Letters, Memoranda, & Electronic Communication

1. 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 • Negative • Neutral • Sales

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

7. I. DEFINITIONS D) Letters, Memos, and Emails: • READER ANALYSIS: • Know your readers’ needs • Know their technical levels • FORMATTING: • Pay attention to correct formats • (guidelines)

8. II. GUIDELINES

9. II. GUIDELINES 1) PURPOSE: • Purpose Statement • Implied vs. Overt (announce) • Letter • “As you requested yesterday, ….” • Memo: • “This memorandum will….”

10. 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

11. II. GUIDELINES 3) FORMAT: • Follow company guidelines • for uniformity

12. 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

13. 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)

14. II. GUIDELINES 3) FORMAT: LETTERS • Enclosure: • 1-2 below Reference Initials • Enclosure or Attachment

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. II. GUIDELINES 4) ABC Format: • ABSTRACT • Introduce the purpose • Purpose Statement • Summarize main points • 1-2 small paragraphs

22. 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

23. II. GUIDELINES 4) ABC Format: • CONCLUSION • Summary of the Main Idea • Clear Statement of what will happen next • Reader Analysis and Firsts & Lasts

24. II. GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: • CAPTURE • CONVINCE • CONTROL

25. 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

26. 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

27. 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

28. 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”

29. 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

30. 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

31. 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

32. II. GUIDELINES 9) EDIT-PROOFREAD: • Mechanics – • spelling errors • old or wrong address • wrong title, job title

33. II. GUIDELINES 9) EDIT-PROOFREAD: • Style – • negative tone • no negatives: don’t, won’t, cannot • clichés & pat expressions • “per your request” • long, windy sentences • presumptive phrases • “thank you in advance”

34. 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

35. III. SPECIFIC GUIDELINES

36. 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

37. III. SPECIFIC GUIDELINES 1) POSITIVE LETTERS: • ABC • Abstract – • bridge between this letter & previous communication • clear statement of good news

38. 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

39. III. SPECIFIC GUIDELINES 1) POSITIVE LETTERS: • ABC • Conclusion – • statement of eagerness to continue relationship, complete project, … • clear statement of what happens next, if relevant

40. III. SPECIFIC GUIDELINES 2) NEGATIVE LETTERS: • Buffer the bad news BUTbe clear • Examples – • explaining delays • declining requests • registering complaints • refusing adjustments • denying credit • giving poor performance review • explaining changes in original orders

41. 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

42. 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)

43. III. SPECIFIC GUIDELINES 2) NEGATIVE LETTERS: • ABC • Conclusion – • closing remarks that express interest in continued association • clear statement of what happens next, if relevant

44. 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

45. III. SPECIFIC GUIDELINES 3) NEUTRAL LETTERS: • ABC • Abstract – • bridge between this letter & previous communication • clear statement of purpose • response • request • invitation

46. III. SPECIFIC GUIDELINES 3) NEUTRAL LETTERS: • ABC • Body – • details that support the Purpose Statement • description of items requested or sent • requirements related to invitation

47. III. SPECIFIC GUIDELINES 3) NEUTRAL LETTERS: • ABC • Conclusion – • statement of appreciation • description of actions that should happen next

48. 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

49. 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

50. 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