The document outlines the steps and considerations for writing different types of correspondence. It discusses analyzing the audience and purpose, choosing an appropriate application like letters, memos, or email, and includes guidelines for formatting, organizing, and writing letters, memos, inquiries, responses, claims and other correspondence. Effective communication involves using the right level of formality, providing clear information to the reader, and following etiquette guidelines for the correspondence type.

1. The process of writing
correspondence includes eight steps:
• Analyze your audience.
• Analyze your purpose.
• Gather information about your subject.
• Choose a type of correspondence.
• Draft the correspondence.
• Format the correspondence.
• Revise, edit, and proofread the
correspondence.
• Send the correspondence.
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2. Select the appropriate application:
• Letters are the most formal and most
appropriate for communicating with people
outside your organization.
• Memos are moderately formal and appropriate
for people in your organization.
• E-mail is best for quick, relatively informal
communication.
• Microblog posts (Twitter tweets, Facebook
status updates) can be useful for informal
questions or statements addressed to a group.
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3. Use these five principles
to present yourself effectively:
• Use the appropriate level of formality.
• Communicate correctly.
• Project the “you attitude.”
• Avoid correspondence clichés.
• Communicate honestly.
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4. Most letters include six elements:
• heading
• inside address
• salutation
• body
• complimentary close
• signature
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5. Some letters include additional elements:
• attention line
• subject line
• header for second and subsequent pages
• enclosure line
• copy line
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6. Most letters use one of two formats:
• modified block
• full block
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7. Four types of letters are common:
• inquiry
• response to inquiry
• claim
• adjustment
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8. Use this strategy when
writing an inquiry letter:
• Explain who you are and why you are writing.
• Make your questions precise and clear.
• Indicate your schedule.
• Politely request a response.
• Offer something in return.
• Always write a thank-you note to the person
who has responded to your inquiry letter.
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9. Use this strategy when
responding to an inquiry letter:
• Answer the questions if you can.
• If you cannot answer the questions, explain the
reasons and offer to assist with other requests.
• Include additional information, if appropriate.
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10. Use this strategy
when writing a claim letter:
• Use a professional tone.
• Clearly identify the product or service you are
writing about.
• Explain the problem and include persuasive
details.
• Propose a solution.
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11. Use this strategy when
writing a bad-news adjustment letter:
• Meet the customer on neutral ground.
• Summarize the facts as you see them.
• Explain why you are unable to fulfill the
request.
• Create goodwill.
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12. Use these five elements
to organize most memos:
• a specific subject line
• a clear statement of purpose
• a brief summary
• informative headings
• a prominent recommendation
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13. Follow these eight netiquette
guidelines when writing e-mail:
• Stick to business.
• Don’t waste bandwidth.
• Use appropriate formality.
• Write correctly.
• Don’t flame.
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14. Follow these eight netiquette
guidelines when writing e-mail (cont.):
• Make your message easy on the eyes.
• Don’t forward a message to an online
discussion forum without the writer’s
permission.
• Don’t send a message unless you have
something to say.
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15. Remember three things
when writing microblogs:
• You are creating an archived communication
that reflects on you and your organization.
• Anything you write is subject to the same laws
and regulations that pertain to all other kinds of
documents.
• The best way to understand your responsibilities
is to study your organization’s guidelines.
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16. Consider three factors when
writing to intercultural readers:
• the cultural practices of your readers
• the language use and tone preferred by your
readers
• the application choice and use preferred by
your readers
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