如何有效的写邮件 How to Write Emails课件

1、Instructor: Gayle McNealROUTINE MEMOS, E-MAIL MESSAGES and MinutesWriting MemosWhy Learn to Write Memos?Although e-mail has reduced the paperflow, many professionals continue towrite memos.You will, as a professional, spendconsiderable time reading andresponding to memos.Points to RememberMemos are

2、a form of internalcorrespondence for employeesThe format of memos differ extensively from lettersMemo formats may varyProcedure and Information MemosThese routine messages usually flow downward; they deliver company information and describe procedures.Tone is important; managers seek employee partic

3、ipation and cooperation.Characteristics of Successful Memos and E-Mail MessagesHeadings: To, From, Date, SubjectSingle topicConversational tone-InformalConcisenessVisual signallingHighlightingNumbersBulletsMemo FormattingLine up all heading words with those following Subject.Leave side margins of ab

4、out 1 inches.Indent the lines following bulleted or enumerated items.Do not include complimentary close or signature.Request and Reply MemosMemo requests for information and action follow the direct pattern.Memo replies are also organized directly with the most important information first.Research a

5、nd ComposeCheck files; collect information.Study relevant documents.Make an outline.Write first draft.Revise, Proofread, and EvaluateRevise for clarity.Revise for correctness.Plan for feedback.Organization of MemosMemo headingsSubject lineOpeningBodyClosingSubject LineSummarize the main idea. Budget

6、 Meeting June 3, 10 a.m.RequiredBriefDoes not need to be whole sentenceOmit articlesDoes not need periodSubject HeadingsPhoto ID and Security SystemsPhoto ID & Security System TrainingSecurity System TrainingProposal for Security System TrainingStaff meetingStaff Meeting to Discuss Summer Vacation S

7、cheduleBodyExplain and discuss the topic.Use graphic highlighting to facilitate reading, comprehension, and retention.Consider columns, headings, enumerations, bulleted lists, and so forth.ClosingRequest action, including an end date.Summarize the message, orProvide a closing thought.Writing Plan fo

8、r Memos ClosingRequests actionSummarizes message orEnds with a concluding statementIneffective MemoTO: All EmployeesFROM: Robert MendesDATE: January 26, 2004SUBJECT: Retirement SeriesTO: All EmployeesFROM: Robert Mendes, Employee Benefits ManagerDATE: January 26, 2004SUBJECT: Retirement Planning Ser

9、ies Begins March 8, 2004Effective memoIneffective MemoWe are aware that many employees donot have sufficient data that relatesto the prospect of their retirement.Many employees who are approachingretirement age have come to thisoffice with specific questions abouttheir retirement. It would be muchea

10、sier for us to answer all these questions at once, and that is what we will try to do.Ineffective MemoWe would like to answer your questions at aseries of retirement planning sessions in thecompany conference room. The firstmeeting is March 8. We will start at4 p.m., which means that the company isg

11、iving you one hour of released time to attend this important session. We will meetfrom 4 to 6 p.m. when we will stop fordinner. We will begin again at 7 p.m. andfinish at 8 p.m.Improved MemoEmployees who are thinking about retirement are invited to attend a series of retirement planning sessions beg

12、inning March 8.Because many employees are approachingretirement age and because they havequestions about specific retirementproblems, we have arranged this series.Improved MemoThe speakers include our company benefitssupervisor, a financial planner, and a psychologist who works with retirees.The com

13、pany is providing released time sothat interested employees may attend thisimportant series in the company conferenceroom. Three sessions are planned: March 8,April 4, and May 1. They will last from 4 to 8p.m. with a one-hour dinner break at 6 p.m.X Briefly and clearly define the problem.X Tell the

14、recipient why he or she should care.X Say what you want the recipient to do.X Be quiet.Writing E-mailsCommunicating in the New World of E-MailTo succeed, you must be able to:Express yourself concisely and quickly.Compose at the keyboard.Understand ethics, courtesy, and privacy issues relating to e-m

15、ail.Develop confidence in using e-mail systems.Think globally.Use time management in prioritizing e-mail messages.Write in an error-free style.Avoid email whenDiscussing confidential or sensitive mattersWriting about something that may be misinterpretedAnger or disappointment may color the tone of y

16、our messageImmediate or quick attention is needed; e.g., a spontaneous meetingYou have to be absolutely sure your message was received; e.g., policy changeComposing email messagesHeadings SubjectsSalutationBodyClosingComposing email messagesMatch your conversational styleUse one mail for one message

17、. It makes replying, sorting, and filing much easier.Keep messages short; computer screens are hard to readUse paragraphs and white space to help the readerType in sentence case. All uppercase is hard to read and equates to yellingComposing email messagesAvoid unusual formats, rich text, HTML (see t

18、he next slide)Use good business writing guidelines for organization, grammar, spelling, punctuation. Email creates an image about who you areProofread and edit all messagesKeep your readers email skills in mind. Unfortunately, not all readers know they can change their views, open a message, or that

19、 the scroll bar helps to read long message.Unusual formatsMay not look professionalMay not “translate” between systems May be very hard to readDistract the reader from messageWhat you see, isnt necessarily what they get (screen view/pane sizes)Openings and closingsMatch the tone of your message just

20、 as you would in a letterMaintain professionalismIf in doubt, use a more formal approachHello vs. HeyDear Mr. Soandso vs. no salutation ThanksSincerelyCommon courtesyUse “please” and “thank you” liberallyDo not expect immediate answersCopy only those who really need to knowDo not forward mail that m

21、ight embarrass the original senderDo not overuse abbreviations, emoticons, quotes, capital letters, punctuationDo not use “reply all” unless really necessaryDont send or forward “junk mail”Email is not private or secureDo not send confidential informationDo not send credit card, social security, pur

22、chase order, and similar numbersDo not send any message that you wouldnt want appearing on the front page of a newspaperBe aware that deleted messages may reside on the server for long timeReplying to othersRespond in a timely fashion Use “reply all” judiciouslyRespond only if neededMaintain convers

23、ation “threads” by using “reply” instead of making a new messageUse quotes () to indicate specific material from the previous messageQuote from the last mail agree to hire a temp? Your answer to the question: Yes, I do.AttachmentsAttachments can be: documents, spreadsheets, text files, images, Acrob

24、at PDF files, WAV files, data files Different platforms/systems may show different format resultsThe receiver of the message must own the software required to open an attachmentAttachments on forwarded messages may not stay attachedBe careful of file sizes; use zip files for extra large attachmentsM

25、anaging your mailAvoid printing emails unnecessarily. Set up an electronic filing systemDelete read mail regularly from the “in box” to improve system efficiencyDelete unnecessary “sent” mail Use appropriate views to help keep your mail private in open office situations Smart E-Mail PracticesGet the

26、 address right.Avoid misleading subject lines.Be concise.Do not send anything you wouldnt want published.Do not use e-mail to avoid contact.Never respond when you are angry.Smart E-Mail PracticesCare about correctness.Resist humour and tongue-in-cheek comments.Use design elements to improve readabil

27、ity of longer messages.Consider cultural differences.Protect against e-mail break-ins.Writing MINUTES Writing Minutes of MeetingsAbout minutes Can be defined as a written record of the business transacted at a meeting.May well have some legal and authoritative force.Must summarize the major contribu

28、tions to the discussion in such a way that each speakers interactions are recordedMust be clear about what the speaker “meant”, not just what the individual “said”The process of minutes writing is a process of interpretation, not just repetitionFormat for Writing Minutes Date and place listed Names

29、of the participants All the main points are summarized and numbered Avoid bias when recording items See pages 62-63Writing Minutes of Meetings (contd)Elements to be included in a minutes:Heading (including where and when the meeting was held)Present (who was there)Apologies of AbsenceMinutes of the

30、previous meeting (note any corrections and state the minutes were accepted as a true record of the meeting with the above corrections, where applicable)Statements of what actually occurred at the meetingAny Other Business (AOB)Who was the chairperson and who the secretaryThe time the meeting adjourned and when the next meeting is to take placeWriting Minutes of Mee