LETTER AND E-MAIL CONVENTIONS

BASIC PRINCIPLE & THINGS TO AVOIDPart I.

Things to Avoid: “Clichés”

• Old-fashioned expressions• Keep it Short and Simple (KISS)• Active instead of Passive• Proper, not excessive,

appreciation.

Reference: http://www.shirleytaylor.com/article_02.html

I would like to bring to your attention…

With reference to your previous e-mail

Enclosed herewith please find…

I should be very grateful if…

Better to Be Sophisticated?

Subject: PBG Project Problem Solved

Hi Jessie,

Thank you for your call in the morning.

I’m very glad that we were able to solve the PBG Project problem. I’ll still be in the office until 3 p.m. when you decide how I can help you again. Good luck with you.

Sara

Subject: Problem solved!!

Jessie --- we spoke earlier, and glad to note the problem is solved. If you need further information or assistance please revert.

Thanks & Regards.

Sara

Consider this…

Basic Principles : 5C

• Courtesy and Consideration

• Conciseness • Clearness 　• Completeness and Concreteness

• Correctness

禮貌、體貼簡潔

清晰

完整、具體正確

THE CONTENTPart II.

How to Start a Letter• Personal letter--start with “well-being”

– “I hope you are well” – “How‘s it going?”

• Business / Formal letter– Straight to the point– Be concise and relevant

• What need to be communicated• Know what not to write

Content—Formal Letter

點出主題說明結語• First Paragraph-- short purpose

• Subsequent Paragraphs– Relevant information behind the writing– Essentials and concentrate/clear and logical

• Last Paragraph– what you hope others to do

※Proofread your letter※

Letter Sample

Dear Mr. Cheng,

Congratulations on your recent promotion to vice executive.

I know how hard you have worked to earn the recognitionyou presently enjoy at the company, and I feel thatthey are very wise in having made their choice.

Please accept our best wishes for your success in yournew position.

Sincerely yours,Ten Brown

正文 ( Body) －結尾範例

• 希望早點得到對方的回信 :• I am looking forward to your reply.• Your early reply will be highly appreciated.

• 祝福他人好運 :• I wish you every success in the coming year.• I hope everything will be well with you.

IMPROVE YOUR WRITING Part III.

Take It Easy, Man!

Before After

If there are any points on which you require

explanation or further particulars we shall be glad to

furnish such additional details as may be required by

telephone.

If you have any questions please call.

It is important that you shall read the notes, advice

and information detailed opposite then complete the

form overleaf (all sections) prior to its immediate

return to the Council by way of the envelope

provided.

Please read the notes opposite before you fill in the

form. Then send it back to us as soon as possible in

the envelope provided.

Take It Easy, Man!

Instead of Say

in spite of the fact that despite

come to a decision decide

with regard to about

at the present moment in time now

conduct an investigation investigate

in view of the fact that as, since

in the event that if

in the very near future soon

at a later date later

we would like to ask you to please

I would appreciate it if you would please

“Active” and “Passive” Voices

Active Passive

The dog bit him. He was bitten by the

dog.

We will send your goods

within 14 days.

Your goods will be sent

by us within 14 days.

When to use passive voice? • Giving extra emphasis or hide something:

Passive Active

NOUN

Our restaurant has been

recommended by all the leading

hotels in Singapore.

All the leading hotels in

Singapore recommend our

service.

VERB

•The rumor was spread all over the place.•Your goods will be sent within 14 days.

• He spread the rumor around the place.•We will send your goods within 14 days.

TACTAn unfortunate mistake was made. We made an unfortunate

mistake.

An Appropriate Tone

• Elements you should analyze before writing:– your status – the status of the reader – the content of the message – your relationship with the reader

An Appropriate Tone: Examples• Consider the following expressions:

Before After

Problems of this type are quite

common with this cheaper model.

Next time I suggest you spend a bit

more money.

Problems of this type are far less

common with the more advanced

model.

This problem would not have

happened if you had connected the

wires properly in the first place.

This problem may be resolved by

connecting the wires as shown in the

handbook.

An Appropriate Tone: Strategy

• Avoid impoliteness: "Please ..."

• Avoid over-politeness or cliche: "I should be very grateful ..."

• Soften the tone: “Unfortunately ...” ，“ However ...“ ， "I am

sorry ..."

Please see the attachment for more details.

I should be very grateful if you could help me to...

Unfortunately, the plane may not arrive in time.

Consider this…From sallyturner@rightway.com

Date 25:7:03   16:06:29

To johnwong@rightway.com

CC  

Subject REMINDER!!!

John

Appreciate if you would consider and bear in mind that I am no longer responsible for dealing with petty cash. Some of

your staffs keep bringing their vouchers to me, but this responsibility has been taken over by Martin in Accounts, he is

the one who should be contacted henceforth for all petty cash matters.

Your co-operation is appreciated in making sure all your staffs know about this.

BRgs/Sally

About E-mail...• Capital...

– “ I look forward to seeing you on SATURDAY and would appreciate it if you can bring me THE BOOK as well.”

– “TO ENSURE YOUR STAFF CLAIM IS PROCESSED AND PAID, PLEASE DO FOLLOW THE BELOW CHECKLIST.”

• Squeeze into one paragraph• Overload: Content & Subject (<35)• Text language• Is it necessary?