1. Other Forms of Technical Writing EMAIL

2. 2 DEFINITION

3. 3 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

4. 4 GENERAL GUIDELINES

5. 5 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….”

6. 6 II. GENERAL GUIDELINES 2) READER ANALYSIS: Know your readers’ needs Know their technical levels  Planning Form

7. 7 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

8. 8 II. GENERAL GUIDELINES 3) FORMAT: Pay attention to correct formats  Guidelines Employ Email Etiquette Follow company guidelines for uniformity

9. 9 II. GENERAL GUIDELINES 3) FORMAT Copy: usually a “send” option CC = carbon copy Abbreviation + Name of person/s receiving the copies

10. 10 II. GENERAL GUIDELINES 3) FORMAT Postscripts: last item (used but occasionally) PS or P.S.

11. 11 II. GENERAL GUIDELINES 4) ABC Format: ABSTRACT BODY CONCLUSION  (see the “Specific Guidelines” below)

12. 12 II. GENERAL GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: CAPTURE CONVINCE CONTROL

13. 13 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

14. 14 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

15. 15 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

16. 16 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”

17. 17 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

18. 18 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

19. 19 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

20. 20 II. GENERAL GUIDELINES 9) EDIT-PROOFREAD: Mechanics – spelling errors old or wrong address wrong title, job title

21. 21 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”

22. 22 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

23. 23 SPECIFIC GUIDELINES

24. 24 III. SPECIFIC GUIDELINES 1) APPROPRIATE USE of EMAIL:  Don’t send too quickly

25. 25 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

26. 26 III. SPECIFIC GUIDELINES 1) APPROPRIATE USE of EMAIL: (disadvantages) not private less formal

27. 27 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

28. 28 III. SPECIFIC GUIDELINES 2) ABC Format for EMAIL : ABC Body – supporting data short paragraphs, with deduction  main point = 1 st headings & lists abbreviations & jargon  ONLY when understood by ALL readers

29. 29 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

30. 30 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

31. 31 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

32. 32 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

33. 33 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)

34. 34 III. SPECIFIC GUIDELINES 8) Careful Format: (page design) headings bulleted lists white space separators

35. 35 III. SPECIFIC GUIDELINES 9) Chunk Information: break into digestible, coherent chunks one specific topic topic, time, date, location, prerequisites, details

36. 36 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

37. 37 III. SPECIFIC GUIDELINES 12) Compose in Word Processor: check spelling & other mechanics “cut & paste” when you’re done

38. 38 SUMMARY

39. 39 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”

40. 40 IV. SUMMARY Follow the ABC Format Abstract Body Conclusion Plus the 3 C’s Strategy of Persuasion Capture Convince Control

41. 41 IV. SUMMARY Have a clear PURPOSE & ORGANIZATION Purpose Statements ABC & #3 C’s Planning Forms Astutely employ PAGE DESIGN elements Headings Lists

42. 42 IV. SUMMARY Specific Guidelines 1) Appropriately Use Email 2) Follow the ABC Format for EMAIL 3) Employ Standard “MEMO” Format 4) Have only ONE Main Subject 5) Utilize a Positive Conversational Style 6) Message = Context 7) Choose an Appropriate Method of Reply 8) Follow Careful Page Design 9) Chunk Information 10) Include Ways to Groups to Unsubscribe 11) Suppress Group-Recipients’ Addresses 12) Compose in Word Processor