目的
我們的團隊來自不同國家與工作文化，例如台灣、中國、澳洲、日本、印度、菲律賓、越南、泰國等。大家寫英文信的習慣可能不同：有人比較委婉，有人很簡短，有人會先鋪背景，有人會直接跳到結論。
這份 guideline 的目的不是要求大家用同一種語氣，而是讓工作溝通更清楚、可追蹤、可執行，減少漏看、誤解、重工與等待。
一、寫信前先想清楚：這封信要對方「做什麼」
每封工作信都應該先回答三個問題：
我需要對方知道什麼？
我需要對方做什麼？
我需要對方什麼時候回覆或完成？
如果這三件事不清楚，對方很容易只回應其中一點，或只回覆「Noted / Thanks / OK」，但沒有真正推進工作。
二、建議信件結構
跨國團隊的英文信，建議使用固定結構：
Subject:
Clear action + topic
Hi [Name/Team],
Summary:
One or two sentences explaining the main point.
Action needed:
Please do the following:
1. ...
2. ...
3. ...
Deadline:
Please reply / complete this by [date/time/time zone].
Context:
Brief background, only include what is needed.
Questions:
Please reply inline to each question:
1. ...
2. ...
3. ...
Expected output:
We expect [document / decision / confirmation / estimate / fix / analysis].
Thanks,
[Name]
三、Subject 要明確，不要只寫模糊標題
不建議：
Update
Question
Need help
Report issue
Follow up
建議：
Action required: Please confirm client impact by Friday
Decision needed: Choose option A or B for the report fix
FYI only: Timeline update for ABC migration
Review request: Please check the draft response to Client X
Blocked: Need access approval before QA can continue
好的 subject 可以讓對方一眼知道這封信是：
要行動
要決策
只是 FYI
有 blocking issue
有 deadline
四、開頭先寫結論，不要先鋪太長背景
跨文化英文溝通中，很多人會快速掃描 email。如果一開始是很長的背景，對方可能抓不到重點。
不建議：
As you know, we discussed this issue last week and there were several concerns from the client regarding the report output. After checking with different teams, we noticed that there may be some differences between the old and new behavior...
建議：
We need your confirmation on whether the report change is expected or a regression.
Please answer the 3 questions below by Friday 5 PM Taiwan time.
背景可以放後面。
五、一次信件不要混太多目的
一封信如果同時包含：
背景說明
技術問題
專案時程
人力安排
客戶回覆
風險提醒
三個不同決策
對方很容易只處理一兩點。
建議原則：
一封信最好只有一個主要目的。
如果真的有多個事項，請明確分類：
This email includes 3 topics:
A. Client impact confirmation
B. QA timeline
C. Next release decision
並要求對方逐點回覆。
六、問題要編號，並要求逐點回覆
不建議：
Could you check whether this is expected, and also let us know if there is any client impact? We also want to know whether QA can finish this week and if the fix can be included in the next release.
建議：
Please reply inline to each question:
1. Is this behavior expected or a regression?
2. Is there any client-visible impact?
3. Can QA finish validation by Friday?
4. Can the fix be included in the next release?
可以加一句：
If any item is unclear, please write “unclear” and tell us what information you need.
這句很重要。它讓對方知道，不確定也可以說出來，而不是跳過。
七、明確說明你要的是「確認、建議、決策、還是執行」
很多誤解來自於 email 沒講清楚期待。
例如你寫：
Please take a look.
對方可能不知道你要他：
review?
approve?
fix?
estimate?
investigate?
comment?
make a decision?
建議改成：
Please review the attached draft and confirm whether we can send it to the client.
或：
Please investigate the root cause and provide your findings.
或：
Please choose one of the two options below.
常用語：
Please confirm...
Please approve...
Please review...
Please investigate...
Please provide an estimate...
Please identify the root cause...
Please recommend an option...
Please make a decision on...
Please reply inline to each item...
八、Deadline 一定要寫清楚，並標註時區
跨國團隊最容易因時區誤會。
不建議：
Please reply by tomorrow.
因為每個人的 tomorrow 不一樣。
建議：
Please reply by Friday, May 22, 5 PM Taiwan time.
或：
Please complete this by Thursday, 3 PM Sydney time.
如果是緊急事項，請說明原因：
This is urgent because we need to respond to the client before their business day starts.
九、避免只寫「ASAP」
ASAP 對每個人意思不同。有些人理解為一小時內，有些人理解為今天內，有些人理解為有空再處理。
不建議：
Please send this ASAP.
建議：
Please send this by 3 PM Taiwan time today.
或：
Please let us know by end of day whether this can be completed this week.
十、背景要夠，但不要過多
對方需要知道背景，才能做正確判斷。但背景太長，重點會被淹沒。
建議背景只包含：
這件事為什麼重要
之前發生了什麼
現在卡在哪裡
對方需要知道的限制
客戶或時程影響
範例：
Context:
Client X reported that the export result changed after last week’s fix. Before we reply to the client, we need to confirm whether the change is expected behavior or a regression.
不需要在同一封信裡重述全部歷史。可以附 link：
More details are in the ticket: [link]
十一、說明「Definition of Done」
如果你請對方完成一件事，最好寫清楚什麼叫完成。
不清楚：
Please check the issue.
清楚：
Definition of done:
1. Root cause identified.
2. Client impact confirmed.
3. QA result added to the ticket.
4. Recommendation provided: fix now / defer / no action needed.
這可以減少「對方以為完成了，但你覺得還沒完成」的狀況。
十二、避免過度委婉造成誤解
有些文化習慣比較委婉，例如日本、台灣、中國部分團隊，常會說：
It might be better to consider...
Maybe we can check...
Could we possibly...
這些語氣很禮貌，但外國同事可能不知道這是「建議」、「要求」還是「提醒」。
如果是明確要求，請直接寫：
Please check this before the release.
如果是強烈建議，請寫：
I recommend that we do not release this until QA confirms the client impact.
如果是 blocking issue，請寫：
This is currently blocked until we receive access approval.
十三、避免太簡短造成資訊不足
有些同事習慣很簡短，例如：
Can you check?
或：
Any update?
這會讓對方不知道要查什麼、為什麼急、要回什麼。
建議改成：
Could you check whether ticket ABC-123 is still on track for Friday release?
We need this update because Client X is asking for a timeline. Please reply with:
1. Current status
2. Any blockers
3. Expected completion date
十四、避免跳躍式溝通
有些信會直接跳到某個細節，但沒有說明整體脈絡。對方如果不是從頭參與，很容易誤解。
不建議：
Can we change it back to the old behavior?
建議：
The report output changed after last week’s fix. The client expected the old behavior.
Can we change it back to the old behavior, or is the new behavior required by design?
十五、對方回覆不完整時，如何 follow up
不要直接說：
You did not answer my questions.
這容易讓對方防衛。
建議：
Thanks for the update. Could you also help answer items 2 and 3 below?
2. Is there any client-visible impact?
3. Can QA complete validation by Friday?
或：
Thanks. To make sure we are aligned, we still need confirmation on the following:
保持具體、不要責備，效果通常更好。
十六、對複雜需求，email 不要取代會議
如果事情有以下特徵，建議不要只靠 email：
涉及多方責任
有客戶風險
有技術不確定性
需要決策
前因後果很長
之前已經來回誤解過
建議流程：
先寄一封簡短 email，列出問題與目標
開 15～30 分鐘會議對齊
會後寄 summary
寫清楚 owner、action items、deadline
會後 summary 範例：
Hi all,
Thanks for the discussion. Here is the summary:
Decision:
We will keep the new behavior for now.
Action items:
1. Dev team: Confirm root cause by Friday 5 PM Taiwan time.
2. QA team: Validate client-visible impact by Monday 12 PM Taiwan time.
3. PM: Draft client response after QA confirmation.
Open questions:
1. Do we need a hotfix if Client X rejects the new behavior?
Thanks,
[Name]
十七、跨文化溝通的基本假設
請避免把問題直接歸因於「某國人都怎樣」。比較好的假設是：
| 看到的現象 | 可能原因 |
|---|---|
| 只回一兩點 | 信太長、問題沒編號、對方快速掃描 |
| 回得很短 | 對方以為只需要確認、或英文書寫風格簡潔 |
| 很委婉 | 對方不想顯得冒犯、或文化上避免直接否定 |
| 很直接 | 對方重視效率，不一定是不禮貌 |
| 很快回但沒答完整 | KPI 重視 responsiveness，而不是 completeness |
| 不主動說不懂 | 怕顯得不專業、怕冒犯、階層文化 |
| 沒抓到前因後果 | domain knowledge 不足，或背景與行動混在一起 |
我們要做的是降低理解成本，而不是期待每個人都用同一種文化讀信。
十八、推薦使用的 email template
Template 1：要求對方調查問題
Subject: Action required: Please investigate [issue] by [date/time]
Hi [Name/Team],
Summary:
We need your help to investigate [issue]. This is important because [reason/client impact].
Action needed:
Please provide the following:
1. Root cause
2. Client impact
3. Recommended next step
4. Estimated completion date, if a fix is needed
Deadline:
Please reply by [date/time/time zone].
Context:
[Brief background]
Definition of done:
This is complete when we have enough information to decide whether to [release/fix/respond to client/escalate].
Thanks,
[Name]
Template 2：要求對方逐點回覆
Subject: Please confirm 4 items for [topic]
Hi [Name/Team],
Please reply inline to each item below.
1. [Question 1]
2. [Question 2]
3. [Question 3]
4. [Question 4]
If any item is unclear, please write “unclear” and tell us what information you need.
Deadline:
Please reply by [date/time/time zone].
Context:
[Brief context]
Thanks,
[Name]
Template 3：會後 summary
Subject: Summary and action items: [meeting topic]
Hi all,
Thanks for the discussion. Here is the summary.
Decision:
[Decision made]
Action items:
1. [Owner]: [Action] by [date/time/time zone]
2. [Owner]: [Action] by [date/time/time zone]
3. [Owner]: [Action] by [date/time/time zone]
Open questions:
1. [Question]
2. [Question]
Risks:
1. [Risk and mitigation]
Please reply by [date/time] if anything above is incorrect.
Thanks,
[Name]
Template 4：追進度
Subject: Follow-up: Status needed for [topic]
Hi [Name/Team],
Could you please provide a status update for [topic]?
Please include:
1. Current status
2. Completed items
3. Blockers, if any
4. Expected completion date
5. Help needed from our side
Deadline:
Please reply by [date/time/time zone].
Thanks,
[Name]
Template 5：客氣但明確地指出回覆不完整
Subject: Follow-up: Need answers for remaining items
Hi [Name],
Thanks for the update.
Could you also help answer the remaining items below?
2. [Question 2]
3. [Question 3]
We need these answers before we can [make a decision/respond to client/continue QA].
Thanks,
[Name]
十九、寫信 checklist
寄出前檢查：
Subject 是否清楚？
第一段是否有說明重點？
是否明確寫出 action needed？
問題是否有編號？
是否要求對方逐點回覆？
deadline 是否有日期、時間、時區？
是否說清楚 expected output？
背景是否夠，但不過長？
是否避免只寫 ASAP、please check、any update？
對方是否能在不猜測的情況下知道下一步？
二十、核心原則
跨國團隊溝通要記住五個原則：
先講結論，再補背景。
把要求寫成 numbered list。
明確寫出 owner、deadline、expected output。
要求逐點回覆，不要只問 “Do you understand?”
把不確定講出來，比假裝理解更好。
最推薦的一句話：
Please reply inline to each numbered item. If any item is unclear, please write “unclear” and tell us what information you need.
這句可以大幅降低漏讀、誤解和只回一兩點的問題。
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