Written Correspondence

1. Written Correspondence How to Write Memos, E-mails, and Letter

2. Memos, E-mails, Letters • Many differences: • Destination • Format • Audience • Topics/Purpose • Tone • Speed or delivery time • Attachments • Length • Security

3. Determine the Purpose • Why are you writing? • Documentation • Cover/transmittal • Confirmation • Procedures • Recommendations • Feasibility • Status • Directive • Inquiry

4. Determine the Audience • Who are you writing to? • Supervisor • Colleagues • Subordinates • External parties • Other

5. How to Write Memos • Subject Line • Introduction • Discussion • Conclusion

6. Subject Line • 100% of readers read the subject line • Write 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”

7. 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.”

8. 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

9. 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.”

10. 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

11. 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

12. 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 Yale’s version of netiquette)

13. 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

14. Different Kinds of Letters • Inquiry • Cover • Good news • Bad news • Complaint • Adjustment • Sales

15. Essential Letter Components • Writer’s address • Date • Inside address (recipient’s address) • Salutation • Letter body • Complimentary close • Signed name • Typed name

16. Optional Letter Components • Subject line • New page notations • Writer’s and typist’s initials • Enclosure notation • Copy notation

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. Criteria for Adjustment Letter: Partial • Introduction • State good news • Discussion • Explain what happened • State bad news • Conclusion • Try to maintain customer satisfaction

25. 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

26. 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

27. 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! 

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