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Business Comunications Chapter 5 Notes


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Business Comunications Chapter 5 Notes

  1. 1. Chapter 5 E-Mail and Memorandums
  2. 2. Applying the Writing Process <ul><li>Phase 1 </li></ul><ul><li>Analysis </li></ul><ul><li>Anticipation </li></ul><ul><li>Adaptation </li></ul><ul><li>Phase 2 </li></ul><ul><li>Research </li></ul><ul><li>Organization </li></ul><ul><li>Composition </li></ul><ul><li>Phase 3 </li></ul><ul><li>Revision </li></ul><ul><li>Proofreading </li></ul><ul><li>Evaluation </li></ul>
  3. 3. <ul><li>Do I really need to write? </li></ul><ul><li>What communication channel is best? </li></ul><ul><li>Why am I writing? </li></ul><ul><li>How will the reader react? </li></ul><ul><li>How can I save my reader’s time? </li></ul><ul><li>Check files, gather documentation. </li></ul><ul><li>Outline or list points to cover. </li></ul><ul><li>Compose first draft; expect to revise. </li></ul><ul><li>Revise for clarity and conciseness. </li></ul><ul><li>Proofread for correctness. </li></ul><ul><li>Plan for feedback. </li></ul>
  4. 4. Analyzing the Structure of E-Mail Messages and Memos  Subject Line  Opening  Body  Closing
  5. 5. Analyzing Structure  <ul><li>Subject Line </li></ul><ul><li>Summarize message clearly and concisely. </li></ul><ul><li>Avoid meaningless one-word headings, such as &quot;Help&quot; or &quot;Urgent.&quot; </li></ul> <ul><li>Opening </li></ul><ul><li>Frontload main idea immediately. </li></ul><ul><li>Avoid reviewing background. </li></ul>
  6. 6. Analyzing Structure  <ul><li>Body </li></ul><ul><li>Organize information and explanations logically. </li></ul><ul><li>Use numbered and bulleted lists for quick comprehension. </li></ul><ul><li>Consider adding headings for visual impact. </li></ul>
  7. 7. Paragraph Headings Bulleted Items Within Sentences Headings Instructions Parallelism Techniques To Improve Message Readability
  8. 8. Parallelism Try this Workers were nervous, stressed, and preoccupied. Workers were nervous, stressed, and full of preoccupation. Instead of this
  9. 9. Instructions <ul><li>Try this </li></ul><ul><li>To clean the printer, </li></ul><ul><li>do the following: </li></ul><ul><li>Disconnect the power cord. </li></ul><ul><li>Open the front cover. </li></ul><ul><li>Clean the printer area with a soft, dry cloth. </li></ul>To clean the printer, you should do the following. First, you should disconnect the power cord. Then you open the front cover, and the printer area should be cleaned with a soft, dry cloth. Instead of this
  10. 10. Headings Try this Date City Speaker April 3 Toledo Troy Lee May 20 Detroit Erin Win On April 3 we will be in Toledo, and the speaker is Troy Lee. On May 20 we will be in Detroit, and the speaker is Erin Win. Instead of this
  11. 11. Within Sentences Try this Our team constantly tries to (a) achieve our goals, (b) improve customer service, and (c) hit our production targets. Our team constantly tries to achieve our goals, customer service must be improved, and our production targets must be hit. Instead of this
  12. 12. Bulleted Items <ul><li>Try this </li></ul><ul><li>At our Web site </li></ul><ul><li>you can do the </li></ul><ul><li>following: </li></ul><ul><li>Compare cash prices. </li></ul><ul><li>Research the best financing. </li></ul><ul><li>Learn about leasing. </li></ul><ul><li>At our Web site </li></ul><ul><li>We let you compare cash prices. </li></ul><ul><li>You can research the best financing. </li></ul><ul><li>You can learn about leasing. </li></ul>Instead of this
  13. 13. Paragraph Headings Try this Vacations . A new vacation schedule will be available on May 1. Flextime . To assist employees, we will begin a flex schedule in the fall. The next topic is vacations. A new vacation schedule will be available on May 1. To assist employees, we will begin a flex schedule in the fall. Instead of this
  14. 14. Arrange the following in a concise, bulleted list. In the next training session, the trainer will demonstrate how to use videoconferencing, how to share multiple programs, and how to maintain an Internet directory. <ul><li>The next training session will demonstrate </li></ul><ul><li>Videoconferencing </li></ul><ul><li>Sharing multiple </li></ul><ul><li>programs </li></ul><ul><li>Maintaining an </li></ul><ul><li>Internet directory </li></ul>
  15. 15. Improve the readability of the following instructions that will become part of a student employment booklet. In preparing for an employment interview, you should begin by studying the job description. Itemizing your most strategic skills and qualifications is also important. Giving responses in a mock interview is another good practice technique. Last, you should be prepared to ask relevant questions.
  16. 16. Improved Version <ul><li>You can prepare for interviews by doing the following: </li></ul><ul><ul><li>Itemize your most strategic skills and qualifications. </li></ul></ul><ul><ul><li>Practice giving responses in a mock interview. </li></ul></ul><ul><ul><li>Prepare to ask relevant questions. </li></ul></ul>
  17. 17. Analyzing the Structure of E-Mail Messages and Memos     Subject Line Opening Body <ul><li>Closing </li></ul><ul><li>Provide (1) action information, dates, and deadlines, (2) a summary of the message, or (3) a closing thought. </li></ul><ul><li>Avoid overused expressions. </li></ul>
  18. 20. Formatting E-Mail Messages Guide Words To: Consider keying receiver’s full name; use angle brackets for e-mail address Ann Jones<> From: Entered automatically Date: Entered automatically Subject: Include meaningful topic summary.
  19. 21. Salutation Options <ul><li>No salutation </li></ul><ul><li>Ann, Dear Ann: , Hi, or Good morning! </li></ul><ul><li>Include name in first line </li></ul><ul><li>“ Thanks, Ann, for your help . . .” </li></ul>
  20. 22. Body and Closing Body <ul><li>Cover just one topic. </li></ul><ul><li>Use uppercase and lowercase letters. </li></ul><ul><li>Use short line length if message might be forwarded. </li></ul>Closing <ul><li>Consider a complimentary closing such as Best or Cheers . </li></ul><ul><li>Include your name and full identification– especially for messages to outsiders. </li></ul>
  21. 23. Pre-printed organization memo stationery Unlike letters, memos do not have a signature block at the bottom. Instead sign your initials at the end of the FROM line. 1-inch top margin Double-space Single-space paragraphs with blank line between paragraphs
  22. 24. Format everything the same as half-page memo--except for the top margin. 2-inch top margin instead of 1 inch
  23. 25. Double-space; align all words after colon following “SUBJECT.”
  24. 26. Single-space; leave blank line between paragraphs.
  25. 27. Sign your initials at the end of the FROM line.
  26. 28. Using E-Mail Smartly and Safely <ul><li>Getting Started </li></ul><ul><li>Content, Tone, Correctness </li></ul><ul><li>Netiquette </li></ul><ul><li>Reading and Replying </li></ul><ul><li>Personal Use </li></ul><ul><li>Other Smart Practices </li></ul>
  27. 29.  Getting Started <ul><li>Consider composing off line. </li></ul><ul><li>Type the receiver’s address correctly. </li></ul><ul><li>Avoid using a misleading subject line. </li></ul><ul><li>Apply the top-of-the-screen test. </li></ul>
  28. 30.  Content, Tone, Correctness <ul><li>Be concise. </li></ul><ul><li>Never respond when you are angry. </li></ul><ul><li>Don’t send anything you wouldn’t want published. </li></ul><ul><li>Don’t use e-mail to avoid contact. </li></ul><ul><li>Care about correctness and tone. </li></ul><ul><li>Resist humor. </li></ul>
  29. 31.  Netiquette <ul><li>Limit any tendency to send blanket copies. </li></ul><ul><li>Never send “spam.” </li></ul><ul><li>Consider using identifying labels, such as ACTION, FYI, RE, URGENT. </li></ul><ul><li>Use capital letters only for emphasis or for titles. </li></ul><ul><li>Seek permission before forwarding. </li></ul><ul><li>Reduce attachments. </li></ul>
  30. 32.  Reading and Replying <ul><li>Scan all messages before replying. </li></ul><ul><li>Print only when necessary. </li></ul><ul><li>Acknowledge receipt. </li></ul><ul><li>Don’t automatically return the sender’s message. </li></ul><ul><li>Revise the subject line if the topic changes. </li></ul><ul><li>Provide a clear , complete first sentence. </li></ul>
  31. 33.  Personal Use <ul><li>Don’t use company computers for personal matters unless allowed by your organization. </li></ul><ul><li>Assume that all e-mail is monitored. </li></ul>
  32. 34.  Other Smart Practices <ul><li>Use design to improve readability of longer messages. </li></ul><ul><li>Consider cultural differences. </li></ul><ul><li>Double-check before hitting the Send button. </li></ul>
  33. 35. Replies Requests Information and Procedures Writing Plans for E-Mail Messages and Memos
  34. 36. Writing Plan for Information and Procedure E-Mail Messages and Memos Subject line <ul><li>Summarize memo contents. </li></ul>Opening Expand the subject line by stating the main idea concisely in a full sentence.
  35. 37. Writing Plan for Information and Procedure E-Mail Messages and Memos Body Provide background data and explain the main idea. In describing a procedure or giving instructions, use command language (do this, don't do that). Closing Request action, summarize the message, or present a closing thought.
  36. 40. Writing Plan for Requests Subject line Summarize the request and note the action desired. Opening Begin with the request or a brief statement introducing it.
  37. 41. Writing Plan for Requests Body Provide background, justification, and details. If asking questions, list them in parallel form. Closing Request action by a specific date. If possible, provide a reason. Express appreciation, if appropriate.
  38. 44. Writing Plan for Replies Subject line Summarize the main information from your reply. Opening Start directly by responding to the request with a summary statement.
  39. 45. Writing Plan for Replies Body Provide additional information and details in a readable format. Closing Add a concluding remark, summary, offer of further assistance, or request for further action.