English for Administrative Assistant

Chapter 12 :
Email
Group 7's members:
1. Vũ Kiều Uyên Nhi
2. Trần Lê Bảo Ngọc
3. Nguyễn Thảo Vy
4. Bùi Yến Nhi
 Email

Emai is short for electronic

l mail.
A popular and effective tool for
communicating
 Email Accounts

An email
account
allows user to connect to a network and the
Internet
through Internet Service
Provider (ISP)
 The ISP will provide : Email Accounts

email address: name or

nickname.
POP server: receives incoming email
messages.
SMTP server: processes the email
messages.
User name: access the ISP's system.
Password: keep your email private.
Passwords ( P.159)

• Password can be case-sensitive.

• Never store your password around the
computer
 A perfect password Passwords

Should Avoid

• Easy to remember • Use personal info

name,
: user name,
but not easy to phone number, birth
predict. date, and family
• Combines letters names.
• Use real words
and numbers
without combining
• At least 6
with numbers
 Email program:
accessed from a
website
The most commonly including:
Microsoft Outlook
Windows Mail
IBM LotusLive Suite
Google Mail(Gmail)
Toolbar or menu bar commands
• New Message
• Print
• Read
• Reply
• Reply to All
• Send and
Received
• Forward
Microsoft Outlook
an email management
program developed by
Microsoft.
It offers many features.
Google Mail
(Gmail):
service provided by
Google

many convenient features

has one billion active users

Managing Email
- unread mail has a sealed
- read other messages auto change to open the
envelope
envelope
 Sending
Attachments
• Sending additional files along with the message
• Click the attach icon on the toolbar
Reasons for Sending Attachments

• To add, edit or make revisions

• Need document to print and distribute
• Need the document immediately
• Send a document to many recipients
Alternatives to Sending
Attachments
• Insert word-processing data

• Transfer files

• Faxing

• Printing and sending

Problems with
Attachments
• Slow connection
• Translation problems
• Viruses
Email Protocol for Sending
Attachments

• Email message as a cover letter

• Compression software
• Adobe Acrobat
 Attachment Protocol for
Recipients
• A dot and three characters
Ex: presentation.pptx
• List of common file extensions:
- doc and docx _ Microsoft Word
- pdf _ Adobe Acrobat Reader
- xls and xlsx _ Microsoft Excel
- ppt and pptx _ Microsoft PowerPoint
• Executable file extensions like: exe, vbs, com, drv,…
• Microsoft Word macro viruses
 Hyperlinks in Email
Send a link toMessages
the file
Organizing Your
Email
Create new folders to organize message

Email Address
Book
All email programs have address books
Signature Files

Create in ASCII text fornat

Return Mail

• Problem with ISP

ISP: Internet Service Provider
• Host server does not online
• Error in the intended recipient's address
 Instant Messaging
• Allows two users to chat with each other
• Often called buddy list or contact list
• Instant messaging programs:

• AIM
• Windows Live Messenger
• Yahoo Messenger
 Email Protocol for
Administrative Assistant
Addressing the Email (P.168) Email Protocol

the email address

of the Recipients
Addressing the Email (P.168) Email Protocol

The recipient
who are the
primary audience
of the message
Addressing the Email (P.168) Email Protocol

The recipients
who are
the secondary
audience
of the message
Addressing the Email (P.168) Email Protocol

• send copies of an email to

additional recipients.
• Mass mailing
CC = Carbon BCC= Blind carbon
Copy
All the recipients Copy
The recipients
can see cannot see the list
the list or email or email addresses
addresses of other of other recipients
Subject Line (P.168) Email Protocol

• The main
purpose and the
goal of the
message.
• The recipients
determine to
 Subject Line (P.168) Email Protocol

_ Always fill the subject line field.

_ Avoid starting your subject out with
“RE”
_ Keep the subject short, concise,
and informative.
_ You may capitalize the book title,
Message Greetings (P.169) Email Protocol

Always have
Dear Mr/ Mrs,
a personal
Hi..,
greeting
Hello..,
and include
Greetings,
customized
information.
 Message Greetings (P.169) Email Protocol

Introduce yourself
Dear Mr/ Mrs,
and
I’m [name]
the reason of this
I’m writing to
message
Be respectful of
introduce you to
the people you
the newest product
don’t know
Body of the Message (P.169) Email Protocol

• Keep the message short, specific and

meaningful
• Send a separate email for different
subjects
• Use active voice
• Keep the language gender neutral
Body of the Message (P.169) Email Protocol

• Add “please” when you make a request.

• Never forget a polite “ thank you” when SO
does sth for you.
• Always spell-check, and proofread the
message before sending.
• Make sure the recipient understands
 HTML format vs Plain Text Email Protocol

HTML format Plain Text

• Formatted text • Regular text.

and images are added • Supported by all
• Supports use of email clients
hyperlinks • The size of emails is
smaller
 Sign-offs (P.170) Email Protocol

For business mail, always end your

message with a formal sign-off.

Sincerely, Thanks,
Regards,
Best wishes,
[Your Name]
 Sign-offs (P.170) Email Protocol

Always include your contact information

• Name • Company Name • Phone numbers
• Title • Address of Company• Fax numbers
When to Respond to Emails Email Protocol

With personal email

Respond by the end of the
business day
With the email requires a task or a research
Notify that the message has been read.
Confirm the deadline of the task or the
research
 When to Respond to Emails Email Protocol

With frequently asked question, you can use

email template.
 When to Respond to Emails Email Protocol

When you send email to external recipients

Instead of expecting Should wait a few

them to reply days before
immediately resending.
If the message is urgent, a phone call will be the be
choice.
Messages sent to the wrong address Email Protocol

Received a message by mistake

Send a reply to the sender and let the

sender know that he used the wrong email
address.
Messages sent to the wrong address Email Protocol

Sent a message by mistake

• Send an apology about this mistake
• Check the email
to the recipient you’re sending to
a few times.
• Confirm
Use Undo with the recipient if that’s
Send
the right
function email
 Handling Email Overload Email Protocol

• Decide when to read and

respond to all the
messages
• Answer the most recent
messages
• File or delete messages
which have been read
and responded
 Filtering Messages Email Protocol

Personalize a message filter

system
Creating a group (P.173) Email Protocol

Create a label
Urgent Messages (P.172) Email Protocol

Starred Importa
nt
Open “ Setting” >
“General” > “Star”
 Urgent Messages (P.172) Email Protocol

• Only mark a message as

• “urgent” when it really
Calling directly would be
more effective.
Rules for Forwarding Messages Email Protocol

Easily share information with

others

The forwarded message may

become public.
Rules for Forwarding Messages Email Protocol

Before forwarding a
message :
• Ask for the permission.
• Check the content.
• Always remember that
email is not private
General Email Guidelines for Business

• Email is not always the best

medium for a message.
• The best way is to use the phone or
speak in person.
Appropriate messages for business email

• Directions
• Requests
• Information to be copied
Inappropriate message for business email

• Requests for raises

• Thank you notes
• Promotions
• Long memos
• Resignations
• Yes or no answers
• Jokes
• • Job praise
Flirting
• Gossip • Telling your boss
• Anything illegal or you are sick
unethical
 The tone of your email at work

As a assistant we have to care about the tone of

the email
• Use formal tone
• Be careful and calm down
 International email
There are special rules that apply to international business
• emails
Don’t use the recipient’s first name
• Keep the tone of your email formal
• Convert all your measurements to metric
• Be careful
• Be specific
• Provide the telephone country code
• Watch out for time-zone confusion
Auto respond message

• Use auto respond

message
• Use auto email feature
Ex: gmail
• Auto respond message
infrom the senders
You have to watch out and be careful
with three kinds of emails

• Email hoaxes
• Spam
• Email viruses
 Email Hoaxes
• You should be suspicious any message
that says “forward this to all your
friends”
• Check the domain name and the
address of the following websites:
1.urbanlegends.about.co
m
2.hoaxbusters.ciac.org
Spam Emails (Junk email)

• Unsolicited sales
offers
• To eliminate spam
 Email Viruses

• The most common way to get a computer virus

is from an email attachment.
• Always use anti-virus software
• When you receive a file attachment =>
download it and scan it.
 Email Privacy

• Email is not private

• Your company has the right to read anything you
write or receive via email
 Thanks
for your attention