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Avoid using Bcc, because it can be perceived as unprofessional and dishonest
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Chapter I: Email
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Copyright © 2012 The Nielsen Company. Confidential and proprietary.
Chapter I: Email
1. How to write a business email
The Opening
• – English emails Use first names only if you know the recipient personally or if you have met, otherwise use “Mr.” and “Mrs.” for formal emails
How to use the Follow-up function? – – – Avoid using it Make sure your email is really more important than usual If you are going to use a flag, you should specify a due date
Chapter I: Email
1. How to write a business email
Language
Good example
“Dear Amy, I would like to thank you for your time and for inviting us over to your board meeting last Monday. It has been a great opportunity for us to learn and understand more about your company. During our next meeting, we would like to focus on some of your high priority issues, and go through some cross category data at that time, together with the latest consumer trends. Please feel free to let us know if there are any specific topics you would like us to cover. Best regards, Jenny”
It is always a good idea to include our Company name in the Subject line for client emails!
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Bad example “Urgent” “?????” “(No subject)” “Hi” “请帮助” / “HELP” “请帮我们做个XXX的调研，怎么样” “Meeting” “nielsen study available” “Our presentation deck”
4. Before you SEND…
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Copyright © 2012 The Nielsen Company. Confidential and proprietary.
Chapter I: Email
1. How to use emails
To, Cc and Bcc
– To: Avoid emailing to too many people (the more people on the email list, the less important it feels)
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Copyright © 2012 The Nielsen Company. Confidential and proprietary.
Chapter I: Email
1. How to write a business email
The Subject line
Good example “An Introduction to The Nielsen Company” “Nielsen Market Information 2012.03.09” “尼尔森：3月6日中国消费增长论坛邀 请函” “Client Service 101 Feb 28 Meeting” “Acquisitions meeting agenda” “Missing subscription documents” “Welcome Jelly Wang's on board” “Next year’s Nielsen service plan” “A公司市调报价” “Nielsen 2013 Service Plan Discussion”
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Copyright © 2012 The Nielsen Company. Confidential and proprietary.
Chapter I: Email
1. How to use emails
Urgent and really urgent? – Think twice before calling your email urgent (if everything is urgent, then nothing is)
Client Service 101 Daily Guide
Version 1.1
u v w
Chapter I: Email Chapter II: Call Chapter III: Meetings
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Copyright © 2012 The Nielsen Company. Confidential and proprietary.
1. How to use emails
To, Cc and Bcc
Bad example
To: Nielsen all; China all From: Amy Lee Subject: Farewell letter Avoid using Nielsen groups
“Dear friends, colleagues and Nielsen associates, It is time for me to inform you of my departure from Department A team and from the Nielsen family in China. But as they say, all new beginning starts with an end! My last day is on January, the 10th. It has been such a joy to work with our colleagues in U.S. and China offices in the past four years. It has especially been a heartwarming experience to have come back to China, my heritage country, and gotten to know so many of you as friends! Feel free to reach me at amy.lee@ or +86 128 XXXXXXXX. Best!”
Keep paragraphs short and distinct
Use Autocorrect
Avoid using Nielsen terminology (“RMS”, “CR”…) in client emails !
Use Bold or Underline to highlight key points and instructions!
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Copyright © 2012 The Nielsen Company. Confidential and proprietary.
Chapter I: Email
1. How to use emails
Font, Size and Color
– – – – – – Font For English emails, use Arial and Times Roman For Chinese emails, use Song Ti (宋体) Size For English emails, use 10 to 12 point For Chinese emails, use (五号) Color Use black as standard color Other specific colors can be used to highlight key points only
• –
Chinese emails Always use the Title of the recipient after his/her family name (“吴总”， “李经理”)
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Copyright © 2012 The Nielsen Company. Confidential and proprietary.
Email
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Copyright © 2012 The Nielsen Company. Confidential and proprietary.
Content
1. How to use emails
• To, Cc and Bcc • How to use Email security • How to use Urgent and Follow-up flag