A guide in writing 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