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Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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The process of writingcorrespondence includes eight steps:

• Analyze your audience.• Analyze your purpose.• Gather information about your subject.• Choose a type of correspondence.• Draft the correspondence.• Format the correspondence.• Revise, edit, and proofread the

correspondence.• Send the correspondence.

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Select the appropriate application:• Letters are the most formal and most

appropriate for communicating with people outside your organization.

• Memos are moderately formal and appropriate for people in your organization.

• E-mail is best for quick, relatively informal communication.

• Microblog posts (Twitter tweets, Facebook status updates) can be useful for informal questions or statements addressed to a group.

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Use these five principlesto present yourself effectively:

• Use the appropriate level of formality.• Communicate correctly.• Project the “you attitude.”• Avoid correspondence clichés.• Communicate honestly.

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Most letters include six elements:

• heading

• inside address

• salutation

• body

• complimentary close

• signature

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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• attention line

• subject line

• header for second and subsequent pages

• enclosure line

• copy line

Some letters include additional elements:

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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• modified block

• full block

Most letters use one of two formats:

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• inquiry

• response to inquiry

• claim

• adjustment

Four types of letters are common:

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• Explain who you are and why you are writing.

• Make your questions precise and clear.

• Indicate your schedule.

• Politely request a response.

• Offer something in return.

• Always write a thank-you note to the person who has responded to your inquiry letter.

Use this strategy whenwriting an inquiry letter:

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Use this strategy whenresponding to an inquiry letter:

• Answer the questions if you can.• If you cannot answer the questions, explain the

reasons and offer to assist with other requests.• Include additional information, if appropriate.

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Use this strategywhen writing a claim letter:

• Use a professional tone.• Clearly identify the product or service you are

writing about.• Explain the problem and include persuasive

details.• Propose a solution.

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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• Meet the customer on neutral ground.

• Summarize the facts as you see them.

• Explain why you are unable to fulfill the request.

• Create goodwill.

Use this strategy whenwriting a bad-news adjustment letter:

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Use these five elementsto organize most memos:

• a specific subject line• a clear statement of purpose• a brief summary• informative headings• a prominent recommendation

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Follow these eight netiquetteguidelines when writing e-mail:

• Stick to business.• Don’t waste bandwidth.• Use appropriate formality.• Write correctly.• Don’t flame.

Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Follow these eight netiquetteguidelines when writing e-mail (cont.):

• Make your message easy on the eyes.• Don’t forward a message to an online

discussion forum without the writer’s permission.

• Don’t send a message unless you have something to say.

Remember three thingswhen writing microblogs:

• You are creating an archived communication that reflects on you and your organization.

• Anything you write is subject to the same laws and regulations that pertain to all other kinds of documents.

• The best way to understand your responsibilities is to study your organization’s guidelines.

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Chapter 14. Writing Correspondence © 2012 by Bedford/St. Martin's

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Consider three factors whenwriting to intercultural readers:

• the cultural practices of your readers• the language use and tone preferred by your

readers• the application choice and use preferred by

your readers