To: Nancy Myers

From: Meagan Eirls

Date: November 12, 2022

Subject: APLED 121: Chapter 9 Summary

Routine Correspondence
The Importance of Routine Correspondence
On a day-to- day basis, employers routinely write letters, emails, memos, reports, instant messages (IM),
and text messages (TM). While email is found to be the most used form of correspondence for most
companies, mobile communications have risen in importance.

Which Communication Channels Should You Use?

Common types of communication include memos, letters, and email messages. Figuring out which
method of communication is important to determine for each situation. For example, an email may not
be ideal if the recipient doesn’t have access to a computer.

The Differences Among Routine Correspondence Channels

 Memos: Internal correspondence written to colleagues, Identification lines (date, to, from, and
subject), generally high- tech or low- tech audiences, topics generally related to internal
corporate information, usually one page, and generally placed in a reader’s mailbox.
 Letters: External correspondence written to people outside of the business, Includes letterhead
address, date, salutation, and signatures. Generally lay or low-tech audiences, generally has
topics related to vendor, client, stakeholder, and stockholders.
 Email: Internal and external correspondence written to friends, acquaintances, coworkers,
clients, or vendors. Also includes identifications lines (to, from, subject, and date). Written for
multiple audiences with a diverse range of topics. Generally limited to one screen, with a wide
range of tones. Instantaneous messaging, however, not as secure as others may have access to
read it.
 IM/TM: Internal and external correspondence written to friends, acquaintances, coworkers,
clients, or vendors. No formal format and written for multiple audiences with a wide range of
topics. Instantaneous messaging with options to include attachments.

Reasons for Writing Memos, Letters, and Email

Memos, letters, and emails are written for a wide range of readers and topics. The following includes a
few reasons one might write these:

 Documentation: Expenses, incidents, accidents, problems encountered, projected studies.

 Confirmation: A meeting agenda, date, time, and location. Topics for discussion at upcoming
conferences.
 Procedures: How to set up accounts, operate new machinery.
  Recommendations: Reasons to purchase new equipment, promote someone, or develop new
software.
 Feasibility: Changes in the workplace (practices, procedures, locations, staffing)
 Status: Daily, weekly, mothy, quarterly, biannual, and yearly statements about the department
or company regarding many topics.
 Directive (delegation of responsibility): Assignments to subordinates.
 Inquiry: Questions about upcoming procedures or processes.
 Cover: The preface to a proposal, long report, or other attachment.

Using an All-Purpose Template for Memos, Letters, and Email

Memos, letters, and emails contain an introduction, discussion, and conclusion.

Introduction: One or two sentences that tells the readers the topic and why you are writing on the
topic.

Discussion: Using white spaces, boldfacing, headings, or graphics allows the readers to easily grasp the
content and retain the necessary information.

Conclusion: Conclude with “thanks” or a directive action. A directive tells the readers what your plans
are.

Essential Components of Memos

Memos must have identification lines that include the date it was written, the name of the writer, the
subject of the memo, and the name or names of the readers.

Essential Components of Letters

Letters should be typed or printed on 8 ½” x 11” paper with 1” to 1 ½” margins at the top and both sides.
Using a business font size and style (Times New Roman or Arial).

Writers Address: This will contain either your personal or company address. If the heading includes an
address, include the street address, cite, state, and zip code.

Date: Document the month, day, and year when writing your letter. Date formats include: mm/dd/yyyy,
and dd/mm/yyyy.

Readers Address: The readers address is two lines below the date. The order is as follows, readers
name, readers title, company name, street address, and city, state, and zip code on the same line.

Salutation: A traditional salutation is placed two spaces beneath the inside address, Dear and your
readers last name, followed by a colon. For a semi- formal salutation, you may address the reader with
their first name followed by a colon.

Letter Body: The body of the letter begins two spaces below the salutation and includes your
introductory paragraph, discussion paragraph, and concluding paragraph. The body should be
single spaced, with double spaces between paragraphs.
Complimentary Close: The complimentary close is followed by a comma, two spaces below the
concluding paragraph.

Signed Name: Sign your name legibly beneath the complimentary close.
Typed Name: Type your name four spaces below the complimentary close.
Occupational Components of Letters: These may be included in your letter:
 Subject Line- Placed two spaces below the inside address and two spaces above the salutation.
 New Page Notations- If your letter is longer than one page, cite your name, the date, and the
page number on all pages after page one.
 Writers and Typists Initials- If the letter was typed by someone other than the writer, both
writer and typist’s initials must be included two spaced below the typed signature. The writer’s
initials are capitalized, and typists are lowercase.
 Enclosure Notation- If your letter includes an invoice or report, mention this enclosure in the
letter, then type an enclosure notion two spaces below the typed signature.
 Copy Notation- If your letter has been sent to other readers, show this in a copy notation.

Letter Formats
Three types of letter formats include full block, full block with subject line, and simplified. With full block
and full block with subject line, you type all information at the left margin without indenting paragraphs,
date, complimentary close, or signature. The simplified format includes information typed to the left
margin, no salutation, and no complimentary close.

Essential Components of Email

To convey messages effectively and maintain professionalism, follow these tips for writing an email:

Identify Yourself: Identify your name, affiliation, or title either in the “From” line of the email or by
creating a signature file.

Provide an Effective Subject Line: Readers are unwilling to open unsolicited or unknown email. To
ensure your message is read avoid uninformative subject lines. Instead include lines such as the subject
matter.

Keep Your Email Message Brief: Keep your message short and to the point as readers skim and scan.
Organize Your Email Message: Email messages are usually kept brief; however, you should still add
an introductory, discussion, and conclusion as they will help maintain organization.

Use Highlighting Techniques Sparingly: While highlighting techniques are available for email they
may distort the message, so it is best to limit or avoid usage.

Be Careful When Sending Attachments: Tell the reader in the email you have included an
attachment and specify the file name of the attachment and software application you have used.

Practice Netiquette: When writing an email, observe the rules of netiquette, be courteous and
professional.
Criteria for Different Types of Routine Correspondence
Email messages are sent to both internal and external audiences, so you must determine the type and
amount of information based on this audience. Some of the different types of routine messages include
the following:

 Inquiry- Inquiries demand specificity when asking for information about a topic, employee,
degree requirements, etc.
o Introduction- Clarify your intent.
o Discussion- Specify your needs in the discussion.
o Conclusion- Conclude precisely. Explain when you need a response, provide dated
action on when you need the information, and tell the readers the importance of this
date and action.
 Response- Providing information, details, or answers to an inquiry.
o Introduction- Pleasantly remind the reader who you spoke with or heard form an
audience to explain why you are writing to them.
o Discussion- Organize this section into as many paragraphs as you need, using bulleted
points or numbered lists for easier access. Consider adding dates, times, costs, amount
of people, or types of activities.
o Conclusion- End with a friendly tone and include contact information.
 Cover (transmittal)- Attached or enclosed documents, informing the reader with an overview
of the material.
o Introduction- Provide information about why you are writing and what is being written
about.
o Discussion- Tell your reader exactly what is enclosed and its importance. Provide an
itemized list for easier access,
o Conclusion- Tell the reader what you want to happen next.
 Complaint- Writing a complaint.
o Introduction- Politely state the problem, provide details such as dates, times, or costs.
o Discussion- Explain in detail the problem, including dates, names, or information about
shipping.
o Conclusion- End politely to achieve continued rapport. Include contact information and
times available to be contacted.
 Adjustment- Response to complaints, also known as adjustment messages.
 100 percent yes- You agree 100 percent with the writer of the complaint.
 100 percent no- You disagree 100 percent with the writer’s complaint.
 Partial adjustment- You agree with some of the writers’ complaints and
disagree with other aspects of the complaint.
o Buffers to Cushion the Blow- Using the following techniques to buffer bad news:
 Establish rapport with the audience through positive words to create a pleasant
tone
 Sway your readers to accept the bad news with persuasive facts
 Provide information that both you and your audience can agree upon
 Compliment your reader or show appreciation
  Make your buffer one or two sentences
 Make sure your buffer leads to the logical explanation that follows
 Avoid placing blame or offending the reader
 Order – Provides documentation when placing an order.
o Introduction- The order of correspondence is as follows:
 Reason for placing the order
 Authorization for placing the order
 Method of delivery
 Source of information
o Discussion- In the body provide a sentence lead- in, and itemized list of the order, and
precise details that includes the cost, size, shape, materials, descriptions, colors, or
titles.
o Conclusion- the conclusion must include the date needed by, a method of payment,
contact information, and a positive close.
 Confirmation- Correspondence represents an official contract in business. Confirmation letters
may be written to clients or vendors when they make arrangements for a purchase or exchange
of service.
o Introduction- Remind the reader why correspondence is being written and the topic of
discussion.
o Discussion- Clarify the details of the agreement. Use highlighting techniques to make
the content more accessible using any of the following:
 Dates
 Location
 Times
 Audiovisual equipment
 Costs
 Parking
 Make/ models/ serial numbers
 Retainer fees
 Personnel and certification requirements
 Length of agreement
 Menus and decorations
 Room setup
o Conclusion- Tells the reader what to do next.
 Recommendation- Letters may be written for a variety of reasons to a variety of audiences.
o Introduction- Include any of the following in the introduction:
 Your position or title
 Your relationship with the person
 The length of your relationship
 The applicants name
 The position, scholarship, or award
o Discussion- Specify the details of the applicant’s skills and consider adding the following:
 Examples of the applicant's job performance
  Illustrations proving how and why the person will benefit from the company
 Evaluations of the persons chances of success
 Differences from others
 Examples of past projects
 Team skills
 Communication abilities
 Names of classes attended, or certifications acquired
 Honors earned
o Conclusion- Sum up why the person is deserving of consideration. Be sure to include
contact information.
 Thank- you- Writing a thank- you letter shows your appreciation and helps build rapport. In the
introduction remind the reader why you are writing. The body explain why and how you are
appreciative of the readers actions. Lastly, thank your reader for their time and their kindness.

Instant Messages
With the rise of fast- paced business, memos and emails may be too slow and not advisable to use.
Instant messaging is and instantaneous form of communication that may provide quicker solutions,
or easier access to contacts.

Benefits of Instant Messages

o Faster communication
o Improved efficiency for collaboration
o Synchronous communication with customers or clients
o Cheaper long- distance communication
o More personal than email, and less intrusive than a phone call

Challenges of Instant Messages

Potential Problems in the workplace may include:

 Security Issues- This is the larges concern. Instant message (IM) users are vulnerable to hackers,
identity theft, uncontrolled transfer of documents, and potential viruses.
 Lost Productivity- IM users on the job may lead to downtime if employees are not careful or
monitored with their use of time.
 Employee Abuse- IM can lead to personal messaging on company time rather than job related
messaging.
 Distraction- A board colleague might distract you with personal messaging, online chats, or non-
job-related content.
 Netiquette- Don’t forget the rules of business communication, as IM acts as a casual form of
communication.
 Spim- IM may lead to instant messaging spam (spim), unwanted advertisements, pornography,
or pop-up viruses.

Techniques for Successful Instant Messages

 To solve potential problems, consider these suggestions:

 Choose the correct communication channel- IM is for speed and convenience. Email,
memos, and letters are for lengthy or detailed messages.
 Summarize decisions- While IM is great for collaboration, other team members may not
have online access.
 Tune in or turn off- IM software shows others when you are online, which may lead to
personal messages. This software may include an optional feature that shows your online
status as “inactive” when you actually are active online.
 Limit personal use- IM should be used for business only, when on company time.
 Never use IM for confidential communication- IM programs in the workplace may allow
your administrators to view your messages. Use another form of communication for
personal messages.

IM/TM Corporate Usage Policy

A company should establish an IM and TM policy in the workplace for their employees to follow.
Consider a policy that includes:

 Train employees to use IM/TM effectively for business

 Explain what services are allowed in the workplace
 Do not allow employees to store IM/TM passwords in easily accessible places
 Install security measures to protect against external threats
 Log and archive IM/TM for compliance to company policy

Text Messages
Text messages (TM), also known as short message service (SMS), has become more popular in the
workplace for communication.

Reasons for Using TM

 Cost- Many employees pay for their own cell phones.

 Technological access- Not all employees have access to a computer at their worksite.
 Speed- TM is a quick and efficient form of communication that allows less text.
 Multitasking- TM allows a person to message multiple people at once while you may be working
on something else entirely.
 Decrease the intimidation factor- Letters, emails, reports, or memos may be intimidating to
write to your supervisors, TM takes some of the intimidation away.
 Documentation- TM is a written dialog of communication that cannot be found in phone call.
This may allow for clarification for any misconceptions.

The Writing Process at Work

The communication process can be completed with three frequently overlapping steps.

Prewriting
Allows time spent gathering as much information as you can on the subject matter.

Writing
Once information has been gathered, draft a document.

 Organize your ideas- If details are presented randomly, the audience may become confused.
Write your content logically with clear and concise information.

Rewriting
Reread and rewrite the document, fixing any problem areas along the way.