Chapter 7
Writing Memos, E-mail, and Letters
Copyright 2010 South-Western Cengage Learning

Section 7.1
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 A written message that deals with business matters
 Memos and e-mails
 Letters
 Other documents
7.1 Business Correspondence
© Comstock Images / Jupiter Images
E-mail can be sent and received on a PDA.
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Memos
 Keyed in word processing software, printed, and sent to receiver
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By interoffice mail
By US Mail
E-mail
 Keyed in email software, sent electronically to receiver
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By computer
By cell phones
By handheld computers
 Used more often than memos
Documents most commonly written for use
WITHIN an organization
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 Document used to send a written message to someone outside an organization
 Used to send formal written messages to employees or members within an organization
 Printed on high quality stationery
 Includes letterhead either preprinted or printed as part of a document file
 Company name, address, phone number
 Logo, fax number, Web site address, email address
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 Agenda
 Sent to let people know topics to be discussed at a meeting
 Minutes
 Sent after a meeting to summarize meeting discussions
 Invoice
 A bill for items or services purchased from a company
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 Provide a record
 Advise, direct, or state a policy
 Inform
 Request information or reply to requests
 Persuade
 Promote goodwill
7.1 Business Correspondence 8

 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 9

Section 7.2
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 Heading lines
 To line
 From line
 Date line
 Subject line
 Body
7.2 Memos 11

 Notations
 Reference initials
 Attachment or enclosure notations
 Copy or blind copy notations
 Second page headings
 Memo templates
7.2 Memos 12

 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.
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Section 7.3
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 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 15

 Work-friendly features
 Address book
 Signature file
 Attachment
 Draft
 Reply and reply all
 Forward
 Priority
 Return receipt
7.3 E-mail and Instant Messaging 16

 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 17

 IM basics
 Buddy, contacts, or friends list
 Chat window
 Worker-friendly IM features
7.3 E-mail and Instant Messaging 18

 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 19

Section 7.4
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 Standard parts
 Date
 Letter address
 Salutation
 Body
 Complimentary close
 Writer’s name and title
 Reference initials
7.4 Letters 21

 Optional letter parts
 Attention line
 Reference line
 Subject line
 Postscript
7.4 Letters 22

 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 23

 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 24

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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