【正文】 espondence well, you are more likely to get the results you want.So, organising is just as important as planning.In fact, the second stage of the Writing Process is closely related to the first. In the organising stage, you arrange what you39。ll need special outlines. You39。ll learn that outline in this chapter.But before you learn how to organise the contents of your correspondence, you should look at the various types of correspondence you may have to write.Organising: Types of CorrespondenceHow many types of correspondence do you need to write?Basically, two:internal correspondence (the messages you write to colleagues)external correspondence (the messages you write to customers).However, when you write to colleagues or customers, you can use a variety of documents.Do you know which types of documents you can use when you write to colleagues? And which types you can send to customers?For internal correspondence, you can use , fax and memo. For external correspondence, you can use , fax and letter. The way you organise the content of most s, faxes, letters and memos is similar. However, the format or layout of these documents is different. Can you recognise the formats of the documents you write?Below, you will see samples of four documents. MemoFax EmailThe way you organise the contents of most documents is similar. Try to discover the basic outline you can use in most of your correspondence.Read through the memo below and try to identify what type of content each of the four paragraphs contains.The HSBC GroupMEMOm sure you will appreciate, there are no changes for branch staff. All branch staff must wear the correct uniform at all times. On the other hand, if you work in the office, you may wear 39。 wear. However, on any day that you do meet people from outside the pany, please ensure you are dressed in a businesslike manner.Please adopt the new dress code from 1 September. If you have any questions, please call Annie Wong on 2344 7765.Answers: Paragraph1: backgroundParagraph2: writer’s purposeParagraph3: reader’s information Paragraph4: reader’s response Now read through the letter below. Identify the type of content in each of the five paragraphs in the spaces provided.29 May 200X 34D Scenic LaneDiscovery BayLantau IslandDear Ms HuiClassic Visa Card: Annual FeeThank you for your letter of 5 November. In the letter, you mentioned that you had sent a cheque to settle your Visa Card Annual Fee.I would like to explain the situation.We have checked our records carefully. Unfortunately, we have not yet received the cheque, although we are normally very efficient when dealing with ining remittances.Therefore, to help us prepare your new Visa Card, we would be grateful if you could settle the payment immediately.We look forward to hearing from you soon.Yours sincerelyLily TamCustomer Service Manager.Answers:Paragraph1: backgroundParagraph2: writer’s purposeParagraph3: reader’s informationParagraph4: reader’s responseParagraph5: closing marks As you can see, there is only a small difference in the outlines you use when writing to colleagues and customers. When you write to customers, you include a salutation (Dear...) and a plimentary close (Yours sincerely / faithfully).When writing to customers, you always add a polite closing remark. You can also add this remark when writing to colleagues.By now, you should be familiar withthe types of correspondence you writethe types of documents you can usethe basic outline you can usually follow.To learn how to organise a letter to a customer, go to the next screen.Organising: SOFAR StrategySo far, so good? Actually, if you remember that expression SOFAR it39。s InformationActionReader39。Dear39。s name (eg, Dear Mr Chan, Dear Ms Lewis). You can use the reader39。s name, use Dear Sir or Dear Madam. If you do not know if the reader is a man or a woman, use Dear Sir or Madam.OPENING (BACKGROUND)The Opening includes two parts (and usually two paragraphs): the background (referring to previous contact with the reader or introducing a situation)the writer39。ve had no previous contact with the reader, you should briefly describe the situation that you are writing about.EXAMPLES:Previous contact: Thank you for your call this morning.A situation: Our annual staff party is ing soon!An attentiongrabbing statement or question: Have you heard about...? Our Department Open Day is ing soon!Some opening sentences are better than others. Read through the sentences in the table below. Decide which sentence of each pair (in Column A and Column B) is better.Column AColumn BWith reference to your correspondence of 21 August...Thank you for your letter of 21 August.Further to our conversation earlier today...Thank you for your call today about...Regarding your request for credit approval...I have just received your request for credit approval.If you chose the sentences in Column B, you39。S PURPOSE)In the second part of the opening you state the writer39。ve already learned (in Chapter 1) that there can be many purposes for writing.Two of the most mon reasons are:to inform someone about somethingto request someone to do something.Look at the memo from the General Manager again. Which sentence states the manager39。To: All StaffDate: 20 July 200XFrom: General ManagerReferenceSubject: Dress CodeAs you know, we have always enforced a strict dress code. We have now revised this code. I would like to inform you of the changes.The code for branch staff and office staff is different. As I39。smartcasual39。s letter that you received yesterday. He would like to know why delivery of his order is late.Suggested answers: Situation 1: Thank you for calling this morning asking about how to open a new account. I am delighted to give you the det