29 Sep 2016

Before you write anythng, clarify the purpose of your email

Ask yourself:
1. "Why am I sending this email?
2. “What do I need from the recipient?"

Be short and clear

• People scan read emails, so (after the greeting) put your main point in the opening sentence.
• If your message runs longer than five or six sentences, consider (a) reducing the message, or (b) providing an attachment.
• “Never use a long word where a short one will do.” (George Orwell)
• Use bullet points.
• Avoid writing big blocks of text.
• Delete unnecessary words - cut every sentence down to be as short as it can be.
• Always fill in the subject line with a topic that means something to your reader.

“If I had more time, I would have written you a shorter letter.” Blaise Pascal

Use the "One Thing" Rule

• With business meetings, the more items on an agenda the more productive the meeting.
• With emails, the opposite is true. The less you include in your emails, the better.
• Make each email you send about one thing only. If you need to communicate about another project, write another email.

Develop a structure

1. Greeting

• Depending on the formality of your relationship, you may want to use their family name as opposed to their given name, i.e. "Dear Mrs. Smith,".
• If you’re contacting a company, not an individual, you may write "To Whom It May Concern:"
• If you are replying to a client's inquiry, you should begin with a line of thanks. "Thank you for contacting BNP Paribas Arbitrage." If someone has replied to one of your emails, be sure to say, "Thank you for your prompt reply." or "Thanks for getting back to me." If you can find any way to thank the reader, then do.
• If you're initiating a conversation then you should state your purpose: "I am writing in reference to …"

2. A compliment or pleasantry

• When you're emailing someone for the first time, then a compliment makes an excellent opener. A well-written compliment can also serve as an introduction. For example:
• “Thank you for your email.”
• "It was good to meet you at [event]."

3. The reason for your email

• In this section you say, "I'm emailing to ask about..." or "I wondered if you could help with..." You'll sometimes need two sentences to explain your reasons for writing.

4. A call to action

• Don't assume the recipient will know what to do.
• Provide specific instructions. For example: "Please let me know when you requested this. I can then find out who dealt you’re your request and where we are in the process?”
• Structuring your request as a question encourages the recipient to reply.

5. A closing message

Examples of good closing lines include:

• "Thank you for all your help with this."
• "I'm looking forward to hearing what you think."
• "Let me know if you have any questions."
• "If you have any questions or concerns, don't hesitate to let me know." and "I look forward to hearing from you."

6. Signature

Make it easy for your client to contact you by having a signature, which should include:

1. Your name
2. Your job title
3. Direct phone number

Review your email to ensure it’s clear

Ask yourself:

1. Is my request / reply clear?
2. Could there be any misunderstandings?
3. Would I want to receive this email?

When NOT to email

If things become heated, misunderstandings can occur, so get on the phone to smooth things over.

Other tips

• Don't use ALL CAPITALS (no shouting!), or all lower-case letters either
• Calm down before responding to a message that offends you.
• Write in a positive tone. Avoid negative words and blaming statements as much as possible.
• Reply promptly to serious messages. If you need more than 24 hours to collect information or make a decision, send a brief response explaining the delay.
• Never criticise a client via email – it’s amazing how emails are sent in error to the wrong person
• And finally: remember that everything that comes out of your computer is something that can come back to haunt you. So, be very careful what you send.

Based in Bath near Bristol, we are a UK based company.

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