1. Other Forms of Technical Writing
LETTERS

2. SPECIFIC GUIDELINES

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

4. 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

5. 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
(try to say something positive before something negative)

6. III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
ABC
Body –
transition from the “buffer”
However, Nevertheless, Unfortunately, Regrettably
facts that support your views (support)
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

7. III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
ABC
Body –
For Product Complaints
What specific make/model did you purchase?
When, where did you purchase it?
Include a copy of the receipt (“Enclosure”)
What exactly is the problem?
Be specific, descriptive
What exactly do you want?

8. III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
ABC
Conclusion –
closing remarks that express interest in continued association
thanks for the person’s time and careful attention to the matter
clear statement of what happens next, if relevant
for Product Complaints, do not threaten litigation
too soon
too confrontational (tone)

9. SUMMARY

10. 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”

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

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