Chapter 7

The Appearance and Design of Business Messages

Effective Business Communication

Herta A MurphyHerbert W Hildebrandt

Jane P Thomas7th ed. (SIE) Tata McGraw-Hill, New Delhi

Chapter Objectives

To learn and understand the standard and optional parts of various format of communication

To know about the layouts of various written forms of communication

Business letters

Business letter is the most often used format for sending written messages to persons outside the organizations.

The letter’s appearance conveys nonverbal impressions that affect a reader’s attitude even before the person reads the letter.

Business letters

Elements of appearance that help produce favorable reactions are:Stationery and EnvelopesStandard Parts of the LetterOptional Parts of the LetterLetter Layout

Business letters

Stationery and EnvelopesQuality, size and color of the

stationery used for letter and envelop helps build image of the organization.

Modern letterhead should not occupy more than 2 inches space at the top of the page.

Letterhead should include name and address of the firm and other relevant contact details.

Business letters

Stationery and EnvelopesEnvelop should be of an

appropriate size.Envelopes should accommodate

important documents without folds.Envelops should contain name and

address of the firm to facilitate return, if undelivered.

Business letters

Standard Parts of the LetterHeading – Letterhead and Date Inside AddressSalutationBodyComplimentary CloseSignature AreaReference Section

Business letters

Heading – Letterhead and Date A heading shows where the letter comes

from. One should use either a printed letter head or type sender’s address at the top of the page (2 inches) without the name of the sender.

Inside Address Always blocked at the left-hand margin,

the inside address includes name and address of the individual, group, or organization of the receiver of the letter.

Business letters

Salutation The salutation is typed on the second

line below the inside address, two lines above the body, and even with the left margin.

Body Generally, the body of all letters should

be typed single-spaced, with double spacing between paragraphs, before and after the salutations, and before the complimentary close.

Business letters

Complimentary Close Standard complimentary close are: Yours

faithfully, Yours sincerely, etc. If the letter is informal, additional

complimentary closes such as, Warm regards, Best regards, Best wishes, etc. are used.

Signature Area Reference Section

Business letters

Signature Area Signature are may include the signature,

name of the sender, the title/designation of the sender, etc.

Usually, the signature is the same as typed name.

Reference Section The reference section may include the

information about the message composer, file/folder name, etc.

Business letters

Optional Parts of the LetterAttention LineSubject LineEnclosure NotationCopy NotationFile or Account number and Mailing

NotationPostscript

Business letters

Attention Line An attention line is useful when the

sender wants to direct the message to a particular department or a receiver in the receiver’s organization.

The Placement of “Attention Line” is between inside address and salutation.

Subject Line The subject line helps the reader make

out what the letter is about. It also helps them filing properly.

Business letters

Enclosure Notation An enclosure or attachment notation is

included to remind the receiver to check for additional pages attached with the main letter.

It is placed below the reference initials. Copy Notation

When the sender wants to send the copy of the letter to others in addition to the receiver, their names are typed below reference initials after copy:, or cc:

Business letters

File or Account number and Mailing Notation To aid filing and retrieval for both the

senders and receivers’ firms, file reference are typed above the body of the letter.

Postscript It is used to emphasize a point already

included in the letter. Is it placed below the reference initial

and indicated as P.S., or Ps or PS:

Business letters

Letter LayoutMost word processing software

provide several classic and contemporary layouts of the letter.

There are two punctuation styles: Open and Mixed..

In open punctuation, no line of any letter part (except the body) has any punctuation at the end unless an abbreviation requires.

Business letters

Letter Layout In mixed punctuation, a colon

follows salutation, a comma follows the complimentary close.

In Britain and Asia (in India specifically), writers use comma after the salutation.

Business letters

Letter LayoutBusiness letters are arranged in one of

the styles described below: Full-block – every line begins at the left

margin. This is most commonly used format. Modified-block – where the date,

complimentary close and signature sections are placed so that they end at the right margin.

Modified-block with paragraphs indented – same as above, except each paragraphs are indented.

Memorandums

In contrast to the letter (which is directed to the receivers outside the organization), the memorandum is sent within the organization.

It is the most common form of written communication between people or departments.

Memorandums

The components of a memorandum are given below:StationeryParts of the MemorandumLayout of the Memorandum BodyEnvelopes and Electronic Mail

Memorandums

Stationery In today’s context, managers use e-mail

for sending internal memos eliminate need for a stationery.

Printed memo stationery may include “MEMORANDUM” and the company’s name, but not address.

Memorandums

Parts of the Memorandum Standard memos consist of a heading

with TO, FROM, SUBJECT and DATE. Some printed forms may also include the

word “MESSAGE”. Optional parts are such items as

reference initials, enclosures, file number, routing information, and the sender’s department and telephone number.

Memorandums

Parts of the Memorandum Unlike the letter, the memo requires no

inside address, salutation, complimentary close, telephone or signature.

In British-influenced writing (including India), it is not unusual to see a signed memo. It even includes complimentary close.

Memorandums

Layout of the Memorandum Body In general, the memo writer can use the

same guidelines, principles, and organizational plans as for the letter.

Envelopes and Electronic Mail Firms generally use messengers,

preprinted envelops for sending memos. E-mails have become extremely popular

method of sending interoffice memos.

Special timesaving message media

Technological advancement has made several timesaving electronic media handy.

some very frequently used media are:Electronic MailFacsimiles (Faxes)Telegrams, Mailgrams, TelexesTeleconferencing