DIMENSIÓN PROBLEMA CAUSA EFECTO PROPUESTA ESTRATÉGICA

Following is a comprehensive list of tips that will answer many frequently asked questions, and will help you through almost any imaginable e-mail predicament:

Font Size: For readability, use font

sizes between 10 and 12. The pre- ferred size is 12.

Font Size: Don’t use sizes less than 10 since

they’re too hard to read. Sizes larger than 12 can be used sparingly for titles and headers.

Font Color: Keep it black. This is

the accepted color for formal busi- ness communications.

Font Color: Any color other than black

usually has no place in a business letter or memo. Keep the colors in your personal notes and holiday letters. Sometimes you may want to use color for emphasis or to distinguish your reply from the original message.

Bullets: Use either numbers or

symbols like an asterisk (*) or dash (-). Start each bullet with a capital letter. Indent bullets (if they don’t naturally indent themselves), and use an extra line between bullets to emphasize the message.

Bullets: Don’t mix complete sentences and

sentence fragments. Using either one sepa- rately is okay, but be consistent. Don’t make lists long—keep them short and to the point.

DOs

Attachments: When sending

attachments, the standard practice is to only include files that are less than one megabyte (1MB) in size. Files larger than that can bog down an entire e-mail server. For larger files, include the address of the file if it is kept on the company net- work, or the Web address if it is included on a Web page on the internet. Check with your network administrator for the size limit of attachments at your company.

DON’Ts

Attachments: Don’t use links to websites or

files if you think the recipient may keep the files for a long time period of time. Web- sites and network files can change in a mat- ter of days or weeks. So don’t count on your link being usable for an indefinite period of time. If necessary, send a new message with an updated link.

Editing: Read the message a second

time. Use the grammar and spelling tools to avoid embarrassing mis- takes. Check it several times before sending.

Editing: Don’t fill out the To field until

after you have finished writing the message and checked the grammar and spelling. There is nothing worse than an e-mail unintentionally sent before it is finished.

Salutations and Closings: Include

salutations and closings in most all e-mail messages, using the same rules that apply to other forms of business writing. E-mails that don’t include salutations and closings can come across as cold, directive, and unprofessional.

Salutations and Closings: Don’t include a

salutation or closing if your e-mail is in response to an ongoing part of a multiple e-mail conversation. Replies to FYI e-mails also don’t require a salutation or closing.

Numbers: Spell out numbers one to

ten and use number keys for 11 and greater.

Numbers: Don’t use 1st or 2nd to denote

ordinal numbers. Always spell these out as

first or second. Lower/Uppercase Text: Use the

normal convention of capitalizing the first letter of the first word of a sentence, as well as proper nouns (place names, individual names, company names, etc.).

Lower/Uppercase Text: Don’t use all upper-

case text in your e-mail since this is harder to read than normal text and may annoy the reader. It also comes across to the reader as if you are YELLING! All lowercase text looks unprofessional as well.

Grammar and Spelling: Most

e-mail programs have grammar and spelling tools as part of the soft- ware. Use these tools before sending any formal or semiformal corre- spondence.

Grammar and Spelling: Don’t use the

grammar and spelling tools until you have completed composing the e-mail. This avoids wasting time making multiple checks.

DOs

Font Type: Stick to the basic font

types such as Arial, Courier, or Times New Roman.

DON’Ts

Font Type: Don’t use ornate or casual font

types as they send a too-casual message and can be unreadable.



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O R R E S P O N D E N C E

Wisely and slow; they stumble that run fast.

— WI L L I A M SH A K E S P E A R E

Hundreds of languages are spoken in today’s global workforce. And, when it comes to com- municating with people who speak a different language, or who are from a different cul- ture, the first thing you should do is . . . be wise. Take it slow and keep it simple. It is the old “tortoise and the hare” story . . . where the steady, plodding tortoise wins in the end. The rabbit may pass the tortoise along the way, but, in its haste to reach the finish line, the rab- bit loses steam and ultimately loses the race. Your job is to be smart, take it easy, and stand back for a moment to learn about your audience. Be the wise, old tortoise, and win!

The Japanese have taken this notion a step further by turning it into a successful busi- ness management principle: TQM (Total Quality Management). The fundamentals of TQM are defining goals, long-term success, quality, getting it right the first time, evaluating per- formance, and striving toward improvement. If you apply these principles to your writ- ing in general, especially where other cultures are concerned, you will enjoy a mutually beneficial relationship and a reputation as a true professional. All you have to do is be aware of everything around you, and be sensitive to the intricacies of another person or culture. It is also important to be respectful and not condescending in your tone. We have all seen situations where people assume something about another person, act on that assumption, and then end up making a fool of themselves in the process. Well, mistakes can happen, but you don’t want to be the person yelling into the ear of an international colleague. You want to write in a professional, simplified tone, just like any other situation—the only catch is that you do so with the understanding that your reader sometimes speaks another language. An executive for a multinational computer corporation communicates via e-mail with Japan- ese executives on a daily basis:

About 90% of my business communication is done through e-mail—I very rarely get to meet with my international colleagues face-to-face. So, e-mail is my face. And there is an obvious language barrier, which can lead to misunderstandings in the meaning of certain words or phrases. And I have no universal glossary of international business terms to reference, nor is there ever a bilingual colleague nearby when I need one.

So, I keep it simple and easy. Let’s just say I don’t use the term “acetylsalicylic acid” when I mean “aspirin.” I’ve also done a lot of reading up on the culture, and I try to mimic their salutations and closings so I don’t offend anyone.

Tips for Writing to International Audiences

■ Keep the letter short: Bear in mind that your international reader may have to translate your entire message into his or her native language. By keeping the length to a minimum, and using short, basic vocabulary words, the translation is more likely to be understood and accurate—not to mention less time-consuming! ■ Be careful with physical dimensions and measurements: If your message

includes physical dimensions and measurements, understand that every coun- try in the world, except the United States, uses the metric system. So, if you mentioned that the outside temperature was 105° today, you would mean Fahrenheit, but your reader might be concerned about ever visiting your loca- tion, since water boils at 100° Celsius in the metric world. To solve this prob- lem, use both English and metric units in your message.

■ Be careful with dates: Formats for dates and times vary greatly throughout the world. For example, in the United States, we would write the date June 4, 2007 as 6/4/07. However, in Europe, this could be interpreted as April 6, 2007. And in Asia, it would be understood as April 7, 2006. So, be sure to read up on correct date usage for each new country that you e-mail, or ask them what form they prefer to use. ■ Be careful with time of day: Time of day is another easily misunderstood item

in foreign correspondence, and the global time differences that many people work with every day don’t make things any easier. The format most of us use for time (excluding the U.S. military) in the United States is not necessarily the same everywhere else. For example, if we set a meeting time for 3:45 P.M., our counterparts in Europe may be confused, as they use a 24-hour clock, rather than using A.M. or P.M. Better to just bite the bullet, and use a 24-hour clock when writing to a foreign colleague—it really isn’t too hard once you get used to it. Or, you can always ask them what form they prefer to use.

■ Avoid technical phrases, jargon, and acronyms: Although your reader may be an expert in a shared field, remember that he or she understands things in the context of his or her language, not yours. And technical terms are real bears when it comes to translation—many may not even exist in your reader’s lan- guage. So, take the time to carefully explain whatever you think might throw your reader off.

■ Be sensitive to the intricacies of a different culture: Although there is no way to know for sure what will offend someone—especially if you don’t know them very well, or perhaps have never even met them—it is possible to be careful with your words. That rings true in any situation, foreign or domestic. But, you can stay on the safe side of writing by never including anything political, gender-biased, religious, or race-related in your writing. These topics don’t belong in any kind of professional document anyway, so there is no need to include what doesn’t belong in the first place.

■ Err on the conservative side: It is definitely better to come across as too con- servative, rather than as a boorish lout. Using slang terms or making casual references to people who can so easily mistake what you say is just asking for trouble. Keep your writing simple, polished, elegant, and relatively formal in all international correspondence. You can save your more casual rhetoric for when you have developed a stronger professional relationship with your inter- national colleague. You can also take some cues from him or her—if your col- league is more casual, you can adjust your style to match.

The most important lesson to take away from this section is to develop awareness of others. Listen, learn, and become a more polished, more esteemed writer.



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A L U T AT I O N S A N D

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L O S I N G S

There are four ways, and only four ways, in which we have con- tact with the world. We are evaluated and classified by . . . what we do, how we look, what we say, and how we say it.

— DA L E CA R N E G I E

Dale Carnegie was right on all counts—how we are evaluated in this world is directly related to how we present ourselves. And, how you open and close your business correspondence will have a direct effect on your reader’s perception of you as a professional.

The manner in which you address someone in a letter is a sensitive and important issue to consider for both you and your reader. Whatever you do, always remember to consider the appropriate salutation and closing by first putting yourself in your reader’s shoes. You want to make the perfect impression—not too familiar, yet not too distant; not too bold, yet not too meek. You also want to make your reader completely comfortable with you from the beginning. That is where the salutation comes into play!

And the closing, or complimentary closing, as it is often called, is the last couple of words your reader is left with after finishing your letter. So, you want to leave your reader with an appropriate, professional, and warm feeling.

W O R D S O F W I S D O M

An often-forgotten fact about closings is that you capitalize only the first letter of

Here is a comprehensive list of appropriate salutations and closings that should help you with almost any situation:

FEDERAL GOVERNMENT

Addressee Salutation Closing

President of the Dear Mr./Ms. President: Very respectfully yours,

United States Yours very truly,

Former President Dear Mr./Ms. : Sincerely yours,

FEDERAL GOVERNMENT

Addressee Salutation Closing

Vice President of the Dear Mr./Ms. Vice President: Respectfully yours,

United States Yours very truly,

Cabinet Officers Dear Mr./Ms. Secretary: Sincerely yours, Chief Justice, Dear Mr./Ms. Chief Justice: Very truly yours, U.S. Supreme Court Dear Chief Justice : Sincerely yours, Associate Justice, Dear Mr./Ms. Justice: Sincerely yours, U.S. Supreme Court Dear Justice :

Retired Justice, Dear Justice : Sincerely yours, U.S. Supreme Court

Speaker, House of Dear Mr./Ms. Speaker: Sincerely yours, Representatives

U.S. Senator Dear Senator : Sincerely yours, Former U.S. Senator Dear Mr./Ms. : Sincerely yours, U.S. Representative or Dear Mr./Ms. : Sincerely yours, Congressman

Former Representative Dear Mr./Ms. : Sincerely yours, The Attorney General Dear Mr./Ms. Attorney General: Sincerely yours,

STATE GOVERNMENT

Addressee Salutation Closing

Governor Dear Governor : Sincerely yours, Lieutenant Governor Dear Mr./Ms. : Sincerely yours, State Senator Dear Mr./Ms. : Sincerely yours,

State Representative or Dear Mr./Ms. : Sincerely yours, Assemblyperson

LOCAL GOVERNMENT

Addressee Salutation Closing

Mayor Dear Mr./Ms. Mayor: Sincerely yours, Dear Mayor :

District Attorney Dear Mr./Ms. : Sincerely yours, Board of Commissioners Dear Mr./Ms. : Sincerely yours, City Council Dear Mr./Ms. : Sincerely yours,

JUSTICE SYSTEM

Addressee Salutation Closing

Chief Justice, Dear Mr./Ms. Chief Justice: Sincerely yours, State Supreme Court

Associate Justice, Dear Justice : Sincerely yours, State Supreme Court

Judge, Superior or Dear Judge : Sincerely yours, Municipal Court

Court Clerk Dear Mr./Ms. : Sincerely yours,

DIPLOMATIC PERSONNEL

Addressee Salutation Closing

American Ambassador Dear Mr./Ms. Ambassador: Sincerely yours,

American Dear Mr./Ms. : Sincerely yours, Chargé d’Affaires

Foreign Prime Minister Dear Mr./Ms. Prime Minister: Sincerely yours, Foreign President Dear Mr./Ms. President: Sincerely yours, Foreign Premier Excellency: Sincerely yours,

Dear Mr./Ms. Premier:

Foreign Ambassador Excellency: Sincerely yours, Dear Mr./Ms. Ambassador:

Foreign Dear Mr./Ms. : Sincerely yours,

Secretary General, Dear Mr./Ms. Secretary General: Very truly yours, United Nations Dear Secretary General : Sincerely yours, Under Secretary, Dear Mr./Ms. Under Secretary: Sincerely yours, United Nations

U.S. Representative, Dear Mr./Ms. Ambassador: Sincerely yours, United Nations

Foreign Representative, Dear Mr./Ms. Ambassador: Sincerely yours, United Nations Excellency:

COLLEGE AND UNIVERSITY OFFICIALS

Addressee Salutation Closing

President or Chancellor, Dear Mr./Ms. : Sincerely yours, College or University Dear Dr. : Sincerely yours, Dean of College or School Dear Dean : Sincerely yours,

Dear Dr. :

Professor or Instructor Dear Mr./Ms. : Sincerely yours, Dear Dr. :

RELIGIOUS OFFICIALS

Addressee Salutation Closing

The Pope, Roman Your Holiness: Respectfully yours, Catholic Church Most Holy Father:

Cardinal, Roman Your Eminence: Respectfully yours, Catholic Church Dear Cardinal :

Archbishop, Roman Your Excellency: Respectfully yours, Catholic Church Dear Archbishop :

Bishop, Roman Your Excellency: Respectfully yours, Catholic Church Dear Bishop :

Priest, Roman Reverend Father: Respectfully yours, Catholic Church Dear Father :

Archbishop, Your Grace: Respectfully yours, Protestant Church Dear Archbishop :

Bishop, Protestant Church Right Reverend Sir: Respectfully yours, Dear Bishop :

Priest, Protestant Church Dear Mr./Ms. : Respectfully yours, Dear Dr. :

Minister, Dear Mr./Ms. : Respectfully yours, Protestant Church Dear Dr. :

Rabbi, Jewish Faith Dear Rabbi : Respectfully yours, Dear Dr. :

BUSINESS CORRESPONDENCE

Addressee Salutation Closing

Unknown Gender Dear : Sincerely,

Unknown Name Dear Director: Sincerely, Corporation consisting Ladies and Gentlemen: Sincerely, of women and men



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O V E R

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E T T E R S

Make it thy business to know thyself . . .

— MI G U E L D E CE R V A N T E S

Although he most certainly wasn’t referring to resumes and cover letters, Cervantes had an excellent point. It is important to know yourself well to be successful in life. And, when you are putting together something like a resume, which is designed to sell you to a potential employer, you need to do your homework!

In studying yourself, you simply compile all your best professional attributes, all your work experience, and your educational background, and get it down on paper. Try to include every major point that stands out in your mind, but weed out any unnecessary details. You can elaborate in the actual interview.

W O R D S O F W I S D O M

A great way to keep tabs on your own professional career is to keep a work journal.

Jot down important events as they happen, and be sure to include full dates and

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