Letters, Memos, and E-Mail Correspondence

Genre Genre is the “function” of the writing that manifests in particular rhetorical features, formatting/appearance, and organizational schemes.

Features of Letters, Memos, and E-Mails Written to people outside the company Formal Memos Written to people inside the company E-mails Written to people inside or outside the company Letters Used in formal situations in which an employee is acting as a representative of the company. Can be used to make requests or inquiries, accept or refuse claims, communicate important information, record agreements, and apply for jobs. Memos Usually contain meeting agendas, policies, internal reports, and short proposals. E-mails Used in situations that once called for less formal memos, letters, or phone calls. Increasingly used for formal communication as well.

Features of Letters, Memos, and E-Mails A letter, memo, or e-mail will generally have the following features. Header Salutation Introduction Body paragraphs Conclusion Signature Salutation is included in letters and some e-mails but not memos. Introduction should define the subject, state your purpose, and state a clear main point. Body paragraphs should contain need-to-know information. Conclusion should restate the main point and look to the future. Signature should be included for letters and e-mails but not memos.

Decide What Kind of Letter, Memo, or E-mail is Needed Inquiries (Purpose is to gather information.) Identify subject and purpose; state questions clearly and concisely; limit your questions to five or fewer; if possible, offer something in return; thank readers in advance; provide contact information. Responses (Response is written answer to an inquiry.) Thank the writer for the inquiry; clearly state subject and purpose; answer questions; offer more information; provide contact information. Transmittal Letters and Memos (Also called “cover letters” or “cover memos”) Identify the materials enclosed; state the reason the materials are being sent; summarize the information sent; clearly state action requested; provide contact information. Claims or Complaints (Purpose – to explain a problem and ask for amends.) State subject and purpose clearly and concisely; explain problem in detail; describe how the problem inconvenienced you; state what you want; thank the reader; provide contact information. Adjustments (Purpose – to respond to the issue described by the client, customer, or co-worker.) Express regret without taking blame; state what you are going to do; tell the reader when to expect results; show appreciation for business; provide contact information. Refusals (“Bad news” letters, memos, or e-mails) State your subject; summarize your understanding of facts; deliver bad news, explaining your reasoning; offer alternatives; express desire to retain relationship; provide contact information.

Make a Plan Determine the Rhetorical Situation Who is the reader of my letter, memo, or e-mail? Why am I writing to this person? What is my point? What do I want my reader to do? Where will the letter, memo, or e-mail be read? When will the letter, memo, or e-mail be used? How will the reader use this document now and in the future? Five-W and How Questions

This graph helps visualize a way to map purpose.

Organize and Draft Your Message: Introduction Subject The subject should be stated or signaled in the first or second sentence. Don’t assume they know about your topic. Purpose The Purpose for writing should be stated almost immediately in the first paragraph. Main Point All letters, memos, and e-mails should have a main point. Put it up front to ensure that your readers don’t miss it. Background Information Background information or a personal connection may be helpful, but not essential.

Organize and Draft Your Message: Body Provides Need-to-Know Information Divide your subject into the two to five major topics for discussion. Provide your readers with the information they need to make a decision or take action. Make a persuasive case for the audience on why they should take action Importance of the Subject

Organize and Draft Your Message: Conclusion Conclusion that restates the main point: Thank the readers Restate your main point Look to the future

Choose the Style, Design, and Medium Style and design must fit the rhetorical situation Strategies for developing an appropriate style: Use the “you” style Create a tone Avoid bureaucratic phrasing Use the “you” style Place emphasis on readers rather than author. Negative information should not usually use the “you” style. Create a tone Mapping can help project a specific tone. Avoid bureaucratic phrasing It makes the message harder to understand, it doesn’t add any information, it depersonalizes the letter, and it undermines the one-to-one relationship between writer and reader.

Designing and Formatting Many companies use templates Formatting letters Use letterhead Use an inside address Include a greeting Formatting memos Header Message Formatting Letters Letterhead – often premade. If letterhead isn’t available, enter your return address (not name) followed by the date. Inside address – address of the person to whom you are sending the letter – two lines below the date or return address. Greeting – Greeting belongs two lines below the inside address. “Dear” is common greeting, followed by a comma or colon. Use a gender-neutral title if you don’t know the recipient’s name. Don’t use “To Whom It May Concern” because it’s impersonal. Formatting Memos Header – use stationery or make your own by typing the following list: date, to, cc, from, subject. Subject should be a descriptive and specific phrase. cc lines include names of people who will receive copy of the memo. Message Memos don’t include a “dear” line or greeting. They begin with the message in block style

Email mistakes Expecting an Instant response Violating an organization’s email guidelines Emailing when you are angry Failing to have a clear purpose or call to action Conflating two or more requests, calls, or responses Vague references or a generic response Using email when a face-to-face would be better Grammatical errors Sending criticism ALL CAPS (or no caps) Improper tone (too formal/too informal) Improper use of Reply All or CC Sharing sensitive information that may violate federal or state law (HIPPA, FERPA) Expecting an Instant response Violating an organization’s email guidelines – some email policies do not allow images over a certain size, or forbid bad language Emailing when you are angry Failing to have a clear purpose or call to action Conflating two or more requests, calls, or responses Vague references or a generic response Using email when a face-to-face would be better Grammatical errors Sending criticism ALL CAPS (or no caps) Improper tone (too formal/too informal) Improper use of Reply All or CC Sharing sensitive information that may violate federal or state law (HIPPA, FERPA) – It’s not against the law as long as you take reasonable precautions