Professional Email Writing · Narqix Academy

For everyone who writes emails to clients, customers, vendors or partners. After reading this page you will be able to write short, clear, polite emails that get read and answered, using the Narqix structure and templates.

Track: All tracks · Role: Everyone · Time to complete: 30 min

What a great email does

A great email lets the reader understand the point and know what to do within 10 seconds. Busy US and UK business people often read email on their phone, between meetings. If they have to scroll to find the question, they will answer later, or never.

The Narqix email structure

Subject line: says what the email is about and what is needed.
Greeting: "Hi (FIRST NAME),"
Main point in one or two sentences. The reason you are writing, first.
Details: only what the reader needs, in short paragraphs or a numbered list.
The ask: exactly what you need, from whom, by when.
Close: one short line ("Thanks," "Best regards,").
Signature: your name, role, company, contact, as your Playbook sets.

Subject lines

Weak	Strong
Question	Approval needed: refund for order 48213 by 2 PM ET
Update	Weekly update: 14 qualified leads, 4 appointments
Documents	Documents needed for closing on (PROPERTY ADDRESS) by Friday
Hi	Meeting request: 30 minutes next week on the new lead list
Follow up	Following up: signed agreement for (COMPANY NAME)

Useful patterns: "Approval needed:", "Action needed:", "FYI:" (no action needed), "Following up:", "Confirmed:", "Reminder:". Put dates and deadlines in the subject when they matter.

Writing the body

One email, one topic. A new topic gets a new email with its own subject.
Short paragraphs: two or three sentences each.
Numbered lists for steps or several questions. The reader can reply "1 yes, 2 no".
Active voice: "I sent the contract" not "The contract was sent by me".
Plain words: "use" not "utilise", "help" not "facilitate", "start" not "commence".
Times in the reader's time zone, with the zone named.
Positive framing: say what you can do. "I can send it Monday" instead of "I can't send it until Monday".
Contractions are fine in US business email ("I'll", "we're", "don't"). They sound friendly.
Avoid the phrases listed in the Communication Standard ("kindly revert", "do the needful", "please find the attached").

Tone

Too cold	Too much	Just right
"Send the document."	"Dear Sir, I humbly request you to kindly send the document at your earliest convenience, I will be highly obliged."	"Could you send the signed document by Thursday? That keeps the closing on schedule."
"Your request is denied."	"We are extremely, deeply sorry for this terrible inconvenience..."	"I'm sorry, we can't refund this one because it's past the 30-day window. What I can do is..."

Replying, CC and attachments

Reply to all questions in the email, in the same order they were asked. Missing one is the most common reason for back-and-forth.
Reply-all only when everyone on the thread needs your answer.
CC people who need to know but do not need to act. To is for people who need to act.
BCC only for large sends where recipients should not see each other, and only if your campaign approves.
Attachments: mention them in the body ("I've attached the signed agreement."). Name files clearly. Check the attachment is actually attached before sending.
Never send passwords, full card numbers or sensitive ID numbers by email. See Data Security and Privacy.

Templates

1. Asking for a decision

Subject: Approval needed: (TOPIC) by (DAY, TIME AND ZONE) Hi (FIRST NAME), I need your approval on (TOPIC) to keep (TASK OR DEADLINE) on track. (ONE OR TWO SENTENCES OF CONTEXT.) My recommendation is (OPTION A), because (REASON). The other option is (OPTION B). Could you reply with A or B by (DAY, TIME AND ZONE)? Thanks, (YOUR NAME)

2. Following up when there is no reply

Subject: Following up: (ORIGINAL TOPIC) Hi (FIRST NAME), Just following up on my email from (DAY) about (TOPIC). (ONE LINE ON WHY IT MATTERS NOW.) Could you let me know by (DAY, TIME AND ZONE)? If it's easier, a quick "yes" works. Thanks, (YOUR NAME)

3. Confirming a meeting or appointment

Subject: Confirmed: (MEETING NAME), (DAY, DATE) at (TIME AND ZONE) Hi (FIRST NAME), You're confirmed for (MEETING OR APPOINTMENT) on (DAY, DATE) at (TIME AND ZONE). Where: (ADDRESS OR "VIDEO LINK IN THE CALENDAR INVITE") With: (WHO WILL BE THERE) Purpose: (ONE LINE) If you need to change the time, just reply here and I'll take care of it. Best regards, (YOUR NAME)

4. Delivering bad news

Subject: Update on (TOPIC): new timeline Hi (FIRST NAME), I want to let you know that (WHAT HAPPENED, IN ONE SENTENCE). This means (IMPACT, HONESTLY). Here's what we're doing: (ACTIONS). I'll update you by (DAY, TIME AND ZONE), even if there's nothing new. I'm sorry for the delay, and thank you for your patience. Best regards, (YOUR NAME)

5. Requesting documents

Subject: Documents needed for (FILE OR PROPERTY) by (DATE) Hi (FIRST NAME), To keep (PROCESS) on schedule for (DATE), we need the following:

(DOCUMENT 1)
(DOCUMENT 2)
(DOCUMENT 3) You can (HOW TO SEND, USING THE CLIENT'S SECURE METHOD). If anything is hard to find, reply and I'll help. Thanks, (YOUR NAME)

Follow-up rhythm

If you are waiting on someone, follow up politely on a schedule, unless your Playbook sets a different one:

When	What
Day 2 (business days)	Friendly follow-up in the same thread
Day 3	Second follow-up, add why it matters now
Day 5	Flag to your Campaign Lead or the client for a decision

The 60-second proofread

Before you press send:

Right recipient(s)? Check the "To" line twice, especially with autocomplete.
Subject says what the email is about and what is needed
Main point in the first two lines
Every question in the original email answered
Names spelled correctly, placeholders all replaced
Times include the zone; dates use the month as a word
Attachment attached and mentioned
No sensitive data that should not be in email
Read once out loud in your head. Would you be happy if the client's CEO read it?

Coach's note: Write the "ask" line first, before anything else. If you cannot write one clear sentence saying what you need and by when, you are not ready to send the email yet.

Never do this: Never send an email as the client (in their name, with their signature) unless your Playbook explicitly allows that type of email. Never send a mass email without a read-back and approval. Never send an email in anger; draft it, wait, and reread.

Example: before and after

Before

Subject: Regarding documents Dear Sir, Hope you are doing well. As per our discussion, kindly find the attached checklist. Please do the needful and send the documents at the earliest so that we can proceed further. Kindly revert. Regards.

After

Subject: Documents needed for closing on (PROPERTY ADDRESS) by Friday Hi (FIRST NAME), To keep your closing on schedule for (DATE), we need three documents by Friday at 5 PM ET:

A copy of your photo ID
Your most recent mortgage statement
The signed seller disclosure (attached, signature on page 2) You can upload them through (CLIENT'S SECURE METHOD). If anything is hard to find, just reply and I'll help. Thanks, (YOUR NAME)

Check yourself

What should the reader understand within 10 seconds?
Rewrite this subject line: "Hi."
When do you use CC instead of To?
A client has not replied for 3 business days. What do you send?
Name three items on the 60-second proofread.

Answers

The point of the email and what they need to do.
Example: "Approval needed: new lead list format by Thursday 12 PM ET" (a subject that states topic and need).
CC is for people who need to know but do not need to act.
A second polite follow-up that adds why it matters now; on day 5, flag it to your Campaign Lead.
Any three items from the checklist.