1. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 1 Lesson 19 E-mail Lesson 19 E-mail

2. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 2 Review What makes effective meeting? What makes effective meeting? 1. meeting expressions --- procedure 1. meeting expressions --- procedure 2.intonation and pause --- the way you speak 2.intonation and pause --- the way you speak 3.team work --- positive atmosphere 3.team work --- positive atmosphere 4.???? 4.????

3. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 3 The importance of email International trade (e-business..) International trade (e-business..) Internal communication Internal communication

4. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 4 What makes email communication ChatLetterEmail Email Telephone Meeting (intonation, body language,..) (What requirement from you ?) More considerate!

5. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 5 Background info 1.email VS traditional letter 2.how to use send email effectively

6. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 6 Audience 1. Personal relationships: hard to develop, easy to break E-mail cannot use body language or tone of voice, so it is very difficult to express emotion over e-mail. E-mail cannot use body language or tone of voice, so it is very difficult to express emotion over e-mail. Consider introducing yourself over the phone before you begin e-mail correspondence. Consider introducing yourself over the phone before you begin e-mail correspondence. In cases of misunderstandings, make a phone call to clear things up. In cases of misunderstandings, make a phone call to clear things up.

7. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 7 2. Status An e-mail recipient with a higher position than you An e-mail recipient with a higher position than you A recipient from whom you are hoping to get business A recipient from whom you are hoping to get business A recipient whose position makes him or her more or less aware of language or style issues (e.g. an editor or teacher versus a toy salesperson; an environmental activist versus a member of the NRA) A recipient whose position makes him or her more or less aware of language or style issues (e.g. an editor or teacher versus a toy salesperson; an environmental activist versus a member of the NRA) Audience

8. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 8 Audience 3. Knowledge base What does he or she already know about you and the issue in your e- mail? What does he or she already know about you and the issue in your e- mail? What else does he or she need to know? What else does he or she need to know?

9. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 9 1. Good news We are pleased to inform you that we have accepted your offer. We are pleased to inform you that we have accepted your offer. 2. Bad news We regret to inform you that the items you requested are no longer available. We regret to inform you that the items you requested are no longer available. 3. Answering questions or responding to a request For special orders, you can go to the Fletcher Frames store nearest you or visit our website at www.... For special orders, you can go to the Fletcher Frames store nearest you or visit our website at www.... Situation

10. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 10 Try it out Start an e-mail for the following subject lines. New office rules New office rules Recent customer comments Recent customer comments Enquiry about your new services Enquiry about your new services Great job on your presentation today! Great job on your presentation today! Questions about your proposal Questions about your proposal Insurance policy clarification Insurance policy clarification

11. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 11 Background info Practice time: 1.email VS traditional letter 1.email VS traditional letter 2.how to send email effectively 2.how to send email effectively

12. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 12 Assignment 1.Write an email to your learning partner on the following topic thinking of the audience and situation we have learned today 1. applying for a job (E2,1) 1. applying for a job (E2,1) 2. canceling an internal meeting via email(E3,4) 2. canceling an internal meeting via email(E3,4) 2. Subject: E1-1.english name-applying 3. Deadline to hand in: Wed 4:00 PM (otherwise, reject!) (otherwise, reject!) 4. Do not CC to me this time.

13. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 13 Lesson 20 E-mail Lesson 20 E-mail

14. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 14 1. Determining formality 2. Being clear and concise 3. Avoiding common problems Style

15. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 15 Determining formality Status: The recipient has no audio or visual clues to judge your position, education, maturity, or intelligence by your e-mail. Status: The recipient has no audio or visual clues to judge your position, education, maturity, or intelligence by your e-mail. Ability with language Ability with language E-mail habits and etiquette E-mail habits and etiquette Appropriateness of e-mail content Appropriateness of e-mail content Log-in names, domains Log-in names, domains

16. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 16 Recipient ’ s e-mails: After you have received e- mail from a recipient, consider his or her level of formality when replying. Recipient ’ s e-mails: After you have received e- mail from a recipient, consider his or her level of formality when replying. Your company: Any e-mail sent from an address using your company ’ s domain is a representation of your company. Your company: Any e-mail sent from an address using your company ’ s domain is a representation of your company. Determining formality

17. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 17 Desired response: Desired response: More formal e-mails get fewer responses than less formal e-mails. Announcements to large groups might be more formal so that your inbox does not fill up with unnecessary responses. More formal e-mails get fewer responses than less formal e-mails. Announcements to large groups might be more formal so that your inbox does not fill up with unnecessary responses. Determining formality

18. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 18 Being clear and concise 1.Limited subjects 1.Limited subjects Relevant subject line Relevant subject line Usually one subject per e-mail Usually one subject per e-mail 2.Context 2.Context Who you are Who you are How you found out about the recipient How you found out about the recipient Your enquiry or request Your enquiry or request Why your request or situation is important to the recipient Why your request or situation is important to the recipient In replies, enough quotation of original e-mail In replies, enough quotation of original e-mail

19. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 19 3.Requirements and expectations 3.Requirements and expectations Clear statement of the results you expect from your e- mail Clear statement of the results you expect from your e- mail Deadline, as applicable Deadline, as applicable 4.Vocabulary 4.Vocabulary Simple Simple Occasional “ big words ” Occasional “ big words ” Correct usage: Big words used wrong are not impressive. Correct usage: Big words used wrong are not impressive. Not too obscure: Do not depend on a dictionary, or you will end up using words like “ exercitation ” or “ magniloquent, ” which your reader will not understand. Not too obscure: Do not depend on a dictionary, or you will end up using words like “ exercitation ” or “ magniloquent, ” which your reader will not understand. Being clear and concise

20. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 20 5.Specific wording 5.Specific wording Do not overuse general words, such as “ information. ” Exactly what information? Do not overuse general words, such as “ information. ” Exactly what information? Avoid using too many pronouns. State the person or item ’ s name so that your meaning is very clear. Avoid using too many pronouns. State the person or item ’ s name so that your meaning is very clear. Carefully quote necessary parts of your correspondent ’ s e-mail. Do not quote irrelevant parts of the e-mail, and include specific details in your own writing so you do not need to quote too much of theirs. Carefully quote necessary parts of your correspondent ’ s e-mail. Do not quote irrelevant parts of the e-mail, and include specific details in your own writing so you do not need to quote too much of theirs. Being clear and concise

21. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 21 6.Short messages, short paragraphs 6.Short messages, short paragraphs Shorter, if possible Shorter, if possible Enough to ensure clarity Enough to ensure clarity Snail mail or a fax for long messages Snail mail or a fax for long messages Being clear and concise

22. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 22 Avoiding common problems 1.Conversational style: E-mail has many conversational elements (speed, level of formality), but lacks nonverbal cues to your meaning and emotion (tone of voice, facial expressions, body language, common environment, etc.). Be careful not to say something in an e-mail that can be easily misinterpreted. 1.Conversational style: E-mail has many conversational elements (speed, level of formality), but lacks nonverbal cues to your meaning and emotion (tone of voice, facial expressions, body language, common environment, etc.). Be careful not to say something in an e-mail that can be easily misinterpreted.

23. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 23 2.Greeting: A simple greeting at the beginning of each e-mail and the regular use of the recipient ’ s name will help foster a good relationship, which in turn will reduce misunderstandings. 2.Greeting: A simple greeting at the beginning of each e-mail and the regular use of the recipient ’ s name will help foster a good relationship, which in turn will reduce misunderstandings. Avoiding common problems

24. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 24 3.Point of view: Consider the reader ’ s point of view. You do not know what else is going on in the reader ’ s office and life at the time he or she reads your e-mail. In addition, while you already know your entire situation and exactly what you mean, your reader must interpret your meaning only from the words you type. 3.Point of view: Consider the reader ’ s point of view. You do not know what else is going on in the reader ’ s office and life at the time he or she reads your e-mail. In addition, while you already know your entire situation and exactly what you mean, your reader must interpret your meaning only from the words you type. Avoiding common problems

25. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 25 4.Humor: Because humor is highly dependent on non-verbal elements, be very careful when trying to express humor by e-mail. 4.Humor: Because humor is highly dependent on non-verbal elements, be very careful when trying to express humor by e-mail. 5.Frustration and anger: If you are feeling frustrated or angry, do not send an e-mail. Wait until you have calmed down. 5.Frustration and anger: If you are feeling frustrated or angry, do not send an e-mail. Wait until you have calmed down. Avoiding common problems

26. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 26 6.Phone calls: When you and your recipient have become confused, frustrated, or angry, consider calling him or her to clear up the situation. 6.Phone calls: When you and your recipient have become confused, frustrated, or angry, consider calling him or her to clear up the situation. 7.Privacy: Remember that e-mail is never completely private. Do not say something on e- mail that could come back to haunt you. 7.Privacy: Remember that e-mail is never completely private. Do not say something on e- mail that could come back to haunt you. Avoiding common problems

27. David’s Studio David’s Studio Education Creates Values… Education Creates Values… 27 What Do You Think? To whom do you think the following e-mails were sent? I would like to arrange a meeting with you concerning the contract with Barefoot Iguana at your earliest possible convenience. I would like to arrange a meeting with you concerning the contract with Barefoot Iguana at your earliest possible convenience. Would it be possible to have a quick meeting later today? Would it be possible to have a quick meeting later today? Hey, do you have time to meet with me after lunch? Hey, do you have time to meet with me after lunch? There will be an all-staff meeting today at 3 pm. There will be an all-staff meeting today at 3 pm.