Written Correspondence HOW TO WRITE MEMOS EMAILS AND

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” “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, 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, 5 th edition. Authored by Sharon J. Gerson and Steven M. Gerson