letters, memos, and electronic communication business communication ch.7, 6 th edition, w.s....
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Letters, Memos,and Electronic Communication
Business Communication Ch.7, 6th edition, W.S. Pfeiffer
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.
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.
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.
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.
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 ..)
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
e-mailDocument 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 email can include more formal attachments .
• Speed of delivery. • its arrival can be easily confirmed.• Readers can reply quickly.• It’s cheap
Good writing practices
1. Clear sense of purpose.2. Clear understanding of reader needs.3. Correct formatting.4. ABC format ( Abstract, Body, Conclusion)5. 3Cs Strategy (Capture, Convince, Control)6. Edit carefully ( Mechanics, Grammar, Style,
enclosed herewith, per your request)
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.
2. Know your reader Good writing Practices
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).
3. Correct Format Good writing Practices
Adopt letter and memo format uniformaly used by all employees.
•3 main letter formats:1.Block. Model 7-3.
2.Modified block. Model 7-4.
3.Simplified. Model 7-5.
Format conventions
• Reference Initials ( MA/sb )• Enclosure notation (Encl. C.V.)• Copy notation ( cc: Sales Director)• Postscripts ( P.S. or PS )
Figure 7--1 An email message that separates different topics for reply
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Figure 7--2 Long email message with use of appropriate headings, separators, and white space
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--1 McDuff sample letter
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--2 McDuff sample letter
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--2 continued
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--3 Block style for letters
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--4 Modified block style (with indented paragraphs) for letters
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--5 Simplified style for letters
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--6 Memo style
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--7 Positive letter in block style
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--8 Negative letter in modified block style (with indented paragraphs)
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--9 Neutral letter (invitation) in block style
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--10 Neutral letter (placing order) in simplified style
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--11 Sales letter in simplified style
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--12 Memorandum: changes in procedures
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--13 Memorandum: changes in benefits
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
Model 7--14 Simple email message
PfeifferTechnical Writing, 5ed.
Copyright ©2003 by Pearson Education, Inc.Upper Saddle River, New Jersey 07458
All rights reserved.
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