电子商务课题英文电子邮件礼仪.ppt

Sarah Wong January 2nd, 2013,EMAIL ETIQUETTE,overview,AGENDA,A.Email Basics,B. Email Management,C. Email Writing,I.EMAIL COMPONENTS II.BEFORE SENDING OUT III.KNOW YOUR AUDIENCE,A. Email Basics I.EMAIL COMPONENTS,A.I.1.SUBJECT,Subject Lines are Headlines Subject: Meeting Hi Jim, I just wanted to remind you about the meeting we have scheduled next week. Do let me know if you have any questions! Best wishes, Mark Why is this a bad headline?,A.I.1 SUBJECT (CONTINUE),Any problems you spotted below?,! specific !,A.I.2. RECIPIENT,Send your email to the right person To Cc Bcc Order of recipients in To Cc fields Enter the recipient last,A.I.2 RECIPIENT (CONTINUE),A.I.3.BODY - STRUCTURE,A.I.3. GREETING,A.I.3. OPENING CLOSING,A.I.3. BODY TEXT,KISS Principle: Keep It Simple, Short,A.I.3.BODY TEXT(CONTINUE),Format Avoid one paragraph Avoid long sentences Avoid all capital letters Avoid too many abbreviations Use bullet points, numbered lists when appropriate Highlight keywords (bold or italic) for emphasis Be aware of date, time and number format for different countries,Readability,A.I.3.BODY TEXT (CONTINUE),Font ONE Font (e.g. Arial), NO Fancy Fonts ONE Size (e.g.10), NEITHER too small NOR too large ONE color (e.g. black), NO background,Clear,A.I.3. SIGN-OFF,A.1.3.BODY- SPACING,Greeting Opening Paragraph 1 Paragraph 2 Paragraph Closing Sign-off Signature Remember to use standard capitalization, indent and punctuation.,A.I.4.SIGNATURE,Jing Tao Senior Software Engineer Insigma Hengtian Software Ltd. | Tel: +86-57189980000 | Cell:| Fax: +86-57189989999 Email: jingtao Building J1, Insigma Software Park, 1 Xiyuan8 Road, West Lake District,A.I.4.SIGNATURE (CONTINUE),Confidentiality Notice: This e-mail and any attachments are intended for the sole use of the individual or entity to which it is addressed and may contain information which is privileged, confidential and prohibited from disclosure or unauthorized use under applicable law. If you are not the intended recipient of this email, you are hereby notified that any use, dissemination, distribution, or copying of this email or the information contained in this email is strictly prohibited by the sender. If you have received this transmission in error, please notify the sender by return email and delete all copies from your system. Thank you for your cooperation.,A.I.4.SIGNATURE (CONTINUE),Tools - Options - Mail Format - Signatures,A.I.4. SIGNATURE (CONTINUE),A.I.5. ATTACHMENT,Be careful about what you attach Avoid it if possible If you have to use it As few as possible As small as possible WHY?,A.II.BEFORE SENDING OUT,ALWAYS check your spellings Use Outlook auto spelling check. Dont misspell recipients name, NEVER, EVER! ALWAYS read carefully Set message priority Flag message to follow up,“Should have paid closer attention to my e-mail.”,A.III.KNOW YOUR AUDIENCE,Think how people will feel after reading your email. Happy Confused Annoyed Waste of time Dont send a message when you are angry.,AGENDA,A. Email Basics B. Email Management C. Email Writing,YOUVE GOT MAIL,Switch off your message alert,When?,B.I. EMAIL PROCESSING FLOWCHART,Youve got mail,Youre busy with an important task,You can take a moment,Carry on,Scan messages,Save,Delete,Forward,Reply,later,B.I. PROCESSING MAIL,Save for later if Messages are lower priority Messages dont need immediate attention Messages are for reading only Delete junk e-mails *Check your junk e-mail folder regularly just in case Forward it to someone else Pass the message on with a note Let the sender know the new contact,B.I. PROCESSING MAIL,Act on it If simple response is needed, then Reply immediately If thought and detailed response is needed, then Acknowledgement message first; e.g. Detailed information later.,Hi John, Thanks for your message. I need to check up on a few things before I can reply, so please give me a couple of days and Ill get back to you as soon as I can. Cheers, Mark,B.II. RESPONDING,Two Ways to Respond Maintain the “thread” Create a new message Three Options to Respond Reply Reply to All Forward Think before you reply to all: Does everyone need to know it? Think before you forward: Do you have the senders permission?,B.III. AUTO-REPLY MESSAGES,Activate out of office message when you are away. E.g.,Thanks for your message. Im away from the office on a short vacation from 24 to 28 July. For urgent matters, please contact Jing at jingtao. Otherwise I will respond to you when I return to the office on 29 July. Many thanks, Shirley,B.IV. OUT-OF-OFFICE MESSAGE SETUP,Tools - Out of Office Assistant,B.V. ORGANIZING MAIL,Folders and Sub-folders,Rules and Alerts,B.V. ORGANIZING MAIL - DEMO,Start doing it now. Youll see the difference!,AGENDA,A. Email Basics B. Email Management C. Email Writing,C.I. GREETING MESSAGE,How are you? How is the project going on? Hope you have a good trip back.,C.II.INITIATE A MEETING,Lets make a meeting next Monday at 5:30 pm. Wed like to have the meeting on Thu Oct 30. Same time. I would like to hold a meeting in the afternoon about our development planning for the project A. I want to talk to you over the phone regarding issues about report development for the XX project. I suggest we have a call tonight at 9:30 pm with you and Brown. Please let me know if the time is okay.,C.III. POINT LISTING,The current status is as following: 1.2. Some known issues in this release:1.2. Some items need your attention:1.2. Here are some questions for your team:1.2. Today we would like to finish following tasks:1.2. Our team here reviewed the newest SCM policy and has following concerns:1.2.,C.IV. PROPOSAL,For the next step of platform implementation, I am proposing I suggest we have a weekly project meeting over the phone call in the near future. XYZ team suggests adopting option A to solve outstanding issues.,C.V. SEEK FOR INFORMATION,What do you think about this? What is your opinion on the schedule? Any problem, please dont hesitate to contact me. Please let me know if you have any questions. Your comments and suggestions are welcomed. Look forward to your feedbac