Chapter 14 Business Correspondence Letters Memos and Emails
Chapter 14 Business Correspondence: Letters, Memos, and E-mails
Understanding the Process for Writing Letters, Memos, and E-mails Analyze your audience. 2. Analyze your purpose. 3. Gather information about your subject. 4. Choose a type of document. 1. Letters n Memos n Emails n Chapter 14. Writing Letters, Memos, and E-mails 2
Understanding the Process for Writing Letters, Memos, and E-mails 5. Draft the document. n n n State your purpose. Use headings to help summarize the message. Provide adequate background. Organize the discussion. Highlight action items. Format the document. 7. Revise, edit, and proofread the document. 8. Send the document. 6. Chapter 14. Writing Letters, Memos, and E-mails 3
Types of Business Correspondence n Letter n n Memo n n Most formal, used for communication with people either within or outside your organization Moderately formal, used within your organization Email n Quick, relatively informal with one or many recipients Chapter 14. Writing Letters, Memos, and E-mails 4
Presenting Yourself Effectively in Correspondence n Use the appropriate level of formality. n n Communicate correctly. n n n Convey a courteous, positive tone Take on the reader’s point of view & meet his/her needs Avoid correspondence clichés. , see p. 341 -342 n n Free of errors in grammar, punctuation, style, usage & spelling Project the “you attitude. ” , see p. 341 n n Usually avoid informal writing, even in emails 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 5
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. MODERATELY FORMAL I think we put together an excellent proposal. Thank you very much for your hard work. Chapter 14. Writing Letters, Memos, and E-mails 6
Elements of Most Letters n n See example p. 344 -345 Heading = return address + date n n n Inside address n n If not preprinted, use your address (not name) and date If letterhead used, then blank paper for 2 nd & subsequent pages 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 n n 2 lines below the inside address Dear XXXXXX: Chapter 14. Writing Letters, Memos, and E-mails 7
Elements of Most Letters (cont. ) n Body n n Complimentary close n n Sincerely, Very truly yours, etc. Signature n n n At least 3 paragraphs: introductory ¶, concluding ¶, one or more body ¶s. Type your full name on the 4 th line below the complimentary close & include your position. Sign, in ink, above typed name Reference initials n See p. 346 Chapter 14. Writing Letters, Memos, and E-mails 8
Other Elements of Letters n Attention line n n Subject line n n Recipient Page number Date Enclosure line n n Project number or brief phrase Header for second page n n When you don’t have someone’s name If envelope contains more than just the letter Copy line n Who else has received a copy Chapter 14. Writing Letters, Memos, and E-mails 9
Common Formats for Letters n Full block, p. 346 n n Everything aligned to left margin Modified block, p. 346 Date, complimentary close, signature: use center as margin n All else aligned to left margin n Chapter 14. Writing Letters, Memos, and E-mails 10
Common Types of Letters n n Inquiry Response to inquiry Claim Adjustment Chapter 14. Writing Letters, Memos, and E-mails 11
Writing an Inquiry Letter n n n n 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 12
Responding to an Inquiry Letter n n 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 13
Writing a Claim Letter n n n 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 14
Writing a Bad-News Adjustment Letter n n n 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 15
Typical Elements of Memos n n n n 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 16
Guidelines for Following Netiquette n n n 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 17
Guidelines for Following Netiquette (cont. ) n n n 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 18
Writing Culture-Specific Correspondence n n 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 19
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