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© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 1
Working with Working with Letters,Letters,
Memos, and E-Mail Memos, and E-Mail MessagesMessages
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 2
Sending Letters,Sending Letters,Memos, and E-MailMemos, and E-Mail
• Audience
• Format
• Readability
• Strategy
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 3
CommunicationCommunication
• Internal– Understand the organization’s mission– Identify potential problems– React to changes
• External– Cultivate an impression– Respond to crises– Gather information
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 4
Format DifferencesFormat Differences
• Audience– Internal– External
• Types of messages– Letters–Memos– E-mail
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 5
Format for Business Format for Business LettersLetters
• Letterhead stationery
• Date
• Inside address
• Salutation
• The message
• Complimentary close
• Signature block
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 6
Format for MemosFormat for Memos
• Memo title
• Headings
• The message
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 7
Format for E-MailFormat for E-Mail
• Headings
• Salutation
• The message
• Complimentary close
• Signature block
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 8
Improving ReadabilityImproving Readabilityin Short Messagesin Short Messages
• Vary length of sentences
• Shorten paragraphs
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 9
Using Lists and BulletsUsing Lists and Bullets
• Sequence your ideasSequence your ideas
• Boost visual impactBoost visual impact
• Highlight key pointsHighlight key points
• Simplify complex subjectsSimplify complex subjects
• Help readers skim the textHelp readers skim the text
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 10
Headings and Sub-Headings and Sub-HeadingsHeadings
• Types of headings– Informative– Descriptive
• Functions of headings– Organization– Attention– Connection
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 11
E-Mail ReadabilityE-Mail Readability
• Subject lines
• Easy-to-follow messages
• Personalized messages
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 12
E-Mail EtiquetteE-Mail Etiquette
• Practice courtesy
• Send brief e-mail
• Compose carefully
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 13
Practice CourtesyPractice Courtesy
• Compose offline• Know the audience• Clarify time zones• Avoid flaming
• Limit messages• Respect cultures• Observe schedules• Prioritize e-mail
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 14
Send Brief E-MailSend Brief E-Mail
• Narrow scope
• Short messages
• Concise statements
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 15
Compose CarefullyCompose Carefully
• Reply with care
• Understand “cc” and “bcc” fields
• Slow down
• Reread and edit
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 16
Categories of MessagesCategories of Messages
• Routine, good-news, goodwill
• Bad-news
• Persuasive