Letters, Memoranda, and Electronic Mail

______________________________________________________________________

Regardless of your career choice, you will write many letters, memoranda, and electronic mail massages. You will write memoranda to communicate with people within your company; memoranda are routine, often informal communications transmitted by way of electronic mail or interoffice mail. Letters are more formal communication written to people outside of your company. Electronic mail is a hybrid form of the letters and memorandum. You can send electronic mail messages to people outside or inside your company. For most of you, electronic mail will be the primary means of communicating with people inside and outside your company. Electronic mail is cheaper, faster, and often more convenient than traditional paper letter or memoranda. However, electronic mail generally is less formal and less private. For example, companies rarely if ever use electronic mail for confidential personnel issues.

In this chapter, you learn how to write effective letters, memoranda, and electronic mail (email0 messages. Specifically, you learn how to understand the readers and how to write and organize your message for your readers.

Understanding the Reader of Your Letters, Memoranda, and Email.	To write well-designed letters, memoranda, and email, you must understand how to convey the intended meaning while you maintain the good will of the readers. You must define the context of a letter, memorandum, or email message by answering questions about the readers and about the purpose of the correspondence. You might ask some of the following questions: How will the readers react to the information in the letter? How much do the readers know about this information? What are the readers’ positions in their company? By understanding the readers and their situation, you can write more effective, successful correspondence.
	SPSR Mortgage Corporation P.O. Box 1138 Carrollton, TX January 7, 19__ 1130 Southard Dallas, TX 72307 According to federal income tax laws, you are subject to penalties if you have not provided us with your correct social security number of your correct tax identification number. If you have not compiled with these laws, you may be subject to a $50.00 penalty imposed by the IRIS. We must, according to federal regulations, verify this information. If the number reported below is correct, sign below. Return the form to the above address. Loan number for William W.Sims 667-2 Social Security number 463-06-5764 ____________________________ Your signature Sincerely, SPSR Mortgage
	Figure 6-1. Example of a letter that does not maintain the good will of the reader
	As you write correspondence, you not only want to make sure that you have conveyed your intended message; you also must maintain or gain the readers’ interest and good will. Let’s look at an example in Figure 6-1. In this letter, the writer eventually conveys the message to the reader that he should verify his social security number in this letter, correct the number if necessary, and sign and return the letter. However, the letter does not maintain the good will of the reader because the writers did not consider how the reader might react to the tone of their letter. Although the letter in Figure 6-1 clearly tells the reader what the mortgage company wants him to do, it does not maintain his good will. The reader is likely to resist or ignore the message because of the negative tone of the letter, particularly if he has been paying his mortgage payment in e timely manner.
Determining the Purpose and Defining the Readers	Before you can write an effective letter, memorandum, or email message, you must know why you are writing and what you want the correspondence to accomplish. Do you want the readers to take a particular action? Do you want the readers to provide you with some needed information? Do you only want to give the readers some information? Before you write any letter, memorandum, or email, consider the following questions about the purpose of your correspondence and about the readers who will receive it: Questions to Establish the Purpose of a Letter, memorandum, or Email Message Why are you writing this letter, memorandum, or email messages? What action do you expect the readers to take after reading the letter, memorandum, or email message? What do you expect the readers to know after reading the letter, memorandum, or email message? Questions to Define the Readers of a Letter, memorandum. Or Email Message Who will read this letter, memorandum, or email messages? Are the readers employees within your company or do they work outside your company? What do the readers know about the subject of the letter, memorandum, or email message? If the readers are company employees, what are their positions and responsibilities in the company? If the readers are not company employees, what is their relationship to the company? (clients, customers, consultants, etc.) Who else might read the letter, memorandum, or email message?
Maintaining the Reader’s Good Will	As you plan and write your correspondence, think about how the readers will react to the message. Think about how you would react if you were in the readers’ place. Would you be puzzled or confused? Would you be angry or upset? Would you be pleased? Would you know what to do after reading the correspondence? As you think about how your readers might react, consider the following questions. These questions can help you to maintain or create good will with your readers. What are the readers’ attitude towards the subject matter and the purpose of the letter, memorandum, or email message? If the readers are not company employees, what is their attitude toward the company? Will the readers possibly resist or ignore the message? If the message is negative, how can you help the readers to accept it? What is your readers’ previous relationship with you, your company, or your coworkers? The above questions will help you to understand how your readers will react to the message of your correspondence. After you have specifically answered these questions about the readers of several letters, memoranda, and email, use these questions merely to guide you in correctly assessing the readers.
Writing Your Message for the Readers	Regardless of your relationship with the readers, they will have certain characteristics that affect the way they will receive the message of a letter, memorandum, or email message. As you plan and write your correspondence, think about how readers might react or what they might expect when they receive certain types of information. The following list gives you information about how readers react and what they expect. This information will help you when writing your correspondence and when selecting the appropriate tone. Readers want to know how the message of a letter, memorandum, or email message will affect them. Readers expect a letter, memorandum, or email message to have a specific purpose; and they expect that purpose to directly benefit and affect them. Therefore, you want your correspondence to be “reader-oriented” instead of “writer-oriented”. A reader-oriented letter, memorandum, or email message presents its content in terms of how it will affect or possibly benefit the readers. A writer-oriented letter, memorandum, or email message presents its content in terms of how it will affect or benefit the writer. Figures 6-2 and 6-3 are examples of the same letter in a writer-oriented and a reader-oriented style. Readers may be suspicious and defensive about certain types of messages and about messages from some companies. For example, many readers automatically become defensive when they receive a letter with the return address of the Internal Revenue Service (IRS) or from a public utility such as the electric company or gas company. These readers automatically associate these organizations with a negative message. Therefore, if you work for such a company or organization, you will want to use words that will put your readers at ease quickly and to include any positive information as early as possible in the correspondence. Readers generally resist messages that point out their mistakes. Readers prefer to have positive information, not negative. They respond better to letters, memoranda, and email messages that, when possible, emphasize the positive message and deemphasize their mistakes. The example of negative tone on page 94 illustrates part of a letter that focuses on the reader’s mistakes. The example of positive tone on page 94 deemphasizes the reader’s mistakes.
	Monique’s Botique 4300 Main Street Dallas, TX 75200 February 14, 19__ Mrs.Leigh Amber Ewing 1244 Highland Place Dallas, TX 75200 Dear Mrs. Amber: We here at Monique’s Boutique are always pleased to hear from our customs. We try to please our shoppers with our unique fashion creations. One new customer attraction is our shop-by-mail service. Our service does have one drawback, however. Our mailing list is incomplete. Recently, we received your letter about a problem with our service: a friend of yours purchased a Norell original design for $400.00 during our Fall sale, yet you paid the full $650.00 price for it in January. We wish you had been on our mailing list, so we could have offered you the Norell for $400.00. We will put you on our mailing list today, so you won’t miss any more of our sales. Monique’s Boutique is here to serve. Yours truly, Monique Owner
	Figure 6-2. Example of a writer-oriented letter.
	Monique’s Botique 4300 Main Street Dallas, TX 75200 February 14, 19__ Mrs.Leigh Amber Ewing 1244 Highland Place Dallas, TX 75200 Dear Mrs. Amber: Your recent letter about the Norell original that you bought from us explained how a friend had purchased a Norell for $400.00 during last Fall’s sale, yet your purchases the same dress for $650.00. Mrs. Amber, because of your long-standing loyalty to our shop, we are enclosing a 40% discount coupon good on your next purchase. You must wonder how this discrepancy could happen. We admit that it happened because our new mail order service has not been completely set up. We began our shop-by-mail service just for loyal customers like you, but our new mailing list is still incomplete. We have now entered your name on our list, and you will receive all future sales catalogs. You, then, will have the option of shopping by mail or coming into our store. Let us know, Mrs Amber, if we can serve you further. Best regards, Monique Owner
	Figure 6-3. Example of a reader-oriented letter.

	Negative Tone	Positive Tone
	You failed to read the instructions at the top of the form. If you had read them, you would have signed the back of the form on the appropriate line. Without this signature, we will not process your application for credit with our company.	We will gladly process your credit application. Please sign the back of the enclosed form on line 26 and return it to us at your convenience. We look forward to doing business with you.
	To design an effective message for your readers, consider the tone of your correspondence and carefully choose the words and phrases in your correspondence. Figure 6-4 presents some tips for choosing words and phrases that will help you to create the appropriate tone in your correspondence.
	· If your readers have asked you for help, avoid words and phrases hat point out their mistakes in a negative tone or make them feel inferior or ignorant: You neglected to read … We cannot believe that you did not observe … You failed to notify … You ignored the instructions … We failed to see how you could possibly … We cannot understand how … We are at a loss to know how you … · Avoid phrases that demand or insist action from your readers: You should … You ought to … We must insist that you … We must request that you …
	Figure 6-4. Tips for choosing words and phrases that will help readers perceive your message in the way that you intend
	· Avoid implying that your readers are lying: You claim that … Your letter implies that … You insist that … · Avoid ambiguous phrases which may sound fine to you but may belittle your readers: No doubt … You will of course … Of course, you understand … · Eliminate negative words when possible:
	cannot impossible will not not no fail overlook difficulty complaint	unfortunate unfortunately problem regret trouble neglect sorry delay turned down	unable apologize inferior misfortune damaged wrong deny claimed inconvenient
	· Avoid impersonal and inflated phrases which may sound fine to you but will appear insincere or pompous to your readers. For instance, write clear sentences as in the following examples.
	Impersonal or inflated Your cooperation in this matter will be greatly appreciated. We are cognizant of the fact that … Please endeavor to ascertain … In the likelihood …	Clear We appreciate your help. We know … Please try to find out … If …
	Figure 6-4 (continued)
Organizing Your Message for the Readers	Most letters, memoranda, and email messages follow the same general organization. Some letters, memoranda, and email messages such as letter you write to apply for a job may vary slightly from this general organization; but generally, you can write any correspondence using the following organization: Starting the main message Explaining the main message Closing the correspondence. Figure 6-5 explains this organization.
	First Paragraph Middle Paragraph(s) Final Paragraph	The Main Message · tells the reader why you are writing The Explanation of the Main Message · explains the main message given in the first paragraph · presents necessary details about the main message Closing the Correspondence · tells the readers if they or you will act next · tells the readers when to act or when you will act · if necessary, tells the readers what action to take · tells the readers where to ask questions or where to send information
	Figure 6-5. Organization of a typical letter, memorandum, or email message The memorandum in Figure 6-6 illustrates the organization presented in Figure 6-5. As you read the memorandum, notice the following: The subject line specifically states the subject of the memorandum The first paragraph states the reason for writing the memorandum (or the main message) The writer has used a reader-oriented style The main points are indented and set off by white space or boldface.
The Main Message Explanation of the Main Message Closing Statements	MEMORANDUM May 8, 19__ To: All employees in the Packing Division From: Joe Smith, Supervisor Subject: New uniform policy After interviewing over half of you in the packing division at Stanford Tuna Packing and after studying several possible uniform policies, the company president is beginning a new uniform policy next month. With this new policy, you are ensured a more sanitary working environment, and you will be more comfortable. The New Uniform Policy You will receive five uniforms per year, paid for by the company. You may use these five uniforms until they become too soiled and stained or too worn and ill-fitting to be appropriate for work in the Packing Division. Although unlikely, if all five of your uniforms become inappropriate for work, you must furnish, at your cost any additional uniforms needed during that year. You will receive $6.000 per week to cover the cost of laundering and repairing your uniforms. This $6.00 will not be taxed. If you have any questions or comments about the above policy, please come by my office any time this week. Your input about the policy is important to me.
	Figure 6-6. Example of a memorandum using a typical letter, memorandum, or email organization.

A Special Note About Email	Unlike letters and memoranda, email does not have a standard format. This unstandardized format occurs for several reasons: email is a new medium, email is sent to readers both inside and outside a company, and writers can’t control the appearance of email when a reader receives it. The appearance varies depending how the email is sent and on the network environment in which the reader receives the email. Email, then, takes on a hybrid format, incorporating elements of the letter and the memorandum. This format also may include computer-generated information such as the date and time that the message is sent and received. Most email contains the following standard elements in some form: · the date that the writer sends the email. Most email systems automatically put the date and time that email is sent. · the email address of the reader. · the name and email address of the writer. Most email systems automatically include this information in the message. · a descriptive, informative subject line. The subject line should specifically tell the reader the content of the message. Some readers may receive as many as 50 to 60 email messages a day. Without a descriptive, informative subject line, the readers may not carefully read or may even ignore your message. · the text of the message. · the writer’s name and signature. Many writers simply type their name and put their email address on the line below. Some writers also include a signature line that includes their company, position, email address, and often a telephone number. These signature lines often include a quote to personalize their messages. The signature line is optional. These standard elements are often arranged to a combined letter/memorandum format with a date line; “To”, “From”, and “Subject” lines; and a complimentary closing and/or signature line. This format is common in most companies and on the Internet. However, when you begin work at a particular company, find out if the company uses or expects a particular email format from its employees. You should also find out if the company allows employees to use email for personal messages. Many companies are happy for you to use their email system for personal messages; however, some companies prohibit personal messages. Don’t assume that the company allows personal messages – look in your company handbook or ask fellow employees or your supervisor. The tone of email is often informal. As you write email in the corporate world, remember to use the appropriate formality and appropriate language and style. In many companies, email is filed on film just as paper correspondence is filed in filing cabinets. Your email may become part of the company archives, so make a good and appropriate impression with any email that you write.
	Chapter Seven Résumés and Letters of Application
	Résumés and letters of application are essential documents for college students and for anyone changing jobs. Together, a successful résumés and letter of application should open the way for an interview with a potential employer and should show how your skills and education meet an employer’s needs. In this chapter, you learn how to write effective résumés and letters of application.
Writing effective résumés	let’s assume that you will graduate from college in two months, but your still don’t have a job. You decide to send out several copies of a résumé, but you have never written one. You ask some friends for copies of their résumés. These résumés contain different types of information about your friends’ education, work experience, and personal lives. You decide to go to the career counseling center at your university to find a standardized list of information to include in your résumé. They tell you that most résumés include much of the following information: · name, address, and phone number · educational background · work experience · honors, skills, and activities · personal information. After discovering all the information that you can include in a résumé, you decide to begin writing yours. An effective résumé will describe your strengths and your qualifications for a particular job or organization. Its purpose is to motivate an employer to interview you. An effective résumé is designed to land an interview with a potential employer, not to get a job. People are usually offered jobs only after meeting personally with an employer, so you want your résumé to stand out from the many résumés an employer might receive. Your résumé must make a good first impression and convince potential employers that your strengths and skills meet their company’s needs – that these employers should invite you for an interview. The following sections help you write an effective résumé. These sections describe the different sections included in most résumés and discuss the format and appearance of a résumé.
The Major Sections of a Résumé	A résumé normally contains four major sections: · Heading · Education · Work experience · Personal information Some résumés may also include information about the following: · skills · activities (such as membership in professional organizations, awards, or honors) · references (many résumés will include the phrase, “References available on request” near the end) Remember that your résumé should give potential employers the information they need to determine of your qualifications and skills meet the needs of their company or organization.
The Heading	Résumés should begin with a specific heading, not the word “Résumé”. The word “Résumé” does not draw the employer’s attention to you. Instead, you might begin your résumé with your name, address, and phone number (see Figure 7-1).
	Patric David Sims 2600 Traildust Drive College Station, Texas 77840 (409) 696-8120
	Figure 7-1. An example of a heading for a résumé. In many résumés, the heading is followed by information about the type of job or position that you seek. This information appears as a career objective. The career objective usually appears after the address and phone number and before the first major section of the résumé. Figure 7-2 illustrates a typical career objective section.
	Melissa D.McCarroll 2624 Shoreside Drive Garland, Texas 76700 (214) 240-5664 Career Objective: a position where I can combine my knowledge of computer science and writing.
	Figure 7-2. An example of a heading with a career objective.
Education	The education section of a résumé includes information about your college-level education. This section usually appears either after the heading or after the work experience section. Students and recent graduates normally emphasize their education, so they will put this section after the heading while experienced job seekers will include it later in the résumé. The education section should include the following basic information: · The names and locations of the institutions from which you have received degrees (Begin with the institution from which you received your most recent degree) · The degree that you received from the institution and your academic major · The date of your graduation · Any other institutions you have attended since high school. In addition to the above basic information, many résumés of recent graduates and students will include the following: · Grade point averages (either overall or in their major, whichever is higher) · College courses they have taken that would particularly interest a potential employer · Any academic honors or distinguished achievements attained while in college You may also include information that will tell a potential employer how your education qualifies you for a particular job. The résumé examples at the end of this chapter illustrate several effective education sections.
Work Experience	The work experience section contains information about jobs that you have held. You should list these jobs in reverse chronological order, most recent to least recent. For each job, you should include the following basic information: · The name and location of the company · The beginning and ending dates of your work with that company · Your job or position title · Verb phrases describing your job responsibilities. If you have held a number of non-professional positions (such as summer positions that might include baby-sitting, lawn work, fast food work, etc.), you might group these together into one job listing under the subheading of “Other employment” or applicable, “Summer Employment”. Many people, particularly those who have had extensive job experience, eventually drop these positions from their résumés. When describing your job responsibilities, use phrases beginning with action verbs. (You should not use full sentences, just verb phrases.) Figure 7-3 gives an example of a partial work experience section. Notice the action verbs and the specific details that the writer includes.
	Baylor University Waco, Texas Student Assistant Director of Intramurals in the Health and Physical Education Department. Scheduled all intramural sports events for over 2,500 participants. Supervised all phases of six different sports. Trained refereeing officials. Coordinated the use of the facilities. Decide any protests regarding a sports event. (fall & spring, 19--, 19--)
	Figure 7-3. An example of partial work experience section of a résumé.
Personal information	The personal information section includes information that distinguishes you from other job candidates. This section normally appears at the end of the résumé. In this section, you might include any of the following information: · your community involvement (such as volunteer work for the United Way, membership in community service organizations, participation in a local church) · your hobbies, particularly if they relate in some way to your career interests · sports that you enjoy · extensive international travel background · foreign languages. Remember to include only personal information that will put you in a favorable light with a potential employer. If you are unsure about a piece of information, leave it out of the résumé. In the past, résumés often included personal information such as height, weight, date of birth, and marital status. Most résumés today, however, omit this information. The résumés at the end of this chapter include two effective personal sections.
Skills	Potential employers want to know what skills you possess that will meet the needs of their companies. If you have skills that would impress an employer, include them near the beginning of the résumé. Figure 7-4 shows how one writer included skills. Many résumés don’t have a skills section. You should only include a skills section if you have skills that relate to the job that you are seeking.
	Programming Programmed for Newman High School · Wrote 6 programs for the high school in both BASIC and COBOL. · Wrote a database program designed specifically for the counselors at the high school. · Wrote several sample programs in BASIC and COBOL for use in senior-level computer classes. Data Entry Skills Data Entry for Eckerd Pharmacy · Entered prescription data into the computer. · Updates the drug inventory on the computer each evening. Data Entry for Air Package, Inc. · Input all data for outbound transportation of all packages. · Rated and routed all package shipments using the computer.
	Figure 7-4. An example of a skills section of a résumé
Activities	In this section, you can include a wide range of activities and honors. You can include campus or community activities and organizations in which you participated. When listing these organizations, include any offices or committee assignments. Figure 7-5 illustrates one writer’s activities section.
	Campus Activities and Honors Who’s Who in American Colleges and Universities (19--) Mortar Board Secretary, Distinguished Alumni Committee Omicron Delta Kappa Angel Flight Chi Omega Secretary, Faculty Sponsor Liaison Student Government (19--)
	Figure 7-5. An example of an activities section of a résumé
The Format and Appearance of a Résumé	The format of a résumé should highlight impressive information about you. As you design your résumé, consider the following guidelines: Your résumé should be unique, but professional. Your résumé should stand out from other similar résumés. You can use an attractive heading or conservative graphic elements such a lines to distinguish your résumé from other résumés. However, be careful not to make so unique that employers notice only the design, not your name and qualifications. The section you want to emphasize should appear after the résumé heading you will want to emphasize. Generally, you will want to emphasize the skills, education, or work experience section. The résumé should include adequate white space. For example, you should include more space between the education and work experience sections than within those sections. Avoid large blocks of texts. Make the résumé appealing to read. The résumé should have generous margins. However, don’t make the margins so wide that your résumé looks empty. The résumé should be neat and professional. Use a printer with clear, easy-to-read letters. Use quality paper. The color of the paper generally should be in white, grey, or ivory tones. Avoid bold colors.
Writing Effective Letters of Application	You have written a good résumé, and you want to send it to potential employers. However, you want to give some additional information to the employer. You can add information to your résumé with a letter of application (often called a cover letter). A letter of application works with your résumé to convince potential employers that your qualifications and strengths will meet their companies’ needs. The following sections tell you how to organize an effective letter of application.
Organizing a Letter of Application	A letter of application has three major sections: · the introductory paragraph · the middle paragraphs about your education and experience · the concluding paragraph.
The Introductory Paragraph	In the introductory paragraph, identify the position for which you are applying. If possible, try to catch the reader’s attention. For example, you might include the name of someone both you and the reader know: Dr. Alice Mathews, a professor at the University of North Texas, suggested that I contact you about the technical writing position you have open. Avoid opening sentences that don’t distinguish your résumé from the others an employer might receive. For example, avoid sentences like the following: I am applying for the position you advertised. Please consider me for the computer programming position you have opened. An effective introductory paragraph will catch an employer’s attention and identify specifically the position you are applying for (see Figures 7-6 and 7-7).
The Middle Paragraph	The middle paragraphs present information about your education and work experience. If your résumé gives information about your education first, then you should discuss your education first in the letter of application. If your résumé gives information about your work experience first, you should discuss your work experience first. In other words, follow the order of the résumé when discussing education and work experience in the letter of application.

	Dr. James Rowland suggested that I apply for the Junior Technical Writing position you will have open in August. I received my B.S. in Computer Science with a minor in Technical Writing in May of this year. I also have two years of experience working as an intern in the software documentation department of Design, Inc.
	Figure 7-6. An example of an introductory paragraph in a letter of application.

	My extensive course work in computer science and my experience as an intern for Image Design Software qualify me for work in your software documentation department. I am excited about the opportunity to apply for the position you have open in this department.
	Figure 7-7. An example of an introductory paragraph in a letter of application.
	The middle paragraph should not give the details of your work or education in chronological order; instead, they should highlight and expand on specific points from your résumé. You should choose information that will especially interest potential employers and convince them that your skills and qualifications will benefit their company. In Figure 7-8, an engineering student applying for a job in a research facility shows how his work experience would make him a valuable employee.
	My interests in turbomachinery and my current position as a Research Assistant at the turbomachinery laboratories at Texas A&M University provide me with the solid testing and performance evaluation skills that would benefit your company. I am currently conducting turbine performance testing for the Mechanical Engineering Department. To give you further information about my education and background, I have enclosed a copy of my résumé.
	Figure 7-8. An example of a work experience paragraph in a letter of application.
	In Figure 7-9, a student majoring in English explains how her education in technical writing particularly qualifies her for a position as a technical writer.
	At the University of North Texas, I have taken many courses in composition. My most extensive writing experience has been in technical writing courses. In an advanced class, I wrote a users’ manual for pharmaceutical software used by Minyard (a regional grocery store chain in the Southwest). Currently, several of the Minyard pharmaceutical are using the manual.
	Figure 7-9. An example of an introductory paragraph in a letter of application
The Concluding Paragraph	In the concluding paragraph, you should do the following: ask for an interview tell the employer how to contact you and when you are available. When writing this paragraph, be specific and concise. Encourage the reader to act. You should avoid sentences like the following: I look forward to hearing from you soon. Thank you for considering my application. If possible, may I meet with you or someone in your company to discuss my résumé and qualifications? Both these sentences are tool general; they do not encourage the employer to act. The second sentence conveys a lack of confidence that the employer will want to meet with the writer. The sentence below are specific, forceful, and confident. They encourage a specific response from the employer. I will be in the Dallas area from March 8-15. I would enjoy meeting with you personally to discuss my résumé. You can reach me at (409) 696-3688 between 3:00 and 7:00 p.m. Monday through Friday to set up a convenient time for me to come into your office. My résumé provides more information about my education and work experience. I would like to discuss my qualifications for the job with you as soon as possible. You can call me after 3:000 p.m. Monday through Friday at (214) 492-4400.
Examples	Examples I, II and III are résumés organized chronologically. Notice how easily you can find information and how the writers use active verbs in the experience sections in these résumés. Example IV is a résumé with a functional and chronological organization. The writer organized the information chronologically and emphasized his skills in the food service industry by way of headings in the experience section. Example V is a letter of application that illustrates an effective opening paragraph and detailed middle paragraph. Notice how the writer gives the potential employer specific information and details about his education and work experience.

Date: 2015-12-24; view: 858

<== previous page	\|	next page ==>
Mein neuer bester Freund	\|	TREASURES OF CATHERINE THE GREAT

doclecture.net - lectures - 2014-2024 year. Copyright infringement or personal data (0.007 sec.)