Writing Memo, Letter, and
Email
Use and Formatting
Emails, Memos, and Letters
• Emails are generally used both within an organization (“in-house”)
and outside an organization, when the subject is relatively informal
and routine.
• Memos are used only for communication within an organization,
especially when the subject is more formal, non-routine, and more
serious than what you’d write in an email.
•Letters are typically sent to recipients outside an organization.
Letters might also be used within an organization if the topic is very
formal and/or non-routine.
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Emails, Memos, and Letters
Emails: Inside and Outside organization
Memos: Inside organization
Letters: Outside organization (usually)
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Memo Cue Words Formatting
LINE UP CUE WORD CONTENT AT 1 inch ruler mark
DATE:
Written out as month, day, year
TO:
Recipient’s name (and, if desired, title)
FROM:
Sender’s name (and, if desired, title) and initials
SUBJECT:
One-Line “Headline”
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About Capitalization in Formatting
• You can capitalize ONLY the first letter of the MAIN/MAJOR words,
if you know how to identify these.
• Several of these memo examples show the cue words and subject
line in ALL caps. This avoids the hassle of trying to identify
main/major words. Be aware that two styles exist.
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Memo Cue Words Formatting Example # 1
Capitalizing only first letter of main/major words.
Date:
September 30, 2015
To:
Ray Charles, Marketing Manager
From:
Bruce King, Events Manager BK
Subject:
Conference Planning
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Memo Cue Words Formatting Example # 2
DATE:
September 30, 2015
TO:
Ray Charles, Marketing Manager
FROM:
Bruce King, Events Manager BK
SUBJECT:
CONFERENCE PLANNING
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MEMO FORMATTING
• See the How to Format a Memo Document.
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Format for Memos
Memo
Title
Headings
XXXXXXXXXXXXXXX
XX: xxxxxxxxxxxxxxxx
XXXX: xxxxxxxxxx
XXXX: xxxxxxxxxx
XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxx
The
Message
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
© Prentice Hall, 2004
Business Communication Essentials
Chapter 6 - 9
MEMO FORMATTING
• You can view this video on composing and writing a memo.
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Letter Formatting
• Letter formatting is very different from memo formatting.
• You will use letter formatting for the Request and Response Letter
Assignments.
• The Request and Response Letter Examples demonstrate both how to
use the direct strategy and how to write a list with parallel structure.
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Letter Formatting
• Before you write your Request and Response Letter Assignments,
refer to this PowerPoint again.
• Don’t create a “LEMO,” which is a combination letter (LE) and memo
(MO) mutant. ;)
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Business Letterhead
• Business Letterhead typically includes company name, address,
phone, email, and company web address at the top of the page.
Sometimes the address can be placed at the very bottom)
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Letter Formatting
• Please put the Subject Line ABOVE the Salutation (the Dear Mr. ___ :
Dear Ms. ___ : part), not below.
• Both locations are acceptable, but BSTEC 110 Company’s “style
manual” requires it ABOVE the salutation, to avoid breaking up letter
“flow.” ;)
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Request-Response Letters Assignment Packet has more
Details
• Spell out month. Use month, day, year order. May 1, 2015
• If you have room, put the JOB TITLE on line 2 of the inside address,
and the company name on Line 3.
• It’s okay to combine name and job title on line 1 (first choice), or title
and company name on line 3 (second choice, as shown).
• Always spell out Road, Street, Drive, Avenue, Circle, etc.
• It’s okay to abbreviate Boulevard (Blvd.); use a period after abbreviations.
15
Request-Response Letters Assignment Packet has more
Details
FORMATTING LETTERS
• On the line underneath the street address, put the City, followed
by a comma and then the TWO LETTERS for State abbreviation
(WA-no periods!). No comma before zip code.
• Put SUBJECT LINE above Salutation, not below.
•(Again, both are acceptable, but your BSTEC 110 Company
prefers above, to avoid breaking up flow.)
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Format for Business-Letters
Letterhead
Stationery
Date
Salutation
XXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXX
xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
Inside
Address
xxxxxxxxx:
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
The
Message
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Signature
Block
© Prentice Hall, 2004
xxxxxxxxxxxxxx,
xxxxxxxxxxxxxx
Complimentary
Close
xxxxxxxxx
xxxxxxxxx
Business Communication Essentials
Chapter 6 - 17
Request-Response Letters Assignment Packet has more
Details
• Letters have a “complimentary close,” usually “Sincerely,” one
blank line after the end of the letter.
• Underneath this is the writer’s signature, written above the writer’s
typed name. Writer’s title is below the typed name.
• Copies to and Enclosure notations are placed below this “signature
block.” See How to Format a Business Letter document.
• Left-align business documents.
Do NOT “justify.”
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Formatting Emails
Email Formatting
Email programs have To and Subject boxes for you to
fill in. The date is automatically added.
The “look” varies by program.
Email Formatting
As for memos and letters, the Subject Line should be
specific, “headlining” what this is about for a busy
reader scrolling through hundreds of emails.
Email Salutations
• Emails also require Salutations, although these are less
formal than a letter’s “Dear Mr. or Ms. ______:”
• You can use that, but, unless it’s very formal, you may
use Hello, Mr. or Ms. _________, (with a comma) or, if
you know the person, “Hello, Nate,” or “Hello, Kara,”
instead.
• Using “hey,” or “yo,” or no Salutation is NOT
professional.
Email Body
As always, a message needs an Introduction, a Body,
and a Closing.
Use one blank line between paragraphs to avoid “Wall
of Text” Syndrome!
Email Body
• The advice is to, if possible, limit email length to
what appears on the screen.
• Since readers use multiple devices, with different
size screens, this can’t always be adhered to.
• But consider the average-sized computer monitor
screen, and use that as a suggested guideline.
Email Signature Block
Use the complimentary close “Sincerely,” if the email
is formal. You can also use “Thank you.”
Most professionals use an automatically inserted
“Signature,” which appears at the end of emails.
Email Signature
Email Signature
Email Etiquette
See the BSTEC 110 Presentation on
Email Etiquette in the Business
Documents Folder.
But now, let’s get organized with
O. H. I. O.
1: Pay Attention to Tone
•Always consider audience and purpose
•E-mail to an expert = respectful, friendly and professional
•Complaint letter = firm, formal, demanding, but not
threatening
The word “YOU” really effects your
tone.
•Congratulate and thank with “you”
•“Your company always provides the best service.”
•Do NOT use “you” when giving bad or negative
information
•“Your shoddy work produced a bad toaster.”
•“My toaster no longer works.”
Vs.
Not Good.
You must
have dropped
the engine.
The housing
is badly
cracked.
Better
The badly cracked housing suggests that your engine
must have fallen onto a hard surface from some
height.
2: Brief, purposeful Introduction
•The first line should clarify topic &
purpose
•No more than four or five lines
Avoid diving into details too early or
before the purpose of the
communication is mentioned.
3: Review the context
•We’re forgetful and busy people
•Your reader may not be familiar with the
situation
Image from: http:// www.mchenrycountyblog.com/uploaded_images/T-Shirt-Not%20Now,%20I'm%20Busy-705334.jpg
4: Follow a good-news first strategy
Image from: http://blog.1800dessert.com/2006/05/oreo_powered_rocket.html
5. Use a reader-centered strategy
Image from: http://www2.fileplanet.com/images/170000/170715ss_sm2.jpg
6: Organize your paragraphs logically
•State the subject and purpose.
•Explain the problem in detail.
•Describe how the problem inconvenienced you.
•State what you would like the reader to do.
•Thank the reader for his or her response.
•Provide contact information.
Claim Letters and Memos: from Johnson-Sheehan, Technical communication Today, 2nd ed., p. 482
7: Keep your paragraphs short!
No more information than necessary!
8: Use headings, lists, and tables
Lorem Ipsum
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Donec vel arcu. Sed urna.
Nam ut leo at lorem sagittis porta. Quisque leo nisl, porttitor et, vulputate et,
sodales a, risus. Vestibulum non sapien sodales nulla scelerisque suscipit.
Aenean vel turpis.
Etiam ultrices mollis eros.
Aliquam congue, metus ut semper faucibus
Curabitur accumsan elit sit amet magna. Class aptent taciti sociosqu ad litora
torquent per conubia nostra, per inceptos hymenaeos. Pellentesque nibh. Curabitur
dapibus bibendum orci. Fusce lacinia, massa eu volutpat feugiat, arcu purus semper
diam, id rutrum urna ante id quam.
9: Have an active conclusion
•Tell your reader what you want
•Give your contact information
Image from: http://www.masshist.org/cabinet/november2002/hancocksignaturelg.jpg
Image from: http://icanhascheezburger.files.wordpress.com/2007/06/hay-be-nice-emokitteh-is-sensitive.jpg
Overview part I
•Pay attention to tone
•Have a brief “state-your-purpose” introduction
•Review the context
• If writing a response to some other communication, repeat the
details of the context
•Follow a good-news-first, bad-news-last strategy
•Use a reader-centered strategy
•Reader and writer usually have a mutual goal – they both want
something!! Both parties needs to feel they have gained
something.
• Organize paragraphs logically
• Intro, Narration, Petition and Justification
Overview part II
•Keep your paragraphs short
•Fewer than 8 lines, and use11-point, readable font
•Use headings, lists, and tables where appropriate
•Headings indicate sections, bulleted lists for key points, numbered lists of
sequential items, and tables to enable comparison information
•Have an active conclusion
•Make clear what you expect the recipient to do, avoid weak endings like “hoping to
hear from you soon,” and give your contact information!
O.H.I.O.
Only Handle it Once
How to Handle Multiple Messages Efficiently
Only Handle it Once (O.H.I.O.)
• The gist of OHIO is to manage your time and
resources efficiently and to reduce clutter.
• When handling hard-copy letters or memos for the
first time, determine whether it needs action right
now, today, tomorrow, this week or month, or
whether no action is needed.
Only Handle it Once (O.H.I.O.)
• Only Handle it Once applies especially to junk mail,
hard-copy, or email, that you can make a fast
decision about to delete.
• The “rule” is not meant to be taken literally for
other mail and email, which should be considered
carefully and handled an efficient number of times.
Only Handle it Once (O.H.I.O.)
• Only Handle it Once can mean that you set the nonurgent letter, memo, or email aside and then commit
time that evening to focus on it.
• Some messages might be about large projects, and,
obviously, you cannot handle those once and
complete the project, while ignoring everything else!
Only Handle it Once (O.H.I.O.)
for Memos and Letters
• Sort or file the memo or letter accordingly: “need
action soonest” items near at hand; others filed and
easily identified (so you don’t forget about them!)
• No action needed might be filed for documentation
or historical purposes, or recycled or shredded.
Only Handle it Once (O.H.I.O.) for Email
• Emails can be overwhelming; you might receive 100s
daily at work.
• Email “folders” help you to immediately prioritize
and “file” emails to work on right away, today,
tomorrow, within the week, etc.
• Different email providers offer their own style of
folders.
Only Handle it Once (O.H.I.O.) for Email
O.H.I.O or H.I.O.O?
By the way, if you think that Only Handle it Once has
a misplaced modifier, you are correct.
But Handle It Only Once (HIOO) is just not as catchy. :)