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New Perspectives on Communicating in Business with TechnologyTutorial 3
1
Routine CorrespondenceWriting Memos, Everyday Letters,
and Form Letters
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2New Perspectives on Communicating in Business with TechnologyTutorial 3
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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3New Perspectives on Communicating in Business with TechnologyTutorial 3
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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4New Perspectives on Communicating in Business with TechnologyTutorial 3
Memo Uses
• Three principal categories of memos:
Define procedures Make requests Summarize progress
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5New Perspectives on Communicating in Business with TechnologyTutorial 3
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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6New Perspectives on Communicating in Business with TechnologyTutorial 3
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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7New Perspectives on Communicating in Business with TechnologyTutorial 3
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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8New Perspectives on Communicating in Business with TechnologyTutorial 3
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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9New Perspectives on Communicating in Business with TechnologyTutorial 3
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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10New Perspectives on Communicating in Business with TechnologyTutorial 3
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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11New Perspectives on Communicating in Business with TechnologyTutorial 3
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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12New Perspectives on Communicating in Business with TechnologyTutorial 3
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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13New Perspectives on Communicating in Business with TechnologyTutorial 3
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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14New Perspectives on Communicating in Business with TechnologyTutorial 3
Format a Memo
Plain text does little to help communicate
content
Tables, shading, and use of white space improves
communication
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15New Perspectives on Communicating in Business with TechnologyTutorial 3
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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16New Perspectives on Communicating in Business with TechnologyTutorial 3
Use Borders and Tables --MS Word
• Customize a border line in the Borders and Shading dialog box
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17New Perspectives on Communicating in Business with TechnologyTutorial 3
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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18New Perspectives on Communicating in Business with TechnologyTutorial 3
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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19New Perspectives on Communicating in Business with TechnologyTutorial 3
Use Borders and Tables --MS Word
• After converting text into a table form, apply an attractive Table AutoFormat
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20New Perspectives on Communicating in Business with TechnologyTutorial 3
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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21New Perspectives on Communicating in Business with TechnologyTutorial 3
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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22New Perspectives on Communicating in Business with TechnologyTutorial 3
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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23New Perspectives on Communicating in Business with TechnologyTutorial 3
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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24New Perspectives on Communicating in Business with TechnologyTutorial 3
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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25New Perspectives on Communicating in Business with TechnologyTutorial 3
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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26New Perspectives on Communicating in Business with TechnologyTutorial 3
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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27New Perspectives on Communicating in Business with TechnologyTutorial 3
Structure Everyday Letters
• Personal Letters are usually handwritten • Used to thank reader, congratulate reader or offer
condolences
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28New Perspectives on Communicating in Business with TechnologyTutorial 3
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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29New Perspectives on Communicating in Business with TechnologyTutorial 3
Format Letters
Poorly designed and cluttered
letterhead
Clearly designed letterhead
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30New Perspectives on Communicating in Business with TechnologyTutorial 3
Format Letters
Block letter format
Modified Block letter format
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31New Perspectives on Communicating in Business with TechnologyTutorial 3
Use Tabs in Word
• Organize details with tabs and dot leaders
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32New Perspectives on Communicating in Business with TechnologyTutorial 3
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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33New Perspectives on Communicating in Business with TechnologyTutorial 3
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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34New Perspectives on Communicating in Business with TechnologyTutorial 3
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