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Transcript of Business Writing
What do you think you will learn today?
Types of emails
Elements of email
How to write professional email
Timing of mailing and replying
Oral & Written communication
What is the aim from communication
-Easy to express
-Easy to workout differences
-Continuity of communication
1. Address Fields – to / cc / bcc
6. Body / Content
7. Closing Statement
- It is the headline (think newspaper).
- Ensuring your email is opened by using a good choice of wording in subject line.
- Choosing words that are meaningful, clear, concise, descriptive, and conveying interest.
- Summarizing message, allowing readers to see at a glance what the message is about.
- Making it easy for recipients to triage your e-mail and find it later.
- Restricting yourself to one subject per message.
- Avoide ‘important’ or ‘urgent’; readers usually ignore such overused signals, instead provide enough description that the reader understands the urgency of the message.
Greeting and pening
What is the 1st thing you do when you pick the phone up
Dear Mr. Last name
Dear Mrs. Last name
Dear Miss Last name
Dear Ms. Last name
Dear Name last name
Dear Blue sky
Dear Mr. X and Ms. Y
Opening statement is used to break the Ice.
"I am writing in response to the case opened in relation to (person). “
“Trust you are having a nice day.”
“Thank you for your response.”
Rapport building statements may be inappropriate in some situations, like complain and resignation emails
To respond to a mail of complaint: “Thank you for writing to us about your experience in Hotel last week. “
To say thank you: “Thank you so much for choosing us and having our corporate package membership.”
To confirm an agreement: “I am happy to write to confirm our agreement about the summer workshop.”
To provide a reference: “Ms. Sarah has asked me to provide information to you in support of her job application, and I am pleased to do so.”
To share information: “I received some important information from Mr. Aly, and I believe it will be useful to you as you analyze the marketing data.”
To explain a change in policy: “Because we value our relationship with you, I wanted to personally explain a new policy we will implement in February.”
ite a Mail of reference for me.”
To deny a request: “Thank you for writing to ask about attending the conference in
Cairo. I wish I could approve your request.”
To apologize: “Please accept my apology for missing the meeting yesterday. I am very sorry that I was unable to attend.”
To congratulate: “Congratulations on successfully signing the CIB contract. You always show great results!”
3 FACTORS in COMMON
They get to the point. Each one answers the reader's question "What's this about?"
Captures readers' attention and motivates them to read on.
They contain positive language:
thank you, please, contributing, happy, pleased, congratulations, grateful, successfully, impressed, etc.
Get to the point
keep it simple and short
use simple language
1 idea per paragraph
use positive and active voice
keep it organized:
- use headlines and bullets
- use tables and graphs if needed
-Arial (10) black
-Titles: use bold
-use Italic for specifying
All CAPITALS, BOLD or
IS CONSIDERED "YELLING"
- summarize what you said.
- state needed actions. (call of action)
- use positive expressions.
"Looking forward to ..."
"Thank you for ..."
"Please contact me if you ..."
Those are the phrases that come before the signature in a mail.
Very truly yours,
Make sure to include:
your company and position
how to get in touch with you
Keep it as short as you can while providing all of the information you deem most important (4-6 lines is the accepted standard).
Remember that simple plain text is best; skip colors, special fonts and graphics.
Avoid including multiple phone numbers and email addresses.
Include links to your most important social media profiles, only if they are appropriate.
Use the standard signature of your organization.
Use capitals when appropriate. We capitalize:
Days of the week
Holidays and Holy days
Streets, roads and motorways
Sections of a country
- When you are sending an attachment, tell your respondent what the name of the file is,
what program it is saved in, and the version of the program.
Kindly find attached file, it is in MSWord 2000 under the name “Lab File.”
- Zip attached files to reduce file size.
Re-read your email aloud, reading every word. Doing so will help you find errors as well as
sentences that do not make perfect sense.
Timing for replying and sending mails
- Send emails within the working hours
We reply within 2 hrs.
if not applicable we acknowledge that we will reply within 24 hrs
Auto reply Messages
the leave message should include:
Apology or excuse.
Date and time for seeing the mail and replying.
your backup contacts.
your emergency contacts.
DO check to see what your organization's email policy is.
DO try to think about the message content before you send it out.
DO make sure that the content is relevant to the recipients. Nobody likes to receive junk emails.
DO remember to delete anything that is not needed or is trivial.
DO read your mail out loud to ensure that the tone is that which you desire.
DO ensure that you have a relevant "Subject" line.
DO be patient, especially with inexperienced email users.
DO understand that languages such as English differ in spelling between different countries.
BE Specific who should respond.
DO determine file size and ask first when would be the best time to send attachments before clicking send.
DO avoid large attachments
DO respond promptly
DO use a font that has a professional or neutral look.
DON’T make changes to someone else's message.
DON’T broadcast email messages unnecessarily.
DON’T use smiles or winks ;), and other graphical symbols
DON’T overuse the facility of adding the level of importance to an email.
DON’T use excessive exclamation and question marks.
DON’T conduct arguments in public, for example on a mailing list.
DON’T reply to spam.
DON’T use email to discuss confidential information.
By Mohannad ElDin
Types of mails:
too much info.
Where is the
no phone no.!!
please write this mail
Teams in 3
You now have the universal standards of professional email writing
Any questions ?
Check for punctuation, spelling and grammatical errors.
Run a "spell check" when you complete your message.
Before clicking "Send", check the "To" line and your greeting.
Be sure to read the entire message before responding
- We must acknowledge the sender’s message 'IMMEDIATLY' and if responding at that point in time is not possible, we should let the other person know that we would send the response a little later.
- if we send a mail after working hours it should include an apology, explanation and stating our expectations for a late response.
what have you taken in your case today?