How to Write Memos, Emails, and Letter

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Written Correspondence

• How to Write Memos, E-mails, and Letter

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Memos, E-mails, Letters

• Many differences
• Destination
• Format
• Audience
• Topics/Purpose
• Tone
• Speed or delivery time
• Attachments
• Length
• Security

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Determine the Purpose

• Why are you writing?
• Documentation
• Cover/transmittal
• Confirmation
• Procedures
• Recommendations
• Feasibility
• Status
• Directive
• Inquiry

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Determine the Audience

• Who are you writing to?
• Supervisor
• Colleagues
• Subordinates
• External parties
• Other

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How to Write Memos

• Subject Line
• Introduction
• Discussion
• Conclusion

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Subject Line

• 100 of readers read the subject line
• Write the focus and topic for the subject
  line
• Dont 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

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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, 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.

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Discussion

• Respond with the reporters questions
• Who, What, When, Why, Where, and How
• Make your information accessible by applying
  highlighting techniques
• Itemization
• White space
• Boldface type
• Headings
• Columns
• Graphics

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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.

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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

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Practice Writing a Memo

• Scenario 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 how
• Write Draft the memo using the correct memo
  format and checklist
• Re-write Check for errors, flow, and tone

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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 Yales version of
  netiquette)

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Practice Writing an E-mail

• Scenario 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
  how
• Write Draft the e-mail using the correct e-mail
  format and checklist
• Re-write Check for errors, flow, and tone

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Different Kinds of Letters

• Inquiry
• Cover
• Good news
• Bad news
• Complaint
• Adjustment
• Sales

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Essential Letter Components

• Writers address
• Date
• Inside address (recipients address)
• Salutation
• Letter body
• Complimentary close
• Signed name
• Typed name

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Optional Letter Components

• Subject line
• New page notations
• Writers and typists initials
• Enclosure notation
• Copy notation

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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

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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

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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

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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

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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

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Criteria for Adjustment Letter 100 Yes

• Introduction
• State that you agree with the readers 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

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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

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Criteria for Adjustment Letter Partial

• Introduction
• State good news
• Discussion
• Explain what happened
• State bad news
• Conclusion
• Try to maintain customer satisfaction

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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 readers act
• Give directions
• Provide a tear-out to send back
• Supply a self-addressed, stamped envelope for a
  response
• Offer a discount

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Practice Writing a Sales Letter

• Scenario 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
  students
• Write Draft a letter using the correct letter
  format
• Re-write Check for errors, flow, and tone

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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! ?

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References

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