1. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 1 Working with Letters, Memos, and E-Mail Messages

2. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 2 Sending Letters, Memos, and E-Mail Audience Readability Format Strategy

3. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 3 InternalCommunicationExternalCommunication Understand the Organization’s Mission Understand the Organization’s Mission Identify Potential Problems Problems React to Changes Cultivate an Impression Cultivate Respond to Crises Gather Information

4. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 4 Format Differences More FormalLess Formal LettersMemosE-mail External MessagesInternal Messages

5. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 5 Format for Business-Letters LetterheadStationery XXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXX xxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxx xxxxxxxxx: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxx, xxxxxxxxxxxxxx xxxxxxxxx XXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXX xxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxx xxxxxxxxx: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxx, xxxxxxxxxxxxxx xxxxxxxxx Date InsideAddress Salutation TheMessage ComplimentaryClose SignatureBlock

6. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 6 XXXXXXXXXXXXXXX XX: xxxxxxxxxxxxxxxx XXXX: xxxxxxxxxx XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx XXXXXXXXXXXXXXX XX: xxxxxxxxxxxxxxxx XXXX: xxxxxxxxxx XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Format for Memos MemoTitle Headings TheMessage

7. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 7 XX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx XXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx XX: XXX: XXXXXXXX: xxxxxxxxxxxx: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxx, xxxxxxxxxxxxxxxxxxxxxxx XX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx XXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx XX: XXX: XXXXXXXX: xxxxxxxxxxxx: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxx, xxxxxxxxxxxxxxxxxxxxxxx Format for E-Mail Headings Salutation The Message ComplimentaryClose Signature Block

8. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 8 Improving Readability in Short Messages Vary Length of Sentences Vary Length of Sentences ShortenParagraphsShortenParagraphs

9. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 9 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

10. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 10 Headings and Subheadings OrganizationOrganization ConnectionConnection AttentionAttention DescriptiveHeadingsInformativeHeadings

11. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 11 Subject Lines Easy-To-FollowMessages PersonalizedMessages E-Mail Readability

12. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 12 E-Mail Etiquette Practice Courtesy Send Brief E-mail Compose Carefully

13. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 13 Practice Courtesy Compose Offline Know the Audience Clarify Time Zones Avoid Flaming Limit Messages Respect Cultures Observe Schedules Prioritize E-mail

14. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 14 Send Brief E-Mail Narrow Scope Short Messages Concise Sentences

15. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 15 Compose Carefully Reply with care Understand “cc” and “bcc” fields Slow down Reread and edit

16. © Prentice Hall, 2004Business Communication EssentialsChapter 6 - 16 Categories of Messages The Message OpeningOpening BodyBody ClosingClosing Routine, Good-News, Goodwill Bad-NewsPersuasive