Business Communication for Success: "Chapter 9: Business Writing In Action"

Read Chapter 9 and do the exercises at the end of each section.

E-Mail:

As you review this material, recognize that instant messaging (IM) and text messages, or texting, are not really traditional media, but they have been included in this subunit because the reading covers them in this order.
Realize, too, that while some businesses are using broadcast texting (a marketing technique that involves sending a large number of people the same text message), your role as a customer service representative would be to handle individual customers' responses after they receive the broadcast text messages.
This is why it is important for you to know what broadcast texts are – not so that you can originate them, but rather so that you are prepared to respond to customers who may inquire about the text's marketing message.
On the other hand, you yourself may originate instant messages to communicate efficiently with coworkers or managers. One way you could do this is through the presence awareness features in some instant messaging applications. Also known as buddy lists, these features can be used by employees to quickly discover the availability of supervisors or coworkers for advice or problem-solving.

Memos:

Notice that memos are not used in direct customer service exchanges; however, depending on the business you work for, you may encounter them as a form of communication between management and workers.
Although uncommon, customers may occasionally choose this method to communicate with a department. In such cases, your own use of this method will usually involve using a template (a preset format) that you would follow to present your message.

Resumes:

Pay particular attention to the types of résumés listed in table 9.5. Realizing that there are a variety of résumé formats is an important step in ensuring that your own résumé is as relevant and functional as possible.