1. Other Forms of Technical Writing
LETTERS

2. DEFINITION

3. I. DEFINITION LETTERS: external 1 major point 1 page Types of Letters:
written to someone outside your organization
1 major point
1 page
Types of Letters:
Positive
Negative
Neutral
Sales

4. GENERAL GUIDELINES

5. II. GENERAL GUIDELINES 1) PURPOSE:
You should show a clear sense of purpose
Why are you writing?
Purpose Statements
Implied vs. Overt (announce)
Letter –
“As you requested yesterday, ….”

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

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. II. GENERAL GUIDELINES 3) FORMAT: Pay attention to correct formats
Follow company guidelines
for uniformity

9. II. GENERAL GUIDELINES 3) FORMAT Formats: (1) block format
(2) modified block format
with indented paragraphs, CC & signature under date on the right-hand side
(3) simplified format

10. II. GENERAL GUIDELINES 3) FORMAT Faxes: References:
between the date & inside address
FAX TRANSMISSION or FACSIMILE
References:
2 lines below the signature block
initials of typist (rs) or initials of writer & typist (SAH/rs)

11. II. GENERAL GUIDELINES 3) FORMAT Enclosure:
1-2 below Reference Initials
Enclosure or Attachment

12. II. GENERAL GUIDELINES 3) FORMAT Copy: 1-2 below Enclosure
Abbreviation + Name of person/s receiving the copies
C = copy
CC = carbon copy
PC = photocopy
BC = blind copy
no “copy” on the original
* NO caps for each abbreviation

13. II. GENERAL GUIDELINES 3) FORMAT Postscripts: Multiple-Page Headings:
last item (used but occasionally)
PS or P.S.
Multiple-Page Headings:
recipient (person or company) + date + page #
often abbreviated
Jones to Bridges, 2

14. II. GUIDELINES 4) ABC Format: ABSTRACT Introduce the purpose
Purpose Statement
Summarize main points
1-2 small paragraphs

15. II. GUIDELINES 4) ABC Format: BODY Lists to break-up the text
Headings to break-up the text, divide info
Use Personal names
names of readers
Paragraphs = Deduction
General  Specific
main point = 1st

16. II. GUIDELINES 4) ABC Format: CONCLUSION Summary of the Main Idea
Clear Statement of what will happen next
Reader Analysis and Firsts & Lasts

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

18. II. 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

19. II. 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

20. II. 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

21. II. 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”

22. II. GUIDELINES 7) ATTACHMENTS: Letters/Memos = brief
Detail = in the attachment
keeps the focus on the main point/message
doesn’t distract, avoids clutter
details = for future reference

23. II. GUIDELINES 8) DIPLOMACY: Be tactful Positive (good news) letters =
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

24. II. GUIDELINES 9) EDIT-PROOFREAD: Errors = obvious in short pieces
Grammar –
missing or improper punctuation
faulty subject-verb agreement
faulty pronoun-reference agreement
“sexist” language

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

26. II. 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”

27. II. 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

28. SPECIFIC GUIDELINES

29. III. SPECIFIC GUIDELINES
TYPES of Letters:
Positive
Negative
Neutral
Sales

30. III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
State good news immediately
Examples –
replying to a products, services
acknowledging receipt of order
recommending for a promotion
responding favorably to a routine request
responding favorably to a complaint or adjustment
hiring an employee

31. III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
ABC
Abstract –
bridge between this letter & previous communication
clear statement of good news

32. III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
ABC
Body –
supporting data of main point
clarification of possible questions reader may have
qualification of good news, if any

33. III. SPECIFIC GUIDELINES
1) POSITIVE LETTERS:
ABC
Conclusion –
statement of eagerness to continue relationship, complete project, …
clear statement of what happens next, if relevant

34. III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
Buffer the bad news BUT be clear
Examples –
explaining delays
declining requests
registering complaints
refusing adjustments
denying credit
giving poor performance review
explaining changes in original orders

35. III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
ABC
Abstract –
bridge between this letter & previous communication
general statement of purpose or appreciation (buffer)
to find common bond
to find area of agreement

36. III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
ABC
Body –
strong emphasis on what can be done, when possible
buffered but clear statement of what cannot be done
with clear statement of reasons for negative news
facts that support your views (support)

37. III. SPECIFIC GUIDELINES
2) NEGATIVE LETTERS:
ABC
Conclusion –
closing remarks that express interest in continued association
clear statement of what happens next, if relevant

38. III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
Be absolutely clear about your inquiry or response
Examples –
requesting information
inviting reader to an event
responding to an invitation or routine request
placing orders
providing transmittal letter for a fax transmission
sending solicited or unsolicited items through the mail

39. III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
ABC
Abstract –
bridge between this letter & previous communication
clear statement of purpose
response
request
invitation

40. III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
ABC
Body –
details that support the Purpose Statement
description of items requested or sent
requirements related to invitation

41. III. SPECIFIC GUIDELINES
3) NEUTRAL LETTERS:
ABC
Conclusion –
statement of appreciation
description of actions that should happen next

42. III. SPECIFIC GUIDELINES
4) SALES LETTERS:
Help solve their problems
Examples –
ALL correspondence with a customer
from 1st contact to thank-you letter
starting a relationship
following a phone call
following a meeting
following completion of a sale or project
seeking repeat business

43. III. SPECIFIC GUIDELINES
4) SALES LETTERS:
ABC (3 C’s)
Abstract –
Capture attention
cite a surprising fact
announce a new product or service (that client needs)
ask a question
show an understanding of the client’s problem
show potential for solving client’s problem
present a testimonial
make a challenging claim
summarize the results of a meeting
answer a question the reader previously asked

44. III. SPECIFIC GUIDELINES
4) SALES LETTERS:
ABC (3 C’s)
Body –
Convince the reader
stress one main problem about which the reader has a concern
stress one main selling point of your solution
emphasize what is unique about your solution
focus on value & quality
rather than price
put details in enclosures
briefly explain the value of the enclosures

45. III. SPECIFIC GUIDELINES
4) SALES LETTERS:
ABC (3 C’s)
Conclusion –
Control the next step in the sales process
leave the reader with one crucial point to ponder or remember
offer to call
(1st choice)
ask reader to call
(last choice)

46. SUMMARY

47. IV. SUMMARY Make wise use of ATTACHMENTS Complete READER ANALYSIS
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”

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

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