For Office Procedures class to show how to create business correspondence

1. BUSINESS CORRESPONDENCE CH. 4, TOPIC 2

2. PREPARING EFFECTIVE DOCUMENTS Five traits of effective documents 5 C’s of business writing Clear Concise Courteous Complete Correct Planned well and prepared carefully

3. PREPARING EFFECTIVE DOCUMENTS, CONT’D Preparing a document includes three stages: A rough draft is written Revised or edited as needed Proofread and corrected for final presentation Drafting – stage one Purpose Written to inform, persuade or describe Clear understanding of why writing the document Message Tone (writing style, manner) as important as content

4. PREPARING EFFECTIVE DOCUMENTS, CONT’D Points to keep in mind Prepare an outline Focus on the reader – the “you” approach Give message a positive tone Avoid negative words Always be courteous Audience Know certain things about the reader Is the document external or internal distribution

5. PREPARING EFFECTIVE DOCUMENTS, CONT’D Response How will reader use this document make a decision Gain information State message and response clearly Revising and Editing – stage two Process of making changes to refine the document Primary purpose of editing is to make certain the message is accurate and says what the writer intends

6. PREPARING EFFECTIVE DOCUMENTS, CONT’D Editing is polishing by making changes in response to these questions: Improve word choice? Transitions smooth, flowing logically? Should points order be changed? Inconsistencies in writing to be corrected? Standard proofreaders’ marks are used for editing changes that are understood by others (see p. 131 in text)

7. PREPARING EFFECTIVE DOCUMENTS, CONT’D Proofreading – stage three Careful, overall check of the document Verify changes in editing phase made correctly Check numbers/unusual spellings in original documents Use spell checker, then complete manual proofreading Spelling feature limited in identifying errors (“there” or “their” will not be detected)

8. Message Types Positive or Neutral Messages Reader not disappointed with a positive(good news or agreement) or neutral(simply relays facts – neither positive or negative) message Examples: Placing or confirming orders Placing request for information Filling or extending request for credit

9. Message Types Negative messages Involves refusal or message disappointing or upsetting to the reader Keep reader’s goodwill (friendly feeling or attitude) Examples of negative messages Refusing a request for an adjustment, credit Canceling a service Reporting unfavorable results Use indirect approach Begin with neutral statement

10. Message Types Persuasive messages (designed to convince reader) Influence reader to take desired action Sales letters, collection letters and donation letters require persuasive messages Collection letters require stages of persuasion Strong reminder stage Inquiry stage Urgency stage

11. Business Letters Written message to a person or an organization Usually written to someone outside of the company As letter writer, you are the company’s representative Your letter helps reader form an opinion about the company

12. Business Letters Reasons for writing business letters are: Requesting information or an action Giving information or fulfilling a request Being courteous or maintaining goodwill Explaining or stating a position Selling goods or services Presentation of business letters Primary purpose is to convey a message

13. Business Letters, cont’d Good first impression characteristics of a business letter Margins and spacing pleasing to the eye Each letter part correctly placed within the letter Appropriate stationery is used No obvious errors Print is neat and clear No smudges or fingerprints Make your letter as attractive as possible

14. Business Letters, cont’d Letter parts Follow a standard protocol (generally accepted customs or rules) Those who receive business letters expect to see them using certain letter parts Standard letter parts Printed letterhead Date Letter address salutation

15. Business Letters, cont’d Body Complimentary close Signature, printed name, and title Optional letter parts Mailing notations Attention line Subject line Enclosure notation Separate cover notation Copy notation Postscript Reference initials Multiple-page heading

16. Business Letters, cont’d If more than one page required Heading Name of addressee Word “page” Page number Letter date Business letter formats (arrangement or layout, as of text on the page) Using standard format increases efficiency for writer and recipient

17. Business Letters, cont’d Block All lines begin at left margin Paragraphs are NOT indented Modified Date, complimentary close and signature block (writer’s signature, typed name, and title) begin at horizontal center of page First line of paragraph may be indented

18. Business Letters, cont’d Punctuation styles Open No punctuation used after the salutation or the complimentary close Mixed Colon placed after salutation Comma placed after the complimentary close

19. Business Letters, cont’d Repetitive letters Letters used over and over again Same letter sent to hundreds of different readers Standard text is called “boilerplate text” Custom text is called “variables” Special word processing feature called “mail merge” will allow writer to combine standard and variable text automatically

20. Envelopes Most letters sent outside the company Require an envelope for mailing Reader forms opinion of document when viewing the envelope Envelope must be of proper size and material acceptable to the USPS (United States Postal Service) Envelopes include the following information: Recipient’s name and address Sender’s return address Special addressee notation Special mailing notation

21. Envelopes, cont’d USPS format Use all capital letters in the address Omit punctuation except for hyphen in zip code No numbers or attention line should appear at top of address Special mailing notation below the stamp area Special addressee notation (ex. Confidential) below the return address

22. Memos Informal document used within an organization More formally called a memorandum Useful for giving same information to several people Can give instructions or explain procedures Can be created using a memo template or wizard in word processing software Standard parts of a memo Heading (TO, FROM, DATE, SUBJECT) Body Optional parts Copy notation Enclosure notation

23. Memos, cont’d If recipient nearby, can be placed in person’s inbasket or mailbox If different location, sent in an interoffice envelope If confidential, place in envelope and mark Confidential If prepared well, recipient forms a positive image of you as an employee

24. Email Message sent electronically Users connected to internet send and receive messages all over the world Workers use email for routine messages with people inside and outside of the company Email is appropriate for short, informal correspondence Files containing more information may be attached

25. Email, cont’d Inexpensive, fast and easy to use However, emails are recorded (they may be viewed by people other than the original recipient) May be read by employer or coworkers NEVER write an email message that you would not want other employees or your supervisor to read

26. Email, cont’d Addresses Be careful when recording an email address Case sensitive If written incorrectly, will not be delivered to the intended address Features Headings Section for the body

27. Improving Communications in Organizations Memos and email most commonly used written messages within an organization Memos should be used to provide confidential information Email appropriate for many short, in-house messages Both should be written clearly and concisely

28. Improving Communications in Organizations Guidelines for improving memo and email messages Keep message short Use a descriptive subject line Follow a logical sequence in presenting information Write using a positive tone When communicating online, observe proper netiquette (guidelines for proper online behavior) Honor others’ rights of privacy

29. Desktop Publishing Product brochures, newsletters, and flyers use a unique format and design different from business letters They use fancy fonts (style of design for type characters) They use graphics (clipart, photos or other images)

30. Desktop Publishing Guidelines Use consistency in design Use ample “white space” (area of page with no text) Create pleasing balance of elements (headings, body text, images) Create contrast in design by placing different objects next to each other Include artwork or photos relevant to the message Use fonts that are easy to read Use all capitals sparingly Avoid widow lines (lines left alone) Avoid large horizontal spaces between words