Business Writing Skills

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 Introduction to Business Writing

Business writing has two goals

It must clearly and concisely convey information using

a style that your reader understands.
When appropriate, it must convince someone to do
something such as carrying out a set of tasks correctly, paying
an overdue account or correcting a mistake.

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Steps in Writing Business Correspondence

analyzing the audience

determining purpose and organizing your thoughts
writing the outline in a logical order and formulating the
main point
gathering and organizing material
writing the first draft

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 Steps in Writing Business Correspondence

Step 1. Analyzing the Audience

You begin by developing an audience profile. Some questions

to ask yourself are:
What does your reader want or need to know?
What do I know about the reader?
What do I know about the readers experience and knowledge
base?
Do I know about the readers cultural background?
What kind of relationship do I have with the reader?
Do I need to be more formal or can I be informal?
Do I need to be detailed and thorough or short and direct?

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 Steps in Writing Business Correspondence

Step 2. Determining Purpose and Organizing your

Thoughts

Think about your topic and what you already know about it.
Narrow the focus of the topic.
Gather all the facts and figures you need for your research.
Rethink the topic, narrowing the focus further.

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 Steps in Writing Business Correspondence

Step 3. Writing the Outline in a Logical Order &

Formulating the main point

Priority: Start with the most important item and finish with
the least important. Priority places emphasis on the most
important item, which most likely will be read and
remembered.

Reverse Priority: Start with the least important item and

finish with the most important. If the customer persuades,
you may need to follow this order because the customer
remembers the last item read.

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 Steps in Writing Business Correspondence

Contd
Chronological: Start with first occurrence and work with the
present time. When you explain a process or procedure, use
this order.
Reverse Chronological: Start with the most recent occurrence
and work backward in time to the first event. This order
emphasizes the current situation.
Simple to Complex: Start with a simple topic and build from
that in sequential order to a more complex topic.

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 Steps in Writing Business Correspondence

Contd

Comparison: Indicate similarities among the issues under

consideration on a series of criteria.
Contrast: Show differences among the issues under
consideration on a set of criteria.
Spatial: Discuss an element according to some physical order,
for example, left to right or top to bottom. This emphasizes
the relationship of one part to another.

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 Steps in Writing Business Correspondence

Step 4. Gathering and Organizing Material

Use all the relevant sources available to gather the
material you need. Books or manuals on company policy,
domain related documents, rules and policies, use them
all. Find out all that you need to know in terms of ideas,
and collecting information.

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 Steps in Writing Business Correspondence

Step 5. Writing the First Draft

Some points to remember when writing your writing
draft

Do not stop to read over what you have written until you
finish the draft. Work as fast as you can.
Do not worry about your writing style or about correctness.
Do not go back to check on your data or re-evaluate your
findings. Make a note to do that later.

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 Steps in Writing Business Correspondence

Step 5. Writing the First Draft (Contd)

Somewhat like the vehicles we drive, we may find at some

time that we cannot start writing. You may even begin to
panic as your deadline gets nearer and nearer and still have
not written a draft. This is what is commonly known as
writers block. Approach the writing with a relaxed and
confident attitude.

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 Steps in Writing Business Correspondence

Step 5. Writing the First Draft (Contd)

If you feel daunted when facing a blank page, work gradually

by enlarging your outline.
Try to eliminate distractions.
Start writing in the middle (select the material you feel most
comfortable with and write up that part first).

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 Style

Style

E-mail can be written in various styles. It can be formal,

informal, semi-formal, or colloquial in nature. The
difference in style is determined by:

Salutation
Tone and choice of words
Sign off
Usage of jargons
Usage of abbreviations
Usage of full name

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 Tone

Tone

Tone is defined as the attitude or personality that comes

across in your writing. The tone plays an important part in
the way the reader receives the message. Tone can be of
two types:
Personal tone
Impersonal tone

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 Tone

Personal tone

It uses the pronouns I, we, our, or any other first-

person pronouns and the second-person pronouns of
you, your, and yourself. The personal tone is used in
practically all business letters, in memorandums, and in
many essays or business articles.

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 Tone

Impersonal tone

Material written in the impersonal tone does not

include any first- or second-person pronouns. The
impersonal tone is used for newspaper writing, magazine
articles, some textbooks and business reports. This tone
uses the third-person pronoun.

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 Tone

Length of Statement

The length of sentence written in business writing must

be short and crisp. Long sentences are harder to
understand than short sentences. The longer a sentence
the more difficult it is for the reader to understand the
sentence.

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 Choice of Words

Choice of Words

Gender Sensitivity:
In todays business world, you will find both men and
women in all types of occupations and at all levels in an
organization. As a result, it is important not to assume
that your readers are all male or all female. Increasingly,
business firms are phrasing out the use of he, his, man,
mankind and other exclusively masculine terms to refer
to both sexes. The modern business world uses
languages that are not biased toward either sex but
include both.

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 Choice of Words

Some practical guidelines for using gender-

inclusive language

1. Avoid thinking in stereotypes the manager is male, the

secretary female in your writing.

Avoid: Our course is designed to help your assistant or

secretary reach her potential.

Revised: Our course is designed to develop the full

potential of your secretary and assistant.

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 Choice of Words
Some practical guidelines for using gender-
inclusive language (Contd)

2. Rephrase sentences to avoid awkward

constructions.
The constant repetition of his or her, he
or she, him or her can call attention to gender rather than
subordinate it to the message. When possible, rephrase
the sentence by using the plural form using I, we, you,
they, etc.
Avoid: If the employee is late, give him one warning.
Revised: An employee who is late receives one warning.

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 Choice of Words

Some practical guidelines for using gender-

inclusive language (Contd)

3. Salutations in business letters should also

be gender-inclusive when the name of the
person addressed is not known.

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 Choice of Words

Some Common Phrases

The Start
Dear Personnel Director, (use if you don't know who you are
Dear Sir or Madam writing to)
(use if you know who you are writing
to, and have a formal relationship
Dear Mr, Mrs, Miss or Ms with VERY IMPORTANT use Ms
for women unless asked to use Mrs
or Miss)
(use if the person is a close business
Dear Frank
contact or friend)
(very formal as you do not know the
To Whom It May Concern
person to whom you are writing)
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 Choice of Words

Some Common Phrases (Contd...)

The Reference

your advertisement in the Times,

With reference to your letter of 23rd March,
your phone call today,

Thank you for your letter of March

5th.
The Reason for Writing

enquire about apologize for

I am writing to
confirm

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 Choice of Words

Some Common Phrases (Contd...)

Thanking the Potential Customer for His/Her Interest

Thank you for your letter of ... enquiring (asking for information)
about ...
We would like to thank you for your letter of ... enquiring (asking for
information) about ...
Providing Additional Information
We would also like to inform you ...
Regarding your question about ...
In answer to your question (enquiry) about ...

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 Choice of Words

Some Common Phrases (Contd...)

Closing a Letter Hoping for Future Business

We look forward to ... hearing from you / receiving your order /

welcoming you as our client (customer).

Requesting
Could you possibly ?
I would be grateful if you could
Agreeing to Requests
I would be delighted to

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 Choice of Words

Some Common Phrases (Contd...)

Giving Bad News

Unfortunately
I am afraid that
Enclosing/ Attached Documents
I am enclosing
Please find attached
Enclosed you will find

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 Choice of Words

Some Common Phrases (Contd...)

Closing Remarks

Thank you for your

help

we can help in any way.

Please contact us
there are any problems.
again if
you have any questions.

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Some Common Phrases (Contd...)
Reference to Future Contact
I look forward to
The Finish
Yours faithfully/ Yours truly
Yours sincerely,
Best wishes,
Best regards/ Regards
Choice of Words
hearing from you soon.
meeting you next Tuesday.
seeing you next Thursday.
(If you don't know the name of the
person you're writing to)
(If you know the name of the person
you're writing to)
(If the person is a close business
contact or friend)
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 Verbs

Verbs

Objective:
Comprehend and apply appropriate choice of active and
passive verbs for responding to the situation, circumstance
and the concerned customer

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 Verbs

Active and Passive Verbs

The active voice is more direct, more forceful, and more

concise. Generally, you need to use active rather than
passive verbs because active verbs help make your
sentences more:
Specific
Personal
Concise
Emphatic

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 Verbs

Active and Passive Verbs (Contd)

Occasionally you may prefer the passive verbs instead of

the active, as in the following situations.
When you want to avoid personal blunt accusations or
commands and express negative ideas more tactfully.
When emphasis is meant to be upon the receiver/object of
the action and not the actor.

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 Editing - Punctuation

The 7Cs of communication

Completeness: To write a complete document, you need all

the facts surrounding the situation. Gather all the necessary
information before you start to write. This helps you to write
in a complete way.

Clearness: When you clearly understand your purpose for

writing, you can write a clear letter. Clarity comes out of clear
thinking. Clarity includes using familiar words, avoiding
technical words, and making documents readable.

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 Editing - Punctuation

The 7Cs of communication (Contd)

Concreteness: You write concretely when you create clear

mental pictures. You need to avoid vague words and words
creating disagreeable mental pictures.

Correctness: You need to pay attention to the simple things

on correctness, such as format of the document, spelling,
grammatical usage, punctuation, and active writing.

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 Editing - Punctuation

The 7Cs of communication (Contd)

Conciseness: When you write concisely, you say what you

want to say in the fewest possible words. You write concisely
when you avoid filler words, such as:
Replying to your inquiry, we would say
We have your inquiry, and in reply will say
Referring to your inquiry
These openings just take up space and add
nothing of value to your document.

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 Editing - Punctuation

The 7Cs of communication (Contd)

Courtesy: When your writing contains courtesy, it expresses

an attitude of friendliness and goodwill. Expressing courtesy
means using a you attitude and positive words.

Character: This combines all principles of effective business

writing. Your document contains character when it follows all
the other six Cs.

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 Editing - Punctuation

Punctuation

There are various punctuations used in English.

They are end marks, comma, semicolon, quotation

marks, apostrophe, hyphens, dashes, brackets,
parentheses, ellipses and underscoring.

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 Editing - Punctuation

Punctuation (Contd)

Punctuation serves three main purposes in written

communication:
Punctuation helps you present your ideas clearly and
accurately.

It indicates where one thought ends and another begins, how

ideas are related to one another, and how to separate items in
a series.

Punctuation is used in abbreviations and in figures expressing

time, quantities, and measures.

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 Period

The period marks a full stop at the end of a statement,

command or request. It is a visual marker that one idea
had ended and another will follow. The period is followed
by a space before another sentence begins.
Examples:
We will ship your order on the first of every month.
(statement)
Order your copy today. (command)
Would you please return the enclosed card. (polite request)

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 Question Mark

Question marks are used at the end of a statement that

asks a question but not at the end of a statement that
contains an indirect question.
Examples:
Direct question: Do you know who the new consultant is?
Indirect question: She wants to know who the new consultant
is.

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 Exclamation Point

Exclamation points add emphasis to complete sentences,

phrases, or clauses. In business writing, exclamation
points are used to call attention to a particular message
or urge the leader to take some action. They are seldom
used in formal writing.
Examples:
This offer represents an unusual opportunity!
Order the IBM monitor today!

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 Editing - Punctuation

Comma

The comma is the most frequently used punctuation

mark. It is used basically to group words that belong
together and to separate those that do not.
Series commas
Joining independent clauses
Nonessential Material
Direct Address
Introductory Expressions, Phrases, Clauses

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 Editing - Punctuation

Comma - Series commas

Commas are used to separate items in a series. In most

business writing, a comma comes before the final
conjunction (and, or, not) to avoid confusion.
Examples:
Do you want this on the table, on your desk, or near the door?
We learned how to use the keyboard, printer, and modem.

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 Comma - Joining independent clauses

Use a comma before and, but, or, nor, for, yet when
they join two independent clauses, unless the clauses are
very short.
Examples:
The meeting was cancelled, for no one could get to the office.
Have him go ahead and I will follow soon.
Please have Mr. Cage reply by Saturday, and I will have this
cheque ready for him.

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 Comma - Nonessential Material

Commas are used to set off non-restrictive material or

expressions that interrupt the sentence.
Examples
The arrangements depend, of course, on the number of
people coming.
The Control Data order, the one we discussed, has been sent.
Nancy Brown, who was appointed Director last year, has been
recommended for membership in the Annual Charity event.

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 Comma - Direct Address

Words in direct address are set off by commas no matter

where they fall in a sentence.
Examples:
Could you find this address, Harry?
Harry, I think you need to trim your expense account.

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 Comma - Introductory Expressions, Phrases,
Clauses
Use a comma after introductory elements, such as no,
yes, well, why when they begin a sentence. Use a
comma after an introductory phrase or subordinate
clause, unless the phrase or clause is very short.
Examples:
By the way, can you work this weekend?
No, we cant change the schedule at this last date.
When the final results were compiled, the interviewer was
surprised.
Throughout the long meeting, she kept looking at her watch.

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 Comma -Traditional Comma Uses

Commas are used in certain conventional situations

including dates, addresses, the salutations and closings
of a friendly letter, and certain forms of proper nouns or
names followed by a title.
Examples:
We would like to set June 6, 16, and 26 as our target date.
You can write Mr. Wilkins at 10 James Street, London, England
for a copy of the brochure.
Sincerely yours,

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 Comma Faults

Do not use commas to separate subject from verb.

Examples:
Incorrect: The sales force from Wellington, arrived two hours
late. (The subject sales force should not be separated from
the verb arrived.)
Correct: The sales force from Wellington arrived two hours
late.

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 Comma Faults (Contd)

Do not separate two subordinate clauses joined by a

conjunction.
Examples:
Incorrect: The supervisor recommended that we work longer
hours, and that we divide the work among more typists.
Correct: The supervisor recommended that we work longer
hours and that we divide the work among more typists.

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 Editing - Punctuation

Semicolon

Semicolons represent a stronger break between

independent clauses or in a series than a comma but not
as complete a break as a period or colon. A semicolon,
like a comma, is followed by one space when used in
typed or printed communications.

Independent Clauses
Series

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 Independent Clauses

Use a semicolon to join two independent clauses similar

in thought when they are not joined by and, but, or, nor,
for, yet.
Examples:
Check off the items you wish restocked; leave blank those
items you have in sufficient supply.
We have repaired your IBM monitor; it should run perfectly
now.

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 Series

Use a semicolon to separate items in a series if the items

contain commas within themselves.
Examples:
The list of confederate includes Sean Hilliard, vice President;
Thomas Jones, director of research; Chris Gayle, director of
Finance; and Nixon Berman, office manager.

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 Editing - Punctuation

Colon

Colons represent a more complete stop than a semicolon

but not as full a stop as a period. Insert a space after a
colon when using it in a sentence.
Before a Series or List
Between Independent Clauses
Time
Business Letters

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 Before a Series or List

Colons are used correctly after complete thoughts,

particularly after such expressions as the following, as
follows. When a series immediately follows a verb or
preposition, do not use a colon.
Examples:
The application covers the following: schooling, work
experience, references, outside interests, and medical history.

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 Between Independent Clauses

Use a colon to introduce a question or related statement

following an independent clause. In general, a question
begins with a capital letter.
Examples:
There is one reason for our success: we have an excellent
manpower.
Our biggest problem lies ahead: How do we repay the debt?

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 Time

Colons are used in numerical expressions of time. When

writing time in figures, do not use the words oclock.
Examples:
6:30 P.M.
9:00 A.M.

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 Editing - Punctuation

Quotation Marks

Quotation Marks are used to enclose a direct quotation,

that is, someones exact words.
Punctuation with Quotation Marks
Single Quotation Marks
Titles
Terms and Expressions

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 Punctuation with Quotation Marks

Commas and periods are always placed inside the

closing quotation mark. Semicolons and colons, on the
other hand, are always placed outside the quotation
marks.
Examples:
The group has failed, she said.
I know we are off the mark, but I am not sure what that
means.

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 Single Quotation Marks

Single quotation marks are used to enclose a quote within

a quote.
Examples:
He said, The letter stated that every effort should be made
to finish the job on time.
We are instituting quality management here at the plant.

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 Titles

Quotation marks are used to enclose titles of articles,

chapter of books, and titles of many reports and
government publications. These titles are set off from the
sentence by commas.
Examples:
The chapter, Spelling, Word Choice and Capitalization, is
excellent.
Please get me a copy of the Sales Report, Sales for the first
week of January.

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 Terms and Expressions

Use quotation marks to enclose technical terms and other

unusual expressions. However, keep such quoted words
to a minimum in your writing.
Examples:
Explain the difference between byte and bit.
I believe his recommendations are a little off the beam.
Can you define the term, signature as it is used in the
printing industry?

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 Editing - Punctuation

Apostrophe

The apostrophe is used to show possession and to form

the plural of numbers, symbols, letters, and signs.
Possessive of Singular Nouns
Possessive of Plural Nouns
Indefinite Pronouns
Individual and Joint Possession
Units of Measure as Possessive Adjective
Plural Forms of Symbols

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 Possessive of Singular Nouns

To form the possessive of a singular noun, add an

apostrophe and an s. In words or names that end in a z
sound, you can add the apostrophe without the s to avoid
too many s sounds.
Examples:
The Presidents opinions
The secretarys desktop
Bobs record books
Lawrence Burns report

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Possessive of Plural Nouns

To form the possessive of a plural noun ending in s, add

only the apostrophe. All other types of plural noun take s.
Examples:
The managers employees
The Jones family members
Womens ready to wear
Childrens sports clothes

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 Indefinite Pronouns

Indefinite pronouns (everyone, no one, someone) require

s to form the possessive. However, personal possessive
pronouns do not use an apostrophe.
Examples:
Someones ID card is here
It was no ones fault
The memo was hers.
Is this his book?

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 Individual and Joint Possession

In hyphenated words, names of organizations and

companies, and words showing joint possession, only the
last word takes s to show possession. In case of
individual possession, both nouns or pronouns take s or
apostrophe only.
Examples:
vice-presidents orders
vice-presidents orders

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Units of Measure as Possessive Adjective

Words, such as minute, hour, day, week, year, cents,

dollars, etc, require an apostrophe when used a
possessive adjectives.
Examples:
a minutes work
a days play
five cents worth
twenty minutes work
three weeks play

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 Plural Forms of Symbols

Use s to form the plural of letters, numbers, signs, and

symbols, and words referred to as words.
Examples:
The higher priced items are marked with blue Xs.
Instead of writing 5 and 8, he wrote two 8s.

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 Editing - Punctuation

Hyphens

Use a hyphen with compound numbers from twenty-one

to ninety-nine and with fractions used as adjectives.
There are no spaces before or after the hyphen.

Prefixes and Suffixes

Compound Adjectives

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 Prefixes and Suffixes

Always use hyphens with prefixes ex-, self-, all-, and with
the suffix elect. Hyphens are also used with all prefixes
before proper nouns and adjectives.
Examples:
self-image
ex-manager
all-important
president-elect
pro-British

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 Compound Adjectives

Hyphenate compound adjectives when they precede the

noun. However, do not use a hyphen if one of the
modifiers is an adverb ending in ly.
Examples:
well-planned program (However, write a program well
planned)
government-owned site (a site that is government owned)
a problem-solving exercise (a sequence used in problem
solving)

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 Punctuation and Grammar

Dashes

Use a dash to indicate an abrupt break in thought within a

sentence. A dash is typed using two hyphens. There is no
space before or after.
Examples:
Call Dick he will be back on Thursday and have him look at
this.
Communication two-way communication is vital to
business.

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 Punctuation and Grammar

Dashes (Contd)

Use a dash to mean namely, that is, in other

words, etc. before an explanation.

Examples:
They explained the method to us we had to record each
number.
Many employees share this value they desire meaningful
work.

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 Punctuation and Grammar

Parentheses

Use parentheses ( ) to enclose material that is

not essential to the meaning of the sentence but
adds additional information.
Example:
Many people feel that etiquette (good manners) is important.

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 Punctuation and Grammar

Parentheses (Contd)

If material enclosed in parentheses falls at the end of a

sentence, the end mark falls outside the closing
parentheses. If the material enclosed is a complete
sentence in itself, the end mark falls within the
parentheses.
Examples:
We make two forecasts (see Appendix A).
We make two forecasts. (For complete data, see Appendix A.)

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 Punctuation and Grammar

Brackets

Use brackets to enclose information within parentheses

or within quoted material when the words inserted are not
part of the quotation.
Example:
Our analysis shows it [the new fabric] to be flame retardant.

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 Grammar

Using Capital Letters

When We Use Capital Letters:

For names of people, places and specific common nouns.
While starting a paragraph
While using prefixes for names (Mr., Mrs., Ms., Miss)
For specific designations.

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 Grammar

Using Capital Letters (Contd)

Incorrect Use of Capital Letters:

Yours Sincerely/Thanking You/Take Care

Sincerely Yours/With Regards
On Behalf of Ebookers
CUSTOMER RELATION EXECUTIVE
Air Tickets/Airport
JUHI

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 Grammar

Using Capital Letters (Contd)

Where Capitals Arent Used, But Should Be:

dear mr smith
your letter dated 02JAN02
Mathew hill
Karun paul

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 Using Numbers

Figures or words: Spell out numbers ten and under; Use figures
for numbers over ten.

Examples:
The letter was eight pages long.
The insurance covers 198 single workers.

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 Using Numbers (Contd)

Series: Numbers in the series should be expressed consistently.

Use figures if any number in the series is ten or over.
Examples:
We need 10 computers, 5 desks and 5 chairs.

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 Using Numbers (Contd)

Measurements: Use figures for all measurements, even if the

number is below 10. Measurements include distance,
temperature, volumes, size, weight, picas, bits, bytes, etc.
Examples:
4 miles
3 feet
5 inches
8 bits

82
 Using Numbers (Contd)

Time: Days, years and other units of time such as

minutes, seconds, and hours should be spelled out if less
than 10.
Example:
two years
Use numerals to indicate the time of the day. Use a colon
as a separator instead of a period. Use A.M. and P.M.
(i.e. capital letters and with periods in between and at the
end) instead of a.m. and p.m.
Example:
10:00 A.M.

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 Using Numbers (Contd)

Dates: Follow the M-D-Y format and spell out the name of the
month in dates.
Example:
October 12, 2001
Fractions: Express fractions in words or decimals whenever
possible, whichever is most appropriate for the context. They
are hyphenated when in words.
Example:
two-thirds completed

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 American v/s British English

Use of the Present Perfect

In British English, the present perfect is used to express

an action that has occurred in the recent past and has an
effect on the present moment. For example:
I've lost my key. Can you help me look for it?
In American English the following is also possible:
I lost my key. Can you help me look for it?

85
 Proof Reading & Business Letter

Proof Reading Techniques

After your revised draft has been set in final form, be sure
to proofread the material carefully. It is your last
opportunity to catch any errors that have slipped through
or that the word processor or typist has inadvertently
overlooked. This is because you would not want the
reader to catch your mistakes.

86
 Proof Reading & Business Letter

Some of the common errors

Capitalization errors
Number errors
Format errors
Grammatical errors
Punctuation errors
Spelling errors
Usage errors

87
 E-Mail

E-Mail Structure

There are five areas in an e-mail structure:

To:, Cc: and Bcc: Fields: This is the field where the e-mail
address of the receiver is written.
Subject field: This is the field where the label of an e-mail is
written. This helps in realizing the subject of the mail.
Salutation area: This is the field where you address the
person whom you are sending the mail.

88
 E-Mail

E-Mail Structure (Contd)

Body area: This is the field where the entire mail is written.
This field conveys the entire message.
Signature area: This field is the place where the sender writes
his own name and contact address.

89
 E-Mail Etiquette

E-Mail Etiquette

As e-mail is increasingly used for routine business and

personal communication, it is increasingly important that
you know how to compose e-mail that is easily and
correctly understood by its recipients.

90
 E-Mail Etiquette

E-Mail Etiquette (Contd..)

Make good use of the subject field

Keep your message short
Format messages with blank lines
Use all capitals only for EMPHASIS or for
section headings.
Do not send unwanted attachments
Send your message to all those you want to
have it
Do not forward sensitive e-mail without the senders
permission

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 E-Mail Etiquette

E-Mail Etiquette (Contd..)

Make effective use of referenced reply

Dont reply while you are angry
For all messages, be really careful

Make and use a signature file

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 E-Mail Etiquette

E-Mail Tips

Write innovative subject lines

Use creative opening lines
Mould the body of the message to the prospect
Be humorous not satirical
Get right to the point in letters and e-mails
Use the active voice
Break up long sentences and paragraphs
Eliminate big words and overly formal language

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 E-Mail Etiquette

E-Mail Tips (Contd)

Cut down on jargon and acronyms

Resist inappropriate humor and sarcasm
Do not trust computer spell checkers

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 E-Mail Etiquette

Checklist before you Send an E-Mail

Use this checklist before you send an e-mail to

keep yourself from sending embarrassing e-mail
messages
ADDRESS
The right address?
Addressed to the right person/people? (Only those who
need to know)

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 E-Mail Etiquette

Contd

TONE
Is the tone appropriate? Professional? Informal? Formal?
Polite? Angry?
MAIN MESSAGE
Does the subject line preview the content of the message?
Does the subject line represent the current content of the
message?
Does the main point of your message appear in the first
paragraph? On the first screen?

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 E-Mail Etiquette

Contd

FORMAT
Short paragraphs?
Is white space used to group ideas?
Can information be presented in vertical lists, using dashes
or numbers?
FINAL CHECK
Initial caps and end-of-sentence punctuation?
Spell-checked and proofread?
Are promised attachments attached and explained?
Would the message make you blush if it were forwarded to
someone else?
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 Course Summary

Business writing can be summed up in a couple of

thoughts. Although the types of writing may vary, you
must make sure to do three main things. First, have a
clear purpose. Second, have an appropriate organization.
Finally, make sure that the entire document is written with
a specific audience in mind. And remember Style is as
important as substance in business writing.

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 Steps in Writing Business Correspondence

Idea bubble

Idea bubble helps tangential thinkers

Date

Salutation Address
Purpose

Subject
Thoughts for a letter

Place
Signature Time when the
customer called

Address

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