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

2. 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

3. 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

4. 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

5. 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

6. 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)

7. 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

8. 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

9. 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

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

11. 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

12. 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

13. 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.

14. 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.

15. 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

16. 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.

17. 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.

18. -------------------------------------------
Memo Format
COMPANY NAME/LOGO
MEMORANDUM
TO:
FROM:
DATE:
SUBJECT [phrase in block letters/ boldface]: _________________________________________ _________________________________________ _________________________________________ _________________________________________ _________________________________________
Initials of the sender

19. 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.

20. 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.

21. 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]

22. 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 s.
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. .

23. 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.

24. 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