Written Correspondence

HOW TO WRITE MEMOS, E-MAILS, AND

LETTER
 Memos, E-mails, Letters

 Many differences:
 Destination

 Format

 Audience

 Topics/Purpose

 Tone

 Speed or delivery time

 Attachments

 Length

 Security
 Determine the Purpose

 Why are you writing?

 Documentation

 Cover/transmittal

 Confirmation

 Procedures

 Recommendations

 Feasibility

 Status

 Directive

 Inquiry
 Determine the Audience

 Who are you writing to?

 Supervisor

 Colleagues

 Subordinates

 External parties

 Other
 How to Write Memos

 Subject Line
 Introduction
 Discussion
 Conclusion
 Subject Line

 100% of readers read the subject line

 Write the “focus” and “topic” for the subject line
 Don’t write: “Comptrollers”

 Do write:
 “Salary Increases for Comptrollers”
 “Termination of Comptrollers”
 “Hiring Procedures for Comptrollers”
 “Vacation Schedules for Comptrollers”
 “Vacation Schedules for Comptrollers”
 “Training Seminars for Comptrollers”
 Introduction

 Write one or two clear introductory sentences

 What you want

 Why you are writing

 Examples:
 “In the third of our series of quality control meetings this
quarter, I’d like to get together again to determine if
improvements have been made.”
 “As a follow-up to our phone conversation yesterday
(11/2/00), I have met with out VP regarding your suggestions.
He’d like to meet with you to discuss the following ideas in
more detail.”
 Discussion

 Respond with the reporter’s questions:

 Who, What, When, Why, Where, and How

 Make your information accessible by applying

highlighting techniques
 Itemization
 White space
 Boldface type
 Headings
 Columns
 Graphics
 Conclusion

 Conclude with either a complimentary close or a

directive close
 Complimentary close: motivates readers and leave them happy
 “If our quarterly sales continue to improve at this rate, we will
double our sales expectations by 2005. Congratulations!”
 Directive close: tells readers exactly what you want them to do
next or provides dated action
 “Next Wednesday (11/13/09), Mr. Jones will provide each of you a
timetable of events and a summary of accomplishments.”
 Additional Memo Writing Tips

 Use parenthetical definitions for your audience

 Use simple words, readable sentences, and specific
detail
 Write in informal, friendly tone
 Use proper grammar
 Practice Writing a Memo

 Scenario: You are a supervisor and realize that your

staffing needs have increased due to the changes in
the current year’s enrollment. Write a memo
requesting more funds to the director of your
department.
 Pre-write: Answer who, what, when, why, where, and
how
 Write: Draft the memo using the correct memo
format and checklist
 Re-write: Check for errors, flow, and tone
 How to Write an E-mail

 Recognize your audience

 Identify yourself
 Use the correct e-mail address
 Write an effective subject line
 Keep the message brief
 Organize your e-mail
 Use highlighting techniques sparingly
 Proofread your e-mail
 Practice netiquette (or Yale’s version of netiquette)
 Practice Writing an E-mail

 Scenario: You are a staff clerk and your supervisor

would like you to draft an e-mail about your unit’s
services for the campus.
 Pre-write: Answer who, what when, why, where, and
how
 Write: Draft the e-mail using the correct e-mail
format and checklist
 Re-write: Check for errors, flow, and tone
 Different Kinds of Letters

 Inquiry
 Cover
 Good news
 Bad news
 Complaint
 Adjustment
 Sales
 Essential Letter Components

 Writer’s address
 Date
 Inside address (recipient’s address)
 Salutation
 Letter body
 Complimentary close
 Signed name
 Typed name
 Optional Letter Components

 Subject line
 New page notations
 Writer’s and typist’s initials
 Enclosure notation
 Copy notation
 Criteria for Letters of Inquiry

 Introduction
 State why you are writing

 Tell what you are writing about

 Discussion
 Specify your needs

 Ask precise questions

 Quantify

 Conclusion
 Explain when you need a response

 Tell your readers why the date is important

 Criteria for Cover Letters

 Introduction
 State why you are writing

 Tell what you are writing about

 Discussion
 Tell the reader exactly what you have enclosed or the value of
the enclosures in an itemized list
 Conclusion
 State what you plan next

 State when this action will occur

 State why the date is important

 Criteria for Good News Letters

 Introduction
 State why you are writing

 Tell what you are writing about

 Discussion
 Explain exactly what has justified the commendation or the
promotion
 Conclusion
 State what you plan next

 State when this action will occur

 State why the date is important

 Criteria for Bad New Letters

 Introduction
 Begin with a buffer

 Discussion
 Preface your news with quantifiable proof

 State the bad news

 Conclusion
 Provide options which will allow them to regain “good graces,”
seek employment in the future, or reapply for the refund you
have denied
 Try to end upbeat and positively
 Criteria for Complaint Letters

 Introduction
 Politely state the problem

 Include supporting documents

 Discussion
 Explain in detail the problems experienced

 Sate what you want done and why

 Conclusion
 End positively

 Include your phone number and the time you can best be
reached
 Criteria for Adjustment Letter: 100% Yes

 Introduction
 State that you agree with the reader’s complaint

 State that you will honor her recommendations for adjustment

 Discussion
 Explain why the problem occurred

 Explain how the problem will be avoided in the future

 Conclusion
 Try to maintain customer satisfaction

 End upbeat
 Criteria for Adjustment Letter: 100% No

 Introduction
 Begin with a buffer: positive statement and facts that all can
accept
 Discussion
 Explain what happened

 State the bad news

 Conclusion
 End upbeat
 Criteria for Adjustment Letter: Partial

 Introduction
 State good news

 Discussion
 Explain what happened

 State bad news

 Conclusion
 Try to maintain customer satisfaction
 Criteria for Sales Letter

 Introduction
 State why you are writing
 Tell what you are writing about
 Arouse the reader interest
 Anecdote
 Question
 Quotation
 Data
 Discussion
 Specify what you offer to benefit your audience or solve their problems
 Provide data
 Give testimony
 Document your credentials
 Conclusion
 Write something to make reader’s act
 Give directions
 Provide a tear-out to send back
 Supply a self-addressed, stamped envelope for a response
 Offer a discount
 Give your name or contact name and phone number
 Practice Writing a Sales Letter

 Scenario: Your supervisor asks you to send a letter to

prospective students about your unit’s services.
 Pre-write: Note some ways you might arouse the
readers’ interest and list what you want offer to
students
 Write: Draft a letter using the correct letter format
 Re-write: Check for errors, flow, and tone
 Summary

 Think about the purpose and audience before

deciding on the correspondence type
 Remember to always following the three steps of the
writing process: pre-write, write, and re-write
 Ask your colleagues, supervisor, or subordinates to
assist you with any stage of the writing process
 Contact Kandice when in doubt! 
 References

 This material was taken from Technical Writing:

Process and Product, 5th edition. Authored by
Sharon J. Gerson and Steven M. Gerson