Other Forms of Technical Writing LETTERS

DEFINITION

I. DEFINITION LETTERS: external 1 major point 1 page Types of Letters: written to someone outside your organization 1 major point 1 page Types of Letters: Positive Negative Neutral Sales

GENERAL GUIDELINES

II. GENERAL GUIDELINES 1) PURPOSE: You should show a clear sense of purpose Why are you writing? Purpose Statements Implied vs. Overt (announce) Letter – “As you requested yesterday, ….”

II. GENERAL GUIDELINES 2) READER ANALYSIS: Know your readers’ needs Know their technical levels Planning Form

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

II. GENERAL GUIDELINES 3) FORMAT: Pay attention to correct formats Follow company guidelines for uniformity

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

II. GENERAL GUIDELINES 3) FORMAT Faxes: References: 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)

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

II. GENERAL GUIDELINES 3) FORMAT 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

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

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

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

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

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

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

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

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

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”

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

II. GUIDELINES 8) DIPLOMACY: Be tactful Positive (good news) letters = 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

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

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

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”

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

SPECIFIC GUIDELINES

III. SPECIFIC GUIDELINES TYPES of Letters: Positive Negative Neutral Sales

III. SPECIFIC GUIDELINES 1) POSITIVE LETTERS: State good news immediately Examples – replying to a question @ 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

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

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

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

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

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

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)

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

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

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

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

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

III. SPECIFIC GUIDELINES 4) SALES LETTERS: Help solve their problems Examples – ALL correspondence with a customer from 1st 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

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

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

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 (1st choice) ask reader to call (last choice)

SUMMARY

IV. SUMMARY Make wise use of ATTACHMENTS Complete READER ANALYSIS 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”

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

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