Technical Communication
Fundamentals
Chapter 4 Letters, Memos,
and Electronic Correspondence
William Sanborn Pfeiffer
Kaye Adkins
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
1
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Letters, Memos, and Electronic
Correspondence
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General Guidelines for
Correspondence
Letters
Memoranda
Email
Memoranda versus Email
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
2
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
General Guidelines for Correspondence
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Know Your Purpose
Know Your Readers
Follow Correct Format
Follow the ABC Format for All
Correspondence
Use the 3Cs Strategy for Persuasive
Messages
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
3
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
General Guidelines for Correspondence
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Stress the “You” Attitude
Use Attachments for Details
Be Diplomatic
Edit Carefully
Respond Quickly
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
4
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Positive Correspondence
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ABC Format for Positive Correspondence
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Abstract
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Bridge between this letter and last communication
with person
Clear statement of good news
Body
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supporting data for main point mentioned in abstract
clarification of any questions reader may have
qualification, if any, of good news
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
5
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Positive Correspondence
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ABC Format for Positive Correspondence
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Conclusion
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statement of eagerness to continue relationship or
complete project
clear statement, if appropriate, of what step should
come next
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
6
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Negative Correspondence
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Buffer the bad news, but still be clear
ABC Format for Negative Correspondence
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Abstract
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bridge between your letter and previous communication
general statement of purpose or appreciation
Body
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strong emphasis on what can be done
buffered yet clear statement of what cannot be done
facts that support your views
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
7
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Negative Correspondence

ABC Format for Negative Correspondence
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Conclusion
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closing remarks that express interest in continued
association
statement, if appropriate, of what will happen next
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
8
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Neutral Correspondence
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Be absolutely clear about your inquiry or
response
ABC Format for Neutral Correspondence
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Abstract
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bridge or transition between letter and previous
communication, if any
precise purpose of letter
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
9
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Neutral Correspondence
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ABC Format for Neutral Corresondence
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Body
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details that support the purpose statement
description of item requested
requirements related to invitation
description of item being sent
Conclusion
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statement of appreciation
description of actions that should occur next
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
10
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Letters
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Sent from one organization to another
Positive, negative, or neutral
Formats
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Block
Modified block
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
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© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Letters
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Sections of letters
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Address of sender (usually in letterhead)
Date
Address of recipient
Greeting
Body
Signature
Reference to attachments/copies
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
12
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Memoranda
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Written from one member of an
organization to another member of the same
organization
Usually covers just one subject
Format
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To
From
Subject
Date
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
13
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Email
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Written to internal and external readers
Usually cover a single subject
Style is often informal
Sent and received quickly
Inexpensive
Easy, inexpensive transmission of multiple
copies to multiple readers
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
14
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Appropriate Use and Style of Email
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Email Is Not Private
Email Should Be Written Carefully
Email Style May Be Informal
Don’t Send It Too Quickly!
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
15
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Email
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Guidelines for Email
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Use Style Appropriate to the Reader and
Subject
Be Sure Your Message Indicates the Context to
Which It Applies
Choose the Most Appropriate Method for
Replying to a Message
Format Your Message Carefully
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
16
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Email
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Guidelines for Email
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Chunk Information for Easy Scanning
Give Readers a Method to Abstain from
Receiving Future Notices
Suppress the Email Addresses of Recipients
When Composing an Important Message,
Consider Composing on Your Word Processor
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
17
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Memoranda Versus Email
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Send a memo if
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The document is longer than can be viewed on a
computer screen
The document includes special characters
The document includes graphics
The document will be posted in print form
The document contains sensitive information
Technical Communication Fundamentals 1st Edition
W.S. Pfeiffer and K. Adkins
18
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.