m It is a method of composing, sending and receiving

messages over electronic communication systems.

m Very fast way of communication
m We do most of our business communication by e-mail.
m Other means of communication do exist, but they are not
as fast, cheap, personal and convenient as e-mail.
m It has virtually replaced conventional methods of
communication and has become an instrument in
creating paperless offices.
m áypically, email messages begin with the „
   .
m dormally address the reader as {
 „
 {„
, and such, address
him or her this way in an initial email. áhe salutations commonly
used in letters (Dear Mr., Dear Ms.) are rarely used in email.

m Rven though email messages often are written under time

pressure, you would do well to organize them carefully. For most
short, informative messages, a ³top-down´ order is appropriate.
m Longer, more complex, and formal email messages frequently
follow more involved and strategic organization patterns.
m 6 
    ³Keep it short. If your email message is more than
two paragraphs, maybe you should use the telephone.´
m 6
„a- You should select words that quickly create clear
meanings.
m R  a- It goes without saying that courtesy should be
practiced in all business relations. We all want to receive
courteous and fair treatment.
m 6 „„
   Ôad spelling, illogical punctuation, awkward
wording, such errors reflect on the writer.

m Most email messages end with just the writer¶s name

m Ôut in some messages, especially the more formal ones, a closing
statement may be appropriate. ³á  and ³ „´ are
popular.
m
   
    the problem of trying to contact
busy people who are not always available for telephone calls.
m Conversely, email     of these busy people.
m Rmail can     „
 of making business decisions
m áhe „
 „
    . R-mailing avoids direct interface.
m Rmail 
. It permits unlimited use at no more than the cost
of an internet connection.
m You can have an „    in your email account
m It provides a „  „
„.
m Rmail is  
 
. ³It¶s just about as private as a postcard
you drop in the mail box.´

m Rmail  

 the sender¶s   

.

m Rmail may be ignored or delayed.

m xrovide Contexta -

m xrovide an Informative Subject Linea -

m Understand the Degree of Informality in R-maila-

m Know your Readera -

m Ôe Clear in Indicating the Follow-up Actiona -

m Avoid Rambling Sentencesa -

m Keep one Subject in Rach R-maila-

m Limit your R-mail Message to One Screen (if possible)a-

m Check Multiple R-mail Accounts xromptly
m Use Dates, áimes and Measurements Internationally
Intelligible
m Limit Rmoticons
m Use a Signature Ôlock or Line
m Act on R-mail xromptly
m Answer all Queries
m Use Correct Spelling
m Use xroper xunctuation
m Use xroper Grammar
m Read and Reread your Message Ôefore you Send
m Do not Use all Capital Letters

m Do not Leave Double-Space between Lines

m Do not Forward Sensitive Messages

m Do not use of Acronyms

m Do not Attach Unnecessary Files

m Do not use Cut and xaste Method

 0 
 R 

  „   
     „


 „ 


SUÔ RCáa Faulty monitor

Dear Mr. AÔC,
We regret the monitor you purchased is causing you difficulties. We
take great care to thoroughly test all XYZ products before shipping, yet
sometimes mistakes still happen.
We have enclosed a replacement monitor for your convenience. xlease
return the original to us via post or simply return it to our nearest outlet.
You will find a list of our outlets herea (insert a link to a relevant section of
your website).
If you need further assistance, please call us at 555-5555. We will do
our utmost best to help.
With kind regards,
David Fernandez
Customer Service Representative
XYZ Rnterprises xlc.
 0 
 R 
„    


SUÔ RCáa Your complaint
Dear Mr. xQR,
áhank you for drawing our attention to the problems with downloading
files on our website. We have forwarded your email to our Iá department
who are currently thoroughly checking the whole system to fix the problem
and make sure that it doesn't happen again.
In the mean time you may access your files using this alternative linka
(insert link)
áhank you again for your patience and please accept our most sincere
apologies for the inconvenience this problem caused you. xlease do not
hesitate to contact me directly on +44 208 123 06 32 should you need any
assistance in the future.
With kind regards,
Kevin xeterson
Customer Service Representative
XYZ Rnterprises xlc.
 0 
 R 
„ 
    

  „

SUÔ RCáa Introducing Mark Rfficient as your new account manager

Dear ohn,
As I mentioned during our telephone conversation, I will be leaving XYZ
Rnterprises, starting my (sabbatical / maternity leave / etc) on (date).
áaking over my responsibilities as your account manager will be Mark
Rfficient. Mark will contact you personally to introduce himself and discuss
any new challenges facing your business and how he can assist you.
In the mean time, please do not hesitate to contact me directly should
you have any questions or concerns.

With kind regards,

Ôeverly Diligent
Regional Account Manager
XYZ Rnterprises xlc.