A lecture on the key features in business writing, particularly business correspondence such as emails, memos and letters.

1. BUSINESS CORRESPONDENCE
Key features of writing style and format
© 2013 Sherrie Lee http://www.linkedin.com/in/orangecanton

2. Writing for Business
• Audience
• Purpose
• Types of communication
• Types of business documents
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3. Writing for Business
• Audience
Status
Familiarity with subject
• Purpose
Inform
Persuade
Call to action
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4. Writing for Business
• Intra-office communication • Inter-office communication
External
Internal
Outside organisation
Within organisation
Clients, customers,
Colleagues, different
suppliers, etc.
departments, levels
Email
Email
Letter
Memo
Letter (less common)
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5. Writing Style of
Business Documents
• Plan and organise message
• Language
• Tone
• Formality
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6. Writing Style of
Business Documents
• Plan and organise message
Understand subject / situation
Define audience and purpose
Decide how to order content
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7. Writing Style of
Business Documents
• Language
Clear: short, simple words
Concise: strong verbs, active voice
Coherent: linking words, list
Correct: grammar / spelling
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8. Writing Style of
Business Documents
• Tone
Polite: respect reader
Positive: stress what can be done
Personal: reader's perspective,
personal pronouns
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9. Writing Style of
Business Documents
• Formality depends on:
Position of writer in relation to
reader
Purpose and subject of
communication
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10. Formal Letters
•
•
•
•
Recipient: external
Form: print
Tone: formal
Format
Block / modified block / indented
Open / closed / mixed punctuation
BE CONSISTENT!
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11. HO BEE PLASTICS COMPANY
Tannery Complex
623 Tannery Road, #10-01
Singapore 587623
(1) Letterhead
(2) Date
(3) Inside Address – include
reader's name and designation
(4) Salutation
(5) Subject line
10 November 2013
Mr Dennis Loke
Managing Director
Everlast Products Ltd
14 Travis Street
Singapore 899014
Dear Mr Loke
PROMOTION FOR PLASTIC WARE
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
(6) Complimentary close
(7) Signature block
(8) Enclosure (optional)
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
Yours sincerely
Gerry Chan
Ms Gerry Chan
Manager
Enc. (2)
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12. Memos
• Recipient: internal
• Form: print / electronic
• Tone: less formal than letters
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13. MEMORANDUM
(1) To line
(2) From line
(3) Subject line
(4) Date line
Note: No salutation or
inside address
TO: Patrick Tay, HR Senior Executive
FROM: Yeo Heng Soon, Sales Manager
SUBJECT: Purchasing Procedures
DATE: 10 November 2013
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxx.
Xxxxxxxxxxxxxxxxxxx. xxxxxxxxxxxxxxx.
1. xxxxxxxxxxxxx
2. xxxxxxxxxxxxx
3. xxxxxxxxxxxxx
(5) Signed initials – no
complimentary close
(6) Carbon copy (optional)
YHS
cc: Janice Goh, HR Manager
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14. Emails
• Recipient: internal / external
• Form: electronic
• Tone: informal / formal
• Email etiquette
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15. (1) To line
(2) Cc line (optional)
(3) Subject line
(4) Salutation
From:
Date:
To:
Cc:
Subject:
sally_fong@kayaexpress.com.sg
10 November 2013, 10:30 am
chongbin@coffeeshophub.sg
joey_lim@kayaexpress.com.sg
New Kaya Samples
Dear Chong Bin
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX.
(5) Complimentary close
(6) Signature block
Best regards
Sally Fong
Sales and Marketing Manager
Kaya Express Singapore
21 Pandan Loop Singapore 879021
Tel: 6789 0987 Fax: 9789 0986
Email: sally_fong@kayaexpress.com.sg
Website: www.kayaexpress.com.sg
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16. Email Etiquette
• DOs
• Create appropriate signature block
• Use proper spelling and grammar
• Review message for accuracy,
readability and tact before sending
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17. Email Etiquette
• DON'Ts
• Forget subject line
• Use only UPPER CASE / lower case
• Attach very large files
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18. Types of Messages
• Good / neutral news
• Bad news
• Persuasive
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19. Types of Messages
• Good / neutral news – DIRECT APPROACH
Opening – main idea; state purpose
Middle – more info / details
Ending – state action you want readers to take;
positive, friendly statement to build goodwill
Examples: accede to request / adjustment,
acknowledgement
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20. Types of Messages
• Bad news – INDIRECT APPROACH
Opening – buffer / show interest, concern
Middle – briefly state refusal, explain reasons behind
negative response
Ending – alternative solution (if possible), positive,
friendly statement
Examples: decline invitation, refuse request /
adjustment
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21. Types of Messages
• Persuasive
Opening – gain attention
Middle – stimulate reader's interest (state benefits
Middle (cont’d) – stir reader's desire (provide
reasons, facts, evidence)
Ending – encourage reader to take action, show
reader how to take action (make it easy)
Examples: sales letter, job application letter
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22. International
Correspondence
• Use commonly understood words and phrases
• Avoid humour, jargon, idioms, slang
• Consider decision-making style of recipient's culture
• Choice of spelling – US vs UK spelling
• Check for appropriate forms of date e.g. 1/10/13 =
1 October 2013 or 10 January 2013
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23. Final Remarks
• Be professional in all business correspondence
Be objective
Maintain dignity
Be sincere
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24. BE PROFESSIONAL
• Be objective
Your salesperson was so rude and
unapproachable. He was shouting at the top
of his voice and forced me to buy the product.
The salesperson behaved in an inappropriate
manner by raising his voice and using pressure
tactics.
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25. BE PROFESSIONAL
• Maintain dignity
Since we really value you as a customer,
please give us another chance to prove we can
do a good job.
As a valued customer, rest assured that we
will make every effort to ensure you receive
the best service in the future.
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26. BE PROFESSIONAL
• Be sincere
Your phenomenal contribution to our
understanding of tax procedures is remarkable.
Thank you for helping us gain a better
understanding of tax procedures.
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