1. Business Correspondence: Letters, Memos, and E-mails
Chapter 14
Business Correspondence: Letters, Memos, and s

2. Understanding the Process for Writing Letters, Memos, and E-mails
Analyze your audience.
Analyze your purpose.
Gather information about your subject.
Choose a type of document.
Letters
Memos s
Chapter 14. Writing Letters, Memos, and s

3. Understanding the Process for Writing Letters, Memos, and E-mails
Draft the document.
State your purpose.
Use headings to help summarize the message.
Provide adequate background.
Organize the discussion.
Highlight action items.
Format the document.
Revise, edit, and proofread the document.
Send the document.
Chapter 14. Writing Letters, Memos, and s

4. Types of Business Correspondence
Letter
Most formal, used for communication with people either within or outside your organization
Memo
Moderately formal, used within your organization
Quick, relatively informal with one or many recipients
Chapter 14. Writing Letters, Memos, and s

5. Presenting Yourself Effectively in Correspondence
Use the appropriate level of formality.
Usually avoid informal writing, even in s
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
If you wouldn’t say it to a friend, don’t say it in your correspondence
Communicate honestly.
Chapter 14. Writing Letters, Memos, and s

6. Chapter 14. Writing Letters, Memos, and E-mails
Formality
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.
I think we put together an excellent proposal. Thank you very much for your hard work.
Chapter 14. Writing Letters, Memos, and s

7. Elements of Most Letters
See example p
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:
Chapter 14. Writing Letters, Memos, and s

8. Elements of Most Letters (cont.)
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
Chapter 14. Writing Letters, Memos, and s

9. Other Elements of Letters
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
Chapter 14. Writing Letters, Memos, and s

10. Common Formats for Letters
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
Chapter 14. Writing Letters, Memos, and s

11. Common Types of Letters
Inquiry
Response to inquiry
Claim
Adjustment
Chapter 14. Writing Letters, Memos, and s

12. Writing an Inquiry Letter
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.
Chapter 14. Writing Letters, Memos, and s

13. Responding to an Inquiry Letter
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.
Chapter 14. Writing Letters, Memos, and s

14. Chapter 14. Writing Letters, Memos, and E-mails
Writing a Claim Letter
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.
Chapter 14. Writing Letters, Memos, and s

15. Writing a Bad-News Adjustment Letter
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.
Chapter 14. Writing Letters, Memos, and s

16. Typical Elements of Memos
See example, p. 353
Subject line
Statement of purpose
Summary
Headings
Background and discussion
Conclusion
Recommendations or action items
Chapter 14. Writing Letters, Memos, and s

17. Guidelines for Following Netiquette
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 s

18. Guidelines for Following Netiquette (cont.)
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 s

19. Writing Culture-Specific Correspondence
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.
s are not as popular in some cultures that prefer face-to-face meetings.
Chapter 14. Writing Letters, Memos, and s