Writing Letters/Memos

Trần Thị Tuyết- 11.2020

 Contents
1. Getting ready
2. Types of Letters
3. Writing Memos
 1.1. Preparation

• Who is your audience?

• What is your purpose?
• Why does your audience need to
hear from you?
 Preparation

• What to say
1

• How to say it
2

• Where to say it
3
1.2. Letters vs. Memos
To Customers
Business
Letters

Memos

To colleagues/
employees/
managers
 1.3. Roles of letters/memos writers

Work well with people

Researchers

Team players Problem solvers

Be sensitive to people’s needs

Honest and ethical

Decision makers Represent your company with
spokesperson
integrity
Tone and Organization determine the way
your receiver receives your message!
Guidelines for writing letters/memos

1. Analyze your audience and their needs.

2. Determine your reason for writing.
3. Organize your information.
4. Draft your letter or memo carefully.
5. Revise your letter or memo.
6. Proofread, proofread, proofread.
 Types of letters

Negative Neutral Positive

• Complain • Place order • Sell
• Say “no” to • Request • Promote
a request information • Deliver good
• Lay off • Respond to news
action/quest
ion
2. Common types of business letters

1. Inquiry letters
2. Cover letters
3. Special request letters
4. Sales letters
5. Customer relations letters
 2.1. Inquiry letters

State Indicate Specify

Keep
exactly what clearly why when the Thank the
questions
information the writer writer must reader
short and to
the writer requests the have the
the point
wants information information
 2.2. Cover letters
Provide a written record that you have transmitted a document

Tell readers why you are sending them the document.

Briefly summarize what the document contains—number of

sections, visuals, statistics, appendices, etc.

Explain why the document is of interest to readers

Express a willingness to answer questions about the document.

Thank readers for their time.

 2.3. Special request letters
1. Address your letter to the appropriate person.
2. State who you are and why you are writing
3. Indicate clearly your reason for requesting the information.
Mention any individuals who may have suggested you write
for help and information.
4. Precisely and succinctly state your questions; list and
number them.
5. Specify exactly when you need the information. Allow
sufficient time—at least three weeks. Be reasonable; don’t
ask for the impossible.
6. Offer to forward a copy of your report, paper, or survey in
thanks of the anticipated help.
7. Thank the reader for helping
 2.4. Sales letters
Identify and limit your audience

Use reader psychology

Send your sales letter at the right time.

Don’t be a bore or boast

Use words that appeal to the reader’s

senses

Be ethical
 Sales letters

Appeal Applicati
on

Attention Action
Four As
formula
 Ngọt ngào như vòng tay âu yếm

Óng mượt rạng ngời

Cho làn da căng bóng mịn màng

Nâng niu bàn chân Việt

Mang lại nguồn Khơi nguồn sáng
cảm hứng sáng tạo
tạo mới
Concrete
words

Colorful
verbs Readers can
hear, see,
taste, touch
the product
in their
minds.
 2.5. Customer Relation Letters

Good news Bad news –

– direct style indirect style

Diplomatic Persuasive Ethical

 3. What is a Memo?
• Memo = Memorandum
• Memo = “something to remember”
• Memos = workhorses of business

Record information of immediate importance and

interest in the busy world

Clearly state
Short and to
Internal what must be
the point
done or not
 When to Write Memos?

• Making an • Sending
announcement recommendations
• Giving instructions • Providing a legal
• Clarifying a policy, record of an
procedure, or issue important matter
• Changing a policy or • Calling a meeting
procedure • Reminding employees
• Alerting staff to a of corporate
problem history, policy,
procedures
3.1. Memo protocol

Be timely

Be professional

Be tactful

Send memos to the appropriate

individuals
3.2. Memo format
 3.3. What to include?

When? Who? Where?

Why? Costs? Technology?

What’s
next?
 3.4. Memo Style and Tone

• Casual,
To conversational
colleagues • Friendly, cooperative

• Formal, yet
To conversationally
persuasive
managers • Respectful and official
 3.5. Memo organization
Introduction Discussion Conclusion

• Tell readers why • State why a • Ask readers to call

you are writing to problem or you if they have
them about a procedure is any questions
problem, important, who • Request a reply—
procedure, or will be affected by in writing, over the
other issue. it, telephone, via
• Explain briefly any and what caused it email, or in
background and why. person—by
information the • Indicate why and a specific date
reader needs to what changes are • Provide a list of
know. necessary. recommendations
• Be specific about • Give precise dates, that the readers
what you are going times, locations, are to approve,
to accomplish in and costs. follow, revise, or
your memo. reject.
Organizational Markers

Headings

Numbered or bulleted lists

Underlining or Boldfacing key points

 Memo checklist
 Used appropriate and consistent format.
 Followed employer’s policy regarding routing memos.
 Announced purpose of memo early and clearly.
 Organized memo according to reader’s need for information,
putting main ideas up front, giving documentation, and
supplying conclusion.
 Kept reader’s need for key information and considered his/her
background in the forefront of writing memos.
 Wrote clearly and concisely.
 Included bullets, lists, boldfacing, and underscoring where
necessary to reflect logic and organization of memo.
 Refrained from overloading reader with unnecessary details.
 Reference
• Kolin, P. (2017). Successful writing at work
(11th Ed.). Boston MA: Cengage Learning.
 Test
You are the manager of a major art museum. Write a memo to various
department heads at your museum giving them the following information.
Use proper memo format.
• Old hours: Mon.–Fri. 9–5; closed Sat. except during July and August, when
you are open 9–12
• New hours: Mon.–Th. 8:30–4:30; Fri.–Sat. 9–9
• Old rates: Adults $12.00; senior citizens $5.00; children under 12 $3.00
• New rates: Adults $15.00; senior citizens $7.00; children under 12 $5.00
• Added features: Paintings by Thora Horne, local artist; sculpture from
West Indies in display area all summer; guided tours available for parties
of six or more; lounge areas will offer patrons sandwiches and soft drinks
during May, June, July, and August