Other Forms of Technical Writing

1. Other Forms of Technical Writing LETTERS

2. DEFINITION

3. I. DEFINITION LETTERS: • external • written to someone outside your organization • 1 major point • 1 page • Types of Letters: • Positive • Negative • Neutral • Sales

4. GENERAL GUIDELINES

5. II. GENERAL GUIDELINES 1) PURPOSE: • You should show a clear sense of purpose • Why are you writing? • Purpose Statements • Purpose Statements • Implied vs. Overt (announce) • Letter – • “As you requested yesterday, ….”

6. II. GENERAL GUIDELINES 2) READER ANALYSIS: • Know your readers’ needs • Know their technical levels • Planning Form

7. II. GENERAL GUIDELINES 2) READER ANALYSIS: • Whom you are trying to inform or influence influences your – • vocabulary • argument • tone • Multiple Readers/Complex Audience: • = varied audience (regarding technical skill level) • (1) reduce the level of technicality or • (2) write different parts for different readers

8. II. GENERAL GUIDELINES 3) FORMAT: • Pay attention to correct formats • Guidelines • Follow company guidelines • for uniformity

9. II. GENERAL GUIDELINES 3) FORMAT • Formats: (1) block format (2) modified block format • with indented paragraphs, CC & signature under date on the right-hand side (3) simplified format

10. II. GENERAL GUIDELINES 3) FORMAT • 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)

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

12. II. GENERAL GUIDELINES 3) FORMAT • 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

13. II. GENERAL GUIDELINES 3) FORMAT • 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

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

15. 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

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

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

18. 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

19. 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

20. 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

21. 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”

22. II. GUIDELINES 7) ATTACHMENTS: • Letters/Memos = brief • Detail = in the attachment • keeps the focus on the main point/message • doesn’t distract, avoids clutter • details = for future reference

23. 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

24. 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

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

26. 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”

27. 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

28. SPECIFIC GUIDELINES

29. III. SPECIFIC GUIDELINES • TYPES of Letters: • Positive • Negative • Neutral • Sales

30. 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

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

32. 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

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

34. 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

35. 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

36. 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)

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

38. 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

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

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

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

42. 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

43. 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

44. 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

45. 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)

46. SUMMARY

47. IV. 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”

48. IV. SUMMARY • Follow the ABC Format • Abstract • Body • Conclusion • Plus the 3 C’s Strategy of Persuasion • Capture • Convince • Control

49. IV. SUMMARY • Have a clear PURPOSE & ORGANIZATION • Purpose Statements • ABC & #3 C’s • Planning Forms • Astutely employ PAGE DESIGN elements • Headings • Lists