Transcript Slide 1

Other Forms of
Technical Writing
EMAIL
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DEFINITION
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I. DEFINITION
EMAIL:
• internal or external

written to someone within or outside your
company
• informal
• written for speed

speed of writing, of delivery
• with formal attachments
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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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Memo:
 “This memorandum will….”
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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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Employ Email Etiquette
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Follow company guidelines
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for uniformity
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II. GENERAL GUIDELINES
3) FORMAT
• Copy:
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usually a “send” option
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CC = carbon copy
Abbreviation + Name of person/s receiving the
copies
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II. GENERAL GUIDELINES
3) FORMAT
• Postscripts:
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last item (used but occasionally)
PS or P.S.
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II. GENERAL GUIDELINES
4) ABC Format:
• ABSTRACT
• BODY
• CONCLUSION
(see the “Specific Guidelines” below)
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II. GENERAL GUIDELINES
5) 3 C’s STRATEGY of PERSUASION:
• CAPTURE
• CONVINCE
• CONTROL
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II. GENERAL 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. GENERAL 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. GENERAL 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. GENERAL 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. GENERAL GUIDELINES
7) ATTACHMENTS:
• Email = 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. GENERAL 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. GENERAL 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. GENERAL GUIDELINES
9) EDIT-PROOFREAD:
• Mechanics –
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spelling errors
old or wrong address
wrong title, job title
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II. GENERAL 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. GENERAL 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
1) APPROPRIATE USE of EMAIL:
 Don’t send too quickly
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III. SPECIFIC GUIDELINES
1) APPROPRIATE USE of EMAIL:
• (advantages)
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speed
receipt confirmation
quick reply
cheap to use
cheap to send multiple copies & attachments
saves time
less formal
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III. SPECIFIC GUIDELINES
1) APPROPRIATE USE of EMAIL:
• (disadvantages)
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not private
less formal
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III. SPECIFIC GUIDELINES
2) ABC Format for EMAIL :
• ABC
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Abstract –
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casual, friendly greeting
 if justified by your relationship
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introduction of your purpose
 Purpose Statement
 short, clear
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summary of your main points
 list of main topics covered
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1-2 small paragraphs
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III. SPECIFIC GUIDELINES
2) ABC Format for EMAIL :
• ABC
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Body –
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supporting data
short paragraphs, with deduction
 main point = 1st
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headings & lists
abbreviations & jargon
 ONLY when understood by ALL readers
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III. SPECIFIC GUIDELINES
2) ABC Format for EMAIL :
• ABC
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Body –
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lists to break-up the text
headings to break-up the text, divide info
personal names
 names of readers
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paragraphs = Deduction
 General  Specific
 main point = 1st
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III. SPECIFIC GUIDELINES
2) ABC Format for EMAIL :
• ABC
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Conclusion –
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summary of main point
 summary of your main idea, purpose
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clear statement of what will happen next
 Reader Analysis and Firsts & Lasts
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III. SPECIFIC GUIDELINES
3) Standard “MEMO” Format:
• date, to, from, subject
4) 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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III. SPECIFIC GUIDELINES
5) Positive Conversational Style:
• use “good taste”
• fragments & slang = permissible
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IF they are in good taste
• watch your tone
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not angry, negative
constructive exchanges only
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III. SPECIFIC GUIDELINES
6) Message = Context:
• Why are you writing?
• if in reply 
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“send with receipt” or
with a copy of the original
also, summarize the original
7) Appropriate Method of Reply:
• reply to short message: at the start
• reply to long, complex message:
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one point at a time (headings)
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III. SPECIFIC GUIDELINES
8) Careful Format:
(page design)
• headings
• bulleted lists
• white space
• separators
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III. SPECIFIC GUIDELINES
9) Chunk Information:
• break into digestible, coherent chunks
• one specific topic
• topic, time, date, location, prerequisites,
details
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III. SPECIFIC GUIDELINES
10) Include Ways to Unsubscribe (groups):
• give recipients a way of abstaining from
future notices
• show consideration
11) Suppress Recipients’ Addresses (groups):
• use “bcc” (Blind Copy) line to suppress
group members’ addresses
• unless the group has given permission
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III. SPECIFIC GUIDELINES
12) Compose in Word Processor:
• check spelling & other mechanics
• “cut & paste” when you’re done
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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
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IV. SUMMARY
•
Specific Guidelines
Appropriately Use Email
2) Follow the ABC Format for EMAIL
3) Employ Standard “MEMO” Format
4) Have only ONE Main Subject
5) Utilize a Positive Conversational Style
6) Message = Context
7) Choose an Appropriate Method of Reply
8) Follow Careful Page Design
9) Chunk Information
10) Include Ways to Groups to Unsubscribe
11) Suppress Group-Recipients’ Addresses
12) Compose in Word Processor
1)