Writing That Works | Chapter 8 Bedford/St. Martin's (c) 2013 1

Chapter Eight

Understanding the Principles of Business Correspondence

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Chapter Eight

Table of Contents Writer’s Checklist: Using Tone to Build Goodwill Writer’s Checklist: Managing Your E-mail and Reducing

Overload Instant Messaging Privacy and Security

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Writer’s Checklist: Using Tone to Build Goodwill

DEMANDING

RESPECTFUL

Be respectful, not demanding.

Submit your answer in one week.

I would appreciate your answer within one week.

Be modest, not arrogant.

ARROGANT

MODEST

My attached report is thorough, and I’m sure that it will be essential.

The attached report contains details of the refinancing options that I hope you will find useful.

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Writer’s Checklist: Using Tone to Build Goodwill (continued)

SARCASTIC

POLITE

Be polite, not sarcastic.

I just received the shipment we ordered six months ago. I’m sending it back—we can’t use it now. Thanks a lot!

I am returning the shipment we ordered on March 12. Unfortunately, it arrived too late for us to be able to use it.

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Writer’s Checklist: Using Tone to Build Goodwill (continued)

NEGATIVE

TACTFUL

Be positive and tactful, not negative and condescending.

Your complaint about our prices is way off target. Our prices are definitely not any higher than those of our competitors.

Thank you for your suggestion concerning our prices. We believe, however, that our prices are comparable to or lower than those of our competitors.

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Writer’s Checklist: Managing Your E-mail and Reducing Overload

Given the high volume of e-mail in business, you need to manage your e-mail strategically. Avoid becoming involved in an e-mail exchange if a phone call or meeting would be more efficient.Consider whether your e-mail message could prompt an unnecessary response from the recipient.Make clear to the recipient whether you expect a response or you are simply providing information.Send a copy (cc:) of an e-mail only when the person copied needs or wants the information.

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Writer’s Checklist: Managing Your E-mail and Reducing Overload (continued) Set priorities for reading e-mail by skimming sender

names and subject lines as well as where you appear in a “cc:” (courtesy copy) and “bcc:” (blind courtesy copy) address line.

Check e-mail addresses before sending an e-mail and keep your addresses current.

Check your in-box regularly and try to clear it by the end of each day.

Create e-mail folders using key topics and personal names to file messages.

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Writer’s Checklist: Managing Your E-mail and Reducing Overload (continued) Review all messages on a subject before responding, to

avoid dealing with issues that are no longer relevant. Set priorities for reading an e-mail by skimming sender

names and subject lines as well as where you appear in a “cc:” (courtesy copy) address line.

Check e-mail addresses before sending an e-mail and keep your addresses current.

Create e-mail folders using key topics and personal names to files messages for future reference and access.

Writer’s Checklist: Managing Your E-mail and Reducing Overload (continued)

Check your in-box regularly and try to clear it by the end of each day using your topic folders to file information for reference.

Save sent copies of important e-mail messages in your topic folders.

Use the search tool in your e-mail program to find topics and personal names.

Print copies of messages and attachments or make them easily available on your mobile device when you need them for meetings or similar purposes.

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Writer’s Checklist: Instant Messaging Privacy and Security

Restrict contact lists on professional IM accounts to business associates to avoid inadvertently sending a personal message to an associate.

Learn the options, capabilities, and security limitations of your IM system and set the preferences that best suit your use of the system.

Be alert as with any digital medium to the possibilities of virus infections and security risks with messages, attachments, and contact lists.

Save significant IM exchanges (or logs) for your future reference if the software does not do so automatically.

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Writer’s Checklist: Instant Messaging Privacy and Security (continued)

Be aware that instant messages can be saved by your recipients and may be archived by your employer.

Do not use professional IM for office gossip or inappropriate exchanges.

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