To: Nancy Myers

From: Sarah Hauge

Date: May 20, 2020
Subject: APLED 121-Chapter 6 Summary

CHAPTER 6

ROUTINE CORRESPONDENCE

Importance of Routine Correspondence - Communication in an organization happens daily

and often. Many Americans feel that texting and email is more important than phone for
communication.

Which Communication Channel Should You Use? - Based on what you are communicating,
the mode of delivery will change. Highly sensitive or emotionally charged or large amounts of
details are some reasons to choose a specific channel.

Differences Among Routine Correspondence Channels - Main Channels are: Email, Text,
Memos, Letters, and Instant Messages.

Reasons for Writing Memos, Letter and Email

● Documentation
● Confirmation
● Procedures
● Recommendations
● Feasibility
● Status
● Directive
● Inquiry
● Cover

Using an All-Purpose Template for Memos, Letters, and Email

● Introduction - Get to the point in one or two sentences answering the what, why
questions.
 ● Discussion - Develop your content - And assume Reader will skip and skim.
● Conclusion - End with Thanks, and/or a directive action.

Essential Components of Memos - Must include identification lines including names, dates,
subject, followed by colons. Subject line summarizes the memo - make it a phrase, not a single
word.

Essential Components of Letters

● Writer’s Address
● Date: Placed 1-2 lines below address
● Reader’s Address: 2 lines below date. If you don’t know their name, use a job title or
department.
● Salutation: 2 lines under reader’s address. “Dear Reader’s Last name:” Be aware of
marriage titles (use Ms. if unsure)
● Letter body: 2 lines under salutation. Introductory Paragraph, discussion paragraph,
concluding paragraph. Single spaced lines. Double spaced line between paragraphs.
Can indent paragraphs or not.
● Complimentary Close: 2 lines below final paragraph. “Sincerely,”
● Signed Name
● Typed Name: Type name out 4 lines below close.Type Title one line under, or on the
same line separated with a comma.
● Optional Components
✓ Subject line: Between Address and Salutation.
✓ New Page Notation: If more than one page, cite name, page number and date on
all pages after first page. Flush with left margin at the top of the page.
✓ Writer’s/Typist’s Initials: 2 lines below typed signature. Writer’s should be
Capitalized; Typist’s should be lower case - Separate with a colon. (not
necessary if written/typed by same person.
✓ Enclosure Notation: If “Enclosed Documents” are listed in letter, specify what
they were, 2 lines below typed name/initials. “Enclosure(2): January and
February Invoices.
✓ Copy Notation: cc if anyone else has been cc’d. This is 2 lines below enclosure
notice.
Letter Formats - Full block. Full block with subject line. Simplified.

Essential Formats of an Email

● Identify yourself: by name, affiliation, or title. Can be utilized in the From field, or as an
electronic signature at the end of the email. (You want Reader to feel comfortable that
you’re not spam or something malicious.)
● Provide an Effective Subject Line: Readers don’t want to open unknown emails, so make
it clear who you are and what the subject of the email is. Also, if the subject is clear, it
will be easier for the Reader to know that it needs to be read.
● Keep Email Brief: Readers skim and scan
● Organize the Message: Introduction, Body, Conclusion - These don’t have to be more
than a sentence or two each…
● Use Highlighting Techniques: To avoid distortion, only use simple techniques, but will
help clarify the message.
● Be Careful with Attachments: Everything is spam - No one is trusting anymore…
● Practice Netiquette
✓ Be Courteous
✓ Be Professional - Don’t use text acronyms (LOL)
✓ Avoid Abusive or angry messages

Criteria for Different Types of Routine Correspondence

● Inquiry - Be specific so Reader knows exactly what you are inquiring about and what info
to send.
✓ Introduction: Clarify intent, so Reader knows why you are writing.
✓ Discussion: Specify your needs with precise questions or specific topics.
✓ Conclusion: Provide dated action and let your reader know why you need by that
specific time.

● Response - You’re providing information.

✓ Introduction: Begin with reminder of why you’re responding and include
specifically what topic.
✓ Discussion: Use as much space as needed, and separate your information so it’s
not a wall of text to make it easier to read.
✓ Conclusion: Be friendly/upbeat. Can include contact info.
● Cover (Transmittal) - Informs the reader what they are about to look at with an overview.
✓ Introduction: Even though you are responding to someone and they know what
they are asking for, you should remind them.
✓ Discussion: Tell your reader exactly what you are providing them - can include a
table of contents of sort to help the reader find the information more quickly in the
enclosures. This also helps you point your reader where you want them to look.
✓ Conclusion: What is going to happen next?

● Complaint messages
✓ Introduction: State your problem with supporting details. Include copies if
possible.
✓ Discussion: Include itemized list/description of the problem with as much detail
possible.
✓ Conclusion: End positively to insure cooperation. And be courteous, so you can
achieve continued relationship with Reader.

● Adjustment Messages - Include Buffers to cushion the blow.

✓ 100 percent Yes: Establish rapport with a positive, pleasant tone.
✓ 100 percent No: Sway your reader with persuasive facts. Don’t place blame!
✓ Partial Adjustment: Make sure the buffer leads logically to the explanation.

● Order
✓ Introduction: Reason for placing order and the authorization to do so. Method of
delivery. Also, where you found the item, like a catalog.
✓ Discussion: A sentence lead in, an itemized list of order, and precise details so
you get the correct item.
✓ Conclusion: Date needed by. Method of payment. Contact info and a positive
close.

● Confirmation
✓ Introduction: Remind Reader why your writing and what is being discussed.
✓ Discussion: Clarifies the details of the agreement. This can be a legally binding
document, so make sure you specify everything agreed upon. And use
highlighting techniques.
✓ Conclusion: Let the reader know what to do next.
 ● Recommendation Letter
✓ Introduction: Who are you and why are you recommending this?
✓ Discussion: Include specific skills the person has.
✓ Conclusion: Sum up why the person deserves consideration. Include contact
info.

● Thank You Letter - Make sure to always show your gratitude.

Instant Messages

● Benefits of Instant Messages - Faster communication, improved efficiency, less intrusive

than phone. Can be less expensive (long distance).
● Challenges of Instant Messages - Security, Lost productivity, Distraction, Netiquette,
Spim
● Techniques for Successful Instant Messages
✓ Choose the correct channel: IM is for speed and short convenient messages.
✓ Summarize decisions: IM is great for collaboration, but once conclusions are
reached, email a summary of key points, timetable and responsibilities.
✓ Tune in, turn off: IM means you’re actively online. If you don’t want distractions,
turn off.
✓ Limit Personal use: Company owns these messages - make sure they are
business related.
✓ Never use for Confidential communication: Other people will be able to see these
messages.
● IM/TM Corporate Usage Policy - Make sure that your employees know the policies
around using IM/TM with training and explanations.

Text Messages
● Reasons for Using TM
✓ Cost: Usually people have unlimited text on their cell plan.
✓ Technological access: A cell phone is always with you.
✓ Speed: Quick and easy and concise.
✓ Multitasking: Usually unobtrusive, so you can text for an answer while in a
meeting without disrupting the overall flow.
✓ Decrease intimidation: Some people don’t want to write a letter or talk on the
phone… This gives them alternatives.
 ✓ Documentation: Written reminder of your conversations.

The Writing Process at Work

● Prewriting - Create the outline

● Writing - Write the piece.
● Rewriting - Allow someone to provide feedback on your rough draft and then amend
your writing as needed.