How to Structure Routine Emails

THE DIFFERENCE BETWEEN GOOD AND BAD EMAILS

Emails can be used for various reasons.   They can be used for answering questions, writing to customers, delegating responsibilities and filing incident reports. To write good routine emails, you should know the differences between them.  

Here is a list of 4 routine emails you may find yourself writing.

The techniques you use will depend upon what kind of routine email you are going to write.

1.  Request messages:  This is a message you send which requires a response.
Normally this message uses the direct approach with direct openings   Tell the reader what you want immediately.   In the body of your email you will have the reasons why you are making the request. 
Close off  with a date and when the reply is needed. If your request requires persuasion, use the indirect approach.  The indirect approach has the request in the body of the email,  after the opening statements.  Using the "you" approach is a good technique when you need to persuade.  The 'you' technique explains to the reader how they will benefit if they help you . 

2.  Response messages:  This is a return message for someone else's request. 
In your opening statement acknowledge to the reader you will be responding.
In the body summarize, your responses and give the details of your responses.
Close with an offering  of any further assistance.

3.  Procedural messages: This is to explain procedures and to give proper instruction.
Begin your sentence with an active verb to command an action.  For example, "Write a job description  rather than, "You should write a job description." (Guffey, Rhodes, Rogin, 2008, pg. 219)
Your email body must be written clearly be readable and understandable. 
It needs to be proficient and efficient without being too dictatorial.   
The closing line should have the contact details for the contact person on this procedure to direct your questions or comments.

4. Confirmation messages:  This creates a written record and you are able to file information.
Open with a statement outlining your previous conversations with dates.
In the body of the email precisely list your topics.
The closing statement should request feedback if anything is unclear.

Closing Techniques for Email

THE DIFFERENCE BETWEEN GOOD AND BAD EMAILS

Closing of an email is just as important as all the other parts of an email.  Let's 'sign off ' with a proper closing.

The above example is a thank you email from a person who was granted a job interview.  The sender uses in the closing, sincerely, that defines their appreciation for the interview.  The signature block includes, their full name, email address, telephone number and a social website in which they are registered.

Other signature closings used in business are, yours truly, best regards, all the best and your first name only.
I like to  use these signature closings for:

                    1. Yours truly         -   customer inquiries

                    2.  Best regards      -   Business to business

                    3.  All the best        -   Answering a request

                    4.  First name only  -   Inter company

Choosing your signature closings will be a personal choice.  The guidelines I use for a good signature closing reflect my companies core values.

Business emails can be closed with a Complete Signature block.
A complete closing signature block includes:   your full name, company name, company's full address, email address and telephone number.

Another email closing used all the time in business is for inter company emails.
A inter company closing signature email includes:  your full name, title and telephone number.

When replying to a customer's inquiry your email signature may not include:  telephone number with your extension number, direct email address and a social network you are linked to.

In my email program at work, I've created and saved a few different email  signatures.  You are able to do this in the signature icon in your email program.  You can create and save numerous email signatures and choose the signature that contains the contact details you want to use.

Rule to live by before hitting that send button,

Proof read, proof read and proof read!

Examples of Good Content in a Body of an Email

THE DIFFERENCE BETWEEN GOOD AND BAD EMAILS

Blog entries February 24 showing Bad Content:  Feb.24 Blog Entry

Example 1 revised: 

SUBJECT LINE:  PROJECT ON SAVING THE SEALS

Dear Amy Write,

Thank you for the project information you sent over on Saving the Seals fundraiser.  After our review we have come up with the following questions:

1.  How many other companies are involved in the fund raising of, "Saving the Seals?"
2.  Who will be our contact at "Saving the Seals"?  

Will we have any company Expenses such as:

1.  Do we need to send employees during work hours for volunteer work?
2.  Will our company need to pay for the meals and travel expenses for the volunteer work?

A meeting is scheduled to go over the listed questions on April 3, 2013 at 1 pm in our offices.  A that time we will make the final decision on the amount we will allocate for this project.

Regards,

Melinda Filice
Manager of Advertising & Promotions


Example 2 revised:

SUBJECT LINE:  EMPLOYEE BENEFITS 

Amy,

We have been receiving employee requests to restructure our employee benefit plan that will keep up with what they feel is industry standard.  These requests are coming through our employee feedback questionnaire program that is sent out to employees on a semi yearly basis.

Our plan does not cover the following:
1. Long Term disability or life insurance.  
2. Registered services, such as, chiropractors & physiotherapists
3. Teeth cleanings, twice a year


Offering these benefits to employees will keep a competitive edge with other companies.   As a company we should do what we can to build and keep good employees.

Our current employee benefit plan provides:
1.  50% coverage on doctor prescription
2.  25% coverage on dental procedures, excluding cleanings

Our coverage is below the standard by 25% on each item.  We have collected data from the Human Resource Employment Standards Organization to prove this statistic.

With the above changes to our plan our cost will increase to: $24.60  per employee.
During the first year of this benefit change the cost can be in-place of employee increases.

Our benefit plan renewal is due March 25th.  Please let me know if I can make these changes before March 25.

Thank you Amy.

Sincerely,

M. Mazza
HR Department

These examples above are improved from bad emails to good emails.  

My first example was a response email from a request  for a fundraising project.  It needed more clarity on what was involved for this project and what the expenses would be. Some of my adjustments were, not to underline the subject lines, and I added numbering to have a well formatted email for easy reading.  The closing line lets them know when a decision will be made.

My second example was based on a request email. I used the direct approach writing exactly what I wanted in the first statement.  I added the 'you' approach and started what the benefits we could receive and left the costs until the end.  I kept the email professional by leaving out any personal conversations and I closed with a deadline request to receive feedback.

Email 3 x 3 Writing Process

THE DIFFERENCE BETWEEN GOOD AND BAD EMAILS

Writing the body of an email is the most difficult part of any email. We need to write the email clearly so the reader can understand it.

The 3x3 Writing Process has 3 categories, prewriting, writing and revising.

Please view this informative video on Guffey's 3x3 Writing Process:

Let's revise the bad content of an email that you can find in my blog entry dated Sunday February 24, see the link:  Feb 24 blog entry
This example was a request email sent from one co worker to another worker between company departments.

Using the 3 x 3 writing process above,  how can we write the email request in a proper easy to read format?

1. Prewriting: 

    a)  Analyse      - What is the purpose of my memo?
    b)  Anticipate   - Who is the audience?
    c)  Adapt         - Who requested the information? 
                            - Direct or Indirect pattern of writing?

2. Writing:

    a)  Research  - Write down all the information you are unclear about.
    b)  Organise  - In bullet form, write your questions and the benefits.
                          - Prepare a closing with a deadline.
    c)  Compose  - Prepare a first draft.

3) Revising

    a)  Highlighting  -  Use tools to emphasize main questions of concern.
    b)  Proofread    -  Make sure all of your grammar is correct.
    c)  Evaluate       -  Is this email easy to understand and easy to read?