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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
 Cover/transmittal
 Confirmation
 Procedures
 Recommendations
 Feasibility
 Status
 Directive
 Inquiry
Determine the Audience
 Who are you writing to?
 Supervisor
 Colleagues
 Subordinates
 External parties
 Other
How to Write Memos
 Subject Line
 Introduction
 Discussion
 Conclusion
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”

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.”
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
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.”
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
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
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)
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
Different Kinds of Letters
 Inquiry
 Cover
 Good news
 Bad news
 Complaint
 Adjustment
 Sales
Essential Letter Components
 Writer’s address
 Date
 Inside address (recipient’s address)
 Salutation
 Letter body
 Complimentary close
 Signed name
 Typed name
Optional Letter Components
 Subject line
 New page notations
 Writer’s and typist’s initials
 Enclosure notation
 Copy notation
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
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
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
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
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
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
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
Criteria for Adjustment Letter: Partial
 Introduction
 State good news
 Discussion
 Explain what happened
 State bad news
 Conclusion
 Try to maintain customer satisfaction
Criteria for Sales Letter
 Introduction
 State why you are writing
 Tell what you are writing about
 Arouse the reader interest

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
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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




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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
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
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! 
References
 This material was taken from Technical Writing:
Process and Product, 5th edition. Authored by
Sharon J. Gerson and Steven M. Gerson