Talking Points For Business and Technical Correspondence

Business and Technical Correspondence
3 forms of business and technical correspondence
(1) letter
(2) memo
(3) email

(A) Making Your Correspondence Get Results by David Lewis
(1) Write for him, not to him
(2) Personalize your letters
a. Pronouns are very effective
(3) Mastering your personality in print

The difficulty lies in making your letters sound more the way you talk without completely writing as if you were talking to the person. Personal Experience: You are more likely to get results by keeping your letters short and simple. (Especially if you are emailing to people of and in different countries) The higher ups do not have time to try to read and understand a lengthy paragraph causing them to skip the letter entirely. Making it easy for them to understand and read is essential.

(B) “I Have Some Bad News for You” by Allan Glatthorn
How to Break Bad News:
(1) Successful manager is people-sensitive, able to empathize
(2) Bad news is best delivered face to face, allowing the person to express their opinion and to make sure there is no hidden message
(3) Everyone values honesty and forthrightness

The Indirect Bad News Message
(1) THANKS – begin with positive statement
(2) BECAUSE – state reasons for rejection first
(3) SORRY – present the bad news
(4) THANKS – another expression of appreciation

Reasons for Using: You want further contact with the petitioner, you want to project the image of a caring individual, and/or because you believe the petitioner won’t be able to handle a more direct statement.

The Direct Message of Bad News
(1) THANKS – courteous expression of appreciation
(2) SORRY – move quickly to bad news (stated directly)
(3) BECAUSE – reasons come after (stated directly)
(4) THANKS – message ends courteously but the door is closed

Reasons for Using: You want to discourage any further requests from the petitioner, want to project an image of toughness and directness, and/or are addressing an individual who prefers forthrightness and equates indirectness with softness or dishonesty
(C) How to Write Better Memos by Harold Mintz
Memos are primarily used for:
(1) informing people of a problem or situation
(2) nailing down responsibility for action, and a deadline for it
(3) Establishing a file record of decisions, agreements, and policies

Organization of the Memo
Should answer three basic questions concerning its subject
(1) What are the facts?
(2) What do they mean?
(3) What do we do now?

Literary Qualities
A memo needs to be clear, brief, and relevant. Also needs to have a personal, human approach.

Format of the Memo
To and From Lines – Names and Departments
Subject – Summarize it in ten words or less
Distribution – only to people involved or interested
Text – Use applicable headings listed after the three questions under
“Organization”
Paragraphs – If numbering or lettering them helps in any way, do it
Line Spacing – Single space within paragraphs, double space between
Underlines and Capitals – Used sparingly and only to emphasize important points
Number of Pages – some companies max 1 page memo – therefore need second
or third memo to back it up
Figures and Tables – Use them, enhance impact of memos

(D) How to Use Bottom-Line Writing in Corporate Communications by John Fielden and Ronald Dulek

Comprehension is the Key
High Cost of Comprehension
Time and mistakes is money.
Programming for Inefficiency
Social Upbringing
Educational Programming
Indoctrination into Anxiety
What can I do?
Responsibility of the individual - Reject your social and educational
programming
Learn to write efficiently and organize your messages to make it easy and
fast to comprehend
Develop self confidence to send bottom-line messages upward in nonsensitive messages
Have A/The Superior’s And Subordinate’s Credo posted on the door of each manager and subordinate respectively

(E) E-Mail: Presenting a Professional Image by Janis Fisher Chan
For A Seamless Style: Use language that communicates clearly, accurately, and
Concisely
Use Active Language
Use Plain English
Avoid Inflated Language
Cut Out the Clutter: Eliminate Unnecessary Words
Use only one word for a one-word idea
Avoid unnecessary repetition
Use specific Language
Strengthen Those Sentences: Use Short, Simple, Focused Sentences and Good
Grammar
Watch Those Modifiers
…Use Complete Sentences
Keep Sentences Short, Simple, and Focused
Avoid Choppy Sentences
Make Sure That Subjects and Verbs Agree
…Use Pronouns Correctly
…Use Gender-Neutral Language
Use plural instead of singular pronouns
Eliminate the pronoun altogether
Speak directly to your reader
Structure the sentence so you can use “who”
..Punctuate Properly: Use Commas, Semicolons, and Other Punctuation
Marks to Help Convey Your Message
Pointers for Using Commas
Avoid comma splices
Don’t set off essential information with commas
Don’t use a comma to separate a group of words form the
subject of the sentence
As a rule, use a comma after an introductory clause
Pointers for Using Semicolons
Two Primary Uses
Join two closely related independent clauses
To separate elements in a series that already
contains commas
Pointers for Using Apostrophes
Apostrophes used to signify ownership
Apostrophes that replace the missing letter in contractions
Pointers for Using Dashes and Parentheses
Make writing more expressive