Chapter 7 The Appearance and Design of Business Messages Effective Business Communication Herta A Murphy Herbert W Hildebrandt Jane P Thomas 7 th ed. (SIE) Tata McGraw-Hill, New Delhi
Chapter 7
The Appearance and Design of Business Messages
Effective Business Communication
Herta A MurphyHerbert W Hildebrandt
Jane P Thomas7th ed. (SIE) Tata McGraw-Hill, New Delhi
Chapter Objectives
To learn and understand the standard and optional parts of various format of communication
To know about the layouts of various written forms of communication
Business letters
Business letter is the most often used format for sending written messages to persons outside the organizations.
The letter’s appearance conveys nonverbal impressions that affect a reader’s attitude even before the person reads the letter.
Business letters
Elements of appearance that help produce favorable reactions are:Stationery and EnvelopesStandard Parts of the LetterOptional Parts of the LetterLetter Layout
Business letters
Stationery and EnvelopesQuality, size and color of the
stationery used for letter and envelop helps build image of the organization.
Modern letterhead should not occupy more than 2 inches space at the top of the page.
Letterhead should include name and address of the firm and other relevant contact details.
Business letters
Stationery and EnvelopesEnvelop should be of an
appropriate size.Envelopes should accommodate
important documents without folds.Envelops should contain name and
address of the firm to facilitate return, if undelivered.
Business letters
Standard Parts of the LetterHeading – Letterhead and Date Inside AddressSalutationBodyComplimentary CloseSignature AreaReference Section
Business letters
Heading – Letterhead and Date A heading shows where the letter comes
from. One should use either a printed letter head or type sender’s address at the top of the page (2 inches) without the name of the sender.
Inside Address Always blocked at the left-hand margin,
the inside address includes name and address of the individual, group, or organization of the receiver of the letter.
Business letters
Salutation The salutation is typed on the second
line below the inside address, two lines above the body, and even with the left margin.
Body Generally, the body of all letters should
be typed single-spaced, with double spacing between paragraphs, before and after the salutations, and before the complimentary close.
Business letters
Complimentary Close Standard complimentary close are: Yours
faithfully, Yours sincerely, etc. If the letter is informal, additional
complimentary closes such as, Warm regards, Best regards, Best wishes, etc. are used.
Signature Area Reference Section
Business letters
Signature Area Signature are may include the signature,
name of the sender, the title/designation of the sender, etc.
Usually, the signature is the same as typed name.
Reference Section The reference section may include the
information about the message composer, file/folder name, etc.
Business letters
Optional Parts of the LetterAttention LineSubject LineEnclosure NotationCopy NotationFile or Account number and Mailing
NotationPostscript
Business letters
Attention Line An attention line is useful when the
sender wants to direct the message to a particular department or a receiver in the receiver’s organization.
The Placement of “Attention Line” is between inside address and salutation.
Subject Line The subject line helps the reader make
out what the letter is about. It also helps them filing properly.
Business letters
Enclosure Notation An enclosure or attachment notation is
included to remind the receiver to check for additional pages attached with the main letter.
It is placed below the reference initials. Copy Notation
When the sender wants to send the copy of the letter to others in addition to the receiver, their names are typed below reference initials after copy:, or cc:
Business letters
File or Account number and Mailing Notation To aid filing and retrieval for both the
senders and receivers’ firms, file reference are typed above the body of the letter.
Postscript It is used to emphasize a point already
included in the letter. Is it placed below the reference initial
and indicated as P.S., or Ps or PS:
Business letters
Letter LayoutMost word processing software
provide several classic and contemporary layouts of the letter.
There are two punctuation styles: Open and Mixed..
In open punctuation, no line of any letter part (except the body) has any punctuation at the end unless an abbreviation requires.
Business letters
Letter Layout In mixed punctuation, a colon
follows salutation, a comma follows the complimentary close.
In Britain and Asia (in India specifically), writers use comma after the salutation.
Business letters
Letter LayoutBusiness letters are arranged in one of
the styles described below: Full-block – every line begins at the left
margin. This is most commonly used format. Modified-block – where the date,
complimentary close and signature sections are placed so that they end at the right margin.
Modified-block with paragraphs indented – same as above, except each paragraphs are indented.
Memorandums
In contrast to the letter (which is directed to the receivers outside the organization), the memorandum is sent within the organization.
It is the most common form of written communication between people or departments.
Memorandums
The components of a memorandum are given below:StationeryParts of the MemorandumLayout of the Memorandum BodyEnvelopes and Electronic Mail
Memorandums
Stationery In today’s context, managers use e-mail
for sending internal memos eliminate need for a stationery.
Printed memo stationery may include “MEMORANDUM” and the company’s name, but not address.
Memorandums
Parts of the Memorandum Standard memos consist of a heading
with TO, FROM, SUBJECT and DATE. Some printed forms may also include the
word “MESSAGE”. Optional parts are such items as
reference initials, enclosures, file number, routing information, and the sender’s department and telephone number.
Memorandums
Parts of the Memorandum Unlike the letter, the memo requires no
inside address, salutation, complimentary close, telephone or signature.
In British-influenced writing (including India), it is not unusual to see a signed memo. It even includes complimentary close.
Memorandums
Layout of the Memorandum Body In general, the memo writer can use the
same guidelines, principles, and organizational plans as for the letter.
Envelopes and Electronic Mail Firms generally use messengers,
preprinted envelops for sending memos. E-mails have become extremely popular
method of sending interoffice memos.