Technical Writing: details of Email process

ECE Unit 2 PPT: Technical Writing: details of Email process

1. TECHNICAL WRITING

2. FORMAL LETTERS, MEMOS & E-MAILS .  INTRODUCTION Formal written communication includes business interactions in the form of memoranda [memos] letters, emails, reports, manuals, bulletins etc .In present day work places. The transfer of information on paper has been substantially replaced by electronic communication however the value of well-written messages remains unchanged. Effective letter writing requires a strong command over language, knowledge of the various popular formats, coherent thoughts, and a good choice of words. Often written documents serve as the first point of contact, and hence are crucial in creating the first impression  FORMATS OF WRITTEN CORRESPONDENCE Organizations usually have a set of formats for memos and letters, and hence each organization has its own established pattern of written communication. There are similarities as well as differences in the structure of letters, memos and emails. A memo consist of a To, From, Subject, and Date approach, which makes inter office communication easier. Since it has recommendation towards the end it quickly gives the action plan.

3. POSITIVE NEWS Positive news is mainly written to reassure or convey constructive information. It portrays the positive aspect of an issue, and helps in playing down the negative elements. Such communication helps level BAD NEWS Begin a negative message with a buffer statement. Then state the bad news along with proof and always conclude on a upbeat and positive note, maybe including a possible solution tothe situation. A neutral opening, followed with by a brief remainder of the positive aspects of the relationship in the past might constitute an encouraging beginning NEGATIVE MESSAGE It is never too difficult to deliver positive or neutral messages, but a negative message needs to be considered well and worded carefully. One has to adopt a direct or an indirect approach depending on the situation of a good relationship between the sender and recipient.

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5. E mail Electronic mail is a method of exchanging messages between people using electronic devices. Email is an important method of business communication that is fast, cheap, accessible and easily replicated. Using email can greatly benefit businesses as it provides efficient and effective ways to transmit all kinds of electronic data. • E-mails can be used as means to reach out to people outside an organisation and to send information within an organization.. To convey routine information. To request information or additional sources. • Inviting the reader to business meetings, conferences, seminars, workshops, etc. To seek explanations or clarifications.

6. • To describe problems. To persuade the reader to take an action. • Giving feedback, suggestions or recommendations. • Due to the rapid growth of internet, e-mail has become the most opular medium of communication. • Due to its high speed, low cost and efficiency, email is today one of the most important channels of communication. • E-mail are faster than letters and memos, they are used for quick transmission of ideas and information.

7. 2) ADVANTAGES OF E-MAIL S P E E D • Speed is the major advantage of using e-mail. • Unlike regular mail, which may take days or even years to reach its destination, e-mail reaches its destination instantaneously. • Distance is immaterial, a message can be sent quickly to anyone anywhere in the world. LOW COST As sending e-mail does not involve printing and copying, it is less expensive than any other channel of communication ( i.e postal mail ,fax) Ten e-mail messages may be sent in ten minutes and the only cost would be that of using the internet. Moreover the size of the message or the distance to the recipient does not affect the cost.

8. QUICK DIST• E-mail makes distribution quick and easy. • Messages can be sent to more than one person at the same time. There is no wasting of time and no repetition. FEXEBILITY E-mails allow complete flexibility during composing and drafting. While sending e-mail the sender may modify, redesign his/her message without printing and copying it. • He/she can easily change e-mail messages before sending them. Moreover he/she has the flexibility to receive or compose e-mails as per his/her convenience.

9. EASY ATTACHMENTS • It is easy to attach files, clippings, photographs, drawings, video clips, sound recordings and so on to an e-mail. • For example, resumes, scanned copies of matrimonial, transcripts and other documents can be attached to job applicant e-mail EASY UPWARD COMMUNICATION E-mail is less formal and structured than letters and memos. • It is normally in the form of a private dialogue where the sender wants to say something and expects a response to the message. Thus, e-mail promotes easier upward communication. While sending e-mail the reader need not worry about a formal or a fixed style of communication. He/she may follow any norms or any set patterns of writing and is free to choose any style or pattern that suits the content.

10. 3) CHARACTERISTICS OF SUCCESSFUL E- MAIL MESSAGES i . CONCISE • Conciseness is the most important characteristic of a successful e-mail message. • In an e-mail unnecessary explanations, repetitions, wordy expressions and exaggeration should be avoided. • Ideas should be organized in such a way that the e-mail makes its point with the fewest words possible. The reader may not be interested, or have the time in a very long and detailed message.

11. CORRECT Accuracy is crucial to successful e-mail writing. Correct form and structure should be used. Correct e-mail address should be written. Messages may bounce if incorrect e-mail address is written. The content of the e-mail should also be checked for factual accuracy. E-mail messages should be edited for spelling, punctuation, and grammar mistakes. CLEAR E-mails should be simple and clear. An unclear and vague e-mail should be immediately deleted. • Simple, familiar, appropriate linkers and transitional signals should be used to form short sentences and paragraphs.

12. CONVERSATIONAL TONE • The tone of e-mail messages are usually formal and conversational. It is better to give a tone which gives personal touch to e-mails. • However, one should avoid being too formal or emotional. Maintain professionalism without being too formal. Although first person pronouns conversational contractions (you 'Il, he'll, she'll) may be used Standard writing techniques should be used and professional writing conventions followed. SINGLE THEME A successful message deals with only one topic. • In order to be purposive, you need to focus on a single theme. • Develop a single theme logically, subordinating related ideas

13. 4) PARTS OF EMAIL MESSAGE An e-mail message consist of following general components: * SUBJECT -Subject is a description of the topic of the message and displays m most email systems that list email messages individually. * SENDER (From)-This is the sender's internet email address. *DATE and TIME RECEIVED (ON)- *REPLY (TO )- *RECIPIENT (TO)- *RECIPIENT EMAIL ADDRESS- *SALUTATION-Using the standard salutation shows respect and professionalism. Friendlier Salutation Professional But Cordial Example- 'Dear Mr. Kumar' or 'Greetings'

14. * BODY - The body of a message contains text that is the actual content, such as 'Employees who are eligible for new health care program should contact their supervisors by next Friday if they want to switch '. This may also include signatures inserted by the sender's email system. *CLOSING -An external email message may be concluded with an appropriate closing such as Best regards, Kind regards, Sincerely, Yours faithfully, Thank you etc. * SIGNATURE -The signature line in an email message generally contains only the writer's name. However, it can also contain the title and organization of sender. 5) KNOWING HOW TO WRITE EFFECTIVE EMAIL MESSAGES A meaningful subject line that accurately describes the content, giving your reader a concrete reason to open your message. Ex-'New Health Scheme'

15. keep the message focused “ *Purpose : Any textbook on business and professional writing will include examples of complaint and adjustment letters. * Directness • BE CORRECT – The message should be accurate. The e-mail address of receiver must be clear review , revise and edit before send it. • BE BRIEF – The information should be up to the point • BE FORMAL • AVOID REPETITION • MAINTAIN READABILITY – Give proper headings and sub headings. • TAKE CARE ABOUT TONE • GOOD ORGANISATION • AVOID UNNESSARY ATTACHMENT • BE KIND • DON’T ASSUME PRIVACY • RESPOND PROMPTLY • SHOW RESPECT AND RESTRAIN

16. FORMATTING E-MAIL MESSAGES E-Mail Format In order to write an appropriate email. It should be formatted correctly. When we receive an Internet e-mail message. it usually contains many lines Before the beginning of the actual text. These lines consist of the " header" of the Message. Most oi It is a record of the path the message took from the sender's computer to t'he reader's Computer. Headers also often contain a time and date stamp and an indication of whether files are attach to the message The three most important pieces of information in the header are the e-mail addresses of the sender and the recipient, and a subject line that tells what the ,message is about. All e-mail messages contain these three pieces of information. When a person sends an email message. the program usually inserts him/her name, return e-mail address. and date automatically. Therefore. the sender need not type his/her name e-mail address. and date again. He/She just needs to fill in the To" line with the recipient's email address, the "Subject" line With a clear and concise decrieption of the subject of his/her message. the CC line with the email address of anyone who to receive a copy of the e-mail message and the BCC line with the e-mail address of anyone who is to receive a blind copy of your e-mail message

17. E-mail includes the following : 1. Heading 2. Salutation 3. Body 4. Closing 5. Signature Heading :Heading segment of an e-mail includes the following six elements: • Date • From • To • Subject • cc • BCC

18. Date The Date line indicates the date the e-mail was written. It includes the day, month, year , and the exact time. While sending an email message. The date line usually appears automatically. Examples : Date: sat. 6 March 2004 + 0100(BST) Date: sun. 16 May 2004 Date: Mon. 19 July 2004 Date: wed. 4 Aug 2004 +0100(BST) From the from line contains the sender's name and e-mail address . The name does not include any Personal title such as Ms , Mrs. Mr. or Dr While sending an e-mail message. The return address usually appears automatically. Examples: From : Bright" [email protected]” From : " ashraf rizvi " [email protected]

19. TO The To line includes the recipient's e-mail address. Examples: To : <[email protected]> To :< [email protected]> Subject The Subject line summaries the topic of the e-mail in a few words. It includes clear and Complete information about the theme of the e-mail in phrase form. Examples: Subject : TACON 2004 Proposal Subject : Return from Extraordinary Leave Cc line: •No action or response is expected of individuals on the Cc The recipient needs only to read or file the message. •The individuals whose work is indirectly affected by the communication should be included on the Cc Examples: Cc : [email protected] Cc : [email protected]

20. Bcc line: •A feature similar to CC except that in BCC or blind courtesy copy, recipients are invisible to the other recipients. •Use Bcc field cautiously. Examples: Bcc: [email protected] Bcc: [email protected]

21. Salutation A salutation should be used, if e-mail is being used a means to reach out to people outside the senders organization . The same name as in the To line can be used with a personal title such as Ms , Mrs , Mr. or Dr. However. Salutation may be omitted if the email is being used to send information inside the sender's organization. Examples: Dear Dr Bright, Dear Professor Vaughan, Dear Maya, BODY The body of an e-mail message describes,explains,and disusses the central idea of the e-mail. The content of the e-mail should be organised carefully. Before you type anything into a new message, answer these two questions: 1.Why am I writing this? 2.What exactly do I want the result of this message to be? Opening : •Begin with a line of thanks. Find any way to thank target receivers. This will put them at ease, and it will make you appear more courteous. For example: •Thank you for contacting Group QA. •Thank you for your prompt response.

22. The first paragraph may begin with a friendly Opening followed by a statement of the main point. The next paragraph should begin by justifying the importance of the main point. The next few paragraphs, justification should be continued along with background information and supporting detail. The closing paragraph should restate the purpose of the e-mail and, in some cases, request some type of action. Closing An external e-mail message may be concluded with an appropriate closing such as Best regards, Kind regards, Regards, Sincerely, Yours faithfully, Thank you and regards, All the best, and so on. Complementary Closings : Below table shows some complementary closings for various circumstances.

23. Signature The signature line in an e-mail message generally contains only the writer's name. However, it may sometimes include the title and organization of the sender. the structure of an e-mail message

24. MEMOS

25. FORM AND STRUCTURE Writing memos is a professional activity. that demands effort and sincerity. In order to write a memo that works. the correct format should be used and standard writing conventions followed. "the memo should be divided into four segments to organise the information and to help achieve its purpose. Parts of a Memo Standards memos contain four parts: (I) Heading, (2) Opening, (3) Body, and (4) Closing. Heading The heading segment of a memo includes four elements, that is, date, the recipient's name and designation. the sender's name and designation and the subject- Date : (Complete and current)

26. To : (Name and designation of the recipient) From: (Name and designation of the' sender) Subject : (Topic of the memo) As the date line is used to indicate the date the memo written. it should include the current date mentioning the month, day and year. 'the date given should be placed two inches from the top Of the page. Some experts suggest that it is enough if the designations of the recipient and the sender are mentioned against TO and FROM in the layout. However, the sender may also mention his/her name and the narne of the recipient, but care should be taken to address the reader by her/his correct name. The subject line should mention the topic of the memo. In long memos, it may include the summary of the central idea Of the memo. A complete sentence should not be used for the subject line, it should be written in a phrase form. For example, "Executive Board meeting to discuss the recruitment policy" may be written instead of "Please attend the Executive Board meeting to discuss the recruitment policy". Being specific is important. For example, " leave" could refer to any leave because there could be different kinds of leave for different periods. Therefore, "Extra-ordinary Leave from March 16, 2004 to May 14, 2004" may be written instead of "Extra-ordinary Leave" or just "Leave". Following are some examples : SUBJECT: Summer Training Course for Marketing Executives

27. EXAMPLE OF HEADING

28. OPENING Most memos begin with a short paragraph describing the problem that led to the need for the memo and the basic ‘purpose ’ of the memo. The opening segment, thus, mentions the ‘ central idea’, which may include the context, the specific assignment or task, and the purpose of the memo . These aspects are encapsulated in the word context, assignment and purpose. While the context is the circumstance or background of a problem, the assignment describes the efforts to solve the problem. The purpose gives the reason for writing the memo. The opening of a memo must answer the following questions : • What is the problem? • What led to the need for the memo? • What is the purpose of the memo? CLOSING Memos should be closed with a courteous ending, stating, what action the reader is required to take. The sender can tell the readers how they will benefit from the desired actions. If a problem is being discussed in the memo, it may be closed by assuming up analysis of the problem and key recommendation. Thus the closing segment of a routine memo may contain action information seeking action-oriented response specifying the action that the reader is required to take, while complex and long memos may also contain a summary of the main idea

29. Optional Elements A few optional elements may be used in memos, as per requirements. These elements include references, attachments, and distribution lists. It may be necessary to provide reférences to other memos, letters, notices, circulars, reports, and other documents. The standard practice is to list the references at the top of the memo. Attachments provide supporting material for the subject of the memo and may include lists, graphs, diagrams, pictographs, photographs, tables, and other sources of data. A list Of attachments may either be given at the top of the memo or at the end. Distribution lists include the names of persons who might be receiving copies of the memo.

30. Characteristics of Effective Memos Memos play an important role in the decision making process in an organization by facilitating the flow of information within its various parts an nits. Good memos share certain characteristics, which include the following: Clarity Clarity is the first characteristic of a good memo. A memo must be clearly written because an unclear and vague memo will confuse the reader, leading to delay and inaction. In order to maintain clarity in memos, the folllowing points must be remembered: • Clear references should be used. • Simple, familiar, and specific words and expressions should be used. • Cliches and overused proverbs and phrases should be avoided. • Short sentences and paragraphs should be used. Ideas should be separated into paragraphs. • Appropriate linkers and transitional signals should be used.

31. Conciseness Concise and direct memos are more effective. A memo should contain only essential information. Unnecessary explanations, repetitions, wordy expressions, and exaggeration must be avoided in order to ensure that the memo makes its point with the fewest words possible. Unity Of Theme A memo, which does not have unity of theme, distracts the reader and ceases to be purposeful. An important way of ensuring unity in a memo is to make sure that it deals with onlv one topic. A single topic is developed, and related ideas are subordinated. Focusing on a single topic helps the writer unfold the theme logically. Informal tone Although a memo is a formal business document , its tone is usually informal and Conversational. As the writer is likely to be familiar with the reader, personal tone may be used in memos. A very formal tone might sound intimidating WRITING STRATEGIES: Business memos are systematic attempts to solve problems and stimulate thinking or action in individuals, a systematic writing plan needs to be followed. However, a memo may have to be written in short and there may not be time for detailed planning. That is why it is important to learn writing strategies. The following steps will help in organizing and presenting a memo systematically. • Step 1: Analyze the problem and purpose • Step 2: Determine the needs of the reader • Step 3: Determine the scope of your message

32. • Step 3: Determine the scope of your message • Step 4: Organize your message • Step 5: Write the first draft • Step 6: Revise, review and edit • Step 7: Write the final draft ORGANISING THE MESSAGE: After determining what should be covered in the memo, the message needs to be organized by selecting an appropriate organizational pattern. There are two widely recognized pattern to be organize a memo- direct pattern and indirect pattern DIRECT PATTERN: In direct organizational pattern, which is the most common, the sender starts out by stating the most important points first and then move to supporting details. Most memos contain routine information and the writer can begin the memo in the straight forward manner by telling the reader what he or she has in mind. In direct pattern, inductive reasoning is used. Thus

33. • Answers come before explanations • Requests come before reasons • Summaries come before details • Conclusions come before discussions • General statements come before specifics SUBJECT

34. DIRECT PATTERN

35. INDIRECT PATTERN: The indirect pattern makes an appeal or spews out evidence first and arrives at conclusion based on these facts. This plan is best used when it is necessary to arouse the reader’s interest before describing some action that should be taken. It is also appropriate to use while saying ‘No’ to something. In indirect structure: • Reasons come before requests • Details come before summaries • Background comes before conclusion • Explanations come before refusals

36. INDIRECT PATTERN

37. PREFACE It is written by an author himself. It introduces the report. The Foreword is written by the authority. PREFACE Shoppers world intends to extend the market to DBC road. It is found that 90% of women who go to work prefer shopping of all accessories or provisions at one go here. It is advisable to open super market. The availability of land and cost involved in procuring it is also feasible.

38. RECOMMENDATIONS The function of recommendation is to suggest the future course of action. If several recommendations are there list them out.

39. STYLE Formal Avoid jargons and abbreviations. Usually written in third person order. Avoid personal tone "I”. No place for personal emotions. It should have scientific attitude. Information should be valid, terse direct, clear . Use active voice. Assertive tone Factual information

40. ELEMENTS OF REPORT FRONT MATTER 1.COVER 2.FRONTISPIECE 3.TITLE PAGE 4.COPYRIGHT NOTICE 5.FORWARDING LETTER 5.PREFACE 6.ACKNOWLEDGEMENT 8.TABLE OF CONTENT 9. LIST OF ILLUSTRATIONS 10.ABSTRACT AND SUMMARY

41. BACK MATTER APPENDICES LIST OF REFERENCES BIBLIOGRAPHY GLOSSARY INDEX

42. COVER PAGE It is soft neutral coloured card used to protect he manuscript. It gives the neat appearance to the card It has following information 1) The Title of the report. 2)The date. 3) the number. 4)The classification. Top Secret ReportNumber:3068 NATIONAL AERONAUTICS LIMITED Shaheedpur AIRWORTHINESS OF ARROW-51 FIGHTERS 4 January 2021

43. TITLE PAGE It contains 1.Sub Title 2.Name of The Author 3.The to whom it is written 4.Date A REPORT ON SHOPPERS WORLD SUBMITTED BY R SHEKAR SALES OFFICER SHOPPERS WORLDS ANAND NAGAR SUBMITTED TO THE SALES MANAGER HYDERABAD REGION SUBMITTED ON 24 MARCH 2010

44. COPY RIGHT NOTICE If a report is published copyright notice is given inside the Title Page . FORWARDING LETTER It can be cover letter or introductory letter to form the rapport of the reader . Important points of scope are covered. Make references of authorization under which you did the work. PREFACE It is written by an author himself. It introduces the report. The Foreword is written by the authority.

45. LIST OF ILLUSTRATIONS It gives the information about the number, title and page reference of each illustrations such as figures tables maps, drawings, grahs pictures etc .. Absract and summary Abstract is 2to5% of report without any illustration and explanation . Summary is 5 to 10% of the report.Try to cover all the contents of the report .It gives the substance of the report .

46. (INTRO ) METHDOLOGY TELEPHONE METHOD 2 INTERVIEW METHOD OBSERVATION METHOD QUESTIONNAIRE METHOD SOURCES News Paper article Internet Library Recods etc .

47. INTRODUCTION (CONT…) Method of collecting data Their resources Definition of special terms Introduce the topic and tries to arrest the attention of the reader. Leads to the subject matter DISCUSSION OR DESCRIPTION This section discusses the main business under several sections with different heading. Clear explanation is given with footnotes and references. Written in backward order i.e. result first and then explanation .

48. RECOMMENDATIONS The function of recommendation is to suggest the future course of action. If several recommendations are there list them out. BACK MATTER APPENDICES IT supports the main body and sustains the theme and forms the essential part of the report. It include general questinnaires , saistical ,samples, forms, data etc LIST OF REFERENCES It gives the credit to the quotes or references which author had used or quoted in the report. It is prepared while writing the report. BIBLIOGRAPHY It is list of published or un published works which are consulted before or during the work. It recommends the works for further studies.

49. GLOSSARY It has the explanation of technical terms used in report It is for the audience who need the explanation of technical terms INDEX It is in alphabetical order. It enables the reader to easily locate the topi, sub topic,or any aspect of the content . THANK YOU By SAMEENA SAMAD