new perspectives on communicating in business with technology tutorial 3 1 routine correspondence...

New Perspectives on Communicating in Business with TechnologyTutorial 3

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Routine CorrespondenceWriting Memos, Everyday Letters,

and Form Letters

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Memo Uses. . .

• E-mails replacing memos Most common method of distributing routine

messages

• Still need form of communication that Combines structure of longer document with

businesslike format

The memo format fits the bill!

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Memo Uses

• Write e-mail to distribute routine information that fits in one screen

• Write memo to distribute more in-depth information Requires one to three pages and will likely be

printed

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Memo Uses

• Three principal categories of memos:

Define procedures Make requests Summarize progress

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Memo Uses

• Define Procedures Summarize procedure in subject line:

• “Procedure for Submitting Travel Expense Reports”

Define procedure in paragraph 1 Use numbered steps to present actions

associated with the procedure Use action verbs to begin each step Highlight key items in bold and italic

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Memo Uses

• Make Requests Summarize the request in the subject line:

• “Request to Attend the Special Event Expo in Paris”

Define the request in paragraph 1 Use headings to organize the request Present key information related to the request

in an easy-to-read format• Tabs with dot leaders• Table forms

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Memo Uses

• Summarize Progress Describes project-related activities, provides

progress report, or explains strategies State context of progress in subject line:

• Progress Report: Deronde Corporate Event

Define progress context in paragraph 1 Present key information in easy-to-read table Highlight action items

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Organize Content for Memo

Use PDA format• Purpose

Include purpose statement at beginning Details Use the 5W technique to determine memo

content

• Action Statement Request a specific action from reader

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Organize Content for Memo

• Sample subject and purpose statement for Request memo

Subject Purpose StatementRequest to Attend Workshop

I am requesting permission to attend the “Improve Your Leadership Skills” workshop sponsored by the Albuquerque Chamber of Commerce.

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Organize Content for a Memo

Subject Purpose StatementBooking Large Venues

To conform to the guidelines set by the city of Albuquerque, all consultants need to use a new procedure for booking large venues such as the convention center and stadium. The required procedure is outlined below.

• Sample subject and purpose statement for a Procedures memo

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Organize Content for a Memo

Subject Purpose StatementProgress Update: Marissa’s Retirement Party

With two weeks to go before Marissa’s retirement part on March 3, the committee has completed the arrangement outlined below. Action items are highlighted in yellow.

• Sample subject and purpose statement for a Progress Summary memo

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Organize Content for a Memo

• Use 5W Technique to gather details for memo Who? What? Where? When? Why? How?

• Ask questions you think the reader may have

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Format a Memo

• Create the memo heading information To: From: Date: Subject:

• Present information in easy-to-read format Use tabs, tables, columns, bullets, numbering

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Format a Memo

Plain text does little to help communicate

content

Tables, shading, and use of white space improves

communication

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Format a Memo

• Three memo templates available in Word: Contemporary Professional Elegant

• Modify spacing of template text in the Format Paragraph dialog box

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Use Borders and Tables --MS Word

• Customize a border line in the Borders and Shading dialog box

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Use Borders and Tables --MS Word

• Convert tabbed text into a table form Show formatting marks Identify the location of each tab character Ensure just one tab character appears between

each column of text

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Use Borders and Tables --MS Word

• Open the Convert Text to Table dialog box Table, Convert, Text to Table Enter the required number of columns

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Use Borders and Tables --MS Word

• After converting text into a table form, apply an attractive Table AutoFormat

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Customize Bullets/Numbers--MSWord

• Number items in a list: When items correspond to steps in a procedure

• Use bullets: To present a point form list when order of items

is not important

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Identify Letter Types

Letter Type PurposeRequest To request items or services about which the

reader is neutral

Confirmation To confirm an agreement, meeting, or event

Transmittal To accompany an attachment such as a report, resume, or shipped order

Acceptance To say “yes” to a reader’s request

Personal To say thank you, or to offer congratulations or condolences

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Structure Everyday Letters

• Paragraph 1: Include the reason for the letter and a

reference to the reader

• Paragraph 2: Provide additional details

• Paragraph 3: Thank the reader and invite action and/or

further contact

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Structure Everyday Letters

• Request Letters Ask for something specific Could use e-mail instead of a letter Use a letter to represent the company more

formally Use point form where possible to present

details

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Structure Everyday Letters

• Confirmation Letters Confirm a formal agreement Use tabs with dot leaders to communicate

details in a readable way Ensure the reader can see important

information at a glance

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Structure Everyday Letters

• Transmittal Letters Also referred to as cover letters Use to accompany an attachment Provide the reader with information about the

attachment

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Structure Everyday Letters

• Acceptance Letters Respond positively to a request Give the “good news” right away Provide details where required Close positively

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Structure Everyday Letters

• Personal Letters are usually handwritten • Used to thank reader, congratulate reader or offer

condolences

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Format Letters

• Letterhead components Company name Logo or company slogan, if available Company street address Company phone and fax numbers Company e-mail address or Web site address

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Format Letters

Poorly designed and cluttered

letterhead

Clearly designed letterhead

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Format Letters

Block letter format

Modified Block letter format

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Use Tabs in Word

• Organize details with tabs and dot leaders

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Identify Types of Form Letters

• Confirmation Form Letter Confirms a shipment or contracted service

• Acceptance Form Letter Extends an offer of employment or agrees to a

request

• Refusal Form Letter Requires a five-paragraph structure (see

Tutorial 4)

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Components of Form Letter

• Main Document Contains all common information required for

every letter Defines location of variable information

• Data source Contains all variable information for each letter

recipient

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Use Mail Merge –MS Word

• Tools menu, choose Letters and Mailings, choose Mail Merge

• Complete Mail Merge steps from Mail Merge task pane Customize the address list Insert fields from the data source Preview the merged letters Print selected letters