other forms of technical writing email. 2 definition
TRANSCRIPT
Other Forms of Technical Writing
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DEFINITION
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I. DEFINITION
EMAIL:• internal or external
written to someone within or outside your company
• informal• written for speed
speed of writing, of delivery
• with formal attachments
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GENERAL GUIDELINES
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II. GENERAL GUIDELINES
1) PURPOSE: You should show a clear sense of purpose
Why are you writing? Purpose Statements
Purpose Statements Implied vs. Overt (announce) Letter
“As you requested yesterday, ….” Memo:
“This memorandum will….”
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II. GENERAL GUIDELINES
2) READER ANALYSIS: Know your readers’ needs Know their technical levels
Planning Form
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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
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II. GENERAL GUIDELINES
3) FORMAT: Pay attention to correct formats
Guidelines
Employ Email Etiquette
Follow company guidelines for uniformity
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II. GENERAL GUIDELINES
3) FORMAT
• Copy: usually a “send” option
CC = carbon copy Abbreviation + Name of person/s receiving
the copies
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II. GENERAL GUIDELINES
3) FORMAT
• Postscripts: last item (used but occasionally) PS or P.S.
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II. GENERAL GUIDELINES
4) ABC Format:
• ABSTRACT• BODY• CONCLUSION
(see the “Specific Guidelines” below)
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II. GENERAL GUIDELINES
5) 3 C’s STRATEGY of PERSUASION:
• CAPTURE• CONVINCE• CONTROL
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II. GENERAL 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
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II. GENERAL 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
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II. GENERAL 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
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II. GENERAL 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”
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II. GENERAL GUIDELINES
7) ATTACHMENTS:
• Email = brief Detail = in the attachment
keeps the focus on the main point/message doesn’t distract, avoids clutter details = for future reference
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II. GENERAL GUIDELINES
8) DIPLOMACY:
• Be tactful 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
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II. GENERAL GUIDELINES
9) EDIT-PROOFREAD:
• Errors = obvious in short pieces
• Grammar – missing or improper punctuation faulty subject-verb agreement faulty pronoun-reference agreement
“sexist” language
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II. GENERAL GUIDELINES
9) EDIT-PROOFREAD:
• Mechanics – spelling errors old or wrong address wrong title, job title
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II. GENERAL 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”
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II. GENERAL 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
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SPECIFIC GUIDELINES
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III. SPECIFIC GUIDELINES
1) APPROPRIATE USE of EMAIL:
Don’t send too quickly
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III. SPECIFIC GUIDELINES
1) APPROPRIATE USE of EMAIL:
• (advantages) speed receipt confirmation quick reply cheap to use cheap to send multiple copies & attachments saves time less formal
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III. SPECIFIC GUIDELINES
1) APPROPRIATE USE of EMAIL:
• (disadvantages) not private less formal
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III. SPECIFIC GUIDELINES
2) ABC Format for EMAIL :
• ABC Abstract –
casual, friendly greeting if justified by your relationship
introduction of your purpose Purpose Statement short, clear
summary of your main points list of main topics covered
1-2 small paragraphs
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III. SPECIFIC GUIDELINES
2) ABC Format for EMAIL :
• ABC Body –
supporting data short paragraphs, with deduction
main point = 1st
headings & lists abbreviations & jargon
ONLY when understood by ALL readers
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III. SPECIFIC GUIDELINES
2) ABC Format for EMAIL :
• ABC Body –
lists to break-up the text headings to break-up the text, divide info personal names
names of readers paragraphs = Deduction
General Specific main point = 1st
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III. SPECIFIC GUIDELINES
2) ABC Format for EMAIL :
• ABC Conclusion –
summary of main point summary of your main idea, purpose
clear statement of what will happen next Reader Analysis and Firsts & Lasts
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III. SPECIFIC GUIDELINES
3) Standard “MEMO” Format:• date, to, from, subject
4) One Main Subject:• one main subject per email• state clearly, concisely, specifically• in the Subject Line• describe the point in the Body
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III. SPECIFIC GUIDELINES
5) Positive Conversational Style:• use “good taste”• fragments & slang = permissible
IF they are in good taste
• watch your tone not angry, negative constructive exchanges only
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III. SPECIFIC GUIDELINES
6) Message = Context:• Why are you writing?• if in reply
“send with receipt” or with a copy of the original also, summarize the original
7) Appropriate Method of Reply:• reply to short message: at the start• reply to long, complex message:
one point at a time (headings)
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III. SPECIFIC GUIDELINES
8) Careful Format:
(page design)• headings• bulleted lists• white space• separators
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III. SPECIFIC GUIDELINES
9) Chunk Information:• break into digestible, coherent chunks• one specific topic• topic, time, date, location, prerequisites,
details
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III. SPECIFIC GUIDELINES
10) Include Ways to Unsubscribe (groups):• give recipients a way of abstaining from
future notices• show consideration
11) Suppress Recipients’ Addresses (groups):• use “bcc” (Blind Copy) line to suppress
group members’ addresses• unless the group has given permission
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III. SPECIFIC GUIDELINES
12) Compose in Word Processor:• check spelling & other mechanics• “cut & paste” when you’re done
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SUMMARY
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IV. SUMMARY
• Make wise use of ATTACHMENTS 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”
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IV. SUMMARY
• Follow the ABC Format Abstract Body Conclusion
• Plus the 3 C’s Strategy of Persuasion Capture Convince Control
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IV. SUMMARY
• Have a clear PURPOSE & ORGANIZATION Purpose Statements ABC & #3 C’s Planning Forms
• Astutely employ PAGE DESIGN elements Headings Lists
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IV. SUMMARY
• Specific Guidelines1) Appropriately Use Email2) Follow the ABC Format for EMAIL3) Employ Standard “MEMO” Format4) Have only ONE Main Subject5) Utilize a Positive Conversational Style6) Message = Context7) Choose an Appropriate Method of Reply8) Follow Careful Page Design9) Chunk Information10) Include Ways to Groups to Unsubscribe11) Suppress Group-Recipients’ Addresses12) Compose in Word Processor