Best Practices for Effective Written Correspondence
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Transcript of Best Practices for Effective Written Correspondence
Effective Written Effective Written CorrespondenceCorrespondence
For Technical & Business Writers• Creating Results-Oriented Letters, Memos & Emails
Writing ProcessWriting Process
PreparingPreparing
brainstormbrainstorm
researchresearch
assess audienceassess audience
define purposedefine purpose
DraftingDrafting
RevisingRevisingre-read forre-read for
–contentcontent–stylestyle–structurestructure– formatformat
Choosing Technical LevelChoosing Technical Level
High - expert, professional peerHigh - expert, professional peer Semi - counterpart in different Semi - counterpart in different
departmentdepartment Non - layperson Non - layperson
Level of Technical Level of Technical ExpertiseExpertise
EqualEqual -- specialized specialized
languagelanguage LessLess -- avoid jargonavoid jargon RequestedRequested -- avoid long introsavoid long intros
Decision- Decision- -- offer clear recsoffer clear recs MakerMaker
Political, Ethical, Legal Political, Ethical, Legal ConsiderationsConsiderations
Predisposition of Predisposition of AudienceAudience
Previous Previous CommunicationCommunication
Exaggeration, Exaggeration, Understatement or Understatement or False PromisesFalse Promises
Elements of StyleElements of Style
ConciseConcise
OrganizedOrganized
NaturalNatural
Appropriately FriendlyAppropriately Friendly
Is it natural…Is it natural…Or is it something else?Or is it something else?
““It is imperative that It is imperative that managerial managerial facilitation pertaining facilitation pertaining to orientation of new to orientation of new employees be employees be undertaken at all undertaken at all levels of authority…levels of authority…blah blah blah….”blah blah blah….”
Something else...Something else...
““Your presentation stunk. I told you Your presentation stunk. I told you NOT to use slides. Didn’t you NOT to use slides. Didn’t you attend my training sessions on attend my training sessions on public speaking??? Obviously, you public speaking??? Obviously, you weren’t paying attention!”weren’t paying attention!”
Standard Parts of a LetterStandard Parts of a Letter
HeadingHeading
Inside Inside AddressAddress
SalutationSalutation
Letter TextLetter Text
Complimentary CloseComplimentary Close
SignatureSignature
Identifying initialsIdentifying initials Enclosure notation Enclosure notation Copy notationCopy notation
Structure of Business Structure of Business LettersLetters
IntroductionIntroduction -- Identify yourself Identify yourself and and purpose purpose
Body Body -- Details/backgroundDetails/background
ConclusionConclusion -- Sum up/encourage Sum up/encourage action action
Letters - OpeningsLetters - Openings
Avoid “ing” openers (Referring…)Avoid “ing” openers (Referring…)
Avoid phrases that end with prepsAvoid phrases that end with preps
(With reference to…)(With reference to…)
Avoid redundancy/announcing (I Avoid redundancy/announcing (I
am writing to inform you… The am writing to inform you… The purpose of this letter…)purpose of this letter…)
PreparingPreparing
BrainstormingBrainstorming
ResearchingResearching
Assessing AudienceAssessing Audience
Defining PurposeDefining Purpose
OrganizingOrganizing
FormattingFormatting
Sequencing InfoSequencing Info
OutliningOutlining
Create a PatternCreate a Pattern
Time Pattern - problem descriptions, brief Time Pattern - problem descriptions, brief histories, informational summaries histories, informational summaries
with with recommendations or forecastsrecommendations or forecasts
• Discuss what has occurredDiscuss what has occurred• Discuss current situationDiscuss current situation• Discuss futureDiscuss future
Letter - Space PatternLetter - Space Pattern
Use for orientations Use for orientations or informational or informational descriptionsdescriptions
• issue at a distanceissue at a distance
• issue nearer issue nearer
• issue at handissue at hand
Letter - Changing Letter - Changing Perspective PatternPerspective Pattern
Explanations, analyses, Explanations, analyses, evaluations, personal evaluations, personal disclosures, disclosures, adjustmentsadjustments
Explain former positionExplain former position Describe crucial event Describe crucial event
of insightof insight Assess current viewAssess current view
Letter - Causal PatternLetter - Causal Pattern
Personnel evaluations, Personnel evaluations, problem analyses, problem analyses, sales/marketing sales/marketing assessments, trouble assessments, trouble reportsreports• Discuss surface Discuss surface
symptomssymptoms• Describe immediate Describe immediate
causescauses• Examine deeper Examine deeper
causescauses
Letter - Proportional Letter - Proportional PatternPattern
Meeting/discussion Meeting/discussion summaries, market summaries, market descriptions/analyses, descriptions/analyses, personnel/attitudinal personnel/attitudinal evaluationsevaluations
• Review majority viewReview majority view• State opinion of State opinion of
smaller groupsmaller group• Discuss even smaller Discuss even smaller
minorityminority
Writing Effective MemosWriting Effective Memos
Usually an internal documentUsually an internal document
Client Memo - team perspective Client Memo - team perspective Consistent with company specsConsistent with company specs Less formal than letterLess formal than letter One message to several partiesOne message to several parties Generally informal/less time to writeGenerally informal/less time to write Provides written record of messageProvides written record of message
Language for Language for CorrespondenceCorrespondence
Simple, directSimple, direct• ““This serves as This serves as
notification of our notification of our agreement, as agreement, as per…..”per…..”
• Say, instead: Say, instead: “Beginning on May 9, “Beginning on May 9, all orders will meet all orders will meet specifications….”specifications….”
Avoid trite phrasesAvoid trite phrases
• attached please find…attached please find…
• in reference to….in reference to….
• each and every one of each and every one of you….you….
• Say, instead:Say, instead:
– attachedattached
– regardingregarding
– each of youeach of you
You Attitude - Reader You Attitude - Reader AwareAware
I or WeI or We• I appreciate your I appreciate your
hard workhard work
• We need your crew We need your crew to follow proceduresto follow procedures
• Our department is Our department is backlogged so your backlogged so your order is delayed...order is delayed...
You-AttitudeYou-Attitude• Your hard word on the Your hard word on the
manual was valuablemanual was valuable
• Your crew will benefit Your crew will benefit from the new from the new proceduresprocedures
• Your order will be Your order will be shipped on May 1….shipped on May 1….
Memo - Format and PartsMemo - Format and Parts
Follow co. specsFollow co. specs
Include all Include all names/titlesnames/titles
Omit courtesy Omit courtesy titlestitles
Address large grpsAddress large grps
Clear/limiting Clear/limiting subject linesubject line
Initial name on Initial name on FromFrom line line
Memo - StructureMemo - Structure
IntroductionIntroduction - - First paragraphFirst paragraph
Orient reader - how much background?Orient reader - how much background?
State purpose State purpose without without announcing announcing
Summarize key pointSummarize key point
Memo - Succeeding Memo - Succeeding ParagraphsParagraphs
Easy to read at a glanceEasy to read at a glance Focused on one issueFocused on one issue Logically organizedLogically organized Reader-friendlyReader-friendly
Include facts/details needed for reader toInclude facts/details needed for reader to
make informed decisionmake informed decision
Break into manageable partsBreak into manageable parts
Use headings, bullets, numbers as neededUse headings, bullets, numbers as needed
Memo - ConclusionMemo - Conclusion
Let reader know Let reader know exactlyexactly what he or what he or she is required to do she is required to do as follow-upas follow-up
Include specific info to Include specific info to help reader complyhelp reader comply
Memo - Good News/Bad Memo - Good News/Bad NewsNews
Good or Neutral NewsGood or Neutral News
• Direct openingDirect opening• ExplanationExplanation• Sales Appeal (if Sales Appeal (if
appropriateappropriate• Friendly closeFriendly close
Bad NewsBad News
• Opening BufferOpening Buffer• Logical ExplanationLogical Explanation• NewsNews• Constructive follow-Constructive follow-
upup• Friendly CloseFriendly Close
Effective E-Mail MessagesEffective E-Mail Messages
Try to keep message Try to keep message to one screen-fullto one screen-full
Copy only readers Copy only readers with a need to knowwith a need to know
Headline message Headline message with clear subject linewith clear subject line
Use paragraph Use paragraph divisions, bullets, divisions, bullets, indentation, headingsindentation, headings
Make clear what you Make clear what you want reader to dowant reader to do
Manage your image Manage your image as a communicatoras a communicator