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

Working with Working with Letters,Letters,

Memos, and E-Mail Memos, and E-Mail MessagesMessages

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

Sending Letters,Sending Letters,Memos, and E-MailMemos, and E-Mail

• Audience

• Format

• Readability

• Strategy

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

CommunicationCommunication

• Internal– Understand the organization’s mission– Identify potential problems– React to changes

• External– Cultivate an impression– Respond to crises– Gather information

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

Format DifferencesFormat Differences

• Audience– Internal– External

• Types of messages– Letters–Memos– E-mail

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 5

Format for Business Format for Business LettersLetters

• Letterhead stationery

• Date

• Inside address

• Salutation

• The message

• Complimentary close

• Signature block

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

Format for MemosFormat for Memos

• Memo title

• Headings

• The message

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

Format for E-MailFormat for E-Mail

• Headings

• Salutation

• The message

• Complimentary close

• Signature block

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

Improving ReadabilityImproving Readabilityin Short Messagesin Short Messages

• Vary length of sentences

• Shorten paragraphs

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 9

Using Lists and BulletsUsing Lists and Bullets

• Sequence your ideasSequence your ideas

• Boost visual impactBoost visual impact

• Highlight key pointsHighlight key points

• Simplify complex subjectsSimplify complex subjects

• Help readers skim the textHelp readers skim the text

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

Headings and Sub-Headings and Sub-HeadingsHeadings

• Types of headings– Informative– Descriptive

• Functions of headings– Organization– Attention– Connection

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 11

E-Mail ReadabilityE-Mail Readability

• Subject lines

• Easy-to-follow messages

• Personalized messages

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

E-Mail EtiquetteE-Mail Etiquette

• Practice courtesy

• Send brief e-mail

• Compose carefully

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 13

Practice CourtesyPractice Courtesy

• Compose offline• Know the audience• Clarify time zones• Avoid flaming

• Limit messages• Respect cultures• Observe schedules• Prioritize e-mail

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

Send Brief E-MailSend Brief E-Mail

• Narrow scope

• Short messages

• Concise statements

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

Compose CarefullyCompose Carefully

• Reply with care

• Understand “cc” and “bcc” fields

• Slow down

• Reread and edit

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

Categories of MessagesCategories of Messages

• Routine, good-news, goodwill

• Bad-news

• Persuasive