Other Forms of Technical Writing

EMAIL

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DEFINITION

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I. DEFINITION

EMAIL:• internal or external

written to someone within or outside your company

• informal• written for speed

speed of writing, of delivery

• with formal attachments

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GENERAL GUIDELINES

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II. GENERAL GUIDELINES

1) PURPOSE: You should show a clear sense of purpose

Why are you writing? Purpose Statements

Purpose Statements Implied vs. Overt (announce) Letter

“As you requested yesterday, ….” Memo:

“This memorandum will….”

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II. GENERAL GUIDELINES

2) READER ANALYSIS: Know your readers’ needs Know their technical levels

Planning Form

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II. GENERAL GUIDELINES

2) READER ANALYSIS: Whom you are trying to inform or influence

influences your – vocabulary argument tone

Multiple Readers/Complex Audience: = varied audience (regarding technical skill level) (1) reduce the level of technicality or (2) write different parts for different readers

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II. GENERAL GUIDELINES

3) FORMAT: Pay attention to correct formats

Guidelines

Employ Email Etiquette

Follow company guidelines for uniformity

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II. GENERAL GUIDELINES

3) FORMAT

• Copy: usually a “send” option

CC = carbon copy Abbreviation + Name of person/s receiving

the copies

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II. GENERAL GUIDELINES

3) FORMAT

• Postscripts: last item (used but occasionally) PS or P.S.

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II. GENERAL GUIDELINES

4) ABC Format:

• ABSTRACT• BODY• CONCLUSION

(see the “Specific Guidelines” below)

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II. GENERAL GUIDELINES

5) 3 C’s STRATEGY of PERSUASION:

• CAPTURE• CONVINCE• CONTROL

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II. GENERAL GUIDELINES

5) 3 C’s STRATEGY of PERSUASION:

• CAPTURE Capture interest with a good opener Tell readers what the letter/memo can do for

them

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II. GENERAL GUIDELINES

5) 3 C’s STRATEGY of PERSUASION:

• CONVINCE Convince the reader with supporting points Evidence supports opening claim:

this document will make their lives easier

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II. GENERAL GUIDELINES

5) 3 C’s STRATEGY of PERSUASION:

• CONTROL Control the closing Use a statement that

puts you in the position of following up on the letter/memo

and solidifies your relationship with the reader

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II. GENERAL GUIDELINES

6) “YOU”:

• Focus on the reader• Anticipate & answer questions the reader

may raise “How will this affect the cost? By

allowing….”

• Replace “I” & “me” with “you” & “your”

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II. GENERAL GUIDELINES

7) ATTACHMENTS:

• Email = brief Detail = in the attachment

keeps the focus on the main point/message doesn’t distract, avoids clutter details = for future reference

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II. GENERAL GUIDELINES

8) DIPLOMACY:

• Be tactful persuade & entice, don’t command be mindful of your TONE & DICTION don’t be pushy, 1-sided, condescending

• Positive (good news) letters = in the active voice

• Negative (bad news) letters = in the passive voice

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II. GENERAL GUIDELINES

9) EDIT-PROOFREAD:

• Errors = obvious in short pieces

• Grammar – missing or improper punctuation faulty subject-verb agreement faulty pronoun-reference agreement

“sexist” language

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II. GENERAL GUIDELINES

9) EDIT-PROOFREAD:

• Mechanics – spelling errors old or wrong address wrong title, job title

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II. GENERAL GUIDELINES

9) EDIT-PROOFREAD:

• Style – negative tone

no negatives: don’t, won’t, cannot clichés & pat expressions

“per your request” long, windy sentences presumptive phrases

“thank you in advance”

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II. GENERAL GUIDELINES

10) QUICK RESPONSE:

• Written & sent within 48 hours• Give plenty of time for an appropriate

response from readers• Examples –

follow-up letter to meeting customer request on a product service or shipping delay

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SPECIFIC GUIDELINES

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III. SPECIFIC GUIDELINES

1) APPROPRIATE USE of EMAIL:

Don’t send too quickly

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III. SPECIFIC GUIDELINES

1) APPROPRIATE USE of EMAIL:

• (advantages) speed receipt confirmation quick reply cheap to use cheap to send multiple copies & attachments saves time less formal

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III. SPECIFIC GUIDELINES

1) APPROPRIATE USE of EMAIL:

• (disadvantages) not private less formal

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III. SPECIFIC GUIDELINES

2) ABC Format for EMAIL :

• ABC Abstract –

casual, friendly greeting if justified by your relationship

introduction of your purpose Purpose Statement short, clear

summary of your main points list of main topics covered

1-2 small paragraphs

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III. SPECIFIC GUIDELINES

2) ABC Format for EMAIL :

• ABC Body –

supporting data short paragraphs, with deduction

main point = 1st

headings & lists abbreviations & jargon

ONLY when understood by ALL readers

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III. SPECIFIC GUIDELINES

2) ABC Format for EMAIL :

• ABC Body –

lists to break-up the text headings to break-up the text, divide info personal names

names of readers paragraphs = Deduction

General Specific main point = 1st

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III. SPECIFIC GUIDELINES

2) ABC Format for EMAIL :

• ABC Conclusion –

summary of main point summary of your main idea, purpose

clear statement of what will happen next Reader Analysis and Firsts & Lasts

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III. SPECIFIC GUIDELINES

3) Standard “MEMO” Format:• date, to, from, subject

4) One Main Subject:• one main subject per email• state clearly, concisely, specifically• in the Subject Line• describe the point in the Body

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III. SPECIFIC GUIDELINES

5) Positive Conversational Style:• use “good taste”• fragments & slang = permissible

IF they are in good taste

• watch your tone not angry, negative constructive exchanges only

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III. SPECIFIC GUIDELINES

6) Message = Context:• Why are you writing?• if in reply

“send with receipt” or with a copy of the original also, summarize the original

7) Appropriate Method of Reply:• reply to short message: at the start• reply to long, complex message:

one point at a time (headings)

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III. SPECIFIC GUIDELINES

8) Careful Format:

(page design)• headings• bulleted lists• white space• separators

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III. SPECIFIC GUIDELINES

9) Chunk Information:• break into digestible, coherent chunks• one specific topic• topic, time, date, location, prerequisites,

details

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III. SPECIFIC GUIDELINES

10) Include Ways to Unsubscribe (groups):• give recipients a way of abstaining from

future notices• show consideration

11) Suppress Recipients’ Addresses (groups):• use “bcc” (Blind Copy) line to suppress

group members’ addresses• unless the group has given permission

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III. SPECIFIC GUIDELINES

12) Compose in Word Processor:• check spelling & other mechanics• “cut & paste” when you’re done

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SUMMARY

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IV. SUMMARY

• Make wise use of ATTACHMENTS place details in attachments keep particulars, specifics out of these

brief communiqués

• Complete READER ANALYSIS address their needs write to their technical skill levels follow the Rule of “Firsts & Lasts”

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IV. SUMMARY

• Follow the ABC Format Abstract Body Conclusion

• Plus the 3 C’s Strategy of Persuasion Capture Convince Control

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IV. SUMMARY

• Have a clear PURPOSE & ORGANIZATION Purpose Statements ABC & #3 C’s Planning Forms

• Astutely employ PAGE DESIGN elements Headings Lists

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IV. SUMMARY

• Specific Guidelines1) Appropriately Use Email2) Follow the ABC Format for EMAIL3) Employ Standard “MEMO” Format4) Have only ONE Main Subject5) Utilize a Positive Conversational Style6) Message = Context7) Choose an Appropriate Method of Reply8) Follow Careful Page Design9) Chunk Information10) Include Ways to Groups to Unsubscribe11) Suppress Group-Recipients’ Addresses12) Compose in Word Processor