电子邮件撰写及礼仪1.0

1PresentationTitleEmail撰寫--让我们高效的沟通2/P59CONTENTS•Introduction•Writingsteps•Certainpatternsofmainmessage•實際案例•總結3/P59IntroductionWhyaregoodbusinesswritingskillsimportant?•Customersseeyourwritingmorethantheyseeyou.•Goodwritingskillsshowthatyoureallycare.•Goodwritingskillscontributemoreforcefullytoarguments/persuasion/selling.•Goodwritingskillsreduceriskoflosingacustomerordamagingacustomerrelationship,andfostergoodrelationshipswithcolleagues.许多客户虽然通了无数的Email，但彼此可能未曾谋面。因此一份合宜的商业书信可帮助我們：1.建立正面形象2.避免因语言隔阂造成争端，伤及与客户间的友好关系。4/P59Subject:helpJack,Mr.Jimintroducedyoutome.IhavesomeproblemsaboutHDIfabrication.Couldyouhelpmetosolvethem?Thanksalot!YoursJohn5/P59Subject:RequestinggerberfilesofNO.6789DearMr.Jack,I’mamemberofMEdepartmentofSME.Atpresent,I’minchargeofmanufacturingprocessofNO.6789.CouldyoupleaseofferusthegerberfilesofthistypebeforenextWednesday?Thanksforyoursupporttoourfactoryallthetime.BestregardsJohn,supervisorManufactureengineeringdepartmentTel:021-777888886/P59WhatisaGoodBusinessEmail?ProfessionalConcise&ClearmeaningfulEffective&reasonableKeeprelationship如果是回信，就得越快越好。•即使你不能立刻答复发件人，你至少让他们知道你已收到并阅读了邮件。•通常，如在邮件发出后的8小时内回复：发件人知道你已收到邮件，也很注意礼节，就会更耐心的等待答复。Keepemailsshortandtothepoint.It'sokaytobefriendly,buttrynottogoonandon.商业邮件不是电子情书,应明确点名你的来意,客套话能省即省。7/P59小結WhatisaGoodBusinessEmail？•AgoodbusinessemailthatcanClearly&Effectivelydeliveryourintention,meaning,backgroundorreason.商務/公務郵件≠情書/朋友間的書信，應注意：a.明確我們的郵件來意b.客套話能省則省8/P59WritingstepsBusinessemailtypicallyfollowsanumberofsteps,includingthefollowing:•Subjectofemail•Openingandclosinggreetings•Beginningsentence•Themainmessage•Ending9/P59SubjectofemailWhat’stheproblemwiththefollowingsubjects?Subject:[Blank]Subject:“Important!ReadImmediately!!”Subject:“Simplequestion.”Subject:“Follow-upaboutlastFriday”Subject:“Thatfileyourequested.”主题明确才能保证收件人重视该邮件。Whatisimportanttoyoumaynotbeimportanttoyourreader.Writeaninformativeheadlinethatcommunicatesatleastthecoreofwhatyoufeelissoimportant:Emergency:PowersupplywillbecutonPM2thisafternoon!Ifthequestionissimple,whynotjustaskitinthesubjectline?Thissubjectlineishardlyuseful.Follow-upaboutlastFridaytelephoneconferenceThatfileaboutNo.4567manufacturingindicationyourequested10/P59Subjectofemail•Someoftenoverlookistheproperuseofasubjectline.•Whenfillinginthesubjectlineyouhavearound25characterspacestogetsomeone’sattention.•Thebestwaytodothisistousecapitalsforthemainpointofthemessage,thanfollowedbyashortdescriptionofthenatureofthemainpoint.Forexample:“meetingtoday”“DECISIONNEEDED:Wearechoosingnewproductlinetoday.”11/P59OpeningandclosinggreetingsIfyoudon’thaveacontactname:DearsirorMadamYoursfaithfullyIfyouknowthenameoftheperson:DearMr/Mrs/MsJonesYourssincerelyIfyouknowthepersonasafriendorclosebusinesscolleagues:DearJamesBestwishes/regardsIfyouarecontactingacompanynotanindividual:ToWhomItMayConcernIfyouarewritingtosomeoneyoudon'tknow,asimpleHelloisadequate.Whenwritingtosomeoneyouknowwell,callinghis/hernamelike“Hi,Tom”isok!12/P59OpeningandclosinggreetingsSomemistakes:1.简(缩)写：BstRgrds,---对方看到这种结语，只会觉得Youreallylooklikeabusyperson.2.不当大写：REGARDS,BestRegards---对欧美国家，字母大写文句，通常想强调某事，这种大写结尾会让人感觉你是很生气的结束本文。3.Trulyyours：这通常是LOVER间才会用到。4.Thanksandbestregards：多礼的中国人最常犯的错误Thanks只用于文本，并不适合与regards合用。13/P59BeginningsentenceStartingthereferenceatthebeginningoftheemail:①Withreferenceto______②Ithankyouforyouremailofyesterday.③Furthertoourtelephoneconversation,______•如果是写信或需要回复，你应直击要点。•商务人士一般很忙，通常只是粗略看一下邮件。不要使用修饰文段，快速准确的传达要点。•不要忘记：先恰当介绍你自己，注明写信目的，了解写信对象。14/P59ExampleofBeginningsentenceDearMsJohnstonFurthertoourtelephonecallthismorning,Iamwritingtoinformyouofmyavailabilityfortheabovepost.Iamnowfreetotakeupthepostfrom1Aprilthisyear.Ilookforwardtohearingfromyou.YoursfaithfullyEdwardBronson15/P59Subject:Re:OrmetproductsagentinChinaMr.Yang,Nicetohearfromyou.AboutZinterconnecttechnology,youmayconsultwithMr.MasonLaw.Heisourrepresentativeandfamiliarwithit.Hiscontactinformationislistedbelow.Thankyouforyourinterest.AllthebestJamesWangAusterCircuits,Inc.10080WillowCreekRoadSanDiego,[e-mail]connecttechnology,RegardingtoZinterconnecttechnology,allthebest:万事大吉，一路顺风，一路平安，等等表示祝酒或送行的祝福语。16/P59EndingisimportantLastly,endyouremailwithaprofessionalsignatureline:whoyouare,yourtitleandcontactinformation.Alsoremembertoreviewyourmessagethoroughlyandbeawarethatiftheemailwillbesenttomanypeople?ifmycorporationoranyotheroutsideagencywouldseethisemailcoulditbeusedagainstmeinaninvestigation?免責聲明：Thismessageisfortheuseoftheintendedrecipient(s)only.Ifyouhavereceivedthismessageinerror,pleasenotifythesenderanddeleteit.Weacceptsnoliabilityforlossordamagecausedbysoftwarevirusesandyouareadvisedtocarryoutaviruscheckonanyattachmentscontainedinthismessage.部門代碼(部門中文名稱)EnglishName(中文名)TEL：[phone]Ext：XXXXFAX：86-023-61872588Mobile：XXXXXXXXXXSpeedDial：8050-XXXXE-mail：(For外部發送的郵箱)WistronInfoComm(Chongqing)Co.,Ltd17/P59CertainpatternsofmainmessageRequestsFollow-upemailsRemindersApologizing18/P591.内容重点:除了要求的事情还应该强调对方回复的截止期