BÀI GIẢNG DẠNG VĂN BẢN (SCRIPT)
Môn học: Nghiệp vụ văn phòng
CHAPTER 2: EMAILS AND MEMOS
TOPIC 1: LAYOUT OF AN EMAIL AND MEMO
Slide Nội dung
SLIDE 1 Welcome you all to Chapter 2 (Writing memos and emails)!
SLIDE 2 It is my pleasure to introduce to you the learning outcomes of chapter 2.
Upon the completion of Chapter 2, you will be able to:
1/ structure a memo and email
2/ differentiate formality from informality
3/ use appropriate language expressions to communicate effectively via
emails and memos
SLIDE 3 Now please take a look at different types of business emails. Regarding
the first type, if the email is written to someone for the first time, the
language use and style should be formal. Normally, this type of emails
usually refers to the emails sent to customers, the introduction emails
about the company and its services, job application emails and
something like that.
Regarding the second type, emails written among colleagues in an
organization or someone you have been very close to, you may start
with “Hi” and end with “Cheers” or “Best wishes”.
The third type of emails normally refers to email exchanges in the style
of phone calls. For example, you may see “Noted with thanks”, “Well-
received with thanks”, FYI.
The last type refers to email responses or acknowledgements written in a
very concise or informal way, often using no more than a single phrase
and an initial as a signature. e.g.
Thanks for your information.
John Baker
SLIDE 4 Do not forget to include the subject line. The following layout is
essential in writing emails, especially those belonging to type 1 and type
2. You should start with “Greeting” by using “Dear” or “Hi”. Then do
not forget to state the purpose of your email. For example, “I am writing
to confirm that …”, “I am writing to seek further information about …”
or “I am writing to complain about …”.
The next stage refers to the main content in which you need to keep in
mind not to beat about the bush. Go straight to the point. You may use
bullet points or numbers to state your ideas concisely and clearly.
Referring to the pre-closing, you should mention the follow-up step. For
example, “I would like to welcome the opportunity to meet and discuss
the collaboration opportunity with your company.” or “I am looking
forward to hearing from you.”
Emails should be ended with complimentary close such as “faithfully
yours”, “sincerely yours”, “best regards’, “best wishes”.
And be sure to leave your signature with personal information regarding
your position, contact number of your own or the company, the
company’s website or fan page and so on.
SLIDE 5 And now please go into details each of the main parts of an email.
PART ONE: STARTING OFF: GREETING/ INTRODUCTION/
REFERENCE/ PURPOSE
1/ (In terms of) GREETING
Your choice of greeting depends largely on:
- your relationship with your reader
- your attitude towards email as a medium of communication
e.g. Dear Sir/ madam
Dear Mr. Arnold Raymond
Hi Paul
2/ (Regarding) INTRODUCTION
- Give background to the email.
- Help readers understand immediately why the email has been
sent.
e.g. In response to your advertisement on the job vacancy, I would
like to apply for this post.
On the recommendation of Dr. David Jones, I would like to
arrange an appointment with you about the collaboration opportunity.
SLIDE 6 3/ (Concerning) REFERENCE
This refers to specific information that will be the subject of the email.
This may be:
• A new topic raised by the writer
• In response to another email which has already been received by
the writer
e.g. On the subject of …
Referring to …
4/ (When it comes to the) PURPOSE
Remember to make a clear statement about the writer’s objective(s).
e.g. I am writing to seek your permission …
I am writing to ask for further information about …
There is an important note for you as follows.
When it comes to social openings (informal emails), people normally
start writing
e.g. How are you? | How are things going?
These reflect:
+ the informality of the relationship between the writer and the
reader
+ the nature of the medium somewhere between writing and
speech
SLIDE 7 THE MAIN PART: SIGNALLING INTENTIONS
Effective writing means helping readers:
• Understand your intentions in each paragraph of your document
• Follow the detail in each paragraph of your document
USEFUL TIPS:
• Clear and transparent writing facilitates easier reading.
• State your overall reason for writing at the beginning of your
email.
• Help your readers follow both the structure and objectives within
the main part of your email
• Divide your main part into meaningful paragraphs
SLIDE 8-9- Depending on the purpose of the email, you may consult the following
10-11-12 useful language expressions from requesting, informing, asking for
clarification, providing documentation, confirming, drawing attention
and reminding, agreeing, disagreeing and refusing requests, asking for
approval, making suggestions, apologizing, expressing urgency and
necessity, giving good news, giving bad news, expressing
disappointment and so on
SLIDE 13 FINISHING OFF: NEXT STEPS/ PRE-CLOSING/
COMPLIMENTARY CLOSE
NEXT STEPS
One way of defining the next steps is by using the 3 W’s: what/
who/ when.
• What will define the action to be taken
e.g. We will need to analyse the information before we can
make a decision
• Who will define the person with responsibility for the action
e.g. Paul has agreed to do this.
• When will define the deadline for completion of the action
e.g. The deadline is 24 April.
PRE-CLOSING
It is a polite way of making the transition to the end of the document.
e.g. If you have any further questions, please contact me.
I look forward to hearing from you.
COMPLIMENTARY CLOSE
e.g. Faithfully yours | Sincerely yours | Best regards | All the
best
SLIDE 14 This is the Q and A section.
Please share your own experience at the workplace:
When do you use “reply to all”, “cc” and “bcc”?
What do you use “reply to all”, “cc” and “bcc” for?
