Section 2:

Business Letters and Memos

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Table of Contents
Section 2: Business Letters and Memos
BASIC PAGE FORMATTING IN MS WORD....................................................................3
SETTING MARGINS.............................................................................................................. 3
CREATING SECTION BREAKS................................................................................................ 4
CREATING HEADERS AND FOOTERS.....................................................................................5
BLOCK LETTER STYLE WITH OPEN PUNCTUATION (COB STANDARD)............6
GUIDELINES FOR FORMATTING MEMOS....................................................................7
INTERNAL LETTERHEAD MEMO....................................................................................8
PLAIN PAPER MEMO...........................................................................................................9
INFORMATIVE/POSITIVE COMMUNICATION...........................................................10
BAD NEWS OR NEGATIVE COMMUNICATION..........................................................11
PERSUASIVE OR SALES COMMUNICATION..............................................................12
THE INDIRECT PATTERN FOR PERSUASIVE TASKS..............................................................12
THE DIRECT PATTERN FOR PERSUASIVE TASKS.................................................................13

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Basic Page Formatting in MS Word

Appropriate document format is an important component of business writing, and different
types of documents require different formats. This section demonstrates some of the basic
page formatting functions available to you in MS Word.
Setting Margins
Words default margins are 1.0 inch for the top and bottom and 1.25 inches for the right and
left sides of the page. To change margins, use the Margins tab of the Page Setup dialog box,
shown below.

Follow these steps to change the margins within your document:

1.
2.
3.
4.
5.
6.
7.

Position the cursor where you want the margin changes to take effect.
Select File, Page Setup to open the Page Setup dialog box.
Click on the Margins tab.
Use the Top, Bottom, Left, and Right spin box controls to set the amount of white
space on the top, bottom, left, and right of the document.
If you want to, use the Header and Footer spin box controls to adjust the size of the
header or footer from the top or bottom of the page.
Set the Apply To option to Whole Document (default) or This Point Forward. This
Point Forward applies to margin settings from the selected point of insertion to the end
of the document.
Click OK to return to the document.

Creating Section Breaks

You will want to insert a section break to apply different page formatting within a document.
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To insert a section break:

1. Position the cursor at the point where you want the break to begin, and select Insert,
Break to open the Break dialog box.

2. In the Section Break Types area, select one of the following options to specify where you
want the new section to begin:
a. Next Page
b. Continuous
c. Even Page
d. Odd Page
3. Choose OK to insert the section break.

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Creating Headers and Footers

Headers and Footers are useful for including page numbers, document titles, company
letterhead, and additional pieces of information that need to appear on each page of a
document. They are also useful for including information in your document without
compromising your required margins and additional page settings.
Use the following process to create Headers and/or Footers:
1.

Select View, Header/Footer from the Menu Bar to display the header (footer) toolbar
and text boxes.

2.

Make any necessary changes to the header (footer), including typing text and using the
Insert Date, Insert Page Numbers, and Insert Time buttons to place field codes in the
header (footer).
If you need to switch from the header to the footer, or vice versa, simply click the Switch
Between Header and Footer button on the toolbar.
If you wish to include different information on another pages header (footer), insert a
Section Break (Next Page) before the new page. Then turn off the Same As Previous
button by selecting it, and type the new information into the new pages header (footer).
If you wish to view the next or previous pages header (footer), simply select Show Next
or Show Previous.
When youre finished editing your documents headers (footers), click the Close button
on the Header / Footer toolbar and return to your document.

3.
4.
5.
6.

Source: Courter, G., & Marquis, A. Mastering Microsoft Office 2000, Professional Edition,
2000.

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Block Letter Style with Open Punctuation (CoB standard)

March 25, 2003
2 to 10 blank lines

line 13 (2) or 1 blank line below letterhead

Mr. C. G. Everett, President

Visual Design, Inc.
2000 Coast Highway
Santa Barbara, CA 90909-9898
1 blank line
Dear Mr. Everett
1 blank line
SUBJECT: BLOCK LETTER STYLE
1 blank line
This letter illustrates the block letter style, the accepted letter style for use by students in the College of
Business. All typed lines begin at the left margin. The date is usually placed two inches from the top edge of
the paper or two lines (one blank line) below the last line of the letterhead, whichever position is lower. Please
notice that the letter is single-spaced with a blank line between each paragraph.
1 blank line
This letter also displays open punctuation. No colon follows the salutation, and no comma follows the
complimentary close. While this style is efficient and thus has been accepted by the CoB as its standard, many
people remain unfamiliar with this punctuation style and consider it to be incomplete. The alternative style
is entitled mixed punctuation. Mixed punctuation includes a colon after the salutation and a comma after
the complimentary close. Take note that while a comma following the salutation is perfectly correct in
informal, personal communication, it is improper to use a comma within business communication. Open
punctuation dictates no punctuation at all following the salutation; mixed punctuation requires a colon.
If a subject line is to be included, it appears two lines below the salutation in all capital letters. The word
SUBJECT is optional. Most readers will identify this statement in this position as the subject without the
label. The complimentary close appears two lines below the end of the last paragraph. Three blank lines are
used to provide space for the written signature followed by the typed name of the sender with typed title
following on the next line. Both lines of this signature block are typed at the left margin in the block format.
Reference initials follow two lines below the title. Format of the reference initials may vary, but current
adaptation uses only lower case initials of the keyboardist. If writers key their own correspondence, no
reference initials are used. This option is becoming more widely used as more writers key their own work.
When an enclosure or attachment accompanies a letter, a notation to that effect appears two lines below the
reference initials. This notation may be spelled out (Enclosure or Attachment), or it may be abbreviated (Enc.,
Att.). The number of enclosures may be indicated, and specific enclosures may be identified (Enclosure: May
5, 2001 Adjusted Invoice).
Sincerely
3 blank lines
Catherine Smart
Account Manager
1 blank line
jsr
1 blank line
Enclosure

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Guidelines for Formatting Memos

To:
From:
Date:
Subject:

Name and title (the title also serves as a record for reference)
Your name, title (sign your initials for verification)
(also serves as a chronological record for future reference)
Guidelines for Formatting Memos

An introductory paragraph provides the purpose of the memo and outlines the topics to be
covered. The guidelines on this page show and tell you one professional way to format a
memorandum that utilizes headings. Headings are used when more than one topic is covered
in the memo. Its important to pay attention to the subject line, topic headings, paragraph
spacing, second-page notation, and memo verification.
Subject Line
Utilize the subject line above to forecast or summarize the memo's content in the subject line.
A clear, concise subject title helps readers to focus on the subject and to gauge its importance.
A precise heading also makes filing by subject easier.
Topic Headings
When discussing a number of subtopics related to your subject, include headings (as we do
here). Headings help you organize, and help readers locate information quickly.
Paragraph Spacing
Do not indent the first line of paragraphs. Single space within paragraphs, and double space
between paragraphs.
Second-page Notation
When the memo exceeds one page, begin the second and all the subsequent pages with a
header. Place this information in Words header function. For example, when you are writing a
memo to Dr. Baxter, your header might look like this:
Dr. Baxter
June 12, 20XX
Page 2
Memo Verification
Don't sign your memos. Initial the "From" line after your name; this will verify that you are the
sender.
A conclusion paragraph is needed to tie the memo topics together and, when appropriate, to
ask for action and/or create goodwill.

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Internal Letterhead Memo

QuadCommunications, Inc.
Interoffice Memo
DATE:April 19, 2003
1 blank line

TO:

Russell B. Smart, Vice President

FROM:

Lynne Rusley, Marketing Director

SUBJECT:

SCHEDULING MANAGEMENT COUNCIL SPEAKERS

1 blank line
1 blank line

2 blank lines

This memo illustrates a hard-copy style, which is a memo written using letterhead. Leave two
blank lines between SUBJECT line and first line of memo text. This paragraph should
announce good news directly and cordially. If a list is used, list data in columns with heading
for easy reading as follows:
1 blank line

Date

Speaker

Topic

November 14

Dr. Mary Jean Lush

Successful Performance
Appraisals

January 12

Jeanette Spencer
President, Spencer &
Associates

Conducting Legal
Employment Interviews

March 13

Dr. Karen S. Powell

Colorado Consultants

Avoiding Sexual
Harassment Suits

1 blank line

One space should be used before and after the list. This paragraph uses short, active-voice
sentences. If options are used, highlight with (1) and (2) as follows:
1 blank line

(1)

Time Management for Todays Managers

(2)

Effective Use of Intranets and Web Sites

1 blank line

The final paragraph provides a deadline and the reason for the deadline. Additional tips for
writing a memo include: single space all memos, double space between paragraphs and use
one-inch margins. If a memo requires two pages, use a second-page heading that includes the
addressees name, page number, and date. Instead of a signature, your initials should be
handwritten after your typed name at the top of the memo. Include an enclosure line, if the
memo has an attachment.
1 blank line

Enclosure

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Plain Paper Memo

MEMORANDUM (Optional Heading)
DATE:

April 19, 2003

TO:

Russell B. Smart, Vice President

FROM:

Lynne Rusley, Marketing Director

Line 13, Two inches from top of page.

1 blank line
1 blank line
1 blank line

SUBJECT:

SCHEDULING MANAGEMENT COUNCIL SPEAKERS

2 blank lines

This memo illustrates a plain paper style, which is a memo written on plain paper. The memo
should have one-inch margins. Leave two blank lines between SUBJECT line and first line of
memo text. This paragraph should announce good news directly and cordially. If a list is
used, list data in columns with headings for easy reading as follows:
1 blank line

Date

Speaker

Topic

November 14

Dr. Mary Jean Lush

Successful Performance
Appraisals

January 12

Jeanette Spencer, President

Spencer & Associates

Conducting Legal
Employment Interviews

March 13

Dr. Karen S. McDowell

Colorado Consultants

Avoiding Sexual
Harassment Suits

1 blank line

One space should be used before and after the list. This paragraph uses short, active-voice
sentences. If options are used, highlight with (1) and (2) as follows:
1 blank line

(1) Time Management for Todays Managers

(2) Effective Use of Intranets and Web Sites
1 blank line

The final paragraph provides a deadline and reason for the deadline. Additional tips for
writing a memo include: single space all memos, double space between paragraphs, and use
one-inch margins. If a memo requires two pages, use a second-page heading that includes the
addressees name, page number, and date. Instead of a signature, your initials should be
handwritten after your typed name in the heading. Include an enclosure line if the memo has
an attachment.

Informative/Positive Communication
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Definition:

The anticipated response of the reader is positive; the sales task is minimal.

Examples:

Requests for information and/or action

Routine claim requests
Routine responses

When the Direct Pattern applies:

Frontload the opening.

Explain needed detail in the body.
Consider logical sequence.
Group like ideas.
Consider graphic display.
Remember to include reader benefits.
Provide a forward-looking, courteous closing.
Use end date if appropriate.

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Bad News or Negative Communication

The content of the bad news or negative message will not be what the reader wants to hear.
The challenge is to clearly communicate the bad news while maintaining a goodwill
relationship between the writer and the reader.
When the INDIRECT pattern applies:

Use a relevant, short buffer

Use a Natural transition to paragraph two
Be careful dont appear to be saying yes

Explain reasons
Present in terms of reader benefits
Avoid hiding behind company policy

Dont apologize explain

Avoid placing blame in the midst of explanation

Refuse
Use positive language
Use subjective mood and passive voice
Imply refusal by referring to what can be done
Avoid putting refusal in its own paragraph

If applicable, deflect by offering alternative solution

Compromise
Offer substitution

Close with a forward-looking thought

Dont refer to the negative
Point to a different, yet related, reader benefit

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Persuasive or Sales Communication

Prewriting steps are necessary to help identify the best choice of pattern:
1. Analyze your purpose. What do you want the reader to do or think? What features or
benefits of your product/service are you selling?
2. Anticipate the reaction of the reader. What level of persuasion is needed?
3. Choose central theme and appeals.
4. Identify obstacles and strategies to overcome those obstacles.
The Indirect Pattern for Persuasive Tasks
Gain Attention
1. Make the first sentence interesting enough to motivate the reader to continue reading. A
rhetorical question is often effective; other effective openers include an unusual fact, an
unexpected statement, or some statement about which the reader and writer can agree.
2. Keep the opening paragraph short--often just one sentence--to draw in the reader.
3. Make sure that the opening sentence relates to the main topic of the message. Don't mislead
the reader.
4. When appropriate, relate the opener to a reader benefit.
5. Consider devices such as envelopes, color, and graphics.
Build Interest
1. Don't specifically make your request until you've presented some of the reasons.
2. Devote the major part of your message to justifying your request. Give enough background
and evidence to enable the reader to make an informed decision.
3. Use facts and statistics, expert opinion, and examples to support your proposal. Ensure that
your evidence is accurate, relevant, representative, and complete. Avoid obvious flattery,
emotionalism, and exaggeration.
4. Use an objective, logical, reasonable, and sincere tone.
5. Present your evidence in terms of either direct or indirect reader benefits.

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Reduce Resistance
1. Do not ignore obstacles to your request. Instead, show that, even when considering such
obstacles, your request is reasonable.
2. Subordinate the discussion of obstacles by position and amount of space devoted to the
topic.
Motivate
1.

Although implied earlier, save the specific request for later in the message.

2. Make the desired action clear and easy for the reader to take. Include end date if
appropriate.
3. Ask in a confident tone. Consider restating key benefit.
4. End on a forward-looking note, continuing to stress reader benefits.
The Direct Pattern for Persuasive Tasks
1. Use a direct organizational plan when strong persuasion is not necessary (that is, when your
audience is predisposed to listen objectively to your request, you are writing a long or
complex proposal, or there are no obvious obstacles to your proposal).
2. Present your recommendation, along with the criteria and brief rationale, in the first
paragraph.
3. Continue by presenting credible evidence and minimizing obstacles; end on a forward-looking
note that continues to stress reader benefits.

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