business emails

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Business Emails. Importance of Emails. Time Email is quicker than snail mail Convenience Can be sent from notebooks to handhelds improving client accessibility Internal/External Communicates with coworkers (internal) and clients/vendors (external) Cost Paper-free Documentation - PowerPoint PPT Presentation

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Importance of EmailsImportance of EmailsTimeTime– Email is quicker than snail mailEmail is quicker than snail mail

ConvenienceConvenience– Can be sent from notebooks to handhelds improving client Can be sent from notebooks to handhelds improving client

accessibilityaccessibility

Internal/ExternalInternal/External– Communicates with coworkers (internal) and clients/vendors Communicates with coworkers (internal) and clients/vendors

(external)(external)

CostCost– Paper-freePaper-free

DocumentationDocumentation– Response to email results in virtual paper trail.Response to email results in virtual paper trail.

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Problems of EmailProblems of Email

Computer LimitationsComputer LimitationsLack of PrivacyLack of PrivacyMisunderstanding of Erroneous MessagesMisunderstanding of Erroneous MessagesCasual, Unprofessional ToneCasual, Unprofessional Tone– Abbreviations (b/c , b4, 2)Abbreviations (b/c , b4, 2)– Absence of CapitalizationAbsence of Capitalization– Emoticons Emoticons

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Writing Effective Email MessagesWriting Effective Email Messages

free

imag

es.co.uk

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The receiver’s email address

Carbon copy

Blind carbon copy

Email subject

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Type your email message in the text box, then click send and it will be sent to the receivers you have indicated in the to, Cc, and Bcc areas.

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Subject LinesSubject Lines

Should be both concise and specificShould be both concise and specific

Are often scanned by recipients to Are often scanned by recipients to decide which should be read decide which should be read immediately and which can be read later immediately and which can be read later or deletedor deleted

Might use all caps in times of urgencyMight use all caps in times of urgency

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RecipientsRecipients

Should be carefully considered before Should be carefully considered before sending or carbon copyingsending or carbon copying

May make a “Reply to All” inappropriateMay make a “Reply to All” inappropriate

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Message LengthMessage Length

Should start with a salutationShould start with a salutation

Should be brief and to-the-pointShould be brief and to-the-point

Should be skimmed easilyShould be skimmed easily

Should be read on a single screenShould be read on a single screen

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Message ContentMessage Content

The Opening Tells the reader why you are writing

The Focus Tells the details about the topic

The Action Tells what you want to happen and gives a time frame

The Closing Thank the reader and mention future communication

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ParagraphsParagraphs

Should not be longer than a single screenShould not be longer than a single screen

Could be as short as one sentence, if the Could be as short as one sentence, if the information is importantinformation is important

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When Your Message Is LongWhen Your Message Is Long

Warn the readers that the message is long.Warn the readers that the message is long.

Create a summary or overview of the message.Create a summary or overview of the message.

If you require a specific response from the If you require a specific response from the reader then be sure to request that response in reader then be sure to request that response in the first paragraph of your email.the first paragraph of your email.

Create headings for each major section (as Create headings for each major section (as appropriate).appropriate).

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Avoid Surprises or Last Minute Avoid Surprises or Last Minute RequestsRequests

• Do not wait until the last minute to Do not wait until the last minute to introduce a problem or concern via email.introduce a problem or concern via email.

• Express questions or concerns when you Express questions or concerns when you have them, rather than accumulating have them, rather than accumulating them.them.

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Avoid Sending a Flaming MessageAvoid Sending a Flaming Message

• Flaming is a virtual Flaming is a virtual term for venting or term for venting or sending inflammatory sending inflammatory messages in email.messages in email.

• Avoid flaming Avoid flaming because it tends to because it tends to create a great deal of create a great deal of conflict that spirals conflict that spirals out of control.out of control.

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Responding to a FlameResponding to a Flame

Empathize with the Empathize with the sender’s frustration sender’s frustration and tell them they are and tell them they are right if that is trueright if that is trueIf you feel you are If you feel you are right, thank them for right, thank them for bringing the matter to bringing the matter to your attentionyour attentionExplain what led to Explain what led to the problem in the problem in questionquestion

Avoid getting bogged Avoid getting bogged down by details and down by details and minor argumentsminor argumentsIf you are aware that If you are aware that the situation is in the the situation is in the process of being process of being resolved let the resolved let the reader know at the reader know at the top of the responsetop of the responseApologize if Apologize if necessarynecessary

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Formatting IssuesFormatting Issues

Avoid italics, underlined and bolded text, Avoid italics, underlined and bolded text, bulleted and numbered lists, tables, bulleted and numbered lists, tables, graphics, and visualsgraphics, and visuals

Use CAPITAL LETTERS to designate a Use CAPITAL LETTERS to designate a headingheading

Use *asterisks* on either side of a word to Use *asterisks* on either side of a word to designate emphasis or italicsdesignate emphasis or italics

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SignaturesSignatures

Include your name at the bottom of each Include your name at the bottom of each email you send.email you send.

Can give contact information about the Can give contact information about the sender, such as job title, phone, fax, sender, such as job title, phone, fax, webpage url, and mailing informationwebpage url, and mailing information

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Send AttachmentsSend Attachments

When the message is lengthyWhen the message is lengthy

When visuals are an important part of the When visuals are an important part of the messagemessage

Announce them and give a reason for themAnnounce them and give a reason for them

Formats (HTML,PDF,DOC,TXT)Formats (HTML,PDF,DOC,TXT)

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When Email Won’t WorkWhen Email Won’t Work

There are times when There are times when you need to take your you need to take your discussion out of the discussion out of the virtual world and virtual world and speak to the recipient speak to the recipient in person.in person.