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Understanding the Writing Process and the Main Forms of Business Messages

Understanding the Writing Process and the Main Forms of Business Messages

two

“As people move up, they write more critical documents.”

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Overview

• The Writing Process• The Main Types of Business Messages– Letters– Memorandums– Email – Text messaging– Instant messaging

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The Writing Process:The Three Main Stages

Planning• Gathering and

collecting information

• Analyzing and organizing the information

• Choosing a form, channel, and format

Drafting•Avoid perfectionism

•Keep going•Use any other strategies that you find helpful

Revising•Revision

•Editing•Proofreading

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The Writing Process:Planning Activities

• Gathering and collecting information• Analyzing and organizing the information• Choosing a form, channel, and format

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The Writing Process:Planning the Form

• Avoid a daunting-looking document• Use formatting devices to enhance readability

and comprehension, such as . . .– White space– Headings– Typographical emphasis (boldface, etc.)– Bulleted lists– Diagrams and pictures

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The Writing Process:Drafting Tips

• Avoid perfectionism (“satisfice”)• Keep going• Use any other strategies that you find helpful

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The Writing Process:Revising in Stages

• Revision• Editing• Proofreading

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Letters

• The oldest form of business messages• Usually for external readers• Usually relatively formal• Has standardized components/forms

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Memorandums (Memos)

• Usually for internal communication• Fast being replaced by email• Typically have a distinctive form:– Date, To, From Subject– Sometimes Department, Territory, Store Number,

Copies to

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Techniques for Writing Memos• Make short, simple memos informal, like

short, simple email messages.• For longer, more formal messages, follow the

advice in Chapters 5-7.• Remember that you can use memo format for

reports as well (especially the shorter forms).• Write them in direct order unless they are on

sensitive topics.

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Email: AdvantagesEliminates telephone tag

Saves time

Speeds up decision making

Cheap

Provides a written record

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Email: Disadvantages

Not confidential

No authoritative signature

Doesn’t show emotion

May be ignored

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Structure of Email (1 of 3)

• Standardized elements– To– Cc– Bcc– Subject– Attachments– Message

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Structure of Email (2 of 3)

• The beginning– Name of recipient (first name if acquainted)– Generic greeting sometimes used (“Greetings”)– Letter salutations rarely used– Purpose, company sometimes useful

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Structure of Email (3 of 3)

• Message organization– As a general rule, most important information

first, with the rest in descending order.– More complex messages organized by the plans to

be studied.– Can resemble business reports.

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Five Traits of Effective Email

• Uses the appropriate level of formality• Is concise• Is clear• Is courteous• Is correct

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Formality of Email Writing

•Highly formal toHighly informal

Range

•Casual•Informal•Formal

Writing Style

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Three Levels of Formality in Email

• Casual– Example: “Hi ole buddy! Read your super

proposal. IMHO, it’s in the bank.”• Informal: – Example: “I’ve read your excellent proposal. I

predict the administrators will approve it.”• Formal: – “The proposal is excellent. The executives are

likely to approve it.”

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Conciseness in Email

• Make the sentences short—only the essentials.

• Use words economically.• Paraphrase previous messages concisely.• Quote selectively.

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Clarity in Email

• Clarity begins with your subject line.• To write a clear message, use the techniques

discussed in Chapter 4.

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Courtesy in Email

• Even amongst colleagues, courtesy is appreciated.

• Avoid “flaming” (anger displays).• Avoid sending spam (unwanted messages

that clutter people’s in-boxes)• Practice the you-viewpoint (as discussed in

Chapter 4).

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Correctness in Email

• Email’s fast pace often leads to incorrect writing.• Errors in writing distract the reader’s attention.• Error-filled writing reflects poorly on you and

your company.

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Closing the Email Message

• Usually just the writer's name is sufficient.• In more formal messages, closing statement

may be appropriate (“Thanks,” “Regards”).• Traditional letter closes (“Sincerely”)

sometimes used in formal messages.

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Using Shortcuts in Email

• Some standard shortcuts have developed (for example, BTW, FYI, FAQ, ASAP).

• Use them with caution.– Be sure their informality is appropriate for the

situation.– Be sure your reader will understand them.

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Text Messaging

• A recent form of business communication• Began as short message services (SMS) by

mobile phone users• Most carriers have websites where users can

send text messages.• Typically limited to 160 characters.

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Text Messaging Tips

• Plan carefully to keep the needed response as short as possible.

• Cover all critical information.• Keep it short.• Strive for clarity; be sure abbreviations (b4,

plz, gr8) will be understood.

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Instant Messaging

• Growing in popularity• Like a typed phone conversation• Needs to be adapted to the audience• May be monitored

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“There is no great writing, only great rewriting.”

--Louis D. BrandeisJustice of the Supreme Court, 1916-1939