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Chapter 7: Routine
Correspondence
Learning Objectives
Understand that memos, letters, e-mail, instant
messages, and text messages are an important
part of your interpersonal communication on the
job and differ in destination, purpose, format,
audience, tone, delivery time, and security
Use an effective subject line including a topic and
a focus
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Inquiry Messages
Inquiry messages simply ask for information and
include the following components:
Introduction. Clarify your intent in the introduction. Tell
your reader immediately what you are writing about.
Discussion. Specify your needs in the discussion.
Conclusion. Conclude precisely. Explain when and why
you need a response.
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Response Messages
Response messages respond to inquiry messages
and include the following components:
Introduction. Begin with a pleasant reminder of when you
spoke with a person or heard from the audience. This
explains why you are writing. Then, specifically state what
topic you are writing about.
Discussion. Organize your discussion section into as
many paragraphs as you need.
Conclusion. End your response in an upbeat and friendly
tone.
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Complaint Messages
Complaint messages register complaints about
products or services and include the following
components:
Introduction. Politely state the problem. To strengthen
your assertions, include supporting details.
Discussion. Explain in detail the problems experienced.
Conclusion. End your letter positively. Your goal should be
to achieve continued rapport with your reader. Include your
contact information and the times you can best be reached.
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Adjustment Messages
Adjustment messages respond to complaints,
either 100% positively, 100% negatively, or partially.
When responding negatively or partially, include
buffers to cushion the blow:
Use positive language
Use persuasive facts to sway your reader
Provide information that you and your reader can agree
upon
Complement or show appreciation to your reader
Avoid offending or blaming your reader
Technical Communication: Process and Product, 8/e
Sharon Gerson and Steven Gerson
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Confirmation Messages
Confirmation messages confirm and specify
agreements and include the following components:
Introduction. Remind the reader why the correspondence
is being written and what topic is being discussed.
Discussion. Clarify the details of the agreement. Since this
constitutes a legally binding document, you must specify
anything agreed upon.
Conclusion. Tell the reader what to do next. You might
include a request for signature, payment due dates, or
method of payment.
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Instant Messages
Benefits of using instant messages (IMs) on the job
include increased speed of communication, improved
efficiency for geographically dispersed workgroups,
collaboration by multiple users in different locations,
communication with colleagues and customers at a
distance in real time, and avoidance of costly long
distance telephone rates.
Drawbacks include security issues, lost productivity,
employee abuse, distraction, and netiquette issues.
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Text Messages
Text messages can be beneficial for the following
reasons:
Cost. If a cellphone is paid for by the company, TM can be an
inexpensive way to communicate.
Technological Access. All employees have access to cellphones.
Speed. TM is a quick and easy way to communicate short messages.
Multitasking. TM can be used while performing other tasks.
Decreased intimidation. Those who are uncomfortable with the phone
or writing longer messages are usually comfortable with TM.
Documentation. Conversations can be documented using TM, unlike
phone calls.
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Chapter Highlights
1. Memos, letters, email, instant messages, and
text messages are an important part of
your interpersonal communication on the job.
2. Memos, letters, email, instant messages, and
text messages differ in destination, purpose,
format, audience, tone, delivery time, and security.
3. Use an effective subject line including a topic
and a focus.
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