Introduction to Business Email Writing

When teaching business email writing I usually start by explaining a theory of

email writing I have developed over my years as a teacher which is based on
Systemic Functional Linguistics (SFL) [M.A.K. Halliday, 1980].
In this theory I break the writing down into three elements that should be
considered when writing an email.
1) Stages of the email
2) Target language
3) Interpersonal language
Focusing on these elements can be an effective way to teach email writing to
non-native speakers, as it helps them to break down the process of writing a
particular genre of email into simple and logical steps. Considering these steps
can help avoid some of the usual pitfalls with regards to email structure,
appropriately polite language and specific language for the genre. The three
elements can be simply explained as follows:

1. Stages of the email (structure)

This involves breaking the email into different small sections that the email
should go through to express its meaning effectively.

E.g. (for Summary of Annual Report email) Subject- Greeting- Aim of email-
Refer to attachment- Summary of report, etc

2. Target language of the email

This is the most common language that will usually appear in a specific type of
email.

E.g. Summary of Annual Report email: projections/ increased/ fluctuated/

year on year/ sales figures etc

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Introducing a Product/Service email: offer a free sample/ high quality/major
breakthrough etc

3. Interpersonal language
Interpersonal language focuses on using the most appropriate and polite
language to address others.
In using the best interpersonal language modal verbs are extremely important.
(should, would, might, may, etc.)
e.g. I should have/ It would be advisable for you to/you may/ you might
try

The following is an example of how an email genre can be broken down into
the three elements. This particular email is a complaint email from one
company to another:

Subject: Complaint against your staff!

Dear Zhang Li,
I wish to complain about your customer service representative, Jenny, whom I
contacted on June 17th 2014 regarding an issue with a late delivery.
I am complaining because Jenny was incredibly rude and insulting to me. To
resolve this problem I would like to receive a full apology and explanation or
my company will take its business elsewhere.
When I learned of the late delivery, I contacted Jenny and was told that
nothing could be done about my problem. After stating that this was not an
acceptable explanation Jenny raised her voice and told me I should have
contacted your company sooner to resolve the issue, thus blaming me for the
incident.

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I would like a written statement explaining your companys position and what
you will do about my complaint.
I look forward to hearing from you as soon as possible to resolve this problem.
If I do not hear from you within 3 days I will contact my lawyer about
terminating our contract.
You may reply to me at this email or call me at (phone number).
Sincerely,
Molly Price.

1. Stages of a complaint email:

Subject
Greeting
Aim of email
Identification of complaint
Elaboration of complaint
Demand for action
Conditional threat
Recommendation
Sign-out

Subject: Complaint against your staff Subject

Dear Zhang Li, Greeting

I wish to complain about your customer service representative, Jenny, whom I

th
contacted on June 17 2014 regarding an issue with a late delivery. Aim of
email

I am complaining because Jenny was incredibly rude and insulting to me. To

resolve this problem I would like to receive a full apology and explanation or
my company will take its business elsewhere. Identification of complaint

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When I learned of the late delivery, I contacted Jenny and was told that nothing
could be done about my problem. After stating that this was not an acceptable
explanation Jenny raised her voice and told me I should have contacted your
company sooner to resolve the issue, thus blaming me for the incident.
Elaboration of complaint

I would like a written statement explaining your companys position and what
you will do about my complaint. Demand for action

I look forward to hearing from you as soon as possible to resolve this problem.
If I do not hear from you within 3 days I will contact my lawyer about
terminating our contract. Conditional threat

You may reply to me at this email or call me at (phone number).

Recommendation

Sincerely, Sign out

Molly Price.

2. Target language for a complaint email:

complain explanation contact my lawyer

contacted nothing could be done terminate our contract

late not acceptable disappointed

rude explanation inconvenience

resolve this problem raised her voice outraged

full apology written apology disappointed

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 3. Interpersonal language:

Modal verbs-Modal verbs are used to express things express such things
as possibility, probability, permission and obligation.
Can, could, might, may, must, should, will, would and shall are modal verbs.

Modal verbs to express ability

Can, could, was able to
Modal verbs to express permission
Can, cant, could, may
Modal verbs to express probability and certainty
must, cant, may, might, could
Past tense modal verbs: must have, cant have, couldnt have
Modal verbs to express obligation
Should to express weak obligation, advice
Should have to express unfulfilled obligation in the past
Modal verbs past tense forms and negatives
Modal verbs past tense forms Had to vs. must have

I wish it could I should have contacted

I was hoping you could I would like

I would like to receive You may request

I would like information I was wondering if you would

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