To: Nancy Myers

From: Jon Smilden

Date: May 26, 2022
Subject: APLED 121- Chapter 9 Summary

Chapter 9 Summary
Routine Correspondence

The importance of routine correspondence- Day to day communication to keep employees and
customers informed.

Which communication channel should you use? – Decide which communication to use based on
the audience, complexity of topic, speed with which your message needs to be delivered, and
security protocols that need to be followed.

The differences among routine correspondence channels-

 Memos: Internal correspondence, generally high tech, informal.
 Letters: External correspondence, formal format, generally to lay readers, delivered through
the mail.
 E-mail: Multiple audiences can take the tone of formal or informal and lay or high tech.
Diverse topics with wide range of tones. Often instantaneous because this is an electronic
communication.
 IM/TM: Internal and external correspondence, no format, multiple audiences, wide range of
topics, brief form of communication, very informal, same as an email with regards to
security and speed of transmission.

Reasons for writing memos, letters, and email-

 Documentation: To document expenses, incidents, accidents, or problems encountered.
 Confirmation: To confirm the agenda, date, time, and location of a meeting.
 Procedures: To describe how to do something.
 Recommendations: To recommend something to purchase, promote someone, award a
contract.
 Feasibility: To describe the ease of changes in the workplace.
 Status: Statements at regularly occurring intervals about travel, procedures, or finances.
 Directive (delegation of responsibilities): To give subordinates assigned tasks.
 Inquiry: Question upcoming processes or procedures.
 Cover: The preface to a proposal, longer report, or attachment.

Using an all-purpose template for memos, letters, and email- Include these key components.
 Introduction- One to two sentences about what your topic is and why you’re writing it.
 Discussion- A section to develop your content specifically. Avoid long blocks of text
(paragraphs).
  Conclusion- To conclude with thanks and/or directive action to the reader about what you
would like them to do next or what your plans are.

Essential components of memos- Memos need an introduction, body, conclusion, and subject or
identification line. The subject line needs to communicate the topic and focus of the memo.

Essential components of letters- Letters are typed using business appropriate font and printed on 8 ½
by 11” paper.
 Writer’s address- Personal or company address including city, state, zip code and if applicable
company’s name.
 Date- Month, day, and year that the letter was written.
 Reader’s address- The address of the reader.
 Salutation- Dear and the readers last name followed by a colon.
 Letter body- Introductory paragraph, discussion paragraph(s), and concluding paragraph of the
letter.
 Complimentary close- Use sincerely or another common closing statement.
 Signed name- Leave space for you to sign the letter if you are not using a program that signs the
document electronically.
 Typed name- Type your full name and if you want your title on the same line.

 Optional components of letters

 Subject Line- Topic and focus of the letter.
 New Page Notations- If longer than 1 page cite your name, page number, and date on
all pages after the first one.
 Writer’s and Typist’s Initials- If the letter was typed by someone other than the writer
include the typist’s initials (lower case) next to the writer’s initials (upper case)
separated by a colon.
 Enclosure Notation- If the letter included any enclosed information reference these two
spaces below the typed signature.
 Copy Notation- If you sent a copy of this letter to other readers mention this by using
“cc” followed by their names.

Letter formats- There are three common types of letter format. Full block, full block with subject line,
and simplified. Each of these formats use a professional tone, margins, and indenting.

Essential components of email

 Identify yourself- Identify yourself by using your name, affiliation, title, or by creating a .sig file.
 Provide an effective subject line- Use direct subject lines to assure that your message is read.
 Keep your email message brief- Limit messages to one screen when possible.
 Organize your email message- Use an introduction, discussion, and conclusion paragraph when
you can. If the email is short, try using an introductory sentence.
 Use highlighting Techniques Sparingly- Not all highlighting techniques will show up on
everyone’s email so use these sparingly.
  Be careful when sending attachments- Tell your reader when you are sending an attachment,
so they know it is safe.
 Practice netiquette- Be courteous, professional, and avoid sending abusive or angry messages.

Criteria for Different Types of Routine Correspondence- Your audience type will determine which type
of correspondence you use.
 Inquiry- A request for information about requirements, costs, records, or any other matters that
interest you or the business.
 Introduction- Clarify your intent in the introduction.
 Discussion- Specify your needs in the discussion.
 Conclusion- Tell your reader when you need a response.

 Response- A response includes the answer to an inquiry.

 Introduction- Remind your reader when you last spoke.
 Discussion- Organize your discussion into paragraphs.
 Conclusion- Conclude with an upbeat and friendly tone.

 Cover (Transmittal)- Precedes attached or enclosed documents.

 Introduction- Explain why you are writing and sending the attached information.
 Discussion- Tell your reader exactly what is enclosed in the document and the value of
what is being sent.
 Conclusion- Tell your reader what you want to happen next.

 Complaint message- Formal complaint.

 Introduction- Polity state the problem.
 Discussion- Explain in detail the problems experienced.
 Conclusion- End your letter positively.

 Adjustment messages- Responses to complaint letters. Can be 100% yes, 100% no, or partial
adjustment.
 Buffers to cushion the blow- Be positive and thank your writer for bringing the problem
to you. Use facts to persuade your reader. Give information that both you and your
reader can agree upon. Compliment your reader. Be concise. Avoid placing blame.

 Order- Documentation between business and customer.

 Introduction- Reason for placing the order, authorization for placing the order, method
of delivery, and source of item information.
 Discussion- Use a lead in sentence, itemized list of the order, and precise details about
the order including cost and descriptions.
 Conclusion- Date needed by, method of payment, contact information, and a thank you.

 Confirmation- Letter to verify the details of an agreement.

 Introduction- Remind the reader what is being discussed.
 Discussion- Clarify the agreement and anything specifically agreed upon.
  Conclusion- Tell the reader what to do next.

 Recommendation Letter- A letter detailing your recommendation.

 Introduction- State who you are and what is being recommended.
 Discussion- Why the recommendation is being written and what it is you hope to
accomplish.
 Conclusion- Sum up what has been recommended and include contact information.

 Thank-You Letter- A follow-up to a customer or business thanking them for their continued
business.

Instant Message
 Benefits of Instant Messages
 Faster communications, improved efficiency, synchronous communication, cheap, more
personal, and less intrusive than phone calls.
 Challenges of instant messages
 Security issues (all internet communications are vulnerable), lost productivity because
typing is slower than talking, Employee abuse for personal discussions, distraction,
netiquette, spam within the messages.
 Techniques for successful instant messages
 Choose the correct communication: Use email for longer or more detailed
conversations and in person discussion for sensitive topics.
 Summarize decisions: Use IM for quick communications and later email the conclusion
to all involved parties.
 Tune in turn off: Turn off IM notifications to limit distractions during work.
 Limit personal use: Instant messages at work are for work only.
 Never use IM for confidential communication: IM transmissions are not secure.

 IM/TM Corporate Usage Policy- The company will review their specific online communication
policy with you before you use their service. Follow all security measures and company policies
when using IM/TM communications.

Text Messages- A shorter and more direct form of communication than an email.
 Reasons for Using TM- Cost, access, speed, multitasking, and decreased intimidation factor are
all reasons to use a text message.

The Writing Process at Work

 Prewriting- Brainstorm, rough draft, planning, listing.
 Writing- Gather information from prewiring and write your correspondence.
 Organize your Ideas- Logically develop your content for the readers understanding.
 Rewriting- Review suggestions and peer review to make edits as needed.