Communication – Cont’d
IN MY last lesson, I looked at the methods of communication. This week, I will look at special features of the telephone and types of communication format.
Call waiting – This feature will give a special tone when you are on the telephone with another caller. You can either finish the call you are on or place that caller on hold while you answer the second call.
Call forwarding – The call-forwarding feature will allow you to key in a code that will automatically forward all incoming calls to another number.
Speed calling – This feature allows you to store frequently used numbers in a telephone’s memory. After these frequently used telephone numbers are stored, you can dial any of the numbers by keying in a number code instead of entering the entire number.
Conference calls – A conference is unique in that several persons are able to talk to each other over the phone at the same time.
Direct outward dialling – This feature transfers outgoing calls without the assistance of the operator.
BUSINESS LETTERS AND MEMORANDUM
Letters are sent to persons outside the organisation. A memorandum or memo is for internal use. For both documents, organisations follow a standard format.
1. Letter heading. Most organisations use headed paper for correspondence. The heading usually includes: (i) Name of organisation (ii) Mailing address (iii) Names of directors and chairman (iv) Telephone number(s) (v) Fax number (vi) Email address (vii) Company’s logo or house symbol (viii) Legal status, e.g., private or public company
2. Reference. Some organisations have the words ‘Your ref’ and ‘Our Ref’ preprinted on their headed stationery. Others leave the typist to insert them. The reference number is often the number of the file relating to the individual or company concerned.
3. Date – All documents should bear the current date, this is normally typed in order of day, month and year.
4. Name and address of addressee – This is the name and address of the person to whom the letter is sent.
5. Salutation – This is the writer’s greetings.
6. Subject heading – This tells the reader what the letter is about.
7. Body of the letter – The information the writer wishes to impart is set out in this, the main part of the letter.
8. Complimentary close – This is the closing remark in a letter. A letter starting with a formal Dear Sir, should end with ‘Yours faithfully’ or Dear Mr James should end with ‘Yours sincerely’.
9. Signatory – The name of the writer is often typed under the signature space and his position in the organisation is typed below.
10. Enclosure – This indicates that one or more items are being sent with the letter.
Staff who wish to communicate to other members of staff in the same organisation write a memorandum. The heading and framework of an internal memo is usually much simpler than the external correspondence. Addresses are not usually needed on memos – the name and the department or position is enough to identify the sender. There are no salutations and complimentary close. Memos are just initialed rather than signed in full.
The body of a memo, like that of a letter, may vary in length from a few lines to several pages.
See you next week.
Hyacinth Tugman an independent contributor. Send questions and comments to firstname.lastname@example.org
Mark Connolly, United Nations resident coordinator in Jamaica, chats with students at the recent World UN Day Expo in Emancipation Park, New Kingston.