Page 104 - How to write effective business English your guide to excellent professional communication by Fiona Talbot

E-mail and instant messaging 93

embed their comments using a different colour. So Alexei in Russia
chooses dark blue, Kentaro in Japan chooses teal, Cora in the
Netherlands chooses red (and chooses to use capitals as well), and
Carmen in Chile chooses brown.
Can you already see the problems that this course of action may
present? It’s going to become a very complicated procedure. I pity
the originator who will have to try to draw the strands together to
make sense. Surely it would be simpler to send a separate e-mail to
each of the four? Incidentally, can you see why Cora’s choice may
lead to further complications? I know red is an auspicious colour
in China and no doubt in other countries too. But in many coun-
tries, red embedded print is used to correct written mistakes or
make criticisms. Readers may literally see a comment in red as a
problem – even if it’s actually meant to be helpful and positive.
Cora has also chosen to use capitals. According to accepted
e-mail etiquette, capitals throughout an e-mail signify that you’re
SHOUTING. Cora’s comments could then appear to be criticisms,
although she may never realize this or the fact that she might be
offending readers as a result. So do evaluate when and how to
embed messages and when to avoid this writing technique.

Structure your e-mails

E-mail is largely viewed as a form of communication that is half-
way between conversation and formal business writing. Many peo-
ple feel this means they can type their ideas:

● ● in the English words that just occur to them;

● ● in no particular order;
● ● with no stated objectives;
● ● with no attention to punctuation, grammar or any other quality
control;

● ● with no attention to layout.