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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.

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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.

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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.

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Most letters include six elements:

• heading

• inside address

• salutation

• body

• complimentary close

• signature

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• attention line

• subject line

• header for second and subsequent pages

• enclosure line

• copy line

Some letters include additional elements:

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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:

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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.

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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.

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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:

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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

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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.

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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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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