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Unit 3 Writing for Successful Communication
writing a formal or informal e-mail. Some companies have adopted the style of
using very informal salutations, such as addressing customers by fi rst name.
If your company policy is to use informal forms of address, even to outside
customers, you must follow the policy. However, the general rule is to use
traditional salutations. Use your judgment based on your relationship with the
recipient and the rules of your organization. If you address the recipient by fi rst
name in person, it is usually correct to do the same in written communication.
Message
Format the e-mail message the same as you would a letter or memo. Use
appropriate spacing, as shown in Figure 9-8. Adhere to netiquette when
writing both personal and business e-mails.
Netiquette,
or Internet etiquette, is
a set of guidelines for appropriate behavior on the Internet, including e-mail,
and should always be followed. These rules include the accepted standards
within the organization as well as general standards that apply externally.
When you are sending e-mail as a representative of your business, use
Standard English—correct grammar, punctuation, spelling, and usage—and
the spelling check feature before sending. Remember, you are in a business
environment and your e-mail could be forwarded to others who might make
judgments about what you have written.
Complimentary Close and Signature
E-mails often take the place of routine phone calls and face-to-face
conversations with colleagues and external business associates. Writers often
forego including a closing and formal signature in these kinds of messages.
However, a courteous Thanks or Thank you at the end of the message is usually
appropriate for business correspondence. This is a judgment call for the writer
or a matter of organizational standards.
For e-mails that are used in place of a letter, it is important to include a
complimentary close just as you would in a printed letter. It is standard to
include your full name and contact information at the bottom of the e-mail for
the convenience of the reader.
E-mail programs allow you to set up the signature to be automatically
inserted. In the signature block, include your name, job title, department,
and contact information. It is customary to include the e-mail address in the
signature, since many e-mail–reader programs display the sender’s full name
instead of the e-mail address.
Attachments
Take care when sending attachments to ensure the recipient can handle
the size and type of fi le. Many e-mail servers have limits on the size of fi les
that can be received. Also, because viruses can be spread through attachments,
you might want to check to make sure the recipient is comfortable receiving
attachments or to notify them that an e-mail you will be sending will contain
an attachment. It is standard practice in business to delete, without reading,
any e-mail that has an attachment unless the attachment is expected.