FORMAL EMAIL (APTIS)
INTRODUCCIÓN
Se denominan emails formales a quellos que se les escribe a personas que no conocemos o que forma parte de una institución a la que escribimos como por ejemplo el director de una empresa, un club o cualquier tipo de institución. Incluiremos de este tipo de emails a aquellas personas que conozcamos o no, tengan una relación formal o laboral con nosotros. No escribiremos este tipo de email cuando escribamos a amigos y familiares en situaciones informales.
Un email formal debe tener un lenguaje formal, pero también una estructura determinada. Todas las características del lenguaje formal se han estudiado en el apartartado correspondiente.
ESTRUCTURA
Existen distintas maneras genéricas de abrir el email o carta formal. Algunas de ellas pueden ser las siguientes:
- To whom it may concern,
- Dear Editor,
No obstante, la manera más común de empezar un email formal, y las que más comúnmente usaremos nosotros en nuestros emails o cartas, es mediante el empleo de las estructuras:
1. Si SÍ conocemos el apellido de la persona a la que nos dirigimos.
- Dear Mr Smith,
- Dear Ms Smith,
- Dear Mrs Edwards, (esta se usa menos, pues está dirigido a mujeres que sabemos que están casadas)
2. Si NO conocemos el apellido de la persona a la que nos dirigimos.
- Dear Sir or Madam,
- Dear Sir / Madam,
Debemos prestar mucha atención en el enunciado del ejercicio si nos dan el apellido de la persona a la que estamos escribiendo. Dependiendo de si lo sabemos o no debemos elegir uno u otro tipo de frase de apertura y de cierre del email.
“Esto es muy importante, ya que tanto la apertura como el cierre del email depende de si sabemos el apellido de la persona a la que estamos escribiendo.”
Los emails formales van directos al grano. Al no conocer a la persona a la que escribimos, no debemos meternos en frases personales. Directamente escribimos (tras la apertura) el motivo de nuestro email. Para hacer esto podemos utilizar alguna de las siguientes estructuras:
Si escribimos un email de queja.
- I am writing to express my dissatisfaction with…
- I feel compelled to write to you in order to describe the…
Si escribimos un email de respuesta o para solicitar trabajo.
- I am contacting you regarding...
- I am writing in response to…
- I saw your notice/advert in…
Hay muchas expresiones formales que nos pueden ser útiles para emplear en el cuerpo del email para cumplir con las distintas cosas que se nos piden. Por ejemplo.
Enumerando los distintos asuntos/temas en el cuerpo:
- First of all…
- Another point is…
- Finally,…
- On top of that…
- Moreover,… / additionally,… / furthermore,…
- Not only (+ inversión) but… (Gramática avanzada de nivel C1)
Ejemplos para expresar nuestros sentimientos:
- While I understand that you have limited financial resources, the changes that you have introduced are, I feel, unwarranted. (Expresando lo que sentimos ante un cambio que no nos gusta en un servicio)
- I am unhappy about the inconvenience this situation is causing us. I really believe that this issue will cause some members to drop out.
Expresiones de queja:
- The (service / food / etc) was not up to the expected standard.
- The (service) failed to live up to my expectations.
- I was left bitterly disappointed by (the proposed changes)
- The quality of the (service) has been woefully inadequate.
Solicitando que se tomen cartas en el asunto:
- It seems only fair that you should (offer a full refund).
- I would appretiate it if you…
- I would be grateful if you…
- I was wondering if you would be so kind as to (give me some information on)…
Haciendo peticiones educadas.
- Would it be possible for you to…?
Haciendo recomendaciones:
- I strongly recommend that your organisation…
- It would be advisable to…
- I suggest re-evaluating your procedures regarding…
- In the interests of offering a fair service to your customers, might I suggest that you…?
Ofreciendo soluciones:
- You might like to hear about some members’ ideas. For instance, I would suggest an indoor meeting instead.
Ofreciendose a hacer algo.
- I would be able/willing to… if necessary.
Refiriendose a algo mencionado en una carta/anuncio, etc.
- Your letter/notice/advert mentioned that…
- Your letter/notice/advert asked for…
Pedir información.
- Could you give me some information on…?
- Could you let me have more details about…?
Para cerrar el email formal debemos hacer dos cosas: Incluir una frase final y segundo, firmar.
1. Frases finales:
Es típico cerrar la carta primero con una frase solicitando una respuesta al tema o asunto expuesto, sobre todo si es una carta de queja o si hemos dado algunas sugerencias y deseamos recibir respuesta con la opinión sobre esas sugerencias.
- I look forward to receiving your reply.
- I look forward to hearing from you.
- I would appreciate a prompt reply to this letter.
2. Firma final
Para firmar el email debemos recordar lo que indicamos al principio.
“El cierre también depende de si conocemos o no el apellido de la persona a la que escribimos.”
2.1. Si SÍ conocemos el apellido de la persona:
- Yours sincerely,
2.2. Si NO conocemos el apellido de la persona:
- Yours faithfully,
EJEMPLOS
Dear Secretary,
As a keen member of the cooking club, I wish to express my disappointment with the cancellation of the International Food Party.
First of all, not only have I already prepared my contribution, but I have also been looking forward to sharing and tasting foods from other members. I know that many members feel rather let down by the last minute notice we have been given.
It seems only fair that you should try to find an alternative location to host the event. Might I suggest contacting another school and explaining the situation? They may agree to lend us their kitchen in exchange for our members assisting them with their festive preparations at Christmastime.
In the event that it proves impossible to find another location, I would appreciate a full refund of the money I have paid for a ticket.
I look forward to receiving your reply.
Yours faithfully,
Jose Albert
——— ———- ———-
Dear Ms Copeland,
I am writing in response to your job advertisement, which appeared in the Weekly News last week.
I am interested in applying for the job of receptionist at your hotel this summer. This role interests me particularly because I am a very friendly and outgoing person, and I would enjoy meeting guests and helping them feel welcome. As I am currently studying English, it would also be a good opportunity for me to practise using the language.
I have experience of working as a hotel receptionist, as I spent last summer working in a hotel in Ireland. I am therefore used to taking reservations, helping guests check in and check out and dealing with problems they may have. I am cheerful and hardworking, and I understand the importance of providing good customer service. I am also a good team worker, which I know is a very important quality for working in a busy hotel. I have a good level of English, and I am able to communicate well in the language.
I hope you will consider me for this role, and I look forward to hearing from you.
Yours sincerely,
Lisa Bianchi