Chapter 9 Written Communications Copyright © 2011, 2006 Mosby, Inc., an affiliate of Elsevier. All...

Chapter 9Chapter 9 Written Communications

Copyright © 2011, 2006 Mosby, Inc., an affiliate of Elsevier. All rights reserved.Copyright © 2011, 2006 Mosby, Inc., an affiliate of Elsevier. All rights reserved.


Writing StyleWriting StyleGood business and professional

writing should sound like a person talking to another person.


Writing Readability Writing Readability Your writing will be easier to

read if you1. Make individual sentences

and paragraphs easy to read2. Create a visually pleasant

document


Types of Written CommunicationsTypes of Written CommunicationsLetters to patients

Thank you for referralAcknowledgment for referring a new

patient to the office Should be personally signed

Letter of appreciationAt completion of difficult or

extended treatmentTo thank for maintaining

appointments or payment plan


Written Communications to PatientsWritten Communications to PatientsBirthday and holiday greeting

Cheerful and friendlyBirthday or holiday card can prompt

public relationsCongratulatory

Outstanding achievements Include how you learned about the eventCongratulations can also be sent for the

birth of a child, a wedding, or a graduation.


Written Communications to Patients Written Communications to Patients Sympathy message

Letter may be difficult to write.Sympathy card is appropriate.


Referral Written CommunicationsReferral Written CommunicationsReferral for consultation

Between the general practitioner and specialist or medical doctor

Referral for treatmentOrthodontistPediatric dentistPeriodontistOral surgeonProsthodontist


Stationery SuppliesStationery SuppliesSelect a good-quality bond paper for

the office letterhead.A color theme in stationery supplies

can set the tone for the office.An alternative to purchasing stationery

is to create a template in word processing―but be certain to use high-quality paper rather than standard bond for the letter.


Factors to Consider Factors to Consider in Written Communicationsin Written Communications

Use words that are accurate, appropriate, and familiar.

Use technical terminology sparingly.Use active verbs.Tighten your writing. Vary sentence length and sentence

structure.Use parallel structure.Put the reader in the sentences.


Characteristics Characteristics of an Effective Letterof an Effective Letter

CompletenessIncluding all necessary information

and dataConciseness

Elimination of repetitionConfidentiality

Respect for privacy


Characteristics of an Characteristics of an Effective LetterEffective Letter

CourtesyRespect for integrity

AccuracyCorrect facts, spelling, and grammar

NeatnessOrganized thoughts and delivery


Characteristics of an Characteristics of an Effective LetterEffective Letter

Positive language Use helpful and caring phrases.

Orientation to reader Focus on the patient.Use “you-oriented” pronouns.


Parts of a Business LetterParts of a Business Letter

Date lineFor full pages, about 2 inches below the

lowest letterhead lineInside address

Includes same information as the envelopeThree lines of space are left between the

date and the first line of the letter address.Return address is the first two lines above

the date line for a personal business letter.


Parts of a Business LetterParts of a Business LetterInside address/envelope

Do not put both Dr. and the degree.

Use two letters for the state in capital letters.

Use two spaces before the ZIP code.

Salutation

One double space below the inside address


Parts of a Business LetterParts of a Business LetterBody of letter

One double space after the salutation

Paragraphs within the body are single-spaced with double-spacing between paragraphs.

Paragraphs may or may not be indented.


Parts of a Business LetterParts of a Business Letter

Complimentary close

One double space below end of body of letter

Aligned with date line position for modified block style, left margin for block style

Keyed signatureFour lines below complimentary close

Reference initialsDoctor's initials capitalized, then typist's

in lowercase


Parts of a Business Letter Parts of a Business Letter Attention line

To indicate that the writer prefers that the letter be directed to an individual

Subject lineTyped a double space after the

salutation and followed by a double space before continuing with the body of the letter

May be typed in all capital letters, in capital and lowercase, or be underlined


Parts of a Business Letter Parts of a Business Letter Enclosures

When the letter mentions that items are enclosed or attached

Typed a double space below the reference initials, even with the left margin


Parts of a Business LetterParts of a Business LetterCopy notations

So that the addressee knows that additional copies were made for distribution

Typed a double space below the enclosure or below the reference initials

Each person is listed on a line indented three spaces from the left margin.


Parts of a Business LetterParts of a Business LetterSpecial mailing notation

Notations like CERTIFIED MAIL are typed in all capital letters between the date and inside address, aligned with the left margin.


Parts of a Business LetterParts of a Business LetterBlind copy

If the person sent the original letter does not need to know that a copy is being sent

Notation is typed on the copy 1 inch from the top of the paper at the left margin

PostscriptTo highlight a particular pointShould be blocked or indented


Parts of a Business LetterParts of a Business LetterSecond page headings

Continuation is made on plain paper that is the same bond as the letterhead.

Leave at least two lines of a paragraph on the bottom of the first page.

Continue with at least two lines of the same paragraph on the succeeding page.


Punctuation Styles Punctuation Styles in Business Lettersin Business Letters

Open punctuationOmits all punctuation except periods

after abbreviations in the salutation and complimentary close lines

Mixed (standard punctuation)Requires a colon after the salutation

and a comma after the complimentary close


Punctuation Punctuation –– Period PeriodIndicates a full stopUsed at the end of a complete

declarative or imperative sentenceFollowing an abbreviationAfter a single or double initial that

represents a word Does not apply to addressing

envelopes


Punctuation Punctuation –– Comma Comma

Indicates a partial stopUsed after an introductory phrase

containing a verb form


Additional Comma UsageAdditional Comma UsageTo set off

Subordinate clause that precedes the main clause

Nonrestrictive clause or phraseNames used in direct address or

explanatory phrases or clausesShort quotations from the rest of the

sentence


Additional Comma UsageAdditional Comma UsageTo separate

Coordinate clauses that are connected by conjunctions

From the rest of the sentence when a word or a group of words breaks the continuity of a sentence

Parenthetical expressions from the rest of the sentence


Additional Comma UsageAdditional Comma UsageTo separate

From the rest of the sentence expressions that might be interpreted incorrectly without punctuation

Words or groups of words when they are used in a series of three or more

The name of a city from the name of a state

Abbreviations of titles from the name


Punctuation Punctuation –– Semicolon Semicolon Between independent groups or clauses

that are long or that contain parts that are separated by commas

Between the members of a compound sentence when the conjunction is omitted

To precede expressions used to introduce a clause

In a series of well-defined units when special emphasis is desired


Punctuation Punctuation –– Colon ColonAfter the salutation in a business letter,

except when open punctuation is usedFollowing introductory expressions To separate hours and minutes when

indicating time To introduce a long quotationTo separate two independent groups having

no connecting words between them when the second group explains or expands the statement in the first group


Punctuation Punctuation –– Question Mark Question MarkAfter each direct question or a

question in a series of questions within one sentence


Punctuation Punctuation –– Exclamation Point Exclamation Point Used after words or groups of

words that express command, strong feeling, emotion, or an exclamation


Punctuation Punctuation –– Dash Dash Used to indicate an omission of

letters or figures To cause a definite stop in reading

the letter


Punctuation Punctuation –– Apostrophe Apostrophe

To indicate possession The omission of a letter or letters

in a contraction The plurals of letters, figures,

words, and abbreviations


Punctuation Punctuation –– Quotation Marks Quotation Marks Before and after direct quotations

To indicate a quotation within a quotation, use single quotation marks

To indicate the title of a published article


Punctuation Punctuation –– Ellipses Ellipses Used to denote the omission of

letters or words in quoted material


Punctuation Punctuation –– Parentheses Parentheses When amounts expressed in

words are followed by figuresAround words that are used as

parenthetical expressions To indicate technical referencesWhen enumerations are included

in narrative form


CapitalizationCapitalizationCommon usage

The first word of every sentenceThe first word of a complete direct quotation

The first word of the salutation and all nouns used in the salutation


CapitalizationCapitalizationCommon usage

The first word in a complimentary close

The first word in each section of an outline form

The first word after a colon only when the colon introduces a complete passage or sentence having independent meaning


Capitalization of NamesCapitalization of NamesNames

Capitalize the names of associations, buildings, churches, hotels, streets, organizations, and clubs.

All proper names should be capitalized.

Capitalize names that are derived from proper names.

Capitalize special names for regions and localities.


Capitalization of NamesCapitalization of NamesCapitalize names of government boards,

agencies, bureaus, departments, and commissions.

Capitalize names of the deity, the Bible, holy days, and religious denominations.

Capitalize the names of holidays.Capitalize words used before numbers

and numerals, with the exception of the common words page, line, and verse.


Capitalization of TitlesCapitalization of TitlesProfessional and business titles

Any title that signifies rank, honor, and respect and that immediately precedes an individual's name should be capitalized.

Academic degrees should be capitalized when they precede or follow an individual name.

Capitalize titles of high-ranking government officers when the title is used in place of the proper name in referring to a specific person.

Capitalize military and naval titles signifying rank.


Telephone NumbersTelephone Numbers There are several ways of entering

telephone numbers in a letter The parentheses method

(734) 956-9800 Three other methods

707-555-3998707 555 3998707.555.3998


Preparing an Effective LetterPreparing an Effective LetterCollect information

What the letter is about and to whom it is being sent

Make an outline

Creates organization and framework


Preparing an Effective LetterPreparing an Effective Letter

Develop the letter.

First paragraph sets tone and gets attention.

Go from general to specific.

Select the format.

A template from the word processing software may be selected but the letter still requires decisions about punctuation styles.


Preparing an Effective Letter Preparing an Effective Letter Review the letter.

Determine if the letter meets all of the criteria of an effective letter.

Produce the final letter.

Use quality stationery that creates a professional image.


Preparing an Effective LetterPreparing an Effective LetterProofread the letter.

Evaluate grammar, spelling, punctuation, and neatness.

Distribute the letter.Send to the intended person or people.

Store the document.Electronically and hard copy


Preparing the EnvelopePreparing the EnvelopeCan use word processing or type

on the envelopeAddress format

Should be single-spacedUse a uniform left margin.Use same address as inside address of letter.


Preparing the Envelope Preparing the Envelope Address format

Use the two-letter state abbreviations.

Use uppercase letters. If sent to the attention of an individual, put the information before the line of the name of the firm or building.


Preparing the Envelope Preparing the Envelope Punctuation on address labels

Do not use punctuation, special characters, or multiple blanks in the address.

If abbreviation must be used, do so first for suffix and directional words.

Folding and inserting the letterUsually folded in three parts with the

top facing the back of the envelope


E-MailE-Mail

E-mail is another source of communication between the office and patient.

The patient may prefer this mode of communication.

Some patients may even prefer text messaging as an option to receive messages.


Advantages of E-MailAdvantages of E-MailReaches destination quickly

Recipient is notified immediately by message or audio signal.

Can be sent to several people at the same time

No paperMay be filed electronically


Advantages of E-Mail Advantages of E-Mail May be forwarded to another

party May be destroyed immediately

after it is read Takes less time to write than a

paper letter Can send attachments


E-Mail FormattingE-Mail FormattingKnow what you are trying to

achieve with your e-mail message.Be succinct.Be polite. Be suitably formal. Use the subject line that is

provided on the e-mail form.


E-Mail Formatting E-Mail Formatting Use complete sentences. Capitalize and punctuate properly. Insert the nature of the message on the

subject line.Include a salutation.Use a colon after the salutation.

A comma can be used in a nonbusiness application.


E-Mail Formatting E-Mail Formatting Use complete sentences and paragraph

structure.Insert a blank line after each

paragraph.Edit and proofread carefully.Always include your name and title (if

appropriate) when replying to an e-mail.Assume that any message you send is

permanent.


E-Mail Ethics and EtiquetteE-Mail Ethics and Etiquette Confidentiality must be

maintained.Rules of courtesy should be

followed.An appropriate closing should be

included.


Other Types of Written Other Types of Written CommunicationsCommunications

Postal cardsUsed for recall and confirmation of

appointmentsInteroffice memoranda

Used in a clinic or large group practiceOn plain paper rather than letterhead

ManuscriptsFor a report or research paper, follow the

format of the publication in which it will appear.


Other Types of Written Other Types of Written Communications Communications

Dictation and transcriptionThe dentist dictates into a tape recorder for transcription onto paper.


Guidelines for Dictation Guidelines for Dictation Transcription Transcription

Assemble all materials and necessary equipment.

Use reference sources. Listen to special instructions on the

dictated material to determine priority.Proofread the entire transcription

before printing the document.


Managing Office MailManaging Office Mail

Processing outgoing mailThe administrative assistant must be aware of the various classes of mail and services available to select the best classification for the type of item being mailed.


Classification of MailClassification of Mail

Certified mailFirst-class mail with receipt and proof

of deliveryCollect on delivery (COD)

Delivery person collects payment at time of delivery

Delivery confirmationProvides the date of delivery



Express mailDelivery within 24 hours of mailable items up to 70 pounds and 108 inches in combined weight and girth

First-class mailLetters and postcards and all matter sealed or otherwise closed against inspection



Periodicals Formerly called second-class mailConsists of magazines, newspapers, and other publications

Insured mailInsures against loss or damage to the articles being mailed



Priority mail1- to 3-day nonguaranteed delivery

serviceRegistered mail

Insured up to $25,000 against loss or damage

Can verify the date and time of delivery and the delivery attempts online


Classification of MailClassification of MailReturn receipt

Available with certified or registered mail when you want proof of delivery

Signature confirmationConfirmation of delivery with a copy of the

recipient’s signatureStandard mail

Items weighing less than 16 ounces that are not required to be sent using first-class mail

Used for multiple delivery addresses and bulk advertising


Mailing AccessoriesMailing AccessoriesPostage scale

To determine the weight of outgoing mailScales available that weigh and

automatically determine correct postage rates

Postage meterMeters are purchased with the meter

mechanism leasedCan be reset at the post office or with a

telephone call


Mailing MethodsMailing MethodsElectronic mail

Electronically sent via computerFacsimile (FAX)

Useful for rapid transfer of printed material

May be free-standing or within a word processing program

Mailing serviceProcesses metered and bulk mail,

first-class mail, UPS, airfreight


Mailing MethodsMailing MethodsShipping providers

Includes UPS, FedEx, Greyhound Package Express, Purolator Courier, etc.

Will require the completion of a special form

Laboratory servicesIn areas where there is no local dental

laboratory, cases must be shipped to the laboratory via the U.S. mail or commercial delivery services.


Processing Incoming MailProcessing Incoming MailMay include:

First-class mail

Personal mail, payments, invoices, personal correspondence

Printed matter

Meeting announcements, newsletters


Processing Incoming MailProcessing Incoming Mail

Magazines, journals, newspapers

Advertisements

Samples of dental products and drugs

Materials from laboratories

Supplies from dental supply companies


Managing the Mail Managing the Mail in the Dentist’s Absencein the Dentist’s Absence

Will need to decideWhether the doctor needs to be

contactedWhether any mail needs to be

forwardedWhether mail needs to be answered

immediatelyWhich correspondence can wait

Chapter 9 Written Communications Copyright © 2011, 2006 Mosby, Inc., an affiliate of Elsevier. All...

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