1. Other Forms of Technical Writing EMAIL

2. DEFINITION

3. I. DEFINITION EMAIL: • internal or external • written to someone within or outside your company • informal • written for speed • speed of writing, of delivery • with formal attachments

4. GENERAL GUIDELINES

5. II. GENERAL GUIDELINES 1) PURPOSE: • You should show a clear sense of purpose • Why are you writing? • Purpose Statements • Purpose Statements • Implied vs. Overt (announce) • Letter • “As you requested yesterday, ….” • Memo: • “This memorandum will….”

6. II. GENERAL GUIDELINES 2) READER ANALYSIS: • Know your readers’ needs • Know their technical levels • Planning Form

7. II. GENERAL GUIDELINES 2) READER ANALYSIS: • Whom you are trying to inform or influence influences your – • vocabulary • argument • tone • Multiple Readers/Complex Audience: • = varied audience (regarding technical skill level) • (1) reduce the level of technicality or • (2) write different parts for different readers

8. II. GENERAL GUIDELINES 3) FORMAT: • Pay attention to correct formats • Guidelines • Employ Email Etiquette • Follow company guidelines • for uniformity

9. II. GENERAL GUIDELINES 3) FORMAT • Copy: • usually a “send” option • CC = carbon copy • Abbreviation + Name of person/s receiving the copies

10. II. GENERAL GUIDELINES 3) FORMAT • Postscripts: • last item (used but occasionally) • PS or P.S.

11. II. GENERAL GUIDELINES 4) ABC Format: • ABSTRACT • BODY • CONCLUSION • (see the “Specific Guidelines” below)

12. II. GENERAL GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: • CAPTURE • CONVINCE • CONTROL

13. II. GENERAL GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: • CAPTURE • Capture interest with a good opener • Tell readers what the letter/memo can do for them

14. II. GENERAL GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: • CONVINCE • Convince the reader with supporting points • Evidence supports opening claim: • this document will make their lives easier

15. II. GENERAL GUIDELINES 5) 3 C’s STRATEGY of PERSUASION: • CONTROL • Control the closing • Use a statement that • puts you in the position of following up on the letter/memo • and solidifies your relationship with the reader

16. II. GENERAL GUIDELINES 6) “YOU”: • Focus on the reader • Anticipate & answer questions the reader may raise • “How will this affect the cost? By allowing….” • Replace “I” & “me” with “you” & “your”

17. II. GENERAL GUIDELINES 7) ATTACHMENTS: • Email = brief • Detail = in the attachment • keeps the focus on the main point/message • doesn’t distract, avoids clutter • details = for future reference

18. II. GENERAL GUIDELINES 8) DIPLOMACY: • Be tactful • persuade & entice, don’t command • be mindful of your TONE & DICTION • don’t be pushy, 1-sided, condescending • Positive (good news) letters = • in the active voice • Negative (bad news) letters = • in the passive voice

19. II. GENERAL GUIDELINES 9) EDIT-PROOFREAD: • Errors = obvious in short pieces • Grammar – • missing or improper punctuation • faulty subject-verb agreement • faulty pronoun-reference agreement • “sexist” language

20. II. GENERAL GUIDELINES 9) EDIT-PROOFREAD: • Mechanics – • spelling errors • old or wrong address • wrong title, job title

21. II. GENERAL GUIDELINES 9) EDIT-PROOFREAD: • Style – • negative tone • no negatives: don’t, won’t, cannot • clichés & pat expressions • “per your request” • long, windy sentences • presumptive phrases • “thank you in advance”

22. II. GENERAL GUIDELINES 10) QUICK RESPONSE: • Written & sent within 48 hours • Give plenty of time for an appropriate response from readers • Examples – • follow-up letter to meeting • customer request on a product • service or shipping delay

23. SPECIFIC GUIDELINES

24. III. SPECIFIC GUIDELINES 1) APPROPRIATE USE of EMAIL: • Don’t send too quickly

25. III. SPECIFIC GUIDELINES 1) APPROPRIATE USE of EMAIL: • (advantages) • speed • receipt confirmation • quick reply • cheap to use • cheap to send multiple copies & attachments • saves time • less formal

26. III. SPECIFIC GUIDELINES 1) APPROPRIATE USE of EMAIL: • (disadvantages) • not private • less formal

27. III. SPECIFIC GUIDELINES 2) ABC Format for EMAIL : • ABC • Abstract – • casual, friendly greeting • if justified by your relationship • introduction of your purpose • Purpose Statement • short, clear • summary of your main points • list of main topics covered • 1-2small paragraphs

28. III. SPECIFIC GUIDELINES 2) ABC Format for EMAIL : • ABC • Body – • supporting data • short paragraphs, with deduction • main point = 1st • headings & lists • abbreviations & jargon • ONLY when understood by ALL readers

29. III. SPECIFIC GUIDELINES 2) ABC Format for EMAIL : • ABC • Body – • lists to break-up the text • headings to break-up the text, divide info • personal names • names of readers • paragraphs = Deduction • General  Specific • main point = 1st

30. III. SPECIFIC GUIDELINES 2) ABC Format for EMAIL : • ABC • Conclusion – • summary of main point • summary of your main idea, purpose • clear statement of what will happen next • Reader Analysis and Firsts & Lasts

31. III. SPECIFIC GUIDELINES 3) Standard “MEMO” Format: • date, to, from, subject 4) One Main Subject: • one main subject per email • state clearly, concisely, specifically • in the Subject Line • describe the point in the Body

32. III. SPECIFIC GUIDELINES 5) Positive Conversational Style: • use “good taste” • fragments & slang = permissible • IF they are in good taste • watch your tone • not angry, negative • constructive exchanges only

33. III. SPECIFIC GUIDELINES 6) Message = Context: • Why are you writing? • if in reply  • “send with receipt” or • with a copy of the original • also, summarize the original 7) Appropriate Method of Reply: • reply to short message: at the start • reply to long, complex message: • one point at a time (headings)

34. III. SPECIFIC GUIDELINES 8) Careful Format: (page design) • headings • bulleted lists • white space • separators

35. III. SPECIFIC GUIDELINES 9) Chunk Information: • break into digestible, coherent chunks • one specific topic • topic, time, date, location, prerequisites, details

36. III. SPECIFIC GUIDELINES 10) Include Ways to Unsubscribe (groups): • give recipients a way of abstaining from future notices • show consideration 11) Suppress Recipients’ Addresses (groups): • use “bcc” (Blind Copy) line to suppress group members’ addresses • unless the group has given permission

37. III. SPECIFIC GUIDELINES 12) Compose in Word Processor: • check spelling & other mechanics • “cut & paste” when you’re done

38. SUMMARY

39. IV. SUMMARY • Make wise use of ATTACHMENTS • place details in attachments • keep particulars, specifics out of these brief communiqués • Complete READER ANALYSIS • address their needs • write to their technical skill levels • follow the Rule of “Firsts & Lasts”

40. IV. SUMMARY • Follow the ABC Format • Abstract • Body • Conclusion • Plus the 3 C’s Strategy of Persuasion • Capture • Convince • Control

41. IV. SUMMARY • Have a clear PURPOSE & ORGANIZATION • Purpose Statements • ABC & #3 C’s • Planning Forms • Astutely employ PAGE DESIGN elements • Headings • Lists

42. IV. SUMMARY • Specific Guidelines • Appropriately Use Email • Follow the ABC Format for EMAIL • Employ Standard “MEMO” Format • Have only ONE Main Subject • Utilize a Positive Conversational Style • Message = Context • Choose an Appropriate Method of Reply • Follow Careful Page Design • Chunk Information • Include Ways to Groups to Unsubscribe • Suppress Group-Recipients’ Addresses • Compose in Word Processor