Professional and Technical Writing

5.1 TEXT, E-MAIL, AND NETIQUETTE

LEARNING OBJECTIVES

By the end of this section, you will be able to:

• Discuss the role of text messaging in business communication.
• Write effective e-mails for both internal and external communication.
• Demonstrate the appropriate use of netiquette.

Text messages and e-mails are part of our communication landscape, and skilled business communicators consider them a valuable tool to connect. Netiquette refers to etiquette, or protocols and norms for communication, on the Internet.

TEXTING

Whatever digital device you use, written communication in the form of brief messages, or texting, has become a common way to connect. It is useful for short exchanges, and is a convenient way to stay connected with others when talking on the phone would be cumbersome. Texting is not useful for long or complicated messages, and careful consideration should be given to the audience.

It is often said that you can tell how old someone is by how he or she inputs a phone number on a cell phone. If the person uses his or her thumb while holding the digital device, that person may have been raised on video games and be adept at one-handed interfaces. If he holds the digital device with one hand and inputs the number with the other, he may be over thirty, or may be less comfortable with some technological devices. Of course, there is no actual correlation between input and age, but it is a useful example to use when considering who your audience is when writing a text message. If the person is a one-hander, and knows all the abbreviations common to texting, you may be able to use similar codes to communicate effectively. If the person is a two-hander, you are better off using fewer words and spelling them out. Texting can be a great tool for connecting while on the go, but consider your audience and your company, and choose words, terms, or abbreviations that will deliver your message.

TIPS FOR EFFECTIVE BUSINESS TEXTING

• Know your recipient; “? % dsct” may be an understandable way to ask a close associate what the proper discount is to offer a certain customer, but if you are writing a text to your boss, it might be wiser to write, “what % discount does Murray get on $1K order?”
• Anticipate unintentional misinterpretation. Texting often uses symbols and codes to represent thoughts, ideas, and emotions. Given the complexity of communication, and the useful but limited tool of texting, be aware of its limitation and prevent misinterpretation with brief messages.
• Contacting someone too frequently can border on harassment. Texting is a tool. Use it when appropriate but don’t abuse it.
• Unplug yourself once in awhile. Do you feel constantly connected? Do you feel lost or “out of it” if you don’t have your cell phone and cannot connect to people, even for fifteen minutes? Sometimes being unavailable for a time can be healthy—everything in moderation, including texting.
• Don’t text and drive. Research shows that the likelihood of an accident increases dramatically if the driver is texting behind the wheel (Houston Chronicle, 2009). Being in an accident while conducting company business would reflect poorly on your judgment as well as on your employer.

E-MAIL

Electronic mail, usually called e-mail, is quite familiar to most students and workers. It may be used like text, or synchronous chat, and it can be delivered to a cell phone. In business, it has largely replaced print hard copy letters for external (outside the company) correspondence, as well as taking the place of memos for internal (within the company) communication (Guffey, 2008). E-mail can be very useful for messages that have slightly more content than a text message, but it is still best used for fairly brief messages.

Many businesses use automated e-mails to acknowledge communications from the public, or to remind associates that periodic reports or payments are due. You may also be assigned to “populate” a form e-mail in which standard paragraphs are used but you choose from a menu of sentences to make the wording suitable for a particular transaction.

E-mails may be informal in personal contexts, but business communication requires attention to detail, awareness that your e-mail reflects you and your company, and a professional tone so that it may be forwarded to any third party if needed. E-mail often serves to exchange information within organizations. Although e-mail may have an informal feel, remember that when used for business, it needs to convey professionalism and respect. Never write or send anything that you wouldn’t want read in public or in front of your company president.

TIPS FOR EFFECTIVE BUSINESS E-MAILS

• Proper salutations should demonstrate respect and avoid mix-ups in case a message is accidentally sent to the wrong recipient. For example, use a salutation like “Dear Ms. X” (external) or “Hi Barry” (internal).
• Subject lines should be clear, brief, and specific. This helps the recipient understand the essence of the message. For example, “Proposal attached” or “Your question of 10/25.”
• Close with a signature. Identify yourself by creating a signature block that automatically contains your name and business contact information.
• Avoid abbreviations. An e-mail is not a text message, and the audience may not find your wit cause to ROTFLOL (roll on the floor laughing out loud).
• Be brief. Omit unnecessary words.
• Use a good format. Include line breaks between sentences or divide your message into brief paragraphs for ease of reading. A good e-mail should get to the point and conclude in three small paragraphs or less.
• Reread, revise, and review. Catch and correct spelling and grammar mistakes before you press “send.” It will take more time and effort to undo the problems caused by a hasty, poorly written e-mail than to get it right the first time.
• Reply promptly. Watch out for an emotional response—never reply in anger—but make a habit of replying to all e-mails within twenty-four hours, even if only to say that you will provide the requested information in forty-eight or seventy-two hours.
• Use “Reply All” sparingly. Do not send your reply to everyone who received the initial e-mail unless your message absolutely needs to be read by the entire group.
• Avoid using all caps. Capital letters are used on the Internet to communicate emphatic emotion or yelling and are considered rude.
• Test links. If you include a link, test it to make sure it is complete.
• E-mail ahead of time if you are going to attach large files (audio and visual files are often quite large) to prevent exceeding the recipient’s mailbox limit or triggering the spam filter.
• Give feedback or follow up. If you don’t get a response in twenty-four hours, e-mail or call. Spam filters may have intercepted your message, so your recipient may never have received it.

Let’s look at two examples of business e-mail. In Figure 13.1, we have an e-mail form. In Figure 13.2, we have a letter written specifically for the situation and audience.

Figure 13.1

Welcome to [company name].

Dear [customer’s name],

Thank you for registering with the [company name].

You can manage your personal information from the “My Account” section of the site when you sign in to [company name].

You can change your contact details and password, track recent orders, add alternate shipping addresses, and manage your preferences and customer profile all in this one convenient location.

Thank you for your interest in [company name].

We look forward to your next visit.

Figure 13.2

To: Harriet Adamo, Physical Plant Manager, XYZ Corporation
From: Mel Vargas, Construction Site Manager, Maxim Construction Company
Sent: Monday 10/25/09 8:14 AM
Subject: construction interruptions

Harriet,

I know employees of XYZ Corp. are looking forward to moving into the new ABC Street building in January, but recently groups of employees who do not have business here have been walking through the building. These visits create a safety hazard, interrupt the construction workers, and could put your occupancy date in jeopardy.

Would you please instruct your staff members who haven’t already been moved to ABC Street to stay out of the building? If they need to meet here with someone who has already moved, they should conduct their business and leave promptly via the nearest staircase.

We need to avoid further interruptions so our construction workers can get the building ready for occupancy on schedule. If you have any questions, please call me.

Thanks,
Mel

Melvin R. Vargas
Construction Site Manager, Maxim Construction Co.
1234 Main Street, Big City, USA 98765-1111
(111) 123-4567, ext. 89

NETIQUETTE

We create personal pages, post messages, and interact via mediated technologies as a normal part of our careers, but how we conduct ourselves can leave a lasting image, literally. The photograph you posted on your MySpace page may have been seen by your potential employer, or that nasty remark in a post may come back to haunt you later. Some fifteen years ago, when the Internet was a new phenomenon, Virginia Shea laid out a series of ground rules for communication online that continue to serve us today.

VIRGINIA SHEA’S RULES OF NETIQUETTE

• Remember the human on the other side of the electronic communication.
• Adhere to the same standards of behavior online that you follow in real life.
• Know where you are in cyberspace.
• Respect other people’s time and bandwidth.
• Make yourself look good online.
• Share expert knowledge.
• Keep flame wars under control.
• Respect other people’s privacy.
• Don’t abuse your power.
• Be forgiving of other people’s mistakes.

Her rules speak for themselves and remind us that the golden rule (treat others as you would like to be treated) is relevant wherever there is human interaction (Shea, 1994).

KEY TAKEAWAYS

• A text message is a brief written message sent and received using a digital device. It is useful for informal, brief, time-sensitive communication.
• E-mail is useful for both internal and external business communications. The content and formatting of an e-mail message should reflect professionalism and follow the rules of netiquette.
• Social customs that exist in traditional, live, human interaction also influence the rules and customs by which we interact with each other in the online environment.

EXERCISES

1. Write a text message in your normal use of language. It should use all your normal abbreviations (e.g., FWIW, IMHO, LOL), even if not everyone understands them.

2. Find an example of an e-mail that you wish you had never sent or received. Rewrite it to eliminate the characteristics that you find problematic. Share it with your classmates.

3. Choose at least three e-mails you have sent or received that are good examples of business communication. What makes them good examples? Could they be improved in any way? Share your suggestions with classmates.

4. When is e-mail inappropriate? Why?

5. Find a “flame war,” or heated discussion in an online forum and note how it is handled. Compare the results with your classmates.

6. In your experience, how do people behave when they interact online? Share your observations with your classmates.

LICENSES AND ATTRIBUTIONS

CC licensed content, Shared previously

• English for Business Success. Authored by: Anonymous. Provided by: Anonymous. Located at: http://2012books.lardbucket.org/books/english-for-business-success/. License: CC BY-NC-SA: Attribution-NonCommercial-ShareAlike

5.2 VIDEO: TEXT, EMAIL, AND NETIQUETTE

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• Saylor.org BUS210: Text, Email, and Netiquette. Authored by: The Saylor Academy. Located at: http://www.youtube.com/watch?v=JJQcKqKH6QE&feature=youtu.be. License: All Rights Reserved. License Terms: Standard YouTube license

5.3 Memos

Written by Lee Ann Hodges

Category: Memos, Proposals & Reports

Published: 16 April 2013

Last Updated: 23 January 2018

Hits: 27886

Functions and Audience

Short for “memorandum,” a memo is a type of document used to communicate with others in the same organization.  Memos (or memoranda) are typically used for fairly short messages of one page or less, but informal reports of several pages may also employ memo format.

Format

Memos are distinguished by a header that includes DATE, TO, FROM, and SUBJECT lines. Other lines, such as CC or BCC, may be added as needed. An RE (“Reference”) line may be used instead of SUBJECT, but this use is becoming rarer as “RE” is often mistaken as “Reply” because of its use in email.

• DATE: List the date on which the memo is distributed.
• TO: List the names of the recipients of the memo. If there are several recipients, it’s acceptable to use a group name, such as “All Employees” or “Personnel Committee Members.”
• FROM: List the name and job title of the writer(s).
• SUBJECT: Think of the SUBJECT line as the title for the memo. Make it specific so that readers can immediately identify the topic.

These headings may be double- or single-spaced, and the SUBJECT line is often in all capital letters. Furthermore, the order of the items can vary. Many organizations have their own style preferences on these issues. If not, the order listed above, double-spaced, is the most common.

The text of memos typically uses block format, with single-spaced lines, an extra space between paragraphs, and no indentions for new paragraphs. However, if a report using memo format stretches to a few pages in length, double spacing may be used to improve its readability.

Organization

Professional communication forms are organized according to one of two strategies: Direct and indirect.

• The direct organization strategy presents the purpose of the document in the first paragraph (sometimes the first sentence) and provides supporting details in the body.
• The indirect organization strategy opens with relevant, attention-getting details that do not directly state the purpose of the document. The purpose is revealed in the body of the message, usually sandwiched between supporting details.

The direct approach is used for good news or routine communication; the indirect approach is used for persuasive, sales, or bad news messages.

A directly stated purpose is welcome in good news or routine messages but could be viewed as abrupt or insensitive in a bad news or persuasive message. When the audience is not receptive to the message, it is best to lead up to the purpose gradually.

In both types of organization, action information (such as deadlines or contact information) or a courteous closing statement is placed in the last paragraph.

Sample Direct Memo

Sample Indirect Memo

Style and Tone

While memo reports and policy memos are examples of documents that have a more formal tone, most memos will have a conversational style—slightly informal but still professional. The audience of memos are those with whom the writer works, so the writing style usually assumes a relationship with them (and therefore a certain lack of formality); just keep in mind that the relationship is a professional one, so the writing should reflect that. Furthermore, as with all workplace documents, the audience may contain a variety of readers, and the style and tone should be appropriate for all of their technical and authority levels.

Common Memo Writing Situations

Memos are used in a variety of workplace communication situations, from documentation of procedures and policies to simple announcements. Below are some common types of memos:

• Policies (changes and new)
• Instructions
• Procedures
• Announcements
• Trip reports

Distribution Medium

Memos may be distributed manually through print medium in organizations in which not all employees have access to email. Organizations with access to email may distribute memos as attachments to email.

In organizations in which email reaches every employee (or every employee in the memo’s audience), writers must determine whether to send a memo or an email message to convey their information. In cases such as this, writers should consider three factors: the nature of the message, the depth/number of its details, and its likelihood of being printed for easier reference. These types of messages should be written up in memo format and attached to an email message for fast (and environmentally friendly) distribution:

• Messages that have an official aura, such as new policies or revisions of policies.
• Messages containing much detail (such as instructions on how to calibrate a complicated piece of machinery).
• Messages requiring reference away from a computer (necessitating a print copy). Print copies of emails generally use a small type that is difficult to read.

5.4 MEMORANDUMS

LEARNING OBJECTIVES

By the end of this section, you will be able to:

• Discuss the purpose and format of a memo.
• Understand effective strategies for business memos.

MEMOS

A memo (or memorandum, meaning “reminder”) is normally used for communicating policies, procedures, or related official business within an organization. It is often written from a one-to-all perspective (like mass communication), broadcasting a message to an audience, rather than a one-on-one, interpersonal communication. It may also be used to update a team on activities for a given project, or to inform a specific group within a company of an event, action, or observance.

MEMO PURPOSE

A memo’s purpose is often to inform, but it occasionally includes an element of persuasion or a call to action. All organizations have informal and formal communication networks. The unofficial, informal communication network within an organization is often called the grapevine, and it is often characterized by rumor, gossip, and innuendo. On the grapevine, one person may hear that someone else is going to be laid off and start passing the news around. Rumors change and transform as they are passed from person to person, and before you know it, the word is that they are shutting down your entire department.

One effective way to address informal, unofficial speculation is to spell out clearly for all employees what is going on with a particular issue. If budget cuts are a concern, then it may be wise to send a memo explaining the changes that are imminent. If a company wants employees to take action, they may also issue a memorandum. For example, on February 13, 2009, upper management at the Panasonic Corporation issued a declaration that all employees should buy at least $1,600 worth of Panasonic products. The company president noted that if everyone supported the company with purchases, it would benefit all (Lewis, 2009).

While memos do not normally include a call to action that requires personal spending, they often represent the business or organization’s interests. They may also include statements that align business and employee interest, and underscore common ground and benefit.

MEMO FORMAT

A memo has a header that clearly indicates who sent it and who the intended recipients are. Pay particular attention to the title of the individual(s) in this section. Date and subject lines are also present, followed by a message that contains a declaration, a discussion, and a summary.

In a standard writing format, we might expect to see an introduction, a body, and a conclusion. All these are present in a memo, and each part has a clear purpose. The declaration in the opening uses a declarative sentence to announce the main topic. The discussion elaborates or lists major points associated with the topic, and the conclusion serves as a summary.

Let’s examine a sample memo.

Figure 13.3

To: All Employees
From: Larry Ogawa, President, University of State
Date: February 14, 2009
Subject: Future Expenditure Guidelines

After careful deliberation, I have determined it is necessary to begin the initial steps of a financial stewardship program that carries UState through what appears to be a two-year cycle of a severe state shortfall in revenue and subsequent necessary legislative budget reductions.

Beginning February 9, 2009, the following actions are being implemented for the General Fund, Auxiliary Fund, and Capital Fund in order to address the projected reductions in our state aid for the remainder of this year 2008–09 and for next year 2009–10.

1. Only purchases needed to operate the university should be made so that we can begin saving to reduce the impact of 2009–10 budget reductions.

2. Requests for out-of-state travel will require approval from the Executive Committee to ensure that only necessary institutional travel occurs.

3. Purchases, including in-state travel and budget transfers, will require the appropriate vice president’s approval.

Please understand that we are taking these prudent steps to create savings that will allow UState to reduce the impact of projected cuts in expected 2009–10 legislative reductions. Thank you for your cooperation, and please direct any questions to my office.

FIVE TIPS FOR EFFECTIVE BUSINESS MEMOS

AUDIENCE ORIENTATION

Always consider the audience and their needs when preparing a memo. An acronym or abbreviation that is known to management may not be known by all the employees of the organization, and if the memo is to be posted and distributed within the organization, the goal is clear and concise communication at all levels with no ambiguity.

PROFESSIONAL, FORMAL TONE

Memos are often announcements, and the person sending the memo speaks for a part or all of the organization. While it may contain a request for feedback, the announcement itself is linear, from the organization to the employees. The memo may have legal standing as it often reflects policies or procedures, and may reference an existing or new policy in the employee manual, for example.

SUBJECT EMPHASIS

The subject is normally declared in the subject line and should be clear and concise. If the memo is announcing the observance of a holiday, for example, the specific holiday should be named in the subject line—for example, use “Thanksgiving weekend schedule” rather than “holiday observance.”

DIRECT FORMAT

Some written business communication allows for a choice between direct and indirect formats, but memorandums are always direct. The purpose is clearly announced.

OBJECTIVITY

Memos are a place for just the facts, and should have an objective tone without personal bias, preference, or interest on display. Avoid subjectivity.

KEY TAKEAWAY

Memos are brief business documents usually used internally to inform or persuade employees concerning business decisions on policy, procedure, or actions.

EXERCISES

1. Find a memo from your work or business, or borrow one from someone you know. Share it with your classmates, observing confidentiality by blocking out identifying details such as the name of the sender, recipient, and company. Compare and contrast.

2. Write a memo informing your class that an upcoming holiday will be observed. Post and share with classmates.

LICENSES AND ATTRIBUTIONS

CC licensed content, Shared previously

• English for Business Success. Authored by: Anonymous. Provided by: Anonymous. Located at: http://2012books.lardbucket.org/books/english-for-business-success/. License: CC BY-NC-SA: Attribution-NonCommercial-ShareAlike

5.5 Letters

LEARNING OBJECTIVES

By the end of this section, you will be able to:

• Describe the fifteen parts of a standard business letter.
• Access sample business letters and write a sample business letter.

LETTERS

Letters are brief messages sent to recipients that are often outside the organization (Bovee & Thill, 2010).They are often printed on letterhead paper, and represent the business or organization in one or two pages. Shorter messages may include e-mails or memos, either hard copy or electronic, while reports tend to be three or more pages in length.

While e-mail and text messages may be used more frequently today, the effective business letter remains a common form of written communication. It can serve to introduce you to a potential employer, announce a product or service, or even serve to communicate feelings and emotions. We’ll examine the basic outline of a letter and then focus on specific products or writing assignments.

All writing assignments have expectations in terms of language and format. The audience or reader may have their own idea of what constitutes a specific type of letter, and your organization may have its own format and requirements. This chapter outlines common elements across letters, and attention should be directed to the expectations associated with your particular writing assignment. There are many types of letters, and many adaptations in terms of form and content, but in this chapter, we discuss the fifteen elements of a traditional block-style letter.

Letters may serve to introduce your skills and qualifications to prospective employers, deliver important or specific information, or serve as documentation of an event or decision. Regardless of the type of letter you need to write, it can contain up to fifteen elements in five areas. While you may not use all the elements in every case or context, they are listed in Table 13.1 “Elements of a Business Letter”.

Table 13.1 Elements of a Business Letter

STRATEGIES FOR EFFECTIVE LETTERS

Remember that a letter has five main areas:

1. The heading, which establishes the sender, often including address and date
2. The introduction, which establishes the purpose
3. The body, which articulates the message
4. The conclusion, which restates the main point and may include a call to action
5. The signature line, which sometimes includes the contact information

A sample letter is shown in Figure 13.5 “Sample Business Letter”.

Figure 13.5 Sample Business Letter

(1 inch margins on all sides of the letter)

1. Return Address: (if not in letterhead logo)
2. Date: 01/01/201X

3. Reference—Re: How to write a letter
4. Delivery (optional): USPS Certified Mail #123456789
5. Recipient Note (optional): Confidential

6. Salutation: Dear Student X:

7. Introduction: This letter is to inform you that the myth of a paperless office, where you will not be required to produce hard copy letters on letterhead, is a myth.

8. Body: While email has largely replaced letter writing for many applications, there remain several reasons for producing a hard-copy letter. The first reason is that you are required to write it for this class, as many employers still produce letters as a normal part of business communication, including documentation. Next, we must consider that paper sales in business have increased across the last decade, showing no signs of the decrease we would associate with the transition to the paperless office. Finally, business letters serve many functions, and your proficiency in their efficient and effective production will contribute to your personal and professional success.

9. Conclusion: Letter writing is a skill that will continue to be required in the business environment of today and tomorrow.

10. Close: Sincerely,

11. Signature Line: Scott McLean

12. Preparation Line: GSM/ep

13. Enclosures: (optional, if needed)

14. Courtesy Copies: cc: Jenn Yee

15. Logo/Contact Information:
13 N. Mill Street
Nyack, NY 10960

Always remember that letters represent you and your company in your absence. In order to communicate effectively and project a positive image,

• be clear, concise, specific, and respectful;
• each word should contribute to your purpose;
• each paragraph should focus on one idea;
• the parts of the letter should form a complete message;
• the letter should be free of errors.

KEY TAKEAWAYS

• Letters are brief, print messages often used externally to inform or persuade customers, vendors, or the public.

• A letter has fifteen parts, each fulfilling a specific function.

EXERCISES

1. Create a draft letter introducing a product or service to a new client. Post and share with classmates.

2. Find a business letter (for example, an offer you received from a credit card company or a solicitation for a donation) and share it with your classmates. Look for common elements and points of difference.

3. Now that you have reviewed a sample letter, and learned about the five areas and fifteen basic parts of any business letter, write a business letter that informs a prospective client or customer of a new product or service.

5.6 VIDEO: MEMORANDUMS AND BUSINESS LETTERS

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• Saylor.org BUS210: Memorandums and Business Letters. Authored by: The Saylor Academy. Provided by: http://www.youtube.com/watch?v=B3ViH4v57QE. License: All Rights Reserved. License Terms: Standard YouTube license

5.7 Business Letter Format

The Writing Center, University of North Carolina at Chapel Hill: "Business Letters"

WHAT THIS HANDOUT IS ABOUT

This handout will help you write business letters required in many different situations, from applying for a job to requesting or delivering information. While the examples that are discussed specifically are the application letter and cover letter, this handout also highlights strategies for effective business writing in general.

PRINCIPLES TO KEEP IN MIND

Business writing is different

Writing for a business audience is usually quite different than writing in the humanities, social sciences, or other academic disciplines. Business writing strives to be crisp and succinct rather than evocative or creative; it stresses specificity and accuracy. This distinction does not make business writing superior or inferior to other styles. Rather, it reflects the unique purpose and considerations involved when writing in a business context.

When you write a business document, you must assume that your audience has limited time in which to read it and is likely to skim. Your readers have an interest in what you say insofar as it affects their working world. They want to know the “bottom line”: the point you are making about a situation or problem and how they should respond.

Business writing varies from the conversational style often found in email messages to the more formal, legalistic style found in contracts. A style between these two extremes is appropriate for the majority of memos, emails, and letters. Writing that is too formal can alienate readers, and an attempt to be overly casual may come across as insincere or unprofessional. In business writing, as in all writing, you must know your audience.

In most cases, the business letter will be the first impression that you make on someone. Though business writing has become less formal over time, you should still take great care that your letter’s content is clear and that you have proofread it carefully.

Pronouns and active versus passive voice

Personal pronouns (like I, we, and you) are important in letters and memos. In such documents, it is perfectly appropriate to refer to yourself as I and to the reader asyou. Be careful, however, when you use the pronoun we in a business letter that is written on company stationery, since it commits your company to what you have written. When stating your opinion, use I; when presenting company policy, use we.

The best writers strive to achieve a style that is so clear that their messages cannot be misunderstood. One way to achieve a clear style is to minimize your use of the passive voice. Although the passive voice is sometimes necessary, often it not only makes your writing dull but also can be ambiguous or overly impersonal. Here’s an example of the same point stated in passive voice and in the active voice:

PASSIVE: The net benefits of subsidiary divestiture were grossly overestimated.

[Who did the overestimating?]

ACTIVE: The Global Finance Team grossly overestimated the net benefits of subsidiary divestiture.

The second version is clearer and thus preferable.

Of course, there are exceptions to every rule. What if you are the head of the Global Finance Team? You may want to get your message across without calling excessive attention to the fact that the error was your team’s fault. The passive voice allows you to gloss over an unflattering point—but you should use it sparingly.

Focus and specificity

Business writing should be clear and concise. Take care, however, that your document does not turn out as an endless series of short, choppy sentences. Keep in mind also that “concise” does not have to mean “blunt”—you still need to think about your tone and the audience for whom you are writing. Consider the following examples:

After carefully reviewing this proposal, we have decided to prioritize other projects this quarter.
Nobody liked your project idea, so we are not going to give you any funding.

The first version is a weaker statement, emphasizing facts not directly relevant to its point. The second version provides the information in a simple and direct manner. But you don’t need to be an expert on style to know that the first phrasing is diplomatic and respectful (even though it’s less concise) as compared with the second version, which is unnecessarily harsh and likely to provoke a negative reaction.

Business letters: where to begin

Reread the description of your task (for example, the advertisement of a job opening, instructions for a proposal submission, or assignment prompt for a course). Think about your purpose and what requirements are mentioned or implied in the description of the task. List these requirements. This list can serve as an outline to govern your writing and help you stay focused, so try to make it thorough. Next, identify qualifications, attributes, objectives, or answers that match the requirements you have just listed. Strive to be exact and specific, avoiding vagueness, ambiguity, and platitudes. If there are industry- or field-specific concepts or terminology that are relevant to the task at hand, use them in a manner that will convey your competence and experience. Avoid any language that your audience may not understand. Your finished piece of writing should indicate how you meet the requirements you’ve listed and answer any questions raised in the description or prompt.

APPLICATION LETTERS AND COVER LETTERS

Many people believe that application letters and cover letters are essentially the same. For purposes of this handout, though, these kinds of letters are different. The letter of application is a sales letter in which you market your skills, abilities, and knowledge. A cover letter, on the other hand, is primarily a document of transmittal. It identifies an item being sent, the person to whom it is being sent, and the reason for its being sent, and provides a permanent record of the transmittal for both the writer and the reader.

APPLICATION LETTERS

When writing an application letter, remember that you probably have competition. Your audience is a professional who screens and hires job applicants—someone who may look through dozens or even hundreds of other applications on the day she receives yours. The immediate objective of your application letter and accompanying resume is to attract this person’s attention. Your ultimate goal is to obtain an interview.

As you write your application letter, be sure you complete three tasks: catch the reader’s attention favorably, convince the reader that you are a qualified candidate for the job, and request an interview.

Application letter checklist:

• Identify the job by title and let the recipient know how you heard about it.
• Summarize your qualifications for the job, specifically your work experience, activities that show your leadership skills, and your educational background.
• Refer the reader to your enclosed resume.
• Ask for an interview, stating where you can be reached and when you will be available. If your prospective employer is located in another city and you plan to visit the area, mention the dates for your trip.
• If you are applying for a specific job, include any information pertinent to the position that is not included in your resume.

To save your reader time and to call attention to your strengths as a candidate, state your objective directly at the beginning of the letter.

Example:

I am seeking a position as a manager in your Data Center. In such a management position, I can use my master’s degree in information systems and my experience as a programmer/analyst to address business challenges in data processing.

If you have been referred to a company by one of its employees, a career counselor, a professor, or someone else, mention that before stating your job objective.

Example:

During the recent ARRGH convention in Washington, D.C., one of your sales representatives, Dusty Brown, informed me of a possible opening for a manager in your Data Center. My extensive background in programming and my master’s degree in information systems make me highly qualified for the position.

In subsequent paragraphs, expand on the qualifications you mentioned in your opening. Add any appropriate details, highlighting experience listed on your resume that is especially pertinent to the job you are seeking. Close with a request for an interview. Proofread your letter carefully.

Two sample letters of application are presented below. The first letter (Sample #1) is by a recent college graduate responding to a local newspaper article about the company’s plan to build a new computer center. The writer is not applying for a specific job opening but describes the position he seeks. The second letter (Sample #2) is from a college senior who does not specify where she learned of the opening because she is uncertain whether a position is available.

Sample #1

6123 Farrington Road
Apt. B11
Chapel Hill, NC 27514
January 11, 2005

Taylor, Inc.
694 Rockstar Lane
Durham, NC 27708

Dear Human Resources Director:

I just read an article in the News and Observer about Taylor’s new computer center just north of Durham. I would like to apply for a position as an entry-level programmer at the center.

I understand that Taylor produces both in-house and customer documentation. My technical writing skills, as described in the enclosed resume, are well suited to your company. I am a recent graduate of DeVry Institute of Technology in Atlanta with an Associate’s Degree in Computer Science. In addition to having taken a broad range of courses, I served as a computer consultant at the college’s computer center where I helped train users to work with new systems.

I will be happy to meet with you at your convenience and discuss how my education and experience match your needs. You can reach me at my home address, at (919) 233-1552, or at krock@devry.alumni.edu.

Sincerely,

Raymond Krock

Sample #2

6123 Farrington Road
Apt. G11
Chapel Hill, NC 27514
January 11, 2005

Taylor, Inc.
694 Rockstar Lane
Durham, NC 27708

Dear Ms. Jones:

I am seeking a position in your engineering department where I may use my training in computer sciences to solve Taylor’s engineering problems. I would like to be a part of the department that developed the Internet Selection System but am unsure whether you have a current opening.

I expect to receive a Bachelor of Science degree in Engineering from North Carolina State University in June and by that time will have completed the Computer Systems Engineering Program. Since September 2000, I have been participating, through the University, in the Professional Training Program at Computer Systems International in Raleigh. In the program I was assigned to several staff sections as an apprentice. Most recently, I have been a programmer trainee in the Engineering Department and have gained a great deal of experience in computer applications. Details of the academic courses I have taken are included in the enclosed resume.

If there is a position open at Taylor Inc., please let me know whom I should contact for further information. I look forward to hearing from you soon. I may be reached at my office(919-866-4000 ext. 232) or via email (Brock@aol.com).

Sincerely,

Rebecca Brock

COVER LETTERS

As mentioned previously, application letters and cover letters are not the same. A cover letter identifies an item being sent, the person to whom it is being sent, and the reason for its being sent. A cover letter provides a permanent record of the transmittal for both the writer and the reader.

In a cover letter, keep your remarks brief. Your opening should explain what you are sending and why. In an optional second paragraph, you might include a summary of the information you are sending. A letter accompanying a proposal, for example, might point out sections in the proposal that might be of particular interest to the reader. The letter could then go on to present a key point or two explaining why the writer’s firm is the best one for the job. The closing paragraph should contain acknowledgements, offer additional assistance, or express the hope that the material will fulfill its purpose.

The following are examples of cover letters. The first letter (Sample #1) is brief and to the point. The second letter (Sample #2) is slightly more detailed because it touches on the manner in which the information was gathered.

Sample #1

Your Company Logo and Contact Information

January 11, 2005

Brian Eno, Chief Engineer
Carolina Chemical Products
3434 Pond View Lane
Durham, NC 27708

Dear Mr. Eno:

Enclosed is the final report on our installment of pollution control equipment at Eastern Chemical Company, which we send with Eastern’s Permission. Please call me collect (ext. 1206) or email me at the address below if I can answer any questions.

Sincerely,

Nora Cassidy
Technical Services Manager
ncassidy@company.com

Enclosure: Report

Sample #2

Your Company Logo and Contact Information

January 11, 2005

Brian Eno, Chief Engineer
Ecology Systems, Inc.
8458 Obstructed View Lane
Durham, NC 27708

Dear Mr. Eno:

Enclosed is the report estimating our power consumption for the year as requested by John Brenan, Vice President, on September 4.

The report is the result of several meetings with Jamie Anson, Manager of Plant Operations, and her staff and an extensive survey of all our employees. The survey was delayed by the transfer of key staff in Building A. We believe, however, that the report will provide the information you need to furnish us with a cost estimate for the installation of your Mark II Energy Saving System.

We would like to thank Billy Budd of ESI for his assistance in preparing the survey. If you need more information, please let me know.

Sincerely,

Nora Cassidy
New Projects Office
ncassidy@company.com

Enclosure: Report

WORKS CONSULTED

We consulted these works while writing the original version of this handout. This is not a comprehensive list of resources on the handout’s topic, and we encourage you to do your own research to find the latest publications on this topic. Please do not use this list as a model for the format of your own reference list, as it may not match the citation style you are using. For guidance on formatting citations, please see the UNC Libraries citation tutorial.

Freeman, Lawrence H. Franklin Covey Style Guide for Business and Technical Writing. Salt Lake City, Utah: Franklin Covey, 1997.

Locker, Kitty O. Business and Administrative Communication. Boston, Mass.: Irwin/McGraw-Hill, 1997.

For samples of various types of resumes and business letters:

http://careers.unc.edu/

http://www.provenresumes.com

http://www.4hb.com/letters/index.html

Last modified: Thursday, 25 June 2015, 8:01 PM