1. Letters, Memos, and E-Mail
Correspondence

2. Genre
Genre is the “function” of the writing that manifests in particular rhetorical features, formatting/appearance, and organizational schemes.

5. Features of Letters, Memos, and E-Mails
Written to people outside the company
Formal
Memos
Written to people inside the company s
Written to people inside or outside the company
Letters
Used in formal situations in which an employee is acting as a representative of the company.
Can be used to make requests or inquiries, accept or refuse claims, communicate important information, record agreements, and apply for jobs.
Memos
Usually contain meeting agendas, policies, internal reports, and short proposals. s
Used in situations that once called for less formal memos, letters, or phone calls.
Increasingly used for formal communication as well.

6. Features of Letters, Memos, and E-Mails
A letter, memo, or will generally have the following features.
Header
Salutation
Introduction
Body paragraphs
Conclusion
Signature
Salutation is included in letters and some s but not memos.
Introduction should define the subject, state your purpose, and state a clear main point.
Body paragraphs should contain need-to-know information.
Conclusion should restate the main point and look to the future.
Signature should be included for letters and s but not memos.

7. Decide What Kind of Letter, Memo, or E-mail is Needed
Inquiries (Purpose is to gather information.)
Identify subject and purpose; state questions clearly and concisely; limit your questions to five or fewer; if possible, offer something in return; thank readers in advance; provide contact information.
Responses (Response is written answer to an inquiry.)
Thank the writer for the inquiry; clearly state subject and purpose; answer questions; offer more information; provide contact information.
Transmittal Letters and Memos (Also called “cover letters” or “cover memos”)
Identify the materials enclosed; state the reason the materials are being sent; summarize the information sent; clearly state action requested; provide contact information.
Claims or Complaints (Purpose – to explain a problem and ask for amends.)
State subject and purpose clearly and concisely; explain problem in detail; describe how the problem inconvenienced you; state what you want; thank the reader; provide contact information.
Adjustments (Purpose – to respond to the issue described by the client, customer, or co-worker.)
Express regret without taking blame; state what you are going to do; tell the reader when to expect results; show appreciation for business; provide contact information.
Refusals (“Bad news” letters, memos, or s)
State your subject; summarize your understanding of facts; deliver bad news, explaining your reasoning; offer alternatives; express desire to retain relationship; provide contact information.

8. Make a Plan Determine the Rhetorical Situation
Who is the reader of my letter, memo, or ?
Why am I writing to this person?
What is my point? What do I want my reader to do?
Where will the letter, memo, or be read?
When will the letter, memo, or be used?
How will the reader use this document now and in the future?
Five-W and How Questions

9. This graph helps visualize a way to map purpose.

10. Organize and Draft Your Message: Introduction
Subject
The subject should be stated or signaled in the first or second sentence. Don’t assume they know about your topic.
Purpose
The Purpose for writing should be stated almost immediately in the first paragraph.
Main Point
All letters, memos, and s should have a main point. Put it up front to ensure that your readers don’t miss it.
Background Information
Background information or a personal connection may be helpful, but not essential.

11. Organize and Draft Your Message: Body
Provides Need-to-Know Information
Divide your subject into the two to five major topics for discussion.
Provide your readers with the information they need to make a decision or take action.
Make a persuasive case for the audience on why they should take action
Importance of the Subject

12. Organize and Draft Your Message: Conclusion
Conclusion that restates the main point:
Thank the readers
Restate your main point
Look to the future

13. Choose the Style, Design, and Medium
Style and design must fit the rhetorical situation
Strategies for developing an appropriate style:
Use the “you” style
Create a tone
Avoid bureaucratic phrasing
Use the “you” style
Place emphasis on readers rather than author.
Negative information should not usually use the “you” style.
Create a tone
Mapping can help project a specific tone.
Avoid bureaucratic phrasing
It makes the message harder to understand, it doesn’t add any information, it depersonalizes the letter, and it undermines the one-to-one relationship between writer and reader.

14. Designing and Formatting
Many companies use templates
Formatting letters
Use letterhead
Use an inside address
Include a greeting
Formatting memos
Header
Message
Formatting Letters
Letterhead – often premade. If letterhead isn’t available, enter your return address (not name) followed by the date.
Inside address – address of the person to whom you are sending the letter – two lines below the date or return address.
Greeting – Greeting belongs two lines below the inside address. “Dear” is common greeting, followed by a comma or colon.
Use a gender-neutral title if you don’t know the recipient’s name.
Don’t use “To Whom It May Concern” because it’s impersonal.
Formatting Memos
Header – use stationery or make your own by typing the following list: date, to, cc, from, subject.
Subject should be a descriptive and specific phrase.
cc lines include names of people who will receive copy of the memo.
Message
Memos don’t include a “dear” line or greeting.
They begin with the message in block style

16. Email mistakes Expecting an Instant response
Violating an organization’s guidelines
ing when you are angry
Failing to have a clear purpose or call to action
Conflating two or more requests, calls, or responses
Vague references or a generic response
Using when a face-to-face would be better
Grammatical errors
Sending criticism
ALL CAPS (or no caps)
Improper tone (too formal/too informal)
Improper use of Reply All or CC
Sharing sensitive information that may violate federal or state law (HIPPA, FERPA)
Expecting an Instant response
Violating an organization’s guidelines – some policies do not allow images over a certain size, or forbid bad language
ing when you are angry
Failing to have a clear purpose or call to action
Conflating two or more requests, calls, or responses
Vague references or a generic response
Using when a face-to-face would be better
Grammatical errors
Sending criticism
ALL CAPS (or no caps)
Improper tone (too formal/too informal)
Improper use of Reply All or CC
Sharing sensitive information that may violate federal or state law (HIPPA, FERPA) – It’s not against the law as long as you take reasonable precautions