Working With Letters, Memos, and E-Mail Messages

Working with Letters,
Memos, and E-Mail

Messages
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 1

Sending Letters,
Memos, and E-Mail
Audience
Audience Format
Format
Readability
Readability Strategy
Strategy

Internal External
Communication Communication
Understand
Understandthe
the Cultivate
Cultivate
Organization’s
Organization’sMission
Mission an
anImpression
Impression
Identify
IdentifyPotential
Potential Respond
Respondto
toCrises
Crises
Problems
Problems
React
React to
toChanges
Changes Gather
GatherInformation
Information

Format Differences
More Formal Less Formal
Letters Memos E-mail
External Messages Internal Messages

Format for Business-Letters
Letterhead
XXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXX
Stationery XXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXX
Date xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
Inside
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx Address
Salutation xxxxxxxxxxxxxxxxxxx
xxxxxxxxx:
xxxxxxxxx:
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
x xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
x
x
x
x
x
x
The
x
x
x
x
Message
x
x
x
x
x
x
x
Complimentary
Signature xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
x Close
x
Block xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
x
x
x
x
x
x
x
x
x
x
xxxxxxxxxxxxxx,
xxxxxxxxxxxxxx,
© Prentice Hall, 2004 Business Communication Essentials
xxxxxxxxxxxxxx Chapter 6 - 5
xxxxxxxxxxxxxx
xxxxxxxxx
xxxxxxxxx
xxxxxxxxx
xxxxxxxxx
Format for Memos
Memo XXXXXXXXXXXXXXX
XXXXXXXXXXXXXXX
Title
XX: xxxxxxxxxxxxxxxx
Headings XX: xxxxxxxxxxxxxxxx
XXXX:
XXXX:
xxxxxxxxxx
XXXX: xxxxxxxxxx
xxxxxxxxxx
XXXX: xxxxxxxxxx
XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxx
The
Message
xxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxx
x
x

Format for E-Mail
XX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Headings XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XX:
XX:
XXX:
XXX:
XXXXXXXX:
XXXXXXXX:
Salutation xxxxxxxxxxxx:
xxxxxxxxxxxx:
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx The
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Message
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xx Complimentary
xxxxxxxx,
xxxxxxxx,
Close
Signature xxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
Block xxxxxxxxxxxxxxxxxxxxxxx

Improving Readability
in Short Messages
Vary
Vary Length
Length Shorten
Shorten
of
of Sentences
Sentences Paragraphs
Paragraphs

Using Lists and Bullets
• Sequence your ideas
• Boost visual impact
• Highlight key points
• Simplify complex subjects
• Help readers skim the text

Headings and Subheadings
Organization
Organization
Descriptive Informative
Headings
Attention
Attention Headings
Connection
Connection

E-Mail Readability
Subject Lines
Easy-To-Follow
Messages
Personalized
Messages
E-Mail Etiquette
Practice Courtesy
Send Brief E-mail
Compose Carefully

Practice Courtesy
Compose Offline Limit Messages
Know the Audience Respect Cultures
Clarify Time Zones Observe Schedules
Avoid Flaming Prioritize E-mail

Send Brief E-Mail
Narrow Scope
Short Messages
Concise Sentences

Compose Carefully
• Reply with care
• Understand “cc”
and “bcc” fields
• Slow down
• Reread and edit

Categories of Messages
Routine, Good-News, Goodwill
The
The Message
Message
Opening
Opening
Bad-News Persuasive
Body
Body
Closing
Closing

Working With Letters, Memos, and E-Mail Messages

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Working with Letters,

Memos, and E-Mail

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 1

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 2

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 3

More Formal Less Formal

Letters Memos E-mail

External Messages Internal Messages

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 4

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 6

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 7

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 8

• Sequence your ideas

• Boost visual impact

• Highlight key points

• Simplify complex subjects

• Help readers skim the text

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 10

Send Brief E-mail

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 12

Know the Audience Respect Cultures

Clarify Time Zones Observe Schedules

Avoid Flaming Prioritize E-mail

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 14

• Reread and edit

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 15

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 16

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