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Chapter 15: Workplace Memos and Letters

Learning Objectives

• Understanding Memos:

  • Basics including audience and purpose

  • Parts and format of a standard memo

  • Proper tone in memos

  • Writing various types of memos (transmittal, summary, and routine miscellaneous)

• Understanding Letters:

  • Basics including audience and purpose

  • Parts, formats, and design features of workplace letters

  • Proper tone in letters

  • Delivering bad or unwelcome news

  • Writing inquiry, claim, sales, and adjustment letters

Memos

• Definition and Importance:

  • Used to remind, direct, instruct, inform and request.

  • Signifies official communication, unlike emails.

  • Provides formal written documentation to trace decisions, responsibilities, and progress.

Considering Audience and Purpose

• Identify various audience members.

• Define your memo’s purpose:

  • Inform

  • Persuade or motivate

  • Announce bad news

Memo Parts and Format

• Structure of a Memo:

  • Title "Memo" or "Memorandum" at the top.

  • Heading including recipient, sender, date, and subject.

  • Compact text focusing on one topic:

    • Short introduction

    • Address the main issue

    • Conclusion suggesting follow-up

• Email Memos:

  • Use email header fields for information, and consider repeating "Memo" in the body.

Tone in Memos

• Be mindful of tone when delivering news.

  • Direct approach for bad news (bottom line first).

  • Indirect approach to provide context before the bottom line.

Common Types of Memos

• Transmittal Memo:

  • Accompanies materials like reports or proposals.

• Summary Memo:

  • Documents meetings/conversations or recaps unresolved discussions.

• Routine Miscellaneous Memo:

  • Covers a wide range of everyday topics.

Guidelines for Memos

• Do not misuse memos; focus on one topic.

• Be polite and respectful; balance formality with informality.

• Maintain organizational sequence, use white space, headings, and visuals.

• Check for spelling and grammar; initial printed copies.

• Choose the appropriate distribution method.

Letters

• Definition and Use:

  • More formal than memos/emails, suitable for personal correspondence, professional representation, and official notices.

Considering Audience and Purpose in Letters

• Identify recipient’s relationship, need for information, formality expectations, and probable response.

• Define desired recipient action post-reading.

Letter Parts

• Standard Elements:

  1. Heading and Date:

  • Use company or personal letterhead.

  2. Inside Address:

  • Recipient’s address, flush left below heading.

  3. Salutation:

  • “Dear [Name]:”

  4. Text:

  • Organized introduction, body, and conclusion.

  5. Complimentary Closing:

  • Corresponds to salutation level.

  6. Signature:

  • Typed name with title.

• Optional Elements:

  • Attention Line:

    • For organizations without known recipients.

  • Subject Line:

    • Captures reader’s attention.

  • Typist’s Notation:

    • For letters typed by someone else.

  • Enclosure and Copy Notations:

  • Postscript:

    • Highlights important points.

Formats and Design Features

• Letter Format:

  • Block format is most common; all lines start at left margin.

• Uniform Margins and Spacing:

  • Recommended margins and spacing for clarity and professionalism.

• Envelope:

  • Quality envelope matching stationery.

Tone in Letters

• Maintain a “you” perspective.

• Be polite and tactful, using plain English.

• Choose direct or indirect approaches based on recipient’s expected reactions.

Global and Ethical Considerations

• Understand recipient’s culture to avoid misunderstandings.

• Approach difficult subjects with honesty while maintaining sensitivity.

Guidelines for Letters

• Determine if correspondence should be a letter, memo, or email.

• Include necessary elements and maintain a professional tone.

Conveying Bad or Unwelcome News

• Address challenging situations diplomatically.

• Explain clearly and provide justifications or alternatives.

Common Types of Letters

• Inquiry Letters:

  • Request information or responses.

• Claim Letters:

  • Request adjustments or show dissatisfaction.

• Sales Letters:

  • Persuade customers to purchase products/services.

• Adjustment Letters:

  • Responses to claims, either agreeing or disagreeing with the claim.

Guidelines for Different Letter Types

• Inquiry Letters:

  • Be timely and specific in requests.

• Claim Letters:

  • Use direct or indirect approaches based on the claim’s nature.

• Sales Letters:

  • Start with attention-grabbing statement; focus on recipient benefits.

• Adjustment Letters:

  • Handle adjustments positively or courteously refuse, as necessary.

Review Questions

• Key concepts regarding memos and letters, including their importance, parts, tone, and types.