To: Nancy Myers

From: Andersen Sala

Date: May 25, 2022
Subject: APLED 121-Chapter 9 Summary-Outline

CHAPTER 9
ROUTINE CORRESPONDENCE

The Importance of Routine Correspondence – Many people frequently use memos, letters, e-mails,
instant messages, and text messages routinely.

Which Communication Channel Should You Use? – Depends on your audience and the sensitivity of the
topics you are discussing.

The Differences Among Routine Correspondence Channels – Memos are generally used for internal
communication and very specific. Letters are a broader form of communication sent outside a business.
E-mails are used internally and externally; they can be used for business or personal acquaintances.
IM/TM is a little to no format means of instantaneous communication that can be used for internal and
external purposes.

Reasons For Writing Memos, Letters, And E-Mail

 Documentation
 Confirmation
 Procedures
 Recommendations
 Feasibility
 Status
 Directive
 Inquiry
 Cover

Using An All-Purpose Template for Memos, Letters, And E-Mail

 Introduction – Get to the point with one to two clear sentences on what and why.
 Discussion – The longer you make this, the more likely people are to skim over it.
 Conclusion – Wrap it up with what happens next and or say “thanks”.

Essential Components of Memos – Give the identification lines (Date, To, From, and Subject),
Introduction stating what and why, write a body with what you want to say, give a conclusion on what
happens next.
Essential Components of Letters
 Writer’s Address – Personal address includes street address, city, state, and a zip code. If it
contains the company address, add the business name.
 Date – One or two spaces below add the date using month/day/year, or day/month/year.
 Reader’s Address – Another one or two spaces down add the readers name or the person in
question’s job title or their department, company name, street address, city, state, and zip code.
 Salutation – The tradition salutation, placed two spaces beneath the inside address. Use “Dear”
followed by the reader’s last name, followed by a colon. Use the correct honorifics.
 Letter Body – One to two spaces below the salutation Include the, introductory, discussion, and
conclusion paragraphs.
 Complimentary Close – Two spaces below, followed by a comma, give the typical “Sincerely.”
 Signed Name – MAKE IT LEGIBLE.
 Typed Name – Below the signature, type your name.
 Optional Components of Letters
o Subject Line
o New-Page Notations
o Writer’s and Typist’s Initials
o Enclosure Notation
o Copy Notation

Essential Components of E-Mail

 Identify Yourself – Name, affiliation, or title. Creating a signature file or sig file will also act as a
business card, making people more at ease to open you emails.
 Provide An Effective Subject Line – Keep on topic and state your purpose, this will make people
more willing to open the email.
 Keep Your E-Mail Message Brief – Reader’s skim and scan, don’t give them a reason to.
 Organize Your E-Mail Message
o Introductory
o Paragraph
o Discussion
o Conclusion
 Use Highlighting Techniques Sparingly – Avoid distorting your message.
 Be Careful When Sending Attachments – Remind the reader that you added an attachment.
 Practice Netiquette – Be courteous, calm, cool, deliberate, and professional. Don’t use
shorthand language or emoji’s, the emails represent your company.

Criteria For Different Types of Routine – Know what who you’re writing to, so you know what to write
and how to write it.
Correspondence
 Inquiry – Requesting specific information.
o Introduction – Clarify intent.
o Discussion – Specify Needs.
o Conclusion – Conclude precisely.

 Response – Provide specific information.

o Introduction – Remind when you last spoke or heard, then write about why and what.
o Discussion – Organize into paragraphs and use bulleted or numbered lists.
o Conclusion – End with an upbeat and friendly tone. Leave contact info.

 Cover (Transmittal) – Give an overview using an attachment.

o Introduction – Explain why you are writing and what you are sending.
o Discussion – Tell the reader what you have enclosed or what of value is within.
o Conclusion – Tell the reader what you want to happen next.

 Complaint Messages
o Introduction – State the problem; Include supporting details and don’t be baseless.
o Discussion – Discuss the problem and give more in detail information.
o Conclusion – End positively and courteously. These complaints also reflect your
company.

 Adjustment Messages
o 100% Agreement
o 100% Disagreement
o Partial Adjustment – Agree with some but disagree with other aspects.

 Confirmation – Correspondence represents an official contract. Make it an official with a

confirmation to verify the details of the agreement.

Instant Messages – Letters, memos, and e-mail could be too slow for face-paced workplaces.

Benefits Of Instant Messages

 Increased speeds
 Efficiency for geographically dispersed workgroups
 More personal
 Find out who’s available
 Less intrusive than telephone calls
Challenges Of Instant Messages
 Security issues
 Lost Productivity
 Employee Abuse
 Distraction
 Netiquette
 Spam

Techniques For Successful Instant Messages

1. Use correct communication channels
2. Summarize decisions
3. Tune in, or turn off
4. Limit personal use
5. Never use IM for confidential communication

IM/TM Corporate Usage Policy

 Train employees
 Explain allowable services
 Don’t store passwords on easily accessed devices
 Use appropriate security measures
 Log and archive instant messages and text messages for compliance to company policy

Text Messages – SMS (short message service) are a growing presence in workplace communication.
Short and brief messages that have a large user base.

Reasons For Using TM

 Cost
 Technological Access
 Speed
 Multitasking
 Decrease the “intimidation factor.”
 Documentation

The Writing Process at Work

 Prewriting – Brainstorming
 Writing – Write your paper
 Rewriting – Proofread and edit