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

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

3. © Prentice Hall, 2004 Business Communication EssentialsChapter 6 - 3 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, 2004 Business Communication EssentialsChapter 6 - 4 Format Differences Audience –Internal –External Types of messages –Letters –Memos –E-mail

5. © Prentice Hall, 2004 Business Communication EssentialsChapter 6 - 5 Format for Business Letters Letterhead stationery Date Inside address Salutation The message Complimentary close Signature block

6. © Prentice Hall, 2004 Business Communication EssentialsChapter 6 - 6 Format for Memos Memo title Headings The message

7. © Prentice Hall, 2004 Business Communication EssentialsChapter 6 - 7 Format for E-Mail Headings Salutation The message Complimentary close Signature block

8. © Prentice Hall, 2004 Business Communication EssentialsChapter 6 - 8 Improving Readability in Short Messages Vary length of sentences Shorten paragraphs

9. © Prentice Hall, 2004 Business 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, 2004 Business Communication EssentialsChapter 6 - 10 Headings and Sub-Headings Types of headings –Informative –Descriptive Functions of headings –Organization –Attention –Connection

11. © Prentice Hall, 2004 Business Communication EssentialsChapter 6 - 11 E-Mail Readability Subject lines Easy-to-follow messages Personalized messages

12. © Prentice Hall, 2004 Business Communication EssentialsChapter 6 - 12 E-Mail Etiquette Practice courtesy Send brief e-mail Compose carefully

13. © Prentice Hall, 2004 Business 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, 2004 Business Communication EssentialsChapter 6 - 14 Send Brief E-Mail Narrow scope Short messages Concise statements

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

16. © Prentice Hall, 2004 Business Communication EssentialsChapter 6 - 16 Categories of Messages Routine, good-news, goodwill Bad-news Persuasive