EMAIL WRITING AND ETIQUETTE

A. FORMAL OR INFORMAL
1. Match the informal phrases with the more formal ones

Informal Neutral / Formal

1. What do you need? d a) With regard to ... / With reference to
2. Thanks for the email of 12 Feb. h b) I can assure you that ...
3. Sorry, I can’t make it. i c) We note from our records that you have not ...
4. I’m sorry to tell you that ... n d) Please let us know your requirements.
5. I promise ... b e) I was wondering if you could ...
6. Could you ...? e f) We would like to remind you that ...
7. You haven’t ... c g) I look forward to meeting you next week.
8. Don’t forget ... f h) Thank you for your email received 12 February.
9. I need to ... m i) I am afraid I will not be able to attend.
10. Shall I ...? j j) Would you like me to ...?
11. But ... / Also ... / So ... o k) I would be grateful if you could ...
12. Please could you ... k l) Please accept our apologies for ...
13. I’m sorry for ... l m) It is necessary for me to ...
14. Re ... a n) We regret to advise you that ...
15. See you next week. g o) However ... / In addition ... / Therefore ...

2. Rewire the emails below by substituting the phrases in italics with more informal phrases

I will also inform Anita about this. Can you send me a coy of the minutes?
I'm sure I will be at the next meeting
could I I'm sorry for

Thank you for your email of 25 jan about assistance on how o order on-line with your a/c number. Please could you also provide details of
which version of windows you are using

Thanks for
I need to

Please could you

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 Refer to

What do you need?

i'm sorry to tell u that
Shall I

3. Choose a subject line for each email. One of the subject lines in the box is not used

Action re contract 3 Meeting 14/5 1 Re your advertisement 4

Special Offer! Shipping confirmation 2 Regarding your order 5

Email 1
Subject: ....................................................................
Re your last email, we are in the process of arranging the meeting schedules for 14 May, but there are still
a few details I need from you. Do you want me to book hotel accommodation for you - or will you sort it out
at your end? Also, can you send us something about the Barcelona project you were involved in last year?
It would be helpful to have something to circulate before the meeting. Please send a copy of any relevant
reports. Regards, Monica.

Email 2
Subject: ....................................................................
Sorry for the delay in replying - I’ve been out of the country on business. Unfortunately, the items you
ordered are no in stock, but we’re expecting delivery by the end of the week. I’ll get back to you as soon as
they arrive. If you need any more information, please feel free to contact me.

Email 3
Subject: ....................................................................
Luisa, I’ve emailed Michelle and Roberto about the changes to the contract. Shall I have a word with
Michelle to make sure she understands what’s going on? You work with Roberto - can you talk to him?
Thank you for your help - I appreciate it.

Email 4
Subject: ....................................................................
Good news! Subscribers to our email newsletter can take advantage of fantastic price savings in our
January sale. I’ve attached a pdf file that gives full details, or alternatively just click on the link below. You
can order over the web or by email - our customer service staff are standing by. Looking forward to
hearing from you soon.

Email 5
Subject: ....................................................................
Just a short note to let you know that we received your order. We can confirm that the items were sent by
mail today. To track your order, click on the link below. If there is anything else, just let us know. Best
wishes, Pierre.
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4. Complete the table by matching an underlined phrase in exercise 3 with a similar phrase below

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 B. OPENING AND CLOSING
Match the email beginnings (1–8) with the endings (a–h)

Beginnings … Endings ...

c 1. I am writing with regard to your recent email. c a) Anyway, thanks again for inviting me, and I’m
We regret to inform you that there are no double really looking forward to it. Do you want me to
rooms available for the nights you require. bring anything?

g 2. Thanks so much for the wonderful present. It’s b) You know you can count on me if you need any
exactly the book that I wanted – how did you support. I’ll call you at the weekend to see how
know? I’m really looking forward to reading it. things are.

b 3. Patricia, I’ve just read your email. I’m so sorry to c) Should you need any further information about
hear about what happened. room availability, we will be happy to assist you.

h
4. Sorry, I can’t make it to your birthday party at d) I look forward to receiving this information as
Fishers restaurant, as I’m away on that day. soon as possible.

d 5. I am mailing this via the ‘Contact Us’ link on e) It really is great news, and I’m sure that it’s
your website. I’d like to know a few more details only the beginning of our work in the French
about the anti-virus software that’s listed on the market.
site.

f
6. I am writing with reference to our order number f) Please deal with this matter urgently. I expect a
GH67. The goods arrived this morning, but you reply from you by tomorrow morning at the latest.
only sent 200 pieces instead of the 300 that we
ordered.

a 7. Yes! Great! I’d love to come to the party. g) Thanks again for the gift, and give my regards to
your family.

e 8. I’ve just heard from Antonio about the Paris h) Anyway, sorry again that I can’t come, but have
contract. It’s fantastic news – you worked really a great time. I hope we can meet up soon. What
hard on this and you deserve the success. about going to see that new Speilberg film?

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 C. ATTACHMENTS
1. In each gap there are two possible answers from A,B,C,D. Write both answers.

a/d

b/d

b/a

a/c

b/c

c/d

c/a

a/b

a/d

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 2. There is one mistake in each of these sentences. Correct it.

attachment
i;m

attached
able

carefully
i will

to

as

.
. will
in

3. Complete the email by writing ONE word in each gap. There may be several possible
answers

find hoping let

providing attention
by

forgot that

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D. ARRANGING A MEETING
1. Look at the words and phrases in italics. In each case two are natural but one is not. Cross
out the word or phrase that is not natural. The symbol “-” means no word.

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2. Complete the sequence of emails by writing one word in each gap. Several answers may be
possible.
on

in fine

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