LETTER, MEMO & E-MAIL WRITING PURPOSE of LETTERS Make requests, claims. Confirm details Ask for specific info. Place orders, etc. Job application

LAYOUT Sender’s address/letterhead Date Inside address Salutation Subject Heading Body Close/complimentary close (Yours faithfully) Signature Enclosures –Enc – abbreviation means that something has been enclosed in the letter Copies – cc – notation means that copies of the letter have been sent to the persons named

Principles of Letter writing The 10 Cs Clarity – write simply & clearly; avoid ambiguities Completeness – incl. essential info. Conciseness – avoid unnecessary info. Concreteness – be specific; no abstract words Correctness – no errors

10 Cs cont’d Courtesy – be friendly, polite. Not rude. Consideration – “you” attitude. Coherence – logical flow of ideas Candidness – honesty & sincerity Compulsion – positive writing; motivate reader to respond

Job application letters Must contain the following info: Suitability for the job – reasons for applying Edn. Background & qualif. Work experience Testimonials & Referees Interview availability Your starting date

Curriculum Vitae (CV) or Resume Required information: Full name Address & telephone contact Age (desirable) Educational background, qualifications, etc listed from most recent to last Work experience – from most recent to last. Personal info on hobbies, etc. List of referees Photo (desirable)

Request letters Introduction – state: who you represent; reason for writing Body – state: Why you need help Your specific requirements Conclusion – state: Necessary follow – up Due dates Further contact Maintain a polite tone throughout

Claim letters Introduction – state: Background details; set the scene Body – state: What went wrong What the problem is Conclusion – state: What you want to have done about it Time frame for action Follow up arrangements Motivate a favourable response

Adjustment letters (reply to claim letters) Yes (granting) Introduction Acknowledge claimant’s letter Refer to the situation Body Announce the remedy/solution Apologise if at fault – express regret Offer a sound explanation Conclusion When/how remedy will take place

Reply to claim letters cont’d. Present a friendly close Regain customer’s confidence Maintain good relations with customer

Adjustment letters cont’d Reply to claim letters No (refusal) Introduction Acknowledge claimant’s letter Refer to the situation Confirm that the claim is understood Body Offer an explanation Express regret Tactfully explain how customer is at fault

Reply to claim letters cont’d Present refusal (or imply it) politely Possible offer constructive suggestion/alternative Conclusion Say what you can do Present a friendly close Try to maintain good customer relationships

Order Letters Most companies prefer to use order forms to minimize the number of mistakes. To minimize errors use the following format: 1. Begin by asking for the goods, eg: Please send me the following…… 2. Give complete details about the goods required, including the name of goods, identifying number or code, quantity, colour, size, brand, etc. 3. Give instructions for delivery – address, etc. 4. Explain how payment will be made.

Enquiry letters Usually very short. Some guidelines: 1. Ask immediately what you’re enquiring about. 2. Explain why you need the info. 3. Give any supporting info which may assist your enquiry. When replying to enquiry letters: 1. Always reply promptly. Thank the client and indicate the date it was sent. 2. Clearly answer the enquiry. 3. If necessary, explain what you are doing to assist the enquirer. 4. Close with a statement that encourages further business contact.

Memorandum This is inter office communication. Staff of an organization use this method of communication when a written record is required. Content is limited to one main issue supported by details and explanations. Usually less than a page. First paragraph should explain why the memo is being written. Streamline the memo’s message to itemize its main points in paragraphs, using a bold layout. Use of sub-headings, underlining and other attention getters often improves the appearance and hence the readability of memos. Has a standard format for consistency, efficiency and clarity

Why use memos at work When not to use memos To simplify internal communication To emphasize action To convey good news To request for action that requires no special persuasion. When not to use memos Do not use memos to give bad news. Do not use memos to convey confidential information.

Structure of a memo Memo Type Heading To-Name & Title From-Name & Title Date-numeral format Subject-Phrase (block letters/boldface) Body of memo Paragraph 1 : Purpose Paragraph 2 : Details Paragraph 3 : Request for action/cooperation/threat Initials – of the sender DO NOT sign or write name.

------------------------------------------- Memo Format COMPANY NAME/LOGO ------------------------------------------- MEMORANDUM TO: FROM: DATE: SUBJECT [phrase in block letters/ boldface]: _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________ Initials of the sender

MEMORANDUM TO: All staff FROM: A Malani, Human Resource Manager DATE:3 April 2006 SUBJECT: UNACCEPTABLE WORK PRACTICES It has come to the attention of the management that FNU employees are not practicing work ethics.

Paragraph 2 – Details The following have been observed over a period of time: officers Come late at work; Take tea and lunch breaks beyond the allocated times; Leave the premises early; and Do NOT sign time in & time out in the time book.

Paragraph 3- Request/Action These practices are unacceptable to management and employees are reminded of the conditions of their contracts. If there is no improvement in the current trend, management will have no alternative but to take appropriate action. A.M [initials of the sender]

Advantages of memos Written record of interoffice communication that can be filed. Staff can be reminded of their obligations to carry out duties delegated to them. Can be sent as attachments in emails. One memo can be used for a large number of people. Allows sender to communicate in a precise form, rather than receive information through the grapevine with a high risk of distortion. Reach receivers who are temporarily unavailable. Save time & money. Allow complex information to be sent & retained. .

Types & Tone There are four main types: Notification – this covers instructions/explanations of procedures and policies; announcements of meetings and promotions. Request Responses to request Special reports TONE polite/personal avoid being authoritative or too humble.

Language features Be concise and precise Use simple words Use short, clear sentences Keep paragraphs short Avoid use of emotive words Avoid use of jargons unnecessarily Proof read and edit before you send it out