[Script Info]
Title: 
[Events]
Format: Layer, Start, End, Style, Name, MarginL, MarginR, MarginV, Effect, Text
Dialogue: 0,0:00:00.00,0:00:00.95,Default,,0000,0000,0000,,
Dialogue: 0,0:00:00.95,0:00:02.84,Default,,0000,0000,0000,,[TOOLS WHIRRING]
Dialogue: 0,0:00:02.84,0:00:04.73,Default,,0000,0000,0000,,
Dialogue: 0,0:00:04.73,0:00:07.37,Default,,0000,0000,0000,,ANNOUNCER: Welcome\Nto Email Tune-Up,
Dialogue: 0,0:00:07.37,0:00:11.29,Default,,0000,0000,0000,,the video podcast to help you\Nimprove your business writing.
Dialogue: 0,0:00:11.29,0:00:15.81,Default,,0000,0000,0000,,
Dialogue: 0,0:00:15.81,0:00:17.60,Default,,0000,0000,0000,,PROFESSOR: Now, here,\Nwe have a short email
Dialogue: 0,0:00:17.60,0:00:22.55,Default,,0000,0000,0000,,from Jenny, who is responsible\Nfor her company's IT services.
Dialogue: 0,0:00:22.55,0:00:25.95,Default,,0000,0000,0000,,She's written this email to give\Nher colleagues some bad news.
Dialogue: 0,0:00:25.95,0:00:29.12,Default,,0000,0000,0000,,The office email server\Nwill be down later today
Dialogue: 0,0:00:29.12,0:00:31.82,Default,,0000,0000,0000,,because of some\Ntechnical problems.
Dialogue: 0,0:00:31.82,0:00:33.95,Default,,0000,0000,0000,,When a server goes\Ndown, it means
Dialogue: 0,0:00:33.95,0:00:37.94,Default,,0000,0000,0000,,that it has been taken offline\Nor down for maintenance
Dialogue: 0,0:00:37.94,0:00:40.22,Default,,0000,0000,0000,,or because of a problem.
Dialogue: 0,0:00:40.22,0:00:44.28,Default,,0000,0000,0000,,Before we look at the mechanics,\Nstyle, and tone of this message,
Dialogue: 0,0:00:44.28,0:00:46.07,Default,,0000,0000,0000,,let's talk a little\Nbit about the best way
Dialogue: 0,0:00:46.07,0:00:49.31,Default,,0000,0000,0000,,to deliver bad news in an email.
Dialogue: 0,0:00:49.31,0:00:51.96,Default,,0000,0000,0000,,When you're writing to\Nsomeone outside your company,
Dialogue: 0,0:00:51.96,0:00:54.84,Default,,0000,0000,0000,,it's a good idea to\Nuse an indirect style,
Dialogue: 0,0:00:54.84,0:00:57.77,Default,,0000,0000,0000,,although you should also make\Nsure your reader understands
Dialogue: 0,0:00:57.77,0:01:00.51,Default,,0000,0000,0000,,and accepts the bad news.
Dialogue: 0,0:01:00.51,0:01:04.53,Default,,0000,0000,0000,,But in this case, Jenny is\Nwriting to her own colleagues.
Dialogue: 0,0:01:04.53,0:01:06.85,Default,,0000,0000,0000,,For this internal\Nbad news message,
Dialogue: 0,0:01:06.85,0:01:09.27,Default,,0000,0000,0000,,it's best to use a\Nmore direct style
Dialogue: 0,0:01:09.27,0:01:13.08,Default,,0000,0000,0000,,since the company wants to\Ndeal with problems efficiently.
Dialogue: 0,0:01:13.08,0:01:15.57,Default,,0000,0000,0000,,At the same time, she\Nneeds to be polite
Dialogue: 0,0:01:15.57,0:01:18.42,Default,,0000,0000,0000,,and to show understanding\Nfor her colleagues
Dialogue: 0,0:01:18.42,0:01:20.46,Default,,0000,0000,0000,,receiving the bad news.
Dialogue: 0,0:01:20.46,0:01:22.78,Default,,0000,0000,0000,,Regardless of which\Nmethod you use,
Dialogue: 0,0:01:22.78,0:01:25.62,Default,,0000,0000,0000,,you should always try\Nto buffer or sandwich
Dialogue: 0,0:01:25.62,0:01:31.32,Default,,0000,0000,0000,,bad news with some neutral\Nmaterial before and after.
Dialogue: 0,0:01:31.32,0:01:35.13,Default,,0000,0000,0000,,All right, let's start with\Nthe mechanics of this email.
Dialogue: 0,0:01:35.13,0:01:38.31,Default,,0000,0000,0000,,As you can see, we\Nhave a subject line--
Dialogue: 0,0:01:38.31,0:01:41.70,Default,,0000,0000,0000,,Server Restart Inform.
Dialogue: 0,0:01:41.70,0:01:44.46,Default,,0000,0000,0000,,Let's first correct the\Ngrammar in this line.
Dialogue: 0,0:01:44.46,0:01:47.88,Default,,0000,0000,0000,,We can't use inform\Nas a noun in this way.
Dialogue: 0,0:01:47.88,0:01:50.63,Default,,0000,0000,0000,,So we'd better change it\Nto something like "notice."
Dialogue: 0,0:01:50.63,0:01:53.97,Default,,0000,0000,0000,,
Dialogue: 0,0:01:53.97,0:01:56.44,Default,,0000,0000,0000,,And since we don't have\Nan opening salutation,
Dialogue: 0,0:01:56.44,0:01:59.12,Default,,0000,0000,0000,,we can add something\Nneutral and professional,
Dialogue: 0,0:01:59.12,0:02:02.09,Default,,0000,0000,0000,,like "Dear Colleagues."
Dialogue: 0,0:02:02.09,0:02:05.33,Default,,0000,0000,0000,,
Dialogue: 0,0:02:05.33,0:02:07.62,Default,,0000,0000,0000,,Now, when we look at\Nthe body of the email,
Dialogue: 0,0:02:07.62,0:02:10.40,Default,,0000,0000,0000,,the first thing we notice\Nis that the entire message
Dialogue: 0,0:02:10.40,0:02:13.64,Default,,0000,0000,0000,,is just one sentence long.
Dialogue: 0,0:02:13.64,0:02:15.36,Default,,0000,0000,0000,,And it's a run-on sentence.
Dialogue: 0,0:02:15.36,0:02:18.14,Default,,0000,0000,0000,,That is, it's really\Nseveral separate sentences
Dialogue: 0,0:02:18.14,0:02:21.13,Default,,0000,0000,0000,,that have been incorrectly\Nstrung together with commas.
Dialogue: 0,0:02:21.13,0:02:24.08,Default,,0000,0000,0000,,
Dialogue: 0,0:02:24.08,0:02:27.27,Default,,0000,0000,0000,,Let's start by replacing all\Nthese commas with periods
Dialogue: 0,0:02:27.27,0:02:29.35,Default,,0000,0000,0000,,so that the sentences\Nstand on their own.
Dialogue: 0,0:02:29.35,0:02:32.81,Default,,0000,0000,0000,,
Dialogue: 0,0:02:32.81,0:02:35.57,Default,,0000,0000,0000,,And we'll need to\Ncapitalize the first word
Dialogue: 0,0:02:35.57,0:02:37.48,Default,,0000,0000,0000,,in each of these new sentences.
Dialogue: 0,0:02:37.48,0:02:41.69,Default,,0000,0000,0000,,
Dialogue: 0,0:02:41.69,0:02:44.81,Default,,0000,0000,0000,,Now that we've broken\Nthe sentences apart,
Dialogue: 0,0:02:44.81,0:02:47.00,Default,,0000,0000,0000,,let's go through them\None by one and make sure
Dialogue: 0,0:02:47.00,0:02:49.49,Default,,0000,0000,0000,,the grammar is correct.
Dialogue: 0,0:02:49.49,0:02:52.37,Default,,0000,0000,0000,,In the first sentence, Jenny\Nwrites that the company will
Dialogue: 0,0:02:52.37,0:02:59.25,Default,,0000,0000,0000,,have to restart the server from\N17:15 PM to 18:00 PM today.
Dialogue: 0,0:02:59.25,0:03:02.59,Default,,0000,0000,0000,,Since Jenny is using\N24-hour time here,
Dialogue: 0,0:03:02.59,0:03:08.10,Default,,0000,0000,0000,,she doesn't need PM\Nafter 17:15 or 18:00.
Dialogue: 0,0:03:08.10,0:03:10.80,Default,,0000,0000,0000,,This sentence also has\Na subordinate clause--
Dialogue: 0,0:03:10.80,0:03:14.37,Default,,0000,0000,0000,,"because of the backup tape\Nequipment has some problems."
Dialogue: 0,0:03:14.37,0:03:18.79,Default,,0000,0000,0000,,Here, we need to change\N"because of" to "because."
Dialogue: 0,0:03:18.79,0:03:22.32,Default,,0000,0000,0000,,Remember that "because of"\Nis always followed by a noun
Dialogue: 0,0:03:22.32,0:03:24.30,Default,,0000,0000,0000,,or a noun phrase.
Dialogue: 0,0:03:24.30,0:03:26.65,Default,,0000,0000,0000,,But what we have here\Nis a complete sentence,
Dialogue: 0,0:03:26.65,0:03:29.56,Default,,0000,0000,0000,,"the backup tape equipment\Nhas some problems,"
Dialogue: 0,0:03:29.56,0:03:33.00,Default,,0000,0000,0000,,which takes "because" by itself.
Dialogue: 0,0:03:33.00,0:03:35.29,Default,,0000,0000,0000,,We can also see that\Nthis last sentence,
Dialogue: 0,0:03:35.29,0:03:40.59,Default,,0000,0000,0000,,"Any questions please call 588,"\Nis actually a sentence fragment.
Dialogue: 0,0:03:40.59,0:03:43.08,Default,,0000,0000,0000,,We'd better turn it into a\Ncomplete sentence by making
Dialogue: 0,0:03:43.08,0:03:48.18,Default,,0000,0000,0000,,the first part into a clause,\N"If you have any questions,"
Dialogue: 0,0:03:48.18,0:03:51.57,Default,,0000,0000,0000,,and then setting it\Noff with a comma.
Dialogue: 0,0:03:51.57,0:03:54.48,Default,,0000,0000,0000,,And finally, we should think\Nabout structuring the email
Dialogue: 0,0:03:54.48,0:03:58.03,Default,,0000,0000,0000,,into separate paragraphs.
Dialogue: 0,0:03:58.03,0:04:01.97,Default,,0000,0000,0000,,I think the best way to do this\Nis to begin a new paragraph with
Dialogue: 0,0:04:01.97,0:04:04.36,Default,,0000,0000,0000,,"Sorry for the inconvenience."
Dialogue: 0,0:04:04.36,0:04:07.84,Default,,0000,0000,0000,,This gives us two paragraphs\Nwith separate ideas, one
Dialogue: 0,0:04:07.84,0:04:10.12,Default,,0000,0000,0000,,that explains what's\Nhappening and one
Dialogue: 0,0:04:10.12,0:04:12.16,Default,,0000,0000,0000,,that apologizes\Nto Jenny's readers
Dialogue: 0,0:04:12.16,0:04:17.17,Default,,0000,0000,0000,,and gives them an opportunity\Nto ask for more information.
Dialogue: 0,0:04:17.17,0:04:22.00,Default,,0000,0000,0000,,Now, let's move on to\Nthe style of this email.
Dialogue: 0,0:04:22.00,0:04:24.92,Default,,0000,0000,0000,,When you're writing a\Nmessage to deliver bad news,
Dialogue: 0,0:04:24.92,0:04:29.09,Default,,0000,0000,0000,,one good strategy is to\Nbuffer the news, that is,
Dialogue: 0,0:04:29.09,0:04:32.56,Default,,0000,0000,0000,,to put some neutral material\Nat the beginning and the end
Dialogue: 0,0:04:32.56,0:04:35.89,Default,,0000,0000,0000,,of the email and also\Nat the beginning and end
Dialogue: 0,0:04:35.89,0:04:39.55,Default,,0000,0000,0000,,of each paragraph\Ncontaining bad news.
Dialogue: 0,0:04:39.55,0:04:41.77,Default,,0000,0000,0000,,This makes the\Ndelivery less abrupt
Dialogue: 0,0:04:41.77,0:04:44.11,Default,,0000,0000,0000,,and helps avoid giving\Na negative impression
Dialogue: 0,0:04:44.11,0:04:46.36,Default,,0000,0000,0000,,to the reader.
Dialogue: 0,0:04:46.36,0:04:49.37,Default,,0000,0000,0000,,As you can see, Jenny\Nhasn't followed this rule.
Dialogue: 0,0:04:49.37,0:04:51.38,Default,,0000,0000,0000,,She goes straight\Nto the bad news.
Dialogue: 0,0:04:51.38,0:04:54.07,Default,,0000,0000,0000,,We will restart our mail server.
Dialogue: 0,0:04:54.07,0:04:58.76,Default,,0000,0000,0000,,And only afterwards does she\Nexplain the reason for the news.
Dialogue: 0,0:04:58.76,0:05:02.36,Default,,0000,0000,0000,,Let's rearrange this paragraph\Nto put the explanation first
Dialogue: 0,0:05:02.36,0:05:07.28,Default,,0000,0000,0000,,so the readers understand why\Nthey are being inconvenienced.
Dialogue: 0,0:05:07.28,0:05:10.52,Default,,0000,0000,0000,,We can begin by\Nsaying something like,
Dialogue: 0,0:05:10.52,0:05:22.58,Default,,0000,0000,0000,,"We have discovered that\Nthe backup tape equipment
Dialogue: 0,0:05:22.58,0:05:29.67,Default,,0000,0000,0000,,for our mail server\Nhas some problems."
Dialogue: 0,0:05:29.67,0:05:32.66,Default,,0000,0000,0000,,
Dialogue: 0,0:05:32.66,0:05:37.91,Default,,0000,0000,0000,,And then cut out the second\Nclause of the original sentence.
Dialogue: 0,0:05:37.91,0:05:40.31,Default,,0000,0000,0000,,This puts the bad news\Nin the second sentence
Dialogue: 0,0:05:40.31,0:05:43.07,Default,,0000,0000,0000,,of the paragraph.
Dialogue: 0,0:05:43.07,0:05:44.87,Default,,0000,0000,0000,,But we should\Nprobably add a clause
Dialogue: 0,0:05:44.87,0:05:47.36,Default,,0000,0000,0000,,that explains the connection\Nbetween the equipment
Dialogue: 0,0:05:47.36,0:05:49.34,Default,,0000,0000,0000,,problem and the server restart.
Dialogue: 0,0:05:49.34,0:05:52.25,Default,,0000,0000,0000,,
Dialogue: 0,0:05:52.25,0:06:02.02,Default,,0000,0000,0000,,Let's start by saying, "For\Nthis reason, we will restart."
Dialogue: 0,0:06:02.02,0:06:04.63,Default,,0000,0000,0000,,
Dialogue: 0,0:06:04.63,0:06:07.42,Default,,0000,0000,0000,,And we can just\Nsay, "the server"
Dialogue: 0,0:06:07.42,0:06:11.02,Default,,0000,0000,0000,,in this sentence since we've\Nidentified the system already.
Dialogue: 0,0:06:11.02,0:06:14.05,Default,,0000,0000,0000,,
Dialogue: 0,0:06:14.05,0:06:15.85,Default,,0000,0000,0000,,The last sentence\Nin this paragraph
Dialogue: 0,0:06:15.85,0:06:18.67,Default,,0000,0000,0000,,gives the reader some\Nadditional bad news.
Dialogue: 0,0:06:18.67,0:06:20.29,Default,,0000,0000,0000,,Jenny is telling\Nthem that the company
Dialogue: 0,0:06:20.29,0:06:24.38,Default,,0000,0000,0000,,may lose its email connection\Nfor a long time this afternoon.
Dialogue: 0,0:06:24.38,0:06:26.59,Default,,0000,0000,0000,,But since we know that the\Nrepairs should be finished
Dialogue: 0,0:06:26.59,0:06:32.35,Default,,0000,0000,0000,,by 18:00, we can rephrase\Nthis news in a positive way.
Dialogue: 0,0:06:32.35,0:06:38.11,Default,,0000,0000,0000,,Where Jenny writes "from\N17:15 to 18:00," let's say,
Dialogue: 0,0:06:38.11,0:06:45.49,Default,,0000,0000,0000,,"beginning at 17:15 today" and\Nend the second sentence there.
Dialogue: 0,0:06:45.49,0:06:47.80,Default,,0000,0000,0000,,This gives us the chance\Nto end the paragraph
Dialogue: 0,0:06:47.80,0:06:49.87,Default,,0000,0000,0000,,on a positive note.
Dialogue: 0,0:06:49.87,0:06:54.38,Default,,0000,0000,0000,,Instead of saying, "We expect to\Nrestart the server many times,"
Dialogue: 0,0:06:54.38,0:07:02.87,Default,,0000,0000,0000,,the final sentence can say,\N"We expect the server to be
Dialogue: 0,0:07:02.87,0:07:08.63,Default,,0000,0000,0000,,available again after 18:00."
Dialogue: 0,0:07:08.63,0:07:11.66,Default,,0000,0000,0000,,When an email has\Nto deliver bad news,
Dialogue: 0,0:07:11.66,0:07:13.94,Default,,0000,0000,0000,,it's also helpful\Nto emphasize how
Dialogue: 0,0:07:13.94,0:07:16.67,Default,,0000,0000,0000,,readers can benefit\Nby cooperating
Dialogue: 0,0:07:16.67,0:07:19.67,Default,,0000,0000,0000,,or by accepting the situation.
Dialogue: 0,0:07:19.67,0:07:21.65,Default,,0000,0000,0000,,So let's have Jenny\Nadd a new sentence
Dialogue: 0,0:07:21.65,0:07:24.26,Default,,0000,0000,0000,,in a separate\Nparagraph, explaining
Dialogue: 0,0:07:24.26,0:07:26.63,Default,,0000,0000,0000,,why this temporary\Ninterruption of service
Dialogue: 0,0:07:26.63,0:07:30.95,Default,,0000,0000,0000,,will make things easier for\Nher colleagues in the long run.
Dialogue: 0,0:07:30.95,0:07:40.43,Default,,0000,0000,0000,,She can say, "These repairs\Nto the server will make
Dialogue: 0,0:07:40.43,0:07:51.65,Default,,0000,0000,0000,,your Internet and email\Nconnections more reliable
Dialogue: 0,0:07:51.65,0:07:52.40,Default,,0000,0000,0000,,in the future."
Dialogue: 0,0:07:52.40,0:07:55.17,Default,,0000,0000,0000,,
Dialogue: 0,0:07:55.17,0:07:58.08,Default,,0000,0000,0000,,In the next paragraph,\NJenny is right to use
Dialogue: 0,0:07:58.08,0:08:00.78,Default,,0000,0000,0000,,apologetic phrasing,\Nsince this ends the email
Dialogue: 0,0:08:00.78,0:08:02.91,Default,,0000,0000,0000,,in a less negative way.
Dialogue: 0,0:08:02.91,0:08:05.53,Default,,0000,0000,0000,,But we should make some\Nchanges to her language
Dialogue: 0,0:08:05.53,0:08:07.95,Default,,0000,0000,0000,,so it sounds less abrupt.
Dialogue: 0,0:08:07.95,0:08:11.80,Default,,0000,0000,0000,,A sentence beginning with\N"Sorry" sounds very informal,
Dialogue: 0,0:08:11.80,0:08:15.45,Default,,0000,0000,0000,,which probably isn't a good idea\Nif she wants to show sympathy
Dialogue: 0,0:08:15.45,0:08:17.22,Default,,0000,0000,0000,,for her colleagues.
Dialogue: 0,0:08:17.22,0:08:23.82,Default,,0000,0000,0000,,Let's change it to "We apologize\Nfor the inconvenience."
Dialogue: 0,0:08:23.82,0:08:28.44,Default,,0000,0000,0000,,And we don't really need\Nthis final "to you."
Dialogue: 0,0:08:28.44,0:08:36.06,Default,,0000,0000,0000,,And we can change "call 588"\Nto "call me on extension 588,"
Dialogue: 0,0:08:36.06,0:08:40.11,Default,,0000,0000,0000,,again, making the sentence less\Nabrupt and more informative
Dialogue: 0,0:08:40.11,0:08:43.86,Default,,0000,0000,0000,,and emphasizing that Jenny is\Npersonally involved in solving
Dialogue: 0,0:08:43.86,0:08:45.90,Default,,0000,0000,0000,,this problem.
Dialogue: 0,0:08:45.90,0:08:51.25,Default,,0000,0000,0000,,And finally, let's review\Nthe email for tone.
Dialogue: 0,0:08:51.25,0:08:54.41,Default,,0000,0000,0000,,The first and second\Nparagraphs have a neutral tone,
Dialogue: 0,0:08:54.41,0:08:56.14,Default,,0000,0000,0000,,which is appropriate\Nfor delivering
Dialogue: 0,0:08:56.14,0:08:58.90,Default,,0000,0000,0000,,bad news in an internal memo.
Dialogue: 0,0:08:58.90,0:09:01.96,Default,,0000,0000,0000,,But in the third paragraph,\Nwe should add some language
Dialogue: 0,0:09:01.96,0:09:05.41,Default,,0000,0000,0000,,to make Jenny's apology\Nsound more sincere
Dialogue: 0,0:09:05.41,0:09:10.21,Default,,0000,0000,0000,,by expressing concern for\Nthe needs of her colleagues.
Dialogue: 0,0:09:10.21,0:09:11.86,Default,,0000,0000,0000,,Jenny wants to make\Nher readers feel
Dialogue: 0,0:09:11.86,0:09:14.59,Default,,0000,0000,0000,,welcome to ask for more\Ninformation about the server
Dialogue: 0,0:09:14.59,0:09:16.00,Default,,0000,0000,0000,,problem.
Dialogue: 0,0:09:16.00,0:09:19.48,Default,,0000,0000,0000,,So let's begin by\Nadding "or concerns"
Dialogue: 0,0:09:19.48,0:09:21.65,Default,,0000,0000,0000,,to this final sentence.
Dialogue: 0,0:09:21.65,0:09:26.77,Default,,0000,0000,0000,,So it becomes\N"questions or concerns."
Dialogue: 0,0:09:26.77,0:09:32.08,Default,,0000,0000,0000,,And we can change "please call"\Nto "please feel free to call,"
Dialogue: 0,0:09:32.08,0:09:36.46,Default,,0000,0000,0000,,again, to create a\Nmore welcoming tone.
Dialogue: 0,0:09:36.46,0:09:38.71,Default,,0000,0000,0000,,Finally, we should\Nadd a closing sentence
Dialogue: 0,0:09:38.71,0:09:41.44,Default,,0000,0000,0000,,to show appreciation for\Nthe reader's problems
Dialogue: 0,0:09:41.44,0:09:45.34,Default,,0000,0000,0000,,and their willingness to\Ncooperate in solving them.
Dialogue: 0,0:09:45.34,0:09:53.73,Default,,0000,0000,0000,,Let's write something like\N"Thank you for your patience
Dialogue: 0,0:09:53.73,0:09:56.11,Default,,0000,0000,0000,,and understanding."
Dialogue: 0,0:09:56.11,0:09:58.65,Default,,0000,0000,0000,,
Dialogue: 0,0:09:58.65,0:10:03.72,Default,,0000,0000,0000,,This sentence, "We apologize\Nfor the inconvenience,"
Dialogue: 0,0:10:03.72,0:10:06.24,Default,,0000,0000,0000,,may not really be necessary.
Dialogue: 0,0:10:06.24,0:10:10.71,Default,,0000,0000,0000,,Some of you may feel it makes\Nthe email too apologetic.
Dialogue: 0,0:10:10.71,0:10:13.57,Default,,0000,0000,0000,,So I think we can let our\Nlisteners decide for themselves.
Dialogue: 0,0:10:13.57,0:10:17.34,Default,,0000,0000,0000,,Does Jenny need\Nthis apology or not?
Dialogue: 0,0:10:17.34,0:10:20.73,Default,,0000,0000,0000,,Now, let's take one\Nfinal look at this email.
Dialogue: 0,0:10:20.73,0:10:23.82,Default,,0000,0000,0000,,Jenny has taken a problem that\Nmight cause a lot of annoyance
Dialogue: 0,0:10:23.82,0:10:26.22,Default,,0000,0000,0000,,to her readers, and\Nshe's explained it
Dialogue: 0,0:10:26.22,0:10:31.17,Default,,0000,0000,0000,,in a way that's direct,\Nprofessional, and sympathetic.
Dialogue: 0,0:10:31.17,0:10:34.05,Default,,0000,0000,0000,,She's making the best of\Na bad situation, which
Dialogue: 0,0:10:34.05,0:10:38.13,Default,,0000,0000,0000,,is a very important skill\Nin any business setting.
Dialogue: 0,0:10:38.13,0:10:40.50,Default,,0000,0000,0000,,So let's hit the Send button\Nand get this message out
Dialogue: 0,0:10:40.50,0:10:43.10,Default,,0000,0000,0000,,to Jenny's colleagues.
Dialogue: 0,0:10:43.10,0:10:50.00,Default,,0000,0000,0000,,