To: Nancy Myers

From: Jeff Johns

Date: May 20, 2021, 2021

Subject: APLED 121- Chapter 9 Summary

Chapter 9 Summary
The importance of routine correspondence
On a day to day basis, letters, memos, and e-mail are used in the workplace.
Which communication channel should you use?
The choice for whether to use letters, memos, or e-mails should be made based on your
audience (internal or external), the complexity of the topic, the speed with which your
message can be delivered, and security concerns.
The differences among routine correspondence channels
Memos should be used for internal correspondence. Letters should be used for external
correspondence. E-mails and IM/TM can be used for internal or external
communication.
Reasons for writing memos, letters, and E-mail
There are many different reasons for writing letters, memos, and e-mail including
documentation, confirmation, procedures, recommendations, feasibility, status,
delegation, inquiry, and to preface other correspondence.
Using an all-purpose template for memos, letters, and E-mail
 Introduction
One or two sentences describing the topic and why you are writing.
 Discussion
Develop your content specifically.
 Conclusion
Conclude correspondence with Thanks, and/or directive action.
Essential components of memos
Introduction, body, and conclusion, as well as the date written, author, the readers, and
a subject line followed by colons.
Essential components of letters
 Writers address
 Date
 Readers address
 Salutation
 Letter body
 Complimentary close
 Signed name
 Typed name
  Optional components of letters
Subject line, writer’s and typist’s initials, enclosure notation, and copy notation.
Letter formats
Common formats include full block, full block with subject line, and simplified.
Essential components of E-mail
 Identify yourself
By name, affiliation, or title.
 Provide an effective subject line
Avoid generic subject lines li “Hi”, instead use informative lines like “Subject: Weekly
Meeting”.
 Keep your E-mail message brief
Limit your message length to one screen.
 Organize your E-mail message
Use an introduction, discussion, and conclusion format.
 Use highlighting techniques sparingly
To ensure you are understood clearly, limit highlighting techniques because not all e-
mail formats will appear the same.
 Be careful when sending attachments
Specify the file name and type to ensure attachments are noticed.
 Practice netiquette
Be courteous, professional, and avoid abusive or angry e-mail messages.
Criteria for different types of routine correspondence
 Inquiry
Inquiry’s demand specificity of the subject you are seeking information about.
 Response
Provide information, details, or answers to an inquiry.
 Cover (transmittal)
Provide overview information regarding an attachment.
 Complaint messages
Politely state the problem in your introduction, explain in detail the problem in the
discussion, and end your letter positively in your conclusion.
 Adjustment messages
Responses to complaints, whether 100% agree, 100% disagree, or partial agreement.
Use buffers to cushion the blow.
 Order
Provides documentation for an order, be clear and concise.
 Confirmation
Written to verify details. Summarize a discussion, payment details, times, dates, etc.
 Recommendation letter
 Include specific details of who you are, why you are writing the recommendation, and
specific details of the subjects skills or qualifications.
 Thank-you letter
Used to show your appreciation and help to build rapport.
Instant messages
 Benefits of instant messages
o Faster
o Efficient for collaboration in dispersed working groups
o Synchronized communication with co-workers and customers.
o Cheaper than phone rates
o More personal and unobtrusive
 Challenges of instant messages
o Security issues
o Lost productivity (slower than talking)
o Can lead to employee abuse
o Distracting
o Netiquette
o Spim
 Techniques for successful instant messages
Use IM for speed, summarize decisions made through IM in a follow-up e-mail, turn off
when not in use for work purposes, limit personal use, and never use for confidential
communication.
 IM/TM corporate usage policy
A company should have an IM/TM policy.
Text messages
 Reasons for using TM
o Cost
o Technological access
o Speed
o Multitasking
o Decreased intimidation factor
o documentation
The writing process at work
 Prewriting
Prewriting helps you determine your objectives.
 Writing
Organize content to successfully draft your document
 Rewriting
Polish your document for readability.