© Prentice Hall, 2005 Business Communication EssentialsChapter Using Letters, Memos, , and Instant Messages

© Prentice Hall, 2005 Business Communication EssentialsChapter Letters, Memos, and Instant Messages Audience Format Readability Strategy

© Prentice Hall, 2005 Business Communication EssentialsChapter Types of Communication Internal –Understand the organization’s mission –Identify potential problems –React to changes External –Cultivate an impression –Respond to crises –Gather information

© Prentice Hall, 2005 Business Communication EssentialsChapter Format Differences Audience –Internal –External Types of messages –Letters –Memos – –Instant messages

© Prentice Hall, 2005 Business Communication EssentialsChapter Format for Business Letters Letterhead stationery Date Inside address Salutation The message Complimentary close Signature block

© Prentice Hall, 2005 Business Communication EssentialsChapter Format for Memos Memo title Headings The message

© Prentice Hall, 2005 Business Communication EssentialsChapter Format for Headings Salutation The message Complimentary close Signature block

© Prentice Hall, 2005 Business Communication EssentialsChapter Instant Messaging Replace in-person meetings Replace phone calls Supplement online meetings Interact with customers

© Prentice Hall, 2005 Business Communication EssentialsChapter Advantages of Instant Messages Rapid response Reduced costs Conversational aspects Wide availability

© Prentice Hall, 2005 Business Communication EssentialsChapter Improving Readability in Short Messages Vary sentence length Shorten paragraphs Use lists and bullets Add headings and subheadings

© Prentice Hall, 2005 Business Communication EssentialsChapter Vary Sentence Length Long sentences Medium sentences Short sentences

© Prentice Hall, 2005 Business Communication EssentialsChapter Keep Paragraphs Short Length Format Transitions

© Prentice Hall, 2005 Business Communication EssentialsChapter Using 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 Use parallel structureUse parallel structure

© Prentice Hall, 2005 Business Communication EssentialsChapter Headings and Sub-Headings Types of headings –Informative –Descriptive Functions of headings –Organization –Attention –Connection

© Prentice Hall, 2005 Business Communication EssentialsChapter Readability Subject lines Easy-to-follow messages Personalized messages

© Prentice Hall, 2005 Business Communication EssentialsChapter Etiquette Practice courtesy Send brief Compose carefully

© Prentice Hall, 2005 Business Communication EssentialsChapter Practice Courtesy Compose offline Know the audience Clarify time zones Avoid flaming Limit messages Respect cultures Observe schedules Prioritize with care

© Prentice Hall, 2005 Business Communication EssentialsChapter Send Brief Narrow scope Short messages Concise statements

© Prentice Hall, 2005 Business Communication EssentialsChapter Compose Carefully Reply with care Understand “cc” and “bcc” fields Slow down Reread the message Edit messages Understand permanence

© Prentice Hall, 2005 Business Communication EssentialsChapter Categories of Messages Routine, good-news, goodwill Bad-news Persuasive

© Prentice Hall, 2005 Business Communication EssentialsChapter Reviewing Key Points Writing letters, memos, s, and instant messages Improving short business messages Writing effective messages Understanding brief messages