Chapter 7, the appearance and design of business message

PART THREEPART THREEMESSAGE DESIGNMESSAGE DESIGN

CHAPTER 7CHAPTER 7

The Appearance and Design of Business The Appearance and Design of Business MessageMessage


Learning ObjectivesLearning Objectives

This chapter will give you a brief overview of both traditional This chapter will give you a brief overview of both traditional formats of written communication, such as letters and formats of written communication, such as letters and

memos, and newer communication styles such as email, memos, and newer communication styles such as email,

etc. developing as a result of the exploding technologyetc. developing as a result of the exploding technology..


Why appearance and Design important in Business Why appearance and Design important in Business Communication?Communication?

In the traditional forms of written communication, your receiver forms a In the traditional forms of written communication, your receiver forms a nonverbal impression of you based on the overall appearance and the nonverbal impression of you based on the overall appearance and the format of the message. format of the message.

For example, if you send your resume enclosed with a covering letter, For example, if you send your resume enclosed with a covering letter, will communicate something about you even before your receiver reads will communicate something about you even before your receiver reads a word of it.a word of it.

Therefore, it is important to give special attention to the medium used Therefore, it is important to give special attention to the medium used most often for written message to person outside your organization.most often for written message to person outside your organization.


Business LettersBusiness Letters The medium used most often for written messages to the person The medium used most often for written messages to the person

outside your organization is outside your organization is business letter.business letter.

The many type of styles and formats of modern processing systems The many type of styles and formats of modern processing systems and printers can enhance the appearance of your message and and printers can enhance the appearance of your message and create a positive impression.create a positive impression.

The elements of appearance that help produce favorable reactions The elements of appearance that help produce favorable reactions are:are:

• Appropriate stationeryAppropriate stationery• Correct Letter PartsCorrect Letter Parts• Layouts Layouts


Stationery & EnvelopesStationery & Envelopes

Quality, Size ColourQuality, Size Colour Good company stationery is most often at least 25% cotton content, Good company stationery is most often at least 25% cotton content,

and white, cream, or light gray in colour.and white, cream, or light gray in colour.

LetterheadLetterhead Letterheads usually occupy no more than 2 inches at the top page.Letterheads usually occupy no more than 2 inches at the top page. It includes the firms name, address, telephone numbers, fax It includes the firms name, address, telephone numbers, fax

numbers, email address, URL address, name of department, branch numbers, email address, URL address, name of department, branch office sending the correspondence.office sending the correspondence.

This information may be printed engraved or embossed but most of This information may be printed engraved or embossed but most of the time it is simply printed. the time it is simply printed.


EnvelopesEnvelopes Return address should be printed or typed like the letterhead style usually Return address should be printed or typed like the letterhead style usually

on the top left side of the envelope or on the back side of envelope.on the top left side of the envelope or on the back side of envelope.

The address of the receiver should preferably be typed on the central The address of the receiver should preferably be typed on the central portion having equal distance from all the sides of the envelope.portion having equal distance from all the sides of the envelope.

Addresses should always be typed in block form, with all lines aligned on Addresses should always be typed in block form, with all lines aligned on the left. Information in the address should be listed in the following order:the left. Information in the address should be listed in the following order:

1.1. Name and title of receiverName and title of receiver

2.2. Name of departmentName of department

3.3. Name of organizationName of organization

4.4. PO Box No. (If applicable)PO Box No. (If applicable)

5.5. City City

6.6. Country (If letter being sent abroad)Country (If letter being sent abroad)

7.7. Telephone no. (In case of sending message via courier)Telephone no. (In case of sending message via courier)


Standard Parts of the LetterStandard Parts of the Letter

Most Business Letters have following parts:Most Business Letters have following parts:

1.1. Heading-Letterhead and DateHeading-Letterhead and Date

2.2. Inside AddressInside Addressi.i. Courtesy Title and NameCourtesy Title and Name

ii.ii. Executive or Professional TitleExecutive or Professional Title

1.1. SalutationSalutation

2.2. BodyBody

3.3. Complimentary CloseComplimentary Close

4.4. Signature AreaSignature Area

5.5. Reference SectionReference Section

LETTERS FOR LIVINGLETTERS FOR LIVING

472 South 4472 South 4thth

San Romano, Texas 40023-1300San Romano, Texas 40023-1300

January 15, 2007January 15, 2007

Ms. Sylvia MureeMs. Sylvia Muree

Communication DirectorCommunication Director

Sogood Products. Onc.Sogood Products. Onc.

Franfort, KY 47001-2233Franfort, KY 47001-2233

Dear Ms.Muree:Dear Ms.Muree:

You are reading example of modified-block form of business letter. This is form is You are reading example of modified-block form of business letter. This is form is characterized by all parts of the letter except the date, complimentary close, and signature characterized by all parts of the letter except the date, complimentary close, and signature section beginning at the left margin.section beginning at the left margin.

In this example, the date and complimentary close both begin at the horizontal center of the In this example, the date and complimentary close both begin at the horizontal center of the page. (The date could also be placed so that is ends at the right hand margin. Likewise, the page. (The date could also be placed so that is ends at the right hand margin. Likewise, the complimentary close could start to the right center so that longest line in the signature areas complimentary close could start to the right center so that longest line in the signature areas ends at the right hand margin.) Company and business titles are typed on fourth line below ends at the right hand margin.) Company and business titles are typed on fourth line below the complimentary close. The signer’s title may be typed on the line below his or her name; the complimentary close. The signer’s title may be typed on the line below his or her name; or of it is long, it can be split and typed on two lines.or of it is long, it can be split and typed on two lines.

This letter uses mixed punctuation, which means that there is a colon at the end of the This letter uses mixed punctuation, which means that there is a colon at the end of the salutation and comma after the complimentary close. No punctuation is used after the date salutation and comma after the complimentary close. No punctuation is used after the date or after any line in the inside address, except after an abbreviation, such as “Inc.”or after any line in the inside address, except after an abbreviation, such as “Inc.”

Sincerely,Sincerely,

Francis Seago, DirectorFrancis Seago, Director

Customer ServicesCustomer Services

EEL:moEEL:mo

Heading-Letterhead

Date

InsideAddress

Salutation

Body

Complimentary Close

Signature area

ReferenceInitials


Optional Parts of the LetterOptional Parts of the Letter

When appropriate, any of these optional parts can be included:When appropriate, any of these optional parts can be included:

1.1. Attention LineAttention Line

2.2. Subject LineSubject Line

3.3. Enclosure NotationEnclosure Notation

4.4. Copy NotationCopy Notation

5.5. File or Account Number Notation and Mailing NotationFile or Account Number Notation and Mailing Notation

6.6. Post ScriptPost Script


1. Heading-Letterhead & Date1. Heading-Letterhead & Date A heading shows where the letter comes from, and if it is letterhead A heading shows where the letter comes from, and if it is letterhead

stationery, it is usually at the top center of the letter.stationery, it is usually at the top center of the letter.

Usually the date is typewritten two to six lines below the last line of Usually the date is typewritten two to six lines below the last line of the letterhead-at the left margin, centered, begun at the center, or the letterhead-at the left margin, centered, begun at the center, or placed so it ends with the right margin.placed so it ends with the right margin.

Date sequence in American business is month, day, year- 5/5/2006. Date sequence in American business is month, day, year- 5/5/2006. However in Europe, Latin America, Asia the date sequence is day, However in Europe, Latin America, Asia the date sequence is day, month and year. In order to avoid confusion and as the companies month and year. In order to avoid confusion and as the companies globalize, more people write out the month to avoid confusion. e.g. globalize, more people write out the month to avoid confusion. e.g. March 5, 2006.March 5, 2006.


2. Inside Address2. Inside Address Always blocked at the left-hand margin.Always blocked at the left-hand margin. It includes the name and address of the individual to whom the It includes the name and address of the individual to whom the

sender is writing the letter. Order of the items is:sender is writing the letter. Order of the items is: Courtesy Title and NameCourtesy Title and Name

Professional titles should be used such as Doctor, Professor or traditional Professional titles should be used such as Doctor, Professor or traditional courtesy title Mr., Mrs., Mrs., or Ms. When in doubt about a woman’s courtesy title Mr., Mrs., Mrs., or Ms. When in doubt about a woman’s preference use Ms. plus her own name and surname.preference use Ms. plus her own name and surname.

Current trend suggest Ms. as the courtesy title for all business or Current trend suggest Ms. as the courtesy title for all business or professional women regardless of their marital status unless they have a professional women regardless of their marital status unless they have a professional title that takes the precedence.professional title that takes the precedence.


3. Salutation3. Salutation The salutation is typed on the second line below the inside address, two The salutation is typed on the second line below the inside address, two

lines above the body and even with left margin.lines above the body and even with left margin.

Examples of traditional and comparatively recent salutations are:Examples of traditional and comparatively recent salutations are:

Dear Mr. [ Ms., Mrs., Miss.] Doe- When the first line of an inside address is the Dear Mr. [ Ms., Mrs., Miss.] Doe- When the first line of an inside address is the name of an individualname of an individual

Dear John [or Mary or nickname]-When you’d address the individual this way in Dear John [or Mary or nickname]-When you’d address the individual this way in person and when it is appropriate for you to do so.person and when it is appropriate for you to do so.

Dear Koo Hong Chuan,-Most often used in East Asia; family name is first then Dear Koo Hong Chuan,-Most often used in East Asia; family name is first then given name, then comma.given name, then comma.

Dear Manager [ or Executive, Human Resource Director, Admission Director, or Dear Manager [ or Executive, Human Resource Director, Admission Director, or an appropriate variation]-When first line is a position within an organization and an appropriate variation]-When first line is a position within an organization and you have no name.you have no name.

Dear Ladies and Gentleman [or Member of …., Committee Members, Dear Ladies and Gentleman [or Member of …., Committee Members, Professional Women, etc]-When you are addressing a company, group, or a Professional Women, etc]-When you are addressing a company, group, or a department and you don’t know the a specific person to contact.department and you don’t know the a specific person to contact.

Dear Customer [or Homeowner, Executive, Student, Occupant, Member of ….]-Dear Customer [or Homeowner, Executive, Student, Occupant, Member of ….]-For messages that omit the inside address such as sales letters or For messages that omit the inside address such as sales letters or announcements.announcements.


4. Body4. Body Generally the body of all the letters should be typed single-spaced, Generally the body of all the letters should be typed single-spaced,

with double spacing between the paragraphs, before and after the with double spacing between the paragraphs, before and after the salutation, and before the complimentary close.salutation, and before the complimentary close.

When the body of the letter is two or more pages, each page When the body of the letter is two or more pages, each page beyond the first is headed by the addressee's name, page number, beyond the first is headed by the addressee's name, page number, and date. This information is typed at the top of the sheet with the and date. This information is typed at the top of the sheet with the same margins as the first page.same margins as the first page.


5. Body5. Body

Generally the body of all the letters should Generally the body of all the letters should be typed single-spaced, with double be typed single-spaced, with double spacing between the paragraphs, before spacing between the paragraphs, before and after the salutation, and before the and after the salutation, and before the complimentary close.complimentary close.

When the body of the letter is two or more When the body of the letter is two or more pages, each page beyond the first is pages, each page beyond the first is headed by the addressee's name, page headed by the addressee's name, page number, and date. This information is number, and date. This information is typed at the top of the sheet with the same typed at the top of the sheet with the same margins as the first page.margins as the first page.


6. Signature Area6. Signature Area You can include in the signature area several identifications such You can include in the signature area several identifications such

as:as: Name of your companyName of your company Your signatureYour signature Your type written nameYour type written name And your business titleAnd your business title

Your signature is pen-written above your typed name, which Your signature is pen-written above your typed name, which appears three two five lines below the complimentary close.appears three two five lines below the complimentary close.


7. Reference Section7. Reference Section The reference section may include information about the message The reference section may include information about the message

composer, the typist, and sometime word processing date.composer, the typist, and sometime word processing date.

Your initials as the composer of the message along with the last line Your initials as the composer of the message along with the last line of the signature area (your name or the title) or one or two lines of the signature area (your name or the title) or one or two lines below that. Here some examples:below that. Here some examples:

MLO/mbMLO/mb MLO/MBMLO/MB MLO:mbMLO:mb MLO:MBMLO:MB


Optional Parts of the LetterOptional Parts of the Letter1.1. Attention LineAttention Line

When you want to direct a letter to a particular person or title or department When you want to direct a letter to a particular person or title or department in an organization, you can use an attention line. It is useful in the following in an organization, you can use an attention line. It is useful in the following context:context:

When the writer does not know an individual’s name but wants the message When the writer does not know an individual’s name but wants the message go to a particular title (sales adjustment manager) or department manager go to a particular title (sales adjustment manager) or department manager (personnel)(personnel)

When writer knows only the person’s surname and therefore does not want to When writer knows only the person’s surname and therefore does not want to use that name in salutation.use that name in salutation.

When writer expects that the addressee travels often and wants the letter to When writer expects that the addressee travels often and wants the letter to be attended to promptly by whoever takes care of the addressee’s business.be attended to promptly by whoever takes care of the addressee’s business.

Placement of the attention line is usually between the inside address and Placement of the attention line is usually between the inside address and salutation, with blank line before and after it. It may be flush with the left salutation, with blank line before and after it. It may be flush with the left margin, indented with paragraphs, or centered. margin, indented with paragraphs, or centered.


2.2. Subject LineSubject Line The subject line helps tell the reader at a glance what your letter The subject line helps tell the reader at a glance what your letter

is about.is about. The subject line may include or omit the word The subject line may include or omit the word subjectsubject..

It is usually placed on the second line below the salutation and It is usually placed on the second line below the salutation and centered, or it may be placed flush with left margin.centered, or it may be placed flush with left margin.

The typing may be capitals and lowercase and underlined or all The typing may be capitals and lowercase and underlined or all capitals.capitals.


3.3. Enclosure NotationEnclosure Notation An enclosure or attachment notation is included to remind or alert An enclosure or attachment notation is included to remind or alert

the reader to check for additional pages of information.the reader to check for additional pages of information. One enclosure is a unit that can consist of one or more One enclosure is a unit that can consist of one or more

pagespages

When enclosure are especially important, it is desirable to When enclosure are especially important, it is desirable to list the enclosure notation with their document titles, for list the enclosure notation with their document titles, for example.example.

Enclosure: ResumeEnclosure: Resume Photocopy of PassportPhotocopy of Passport Photocopy of National Identity Card Photocopy of National Identity Card Photocopy of Post Graduate QualificationPhotocopy of Post Graduate Qualification


4.4. Copy NotationCopy Notation When persons other than the addressee will receive a copy of your When persons other than the addressee will receive a copy of your

message, you note the by writing “c”, “pc,” “copy” or “cc” followed by message, you note the by writing “c”, “pc,” “copy” or “cc” followed by the names of these persons just below the reference initials or the the names of these persons just below the reference initials or the enclosure notation.enclosure notation.

When you do not want the addressee to know that other persons are When you do not want the addressee to know that other persons are getting a copy of letter, type “bc” (blind copy) or “bpc” (blind getting a copy of letter, type “bc” (blind copy) or “bpc” (blind photocopy) and the recipients’ names photocopy) and the recipients’ names on the copies onlyon the copies only


5.5. File or Account Number of Mailing NotationFile or Account Number of Mailing Notation

To aid in filing and quick retrieval for both the sender’s and reader’s To aid in filing and quick retrieval for both the sender’s and reader’s company, some firms require that file, loan or acount number be company, some firms require that file, loan or acount number be typed above the body letter.typed above the body letter.

Mailing notation words such as Special Delivery, Certified, or Mailing notation words such as Special Delivery, Certified, or Registered Mail, when applicable, may be typed a double space Registered Mail, when applicable, may be typed a double space below the date line at least a double space before the inside address.below the date line at least a double space before the inside address.


1.1. PostscriptPostscript To emphasize a point already in your letter or to include a brief To emphasize a point already in your letter or to include a brief

personal message unrelated to letter, a postscript, typed or personal message unrelated to letter, a postscript, typed or handwritten (with or without “P.S.,” “PS” or “PS:”) may be added handwritten (with or without “P.S.,” “PS” or “PS:”) may be added below everything else typed on the page.below everything else typed on the page.


Letter LayoutLetter Layout Open and mixed punctuation are the two forms most used in Open and mixed punctuation are the two forms most used in

American business letters. American business letters.

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

In mixed punctuation, a colon follows the salutation; a comma In mixed punctuation, a colon follows the salutation; a comma follows the complimentary close.follows the complimentary close.

The writers, especially those in Asia and Great Britain, use a The writers, especially those in Asia and Great Britain, use a comma in place of a colon after the salutation.comma in place of a colon after the salutation.


Letter StylesLetter StylesBusiness letters are usually arranged in of the letter styles mentioned below:Business letters are usually arranged in of the letter styles mentioned below:

1.1. Full Block:Full Block: Every line begins at the left margin. This is a common format Every line begins at the left margin. This is a common format because it is quick and easy to set up. because it is quick and easy to set up.

2.2. Modified-Block:Modified-Block: The date, complimentary close, and signature sections The date, complimentary close, and signature sections begin at the horizontal center of the page or are placed so that they end begin at the horizontal center of the page or are placed so that they end near the right-hand margin. Attention and the subject lines may be near the right-hand margin. Attention and the subject lines may be intended, centered, or begin at left margin, where all other parts begin. intended, centered, or begin at left margin, where all other parts begin. This letter style is used often and is attractive on page.This letter style is used often and is attractive on page.

3.3. Modified-block with paragraph indented.Modified-block with paragraph indented.

4.4. AMS (Administrative Management Society) simplified styleAMS (Administrative Management Society) simplified style. AMS has . AMS has been in use since the 1950s, but is not widely used.been in use since the 1950s, but is not widely used.


MemorandumsMemorandums In contrast to letter, which goes outside your In contrast to letter, which goes outside your

organization, the memorandum goes within your organization, the memorandum goes within your organization.organization.

It is the most common form of communication between It is the most common form of communication between people or departments within the same organization.people or departments within the same organization.

The stationery, parts, layout and envelopes are The stationery, parts, layout and envelopes are somewhat different from the letterssomewhat different from the letters


Email & Stationery Requirement Email & Stationery Requirement Managers using E-mail send the messages to their colleagues, Managers using E-mail send the messages to their colleagues,

eliminating the need of stationery.eliminating the need of stationery.

However, receiver may print out the message on computer paper.However, receiver may print out the message on computer paper.

For more permanency, a copy of E-mail memo is often For more permanency, a copy of E-mail memo is often reproduced on higher-quality stationery.reproduced on higher-quality stationery.

Preprinted memo stationery may include MEMORANDUM and Preprinted memo stationery may include MEMORANDUM and the company’s name (but not address).the company’s name (but not address).

Many companies decide on their own formats. Many companies decide on their own formats.


Standard Parts of the MemorandumStandard Parts of the Memorandum Standard memos consist of a heading with TO, FROM, SUBJECT, and Standard memos consist of a heading with TO, FROM, SUBJECT, and

DATE.DATE. On preprinted office forms, the word message may also appear.On preprinted office forms, the word message may also appear. Unlike the letter, the memo requires no inside address, salutation, Unlike the letter, the memo requires no inside address, salutation,

complimentary close, or full signaturecomplimentary close, or full signature It is NOT USUAL to sign the memo at the end along with a personal, It is NOT USUAL to sign the memo at the end along with a personal,

handwritten note.handwritten note.

Optional Parts of the MemorandumOptional Parts of the Memorandum Optional parts are items such as reference initials, enclosures, file Optional parts are items such as reference initials, enclosures, file

numbers, routing information, and the sender’s department and numbers, routing information, and the sender’s department and telephone number.telephone number.


Layout of the Memorandum BodyLayout of the Memorandum Body The body of the message is the most important part of the memo because it The body of the message is the most important part of the memo because it

contains your message.contains your message. In general, you can use the same guidelines, principles, and organizational In general, you can use the same guidelines, principles, and organizational

plans for the memo as far as the letter.plans for the memo as far as the letter. Unlike that of a letter, memo body is not centered on the page.Unlike that of a letter, memo body is not centered on the page. First lines usually begin a triple space under the last of the memo headings First lines usually begin a triple space under the last of the memo headings

regardless of the message length.regardless of the message length. Left margins are usually lined up evenly below the headingsLeft margins are usually lined up evenly below the headings Single or double spacing between the paragraphs is conventionalSingle or double spacing between the paragraphs is conventional For memo pages beyond the first, headings are the same as those of For memo pages beyond the first, headings are the same as those of

business letter: reader’s name, page number, and date.business letter: reader’s name, page number, and date. Reference initials are typed a double space below the body at the left margin.Reference initials are typed a double space below the body at the left margin. Copy Notations may be placed after the reference initials or near the top of the Copy Notations may be placed after the reference initials or near the top of the

memo between the TO and FROM.memo between the TO and FROM. If only your business title appears in the FROM line, or if the FROM line is If only your business title appears in the FROM line, or if the FROM line is

omitted, you should sign your name a few space below the memo body.omitted, you should sign your name a few space below the memo body.


Special Time Saving Message MediaSpecial Time Saving Message Media

1.1. EmailEmail Writing conventions for electronic mails are still emerging, but Writing conventions for electronic mails are still emerging, but

generally email is marked by informality and speed.generally email is marked by informality and speed.

Formats can vary considerably from one sender to anotherFormats can vary considerably from one sender to another

Receiver have varying comfort levels with messages sent Receiver have varying comfort levels with messages sent electronically; some receivers always print out message in hard copy electronically; some receivers always print out message in hard copy to give it their best reading.to give it their best reading.

At present, E-mail formats are generally a less formal combination of At present, E-mail formats are generally a less formal combination of letter and memo conventions, with memo headings for internal and letter and memo conventions, with memo headings for internal and external communication, but often with salutations and closing more external communication, but often with salutations and closing more like letters.like letters.


2.2. Facsimiles (Faxes)Facsimiles (Faxes)

For immediate communication, many organizations use a fax, which For immediate communication, many organizations use a fax, which is fast growing means of sending and receiving messages.is fast growing means of sending and receiving messages.

Basically the system transmits identical images electronically, from Basically the system transmits identical images electronically, from senders machine to the receivers.senders machine to the receivers.

That machine may be a fax machine or a computer with software That machine may be a fax machine or a computer with software capable of sending a fax from your computer to another computer.capable of sending a fax from your computer to another computer.


3.3. Telegrams, Mailgrams, TelexesTelegrams, Mailgrams, Telexes

Older forms of electronics communication that operate on the same wires Older forms of electronics communication that operate on the same wires and satellite set up of telephone system are telegrams, mailgrams, and and satellite set up of telephone system are telegrams, mailgrams, and telexes.telexes.

Its limitation is the charges, which are based on number of words, therefore Its limitation is the charges, which are based on number of words, therefore conciseness is important.conciseness is important.

Mailgrams are used when you need to reach a number of people Mailgrams are used when you need to reach a number of people simultaneously in writing on the next business day.simultaneously in writing on the next business day.

In general mailgrams and telegrams are less expensive than phone calls, In general mailgrams and telegrams are less expensive than phone calls, especially if the message must be transmitted a long distance.especially if the message must be transmitted a long distance.

A telex message is keyboarded on a word processing system and then A telex message is keyboarded on a word processing system and then sent over a telegraph lines to compatible receivers. Telexes are, basically, sent over a telegraph lines to compatible receivers. Telexes are, basically, electronics messages that use telegraph lines for transmission.electronics messages that use telegraph lines for transmission.


4.4. TeleconferencingTeleconferencing

Teleconferencing is growing in popularity for the companies whose interests are Teleconferencing is growing in popularity for the companies whose interests are increasingly global.increasingly global.

It is often less expensive to bring together people located at distant geographical It is often less expensive to bring together people located at distant geographical sites by arranging a teleconference rather than have them physically come together. sites by arranging a teleconference rather than have them physically come together. There are three ways you can make this kind of arrangements:There are three ways you can make this kind of arrangements:

1.1. Audio:Audio: audio conferencing uses telephone lines to set up a group conference. audio conferencing uses telephone lines to set up a group conference. Everyone in group is able to speak to everyone else.Everyone in group is able to speak to everyone else.

2.2. Video:Video: Video conferencing uses closed-circuit television, in which every participant Video conferencing uses closed-circuit television, in which every participant can see, hear, and talk to others. This form of communication is gaining popularity can see, hear, and talk to others. This form of communication is gaining popularity because of improvement in technology and decreasing costs.because of improvement in technology and decreasing costs.

3.3. Computer:Computer: Computer conferencing uses computer terminals to link participants. Computer conferencing uses computer terminals to link participants. People can send and receive messages in real time (while they are actually sitting at People can send and receive messages in real time (while they are actually sitting at their computer terminal) from other members of group.their computer terminal) from other members of group.


END OF END OF CHAPTER 7 CHAPTER 7

Education

Chapter 7, the appearance and design of business message