Vi kinh nghim v s dng e-mailTrong kinh doanh thy sn xut khu vic s dng e-mail lin lc, trao i cng vic l vic lm hng ngy ca nhn vin ph trch, k c gim c iu hnh ln Ch tch HDQT Cty. v tnh cht tin dng ca e-mail song vic s dng e-mail theo qun tnh t nhin, hi ht, cu th . c khi gy ra nhng nhm ln, phn cm khng cn thit. Ti trc tip nhn c, hoc c i tc nc ngoi forward n nhiu e-mail giao dch. C e-mail ti thy khng cn thit phi tr li nht l cc th giao dch ban u dng spam mail gi n Dear Sir / Madam hoc Dear Sir / Lady, vi nhng e-mail c li xng h (salutation) nh th th ti thng xa i v ti tin chc l cc Cty khch hng tim nng trong v ngoi nc cng thng khng tr li dng th ny. C e-mail giao dch gi n song thiu thng tin m ngi gi mun trao i nn ti phi in thoi hoc gi e-mail hi li nhiu ln. Ti bit dng e-mail t nm 1998 khi Internet c mt Cn Th, lc y cn dng gi s (dial up) in thoi 1260 ch khng c nhanh l nh by gi. Vo nhng nm cui thp nin 1990, nhiu cng ty trong nc ln ngoi quc vn cha s dng e-mail lm phng tin giao dch chnh thng m vn giao dch qua fax c th lu chng t trn giy. n nhng nm gn y th vic s dng e-mail trong giao dch tr nn qu ph bin, nht l khi c ng truyn ADSL v sng di ng 3G. Qua 13 nm s dng e-mail lm phng tin giao dch trong kinh doanh thy sn xut khu, ti c cht kinh nghim s dng e-mail bng ting Anh, xin chia s cng cc bn trong ngnh ngh thy sn xut khu, nht l cc em nh sales mi bc vo mi trng ny. Nn nh l khng c php tc bt buc hoc qui c thnh vn no chnh thc qui nh phi vit e-mail nh th no mi l ng cch, kinh nghim ca ti c kt c qua nhiu nm s dng gi i, nhn v e-mail t cc nc c nn vn ha khc bit v qua mt s sch, bi vit v vn ha email hay m ti c c, nht l bi vit ca anh Nguyn vn Tun, tc gi ngi Vit qu Ging Ring, Kin Giang hin ang ging dy, lm vic Vin Nghin cu Y khoa Garvan v trng Y thuc i hc New South Wales, c i Li (Australia). Vn ha gn lin vi x hi. Th th c ngi hi vn ha e-mail l g ? Vn ha e-mail gn vi x hi no ? Ti khng dm lm bn v vn ha hay vn ha e-mail v khi ti hc mn X Hi Hc (Sociology) lc y th gii cha bit n Internet hay e-mail. Theo ti, khi cha gp mt, trao i trc tip th c th nhn xt vn ha ngi gi qua e-mail ca h v ti tin l c nhiu ngi cng ngh nh th. Ngi gi l ngi c ngn np, sch s hay lm thm; c cn trng, sing nng hay cu th, li bingc th nhn xt c qua e-mail. Qua bi vit ny, ti ch trao i vi kinh nghim s dng e-mail, ch yu bng ting Anh, trong phm vi hp l giao dch xut khu thy sn, c kt hp vi nhng g hc ca mn Truyn Thng (Communication) nhm gip cc em nh, nhn vin mi vo lm vic trong b phn sales ca ngnh xut khu thy

sn. Vi cc bn sales lm vic lu nm, thng xuyn s dng e-mail, c th cc bn bit r song cng c th c vi iu bn cha r. Mong rng nu thy g hay, b ch qua bi vit ny, cc bn sales manager c th p dng hoc hng dn cho cc em mi.

I/ Nguyn tc cn bn1/ lch s, khng dng mu t in (do not use capital letters), tr cc mu t u cu, tn ring, a danh, k hiu vit tc n v o lng, sau du chmtheo nguyn tc vit ting Vit hoc tn vit tc ca thut ng, n v tin t, t chc. Th d nh: Mr. William John, Can Tho, Vietnam, Kg (kilogram), Mts (Metric tons), Lb (pound), Oz (ounce), C (Celsius), F (Fahrenheit).. CNF hay CFR (Cost and Freight), L/C (Letter of Credit), TTR (Telegraphic Transfer Reimbursement), TTr (Telegraphic Transfer remittance - theo CV ca Tng Cc Hi Quan s 2416/TCHQ-KTTT), ETD, ETA, USD hay US$ (US dollar), NAFIQAVED, FAO (Food and Argriculture Organization), CNF hay CFR (Cost and Freight), HLSO (Head-less Shell-on), BT (Black Tiger), TNT (Tube and Tentacles).

2/ Khng dng t tc k hoc t bin tu kiu vit Telex tr cc thut ng thng dng trong ngnh: c th dng A.S.A.P. (as soon as possible), trnh khng nn dng: B4 (before), TU (thank you), U2 (you too), rgs (regards), Rec'd w. tks (received with thanks), tks (thanks), Jan (January), Dec (December). 3/ Khng nn gi c/c cho c mi ngi trong mailing list ca bn. Nh va qua c nhiu bn gi e-mail yu cu bu chn Vinh H Long cho tt c mi ngi trong mailing list. It is common practice to use the BCC field when addressing a very long list of recipients, or a list of recipients that should not (necessarily) know each other, e.g. in mailing lists. 4/ Khi nhn c mail ca khch hng giao dch, chng ta nn tr li ngay. Khch hng s nh gi cao c nhn hoc doanh nghip mnh nu th tn giao dch c tr li nhanh chng. Trong mail tr li thng ta nn c cu cm n sau phn salutation nh: Dear Mr. Jeff, Thanks for your mail. 5/ Nu tr li mail tr thng ta nn c cu cm n v xin li sau phn salutation u mail nh: Dear Mr. Jeff, Thanks for your mail. Im so sorry for my belated reply.

II/ Mail header+ TO: primary recipients (ngi nhn chnh) + CC (c/c, carbon copy): to secondary recipientsother interested parties

+ BCC (blind c/c): refers to the practice of sending a message to multiple recipients in such a way that conceals the fact that there may be additional addressees from the complete list of recipients. It is common practice to use the BCC field when addressing a very long list of recipients, or a list of recipients that should not (necessarily) know each other, e.g. in mailing lists. + SUBJECT: nn ghi ngy thng theo format nht qun, vi tn tm lc ni dung e-mail. Th d: November 26 2011 / Shipment advice of P.O. XXXX. Vit nh th ngi nhn nhanh chng, d dng lc li cc e-mail c.

III/ Mail bodyThe basic content, this is exactly the same as the body of a regular letter. Cn chuyn ti y thng tin mun trao i (s ni thm cc phn di y) A. Xng h (salutation) 1/ C gng gi ng tn ngi nhn, nu khng bit tn ngi nhn th c gng gi n b phn, phng ban trc tip c lin quan, th d nh: Dear Mr. William, Dear Ms. Smith, hoc Dear Import Department, Dear Purchase Manager / Director. Nu gi mail tm khch hng mi (mnh cha quen bit) th nn dng: To XXXXX Co., Inc. (ghi ng tn Cty) Attention: Seafood Purchasing Department hoc Seafood Procurement Manager, khng nn dng Dear Sir / Madam hay Dear Sir / Lady 2/ Nu bit tn, gii tnh v tnh trng hn nhn ca ngi nhn chnh (trong mail header l TO: primary recipient) th nn gi cho ng cch. Th d ng Jeff Stern (tn Jeff, h Stern) th gi Dear Mr. Jeff, (nu quen bit giao dch lu nm v tui tc ngang nhau) hoc Dear Mr. Stern, hoc Dear Jeff, (nu quen bit giao dch lu nm v khch ch ng trc gi tn thn mt vi ta cc em nh, nhn vin mi (junior staff) nn trnh khng dng cch xng h ny). Th d c Mary Smith (tn Mary, h Smith) th gi Dear Ms. Mary, (nu quen bit giao dch lu nm v tui tc ngang nhau) hoc Dear Ms. Smith,. Khch hng n gii c gia nh thng thch c gi l Ms. hn l Mrs. v nu gi Mrs. th phi gi h ca ngi chng tr khi ngi chng qu ni ting. Sau tn hoc h th nh dng du phy (,).

-

3/ Khi cha quen thn thit v tui tc chnh lch nhiu th khng nn xng h Hi hoc Hello m nn dng Dear. Trnh khng nn dng Deal All khi gi th (d trong header c dng TO v CC), dng cch ny ging nh gin ly vy. Nu nhn e-mail ca ngi khng ghi tn trong mail body (cc Cty cung cp dch v, c quan cng quyn thng nh th) m chng ta cn phi tr li th nn xem a ch e-mail gi n m tm cch gi cho ng. Th d nhn mail t a ch dledbetter@williamsclarke.com th ta c th ly dledbetter ri check trn Google xem tn h thuc gii tnh no hoc ly williamclarke.com ri check trn Google vo trang web cty William Clarke xem nhn vin c a ch trn l n ng hay n b. B. Cu cho kt thc mail (final salutation): 1/ Lc no cng c cu cho khi kt thc mail, khng ngi nhm chn, lp li d chng ta c gi lin tc nhiu mail cho mt ngi trong cng ngy cng

nn lun lun c cu cho kt thc mail. Cu cho thch hp nht trong ngh l Best regards, With kind regards nh c du phy (,) sau cu cho. 2/ Nn ghi r h tn, k c ch lt vo cui th sau dng cu cho. Nn t trng ghi h tn theo th t ca ngi Vit (h - ch lt tn) nh cha m mnh t trong khai sinh, h tn Nguyn Van Dng th c ghi l Nguyen Van Dung, khng nn o th t kiu dn u M (tn h) nh l Dung Van Nguyen hay la Dung Nguyen, hoc thm mu t vo tn nh Dng th thm z thnh Dzung. ng e ngi dn Ty khng phn bit c, nu h c thin ch giao dch v tn trng ta th h s tm hiu thm gi cho ng, nu h gi hoc pht m khng ng th trong giao dch ln sau ta nhc li cho ng. Cc em nh nn trnh dng tn Ty nh Jenny, Marry, Jacky, John, Mark .dng nh th c th lm bun lng cha m, cha chc c dn u M tn trng thm cht no m c khi cn ngc li. 3/ Khng nn ghi (Mr.), (Ms.) trc hoc sau h tn. Nhiu bn s khch khng phn bit c gii tnh ca ta nn thng ghi Nguyen Van Quit (Mr.) / Nguyen Thi Chanh (Ms.) hoc (Mr.) Nguyen Van Quit / (Ms.) Nguyen Thi Chanh. Nu c bn no dng nh th th ti khuyn nn b i khng dng na. Theo ti ghi nh th th hi bt lch s. Nh ti ni, nu khch c thin ch giao dch v tn trng ta th h s tm hiu thm (ch cn copy tn bn th vo Google, ti a l 15 giy sau h s bit bn l n ng hay n b) gi cho ng. Gi s nh khch khng tm hiu th khi tr li bn s c 50% gi ng v 50% gi khng ng gii tnh ca bn, nh th bn s c thm dp giao dch v nh chnh li. 4/ Nu l nhng mail giao dch ban u th nn ghi ngn gn thm cng vic ph trch, s in thoi c nhn hay ca Cty lin lc, nhc li a ch email trc tip ca mnh. Th d nh: Best regards, Nguyen Van Dung / Sales Manager Cell: (84) 913 973XXX . E-mail: xxxxx@hotmail.com 5/ Nhiu Cty yu cu nhn vin phi gn (attach) thm nhiu thng tin, logo cng ty di dng signature, nht l cc cty lut, ti chnh, qung co cn thm lun nhng cu vit gii thiu ngnh ngh, gii thiu danh hiu, gii thng, hoc nhng li cnh bo kiu lut s. Khng bit ngi khc c d ng khng ch ti rt khng thch nhng e-mail kiu ny hoc e-mail km thm hng ch nm na l dy ngi nhn phi thc bo v mi trng, cn cn nhc trc khi in mail ra giy. Ngy nay c rt nhiu ngi s dng Blackberry, I Phone, I Pad v cc loi my tnh bng, in thoai di ng nhn v tr li mail, nhng ngi ny chc s gp khng t phin toi vi kiu e-mail ny. C. Hnh thc (format) 1/ Khi vit e-mail th chng ta nn nht qun trong s dng font ch, c ch (font size), khi full block text (justify) hay ly l tri (alight left), ly l phi (alight right), nu vit ting Vit th dng bng m thng nht nht l khi lm chung trong mt Cty nn dng hnh thc ging nhau. Trnh trng hp nhn vin cng Cty m ngi dng m TCVN3, ngi dng m Unicode, k dng kiu g Telex, li ngi c ngi g VNI.

2/ Vit e-mail bng ting Anh nn ch kim tra li chnh t, cn trng c gng dng cho ng ng php. Xem li k, nu cn thit th nn cho kim spelling trc khi nhn nt gi i (send). 3/ Khng nn tr li th trc tip hoc dch ra ting Vit vo e-mail nhn c bng cch vit cu tr li, dch ngha di dng ch ca ngi gi, d c dng mu ch khc phn bit. 4/ Khi tr li (reply) e-mail, theo ti cc bn khng nn km theo e-mail ca khch (do not include message in reply). Rt kh chu khi nhn c e-mail km vi nhiu message di l th ca cc mail c. 5/ Theo ti cc bn khng nn dng stationery (should not apply stationery) trang tr cho e-mail, ci ta cn trong giao dch l ni dung thng tin cha trong e-mail ch khng phi nhng hoa vn trang tr e-mail. D. Ni dung (content) 1/ Ni dung e-mail l thng ip cha thng tin m ta mun trao i, gi n ngi nhn. C gng vit r rng, ngn gn nhng phi y thng tin, nu thm vn hoa mch lc th cng tt, i khi nhng cu ni vui ng lc, ng dp cng lm e-mail ca ta bt kh khan. 2/ D cc bn son e-mail cho hng (offer), hi mua hng (inquiry), thng bo giao hng (shipment advice), th chia bun tang gia (letter of condolences), th mi (invitation letter) .th thng tin trong mail thng phi c 5W (What / Who / When / Where / Why) v 1H (How). y l nhng nguyn tc c bn trong truyn thng (communication). Ngi gi vit mail nh th no m ngi nhn nm r v thng tin, h khng cn phi hi i hi ngi gi, hoc gi mail i m nhn ngay c reply th c th xem l mt e-mail thnh cng. 3/ Ti xin c th d ni thm v nguyn tc c bn 5W + 1H ca truyn thng. Nn r sot li ni dung mail xem c thng tin cha trc khi gi i. Th d nh trong e-mail cho hng tm S (Black Tiger) chng ta phi thng c cc thng tin: - What: sn phm g (HOSO/HLSO/Raw PDTail-on/Cooked PDTail-on), ng block hay IQF, size g, c cu ra sao, ng gi (packing) ra sao, n gi l bao nhiu (US$/Kg hay US$/Lb), FOB hay CNF, DDP (theo Incoterms), s lng cho bn bao nhiu kg / carton ? - Who: sn phm cho cho ai ? - When: thi gian giao hng l ngy no (shipment date), hiu lc (validity) ca offer n ngy no nu gi th trng bin ng ? - Where: sn phm cho bn n cng no, nc no (CNF New Jersey, USA) hoc sn phm giao cng no (FOB HCMC port) ? - Why: nu cn thit phi gii thch ngn gn l do v sao nhng im lin quan trn (nh shipment date lu v phi lm mi b trc in Making new set of printing cylinders). - How: phng thc thanh ton (payment term) nh th no ? Qua L/C hay D/P, TTR? L/C at sight hay L/C at . days. 4/ Mt th d v offer c Tra Fillet i c

Dear Mr. XXX, Thanks for your inquiry. We are pleased to offer our products to YYYY Co., LTD as follows: + IQF Pangasius Fillet, 80% Net Weight, B grade, Boneless Skinless, Bellytrimmed, MTR-79 treated Packing: 1Kg (800g N.W.) / Printed bag with headercard X 10 / carton . brand Size (including/excluding glaze): 120/170 170/225 225/Up Assortment: about 30% about 50% about 20% Unit price: US$2.80/Kg CNF Hamburg, Germany Quantity: about 2,000 cartons (40FCL) Payment: L/C at sight 100% invoice amount Shipment date: latest December 31, 2011 Offer validity: till November 30, 2011 Please consider and reply soon. We keep that validity of our offer till end of November 30, 2011 as buying prices of raw materials are fluctuated day by day. We are looking forward to receiving your soon reply. Best regards, Nguyen Van Dung / Sales Manager Cell: (84) 913 973XXX . E-mail: xxxxx@hotmail.com

5/ Ti khng i su vo phn nghip v chuyn mn, ch xin gii thiu mt s kinh nghim giao dch ca bn thn mnh nh sau: S dng e-mail hiu qu Nhn vin b phn sales department c l l nhng ngi s dng e-mail thng xuyn nht ca mt Cty ch bin xut khu thy sn. Ngoi qui m nh xng, thit b ch bin, sn lng v doanh s xut khu th tnh cch giao dch chuyn nghip (professional) ca b phn sales department, nht l sales manager cng gp phn to n tng (impression) cho khch hng. V hnh chung b phn sales department ng vai tr thay mt Cty, cch giao dch, ngn t ca h nh l ting ni, b mt ca Cty. c th giao dch tt, nhanh chng v chnh xc cc em sales cn t hc hi, tm hiu thm qua snh v, phim nh, trao i vi ng nghip nhm t trang b cho mnh mt kin thc ti thiu nh l: sn xut nguyn liu v ma v, sn phm hng ha, ghi nhn hng (labeling) v bao b, ha cht x l, tiu chun v k thut sn phm ng lnh, tiu chun vi sinh, d lng khnh sinh, HACCP GMP SSOP, phng thc vn chuyn, a l th gii, chng t v cc phng thc thanh ton quc t qua ngn hng. Thut ng thng dng qua i ci thi m chng ta thng dng nhng thut ng, tnh t rt ku khi mi bt u chp chng hc ngh xut khu thy sn. Theo ti cc em trnh dng cc thut ng, tnh t di y: Khng dng: cht lng tt nht (best quality), nn dng cht lng n nh (consistent quality) Khng dng: Uy tn (reputable), nn dng ng tin cy (reliable) nh trong cu: we are a reliable supplier / export / processor .

-

-

Ni v gi cho tt v thp nht th khng nn dng our lowest price m nn dng our most competitive price Khng nn thm xng nh l: we are the largest Pangasius suplier, m nu dng th nn ni: we are one of the largest Pangasius supliers. Ni v cc im bt hp l trong chng t thanh ton L/C th khng dng L/C illegal m phi dng L/C discrepancies

S dng Anh ng n gin, d hiu Trong giao dch bng ting Anh, c lc chng ta trao i vi khch hng cc nc ting Anh khng phi l ngn ng chnh. Phn ln khch (khng l tt c) cc nc ny s dng ting Anh hn ch thi, chnh v vy chng ta nn dng Anh ng n gin d hiu trnh hiu nhm. Trong mail hi mua hng (inquiry) c khi h cn vit sai tn sn phm, m t sn phm khng r, khng y th khi offer chng ta nn vit li, m t cho r rng, trnh hiu nhm sau ny. Cch thc tip cn s vic hay cch t vn Ngi Vit chng ta cng nh ngi Tu, Nht Bn, i Hn (ni chung l ngi ng) thng dng cch vit hay ni vng vo ri mi cp n vn chnh , kiu nh tp lm vn c phn nhp , lung khi, thn bi ri mi n kt lun. Kinh nghim c nhn ti khi lm vic vi khch M th thy h thng i thng vo vn trc ri sau mi phn tch, bin gii theo kiu gch u dng i tng im mt. Th d nh s vic giao hng tr do ngun cung nguyn liu gim, gi nguyn liu tng cao, ngi bn ngh khch hng gia hn shipment date v tu chnh (amend) L/C chng ta thng vit (th d thi). Theo kiu chng ta thng vit: Recently, supply of Pangasius raw materials has been decreased significantly due to off season. In order to have materials for processing, our company has to increase buying price of materials, however, we still could not get enough materials for production of your purchase order, especially supply of small size materials. Therefore, we are very sorry that we could not ship on time as original shipment date in contract. Thus, we suggest you to extend the shipment date of your order till ..Please amend L/C accordingly with extended shipment date. Theo kiu ngi M thng vit: We could not ship your order on time. We suggest you to extend the shipment date and amend L/C with latest shipment date as .. # We are facing short supply of Pangasius raw materials. # We tried to increase buying price of materials to get enough materials for production of your purchase order. # Competion in buying materials between packers here is tough. Theo ti th nn dng cch i thng vo vn kiu ngi M. Ni thng s vic Chng ta hay c thi quen ngi ni thng, nu khng hi lng hay bt ng vi khch hng th khng ni thng ra m thng lng lng tm mi mi khc m lm, lm ri mi gii thch vi khch hng c l ti l do ny, l do n ti mi lm nh th. Ngi M thng th tri li, khi c bt ng hoc

-

-

gp kh khn h thng ni thng ra v thng qua m phn (negotiate) vi i tc c hai s tm ra c gii php dung ha. Nh chng ta thy Bc Hn th bom nguyn t, phng ha tin tm xa, nhiu ln rt ra khi bn m phn 6 bn, da bin Nam Hn thnh bin la nhng ngi M vn kin tr dng con ng m phn vi h. Theo ti y c th gi l s khc bit v vn ha, khi lm cng vic giao dch cc em nh nn tm c thm sch, xem phim c hiu bit ti thiu v vn ha, x hi ca i tc mua hng v ty trng hp m ng x. Tn trng khch Tm hiu v trnh nhng iu cm k trong vn ha, x hi, tn trng s ring t ca i tc mua hng. Nhng vic nh cho sn phm tht heo cho khch Hi gio, gi in thoi nh ring, gi in cho khch hng M vo chiu ngy Thanksgivingth nn trnh.

Dng Minh Tr