To: Nancy Myers

From: William Conklin

Date: May 20, 2021
Subject: APLED 121-Chapter 9 Summary

CHAPTER 9
ROUTINE CORRESPONDENCE

The Importance of Routine Correspondence-The National Commission on Writing states that routing
correspondence was used “frequently” by 70 percent of companies surveyed. Daniel Sieberg of CBS
News, reports that E-mail and Texting are the two most common uses for cell phones, putting talking on
the phone at number three.

Which Communication Channel Should You Use? -Understanding your audience, the complexity of your
topic, speed of delivery and security concerns will help you determine which communication channel
you choose. For example, E-mail is a convenient and nearly immediate communication channel, but
may not offer adequate security if your subject requires it.

The Differences Among Routine Correspondence Channels-There are different characteristics between
the various forms of routine correspondence. These include destination, format, audience, topic,
complexity and length of communication, tone, attachments or enclosures, delivery time, and security.
For example, the tone of an IM/TM would be very informal compared to the formality of a written letter
to stakeholders or stockholders.

Reasons for Writing Memos, Letters, and E-mails-Your correspondence can be intended for a wide
variety of readers including, supervisors, coworkers, subordinates, vendors, stakeholders, customers,
and a combination of more than one of these. The purpose for your correspondence could include
documentation, confirmation, procedures, recommendations, feasibility, status, directive, inquiry, and
cover.

Using an All-Purpose Template for Memos, Letters, and E-mail

• Introduction-This informs your reader why you are writing. Get to the point with one or two
introductory sentences.
• Discussion-This is where you develop your content. Make it more readable for your audience by
itemizing, using white space, creating headings, boldfacing, or inserting graphics.
• Conclusion -This is where you conclude your correspondence. You can add a thank you or
directive action at this point.

Essential Components of Memos-Memos should contain identification lines (date, to, from, and
subject). Memos will have an introduction, body, and conclusion. Make sure that the memo is clear,
concise, recognizes the audience and avoids grammatical errors.
Essential Components of Letters-Your letter should be written on 8 ½” x 11” paper with 1” to 1 ½“
margins as well as use an appropriate font. Other essential components follow:

• Writer’s Address-Either your personal address or your company’s address. This will include the
street address, city, state (may be abbreviated), and zip code.
• Date-The date of when you wrote the letter. Insert the date one to two spaces below the
writer’s address in one of the two following formats, May 5, 2021, or 5 May 2021.
• Reader’s Address-This goes two lines below the date and includes:
o Reader’s name
o Reader’s title
o Company name
o Street address
o City, State, and Zip code
• Salutation-Place these two lines below the inside address. Traditionally use Dear and your
reader’s last name. You can use first names if you are on a first name basis with the reader.
• Letter Body-Put this two spaces below the salutation. This consists of an introduction,
discussion, and conclusion.
• Complimentary Close-This is typically “Sincerely” and placed two spaces below the conclusion.
• Signed Name-Your signature. It is important to actually sign here, when possible.
• Typed Name-Your name typed out with your title below or after with a comma separating them.
Place these four spaces below the complimentary close to allow room for your signature.
• Optional Components of Letters
o Subject Line-Placed two spaces below the inside address. This may replace the
salutation.
o New Page Notation-Cite your name, page number, and the date if your letter is multiple
pages long.
o Writer’s and Typist’s Initials-Two spaces below the typed signature. This is only
necessary when the writer and typist are different people. In this case the writer’s
initials will be capitalized.
o Enclosure Notation-Include these two spaces below the typed signature if your letter
prefaces enclosed information, such as an invoice or report.
o Copy Notation-Place these two spaces below the typed signature if you have sent a
copy of this to other readers. This complimentary copy is abbreviated as “cc” and
should include the names of all the people the copy was sent to.

Letter Formats

➢ Full Block-Type all information at left margin without indenting paragraphs, the date, the
complimentary close or signature.
➢ Full Block with Subject Line-The same as full block with the addition of a subject line.
➢ Simplified-Similar to full block with the omission of a salutation and complimentary close.

Essential Components of E-mail-The following will ensure your E-mail reflects professionalism:

• Identify Yourself-Do this in a “From” line or a signature file (sig. file) with your name, affiliation,
or title.
 • Provide an Effective Subject Line-Use an effective subject line to ensure your correspondence is
read and not ignored.
• Keep Your E-mail Message Brief-Keep it short to help your reader access information quickly.
• Organized Your E-mail Message-Use an introduction, discussion, and conclusion.
• Use Highlighting Techniques Sparingly-Limit highlighting to bullets, numbers, double spacing,
and headings. Other highlighting techniques may not be displayed on other devices or formats.
• Be Careful When Sending Attachments-Specify the software application used (HTML,
PowerPoint, PDF, or Word) and the name of the attachment in the body of your E-mail where
you notify your reader of your inclusion of an attachment.
• Practice Netiquette-Be courteous, professional, and avoid abusive, angry E-mails.

Criteria for Different Types of Routine Correspondence-You must determine what type of
correspondence to send depending on the audience you are engaging with. Following are some
different types of routine correspondence:

• Inquiry-In an inquiry you are asking for specific information like records, requirements, costs,
and schedules. These requests should be made with a letter, memo, or E-mail.
• Response-This correspondence is in response to an inquiry, and you will provide information,
details, or answers. Introduce your response with a reminder of why you are writing. Follow
the introduction with a discussion of details such as times, dates, costs, or enclosures.
• Cover (Transmittal)-You might use a cover letter, memo, or E-mail to preface the inclusion of
reports, maps, instructions, invoices, or drawings,
• Complaint Messages-In a complaint message politely introduce the problem, discuss the details
of the problem, and end your letter positively.
• Adjustment Messages-This is a response to a complaint. You could partially agree with the
complains, agree 100%, or disagree 100%. You can use a buffering sentence to buffer bad news
if your response is a 100% no or a partial adjustment.
• Order-You can correspond in an E-mail, memo, or letter about an order. In your introduction to
the order, you will provide the reason, authorization, method of delivery, and a source of item
information. In the discussion include an itemized list and precise details of the order. Conclude
the correspondence with the date needed, payment details, contact information, and a positive
close.
• Confirmation-A letter, memo, or E-mail verifying the details of arrangements for the purchase of
products or services. This correspondence will include things like times, costs, payment options,
and due dates.
• Recommendation Letter-A letter you may write to recommend an employee for a promotion, a
colleague for an award, or as a reference for a former employee. In the introduction state your
position, your relationship to the person, the applicant’s name, and the position. Discuss
specific details of the applicant’s skills in the body and sum up why this person is deserving of
consideration in the conclusion.
• Thank-You Letter-It is good business to write a follow-up thank-you letter to someone who has
done you a favor. Write with clarity and a pleasant tone to show your appreciation and develop
rapport.

Instant Message-This method is good option for todays fast paced work environment.
 • Benefits of Instant Messages-IM is fast, efficient, affordable, and less intrusive than telephone
calls.
• Challenges of Instant Messages-Some of the possible problems with IM are security, lost
productivity, employee abuse, distraction, netiquette issues, and spim (instant message spam).
• Techniques for Successful instant Messages-To combat some of the problems that occur with
IM choose the correct communication channels, summarize decisions, tune in, or turn off, limit
personal use, and never use IM for confidential communication.
• IM/TM Corporate Usage Policy-Employees should be trained on these policies. Security
measures should be installed, passwords should not be stored on computers, and a log or
archive of IM/TM should be kept.

Text messages-Due to the short format of text messages, also known as short message service (SMS),
conciseness is favored.

Reasons for Using TM-Some of the reasons for using TM include cost, technological access, speed,
multitasking, decreased intimidation, and documentation.

The Writing Process at Work

• Prewriting-Brainstorming
• Writing-Write an initial draft
• Rewriting-Edit and make revisions