letters, memoranda, & electronic communication other forms of technical writing

Letters, Memoranda, & Electronic Communication

Other Forms of Technical Writing

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I. DEFINITIONS

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I. DEFINITIONS

A) LETTERS:• external

written to someone outside your organization

• 1 major point• 1 page• 4 types:

1) Positive

2) Negative

3) Neutral

4) Sales

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I. DEFINITIONS

B) MEMORANDA (memorandums):• internal

written to someone within your organization

• 1 main point no more than a few points

• 1 page

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I. DEFINITIONS

C) EMAIL:• internal or external

written to someone within or outside your company

• informal• written for speed

speed of writing, of delivery

• with formal attachments

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I. DEFINITIONS

D) Letters, Memos, and Emails:

• PURPOSE: You should show a clear sense of purpose

Why are you writing? Purpose Statements

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I. DEFINITIONS

D) Letters, Memos, and Emails:

• READER ANALYSIS: Know your readers’ needs Know their technical levels

• FORMATTING: Pay attention to correct formats (guidelines)

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II. GUIDELINES

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II. GUIDELINES

1) PURPOSE: Purpose Statement

Implied vs. Overt (announce) Letter

“As you requested yesterday, ….” Memo:

“This memorandum will….”

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II. GUIDELINES

2) READER ANALYSIS: Whom are you trying to inform or influence?

influences vocabulary argument tone

Multiple Readers/Complex Audience: = varied audience (in terms of technical skill

level) (1) reduce the level of technicality or (2) write different parts for different readers

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II. GUIDELINES

3) FORMAT: Follow company guidelines for uniformity

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II. GUIDELINES

3) FORMAT: LETTERS

• Formats: (1) block format (2) modified block format

with indented paragraphs, CC & signature under date on the right-hand side

(3) simplified format

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II. GUIDELINES

3) FORMAT: LETTERS

• Faxes: between the date & inside address FAX TRANSMISSION or FACSIMILE

• References: 2 lines below the signature block initials of typist (rs) or initials of writer &

typist (SAH/rs)

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II. GUIDELINES

3) FORMAT: LETTERS

• Enclosure: 1-2 below Reference Initials Enclosure or Attachment

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II. GUIDELINES

3) FORMAT: LETTERS

• Copy: 1-2 below Enclosure Abbreviation + Name of person/s receiving

the copies C = copy CC = carbon copy PC = photocopy BC = blind copy

no “copy” on the original * NO caps for each abbreviation

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II. GUIDELINES

3) FORMAT: LETTERS

• Postscripts: last item (used but occasionally) PS or P.S.

• Multiple-Page Headings: recipient (person or company) + date + page # often abbreviated

Jones to Bridges, 2

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II. GUIDELINES

3) FORMAT: MEMOS

• Formats: date + to + from + subject From Line = initialed Subject Line = attention-grabber, meaning

• Faxes: before the date FAX TRANSMISSION or FACSIMILE

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II. GUIDELINES

3) FORMAT: MEMOS

• References: below the last paragraph initials of typist (rs) or initials of writer &

typist (SAH/rs)

• Enclosures/Attachments: 1-2 below Reference Initials Enclosure or Attachment

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II. GUIDELINES

3) FORMAT: MEMOS

• Copy: 1-2 below Enclosure Abbreviation + Name of person/s receiving

the copies C = copy CC = carbon copy PC = photocopy BC = blind copy

(no “copy” on the original) * NO caps for each abbreviation

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II. GUIDELINES

3) FORMAT: MEMOS

• Postscripts: last item (rarely used—avoid) PS or P.S.

• Multiple-Page Headings: recipient (person or company) + date + page # often abbreviated

Jones to Bridges, 2

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II. GUIDELINES

4) ABC Format:

• ABSTRACT Introduce the purpose

Purpose Statement Summarize main points 1-2 small paragraphs

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II. GUIDELINES

4) ABC Format:

• BODY Lists to break-up the text Headings to break-up the text, divide info Use Personal names

names of readers Paragraphs = Deduction

General Specific main point = 1st

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II. GUIDELINES

4) ABC Format:

• CONCLUSION Summary of the Main Idea Clear Statement of what will happen next

Reader Analysis and Firsts & Lasts

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II. GUIDELINES

5) 3 C’s STRATEGY of PERSUASION:

• CAPTURE• CONVINCE• CONTROL

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II. GUIDELINES


• CAPTURE Capture interest with a good opener Tell readers what the letter/memo can do for

them

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II. GUIDELINES


• CONVINCE Convince the reader with supporting points Evidence supports opening claim:

this document will make their lives easier

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II. GUIDELINES


• CONTROL Control the closing Use a statement that

puts you in the position of following up on the letter/memo

and solidifies your relationship with the reader

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II. GUIDELINES

6) “YOU”:

• Focus on the reader• Anticipate & answer questions the reader

may raise “How will this affect the cost? By

allowing….”

• Replace “I” & “me” with “you” & “your”

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II. GUIDELINES

7) ATTACHMENTS:

• Letter/Memo = brief Detail = in the attachment

keeps the focus on the main point/message doesn’t distract, avoids clutter details = for future reference

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II. GUIDELINES

8) DIPLOMACY:

• Be tactful persuade & entice, don’t command be mindful of your TONE & DICTION don’t be pushy, 1-sided, condescending

• Positive (good news) letters = in the active voice

• Negative (bad news) letters = in the passive voice

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II. GUIDELINES

9) EDIT-PROOFREAD:

• Errors = obvious in short pieces

• Grammar – missing or improper punctuation faulty subject-verb agreement faulty pronoun-reference agreement

“sexist” language

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II. GUIDELINES

9) EDIT-PROOFREAD:

• Mechanics – spelling errors old or wrong address wrong title, job title

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II. GUIDELINES

9) EDIT-PROOFREAD:

• Style – negative tone

no negatives: don’t, won’t, cannot clichés & pat expressions

“per your request” long, windy sentences presumptive phrases

“thank you in advance”

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II. GUIDELINES

10) QUICK RESPONSE:

• Written & sent within 48 hours• Give plenty of time for an appropriate

response from readers• Examples –

follow-up letter to meeting customer request on a product service or shipping delay

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III. SPECIFIC GUIDELINES

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1) POSITIVE LETTERS:

• State good news immediately• Examples –

replying to a question @ products, services acknowledging receipt of order recommending for a promotion responding favorably to a routine request responding favorably to a complaint or

adjustment hiring an employee

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• ABC Abstract –

bridge between this letter & previous communication

clear statement of good news

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• ABC Body –

supporting data of main point clarification of possible questions reader may

have qualification of good news, if any

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• ABC Conclusion –

statement of eagerness to continue relationship, complete project, …

clear statement of what happens next, if relevant

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2) NEGATIVE LETTERS:

• Buffer the bad news BUT be clear• Examples –

explaining delays declining requests registering complaints refusing adjustments denying credit giving poor performance review explaining changes in original orders

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general statement of purpose or appreciation (buffer)

to find common bond to find area of agreement

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• ABC Body –

strong emphasis on what can be done, when possible

buffered but clear statement of what cannot be done

with clear statement of reasons for negative news facts that support your views (support)

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closing remarks that express interest in continued association

clear statement of what happens next, if relevant

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3) NEUTRAL LETTERS:

• Be absolutely clear about your inquiry or response

• Examples – requesting information inviting reader to an event responding to an invitation or routine request placing orders providing transmittal letter for a fax transmission sending solicited or unsolicited items through the mail

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3) NEUTRAL LETTERS:



clear statement of purpose response request invitation

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3) NEUTRAL LETTERS:

• ABC Body –

details that support the Purpose Statement description of items requested or sent requirements related to invitation

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3) NEUTRAL LETTERS:


statement of appreciation description of actions that should happen next

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4) SALES LETTERS:

• Help solve their problems• Examples –

ALL correspondence with a customer from 1st contact to thank-you letter

starting a relationship following a phone call following a meeting following completion of a sale or project seeking repeat business

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4) SALES LETTERS:

• ABC (3 C’s) Abstract –

Capture attention cite a surprising fact announce a new product or service (that client needs) ask a question show an understanding of the client’s problem show potential for solving client’s problem present a testimonial make a challenging claim summarize the results of a meeting answer a question the reader previously asked

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4) SALES LETTERS:

• ABC (3 C’s) Body –

Convince the reader stress one main problem about which the reader has a

concern stress one main selling point of your solution emphasize what is unique about your solution focus on value & quality

rather than price put details in enclosures briefly explain the value of the enclosures

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4) SALES LETTERS:

• ABC (3 C’s) Conclusion –

Control the next step in the sales process leave the reader with one crucial point to ponder or

remember offer to call

(1st choice) ask reader to call

(last choice)

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5) MEMORANDA:

• Memo = most common type of writing to peers, subordinates, superiors within your

company throughout the entirety of your career

Be clear, brief, tactful

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5) MEMORANDA:

• Examples – (positive)

announcing bonuses commending employee performance

(negative) reporting loss of profit or revenue requesting closer attention to time sheets

(neutral) announcing or summarizing a meeting explaining a procedure

(sales) requesting funding recommending staff suggesting changes

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5) MEMORANDA :


clear statement of purpose outline of the main parts of the memo

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5) MEMORANDA :

• ABC Body –

supporting data for the main point best = first or last

short paragraphs or listed items absolute clarity about what the memo has to do

with the reader tactful presentation of any negative news reference to attachments, when much detail is

required

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5) MEMORANDA :


clear statement of what happens next another effort to retain reader’s goodwill &

cooperation

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IV. EMAIL

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IV. EMAIL

1) APPROPRIATE USE of EMAIL:

Don’t send too quickly

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IV. EMAIL


• (advantages) speed receipt confirmation quick reply cheap to use cheap to send multiple copies & attachments saves time less formal

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IV. EMAIL


• (disadvantages) not private less formal

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IV. EMAIL

2) ABC Format for EMAIL :


casual, friendly greeting if justified by your relationship

short, clear Purpose Statement list of main topics covered

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IV. EMAIL


• ABC Body –

supporting data short paragraphs, with deduction

main point = 1st

headings & lists abbreviations & jargon

ONLY when understood by ALL readers

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IV. EMAIL



summary of main point clear statement of what happens next

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IV. EMAIL: Guidelines

1) Standard “MEMO” Format:• date, to, from, subject

2) One Main Subject:• one main subject per email• state clearly, concisely, specifically• in the Subject Line• describe the point in the Body

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3) Positive Conversational Style:• use “good taste”• fragments & slang = permissible

IF they are in good taste

• watch your tone not angry, negative constructive exchanges only

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4) Message = Context:• Why are you writing?• if in reply

“send with receipt” or with a copy of the original also, summarize the original

5) Appropriate Method of Reply:• reply to short message: at the start• reply to long, complex message:

one point at a time (headings)

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6) Careful Format:

(page design)• headings• bulleted lists• white space• separators

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7) Chunk Information:• break into digestible, coherent chunks• one specific topic• topic, time, date, location, prerequisites,

details

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8) Include Ways to Unsubscribe (groups):• give recipients a way of abstaining from

future notices• show consideration

9) Suppress Recipients’ Addresses (groups):• use “bcc” (Blind Copy) line to suppress

group members’ addresses• unless the group has given permission

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10) Compose in Word Processor:• check spelling & other mechanics• “cut & paste” when you’re done

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V. SUMMARY

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V. SUMMARY

• Make wise use of ATTACHMENTS place details in attachments keep particulars, specifics out of these

brief communiqués

• Complete READER ANALYSIS address their needs write to their technical skill levels follow the Rule of “Firsts & Lasts”

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V. SUMMARY

• Follow the ABC Format Abstract Body Conclusion

• Plus the 3 C’s Strategy of Persuasion Capture Convince Control

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V. SUMMARY

• Have a clear PURPOSE & ORGANIZATION Purpose Statements ABC & 3 C’s Planning Forms

• Astutely employ PAGE DESIGN elements Headings Lists

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