PM: Chapter 9 – Written Communications
Written Communications
! Good business and professional writing should sound like one person talking to another person
! Your writing will be easier to read if you:
• Make individual sentences and paragraphs easy to read
• Create a visually pleasant document
Letters
♦ Letters intended to enhance public relations with patients and colleagues are among the most important
documents generated in the dental office
♦ The administrative assistant should be proud of the letters composed and sent from the office
Letters: Thank You for Referral Letter
Letters: Letter of Appreciation to a Cooperative Patient
Letters: Birthday Letter and Holiday Greetings
Letters: Congratulatory Letter
Letters: Referral for Consultation or Treatment
Letters: Sympathy Message
" Expressing sympathy in a letter may be difficult
" One of the best ways to handle this difficult situation is to send a sympathy card
Selecting Stationery Supplies
Select a good-quality bond paper for the office letterhead
A color theme in stationery supplies can set the tone for the office
An alternative to purchasing stationery is to create a template in word processing
◊ Make sure to use high-quality paper rather than standard bond for the letter
Characteristics of an Effective Letter
# Use words that are
____________________________________
# Use technical terminology sparingly
# Use active verb
#
#
#
#
Tighten your writing
Vary sentence length and structure
Use parallel structure
Put the reader in the sentences
Characteristics of an Effective Letter
$ Before sending each letter, the administrative assistant should review it for:
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______________________: includes all necessary information and data
Conciseness: eliminates repetition
Confidentiality: respects the recipient’s privacy
Courtesy: enhances public relations by using good manners
Characteristics of an Effective Letter cont.
! Accuracy: contains correct facts, _______________________________
! Neatness: is organized in content and delivery
! Positive language: use helpful, caring phrases
! Orientation to the reader: a _____________________ letter uses “you”-oriented pronouns
Parts of a Business Letter
• Date line
• Salutation
• Inside address
• Body of letter
• Complimentary close
• Keyed signature
•
Reference initials
Parts of a Business Letter: Date Line
! For printed letterhead, the date line usually begins about 2 inches or _________________ below the
lowest letterhead line
! Often the length of the letter determines whether the heading should start lower on the paper
! For a personal business letter, the individual’s return address is placed as the first two lines, directly
above the date line
Parts of a Business Letter: Inside Address
" Three lines of space are left between the date and the first line of the inside address
" Return address is the first two lines above the date line for a personal business letter.
" The __________________ contains the same information as the envelope:
> Recipient’s name
> Street name and number
> Company name (if applicable)
> City and zip code
What is wrong with this inside address?
Dr. John Smith, PhD.
2579 N.W, Oak St.
Thomasville, In. 37467
Parts of a Business Letter: Salutation
⇒ The salutation begins one double space below the inside address, _________ with the left margin
⇒ When you are writing to an individual, the most appropriate salutation is the individual’s name
→ The salutation of a letter addressed to Mr. Ted Monroe would be Dear Mr. Monroe
→ How would you address “Ted Monroe, PhD”?
Parts of a Business Letter: Body of the Letter
◊ The body of the letter begins one double space after the salutation
♦ It contains the message of the letter
◊
Sentences in the body are ____________________
◊
_________________ are separated by a double space
♦ Paragraphs may or may not be indented
Parts of a Business Letter: Complimentary Close
#
The complimentary close begins one double space below the body of the letter
! It provides a courteous ending to the letter
#
Align the complimentary close with the date line for modified block style or with the left margin for
block style
Parts of a Business Letter: Keyboarded Signature and Reference Initials
" The ____________________signature appears four lines below the complimentary close
" The reference initials of the typist should appear in lowercase one double space after the keyboarded
signature
> Office policy may require the __________________ in capital letters, before those of the typist:
JWL:db or JWL/bd
Parts of a Business Letter: Attention Line and Subject Line
$ The attention line, contained within the inside address, directs a letter to a ______________________
or department in an organization
$ The subject line clearly states what the letter is about
! The subject line is placed a double space after the salutation
♦ It is followed by a double space, then the body of the letter continues
Parts of a Business Letter: Enclosures
o When the letter mentions that items are enclosed or attached, an enclosure notation should be made
•
The enclosure notation is typed a double space below the reference initials, even with the left
margin
Parts of a Business Letter: Copy Notation
⇒ A copy notation informs the addressee that additional copies were made for distribution (for example,
Copy to O.J. Fox, DDS)
→ The copy notation is typed a double space below the enclosure or below the reference initials
→ Each person is listed on a line indented three spaces from the left margin
Parts of a Business Letter: Special Mailing Notations
% Notations such as CERTIFIED MAIL are typed in all capital letters between the date and inside
address, aligned with the left margin
Parts of a Business Letter: Blind Copy
A blind copy notation is typed on the copy of an original letter if the _________________ of the
original does not need to know that a copy is being sent
! The notation is typed on the copy 1 inch from the top of the paper at the left margin
! For example, “_______” Barbara Rice
Parts of a Business Letter: Postscript
♦ A postscript, when included, is the last line of a letter, which is used to highlight a _______________.
♦ It is not necessary to precede the postscript with “P.S.”; however, the postscript paragraph should be
blocked or indented, depending on the style used for the letter.
Parts of a Business Letter: Second-Page Heading
$ When a letter requires a second page, it is continued on plain paper that is the same bond as the
letterhead
$ The addressee, page number, and date are included in a single-spaced heading, placed 1 inch from the
top of the sheet
$ Letter Writing
Punctuation Styles in Business Letters
! Open punctuation
♦ Omits all punctuation except periods after abbreviations in the salutation and complimentary close
lines
! Mixed (standard) punctuation.
♦ _________________________ after the salutation and a comma after the complimentary close
Capitalization: Common Usage
! First word of every sentence
! First word of a complete ____________________
! First word of the salutation and all nouns used in the salutation
! First word in a complimentary close
! First word in each section of an outline form
! The first word after a colon is capitalized only when the colon introduces a complete passage or
sentence having independent meaning
Capitalization: Names
⇒ Capitalize the names of associations, buildings, churches, hotels, streets, organizations, and clubs
⇒ All proper names should be capitalized
⇒ Capitalize names that are derived from proper names
⇒ Capitalize special names for __________________________
Capitalization: Names
◊ Capitalize names of government boards, agencies, bureaus, departments, and ___________________
◊ Capitalize names of the deity, the Bible, holy days, and religious denominations
◊ Capitalize the names of holidays
◊ Capitalize words used before numbers and numerals, with the exception of the common words page,
line, and verse
Capitalization: Titles Used in Business and Professions
Any title that signifies rank, honor, and respect and that immediately precedes an individual’s name
should be capitalized
Academic degrees should be capitalized when they ________________________ an individual name
Capitalize titles of high-ranking government officers when the title is used in place of the proper name
in referring to a specific person
Capitalize military and naval titles signifying rank
When to Capitalize
Telephone Numbers
" Telephone numbers can be entered in a letter in several ways:
The parentheses method: (734) 956-9800
Three other methods: 707-555-3998 707 555 3998
707.555.3998
Preparing an Effective Letter
$ Collect information: what the letter is about and to whom it is being sent.
$ ____________________: create organization with a basic framework.
$ Develop the letter: by establishing tone in the first paragraph and progressing from general information
to specific information.
$ Select the format: the help of a word processing template and a punctuation style guide.
Preparing an Effective Letter
! Review the letter: to determine whether it meets all the criteria.
! Produce the final letter: using quality stationery to create a professional image.
! Proofread the letter: to evaluate the _________________________, punctuation, and neatness.
! Distribute the letter
! Store the document
Preparing the Envelope
♦ Envelopes should be labeled with a standardized address, which is compatible with the automatic
sorting equipment used by many postal services
♦ The correct format contains the city name, state, and zip+4 code
◊ Should be single spaced
◊ Use same address as inside address of letter
Preparing the Envelope: Address Format
" Use a uniform left margin
" Use the two-letter state abbreviations
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"
"
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Use a ________________ between city and state abbreviations
Use uppercase letters
Use APT (apartment) or STE (suite) rather than the # (pound) sign
If the letter is sent to the attention of an individual, put the information before the line that has the name
of the firm or building
Preparing the Envelope: Punctuation on Address Labels
Do not use punctuation, special characters, or multiple blanks in the address
If an abbreviation must be used, do so first for suffix and directional words (for example, N CHERRY
ST for NORTH CHERRY ST)
Preparing the Envelope: Folding and Inserting the Letter
Folding Professional Letters
E-Mail: Basic Considerations
! E-mail is another form of communication between the office and patient
! The patient may prefer this mode of communication
! Some patients may even prefer text messaging as an option for receiving messages
E-Mail: Basic Considerations
! Understand what you are trying to achieve with your e-mail message.
!
Be _____________, be polite, and be suitably formal.
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!
!
Use the ___________________ provided on the e-mail form.
Use complete sentences and good paragraph structure.
Capitalize and punctuate properly.
E-Mail: Basic Considerations
" Insert the nature of the message on the subject line.
" Include a salutation and use a colon or comma after it.
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"
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Insert a ___________________ after each paragraph.
Edit and proofread carefully.
Always include your name and title (if appropriate) when replying to e-mail.
Assume that any message you send is permanent.
E-Mail Ethics and Etiquette
♦ ________________________
♦ Follow the rules of courtesy
♦ Include an appropriate closing
Other Types of Written Communication
$ Postal cards: Used for recall and confirmation of appointments
$ Interoffice memorandum: Used in a clinic or large group practice and Produced on plain paper rather
than letterhead
$ Manuscripts: Report or research paper: Follow the format of the publication in which it will appear
Other Types of Written Communication
◊ Some dentists prefer to use dictation and transcription as part of a written communication system
◊ For effective transcription:
→ Assemble all materials and necessary equipment
→ Use reference sources
→ Listen to special instructions on the dictated material to determine priority
→ Proofread the entire transcription before printing the document
Managing Office Mail: Processing Outgoing Mail
The administrative assistant must be aware of the various classes of mail and services available to select
the best classification for the item to be mailed
Managing Office Mail: Classification of Mail
Certified mail: First-class mail with receipt and ____________________________
Collect on delivery (COD): Delivery person collects payment at time of delivery
Delivery confirmation: Provides the date of delivery
Managing Office Mail: Classification of Mail
$ Express mail: Delivery within 24 hours for items up to 70 pounds
$ First-class mail: Letters, postcards, and all matter sealed or otherwise closed against inspection
$ Periodicals: Formerly called second-class mail and consists of _____________________, and other
publications
Managing Office Mail: Classification of Mail
" _______________: Available with certified or registered mail when proof of delivery is desired
" Signature confirmation: Confirmation of delivery with a copy of the recipient’s signature
" Standard mail
> Items weighing less than 16 ounces that are not required to be sent by first-class mail
> Used for multiple delivery addresses and bulk advertising
Managing Office Mail: Mailing Accessories and Methods
◊ Postage scale
♦ To determine the weight of outgoing mail
♦ Some scales can weigh mail and automatically determine correct postage rates
◊ Postage meter
♦ Purchased with the meter mechanism leased
♦ Can be reset at the post office or with a telephone call
Laboratory Services
⇒ All impressions or devices that have been placed in the patient’s mouth must be ____________ in
compliance with Occupational Safety and Health Administration (OSHA) guidelines before packaging
⇒ The contents should be carefully wrapped
⇒ Make sure the laboratory requisition is enclosed in the box
⇒ Make sure the mailing label supplied by the laboratory is attached to the carton
Processing Incoming Mail
! The administrative assistant is _______________ for proper sorting and distribution of incoming mail
! All incoming payment correspondence should be stamped with the date and time received
! In a group practice, a routing slip may be used for a piece of correspondence if several people need to
be informed of the contents
Processing Incoming Mail
! Magazines for the office should be distributed to the reception room
! Dental supplies received through the mail should be processed as soon as possible
! Extreme care should be taken when opening materials from dental laboratories
Managing the Mail in the Dentist’s Absence
$ When the dentist is away from the office, the administrative assistant is responsible for handling all
mail
$ Before the dentist leaves the office for any length of time, a policy for handling mail should be
established