転送メールの作法

(1)メールを転送する際の心得・作法について

ビジネスメール、特に社内や部内で何か会議やイベントなどの告知などに回覧形式の転送メールが使われることがよくあると思います。

一般に”Fw:”(forwardの意)が転送メールには付くので、引用符か件名を見たら一目瞭然で転送メールであることはわかりますが、何故、自分のところに転送されてきたのか訝しく思うケースも多いと思います。

そこで必ず、明確に何故転送メールを送信したのかを説明する一文を付け加えることが必須になります。

具体的には、

「Aさん(○○部)から送られてきたメールです。来週の展示イベントについての参考資料と告知事項になるますので、転送致します。」

といったような文章が妥当です。

この一文を読めば、受け取った人は、何故転送メールが自分に届けられたか瞬時に理解でき、読んだ後でどうすべきかもわかります。

(2)転送メールの作法「加工修正しない」

転送メールを送る際に大事なマナーがあります。

それは、「自分で勝手に、文章を変えない」ということです。

こっちの方が、わかりやすいからと言って、勝手に元の文章を変えたり、加筆したりすることはマナー違反です。
転送する途中でそのような加工を行った場合、もともとの意図が変えられてしまったり、酷い場合には
内容そのものに矛盾を生じさせてしまったりすることがあるため、ビジネスメールではご法度です。

それによって、思いもよらないトラブルを招きかねません。

ですから、転送メールの作法として、そのままの文章を転送する、ということが基本になります。

(3)引用の上手なやり方

さて、次に、転送メールとは違って、普通にやり取りするメールにおいて、相手や他社の文を引用する場合について考えてみたいと思います。

最も一般的な引用の仕方としては、返信メールにおいて、相手の書いた全文にそのまま引用符をつけて、その下に自分の文を添えて返信するというやり方です。

こうした「全文引用」方式の返信の利点は、引用した中に、相手の文章は全部あるので、わざわざ履歴を見返さなくて済む、という点です。
マイナスな点は、やり取りを重ねていくと、無用に文章が長くなり、非常に読みにくくなり、スクロールも面倒になっていってしまう点です。

こうしたわずらわしさを防ぐには、受け答えしたい要点の一文や二文だけを引用して、その下に自分の意見や考えを添えるといった「部分引用」が良いと思われます。

こうすると、すっきりと読みやすく、やり取りを重ねても、煩わしくありません。

ですが、注意しなければいけない点として、抽出する文が的確でなかったり、あまりに端折りすぎると、何に対して返答したいのかがわからなくなるリスクもあるということです。

ですから、引用文を選ぶ際には、最低、
その前後の流れや文脈がわかる文章を選択するという工夫が必要となります。

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メールにおける件名の重要性

(1)先方に「開封しなきゃ」と思わせる件名を

仕事をメールのやり取りで進めていくうえで、「件名」の付け方というのは非常に重要です。
取引先であっても、顧客であっても、社内の人間であっても、メールを送信しても件名がぼやけて
いると、ヘタをすれば開封しないままゴミ箱へ送られてしまう最悪のケースも招きかねないからです。

ですから、件名において大事なのは「一目瞭然」ということです。

タイトル(件名)を見ただけで、ぱっとどういう内容のことについて書いてあるメールであるのか受け手にイメージさせる必要があります。

件名に必須なポイントは主に、以下の3つほどです。

まず、「何についてのメールなのか?」を明示すること。
これは直球で、受け手の目にバーンと飛び込んでくる情報となります。

具体的には、
「△△のお見積り」とか
「□□会議議事録」とか
「○○プロジェクト」とか
具体的な内容について明確にまず表示します。

2点目は、「期日や数字や号数を入れる」ということです。

具体的には
「1月31日の~」
「第6回の~」
「○○通信 Vol.7」
などの情報です。

3点目は、相手に伝えたい要件の主旨を明確に件名にいれておくことです。

具体的には、

「○○のお願い」とか
「××のお知らせ」とか
「--のご報告」
など、こちらが何の目的(意図)でメールを送信したのか、をキチンと件名に表明しておくのです。

以上の3点の必須事項を盛り込んで「件名」を作れば、
受け手にメールのだいたいの内容のイメージと重要度を開封前に通知することができます。開封せずにゴミ箱行きといったようなケアレスミスの防止にも役立ちます。

(2)相手をいたずらに煽ったり急かせるような件名の付け方はNG

気を付けなくてはいけない「件名」の付け方に、相手を煽ったりする表現があります。

大事なメールだと強調したい気持ちはわかりますが、
よく『重要!』とか『重大案件!』といった大げさな単語を入れる人がいます。
これは受け手に無用な緊張や警戒を与えて不快なのでやめましょう。

また、『大至急!!』『緊急!』といった受け手を無用に煽ったり急かせたりするような言葉を使う人もいますが、これも、無駄に不愉快な気持ちにさせるだけなのでやめておいてください。

このような文言は、相手に「誇張する人なんだな」とか「信用できないな」といった印象を抱かせることになりマイナスの効果しかありません。

急ぎの要件や、重要な案件だということは、内容だけで十分伝わりますので、わざわざ件名として入れるのは野暮というものです。

自分が受け手になった場合に、不快に感じたり、嫌な印象を受けたりする単語は極力件名には入れないことです。

返信が来ない場合の対応策

(1)返信がなかなか来ない場合の対処法

主にメールにおいて、社内/・社外問わず、ある仕事の案件を進めていく場合に、具体的な内容のメールを発信したにも関わらず、
相手からなかなか返信が来ないケースというのはよくあることだと思います。

諸事情によって、こちらはノリノリのプロジェクトであっても、先方は仕方なく、あまり乗り気ではなく見切り発車した仕事の場合には特に双方の温度差が激しく、このようなことは起こりがちになります。

このようなことが度々あると、感情的に亀裂が生じ、そのことがもとで、仕事を進める際にいちいちギクシャクしたり無用なトラブルを生じかねない空気になってしまいます。

では、こういった細かい溝が生じることを防ぐためにはどうすれば良いのでしょうか?

メールを発信する際に、「返信の期限を具体的にお願いしておく」ことです。

具体的な内容や、提案を書いた後で、必ずメールに
「付きましては、この件について○○日までに、お考えをお聞かせいただきたいと思います」
等の具体的な返信期限をお願いする一文を必ず添えておくことが重要です。

そうすれば、あまり気乗りしなくても、期限の日時には何らかの返信をしなくてはと考えるのが人情です。

(2)期限日時を付け添えても返信が来ない場合

上のように、何日までに返信をお願いします、と期限をお願いしたにも関わらず、返信メールが来ない場合もあります。

そのような場合にはどうすれば良いのでしょうか?

このような場合には、相手が不快にならないような一文を添えて前に送った要件メールを再送します。

「大変恐縮です。ご返信頂いたのかもしれないのですが、こちらの不手際で確認をし忘れてしまいまして~」
とか
「前にお送りしたのですが、こちらのうっかりミスでもしかしたら届いていないかと思います」

といった、こちらが一歩下がった体の、一文を添えて再送すればよいと思います。
そして、最後に、新しい期限を入れて「○○日までにご返事下さい」とお願いしなおすのを忘れずに。

(3)それでもダメなら最後は電話で

上述のように再送して新しい期限で返信をお願いしたのに、依然として返信がない場合には、このプロジェクト、案件の進め方自体を考え直した方が賢明でしょう。

その最終確認作業としては、もうメールの再送は必要ないでしょう。

電話で先方の担当者と直接話して、メールの件の確認作業だけをします。

もしかしたら、多忙のために、メールの返信ができなかったというケースもあります。
その場合には、メールにじっくり目を通してもらう旨を電話で確認し、進めていけばよいでしょう。

それ以外の場合には、無理に事を進めても良い結果にはならないので白紙に戻しましょう。

メール処理の効果的なやり方

(1)返信メールのプライオリティ(優先順位)

日々、ビジネスにおいて、社内社外問わず色々な相手とメールでやり取りしている
あなた。

朝、出社した時、または、出先から帰社して自分のデスクに向かった際にパソコンを立ち上げ、メールを受信すると数十通にも及ぶ多数のメールが届いていた、ということは日常的にあると思います。

こうした場合、あなたはこの届いている未開封の多くのメールを
どのような順番で処理していくでしょうか?

多くの人の場合、単純に「日時の古い順から」読んでいき、処理していくのではないでしょうか?

それでも大きな問題はありませんが忙しいビジネスマンなら、できる限り効率良く、メール処理をしていきたいものですよね。

ここでは、こういった場合の、メールの処理や返信における効率的な処理の仕方優先順位(プライオリティ)の決め方、などについて考察していきたいと思います。

(2)ぱっと見で優先順位を決めて選別する

プライオリティの決め方としての第一段階は、届いている全部のメールを古い新しい度外視して、まず、全ての差出人を確認することです。
そして、処理すべき(内容に目を通すべき)優先順位の速い順に、

「顧客」「社外の取引先」「社内の上層部(上司)」「社内の同僚」「私用」

のグループに選別します。

まずは、お客様が第一となります。

その次に、そのグループごとに今度は要件欄に目を通します。
そして、「顧客」の中でも、クレーム案件を最優先します。
どのような仕事であってもクレーム対応が最もスピードを必要とするからです。

次に、発注案件、その後で質問問い合わせなどにあたり、その順番で返信するのが望ましく効率的なメールの処理だと思われます。

人間の気質から、どうしても「古い順から処理しよう」とする人が多いのは仕方がないことですが、仕事のメールに関してはそのような
日時の順番に拘ることはナンセンスな考えだと心得てください。

このようなメール処理において適切なプライオリティを付ける癖をつけておけば、仕事を非常に効率的に進めていける段取りが上手になってきます。

(3)返信を後回しにする相手への配慮

このように、プライオリティをつけてそれにしたがって返信していくわけですが、プライオリティが下位であったり、検討に時間を要して即答できない案件などに関しては、ちょっとした気遣いが必要です。

ある種のSNSやLINEのように、メールには強制的な既読機能がない場合も多いわけですから、「メールを拝見致しました」とか「検討してから、改めてご返答致します」などといった「既読ですよ」という事実を伝えるメールを返信しておくことが大事です。

これによって、返信に時間を要しても、「こっちが送ったメールはちゃんと読んで考えている最中なんだ」と先方の発信者に思わせることができ、
無用なトラブルの数々を予防する効果があります。

社内と社外でメールの書き方の使い分け

(1)社内の相手と社外の相手ではメールの書き方は変わる

メールは仕事を進めていくうえで、実に有効なコミュニケーションツールです。
ですが、その相手が、身内(社内)である場合と、社外である場合とでは、自ずと書き方は変わってくるのが通常です。

まず、社内が相手の場合には、その会社会社でのローカルルールの定型・書式などが定められている場合も多いかと思います。
その場合には、完全にそのルール(形式)に則って書けば良いので、オートマティックです。

それ以外の場合でも社内の相手とやり取りする場合は、
極力「簡略に書く」「要点だけを箇条書きで書く」といったことがポイントとなります。
自分よりポストが上の役職であったとしても、社内の場合には仰々しく儀礼的な修飾語は不要です。

ですから、具体的な書き方を挙げれば、文末は「ですます調」もしくは「である調」で十分です。

起承転結を明確で簡略にし、結びでしっかりと要件(依頼する場合には依頼するポイント)を明示し、確認するような文章になることが望ましいのが社内メールです。

次に相手が社外の場合には、こういった簡潔で要点のはっきりした書き方という心得は変わりませんが、様式がだいぶ変わってきます。

社内の相手とは違い、まず相手にしっかりと敬称を付けます。

次に、自分が一段下に下がったつもりで、きちんと相手に対する礼節をあらわし、
敬語はもちろん謙譲語や尊敬語などをしっかりと使ってください。

具体的には、「~致します。」や「~ございます。」のような文末の言葉遣いを心掛けます。

また、要件を進める際にも、社内メールのような素っ気ない箇条書きだけではなく、前置きとして
「お忙しい中、大変恐縮ではありますが~」、「お手数をおかけして申し訳ございませんが~」など、相手を気遣うワンクッション置くフレーズを必ず入れます。

(2)臨機応変に書けるようになりましょう

以上のように、社内、社外でビジネスメールの書き方はだいぶ変わってきますが、これは、あらゆる場合に言えることです。

仕事をすすめていくうえで、相手の立ち位置や、親密度や案件の軽重によっても、
メールの書き方を変えていくことは大事なことです。

臨機応変に、いろんいろな形式のメールが書けるように日頃からトレーニングしておきたいものです。

ただし、ビジネスメールにおいてやってはいけないことは、必要以上に修飾しすぎて長ったらしくなることです。

どんな形式であろうと、
「相手にとって簡潔でわかりやすくできるだけ短い文章で要件が伝わるもの」
という信条だけは忘れないでください。