Letters, Memoranda, & Electronic Communication Other Forms of Technical Writing

2 I. DEFINITIONS

3 A) LETTERS: external written to someone outside your organization 1 major point 1 page 4 types: 1) Positive 2) Negative 3) Neutral 4) Sales

4 I. DEFINITIONS B) MEMORANDA (memorandums): internal written to someone within your organization 1 main point no more than a few points 1 page

5 I. DEFINITIONS C) internal or external written to someone within or outside your company informal written for speed speed of writing, of delivery with formal attachments

6 I. DEFINITIONS D) Letters, Memos, and s: PURPOSE: You should show a clear sense of purpose Why are you writing? Purpose Statements

7 I. DEFINITIONS D) Letters, Memos, and s: READER ANALYSIS: Know your readers’ needs Know their technical levels FORMATTING: Pay attention to correct formats (guidelines)

8 II. GUIDELINES

9 1) PURPOSE: Purpose Statement Implied vs. Overt (announce) Letter “As you requested yesterday, ….” Memo: “This memorandum will….”

10 II. GUIDELINES 2) READER ANALYSIS: Whom are you trying to inform or influence?  influences vocabulary argument tone Multiple Readers/Complex Audience: = varied audience (in terms of technical skill level) (1) reduce the level of technicality or (2) write different parts for different readers

11 II. GUIDELINES 3) FORMAT: Follow company guidelines for uniformity

12 II. GUIDELINES 3) FORMAT: LETTERS Formats: (1) block format (2) modified block format with indented paragraphs, CC & signature under date on the right-hand side (3) simplified format

13 II. GUIDELINES 3) FORMAT: LETTERS Faxes: between the date & inside address FAX TRANSMISSION or FACSIMILE References: 2 lines below the signature block initials of typist (rs) or initials of writer & typist (SAH/rs)

14 II. GUIDELINES 3) FORMAT: LETTERS Enclosure: 1-2 below Reference Initials Enclosure or Attachment

15 II. GUIDELINES 3) FORMAT: LETTERS Copy: 1-2 below Enclosure Abbreviation + Name of person/s receiving the copies C = copy CC = carbon copy PC = photocopy BC = blind copy no “copy” on the original * NO caps for each abbreviation

16 II. GUIDELINES 3) FORMAT: LETTERS Postscripts: last item (used but occasionally) PS or P.S. Multiple-Page Headings: recipient (person or company) + date + page # often abbreviated Jones to Bridges, 2

17 II. GUIDELINES 3) FORMAT: MEMOS Formats: date + to + from + subject From Line = initialed Subject Line = attention-grabber, meaning Faxes: before the date FAX TRANSMISSION or FACSIMILE

18 II. GUIDELINES 3) FORMAT: MEMOS References: below the last paragraph initials of typist (rs) or initials of writer & typist (SAH/rs) Enclosures/Attachments: 1-2 below Reference Initials Enclosure or Attachment

19 II. GUIDELINES 3) FORMAT: MEMOS Copy: 1-2 below Enclosure Abbreviation + Name of person/s receiving the copies C = copy CC = carbon copy PC = photocopy BC = blind copy (no “copy” on the original) * NO caps for each abbreviation

20 II. GUIDELINES 3) FORMAT: MEMOS Postscripts: last item (rarely used—avoid) PS or P.S. Multiple-Page Headings: recipient (person or company) + date + page # often abbreviated Jones to Bridges, 2

21 II. GUIDELINES 4) ABC Format: ABSTRACT Introduce the purpose Purpose Statement Summarize main points 1-2 small paragraphs

22 II. GUIDELINES 4) ABC Format: BODY Lists to break-up the text Headings to break-up the text, divide info Use Personal names names of readers Paragraphs = Deduction General  Specific main point = 1st

23 II. GUIDELINES 4) ABC Format: CONCLUSION Summary of the Main Idea Clear Statement of what will happen next Reader Analysis and Firsts & Lasts

24 II. GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: CAPTURE CONVINCE CONTROL

25 II. GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: CAPTURE Capture interest with a good opener Tell readers what the letter/memo can do for them

26 II. GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: CONVINCE Convince the reader with supporting points Evidence supports opening claim: this document will make their lives easier

27 II. GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: CONTROL Control the closing Use a statement that puts you in the position of following up on the letter/memo and solidifies your relationship with the reader

28 II. GUIDELINES 6) “YOU”: Focus on the reader Anticipate & answer questions the reader may raise “How will this affect the cost? By allowing….” Replace “I” & “me” with “you” & “your”

29 II. GUIDELINES 7) ATTACHMENTS: Letter/Memo = brief  Detail = in the attachment keeps the focus on the main point/message doesn’t distract, avoids clutter details = for future reference

30 II. GUIDELINES 8) DIPLOMACY: Be tactful persuade & entice, don’t command be mindful of your TONE & DICTION don’t be pushy, 1-sided, condescending Positive (good news) letters = in the active voice Negative (bad news) letters = in the passive voice

31 II. GUIDELINES 9) EDIT-PROOFREAD: Errors = obvious in short pieces Grammar – missing or improper punctuation faulty subject-verb agreement faulty pronoun-reference agreement “sexist” language

32 II. GUIDELINES 9) EDIT-PROOFREAD: Mechanics – spelling errors old or wrong address wrong title, job title

33 II. GUIDELINES 9) EDIT-PROOFREAD: Style – negative tone no negatives: don’t, won’t, cannot clichés & pat expressions “per your request” long, windy sentences presumptive phrases “thank you in advance”

34 II. GUIDELINES 10) QUICK RESPONSE: Written & sent within 48 hours Give plenty of time for an appropriate response from readers Examples – follow-up letter to meeting customer request on a product service or shipping delay

35 III. SPECIFIC GUIDELINES

36 III. SPECIFIC GUIDELINES 1) POSITIVE LETTERS: State good news immediately Examples – replying to a products, services acknowledging receipt of order recommending for a promotion responding favorably to a routine request responding favorably to a complaint or adjustment hiring an employee

37 III. SPECIFIC GUIDELINES 1) POSITIVE LETTERS: ABC Abstract – bridge between this letter & previous communication clear statement of good news

38 III. SPECIFIC GUIDELINES 1) POSITIVE LETTERS: ABC Body – supporting data of main point clarification of possible questions reader may have qualification of good news, if any

39 III. SPECIFIC GUIDELINES 1) POSITIVE LETTERS: ABC Conclusion – statement of eagerness to continue relationship, complete project, … clear statement of what happens next, if relevant

40 III. SPECIFIC GUIDELINES 2) NEGATIVE LETTERS: Buffer the bad news BUT be clear Examples – explaining delays declining requests registering complaints refusing adjustments denying credit giving poor performance review explaining changes in original orders

41 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

42 III. SPECIFIC GUIDELINES 2) NEGATIVE LETTERS: ABC Body – 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 facts that support your views (support)

43 III. SPECIFIC GUIDELINES 2) NEGATIVE LETTERS: ABC Conclusion – closing remarks that express interest in continued association clear statement of what happens next, if relevant

44 III. SPECIFIC GUIDELINES 3) NEUTRAL LETTERS: Be absolutely clear about your inquiry or response Examples – requesting information inviting reader to an event responding to an invitation or routine request placing orders providing transmittal letter for a fax transmission sending solicited or unsolicited items through the mail

45 III. SPECIFIC GUIDELINES 3) NEUTRAL LETTERS: ABC Abstract – bridge between this letter & previous communication clear statement of purpose  response  request  invitation

46 III. SPECIFIC GUIDELINES 3) NEUTRAL LETTERS: ABC Body – details that support the Purpose Statement description of items requested or sent requirements related to invitation

47 III. SPECIFIC GUIDELINES 3) NEUTRAL LETTERS: ABC Conclusion – statement of appreciation description of actions that should happen next

48 III. SPECIFIC GUIDELINES 4) SALES LETTERS: Help solve their problems Examples – ALL correspondence with a customer from 1 st contact to thank-you letter starting a relationship following a phone call following a meeting following completion of a sale or project seeking repeat business

49 III. SPECIFIC GUIDELINES 4) SALES LETTERS: ABC (3 C’s) Abstract – Capture attention  cite a surprising fact  announce a new product or service (that client needs)  ask a question  show an understanding of the client’s problem  show potential for solving client’s problem  present a testimonial  make a challenging claim  summarize the results of a meeting  answer a question the reader previously asked

50 III. SPECIFIC GUIDELINES 4) SALES LETTERS: ABC (3 C’s) Body – Convince the reader  stress one main problem about which the reader has a concern  stress one main selling point of your solution  emphasize what is unique about your solution  focus on value & quality  rather than price  put details in enclosures  briefly explain the value of the enclosures

51 III. SPECIFIC GUIDELINES 4) SALES LETTERS: ABC (3 C’s) Conclusion – Control the next step in the sales process  leave the reader with one crucial point to ponder or remember  offer to call  (1 st choice)  ask reader to call  (last choice)

52 III. SPECIFIC GUIDELINES 5) MEMORANDA: Memo = most common type of writing to peers, subordinates, superiors within your company throughout the entirety of your career  Be clear, brief, tactful

53 III. SPECIFIC GUIDELINES 5) MEMORANDA: Examples – (positive) announcing bonuses commending employee performance (negative) reporting loss of profit or revenue requesting closer attention to time sheets (neutral) announcing or summarizing a meeting explaining a procedure (sales) requesting funding recommending staff suggesting changes

54 III. SPECIFIC GUIDELINES 5) MEMORANDA : ABC Abstract – clear statement of purpose outline of the main parts of the memo

55 III. SPECIFIC GUIDELINES 5) MEMORANDA : ABC Body – supporting data for the main point  best = first or last short paragraphs or listed items absolute clarity about what the memo has to do with the reader tactful presentation of any negative news reference to attachments, when much detail is required

56 III. SPECIFIC GUIDELINES 5) MEMORANDA : ABC Conclusion – clear statement of what happens next another effort to retain reader’s goodwill & cooperation

57 IV.

58 IV. 1) APPROPRIATE USE of  Don’t send too quickly

59 IV. 1) APPROPRIATE USE of (advantages) speed receipt confirmation quick reply cheap to use cheap to send multiple copies & attachments saves time less formal

60 IV. 1) APPROPRIATE USE of (disadvantages) not private less formal

61 IV. 2) ABC Format for ABC Abstract – casual, friendly greeting  if justified by your relationship short, clear Purpose Statement list of main topics covered

62 IV. 2) ABC Format for ABC Body – supporting data short paragraphs, with deduction  main point = 1 st headings & lists abbreviations & jargon  ONLY when understood by ALL readers

63 IV. 2) ABC Format for ABC Conclusion – summary of main point clear statement of what happens next

64 IV. Guidelines 1) Standard “MEMO” Format: date, to, from, subject 2) One Main Subject: one main subject per state clearly, concisely, specifically in the Subject Line describe the point in the Body

65 IV. Guidelines 3) Positive Conversational Style: use “good taste” fragments & slang = permissible IF they are in good taste watch your tone not angry, negative constructive exchanges only

66 IV. Guidelines 4) Message = Context: Why are you writing? if in reply  “send with receipt” or with a copy of the original also, summarize the original 5) Appropriate Method of Reply: reply to short message: at the start reply to long, complex message: one point at a time (headings)

67 IV. Guidelines 6) Careful Format: (page design) headings bulleted lists white space separators

68 IV. Guidelines 7) Chunk Information: break into digestible, coherent chunks one specific topic topic, time, date, location, prerequisites, details

69 IV. Guidelines 8) Include Ways to Unsubscribe (groups): give recipients a way of abstaining from future notices show consideration 9) Suppress Recipients’ Addresses (groups): use “bcc” (Blind Copy) line to suppress group members’ addresses unless the group has given permission

70 IV. Guidelines 10) Compose in Word Processor: check spelling & other mechanics “cut & paste” when you’re done

71 V. SUMMARY

72 V. 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”

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

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