Using Letters, Memos,
E-Mail, and Instant
Messages
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 1
Letters, Memos, E-Mail
and Instant Messages
• Audience
• Format
• Readability
• Strategy
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 2
Types of Communication
• Internal
– Understand the organization’s mission
– Identify potential problems
– React to changes
• External
– Cultivate an impression
– Respond to crises
– Gather information
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 3
Format Differences
• Audience
– Internal
– External
• Types of messages
– Letters
– Memos
– E-mail
– Instant messages
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 4
Format for Business Letters
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Letterhead stationery
Date
Inside address
Salutation
The message
Complimentary close
Signature block
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 5
Format for Memos
• Memo title
• Headings
• The message
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 6
Format for E-Mail
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Headings
Salutation
The message
Complimentary close
Signature block
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 7
Instant Messaging
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Replace in-person meetings
Replace phone calls
Supplement online meetings
Interact with customers
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 8
Advantages of Instant
Messages
• Rapid response
• Reduced costs
• Conversational aspects
• Wide availability
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 9
Improving Readability
in Short Messages
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Vary sentence length
Shorten paragraphs
Use lists and bullets
Add headings and subheadings
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 10
Vary Sentence Length
• Long sentences
• Medium sentences
• Short sentences
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 11
Keep Paragraphs Short
• Length
• Format
• Transitions
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 12
Using Lists and Bullets
• Sequence your ideas
• Boost visual impact
• Highlight key points
• Simplify complex subjects
• Help readers skim the text
• Use parallel structure
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 13
Headings and Sub-Headings
• Types of headings
– Informative
– Descriptive
• Functions of headings
– Organization
– Attention
– Connection
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 14
E-Mail Readability
• Subject lines
• Easy-to-follow messages
• Personalized messages
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 15
E-Mail Etiquette
• Practice courtesy
• Send brief e-mail
• Compose carefully
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 16
Practice E-Mail Courtesy
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Compose offline
Know the audience
Clarify time zones
Avoid flaming
© Prentice Hall, 2005
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Limit messages
Respect cultures
Observe schedules
Prioritize with care
Business Communication Essentials
Chapter 6 - 17
Send Brief E-Mail
• Narrow scope
• Short messages
• Concise statements
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 18
Compose Carefully
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Reply with care
Understand “cc” and “bcc” fields
Slow down
Reread the message
Edit e-mail messages
Understand e-mail permanence
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 19
Categories of Messages
• Routine, good-news, goodwill
• Bad-news
• Persuasive
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 20
Reviewing Key Points
• Writing letters, memos, emails, and
instant messages
• Improving short business messages
• Writing effective email messages
• Understanding brief messages
© Prentice Hall, 2005
Business Communication Essentials
Chapter 6 - 21