Technical Communication Fundamentals Chapter 4 Letters Memos and

Letters, Memos, and Electronic Correspondence n n n General Guidelines for Correspondence Letters Memoranda

General Guidelines for Correspondence n n n Know Your Purpose Know Your Readers Follow

General Guidelines for Correspondence n n n Stress the “You” Attitude Use Attachments for

Positive Correspondence n ABC Format for Positive Correspondence n Abstract n n n Bridge

Positive Correspondence n ABC Format for Positive Correspondence n Conclusion n n statement of

Negative Correspondence n n Buffer the bad news, but still be clear ABC Format

Negative Correspondence n ABC Format for Negative Correspondence n Conclusion n n closing remarks

Neutral Correspondence n n Be absolutely clear about your inquiry or response ABC Format

Neutral Correspondence n ABC Format for Neutral Corresondence n Body n n n details

Letters n n n Sent from one organization to another Positive, negative, or neutral

Letters n Sections of letters n n n n Address of sender (usually in

Memoranda n n n Written from one member of an organization to another member

Email n n n Written to internal and external readers Usually cover a single

Appropriate Use and Style of Email n n Email Is Not Private Email Should

Email n Guidelines for Email n n Use Style Appropriate to the Reader and

Email n Guidelines for Email n n Chunk Information for Easy Scanning Give Readers

Memoranda Versus Email n Send a memo if n n n The document is

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Technical Communication Fundamentals Chapter 4 Letters, Memos, and Electronic Correspondence William Sanborn Pfeiffer Kaye Adkins Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 1 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Letters, Memos, and Electronic Correspondence n n n General Guidelines for Correspondence Letters Memoranda Email Memoranda versus Email Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 2 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

General Guidelines for Correspondence n n n Know Your Purpose Know Your Readers Follow Correct Format Follow the ABC Format for All Correspondence Use the 3 Cs Strategy for Persuasive Messages Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 3 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

General Guidelines for Correspondence n n n Stress the “You” Attitude Use Attachments for Details Be Diplomatic Edit Carefully Respond Quickly Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 4 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Positive Correspondence n ABC Format for Positive Correspondence n Abstract n n n Bridge between this letter and last communication with person Clear statement of good news Body n n n supporting data for main point mentioned in abstract clarification of any questions reader may have qualification, if any, of good news Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 5 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Positive Correspondence n ABC Format for Positive Correspondence n Conclusion n n statement of eagerness to continue relationship or complete project clear statement, if appropriate, of what step should come next Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 6 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Negative Correspondence n n Buffer the bad news, but still be clear ABC Format for Negative Correspondence n Abstract n n n bridge between your letter and previous communication general statement of purpose or appreciation Body n n n strong emphasis on what can be done buffered yet clear statement of what cannot be done facts that support your views Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 7 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Negative Correspondence n ABC Format for Negative Correspondence n Conclusion n n closing remarks that express interest in continued association statement, if appropriate, of what will happen next Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 8 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Neutral Correspondence n n Be absolutely clear about your inquiry or response ABC Format for Neutral Correspondence n Abstract n n bridge or transition between letter and previous communication, if any precise purpose of letter Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 9 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Neutral Correspondence n ABC Format for Neutral Corresondence n Body n n n details that support the purpose statement description of item requested requirements related to invitation description of item being sent Conclusion n n statement of appreciation description of actions that should occur next Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 10 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Letters n n n Sent from one organization to another Positive, negative, or neutral Formats n n Block Modified block Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 11 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Letters n Sections of letters n n n n Address of sender (usually in letterhead) Date Address of recipient Greeting Body Signature Reference to attachments/copies Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 12 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Memoranda n n n Written from one member of an organization to another member of the same organization Usually covers just one subject Format n n To From Subject Date Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 13 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Email n n n Written to internal and external readers Usually cover a single subject Style is often informal Sent and received quickly Inexpensive Easy, inexpensive transmission of multiple copies to multiple readers Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 14 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Appropriate Use and Style of Email n n Email Is Not Private Email Should Be Written Carefully Email Style May Be Informal Don’t Send It Too Quickly! Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 15 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Email n Guidelines for Email n n Use Style Appropriate to the Reader and Subject Be Sure Your Message Indicates the Context to Which It Applies Choose the Most Appropriate Method for Replying to a Message Format Your Message Carefully Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 16 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Email n Guidelines for Email n n Chunk Information for Easy Scanning Give Readers a Method to Abstain from Receiving Future Notices Suppress the Email Addresses of Recipients When Composing an Important Message, Consider Composing on Your Word Processor Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 17 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Memoranda Versus Email n Send a memo if n n n The document is longer than can be viewed on a computer screen The document includes special characters The document includes graphics The document will be posted in print form The document contains sensitive information Technical Communication Fundamentals 1 st Edition W. S. Pfeiffer and K. Adkins 18 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.