- email has recently been added: it has a myriad of issues that are still largely unsolved. The ease with which it can be transmitted has led some writers to become more casual (and sometimes careless and sloppy).
- letters or memos announce or reaffirm policies, confirm decisions and conversations, and send or request information
There is nothing wrong with form letters or memos, as long as they are appropriate to the given writing situation. The danger with them is that they can become a crutch that writers depend on in situations when they are inappropriate.
- a process approach will help determine when they are appropriate.
Making your correspondence get results: many progressive organizations train key people in the writing of readable, result-getting letters.
- each of us is basically interested in himself or herself: the best way to persuade your readers to your point of view is to show them that it will be worth their while to do so.
- the most powerful letters appeal to basic needs and emotions rather than to purely logical reasons.
- clear, to-the-point letters, written in mostly conversational language is being called for.
- orient the letter to the reader!
- Talking point: there are two letters on page 122. one is the less personal and "wrong" way and one is more personal and "right". but do you sacrifice concise writing for personal appeal??
- tone requirements vary from person to person and from one situation to another.
- "At best, writing is a poor substitute for talking. But the closer our writing comes to conversation, the better our exchange of ideas will be." p. 125
- contractions can make your writing more conversational; appropriate usage depends on how the contraction makes the sentence sound when it is read aloud.
"I have some bad news for you"
- Three guidelines: the successful manager is people-sensitive and able to emphasize with others, remember that bad news is best delivered face to face, remember that everyone values honesty and forthrightness, especially when being disappointed.
- indirect message of bad news uses the soft and gentle approach-buries the bad news in the middle of the letter or memo surrounded by positive expressions of appreciation: THANKS...BECAUSE...SORRY...THANKS.
- Talking point: is it worth sugarcoating a disappointing message from the writer's point of view? what about from the reader's? would it be better to just get it over with?
- the direct message is still courteous but gets right to the point and does not try to bury the bad news. THANKS...SORRY...BECAUSE...THANKS.
How to write better memos
- primary functions: informing people, nailing down responsibility and deadlines, establishing a record
- secondary functions: serving as a basis for formal reports, helping to bring people up-to-date, replacing personal contact, handling people who ignore your oral directions.
- a memo should answer three questions: what are the facts? what do they mean? what do we do now?
- parts of a memo: summary, conclusions and recommendations, introduction, statement of problem, proposed solution, and discussion.
- be understandable and brief, but not brusque, and get to the point. have personal, human approach, a well written memo should reflect diplomacy or political savvy.
- avoid writing memos that baffle people and avoid memo-itis.
- talking point: do we have email-itis?
How to use bottom-line writing in corporate communications:
- length of communication doesn't cause problems in corporate writing. a lack of efficiency in the organizational pattern used in these communications does.
- people organize messages backwards, putting their real purpose last. but people read frontwards and need to know the writer's purpose immediately.
- concern about the waste of productivity involved in such inefficient communications
- present information in order of its importance to the reader
- almost every sensitive social situation reinforces the wisdom of being circuitous, of not being direct. students learn in school that it's quantity over quality.
Email: presenting a professional image:
- active language is energetic and clear, while passive language weakens your writing and can confuse readers. active language is very important when you are giving instructions.
- Pointers for using active language: put the actor before the action; say who acted, not just what was done; when giving instructions, talk directly to readers.
- use abbreviations with caution
- cut out unnecessary words and use specific language
- long sentences are very hard to read, especially on a computer screen
- pronouns that do not clearly refer to a noun or another pronoun can confuse readers.
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