1. EFFECTIVE APPEARANCE OF BUSINESS MESSAGES Chapter 8
2. GROUP MEMBERS
Abner Gonzales
Patricia Ross
Abil Castaneda
Hsin-Ju (Wendy) Lai
Ladimar Villa
Hui-Pei Lin
Chantel Hill
3. OUTLINE OF CONTENT
Introduction
Business Letters
Stationery, Letterheads and Envelopes, Parts of a letter, and
Letter Formats
Memorandums
Other Business Message Formats
Minutes of Meetings, News Releases, Postal Cards and Reply
Cards, Office Notes and Message Forms
Review
4. INTRODUCTION
Abil Castaneda
5.
Words are the primary tools for forming business messages
Communication also occurs without words (non-verbal)
Non-verbal communicators- FORMAT and APPEARANCE
The guides in this presentation are a part of business writing
PROTOCOL
Protocol- societal system of appropriate behaviors in
business.
Applies to business writing also.
6. BUSINESS LETTERS
Hui Pei Lin, Chantel Hill, Ladimar Villa, Wendy Lai
7. BUSINESS LETTER
The appearance of a letter is a powerful nonverbal
stimulus
All the below contribute to the readers first impression of the
writer of the letter and the business:
Stationery quality and size
Letterhead and envelope design
Letter format
8. STATIONERY
Un-ruled, firm-texture paper is customary for business
correspondence (communication by letter).
The weight of paper affects transparency and durability
20 or 24 pound paper is commonly used in business
stationery.
Standard paper size- 8.5x11 inches
Some use 8.5x5 inches for short messages
9. STATIONERY, CONT
Colors of the stationery can complement the image that the firm
wishes to establish
White popular and conservative color, traditionally used
Red or green to project an image of vigor or to attract
attention
Pastel suggest warmth or refinement
10. STATIONERY, CONT
Use of familiar format of stationery - 8.5x11 inches, 24-pound
paper, white paper, the absence of distracting stimuli moves the
reader quickly and comfortably into the written message
Use of unfamiliar format of stationery- readers will likely
react to those touch-see stimuli before reading the message --
reaction may be positive or negative, can influence the response to
the verbal message.
11. LETTERHEADS AND ENVELOPES
Printed stationery is called Letterhead
It customarily shows the name, address, and telephone number of
the senders firm at the top of the page.
Can also be at the side or bottom of the page.
Additional features may be:
firms trademarks or logotype
slogan or motto
cable, fax or Telex II address
branch addresses, often telephone number
12. LETTERHEADS AND ENVELOPES, CONT
A Business envelope is a vital part of the communication
process, should match the letterhead stationery in:
Size, quality, texture, design, and color
It is more than just a container for a letter- it can show
carelessness, inaccurate addressing, inefficiency, etc.
A rating guide will help one evaluate a letterheads
effectiveness:
1. Are data correct?
2. Are items clear? legible? Pleasantly arranged?
3. If a trademark or logotype appears, is it attractive? Is it
relevant to the firms purpose?
4. Are addresses complete, including postal codes?
5. Are telephone numbers completed, including area codes?
6. If colors are use, do they enhance legibility and visual
appeal?
13. LETTER FORMATS
A proper format enhances a business letter
Use of picture-frame guide ensures that the letter will be
presented in a visually appealing format
Picture-Frame Guide
The picture-frame guide applies to stationery
of standard or of unusual shape and design.
How to use the Picture-Frame Guide:
Position the message so that the margins frame it evenly
Use side and bottom margins in the same width so that the
message, under its letterhead, resembles a picture placed in an
attractive frame.
14. PARTS OF THE LETTER
The parts of the letter are: heading, letter address, greeting,
body, complimentary close, signature, and reference initials.
They contribute to the writers information exchange and
goodwill goals.
15. HEADING
Shows the place and date of origin.
The writers complete mailing address and date are typed 10-13
lines from the top of the paper. (Without letterhead)
The date is commonly written as month, date and year. Eg. June
5, 20
Avoid using format (6/5/08) because of too much
misinterpretation.
16. LETTER ADDRESS
The letter address includes the receivers name, title, company
unit (if used), the name of the receivers company, street address,
city, state, postal code and include country of destination
(international bound).
All lines are blocked at the left margin, starting four lines
below the date.
17. THE GREETING
The greeting begins the letter and is typed at the left margin,
a doubled space below the last line of the letter address.
Addressee: greeting:
Mr. A. B. Ross Dear Mr. Ross
Mrs. A. B. Ross Dear Mrs. Ross
Miss A. B. Ross Dear Ms. Ross
Ms. A. B. Ross Dear Ms. A.B Ross
A. B. Ross Dear A.B Ross
A. B. Ross, M.D. Dear Dr. Ross
Note* When you do not know the persons gender use a
gender-neutral greeting. Always ensure equity and respect of others
preferences about their name and titles.
18. OTHER GREETING EXAMPLES:
Mr. H. G. Smith and Ms. A. B. Ross
Ms. Ann Ross and Mr. Harry Smith
Dear Mr. Smith and Ms. Ross
Dear Ms. Ross and Mr. Smith
Dear Ann and Harry
Ladies and Gentlemen business setting
Ladies or Mesdames (if an all-female enterprise)
Gentlemen (if an all-male enterprise)
Dear Personnel Manager
Informal tone examples- Good morning, or Hello.
Note** In the simplified block letter format the Greeting is
omitted.
19. BODY
The body contains the primary message and starts a double space
below the greeting.
The lines are singled spaced with double spaces between
paragraphs.
In block letter style the body is started a double space below
the subject line.
20. COMPLIMENTARY CLOSE
The complimentary close is placed a double space below the last
line of the body.
Examples:
Yours truly, Yours very truly, and Very truly yours, are
considered formal closing.
Sincerely, Sincerely yours, and Yours Sincerely, are most
commonly used in U.S business Correspondence.
Cordially, Cordially yours, and Your Very Cordially, are also
used, especially when the letter tone is personal or friendly.
Note**- Must word our complimentary close to match the
prevailing tone of our message.
21. SIGNATURE
The signature line may consist only of the name of the writer
keyed on the forth line below the complimentary close or may also
include the writers official title. The title may follow the typed
name and a comma or it may be keyed on the next line space, blocked
with the name and the complimentary close.
22. REFERENCE INITIALS
The initials of the typist or transcribers, reference initial,
are keyed in lowercase at the left margin.
Two lines below the keyed signature or senders title.
Punctuation styles:
Personal Style: Both greeting and complimentary close ends with
a comma.
Business Letters : either of two punctuation styles is used for
the greeting or the complimentary close.
Punctuation styles for business letter:
Open style: omit punctuation after both greeting and the
complimentary close.
Mixed style: places a colon after the greeting and comma after
the complimentary close
23.
24. LETTER FORMATS
3 types of letter formats are: -
Block format
Modified Block format
Simplified Block format
25. BLOCK FORMAT
Block format is the simplest format out of the three types of
letter formats.
Every line in the letter begins at the left margin.
It tends nonverbally to suggest efficiency.
It projects a crisp, neat and orderly manner.
E.g. Persuasive and Complaint letters and thank you letter to a
company.
26.
27. MODIFIED BLOCK FORMAT
Modified Block format is popular and moderately
conservative.
It is commonly used for personal business letters.
Paragraphs may or may not be indented and the positions of the
date, complimentary close and signature lock provide visual
balance.
It projects a more traditional image than the other two types
of letter formats.
E.g. Application letters.
28.
29. SIMPLIFIED BLOCK FORMAT
Simplified Block format has grown in popularity during the past
decade.
Most lines begin at the left margin and the greeting and
complimentary close are omitted.
It is well received by efficiency conscious business writers
and who practices new business communication.
E.g. Friendly letter and thank you
letter to a friend.
30.
31. MEMORANDUMS
Abner Gonzales
32. MEMORANDUMS
Also called memoranda or memos.
Use primarily for internal rather than external
communication.
Memos are typed or handwritten on printed letterhead, printed
memo forms, or plain paper.
Efficient firms use one standardized memo format.
A memo should be written so that the corethought can easily be
extracted.
A meaningful, concise SUBJECT line is helpful to preview the
message and faster interpretation of message.
Encourage use: numbered items, columns, lists.
Two memo formats are standard (formal),and simplified
(informal).
33. FIVE FEATURES OF MEMOS
Have courtesy titles (Mr., Ms., etc.)for sender and receiver
are usually omitted, but job tiles or department designation are
sometimes used.
Does not contain letter address, greetings, complimentary,
close, or signature block. The writer can personalize a memo by
using the receivers name.
Standard memos have 4 parts-(TO, FROM, DATE, SUBJECT)
Subject can be corethought or file reference.
Simplified memos on the other hand omit these 4 parts and the
senders name is at the end of the message in a signature
block.
Picture-frame guide is rarely used, but 1 inch top and side
margins are used along with double space below the heading,
paragraphs are blocked and single spaced with a double space
between.
34. STANDARD FORMAT
35. SIMPLIFIED MEMO FORMAT
36. SOME POSSIBLE POLICIES IN MEMO WRITING
Some firms require originator to initial or sign all
memos;
In some firms the writers initial or signature adds a
non-verbal message
If it is a routine message there is no need for signature or
initialing
The moderately important ones are initialed
Those of great importance are signed
Business people place initials or signature next to their name
in the FROM space of the memo heading.
But advised to sign or initial at the end of the message
37. MINUTES OF MEETINGS & NEWS RELEASES
Abil Castaneda
38. MINUTES OF MEETINGS
These are written records of meetings or conference
They usually include:
Identification of the group that met;
Classification of the meeting;
Location, Date, and Time of meeting;
Identification of the people in attendance and presiding
officers;
Identification of absentees and reason for absence;
Reference to minutes of previous meeting (except 1 st );
Reports of actions on matters previously presented to the group
(old business);
39.
Reports of action on matters currently presented to the group
(new business);
Notation of when meeting end and date, time and place of next
meeting;
Identification of the person responsible for preparing the
minutes.
40. COMPONENTS OF MINUTES
The Recorder- person who records the minutes.
Their job is to record and report the business of the
minute.
The recorder should not emotionalize the minutes.
No brilliant, superb, or similar terms.
Should include ONLY objective data and actions.
E.g. cannot put Splendid work in the minutes if it is
said.
Only added unless it is authorized by the chairperson or
his/her equivalent.
The group can also pass an official resolution of thanks.
41.
Minutes can include a complimentary close, such as Respectfully
submitted
Minutes are then signed by duly authorized officer (s)
Two formats of minutes:
Report-Style
Indented
Both styles should:
Help the reader to perceive corethoughts easily and
accurately;
Permit the reader to make notes or corrections for a later
meeting.
42. REPORT-STYLE FORMAT
43. INDENTED FORMAT
44. NEW RELEASES
This is intended for mass-media transmissions by radio/TV
broadcasts, newspaper stories, and magazine articles.
Effective news releases include:
Identify the Sender
Indicate when the message should be published
State the corethought as a journalist headline
Cite the information source (when applicable)
Answer: Who? What? When? Why? Where? How?
45.
The body of the news release is organized in an Inverted
pyramid form
This journalistic form:
Answers the basic questions first;
Supporting details of the answers comes later.
News releases are double-spaced, at times with additional
spacing between paragraphs
46.
47. POSTAL CARDS, REPLY CARDS, OFFICE NOTES AND MESSAGE FORMS
Patricia Ross
48. POSTAL CARDS AND REPLY CARDS
They save the cost and time of folding, sealing, and stamping a
message; and, for postal cards, the mailing charge is less that of
a letter sent first class.
Common Sizes- 5x7 or 4x6
The heading and address appear on the greeting side of the
postal card.
The senders address should appear on the stamped side of the
card.
Reply Cards are inexpensive tools to get information from
current or prospective customers.
49. REPLY CARD RATING GUIDES
1. Does the card contain clear, simple instructions?
2. Does the reply require a minimum of effort by the
respondent?
3. Are the response spaces large enough for the requested
formation?
4. Is the requested information neutral and impersonal?
5. Does the card contain return postage?
50. POST CARDS
51. REPLY CARDS
52. OFFICE NOTES AND MESSAGE FORMS
Least formal kind of written business message, it requires no
permanent record.
Office notes are informal but essential in the life of the
business.
Readers use them for decisions and actions
The note must be clear, complete and accurate
Interoffice notes answer questions about administrative
functions or request goods and services
Effectiveness judges on: accuracy, clarity, coherence, and
conciseness.
53.
Choose your words carefully , select concrete terms instead of
vague expression.
Use jargon or special vocabulary only if reader is likely to
understand
Make sure to write legibly and align the fill-in-data as much
as possible for easy reading.
54. INTEROFFICE MESSAGE FORM
55. REVIEW
Written communication in Business is important for both
external and internal users;
Both verbal and non-verbal (appearance) messages are important
to convey the message
Business Letters have a heading, address, salutation, body,
complimentary close, and signature.
Three formats- Simplified Block, Block, and Modified Block
Other important essentials in business communication is the use
of memorandums, news releases, minutes of meetings, postal cards,
informal messages, message forms, and reply cards.
Many business have set standards on how each of these are to be
written by their employees.