This document provides guidance on writing different types of business correspondence, including memos, emails, and letters. It discusses key differences between these formats and how to determine the purpose and audience. For each format, it outlines the essential components and provides tips. For example, it recommends including a clear subject line in memos and emails to help readers understand the focus. It also provides examples of introductions, discussions, and conclusions for different letter types like inquiries, covers, and sales. The document aims to help readers properly structure and write effective business communications.

1. H O W T O W R I T E M E M O S , E - M A I L S , A N D
L E T T E R
Written Correspondence

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