Chapter 7 Writing Memos, E-mail, and Letters Business Communication Chapter 7 Writing Memos, E-mail, and Letters Copyright 2010 South-Western Cengage Learning

Types of Business Correspondence Memos and e-mails Letters Other documents © Comstock Images / Jupiter Images E-mail can be sent and received on a PDA. 7.1 Business Correspondence

Purposes for Correspondence Provide a record Advise, direct, or state a policy Inform Request information or reply to requests Persuade Promote goodwill 7.1 Business Correspondence

Planning and Organizing Messages Planning messages Identify the objective Determine the main idea Choose supporting details Adjust the message for the receiver Organizing messages Direct order Indirect order 7.1 Business Correspondence

Writing Memos Heading lines Body To line From line Date line Subject line Body 7.2 Memos

Writing Memos Notations Second page headings Memo templates Reference initials Attachment or enclosure notations Copy or blind copy notations Second page headings Memo templates 7.2 Memos

Editing and Publishing Memos Edit the memo carefully Check for the 5 Cs Proofread the final draft Publish by interoffice mail or U.S. Mail © Digital Vision / Getty Images Check each memo carefully before sending it. 7.2 Memos

E-mail Parts of an e-mail message To line Cc and bcc lines From line Date line Subject line Body 7.3 E-mail and Instant Messaging

E-mail Work-friendly features Address book Signature file Attachment Draft Reply and reply all Forward Priority Return receipt 7.3 E-mail and Instant Messaging

E-mail Netiquette Assign a high priority only when truly needed Ask for approval before sending a large attachment Do not send confidential or sensitive information Do not use all capital letters Do not send flames—angry or insulting messages Do not send spam Do not use emoticons in business e-mails Use correct grammar, spelling, and punctuation 7.3 E-mail and Instant Messaging

Instant Messaging IM basics Buddy, contacts, or friends list Chat window Worker-friendly IM features 7.3 E-mail and Instant Messaging

IM Netiquette Do not use all capital letters Remember that other users may have slower systems Do not send confidential or sensitive information Be brief Use status options Use an appropriate level of formality Do not leave other people waiting for your response Learn about and use the security features 7.3 E-mail and Instant Messaging

Writing Letters Standard parts Date Letter address Salutation Body Complimentary close Writer’s name and title Reference initials 7.4 Letters

Writing Letters Optional letter parts Attention line Reference line Subject line Postscript 7.4 Letters

Editing and Publishing Letters Business letter formats Block format Modified block format Business envelopes Address format MR JIAN WANG 49 RED CANYON ROAD BISBEE AZ 85603-1890 The U.S. Postal Service recommends using all capitals in the envelope address. Envelope feature Folding letters 7.4 Letters

Using Mail Merge Available on many word processing programs Allows users to create mailings efficiently Main document Data source Field codes Merged documents A wizard makes using mail merge simple. 2.1 Diversity at Work

Vocabulary attachment notation blind copy notation body contacts list e-mail emoticon enclosure notation flame instant messaging (IM) invoice letter memo mixed punctuation netiquette open punctuation postscript reference initials spam subject line