1. Letters, Memos, and Electronic Communication
Business Communication
Letters, Memos, and Electronic Communication

2. Letters
Letter: Correspondence, document that conveys information between members of different organizations.
Categories of letters according to TYPE:
1- Positive information.
2- Negative information.
3- Neutral information.
4- Sales letters.

3. 1- Positive Letter giving good news
Replay to a question about products or services.
Acknowledging receiving and order.
Responding favorably to a routine request.
Responding favorably to a complaint
Hiring an employee.

4. 2- Negative Letter
Explaining delays in projects or delivery of services.
Declining invitations or requests.
Registering complaints about products or services.
Denying credit.
Giving bad news about employment or performance.

5. 3- Neutral Letter Routine correspondence
Absolutely be clear about your inquiry or response.
Requesting information about products or services
Invitation to an event.
Responding to an invitation.
Placing an order.

6. 4- Sales Letter Correspondence with customer
Starting a relationship (I will be calling you …)
Following a phone call (Good talking to you … )
Following a meeting (You mentioned that you could use more information … attached please find brochures on our products and services)
Following completion of sale (We enjoyed working with you ..)

7. Be clear, brief and tactful.
Memos
Be clear, brief and tactful.
Memorandum: document written from a member of an org. to one or more members of the same org. f

8. e-mail its arrival can be easily confirmed. Readers can reply quickly.
Document written in an informal style either to members of one’s org. Or to external audience. Characterized by the speed with which it is written and delivered. An can include more formal attachments .
Speed of delivery.
its arrival can be easily confirmed.
Readers can reply quickly.
It’s cheap

9. Good writing practices
Clear sense of purpose.
Clear understanding of reader needs.
Correct formatting.
ABC format ( Abstract, Body, Conclusion)
(Keep It Simple) Strategy
Edit carefully ( Mechanics, Grammar, Style)

10. 1. Clear sense of purpose Good writing Practices
This purpose sentence often become one of the first sentences in the documents.
As you requested, I am sending samples …
Referring to the job vacancy of sales manager …
Concerning your visa application we regret to inform you …
Model 7-1 implied purpose.
Model 7-2 more obvious purpose.

11. 2. Know your reader Good writing Practices Know your Subject
Whom are you trying to INFORM or INFLUANCE.
Proper choice of vocabulary and tone.
The level of technical language depends on if you have one or more readers and their technical back ground (Complexity of the audience).

12. 3. Correct Format Good writing Practices
Adopt letter and memo format uniformly used by all employees.
3 main letter formats:
Block. Model 7-3.
Modified block. Model 7-4.
Simplified. Model 7-5.

13. Format conventions Enclosure notation (Encl. C.V.)
Reference Initials ( MA/sb )
Enclosure notation (Encl. C.V.)
Copy notation ( cc: Sales Director)
Postscripts ( P.S. or PS )

14. Figure 7--1 An email message that separates different topics for reply
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

15. Figure 7--2 Long email message with use of appropriate headings, separators, and white space
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

16. Model 7--1 McDuff sample letter
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

17. Model 7--2 McDuff sample letter
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

18. Model 7--2 continued Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

19. Model 7--3 Block style for letters
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

20. Model 7--4 Modified block style (with indented paragraphs) for letters
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

21. Model 7--5 Simplified style for letters
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

22. _________________________________________
Model Memo style
To:
From:
Date:
Subject:
_________________________________________

23. Model 7--7 Positive letter in block style
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

24. Model 7--8 Negative letter in modified block style (with indented paragraphs)
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

25. Model 7--9 Neutral letter (invitation) in block style
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

26. Model 7--10 Neutral letter (placing order) in simplified style
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

27. Model 7--11 Sales letter in simplified style
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

28. Model 7--12 Memorandum: changes in procedures
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

29. Model 7--13 Memorandum: changes in benefits
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.

30. Model 7--14 Simple email message
Pfeiffer Technical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc. Upper Saddle River, New Jersey All rights reserved.