Transcript Letters, Memoranda, and Electronic Communication

Letters, Memoranda, &
Electronic Communication
Other Forms of Technical Writing
2
I. DEFINITIONS
3
I. DEFINITIONS
A) LETTERS:
• external

written to someone outside your organization
• 1 major point
• 1 page
• 4 types:
Positive
2) Negative
3) Neutral
4) Sales
1)
4
I. DEFINITIONS
B) MEMORANDA (memorandums):
• internal

written to someone within your organization
• 1 main point

no more than a few points
• 1 page
5
I. DEFINITIONS
C) EMAIL:
• internal or external

written to someone within or outside your
company
• informal
• written for speed

speed of writing, of delivery
• with formal attachments
6
I. DEFINITIONS
D) Letters, Memos, and Emails:
• PURPOSE:

You should show a clear sense of purpose


Why are you writing?
Purpose Statements
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I. DEFINITIONS
D) Letters, Memos, and Emails:
• READER ANALYSIS:


Know your readers’ needs
Know their technical levels
• FORMATTING:


Pay attention to correct formats
(guidelines)
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II. GUIDELINES
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II. GUIDELINES
1) PURPOSE:

Purpose Statement


Letter


Implied vs. Overt (announce)
“As you requested yesterday, ….”
Memo:

“This memorandum will….”
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II. GUIDELINES
2) READER ANALYSIS:

Whom are you trying to inform or influence?
 influences




vocabulary
argument
tone
Multiple Readers/Complex Audience:



= varied audience (in terms of technical skill
level)
(1) reduce the level of technicality or
(2) write different parts for different readers
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II. GUIDELINES
3) FORMAT:


Follow company guidelines
for uniformity
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II. GUIDELINES
3) FORMAT: LETTERS
• Formats:


(1) block format
(2) modified block format


with indented paragraphs, CC & signature under
date on the right-hand side
(3) simplified format
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II. GUIDELINES
3) FORMAT: LETTERS
• Faxes:


between the date & inside address
FAX TRANSMISSION or FACSIMILE
• References:


2 lines below the signature block
initials of typist (rs) or initials of writer &
typist (SAH/rs)
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II. GUIDELINES
3) FORMAT: LETTERS
• Enclosure:


1-2 below Reference Initials
Enclosure or Attachment
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II. GUIDELINES
3) FORMAT: LETTERS
• Copy:






1-2 below Enclosure
Abbreviation + Name of person/s receiving the
copies
C = copy
CC = carbon copy
PC = photocopy
BC = blind copy


no “copy” on the original
* NO caps for each abbreviation
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II. GUIDELINES
3) FORMAT: LETTERS
• Postscripts:


last item (used but occasionally)
PS or P.S.
• Multiple-Page Headings:


recipient (person or company) + date + page #
often abbreviated

Jones to Bridges, 2
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II. GUIDELINES
3) FORMAT: MEMOS
• Formats:



date + to + from + subject
From Line = initialed
Subject Line = attention-grabber, meaning
• Faxes:


before the date
FAX TRANSMISSION or FACSIMILE
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II. GUIDELINES
3) FORMAT: MEMOS
• References:


below the last paragraph
initials of typist (rs) or initials of writer &
typist (SAH/rs)
• Enclosures/Attachments:


1-2 below Reference Initials
Enclosure or Attachment
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II. GUIDELINES
3) FORMAT: MEMOS
• Copy:






1-2 below Enclosure
Abbreviation + Name of person/s receiving the
copies
C = copy
CC = carbon copy
PC = photocopy
BC = blind copy


(no “copy” on the original)
* NO caps for each abbreviation
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II. GUIDELINES
3) FORMAT: MEMOS
• Postscripts:


last item (rarely used—avoid)
PS or P.S.
• Multiple-Page Headings:


recipient (person or company) + date + page #
often abbreviated

Jones to Bridges, 2
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II. GUIDELINES
4) ABC Format:
• ABSTRACT



Introduce the purpose
 Purpose Statement
Summarize main points
1-2 small paragraphs
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II. GUIDELINES
4) ABC Format:
• BODY



Lists to break-up the text
Headings to break-up the text, divide info
Use Personal names


names of readers
Paragraphs = Deduction


General  Specific
main point = 1st
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II. GUIDELINES
4) ABC Format:
• CONCLUSION


Summary of the Main Idea
Clear Statement of what will happen next

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


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


Convince the reader with supporting points
Evidence supports opening claim:

this document will make their lives easier
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II. GUIDELINES
5) 3 C’s STRATEGY of PERSUASION:
• CONTROL


Control the closing
Use a statement that


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

“How will this affect the cost? By
allowing….”
• Replace “I” & “me” with “you” & “your”
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II. GUIDELINES
7) ATTACHMENTS:
• Letter/Memo = brief
Detail = in the attachment



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



persuade & entice, don’t command
be mindful of your TONE & DICTION
don’t be pushy, 1-sided, condescending
• Positive (good news) letters =

in the active voice
• Negative (bad news) letters =

in the passive voice
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II. GUIDELINES
9) EDIT-PROOFREAD:
• Errors = obvious in short pieces
• Grammar –



missing or improper punctuation
faulty subject-verb agreement
faulty pronoun-reference agreement

“sexist” language
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II. GUIDELINES
9) EDIT-PROOFREAD:
• Mechanics –



spelling errors
old or wrong address
wrong title, job title
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II. GUIDELINES
9) EDIT-PROOFREAD:
• Style –

negative tone


clichés & pat expressions



no negatives: don’t, won’t, cannot
“per your request”
long, windy sentences
presumptive phrases

“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 –



follow-up letter to meeting
customer request on a product
service or shipping delay
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III. SPECIFIC GUIDELINES
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III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
• State good news immediately
• Examples –






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

Abstract –


bridge between this letter & previous
communication
clear statement of good news
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III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
• ABC

Body –



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

Conclusion –


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 –







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

Abstract –


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

Body –


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

facts that support your views (support)
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III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
• ABC

Conclusion –


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 –






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

Abstract –


bridge between this letter & previous
communication
clear statement of purpose
 response
 request
 invitation
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III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
• ABC

Body –



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

Conclusion –


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 –

ALL correspondence with a customer






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)

Abstract –

Capture attention









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)

Body –

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)

Conclusion –

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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III. SPECIFIC GUIDELINES
5) MEMORANDA:
• Memo =



most common type of writing
to peers, subordinates, superiors within your
company
throughout the entirety of your career
Be clear, brief, tactful
53
III. SPECIFIC GUIDELINES
5) MEMORANDA:
• Examples –
 (positive)



(negative)



reporting loss of profit or revenue
requesting closer attention to time sheets
(neutral)



announcing bonuses
commending employee performance
announcing or summarizing a meeting
explaining a procedure
(sales)



requesting funding
recommending staff
suggesting changes
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III. SPECIFIC GUIDELINES
5) MEMORANDA :
• ABC

Abstract –


clear statement of purpose
outline of the main parts of the memo
55
III. SPECIFIC GUIDELINES
5) MEMORANDA :
• ABC

Body –

supporting data for the main point
 best = first or last




short paragraphs or listed items
absolute clarity about what the memo has to do
with the reader
tactful presentation of any negative news
reference to attachments, when much detail is
required
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III. SPECIFIC GUIDELINES
5) MEMORANDA :
• ABC

Conclusion –


clear statement of what happens next
another effort to retain reader’s goodwill &
cooperation
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IV. EMAIL
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IV. EMAIL
1) APPROPRIATE USE of EMAIL:
 Don’t send too quickly
59
IV. EMAIL
1) APPROPRIATE USE of EMAIL:
• (advantages)







speed
receipt confirmation
quick reply
cheap to use
cheap to send multiple copies & attachments
saves time
less formal
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IV. EMAIL
1) APPROPRIATE USE of EMAIL:
• (disadvantages)


not private
less formal
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IV. EMAIL
2) ABC Format for EMAIL :
• ABC

Abstract –

casual, friendly greeting
 if justified by your relationship


short, clear Purpose Statement
list of main topics covered
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IV. EMAIL
2) ABC Format for EMAIL :
• ABC

Body –


supporting data
short paragraphs, with deduction
 main point = 1st


headings & lists
abbreviations & jargon
 ONLY when understood by ALL readers
63
IV. EMAIL
2) ABC Format for EMAIL :
• ABC

Conclusion –


summary of main point
clear statement of what happens next
64
IV. EMAIL: Guidelines
1) Standard “MEMO” Format:
• date, to, from, subject
2) One Main Subject:
• one main subject per email
• state clearly, concisely, specifically
• in the Subject Line
• describe the point in the Body
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IV. EMAIL: Guidelines
3) Positive Conversational Style:
• use “good taste”
• fragments & slang = permissible

IF they are in good taste
• watch your tone


not angry, negative
constructive exchanges only
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IV. EMAIL: Guidelines
4) Message = Context:
• Why are you writing?
• if in reply 



“send with receipt” or
with a copy of the original
also, summarize the original
5) Appropriate Method of Reply:
• reply to short message: at the start
• reply to long, complex message:

one point at a time (headings)
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IV. EMAIL: Guidelines
6) Careful Format:
(page design)
• headings
• bulleted lists
• white space
• separators
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IV. EMAIL: Guidelines
7) Chunk Information:
• break into digestible, coherent chunks
• one specific topic
• topic, time, date, location, prerequisites,
details
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IV. EMAIL: Guidelines
8) Include Ways to Unsubscribe (groups):
• give recipients a way of abstaining from
future notices
• show consideration
9) Suppress Recipients’ Addresses (groups):
• use “bcc” (Blind Copy) line to suppress
group members’ addresses
• unless the group has given permission
70
IV. EMAIL: Guidelines
10) Compose in Word Processor:
• check spelling & other mechanics
• “cut & paste” when you’re done
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V. SUMMARY
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V. SUMMARY
• Make wise use of ATTACHMENTS


place details in attachments
keep particulars, specifics out of these
brief communiqués
• Complete READER ANALYSIS



address their needs
write to their technical skill levels
follow the Rule of “Firsts & Lasts”
73
V. SUMMARY
• Follow the ABC Format



Abstract
Body
Conclusion
• Plus the 3 C’s Strategy of Persuasion



Capture
Convince
Control
74
V. SUMMARY
• Have a clear PURPOSE & ORGANIZATION



Purpose Statements
ABC & 3 C’s
Planning Forms
• Astutely employ PAGE DESIGN elements


Headings
Lists