1. Personal Correspondence and Email November 3, 2011

2. Determining Your Purpose What do I want to have happen? What do I want my reader to think or do? How do I achieve the results wanted?

3. Analyzing the Audience Who are they? What do they know already? What is the purpose in reading your letter? How receptive are they likely to be?

4. When to use Letters, Memos, and E-mail What is the usual practice of the organization? What is the efficiency of each method? Letters and memos Pros – more formal, leads to impression of importance Cons – takes more time to get there and have response back E-mail Pros – high-speed, low cost Cons – rapid exchange leads to careless words and phrases, often considered less important or less formal

5. Finding the Appropriate Style Direct versus Indirect Style Direct – preferred style in United States situations of urgency – offering earliest and easiest access to critical information Indirect – often preferred internationally – considered more civilized and considerate if you anticipate a negative reaction if news will disappoint or irritate audience if message is of little or no urgency

6. Finding the Appropriate Style Conversational Style Avoid fancy language Avoid passive voice and clichés Develop you-attitude, use the word “you” more often than the word “ I ” Keep correspondence clear and concise While brevity is good, avoid seeming brusque or impatient

7. Letters Form Stationery/company letterhead – no additional return address needed Always put date Always put inside address Mechanics Inside address – name, title, address End letter – Sincerely, signature, typed name, title Copy or enclosure – cc: XXXX or Encl: XXXX

8. XYZ Corporation 555 Oakleaf Court Chicago, IL 60600 January 23, 2011 Ms. Helen Johnson Staff Engineer United Pump Technologies 120 Avenue G Evanston, Illinois 53321 Dear Ms. Johnson: As you requested by telephone last week, I am sending you some information, enclosed with this letter, about the reliability of United Pump technologies Model SR151. Our company has used this particular pump model in numerous well and water system designs in the Fort Wayne area. xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Sincerely, Bob Griffin Project Engineer Encl: Model SR151 Field Report

9. Sample – without letterhead XYZ Corporation 555 Oakleaf Court Chicago, IL 60600 January 23, 2011 Ms. Helen Johnson Staff Engineer United Pump Technologies 120 Avenue G Evanston, Illinois 53321 Dear Ms. Johnson: As you requested by telephone last week, I am sending you some information, enclosed with this letter, about the reliability of United Pump technologies Model SR151. Our company has used this particular pump model in numerous well and water system designs in the Fort Wayne area. Xxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Sincerely, Bob Griffin Bob Griffin Project Engineer Encl: Model SR151 Field Report

10. Memos Form Typically 1 page in length (no more than 2 pgs) Within company use – no need for inside address Mechanics Typical format TO:John Doe FROM:Sue Schultz DATE:January 23, 2011 RE:Field Inspections CC:Kevin Holtz, Jeff Neimes As you requested, I have assigned Clair Hoffman and John McBride to do the field inspections for xxxxxxxxxxxxxxxx

11. Cover Letters Special person-to-person communication Typically included when attaching document Points out highlights & describes content E.g. letter of transmittal, resume cover letter Purpose is to get them to read attachment Addressed to specific person Same format as other letters

12. Letter Purpose – Inquiry (solicited) Desired Results – you obtained desire information Strategies Identify the offer that solicited your inquiry Identify yourself and establish your need for the information Request the information, Specify the precise product or products you are interested

13. Letter Purpose – Inquiry (unsolicited) Desired results – You obtain the desired information Strategies Identify yourself State clearly and specifically the information needed Establish your need for the information Tell recipient why you chose him/her Close courteously – never write “thank you in advance” assume reader will comply

14. Letter Purpose – Replying to inquiry Desired results – reader receives information requested Strategies If possible, answer questions in order Repeat enough of question to remind reader Try to be as complete as possible If appropriate, refer the reader to additional sources of information on the subject

15. Letter Purpose - Thanking Desired results – reader feels appreciated for his/her efforts Strategies Be brief Be explicit in your gratitude Identify specifically the reader’s contribution Describe the positive impact Close politely

16. Letter Purpose - Complaining Desired results – reader makes the adjustment that you desire Strategies Be firm but polite Assume the organization will try to correct situation Be specific about the problem and the inconvenience or injury Provide necessary documentation Encourage organization to make fair adjustment If possible, suggest adjustment you want

17. Letter Purpose – Offer adjustments Desired results – reader is satisfied with adjustment you offer Strategies Be friendly Focus on keeping customer’s goodwill Express regret about problem Explain the circumstances that caused the problem Describe specifically what adjustment will be Resolve any special problems Close politely

18. Letter Purpose – Refuse adjustments Desired results – reader accepts your refusal and maintains relationship with organization Strategies Be friendly and polite Express regret about problem Explain the reason for refusal in detail State refusal clearly but kindly Close letter in friendly way, leading letter away from negative

19. Email Correspondence Often takes place of letters, memos, phone calls, and some meetings Format TO: this includes recipient email address SUBJECT: Specific Topic CC: who else will see the email Unlike memos, emails always start with a salutation and end with your “signature”

20. Special Considerations for Email Be polite – never compose or send if you are irritated or discouraged Never write a message you wouldn’t want others to see (you don’t know who is forwarding) Respect the privacy of e-mail messages – exercise discretion with forwarding or copying

21. Special Considerations for Email Answer your e-mail promptly, especially requests for information Keep your message brief – Don’t ask reader to scroll through paragraphs of information to locate key point Send one message per topic – keeps to the point and aids person in finding message later by subject line

22. Special Considerations for E-mail Keep your paragraphs short – they organize your message visually and simplify reading Edit and proofread carefully – watch for typos, some readers will disregard whole message Develop a signature file giving full contact information and use it as necessary – you can’t always guess how reader will want to contact you

23. Sample of Signature on Email Dear Ms. Conner, Thank you for your inquiry into the xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Sincerely, Cindy Lawley ~~~~~~~~~~~~~~~~~ Cindy Lawley, PhD. Director of External Relations School of Civil Engineering Purdue University 550 Stadium Mall Drive West Lafayette, IN 47907 (765) 494-7089 FAX: (765) 494-0395 Email: lawley@purdue.edu

24. Special Considerations Keep copies of correspondence – both paper and email – you may need to refer back to it on occasion. Always be utmost professional in all of your correspondence

25. Town Hall Presentations November 10 Tuesday Group 1 Thursday Group 4 Tuesday Group 3 December 1 Tuesday Group 4 Thursday Group 1 November 17 Thursday Group 2 Tuesday Group 2 Thursday Group 3

26. Individual Projects Deadline Individual Projects will now be due on Tuesday recitation – Nov 15 th Thursday recitation – Nov 17th