1. Making enquieries Letter of enquiry (inquiry)

2. Making inquiries = asking for information

3. Email: the basics To: From: Subject: Cc: Bcc: Attached: Signature: Recipient’s name and email Your name & email address Topic you are writing about Recipient of a copy Sending a blind copy... Files you are sending too Your full name, address and other details (automatic)

4. Ways to start your message Dear Sir or Madam Dear Sir Dear Madam Dear Mr Smith Dear Ms Smith Dear Mrs Smith Dear Miss Smith Dear JohnNever: Dear Mr John

5. Ways to end your message Best wishes- to someone you know well Yours faithfully – not writing to a named person Yours sincerely – to a named person

6. Subject headings and organization Include a short, clear subject heading - encourage the (right) recipient to open the message Divide your message into paragraphs (separate by line spaces, start at the left margin) – give the content some structure

7. Asking for and sending info Asking: –Please can you tell me... –Please can you send me... –Please can you send me details of... Replying: –Thank you for your email(, dated 6 June) –Thank you for your inquiry. –I am attaching details of... –I attach some/our information/price list which I hope you will find useful... –I look forward to...

8. Message style Use natural style –Thank you for your letter, dated 14 June... Do not use informal language, such as: –Hi! Hello! Ciao, John! Do not use text-message abbreviations –I hope I can c u soon. Yr order is ready 4 u. Do not use slang and emoticons –A guy here can help. ;-) ;-(

9. Is this acceptable? We got your order. The cost is $ 250 per box plus $50 for delivery (3-5 days). Your prices are not acceptable. Respond to my message straight away! Can you call me on the phone? You must have lost my address. This is very unpleasant.

10. Be polite! Say please and thank you Say more Avoid being very direct Ask rather than order Use indirect questions Avoid blaming or accussing the addressee Understate the point

11. Consolidation: a complete email Take a look at 1.10, p 13 Working in your teams write a polite email to Corona with a copy to your manager.

12. Making inquiries Company to company, pp 7 through 16 –1.7 – What’s wrong with these messages? –1.9 – Make these messages more polite.