Professional Documents
Culture Documents
Provide your reader with the right information and writing approach:
Quote the email to which you are responding (you can set this up on your email program) Avoid the use of them, they (use I, we and specific names)
'ind different ways to e(press emotion, )ody language, and intonation. se:
!mileys Asterisks *apital letters "ower&case letters *reative punctuation +yped&out thoughts and reactions ,hitespace
-ecause email is not face&to&face, the receiver of your email may have difficulty telling if you are serious or kidding, happy or sad. -e warned that using sarcasm can )e very dangerous as it is difficult to understand without )ody language or tone of voice. %ssentially, email tries to com)ine aspects of informal speech, formal written communication, and new ways of showing emotions and )ody language.
Writing pproach
Always .uote your replies, unless you are sure the receiver of your email knows e(actly what you are talking a)out.
0o not send email that says simply says 2yes2 to some mysterious .uestion. /nclude the .uestion, or say, 23es, / can meet you at the airport.2 Always provide your reader with enough information. A good rule of thum) is to look very carefully at all pronouns in your first three sentences. /f they don1t refer to something e(plicitly stated in the email, change them to something concrete. 'or e(ample, at the start of your email. Don't say: 2+hey asked me if / could go with them, )ut she wouldn1t let me.2 Say: 2My office friends asked me if / could go with them, )ut my wife wouldn1t let me.2
,hen answering .uestions, you don1t need to include the entire .uestion. Quote the most important part of the .uestion. /nstead of .uoting: 4 / was thinking a)out taking a trip at the end of the month after / finish the term, would you )e interested in going to 5uam62 Quote: 4A)out 5uam trip6 !ure, sounds like a good idea. -ut /1ll have to check with my parents a)out finances.
!age "ayout
sually people find it hard to read words on a computer screen than on paper. +he font may )e too small. +he screen may flicker. +he screen is not as sharp or
as clear as paper. +o make your email easy to read, your page layout should )e a little different.
#se Shorter !aragraphs $ *onsider )reaking up paragraphs to only a few sentences a piece. +hat way readers can easily see new paragraphs as they end and )egin. +hey don1t have to scroll. #se "ess Words $ "ong wordy sentences are not appropriate for most email, especially )usiness email. /f people want more information, they will ask for it. A good rule of thum) is to keep everything on one 2page2 or one 2screen.2 /n most cases this means a)out #7 to thirty lines.
"ight Emphasis $ /f you want to give something light emphasis, enclose it in asterisks. +his is the same as using italics in a paper document. %.g., 2/ feel really 8sad8 to day.2 9r / !ay: / 9r: / said that / was going to )uy it 8'riday8. 8said8 that / was going to )uy it 'riday. said that / was instead going to )uy it of: 'riday.
'apitali(e for Strong Emphasis $ 'or greater emphasis, add some %:*"AMA+/9;<<<< marks. =%3, / > !+ ,A;+%0 +9 ?;9, /' 39 9ooooooh, / "9A% that. @%A""3 "/?% M%..
/f you forget my )irthday this, / swear that / will never, 8never8, 8;%A%@8, 44<<88;%A%@88<<BB make you -ulgolgi again (ha ha).
/ failed my +9%/* again, which 8totally8 sucks . . . / will have to skip 5uam and !+ 03 . . . A===< psssst< hey guess =% P@9P9!%0<<<< :&) :&) << !umi< what6
#se Smileys /%moticons0 $ 'acial gestures can )e represented with a 2smiley2: an A!*// or te(t drawing of a facial e(pression. +he most common three are: :&) C&) :&( (+o understand these sym)ols, turn your head counter&clockwise and look at them sideways.)
!auses $ /n a face&to&face discussion if you ask someone a complicated .uestion, they might pause a long time, scratch their head, check their watch, or make a face )efore answering. /n email you can create these pauses )y adding whitepace, and 2/1m thinking2 (repeating letters): ,eeeellllll.... ,ell (clears 9kay if you come too< errr hem.... . his )ut 9kay )ut 8only8 . if you come too<
. throat) 9;"3
'reati1e !unctuation & 2Question Marks2 and 2%(clamation Marks2 can )e used to help add e(pression to your emails. +he .uestion mark is kind of shorthand for 2huh62 while the e(clamation mark can )e used to e(press amaDement or even anger. Punctuation can also )e used as a placeholder for swearing e.g., +hat EFEGH. Asterisks can also )e used to represent missing letters e.g., that son of a )8888< 666<6< / don1t understand why you talked to her first instead of 8me8.
+=%@% 39 59< %mail writing I7I. / hope these suggestions have )een 8helpful8 :$0. +ry a few ne(t time you send an email.
2ractionally better -- pro!ided that the recipient recogni3es your name and remembers why a follow-up was necessary. Subject: "%o $e nee! a larger room for meeting ne&t #ri'" 4pon reading this re!ised, informati!e subject line, the recipient immediately starts thin,ing about the si3e of the room, not about whether it will be worth it to open the e-mail. 5y e-mail accounts get do3ens of !irus-bearing jun, mails each day, often bearing a !ague title such as "'hat file you re1uested," or no title at all. 6ou'll get a faster response if your recipient can tell from the subject line that it's a real message from a real person.
*se stan!ar! capitali+ation an! spelling, especially when your message as,s your recipient to do wor, for you. +f you are a teenager, writing a 1uic, gushing "thx ; ur help <day ur gr=" may ma,e a busy professional smile at your gratitude... but there comes a time when the sweetness of the gesture isn't enough. i dont thin, u want ur prof r ur boss < thin, u cant typ %7% >-9 -.ip lines bet$een paragraphs. /voi! fanc" t"pefaces. -on't depend upon bold font or large si3e to add nuances -- many people's e-mail readers only display plain text. +n a pinch, use asteris,s to show ?emphasis?. %on0t t"pe in all-caps. 7nline, all-caps means shouting. Regardless of your intention, people will react as if you meant to be aggressi!e.
1. /voi! attachments.
@ut your information the the body of your e-mail whene!er possible. #ttachments
are increasingly dangerous carriers of !iruses ta,e time to download ta,e up needless space on your recipient's computer, and don't always translate correctly 8especially for people who might read their e-mail
on portable de!ices9. +nstead of sending a whole word processor file, just cop" an! paste the relevant te&t into the e-mail 8unless of course your recipient actually needs to !iew file in order to edit or archi!e it9. *+'m annoyed when people send bul, e-mails with attached pdf or ord documents that contain nothing more than a few paragraphs of ordinary text. +'d much rather get a plain text message, with a lin, to where + can download the full !ersion if + want to enjoy all the colors and typefaces. Sending a (5& attachment to hundreds or thousands of employees is a huge waste of digital resources. -- -./0
+f you flame an un!erling or stu!ent 8especially in public9, then you damage that person's trust in your leadership, and you probably won't get that person's best wor, in the future. @raise in public, critici3e in pri!ate. +f you want to complain about someone, do it in person or by telephone, so there won't be a permanent record. -- -./
6. 7roofrea!.
+f you are as,ing someone else to do wor, for you, ta,e the time to ma.e "our message loo. professional. hile your spell chec,er won't catch e!ery mista,e, at the !ery least it will catch a few typos. +f you are sending a message that will be read by someone higher up on the chain of command 8a superior or professor, for instance9, or if you're about to mass-mail do3ens or thousands of people, ta,e an extra minute or two before you hit "send". Show a draft to a close associate, in order to see whether it actually ma,es sense.
:. espon! 7romptl".
+f you want to appear professional and courteous, ma,e yourself a!ailable to your online correspondents. "!en if your reply is, "Sorry, +'m too busy to help you now," at least your correspondent won't be waiting in !ain for your reply.