1. LETTER AND E-MAIL CONVENTIONS

2. BASIC PRINCIPLE & THINGS TO AVOID Part I.

3. Things to Avoid: “Clichés” Old-fashioned expressions Keep it Short and Simple (KISS) Active instead of Passive Proper, not excessive, appreciation. Reference: http://www.shirleytaylor.com/article_02.html I would like to bring to your attention… With reference to your previous e-mail Enclosed herewith please find… I should be very grateful if…

4. Better to Be Sophisticated? Subject: PBG Project Problem Solved Hi Jessie, Thank you for your call in the morning. I’m very glad that we were able to solve the PBG Project problem. I’ll still be in the office until 3 p.m. when you decide how I can help you again. Good luck with you. Sara Subject: Problem solved!! Jessie --- we spoke earlier, and glad to note the problem is solved. If you need further information or assistance please revert. Thanks & Regards. Sara Consider this…

5. Basic Principles : 5C Courtesy and Consideration Conciseness Clearness Completeness and Concreteness Correctness 禮貌、 體貼 簡潔 清晰 完整、 具體 正確

6. THE CONTENT Part II.

7. How to Start a Letter Personal letter--start with “well-being” – “I hope you are well” – “How‘s it going?” Business / Formal letter – Straight to the point – Be concise and relevant What need to be communicated Know what not to write

8. Content—Formal Letter 點出主題  說明  結語 First Paragraph-- short purpose Subsequent Paragraphs – Relevant information behind the writing – Essentials and concentrate/clear and logical Last Paragraph– what you hope others to do ※ Proofread your letter ※

9. 正文 ( Body) 5C 點出主題  說明  結語 Dear Mr. Cheng, Congratulations on your recent promotion to vice executive. I know how hard you have worked to earn the recognition you presently enjoy at the company, and I feel that they are very wise in having made their choice. Please accept our best wishes for your success in your new position. Sincerely yours, Ten Brown

10. Letter Sample Dear Mr. Cheng, Congratulations on your recent promotion to vice executive. I know how hard you have worked to earn the recognition you presently enjoy at the company, and I feel that they are very wise in having made their choice. Please accept our best wishes for your success in your new position. Sincerely yours, Ten Brown

11. 正文 ( Body) －結尾範例 希望早點得到對方的回信 : 希望早點得到對方的回信 : I am looking forward to your reply. I am looking forward to your reply. Your early reply will be highly appreciated. 祝福他人好運 : 祝福他人好運 : I wish you every success in the coming year. I hope everything will be well with you.

12. IMPROVE YOUR WRITING Part III.

13. Take It Easy, Man! BeforeAfter If there are any points on which you require explanation or further particulars we shall be glad to furnish such additional details as may be required by telephone. If you have any questions please call. It is important that you shall read the notes, advice and information detailed opposite then complete the form overleaf (all sections) prior to its immediate return to the Council by way of the envelope provided. Please read the notes opposite before you fill in the form. Then send it back to us as soon as possible in the envelope provided.

14. Take It Easy, Man! Instead ofSay in spite of the fact thatdespite come to a decisiondecide with regard toabout at the present moment in timenow conduct an investigationinvestigate in view of the fact thatas, since in the event thatif in the very near futuresoon at a later datelater we would like to ask you toplease I would appreciate it if you wouldplease

15. “Active” and “Passive” Voices ActivePassive The dog bit him. He was bitten by the dog. We will send your goods within 14 days. Your goods will be sent by us within 14 days.

16. When to use passive voice? Giving extra emphasis or hide something: Passive Active NOUN Our restaurant has been recommended by all the leading hotels in Singapore. All the leading hotels in Singapore recommend our service. VERB The rumor was spread all over the place. Your goods will be sent within 14 days. He spread the rumor around the place. We will send your goods within 14 days. TACT An unfortunate mistake was made. We made an unfortunate mistake.

17. An Appropriate Tone Elements you should analyze before writing: – your status – the status of the reader – the content of the message – your relationship with the reader

18. An Appropriate Tone: Examples Consider the following expressions: BeforeAfter Problems of this type are quite common with this cheaper model. Next time I suggest you spend a bit more money. Problems of this type are far less common with the more advanced model. This problem would not have happened if you had connected the wires properly in the first place. This problem may be resolved by connecting the wires as shown in the handbook.

19. An Appropriate Tone: Strategy Avoid impoliteness: "Please..." Avoid over-politeness or cliche: "I should be very grateful..." Soften the tone: “Unfortunately...” ， “However...“ ， "I am sorry..." Please see the attachment for more details. I should be very grateful if you could help me to... Unfortunately, the plane may not arrive in time.

20. Consider this… Fromsallyturner@rightway.com Date25:7:03 16:06:29 Tojohnwong@rightway.com CC SubjectREMINDER!!! John Appreciate if you would consider and bear in mind that I am no longer responsible for dealing with petty cash. Some of your staffs keep bringing their vouchers to me, but this responsibility has been taken over by Martin in Accounts, he is the one who should be contacted henceforth for all petty cash matters. Your co-operation is appreciated in making sure all your staffs know about this. BRgs/Sally

21. About E-mail... Capital... – “ I look forward to seeing you on SATURDAY and would appreciate it if you can bring me THE BOOK as well.” – “TO ENSURE YOUR STAFF CLAIM IS PROCESSED AND PAID, PLEASE DO FOLLOW THE BELOW CHECKLIST.” Squeeze into one paragraph Overload: Content & Subject (<35) Text language Is it necessary? Is it necessary?