Topic outline

  • BADGE – Becoming a Digital Global Engineer

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    Intellectual Output

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    BADGE – Becoming a Digital Global Engineer
    Project 2019-1-FR01-KA203-063010 (167 512 512)

  • Writing emails - Objectives


    • After studying this lesson on writing emails, you will be able to

      • determine and use the correct writing style;
      • identify the typical structure;
      • use appropriate greetings, fixed expressions and closing remarks typical for emails.

  • Warm-up questions



      1. What do we need to consider when we are writing an email rather than speaking to someone directly?

      2. What makes a good email?

      3. Which writing style should you use for emails?

  • Did you know…

    • According to studies by Albert Mehrabian, Professor Emeritus of Psychology at UCLA, in a face-to-face exchange, only 7% of the message is derived from the words spoken, 38% comes from tone of voice and a huge 55% comes from facial expressions and body language. When writing emails, then, we are at a big disadvantage since we have no opportunity to convey our tone or body language. We, therefore, have to rely on other ways to express ourselves, for example through appropriate writing style, a clear structure and suitably chosen wording.

      Mehrabian, A. (1981) Silent messages: Implicit communication of emotions and attitudes. Belmont, CA: Wadsworth

  • Reading

    • As a form of written communication, emails are without doubt popular. Indeed, worldwide, 306.4 billion of them are currently sent daily, with this number predicted to reach 347.3 billion by 2023 (Statista, 2020). As more and more business relationships are conducted via email, it’s important that we know how to write them effectively. To do this, we first need to know why we are writing and what the message is that we wish to convey. Once we know this, there are certain features of emails that we need to consider.

      Writing styles

      Unlike other forms of written communication save letters, emails may be written in a formal, neutral or informal style. How we decide which writing style to use depends on a number of factors such as the reason for writing, the relationship and age of the writer and reader, the emotions we want to convey, and perhaps even company policy. Each writing style has its own features which make it recognisable:

      Formal style

      This style consists of longer words (often derived from Latin) and fixed expressions, care is taken with grammar and punctuation, and it is more elaborate and impersonal, often using passive structures (the process was monitored, all employees have been notified, etc.). Emails written in this style would be polite and rather serious, discussing, for example, a new business arrangement, financial matters, legal affairs, company regulations, or complaints.

      Neutral style

      This style is more direct than the formal style, using language which is closer to spoken English. Short sentences and short forms (I’m, we’ve) are acceptable. This style is the most suitable and most common for work or professional communications.

      Informal style

      This last style is the most similar to everyday speech. Less care is taken with grammar and it comprises short forms, idiomatic language, phrasal verbs and even slang expressions, depending on how close the relationship is between writer and reader: the closer the relationship, the more relaxed the language is.

      Consider the emails below. Note the differences between the fixed expressions (highlighted in yellow, green and blue) used in each style.

      Email written in the formal style

      Dear Sir/Madam,

      I am writing to enquire about the possibility of booking the museum for a corporate event next year.

      I would appreciate it if you could send a brochure and further details regarding the booking procedure and prices.

      I look forward to hearing from you.

      Yours faithfully,

      Sara Jones

      Account Executive

      Email written in the neutral style

      Dear Mrs Brown,

      Further to our telephone conversation this morning concerning the rental of a Toyota Corolla for your stay in Rome, I’ve attached the price list and rental conditions.

      If you have any further questions, please feel free to contact me again.

      Regards,

      Simon Pierce

      Sales Manager

      Email written in the informal style

      Hi Dina!

      How’s it going? Did you get the file I sent yesterday?

      I’m a bit busy this morning, but maybe we can go over it this afternoon? Let me know when you’re free.

      Speak later!

      Jack


      Structure

      In order to ensure that the written message we wish to convey is clear to the reader, it is important that the email we send is structured. The structure of the email below has been broken down into the functions of each part:


      1. Dear Ms Jones,


      1. I would like to confirm my participation in the 2023 ECOLIFE conference as a plenary speaker.

      2. Please find attached the topic of the presentation I propose to give, as well as a brief summary of the points I intend to cover.

      3. In addition, I would like to request a copy of the list of accommodation that the conference organisers recommend to participants – unfortunately, I seem to have misplaced the list you originally sent out.


      1. Regards,

                Dr J. Mitchell


      1. Greeting


      1. Reason for writing

      2. Further details


      1. Request



      1. Closing remark


      Of course, not every email will have the same structure. The structure depends very much on the relationship between the writer and reader, and the context of the message. However, most emails, whether they be formal, neutral or informal, follow a basic form:

      1. Greeting

      2. Reference to previous contact

      3. Reason for writing

      4. Additional comments / details / requests

      5. Closing remark

      Notice how the following emails conform to this basic structure:

      Dear Sir/Madam,

      Ref: 567/09/456

      With reference to your email of 06 May, we regret to inform you that we are unable to take any further action with regards to your claim for damages.

      The agreement signed by yourself at the start of your 5-day stay states clearly that parking in the hotel car park is completely at the car owner’s risk.

      Should you have any further questions, please contact us quoting the reference number above.

      Yours faithfully,

      James Thomas

      Customer Services


      Hi Chris!

      Thanks for sending the order form 😊

      What time’s the departmental meeting on Friday? I’m thinking of pulling a sickie – listening to Dave droning on for hours isn’t my idea of fun!

      Anyhow, better go – see you later!

      Sam


      An effective email, then, is written in a suitable style, has a clear structure and uses appropriate expressions, often ones that are fixed and typical for the style. The style, structure and expressions we decide to use are largely dependent on the relationship between the writer and reader, and the reason for writing.

      • convey – send, communicate;

      • comprises – consists of, is made of;

      • slang – very informal language;

      • pulling a sickie – saying you are ill when you are not in order to take a day off work;

      • droning on – talking in a boring way for a long time.

  • Activities

  • Further Practice

  • Bibliography and references

      • Brook-Hart, G. (2007). Business Benchmark Advanced. Cambridge: Cambridge University Press.

      • Dignen, B. (2014). Communicating Across Cultures. Cambridge: Cambridge University Press.

      • Dignen, B. & McMaster, I. (2013). Effective International Business Communication. Harper Collins: London.

      • Emmerson, P. (2003). Email English. Oxford: Macmillan Education.

      • Mehrabian, A. (1981). Silent messages: Implicit communication of emotions and attitudes. Belmont, CA: Wadsworth.

      • https://www.statista.com/statistics/456500/daily-number-of-e-mails-worldwide/ retrieved on 08.06.20