Email templates

The guides are designed so that you can follow detailed instructions on how to handle each task step-by-step. It is important that you read every part carefully and do not skip any of the instructions. However, If you have any questions regarding the process please contact the Digital Kosovo team at


With the advent of e-mail, it became less and less common to write letters, but the few letters that you will write will probably be very important ones, such as covering letters for requests. In our case the request for the inclusion of Kosovo on official website-passenger info systems, or universities, banks, and post-telecoms is an important one. Before we introduce some tips for sending an official letter of request, it is worthwhile pointing out that our team has identified a variety of problems with regard to airports that need to be addressed specifically.

Email and paper letters are different things, and should be composed differently. For instance, all e-mails come with automatically composed headers that contain (or at least are supposed to contain) all the contact information required for the recipient to discern who the message is from, and exactly who they thought they were sending it to.

The tone of an email generally needs to be slightly less formal than a written letter would be. There are several reasons for this, but the main modern consideration is the deluge of spam that everyone now receives.

A summary of writing rules including outlines for official letters, and abbreviations used in letters.

In English there are a number of patterns that should be used when writing a formal or official letter. Furthermore, you should try to write as simply and as clearly as possible, and not to make the letter any longer than necessary. Remember not to use informal language such as contractions. Your letter needs to be properly addressed, formatted and spaced.


  • Your Address:

The return address should be written in the top right-hand corner or at the centre as a header of the letter.

  • The address of the person you are writing to:

The inside address should be placed on the left, starting below your address, if your address is paces on right-hand corner of the letter.


Different people put the date on different sides of the page, either on the right or the left on the line after the address you are writing to. You should write the month as a word.

Salutation or greeting:

  • Dear Sir or Madam,
    If you do not know the name of the person you are writing to, use this. It is always advisable to try to find out a name.
  • Dear Mr Jenkins,
    If you know the name, use their title (Mr, Mrs, Miss or Ms, Dr, etc.) and the surname only. If you are writing to a woman and do not know if she uses Mrs or Miss, you can use Ms, which is for both married and single women.


Subject requests should be precise and concise. It is now common to put the subject of the letter directly below the salutation. This should be in bold or underlined. The purpose is to give the reader an idea of what the letter is about before reading it, and to be able to pass it on to a more appropriate person if necessary.

Ending a Letter:

At the end of the letter it is advisable to use the following expressions:

  • Yours faithfully,
    If you do not know the name of the person, end the letter this way.
  • Yours sincerely,
    If you know the name of the person, end the letter this way.
  • Your signature
    Sign your name, then include it underneath the signature. If you think the person you are writing to might not know whether you are male of female, put you title in brackets after your name

Content of an official letter:

  • The first paragraph should be short and state the purpose of the letter, for example to make an enquiry, complain, or request something.
  • The paragraph, or paragraphs, in the middle of the letter should contain all the relevant information behind the writing of the letter. Most letters in english are not very long, so keep the information to the essentials and concentrate on organising it in a clear and logical manner rather than expanding too much.
  • The last paragraph of a formal letter should state what action you expect the recipient to take (to include Kosovo on the official website), thank them, and give your availability in case they need further assistance.

Check your grammar and spelling very carefully

Mistakes will create a very bad impression, and they will lessen the effect of what you’re saying and, in the case of a request for change or inclusion, could well hamper your target. So:

  • Check the spelling yourself, as the spellchecker won’t recognise incorrect use, for example, of dose and does. Check your grammar carefully. If it’s been pointed out to you that you commonly make some mistakes, look especially for these kinds of errors. Get someone else to check it for you if necessary.
  • Check your sentences and punctuation. Are the sentences complete? Does the punctuation help to make what you’re saying clearer?
  • Don’t rush the letter: many mistakes occur because of this. Allow plenty of time for checking, and if necessary, for rewriting. The letter may have to be decisive to hit the target.

Use the right tone of language

It’s important to use the right type of language and the right ‘register’. Most letters you write will need to be formal, but not overly so. In fact, you should use similar language to that which you use in your academic writing. This means you should:

  •  Avoid every-day, colloquial language, slang or jargon
  •  Avoid contractions (I’m; it’s etc.)
  •  Avoid emotive, subjective language (terrible, rubbish etc.)
  •  Avoid vague words such as nice, good, get etc.

You should always be polite and respectful, even if complaining. One way of doing this in English, which is common in formal letter writing, is to use ‘modal verbs’ such as would, could and should. Instead of simply writing Please send me, you could express this more formally as I would be grateful if you could send me … Don’t overdo it though, and make your language too formal or maybe old fashioned; don’t look through a thesaurus and put in lots of unnecessarily long words.


We have identified these likely scenarios that you may encounter as you gather data of each airport, university, post telecom, top internet properties. The example below is for the case of an airport:
- Kosovo is on the map, listed and well recognised (no further action is required)
- Kosovo is NOT recognised by the airport
- Kosovo is not on the map and the airport has no connecting flight to Kosovo
- The website claims Kosovo IS recognised but data cannot be found. Research again
- Critical information on an airport is missing. Find and fill in missing information.

These are templates of the letters to be sent out. Follow the showcased layout, and response given when faced with the following scenarios.

Case Scenario 1

Pristina is listed under Serbia, although the map of Kosovo is separate from that of Serbia.

Case Scenario 2

When there are no flights to Pristina and Kosovo’s territories are mapped wrongly under Serbia and Montenegro.

Case Scenario 3

No direct flight to Pristina from this airport, Kosovo and Pristina are not mentioned on the webpage and Kosovo’s territories is mapped under Serbia

Case Scenario 4

When the location of the airport is listed as Pristina, Kosovo, Serbia

Case Scenario 5

Kosovo map is separated from Serbia but Pristina is listed under the state of Serbia.

Case Scenario 6

Pristina is listed under Kosovo, however the map is not separate from Serbia

Case Scenario 7

Pristina is listed and there are no reference made to Serbia: however, Kosovo is listed in the map of Serbia

Case Scenario 8

When Pristina International Airport Adem Jashari is listed as located in Pristina, Kosovo, Serbia and Kosovo is not found in the map.

Case Scenario 9

Template for University

Email footer

It’s always good to add ot the end of your email references that prove the content you are writing, in this case the ICJ decision.

The Republic of Kosovo is a country located in South-Eastern Europe. The Republic of Kosovo is recognised by majority of States of the international community and is a member of the International Monetary Fund, World Bank, the European Bank for Reconstruction and Development and other important international organisations and forums of States. In July 2011, the International Court of Justice (ICJ) ruled [1] that Kosovo’s declaration of independence did not violate international law.

Abbreviations Used in Letter Writing:
The following abbreviations are widely used in letters:
  • Asap = as soon as possible
  • cc = carbon copy (when you send a copy of a letter to more than one person, you use this abbreviation to let them know)
  • Enc. = enclosure (when you include other papers with your letter)
  • Pp. = per procuration (A Latin phrase meaning that you are signing the letter on somebody else's behalf; if they are not there to sign it themselves, etc.)
  • PS = postscript (when you want to add something after you've finished and signed it)
  • pto (informal) = please turn over (to make sure that the other person knows the letter continues on the other side of the page)
  • RSVP = please reply

Take Action

Get Involved

If you want to see Kosovo appearing on more of the websites that you use, find out how you can take action to support our wider campaign.


Send request

We have made the institution and website contact procedure easy and simple for you in order to request Kosovo[s integration into their online platforms.


Report success

When you find websites making the change to add Kosovo to their site, please let us know so that we can update the progress here.