1. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 1 Working with Letters, Memos, and E-Mail Messages

2. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 2 From The Real World Considering that most people don’t read much of what is written, you must be brief and direct. Colin Ferguson, Partner Ferguson Walker Marketing Communications

3. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 3 Sending Letters, Memos, and E-Mail Audience Readability Format Strategy

4. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 4 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

5. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 5 Format Differences More FormalLess Formal LettersMemosE-mail External MessagesInternal Messages

6. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 6 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

7. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 7 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

8. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 8 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

9. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 9 Improving Readability in Short Messages Vary Length of Sentences Vary Length of Sentences ShortenParagraphsShortenParagraphs

10. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 10 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

11. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 11 Headings and Subheadings OrganizationOrganization ConnectionConnection AttentionAttention DescriptiveHeadingsInformativeHeadings

12. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 12 Subject Lines Easy-To-FollowMessages PersonalizedMessages E-Mail Readability

13. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 13 E-Mail Etiquette Practice Courtesy Send Brief E-mail Compose Carefully

14. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 14 Practice Courtesy Compose Offline Know the Audience Clarify Time Zones Avoid Flaming Limit Messages Respect Cultures Observe Schedules Prioritize E-mail

15. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 15 Send Brief E-Mail Narrow Scope Short Messages Concise Sentences

16. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 16 Compose Carefully Reply with care Understand “cc” and “bcc” fields Slow down Reread and edit

17. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 17 Categories of Messages The Message OpeningOpening BodyBody ClosingClosing Routine, Good-News, Goodwill Bad-NewsPersuasive

18. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 18 Real World Applications Is it ever okay to use an indirect approach when writing an e-mail? How can you put off the bad news when you have to state your purpose in the subject line? Let’s discuss!

19. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 19 Real World Applications Does it matter whether you personalize your e-mail messages? Let’s discuss!

20. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 20 Real World Applications Why do you think good internal communication improves employee attitudes and performance? Let’s discuss!

21. ©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 21 Real World Applications What do you think is important about matching the formality of your message to the formality of the situation and audience expectations? Let’s discuss!