商务英语函电 2电子邮件写作 [武汉理工]

Unit2E mailWriting TeachingObjectives KnowledgeRequirements 1Toenhancestudents awarenessofessentialpropertiesofEnglishE mailwriting 2ToenablestudentstobecomefamiliarwithstructuralpartsandetiquettesofEnglishE mailwriting CompetenceRequirements ToskillfullywritestructuralpartsorthelayoutofEnglishE mailaccordingtothebasicguidelinesofbusinessEnglishcorrespondence PartOneBriefIntroductionofElectronicCommerce E mail 2 1 1GeneralKnowledgeofElectronicCommerce E MailElectroniccommercehaschangedandischanging orevenwillhavebeenchangingpeople swayofbusinessdealingandwayofconsumingaswellaspeople swayoflife ItmeansthatenterprisesorcompaniestaketheadvantageofInternetandinformationtechnology aimingatupgradingoperationefficiency toautomaticallyandelectronicallycarryouteveryphaseofbusinessprocedures suchasmarketresearching negotiating delivering producing moneytransferring after saleservicesprovidingandsoon withpaperdocumentseliminating Insuchprocess thetoolsundertakenforinformationexchanging transmitting processingandstoringbasedonpapermediaarereplacedbythetoolsbasedonelectronicmedia ThroughInternetorWWWinsteadofface to facecontact thebuyersandsellershavefarmorechancestocontacteachother notonlyone to onebutalsomany to manywithoutgeographicalconstrainsortimelimitation E mail theshortformforElectronicMail hasbeenreckonedasoneofthemostpopularlyandfrequentlyadoptedformsofcommunicationservicewhichcanrenderorreceivepersonalandbusiness relatedmessagestogetherwithalmostallkindsofelectronicattachments suchastexts images music videoclippingsandsoftwareprogramstoorfromanypersonintheworldwhohasane mailaddresswithinawink Moreover therecent explosiveexpansionoftheInternethasexertedtheeffectofbringingalargenumberofpeopletogetherunderonenetwork whichfacilitatese mailcommunication particularlyelectroniccommerce throughInternet Asanimportantmediumofbusinesscommunication e mailliessomewherebetweentelephones face to facemeetings andwrittendocuments Itsharesadvantageswitheachofthesemeansofcommunicationinconvenience downloadingandpermanentfiling groupparticipationandspeedwhileitalsosharedisadvantageswithconversationsandpaper basedmediainlanguagewritingskillsandnon verbalization Assuch e mailstendtobesloppier 松散的 orlessformalthanpaper basedcommunication 2 1 2CharacteristicsofE mail Likethetraditionalletter e mailcanconveyinformation exchangemindsanddiscusssomething Ithassignificantcharacteristicsofitsownandstrongpointsthattraditionallettercan tsurpass whichcanbecitedasfollows E mails comparedwithpaper basedcommunication canbemoreinformativetogetherwiththeattachmentsofsoundfilesorvideoclippings Worddocuments WordPerfectdocuments GIF encodedorJPEG encodedimages Photoshopfiles excelspreadsheets andexecutablefiles andsoon E mailscanalsobesentaroundtheclockandaroundtheworldwithoutworryingabouttimedifferencesbetweencountries Therecipientcanrespondatonce thinkcarefullybeforereplyingorjustleaveitunattended E mails althoughlacking real physicalstationary facilitatetheaddresser sorsender scommunicationwithonepersonorwithalargegroupatthemeantimebysimplyclickingonthecontactlist Inapaper baseddocument itisabsolutelyessentialtomakeeverythingcompletelyclearandunambiguousbecausetherecipientmaynothaveachancetoaskforclarification Withe maildocuments theaddresserandtherecipientcaninteractimmediatelyandinduecourse Thismakeslittlesensetoslaveoveramessageforhours makingsurewhetherthespellingisfaultless thewordseloquent andthegrammarbeyondreproach Emails lackingvocalinflection gestures andasharedenvironment donotconveyemotionssoclearlyasface to faceoreventelephoneconversations andthecorrespondentmayhavedifficultytellingiftheaddresserisseriousorkidding happyorsad frustratedoreuphoric Therefore e mailstendtobesloppierandmoreconversationalthanpaper basedcommunication andtheaddresserneedstobeawareofwhentobesloppyandwhentobemeticulous a 一丝不苟的 精确的 Moreover someofthee mailaddressescanbeappliedforfreeofcharge e g yahoo hotmail sina 163 etc Thetypicalformoftheaddressis xxyyzz ABC com Thelettersbefore representtheuser scodesandthelettersafter representthenameoftheservicedevicewhichprovidetheuserwithservice forinstance Clintonxue However astothecontent therearemanysubjects suchasdisciplinaryaction conflictsabutgradesorpersonalinformation concernsaboutfellowclassmatesorworkmates complaints tonamejustafew thataretoosensitivetodiscussovere mailsmainlybecausemisinterpretationcouldhavearisenandresultedinseriousconsequences Whenitappearsthatadialoguehasturnedintoaconflict itisbesttosuggestanendtotheswapping 交换 ofe mailandtoturntotalkingormeetinginperson PartTwoBusinessE mailWriting E mailsarewidelyusedinbothinternalandexternalbusinesscommunications Anybusinessdocument solongasitcanbegeneratedby scannedinto ordownloadedontoacomputer canbesentasane mailthroughcyberspacetoanothercomputer Inthiscase ane mailisnotjustatypeofwritingbutmayalsobeconsideredamediumofbusinesscommunication Butalargenumberofpeoplesuffermishapsbecausetheydidnotunderstandhowtoadjusttheircommunicationstylestothisnewmedium soitisnecessarytointroducethestandardformatofemail regulatethelayoutofemail andoffersometipsofe mailwriting 2 2 1LayoutofBusinessE mailIndifferentwebsite ane mailmaylookdifferentondifferenttemplates thepre setformwithemptyfieldstobefilledinbytheemailwriter Thosemayputyouintroubleofusingthismoderncommunication Seethefollowingtwolayouts Layout1andLayout2 Layout1 Layout2 However thebasiccomponentsofane mailarestillthesame i e theheading whichusuallyincludes TO FROM and SUBJECT atleast andthemessage whichincludesthesalutation bodyandclosing Theheadingofabusinesse mailisverysimilartothatofabusinessmemo usuallyinclusiveofthefollowingfieldsfordifferentinformation TO nameoftherecipientortherecipient se mailaddress FROM nameofthesenderorthesender se mailaddress CC carboncopy nameofanotherrecipientexpectedtoreceivethee mail BCC blindcarboncopy nameofanotherrecipientalsoexpectedtoreceivetheemail butwithoutbeingknownbyotherrecipientslistedin TO or CC DATE dateofsendingthee mail SUBJECT subjectormainideaofthee mail ATTACHED orATTACHMENT anyfilestobesenttogetherwiththee mail Someofthesefieldsarenotnecessarilyalwaysvisible The BCC and ATTACHED orATTACHMENT fields forinstance arevisibleonlywhenusedbythesender Dependingontheemailprogram the FROM and DATE fieldsmaynotbevisibleonthesender stemplate Thetemplateitselfappearsautomaticallywheneverthewriterclicksonthe newmail replytoall oronthe forward buttonfoundonthetoolbarofanyemailprogram Themessagepartofabusinesse mailisnodifferentfromthatofabusinessletterormemo Formalsalutationssuchas DearMs Smith and Sincerelyyours aresuitableforletter stylebusinessemailsaddressedtoindividualswithwhomyouareunfamiliar Whenabusinesse mailfunctionsasamemo ontheotherhand thesalutationandcomplimentaryclosecanbeomittedaltogether Comingnextisthedetailedregulationofthelayoutofe mail 1 To LineWritetherecipient saddress whichyoucanputondirectlyorselectfromthelistofconnectors Makethattheaddressyouwriteiscorrectandavailable 2 CC carboncopy or BCC blindcarboncopy LineAlthoughcarboncopypaperisobsoletetechnology thetermpersists A blindcarboncopy mightgotoapersonbeinginformedofwhat sgoingonbutnotdirectlyinvolved Theseheadersareoptional Recipientsonthe bcc listarenotknowntotherecipientsonthe cc or list list 3 Subject LineAsubjectlineisasummaryofthemessageandmanifeststhesender sindicationorintention Alsoitshouldbeshort sentenced concisebutinformative Thusitisadvisabletopertainclearlytothee mailbodytohelptherecipientmentallyshifttothepropercontextbeforeheorshegoesoverthemessage Draftthemessagefromthepointofviewoftherecipient Thelastattempttotryistosende mailswithsubjectslike importantinformation or pleasereadthis assuchmessageispronetobetreatedasjunkmail E g Subject needXYZbeforeThursEmily IneedXYZtoprepareforanimportantreport ItmustreachmebeforeThursday Herethesubjectlinesummarizessmartlythemostimportantdetailsofthemessage Ifthemessageisinresponsetoanotherpieceofe mail youre mailsoftwarewillautomaticallyprefacethesubjectlinewith Re or RE Ifyoure mailcompositionsoftwaredoesnotavailyouwiththis itwouldbepolitetoputin Re or RE manually E g Subject Re needXYZbeforeThursEdward IamoutsideNewYorknow WhenIambackinWednesday theXYZwillbesent Fortime criticalmessages startingwith URGENT isagoodidea especiallyifyouknowthepersongetsalotofemail E g Subject URGENT needXYZbeforeWednesdayEmily I veforwardedthedateofmakingthereport PleasesendtheXYZbeforeWednesday I dreallyappreciateit Forrequests startingwith REQ cansignalthatactionisneeded Subject REQ needXYZbeforeThursEmily IneedXYZtoprepareforanimportantreport ItmustreachmebeforeThursday Fornon urgentinformationthatrequiresnoresponsefromthecounterpart itisadvisableprefacingthesubjectlinewith FYI ForYourInformation asinthefollowingexample Subject FYI therelevantmaterialtothereportEdward Isendtherelevantmaterialtothereport hopefullyitmaybehelpful 4 Attachments Line Attachments lineistheplacewherethesendercanspecifyadocumenttorenderthroughe mail Thisfacilitatesallpartiesinvolvedtoshareessentiallyanyfileinanyformat soundfilesorvideoclippings GIF encodedorJPEG encodedimages Worddocuments WordPerfectdocuments Photoshopfiles excelspreadsheets andexecutablefiles andsoon Beforeattachingsomethingtothee mail paycarefulattentiontothefollowingtips 1 Entitletheattacheddocumentorfileinawayeasytobefoundoncetherecipientdownloadsittohisorherfiles 2 Keeptherecipientinformedofthetypeofsoftwareadoptedincreatingtheattachmentdocument ofitsyear version andofitstitle Forexample thefileattachedisnamed pricelist doc andinMSWord2003 3 Makesurethatattachmentsbeingsentareproperlysizedotherwisetherecipientmightbeputintotroubleinhandlingthem 4 Redundantattachmentsshouldbeavoidedoreliminatedespeciallythoseattachmentswithunnecessarilyrepetitiveinformation 2 2 2GeneralGuidelinesforE mailWriting Communicatingbye mailisnodifferentfromwritingonyourcompanyletterhead Generallyspeaking formale mailissimilartoletters andinformaloneissimilartoconversationorspeech Thissectiondealswithasetofdosanddon tsine mailwritingthatarerecommendedbybusinessandcommunicationexpertsinresponsetothegrowingconcernthatpeoplearenotinapositiontomakethebestoftheire mail andofferssomeguidelinesthathelpfacilitatebettercommunicationbetweensendersandtheirreaders Bearthefollowingdosanddon tsinmind whichcanmakemessagesclearerandmoremeaningful Amoreformalstyleiscommoninbusiness asthee mailmaybekeptasarecordofbusinesscommunicationandevidence Inaformale mail itisoftendesirabletousethesamegreetingsandcorrespondingclosingsasinaletter E g DearMr Russellandyourssincerely However sincee mailispartofthevirtualworldofcommunication manypeoplecommunicateintheire mailmessagesthesamewaytheydoinvirtualchatrooms withmuchlessformalityandsometimestooaggressively Ifinsuchcase itisadvisableforthesendertofollowthatstyleinthecorrespondingmessage Informale mailsadoptthefollowinggreetings Towhomitmayconcern DearDianna HiDianna Hi Nogreetings Anditscorrespondingclosings Yoursfaithfully Regards or Bestregards Takecare or Bestwishes Allthebest Yournameonly e g Edward 1WritingofGreetingsandCorrespondingClosings Quoteexactlywhatissaidintheingoingmailandrespondstrictlyandaccordingly Whenclickingonthe reply button thewritershouldincludeonlythepartthatreferstothemostrelevantinformationorquestionsbeingposedandtherestofthemessageshouldbeomittedotherwiseitisliabletohamperthereader scomprehension Trytomakethee mailconciseandeye appealingwithmessagebriefingatthestart Forreaders convenience keepthee mailconcise preferablytoonepage sothattheydonothavetoscroll Generallyspeaking thee mailshouldbeapproximatelyonepageprintedorthelengthofyourcomputersscreenbeforescrollingunlessitbecomesanecessityfore mailmessagestobelongerenoughtoconveyimportantinformation Organizationsseekingtoreducetheirpapercostsaswellastosustainenvironment friendlydevelopmentwillresorttoe mailastheirprimarysourceofcommunication Thefirstfewlinesofthemessageshouldbeasummaryandindicatewriter sintentiontothereader Unlikepaper basedcorrespondence thewritershouldhavetheconclusionatthestartofthemessage nottilltheend Rememberthatthereaderwillconcentrateonlyonthefirst10to20linesofthemessageonscreen Ifthoselinesarenotimpressiveorinterestingenough theywilldeletethemessagewithoutreadingfurther 2WritingoftheBodyorMessage Forexpressiveandimpressivemessages asterisks extraexclamationmarks extraspellingofawordletter capitalletters andsmileycanbepositivelyexploitedandbroughtintofullplay Writersoftenfindthemselvesinadilemmaashowtotypeexactlywhattheywouldfeeloremphasizeine mail Unfortunately withoutthetoneofvoicetosignaltheiremotion itispronetomisinterprettheirtruemeaning Whilewriterscannotmaketheirvoicehigherorlower louderorsoftertoexpress therearethingstheycandowiththetexttoexpresstheirfeelings 1 Enclosethekeyword s inasterisks orcapitalizethefirstletteronlyofthewordsformildemphasisInsteadof ClintonsaidthathewascominghomelastTuesday SAY Clinton said thatshewascominghomelastTuesday Or Clintonsaidthatshewascominghomelast Tuesday ThompsontoldhissisterthathewouldbeattheSchoolLibrary butshethinksheforgot 2 Useallcapitallettersorsomeextraexclamationmarks extraspellingofawordletter boldfacedlettersandsmileyforexpressiveandimpressivemessages Insteadof ShouldItellMarylynabouttheaccident No She llprobablygetrealangryandscream SAY ShouldItellMarylynabouttheaccident No She llprobablygetrealangryandscream Welllllll uhhhh yousee ummm I mengagedelsewherethatevening Extraspellingofawordletterheresignalsthespeaker slengtheningvoiceandrefusal However rememberthatitistotallyinappropriatetouse allcapitalletters toomuchotherwiseitmightlooklikeyouare shouting e g HEY IJUSTWANTEDTOKNOWIFYOUHADACCOMPLISHEDTHEMISSION Theappropriatewaytoachievethisgoalistowritelikethis Ifyouevercallmeagain Iwillnever never Never NEVER talktoyouagain NOTE Don tusethisexceptinextremecases whicharefew 3 Usinggesturesorsmileyforexpressiveandimpressivemessages Textmessagesnotonlylacktheemotionalsignalsthatvocalinflectionrenders butalsolackcuesfromsignorbodylanguage Thereisnowinkingoftheeyestosayyouarekidding nohittingthedeskwithyourhandtoshowfrustrationoranger andnoshoulderslumpingtodisplaydiscouragement Whilethewritersarenotlikelytoaccompanytheirwordswithhandorfacialgestures thereareseveralwaystodescribesignorbodylanguage Thesearecalled Smiley Afacialexpressionoremotioncanberepresentedwithwhatiscalleda smiley or emotion atextualdrawingofafacialexpression seethefollowingtable 4 Tryabbreviationsandacronymsforexpressivemessageswithbrevityandindividuality Abbreviationsandacronymscontributetotherealizationofexpressivemessageswithbrevityandindividuality However remember Onlyuseabbreviationsandacronymsknownorfamiliartothepersonyouaree mailing Someabbreviationsoracronymsfrequentlyusedinemailscanbecitedasfollows A K A AlsoKnownAsASAP AsSoonAsPossibleBFN ByeforNowB4 BeforeBRB BeRightBackBTW BytheWayCU SeeYou Good bye 88 CUL8er SeeYouLaterCU2MORROW SeeYouTomorrow FANX4URELP ThanksForYourHelpFAQ FrequentlyAskedQuestionsGR8 GreatHTH HopeThisHelpsIAC InAnyCaseIMO InMyOpinionIMHO InMyHumbleOpinionIOW InOtherWordsLOL LaughOutLoudMTE MyThoughtsExactlyOIC OH ISEEOTOH OntheOtherHandPLS PleasePOV PointofViewTIA ThanksinAdvanceTKS TNX ThanksTTYL TalktoYouLater Useadescriptiveandinformativesubjectheading Trytokeeptoonesubjectpermessage don tcovervariousissuesinasinglee mail Usebulletedliststobreakupcomplicatedtext Quoteexactlywhatissaidintheoriginale mailandrespondstrictlyandaccordingly Trytomakethee mailconcise tothepointandeye appealingwithmessagebriefingatthestart Tryabbreviationsandacronymsforexpressivemessageswithbrevityandindividuality butonlythoseknownorfamiliartothepersonyouaree mailingcanbeused Forexpressiveandimpressivemessages asterisks extraexclamationmarks extraspellingofawordletter capitalletters andsmileycanbepositivelyexploitedandbroughtintofullplay Concludeyourmessagewithactionsrequiredandtargetdates Ifyouareunsureaboutwhichstyletofollowinane mail itisbesttoadoptamoreformalstyle Inmoreformale mailsyoucanrespondtoquestionsandqueriesbyinsertingyouranswersintotheoriginalmessage whichisthensentbacktotheoriginalwriter GeneralTipsorGuidelinesforE mailWriting UsefulExpressionsandConventionalitiesforE mailWritingWWW WorldWideWebsnailmail 相对于瞬间传给对方的电子邮件 传统邮件俗称为snailmail 意思相近的术语还有p mail physicalmail website 互联网网站webpage 网页onlineshopping 网上购物URL UniformResourceLocator通用资源位标http HyperTextTransferProtocol超文本传输协议 Sentencestructures Toexpresshappiness Iwasdelightedtohearthat Iwaseverypleasedtolearnthat Itwasindeedgratifyingtoreceivethenewsthat Itisdelightednewsformetolearnthat Delightedtohearof andwishtooffermyeverysincerecongratulations Iamverypleasedtohearof Iamverygladtohearthat Toexpresscongratulations Iwouldliketoextendmywarmestcongratulationsto