Writing Email that Gets Results

Writing Emails that Get Results

Presented by Patricia Haddock

© 2010 Patricia Haddock All rights reserved

Who I am…

Patricia Haddock Business writer with more than 20

years experience creating organizational communications and teaching writing


Taking the “EEEK!” out of E-mail!

Objectives Write effective subject lines. Respect e-mail etiquette. Use the right tone. Get the results you want.


E-mail Is a Communication Medium


E-mail Is Not the Communication Conversation.

In lieu of a phone call or meeting.

Chatting about an issue.

Nothing documented.

Correspondence. Internal memos and

documentation External letters Everything else that

isn’t conversation.


Use E-mail Tools “To,” “From,” and signature lines are

important. Your subject line is the MOST

IMPORTANT part of an e-mail! Don’t throw it away!


Subject Lines Should Communicate

Set expectations. State what the e-mail

is about. Be short, specific,

and clear.


Subject Lines Need a Keyword

Decision Needed: FYI: Review by (date): Question: Action: Approval Needed:


Can You Use a Keyword?

Which keyword would you use most often?

Is there a different keyword you can use to make sure your e-mails say something?


How to Make E-mails Easy to Read

Spell check. Grammar check. Proofread. Create white space.



Use the Right Tone

Tone is what you hear when you read!


How to Fix Tone

Be polite and courteous. Don’t SHOUT! Don’t flame. Read it aloud and listen. Use the right words.


Pronouns Affect TonePronouns I, me, my, mine, we, us, ours You, yours He, she, it, they, them, his,

hers, its, their, theirs


Pronouns make it personal.

You didn’t send the check by the deadline. We didn’t receive the check by the deadline.

You must enroll by November 30. Employees must enroll by November 30.

The University encourages all faculty to read and understand Internet safety guidelines.

We encourage you to read and follow Internet safety guidelines.


Respect E-mail Etiquette External e-mails

o Formal: Dear Title Last Name:oDear Dr. Morrison:

o Informal: Hi, Hello, Dear First Name,oHi, John, OR Dear John,

Always say “please” and “thank you” Set up a signature line that provides your name, title,

department name, and a phone number for questions.


ResourcesOnline OWL Purdue: http://owl.english.purdue.edu/handouts Reference Library: www.bartleby.com

Print The Elements of Style, Fourth Edition by Strunk & White The Gregg Reference Manual by William A. Sabin