From the course: Writing Email
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Personalize your message
- [Instructor] Personalizing your message is closely linked to understanding the purpose of your email, and understanding your audience because you need to determine what they already know, and what new information they need to know. It's easy when you're writing to a close colleague, but it's harder when you're writing to people you don't know as well. You might ask if the reader is internal, a coworker, for example, or external such as a client, or customer. Further, a repeat customer will be coming from a different place than a first-time customer. Your audience will also understand and expect different kinds of language and jargon. For example, your employees may know the difference between a pin brush and a bristle brush, but your customers may not. You can also ask whether your reader's likely to have a positive or negative reaction to your message, and whether you want to just give information, or you're trying to…
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