HOW TO WRITE A BUSINESS EMAIL IN ENGLISH

1. HOW TO WRITE A BUSINESS EMAIL IN ENGLISH Lecturor: Wang Jingli (Training department of Shanghai Meadville Science & Technology Ltd.) Date: June, 2009

2. CONTENTS • Introduction • Writing steps • Certain patterns of main message

3. Introduction Why are good business writing skills important? • Customers see your writing more than they see you. • Good writing skills show that you really care. • Good writing skills contribute more forcefully to arguments/persuasion/selling. • Good writing skills reduce risk of losing a customer or damaging a customer relationship, and foster good relationships with colleagues. 许多客户虽然通了无数的Email，但彼此可能未曾谋面。因此一份合宜的商业书信不但可帮助你建立正面形象，也可以避免因语言隔阂造成争端而伤及与客户间的友好关系。

4. Subject: help Jack, Mr. Jim introduced you to me. I have some problems about HDI fabrication. Could you help me to solve them? Thanks a lot! Yours John

5. Subject: Rquesting gerber files of NO. 6789 Dear Mr. Jack, I’m a member of ME department of SME. At present, I’m in charge of manufacturing process of NO. 6789 . Could you please offer us the gerber files of this type before next Wednesday? Thanks for your support to our factory all the time. Best regards John, supervisor Manufacture engineering department Tel:021-77788888

6. What is a Good Business Email? Keep emails short and to the point. It's okay to be friendly, but try not to go on and on. 商业邮件不是电子情书,应明确点名你的来意,客套话能省即省。 • Professional • Concise & Clear • meaningful • Effective & reasonable • Keep relationship 如果是回信，就得越快越好。即使你不能立刻答复发件人，你至少让他们知道你已收到并阅读了邮件。通常情况下，如果在邮件发出后的24小时内回复，发件人知道你已收到邮件，也很注意礼节，就会更耐心的等待答复。

7. Writing steps Business email typically follows a number of steps, including the following: • Subject of email • Opening and closing greetings • Beginning sentence • The main message • Ending

8. Subject of email What’s the problem with the following subjects? • Subject: [Blank] • Subject: “Important! Read Immediately!!” • Subject: “Simple question.” • Subject: “Follow-up about last Friday” • Subject: “That file you requested.” What is important to you may not be important to your reader. Write an informative headline that communicates at least the core of what you feel is so important:"Emergency: Power supply will be cut on PM 2 this afternoon !" If the question is simple, why not just ask it in the subject line? This subject line is hardly useful. Follow-up about last Friday telephone conference That file about No.4567 manufacturing indication you requested 主题明确才能保证收件人重视该邮件。

9. Subject of email Some often over look is the proper use of a subject line. When filling in the subject line you have around 25 character spaces to get someone’s attention. The best way to do this is to use capitals for the main point of the message, than followed by a short description of the nature of the main point. For example: • “meeting today” • “DECISION NEEDED: We are choosing new product line today.”

10. Opening and closing greetings If you are writing to someone you don't know, a simple "Hello" is adequate. • If you don’t have a contact name: Dear sir or Madam Yours faithfully • If you know the name of the person: Dear Mr/Mrs/Ms Jones Yours sincerely • If you know the person as a friend or close business colleagues: Dear James Best wishes/regards • If you are contacting a company not an individual: To Whom It May Concern When writing to someone you know well, calling his/her name like “Hi, Tom” is ok!

11. Opening and closing greetings Some mistakes: 1.简(缩)写：Bst rgrds, ---对方看到这种结语，只会觉得You really look like a busy person. 2.不当大写：REGARDS, Best Regards --- 对欧美国家字母大写文句通常想强调某事，这种大写结尾会让人感觉你是很生气的结束本文。 3. Truly yours：这通常是LOVER间才会用到。 4. Thanks and best regards：多礼的中国人最常犯的错误Thanks只用于文本，并不适合与regards合用。

12. Beginning sentence Starting the reference at the beginning of the email: • With reference to __ __ __ • I thank you for your email of yesterday. • Further to our telephone conversation, __ __ __ 如果是写信或需要回复，你应直击要点。商务人士一般很忙，通常只是粗略看一下邮件。不要使用修饰文段，快速准确的传达要点。 当然不要忘记首先恰当介绍你自己，注明写信目的，了解写信对象。

13. Example of Beginning sentence Dear Ms Johnston Further to our telephone call this morning, I am writing to inform you of my availability for the above post. I am now free to take up the post from 1 April this year. I look forward to hearing from you. Yours faithfully Edward Bronson

14. Subject: Re: Ormet products agent in China Mr. Yang, Nice to hear from you. About Z interconnect technology, you may consult with Mr. Mason Law.  He is our representative and familiar with it.  His contact information is listed below.  Thank you for your interest. All the best  James WangAuster Circuits, Inc.10080 Willow Creek RoadSan Diego, Ca.  92131845-803-0010 x311James.Wang@auster.net With reference to Z interconnect technology, Regarding to Z interconnect technology, all the best:万事大吉，一路顺风，一路平安，等等表示祝酒或送行的祝福语。

15. Ending is important • Lastly, end your email with a professional signature line: who you are, your title and contact information. • Also remember to review your message thoroughly and be aware that if the email will be sent to many people? if my corporation or any other outside agency would see this email could it be used against me in an investigation? This message is for the use of the intended recipient(s) only. If you have received this message in error, please notify the sender and delete it.We accepts no liability for loss or damage caused by software viruses and you are advised to carry out a virus check on any attachments contained in this message.

16. Certain patterns of main message • Requests • Follow-up emails • Reminders • Apologizing

17. REQUESTS A request is a message asking the receiver to do something. • I would be grateful if you could __ __ __ • I would appreciate it if you could __ __ __ • Could you please __ __ __ ?（more information) • I am writing to inform/apply for./request/etc. __ __ __ 1.内容重点除了要求的事情还应该强调对方回复的截止期限： “at your earliest convenience”或“as soon as possible” 客套型 “before Thursday”，“in two days” 具体型 2.要提供明确的信息让对方知道如何回复： Could you please give me a call tomorrow? Contact me by email or fax in next Monday.

18. EXAMPLE OF REQUESTS Dear James, Thanks for your preparation and time on this project. I’ve attached (or Attached please find ) the process flow charts you requested. As to the exact implementation date, Elaine will coordinate with the supervisors involved and let you know by December 7. Since this training is not in our original approved budget, I would appreciate it if you could provide me with some cost information. Thank you very much. Best regards

19. Subject:Ormet products agent in China Dear Mr./Miss:I am a member of R&D Department of Meadville group (Shanghai subsidiary company) . Meadville company is a special PCB manufacture supplier, we are very interested in Ormet conductive ink for Z-axis connection. We wonder if Ormet have the agents in China, and could you kindly providewiththe Agents’ E-mail or telephone number for us. Thank you very much! Best RegardsTony Yang(杨某某）Project & Development  Department, EngineerShanghai Meadville Electronics Co., Ltd. Tel:  86-021-66610031 Fax.: +86-021-66613035 Mobile Phone: 13688888899Mail to:Tony.yang@sme.meadvillegroup.com

20. FOLLOW-UP EMAILS（一） • State immediately that the email is a follow-up. Restate your original message and request. • I am writing to follow up on our earlier decision to __ __ __. • As a follow-up to our phone conversation yesterday, I wanted to get back to you about our agreement to __ __ __. 商业书信中另有一种Follow-up文件直接表明来意： Per your requirement __ __ __, As our decision __ __ __, As you requested __ __ __ , As we discussed __ __ __ .

21. Subject:  Re: MEETING UPDATE. Hello Mason: We had a meeting last week ,you remember? About the sample test we discuss last week,we have prepared well the test vehicle and material except for electronic conductive adhension. Could you send us some sample for test as soon as possible. Any thing need we do, please feel free to contact with us.Thank you very much.Best Regards.Chris Yao( 姚某某)Project & Development  Department, EngineerShanghai Meadville Electronics Co., Ltd. Tel:  86-021-66610031 Fax.: +86-021-66613035 Mobile Phone: 13688888899Mail to:Gang.yao@sme.meadvillegroup.com As a follow-up to our meeting last week, According to what we discussed last week, Regarding to the sample test,

22. Subject: O/E PCB Sample Order Dear Chris, Per your requirements, I have done some modification. The attachment is the O/E PCB survey. I will ask Mr. Liu to contact Huawei and collect the information of their design.   Best wishes Huang Lei (黄磊) R&D Department, Engineer Shanghai Meadville Science and Technology Co., Ltd.

23. FOLLOW-UP EMAILS（二） • If you have made requests in the past, your follow-up emails maybe either express thanks or request again: • If you get reply in time, you should be thankful: • Thank you for your information about __ __ __ . • We were very pleased to cooperate with you on__ __ __ . • If you don’t get reply, you should require again: • Tactful method(委婉法) • Compulsory method(强制法)

24. Tactful method Offer an excuse for your reader’s failure to reply-- one that will allow him or her to save face for having failed to respond by the specified date or to acknowledge receipt of your request or message. Such as, Could you let me know the status of __ __ __ . For example: I can understand how busy you are this time of year, especially with budget reviews going on. However, I would really appreciate it if you could update me on the status of this order by Friday so that I can inform our customer. your order in such a busy month? the product we complained last week? 这种方法可以为对方留点颜面，然后顺道解决问题。

25. Compulsory method Emphasize the critical need for a response. If you can, find reader incentive for the action. If appropriate, state your next action if you get no response: If I don’t hear from you by __ __ __ , I will __ __ __ . For example: In order to complete our customer’s order and deliver on schedule, I will need your reply by September 20 at the latest. If I don’t hear from you by September 20, I will assume that you refuse to make this deal. 注意：这是美国人爱用的语气，千万不可用于英国或欧洲国家，有些美国人对此类语气也很反感。但对于迟迟不肯给你回复的供应商，这种方法可以保护自己和客户的利益。

26. Subject:O/E PCB Sample Order Dear Dr. Tom, I just got a phone call from Huawei (Mr. Wei Fang).  He told me that they almost finished the design of their O/E PCB.   They will release their O/E PCB sample order in April.  He said if Meadville could not provide the sample fabrication, he will release this order to some foreign suppliers first (say in Korea).  The deadline of their O/E PCB project is this September 2009.   It seems that our schedule is a little behind their requirement.  I’ll be grateful if you could make the sample faster and have a new schedule to fulfill it. If you need any help, just let us know it.       Best wishes,Samule Wang（王某某）Marketing Department, Supervisor Shanghai Meadville Electronics Co., Ltd. Tel:  86-021-66610031 Fax.: +86-021-66613035 E-mail: Wei.Wang@sme.meadvillegroup.com

27. FOLLOW-UP EMAILS（三） • If you follow-up emails are to confirming some requests of others : • I’m pleased to confirm that __ __ __ . • I confirm that__ __ __ . • For example: • I confirm that the dates of 21 to 23 June are convenient for the above-mentioned audit. • I’m pleased to confirm that I’ll take part in the meeting of suppliers next Wednesday.

28. REMINDERS（一） Hi Sally Xiao,Nice talking to you. I will get the  full process of Z-axis interconnect for you tomorrow. Beside that don’t forget to arrange me meeting with your team on 17/03/09 in your factory.I will coordinate with you on the schedule soon. Thanks and Best RegardsJoey Lin Auster Circuits, Inc.10080 Willow Creek RoadSan Diego, Ca.  92131845-803-0010 x311Joey.Lin@auster.net Tel : (65) 6567 8018 / (65) 6567 0280Fax : (65) 6569 5323

29. REMINDERS（一） • State up the item you wish to remind the reader about and his/her expected action. • Just a reminder to you that __ __ __ . • Just a note to confirm you will be __ __ __ . • I’m just writing to remind you of __ __ __ . • Make the reminder as complete as the first announcement. Repeat all necessary information -- time, date, place, purpose, topics of concern, deadlines, and so forth. 直接在标题列出以及正文中强调“reminder”这个字，可以帮助收信人快速进入状况。Otherwise, the reader may think you are sending him new information containing some detail about which he or she was unaware beforehand.

30. REMINDERS（二） • If the reminder is sent due to some change in the former plan or announcement, call special attention to that change. To add emphasis, place that detail alone in a separate paragraph or underline or capitalize it. • Please note we had originally __ __ __ . • This location is different from the one we had previously discussed on the phone. • There’s been a CHANGE ! Please re-mark your calendars __ __ __ . 假如你的目的是提醒对方原先协议已变更，可以将新的内容单独一个段落特别叙述，或者将其全部大写并加底线来强调，提醒对方注意。

31. REMINDERS（三） • Request confirmation, if necessary: • Would you please phone me before May 6 if we can count on you to participate? • Would you please reply to this email if you plan to attend? • If we don’t hear from you by May 6, we will assume you will be unable to join us in this effort. 当你发出一份Reminder时，若需要对方作出confirmation，可使用以上例句提醒收信人注意。

32. EXAMPLE OF REMINDERS Dear Harold, Recognizing your very busy schedule, I’m sending you this note as a reminder that you were going to select ten sales managers who will participate in our upcoming management seminar on December 15. Please check off the names of those who will be attending in the attached Excel file. If at all possible, could you get this list to us before December 2? In this way we can distribute pre-training materials to the participants in advance, and they will have plenty of time to peruse the materials before the training begins. I’m sincerely looking forward to working with you on this project. Best regards

33. APOLOGIZING • If you postpone something of your customers' requests, or you want to change something you decided before, or even you miss the meeting on certain time, you should make apology as following: • I regret that__ __ __ . • I am afraid that__ __ __ . • I apologize for that __ __ __ . • Unfortunately, I have some bad news. • It was a pity that I missed you when you visited our office last week, I would have liked to have heard all your news. I apologize you for not replying you sooner . I apologize for not replying sooner to you. × √

34. EXAMPLE OF APOLOGIZING Dear James, I apologize for not replying sooner to you. Christine is back this week. After we discussed the Management training with our production managers, we are afraid we have to postpone this training due to the recent economic downturnand sales below our projections. Because of this, we are utilizing our financial and time resources in other areas at this time. Production management prefers to postpone this training until at least the 2nd quarter of 2009. Your patience and cooperation are highly appreciated.I will inform you at the appropriate time to reschedule this training. Best regards, Nicole economic downturn (经济不景气） 这句话有助于取得对方的谅解和配合。

35. Exercises Dear Mr. Tom Further to your visit to our factory last week • Request: technical parameters of your new products Dear Tom, (Purchasing manager) , I’m pleased to discuss with you about the new type of HDI your company need. offer me the technical parameters of your new products. And we are honored to invite you to attend the seminar about high-end HDI technologies held in our company on 12th, May next month. Looking forward to hearing from you! Yours faithfully Brady Sales representative Shanghai Meadville Electronics Co., Ltd. Tel:021-52338899 I would be grateful if you could

36. Exercises Request: technical parameters of your new products • Request again Dear Mr. Tom, , especially this time of the year. However I would really appreciateitif you could send the technical parameters of your new products to me so that we can discuss about the cooperation between your company and our factory . Thanks & Best regards Brady Sales representative Shanghai Meadville Electronics Co., Ltd. Tel:021-52338899 I can understand how busy you are as a purchasing manager （去掉Thanks）

37. Exercises I apologize for not replying sooner to you. • Apologizing: late reply Hi Brady, Unfortunately, I cannot offer you the parameters of our new products, which are business secrets kept in our company. If you have any other questions, contact me by phone below immediately. Best wishes Tom Purchasing manager Auster Circuits, Inc.Tel:0755-32456788

38. Exercises • REMINDER: seminar about high-end HDI technologies on 12th, May Dear Mr. Tom, we will hold a seminar about high-end HDI technologies on 12th, May next month. Would you please phone me before May 6 if we can count on you to participate? I look forward to hearing from you! Yours faithfully Tom Purchasing manager Auster Circuits, Inc.Tel:0755-32456788 I’m just writing to remind you that

39. Exercises • FW: REMINDER: seminar about high-end HDI technologies on 12th, May Hi Brady, Thanks for your reminding.I’ll take part in the seminar about high-end HDI technologies on 12th, May. If there is some change, don't hesitate to inform me. Best regards! Tom Purchasing manager Auster Circuits, Inc.Tel:0755-32456788 I’m pleased to confirm that

40. Some tips • Before you end your email, it's polite to thank your reader one more time as well as add some courteous closing remarks. You might start with: • "Thank you for your patience and cooperation." • "Thank you for your consideration." and then follow up with: • "If you have any questions or concerns, don't hesitate to let me know.” • "I look forward to hearing from you." • Use abbreviated verb forms (He's, We're, etc.). 避免非正式缩写(c u 2morrow：see you tomorrow. ) • PROOFREAD! Make sure your email has no mistakes before you send it, because once you press the button there's no getting it back!

41. Thanks for listening!