Writing clear work emails

Who this is for

It is for anyone who writes emails at work and wants them answered faster: new employees, people who write for a team, and anyone who tends to explain everything. Nothing here needs special software.

The structure at a glance

1. 1.Subject line: say the topic and the action, such as 'Decision needed by Thursday: venue for the team day'.
2. 2.Line one: the ask, in plain words.
3. 3.A few lines of context: only what the reader needs to answer.
4. 4.The next step: who does what, by when.
5. 5.A short sign off.

Ask first

Writers tend to tell the story in the order it happened. Readers want the opposite order: what do you need from me, and then why. Start with the request. If the email has two requests, number them. If it has no request, consider whether it should be an email.

Say who must act. 'Can we decide on a date?' could mean anyone. 'Can you pick one of these two dates?' is addressed to someone.

Give the right amount of context

Imagine the reader opens your email between two meetings. What is the least they need to know to answer? Include that. Leave out the history, the apologies, and the details they can find in a linked document. If a long explanation is truly needed, put it below the ask or in an attachment, and say so.

Worked example: rewriting a long email into five lines

Here is a first draft. It is made up, but it looks like the emails we all write.

Subject: Team day

Hi Sam,

I hope you're having a good week. I wanted to follow up on our conversation from last week about the team day. As you know, we've been discussing a few options. Priya mentioned that the park might be nice, but there's also the possibility of using the meeting room if the weather is bad, and I think the lunch could be catered or we could go out. I've looked at the calendar and it seems like the 14th or the 21st might work, though I'm not completely sure about the 21st because of the quarterly review. I was wondering if you might have a chance to think about which one you prefer and let me know at some point. Thanks so much, and sorry for the long email!

The reader has to dig for the question, and 'at some point' gives no deadline. Mark what the reader needs: two dates, one choice, a deadline. Now rewrite.

Subject: Pick a date for the team day by Thursday

Hi Sam,

Can you choose the 14th or the 21st for the team day, by Thursday?
The 21st is the week of the quarterly review, so it may be a busy one.
If you pick the 14th, I will book the park and the meeting room as a backup.
I will confirm with Priya once I hear from you.
Thanks, Jordan

That is five lines of content, down from about eight sentences. Check that nothing important was lost: the question, both dates, the one fact that affects the choice, the deadline, and the next step. What was cut: the greeting chat, the vague options nobody has decided, and the apology.

End with a clear next step

Close by saying what happens next and who does it. 'I will book the park once you confirm' tells the reader exactly what their answer unlocks. Use dates, not 'soon'. If you need nothing, say so: 'No reply needed.' That alone saves the reader a decision.

Edit by deleting

After your first draft, read it as the recipient and cross out anything they would not miss. Greetings beyond a plain hello, restating what they already know, hedges like 'I was just wondering if maybe', and apologies for length can all go.

Then check three things. Is the ask in the first two lines? Is there a date? Could someone who joined the thread late understand it without scrolling? If all three are yes, send it.

Use short paragraphs and, when you have several questions, a numbered list. A reader can then reply 'Yes to 1, no to 2' instead of rewriting your questions. Bold one key phrase at most, such as the deadline, and only if your mail program shows formatting to everyone.

Do the same with replies. If someone asks you a question, answer it in the first line, then add detail. 'Yes, the 14th works for me' followed by a reason is better than three paragraphs that end in the answer. Replying quickly with a short, clear message also helps the other person plan their own day.

If something goes wrong

• No reply. Wait until your deadline has passed, then reply to your own email with one line: 'Bumping this: can you pick a date by tomorrow?'
• A long thread went off topic. Start a new email with a new subject and a recap of the open decision.
• The email might read as rude. Short is not cold. A plain 'Could you' and 'Thanks' is polite enough in most workplaces.
• The matter is sensitive or complicated. Use a call instead, then send a short email summarizing what you agreed.

Keep it going

Keep your best emails as templates for requests you send often. When you want a second pair of eyes on a draft, DuckyHelper can read it on your screen and tell you out loud what the ask is. If you are sending something to a real person, you stay in charge of pressing send.