Writing is how most assistant work gets done. You will draft emails for clients, reply to customers, send updates and sometimes write on someone's behalf. Clear writing saves everyone time and makes you look professional, which helps you keep clients and win new ones.
A simple structure for any work message
Use four parts, in this order:
- Greeting with the name. "Hi Amina," or "Dear Mr Alhassan," for a more formal reader.
- The main point first. Say why you are writing in the first sentence.
- The details. Only what the reader needs, in short paragraphs or a short list.
- The next step. What you need from them, or what you will do, and by when.
Add a clear subject line to emails, such as "Invoice 014 for October" or "Please confirm: Thursday meeting at 2pm GMT." The reader should know what the email is about before opening it.
Tone
Match the tone to the reader and situation. A message to a client's colleague you know well can be friendly. A first message to a new customer, a complaint reply or anything on the client's behalf should be polite and more formal. Avoid slang, text speak such as "u" and "pls", all capital letters and too many exclamation marks.
When something has gone wrong, stay calm and factual. Say what happened, what you have done and what happens next. Apologise once and sincerely, without blaming others.