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CMA Foundation · Fundamentals of Business Laws and Business Communication · Writing and Drafting for Business Audiences

Vikram, an accounts executive, must tell a long-standing supplier by email that payment of an invoice will be delayed by two weeks because of an audit. Which draft best follows email etiquette and good-relationship communication?

The polite draft stating the audit reason, giving the new payment date of 20 March, and apologising is best. It is courteous, specific and relationship-preserving, whereas the curt, capitalised or condescending drafts break etiquette by being rude, shouting, or vague about when payment will happen.

  1. A"Payment will be late. Audit is going on. Wait."
  2. B"We regret that, owing to an ongoing audit, payment of invoice 482 will be made by 20 March. We apologise for the inconvenience and thank you for your understanding."Correct
  3. C"WE CANNOT PAY NOW!! AUDIT!! DO NOT CALL US."
  4. D"As you know, suppliers should be patient; your invoice will be paid whenever we are ready."

Explanation

Good email etiquette uses a courteous tone, gives the reason, a specific new date and an apology, preserving goodwill. The curt draft is discourteous, the capitalised draft reads as shouting, and the last is vague and condescending, with no date given.

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