写伊眉儿 - Writting Electronic Mail (From Shirley Taylor, Model Business Letters, Emails ... )

伊眉儿（email)，对现在企业的影响很大，有时候每天要花上半天的时间回这些email，为了加强自己的email能力， 还特地去买了这本书来看。 以下是我觉得对自己还蛮有用的。。。

The Internet has made it possible for us to communicate with people
from all over the world. The only way those people can form an opinion on us is by looking at the way we write. Your credibility could be ruined with one swift click of the "send" button.

Do NOT feel obliged to give a detailed reply.
If you are pushed for time and cannot reply immediately, don't feel compelled to do so.
This will only result in a rushed message, perhaps mistakes and perhaps it will not be as detailed or effective as it could be. Instead send a quick note saying you will get bck to the writer soon with a more considered response. This way the writer knows you have received the message and are dealing with it.

Pick up the phone when is needed.
If you have been involved in a prolonged email exchange that lasts for days, wouldn't it be better to pick up the phone ? Email overload is contributing to a decline in oral communication skills.

Creating Electronic Rapport
Studies show that it takes 15 seconds for your customer to judge you when you first meet and greet him or her.
The first impression a customer receives is unfluenced by three things:
- Body language
- tone and voice
- words.
But in email you have only the last 2.

Putting into practice the principles of good customer care is easier in person than on the telephone because a real person can be seen and heart.

It's easier on the telephone than on email becuase even without seeing the person you can hear them and the tone of voice used - and yes, you can hear a smile in a voice.

On email you haven't got either these advantages, so you have to take other steps to try to create electronic rapport with customers as well as collagues.

Lead the reader into the message by backtracking or giving some basic background.
Be warm and friendly in your opening where appropriate. Example,
- Thanks for you lunch last week. It gave us a good opportunity to learn moare about your new project, which sounds very interesting.
- Thanks for calling me today. It made a nice change to speak to a real person for once insttead of always using email.
- I am glad we were able to speack on the telephone this morning. It was good to clarify this issus.
... ... etc.

Try to remember that emotive and sensory words add texture and dimension to the general message of what you are writting.
You owe it to your customers and colleagues to show empathy through email, using language that will help you to form a better bond. Example,
- I'll be pleased to help you sort out this problem.
- I appreaciate your understanding in trying to resolve this issue.
- I see what you mean and can appreaciate your concern

Don't add so much that you come over as too gushy. You need only a few words to really add something extra to your message and show some extra warmth.

Identify with your reade, appreciate their feelings, and use words they will understand, written iin a appropriate tone.

Some other tips:
- Use short sentences and short paragraphs.
The shorter your messsages, the more likey it is that they will be read and understood, but not too short.

- Enumerate with numbers or bullets.
This will add the clarity of your message.

Mars