Memos and Letters

2/18/2008

Routine Documents Most routine business writing falls

into three categories: memos, letters and e-mail. Each type of document has its own writing conventions. However, in this presentation only memos and letters will be discussed.

Topics to be covered: Memoranda Letters

Memos A memorandum is an internal

channel of communication. They travel within a company between and among employees.

Memos communicate changes in policy, notification, brief reports and queries.

Memos• The design includes:1. The recipient’s name2. The sender3. The date4. Subject line

MemorandumTO: All staffFROM: Irma Brown, CEO, Finn ServicesDATE: July 27, 2003SUBJECT: Agenda for Tuesday’s meeting.A meeting will be held on Tuesday ,29th of July at 3p.m in the cafeteria.The key issues are customer service preparation for the holidayseason, advertising campaign suggestions, new retirement planoptions, and changes in stocking procedures.

Please prepare responses for discussion.

Thank you.

Style and Format of Memos Memos should be short and to the

point. Memos should never be brusque as

to seem rude. Memos don’t contain salutation or

complimentary close. The body of a memo should resemble

a letter in appearance.

Memos are created and distributed because they are:

Written records Communication aids Feedback channels

Try writing a memo Pretend that you are the manager of

an organization. There has been some issues regarding lunch time and the way in which workers dress for work.

Write a memo to employees reminding them about the importance of dress and work hours policies.

Components of Letters and Memos Use the introduction to create a

rapport with your audience, detailing the message goal as clear as possible.

The body should explain the reasons for the message and offer information to clarify its purpose. Use enhancements such as subheadings and bullets- use them sparingly.

Components of Memos and Letters The close can contain a call to action

and a goodwill statement. The call to action tells the audience exactly how to respond to the message. It includes due dates, locations, duties, and materials that the receiver should prepare ahead of time. The goodwill statement reassures the receiver that you care about his or her opinion and often requests feedback.

Letters Letters are external, written channel

of communication (although used internally).

They serve several purposes, among them requests, claims, adjustments, rejections, reports, sales and goodwill responses.

Components of Business Letters.Letterhead Stationery or sender’s address.

Most companies have their own preprinted letterhead that includes all contact information for the sender.

Date Type the date the letter was written 2 to 3 lines below the letterhead.

Recipient’s address Type the name and address of the speaker 4 to 6 returns below the date; enter the recipients name (line 1), company name or position title (line 2), street address (line 3), and city, town (line 4). Return twice before the salutation (one blank space)

Salutation: terms of address. Double spaced below the recipient's address. Enter a salutation, usually “ Dear Mr.________ “, or “Dear Ms_______”

Subject Line The message goal. It is typed one blank line below the salutation in all caps.

Body The body of the message must be single spaced, with one blank line between paragraphs.

Complimentary close Letters should end with a traditional close such as “Sincerely,” “Faithfully”. Leave three blank spaces between the close and the signature lines. The space below the close allows you to sign the letter.

Addenda •Enclosure notation: Use this item if you are enclosing something with the letter (receipts, contracts, copies, etc.). The notation should look like this: Enclosure or enclosures; Enc. Or Encs.• Courtesy copies: If you are sending a courtesy copy of the letter to another person, return two times after enclosure notation, if there is one. Key in “cc” followed by the individual’s name: cc Lasha Brown.

Components continued•Addenda -Blind copies: Return two times after notation. Key in blind copy notation like this , bcc Mary John. Use this notation if you are sending a copy to another person but prefer that the receiver of your letter not you.

Letter Styles and FormatThere are two common structures for

business letters: Full block style- everything begins at

the left margin. Semi-blocked- the date and the

closing lines begin in the middle, while the other components remain at the left margin.

Content of the Business Letter

1. The opening paragraph- puts the message into context. This can be done by:

Acknowledging the date, receipt and subject of any received correspondence.

Supplying the reason for the letter being written

Providing essential names, dates, locations or other data to put the message into context.

The middle paragraph (s) The middle paragraph develops detailed

message. This is logically and briefly done. For example, the precise nature of the complaint maybe described, the benefits of goods for sales listed and so on.

To aid impact, some data maybe displayed in tabular form, perhaps as a table of discounts, schedule of price benefits and so on.

The closing paragraph The closing paragraph is to state

simply and clearly what action the writer needs from the recipient. This is followed by a courteous closing statement.

Use this plan and your letters will always ‘IMPRESS’ !

I DEA Decide upon the principal aim(s) of the letter.

M ethod Structure the letter’s main point in a plan

P aragraphs Following the opening, middle and closing scheme

R ecipient Remember who will receive the letter

E mphasis Guide the letter’s progress to its action statement

S tyle Employ a style appropriate to the letter’s aim(s)

S afety Check the letter for errors or omissions before dispatch.

Letter of Complaint

Salutation

Subject Heading

Reason for letter: date,

location, invoice, model,

personnel

Description of: nature, extent of, damage or

defect, detail of defective part

Implications

Indication of

Letter of Adjustment

Salutation

Subject Heading

Statement of regret

Cause of defect

Action to be taken

Apology Restatement