OVERVIEW OF THE STUDY
Rationale
In the era of the 4.0 Revolution, technology and the Internet have significantly transformed daily life, leading to an increased demand for online engagement across various sectors Businesses, in particular, rely heavily on technology for effective communication with customers Traditional methods such as phone calls and social media messaging often present challenges, including timing issues and a lack of professionalism, which can negatively impact customer perception As a result, the use of business email has emerged as a preferred communication trend, offering a more efficient and professional way to connect with clients.
The significance of English in business cannot be overstated, as it plays a crucial role in the growth and sustainability of companies in today's globalized economy With the rise of technology and international trade, proficiency in Business English has become essential for effective collaboration with foreign partners Companies that neglect this aspect risk losing valuable opportunities for long-term development This is particularly true for departments that frequently use English, such as the Import-Export department at MP Trade and Technical Limited Company, where Business English is integral to daily operations and communication with international clients Utilizing English not only facilitates engagement with foreign customers but also enhances the ability to attract new international prospects, ultimately expanding the customer base Consequently, the demand for English business emails has surged, highlighting their increasing necessity in modern business practices.
The staff at MP Trade and Technical Limited Company face challenges in adapting to new methods of contacting potential customers, particularly through English business emails Language and cultural differences hinder effective communication, leading to issues such as inappropriate language use, lack of professional greetings and closings, and missing subject lines Additionally, managing time for writing and selecting the appropriate times to send emails further complicate their efforts Addressing these difficulties is crucial for improving their email communication skills.
“A study on difficulties in writing English business email of Import-Export staff in Minh Phu Trade and Technical limited company” as my research topic for my graduation paper.
Previous studies
This article provides insights from leading experts on the use of English as a second language in the context of business email communication at the workplace A review of previous studies highlights significant data regarding staff performance when utilizing email to complete their assignments effectively.
There are some studies made by both foreign authors and Vietnamese authors:
In her 2015 study "Business Letters Writing in Business Communication," Aggoune Amina examined the impact of business letters on written communication practices at Intermat company The research highlighted the essential features of effective business letters and identified English as the primary corporate language used within the organization However, it also revealed challenges faced by employees, including communication difficulties with non-English speaking colleagues globally This study ultimately provided valuable insights for planning and crafting effective business letters.
In her 2017 study, Shafa Firda Nila identified four main classifications of errors in writing English business letters: morphological, lexical, syntactic, and mechanical errors These classifications encompass eight specific types of errors, including verb, noun, article, word choice, sentence structure, spelling, punctuation, and capitalization mistakes Nila also highlighted three primary factors contributing to these errors: language transfer, overgeneralization, and the context of learning Ultimately, the study aimed to pinpoint the challenges faced in English business letter writing and elucidate the underlying causes of these errors.
Related to language matter in correspondence, Shunhui Zha (2010) in
The article "Analysis of Language Features in Business Correspondences" identifies four key vocabulary characteristics in business communication: the use of specialized terminology, polysemy, conciseness, and the formal nature of language, along with the unique application of general words Building on these insights, the author outlines the structures, formats, and stylistic elements inherent in effective business correspondences.
In her 2010 analysis, Vu Thi Huong Giang identifies key techniques for writing effective English business letters, emphasizing the importance of attitude, positive emphasis, tone, and language She supports her conclusions with a comprehensive overview of definitions, significance, objectives, and formats of business letters, as well as various types of correspondence Additionally, she highlights common mistakes that writers often make when drafting English business letters.
As the significance of business emails continues to grow across various fields, research highlights their beneficial role in the workplace and the enhancement of writing skills To effectively craft English business emails, employees must first recognize the challenges they may encounter Understanding these difficulties is essential for overcoming them and improving writing proficiency This thesis specifically examines the obstacles faced by IE staff at MP Trade and Technical Limited Company in writing English business emails.
Aims and objectives of the study
This study focuses on enhancing the English business email writing skills of Import-Export staff at MP Trade and Technical LC, addressing their specific challenges The author anticipates that the findings will lead to a significant reduction in the difficulties faced by staff in composing English business emails, ultimately resulting in improved writing proficiency.
This study is made to answer two main questions:
• What are the difficulties that IE staff in MP Trade and Technical LC have to face when writing EBE?
• How have they and their manager done to improve their skills in writing EBE at workplace?
Research subjects
This study investigates the challenges faced by Import-Export staff at Minh Phu Trade and Technical Limited Company in writing English business emails It focuses on identifying the specific difficulties encountered in this task and proposes effective solutions to address these issues By the end of the research, the key obstacles in composing English business emails will be highlighted, along with actionable strategies to enhance the staff's writing skills in a professional context.
There are 15 respondents who are IE staff including seniors and interns and 1 manager in the company They will join this investigation by completing questionnaire and answering interview question.
Scope of the study
This study examines the challenges faced by Import-Export staff at Minh Phu Trade and Technical Limited Company in composing English business emails, along with potential solutions to enhance their English writing skills.
The investigation will involve 15 staff members from MP Trade and Technical Limited, including 10 senior employees, 5 interns, and 1 manager To participate in the IE department, all individuals must meet the minimum requirement of an Elementary (C2) level in accordance with the European framework.
Research methodology
Research methodologies primarily fall into two categories: quantitative and qualitative Researchers can utilize various methods such as interviews, questionnaires, observations, experiments, and case studies to gather data In this study, the author employs qualitative research to effectively collect and analyze data.
“Qualitative research is a process of naturalistic inquiry that seeks in-depth understanding of social phenomena within their natural setting It focuses on the
Qualitative research focuses on understanding the "why" behind social phenomena, emphasizing the direct experiences of individuals as they interpret meaning in their daily lives Instead of relying on logical and statistical methods, qualitative researchers employ various inquiry systems, such as biography, case studies, historical analysis, discourse analysis, ethnography, grounded theory, and phenomenology, to explore human experiences.
This study involves 15 staff members and 1 manager from the IE department at MP Trade and Technical LC, utilizing questionnaires and interviews as the primary research instruments for data collection, which will be elaborated on in the following sections.
A questionnaire is a research tool that comprises a series of questions designed to gather information from respondents It often includes a combination of close-ended and open-ended questions, allowing participants to elaborate on their thoughts Serving both qualitative and quantitative research purposes, a questionnaire can be presented in various formats, while a survey is specifically defined as a type of questionnaire.
A questionnaire is a straightforward research method that simplifies both the conducting and analyzing processes Its flexibility allows researchers to reach a large number of participants quickly, making it a cost-effective option Additionally, the numerical results generated by questionnaires facilitate easier data analysis.
An interview serves as a method for collecting information through a dialogue between an interviewer and an interviewee In a research interview, the interviewer guides the conversation by posing questions, while the interviewee provides answers These interviews can take place in person, via telephone, or increasingly through online platforms, showcasing the evolving landscape of data collection methods.
Interviews offer distinct advantages over the questionnaire method by allowing researchers to pose questions directly to respondents, facilitating a deeper exploration of topics This approach yields more accurate and specific results, enabling researchers to gather diverse answers and personal opinions that enrich their studies.
A questionnaire was conducted in the Import-Export department, where the researcher distributed 15 survey forms to staff members during lunchtime, successfully collecting all responses To ensure clarity and accuracy, the survey questions were provided in Vietnamese, with an English version created for reference The questionnaire included five open-ended questions and six closed-ended questions pertinent to the research topic, featuring both single-answer and multiple-choice options for respondents.
So, total figures are not always 100% for all questions
Following the completion of the questionnaire research, interviews were conducted with five IE staff members, including three seniors and two interns, along with one manager Each interview consisted of three questions for the staff and one for the manager, all presented in Vietnamese to ensure clarity and accuracy in responses All six interviewees participated fully, providing detailed insights that enhanced the validity of the research findings The interviews were recorded, and the author subsequently summarized the responses in the research findings section.
The author will present conclusions drawn from data collected using various tools, showcasing the findings through percentage rates, charts, and tables to enhance the credibility of the study.
This article addresses two key issues: the challenges staff encounter when writing English business emails and potential solutions to enhance their writing skills By overcoming these difficulties, employees can utilize emails more effectively in the future.
Organization of the study
This study has been organized in the following way:
Chapter 1: Overview of the study includes rationale of the study, related previous studies, aims of the study, research subjects, scope of the study, research methodology and organization of the study as well
Chapter 2: Literature review aims to give detail information about the theoretical of business emails and the common difficulties in writing English business emails and suggested solutions as well
Chapter 3: Research findings give the data analysis results of investigation and some conclusions about those results
Chapter 4: Recommendations and suggestions will offer some measures for the difficulties when writing English business emails and show recommendations for the next studies
In conclusion, this chapter summarizes the research on EBE writing skills among IE staff at MP Trade and Technical LC, highlighting key findings and acknowledging certain limitations Additionally, the author offers suggestions for future research to further explore this important area.
LITERATURE REVIEW
The application of EBE
According to Kristi Roddey (2012), an EBE is used for these purposes:
Email serves as an efficient communication tool for disseminating essential information, such as notifying all employees about new office policies or the arrival of important visitors It ensures that crucial updates reach everyone without requiring responses, making it a swift and effective way to keep staff informed.
Email marketing often outperforms print media due to its ability to easily reach target audiences, personalize messages with recipients' names, and include direct links to your organization's website This method is quick, convenient, and highly effective for advertising and marketing purposes.
Email serves as an efficient communication tool for negotiations, allowing for the clear presentation of facts and figures It is faster than traditional mail and enables easy documentation of discussions By accessing email archives, you can quickly retrieve specific quotes, ensuring both parties have access to the same information.
There are mainly five factors which create the importance of EBE to the company (page 2, ”Business correspondence”,2018) They are:
In today's globalized business environment, maintaining effective relationships is crucial as production and consumption occur across diverse locations With business owners and customers often residing far apart and lacking the time for personal interactions, the significance of email communication has surged This necessity is driven by the rapid expansion of businesses and the growing demand and supply of goods, highlighting the essential role of written correspondence in fostering connections.
• Inexpensive and convenient mode: business information can be provided and obtained economically and conveniently through emails
Building and sustaining goodwill is essential for businesses, as they often reach out to customers via email to address complaints and gather suggestions Additionally, informing customers about new product launches and clearance sales fosters positive relationships, ultimately enhancing the overall goodwill of the company.
Emails provide a reliable way for traders to document important facts and figures discussed in business conversations, ensuring they have a record to reference This documentation can serve as crucial evidence in the event of disputes between parties.
Effective business expansion relies on access to crucial information about competing products, pricing, promotions, and market activities Instead of wasting time chasing information, traders can utilize business emails to efficiently gather inquiries about products and markets This streamlined communication not only facilitates order reception from various countries but also significantly boosts sales.
Difficulties in writing English business emails and suggested solutions
Previous studies conducted by various researchers have explored the challenges associated with writing in English for Business and Economics (EBE) Each author presented their unique perspectives, leading to a diverse range of insights regarding the difficulties faced in this area These studies offer valuable observations based on different facets of the topic, providing a comprehensive understanding of the issues at hand.
2.3.1 Different language and different culture between two nations
According to Bridget Malicki (2017),” Due to time-zone differences and occasional language barriers, much of our business communication is done over email
Understanding cultural nuances and communication styles is crucial for effective email business exchanges (EBE) Language and cultural differences significantly impact EBE writing Three key factors influencing EBE skills include the importance of cultural context, the challenges posed by different time zones, and the need to tailor email content to the audience.
Cultures vary significantly in their communication styles, a distinction famously articulated by Edward T Hall through his concepts of low-context and high-context cultures.
Figure 2.1: The concepts of low-context and high-context cultures
Understanding the distinction between low-context and high-context communication is crucial for effective business interactions In high-context cultures, such as Japan, India, and China, messages require extensive background information for clarity, whereas low-context cultures, often rooted in Western Europe, convey information more explicitly While low-context business communications may include pleasantries, they are not essential for transactions In contrast, high-context cultures emphasize the importance of detailed and courteous communication, making it vital to include comprehensive information in emails to customers from these regions.
Understanding cultural differences in emotional expression is crucial in business Cultures can be categorized as affective or neutral; affective cultures, such as the United States, Italy, France, and Singapore, openly display emotions, whereas neutral cultures like Japan, Indonesia, and the United Kingdom tend to regulate their emotional expressions It's essential to recognize that the absence of visible emotions in business communications does not imply weakness in affective cultures or coldness in neutral cultures.
Writing Effective Business Emails (EBE) can be challenging due to the differing communication styles between nations Writers who accurately understand their partner's cultural context can enhance their email writing skills and improve satisfaction However, non-native English speakers often struggle to identify these communication styles, making it difficult for them to compose EBE appropriately.
2.3.1.2 Timing: It’s not just about different time-zone
Understanding the significance of time in cross-border communication is crucial, as cultural perceptions of time can vary greatly Cultures can be categorized as sequential or synchronic; sequential cultures view time as a precise and limited resource, while synchronic cultures see it as a flexible guideline In sequential business environments, punctuality is critical, whereas in synchronic settings, meetings are more about intention than strict timing For instance, in Malaysia or Singapore, it’s common for participants to join meetings at their convenience, unlike in sequential cultures where such behavior would be unusual Therefore, staying attuned to customer requests and maintaining flexibility in communication is essential for successful international business interactions.
Different countries operate in various time zones, leading to discrepancies in work schedules When it’s business hours in one nation, it may be outside of working hours for its partners, which can result in delayed email responses if writers are unaware of these differences This lack of understanding can negatively impact productivity and lead to partner dissatisfaction The time zone variations create challenges for staff, particularly when composing essential emails such as quotations and replies, which need to be sent promptly to meet the demands of potential customers, especially for product-focused businesses.
Understanding this difficulty, Karen Hertzberg (January 5, 2018) researched and showed solutions to limit it These suggestions are the best time and the best day to send business emails
❖The best day to send emails
Studies indicate that Tuesday is the optimal day for sending emails, making it ideal for important campaigns or pitches, such as requests for promotions Research shows that emails sent on this day are more likely to be opened compared to any other day of the week.
Thursday is the second-best day to send emails, making it an ideal choice for follow-ups A recommended strategy is to send the initial email on Tuesday, followed by a follow-up on Thursday for optimal engagement.
Wednesday is considered the third most effective day for sending emails, highlighting the advantages of mid-week communication Additionally, research indicates that both Saturday and Sunday can also be optimal days for distributing marketing emails.
❖The best time to send emails
Research indicates that the optimal time to send an email is 10 a.m., with 11 a.m also being highly effective Interestingly, the period between 8 p.m and midnight is the second-best time, as many people check their emails before bed Additionally, 6 a.m is significant since many individuals check their emails first thing in the morning The afternoon, particularly around 2 p.m., is also promising, as it occurs toward the end of the workday when people are often seeking distractions.
2.3.1.3 Observation of the audience about your email content
Effective business communication in English can be challenging, especially when emailing non-native speakers To ensure clarity and avoid misunderstandings, it is crucial to write emails that are both concise and detailed While American emails often tend to be lengthy, many other cultures prefer brevity to enhance comprehension.
Observations reveal that individuals from diverse countries exhibit distinct writing styles and etiquette in English business emails (EBE) due to their varied backgrounds This diversity makes it challenging to assess the quality of a single email, as it may not align with the expectations of international partners Consequently, crafting emails that effectively satisfy partners becomes a more complex task.
There are some aspects that the audience uses to observe the writer’s EBE:
The email format provided by partners for observation includes essential elements such as email length, structure, and overall organization, allowing the audience to understand the key components of effective communication.
• Style of writing: it is one of things that the audience uses to observe EBE
Qualities of EBE
According to Translation and Interpreting department, Faculty of English,
Thuongmai University, there are seven qualities that a good email should have ( page 2, “Business correspondence”, 2018) They are:
When composing business emails, it is essential to use simple and clear language Avoid complex vocabulary, as readers should not need to consult a dictionary to understand your message Keeping communication straightforward enhances readability and ensures your points are effectively conveyed.
Clear language is essential for effective communication, ensuring that the recipient understands the message quickly and accurately Ambiguous wording can lead to confusion, undermining the letter's purpose For a message to be successful, it must be interpreted by the recipient in the same way it was intended by the sender.
Emails must prioritize accuracy, ensuring that all statements reflect the sender's knowledge to the best of their ability This commitment to accuracy includes using correct grammar, spelling, and punctuation, thereby eliminating any errors in language usage.
• Completeness: a complete email is one that provides all necessary information to the reader
• Relevance: email should contain only essential information Irrelevant information should not be mentioned while write a business email
• Courtesy: courtesy wins the heart of the reader In business email, courtesy can be shown by using words like please, thank you, ect
• Neatness: a neatness email is always impressive.
Some EBE samples
RESEARCH FINDINGS
The results of research and data analysis
❖ Question 1: The staff’s English certificate
In the first question of questionnaire “What is your English certificate or equivalent level now?”, the answer was obviously shown in the following pie chart:
From the above pie chart, it is noticeable that there were 53% of staff (equal to
In the department, 53% of the staff are at the Upper Intermediate level (B2), while 26% hold Advanced qualifications (C1) Additionally, 13% of employees are at the Intermediate level (B1), and only 8% are at the Elementary level (A1) Notably, there are no employees with a C2 English certification.
Despite a significant proportion of staff reaching the Upper Intermediate level in English, it is crucial for them to enhance their language skills promptly, as their primary responsibilities require proficient English usage Evaluating their English proficiency will directly impact their EBE writing skills and the challenges they encounter while composing EBE documents.
The second question assessed the duration of employment and experience of the staff in the IE department, asking, "How many years have you worked in the IE department?" The results are summarized in the table below.
Item No Option The results (%)
The survey revealed that 40% of the staff, or 6 employees, have been with the company for less than one year The largest group consists of employees who have worked for one to three years, making up 33% of the workforce In contrast, those with three to five years and over five years of service represent only 14%, totaling 2 employees.
The work experience of staff significantly influences their ability to write Effective Business Emails (EBE) Analysis shows that increased experience correlates with improved EBE writing skills Consequently, employees with less time in the Information Engineering (IE) department often struggle with crafting effective emails It is evident that many staff members in the organization face challenges in writing EBE and require skill enhancement to produce more effective email communication.
❖ Question 3: Time for writing EBE of the staff
The third question explored a significant challenge faced by staff: the amount of time dedicated to writing emails during work hours Employees were asked to quantify their daily email writing time, with the results illustrated in a pie chart.
Chart 3.2: The time for writing EBE a day of staff
The data indicates that a significant portion of the company's staff dedicates considerable time each day to writing emails Specifically, 60% of employees spend over four hours daily on this task, with 33% allocating more than five hours and 27% spending between four to five hours.
Six out of fifteen staff members spent less than three hours writing the EBE, which is efficient given their additional responsibilities related to IE Works.
Many employees in the company experience significant stress due to the extensive time spent on writing emails during the workday This challenge highlights one of the key difficulties they encounter in their daily communication tasks.
❖ Question 4: Time for sending EBE of the staff
The survey aimed to determine when staff typically send emails to their customers, as indicated by the question, "When do you usually send emails to your customers?" The responses are illustrated in the accompanying bar chart.
2-3 hours4-5 hoursMore than 5 hours
Chart 3.3: The time for sending EBE of staff (%)
The bar chart indicates that the majority of staff preferred to send EBE to their partners during late morning and afternoon, accounting for 72% and 84% of the total, respectively This trend can be attributed to these times coinciding with the primary working shifts at the workplace However, despite the high volume of messages sent during these periods, the effectiveness level was notably low, with both time slots achieving only 24%, significantly less than other groups.
The analysis revealed that certain times were less favorable for sending EBE to staff partners, with only 8% opting for early morning, 24% during noon, and 10% in the evening Notably, no participants selected other times Despite these low engagement rates, the effectiveness of EBE during these periods was significant, achieving 53%, 63%, and 72% respectively.
Staff sending EBE during peak morning and evening hours reported delays in receiving email responses from customers In contrast, those who sent EBE early in the morning, at noontime, or in the evening experienced prompt replies from customers.
In summary, the staff in the company's IE department miscalculated the timing for sending their EBE to the partner, resulting in reduced work effectiveness.
In the evening (6 p.m-midningt)Sending time Effect level satisfied Therefore, the sending time is considered as one of the difficulties in writing EBE of the staff in the company
❖ Question 5 and 6: Main difficulties that the staff have to face in writing EBE
In response to the fifth question, "Do you have difficulty in writing English business emails with customers?", all staff members (100%) acknowledged facing significant challenges in composing emails for their customers They noted that both senior employees and interns encountered varied issues when communicating with foreign clients, primarily due to differences in knowledge and experience Additionally, a common struggle among all staff was the limited time available for writing English business emails during work hours.
Main findings and discussion
The findings from the questionnaires and interviews conducted with IE staff at MP Trade and Technical LC provide valuable insights related to the two research questions.
3.2.1 The difficulties that the IE staff in MP Trade and Technical LC have to face in writing EBE
According to the questionnaire and interview responses, all staff members acknowledged facing significant challenges in writing effective emails during work hours They identified two primary obstacles: the differences in language and culture between the two nations, and the overwhelming workload they experience.
Many employees report that dedicating excessive time each day to writing emails is their greatest challenge This prolonged pressure negatively impacts both their productivity and the quality of their correspondence As a result, they often feel fatigued and struggle to concentrate on their primary task of composing effective emails Consequently, this leads to numerous errors in their messages, failing to meet customer expectations.
One significant challenge identified by the staff is the cultural and linguistic differences between two nations, particularly exacerbated by varying time zones Many senior employees struggle to determine the optimal times for sending emails, leading to potential miscommunication Additionally, each nation and company has its unique writing style, making it difficult for staff to fully understand and meet the expectations of their international partners Furthermore, cultural context plays a crucial role, as misunderstandings can arise from differing cultural norms, potentially resulting in negative impacts on the company.
Some staff members encounter challenges due to an abundance of specialized terminology and insufficient grammar skills, which hinder their effectiveness and create obstacles that need to be addressed.
3.2.2 Some possible solutions to improve IE staff’s skills in writing EBE
Analysis of the questionnaire and interview responses reveals a strong desire among all staff to enhance their writing skills in English for Business Email (EBE) at work They recognize the challenges they encounter daily while composing emails and are motivated to address these issues for improved communication.
To enhance writing skills, various tailored solutions are available, each addressing different levels of difficulty The staff recommends four specific strategies aligned with these levels, ensuring that writers can effectively improve their abilities based on their unique challenges.
• Learning more about their partner’s context culture
• Finding out about their partner’s time-zone
• Learning more about their partner’s observation to their emails
• Learning to manage their time for writing EBE a day
In addition to the previously mentioned challenges, there are several effective solutions, including the implementation of grammar sessions and specialized vocabulary classes tailored for employees within the company.
In conclusion, IE staff at MP Trade and Technical LC encounter numerous challenges when writing EBE emails To enhance their skills and increase efficiency, it is essential for them to implement effective strategies in their email communication.
RECOMENDATIONS AND SUGGESTIONS
How to deal with the different language and culture between two nations
4.1.1 Solutions for cultural context matters
From point of view of the author, context is very important in international business environment So there are some suggestions that the author give the readers as following points:
• Consider whether you are emailing a low-context culture (US, England, Germany) or a high-context culture (China, India, Japan, Middle East, Spain)
Understanding cultural differences in business communication is essential, particularly through Edward T Hall's distinction between low-context and high-context cultures In low-context cultures like the US, there is an emphasis on time, directness, and efficiency, leading to a preference for straightforward communication in emails without unnecessary pleasantries Conversely, high-context cultures prioritize detail and the importance of relationships, viewing email as a medium that requires more thoughtful interaction rather than a quick exchange.
To effectively engage with readers from high-context cultures, it's essential to personalize your emails Incorporate a few sentences that foster a personal connection, such as inquiring about their family or discussing relevant topics beyond business This approach not only enhances relationships but also demonstrates cultural sensitivity, making your communication more impactful.
Utilizing effective email communication in business enhances relationship-building with international clients and partners, fostering long-lasting collaborations and greater opportunities By writing for a global audience, we gain insights into diverse cultural habits and behaviors, which not only deepens our understanding of others but also enhances our self-awareness This reflection allows us to refine our expression through varied communication styles, increased sensitivity, and improved communicative skills.
4.1.2 Solutions for different time-zone
There are some suggestions to deal with the difficulty of different time-zone from point os view of the author:
When collaborating with a partner in a different time zone, it's essential to understand their local time You can easily learn about time zones by utilizing online resources or reading relevant books This knowledge will enhance communication and foster a more productive partnership.
To ensure effective communication across different time zones, it's essential to develop the habit of sending a brief acknowledgment message upon receiving a request Delays in response can lead to significant gaps in communication, as a one-day wait for you may translate to two days for your recipient due to overlapping work and sleep hours.
Establishing a routine of providing specific details regarding dates and time zones is essential for effective international communication Clearly indicating when you expect a reply fosters professionalism, respect, and goodwill, ultimately enhancing relationships and ensuring tasks are completed efficiently.
•Make sure to specify time zones or refer to international standards, such as Greenwich Mean Time (GMT) or Universal Coordinated Time (UCT) for clarity
•Acknowledge receipt of an important email from overseas, even if you need more time to complete the request
4.1.3 Solutions for judging observation of the reader to emails
In international email correspondence, it's essential to adopt a global English standard rather than relying on American idioms, phrasal verbs, or slang As English has become the primary means of communication in global business, developing a practical and purposeful approach will enhance understanding among diverse partners To ensure effective communication, consider these suggestions to meet the expectations of your international counterparts when crafting your emails.
•Focus on general business or commercial terms, rather than specialist vocabulary
•Check whether the words you choose are readily found in most standard English language dictionaries if you plan to use jargon or technical terminology
•Take care when using humor and irony, as these forms of expression are easily misunderstood outside their cultural context
•Review appropriate forms of dates, times, and other units of measurement For example, 12/1/15 means 12 January 2015 abroad while in the US, it means December
•Send emails you would like to receive: put the topic in the subject line, summarize the context, clearly state the purpose and keep it short.
Staff’s English level (%)
From the above pie chart, it is noticeable that there were 53% of staff (equal to
In the department, 53% of employees are at the Upper Intermediate level (B2), with 26% classified as Advanced (C1), 13% at Intermediate (B1), and 8% at Elementary (A1) Notably, there are no staff members holding a C2 English certificate.
Despite a high percentage of staff at the Upper Intermediate level, it is crucial for them to enhance their English proficiency promptly, as their primary responsibilities involve using English The evaluation of their English skills directly impacts their EBE writing abilities and the challenges they face while writing in EBE.
The second question assessed the tenure and experience of staff within the IE department by asking, "How many years have you worked in the IE department?" The responses are summarized in the table below.
Item No Option The results (%)
The survey revealed that 40% of the staff, equivalent to six employees, have been with the company for less than one year The largest group consists of employees with one to three years of service, making up 33% of the workforce In contrast, those who have worked at the company for three to five years and over five years collectively represent only 14%, or two employees.
The work experience of staff significantly influences their ability to write Effective Business Emails (EBE) Analysis shows that greater experience correlates with improved EBE writing skills Consequently, employees with less time in the Information Engineering (IE) department often struggle with crafting effective emails This indicates that many staff members face challenges in EBE writing and require skill enhancement to produce more effective emails.
❖ Question 3: Time for writing EBE of the staff
The third question addressed a significant challenge faced by staff: the amount of time dedicated to writing emails at work Employees were asked to indicate their daily email writing time, and the results are illustrated in the accompanying pie chart.
The time for writing EBE a day of staff(%)
The chart indicates that a significant portion of the company's staff dedicates considerable time each day to writing emails Specifically, 60% of employees spend over four hours daily on email communication, with 33% of them exceeding five hours and 27% allocating between four to five hours.
Six out of fifteen staff members spent less than three hours each on writing the EBE, which is appropriate given their additional responsibilities related to IE Works.
Many employees in the company experience significant stress due to the extensive time required to write emails during the workday This challenge highlights the difficulties they encounter in managing email communication effectively.
❖ Question 4: Time for sending EBE of the staff
The survey aimed to determine the typical timing for staff to send emails to their customers, with the question, “When do you usually send emails to your customers?” The responses are illustrated in the accompanying bar chart.
2-3 hours4-5 hoursMore than 5 hours
The time for sending EBE of staff (%)
The bar chart illustrates that the majority of staff chose to send EBE to their partners during late morning and afternoon, accounting for 72% and 84% of the total responses, respectively This preference aligns with the two primary working shifts at the workplace However, despite the high volume of EBE sent during these times, the effectiveness levels were notably low, with both periods achieving only 24%, significantly lower than other time groups.
The analysis revealed that sending EBE to staff partners during early morning, noon, and evening was ineffective, with participation rates of only 8%, 24%, and 10% respectively In contrast, the effectiveness of these times was significantly higher, achieving 53%, 63%, and 72%.
Staff members who typically send EBE during peak morning and evening hours reported a lack of timely responses from customers In contrast, those who opted to send EBE early in the morning, at noon, or in the evening experienced quicker email replies from their clients.
In summary, the staff in the company's IE department miscalculated the timing for sending their EBE to the partner, which negatively impacted work effectiveness.
In the evening (6 p.m-midningt)Sending time Effect level satisfied Therefore, the sending time is considered as one of the difficulties in writing EBE of the staff in the company
❖ Question 5 and 6: Main difficulties that the staff have to face in writing EBE
In response to the fifth question, "Do you have difficulty in writing English business emails with customers?", all staff members acknowledged significant challenges in composing emails for their customers Both senior employees and interns reported varying issues due to their differing levels of knowledge and experience Additionally, a common struggle identified by all staff was the limited time available for writing English business emails during work hours.
The sixth question aimed to identify the primary challenges faced by staff when composing English business emails, specifically asking, "What difficulties do you encounter when writing English business emails?" The responses to this question are summarized in the table below.
Item No Option The result (%)
1 The different language and culture between two nations 74
2 A large number of emails written a day 85
Table 3.2: Main difficulties that the staff have to face in writing EBE (%)
Staff reported facing significant challenges when writing emails to customers, including language and cultural barriers, time constraints due to excessive email writing, and difficulties in choosing the optimal time to send messages.
Many staff members in the IE department acknowledged that their primary focus was on understanding the content of emails, while neglecting aspects such as writing style and structure that reflect the cultural nuances of their partners Additionally, the high volume of emails they were required to produce led to a normalization of errors in their correspondence.
Many staff members faced challenges with English grammar and the use of specialized terminology, with these issues affecting about 70-80% of the workforce One intern highlighted her struggle due to her limited knowledge of the company's primary product, the printing machine, which made it difficult for her to effectively use industry-specific language when writing EBE.
❖ Question 7: The most difficult thing of the staff in writing EBE
In a recent survey, staff members were asked to identify the most challenging aspect of writing an EBE, with the question: "What difficulty do you face the most?" The responses were visually represented in a pie chart, highlighting the various obstacles encountered during the writing process.
The staff’s most difficult thing in writing EBE (%)
The pie chart indicates that 26% of staff reported spending excessive time on writing tasks, highlighting that work overload is the primary challenge they face when completing EBE during working hours This pressure makes it nearly impossible to finish all emails accurately, leading to the conclusion that workload is the most significant difficulty experienced by employees in the company.
Additionally, it is important to highlight that challenges related to cultural context, audience observation, varying time zones, and optimal email timing were significant, with each difficulty accounting for approximately 13% and 20% respectively.
Cultural context matters Different time-zone Observation of the audience
Too much time for writing Determining sending time Others
The challenges faced by staff were less significant compared to issues related to time zones and workload While cultural and language barriers persisted, the team dedicated considerable effort to writing EBE, which allowed them to gain valuable knowledge and experience This investment of time and effort contributed to a reduction in difficulties compared to those arising from time-related factors.
In conclusion, the company staff faces numerous challenges in writing EBE, highlighting the need for them to enhance their writing skills to overcome these obstacles effectively.
❖ Question 8: Specific difficulties that the staff have to face in writing EBE
This question contained 10 expressions for the staff to judge how difficult they felt In each of expression, there were five level to choose (strongly agree (5), agree
(4), neutral (3), disagree (2) and strongly disagree (1)) and the total percent was 100% The answers were described in the below table:
1 I cannot determine types of context when I write my business English email 39 40 13 8 0
2 I cannot determine types of timing culture when writing
3 I cannot decide the length of my English business emails 13 26 33 28 0
4 I sometimes use slangs and idioms in my business
5 I cannot judge the audience when writing English business emails 33 40 13 14 0
6 It is difficult to write my English business emails with clear and easy to understand 13 14 40 25 8
7 I cannot consider the cultural differences when writing 33 26 33 8 0
8 I cannot manage time for writing my business letters properly 40 33 27 0 0
9 I cannot determine suitable time to send emails 53 33 14 0 0
10 I feel too stressful when writing too many emails a day 60 32 8 0 0
Table 3.3: The staff’s observation about the difficulties in writing EBE(%)
The data indicates that a significant majority of IE staff at the company either strongly agree, agree, or remain neutral regarding the challenges they encounter while writing EBE in the workplace.
The majority of staff, accounting for up to 60%, expressed strong agreement or agreement regarding their experiences, with percentages gradually decreasing to 50% and 40% Conversely, the number of employees who disagreed or strongly disagreed was minimal, with no one selecting these options This indicates that very few staff members encounter difficulties, suggesting that writing EBE is not perceived as challenging by the majority.
The article highlights four primary challenges encountered when writing Effective Business Emails (EBE), which include cultural context, time-zone differences, audience perceptions of emails, and information overload Notably, time-zone differences emerged as the most significant difficulty, with 33%, 40%, and 53% of respondents strongly agreeing about this issue in expressions 2, 8, and 9, respectively In contrast, the neutral and other response groups reported zero percent agreement Overall, it is evident that the most pressing challenge faced by staff is navigating the time-zone discrepancies between the two nations.
A significant 60% of staff reported feeling overwhelmed and fatigued by the high volume of emails they needed to manage daily In contrast, only 13% of employees strongly agreed with expressions related to their observations of the audience regarding emails, indicating that these observations did not significantly contribute to their stress levels This suggests that the impact of audience feedback on email communication was less challenging for staff compared to the demands of writing numerous emails.
❖ Question 9: The staff’s observation about the importance of improving EBE writing skills
Staff responses to the question regarding the importance of enhancing EBE writing skills in the future reveal a strong consensus on the necessity of improvement The feedback highlights a recognition of the value of effective EBE writing for professional development and communication Overall, the data indicates a clear desire among staff to advance their EBE writing capabilities, underscoring its significance in their roles.
Item No Option The result (%)
Table 3.4: The staff’s observation about the importance of improving EBE writing skills (%)
All staff members recognized the need to enhance their writing skills in EBE at the workplace, with 87% indicating that it is "very necessary" to improve Only a minimal number selected "necessary," and no one chose the other options, highlighting a unanimous acknowledgment of the challenges they face in their roles This collective desire to improve writing skills reflects their commitment to achieving greater success at work.
❖ Question 10: Some suggestions to improving EBE writing skills for the staff
The inquiry aimed to explore how staff enhance their English business email writing skills, specifically asking, "What have you done to improve your skills in writing English business emails?" The responses are illustrated in the chart below.
To enhance your relationship, it's essential to understand your partner's cultural context, as this fosters deeper connections Additionally, being aware of your partner's time zone can improve communication and scheduling Observing how your partner engages with your emails will provide insights into their preferences and responsiveness Finally, effective time management for writing your EBE daily is crucial for maintaining consistency and quality in your correspondence.
The staff’s ways to improve EBE writing skills (%)
The chart revealed that the most favored method for improving EBE writing skills among staff was "learning to manage time for writing EBE daily," chosen by 90% of respondents Following closely, 80% indicated the importance of "finding out about a partner’s time zone." These preferences align with the challenges identified in question 7, where staff expressed difficulties in writing EBE Thus, these factors influenced their selection of solutions to enhance their email writing skills.
The other two options, first and third, had staff engagement rates of 60% and 50%, respectively The lower percentages compared to the previous solutions can be attributed to similar factors, including the varying levels of difficulty that staff encounter when writing EBE.
Besides, a very few percent of others group were chosen (only 13% equal to 2 staff) These staff shared that they tried to improve grammar matters which made them
Many individuals make frequent mistakes in their emails To improve communication, they are increasingly investing effort into expanding their vocabulary with specialized terminology, ensuring that the intended meaning of their messages is clear.
In conclusion, all employees in the company aspire to enhance their writing skills through various methods, with the goal of producing high-quality EBE that effectively meets customer needs in the future.
❖ Question 11: Some suggestions for the manager as well as the company to improve the staff’s EBE writing skills.
The final question of the questionnaire sought to identify potential strategies for the manager of the IE department to enhance their staff's writing skills, specifically regarding English business emails Participants were asked, "In your opinion, how can the manager and the company assist you in improving your writing skills?" The collected responses are summarized in the table below.
Item No Option The results (%)
1 Organize training session about culture knowledge of the main partners
2 Encourage the staff to share together experiences and skills in writing emails to foreign partners
3 Decrease the time for writing emails at work 100
4 Organize some vacations a year to reduce stress at work and stimulate the staff’s ability
Table 3.5: Some suggestions for the manager as well as the company to improve the staff’s EBE writing skills (%)
All staff in the department unanimously agreed on the third solution, advocating for a reduction in the time allocated for writing EBE, achieving a total consensus of 100% (15 staff members) Additionally, the fourth solution, which proposed offering vacations to alleviate work-related stress, was favored by 92% of the staff This initiative aims to enhance productivity by allowing employees to perform their tasks to the best of their abilities.
Two effective solutions emerged, with 60% of respondents advocating for organizing training sessions on cultural knowledge of key partners, and 52% supporting initiatives that encourage staff to share experiences and skills in writing emails to foreign partners In contrast, only 13% of the staff expressed a desire for grammar sessions to enhance their writing skills, highlighting a significant opportunity for improvement in communication within the company.
The challenges faced by individuals directly influence their motivation to enhance their writing skills; as they encounter more difficulties, their desire for improvement increases significantly.
3.1.2 The results from interview questions
There are four questions in interview research instrument These questions were asked to five IE staff (including two interns and three seniors) with question 1, 2,
3 and one manager in the department with question 4 to collect details for this study
❖ Question 1: What difficulty do you have to face most in writing English business emails? Why?
Two interns highlighted that the primary challenges they faced were the cultural and language differences between their nations, particularly regarding cultural context and audience perception of emails They noted that as interns, they lacked sufficient time to fully grasp their partner's culture, making it difficult to identify whether the context was low or high and to navigate time zones This lack of understanding also affected their ability to gauge how their emails were received by readers.
Three senior staff members reported that their daily challenge is work overload, which leads to significant stress and fatigue They mentioned that the high volume of emails they need to write to customers contributes to their difficulties, resulting in frequent mistakes in their correspondence.
❖ Question 2: “What do you think about the suitable time to send emails to your partners? What time do you often send emails to your customers?”
When asked this question, there was the difference between two groups of respondent:
Forty percent of interns reported that they exclusively sent emails to customers during working hours, typically in the morning between 8 a.m and 11 a.m., and in the afternoon from 2 p.m to 6 p.m.
In a recent survey, 60% of senior staff indicated that evenings could be an effective time to send emails to partners However, they noted that their responsibilities at home, including housework and childcare, limited their ability to send numerous emails after hours Consequently, the majority of email communication still occurs during working hours.
❖ Question 3: “What do you do to improve your skills in writing English business emails?”
Respondents expressed their desire to enhance their English Business Email (EBE) writing skills by effectively managing their time dedicated to composing emails at work They noted that this approach would help alleviate the overload associated with writing EBE and gradually reduce the pressure they experience in this task.
To implement this, they intend to suggest this matter to their boss to have more comfortable timetable in writing EBE
Eighty percent of staff expressed their intention to explore the partner's culture to better understand the cultural context and time zone Additionally, they plan to adjust their writing style to align with customer preferences, ensuring that emails are more effectively received and understood.
One staff member expressed her intention to learn the specialized vocabulary and phrases commonly used in emails, acknowledging her current lack of knowledge as a new employee in the department She emphasized the importance of gaining this expertise to improve her writing in EBE (English for Business and Employment).
Question 4: “As for the manager, what practical solutions can the company improve the skills of the staff in writing English business emails?”