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

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

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 E-mails

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 Email Quick, relatively informal with one or many recipients Chapter 14. Writing Letters, Memos, and E-mails

Presenting Yourself Effectively in Correspondence 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. Chapter 14. Writing Letters, Memos, and E-mails

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 E-mails

Elements of Most Letters 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: Chapter 14. Writing Letters, Memos, and E-mails

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 E-mails

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 E-mails

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 E-mails

Common Types of Letters Inquiry Response to inquiry Claim Adjustment Chapter 14. Writing Letters, Memos, and E-mails

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 E-mails

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 E-mails

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 E-mails

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 E-mails

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 E-mails

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 E-mails

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 E-mails

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. E-mails are not as popular in some cultures that prefer face-to-face meetings. Chapter 14. Writing Letters, Memos, and E-mails