Email Framework
What is a framework? (in general)
The framework is the visual guideline you will use during an email interaction. The framework includes a step-by-step flow of the process.
What are the options for determining your response?
1. You will need to clarify the email because the information is unclear or incomplete.
2. You will respond with a template, a standard response template because the answer is clear and fits a common request.
3. You will need to personalize the template. You will use a template, but you will use additional information to make it more personal for the customer. You may want to use this information of the email as emotionally charged, but address it as a common concern.
4. You will create a free-form response.
What is the difference between Cc and Bcc?
Cc - carbon copy
Bcc - blind carbon copy
What are the "typography signs"?
Pound/Number sign (#)
At sign (@)
Ampersand (&)
Asterisk (*)
Backslash (\)
Describe the email framework (components).
INTERPRETING
DETERMINING THE RESPONSE ACTION
OPENING
AFFIRMING or EMPATHY STATEMENT
RESPOND
CONCLUDE the email
CHECKING CONTENT, GRAMMAR, SPELLING
SEND
Give an example of affirming statements
I am happy to do this, I am pleased to share, We are glad to know.
Why should we be careful with the function "Reply"?
We can hit "Reply All"
What is the role of White spaces?
Easy to read (go easy on the eye)
What does interpretation mean?
Reading carefully and interpreting (analyzing) what the customer meant.
How to express Human Touch?
Issue+ Emotion
What do you know about "Forward"?
Nothing that goes online is confidential.
What is the role of commas?
Separate phrases, words, or clauses in lists
Enclosing Details
Tag questions
Interjections
Dependant and Independent clause
To introduce or interrupt direct quotations
How can we analyze the tone?
- punctuation
- style and language
- analyzing their emotions
- analyzing time references
Why do we use Rhetorical questions?
e.g. to uncover and anticipate our customer's needs.
What is the difference between To and Cc?
To - main receiver
Cc - just to inform
What types of "a period" do you know?
In emails → dot
In numbers → point
In sentences → period (Am)
FULL STOP - British
What does "unique" concern mean?
Emotions (either negative or positive)
What is the importance of the conclusion?
Encourage the customer to contact the company again
Is there any limits to the number of recipients you can include in the TO field?
If there are 10 or even 20 people for whom the email is directly relevant, you should include all of them in the TO field.
Where is the backslash used?
In the IT sphere