HOW TO WRITE MEMOS, E-MAILS, AND LETTER
Written Correspondence
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 LineIntroductionDiscussionConclusion
Subject Line
100% of readers read the subject lineWrite 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 audienceIdentify yourselfUse the correct e-mail addressWrite an effective subject lineKeep the message briefOrganize your e-mailUse highlighting techniques sparinglyProofread your e-mailPractice 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
InquiryCoverGood newsBad newsComplaintAdjustmentSales
Essential Letter Components
Writer’s addressDateInside address (recipient’s address)SalutationLetter bodyComplimentary closeSigned nameTyped name
Optional Letter Components
Subject line New page notationsWriter’s and typist’s initialsEnclosure notationCopy 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