Other Forms of Technical Writing

LETTERS

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DEFINITION

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I. DEFINITION

LETTERS:• external

written to someone outside your organization• 1 major point• 1 page

• Types of Letters:1) Positive2) Negative3) Neutral4) Sales

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GENERAL GUIDELINES

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II. GENERAL GUIDELINES

1) PURPOSE: You should show a clear sense of purpose

Why are you writing? Purpose Statements

Purpose Statements Implied vs. Overt (announce) Letter – “As you requested yesterday, ….”

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II. GENERAL GUIDELINES

2) READER ANALYSIS: Know your readers’ needs Know their technical levels

Planning Form

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II. GENERAL GUIDELINES

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

influences your – vocabulary argument tone

Multiple Readers/Complex Audience: = varied audience (regarding technical skill level) (1) reduce the level of technicality or (2) write different parts for different readers

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II. GENERAL GUIDELINES

3) FORMAT: Pay attention to correct formats

Guidelines

Follow company guidelines for uniformity

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II. GENERAL GUIDELINES

3) FORMAT

• 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. GENERAL GUIDELINES

3) FORMAT

• 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. GENERAL GUIDELINES

3) FORMAT

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

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II. GENERAL GUIDELINES

3) FORMAT

• 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. GENERAL GUIDELINES

3) FORMAT

• 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

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

5) 3 C’s STRATEGY of PERSUASION:

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

them

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II. GUIDELINES

5) 3 C’s STRATEGY of PERSUASION:

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

this document will make their lives easier

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II. GUIDELINES

5) 3 C’s STRATEGY of PERSUASION:

• 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:

• Letters/Memos = 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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SPECIFIC GUIDELINES

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III. SPECIFIC GUIDELINES

• TYPES of Letters:

1) Positive

2) Negative

3) Neutral

4) Sales

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III. SPECIFIC GUIDELINES

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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III. SPECIFIC GUIDELINES

1) POSITIVE LETTERS:

• ABC Abstract –

bridge between this letter & previous communication

clear statement of good news

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III. SPECIFIC GUIDELINES

1) POSITIVE LETTERS:

• ABC Body –

supporting data of main point clarification of possible questions reader may

have qualification of good news, if any

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III. SPECIFIC GUIDELINES

1) POSITIVE LETTERS:

• ABC Conclusion –

statement of eagerness to continue relationship, complete project, …

clear statement of what happens next, if relevant

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III. SPECIFIC GUIDELINES

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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III. SPECIFIC GUIDELINES

2) NEGATIVE LETTERS:

• ABC Abstract –

bridge between this letter & previous communication

general statement of purpose or appreciation (buffer)

to find common bond to find area of agreement

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III. SPECIFIC GUIDELINES

2) NEGATIVE LETTERS:

• 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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III. SPECIFIC GUIDELINES

2) NEGATIVE LETTERS:

• ABC Conclusion –

closing remarks that express interest in continued association

clear statement of what happens next, if relevant

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III. SPECIFIC GUIDELINES

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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III. SPECIFIC GUIDELINES

3) NEUTRAL LETTERS:

• ABC Abstract –

bridge between this letter & previous communication

clear statement of purpose response request invitation

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III. SPECIFIC GUIDELINES

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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III. SPECIFIC GUIDELINES

3) NEUTRAL LETTERS:

• ABC Conclusion –

statement of appreciation description of actions that should happen next

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III. SPECIFIC GUIDELINES

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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III. SPECIFIC GUIDELINES

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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III. SPECIFIC GUIDELINES

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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III. SPECIFIC GUIDELINES

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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SUMMARY

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IV. 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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IV. SUMMARY

• Follow the ABC Format Abstract Body Conclusion

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

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IV. SUMMARY

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

• Astutely employ PAGE DESIGN elements Headings Lists