1. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 1 Using Letters, Memos, E-Mail, and Instant Messages

2. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 2 Letters, Memos, E-Mail and Instant Messages Audience Format Readability Strategy

3. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 3 Types of Communication Internal –Understand the organization’s mission –Identify potential problems –React to changes External –Cultivate an impression –Respond to crises –Gather information

4. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 4 Format Differences Audience –Internal –External Types of messages –Letters –Memos –E-mail –Instant messages

5. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 5 Format for Business Letters Letterhead stationery Date Inside address Salutation The message Complimentary close Signature block

6. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 6 Format for Memos Memo title Headings The message

7. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 7 Format for E-Mail Headings Salutation The message Complimentary close Signature block

8. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 8 Instant Messaging Replace in-person meetings Replace phone calls Supplement online meetings Interact with customers

9. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 9 Advantages of Instant Messages Rapid response Reduced costs Conversational aspects Wide availability

10. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 10 Improving Readability in Short Messages Vary sentence length Shorten paragraphs Use lists and bullets Add headings and subheadings

11. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 11 Vary Sentence Length Long sentences Medium sentences Short sentences

12. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 12 Keep Paragraphs Short Length Format Transitions

13. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 13 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

14. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 14 Headings and Sub-Headings Types of headings –Informative –Descriptive Functions of headings –Organization –Attention –Connection

15. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 15 E-Mail Readability Subject lines Easy-to-follow messages Personalized messages

16. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 16 E-Mail Etiquette Practice courtesy Send brief e-mail Compose carefully

17. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 17 Practice E-Mail Courtesy Compose offline Know the audience Clarify time zones Avoid flaming Limit messages Respect cultures Observe schedules Prioritize with care

18. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 18 Send Brief E-Mail Narrow scope Short messages Concise statements

19. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 19 Compose Carefully Reply with care Understand “cc” and “bcc” fields Slow down Reread the message Edit e-mail messages Understand e-mail permanence

20. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 20 Categories of Messages Routine, good-news, goodwill Bad-news Persuasive

21. © Prentice Hall, 2005 Business Communication EssentialsChapter 6 - 21 Reviewing Key Points Writing letters, memos, emails, and instant messages Improving short business messages Writing effective email messages Understanding brief messages