1. Written Correspondence
How to Write Memos, s, 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”
“Training Seminars for Comptrollers”

7. Introduction Write one or two clear introductory sentences Examples:
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 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 address
Write an effective subject line
Keep the message brief
Organize your
Use highlighting techniques sparingly
Proofread your
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 about your unit’s services for the campus.
Pre-write: Answer who, what when, why, where, and how
Write: Draft the using the correct 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