E-Mails for Business Communications

Step 1: Read a scenario.
Go to Highway Bytes to access the scenario.
Step 2: Generate a list of keywords.
Use a word processor (like MS Word) to generate a list of keywords that you want your e-mail system to look for. You need to be creative and
spend some time with a thesaurus. Identify all the words and word combinations that could identify a message as pertaining to one of the three subject areas. For instance, the word attach would probably indicate a need for the installation, whereas new software would most likely suggest
an upgrade attachment.
Step 3: Create three emails.
Draft three short e-mail messages, one to accompany each of the ready-made attachments explaining that the attached document answers the
most common questions on a particular subject (installation, troubleshooting, or upgrading). Your messages should invite recipients to write back
if the attached document doesn’t solve the problem-and don’t forget to provide the e-mail address:
Step 4: Draft another email.
Draft a fourth message to be sent out whenever your new system unable to figure out what the customer is asking for. Simply thank the customer
for writing and explain that the query will be passed on to a customer service specialist who will respond shortly.