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Chapter 5. The Heart and Soul of E-Servi... > COMPOSING EFFECTIVE E-SERVICE MESSAG...

COMPOSING EFFECTIVE E-SERVICE MESSAGES REQUIRES A PROCESS

Chapter 3, “E-mail IS Business Writing: Composing Letters, Memos, and Notes at Work,” presents some simple strategies for writing effective and responsible e-mail. This section shows you how to apply these strategies to compose e-mails that serve.

“E-mail littered with indecipherable sentences and grammatical errors or responses perceived by customers as abrupt, interpersonal, or condescending—a real danger with this mode of communication, because there's no body language or voice inflection to help interpret meaning—can do unseen harm to customer loyalty.”

—Zemke and Connellan, 2000



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