Other Forms of Technical Writing

1. Other Forms of Technical Writing LETTERS

2. SPECIFIC GUIDELINES

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

4. 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

5. 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 • (try to say something positive before something negative)

6. III. SPECIFIC GUIDELINES 2) NEGATIVE LETTERS: • ABC • Body – • transition from the “buffer” • However, Nevertheless, Unfortunately, Regrettably • facts that support your views (support) • 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

7. III. SPECIFIC GUIDELINES 2) NEGATIVE LETTERS: • ABC • Body – • For Product Complaints • What specific make/model did you purchase? • When, where did you purchase it? • Include a copy of the receipt (“Enclosure”) • What exactly is the problem? • Be specific, descriptive • What exactly do you want?

8. III. SPECIFIC GUIDELINES 2) NEGATIVE LETTERS: • ABC • Conclusion – • closing remarks that express interest in continued association • thanks for the person’s time and careful attention to the matter • clear statement of what happens next, if relevant • for Product Complaints, do not threaten litigation • too soon • too confrontational (tone)

9. SUMMARY

10. 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”

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

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