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1、Email Etiquette写英文电子邮件的礼节Email Etiquette 写电邮的礼节 1. Be concise and to the point. 言简意赅 Do not make an e-mail longer than it needs to be. Remember that reading an e-mail is harder than reading printed communications and a long e-mail can be very discouraging to read. 回信时，用语要简练。不要超过理应的长度。因为过有间毕竟没有阅读打印出来
2、的材料方便。 2. Answer all questions, and pre-empt further questions. 回复所有的邮件，并预先提出潜在的问题。 An email reply must answer all questions, and pre-empt further questions If you do not answer all the questions in the original email, you will receive further e-mails regarding the unanswered questions, which will n
3、ot only waste your time and your customers time but also cause considerable frustration. Moreover, if you are able to pre-empt relevant questions, your customer will be grateful and impressed with your efficient and thoughtful customer service. Imagine for instance that a customer sends you an email
4、 asking which credit cards you accept. Instead of just listing the credit card types, you can guess that their next question will be about how they can order, so you also include some order information and a URL to your order page. Customers will definitely appreciate this. 在回复邮件时，要做到回答信中提到的所有问题，从而节
5、省多次来往邮件的时间。其次要预先提出潜在的问题，这样一方面可以节省回复邮件的时间，另一方面可以给客户树立我们高效和细致入微的客服水平形象。 3. Use proper spelling, grammar & punctuation. 正确的拼写，语法和标点 This is not only important because improper spelling, grammar and punctuation give a bad impression of your company, it is also important for conveying the message properl
6、y. E-mails with no full stops or commas are difficult to read and can sometimes even change the meaning of the text. And, if your program has a spell checking option, why not use it? 正确的拼写，语法和标点不仅关系着信息的正确表达，还关系着公司的形象。没有标点符号的邮件不仅读起来晦涩，有时候还会让人曲解意思。如果我们的电脑程序中有拼写的检查，为什麽不充分利用呢？ 4. Use templates for frequ
7、ently used responses. 利用固定的模板 Some questions you get over and over again, such as directions to your office or how to subscribe to your newsletter. Save these texts as response templates and paste these into your message when you need them. You can save your templates in a Word document, or use pre-
8、formatted emails. 很多情况需要我们重复用到一些格式，不如保存这些格式在自己的邮件中，或事前设定一个模板，这样回信时就方便多了。 5. Answer swiftly. 回信要及时 Customers send an e-mail because they wish to receive a quick response. If they did not want a quick response they would send a letter or a fax. Therefore, each e-mail should be replied to within at lea
9、st 24 hours, and preferably within the same working day. If the email is complicated, just send an email back saying that you have received it and that you will get back to them. This will put the customers mind at rest and usually customers will then be very patient! 客户发邮件时，都希望能够得到最迅速的回复。所以，每封邮件要在2
10、4小时之内回复，最好是在收信当天回复。如果邮件的信息量比较大，不能当时或在24小时之内回复的邮件，也要在收到邮件时告诉客户我们会尽快回复。这种做法通常会让客户有足够的耐心等待。 6. Do not attach unnecessary files. 不要附加不必要的文件 By sending large attachments you can annoy customers and even bring down their e-mail system. Wherever possible try to compress attachments and only send attachment
11、s when they are productive. Moreover, you need to have a good virus scanner in place since your customers will not be very happy if you send them documents full of viruses! 不必要的附件不仅会使我们的客户不开心，有时，还会影响我们邮箱地反应速度。所以，只发对客户有用的附件，并且，要随时检查邮件是否带病毒。可以想象当客户受到我们发给他们满是病毒的邮件会有什麽反应。 7. Use proper structure & layou
12、t. 采用适合的结构和版面 Since reading from a screen is more difficult than reading from paper, the structure and lay out is very important for e-mail messages. Use short paragraphs and blank lines between each paragraph. When making points, number them or mark each point as separate to keep the overview. 基于在屏
13、幕中阅读远南过于阅读打印出来的材料，所以要合理的排版，并在重要的地方强调。这样才便于阅读。 8. Do not overuse the high priority option. 发送邮件时不要经常标注惊叹号 We all know the story of the boy who cried wolf. If you overuse the high priority option, it will lose its function when you really need it. Moreover, even if a mail has high priority, your messa
14、ge will come across as slightly aggressive if you flag it as high priority. “狼来了”的故事我们都听说过，同理，为了使我们真正重要的邮件能得到别人的重视。不要把提示别人注意的提示符用滥。 9. Do not write in CAPITALS. 不要使用大写 IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING. This can be highly annoying and might trigger an unwanted response in the
15、form of a flame mail. Therefore, try not to send any email text in capitals. 大写让人感觉我们在叫喊，为了避免歧义，还是少用为妙。 10. Dont leave out the message thread. 不要漏掉任何线索 When you reply to an email, you must include the original mail in your reply, in other words click Reply, instead of New Mail. Some people say that
16、you must remove the previous message since this has already been sent and is therefore unnecessary. However, I could not agree less. If you receive many emails you obviously cannot remember each individual email. This means that a threadless email will not provide enough information and you will hav
17、e to spend a frustratingly long time to find out the context of the email in order to deal with it. Leaving the thread might take a fraction longer in download time, but it will save the recipient much more time and frustration in looking for the related emails in their inbox! 回信时，要在原文的基础上附带原邮件。不要主观
18、的认为所有的线索都已经很清楚了，几天后，当你回了上百封邮件后再看这封信时，一定不记得客户曾经要求过什麽了。与其浪费时间在寻找原邮件上，还不如在回邮件时附上原件。 11. Read the email before you send it. 发邮件前要复查 A lot of people dont bother to read an email before they send it out, as can be seen from the many spelling and grammar mistakes contained in emails. Apart from this, readi
19、ng your email through the eyes of the recipient will help you send a more effective message and avoid misunderstandings and inappropriate comments. 回邮件前仔细检查不仅会使回信更为有效，还会减少出现不必要误解的可能。 12. Use cc: field sparingly. 减少使用抄送 Try not to use the cc: field unless the recipient in the cc: field knows why they
20、 are receiving a copy of the message. Using the cc: field can be confusing since the recipients might not know who is supposed to act on the message. Also, when responding to a cc: message, should you include the other recipient in the cc: field as well? This will depend on the situation. In general
21、, do not include the person in the cc: field unless you have a particular reason for wanting this person to see your response. Again, make sure that this person will know why they are receiving a copy. 如果没有特别的需要，尽量不要抄送给和回邮无关的人员。除非那些被抄送的人有知道的必要。 13. Do not overuse Reply to All. 不要过度使用回复所有人 Only use R
22、eply to All if you really need your message to be seen by each person who received the original message. 14. Mailings use the Bcc: field or do a mail merge. 使用密送或做一个邮件合并 When sending an email mailing, some people place all the email addresses in the To: field. There are two drawbacks to this practic
23、e: (1) the recipient knows that you have sent the same message to a large number of recipients, and (2) you are publicizing someone elses email address without their permission. One way to get round this is to place all addresses in the Bcc: field. However, the recipient will only see the address fr
24、om the To: field in their email, so if this was empty, the To: field will be blank and this might look like spamming. You could include the mailing list email address in the To: field, or even better, if you have Microsoft Outlook and Word you can do a mail merge and create one message for each reci
25、pient. A mail merge also allows you to use fields in the message so that you can for instance address each recipient personally. For more information on how to do a Word mail merge, consult the Help in Word. 15. Take care with abbreviations and emoticons. 小心对付缩写和图释 In business emails, try not to use
26、 abbreviations such as BTW (by the way) and LOL (laugh out loud). The recipient might not be aware of the meanings of the abbreviations and in business emails these are generally not appropriate. The same goes for emoticons, such as the smiley :-). If you are not sure whether your recipient knows wh
27、at it means, it is better not to use it. 在商业信函中，尽量避免使用所写或图释，因为接受者很有可能不明白其中的意义。 16. Be careful with formatting. 小信格式化 Remember that when you use formatting in your emails, the sender might not be able to view formatting, or might see different fonts than you had intended. When using colors, use a col
28、or that is easy to read on the background. 当我们格式化我们的邮件时，发件人很有可能不能看到格式化后的结果。所以在格式化时，要选择已于阅读的背景。 17. Take care with rich text and HTML messages. 小心对待文本格式和超文本连接格式。 Be aware that when you send an email in rich text or HTML format, the sender might only be able to receive plain text emails. If this is th
29、e case, the recipient will receive your message as a .txt attachment. Most email clients however, including Microsoft Outlook, are able to receive HTML and rich text messages. 可能你的邮件接受者只能接受纯文本格式。如果是这种情况，那他/她打开的邮件将以. TXT附件出现。不过大多数OUTLOOK的用户都可以接受HTML和rich text. 18. Do not forward chain letters. 不要转发系列
30、邮件 Do not forward chain letters. We can safely say that all of them are hoaxes. Just delete the letters as soon as you receive them. 那些不过是在戏弄我们，不要上他们的当。 19. Do not request delivery and read receipts. 不要要求派发 This will almost always annoy your recipient before he or she has even read your message. Bes
31、ides, it usually does not work anyway since the recipient could have blocked that function, or his/her software might not support it, so what is the use of using it? If you want to know whether an email was received it is better to ask the recipient to let you know if it was received. 20. Use a mean
32、ingful subject. 要用有意义的主题 Try to use a subject that is meaningful to the recipient as well as yourself. For instance, when you send an email to a company requesting information about a product, it is better to mention the actual name of the product, e.g. Product A information than to just say product
33、 information or the companys name in the subject. 一个有实际意义的标题名称对收件人和自己都会很有效。不妨用最简洁的语言包括比较全面或者比较重要的信息。 21. Avoid long sentences. 尽量避免长句子 Try to keep your sentences to a maximum of 15-20 words. Email is meant to be a quick medium and requires a different kind of writing than letters. Also take care not
34、 to send emails that are too long. If a person receives an email that looks like a dissertation, chances are that they will not even attempt to read it! 尽量避免超过15-20个字的长句子。邮件和信函不同，过长的邮件会让收件人看到就不想再读下去了。 22. Dont send or forward emails containing libelous, defamatory, offensive, racist or obscene remar
35、ks. By sending or even just forwarding one libelous, or offensive remark in an email, you and your company can face court cases resulting in multi-million dollar penalties. 不要再邮件中掺杂有偏见和带有歧视或者冒犯性质的言语。 23. Dont forward virus hoaxes and chain letters. If you receive an email message warning you of a ne
36、w unstoppable virus that will immediately delete everything from your computer, this is most probably a hoax. By forwarding hoaxes you use valuable bandwidth and sometimes virus hoaxes contain viruses themselves, by attaching a so-called file that will stop the dangerous virus. The same goes for cha
37、in letters that promise incredible riches or ask your help for a charitable cause. Even if the content seems to be bona fide, the senders are usually not. Since it is impossible to find out whether a chain letter is real or not, the best place for it is the recycle bin. 不要转发带有病毒或是循环发送的邮件。 24. Dont r
38、eply to spam. 对垃圾邮件置之不理 By replying to spam or by unsubscribing, you are confirming that your email address is live. Confirming this will only generate even more spam. Therefore, just hit the delete button or use email software to remove spam automatically. 回复垃圾邮件等于暴露自己的目标。这样我们就有可能收到更多的病毒。所以，直接删除，并启动自动删除软件。
