1. Composition

2. When to use

3. When to use ?
If the communication will require a lot of back-and-forth discussion or if the subject is delicate or sensitive you should call or speak with the person directly.

4. When to use ?
If a discussion is becoming emotionally charged, stop exchanging s. Speak to the person directly to clear up any misunderstandings.

5. When to use ?

6. When to use email? To expedite the communication
For brief and simple responses
can be read and immediately discarded
To relieve the burden of playing telephone tag
telephone tag: a situation in which two people keep trying to call each other on the telephone but are unable to reach each other

7. Email writing as a rhetorical act
requires consideration of the same rhetorical elements as you use in letter writing and phone calling:
Subject
Audience
Purpose
Persona
rhet·o·ric
ˈredərik/
noun
noun: rhetoric
the art of effective or persuasive speaking or writing, especially the use of figures of speech and other compositional techniques.
synonyms:oratory, eloquence, command of language, way with words "a form of rhetoric"
language designed to have a persuasive or impressive effect on its audience, but often regarded as lacking in sincerity or meaningful content.
"all we have from the opposition is empty rhetoric"
synonyms:bombast, turgidity, grandiloquence, magniloquence, pomposity, extravagant language, purple prose; More

8. Write to think Take your time to brainstorm the following ideas:
What are some of the typical subjects you address in your business writing?
Who are some of the audiences to which you write on the job?
What are some of the purposes you have for your written communication?
What are some of the voices or personas you have to use while writing in your office?

9. Consider Your Audience

10. Consider your purpose Business writing is persuasive writing.
Some business writing will try to persuade the reader to take an action or think about something a certain way.

11. Consider your audience
Put yourself in your reader’s place
If your message does not meet your reader’s needs or if it isn’t written at his or her level of understanding, your message may be ignored.
How interested or involved in the subject is my reader?
How knowledgeable is he or she about the subject?
What is my reader’s purpose for reading? To make a decision? To be better informed?

13. To: personidon’tknowwell@ecu.edu From: staffperson@notecu.edu
Read the and list the things that you feel this writer does wrong in her .
To:
From:
Subject: workshop
IT HAS BEEN A WHILE SINCE YOU SENT YOUR ABOUT THE WORKSHOP THAT IS COMING UP. I HAVE BEEN VERY BUSY WITH ALL OF THE EVENTS ON CAMPUS. MATCH DAY WAS VERY BUSY FOR OUR OFFICE, AND WE ARE PREPARING FOR SEVERAL MEETINGS THAT ARE COMING UP SOON. DR. DOLITTLE CAN BE SO HELPLESS AT TIMES;) I AM SENDING A POWERPOINT ATTACHMENT. IT SHOULD ANSWER ALL YOUR QUESTIONS. THE WORKSHOP IS DEALING WITH WOMEN IN MEDICINE. HAVE A NICE DAY.

14. Why is email etiquette important?
Personality of printed word
Reader’s misinterpretation
Reader will form a judgement about the quality your service
It is a lasting record that can be passed to others as an example of exceptionally good, or very bad, customer service.

15. Email etiquette - Dos Check email promptly
Read each message carefully before you send it
Develop an efficient plan for handling
Be conscious of what you might be forwarding
Do not alter messages that you are forwarding or reporting
Exercise caution against viruses
Send short, direct messages

16. Email etiquette – Don’ts
Avoid sending confidential information
Do not send messages that provoke a strong emotional response from the receiver
Do not allow to substitute for personal interaction

17. writing

18. Effective subject lines
Ineffective subject lines
Clarity
Descriptive
Critical information
Effective subject lines

19. Email Content Greeting Using a name in the greeting:
Ensures recipient that the message is for him/her
Is a social necessity
Develops rapport & connection
Creates a more professional impression
Deciding on the title:
Formal greeting – use Mr. or Ms.
E.g.: “Mr. John Smith” or “Ms. Sager”
Informal greeting – use only first name
E.g.: “John”
Casual greeting – use full name without title
E.g.: “John Smith”
Closing
Choice of words:
Use “Sincerely” or “Regards”
Punctuation in closing:
Use comma
E.g.: “Sincerely,” or “Regards,”
Details about signature blocks:
Best position is at the end of the message
Ideal to use four or fewer lines
Provides ways to find you other than replying to the
People can trace you even if your message was forwarded
Do not include pictures, quotes, animations

20. Email Content Spacing Spacing the greeting:
Use double space between the greeting and message
Spacing the message’s body:
Sentences within a paragraph are single space
Use double space to separate between paragraphs
Do not indent the paragraphs
Use double space between the last sentence and the closing
Spacing the closing:
Use double space between the closing and the beginning of your signature block
Use single space within the signature block

21. Email Content Brevity and clarity Try to keep each email short
Use paragraphs (5 sentences each)
Is this message scannable and actionable?
Use topic sentences
One topic per
Provide important dates or references
Put each action or point on its own line
A topic sentence is a sentence that captures the meaning of the entire paragraph or group of sentences. It tells what the passage is mainly about. First, try to find a topic sentence in the paragraph or section of the text to use as a topic sentence.

22. Content
Your Goal: to include enough information to keep the reader’s interest but not so much information that you waste the reader’s time and obscure your main point.

23. Organization Short communication: The inverted triangle
Present your conclusions or major idea first, followed by the reasons or support.
Example:
Dr. Suess would like to reschedule the meeting he has scheduled with Dr. Spock. He is proposing that they now meet on Wednesday, April 15. While the original meeting was planned for Monday, April 13, Dr. Suess has an out of town appointment on that day. We appreciate your patience and flexibility.

24. Organization Longer messages
Use an “elevator” summary at the start of the so that the organization will be easy to follow.
- Example: “We have had difficulty getting grades posted in a timely manner. Therefore, I am suggesting that…”
Present your reasons first and your conclusions after.
If you require a response from your reader, make sure you ask for one at the start of your .
One idea per paragraph
Table of contents or headings
Hard copy availability

25. Poor Content
Jon, Hey, I was just thinking about the meeting we had about the new workshop you were planning for next week about resume-writing. I think that we may have forgotten to include all of the students who might benefit from this workshop. There are several groups of students at the School of Public Health that were not on your list. Of course you may have added them to you list since our last meeting. Sara from the School of Public Health contacted me to ask if the students from the Epidemiology program were on our list of included students. She also wanted a list of all of the included departments from the School of Public Health. Can you send me a list of all of the included student groups? I can then send the relevant information on to Sara because she needs this information by tomorrow. Thanks, Rachell

26. Better Content
Jon, Can you send me a list of the students included in the resume-writing workshop by tomorrow? We may have forgotten to include all of the students who might benefit from this workshop. There are several groups of students at the School of Public Health that were not on your list. Sara from the School of Public Health contacted me to ask if the students from the Epidemiology program were on our list. I will send her that information tomorrow after I get the list from you. Thanks, Rachell

27. Tone Be friendly and professional.
Avoid negative words, especially those that begin with “un, non, ex” or that end with “less”.
Use contractions to add a friendly, conversational tone. (don’t, won’t, can’t)
Situation + Audience = Tone
A contraction is a shortened form of a word or group of words, with the missing letters usually marked by an apostrophe.

28. Professionalism Before sending, ask yourself…
DON’T TYPE IN ALL-CAPS, IT LOOKS LIKE SHOUTING
Always spell-check before sending
- Set your program to automatically check before sending
Re-read for other spelling, grammar and punctuation errors
Always proofread at least once! Read it aloud.
Complete the “TO:” or recipients’ line last
Before sending, ask yourself…
Would I be comfortable having this posted on a public bulletin board or forwarded on to my entire department?
Remember! s are permanent and searchable.

29. Reminders for Emailing a complaint
Give the news first
Avoid assigning blame
Avoid ambiguity
Give the context, the history of the problem
Give the history of your efforts to solve the problem
Tell the reader why he or she is involved and what he or she needs to do to help solve the problem
Avoid venting. Strive for an “objective” tone.
Offer a positive resolution at the ’s conclusion

30. Flaming
“Flaming is a virtual term for venting or sending inflammatory messages in .”
--Purdue owl
Flaming tends to create conflict
Flaming makes long-term enemies
Remember, what you write in an cannot be taken back!

31. Controlling flaming
Ask yourself: “Would I say this to the person’s face?”
Calm down before responding to an that has irritated you.
Read your twice before sending it.
Assume your will be misunderstood and that the intent with which you wrote it will not be assigned to it.

32. Reminders in Responding to a flame
Empathize with the reader and avoid engaging in a dispute
Thank the reader for bringing the matter to your attention
Explain what circumstances led to the problem, as you understand it
If you are aware that the situation is in the process of being resolved, let the reader know in the first sentence or two
Apologize if necessary

33. Thank you!