Harty Part 3

Overview: There are basically two types of business correspondence: the letter and the memo (external and internal). They communicate all sorts of things such as policies, decisions, and they send/request information. Of course they need to be effective and clear. E-mail has a added a new dimension to communication that is both positive and negative. You can reach a much larger audience with your message, but if you make a mistake it will also be seen by a much larger audience.

This chapter is geared to 1)save your readers time 2)help you say "no" in a positive way and 3)improve your electronic communication

David V. Lewis - Getting Results

For some perspective, the average employee writers more in a year than a professional writer. Also, nearly all letters could be considered as public relations.

Write for them, not to them
-be reader-oriented and not writer-oriented
-focus on the benefits for the reader
- people often think "what's in this for me?"
Personalize your letter
-Be conversational, friendly, and informal
-Don't use academic talk (you are not proving you are learned)
-there is power in pronouns
-- switch me/I to you/yours
Mastering Tone (Personality)
-rejection letters are tough (writing and reading)
--soften the blow with your tone (phrasing - don't use negative words)
-NY Life exec. explains that candor is key
--people are more accepting if they think you are being honest
How to write more like you talk
-why? because you can say the same thing in less space and without the fuss
-objections? conversation will turn writing into rambling and incoherency
-however, writing naturally takes more restraint and more time (plus you get to edit)
-use contractions
-think "How would I say this if I were talking to the person?"

Allan Glatthorn - Bad News

A successful manager is people sensitive. Still, there is no such thing as good bad news. If at all possible it is better to deliver bad news in person. The point of writing may only be for record keeping purposes. Honesty is highly valued in these situations.

INDIRECT
-bury the bad in the middle and attempt to cushion the reader
-Formula = Thanks+Because+Sorry+Thanks
--start with something positive that shows appreciation to the person
--then give the reasons (appeal to their logos)
--deliver the bad news but give alternatives
--finish with some more appreciation

DIRECT
-get straight to the point
-this is for readers that expect you to be upfront, and also when trying to end all transactions
-Formula = Thanks+Sorry+Because+Thanks
--start with at least a courteous address if not an appreciative phrase (dont be rude)
--Quickly get to the bad news (get the message across)
--then give the explanation
--finish with more appreciation but close it

Harold K. Mintz - Better Memos

For perspective, the Gettysburg Address would be one page and the Declaration of Independence only two pages in memo form. Memos are usually internal documents meant for information and record keeping. They can be an effective replacement of personal contact if you have trouble reaching someone of wish to avoid them. The main tips to effective memos are clarity and brevity.

Format
-to and from
-Subject line (should be ten words or less and is the most important part)
-text (use headings and spacing)

Don't use too often!

Fielden and Dulek - Bottom-Line Writing

For perspective, some companies demand reports that would be able to fit on a 3x5 card. The general consensus is be brief. However, the authors here suggest to efficient organization. There is a tendency for writers to put their purpose last, when it should really be first. Brevity should be related to time of comprehension and not just to word count. This is where Direct Writing (or Bottom-Line Writing) comes into play. The goal is to state your purpose as quickly and easily as possible. This does not completely disregard the necessity for sensitivity in situation, such as bad news, that require it.

People seem to be opposed to this method of writing because they have been so ingrained with indirect ways. Indirect writing is a way of attempting to please and/or allude responsibility. I think Direct Writing has already planted its roots. I remember talking about it in High School courses (not so much in english). Also, as far as the Credo goes, it seems that it would waste more time going back and checking it each time.

Janis Chan - Email

With e-mail the reader is often unknown so it is often the first impression (I guess this is with more letters though). It will quickly tell them if you are serious, knowledgeable, and attentive. The goal is to appear professional.

use active language
-passive language lengthens and confuses the writing
use plain language
-don't use academic talk
use specific language
-give a date instead of using a phrase like "in a timely manner"

Grammar Lesson
-Modifiers are often misplaced (moving "almost" before or after a word can completely change the meaning)
-use complete sentences
--Word corrects this sort of thing
--I love using them in outlines
-Consider sentence lenght
--shouldn't be too long or too short (try to vary)
-subject verb agreement in number (plural and singular)
-Are you using I or Me?
--Pronouns should have a clear reference
--use gender neutral pronouns (can replace he or she with them or their)
-Don't forget about punctuation
--commas are the most misused of all

Grammar is an evolving thing. The rules are based on what we find acceptable. Remember, the goal is to be professional.