Ch 6 - Emails, Letters, and Memos Flashcards
Name three basic types of correspondence.
Email, Letters, Memos
What’s the difference between letters and memos?
Letters are for people outside the organization
Memos are internal
How are the different types of correspondence formatted?
Email: header addresses, subject line, attachments line, body
Letter: letterhead, date, address, greating, body, closing salutation with signature
Memo: memohead, date, to/from, subject, body
Typical organization/basic features for all correspondence
Header Introduction with main point Supporting topics (Body) Conclusion with main point Signature (except for memo)
What are the steps used in creating correspondence?
1) Make a plan and do research
2) Decide what kind of email, letter, or memo is needed
3) Organize and draft message
What questions need to be answered prior to drafting correspondence?
Who is the reader? Why am I writing? What is my point/action I want taken? Where will it be read? When with it be used? How will they use it now and in the future?
Important/formal correspondence should consider what items?
Subject - concise as possible
Purpose - immediately obvious
Readers - what they need to understand/act
Context of use - where and how will it be used, including any privacy concerns
What are the main purposes of correspondence?
Inquiries Responses Transmittals Claims or Complaints Adjustments Refusals
What are the guidelines for writing an Inquiry?
Clearly identify subject and purpose State questions clearly and concisely Limit questions to five or fewer If possible, offer something in return Thank readers in advance for their response Provide contact information
What are the guidelines for writing a Response?
Thank the writer for the inquiry Clearly state subject and purpose Answer any questions point-by-point Offer more information if available Provide contact information
What are the guidelines for writing a Transmittal/Cover Letter?
Identify materials enclosed State reason for sending materials Summarize any information being sent Clearly state action requested/required Provide contact information
What are the guidelines for writing a Claim or Complaint?
State subject and purpose clearly and concisely Explain problem in detail Describe how problem inconvenienced you State what action should be taken Thank reader for response to request Provide contact information
What are the guidelines for writing an Adjustment?
Express regret for the problem without directly taking blame (unless ethically accountable - then you need Legal to assist/take over)
State clearly what you will do about it
Tell reader when they should expect results
Show appreciation for reader’s continued relationship with organization
Provide contact information
What are the guidelines for writing a Refusal?
State subject Summarize understanding of facts Deliver bad news, explaining reasoning Offer any alternatives, if available Express desire to retain the relationship Provide contact information
What’s contained in the Introduction of correspondence?
Subject Purpose Main point - especially any action items Background info, if appropriate Stress importance of subject
What’s contained in the Body of correspondence?
Need-to-know information - any facts, examples, data or reasoning needed to support argument/ enable action
Divide text into two to five major topics - use mapping to help if needed
What is contained in the Conclusion of correspondence?
Thank readers
Restate main point
Look to future (what should happen next)
What are three guidelines of appropriate style for correspondence.
Use “you” style - you’re talking to each reader individually (unless sharing negative info - never say “you messed up”, make it constructive!)
Create an appropriate tone
Avoid bureaucratic phrasing
Tips for using email across cultures.
Allow time to form relationship - explain background information before making a request
Use titles and last names
Focus on facts & cut out nonessential info
Talk about weather - if want to personalize it’s a safe topic, but remember appropriate units of measure
Use attachments only if have to
Use plain text instead of html
Avoid cliches - “if there’s a problem, just yell”, etc
Avoid humor
Include signature with contact information
Use simple grammar and proofread carefully
