Less is More – How Does it Work in Writing Business Email?
By Kate Chan
To practice the ‘less is more’ concept in business email writing, we aim at drawing the most interest from the readers with the least ambiguities from the writer. To draw interest, we need to show interest in the readers. Crystallizing the content requires the writer to plan the piece’s structure and polish its language.
Break the Ice with Your Readers
“How much time do you spend reading and writing email everyday?” is a question I often pose to my workshop participants. Over 50% of my participants are spending half of their working hours on managing email. The process is lonely and monotonous. To reduce the readers’ anxieties in going through your email, how about warming up your readers with an interactive style? Compare the statements between Column A and Column B for the interactive effects:
| Column A | Column B | |
| 1. Dear all | 1. Good morning team | |
| 2. This is to inform you about the X issue. | 2. May I update you about the X issue? | |
| 3. We did not hear from you. | 3. May we have an update from you about the X issue? | |
| 4. I did not understand your point. | 4. Could you clarify how point 1 works? | |
| 5. Please do not hesitate to call us. | 5. Do call me for any follow-up. | |
| 6. We will liaise with you as soon as possible. | 6. You’ll hear from me by this Thursday. | |
| 7. Thank you and kind regards | 7. | (a) Regards (b) Have a good day (c) Have a smooth week (d) Have a successful event |
The ice-breaking, interactive style in Column B is positive, lively and conversational. When your readers approach you with less tension, the two of you can chat via writing more openly.
RATS Method
While maintaining this degree of interactivity, how do you communicate a point with maximum efficiency? To apply Habit 2 in Stephen Covey’s 7 Habits of Highly Effective People, you need to begin with an end in mind. How does it work in email? Practice the RATS method:
- Refresh the subject - be concrete and up-to-date in the subject descriptions; e.g. Your Input for a Client Request, Moving Forward with Discussion Summary, Progress on 1 March.
- Answer the reader’s question: “What’s in it for me?” You need to state the reason for writing the email in the opening paragraph. For example:
- I would appreciate your help on a client’s request for references in the IT sector. .
- Thank you for briefing me about your project needs. Shall we review the highlights of our discussion to plan the next steps?
- Please review the new findings on the operations constraints for your action planning.
- Tabulate the bulk of the details for easy reading.
Example 1 – enumerate a checklist:
The references for our prospective client should fit the following profile:- Have good experience holding an IT road show at our Centre between 2005 to 2007
- Have experience doing roadshows in other centres for comparison
Example 2 – classify the content with sub-headings:
- System speed
- System performance as compared to the industry average
- System constraints
- Specify the timeline.
- Chris, please let me know your suggestions by noon today for my follow-up with Mr. Martin.
- Ms Lee, would you like to select a suitable timeslot for our discussion?
- Today at 3pm
- Tomorrow at 10am
Example that specifies the timeline for the reader:
Example that specifies the timeline for the writer:
Ms Lee, may I call you this Friday to explore the opportunity of collaboration?
To create more impact with your email, employ a caring, personal tone to engage your reader and reduce the likelihood of one-way traffic. To reap better results, be fast-paced with a direct structure, trimming the heavy details and specifying the timeline. Fewer ambiguities in your email translate into more connectivity between you and your readers.
The above article is contributed by our trainer, Kate Chan. As a firm believer in experiential learning, she has enhanced the professional and personal development of many through engaging their active involvement. Her topics on English proficiency, business writing, presentation, customer service, interpersonal communication, corporate image, thinking on your feet, time management, stress management and leadership have benefited professionals across different industries.
Kate will be conducting the following public learning courses at the Marketing Institute:
• Persuasive Writing To Sell & To Service - 28 & 29 Jul and 7 & 8 Oct 2008
• Business Writing For Impact and Results – 11 & 12 Aug and 11 & 12 Dec 2008
• Business Report Writing – 4 & 5 Sep and 26 & 27 Nov 2008
For more information on the course, please contact Angelina or Su at 6327 7586 or 6327 7588, or email seminars@mis.org.sg
The views expressed in the above article do not necessarily represent those of the Marketing Institute of Singapore. No responsibility is accepted by the Institute or its staff for the accuracy of any statement, opinion or advice contained in the article. All articles on our website are copyright and no part may be reproduced without prior written permission of the Marketing Institute of Singapore.
