AI & Digital Skills · AI at Work

Using AI to help write work emails

AI can save time on routine emails, but you remain responsible for what is sent. Use it for a first draft, then edit.

Learn

Step by step

  1. Give the facts, not just the topic. Who is it to, what happened, what do you need them to do and by when?
  2. Choose the tone. Say 'polite but firm', 'warm', or 'brief and neutral'.
  3. Remove sensitive details. Replace personal data, account numbers or confidential figures with placeholders unless your workplace has approved the tool.
  4. Edit before sending. Check facts, names and promises. Remove phrases you would never say.

Worked example

Before and after

Before: Write an email chasing a late invoice.

After: Draft a polite but firm email to [client name] reminding them invoice [number] for [amount] was due on [date] and is now 14 days overdue. Ask for payment or an expected date by Friday. Keep it under 90 words.

Why it works: Placeholders keep private details out of the tool, and the facts and deadline make the draft usable.

Try it

Practice tasks

  1. List two things you should never paste into an unapproved AI tool.
  2. An AI draft promises 'a full refund within 24 hours'. What should you do?

Key terms and next lesson

PromptThe instruction or question you give an AI tool.Generative AIAI that creates new content — text, images, audio, video or code — in response to an instruction.Training dataThe examples used to teach an AI model — text, images, recordings or records.Next: Using AI for reports and researchAI is useful for structure, summaries and first drafts. It is weakest at facts and sources, so research still needs checking.

Last reviewed: 25 September 2026