Email: Introduction

 Email is currently the most used communication channel in the business

environment, as businesses rely on it heavily for sending messages across long
distances in a short time.
 Business email etiquette encompasses a set of rules indicating effective, proper
and polite ways to behave when sending and receiving emails. The rules of
etiquette are focused on how messages should look and on what they should
contain.
 Style :Email Form

1. Email Address
2. Subject
3. Salutations and Closings
4. Font
5. Paragraph Spacing
6. Signature
Email Content

1. Writing Style
2. Tone and Punctuation
3. Enumerations
4. Attachments
 IMPORTANT COMPONENTS OF AN EFFECTIVE E-
MAIL:
Subject Line
E-mail subject lines are like newspaper headlines. They should convey the main point of your e-mail or the
idea that you want the reader to take away from your e-mail. Therefore, be as specific as possible.
Greetings
Use some kind of greeting.. Don’t just start with your text..

Dear Mr Smithson, Dear Ms Stringer.

It is also becoming quite common to write the greeting without a comma, e.g.
Dear Miss Lawson
e.g. Dear KK
 IMPORTANT COMPONENTS OF AN
EFFECTIVE E-MAIL:
Endings
End the message in a polite way. Common endings are:
Yours sincerely, Best regards, Best wishes, Regards,
If you did not put a comma after the greeting at the beginning of the message, then do not put a comma
after the ending either, e.g. Best wishes
e.g. Regards

Names
Include your name at the end of the message. It is most annoying to receive an email which does not include the
name of the sender.
Kind regards
Ram Kapor
Human Resources Manager
 IMPORTANT COMPONENTS OF AN EFFECTIVE E-
MAIL:
Use Simple English
i. When the writing is too formal
or uses irrelevant technical
language, it is difficult for
laymen to understand..
ii. Use conversational English. iii.
Be authentic and realistic.

Font Matters
Fonts that are too small, too large, or otherwise hard to read (i e. 8 point, all bold.) makes us not
want to read the email as well.
Beware of your fonts in your ‘presentation’. Do not bold the entire email, use easy to read fonts (ie.
Arial), and use a standard size.
IMPORTANT COMPONENTS OF AN EFFECTIVE E-
MAIL:
Closing remarks
Before you end your email, it's polite to thank your reader one more time as well as add some
courteous closing remarks.
1. "Thank you for your patience and cooperation." or
2. "Thank you for your consideration." and then follow up with,
3. "If you have any questions or concerns, don't hesitate to let me know." and
4. "I look forward to hearing from you."
Sending emails 4. See you soon/ Hear from you soon

Sending emails
Salutations
1. Dear Mr/ Mrs/ Ms/ Miss Sita
2. Dear Sir/ Madam Opening phrases
3. Dear Jay 1. In reply to your letter ... .
Signing off 2. Thank you for your letter of
1. Yours sincerely/ Yours May 14th concerning … .
2. Yours faithfully 3. Thanks for your email ... .
3. (With) Best wishes/ Kind regards
 4. Following our telephonic
conversation ... . Reason for
Closing Phrases writing
1. Please contact me again if you need  This letter/ email is to ... .
any more information.  I am writing to ... .
2. If I can be of any further assistance,  I am pleased to ... .
please do contact me again.  Could you please ... .
3. Let me know if you need anything  Would you please ... .
else.
 Please email me ... .
4. I look forward to hearing from you.  Just a quick note to ... .
 I am sorry to inform you ... .  I’m sorry about ... .
 Unfortunately ... .  I apologize for ... .
 TIPS FOR WRITING MORE EFFECTIVE E-MAILS

Think about your message before you write it.

Don’t send e-mails in haste. First, decide on the purpose of your e-mail and what outcome
you expect from your communication. Then think about your message’s audience and what
he/she/they may need in order for your message to have the intended result.
Jot down some notes about what information you need to convey, what questions you have, etc., then
organize your thoughts in a logical sequence.

Reflect on the tone of your message.

When you are communicating via e-mail, your words are not supported by gestures, voice
inflections, or other cues, so it may be easier for someone to misread your tone. Strive for
clarity and conciseness in your writing.
Miscommunication can occur if an e-mail is unclear, disorganized, or just too long and complex for
readers to easily follow.
TIPS FOR WRITING MORE EFFECTIVE EMAILS--
CONTINUED
 Briefly state your purpose for writing the e-mail in the very beginning of your message.
 Be sure to provide the reader with a context for your message.
 Use paragraphs to separate thoughts (or consider writing separate e-mails if you have many unrelated
points or questions).
 Finally, state the desired outcome at the end of your message.
 Format your message so that it is easy to read. Use white space to visually separate paragraphs into
separate blocks of text. Bullet important details so that they are easy to pick out. Use bold face type or
capital letters to highlight critical information, such as due dates. (But do not type your entire message
in capital letters or boldface
 Proofread Re-read messages before you send them. Use proper grammar, spelling, capitalization, and
punctuation.
Using the Passive Voice
Good business writing doesn’t permit the use of excessive passive verbs.
The passive voice is used in situations where you don’t want to attribute
the action to a particular person or group. As a general rule,
you should use few passive verbs in your writing
NO Abbreviations
Write all verbs in full. Do not use contracted forms like don’t or can’t.
Do not use abbreviations such as info (for information) and asap (for
as soon as possible).
•Watch your vocabulary. Certain words are considered informal. Examples are: fix, begin,
start, OK, thanks etc. Avoid them in formal writing.
• Instead use words like repair (for fix), commence (for start / begin), in order / all right (for
OK) and thank you (for thanks).
•Avoid informal intensifiers like really and so. Instead use more sophisticated ones such as
extremely, highly, entirely etc.

Certain discourse markers are considered informal. Avoid using them. For example, write
incidentally instead of by the way.

Do not leave out words. Ellipsis is not acceptable in formal writing. Write ‘I hope to
see you soon’ instead of ‘Hope to see you soon.’
TIPS FOR WRITING MORE EFFECTIVE EMAILS--
CONTINUED
 Cc: and Bcc: (‘carbon/courtesy copy’ and ‘blind carbon/courtesy
copy’)
 Copying individuals on an e-mail is a good way to send your message to the main
recipient while also sending someone else a copy at the same time. This can be
useful if you want to convey the same exact message to more than one person.
 Blind copying e-mails to a group of people can be useful when you don’t want
everyone on the list to have each other’s e-mail addresses. The only recipient
address that will be visible to all recipients is the one in the To: field.
 Using Colon

Colons are used before explanations.

•We decided to cancel the match: it was raining.
A colon is used when direct speech is introduced by a name or short phrase.
It is also used when famous sayings are quoted.
•Bacon says: ‘Reading makes a full man, writing an exact man, speaking a ready man.’
•Polonius: ‘What do you read, my lord?’
•Hamlet: ‘Words, words, words.’
Letters
Americans usually put a colon after the opening salutation in a business letter. Dear
Mr James:
I am writing to …
British usage prefers a comma or no punctuation mark at all in this case.
Examples of Common Mistakes

1. Too Personal in Content

2. Too Emotional
3. Too Crowded
4. Too Informal
Subject
 Be Polite
Close your message with "Regards," "Yours sincerely,
Sample
Dear Mr Tariq,

I am writing in reference to the current situation with the Karachi Airport Project. We have a number of
questions which we hope you could answer.

First of all, could you please provide us with an update on where you are on the Karachi Airport Project? We
would also appreciate it if you could clarify what the current issues with the delivery system are, and confirm
when you expect them to be resolved.

Could you also please confirm whether the post-installation support covers the equipment 24 hours a day?
And what is actually included in the support? In particular, we would like to have confirmation if the cost of
parts and labor are included in the package? We require this information as soon as possible.
And lastly, we are considering extending the period of the post-installation support from your company
from 6 months to 12 months. We would be very grateful if you could provide us with a quote for this
extension.

I would really appreciate it if you could deal with these matters

urgently. I look forward to hearing from you.

Yours sincerely,
Ahmed Saeed.
Development Manager

Confusing words exercise

Complete the following sentences using an appropriate word.
1. We must follow the ……………… of our elders. (advice / advise)
2. My parents were ……………….. happy with my performance. (quiet /
quite)
3. Prolonged use of powerful drugs will ……………….. our health. (affect
/ effect) 4. Nobody wants to live in a locality ……………… with criminals.
(infested / infected) 5. The police ………………. him because he was
found guilty. (arrested / released)
6. He walked ………….. foot. (bear / bare) 7. The master sent the boy to
the ………………. shop to buy some paper. (stationery / stationary)
8. 10 miles ……………… a long way to walk. (is / am)
9. You must not ……………….. important facts about your health from
your doctor. (conceal / console)
10. They live in a small house ………………. the river. (beside / besides)
11. After finishing his work, he …………….. down to rest. (lay / lied) 12.
As they had no children of their own, they ……………… a baby.
(adopted / adapted)
 Keep writing.
That is true. Your writing skills improve with practice.
Therefore, make it a habit to write at least 200 words a day.
Keep a diary. In this digital age, blogging is perhaps better than
writing a diary. Participate in online forums where people
express their ideas in English.
Incorrect Mail
Correct mail

Dear Mr. Blank ship,

The invoice we received yesterday from your office was dated 25 February. The
date mentioned is incorrect .The original invoice is attached herewith which bears
the date as 28 February. Please correct the date and resend the invoice. This will
help us to send the funds promptly by the end of the day.
Let me know if you need anything else.
Regards,
Isabelle
Incorrect Sentence
visited - restaurant-weekend-friend from Lahore
reservation- wait-half an hour-bad service- waiters rude-
long time- food arrive-cold- bill -late- surprised act
immediately- good reputation
Dear Sir/Madam
I am writing to complain about the unacceptable treatment that we received when
we visited your restaurant last weekend with one of my friend from Lahore. We
had made reservation for the tables still we had to wait for half an hour to be served.
The incompetence of the bad service needs a mention here as waiters were rude
and took long time to serve us.
Lastly when food arrived it was cold. To add to our woes the bill was served late
which surprised us with unnecessary charges.
I very much hope that in future you will take care of these mistakes and act
immediately so that restaurant’s good reputation does not go at stake.
Warm Regards
XYZ
inform - project delivery- delayed- key team member sick-
food poisoning- last minute- unexpected- trying substitute-
required skill set- lost time- delay by one week- apologies
Dear Sir/Madam
With utmost regret I would like to inform you that the project
delivery will be delayed. This is due to one of our key team
member has fallen sick due to food poisoning at the last
minute. This was unexpected. We are trying for a substitute
with the required skill set but it would take some time. The
lost time might lead to delivery of project delay by one week.
We have our sincere apologies but we would like to be given
one week more for the completion of the project.

Thanks & Regards

XYZ
Recommend--my friend Rahat--vacant post-
Programmer Analyst--degree--work experience-
pleasant person--good addition--team--resume
Dear Sir/Madam
I am Naheed Alam working in the capacity of a programmer in the
department of IT in this organization. I would like to recommend my
friend Rahat for the vacant post of Programmer analyst in the
company. I have known her personally for over ten years, and have
always known her to be an organized, responsible, and a pleasant
person to work with.
I believe that her skills and experience will be a good addition to our
team. I am attaching her resume for further perusal.
I would be happy to provide further information if required.

Thanks & Regards

XYZ
Thank you .BEST OF LUCK
Have a wonderful journey