Written Correspondence

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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 - PowerPoint PPT Presentation

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  • HOW TO WRITE MEMOS, E-MAILS, AND LETTERWritten Correspondence

  • Memos, E-mails, LettersMany differences:DestinationFormatAudienceTopics/PurposeToneSpeed or delivery timeAttachmentsLengthSecurity

  • Determine the PurposeWhy are you writing?DocumentationCover/transmittalConfirmationProceduresRecommendationsFeasibilityStatusDirectiveInquiry

  • Determine the AudienceWho are you writing to?SupervisorColleaguesSubordinatesExternal partiesOther

  • How to Write MemosSubject LineIntroductionDiscussionConclusion

  • Subject Line100% of readers read the subject lineWrite the focus and topic for the subject lineDont write: ComptrollersDo write: Salary Increases for ComptrollersTermination of ComptrollersHiring Procedures for ComptrollersVacation Schedules for ComptrollersVacation Schedules for ComptrollersTraining Seminars for Comptrollers

  • IntroductionWrite one or two clear introductory sentencesWhat you wantWhy you are writingExamples:In the third of our series of quality control meetings this quarter, Id 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. Hed like to meet with you to discuss the following ideas in more detail.

  • DiscussionRespond with the reporters questions:Who, What, When, Why, Where, and HowMake your information accessible by applying highlighting techniquesItemizationWhite spaceBoldface typeHeadingsColumnsGraphics

  • ConclusionConclude with either a complimentary close or a directive closeComplimentary close: motivates readers and leave them happyIf 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 actionNext Wednesday (11/13/09), Mr. Jones will provide each of you a timetable of events and a summary of accomplishments.

  • Additional Memo Writing TipsUse parenthetical definitions for your audienceUse simple words, readable sentences, and specific detailWrite in informal, friendly tone Use proper grammar

  • Practice Writing a MemoScenario: You are a supervisor and realize that your staffing needs have increased due to the changes in the current years enrollment. Write a memo requesting more funds to the director of your department. Pre-write: Answer who, what, when, why, where, and howWrite: Draft the memo using the correct memo format and checklistRe-write: Check for errors, flow, and tone

  • How to Write an E-mailRecognize 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 Yales version of netiquette)

  • Practice Writing an E-mailScenario: You are a staff clerk and your supervisor would like you to draft an e-mail about your units services for the campus.Pre-write: Answer who, what when, why, where, and howWrite: Draft the e-mail using the correct e-mail format and checklistRe-write: Check for errors, flow, and tone

  • Different Kinds of LettersInquiryCoverGood newsBad newsComplaintAdjustmentSales

  • Essential Letter ComponentsWriters addressDateInside address (recipients address)SalutationLetter bodyComplimentary closeSigned nameTyped name

  • Optional Letter ComponentsSubject line New page notationsWriters and typists initialsEnclosure notationCopy notation

  • Criteria for Letters of InquiryIntroductionState why you are writingTell what you are writing aboutDiscussionSpecify your needsAsk precise questionsQuantifyConclusionExplain when you need a responseTell your readers why the date is important

  • Criteria for Cover LettersIntroductionState why you are writingTell what you are writing aboutDiscussionTell the reader exactly what you have enclosed or the value of the enclosures in an itemized listConclusionState what you plan nextState when this action will occurState why the date is important

  • Criteria for Good News LettersIntroductionState why you are writingTell what you are writing aboutDiscussionExplain exactly what has justified the commendation or the promotionConclusionState what you plan nextState when this action will occurState why the date is important

  • Criteria for Bad New LettersIntroductionBegin with a bufferDiscussionPreface your news with quantifiable proofState the bad newsConclusionProvide options which will allow them to regain good graces, seek employment in the future, or reapply for the refund you have deniedTry to end upbeat and positively

  • Criteria for Complaint LettersIntroductionPolitely state the problemInclude supporting documentsDiscussionExplain in detail the problems experiencedSate what you want done and whyConclusionEnd positivelyInclude your phone number and the time you can best be reached

  • Criteria for Adjustment Letter: 100% YesIntroductionState that you agree with the readers complaintState that you will honor her recommendations for adjustmentDiscussionExplain why the problem occurred Explain how the problem will be avoided in the futureConclusionTry to maintain customer satisfactionEnd upbeat

  • Criteria for Adjustment Letter: 100% NoIntroductionBegin with a buffer: positive statement and facts that all can acceptDiscussionExplain what happenedState the bad newsConclusionEnd upbeat

  • Criteria for Adjustment Letter: Partial IntroductionState good news DiscussionExplain what happened State bad newsConclusionTry to maintain customer satisfaction

  • Criteria for Sales LetterIntroductionState why you are writingTell what you are writing aboutArouse the reader interestAnecdoteQuestionQuotationDataDiscussionSpecify what you offer to benefit your audience or solve their problemsProvide dataGive testimonyDocument your credentialsConclusionWrite something to make readers act Give directionsProvide a tear-out to send backSupply a self-addressed, stamped envelope for a responseOffer a discountGive your name or contact name and phone number

  • Practice Writing a Sales LetterScenario: Your supervisor asks you to send a letter to prospective students about your units services. Pre-write: Note some ways you might arouse the readers interest and list what you want offer to studentsWrite: Draft a letter using the correct letter format Re-write: Check for errors, flow, and tone

  • SummaryThink about the purpose and audience before deciding on the correspondence typeRemember to always following the three steps of the writing process: pre-write, write, and re-writeAsk your colleagues, supervisor, or subordinates to assist you with any stage of the writing processContact Kandice when in doubt!

  • ReferencesThis material was taken from Technical Writing: Process and Product, 5th edition. Authored by Sharon J. Gerson and Steven M. Gerson