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


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

• Audience

• Format

• Readability

• Strategy


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


Format DifferencesFormat Differences

• Audience– Internal– External

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


Format for Business Format for Business LettersLetters

• Letterhead stationery

• Date

• Inside address

• Salutation

• The message

• Complimentary close

• Signature block


Format for MemosFormat for Memos

• Memo title

• Headings

• The message


Format for E-MailFormat for E-Mail

• Headings

• Salutation

• The message

• Complimentary close

• Signature block


Instant MessagingInstant Messaging

• Replace in-person meetings

• Replace phone calls

• Supplement online meetings

• Interact with customers


Advantages of Instant Advantages of Instant MessagesMessages

• Rapid response

• Reduced costs

• Conversational aspects

• Wide availability


Improving ReadabilityImproving Readabilityin Short Messagesin Short Messages

• Vary sentence length

• Shorten paragraphs

• Use lists and bullets

• Add headings and subheadings


Vary Sentence LengthVary Sentence Length

• Long sentences

• Medium sentences

• Short sentences


Keep Paragraphs ShortKeep Paragraphs Short

• Length

• Format

• Transitions


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


Headings and Sub-Headings and Sub-HeadingsHeadings

• Types of headings– Informative– Descriptive

• Functions of headings– Organization– Attention– Connection


E-Mail ReadabilityE-Mail Readability

• Subject lines

• Easy-to-follow messages

• Personalized messages


E-Mail EtiquetteE-Mail Etiquette

• Practice courtesy

• Send brief e-mail

• Compose carefully


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


Send Brief E-MailSend Brief E-Mail

• Narrow scope

• Short messages

• Concise statements


Compose CarefullyCompose Carefully

• Reply with care

• Understand “cc” and “bcc” fields

• Slow down

• Reread the message

• Edit e-mail messages

• Understand e-mail permanence


Categories of MessagesCategories of Messages

• Routine, good-news, goodwill

• Bad-news

• Persuasive


Reviewing Key Reviewing Key PointsPoints

• Writing letters, memos, emails, and

instant messages

• Improving short business messages

• Writing effective email messages

• Understanding brief messages

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

Documents

bulletsadd headings

careunderstand cc

bcc fieldsslow downreread

memosmemo titleheadings