EDU Egypt Program - Message Clarity Participant's Guide

EDU
Egypt Program Message Clarity

Participant's Guide
Information Technology Industry Development Agency Information Technology Institute
Table of Contents
Introduction: ................................................................................................................................................ 3
Objectives: ................................................................................................................................................... 3
WIIFM: ........................................................................................................................................................ 3
Punctuation .................................................................................................................................................. 4
1.1 Capitals .............................................................................................................................................. 5
1.2 Apostrophe ......................................................................................................................................... 6
1.3 Full Stop, Question Mark, and Exclamation Mark ............................................................................ 6
1.3.1 Full stop ...................................................................................................................................... 6
1.3.2 Question Mark ............................................................................................................................ 7
1.3.3 Exclamation Mark ....................................................................................................................... 7
1.4 Quotation Marks ................................................................................................................................ 8
1.5 Colon ................................................................................................................................................. 9
1.6 Comma ............................................................................................................................................. 10
1.7 Semicolon .................................................................................................................................... 11
Email Writing ............................................................................................................................................ 12
2.1 Example of a Business Email: ............................................................................................................. 13
2.2 Structure of an Email ........................................................................................................................... 14
2.3 Email Structure: ............................................................................................................................... 15
2.3.1 Your Mail Recipients to, cc, bcc: ........................................................................................... 16
2.3.2 Subject Grab Their Attention! ................................................................................................ 17
2.3.3 Greeting: ................................................................................................................................... 18
2.3.4 Opening: ................................................................................................................................... 19
2.3.5 Lead-ins: ................................................................................................................................... 19
2.3.6 Body of the Email: .................................................................................................................... 21
2.3.7 Closing Statement: .................................................................................................................... 22
2.3.8 Signature: .................................................................................................................................. 23
Characteristics of High-Impact Emails .................................................................................................. 24
E-mail Do's and Donts .............................................................................................................................. 30
Final Tips ............................................................................................................................................... 31
2 Message Clarity Participant's Guide | EDU Egypt Program

Introduction:
The Message Clarity module is specially tailored to the needs of the BPO industry as your
language skills, youre percussive, professional, and courtesy communication skills are the key
requirements to work in this field.
Communication in BPO field is not limited to voice communication only but simultaneously as
an agent, you are sometimes required to reply to emails of customers inquires, solve problems,
provide information, or propose a product promotions. Also, you are required to communicate in
writing with your team leader, manager and coworkers. Thus, emails are playing a crucial role as
a mean of communication in BPO world. You will be learning about effective writing skills,
emails, special tips and helpful notes on what is necessary and professional when delivering a
written message.
Objectives:
Identify different types of punctuation marks and practice the usage of each mark
Discuss e-mail components
Explain how to plan before writing
Recognize e-mail etiquette and guidelines
Practice E-mail writing
WIIFM:
This module will help you:
Develop your business writing skills
Be able to respond effectively to written correspondences in the work place

Punctuation

1.1 Capitals
Capitals are used:

At the beginning of a sentence
The sun is now behind the clouds.
With proper nouns

I met Matilda yesterday.
For words that denote a title

The Seven Habits of Highly Effective People
With adjectives that are formed from proper nouns

Her favorite gift was the Japanese fan.
With names of organizations and institutions

He started the Heather View Medical Association in 1986.
With days of the week, months of the year and names of holidays
Every Thursday in July will be commemorated as Womens Day.

1.2 Apostrophe
They are used in nouns to show possession

v This is Angelas book. That is the guests juice.
v Everyones book is missing.
It is used to indicate the omission of a word, letter, or numerals

v Theyd like to come.
v The accident happened in77.
v Its your book.
1.3 Full Stop, Question Mark, and Exclamation Mark

1.3.1 Full stop
The full stop is one of the simplest punctuation marks to use. It is used:
To indicate the end of a sentence
v The rays of the morning sun are good for health.
v We just returned from the concert.
To indicate an abbreviation
Inc. - Ltd. - Misc. - No.
At the end of formal titles

Mr. - Mrs. - Ms. - Dr.
Do not use a full stop
After a heading or title

30 Leadership Secrets Managing Change

For organizational names that are abbreviated

FBI, FDA, IBM
At the end of brief bullet point
1.3.2 Question Mark
A question mark is used at the end of an interrogative sentence.

At the end of a direct question
Where is the office located?
At the end of a statement that has a question tag

This is not the way it is to be done, is it?
1.3.3 Exclamation Mark
It is used after all exclamatory sentences- sentences that express surprise, emotion or
deep feeling
Peace treaty violated
It is used after an interjection or a word used as an interjection. At times, the sentence

following the interjection may be exclamatory
Hurry! The train will move in three minutes!
It is used after statements which are commands or which imply need for immediate
action
Return the book today! Dont delay!

It is used after an interrogative sentence that is exclamatory in form or intended to be

exclamatory
But can she be trusted?!
It is sometimes used to add emphasis

Realize what this means!
1.4 Quotation Marks
Normally, used to enclose a direct quotation Tip

Remember to capitalize the first word of a direct
When quotation marks are used along with
quotation. other punctuation marks, remember that the
The inspector said, Well, your case is not period and comma are always placed before
hopeless. ending quotation marks e.g. They are not

here, he said.
They are also used to enclose the titles of magazine

articles, chapters of books, titles of poems etc.
The Solitary Reaper is one of my favorite poems.
.
They are used to set off words, phrases or sentences within a sentence
The word separate is frequently mispronounced.
They are used to set off slang words or expressions

She said that the office party was held at a hip joint.

1.5 Colon
A colon is used for material that follows as a list

Your performance will be judged by some parameters: attendance, punctuality, grades.
After a salutation in a business letter (in the US format)

Dear Mr. Patton:
Between a title and subtitle

GE Capital: The Growth Engine
Between the hour and minutes of a time reference

10:45 AM
After appositives
There is only one choice: winning the cup.
Do not use a colon
After verb "To be" unless you put the following or as follows
I want you to be: quiet, fresh, and focused.
I want you to be quiet, fresh and focused.
The recommendations are as follows: do your homework as soon as you get back
home, read the posts on the school announcements board every day, and consult your
school teacher if you have any problems with any of the subjects.
After a preposition
After a long day at work, I look forward to: enjoying a quiet dinner at home, playing
with my children, and watching a little TV.

After a long day at work, I look forward to enjoying a quiet dinner at home, playing
with my children, and watching a little TV.
1.6 Comma
1.6.1 Coordinator Comma
Separate a series of words, phrases, or clauses in a list
v Her breakfast usually includes bread, butter and jam.
v To celebrate her promotion, we went out for dinner, watched a movie, and then
went dancing.
Link independent clauses with coordinating conjunctions

v She has a good job, yet she is always complaining.
v They were tired, but they continued working hard.
1.6.2 Inserter Comma

Two commas are used to set off an appositive i.e. a word or group of words that are not
really essential to the meaning of the subject they modify. They can be removed and the
meaning will still be complete
v The manager, who was 35 years old, was asked to give evidence for the case. Tip
v My uncle, however, refuses to visit them.
v My aunt, his wife, decided to come.
Brackets are used like the comma in inserting
v The kids, enjoying playing in the garden,
extra information in a sentence e.g. Helen (my
refused to have lunch.
sisters roommate at college) is coming to
visit us.
1.6.3 Introducer Comma

Used for introductory parts which precede the main/independent clause in a sentence
v While I was at work, the workmen came to the house and cleaned it.
v Because I have a chronic cough, my doctor told me to change my career.
v Therefore, I decided to quit.
v Luckily, they found the key.

v After a long argument, she admitted she was wrong.

v Come here, he said, and enjoy living in the countryside.
1.6.4 Tag Comma

Used to add elements at the end of the sentences e.g. tag questions and transition words
v They came yesterday, didnt they?
v He likes his old friends more, however.
v We can solve the problem by getting you another chair, for example.
v He usually shows up in the early morning, drinking his coffee as usual.
v Lets go, Tiara.
1.7 Semicolon
A semi-colon is used between two independent clauses that are related or

closely connected. It is usually used in a place where one could use a full stop
but chooses to use a semicolon instead
A semi-colon shows a close relationship between the two independent clauses. It
is used
v When the conjunction is omitted
The stationery has been ordered; it will arrive on Saturday.
v When conjunctive adverbs are used to join two sentences

The match will be played in the morning; however, the rules will remain the
same.
v To separate items that have commas in them and are in a series
Our new offices will come up in Arcadia, Los Angeles; Jacksonville, Florida;
and Denver, Colorado.

Email Writing

2.1 Example of a Business Email:

Dear Mr. Watson,
This is to inform you that the interest on your home loan (Ref: XXXXX) has
been increased by 2% per year, starting from 1st July 2012. The changes
have been made in response to the ongoing mortgage crisis.
A mail communicating the same has been dispatched. For any query or for
further information, please feel free to contact us on any of our toll free
numbers mentioned below.
Toll Free (US dialing): XXXXXXXXXXXXX
Toll Free (International dialing): XXXXXXXX
Thank you,
Regional Manager, Home loans

2.2 Structure of an Email
Determine your purpose and response:
Having a clear purpose helps you identify what information you want to share with the
reader and what you want the reader to learn from your message. When developing the
purpose of a message, consider its content, organization, style, tone, and format. To develop
a clear purpose, consider what the reader already knows about the subject. The purpose of
your message should cover only new or additional information.
It is of great importance to determine and state the proper response that you expect from the
reader once they receive your message (send you a report solve a problem give you a
raise etc.).
Analyze the reader:
Knowing your readers, their attitudes, and the type of information they need helps you write
messages they can understand. Analysing your readers also enables you to address any
skepticism, reluctance to change, or concerns they might have about the information.
You should always provide readers with information that is important to them. When writing
to a large group, you should focus on a common interest. Finding some common ground
before approaching a subject enables you to avoid alienating any of your readers.
By anticipating your readers probable reaction, you can address any doubts, fears, or
uncertainties they might have about your purpose. This increases the probability that they
will accept your message.
Evaluating your readers knowledge of a subject will help you determine the type and
amount of information you need to include in a message.
Readers want to know why and how the information you are sending is valuable to them. If
you do not state how your readers can use the information, they might disregard your
message.

Write your first draft:
You cannot write and edit at the same time. As these are two different brain processes, they
will be fighting each other and only one will win.
2.3 Email Structure:

There are eight important parts in a standard business mail:
1. Address Fields to / cc / bcc

2. Subject
3. Greeting
4. Opening
5. Lead-ins
6. Body/ Content
7. Closing Statement
8. Signature
Sample of a Standard Email:

2.3.1 Your Mail Recipients to, cc, bcc:
First Party - To: The addresses in the 'To' are for the people you are directly addressing.
Second Party Cc: "Cc" is short for "carbon copy". The addresses in the 'Cc' are for the
people you are indirectly addressing. The recipients in the cc field are usually not expected to
undertake any action, the message is sent to them for their own information only.
Note! When you send a message to more than one address using the Cc: field, both the
original recipient and all the recipients of the carbon copies see the To: and Cc: fields
including all the addresses in them.
Third Party Bcc: The long version of "Bcc" is "blind carbon copy". The Bcc: field helps
you deal with the problems created by Cc. As it is the case with Cc, a copy of the message goes
to every single email address appearing in the Bcc: field.
The difference is that neither the Bcc: field itself nor the email addresses in it appear in any of
the copies (and not in the message sent to the person in the To: field either).

The only recipient address that will be visible to all recipients is the one in the To: field. So, to
keep maximum anonymity you can put your own address in the To: field and use Bcc:
exclusively to address your message.
Note! Addressing more than four recipients at one time is not advisable.
2.3.2 Subject Grab Their Attention!
This is the area where most of us could do better. Many of your correspondents are
faced with large numbers of emails when they check their inboxes.
You need to make your message stand out and make it easy for the person to
decide when to read your message. A good subject line also makes it easier to
locate your message later.
When writing your subject -line consider:
It is the headline (think newspaper); it is arguably the most important line you write in an
email
You ensure your email is opened by using a good choice of wording in the subject line
Choose words that are meaningful, clear, concise, descriptive, and convey interest
Summarize the message, allow the reader to see at a glance what the message is regarding
Make it easy for recipients to track your email and find it later
Restrict yourself to one subject per message
Avoid important or urgent; readers usually ignore such overused signals. Instead,
provide enough description so that the reader understands the urgency of the message

Examples of Subject:
Subject: Change of Plans

Subject: Marketing Meeting Rescheduled
2.3.3 Greeting:
Whenever we meet someone or pick up the phone, do not we say

hello or hi? It is this elementary courtesy that must be extended even
while communicating via email. Hence, we must ensure that we begin
any such communication with a greeting or salutation.
Greeting: Why?
Develops rapport and connection

Creates a more professional impression
Salutations in Mails and Emails:
Dear Reader, - Dear Ms. Reader, - Dear Mr. and Mrs. Reader, - Dear Sir or Madam, - Hi,
Reader,
Rules for Business Mails:
The standard way to open a business mail is with Dear, the person's name (with or
without a title), and a colon, like this:
Dear Louise: - Dear Ms. Chu: - Dear Mr. and Dr. Paige: - Dear Professor Amato: -
Dear Patrick:
Note! If you do not know the reader well or if the mail or the relationship is formal, use a
title and a last name (Dear Ms. Browne). Otherwise, use the first name (Dear Gila).
Unless you are certain that a woman prefers Miss or Mrs., use the title Ms.
If you are writing to two people, use both names in your salutation, like this:
Dear Mr. Trujillo and Ms. Donne: - Dear Alex and Drenda:

If you do not know a person's gender, use the full name rather than a title:
Dear Dana Simms: - Dear T.K. Spinazola:
If you are writing to a company rather than any specific individual, use the company
name:
Dear Syntax Training: (This is considered slightly informal.)
Not! Write a salutation for each new subject email.
2.3.4 Opening:
Opening statements may be used to establish rapport.
Examples:
Trust you are having a nice day.

Thank you for your response.
"I am writing in response to the case opened in relation to (person).
Note! Rapport building statements may be inappropriate in some situations.
2.3.5 Lead-ins:
Use the lead in similar to a subject line to save readers valuable time. Help your readers ascertain
the message without reading the entire email. They can easily skim through to find supporting
details that pertain to them.
For example, an interoffice memorandum may begin, Our fourth-quarter sales have increased
by 55 percent over the previous year. Follow this statement with ancillary data, such as how the
feat was achieved, who is responsible for the success or how this will positively affect the firm.
Examples:
To respond to a mail of complaint

Thank you for writing to us about your experience in our copy center last week.

To say thank you

Thank you so much for contributing the one-year corporate club membership to our
auction.
To confirm an agreement
I am happy to write to confirm our agreement about the summer workshop.
To provide a reference
Sallie Dell has asked me to provide information to you in support of her job application,
and I am pleased to do so.
To share information
I received some important information from Dr. Owens, and I believe it will be useful to
you as you analyze the marketing data.
To explain a change in policy

Because we value our relationship with you, I wanted to personally explain a new
policy we will implement in February.
To request
I am applying for graduate schools in marine biology, and I would be very grateful if
you would write a mail of reference for me.
To deny a request
Thank you for writing to ask about attending the conference in Baltimore. I wish I could
approve your request.
To respond to a job advertisement
I fully meet or exceed the requirements of the Business Analyst III position, and I am
pleased to apply for it.
To report on a site visit

Suzanne Villareal and Dale Cunningham visited the site on January 12, and they were

very impressed with your safety program and hazardous materials policies. This Mail
covers their observations.
To apologize
Please accept my apology for missing the meeting yesterday. I am very sorry that I was
unable to attend.
To congratulate
Congratulations on successfully passing your bar exam. You are now officially an
attorney!
The previous lead-in sentences have three things in common
They get to the point. Each one answers the reader's question "What is this about?"
Captures the readers attention and motivates them to read on
They are concise
They contain positive language: thank you, please, contributing, happy, pleased,
congratulations, grateful, successfully, impressed, etc.
2.3.6 Body of the Email:
The purpose of your email text, or body, is to convey a message to your addressees as quickly
and clearly as possible.
Emails should not be heavily worded as far as possible. On the other hand, if the quantity of
information is huge, we should arrange the information in a simple and comprehensible manner.
Bullets and Numbering:
Organizing the main points of discussion by numbering/bulleting makes it possible for the writer
to compress long sentences and paragraphs into four or five bullet points.
Table of Contents:

The writer (of a long email) does the reader a great favor by providing a table or a list which
includes all the points that are further written about in your email. Just like the summary, the
table of contents should be provided at the onset of the message.
Characteristics of High-Impact Emails:
Simple and concise

Short and to the point
Organized content
Appropriate words and Sentence construction
Effective language
2.3.7 Closing Statement:
The closing should continue the "line" of your e-mail and add a little flourish of feeling to wrap
everything up. You can conclude your email in the closing statement or close up with a call of
action.
Example:
Looking forward to ...

Thank you for ...
Please contact me if you ...
Four Professional Ways to Close an E-Mail:
Looking forward to ... I like this closing because it helps me reiterate the point of my e-
mail. If I have just e-mailed to invite someone to attend a course, I might close with
looking forward to seeing you at the September 22 web writing course. If I am e-mailing
to request information, I might close with looking forward to receiving your price list.
Thank you for ... I really like this closing when my e-mail is a request. If I have asked
someone to propose dates for a meeting, I'll close with thank you for letting me know
when you're available. Even if the reader has not completed the requested action yet, the
thank you closing puts us all on the right track.

Please contact me if you ... Many people use this closing in a generic formplease
contact me if you have any questionsbut if I use it, I make it very specific: please
contact me to discuss training plans for next year or please contact me so we can review
the draft you sent.
Sincerely, All the best, Regards ... Any one of these closings is fine. Do not obsess about
which closing to use. The most important thing to remember is that the e-mail closing
offers you the opportunity to remind your readers about the purpose of the e-mail and
leave them with a good feeling about you and your e-mail topic.
What's your opinion? Which e-mail closing do you use? Why?
2.3.8 Signature:
Complimentary closing:
Those are the phrases that come before the signature in an email.
Example:
Very truly yours,

Respectfully,
Sincerely yours,
Sincerely,
Best regards,
Regards,
Signature:
There are many ways you can format your email signature, and while one may not be perfect in
all situations, there are some universal guidelines that can help you create a signature that is
professional, easy to digest and informative.

Make Sure to Include

Your name
Your company and position
How to get in touch with you
Email Signature Tips:
1. Keep it as short as you can while providing all of the information you deem most important
(four lines is the accepted standard).
2. Remember that simple plain text is best; skip colors, special fonts and graphics.
3. Avoid including multiple phone numbers and email addresses. Pick your contact preference
and get rid of the rest.
4. Skip your mailing address.
5. Include links to your most important social media profiles, only if they are appropriate.
6. Reconsider including a quote; you never know when you might offend someone or give the
wrong impression.
Characteristics of High-Impact Emails
Brief and Concise:
Messages should be concise and to the point. Think of it as a telephone

conversation, except you are typing instead of speaking. Nobody has ever
won a Pulitzer Prize for a telephone conversation nor will they win one for
an e-mail message.
It is also important to remember that some people receive hundreds of e-mail messages a day
(yes, there are such people), so the last thing they want to see is a message from someone who
thinks he/she is the next Dickens.

The shorter the sentence, the easier it is to understand. An email can read well if short sentences
follow long sentences, and vice versa.
Example:
Dear Personnel Director: Dear Personnel Director:
On April 12, I received a Would you verify the
phone call from Ms. Sara employment of Ms. Sara
Jacob from Mumbai, who Get to the Point Jacob? She was a data entry
was once a data entry clerk clerk in your Mumbai
in your Bangalore office. office. (fill in the details)
She was under the direct
supervision of.....
Simplicity and Clarity:
Do not feel compelled to use bigger words or more complex sentences. Emails may undergo a lot
of back and forth without reaching anywhere if the responses are not clear.
Example:
Subsequent to the passage of After the law passes, you

the subject legislation, it is Keep it simple must tell your people to
incumbent upon you to advise comply with it.
your organization to comply
with it.
Organization of Content:
The order in which information is presented:
Group similar information together

Keep paragraphs short
One paragraph for one central idea
Develop the central idea with concrete facts and evidence
Keep it focused and readable

Use short sentences and active voice

Use headlines, bullets, and numbers
Tone of Message:
Tone in writing refers to the writers attitude toward the reader and the subject of the message.
The overall tone of a written message affects the reader just as ones tone of voice affects the
listener in everyday exchanges.
A business writer should consider the tone of their message, whether they are writing a memo,
letter, report, email, or any type of business document.
Write in a positive tone: Example when you complete the report instead of if you
complete the report
Avoid negative words that begin with un, non, ex or that end with less (useless,
non-existent, ex-employee, undecided)
Powerful words to remember to use: please and thank you
Stress the benefits for the reader
Remember:
It is easy to change your tone when you are speaking. When you are writing, it is very hard to do
the same.
How can I make sure my messages have the appropriate tone?
Use the following questions to determine the appropriate tone for your message:
Why am I writing this email?

Who am I writing to and what do I want them to understand?
What kind of tone should I use?
Example 1: (poorly written email)

To: Female employees
From: H. Honcho
Subject: Dress code
Clients will be visiting next week. Halter tops and jeans will not make the right
impression. Its time you started dressing for the office instead of the beach. Leave your
flip-flops at home!
Example 2: (well-written email)
To: All staff
From: H. Honcho
Subject: Reminder about what to wear to work
Date: 1 July 2012
During the summer, our dress code is business casual. We think business casual means
clothes that feel comfortable and look professional.
Men Women
khaki pants casual pants and skirts
leather shoes leather or fabric shoes
Proofreading:
Sending an e-mail without proofreading is like shooting a gun without

aiming! Do not forget the rules of grammar and punctuation.
Re-read your email aloud, reading every word. Doing so will

help you find errors as well as sentences that do not make
perfect sense
Be sure to read the entire message before responding

Before hitting the send button, check the "To" line and your greeting
Run a spell check when you complete your message
Check for punctuation, spelling and grammatical errors
Tips:
To keep such errors to a minimum, we must try and refrain from creating long
sentences
Use easy to read, plain text
Using all caps or all bold mails is considered yelling
Attachments:
When you send an attachment, tell your respondent what the name of the file is, what
program it is saved in, and the version of the program
Example: This file is in MSWord 2000 under the name Lab File.
Zip attached files to reduce file size
Timely responses:
Treat people as you would like to be treated.
We should understand that procrastination always manages to handicap effective communication.

Especially in the BPO industry, where operations run 24/7, if issues are not resolved or
communicated in a timely manner, huge losses could be incurred.
Apart from affecting the smooth running of business, not responding to mails on time is rude and
a proof of ones indifferent, lax or even callous attitude. At the end of the day, we work with
humans and not machines. We must acknowledge the senders message immediately and if
responding at that point in time is not possible, we should let the other person know that we
would send the response a little later.

How good is a phone call when you answer it after the phone stops ringing??
Before hitting the send button
Address only those people who need to be addressed; Reply all should be used
carefully
Remember to keep a safe 60 80 character length of your sentences
Run a spell check
Reread the entire mail and check your message for grammatical or logic errors

E-mail Do's and Donts

Dos Donts
Check to see what your Make changes to someone else's
organisation's email policy is. message.
Try to think about the message Broadcast email messages
content before you send it out. unnecessarily.
Make sure that the content is Use underlining for emphasis.
relevant to the recipients. Nobody
likes to receive junk email.
Remember to delete anything that Use smiles, winks ;) and other
is not needed or is trivial. graphical symbols.
Read your mail out loud to ensure Overuse the facility of adding the
that the tone is that which you level of importance to an email.
desire.
Ensure that you have a relevant Keep mail on your server longer
subject line. than necessary, especially large
attachments.
Be patient, especially with Use excessive exclamation and
inexperienced email users. question marks.
Understand that languages such as Conduct arguments in public, for
English differ in spelling between example on a mailing list.
different countries.
Specify who should respond. Reply to spam.
Determine file size and ask first Use email to discuss confidential
when the best time to send information.
attachments would be before hitting
the send button.

Avoid large attachments.

Remember to tell people the format
of any attachments you send if they
are anything other than basic
Microsoft Office file types.
Respond promptly.
Use a font that has a professional or
neutral look.
Final Tips
Be specific Direct language helps avoid potential misunderstanding

Remain focused Concentrate on one point at a time and give only the information the
reader needs
Relate obscure ideas to known facts Help the reader understand your message by
relating unfamiliar ideas to familiar ones
Emphasise your main points - Use words, styles, and formatting to focus the readers
attention on the main points of your message
Allow enough time Give yourself plenty of time to fully develop the ideas you want to
relay

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EDU

Egypt Program Message Clarity

2 Message Clarity Participant's Guide | EDU Egypt Program

Develop your business writing skills

Be able to respond effectively to written correspondences in the work place

3 Message Clarity Participant's Guide | EDU Egypt Program

4 Message Clarity Participant's Guide | EDU Egypt Program

Capitals are used:

With proper nouns

For words that denote a title

With adjectives that are formed from proper nouns

With names of organizations and institutions

5 Message Clarity Participant's Guide | EDU Egypt Program

They are used in nouns to show possession

It is used to indicate the omission of a word, letter, or numerals

1.3 Full Stop, Question Mark, and Exclamation Mark

At the end of formal titles

Do not use a full stop

After a heading or title

6 Message Clarity Participant's Guide | EDU Egypt Program

For organizational names that are abbreviated

At the end of brief bullet point

1.3.2 Question Mark

A question mark is used at the end of an interrogative sentence.

At the end of a statement that has a question tag

1.3.3 Exclamation Mark

It is used after an interjection or a word used as an interjection. At times, the sentence

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It is used after an interrogative sentence that is exclamatory in form or intended to be

It is sometimes used to add emphasis

1.4 Quotation Marks

Normally, used to enclose a direct quotation Tip

hopeless. ending quotation marks e.g. They are not

They are also used to enclose the titles of magazine

They are used to set off slang words or expressions

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A colon is used for material that follows as a list

After a salutation in a business letter (in the US format)

Between a title and subtitle

Between the hour and minutes of a time reference

Do not use a colon

Link independent clauses with coordinating conjunctions

1.6.2 Inserter Comma

1.6.3 Introducer Comma

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v After a long argument, she admitted she was wrong.

1.6.4 Tag Comma

A semi-colon is used between two independent clauses that are related or

v When conjunctive adverbs are used to join two sentences

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2.1 Example of a Business Email:

Toll Free (US dialing): XXXXXXXXXXXXX

Toll Free (International dialing): XXXXXXXX

Regional Manager, Home loans

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2.2 Structure of an Email

Determine your purpose and response:

Analyze the reader:

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Write your first draft:

2.3 Email Structure: