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Technical CommunicationA Practical ApproachChapter 6: Correspondence
William Sanborn Pfeiffer
Kaye Adkins
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.2
Correspondence
General Guidelines for Correspondence Types of Messages in Correspondence Letters Memos E-mail Memos versus E-mail
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.3
General Guidelines for Correspondence
Know Your Purpose Know Your Readers Follow Correct Format Follow the ABC Format for All
Correspondence Use the 3Cs Strategy for Persuasive
Messages
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.4
General Guidelines for Correspondence
Stress the “You” Attitude Use Attachments for Details Be Diplomatic Edit Carefully Respond Quickly
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.5
Correspondence
Types of Messages in Correspondence Positive messages Negative messages Neutral messages Persuasive messages
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.6
Types of Messages in Correspondence
Positive Messages State good news immediately Follow ABC format
Abstract Bridge between this letter and last communication with
person Clear statement of good news
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.7
Types of Messages in Correspondence
Positive Messages Follow ABC format
Body Supporting data for main point mentioned in abstract Clarification of any questions reader may have Qualification, if any, of good news
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.8
Types of Messages in Correspondence
Positive Messages Follow ABC format
Conclusion Statement of eagerness to continue relationship or
complete project Clear statement, if appropriate, of what step should come
next
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.9
Types of Messages in Correspondence
Negative Messages Buffer the bad news, but still be clear Follow ABC format
Abstract Bridge between your letter and previous communication General statement of purpose or appreciation
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.10
Types of Messages in Correspondence
Negative Messages Follow ABC format
Body Strong emphasis on what can be done Buffered yet clear statement of what cannot be done Facts that support your views
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.11
Types of Messages in Correspondence
Negative Messages Follow ABC format
Conclusion Closing remarks that express interest in continued
association Statement, if appropriate, of what will happen next
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.12
Types of Messages in Correspondence
Neutral Messages Be absolutely clear about your inquiry or
response Follow ABC format
Abstract Bridge or transition between letter and previous
communication, if any Precise purpose of letter
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.13
Types of Messages in Correspondence
Neutral Messages Follow ABC format
Body Details that support the purpose statement Description of item requested Requirements related to invitation Description of item being sent
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.14
Types of Messages in Correspondence
Neutral Messages Follow ABC format
Conclusion statement of appreciation description of actions that should occur next
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.15
Types of Messages in Correspondence
Persuasive Messages Follow ABC format
Abstract Focus on how the information will help the reader
Body Clear explanation of steps to be taken Emphasis on benefit to the reader Reference to any attachments
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.16
Types of Messages in Correspondence
Persuasive Messages Follow ABC format
Conclusion Statement of what will happen next Offer of further explanation or future contact
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.17
Letters
Letters are to your clients and vendors what memos are to your colleagues Professional tone Action oriented
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.18
Specific Guidelines for Memos
Memoranda Be clear, brief, and tactful Follow ABC format
Abstract Clear statement of memo’s purpose Outline of main parts of memo
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.19
Specific Guidelines for Memos
Memoranda Follow ABC format
Body Supporting points, with strong points at beginning and/or
end Frequent use of short paragraphs or listed items Absolute clarity about how memo relates to reader Tactful presentation of any negative news Reference to attachments, when additional detail is
required
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.20
Specific Guidelines for Memos
Memoranda Follow ABC format
Conclusion Clear statement of what step should occur next Another effort to retain goodwill and cooperation of
readers
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.21
Guidelines for E-Mail Appropriate Use and Style of E-Mail
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.22
Guidelines for E-mail Use style appropriate to the reader and subject Be sure your message indicates the context to
which it applies Choose the most appropriate method for
replying to a message Format your message carefully
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.23
Guidelines for E-Mail Chunk information for easy scanning Give readers a method to abstain from
receiving future notices Suppress the e-mail addresses of recipients When writing an important message, consider
composing on your word processor
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.24
Follow ABC Format Abstract
Casual, friendly greeting Short, clear statement of purpose List of main topics
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.25
Follow ABC Format Body
Supporting information for points mentioned in abstract
Use of short paragraphs Use of headings and lists Use abbreviations and jargon only when understood
by reader
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.26
Follow ABC Format Conclusion
Summary of main point Clarity about action that comes next
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.27
Appropriate Use and Style of E-Mail
E-Mail Is Not Private E-Mail Should Be Written Carefully E-Mail Style May Be Informal Don’t Send Too Quickly
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Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins
Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.28
Memoranda Versus E-Mail
Send a memo if The document is longer than can be viewed on a
computer screen The document includes special characters The document includes graphics The document will be posted in print form The document contains sensitive information