The 10 Steps - Emails

Use the steps below when planning and writing an email.

1. Recipient and copy list

• Think about your recipient - MP, MSP, official, ombudsman, teacher, doctor etc?

• Consider copying in local politician, or chief executive of the relevant organisation 

2. Subject heading

• Grab attention

• Key-words (e.g. autism, ADHD, discrimination)

• Mark as high importance or urgent

3. Who am I?

• • • Introduce yourself at the outset - don’t make them wait until the end of the email. 

    • Explain why you have an interest in the issue. Are you a parent? Carer? Concerned member of the public? 

4. Why am I writing to you?

• 1. • Question? Complaint? Request? Apology? Giving feedback?

     • Why that person - local MSP? Relevant chief executive? Your child’s teacher?

5. Describe the problem

• 1. • If appropriate, mention anything that is going well before launching into the problem  - make a “shit sandwich”

     • Give a basic summary of what your issue is.

     • Only give details which are relevant to the situation.

     • Keep it clear, simple and concise. 

6. Why am I entitled not to experience this problem?

• 1. • Is someone breaking the law?

     • Is your child being discriminated against?

     • Are there relevant rights?

     • Is there relevant guidance?

     • Is it a question of morals or basic fairness?

7. What do I want you to do about my problem?

• 1. • Do you want them to answer any questions?

     • Do you want them to take specific action?

     • Do you want them to apologise?

     • Do you just want them to listen?

     • Do you want a meeting? 

8. When do I want you to do it?

• 1. • Always give a deadline, even just for the initial response. 

     • Very urgent - “by return” (i.e. as soon as they receive it)

     • Urgent - 48 hours

     • Less urgent - 7 - 10 working days

9. What am I going to do if you do/don’t do it?

• 1. • Tell them how you will show appreciation if they do what you have asked them to do.

     • Tell them how you will respond if  they do not do what you have asked them to do.

10. Next steps and sign-off

• 1. • Ask them to acknowledge receipt

     • Explain any actions that you will take in the meantime 

     • Any words of thanks/gratitude you wish to add (if applicable)