Prof. Wozencraft ENG227

1. The process of writing
correspondence includes eight steps:
• Analyze your audience.
• Analyze your purpose.
• Gather information about your subject.
• Choose a type of correspondence.
• Draft the correspondence.
• Format the correspondence.
• Revise, edit, and proofread the
correspondence.
• Send the correspondence.
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2. Select the appropriate application:
• Letters are the most formal and most
appropriate for communicating with people
outside your organization.
• Memos are moderately formal and appropriate
for people in your organization.
• E-mail is best for quick, relatively informal
communication.
• Microblog posts (Twitter tweets, Facebook
status updates) can be useful for informal
questions or statements addressed to a group.
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3. Use these five principles
to present yourself effectively:
• Use the appropriate level of formality.
• Communicate correctly.
• Project the “you attitude.”
• Avoid correspondence clichés.
• Communicate honestly.
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4. Most letters include six elements:
• heading
• inside address
• salutation
• body
• complimentary close
• signature
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5. Some letters include additional elements:
• attention line
• subject line
• header for second and subsequent pages
• enclosure line
• copy line
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6. Most letters use one of two formats:
• modified block
• full block
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7. Four types of letters are common:
• inquiry
• response to inquiry
• claim
• adjustment
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8. Use this strategy when
writing an inquiry letter:
• Explain who you are and why you are writing.
• Make your questions precise and clear.
• Indicate your schedule.
• Politely request a response.
• Offer something in return.
• Always write a thank-you note to the person
who has responded to your inquiry letter.
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9. Use this strategy when
responding to an inquiry letter:
• Answer the questions if you can.
• If you cannot answer the questions, explain the
reasons and offer to assist with other requests.
• Include additional information, if appropriate.
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10. Use this strategy
when writing a claim letter:
• Use a professional tone.
• Clearly identify the product or service you are
writing about.
• Explain the problem and include persuasive
details.
• Propose a solution.
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11. Use this strategy when
writing a bad-news adjustment letter:
• Meet the customer on neutral ground.
• Summarize the facts as you see them.
• Explain why you are unable to fulfill the
request.
• Create goodwill.
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12. Use these five elements
to organize most memos:
• a specific subject line
• a clear statement of purpose
• a brief summary
• informative headings
• a prominent recommendation
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13. Follow these eight netiquette
guidelines when writing e-mail:
• Stick to business.
• Don’t waste bandwidth.
• Use appropriate formality.
• Write correctly.
• Don’t flame.
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14. Follow these eight netiquette
guidelines when writing e-mail (cont.):
• Make your message easy on the eyes.
• Don’t forward a message to an online
discussion forum without the writer’s
permission.
• Don’t send a message unless you have
something to say.
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15. Remember three things
when writing microblogs:
• You are creating an archived communication
that reflects on you and your organization.
• Anything you write is subject to the same laws
and regulations that pertain to all other kinds of
documents.
• The best way to understand your responsibilities
is to study your organization’s guidelines.
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16. Consider three factors when
writing to intercultural readers:
• the cultural practices of your readers
• the language use and tone preferred by your
readers
• the application choice and use preferred by
your readers
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