Technical Communication A Practical Approach Chapter 6: Correspondence William Sanborn Pfeiffer Kaye...

Technical CommunicationA Practical ApproachChapter 6: Correspondence

William Sanborn Pfeiffer

Kaye Adkins

Technical Communication: A Practical Approach, Eighth EditionW. S. Pfeiffer and K. Adkins

Copyright © 2013, 2010, 2006 Pearson Education, Inc., All Rights Reserved.2

Correspondence

General Guidelines for Correspondence Types of Messages in Correspondence Letters Memos E-mail Memos versus E-mail



General Guidelines for Correspondence

Know Your Purpose Know Your Readers Follow Correct Format Follow the ABC Format for All

Correspondence Use the 3Cs Strategy for Persuasive

Messages



General Guidelines for Correspondence

Stress the “You” Attitude Use Attachments for Details Be Diplomatic Edit Carefully Respond Quickly



Correspondence

Types of Messages in Correspondence Positive messages Negative messages Neutral messages Persuasive messages



Types of Messages in Correspondence

Positive Messages State good news immediately Follow ABC format

Abstract Bridge between this letter and last communication with

person Clear statement of good news




Positive Messages Follow ABC format

Body Supporting data for main point mentioned in abstract Clarification of any questions reader may have Qualification, if any, of good news




Positive Messages Follow ABC format

Conclusion Statement of eagerness to continue relationship or

complete project Clear statement, if appropriate, of what step should come

next




Negative Messages Buffer the bad news, but still be clear Follow ABC format

Abstract Bridge between your letter and previous communication General statement of purpose or appreciation




Negative Messages Follow ABC format

Body Strong emphasis on what can be done Buffered yet clear statement of what cannot be done Facts that support your views




Negative Messages Follow ABC format

Conclusion Closing remarks that express interest in continued

association Statement, if appropriate, of what will happen next




Neutral Messages Be absolutely clear about your inquiry or

response Follow ABC format

Abstract Bridge or transition between letter and previous

communication, if any Precise purpose of letter




Neutral Messages Follow ABC format

Body Details that support the purpose statement Description of item requested Requirements related to invitation Description of item being sent




Neutral Messages Follow ABC format

Conclusion statement of appreciation description of actions that should occur next




Persuasive Messages Follow ABC format

Abstract Focus on how the information will help the reader

Body Clear explanation of steps to be taken Emphasis on benefit to the reader Reference to any attachments




Persuasive Messages Follow ABC format

Conclusion Statement of what will happen next Offer of further explanation or future contact



Letters

Letters are to your clients and vendors what memos are to your colleagues Professional tone Action oriented



Specific Guidelines for Memos

Memoranda Be clear, brief, and tactful Follow ABC format

Abstract Clear statement of memo’s purpose Outline of main parts of memo




Memoranda Follow ABC format

Body Supporting points, with strong points at beginning and/or

end Frequent use of short paragraphs or listed items Absolute clarity about how memo relates to reader Tactful presentation of any negative news Reference to attachments, when additional detail is

required




Memoranda Follow ABC format

Conclusion Clear statement of what step should occur next Another effort to retain goodwill and cooperation of

readers



E-Mail

Guidelines for E-Mail Appropriate Use and Style of E-Mail



E-Mail

Guidelines for E-mail Use style appropriate to the reader and subject Be sure your message indicates the context to

which it applies Choose the most appropriate method for

replying to a message Format your message carefully



E-Mail

Guidelines for E-Mail Chunk information for easy scanning Give readers a method to abstain from

receiving future notices Suppress the e-mail addresses of recipients When writing an important message, consider

composing on your word processor



E-Mail

Follow ABC Format Abstract

Casual, friendly greeting Short, clear statement of purpose List of main topics



E-Mail

Follow ABC Format Body

Supporting information for points mentioned in abstract

Use of short paragraphs Use of headings and lists Use abbreviations and jargon only when understood

by reader



E-Mail

Follow ABC Format Conclusion

Summary of main point Clarity about action that comes next



Appropriate Use and Style of E-Mail

E-Mail Is Not Private E-Mail Should Be Written Carefully E-Mail Style May Be Informal Don’t Send Too Quickly



Memoranda Versus E-Mail

Send a memo if The document is longer than can be viewed on a

computer screen The document includes special characters The document includes graphics The document will be posted in print form The document contains sensitive information

Technical Communication A Practical Approach Chapter 6: Correspondence William Sanborn Pfeiffer Kaye...

Documents

Transcript of Technical Communication A Practical Approach Chapter 6: Correspondence William Sanborn Pfeiffer Kaye...