using letters, memos, e-mail, and instant messages

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 1

Using Letters, Memos, Using Letters, Memos, E-Mail, and Instant E-Mail, and Instant

MessagesMessages

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 2

Letters, Memos, E-Mail Letters, Memos, E-Mail and Instant Messagesand Instant Messages

• Audience

• Format

• Readability

• Strategy

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 3

Types of CommunicationTypes of Communication

• Internal– Understand the organization’s mission– Identify potential problems– React to changes

• External– Cultivate an impression– Respond to crises– Gather information

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 4

Format DifferencesFormat Differences

• Audience– Internal– External

• Types of messages– Letters–Memos– E-mail– Instant messages

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 5

Format for Business Format for Business LettersLetters

• Letterhead stationery

• Date

• Inside address

• Salutation

• The message

• Complimentary close

• Signature block

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 6

Format for MemosFormat for Memos

• Memo title

• Headings

• The message

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 7

Format for E-MailFormat for E-Mail

• Headings

• Salutation

• The message

• Complimentary close

• Signature block

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 8

Instant MessagingInstant Messaging

• Replace in-person meetings

• Replace phone calls

• Supplement online meetings

• Interact with customers

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 9

Advantages of Instant Advantages of Instant MessagesMessages

• Rapid response

• Reduced costs

• Conversational aspects

• Wide availability

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 10

Improving ReadabilityImproving Readabilityin Short Messagesin Short Messages

• Vary sentence length

• Shorten paragraphs

• Use lists and bullets

• Add headings and subheadings

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 11

Vary Sentence LengthVary Sentence Length

• Long sentences

• Medium sentences

• Short sentences

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 12

Keep Paragraphs ShortKeep Paragraphs Short

• Length

• Format

• Transitions

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 13

Using Lists and BulletsUsing 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

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 14

Headings and Sub-Headings and Sub-HeadingsHeadings

• Types of headings– Informative– Descriptive

• Functions of headings– Organization– Attention– Connection

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 15

E-Mail ReadabilityE-Mail Readability

• Subject lines

• Easy-to-follow messages

• Personalized messages

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 16

E-Mail EtiquetteE-Mail Etiquette

• Practice courtesy

• Send brief e-mail

• Compose carefully

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 17

Practice E-Mail CourtesyPractice E-Mail Courtesy

• Compose offline• Know the audience• Clarify time zones• Avoid flaming

• Limit messages• Respect cultures• Observe schedules• Prioritize with care

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 18

Send Brief E-MailSend Brief E-Mail

• Narrow scope

• Short messages

• Concise statements

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 19

Compose CarefullyCompose Carefully

• Reply with care

• Understand “cc” and “bcc” fields

• Slow down

• Reread the message

• Edit e-mail messages

• Understand e-mail permanence

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 20

Categories of MessagesCategories of Messages

• Routine, good-news, goodwill

• Bad-news

• Persuasive

© Prentice Hall, 2005 Business Communication Essentials Chapter 6 - 21

Reviewing Key Reviewing Key PointsPoints

• Writing letters, memos, emails, and

instant messages

• Improving short business messages

• Writing effective email messages

• Understanding brief messages