Business and Technical Correspondence

The preface to this chapter discusses the three most common forms of technical communication: letters, memos, and emails. In these forms of communication, etiquette is an important issue. For instance, the book says there has been little discussion of email etiquette. I think there has been a fair amount of discussion on email etiquette however. For instance, I think most people know not to type in all caps as it signifies anger or yelling. It is also incredibly annoying to read. Another example of workplace email etiquette is to include a formal heading and closing. It is not appropriate to annotated language such as “lol” or “ttyl” in a formal email. It shows immaturity and lack of decorum. Another example of etiquette is the use of the form letter. While often useful and time efficient, the form letter should never be used as a crutch or in lieu of better communication.

Email and other technical communication also have the tendency to allow the writer to be removed from the reality of the situation. For instance, when dismissing an employee, most employers feel a little sympathy for the employee. However, it is a lot easier to be unemotional, and even cold, in written communication. Technical communication can also be misleading or ambiguous. After all, when you read a document, you can’t hear intonation or see facial expression.

How to Get Results with Your Correspondence:
1. One of the best tips this chapter gives is to write for the recipient, not to them. The given example shows that it is important to show the benefit or importance to the reader, not to you. It is all about semantics and how the writer presents his information.
2. Personalize letters. This can be done through salutations.
3. Master tone
4. Write like you talk- Use plain language
5. Use gender neutral language
6. Specific language
7. Short and focused sentences
8. Use good grammar
9. Use active language, not passive
10. Be brief

Bad News Message Tactics:
1. Indirect- Thanks, Because, Sorry, Thanks
2. Direct- Thanks, Sorry, Because, Thanks