Chapter 14

Business Correspondence: Letters, Memos,

and E-mails

2

1.Analyze your audience.2.Analyze your purpose.3.Gather information about your

subject.4.Choose a type of document.

Letters Memos Emails

Understanding the Process for Writing Letters, Memos, and E-mails

Chapter 14. Writing Letters, Memos, and E-mails

3

5.Draft the document. State your purpose. Use headings to help summarize the

message. Provide adequate background. Organize the discussion. Highlight action items.

6.Format the document.7.Revise, edit, and proofread the

document.8.Send the document.

Understanding the Process for Writing Letters, Memos, and E-

mails

Chapter 14. Writing Letters, Memos, and E-mails

4

Letter Most formal, used for

communication with people either within or outside your organization

Memo Moderately formal, used within your

organization Email

Quick, relatively informal with one or many recipients

Types of Business Correspondence

Chapter 14. Writing Letters, Memos, and E-mails

5

Use the appropriate level of formality. Usually avoid informal writing, even in emails

Communicate correctly. Free of errors in grammar, punctuation, style,

usage & spelling Project the “you attitude.” , see p. 341

Convey a courteous, positive tone Take on the reader’s point of view & meet his/her

needs Avoid correspondence clichés., see p. 341-342

If you wouldn’t say it to a friend, don’t say it in your correspondence

Communicate honestly.

Presenting Yourself Effectively in Correspondence

Chapter 14. Writing Letters, Memos, and E-mails

TOO INFORMAL I doubt if Bob gives a flying squirrel how you handle it. Do whatever you want.

MODERATELY FORMAL

I don’t think Bob prefers any particular method. Please use your judgment.

TOO FORMAL It was indubitably the case that our team was successful in presenting a proposal that was characterized by quality of the highest order. My appreciation for your industriousness is herewith extended.

MODERATELY FORMAL

I think we put together an excellent proposal. Thank you very much for your hard work.

6Chapter 14. Writing Letters, Memos, and E-mails

Formality

7

See example p. 344-345 Heading = return address + date

If not preprinted, use your address (not name) and date

If letterhead used, then blank paper for 2nd & subsequent pages

Inside address Use professional title if available, Reader’s position on the line with name if there is

room Spell organization name as they do, e.g. IBM

Salutation 2 lines below the inside address Dear XXXXXX:

Elements of Most Letters

Chapter 14. Writing Letters, Memos, and E-mails

8

Body At least 3 paragraphs: introductory ¶,

concluding ¶, one or more body ¶s. Complimentary close

Sincerely, Very truly yours, etc. Signature

Type your full name on the 4th line below the complimentary close & include your position.

Sign, in ink, above typed name Reference initials

See p. 346

Elements of Most Letters (cont.)

Chapter 14. Writing Letters, Memos, and E-mails

9

Attention line When you don’t have someone’s name

Subject line Project number or brief phrase

Header for second page Recipient Page number Date

Enclosure line If envelope contains more than just the letter

Copy line Who else has received a copy

Other Elements of Letters

Chapter 14. Writing Letters, Memos, and E-mails

10

Full block, p. 346 Everything aligned to left margin

Modified block, p. 346 Date, complimentary close,

signature: use center as margin All else aligned to left margin

Common Formats for Letters

Chapter 14. Writing Letters, Memos, and E-mails

11

Inquiry Response to inquiry Claim Adjustment

Common Types of Letters

Chapter 14. Writing Letters, Memos, and E-mails

12

See example, p. 347 State who you are and why you

are writing. Ask specific questions. Indicate your schedule. Politely request a response. Offer something in return. Always write a thank-you note to

the person who has responded to your inquiry letter.

Writing an Inquiry Letter

Chapter 14. Writing Letters, Memos, and E-mails

13

See example, p. 348 Answer the questions if you can. If you cannot answer the

questions, explain the reasons and offer to assist with other requests.

Include additional information, if appropriate.

Responding to an Inquiry Letter

Chapter 14. Writing Letters, Memos, and E-mails

14

See example, p. 349 Use a professional tone. Clearly identify the product or

service you are writing about. Explain the problem and include

persuasive details. Propose a solution.

Writing a Claim Letter

Chapter 14. Writing Letters, Memos, and E-mails

15

See example, p. 351 Meet the customer on neutral

ground. Summarize the facts as you see

them. Explain why you are unable to

fulfill the request. Create goodwill.

Writing a Bad-News Adjustment Letter

Chapter 14. Writing Letters, Memos, and E-mails

16

See example, p. 353 Subject line Statement of purpose Summary Headings Background and discussion Conclusion Recommendations or action items

Typical Elements of Memos

Chapter 14. Writing Letters, Memos, and E-mails

17

Stick to business. Don’t waste bandwidth. Use appropriate formality. Write correctly. Don’t flame. Use the subject line.

Chapter 14. Writing Letters, Memos, and E-mails

Guidelines for Following Netiquette

18

Make your message easy on the eyes.

Don’t forward a message to another person or to an online discussion forum without the writer’s permission.

Don’t send a message unless you have something to say.

Chapter 14. Writing Letters, Memos, and E-mails

Guidelines for Following Netiquette (cont.)

19

The role, format, and tone of letters in the target culture might be different.

Letters might be preferred to memos.

Memos might be more formal than in the U.S.

E-mails are not as popular in some cultures that prefer face-to-face meetings.

Chapter 14. Writing Letters, Memos, and E-mails

Writing Culture-Specific Correspondence