Chapter 6The Writing Process

Case 6 StudyRecently Maria Gonzalez changed jobs. After completing her business

technology degree, she left her position as a checkout clerk at a local supermarket. Now she works in the secretarial pool at a financial services office in Yuma, Arizona.

As expected, Maria’s company uses letters for external messages. Most of the recipients of these letters are in the United States; however, some recipients are in Mexico. Maria keys letters written in English only. Because she keys documents for many workers at the office, Maria has noticed many inconsistencies. Maria has also noticed that many letters contain specific formatting instructions, which often vary.

Because of her Mexican heritage, Maria feels comfortable with most of the long letters sent to Mexico. Nevertheless, at times, she feels that a letter she has keyed for a recipient in Mexico is somewhat short and not very well written.

The letters dictated by some of the executives in Maria’s office are always short and sometimes seem a little blunt and tactless. Other people’s letters are always long and wordy, sometimes running to two and three pages. She has also noticed that some people dictate letters with varying lengths.

Maria has noticed one other thing—that most authors of the letters she keys are white Americans. Most of the time Maria feels these letters are too short and a little blunt. She wonders if this concern is the result of having a different heritage.

Case Study Questions

1. Are Marias’s concerns about the varying formats justified? Explain. Is there one correct format?

2. If there is more than one correct format, how do you determine which one to use?

3. Are the same steps used in planning all types of letters?

4. How are letters with a neutral or positive message alike? How do they differ?

5. Why does Maria consider some of the letters with a negative message a little short and somewhat blunt or tactless?

6. Should a writer consider culture or nationality when writing his or her letters? If so, why?

Selecting Order and Formatting Your Letters

Letter Parts

Business Letter Formats

Business Letter Formats

Business Letter Formats

Business Envelopes

Lets go back to questions 1 and 2 of the case study.

1. Are Marias’s concerns about the varying formats justified? Explain. Is there one correct format?

2. If there is more than one correct format, how do you determine which one to use?

Organizing Letters with Neutral or Positive Messages

Writing Letters with Neutral or Positive Messages

Examples of letters that contain a positive message

Lets go back to questions 3 and 4 of the case study.

3. Are the same steps used in planning all types of letters?

4. How are letters with a neutral or positive message alike? How do they differ?

Writing Letters With a Negative Message

Organizing Letters with Negative Messages

Writing Letters with Negative Messages

• Bad Waiter

Lets go back to questions 5 and 6 of the case study.

5. Why does Maria consider some of the letters with a negative message a little short and somewhat blunt or tactless?

6. Should a writer consider culture or nationality when writing his or her letters? If so, why?

Case Summary

If Maria had a better understanding of letter writing and the formats used when writing letters, she would probably be more comfortable with her job. She would understand that letters will vary in length because of purpose and will vary in appearance because of format.

In a world that is becoming more and more globalized, the impact of nationality or heritage on communications becomes increasingly important. For example, Maria feels that some of the letters that white Americans are writing are abrupt or short. In the Mexico culture, letters are generally longer—especially letters that contain a negative message. Remembering to adjust your message for your receiver is extremely important when communicating with a person of a different heritage.

Setting Up Shop: Case Study

• Page 233 of Textbook

• Must be typed in Times Roman Numeral Font.

• Complete Sentences!

• Don’t start a sentence with yes, no or maybe.