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Professional communication in written form requires skill and expertise. From text messages to reports, how you represent yourself with the written word counts. Writing in an online environment requires tact, skill, and an awareness that what you write may be there forever. From memos to letters, from business proposals to press releases, your written business communication represents you and your company: your goal is to make it clear, concise, and professional. Text messages and e-mails are part of our communication landscape, and skilled business communicators consider them a valuable tool to connect. Netiquette refers to etiquette, or protocols and norms for communication, on the Internet. TextingWhatever digital device you use, written communication in the form of brief messages, or texting, has become a common way to connect. It is useful for short exchanges, and is a convenient way to stay connected with others when talking on the phone would be cumbersome. Texting is not useful for long or complicated messages, and careful consideration should be given to the audience. Although texting will not be used in this class as a form of professional communication, you should be aware of several of the principles that should guide your writing in this context. When texting, always consider your audience and your company, and choose words, terms, or abbreviations that will deliver your message appropriately and effectively. Tips for effective business texting
E-mail is familiar to most students and workers. It may be used like text, or synchronous chat, and it can be delivered to a cell phone. In business, it has largely replaced print hard copy letters for external (outside the company) correspondence, and in many cases, it has taken the place of memos for internal (within the company) communication. E-mail can be very useful for messages that have slightly more content than a text message, but it is still best used for fairly brief messages. Many businesses use automated e-mails to acknowledge communications from the public, or to remind associates that periodic reports or payments are due. You may also be assigned to “populate” a form e-mail in which standard paragraphs are used but you choose from a menu of sentences to make the wording suitable for a particular transaction. E-mails may be informal in personal contexts, but business communication requires attention to detail, awareness that your e-mail reflects you and your company, and a professional tone so that it may be forwarded to any third party if needed. E-mail often serves to exchange information within organizations. Although e-mail may have an informal feel, remember that when used for business, it needs to convey professionalism and respect. Never write or send anything that you wouldn’t want read in public or in front of your company president. Tips for effective business e-mailsAs with all writing, professional communications require attention to the specific writing context, and it may surprise you that even elements of form can indicate a writer’s strong understanding of audience and purpose. The principles explained here apply to the educational context as well; use them when communicating with your instructors and classroom peers.
Figure 1 shows a sample email that demonstrates the principles listed above. Figure 1. Sample email
NetiquetteWe create personal pages, post messages, and interact via online technologies as a normal part of our careers, but how we conduct ourselves can leave a lasting image, literally. The photograph you posted on your Facebook page or Twitter feed may have been seen by your potential employer, or that nasty remark in a post may come back to haunt you later. Following several guidelines for online postings, as detailed below, can help you avoid embarrassment later. Know your context Remember the human
Recognize that text is permanent
Avoid flaming: research before you react
Respect privacy and original ideas
* Sometimes, online behavior can appear so disrespectful and even hostile that it requires attention and follow up. In this case, let your supervisor know right away so that the right resources MemosA memo (or memorandum, meaning “reminder”) is normally used for communicating policies, procedures, or related official business within an organization. It is often written from a one-to-all perspective (like mass communication), broadcasting a message to an audience, rather than a one-on-one, interpersonal communication. It may also be used to update a team on activities for a given project, or to inform a specific group within a company of an event, action, or observance. Memo purposeA memo’s purpose is often to inform, but it occasionally includes an element of persuasion or a call to action. All organizations have informal and formal communication networks. The unofficial, informal communication network within an organization is often called the grapevine, and it is often characterized by rumor, gossip, and innuendo. On the grapevine, one person may hear that someone else is going to be laid off and start passing the news around. Rumors change and transform as they are passed from person to person, and before you know it, the word is that they are shutting down your entire department. One effective way to address informal, unofficial speculation is to spell out clearly for all employees what is going on with a particular issue. If budget cuts are a concern, then it may be wise to send a memo explaining the changes that are imminent. If a company wants employees to take action, they may also issue a memorandum. For example, on February 13, 2009, upper management at the Panasonic Corporation issued a declaration that all employees should buy at least $1,600 worth of Panasonic products. The company president noted that if everyone supported the company with purchases, it would benefit all. While memos do not normally include a call to action that requires personal spending, they often represent the business or organization’s interests. They may also include statements that align business and employee interest, and underscore common ground and benefit. Memo formatA memo has a header that clearly indicates who sent it and who the intended recipients are. Pay particular attention to the title of the individual(s) in this section. Date and subject lines are also present, followed by a message that contains a declaration, a discussion, and a summary. In a standard writing format, we might expect to see an introduction, a body, and a conclusion. All these are present in a memo, and each part has a clear purpose. The declaration in the opening uses a declarative sentence to announce the main topic. The discussion elaborates or lists major points associated with the topic, and the conclusion serves as a summary. Figure 2 provides a sample memo using the format explained above. Figure 2. Sample memo (click image for an accessible PDF) Five tips for effective business memosAudience orientationAlways consider the audience and their needs when preparing a memo. An acronym or abbreviation that is known to management may not be known by all the employees of the organization, and if the memo is to be posted and distributed within the organization, the goal is clear and concise communication at all levels with no ambiguity. Professional, formal toneMemos are often announcements, and the person sending the memo speaks for a part or all of the organization. While it may contain a request for feedback, the announcement itself is linear, from the organization to the employees. The memo may have legal standing as it often reflects policies or procedures, and may reference an existing or new policy in the employee manual, for example. Subject emphasisThe subject is normally declared in the subject line and should be clear and concise. If the memo is announcing the observance of a holiday, for example, the specific holiday should be named in the subject line—for example, use “Thanksgiving weekend schedule” rather than “holiday observance.” Direct formatSome written business communication allows for a choice between direct and indirect formats, but memorandums are always direct. The purpose is clearly announced. ObjectivityMemos are a place for just the facts, and should have an objective tone without personal bias, preference, or interest on display. Avoid subjectivity. LettersLetters are brief messages sent to recipients that are often outside the organization. They are often printed on letterhead paper, and represent the business or organization in one or two pages. Shorter messages may include e-mails or memos, either hard copy or electronic, while reports tend to be three or more pages in length. While e-mail and text messages may be used more frequently today, the effective business letter remains a common form of written communication. It can serve to introduce you to a potential employer, announce a product or service, or even serve to communicate feelings and emotions. We’ll examine the basic outline of a letter and then focus on specific products or writing assignments. All writing assignments have expectations in terms of language and format. The audience or readers may have their own ideas of what constitutes a specific type of letter, and your organization may have its own format and requirements. This chapter outlines common elements across letters, and attention should be directed to the expectations associated with your particular writing assignment. There are many types of letters, and many adaptations in terms of form and content, but in this chapter, we discuss the fifteen elements of a traditional block-style letter. Letters may serve to introduce your skills and qualifications to prospective employers, deliver important or specific information, or serve as documentation of an event or decision. Figure 3 demonstrates a cover letter that might introduce a technical report to its recipient. Figure 3. Sample cover letter (click image for an accessible PDF) Strategies for effective lettersRemember that a letter has five main areas:
Always remember that letters represent you and your company in your absence. In order to communicate effectively and project a positive image, remember that
Letters with specific purposesCover letters. When you send a report or some other document to your supervisor, send it with a cover letter that briefly explains the purpose of the report and your major findings. Although your supervisor may have authorized the project and received periodic updates from you, s/he probably has many other employees and projects going and would benefit from a reminder about your work. Letters of inquiry. You may want to request information about a company or organization such as whether they anticipate job openings in the near future or whether they fund grant proposals from non-profit groups. In this case, you would send a letter of inquiry, asking for additional information. As with most business letters, keep your request brief, introducing yourself in the opening paragraph and then clearly stating your purpose and/or request in the second paragraph. If you need very specific information, consider placing your requests in list form for clarity. Conclude in a friendly way that shows appreciation for the help you will receive. Job application letters. Whether responding to job announcements online or on paper, you are likely to write a job application letter introducing yourself and your skills to a potential employer. This letter often sets a first impression of you, so demonstrate professionalism in your format, language use, and proofreading of your work. Depending on the type of job you are seeking, application letters will vary in length and content. In business, letters are typically no more than one page and simply highlight skills and qualifications that appear in an accompanying resume. In education, letters are typically more fully developed and contain a more detailed discussion of the applicant’s experience and how that experience can benefit the institution. These letters provide information that is not necessarily evident in an enclosed resume or curriculum vitae. Follow-up letters. Any time you have made a request of someone, write a follow-up letter expressing your appreciation for the time your letter-recipient has taken to respond to your needs or consider your job application. If you have had a job interview, the follow-up letter thanking the interviewer for his/her time is especially important for demonstrating your professionalism and attention to detail. Letters within the professional context may take on many other purposes, but these four types of letters are some of the most common that you will encounter. For additional examples of professional letters, take a look at the sample letters provided by David McMurrey in his online textbook on technical writing: https://www.prismnet.com/~hcexres/textbook/models.html Chapter Attribution InformationThis chapter was derived from the following sources. Back to Top |