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