Letters, Memos, and Electronic Communication Business Communication

Letters, Memos,and Electronic Communication

Business Communication

Letters

Letter: Correspondence, document that conveys information between members of different organizations.

Categories of letters according to TYPE:1- Positive information. 2- Negative information.3- Neutral information.4- Sales letters.

1- Positive Letter giving good news

• Replay to a question about products or services.

• Acknowledging receiving and order.• Responding favorably to a routine request.• Responding favorably to a complaint• Hiring an employee.

2- Negative Letter

• Explaining delays in projects or delivery of services.• Declining invitations or requests.• Registering complaints about products or services.• Denying credit.• Giving bad news about employment or

performance.

3- Neutral Letter Routine correspondence

Absolutely be clear about your inquiry or response. • Requesting information about products or services• Invitation to an event.• Responding to an invitation.• Placing an order.

4- Sales Letter Correspondence with customer

• Starting a relationship (I will be calling you …)• Following a phone call (Good talking to you … )• Following a meeting (You mentioned that you could

use more information … attached please find brochures on our products and services)

• Following completion of sale (We enjoyed working with you ..)

Memos

Be clear, brief and tactful.Memorandum: document written from a member of an org. to one or more members of the same org. f

e-mailDocument written in an informal style either to members of one’s org. Or to external audience. Characterized by the speed with which it is written and delivered. An email can include more formal attachments .

• Speed of delivery. • its arrival can be easily confirmed.• Readers can reply quickly.• It’s cheap

Good writing practices

1. Clear sense of purpose.2. Clear understanding of reader needs.3. Correct formatting.4. ABC format ( Abstract, Body, Conclusion)5. (Keep It Simple) Strategy 6. Edit carefully ( Mechanics, Grammar,

Style)

1. Clear sense of purpose Good writing Practices

This purpose sentence often become one of the first sentences in the documents.

•As you requested, I am sending samples …•Referring to the job vacancy of sales manager …•Concerning your visa application we regret to

inform you …• Model 7-1 implied purpose.• Model 7-2 more obvious purpose.

2. Know your reader Good writing Practices

Know your Subject

Whom are you trying to INFORM or INFLUANCE.

•Proper choice of vocabulary and tone.•The level of technical language depends on if you

have one or more readers and their technical back ground (Complexity of the audience).

3. Correct Format Good writing Practices

Adopt letter and memo format uniformly used by all employees.

•3 main letter formats:1.Block. Model 7-3.

2.Modified block. Model 7-4.

3.Simplified. Model 7-5.

Format conventions

• Reference Initials ( MA/sb )• Enclosure notation (Encl. C.V.)• Copy notation ( cc: Sales Director)• Postscripts ( P.S. or PS )

Figure 7--1 An email message that separates different topics for reply

PfeifferTechnical Writing, 5ed.

Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458

All rights reserved.

Figure 7--2 Long email message with use of appropriate headings, separators, and white space




Model 7--1 McDuff sample letter




Model 7--2 McDuff sample letter




Model 7--2 continued




Model 7--3 Block style for letters




Model 7--4 Modified block style (with indented paragraphs) for letters




Model 7--5 Simplified style for letters




Model 7--6 Memo styleTo:From:Date:Subject:_________________________________________

Model 7--7 Positive letter in block style




Model 7--8 Negative letter in modified block style (with indented paragraphs)




Model 7--9 Neutral letter (invitation) in block style




Model 7--10 Neutral letter (placing order) in simplified style




Model 7--11 Sales letter in simplified style




Model 7--12 Memorandum: changes in procedures




Model 7--13 Memorandum: changes in benefits




Model 7--14 Simple email message




Documents

Letters, Memos, and Electronic Communication Business Communication