Абрамова Р.Н., Болсуновская Л.М. Нефтегазовое дело. Техническая и профессиональная коммуникация

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TOMSK POLYTECHNIC UNIVERSITY

GEOLOGY AND PETROLEUM ENGINEERING INSTITUTE

DEPARTMENT ________________________________

COMMUNICATION DISPLAY PORTFOLIO (CDP)

NAME: ________________________________________

SPECIALIZATION: __________________________________

UNIT 2

E-MAIL

E-MAIL is a medium which has revolutionized the way in which we

communicate with each other. E-mail has become a large part of modern

communication, particularly in business. The world has become much smaller

now that we have the ability to send and receive e-mail messages over great

distances at an incredible speed. Survey shows that E-mail “is by far the most

frequently used and highly prized feature of the Internet”(Specter, Michael,

“Your Mail Has Vanished”. New Yorker 16 Dec. 1999: 95-104.)

PURPOSE: how to use e-mails as effectively as possible; be able to express

oneself more clearly in the professional sphere.

OBJECTIVE: students will become good e-mail citizens in writing

traditional forms of communication and knowing the etiquette to ensure good

manners in E-mail.

1. Lead-in

Open INTERNET E-mail (Computer class). Name all

the operating windows. Match the windows with their functions.

1. thread

A. Address field if those people need to know

about the subject but are not required to act on the

contents (are for the people you are indirectly

addressing. They are the FYI-ers or CYA-ers.

Don't ever do it here. Copy only those who need to

be copied; not your entire universe of contacts)

2. e-mail program

B. Address field is useful where discretion is

required. People in this field are concealed from

other recipients in the 'To'

3. FAQ

C. There is no formatting using different fonts or

colours. E-mail messages can only contain

characters typed on a keyboard, known as the

ASCII character set. Most plain text e-mail is

written using a character set like Courier

4. cc (carbon copy)

D. Allows to add formatting to the text as well as

images or links using HTML(Hyber Text Makeup

Language) code

5. bcc (blind carbon

copy)

E. Outlook Express (otherwise known as OE);

Microsoft Outlook; web-based option like Yahoo

Mail or Hotmail.

6. vCard

F. Contact details and other relevant information;

E-mail signature includes:

 confidentiality statements

 drawing attention to web site addresses

 promoting a newsletter

 adding other contact details such as ICQ or

AIM

7. attachment ( a

document, a

spreadsheet)

G. Address field for the people you are directly

addressing

8. ICQ \ AIM

H. You’ve sent an e-mail to a person(s) that has

caused that person(s) to respond in many, not-so-

nice words. It’s basically a verbal attack in

electronic form

9. plain text e-mail

I. Frequently asked questions

10. CYA virtual

standby

CYA y. Comment

J. Deadline Reminder

11. Re

K. For your information

12. FYI

L. Programme to restore lost documents in case of

fail

13. To

M. A supplementary document that is attached to a

primary document

14. signature file

N. Format file for business card exchange

15. HTML E-mail

O. Breaking the link between the original message

and your soon-to-be-created response. Without the

link, it can get difficult for the users on each end to

follow the sequence of messages, especially after

several exchanges. The correct thing to do is to

reply, which is essentially the same thing as

creating a new message, but maintains the thread.

16. PDF

P. Format

17. be flamed

Q. Messengers

2. Tips for good E-mail style

1. Provide your reader with the right information and writing approach:

 Quote the e-mail to which you are responding

 Avoid the use of them, they (use I, we and specific names)

2. Make your page easy to read. Use:

 Short paragraphs

 Lines under 25 words

 E-mail under twenty-five lines

3. Find different ways to express emotion, body language, and intonation.

(Appendix III \ Appendix IV– pg. 130–131).

 Smileys

 Asterisks

 Capital letters

 Lower-case letters

 Creative punctuation

 Typed-out thoughts and reactions

 Whitespace

 Abbreviations

3. E-mail Layout

1. To:

2. Cc:

3. Subject line:

4. Appropriate greeting

5. Introduction

6. E-mail body (additional supporting information)

7. Final sentence

8. Concluding phrase

9. Signature file

4. E-mail samples

Informal

Dear Tatiana,

It was great to see you again, even twice in one day.

What a lucky guy I am!

I drove for about 7 hours straight, mostly in the rain,

before pulling over at 11:15 for “a little nap” and

sleeping in the car for two hours. I finally reached home

about 3:30 a.m., shocking Anya out of her wits because

I hadn’t been able to warn her that I wouldn’t arrive

earlier.

I got about 2–1\2 hours more sleep before getting up

for my meeting with the Associate Dean of the College

of Liberal Arts and Sciences to discuss my teaching

schedule for the next 1–2 academic years. Now I am

going on nerves alone.

I got my telephone service restored by paying the bill.

I’ll be writing again soon when I’ve gotten further into

the Dostoevsky stuff and gotten a little more sleep.

Affectionately yours,

Jerry

This e-mail is intended for the recipient only and is

private communication not intended for forwarding.

Formal

Dear Senator.......,

...............Like you, I’m eager to have the newly constitutes

US Senate and House of Representative, after New

Year’s, correct the hundreds of egregious blunders and

regressive acts that have been perpetrated by all

branches of our government in recent years, in both

domestic and foreign policy, and to move this country

forward in directions that will lead to its restoration in the

eyes of the world and, indeed, of the majority of its

population, as a beacon for those who struggle with the

twin curses of poverty and oppression

...........With almost 50 years behind me as a specialist in

Russia, I can tell you with absolutely certainty that not

only the Russian people, but also their government,

remain eager to cooperate with the United States in an

attempt to solve some of the most pressing problems

facing humanity, for example, terrorism, nuclear

proliferation.........

I strongly urge you ......to adopt positions with regard to

Russia and, indeed, the rest of the world, that will improve

chances for the survival of human civilization and of the

environment on our planet......................................

...........For what it’s worth, I would like to receive a

personal response from you, ............., to this letter, and

your permission to submit it to one or more newspapers

where it stands a chance of being printed.

Yours respectively and admiringly,

Gerald E. Mikkelson

Professor, Russian Studies, University of Kansas

(This e-mail example includes only separate parts.)

This E-mail is intended for the recipient only and is

private communication not intended for forwarding.

5. Guidelines

1. Why are you using e-mail;

2. Key features:

 purpose in communicating

 who you are addressing

 situation in which the e-mail occurs;

3. Proper use of E-mail format:

 always give the message a subject

 distinguish between open and blind copies

 use a signature and a warning (if appropriate);

4. In business e-mails – the reader must grasp the essentials quickly; no

risk of misunderstanding;

5. Think about the effect your reply will have;

6. In replies avoid breaking the thread of a sequence of message;

7. Don’t automatically “Reply to all”, unless it is expected or useful;

8. In replies only quote as much as necessary to place your message in its

context (often this is in the subject line);

9. Think before forwarding someone’s message;

10. Set up a proper system for filing e-mails;

11. Be aware of the context;

12. Avoid excessive use of capital letters and don’t use HTML formatting;

13. Be aware of the dangers of flaming;

14. Only use emoticons and initialisms in messages who are likely to

appreciate them.

(Jon Seely, Oxford Guide to Effective Writing and Speaking, Oxford

University Press, 2005)

6. Writing styles

FORMAL \ NEUTRAL INFORMAL

Name

Dear Mr.\Mrs.\ Ms (Dupuis) Hi \ Hello Mary

Dear Mary Mary,….(no name at all)

contact

Thank you for your e-mail

of…….

Thanks for your e-mail

Further to your last e-

mail,…….

Re your e-mail,……..

I apologise for not getting in

contact with you before now.

Sorry I haven’t written for

ages, but I’ve been really

busy

Reason for

writing

I am writing in connection

with……

Just a short note

about……….

I am writing with regard

to………..

I’m writing

about……………..

In reply to your e-mail, here

are…….

Here’s the…..you wanted.

Your name was given to me

by…..

I got your name

from………

We would like to point out

that……

Please note that………….

Giving

information

I’m writing to let you know

that…….

Just a note to say………..

We are able to confirm

that………..

We can confirm

that…………

I am delighted to tell you

that………

Good news!

We regret to inform you

that………..

Unfortunately,……….

Attachments

Please find attached my

report.

I’ve attached ……..

I’m sending you….as a pdf

file.

Here is the ……you

wanted.

Asking for

information

Could you give me some

information about…….

Can you tell me a little

more about….

I would like to know……… I’d like to know………..

I’m interested in receiving \

finding out……

Please send me………

Requests

I’d be grateful if you

could……….

Please could you….?

I wonder if you

could……………

Could you…….?

Do you think I could have….? Can I have……..?

Thank you in advance for

your help in this matter.

I’d appreciate your help on

this.

Promising

action

I will……………………. I’ll……………

I’ll investigate the matter. I’ll look into it.

I will contact you again

shortly.

I’ll get back to you soon.

Offering help

Would you like me to…….? Do you want me to…..?

If you wish, I would be happy

to……..

Shall I…..?

Let me know whether you

would like me to…………..

Let me know if you’d like

me to……

Final

comments

Thank you for your help. Thanks again for……

Do not hesitate to contact us

again if you require any

further information.

Let me know if you need

anything else.

Please feel free to contact me

if you have any questions. My

direct line is…

Just give me a call if you

have any questions. My

number is………

I am looking forward to (+

ing)

Looking forward

to…(+ing)

Give my regards to…………. Best wishes to……..

Best wishes. Speak to \ See you soon.

Regards. Bye (for now)\ All the best.

CHECKING UNDERSTANDING

Technical

problems

Did you get my last message sent on……..?

Sorry, you forgot to attach the file. Can you send it again?

I got your e-mail, but I can’t open the attachment.

Did you mean to send this? I don’t want to open it in case

it’s got a virus.

Asking for

clarification

I’m not sure what you mean by……? Could you clarify?

Which…. Do you mean?

I don’t understand this point. Can you explain in a little

more detail?

Are you sure about that?

Giving

clarification

The correct information is given below. Please amend your

records accordingly.

Sorry, what I meant was…. not…..

I thought…., but I may be wrong.

I’ll check and get back to you.

Sorry, forget my last e-mail. You’re right.

I hope this clarifies the situation.

Get back to me if there’s anything else.

7. Exercises – Paul Emmerson: E-mail English, MacMillan, 2004 – contains

practice activities which can be used for self study or with a teacher in class.

8. Task assignments

1. Write an E-mail to your English teacher: asking extra information about

your lessons (for example, FCE courses). Don’t forget the style.

2. Image the following: (a) one is a student from another country (region,

city); (b) student of TPU. Continue your E-mailing for 2–3 times. Subject

can be what you prefer. Copy these e-mails and then analyse them in class.

3. A colleague asked you for help, and then almost immediately sent a

follow-up informing that she\he had solved the problem on her\his own.

4. You received an e-mail from an oil company (Shell, Baker Hughes, etc)

which says that you should give further information about yourself. Give an

answer, don’t forget the previous e-mail.

5. Collect as many e-mails from friends and family (3–4), from organizations

to individuals (3-4) as you can (in Russian\English).

 If these are in English, do they contain any of the features worked in

this unit?

 If these are in your own language, analyse whether the language varies

according to the action being requested. Is the language more formal

and polite? What forms are used?

9. Additional Resources

1. "E-mail Etiquette." I Will Follow Services. 1997.

http://www.iwillfollow.com/E-mailetiquette.html

2. Paul Emmerson: E-mail English, MacMillan, 2004

3. Nucifora, Alf. "Use etiquette when messaging via E-mail." Memphis

Business Journal 21.51 (14 April 2000): p23. Online. MasterFILE

Premier.

4. Thorton, Sam. "Rules and Regulations: E-mail Etiquette." 29 April

1998. http://www.lse.ac.uk/Depts/ITS/rules/E-mail.htm

5. http://www.perfectyourenglish.com

6. http://owl.english.purdue.edu