Business
Communication
Chapter 7
Writing Memos, E-mail, and Letters
Copyright 2010 South-Western Cengage Learning
Types of Business Correspondence
 Memos and e-mails
 Letters
 Other documents
© Comstock Images / Jupiter Images
E-mail can be sent and received on a PDA.
7.1 Business Correspondence
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Purposes for Correspondence
 Provide a record
 Advise, direct, or state a policy
 Inform
 Request information or reply to requests
 Persuade
 Promote goodwill
7.1 Business Correspondence
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Planning and Organizing Messages
 Planning messages
 Identify the objective
 Determine the main idea
 Choose supporting details
 Adjust the message for the receiver
 Organizing messages
 Direct order
 Indirect order
7.1 Business Correspondence
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Writing Memos
 Heading lines
 To line
 From line
 Date line
 Subject line
 Body
7.2 Memos
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Writing Memos
 Notations
 Reference initials
 Attachment or
enclosure notations
 Copy or blind copy
notations
 Second page headings
 Memo templates
7.2 Memos
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Editing and Publishing Memos
 Edit the memo carefully
 Check for the 5 Cs
 Proofread the final draft
 Publish by interoffice
mail or U.S. Mail
© Digital Vision / Getty Images
Check each memo carefully before sending it.
7.2 Memos
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E-mail
 Parts of an e-mail message
 To line
 Cc and bcc lines
 From line
 Date line
 Subject line
 Body
7.3 E-mail and Instant Messaging
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E-mail
 Work-friendly features
 Address book
 Signature file
 Attachment
 Draft
 Reply and reply all
 Forward
 Priority
 Return receipt
7.3 E-mail and Instant Messaging
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E-mail Netiquette
 Assign a high priority only when truly needed
 Ask for approval before sending a large attachment
 Do not send confidential or sensitive information
 Do not use all capital letters
 Do not send flames—angry or insulting messages
 Do not send spam
 Do not use emoticons in business e-mails
 Use correct grammar, spelling, and punctuation
7.3 E-mail and Instant Messaging
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Instant Messaging
 IM basics
 Buddy, contacts, or
friends list
 Chat window
 Worker-friendly IM
features
7.3 E-mail and Instant Messaging
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IM Netiquette
 Do not use all capital letters
 Remember that other users may have slower systems
 Do not send confidential or sensitive information
 Be brief
 Use status options
 Use an appropriate level of formality
 Do not leave other people waiting for your response
 Learn about and use the security features
7.3 E-mail and Instant Messaging
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Writing Letters
 Standard parts
 Date
 Letter address
 Salutation
 Body
 Complimentary close
 Writer’s name and title
 Reference initials
7.4 Letters
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Writing Letters
 Optional letter parts
 Attention line
 Reference line
 Subject line
 Postscript
7.4 Letters
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Editing and Publishing Letters
 Business letter formats
 Block format
 Modified block format
 Business envelopes
 Address format
 Envelope feature
 Folding letters
MR JIAN WANG
49 RED CANYON ROAD
BISBEE AZ 85603-1890
The U.S. Postal Service recommends using
all capitals in the envelope address.
7.4 Letters
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Using Mail Merge
 Available on many word processing programs
 Allows users to create mailings efficiently
 Main document
 Data source
 Field codes
 Merged documents
A wizard makes using mail merge simple.
2.1 Diversity at Work
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Vocabulary
attachment notation
blind copy notation
body
contacts list
copy notation
e-mail
emoticon
enclosure notation
flame
instant messaging (IM)
invoice
letter
memo
mixed punctuation
netiquette
open punctuation
postscript
reference initials
spam
subject line
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