How to write a high reply email in standard

In this presentation, I’m going to share a few tips to help you write eye-catching emails that get noticed and opened.

1. Effective Business Writing

2. Audience oriented Purposeful Economical The best business writing is

3. Improving Your Business Writing To improve your writing skills, you need Good teaching materials with excellent model documents An effective writing process A trainer (like your instructor) Practice

4. The Writing Process

5. Approximately how much time should be spent at each stage? 25% 25% 50%

6. Prewriting Analyzing the purpose and the audience Identifying your purpose Selecting the best channel Switching to faster channels

7. Factors Determining Channel Selection Importance of message Amount and speed of feedback required Necessity of a permanent record Cost of the channel Degree of formality required

8. Factors Affecting Media Richness Speed Interactivity Verbal and nonverbal cues Everyday language Focus on individual

9. Personal letter Fax Face-to-face, one-on-one discussion Posted flyer or announcement Instant Message Telephone call Teleconference (audio) Video conference (audio and video) Voice mail E-mail 1 1 4 4 4 3 5 5 2 2 Rate the following from 5 to 1 in terms of media richness (5 = media rich; 1 = media poor) Discuss any differences with the suggested ratings provided.

10. Choosing Communication Channels

11. Choosing Communication Channels (continued)

12. Choosing Communication Channels (concluded)

13. E-mail Fax Letter Memo Report Telephone Voice Mail Meeting Conversation Web What channel is best to announce decreased insurance benefits for 250 employees?   Discuss any differences with the suggested answers provided.

14. E-mail Fax Letter Memo Report Telephone Voice Mail Meeting Conversation Web What channel is best for a sales message promoting a new product to customers? What channel is best for responding to similar customer inquiries?    

15. Prewriting Analyzing the purpose and the audience Identifying your purpose Selecting the best channel Switching to faster channels Anticipating the Audience Profiling the audience Responding to the profile

16. Asking the Right Questions to Profile Your Audience

17. Asking the Right Questions to Profile Your Audience (concluded)

18. Prewriting Analyzing the purpose and the audience Identifying your purpose Selecting the best channel Switching to faster channels Anticipating the Audience Profiling the audience Responding to the profile Adapting to the task and audience

19. Spotlight Audience Benefits Shape your statements to involve the reader. We are promoting a new plan that we believe has many outstanding benefits. You will enjoy total peace of mind with our affordable hospitalization plan that meets all your needs. Try this: Instead of this:

20. Cultivate a “You” View Emphasize second-person pronouns ( you/your ) instead of first-person pronouns ( I/we, us, our ) Before we can allow you to purchase items on this new account, we must wait two weeks to verify your credit. You may begin making purchases on your new account in two weeks. Try this: Instead of this:

21. Quick Check Create audience benefits and use the “you view.” These are better: You can now purchase H-P computers at discounted prices. We are now offering H-P computers at discounted prices. Revise these sentences: We are pleased to announce that you have been approved to enroll in our leadership training program. Congratulations! You have been selected to enter our leadership training program!

22. Chapter 2, Slide Mary Ellen Guffey , Essentials of Business Communication, 7e

23. Sound Conversational The undersigned takes pleasure in . . . I’m happy to . . . Try this: Instead of this: It may be of some concern to you to learn that your check has been received and your account has been credited for $250. We’ve credited your account for $250.

24. Levels of Language Use Unprofessional Conversational Formal Found in Some comic strips, and songs, some commercials, some conversations, some IM and e-mail messages Business messages, novels, most newspapers, and most magazines Scientific writing, legal documents, scholarly books, formal essays, proclamations

25. Unprofessional Conversational Formal Characterized by Incorrect grammar, unpredictable sentence structure, inappropriate punctuation, slang, vulgarisms Correct grammar and punctuation, conversational tone, simple sentence structure, familiar words Correct grammar, serious tone, complex sentence structure, polysyllabic words

26. Unprofessional Conversational Formal Examples wasted nab bad-mouth dough, bread stewed, plastered I ain’t humongous tight ruined catch criticize money intoxicated, drunk I’m not enormous frugal annihilated apprehend disparage currency inebriated I am not prodigious penurious

27. Quick Check Revise to make the tone conversational, yet professional and concise. These are better: We urge you to approve the contract by voting yes. To facilitate contract ratification, your negotiators urge that the membership respond in the affirmative. Revise these sentences: Kindly inform the undersigned whether or not your representative will be making a visitation in the near future. Please tell me whether your representative will be visiting before June 1.

28. Chapter 2, Slide Mary Ellen Guffey , Essentials of Business Communication, 7e

29. Employ Positive Language Employees may not use the First Street entrance during remodeling. Employees may use the Market Street entrance during remodeling. Try this: Instead of this: We cannot fill your order until we receive an exact model number. We can fill your order once we receive an exact model number.

30. Hidden Messages Some words and phrases convey a negative and unpleasant tone. They may imply a hidden message that the writer does not intend. Think twice before using the following negative expressions.

31. Hidden Meaning You are careless But I don’t believe you You are careless It’s probably untrue I am right You are not very bright You are at fault You are inefficient and careless Negative Language You overlooked You state that You failed to You claim that You are wrong You do not understand Your delay You forgot to

32. Quick Check State ideas more positively. These are better: You will be paid promptly once the job is completed satisfactorily. We must withhold payment until you complete the job satisfactorily. Revise these sentences: If you fail to follow each requirement, you will not receive your $50 rebate. By following each requirement, you will receive your $50 rebate.

33. Chapter 2, Slide Mary Ellen Guffey , Essentials of Business Communication, 7e

34. Use Inclusive Language Have you called a salesman? Have you called a salesperson? Try this: Instead of this: Every executive has his own office. All executives have their own offices. Every executive has an office. All executives have offices. Every executive has his or her own office. This alternative is wordy and calls attention to itself

35. Quick Check Revise to use inclusive language. These are better: Applicants for police officer positions must submit medical reports signed by their physicians. Any applicant for the position of policeman must submit a medical report signed by his physician. Revise these sentences: Every employee is entitled to see his personnel file. All employees are entitled to see their personnel files.

36. Chapter 2, Slide Mary Ellen Guffey , Essentials of Business Communication, 7e

37. Adopt Plain Language Avoid federalese, bureaucratese, and inflated language. Federalese: Each person to whom the request is herein addressed is henceforth solicited to submit, or to have his or her department representative submit, to the Department of Labor official described above, a comment on whether the proposed plan, in his or her considered view, meets the requirements of the 2003 law. Simple Translation: You may wish to comment on whether the proposed plan meets the requirements of the 2003 law.

38. Draw on Familiar Words encounter meet extrapolate project obligatory required Avoid long, difficult, and unfamiliar words. Use short, simple, and common words whenever possible. Less familiar words Simple alternatives terminate end

39. Quick Check Revise the following sentences using simpler language. Please find out whether we must continue our current contract. Please ascertain whether we must perpetuate our current contract. He hypothesized that stock values would deteriorate. He guessed that stock values would fall.

40. Quick Check Revise the following sentences using simpler language. Because we cannot check all activities, we must end the contract. Because we cannot monitor all activities, we must terminate the agreement. I’ll interface with Mark to access his people. I’ll talk with Mark about using his staff.

41. Attitude Avoid Offensive Language, never personal attack Wrong: I do not understand why you made such discriminatory remarks. Correct: Correct : Discriminatory remarks are not tolerated in this organization . Always take constructive forward-looking attitude, do whatever necessary to make up when problem happens. Never shield responsibility, Apologize when necessary. Win-win mindset instead of win-lose Long term mutual successful relationship instead of short term order

42. Scenarios Formula Good News / Neutral Bad News Persuasive

43. Good News/ Neutral Be Direct Main Ideas Secondary Details Positive Ending Use warm, optimistic, enthusiastic tone

44. Bad News Be Indirect: Neutral Opening Positive Explanation The Refusal Positive Ending The bad news should be communicated positively. Though the objective situation is as this, but we are making full efforts, and the result is optimistic.

45. Persuasive Be to the point Attention Need Satisfaction Visualization Action

46. Writing Plan for an Information Request Opening: Ask the most important question first or express a polite command. Body: Explain the request logically and courteously. Ask other questions if necessary. Closing: Request a specific action with an end date, if appropriate, and show appreciation in advance.

47. Improving Openers for Routine Request Letters Weak: I’ve been given the task of locating a convention site for my company’s meeting. I’ve checked a number of places, and your hotel looks possible. Improved: Will you please answer the following questions regarding possible accommodations at the Fairmont for a conference in May.

48. Improving Openers for Routine Request Letters Weak: While reading Forbes magazine, I noticed an offer of a free video describing your organization. Improved: Please send me your free video describing your organization.

49. Improving Openers for Routine Request Letters Weak: I am conducting a training class for students of photography at our San Francisco training center, and I saw a picture that we would like to use in our program. Improved: What is the procedure for ordering a copy of a photograph to be used for training purposes?

50. Improving Closings for Routine Request Letters Weak: Thanks for any information you provide. Improved: We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.

51. Improving Closings for Routine Request Letters Weak: Hoping to hear from you at your earliest convenience. Improved: Please send the video by August 15.

52. Improving Closings for Routine Request Letters Weak: Thank you for your cooperation. Improved: Your answer to my inquiry will help me make my printer choice. Thanks!

53. Writing Plan for Granting a Claim Subject Line (optional): Identify previous correspondence. Opening: Grant request or announce adjustment immediately. Body: Provide details about how you are complying with the request. Try to regain the reader’s confidence. Include resale or sales promotion if appropriate. Closing: End positively with forward-looking thought. Express confidence in future business dealings.

54. Question #1 The picture on the title slide of this presentation was a model for business letters that I found on the Internet. The fact that you can glance at this letter without reading any of the content and notice a formatting error should show you that you can’t trust everything on the Internet! What is wrong with this “model” letter? A. The letter improperly double-spaces paragraphs. B. The letter does not use proper block style. C. The letter includes an unnecessary signature. D. The letter uses a one sentence paragraph.

55. Question #2 Even without reading the text in the letter on the right, you should be able to identify a fatal flaw in business letter writing. This error could inspire the intended audience to trash the letter before he/she has even read a word. What business letter writing error has the writer committed? A. The letter should be double-spaced between blocks. B. The date should always be right-justified. C. The paragraphs aren’t indented. D. The paragraphs are too long. XXXXXXX XXXXXXX XXXXXXX XXXXXXX XXXXXXX XXXXXXX XXXXXXX SSSSSSSSSS SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS XXXXXXX XXXXXXXXXX

56. Question #3 The excerpt below is from the introductory paragraph of a business letter. What content that should be in every introductory paragraph is missing? A. The paragraph does not attempt to motivate the reader to respond. B. The paragraph does not provide background information to prove he/she did his/her homework. C. The paragraph does not explain why the writer chose the recipient as his/her audience. D. The paragraph does not state the objective or purpose of the letter. Thank you for taking the time to read this letter. The article in the December 17, 2002 edition of The Washington Post inspired me to write you.

57. Question #4 The excerpt below is from a real business letter in which the writer does not choose his/her words effectively. What business letter style error has the author committed that could alienate the reader and prevent the company from achieving their desired result of retaining the advertiser’s business? A. The writer does not sound committed to his/her position. B. The writer is unclear about his/her expectations. C. The writer does not present bad news in a positive way. D. The writer uses sexist language. … If you do not complete and return this advertisement contract by December 21, 2002, you will not receive your advertising space in this year's Capitol Lines . If we have not heard from you by this deadline, we will sell your advertisement space to some other client …

58. Question #5 Many of you will soon be celebrating your high school graduation and your family may hire a company to provide the tables and equipment for the party. If you or your parents received a letter such as the one below from a company bidding for the right to supply your party, why might you and your parents choose to go with another company simply because of the way the excerpt is written? A. The writer uses jargon that the audience can’t understand. B. The writer incorrectly focuses on himself/herself instead of the audience C. The writer uses passive voice that weakens the forcefulness of his/her points. D. The writer did not use Spellcheck. … I am writing you about a change in our pricing policy that will save our company time and money. In an operation like ours, it costs us a great amount of labor time (and thus expense) to scrape and rinse our used tableware when it comes back from large parties. Also, we have incurred great expense on replacement of linens that have been ruined by stains that could have been soaked promptly after the party and saved. …

59. Question #6 The excerpt below is the last paragraph of a business letter. What does this paragraph lack as an effective closing to a business letter? A. The writer does not show any appreciation towards the reader. B. The writer is insulting and condescending towards his/her audience. C. The writer has not provided an “action ending” to his/her audience. D. The writer has written a paragraph that is too short for a business letter. Thank you for your time. I hope to hear from you soon.

60. Question #7 If a student were to write the sentence below, he/she would have very few readers (not to mention friends). What basic rule of business letter writing has the author forgotten? A. Choose words that both the writer and the reader will understand and use. B. Be as general as possible to save the reader time. C. Provide your audience with very specific details. D. Impress your audience by using as many big words as possible. … The Student Government Association (hereinafter to be designated as SGA) for the fiscal year 2002-2003 stipulated budget allocations in the amount not to exceed $250 that will be designated for utilization by a program under the nomination of the Coffee Shop …

61. Question #8 The excerpt below contains a stylistic choice that should be avoided in business letter writing. What is it? A. The sentence loses some of its action by using passive voice. B. The sentence confuses the audience with jargon. C. The sentence lacks creativity by using cliché expressions and phrases. D. The sentence is vague because it lacks any descriptive words. … The spirits of the graduating seniors were enlivened by the exciting words of the enthusiastic guest speaker …

62. Thank You