Business and Technical Correspondence (115-167)

Business and Technical Correspondence (115-167)

Introduction:
-The introduction of the email into correspondence has caused some to because too casual and sloppy.
-No established etiquette for electronic correspondence.
-Saying “no” always presents issues.

Making Your Correspondence Get Results:
-Write for not to; point out benefits to consumer.
-Show readers it will be worthwhile.
-Personalize letter; pronouns are powerful. Make letters like good conversation.
-Use you and yours, and only use I or me sparingly.
-Tone varies from one situation to another (sales promotion letter to service type of organization to law firm).
-Try to be positive and personal (examples 124).
-Write more like you talk, which is direct and to the point. Not exactly the way you speak but bridge the gap (examples 125).
-Can use contractions.

“I Have Some Bad News for You”
-Letters/memos with bad news are the worst to write.
-Empathize with others; view the standpoint of the asker. There are no foolish requests.
-Bad news is best delivered face to face.
-Indirect Bad News message- Thanks, because, sorry, thanks.
-Direct Bad News message- thanks sorry because thanks. No nonsense, does not try to bury bad news.

How to Write Better Memos:
-Purpose is to inform of problem/situation, nailing down responsibility for action and deadline, and establishing a file record of decisions, agreements, and policies.
-Organization facts, meaning, what do we do now.
-Summary at the beginning because it gets the readers undivided attention.
-Good is clear, brief, relevant.
-Add personal touch and diplomacy.
-Format of Memo- To and From lines, Subject, Distribution, Text, Paragraphs, Line Spacing, Underlines and Capitals, Numbers of Pages, Figures and Table.

How to Use Bottom-Line Writing in Corporate Communication
-“Be Brief” is not solution. The problem is the lack of efficiency in the organizational pattern (often put purpose last).
-Length measured not by words but by length of time it takes a reader to comprehend it.
-Managers spend 60 percent of their time reading and writing. Professionals spend 50.
-Messages cost money.
-Organizational patterns can become inefficient due to: social upbringing (learn to beat around the bush), educational programming (one paragraph answer is bad), and indoctrination into anxiety (not look lazy, have to write to superiors).
-Solution is to deprogram self from upbringing, organize messages in a way that is fast and easy to understand, develop self confidence (attitude).

Email: Presenting a Professional Image
-Use active language, clear language, and avoid inflated language.
-Be cautious with abbreviations and avoid colloquialisms (head honcho, Wild West).
-Cut out the clutter, and avoid unnecessary repetition.
-Use specific, non-vague language.
-Follow grammar and punctuation rules (pgs 153-165).