Letters, Memoranda,

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Letters, Memoranda, Electronic Communication

• Other Forms of Technical Writing

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• I. DEFINITIONS

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I. DEFINITIONS

• A) LETTERS
• external
• written to someone outside your organization
• 1 major point
• 1 page
• 4 types
• Positive
• Negative
• Neutral
• Sales

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I. DEFINITIONS

• B) MEMORANDA (memorandums)
• internal
• written to someone within your organization
• 1 main point
• no more than a few points
• 1 page

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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

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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
• Implied vs. Overt (announce)
• Letter
• 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 usedavoid)
• 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 Cs STRATEGY of PERSUASION
• CAPTURE
• CONVINCE
• CONTROL

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II. GUIDELINES

• 5) 3 Cs 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 Cs 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 Cs 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
• doesnt distract, avoids clutter
• details for future reference

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II. GUIDELINES

• 8) DIPLOMACY
• Be tactful
• persuade entice, dont command
• be mindful of your TONE DICTION
• dont 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
• no negatives dont, wont, cannot
• clichés pat expressions
• 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 _at_ 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 Cs)
• Abstract
• Capture attention
• cite a surprising fact
• announce a new product or service (that client
  needs)
• ask a question
• show an understanding of the clients problem
• show potential for solving clients 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 Cs)
• 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 Cs)
• 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

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III. SPECIFIC GUIDELINES

• 5) MEMORANDA
• Examples
• (positive)
• announcing bonuses
• commending employee performance
• (negative)
• reporting loss of profit or revenue
• requesting closer attention to time sheets
• (neutral)
• 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

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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 readers goodwill
  cooperation

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• IV. EMAIL

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IV. EMAIL

• 1) APPROPRIATE USE of EMAIL
• Dont send too quickly

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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

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IV. EMAIL

• 2) ABC Format for EMAIL
• ABC
• Conclusion
• summary of main point
• clear statement of what happens next

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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

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IV. EMAIL Guidelines

• 10) Compose in Word Processor
• check spelling other mechanics
• cut paste when youre 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

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V. SUMMARY

• Follow the ABC Format
• Abstract
• Body
• Conclusion
• Plus the 3 Cs Strategy of Persuasion
• Capture
• Convince
• Control

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V. SUMMARY

• Have a clear PURPOSE ORGANIZATION
• Purpose Statements
• ABC 3 Cs
• Planning Forms
• Astutely employ PAGE DESIGN elements
• Headings
• Lists