1. 6-1 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Chapter 6 Choosing the Best Process and Form © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

2. 6-2 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. The writing process and effective strategies The importance of readable formatting The main types and purposes of business messages – Letters – Memorandums – Email – Text messaging – Instant messaging – Social networking The inverted pyramid structure for writing Click to edit Master title style Chapter Overview

3. 6-3 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Click to edit Master title style The Writing Process

4. 6-4 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Planning the message – Determining goals – Analyzing the audience – Gathering information – Analyzing and organizing the information – Choosing a form, channel, and format Click to edit Master title style The Writing Process

5. 6-5 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Drafting the message – Avoid perfectionism – Keep going – Use any strategies that will keep you working productively Click to edit Master title style The Writing Process

6. 6-6 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Revising – Revising – Editing – Proofreading Click to edit Master title style The Writing Process

7. 6-7 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Avoid an intimidating document. Use formatting devices to enhance readability and comprehension: – White space – Headings – Short paragraph “chunks” – Typographical emphasis (e.g., bold, italics) – Bulleted lists – Diagrams and pictures Click to edit Master title style The Importance of Formatting

8. 6-8 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. LettersMemosEmails Text & Instant Messages Social Media Click to edit Master title style Main Types of Business Messages

9. 6-9 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. The most traditional type of business message – Used to correspond with people outside the organization – Not as formal as they once were – More than a strategic means to achieve a business goal—an exchange among real people Click to edit Master title style Letters

10. 6-10 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Written internally More formal than email Format Date To From Subject Share factual, problem-related info; some can be classified as reports A traditional genre being replaced by email Click to edit Master title style Memorandums

11. 6-11 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. – Advantages of email Quick, low cost Eliminates telephone tag Speeds up decision making Provides a written record – Disadvantages of email Not confidential Can be misunderstood or used to avoid difficult in-person conversations May not communicate writer’s emotional intent May be ignored Click to edit Master title style Emails

12. 6-12 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 1.Using vague subject lines such as “meeting” 2.Hiding the main point 3.Using the “bcc” field to be sneaky in communication 4.Not deleting strings of replies unnecessary to the recipient 5.Ignoring grammar and mechanics 6.Sending long emails 7.Creating long paragraphs 8.Not avoiding emotion 9.Using email when it’s not the best communication channel 10.Forgetting that email is a permanent record Click to edit Master title style Top 10 Email Mistakes

13. 6-13 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Used for promotions, brand awareness, customer relations Typically limited to 150 characters Tips – Cover all critical information. – Keep it short. – Strive for clarity. – Maintain a conversational tone. – Adapt messages to the audience. – Keep language and content professional. Click to edit Master title style Texts & Instant Messaging

14. 6-14 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Uses – External communication with customers or clients – Publicity or product promotion – Internal communication – Evaluate potential employees Reminder: Nothing on these sites is confidential. Your employer (or a potential employer) may view them. Click to edit Master title style Social Networking

15. 6-15 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Web readers read an average of 20% of words on the page (Jakob Nielson, usability expert). Nielson notes that Web text is non-linear. Bulleted lists and quick chunks of information are preferred. When users visit websites, they do so to “do something.” Bottom line information should be shared right away Click to edit Master title style Print Vs. Online Writing