Basic Business Email Writing Guide

1. Introduction: Basic grammar

 Noun phrase
o Examples:
 the next meeting
 your last message
 new products
 the organization of a seminar

 Gerund phrase (verb –ing)

o Examples:
 having a meeting
 sending a message
 ordering products
 organizing a seminar

 Verb phrase (using verb without ‘to’)

o Examples:
 have a meeting
 send a message
 order products
 organize a seminar

 Clause (mini-sentence with subject and verb)

o Examples:
 we will have a meeting
 I will send a message
 they ordered products
 my secretary will organize a seminar

2. Greetings
 Dear Sir
 Dear Madam unknown recipient
 Dear Sir or Madam
 Dear Mr. Bond
 Dear Ms. Teerious known recipient
 Dear Mrs. Robinson
 Dear John informal

Note:
 ‘Mrs.’ refers to a married woman, while ‘Ms.’ can be either married or unmarried. Miss
can also be used for (younger) unmarried women. ‘Ms.’ is used most.
 In American English there is a full stop behind the title (Mr./Ms./Mrs.), whereas in
British English there isn’t (Mr/Ms/Mrs).

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 3. Starting an email
 In response to a previous email
o Thank you for you email of (date) regarding + noun phrase
o Thanks for your email (of date) concerning + noun phrase
o I have received your email (of date) requesting + noun phrase
o We have received your email of (date) asking about + noun phrase

o Examples
 Thank you for your email of June 22 regarding our new product catalog.
 Thanks for yesterday’s email concerning the delivery of the furniture.
 I have received your email requesting a copy of last month’s report.
 We have received your email of 13 May asking about product warranty.

 Referring
o I am writing with regards to + noun phrase
o We are writing to update you about + noun phrase
o I am writing to confirm + noun phrase
o This email is to confirm/clarify + noun phrase

o Examples:
 I am writing in regards to your request for information.
 We are writing to update you about the new payment conditions.
 I am writing to confirm the cancellation of your contract.
 This email is to clarify our new company policy.

Note: Internal company emails are often short and informal. This is also true for people who
know each other well, even if they work in different companies.

Task 1: Write a short email in answer to the following email.

Dear Alan,

Could you please send me the monthly sales report by Thursday? I will need it to prepare my
presentation for the meeting on Monday.

Thanks.
John Bird, Sales Manager

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4. Giving good or bad news
 Good news
o I am pleased to tell you that + clause
o I am happy to inform you that + clause
o We are delighted to advise you that + clause

o Examples:
 I am pleased to tell you that your order has been shipped.
 I am happy to inform you that your car will be ready tomorrow.
 We are delighted to advise you that you have won a prize.

 Bad news
o I regret to tell you that + clause
o I am sorry to inform you that + clause
o We regret that + clause
o Unfortunately, we are unable to + verb phrase

o Examples:
 I regret to tell you that the product is out of stock.
 I am sorry to inform you that your credit card has been cancelled.
 We regret that the post office lost your order.
 Unfortunately, we are unable to give a refund.

Task 2: Write your own sentences

 To inform a colleague that she has been promoted to manager.

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 To let a customer know that you have to increase prices (optional: give a reason)

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5. Apologizing
 We apologize for + noun phrase or gerund phrase
 I am very sorry for + noun phrase or gerund phrase
 We would like to apologize for + noun phrase or gerund phrase
 Please accept our apologies for + noun phrase or gerund phrase

 Examples:
o We apologize for the late delivery of your order.
o I am very sorry for arriving late at the meeting.
o We would like to apologize for the delay of the departure.

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o Please accept our apologies for misplacing your luggage.

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6. Giving reasons
 ………… due to + noun phrase
 ………… because of + noun phrase
 This is due to + noun phrase
 This is because of + noun phrase
 This is because + clause

 Examples:
o The order is late due to a strike at the central post office.
o There is a delay because of bad weather.
o This is due to a general strike in Italy.
o This is because of higher fuel prices.
o This is because we didn’t know how many people would attend.

Task 3: Write a short email to a customer whose shipment has been delayed in Hong Kong.
Apologize and give a reason for the delay (strike by cargo handlers).

From : ………………………………………………
To : ………………………………………………
Subject : …………………………………………………………………………………

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7. Requesting action & information
 Could you please + verb phrase
 I would be grateful if you could + verb phrase
 We would appreciate it if you could + verb phrase

 If it is urgent, add as soon as possible (ASAP), without delay or immediately.

 Examples:
o Could you please send me a copy of the sales report as soon as possible?
o I would be grateful if you could book me two rooms without delay.
o We would appreciate it if you could let us know what materials you need.

8. Making suggestions
 I suggest + gerund phrase
 I suggest that + clause
 We recommend + gerund phrase
 We recommend that + clause

 Examples:
o I suggest contacting head office as soon as possible.
o I suggest that you inform the police without delay.
o We recommend replacing your locks and changing your key card.
o We recommend that you attach name tags to all your suitcases.

9. Closing remarks
 Inviting customer feedback
o Please feel free to contact me if you have any questions.
o Please don’t hesitate to contact us if you need any further information.

 You may also add

o We hope to hear from you soon.
o We look forward to hearing from you soon.

 Ending
o Informal
 Regards
 Best regards
 Best wishes
 Thanks
o Formal
 Your sincerely
 Yours faithfully

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Task 4: Write a short email in answer to the email below.

From : John Bird

To : Kim Klutz
Subject : monthly sales report

Dear Kim,

I haven’t received the monthly sales report yet. What is going on? Please send it to me before
tomorrow morning.

Thanks.

John Bird
Sales Manager

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Task 5: Write a short email to a customer named James Bond to explain why his credit card
needs to be replaced (reason: new computer system at the bank; free of charge).

Task 6: Write a short email to Emma Jones to inform her that the product she ordered is out of
stock and will no longer be produced. Offer a 10% discount on next order.

Task 7: Write an email to an employee named Jonathan Burns to tell him that he has been
promoted to assistant marketing manager.

Task 8: Write an email to a customer named Jill Hanshaw to let her know that you will have to
increase prices of all your products by 2% by next month (reason: higher fuel and labor costs).
Last orders will be filled at old prices.

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Sample Answers
Task 1

Dear Mr. Bird,

I am pleased to tell you that I am working on the sales report at the moment and will send it to
you as soon as it is finished. It should be on your desk by Friday morning at the latest.

Best regards.

Kim Klutz
Accounting Department

Task 2

 We are delighted to inform you that you have been promoted to manager.
Congratulations and good luck with your new job.
 I regret to inform you that our company will have to increase prices due to an increase
in the cost of raw materials.

Task 3

Dear Ms. Park,

I am writing to update you about the delivery of your shipment, ID number EX9034.
Unfortunately, there was a strike at the shipping company so there will be a delay of two days.
Please accept our apologies for this inconvenience.

If you have any further questions, please let me know.

Yours sincerely,

George Klutz
EJK Logistics

Task 4

Dear Mr. Bird,

Thank you for your email regarding the sales report. I regret to inform you that I haven’t been
able to finish the report yet. This is because the Marketing Department didn’t send me the
sales figures on time.

However, I will work during my lunch break today and make sure you get the sales report by
early afternoon. I am very sorry about the delay.

Best regards.
Kim Klutz

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Task 5

Dear Mr. Bond,

I am writing to inform you that your credit card needs to be replaced. This is because we have
changed the computer system at our head office. The replacement is of course free of charge.

We apologize for any inconvenience this may cause. Please don’t hesitate to contact us if you
have any questions.

Best regards.

Alice Klutz
Credit Card Department

Task 6

Dear Ms. Jones,

I am writing with regards to your order number OR2015/37 of May 13. I regret to inform you
that the products you ordered, the Panasonic rice cooker (PA908) and blender (PA844), are out
of stock and will no longer be produced.

Please accept our apologies and feel free to browse our online catalog for replacements. I am
delighted to tell you that you will receive a 10% discount on your next order.

Please feel free to contact us if you have any questions.

Yours sincerely.

Theodore Klutz
Customer Relations, [Link]

Task 7

Dear Mr. Burns,

I am delighted to inform you that you have been promoted to assistant marketing manager.
This promotion will take effect immediately.

If you have any questions, please contact your department head for more details,

Best regards.

Amelia Klutz
Vice-president of Marketing Operations
Klutz Inc.

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Task 8

Dear Ms. Hanshaw,

We are writing to let you know about the new prices of our products starting next month.
Unfortunately, we will have to increase all our prices by 2% due to an increase of fuel and labor
costs.

However, I am pleased to tell you that all orders placed before the end of the month will be
filled at old prices.

Best wishes.

Janie Klutz
Sales Representative

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