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Technical Communication Fundamentals Chapter 4 Letters, Memos, and Electronic Correspondence William Sanborn Pfeiffer Kaye Adkins Technical Communication Fundamentals 1st 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 General Guidelines for Correspondence Letters Memoranda Email Memoranda versus Email Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 2 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. General Guidelines for Correspondence Know Your Purpose Know Your Readers Follow Correct Format Follow the ABC Format for All Correspondence Use the 3Cs Strategy for Persuasive Messages Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 3 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. General Guidelines for Correspondence Stress the “You” Attitude Use Attachments for Details Be Diplomatic Edit Carefully Respond Quickly Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 4 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Positive Correspondence ABC Format for Positive Correspondence Abstract Bridge between this letter and last communication with person Clear statement of good news Body supporting data for main point mentioned in abstract clarification of any questions reader may have qualification, if any, of good news Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 5 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Positive Correspondence ABC Format for Positive Correspondence Conclusion statement of eagerness to continue relationship or complete project clear statement, if appropriate, of what step should come next Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 6 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Negative Correspondence Buffer the bad news, but still be clear ABC Format for Negative Correspondence Abstract bridge between your letter and previous communication general statement of purpose or appreciation Body strong emphasis on what can be done buffered yet clear statement of what cannot be done facts that support your views Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 7 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Negative Correspondence ABC Format for Negative Correspondence Conclusion closing remarks that express interest in continued association statement, if appropriate, of what will happen next Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 8 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Neutral Correspondence Be absolutely clear about your inquiry or response ABC Format for Neutral Correspondence Abstract bridge or transition between letter and previous communication, if any precise purpose of letter Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 9 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Neutral Correspondence ABC Format for Neutral Corresondence Body details that support the purpose statement description of item requested requirements related to invitation description of item being sent Conclusion statement of appreciation description of actions that should occur next Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 10 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Letters Sent from one organization to another Positive, negative, or neutral Formats Block Modified block Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 11 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Letters Sections of letters Address of sender (usually in letterhead) Date Address of recipient Greeting Body Signature Reference to attachments/copies Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 12 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Memoranda Written from one member of an organization to another member of the same organization Usually covers just one subject Format To From Subject Date Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 13 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Email 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 1st 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 Email Is Not Private Email Should Be Written Carefully Email Style May Be Informal Don’t Send It Too Quickly! Technical Communication Fundamentals 1st Edition W.S. Pfeiffer and K. Adkins 15 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Email Guidelines for Email 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 1st Edition W.S. Pfeiffer and K. Adkins 16 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Email Guidelines for Email 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 1st Edition W.S. Pfeiffer and K. Adkins 17 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Memoranda Versus Email Send a memo if 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 1st Edition W.S. Pfeiffer and K. Adkins 18 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.