Transcript Chapter 6 - CM

Technical Communication
A Practical Approach
Chapter 6: Correspondence
William Sanborn Pfeiffer
Kaye Adkins
Correspondence
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General Guidelines for Correspondence
Types of Messages in Correspondence
Letters
Memos
E-mail
Memos versus E-mail
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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General Guidelines for Correspondence
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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: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
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General Guidelines for Correspondence
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Stress the “You” Attitude
Use Attachments for Details
Be Diplomatic
Edit Carefully
Respond Quickly
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
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Correspondence
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Types of Messages in Correspondence
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Positive messages
Negative messages
Neutral messages
Persuasive messages
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
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Types of Messages in Correspondence
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Positive Messages
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State good news immediately
Follow ABC format
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Abstract
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Bridge between this letter and last communication with
person
Clear statement of good news
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
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Types of Messages in Correspondence
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Positive Messages
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Follow ABC format
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Body
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Supporting data for main point mentioned in abstract
Clarification of any questions reader may have
Qualification, if any, of good news
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
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Types of Messages in Correspondence
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Positive Messages
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Follow ABC format
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Conclusion
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Statement of eagerness to continue relationship or
complete project
Clear statement, if appropriate, of what step should come
next
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Types of Messages in Correspondence

Negative Messages
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Buffer the bad news, but still be clear
Follow ABC format
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Abstract
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Bridge between your letter and previous communication
General statement of purpose or appreciation
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
9
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Types of Messages in Correspondence

Negative Messages
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Follow ABC format
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Body
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Strong emphasis on what can be done
Buffered yet clear statement of what cannot be done
Facts that support your views
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
10
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Types of Messages in Correspondence

Negative Messages
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Follow ABC format
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Conclusion
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Closing remarks that express interest in continued
association
Statement, if appropriate, of what will happen next
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
11
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Types of Messages in Correspondence
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Neutral Messages
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Be absolutely clear about your inquiry or
response
Follow ABC format
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Abstract
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Bridge or transition between letter and previous
communication, if any
Precise purpose of letter
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Types of Messages in Correspondence

Neutral Messages
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Follow ABC format
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Body
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Details that support the purpose statement
Description of item requested
Requirements related to invitation
Description of item being sent
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Types of Messages in Correspondence

Neutral Messages
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Follow ABC format
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Conclusion
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statement of appreciation
description of actions that should occur next
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Types of Messages in Correspondence

Persuasive Messages
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Follow ABC format
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Abstract
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Focus on how the information will help the reader
Body
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Clear explanation of steps to be taken
Emphasis on benefit to the reader
Reference to any attachments
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
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Types of Messages in Correspondence

Persuasive Messages
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Follow ABC format
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Conclusion
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Statement of what will happen next
Offer of further explanation or future contact
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Letters
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Letters are to your clients and vendors what
memos are to your colleagues
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Professional tone
Action oriented
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Specific Guidelines for Memos
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Memoranda
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Be clear, brief, and tactful
Follow ABC format
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Abstract
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Clear statement of memo’s purpose
Outline of main parts of memo
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Specific Guidelines for Memos

Memoranda
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Follow ABC format
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Body
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Supporting points, with strong points at beginning and/or
end
Frequent use of short paragraphs or listed items
Absolute clarity about how memo relates to reader
Tactful presentation of any negative news
Reference to attachments, when additional detail is
required
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Specific Guidelines for Memos

Memoranda

Follow ABC format
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Conclusion
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Clear statement of what step should occur next
Another effort to retain goodwill and cooperation of
readers
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
E-Mail
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Guidelines for E-Mail
Appropriate Use and Style of E-Mail
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
E-Mail
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Guidelines for E-mail
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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: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
22
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
E-Mail
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Guidelines for E-Mail
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Chunk information for easy scanning
Give readers a method to abstain from
receiving future notices
Suppress the e-mail addresses of recipients
When writing an important message, consider
composing on your word processor
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
23
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
E-Mail
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Follow ABC Format
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Abstract
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Casual, friendly greeting
Short, clear statement of purpose
List of main topics
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
24
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
E-Mail
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Follow ABC Format
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Body
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Supporting information for points mentioned in
abstract
Use of short paragraphs
Use of headings and lists
Use abbreviations and jargon only when understood
by reader
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
25
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
E-Mail

Follow ABC Format

Conclusion
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
Summary of main point
Clarity about action that comes next
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
26
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Appropriate Use and Style of E-Mail
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E-Mail Is Not Private
E-Mail Should Be Written Carefully
E-Mail Style May Be Informal
Don’t Send Too Quickly
Technical Communication: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
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Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.
Memoranda Versus E-Mail
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Send a memo if
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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: A Practical Approach, Eighth Edition
W. S. Pfeiffer and K. Adkins
28
Copyright © 2013, 2010, 2006 Pearson Education, Inc.,
All Rights Reserved.