1. Technical Communication A Practical Approach Chapter 6: Correspondence
William Sanborn Pfeiffer
Kaye Adkins

2. Correspondence General Guidelines for Correspondence
Types of Messages in Correspondence
Letters
Memos
Memos versus

3. General Guidelines for Correspondence
Know Your Purpose
Know Your Readers
Follow Correct Format
Follow the ABC Format for All Correspondence
Use the 3Cs Strategy for Persuasive Messages

4. General Guidelines for Correspondence
Stress the “You” Attitude
Use Attachments for Details
Be Diplomatic
Edit Carefully
Respond Quickly

5. Correspondence Types of Messages in Correspondence Positive messages
Negative messages
Neutral messages
Persuasive messages

6. Types of Messages in Correspondence
Positive Messages
State good news immediately
Follow ABC format
Abstract
Bridge between this letter and last communication with person
Clear statement of good news

7. Types of Messages in Correspondence
Positive Messages
Follow ABC format
Body
Supporting data for main point mentioned in abstract
Clarification of any questions reader may have
Qualification, if any, of good news

8. Types of Messages in Correspondence
Positive Messages
Follow ABC format
Conclusion
Statement of eagerness to continue relationship or complete project
Clear statement, if appropriate, of what step should come next

9. Types of Messages in Correspondence
Negative Messages
Buffer the bad news, but still be clear
Follow ABC format
Abstract
Bridge between your letter and previous communication
General statement of purpose or appreciation

10. Types of Messages in Correspondence
Negative Messages
Follow ABC format
Body
Strong emphasis on what can be done
Buffered yet clear statement of what cannot be done
Facts that support your views

11. Types of Messages in Correspondence
Negative Messages
Follow ABC format
Conclusion
Closing remarks that express interest in continued association
Statement, if appropriate, of what will happen next

12. Types of Messages in Correspondence
Neutral Messages
Be absolutely clear about your inquiry or response
Follow ABC format
Abstract
Bridge or transition between letter and previous communication, if any
Precise purpose of letter

13. Types of Messages in Correspondence
Neutral Messages
Follow ABC format
Body
Details that support the purpose statement
Description of item requested
Requirements related to invitation
Description of item being sent

14. Types of Messages in Correspondence
Neutral Messages
Follow ABC format
Conclusion
statement of appreciation
description of actions that should occur next

15. Types of Messages in Correspondence
Persuasive Messages
Follow ABC format
Abstract
Focus on how the information will help the reader
Body
Clear explanation of steps to be taken
Emphasis on benefit to the reader
Reference to any attachments

16. Types of Messages in Correspondence
Persuasive Messages
Follow ABC format
Conclusion
Statement of what will happen next
Offer of further explanation or future contact

17. Letters
Letters are to your clients and vendors what memos are to your colleagues
Professional tone
Action oriented

18. Specific Guidelines for Memos
Memoranda
Be clear, brief, and tactful
Follow ABC format
Abstract
Clear statement of memo’s purpose
Outline of main parts of memo

19. Specific Guidelines for Memos
Memoranda
Follow ABC format
Body
Supporting points, with strong points at beginning and/or end
Frequent use of short paragraphs or listed items
Absolute clarity about how memo relates to reader
Tactful presentation of any negative news
Reference to attachments, when additional detail is required

20. Specific Guidelines for Memos
Memoranda
Follow ABC format
Conclusion
Clear statement of what step should occur next
Another effort to retain goodwill and cooperation of readers

21.
Guidelines for
Appropriate Use and Style of

22. E-Mail Guidelines for E-mail
Use style appropriate to the reader and subject
Be sure your message indicates the context to which it applies
Choose the most appropriate method for replying to a message
Format your message carefully

23. E-Mail Guidelines for E-Mail Chunk information for easy scanning
Give readers a method to abstain from receiving future notices
Suppress the addresses of recipients
When writing an important message, consider composing on your word processor

24. E-Mail Follow ABC Format Abstract Casual, friendly greeting
Short, clear statement of purpose
List of main topics

25. E-Mail Follow ABC Format Body
Supporting information for points mentioned in abstract
Use of short paragraphs
Use of headings and lists
Use abbreviations and jargon only when understood by reader

26. E-Mail Follow ABC Format Conclusion Summary of main point
Clarity about action that comes next

27. Appropriate Use and Style of E-Mail
Is Not Private
Should Be Written Carefully
Style May Be Informal
Don’t Send Too Quickly

28. Memoranda Versus E-Mail
Send a memo if
The document is longer than can be viewed on a computer screen
The document includes special characters
The document includes graphics
The document will be posted in print form
The document contains sensitive information