Transcript Slide 1

Other Forms of
Technical Writing
LETTERS
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DEFINITION
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I. DEFINITION
LETTERS:
• external

written to someone outside your organization
• 1 major point
• 1 page
• Types of Letters:
Positive
2) Negative
3) Neutral
4) Sales
1)
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GENERAL GUIDELINES
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II. GENERAL GUIDELINES
1) PURPOSE:
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You should show a clear sense of purpose
Why are you writing?
 Purpose Statements
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Purpose Statements
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Implied vs. Overt (announce)
Letter –
“As you requested yesterday, ….”
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II. GENERAL GUIDELINES
2) READER ANALYSIS:
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Know your readers’ needs
Know their technical levels
 Planning Form
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II. GENERAL GUIDELINES
2) READER ANALYSIS:
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Whom you are trying to inform or influence
influences your –
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vocabulary
argument
tone
Multiple Readers/Complex Audience:
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= varied audience (regarding technical skill level)
(1) reduce the level of technicality or
(2) write different parts for different readers
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II. GENERAL GUIDELINES
3) FORMAT:
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Pay attention to correct formats
 Guidelines
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Follow company guidelines
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for uniformity
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II. GENERAL GUIDELINES
3) FORMAT
• Formats:
(1) block format
(2) modified block format
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with indented paragraphs, CC & signature under
date on the right-hand side
(3) simplified format
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II. GENERAL GUIDELINES
3) FORMAT
• Faxes:
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between the date & inside address
FAX TRANSMISSION or FACSIMILE
• References:
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2 lines below the signature block
initials of typist (rs) or initials of writer &
typist (SAH/rs)
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II. GENERAL GUIDELINES
3) FORMAT
• Enclosure:
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1-2 below Reference Initials
Enclosure or Attachment
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II. GENERAL GUIDELINES
3) FORMAT
• Copy:
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1-2 below Enclosure
Abbreviation + Name of person/s receiving the
copies
C = copy
CC = carbon copy
PC = photocopy
BC = blind copy
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no “copy” on the original
* NO caps for each abbreviation
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II. GENERAL GUIDELINES
3) FORMAT
• Postscripts:
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last item (used but occasionally)
PS or P.S.
• Multiple-Page Headings:
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recipient (person or company) + date + page #
often abbreviated
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Jones to Bridges, 2
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II. GUIDELINES
4) ABC Format:
• ABSTRACT
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Introduce the purpose
 Purpose Statement
Summarize main points
1-2 small paragraphs
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II. GUIDELINES
4) ABC Format:
• BODY
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Lists to break-up the text
Headings to break-up the text, divide info
Use Personal names
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names of readers
Paragraphs = Deduction
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General  Specific
main point = 1st
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II. GUIDELINES
4) ABC Format:
• CONCLUSION
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Summary of the Main Idea
Clear Statement of what will happen next
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Reader Analysis and Firsts & Lasts
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II. GUIDELINES
5) 3 C’s STRATEGY of PERSUASION:
• CAPTURE
• CONVINCE
• CONTROL
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II. GUIDELINES
5) 3 C’s STRATEGY of PERSUASION:
• CAPTURE
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Capture interest with a good opener
Tell readers what the letter/memo can do for
them
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II. GUIDELINES
5) 3 C’s STRATEGY of PERSUASION:
• CONVINCE
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Convince the reader with supporting points
Evidence supports opening claim:
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this document will make their lives easier
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II. GUIDELINES
5) 3 C’s STRATEGY of PERSUASION:
• CONTROL
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Control the closing
Use a statement that
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puts you in the position of following up on the
letter/memo
and solidifies your relationship with the reader
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II. GUIDELINES
6) “YOU”:
• Focus on the reader
• Anticipate & answer questions the reader
may raise
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“How will this affect the cost? By
allowing….”
• Replace “I” & “me” with “you” & “your”
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II. GUIDELINES
7) ATTACHMENTS:
• Letters/Memos = brief
Detail = in the attachment
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keeps the focus on the main point/message
doesn’t distract, avoids clutter
details = for future reference
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II. GUIDELINES
8) DIPLOMACY:
• Be tactful
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persuade & entice, don’t command
be mindful of your TONE & DICTION
don’t be pushy, 1-sided, condescending
• Positive (good news) letters =
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in the active voice
• Negative (bad news) letters =
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in the passive voice
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II. GUIDELINES
9) EDIT-PROOFREAD:
• Errors = obvious in short pieces
• Grammar –
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missing or improper punctuation
faulty subject-verb agreement
faulty pronoun-reference agreement
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“sexist” language
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II. GUIDELINES
9) EDIT-PROOFREAD:
• Mechanics –
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spelling errors
old or wrong address
wrong title, job title
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II. GUIDELINES
9) EDIT-PROOFREAD:
• Style –
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negative tone
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clichés & pat expressions
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no negatives: don’t, won’t, cannot
“per your request”
long, windy sentences
presumptive phrases
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“thank you in advance”
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II. GUIDELINES
10) QUICK RESPONSE:
• Written & sent within 48 hours
• Give plenty of time for an appropriate
response from readers
• Examples –
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follow-up letter to meeting
customer request on a product
service or shipping delay
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SPECIFIC GUIDELINES
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III. SPECIFIC GUIDELINES
• TYPES of Letters:
1)
2)
3)
4)
Positive
Negative
Neutral
Sales
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III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
• State good news immediately
• Examples –
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replying to a question @ products, services
acknowledging receipt of order
recommending for a promotion
responding favorably to a routine request
responding favorably to a complaint or
adjustment
hiring an employee
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III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
• ABC
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Abstract –
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bridge between this letter & previous
communication
clear statement of good news
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III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
• ABC
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Body –
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supporting data of main point
clarification of possible questions reader may
have
qualification of good news, if any
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III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
• ABC
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Conclusion –
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statement of eagerness to continue relationship,
complete project, …
clear statement of what happens next, if relevant
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III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
• Buffer the bad news BUT be clear
• Examples –
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explaining delays
declining requests
registering complaints
refusing adjustments
denying credit
giving poor performance review
explaining changes in original orders
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III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
• ABC
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Abstract –
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bridge between this letter & previous
communication
general statement of purpose or appreciation
(buffer)
 to find common bond
 to find area of agreement
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III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
• ABC
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Body –
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strong emphasis on what can be done, when
possible
buffered but clear statement of what cannot be
done
 with clear statement of reasons for negative news
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facts that support your views (support)
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III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
• ABC
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Conclusion –
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closing remarks that express interest in
continued association
clear statement of what happens next, if relevant
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III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
• Be absolutely clear about your inquiry or
response
• Examples –
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requesting information
inviting reader to an event
responding to an invitation or routine request
placing orders
providing transmittal letter for a fax transmission
sending solicited or unsolicited items through the mail
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III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
• ABC
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Abstract –
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bridge between this letter & previous
communication
clear statement of purpose
 response
 request
 invitation
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III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
• ABC
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Body –
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details that support the Purpose Statement
description of items requested or sent
requirements related to invitation
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III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
• ABC
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Conclusion –
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statement of appreciation
description of actions that should happen next
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III. SPECIFIC GUIDELINES
4) SALES LETTERS:
• Help solve their problems
• Examples –
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ALL correspondence with a customer
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from 1st contact to thank-you letter
starting a relationship
following a phone call
following a meeting
following completion of a sale or project
seeking repeat business
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III. SPECIFIC GUIDELINES
4) SALES LETTERS:
• ABC (3 C’s)
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Abstract –
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Capture attention
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cite a surprising fact
announce a new product or service (that client needs)
ask a question
show an understanding of the client’s problem
show potential for solving client’s problem
present a testimonial
make a challenging claim
summarize the results of a meeting
answer a question the reader previously asked
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III. SPECIFIC GUIDELINES
4) SALES LETTERS:
• ABC (3 C’s)
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Body –
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Convince the reader
 stress one main problem about which the reader has a
concern
 stress one main selling point of your solution
 emphasize what is unique about your solution
 focus on value & quality
 rather than price
 put details in enclosures
 briefly explain the value of the enclosures
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III. SPECIFIC GUIDELINES
4) SALES LETTERS:
• ABC (3 C’s)
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Conclusion –
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Control the next step in the sales process
 leave the reader with one crucial point to ponder or
remember
 offer to call
 (1st choice)
 ask reader to call
 (last choice)
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SUMMARY
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IV. SUMMARY
• Make wise use of ATTACHMENTS
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place details in attachments
keep particulars, specifics out of these
brief communiqués
• Complete READER ANALYSIS
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address their needs
write to their technical skill levels
follow the Rule of “Firsts & Lasts”
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IV. SUMMARY
• Follow the ABC Format
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Abstract
Body
Conclusion
• Plus the 3 C’s Strategy of Persuasion
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Capture
Convince
Control
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IV. SUMMARY
• Have a clear PURPOSE & ORGANIZATION
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Purpose Statements
ABC & #3 C’s
Planning Forms
• Astutely employ PAGE DESIGN elements
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Headings
Lists