Transcript No Slide Title

Working with Letters,
Memos, and E-Mail
Messages
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 1
From The Real World
Considering that most people
don’t read much of what is
written, you must be brief and
direct.
Colin Ferguson, Partner
Ferguson Walker Marketing Communications
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 2
Sending Letters,
Memos, and E-Mail
Audience
Format
Readability
Strategy
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 3
Internal
Communication
External
Communication
Understand the
Organization’s Mission
Cultivate
an Impression
Identify Potential
Problems
Respond to Crises
React to Changes
Gather Information
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 4
Format Differences
More Formal
Letters
Less Formal
Memos
External Messages
©2005 Pearson
Education Canada Inc
E-mail
Internal Messages
Business Communication Essentials
Chapter 6 - 5
Format for Business-Letters
Letterhead
Stationery
Date
Salutation
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Address
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The
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©2005 Pearson
Education Canada Inc
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Business Communication Essentials
Chapter 6 - 6
Format for Memos
Memo
Title
Headings
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The
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©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 7
Format for E-Mail
Headings
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Salutation
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The
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©2005 Pearson
Education Canada Inc
Complimentary
Close
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Business Communication Essentials
Chapter 6 - 8
Improving Readability
in Short Messages
Vary Length
of Sentences
©2005 Pearson
Education Canada Inc
Shorten
Paragraphs
Business Communication Essentials
Chapter 6 - 9
Using Lists and Bullets
• Sequence your ideas
• Boost visual impact
• Highlight key points
• Simplify complex subjects
• Help readers skim the text
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 10
Headings and Subheadings
Organization
Descriptive
Headings
Attention
Informative
Headings
Connection
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 11
E-Mail Readability
Subject Lines
Easy-To-Follow
Messages
Personalized
Messages
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 12
E-Mail Etiquette
Practice Courtesy
Send Brief E-mail
Compose Carefully
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 13
Practice Courtesy
Compose Offline
Limit Messages
Know the Audience
Respect Cultures
Clarify Time Zones
Observe Schedules
Avoid Flaming
Prioritize E-mail
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 14
Send Brief E-Mail
Narrow Scope
Short Messages
Concise Sentences
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 15
Compose Carefully
• Reply with care
• Understand “cc”
and “bcc” fields
• Slow down
• Reread and edit
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 16
Categories of Messages
Routine, Good-News, Goodwill
The Message
Opening
Bad-News
Persuasive
Body
Closing
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 17
Real World Applications
Is it ever okay to use an indirect
approach when writing an e-mail? How
can you put off the bad news when you
have to state your purpose in the subject
line?
Let’s discuss!
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 18
Real World Applications
Does it matter whether you personalize
your e-mail messages?
Let’s discuss!
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 19
Real World Applications
Why do you think good internal
communication improves employee
attitudes and performance?
Let’s discuss!
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 20
Real World Applications
What do you think is important about
matching the formality of your message
to the formality of the situation and
audience expectations?
Let’s discuss!
©2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 6 - 21