The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions

The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions The reality of using English in correspondence of staff in Customer Service Department at Hapyc Inc and suggested solutions

OVERVIEW OF THE STUDY

Rationale of the study

English is the most widely spoken language globally, making it a preferred choice for language learners with various goals Its popularity has been significantly influenced by historical political and geographic factors, particularly through British and American colonization, which led to a substantial number of native English speakers worldwide As noted by Salman Rushdie in "Imaginary Homelands," the prevalence of English underscores its importance in global communication.

In recent years, individuals from formerly colonized regions have begun to reshape the English language, adapting it to their unique contexts and becoming increasingly comfortable in their usage This evolution is facilitated by the inherent flexibility and vastness of English, allowing these speakers to establish significant cultural spaces within its framework As a result, with the United States and the United Kingdom being leading global political powers, English has emerged as the primary medium for communication in the business world, driving economic growth and fostering international connections.

According to the British Council's report "The English Effect," approximately 1.75 billion people speak English at a useful level, and this number is expected to reach two billion by 2020 The report highlights that English is increasingly becoming the primary language of communication among economically active individuals, thought leaders, and business decision-makers As a result, English is essential for business growth and global conversation It is noteworthy that over one billion learners worldwide are studying English, reflecting its significance in the corporate world Many international companies, such as Nokia from Finland and Airbus from France, have adopted English as their primary working language, regardless of their non-English-speaking origins.

The development of electronic commerce, also known as e-commerce, has transformed the way goods are traded across borders, as defined by the World Trade Organization (WTO) E-commerce encompasses the production, advertising, sale, and distribution of products through telecommunications networks, with notable examples including books, music, and videos delivered via the Internet Initially, businesses faced challenges in branding and establishing trust with customers who were unfamiliar with online shopping However, e-commerce has since become a common practice, as it offers significant convenience for both businesses and consumers in the buying and selling process.

As global technology advances, Vietnam's e-commerce sector is emerging and experiencing significant growth The Eu-Vietnam Business Network (EVBN) highlights this trend in their report titled “E-commerce Industry in Vietnam.”

Vietnam presents a promising landscape for foreign E-commerce firms, driven by its youthful demographic and impressive Internet penetration, which ranks 17th globally Projections indicate a continuous rise in Internet accessibility, with user rates expected to reach 65% by 2022, as reported by Vietnam Finance Magazine.

(2021), Vietnam is considered one of the fastest growing e-commerce markets in Southeast Asia, following to Indonesia With high and continuous growth from

2015 onwards, it is forecasted that by 2020, the size of Vietnam's e-commerce market may reach 13 billion USD.

Founded in 2016, Hapyc Inc, a small but dedicated e-commerce company, primarily targets the US market Proficiency in English is crucial for candidates in the marketing and customer service departments An internship experience in the Customer Service Department revealed that effectively managing international customers via email significantly benefits the company However, Vietnamese businesses, including Hapyc, often struggle with the flexibility and accuracy of English, particularly in email communication skills.

Stemming from the reality and difficulty in writing emails by English of

This study focuses on the use of English in correspondence among the customer service staff at Hapyc Inc., aiming to explore current practices and propose effective solutions The researcher draws inspiration from previous studies, which have proven invaluable in shaping the direction of this research.

Previous studies

Research on written emails in customer service is limited, but relevant studies from international companies provide valuable insights Gabriela (2008) emphasizes the importance of using active voice in emails, stating that it is more direct, concise, and authoritative compared to the vague and impersonal passive voice Additionally, Ann Raine Thomson, in "Writing Effective Business Letters," highlights that well-crafted business letters can create opportunities, while poorly written ones can quickly hinder them These findings underscore the significance of effective communication in customer service interactions.

The article "Problems In Writing English Business Emails of Non-Native Speaking Employees in An International Real Estate Service Company in Thailand" by Patitta Malathong highlights the challenges faced by non-native English speakers in crafting business emails within an international context Bhatia (1993) employs a genre approach to analyze English business discourse, proposing a 7-step voice model for sales and cover letters Additionally, Henry and Roseberry (2001) introduce a comprehensive 14-step voice model for Anglo-American commercial correspondence Maier (1992) further investigates the discrepancies in communication styles between native and non-native speakers, focusing on Eastern students from countries such as China, Thailand, and Korea.

Research on commercial correspondence in Vietnam is limited, but existing studies can enhance the author's work Nguyễn Xuân Thơm's doctoral thesis from 2001, titled “Linguistic Elements in International Trade Negotiations,” provides valuable insights by analyzing the linguistic characteristics involved in international trade discussions.

In the realm of international trade negotiations, the analysis of commercial correspondence in English and Vietnamese has been explored by notable authors Nguyễn Trọng Đàn, in his 1996 doctoral thesis “Phân Tích Diễn Ngôn Thư Tín Thương Mại,” examined and compared the linguistic features of both languages in this context Similarly, Trịnh Ngọc Thanh's doctoral thesis, “Đối Chiếu Văn Bản Thư Tín Thương Mại Tiếng Anh Với Tiếng Việt,” highlights the distinctive characteristics of the form and content found in various types of English commercial correspondence.

The research conducted on the use of English in staff correspondence within the Customer Service Department at Hapyc Inc aimed to identify challenges and propose solutions to enhance email writing skills among employees This study not only enriched the researcher's knowledge but also served as a source of inspiration for further exploration in this area.

Aims of the study

The objective of research is crucial, serving as a guiding framework for researchers to navigate their studies effectively A well-defined research objective aids both the researcher and the reader in addressing the research problem Recognizing the significance of study aims, the researcher established three primary objectives.

The researcher highlights the significance of customer service representatives' attitudes when composing emails in English, particularly through Gmail This assessment underscores the crucial role of English in facilitating indirect communication with international clients, emphasizing the importance of effectively managing relationships with foreign customers via email.

Research indicates that Vietnamese individuals face challenges when writing emails in English, particularly when communicating with American customers The differences in letter-writing styles between Vietnamese and American cultures lead to issues not only in the format but also in the content of the emails Employees at Hapyc often struggle to adapt their writing to meet the expectations of their American counterparts.

In conclusion, this study aims to offer various solutions for enhancing email writing skills While these suggestions may not be the most optimal, they serve as valuable resources for research participants and readers seeking to improve their English writing proficiency, particularly in crafting effective emails.

Research subjects

In Vietnam, many businesses, including Hapyc Inc, utilize English for growth and development While numerous Vietnamese individuals are qualified to learn English, fluency remains a challenge, particularly among customer service staff, most of whom are recent graduates with varied English exposure This study addresses common issues encountered in writing emails in English, offering practical solutions for Hapyc employees and others looking to enhance their email writing skills.

Scope of the study

This study examines the current use of English by staff in Hapyc's Customer Service Department for email communication and proposes targeted solutions to address identified issues.

Due to time and experience constraints, this study focuses solely on the skill of writing English emails, omitting a detailed exploration of other writing aspects such as structure and vocabulary Additionally, limitations in time, budget, facilities, and experience led the research to concentrate primarily on 19 key employees at Hapyc Company.

Research methodology

The research utilized a survey design, employing both questionnaires and interviews as primary methods for data collection The questionnaire, which served as the first instrument, was structured into four distinct sections to gather comprehensive information.

The first part referred to personal information, the researcher gives them some question like: “How long have you been learning English?”, “What do you use English for?”.

The second part of the questionnaire are questions to investigate current situation and attitude of subjects about writing an email in English, for instance,

The study aimed to assess respondents' attitudes toward writing emails in English by posing questions about their frequency of email communication, preferences for indirect communication, perceived difficulty of writing in English, and the necessity of responding to customers via email Utilizing a 4-point Likert scale ranging from "Really like" to "Dislike," the researcher gathered insights on how individuals feel about their email writing skills in English.

Part three of the study focused on identifying the challenges faced in writing emails in English The researcher highlighted various issues related to email composition and usage, posing questions such as, "Do you find it challenging to spell words correctly?" and "Is using proper punctuation difficult for you?" These inquiries aimed to uncover specific difficulties encountered by individuals in the email writing process.

The final section of the survey focuses on effective strategies to enhance English email writing skills, offering valuable techniques for both employees and students.

The quantitative data gained from three parts of the questionnaire were calculated and transferred into numerical form concerning the items’ percentage of participants who share similar answers.

Organization of the study

The study consists of four main chapters:

Chapter One offers a comprehensive overview of the study, detailing the rationale behind its selection It outlines the study's objectives, the research subject, the scope, and the methodology employed, as well as the overall organization of the research.

Chapter Two of the thesis, titled Literature Review, outlines the theoretical framework essential for understanding the research This chapter is divided into four key sections that cover the definitions, structure, content, and style of English business correspondence, as well as the proper layout for emails.

Chapter Three, titled Research Findings, provides an in-depth overview of the current state of the Customer Service Department at Hapyc Inc., highlighting key insights about the staff and their experiences The chapter also presents a thorough analysis of the data collected, along with discussions on potential solutions to improve the department's effectiveness.

The Last Chapter, recommendations and suggestions are given for further studies.

LITERATURE REVIEW

Definitions

Business correspondence, as defined in “Merriam-Webster's Guide to Business Correspondence” (1993), refers to the written exchange of information essential for business activities This communication can occur between organizations, within an organization, or between customers and the organization It specifically pertains to written communication, distinguishing it from oral or face-to-face interactions.

E-mail or Electronic Mailbox (email or e-mail) is “a method of exchanging messages between users of electronic devices E-mail was first introduced into limited use in the 1960s and by the mid-1970s took what is today called email E- mail works through computer networks, mainly the Internet today Some early email systems required the sender and receiver to be both online at the same time, just like instant messaging Today's email systems are based on a save and forward model.Email servers accept, forward, deliver, and store messages The user or their computer is not required to be online at the same time; they need to connect in a moment, usually to an email server or to a web-based email interface as long as there is a sending or receiving function”.

Format of a business correspondence

Drawing from the "Oxford Handbook of Commercial Correspondence" by A Ashley and the "Business Correspondence" textbook from Thuongmai University, this article outlines 12 distinct components of effective business correspondence.

A business letter typically features a heading that includes the company's name, postal address, email address, website URL, telephone number, fax number, and any relevant trademark or logo.

The date is normally written on the right hand side corner after the heading as the day, month and years Some examples are 28 th Feb, 2005 or Feb.28, 2005.

The letter includes a reference number that indicates the letter's number, the originating department, and the year it was sent, which aids in future reference This reference number is prominently displayed in the left-hand corner beneath the heading.

When composing a letter, it is essential to include the name and complete address of the recipient on the left-hand side of the page, just beneath the reference number Ensure that the letter is directed to the appropriate head of the department or organization.

The Chief Manager, State Bank of India Utkal University Campus Bhubaneswar,

A concise statement summarizing the letter's subject captures the recipient's attention and allows for a quick understanding of its content.

E.g Subject: Enquiry about Samsung conditioner

This is placed below the inside address It is usually followed by a comma (,). Various forms of salutation are:

Sir/Madam: For official and formal correspondence

Dear Sir/Madam: For addressing an individual

Dear Sirs/Dear Madam: For addressing a firm or company

This comes after salutation This is the main part of the letter and it contains the actual message of the sender It is divided into three parts:

- Opening part: it is the introductory part of the letter In this part, attention of the reader should be drawn to the previous correspondence, if any.

- Main part: this part usually contains the subject matter of the letter It should be precise and written in clear words.

In the concluding section of your message, it's essential to express your intentions and hopes for the next steps, while maintaining an optimistic outlook for a positive response Conclude with courteous phrases such as "thank you," "with regards," or "with warm regards" to reinforce your professionalism and appreciation.

It is merely a polite way of ending a letter It must be in accordance with the salutation.

Mr Married or unmarried male Yours sincerely

Mrs Married female Yours sincerely

Miss Unmarried female Yours sincerely

Ms Married or unmarried female Yours sincerely

Sir Male-name not known Yours faithfully

Madam Female-name not known Yours faithfully Sir/Madam When unsure whether you are addressing male or female

Medical/academic/militar y e.g Dr/Professor/General

These titles do not change whether addressing a male or female

Table 2.2.1: Complementary close following to salutation

(Source: Oxford Handbook of Commercial Correspondence, p.11)

The signature should be written in ink and placed just below the complimentary close, ensuring it is as legible as possible Directly beneath the signature, the writer's name must be typed, followed by their designation If no letterhead is used, the company name can be included below the writer's designation.

Yours faithfully For M/S Acron Electricals (Signature)

This is required when some documents like cheque, draft, bills, receipts, lists, invoices etc are attached with the letter These enclosures are listed one by one in serial numbers.

This is required when copies of the letter are also sent to persons apart of the addresses It is denoted as C.C

This is required when the writer wants to add something, which is not included in the body of the letter It is expressed as P.S

Content and style of business correspondence

Oxford Handbook of Commercial Correspondence illustrates that there are 6 main contents in a business correspondence, each content contains some styles.

When crafting a letter, it's essential for the writer to ensure that the information conveyed is balanced and reasonable, facilitating the recipient's understanding The choice of writing style and language significantly impacts the letter's length, with various styles offering distinct approaches to communication.

Thank you for your request received today, dated March 2 We appreciate the high volume of inquiries from potential customers, especially with Mother's Day gifts available in stores for the upcoming celebration on May 9.

Explore our extensive souvenir catalog featuring a diverse selection of T-shirts for women of all ages, all at competitive prices We prioritize customer satisfaction with our hassle-free return policy; if any product has a defect caused by our company, we will promptly replace it and offer a 10% discount on the total of the defective items.

Discover our comprehensive pricelist detailing costs, insurance, and rates for services to California, along with exclusive offers for our loyal customers We believe you'll be thrilled with the information and hope it enhances your experience with us.

We are committed to offering detailed information about our products and providing personalized assistance whenever needed Our extensive partnerships with stores across the Far East and Europe reflect our strong reputation, aligning with our company motto, "Always Leading The Trend."

Once again, thank you for your inquiry and we'd say we look forward to hearing from you in the future.

The letter has several issues, primarily its excessive verbosity While the writer aimed to promote the company's products and strengths, unnecessary details about Mother's Day purchases and the company's history detracted from the main focus Mr Smith is already aware of the holiday shopping trends, and the emphasis should have been on highlighting the T-shirts and other items that would capture his interest.

Thank you for your enquiry We have a wide collection of T-shirts which we are sure that you will like We will be sending a catalogue soon.

This letter is too short, it has some mistakes:

- It should have begun with “Dear Mr Smith” because the writer knew his name when receiving his inquiry.

- It should show more details about the product including the pricelist and incentive.

Thank you for your inquiry on March 2.

We enclose a catalog and a pricelist providing details of the CIF California price, discount and delivery date.

While you will find we offer a lot of souvenirs, we can draw your attention from page 5 to 8 where the products could match your description.

All of our products have return policy and are backed by our worldwide reputation.

If you need any further information, please feel free to contact us We look forward to hearing from you soon.

In addition to adhering to length requirements, maintaining a logical order and sequence is crucial for coherence The information presented in the subsequent paragraph should seamlessly connect to the preceding one, ensuring that it builds upon the previous ideas rather than merely reiterating them.

We are very interested in your company's collection of posters We would like to know more information about the prices and offers of each product.

A store showcased your painting as a wall hanging and introduced me to your company's catalog We were truly impressed by the stunning food photography featured in it Could you please let us know if your company accepts custom picture requests?

We identified several products on page 8 of your catalog that align perfectly with our needs Additionally, we are interested in ordering some samples that are not listed in the catalog and would like to inquire about your printing services on request If available, we will provide you with the mockup and design for our desired prints.

If you offer competitive prices, I will order in bulk to decorate all of our stores.

We would like to make a decision on this soon, so we would appreciate an early reply.

This letter has no clear sequence and logical order.

We are a chain of retail stores looking for large quantities of posters We were referred to by a friend, whom you just delivered last week.

We need a lot of paintings to decorate the store I see in the catalog, the products on page 8 fit our requirements well.

However, it is very helpful to have your company printed poster on request, we will order 500 posters.

Of course, our choices will be affected by competitive price and full guarantee of related services.

Please respond as soon as possible as we want to make a decision within the next few weeks.

It is a better version of the same letter in which the ideas and information are in a logical order.

Making a plan to make sure your content is full of the information you want to cover.

 First paragraph: The opening sentence or the opening paragraph is very important, it determines the tone of the whole letter.

Thank you for your inquiry on March 2.

We enclose a catalog and a pricelist providing details of the CIF California price, discount and delivery date.

 Middle paragraphs: This is the most important paragraph, it contains questions you need to ask or answers Make a plan to ensure that your problems are not missing or duplicated.

In conclusion, always express gratitude to the sender for their correspondence if you are replying If you are addressing a request, make sure to highlight your anticipation of their response.

 Simplicity: The language of a letter dealing in international trade should be kept simple and easy to understand for the recipient to use too high academic language.

E.g This is a letter with complex and unclear message.

We are pleased to inform you that we have received your request for a refund for the product you ordered at the end of March.

We apologize for the delay in returning your item, which is due to a printer malfunction that has prevented us from completing your order We appreciate your understanding and are working to resolve the issue so we can send your product to you as soon as possible.

In accordance with our company policy, we offer a refund to customers if their product has not been delivered within one month The item you ordered, priced at $26, is eligible for a full refund.

We sincerely apologize for any inconvenience caused and appreciate your understanding While our previous communication did not address the $26 refund issue directly, we want to assure you that we are committed to resolving your request promptly Below, you will find a straightforward letter that addresses your concerns effectively.

I am replying to your letter sent on April 30th about refunds.

I'm sorry for keeping you waiting for a long time Due to printer damage, we are unable to deliver to you on time Under the company's refund policy, I will refund you $ 26.

Attached below is the payment information I hope you accept our apology for any inconvenience.

 Idioms and colloquial language: In your business correspondence, use neutral language that shouldn't be too exaggerated or informal.

You’re probably guessed You are probably aware

You’ll get your money back The loan will be repaid

Prices are at rock bottom Prices are very low

Prices have gone through the roof Prices have increased rapidly

(Source: Oxford Handbook of Commercial Correspondence, p.33)

Effective business correspondence must prioritize clarity to avoid confusion Common errors that lead to misunderstandings often stem from unclear language, ambiguous phrasing, and improper formatting.

Abbreviations should be utilized only when there is mutual agreement between parties or when they are widely recognized acronyms, such as CIF and FOB, as well as established global organizations like the EU and countries like the UK.

Layout of an email

Correspondence encompasses various formats, including memos, emails, letters, and faxes However, this study focuses specifically on the Customer Service Department of small and medium-sized enterprises, where email is the primary mode of communication The following section outlines the structure of a basic email, drawing information from the Oxford Handbook of Commercial Correspondence.

 To: Receiver (E.g Mr John, Vinamilk Ltd, …)

BCC, or blind carbon copy, is a useful feature for sending emails to multiple recipients while keeping their identities confidential By using BCC, you ensure that each recipient cannot see the email addresses of others, thereby protecting their privacy This function is particularly important when you want to maintain discretion among recipients.

CC, or carbon copies, allows all recipients of an email to view the addresses of others included in the message This feature is useful for sending emails to multiple members of a class or group simultaneously, as it maintains transparency by making all recipients publicly visible without the need for confidentiality.

The subject line of an email serves as a concise summary of its content, allowing recipients to quickly grasp the main topic even before reading the full message It is essential to craft a clear and engaging subject that effectively communicates the purpose of your email.

This section covers the full range of features of the content of a business correspondence as discussed in section 2.2

You can create an electronic signature and add the sender's personal information as well as fax and telephone number.

RESEARCH FINDINGS

The staff’s frequency in writing English emails at Hapyc

The staff’s frequency in writing English emails at Hapyc

Figure 3.1.1 The staff’s frequency in writing English emails at Hapyc

The pie chart illustrates that 26.3% of staff in CSD "sometimes" write English emails, while a significant 47.4% "often" engage in this practice, indicating a twofold increase Those who "seldom" write English business emails represent the lowest percentage at 10.52% In contrast, the percentage of participants who "always" write emails is slightly higher at 15.78% Overall, the data suggests a strong interest among participants in writing emails in English, providing a positive indication for the continuation of the research survey.

The employees’ attitude towards indirect email communication

The employees' attitude towards indirect email communication

Really like Like Neutral Dislike

Figure 3.1.2 The employees’ attitude towards indirect email communication

The pie chart depicts employee attitudes toward indirect communication via email, revealing a generally positive outlook Notably, 40.7% of staff favor this method, significantly outnumbering the 10.2% who express dislike Additionally, 25.3% of employees enjoy communicating indirectly, while an equal percentage remain neutral Overall, the data indicates a strong preference for email communication among employees, especially when engaging with overseas clients.

Staff’ attitudes toward the level of difficulty in writing an English email

Staff’ attitudes toward the level of difficulty in writing an English email

Really difficult Difficult Neutral Easy

Figure 3.1.3 The employees’ attitude towards the level of difficulty in writing an English email

The pie chart illustrates that a majority of staff, specifically 64.1% (13 employees), feel neutral about writing English emails Additionally, 20.6% find it easy to compose emails, while 10.1% (2 participants) experience some difficulty Only one employee, representing 5.2%, finds the task very challenging These statistics indicate that writing English emails is generally not perceived as a complex issue among the staff in the Customer Service Department at Hapyc.

Staff’ attitudes toward the importance of responding oversea

Staff’ attitudes toward the importance of responding oversea customers via email

Really important Important Neutral Unimportant

Figure 3.1.4 Staff’ attitudes toward the importance of responding oversea customers via email.

The chart illustrates the perspectives of research participants regarding the significance of responding to overseas customers via email Notably, 54% of the staff believe that email responses are crucial, while 20.4% view them as important Additionally, a similar percentage of participants maintain a neutral stance on the matter Conversely, only 5.2% of the staff consider replying to foreign customers in English emails to be unimportant.

In conclusion, the data indicates that the majority of staff in the Customer Service Department at Hapyc recognize the importance of writing emails in English as a crucial skill for their roles Despite their varied approaches to learning the language, they unanimously agree that English is the most accessible language for communicating with international clients They find email to be an invaluable tool for enhancing customer care, and view indirect email communication as an effective method for maintaining relationships with valued customers.

The problems in the process of writing emails in English

3.2.1 Common mistakes in writing English emails

The analysis of 19 emails submitted by participants reveals that while most employees do not struggle significantly with email writing, they often face common errors during the composition process Several factors contribute to these challenges in crafting effective emails.

Lack of salutation Lack of subject Too long email Spelling mistakes

Figure 3.2.1 Common mistakes of the staff in writing English emails

The chart above addresses the four main mistakes in writing emails.

A significant issue in email communication is the lack of salutation, which affects 5.3% of individuals This oversight often stems from haste or disregard for formalities, resulting in recipients feeling disrespected and potentially overlooking the email's content However, research indicates that the majority of email correspondences still adhere to proper salutation practices, highlighting that this problem is relatively minor.

The second common error in communication is the absence of a subject, affecting 10.4% of individuals—nearly double the rate of the first mistake A message lacking a subject can lead to the recipient overlooking or disregarding it entirely.

One common mistake in email communication, made by 33.2% of individuals, is writing excessively long emails Instead of providing concise information, many writers delve into unnecessary details, such as company history and reputation, rather than focusing on the main message For instance, in Huong's employee email introducing new products, the excessive emphasis on background information can lead to confusion for the recipient, making it difficult to grasp the intended message It's essential to strike a balance in email length, ensuring clarity and relevance.

A significant 51.1% of individuals make common mistakes in their writing, often omitting the letter "s" in plural forms For instance, Hien's staff mistakenly refer to "T-shirts" as "T-shirts" when promoting summer collection items Similarly, Ms Trang incorrectly uses "leng" instead of "length" to describe the dimensions of a poster.

The data indicates that spelling errors are prevalent not only at Hapyc but across various Vietnamese enterprises Based on these findings, the researcher will propose several solutions to assist participants in their ongoing evaluations.

3.2.2 Common problems in using email

Email is an invaluable tool in the workplace, yet many employees at Hapyc face challenges related to its usage Alongside difficulties in composing messages, interviewees reported various issues that hinder their email communication effectiveness.

3 Confused between “cc” and “bcc” 57.6%

Table 3.2.1 Common problems in using email

The table highlights a significant issue: distinguishing between "cc" and "bcc" in emails A notable 57.6% of respondents reported confusion regarding this distinction, indicating that many struggle with it while composing emails This misunderstanding can potentially lead to the unintentional disclosure of corporate secrets when using "cc."

A significant 32% of respondents reported frequent distractions caused by spam emails, indicating that many individuals struggle to maintain focus while composing messages These spam emails typically feature eye-catching images and enticing subject lines, further contributing to the disruption of their writing process.

A significant 7.2% of individuals struggle with an overwhelming influx of emails, which ultimately results in overwork rather than increased productivity This excessive volume of messages can lead to mistakes in communication, as recipients may find it challenging to accurately convey their intended information.

In the survey, only 3.2% of participants reported difficulties in managing their writing time, marking it as the lowest percentage While many employees effectively regulate their letter-writing time, a notable minority still struggles, resulting in slower work progress.

Suggested some solutions to improve writing English email skill

Based on the above issues, here are a few solutions given and voted on by the interviewees.

10 Double checking before submitting/sending emails 10.05%

11 Read and write more emails for practice 21.58%

12 Study a business writing English course 17.31%

13 The company should regularly update specialized vocabulary 3.17%

14 The company should provide format for frequently used topics

Table 3.3.1 Staff’s solution to improve writing an English email skill

To enhance email writing skills in English, the company should offer templates for commonly used topics, as 47.89% of participants fully support this approach Providing specific email formats for various subjects is crucial, particularly for new hires and employees who may struggle with English email communication.

One effective solution for improving email writing skills is to engage in regular reading and writing of emails, a strategy chosen by 21.58% of staff Daily practice not only enhances familiarity with new sentence structures and vocabulary but also boosts overall email writing proficiency Without consistent practice, individuals risk losing their email writing skills, which can lead to significant time spent relearning these essential abilities.

One effective solution for improving business communication skills is to enroll in a business writing English course, as 17.31% of participants believe that taking an email writing course is essential With numerous online and offline English centers available, learners have the flexibility to study at their convenience, enhancing their proficiency in professional writing.

Double-checking emails before submission is a crucial practice, endorsed by 10.05% of participants This approach helps prevent common mistakes, such as sending incorrect messages or omitting email subjects While this percentage may seem low, it highlights the attentiveness of those who prioritize accuracy in their communication.

The last one is that the company should regularly update specialized vocabulary, accounting for 3.17%, reaching the lowest level This shows that quite a few people are interested in specialized vocabulary.

Interview

In a study involving in-depth interviews, the researcher randomly selected five out of nineteen employees to discuss their approach to writing emails in English The participants were asked about the importance of writing emails in English, common mistakes they encounter, and potential solutions to improve their writing skills Each employee provided fluent and insightful responses to these four key questions.

When asked about their approach to learning English, all interviewees noted that their journey began in junior high school, but it wasn't until college that they recognized its significance While two individuals prioritized listening and reading skills, three others found writing to be the most challenging and least enjoyable aspect of learning the language.

Question 2 "Do you think it's important to write email in English?", 3 out of 5 people said that when they were students, they didn't like to write email and found it annoying However, when starting to work, they have to use email regularly, they see its benefits as well as the need to indirectly communicate with foreigners by email in English The other two confirmed that email is very important not only in work but also in study They realized this early because they saw that their parents' daily work were all exchanged via email.

In a survey about common email writing mistakes in English, 40% of respondents reported frequent punctuation errors, while another 40% expressed confusion between "cc" and "bcc." Additionally, one individual highlighted the challenge of remembering specialized vocabulary.

To improve English email writing skills, consider regularly reading and composing emails in English, learning specialized vocabulary, and memorizing key terms Additionally, create a distinction chart to clarify the differences between "cc" and "bcc." Investing in a course focused on English email writing can also enhance your proficiency.

In short, the interviewees took the researcher's question seriously Researchers fully agree with their personal opinions that, thanks to them, the survey becomes more complete.

RECOMMENDATIONS AND SUGGESTIONS

Limitation of the study and suggestion for further study

The research paper faces several limitations, including a restricted number of participants, time constraints, a lack of experience, and issues related to authority, which hindered the writer's ability to conduct the research effectively.

The researcher's inexperience limited the design of a more targeted questionnaire, focusing solely on three key areas: participants' attitudes, prevalent pronunciation issues, and proposed solutions Consequently, other significant challenges may have been overlooked in this study Involving a larger participant pool and extending the research duration could enhance the study's relevance and depth, ultimately offering more valuable insights into collaborative reflection for both participants and readers.

The researcher faced challenges in providing comprehensive theoretical knowledge due to the high cost and limited availability of foreign references for students Additionally, distributing questionnaires proved difficult, as many respondents expressed concerns over the lengthy nature of the surveys, perceiving them as time-consuming and potentially leading to inaccurate responses.

In upcoming research papers, the researcher will dedicate time to in-depth studies and explore additional documents to broaden the research scope By acquiring new research methodologies, the researcher aims to ensure the accuracy of the data collected This approach will enable the researcher to provide readers with valuable documents and the most objective results.

4.2 The significance of the study

Although the study has a lot of shortcomings, it has a certain impact on a number of subjects such as employees, directors, students and teachers.

Research enables employees to understand the challenges of email communication and implement effective solutions to enhance their English writing skills This improvement boosts their productivity, leads to successful contract negotiations, and ultimately results in increased earnings.

The study provides directors with innovative training methods for their staff, leading to increased employee efficiency and higher company income By addressing these issues, companies can expand their market presence and thrive in the global integration era.

This study emphasizes the significance of email writing skills in English for students learning a second language It highlights the relevance of effective communication in the workplace and encourages students to identify and address their writing challenges, ultimately enhancing their overall language proficiency.

The research paper enables educators to develop innovative teaching methods and broaden students' knowledge base, ultimately enhancing the quality of education at the university and attracting a diverse pool of talented students.

Future research recommendations

The researcher suggests several key recommendations to improve the quality of future studies, emphasizing the importance of examining the practical application of skills in general and specifically investigating the factors that influence English writing proficiency.

This study explores the challenges faced by Hapyc employees in composing emails in English and offers potential solutions to address these issues To effectively achieve its objectives, the research is organized into four distinct chapters, each serving a specific purpose.

The first chapter outlines the rationale behind researching "The Reality of Using English in Correspondence of Staff in the Customer Service Department at Hapyc Inc," focusing on employee attitudes towards writing emails in English, common mistakes made, and proposed solutions The second chapter offers a theoretical overview, covering the definition, format, content, and style of business correspondence, along with the proper layout for emails.

Chapter three details the research methodology and findings, utilizing questionnaires and interviews to explore employees' attitudes towards English-language email writing This section aims to identify common mistakes made by employees, providing insights that address the research questions effectively.

The final chapter contains recommendations and research recommendations to improve English email writing skills in particular and correspondence skills in general.

This study aims to enhance English learning and email communication at Hapyc by identifying common weaknesses in email writing among staff It serves as a resource for teachers and students to recognize these challenges and implement effective teaching strategies for improvement Completed with the guidance of a supervisor, this research invites constructive feedback and criticism to inform future studies.

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(Write your answer in the blank space, please)

3 How long have you been learning English? years.

4 What do you use English for?

The attitude of staff about writing email in English

(Circle the answer representing your choice)

5 How often do you write an email?

6 Do you like to communicate indirectly by email?

7 Do you think writing an email in English is difficult?

8 Do you think it's really important to give customers responses through email?

9 Judge your English writing email level