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Email Essentials

How to Write Effective Emails and Build Great Relationships One Message at a Time

Paperback Engels 2017 9789814771726
Verkooppositie 5445
Op voorraad | Vandaag voor 21:00 uur besteld, morgen in huis

Samenvatting

Reading, writing and managing e-mail is taking up an increasing amount of our time. But are we using it right? Just as body language helps you to make an impression in person, what you write and how you write it affects what people think of you and your organisation. Be it a thank you note, a meeting reminder, a proposal or a sales pitch, a well-written message that looks and sounds professional will make it easier for people to want to do business with you.

It will help people feel good about communicating with you and help you achieve the right results. This invaluable guide offers step-by-step pointers that readers can put into practice right away. The highlight of the book is a series of 10 model email templates, covering scenarios like requests for information, conveying bad news, complaints and sales prospecting.

These are explained and analysed to show what makes them simple yet effective.

Specificaties

ISBN13:9789814771726
Taal:Engels
Bindwijze:paperback
Aantal pagina's:192
Druk:1
Verschijningsdatum:4-5-2017

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Over Shirley Taylor

Shirley Taylor discovered the challenges of communicating across cultures when she left her home in Sheffield, England, to teach in Singapore. There she began what became a passion for helping people to communicate more effectively. Since then, Shirley has worked in the Middle East and Canada, and for 18 years she ran her own training company in Singapore. Her speaking and training work has taken her all over the world. Shirley has established herself as a leading authority in email and business writing skills. She is author of 16 successful books, including international bestseller, Model Business Letters, Emails and Other Business Documents (seventh edition). This book has sold over half a million copies and been translated into 17 languages. Shirley is now a trusted member of the global speaking community. She served as 2011–12 President of Asia Professional Speakers Singapore, and as 2017–18 President of the Global Speakers Federation.

Andere boeken door Shirley Taylor

Inhoudsopgave

INTRODUCTION 7
ASSESS YOURSELF 10

1 EMAIL – THE PITFALLS AND POTENTIAL 15
The impact of email on business 15
Why do we love email? 19
Why don’t we love email? 21
Email enhances efficiency 26
Handheld electronic devices 28
What goes wrong in written communication? 30
Turning problems into potential 31
International considerations 34
Star Tips for making the most of email 35

2 MANAGING YOUR MAILBOX 36
Seven deadly sins of email management 37
‘You’ve got mail’ flow chart 38
Receiving mail 39
Processing mail 39
Auto-reply messages 43
Using folders 44
Using filters (or rules) 44
The benefits of being organised 46
For Review Only
When not to use email 47
Star Tips for effective email management 50

3 NURTURING YOUR EMAIL NETIQUETTE 51
Seven deadly sins of email netiquette 52
First impressions are important 53
Basic grammar 54
Punctuation made simple 54
Electronic emotions 59
Abbreviations 61
Before you hit ‘Send’ 63
Star Tips for nurturing your email netiquette 65

4 LOOKING GOOD ONLINE 66
Seven deadly sins of message preparation 67
CC and BCC 67
SMART subject lines 68
When writing a subject line, think long-term 71
Keep your subject lines positive 74
Greetings (or salutations) 75
Ending your message 78
Signatures 80
Fun final thought on greetings and closings 82
Disclaimers and confidentiality clauses 83
Attachments 84
Star Tips for looking good online 86

5 WRITING GREAT EMAILS 87
Seven deadly sins of business writing 88
Top 10 complaints about email in practice 88
Four rules of great email writing 93
The golden rule: Write as you speak 97
Compose CLEAR messages 99
Yesterday’s versus today’s business writing 101
For Review Only Writing with heart 104
Benefits of great writing 106
Star Tips for writing great emails 107

6 THE POWER OF PLAIN ENGLISH 108
Seven deadly sins of plain English 108
What is plain English? 109
Benefits of plain English 110
The Plain English Campaign 111
Plain English means using active voice 112
Plain English focuses on verbs 114
Plain English means using ‘you’ and ‘we’ 116
Plain English does not contain clichés and buzz phrases 117
Quick check to make sure you are using plain English 118
Star Tips for using plain English 120

7 BUILDING GREAT RELATIONSHIPS ONE MESSAGE AT A TIME 121
Seven deadly sins of online communication 122
Using email to build relationships 123
Creating a real bond 124
Tips for building great relationships 124
Let readers hear your voice 126
Let your readers sense your smile 128
Why should you care what people think? 130
Email can affect careers 132
Star Tips for using email to build great relationships 134

8 TOUCHING UP YOUR TONE 135
Seven deadly sins of email tone 136
How readers could misinterpret tone 137
Right or wrong tone — what happens? 139
For Review Only Irritating expressions to avoid 139
Practise your positivity 141
Keep it courteous while keeping it brief 143
Is your writing warm or cold? 146
Another example of positive/negative tone 147
Last word on tone 148
Star Tips for touching up your tone 149

9 PLANNING AND STRUCTURING MESSAGES 150
Seven deadly sins of planning and structuring messages 151
Seven steps to success in planning messages 152
The Four-Point Plan for structuring messages logically 155
The Four-Point Plan in practice 161
Using lists and bullets 163
Star Tips for planning and structuring messages 170

10 FORMULAS AND SAMPLE EMAILS 171
The Four-Point Plan 172
Formula 1: Request for information 173
Formula 2: Reply to request for information 174
Formula 3: Good news message 175
Formula 4: Bad news message 176
Formula 5: Making a complaint 178
Formula 6: Replying to a complaint 179
Formula 7: Writing reminders 180
Formula 8: Saying ‘no’ nicely 182
Formula 9: Follow-up message to a potential client 184
Formula 10: Persuasive messages 186

Index 188
About the author 190

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