Email Etiquette写英文电子邮件的礼节

2021年2月28日发(作者：万里赴戎机关山度若飞)

Email Etiquette

写电邮的礼节

1.

Be concise and to the point.

言简意赅

Do not m

ake an e-m

ail longer than it needs to be. Rem

ember that reading an e-m

ail

is harder than reading printed communications and a long e-m

ail 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 em

ail 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 f

urther e-

m

ails

regarding the unanswered questions, which will not only waste your tim

e and your

custom

er’s tim

e but also cause considerable frustration. Moreover, if you are able to

pre-em

pt relevant questions, your custom

er will be grateful and impressed

with your

efficient and thoughtful custom

er service. Im

agine for instance that a custom

er

sends you an em

ail 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.

Custom

ers 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 im

proper spelling, grammar and punctuation give

a bad impression of your com

pany, it is also important for conveying the m

essage

properly. E-

m

ails with no full stops or commas are difficult to read and can

som

etimes even change the m

eaning 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 frequently used resp

onses.

利用固定的模板

Som

e 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 tem

plates and paste

these into your m

essage when you need them

. You can save your tem

plates in a

Word document, or use pre-formatted em

ails.

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

Custom

ers send an e-

m

ail 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-m

ail

should be replied to within at least 24 hours, and preferably within the sam

e working

day. If the em

ail is complicated, just send an em

ail back saying that you have

received it and that you will get back to them

. This will put the custom

er's mind at

rest and usually custom

ers 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

24

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 attachm

ents you can annoy custom

ers and even bring down their

e-m

ail system

. Wherever possible try to com

press attachm

ents and only send

attachm

ents when they are productive. Moreover, you need to have a good virus

scanner in place since your custom

ers will not be very happy if you send them

docum

ents full of viruses! < /p>

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 & layout.

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-m

ail messages. Use short paragraphs and blank

lines between each paragraph. When making points, number them

or m

ark each

point as separate to keep the overview.

基于在屏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 m

ail has

high priority, your m

essage will com

e 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 t

he form

of a flame m

ail.

Therefore, try not to send any em

ail 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. Don't leave out the message thread.

不要漏掉任何线索

When you reply to an em

ail, you must include the original mail in your reply, in other

words click 'Reply', instead of 'New Mail'. Some people say that you m

ust remove the

previous message since this has already been sent and is therefore unnecessary.

However, I could not agree less. If you receive m

any em

ails you obviously cannot

remember each individual email. This means that a 'threadless em

ail' will not provide

enough information and you will have to spend a frustratingly long tim

e to find out

the context of the em

ail in order to deal with it. Leaving the thread might take a

fraction longer in download tim

e, but it will save the recipient much m

ore tim

e and

frustration in looking for the related em

ails in their inbox!

< p>
回信时，要在原文的基础上附带原邮件。不要主观的认为所有的线索都已经很清楚了，几天后，当< /p>

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