©2005 Pearson Education Canada Inc Business Communication EssentialsChapter 6 - 1 Working with...

©2005 Pearson Education Canada Inc

Business Communication Essentials Chapter 6 - 1

Working with Working with Letters, Memos, Letters, Memos,

and E-Mail and E-Mail MessagesMessages



From The Real WorldFrom The Real World

Considering that most people

don’t read much of what is

written, you must be brief and

direct.Colin Ferguson, Partner

Ferguson Walker Marketing Communications



Sending Letters, Memos, and E-Mail

AudienceAudience

ReadabilityReadability

FormatFormat

StrategyStrategy



InternalInternalCommunicationCommunication

ExternalExternalCommunicationCommunication

Understand theUnderstand theOrganization’s MissionOrganization’s Mission

Understand theUnderstand theOrganization’s MissionOrganization’s Mission

Identify PotentialIdentify PotentialProblemsProblems

Identify PotentialIdentify PotentialProblemsProblems

React to ChangesReact to ChangesReact to ChangesReact to Changes

Cultivate Cultivate an Impressionan Impression

Cultivate Cultivate an Impressionan Impression

Respond to CrisesRespond to CrisesRespond to CrisesRespond to Crises

Gather InformationGather InformationGather InformationGather Information



Format DifferencesFormat DifferencesFormat DifferencesFormat Differences

More Formal Less Formal

Letters Memos E-mail

External Messages Internal Messages



Format for Business-LettersFormat for Business-LettersLetterhead Letterhead StationeryStationery XXXXXXXXXXXXXXXXXXX

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DateDateInside Inside

AddressAddressSalutationSalutation

The The MessageMessage

Complimentary Complimentary CloseCloseSignature Signature

BlockBlock



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Format for MemosFormat for Memos

Memo Memo TitleTitle

HeadingsHeadings

The The MessageMessage



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Format for E-MailFormat for E-Mail

Headings

Salutation

The Message

Complimentary Complimentary CloseClose

Signature Block



Improving ReadabilityImproving Readabilityin Short Messagesin Short Messages

Vary LengthVary Lengthof Sentencesof SentencesVary LengthVary Lengthof Sentencesof Sentences

ShortenShortenParagraphsParagraphs

ShortenShortenParagraphsParagraphs



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



Headings and Headings and SubheadingsSubheadings

OrganizationOrganizationOrganizationOrganization

ConnectionConnectionConnectionConnection

AttentionAttentionAttentionAttentionDescriptive Descriptive HeadingsHeadings

InformativeInformativeHeadingsHeadings



Subject LinesSubject Lines

Easy-To-FollowEasy-To-FollowMessagesMessages

PersonalizedPersonalizedMessagesMessages

E-Mail ReadabilityE-Mail Readability



E-Mail EtiquetteE-Mail Etiquette

Practice Courtesy

Send Brief E-mail

Compose Carefully



Practice CourtesyPractice Courtesy

Compose OfflineCompose Offline

Know the AudienceKnow the Audience

Clarify Time ZonesClarify Time Zones

Avoid FlamingAvoid Flaming

Limit MessagesLimit Messages

Respect CulturesRespect Cultures

Observe SchedulesObserve Schedules

Prioritize E-mail Prioritize E-mail



Send Brief E-MailSend Brief E-Mail

Narrow Scope

Short Messages

Concise Sentences



Compose CarefullyCompose Carefully

• Reply with care

• Understand “cc”

and “bcc” fields

• Slow down

• Reread and edit



Categories of MessagesCategories of Messages

The MessageThe MessageThe MessageThe Message

OpeningOpeningOpeningOpening

BodyBodyBodyBody

ClosingClosingClosingClosing

Routine, Good-News, GoodwillRoutine, Good-News, Goodwill

Bad-NewsBad-News PersuasivePersuasive



Real World Real World ApplicationsApplicationsReal World Real World

ApplicationsApplications

Is it ever okay to use an indirect approach when writing an e-mail? How can you put off the bad news when you have to state your purpose in the subject line?

Let’s discuss!





Does it matter whether you personalize your e-mail messages?

Let’s discuss!





Why do you think good internal communication improves employee attitudes and performance?

Let’s discuss!





What do you think is important about matching the formality of your message to the formality of the situation and audience expectations?

Let’s discuss!

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