Professional-Email-Writing

ProfessionalEmailWritingforEffectiveCommunicationJasmineWu,ABBInstrumentation,July21,2009©ABBGroupApril10,2020|Slide2Thiscourseincludesthefollowing:•10basicrulesinemailwriting•Someexercisesforconsolidation•Arealcasestudyaboutemail•Finaltips:8questionstoaskbeforeyouhit”send”©ABBGroupApril10,2020|Slide3•10basicrulesinemailwriting©ABBGroupApril10,2020|Slide4Rule1:BeginWithAPreciseSubjectNeverleavethesubjectblank.Yoursubjectshouldbesimple,preciseandtothepoint.Pleasedon’tincludesensitive/offensive/confidentialinformationinthesubject.©ABBGroupApril10,2020|Slide5Exercise1:DavidwillvisitChinaandattendatechnologyconferenceinXi’an.Duringhisstaythere,hewillalsovisit2localclientsforproductdemo.5dayspriortohisarrival,oneoftheclientvisithasbeencancelled.Inaddition,hewillalsocheckinanotherhotelsincetheformerlybookedoneisnotavailableanymore.AsDavid’scounterpartinChina,youneedtoinformDavidaboutthis.Pleaseselectyourchoiceofactionfrombelow:ExerciseA.WriteDavidanemailaboutthiswiththesubject“TravelUpdate”B.WriteDavidanemailaboutthiswiththesubject“TwoChangesinYourXi’anItinerary”C.WriteDavidanemailaboutthiswiththesubject“Urgent-TwoImportantChangesinYourXi’anItinerary”D.WriteDavidanemailaboutthiswiththesubject“Urgent-TwoImportantChangesinYourXi’anItinerary”.IfDaviddoesn’treplyin24hours,callhimtoconfirmreceiptofmyemail.©ABBGroupApril10,2020|Slide6Exercise1:ExerciseD.WriteDavidanemailaboutthiswiththesubject“Urgent-TwoImportantChangesinYourXi’anItinerary”.IfDaviddoesn’treplyin24hours,callhimtoconfirmreceiptofmyemail.ThecorrectanswerisD,because:1.Thesubjectisconciseandconcrete.2.Duetotheurgencyoftheissue,youaresendingthisemailforDavid’simmediateattention.HenceitisessentialtofollowupwithDavidbyphonewherenecessary.©ABBGroupApril10,2020|Slide7Questions:1)Isthehighlightedemailsubjectappropriate?Why?2)WhatelseshouldNOTbeincludedinanemailsubject?Exercise2:Exercise©ABBGroupApril10,2020|Slide8Answers:1)Notappropriate.Becausesalaryinformationareconfidential.2)OtherinformationshouldNOTbeshowninthesubjectincludeSensitiveinformationOffensiveinformationEtc.Exercise2:Exercise©ABBGroupApril10,2020|Slide9Rule2:OrganizeyourwritingWriteabriefsummaryofyourentiremail—thiswillbeyourfirstparagraph.Listeachitemyouneedtodiscussinyouremail.Puttheminorder—frommosttoleastimportant.Expandoneachitemlistedinstep2.Keepe-mailsshortandtothepoint.Whenpossiblegiveyouranswersinonly1or2lines.Numberorbulletyourmainpoints.Highlightwhatyouwanttoemphasize.©ABBGroupApril10,2020|Slide10Rule3:SummarizeLongDiscussionsWhenyourmessageislong,createan“elevator”summary.Anelevatorsummaryshouldhaveallthemaincomponentsoftheemail.Provideatableofcontentsonthefirstscreenofyouremail.Use“section”functionforeachitemwhennecessary.Createheadingsforeachsection.Whenforwardingmessage,insteadofcontinuingtoforwardamessagestring,takeaminutetosummarizeitforyourreader.©ABBGroupApril10,2020|Slide11Usethe“Section”functionSectionscanbeexpandedorcollapsedbyclickingonthesectiontitles.©ABBGroupApril10,2020|Slide12Exercise3FW:FW:FW:FW:FW:FW:FW:FW:FW:TopicsforMonday’smeetingYes,shelookswelltoday.IwilltryNestlenexttime.-----ForwardedbyAngelaLuon04/08/200904:54PM-----IagreeandalsosuggestwetalkaboutourmarketingplanforTCAFproduct,particularlyunderthecurrenteconomicdownturn.BTW,howaboutyourcat.Hassherecoveredfromtheflu?TheNestlecatfoodisreallygood,youcanhaveatry.-----ForwardedbyLucyZhangon04/08/200904:13PM-----Shallwealsodiscussthebudgetfor2010,wewerelateinbudgetinglastyearandcostcuttingisoneofourkeytarget.-----ForwardedbyMikeOhsmanon04/07/200903:15PM-----Myideas:-Staffingissues-Recentlycomplaintfromcustomers-ReviewofSS2project-----ForwardedbyDenisYinon04/08/200904:54PM-----Dears,IamhavinghealthcheckonMonday.HowaboutTuesday?Canyouunderstandthisemail?Howwouldyouproceed?Exercise©ABBGroupApril10,2020|Slide13Exercise3FW:TopicsforMonday’smeetingDearall,Pleasefindbelowasummaryofthebrainstormingideas.Weneedtoselect3outofallthetopicsforMonday’smeeting.•MarketingplanforTCAF•Cost/budgetcontrol•Staffingissues•Howtohandlecustomercomplaint•SS2projectreview•...----------------------------Yes,shelookswelltoday.IwilltryNestlenexttime.-----ForwardedbyAngelaLuon04/08/200904:54PM-----IagreeandalsosuggestwetalkaboutourmarketingplanforTCAFproduct,particularlyunderthecurrenteconomicdownturn.BTW,howaboutyourcat.Hassherecoveredfromtheflu?TheNestlecatfoodisreallygood,youcanhaveatry.Summarizingthelongemailmakesthemessageeasiertoreadandleadstobetterdecisionmaking!Exercise©ABBGroupApril10,2020|Slide14Rule4:WriteyouremailinaprofessionalmannerMindyourmannerandtoneWhenpossible,usetheactivevoice.StayawayfromjargonandAbbrvt.©ABBGroupApril10,2020|Slide15Exercise4:MindyourtoneMonthlyreportforAprilMydear,IhavebeentoldthatthemonthlyreportforAprilshouldbesubmittedbyyoubeforethisFriday.Irememberthatyouhavebeentoldaboutthedeadlineandhowtoprepareforthereport.Ifyouhaveanyquestions,Idon’tmindtobeinterruptedanytime.BR,LilyZhuAdele/LuoWhatisthematterwiththisemail?Exercise©ABBGroupApril10,2020|Slide16Exercise4:MindyourtoneMonthlyreportforAp