Chapter 10

1. Chapter 10 Memos and Letters Strategies for Technical Communication in the Workplace Laura J. Gurak John M. Lannon

2. Purposes of a Memo Memos are the major form of internal communication in most organizations. Memos serve to leave a paper trail of directives, inquiries, instructions, requests, recommendations, and daily reports for future reference.

3. Memo Types Transmittal Memo The transmittal memo accompanies a package of material to sign. It signals that the information is being sent from one place to another. Summary or Follow-Up Memo The summary or follow-up memo provides a written record of a meeting or conversation. Informational Memo The informational memo contains some type of announcement or update.

4. When a Letter Is Better than a Memo or Email Use a letter when you need to: • Personalize your message • Convey a dignified, professional impression • Act as a representative of your company or organization • Present a carefully constructed case • Respond to clients, customers, or anyone outside your organization • Provide an official notice or record

5. Heading / company name Date and inside address Salutation Body of letter Closing and signature Any notations Parts of a Letter

6. Parts of a Letter • Sender’s Address • Date • Inside Address • Salutation • Body Text • Complimentary Closing • Signature

7. Parts of a Letter Optional Parts • Typist notation • Enclosure notation • Copy notation

8. Formats for Letters Block format • All letter parts are flush with the left margin. Modified block format • All parts are flush left, except date, return address, complimentary closing, and signature.

9. Letter Tone • Establish and maintain a “you” perspective. • Be polite and tactful. • Use plain English. • Consider the needs of international readers. • Consider whether to be direct or indirect.

10. Types of Letters • Inquiry letters • Claim letters • Routine • Arguable • Sales letters • Adjustment letters

11. Inquiry Letters • Are sent to request information or services. • Can be solicited or unsolicited. • May not be useful if questions are too numerous or complex; consider an interview instead. • If unsolicited, may be considered less intrusive than unsolicited phone calls.

12. Claim Letters Claim letters are used to request adjustments for defective goods or poor services. • Routine Claim • Straightforward because they are backed by a contract, guarantee, or company reputation • Arguable Claim • Used when you must persuade the recipient to grant a debatable claim

13. Sales Letters Sales letters are written to persuade a current or potential customer to buy a product or service.

14. Adjustment Letters To gain goodwill, companies generally grant any adjustments that seem reasonable. • Granting Adjustments: • Begin with good news. • Explain what went wrong and how the problem will be solved. • Never use employees as scapegoats. • Do not make any promises that can’t be kept. • End on a positive note.

15. Adjustment Letters Companies must write refusals when customers have misused the product or are mistaken about policy. • Refusing Adjustments: • Use an indirect organizational plan. • Remain polite and professional. • Be ambiguous. • Avoid a patronizing or accusing tone. • Close the letter courteously and positively.

16. Any questions? For additional help reviewing this chapter, please visit the Companion Website for your text at http://www.pearsonhighered.com/gurak.