WE ALL INTERACT WITH THE PRINTED WORD AS THOUGH IT HAS A PERSONALITY AND THAT PERSONALITY MAKES POSITIVE AND NEGATIVE IMPRESSIONS UPON US.

WITHOUT IMMEDIATE FEEDBACK YOUR DOCUMENT CAN EASILY BE MISINTERPRETED BY YOUR READER, SO IT IS CRUCIAL THAT YOU FOLLOW THE BASIC RULES OF ETIQUETTE TO CONSTRUCT AN APPROPRIATE TONE.

ؼش ب س زفبػ دائب غ اـ اىزة وب ا ؽخق١ ز اغبد رج

ئيجبػبد ا٠دبث١ أ عج١

ا ذسن ثذ سدد أفؼبي فس٠ ٠ى ئعبءح ف اـ اىزة زه ثبد ػ١ب

ا١خ لاػذ اىزبث ارجبع االعة ابعت

General format ازق١

Writing long messages

اشعبئ اي٠

Attachments افبد

اسم

The curse of surprises

افبخئبد

Delivering information رف١

اؼ

Delivering bad news االخجبس اغ١ئ

Electronic Mailing Lists

امائ اجش٠ذ٠

Write a salutation for each new subject email.

Try to keep the email brief (one screen length)

Check for punctuation, spelling, and grammatical errors

اوزت رس١ ى ػا خذ٠ذ

زبي ا ٠ى سعبزه خض

ساخغ ػالبد ازشل١ ادبءاماػذ

Use caps when appropriate.

Format your email for plain text rather than HTML.

Use a font that has a professional or neutral look.

اعزؼ اسشف اىج١ش ػذ

اسبخ

اخؼ اخو ػبد

زد اخو ىج١ؼ بعت

شؤ٠

Try to keep your line length at 80 characters or less.

If your message is likely to be forwarded, keep it to 60 characters or less.

زشف ا ال 80زبي ا ٠ى ىي اخو

وبذ اشعب عف ٠ؼبد اسعبب زبي ا ٠ى اخو ال

زشف 60

When you are writing directions or want to emphasize important points, number your directions or bullet your main points.

ػذب رزبي اردببد ا رش٠ذ ازبو١ذ ػ

مبه ؼ١ مؼب ف فسح اسلب

For example,

1) Place the paper in drawer A.

2) Click the green “start” button.

A مغ اسل ف اىب 1.

امغو ػ صس االخنش زؾغ2١.

Another example,

• Improve customer satisfaction.

• Empower employees.

رسغ١ سمب اؼالء•

رى١ اظف١•

• Write in a positive tone

“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).

• ػذب رى اوزت ثيش٠م ا٠دبث١ ثال

ئرا اوذ ازمش٠شثذال ازمش٠ش

• ردت اىبد اغج١ از رجذأ ة

Un ,non ,

• Use smiles , winks ;), and other graphical symbols only when appropriate.

• Use contractions to add a friendly tone.

(don’t, won’t, can’t).

اعزخذا اشص فمو ػذ اسبخ

اؼجبساد ازب١ زؼجش ػ د ثب

ع اد

(don’t, won’t, can’t).Remind , that tone is dependent on audience -- an email to a co-worker

might have a substantially different tone than email to a boss

جزمش ا اىشساى ىزو ىل ن بيج خحيف بنثش ع ذشك ف اىعو

Avoid sending emails to more than four addresses at once.

Instead, create a mailing list so that readers do not have to scroll too much before getting to the actual message.

افضم مه كحابة انعىايه كها عىد االرسال يجب عهيك اوشاء : انشزح

,مجممعات جسم عهيك اخحيار انمسحقبهن

When you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program.

“This file is in MSWord 2000 under the name “Lab File.”

ػذ اسعبي ف ٠دت رؼ١١ اع اف اجشبح از زفظ ػ١ وب ف اثبي

due to viruses that spread via e-mail attachments, it’s important

that the recipient know that the sender meant for an attachment to

be included with the message, and what kind of attachment it is,

since opening unknown attachments could cause serious damage

to the recipient’s system and spread viruses further. Always check

any attachments you are going to send for viruses, and never open

unknown attachments!

جذا ا جعشف اس اىيف اىشسو , بسبب احشاس اىفشسات غاىبا عبش اىيفات اىيذق

,عذ فحخ ا يفات غش عية اىصذس ا اى ال رىل قذ سبب ضشس باىغ

دائا ادشص عي شاجع اىيفات اىفشسات قبو االسساه

Avoid discussing private concerns and issues.

Change the subject heading to match the content of your message.

When conflict arises on the list speak in person with the one with whom you are in conflict.

ردت ابلؾبد امنب٠ب اؾخق١

٠ىه رغ١١ش اؼا ١زبعت غ سعبزه

ارا ؾب مبػ زبد ث١ه لبئخ ازق اخزبس ازذ امبئ زسذس ؼ

Create an “elevator” summary.

Provide a table of contents on the first screen of your email.

If you require a response from the reader then be sure to request that response in the first paragraph of your email.

Create headings for each major section.

اؾبء خـ شعب

اػو خذال سز ف اي ففس ١

اسدد سدا شعب اروش ره ف اد اال ١

اخزبس ػاب ى فشع افشع اشئ١غ١

Elevator An elevator summary

should have all the main components of the email.

“Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following areas…”

زا اخـ ٠دت ا ٠سز ػ و امبه اشئ١غ١ ف ا١

بؼ اشثر لذ ل ف افزش اغبثم ػ :ثبيزه الزشذ رؼذ٠ ا١ضا١ ف % 5

ادبالد االر١

Table Table of contents

“This email contains

A. Budget projections for the last quarter

B. Actual performance for the last quarter

C. Adjustment proposal

D. Projected profitability”

ز ا١ ٠سز ػ

١ضا١خ اشثغ االخ١شأ-

االداء افؼة-

ازؼذ٠ امزشذد-

اشثس١ ازلؼس-

Deliver the news up front.

Avoid blaming statements.

Avoid hedging words or words that sound ambiguous.

Maintain a positive resolve.

اػو االخجبس ف امذ

ردت امبء ا ػ اج١ببد

ردت ػجبساد اس٠ي اغبن

اػو زال ا٠دبث١

It is better to deliver bad news up front

in the elevator summary.

االفضو ا جخ االخباس اىغش جذ قبو اىيخض

Deliver the news up front:

“We are unable to order new computers this quarter due to budget cuts.”

س الغزي١غ خت اخض زبعت

خذ٠ذ ظشا ظشف ا١ضا١

Avoid blaming: ردت ا

“I think it will be hard to recover from this, but what can I do to help?”

اػزمذ ا فؼت ازغت ػ ره

ى برا ثعؼ أ أفؼ

غبػذ

Avoid using “weasel words” or hedging:

ردت ػجبساد اس١ي

“Our pricing structure is outdated.”

١ى االعؼبس ذ٠ب لذ٠

More examples of hedging are:

Intents and purposes

Possibly, most likely

Perhaps, maybe

ردت اىبد اغبثم

• You should briefly state the history of the problem to provide context for your reader.

• Explain the attempts you made previously to resolve the problem.

٠دت ا رؼي ثا٠دبص ربس٠خ •

اؾى

ئؽشذ سبالره اغبثم سب

• Show why it is critical for the problem to be resolved by your reader.

• Offer suggestions on ways you think it can be resolved or how you are willing to help in the matter.

مر برا ز اؾى ب •

س لج لبسب اشعب

الزشذ زال اػشك اعزؼذادن •

ؾبسو ف اس

اؾى ثبخزقبس

Briefly state the history:

“The current way we choose officers for our organization is not democratic. As a result, we have a popularity contest that does not always get us the best candidates.”

ايش٠م اسب١ الخز١بس ظف١ب ١غذ

د٠مشاى١ ػ١ اغبثمبد از

ظب الردت ب افن

اشؽس١

سبالد اسي

Show attempts made by you thus far to resolve the issue:

“I have offered two alternatives for officer selection that still involves the votes of the members but both have been rejected by the executive board.”

مذ ىشزذ خ١بس٠ الزمبء اظف١ ثبزظبس ازق٠ذ

االػنبء ى والب سفل ادظ ازف١ز

Show why it is important for your reader to get involved:

اػشك برا ؾبسوخ امبسب ف اؾى ب

“This is a problem for two reasons. First, I am concerned that the executive board no longer protects the interests of the organization and that their actions are not in keeping with the constitution of the organization.

Second, there have been a number of complaints from the members who feel that their concerns and preferences are not being addressed by the executive board, which decreases morale and productivity.”

أال, إ قيق أ اىجيس اىحفز ى عذ ذ صاىخ اىظة أ . ز شنية ىسبب"

.ششماى ىائخأعاى ال جحفق ع

اىجيس اىحفز اىثاة, ماث اك عذدا اىشنا األعضاء اىز شعش بأ . ", ا قيو اىشح اىعة اإلحاجةالح بشنا احااج

• Do not wait until the end of the day to introduce a problem or concern via memo or email.

• Avoid writing a litany of concerns that you have been harboring for a long period of time.

الرظش زز اخش ا١ زز رشع •

اؾى ثب١

ردت وزبثخ عالع اخبفبز وذ •

رخف١ب فزشاد ى٠

If the communication will require a lot of back-and-forthdiscussion or if the subject is delicate or sensitive you should call or speak with the person directly

ئرا وب زا ازاف ٠سزبج اض٠ذ اشخؼ١ ا ا زا امع وب زغبط

ارا الثذ ازسذس ا االرقبي ثبؾخـ جبؽشح

If a discussion is becoming emotionally charged, stop exchanging emails.

Speak to the person directly to clear up any misunderstandings.

ئرا وب امبػ افجر ؾسب رلف فسا ػ رجبدي اشعبئ

رى غ اؾخـ جبؽشح الصاخ ا عء رفب

Clarity امر

Descriptive فف

Critical information ب اؼبد اث

الحظ ان ذي انعىايه الجىم عه شئ معيه الجعبز عه أي

محح وصي

Subject Date

Hi 9:17 am

Questions 10:11 am

Meeting 12:44 pm

One more thing…. 3:02 pm

Some thoughts 4:21pm

الحظ ان ذي انعىايه جعبزعه انمحح انىصي ايضا يمكىك

فم انزسان مه انعىان

Subject: Date:

Party planning meeting rescheduled for 3pm 9:17 am

Help: I can’t find the draft for the Smith Paper 10:11 am

Reminder: peer-review articles due tomorrow (3/30) 12:44 pm

Questions about Sociology 210 project 3:02 pm

Congratulations to Jennifer for winning Nobel Prize 4:21pm

Subject: Date:

Re: Question about Smith paper (was: please help with

this!)10:11 am

Change subject lines when

necessary

Subject: Date:

Re: Re: Re: [Fwd: [Fwd: Reminder: Deadline for Spring

Semester Is Jan. 15]]9:17 am

Remove extra email prefixes

الحظ ان ذي انعىايه جعبزعه انمحح انىصي ايضا يمكىك

فم رد انزسان مه انعىان

Subject: Date:

Thanks for the help today! <eom> 9:17 am

Got your message <nm> 10:11 am

Today’s group meeting canceled <ssia> 12:44 pm

<end of message>

<no message>

<subject says it all>

•Is this truly the correct person to contact?

و زا اىشخض اىصذخ ىالجصاه ب؟•

•What is my goal?

ا ذف ؟•

•Should this conversation be held in person or over the phone?

و ز اىذادث جب ا جقا شخصا أ عبش اىحيف؟•

Email Content

سز اشعب

Before you start writing, ask yourself…..

ئعأي فغه, لج أ رجذأ ف وزبثخ اشعب

Use a polite and respectful greeting and closing

اعزخذ االفززبز١بد اإدث اب٠بد اسزش

Professor,…….

.......,االعزبر

Respectfully,....

......,اسزش

Sincerely,…..

.....,اخـ

Brevity and clarity

اإل٠دبص امذ

Try to keep each email short

زبي ا رى اشعب لق١ش

Use paragraphs (5 sentences each)

(خ ف و ازذ 5)اعزخذ فمشاد

Is this message scanable and actionable?

ز اشعب لبث فسـ فبس

Use topic sentences

اعزخذ اد ف امع

One topic per email

و سعب رؼجش ػ مع ازذ

Provide important dates or references

اػي ازاس٠خ اقالد اب

Put each action or point on its own line

مغ و ػ أ مي ف عيشب

Khalid,Hey, I was just thinking about the meeting we had about the new workshop you were planning for next week about resume-writing. I think that we may have forgotten to include all of the employees who might benefit from this workshop. There are several groups of employees at the factory were not on your list. Of course you may have added them to you list since our last meeting. Adel from the factory contacted me to ask if the employees from the Epidemiology program were on our list of included employees. he also wanted a list of all of the included departments from the factory. Can you send me a list of all of the included employee groups? I can then send the relevant information on to Adel because he needs this information by tomorrow.

Thanks,Ahmed

خبذ

اب وذ فمو افىش ف االخزبع از ظب ف وزبثخ اخـ ,ازج

ثخقؿ سؽخ اؼ از خييذ ب ف االعجع امبد اػزمذ اب غ١ب

بن ,ن و اؼب١ از٠ عف ٠غزف١ذ سؽخ اؼ ز

دػبد زؼذد اؼب١ ف اقغ ٠ى خد ف لبئزه

ػبدي , ثبيجغ عف رذسج أعبئ ثبءا ػ اخزبػب اغبثك ,

اقغ ارق ث ١غأي ارا وب اؼب١ ثشبح االثئ عف

ا٠نب ٠ش٠ذ لبئ ثى االداساد اخد , ٠ى زن١ ف امبئ

ػذئز , رغزي١غ أ رشع لبئ ثى دػبد اؼب١ , ثبقغ

اسعبي ز اؼبد ؼبدي ال ٠ش٠ذب غذا٠ى

ؽىشا

أزذ

Khalid,

Can you send me a list of the employees included in the resume-writing workshop by tomorrow?

We may have forgotten to include all of the employees who might benefit from this workshop. There are several groups of employees at the factory that were not on your list. Adel from the factory contacted me to ask if the employees from the Epidemiology program were on our list. I will send him that information tomorrow after I get the list from you.

Thanks,Ahmed

خبذ

٠ىه اسعبي لبئخ اظف١ اخد٠ ف سؽخ اؼ غذا

س سثب غ١ب وزبثخ و اعبء اؼب١ اغزف١ذ٠ زا

, بن دػبد أخش اقغ غ١ش خد ثبمبئ ,اجشبح

ػبدي اقغ ارق ث ١غبي ارا وب اؼب١ ثشبح اثئ

عف اسع ز اؼبد غذا ثؼذ ا , خد ف اجشبح

ازق ػ امبئ ه

ؽىشا

أزذ

Plain-text

Plain-text is always preferable

اخو اؼبد ٠فن دائب

DON’T TYPE IN ALL-CAPS,

IT LOOKS LIKE SHOUTING

الجسحخذ اىذشف اىنبش ما ف اىثاه اال ف اىضش ف

بع اىصت اىعاه

Use an appropriate signature

اعزخذ رل١غ الئ

Brief (4-5 lines)

خيه 5-4خـ ف

Informative

provide all contact information

مغ و ؼبد االرقبي

Professional

do not include pictures, quotes, animations

الرنغ ث أ فس أ فس زسشو

Always spell-check before sending

دائب ازشؿ ػ ػ شاخؼ ادبء

Set your email program to automatically check before sending

أى ئمجو ثشبح اال١٠ ؼ شاخؼ اربر١ى١ب لج االسعبي

Re-read email for other spelling, grammar and punctuation errors.

ساخغ اشعب أخيبء اماػذ

Always proofread at least once!

ئلشأ اشعب ػ األل ش

Read it out loud

ئلشأ ثقد ػبي

Sleep on it

Before sending ask yourself….

........اسأه فسل قبو االسساه

Would I be comfortable having this email posted on a public bulletin board or forwarded on to my entire department?

ػ١ذ أأر٠ؼذ ز اشعب أ راو شربزب ئأ ع

ئسعبب ضالئ ف امغ

All laws governing copyright, defamation, discrimination and other forms of written communication also apply to email.

رأوذ أ و اؽىبي اما١ ف زمق ايجغ ازؾ١ش و أؽىبي اىزبث مذ

ف اشعب

Complete the “TO:” line last

Set your email program to delay sending

مغ اعبء اشع ا١ أخشا

زبي مجو ثشبح اشعبئ زأخ١ش االسعبي

Emails are permanent

انزسان االنكحزوي شئ ثااااابث

Emails are searchable

انزسان االنكحزوي يمكه انحصل عهيا في اي

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