McGraw-Hill/Irwin Copyright © 2004, The McGraw-Hill Companies ...
Chapter M McGraw-Hill/Irwin Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights...
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Transcript of Chapter M McGraw-Hill/Irwin Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights...
chapterM
McGraw-Hill/Irwin Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
Understanding the Writing Process and the Main Forms of Business Messages
Understanding the Writing Process and the Main Forms of Business Messages
two
“As people move up, they write more critical documents.”
2-2
Overview
• The Writing Process• The Main Types of Business Messages– Letters– Memorandums– Email – Text messaging– Instant messaging
2-3
The Writing Process:The Three Main Stages
Planning• Gathering and
collecting information
• Analyzing and organizing the information
• Choosing a form, channel, and format
Drafting•Avoid perfectionism
•Keep going•Use any other strategies that you find helpful
Revising•Revision
•Editing•Proofreading
2-4
The Writing Process:Planning Activities
• Gathering and collecting information• Analyzing and organizing the information• Choosing a form, channel, and format
2-5
The Writing Process:Planning the Form
• Avoid a daunting-looking document• Use formatting devices to enhance readability
and comprehension, such as . . .– White space– Headings– Typographical emphasis (boldface, etc.)– Bulleted lists– Diagrams and pictures
2-6
The Writing Process:Drafting Tips
• Avoid perfectionism (“satisfice”)• Keep going• Use any other strategies that you find helpful
2-8
Letters
• The oldest form of business messages• Usually for external readers• Usually relatively formal• Has standardized components/forms
2-9
Memorandums (Memos)
• Usually for internal communication• Fast being replaced by email• Typically have a distinctive form:– Date, To, From Subject– Sometimes Department, Territory, Store Number,
Copies to
2-10
Techniques for Writing Memos• Make short, simple memos informal, like
short, simple email messages.• For longer, more formal messages, follow the
advice in Chapters 5-7.• Remember that you can use memo format for
reports as well (especially the shorter forms).• Write them in direct order unless they are on
sensitive topics.
2-11
Email: AdvantagesEliminates telephone tag
Saves time
Speeds up decision making
Cheap
Provides a written record
2-12
Email: Disadvantages
Not confidential
No authoritative signature
Doesn’t show emotion
May be ignored
2-13
Structure of Email (1 of 3)
• Standardized elements– To– Cc– Bcc– Subject– Attachments– Message
2-14
Structure of Email (2 of 3)
• The beginning– Name of recipient (first name if acquainted)– Generic greeting sometimes used (“Greetings”)– Letter salutations rarely used– Purpose, company sometimes useful
2-15
Structure of Email (3 of 3)
• Message organization– As a general rule, most important information
first, with the rest in descending order.– More complex messages organized by the plans to
be studied.– Can resemble business reports.
2-16
Five Traits of Effective Email
• Uses the appropriate level of formality• Is concise• Is clear• Is courteous• Is correct
2-17
Formality of Email Writing
•Highly formal toHighly informal
Range
•Casual•Informal•Formal
Writing Style
2-18
Three Levels of Formality in Email
• Casual– Example: “Hi ole buddy! Read your super
proposal. IMHO, it’s in the bank.”• Informal: – Example: “I’ve read your excellent proposal. I
predict the administrators will approve it.”• Formal: – “The proposal is excellent. The executives are
likely to approve it.”
2-19
Conciseness in Email
• Make the sentences short—only the essentials.
• Use words economically.• Paraphrase previous messages concisely.• Quote selectively.
2-20
Clarity in Email
• Clarity begins with your subject line.• To write a clear message, use the techniques
discussed in Chapter 4.
2-21
Courtesy in Email
• Even amongst colleagues, courtesy is appreciated.
• Avoid “flaming” (anger displays).• Avoid sending spam (unwanted messages
that clutter people’s in-boxes)• Practice the you-viewpoint (as discussed in
Chapter 4).
2-22
Correctness in Email
• Email’s fast pace often leads to incorrect writing.• Errors in writing distract the reader’s attention.• Error-filled writing reflects poorly on you and
your company.
2-23
Closing the Email Message
• Usually just the writer's name is sufficient.• In more formal messages, closing statement
may be appropriate (“Thanks,” “Regards”).• Traditional letter closes (“Sincerely”)
sometimes used in formal messages.
2-24
Using Shortcuts in Email
• Some standard shortcuts have developed (for example, BTW, FYI, FAQ, ASAP).
• Use them with caution.– Be sure their informality is appropriate for the
situation.– Be sure your reader will understand them.
2-25
Text Messaging
• A recent form of business communication• Began as short message services (SMS) by
mobile phone users• Most carriers have websites where users can
send text messages.• Typically limited to 160 characters.
2-26
Text Messaging Tips
• Plan carefully to keep the needed response as short as possible.
• Cover all critical information.• Keep it short.• Strive for clarity; be sure abbreviations (b4,
plz, gr8) will be understood.
2-27
Instant Messaging
• Growing in popularity• Like a typed phone conversation• Needs to be adapted to the audience• May be monitored