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The salutation is for

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letters and some e-mails, but not memos.

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6 features of a letter, memo, or email are:

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1) header 2) salutation ( for letters and some e-mails but not memos) 3) introduction 4) body paragraphs 5) conclusion that restates the main point 6) signature (for letters and e-mails, but not memos)

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The introduction

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states a clear main point.

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Body-paragraphs have

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need-to-know information.

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The conclusion restates

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the main point.

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The signature is

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for letters and e-mails but not memos.

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E-mails can be

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written to people inside or outside the company.

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E-mail is used

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in situations that once called for less formal memos, letters, or phone calls. Increasingly, it is also being used for formal communication as well.

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Letters, memos, and e-mails are

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also regularly used as transmittal documents.

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The main difference between letters and memos are

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the formatting.

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5 things the format for a letter usually includes are:

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1) a letterhead 2) the date 3) an inside address 4) a greeting 5) a closing with the writer's signature

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4 things the format for a memo usually includes are:

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1) a header 2) the date 3) lines for the addressee (to) and the sender (from) 4) the subject

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4 features the header of an e-mail has lines for

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1) to (addressee) 2) cc and bcc lines 3) subject line 4) attachments

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The 'cc' line shows

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your messages' recipient that others are receiving copies of the message too.

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'BCC' means

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blind cc.

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BCC allows you

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to copy your message to others without anyone else knowing.

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The subject line

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signals the topic of the e-mail with a concise phrase.

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The attachments line signals

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whether there are any additional files, pictures, or programs 'attached' to the e-mail message.

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The message area is where

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you will type your message to your readers.

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3 things the introduction should do are:

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1) define the subject 2) state the purpose 3) sate the main point

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The body should provide

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the information needed to support the e-mail's main point or achieve it's purpose.

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2 things the conclusion should do are:

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1) restate the main point 2) look to the future. (this is where you ask your readers to do something)

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4 other features the message area of an e-mail might include are:

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1) reply text 2) links 3) attachments 4) signature

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The reply text is

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identified with arrows (>) running down the left margin.

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The links are

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direct links to websites.

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Attachments are

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files, pictures, or programs that your readers can download to their own computers.

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The signature is the

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signature file that automatically puts a signature at the end of the message.

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The 3 necessities to a main point are:

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1) subject 2) purpose 3) main point

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The subject should be

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stated or signaled in the first or second sentence of the introduction.

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The purpose should also

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be stated almost immediately in the first paragraph, preferably in the first or second sentence.

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The main point is

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something you want your readers to do when they are done reading, so state the action you want them to take.

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2 additional features to the introduction and the main point are:

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1) background information 2) stressing the importance of the subject

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Background information

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gives a personal connection to the readers.

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Stressing the importance of the subject

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is something you might want to do in some cases.

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Thanking the readers also

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belongs in the conclusion.

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6 types of letters, memos, and e-mails are:

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1) inquiries 2) responses 3) transmittal letters and memos 4) claims or complaints 5) adjustments 6) refusals

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The purpose of an inquiry is to

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gather information, especially answers to questions about important or sensitive subjects.

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A response

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is written to answer an inquiry.

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Transmittal letters and memos

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are also called cover letters or cover memos. These should be included when sending documents or materials through the mail.

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The purpose of a claim (also called complaint) is

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to explain a problem and ask for amends.

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6 guidelines to file a claim (or complaint) are:

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1) state the subject and purpose clearly and concisely 2) explain the problem in detain 3) describe how the problem inconvenienced you 4) state what you would like the receiver to do to address the problem 5) thank the reader for his or her response to your request 6) provide contact information

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The purpose of an adjustment

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is to respond to the issue described by the client, customer, or co-worker. It also needs to try to rebuild a potentially damaged relationship to the reader.

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5 guidelines to follow when writing an adjustment are:

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1) express regret for the problem without directly taking blame 2) state clearly what you are going to do about the problem 3) tell your reader when he or she should expect results 4) show appreciation for his or her continued business with your company 5) provide contact information

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Refusals are the

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'bad news' letters.

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6 guidelines for writing a refusal are:

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1) state your subject 2) summarize your understanding of the facts 3) deliver the bad news, explaining your reasoning 4) offer alternatives, if they are available 5) express a desire to retain the relationship 6) provide contact information

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All letters, memos, are e-mails are

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personal.

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3 strategies to develop an appropriate style are:

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1) use the 'you' style 2) create an appropriate tone 3) avoid bureaucratic phrasing

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The 'you' style puts emphasis on

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the reader, rather than the author.

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To create a tone,

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think about the image you want to express and use the appropriate terms.

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Using bureaucratic phrasing

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depersonalizes a letter, undermining the one-to-one relationship between reader and writer.

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Some bureaucratic phrases are:

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1) per your request 2) in lieu of 3) attached, please find

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Some nonbureaucratic phrases are:

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1) as you requested 2) instead of 3) I have attached

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The format of letters and memos are usually

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plain in design.

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If a company letterhead is not available,

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the return address followed by the date should be entered - without the signature.

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The inside address should be the same as

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the address that will appear on the letter's envelope. It should appear 2 lines below the date or return address.

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The greeting should

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be 2 lines below the inside address.

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The message should be

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2 lines below the greeting. Most letters are in block format.

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The closing with a signature

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should be 2 lines below the message.

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The format for a memo header is:

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Date: To: cc: From: Subject:

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The subject line of a memo should

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offer a descriptive and specific phrase that describes the content of the memo.

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The cc line of a memo

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is optional, and includes the names of any people who will receive copies of the memo.

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Messages in memos

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do not include a 'Dear' line or any other kind of greeting. They just start out with the message.

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11 tips for using e-mail internationally are:

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1) allow time to form a relationship 2) use titles and last names 3) focus on the facts 4) talk about the weather 5) use attachments only when needed 6) use plain text 7) limit or avoid photographs and graphics 8) avoid clichés at the closing 9) avoid humor 10) create a simple signature file with your contact information 11) use simple grammar and proofread carefully

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7 tips for effective texting at work are:

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1) write longer and more specific text messages 2) spell out most words and punctuate 3) e-mail or call when it's important 4) make sure you are performing work 5) don't text during meetings 6) don't use texting to flirt at work 7) remember: texts sent with company phones are not private

Technical Communication Today – Richard Johnson-Sheehan ch 5 – Flashcards

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