UNIT 4

WRITING CORRESPONDENCE
Objective:
The essence of this chapter is to focus on the process of writing letters, memos and emails.

INTRODUCTION:
The process of writing correspondence is essentially like that of writing any other kind of
workplace document. When you need to correspond with others in the work place your first
task is to decide on the appropriate application.

Process of writing correspondence

i. Planning: You will need to choose the appropriate type of correspondence for
your writing situation
ii. Drafting: For letters, memos and emails, clearly state your purpose, use headings
to help your readers summarize your message, provide adequate background,
organize the discussion and highlight action items.
iii. Revising, Editing and Proofreading: Besides writing correspondence quickly, you
need to write it carefully. Revise, edit and proofread everything before you
publish or send it.

Choices and Strategies:

When writing business correspondence, follow these five suggestions for presenting
yourself as professional.
- Use the appropriate level of formality
- Communicate correctly (It should be free of grammar, punctuation, style and
spelling errors.)
- Project the “you attitude” (correspondence should convey a positive tone.)
- Avoid correspondence clichés (For example, “pursuant to our agreement”
instead of saying “as we agreed.”)
- Communicate honestly (It shows respect for your reader and for yourself)

WRITING LETTERS
Letters are still a basic means of communication between organizations, with millions
written each day. To write effective letters, you need to understand the elements of a letter,
its format, and the common types of letters sent in the business world.

Elements of a Letter:
Most letters include a heading, inside address, salutation, body, complimentary close and
signature. Some include attention line, subject line, enclosure line and copy line.
Heading:
Most Organizations use letterhead stationery with their heading printed at the top. The pre-
printed information and the date the letter is sent make up the heading.

Inside Address:
Write the name of the Organization as it should be, include mailing address , city, state and
zip code as application. If you are writing to an individual, endeavour to put his or her
professional title. If not, use Mr or Ms (Unless you know the recipient prefers Mrs. or Miss).

Attention Line:
In the case where you don’t know the particular person to address a letter to or you don’t
know the name of the individual who holds that position in the Company, you put it in the
Attention Line.

Subject Line:
This line is optional in a letter. It contains a brief phrase that defines the subject of the
letter.

Salutation Line:
The traditional salutation is “Dear”, followed by the reader’s courtesy title and last name
and then a colon instead of a comma. For example, Dear Ms. Hawkins
Body:
Most bodies in a letter, contain at least three paragraphs: An introductory paragraphs, a
concluding paragraph and one or more body paragraphs.

Complimentary Close:
They include: Yours sincerely, Yours very truly or Truly yours etc.

Signature:
Type your full name on the fourth line below the complimentary close; sign the letter in ink
above the printed name.

Copy Line:
If you want the primary recipient to know that other people are receiving a copy of the
letter, you include a copy line. Use the symbol C (for copy), followed by the names of the
other recipients listed in alphabetical order.

Enclosure Line:
If the envelope contains documents other than the letter, include an enclosure line that
indicates the number of enclosures. For more than one enclosure, add the number:
“Enclosures (2).” A three-page memo and a 10-page report constitute only two enclosures.
Some writers like to identify the enclosures:
- Enclosure: 2014 Placement Bulletin
- Enclosures (2): “This Year at Annex” 2014 Annual Report.
COMMON TYPES OF LETTERS:
This section focuses on four types of letters written frequently in the workplace. They
include: letter of inquiry, response to an inquiry, claim, and adjustment.

Letter of Inquiry:
These are letters in which you ask questions. You write it to acquire information. In this
letter, you explain who you are, why you are writing and you make your questions precise
and clear. In this type of letter you explain what you plan to do with the information and
how you can compensate the reader for answering your questions.

Letter of response to an inquiry:

In this letter you respond to an inquiry letter. In it you answer the questions if you can or
cannot. You explain the reasons and offer to assist with other request.

Claim Letter:
This is a polite, reasonable complaint. For example, if you purchase a defective or falsely
advertised product or receive inadequate service, you write a claim letter. If the letter is
convincing, your chances of receiving a satisfactory settlement are good because most
organizations realize that unhappy customers are bad for business. In addition, claim letters
help companies identify weaknesses in their products or services.

Adjustment Letter:
This is a response to a claim letter. It tells the customer how you plan to handle the
situation. Your purpose is to show that your organization is air and reasonable and that you
value the customers’ business. In this letter, you express your regret; you state the
adjustment you are going to make and end on a positive note by encouraging the customer
to continue doing business with you.

WRITING MEMOS
A Memo or Memorandum is a communication note that records events or observations on a
topic. They are typically used within a business environment as an interoffice tool and can
serve many purposes. According to Merriam-Webster, they are brief written message or
report from one person or department in a company or organization to another.

Importance of Memos:
1. Memos are used primarily as a formal, physical means of efficient communication
from a department to staff members.
2. They are almost always for internal communication and only rarely sent to clients or
the public.
3. They bring attention to problems and solve problems.
4. They are used to record and relay information and also to make brief appeals.
 5. They inform readers about new information like policy changes, price increases or by
persuading the readers to take an action such as attend a meeting or change a
current production procedure.
6. They serve as evidence in the case of a dispute.
7. They are easier to use, cheaper and faster to distribute and easier to store.
8. They are used in the field of business to build good relationships.
9. They are also used to pass across basic information such as meeting times or due
dates.

TYPES OF MEMOS
1. Directive Memos:
These are written to give directives. They state policy or procedures readers or co-
workers should follow. They also provide instructions or directions on how to
proceed given a certain circumstance. For example you can give a directive on how
employees should seek their reimbursement for expenses related with business
travel to a conference etc.

2. Status Memos or Progress Report:

This Memo explains the status or progress of a particular assignment or project to a
supervisor. A status memo will include the progress report to date and what is left to
be done.

3. Field Report and Trip Report Memos:

In this memo, the employee outlines or describes the event and outcome of the field
test or trip embarked upon. It summarizes the purpose of the trip you went for, the
lessons learnt and how it can be useful to the organization. These memos may also
be used to document expenses related to the trip. They are usually sent to the
supervisor after an employee returns from a business venture. The structure used
for this type of memo is listed below:
• Purpose statement
• Summary
• Discussion
• Action/Recommendation

4. Response Memos:
These memos are written in response to an inquiry. They provide the audience with
desired information and are usually in four parts namely: Purpose of statement,
summary, discussion and action.

5. Meeting Minutes Memos:

 This is where key information and decisions made during a formal organization
meeting are recorded.

Other types of Business Memos include:

• Operational Memos
• Environmental Memos
• Form Memos
• Dress Code Memos
• Financial Memos and
• Cover Memos

COMPONENTS OF A MEMO
Heading Components:
The heading components consist of the Sender, the addressee, the subject and date. For
example:

Purpose/Overview Components:
This comes after the heading. It briefly explains the memos content. It introduces the
purpose of the memo such as to present an idea or respond to an assignment that you were
given. It gives the readers the basic idea of what the memo is about so they could decide
whether they should read the memo immediately or later.

Context and Background Section:

This section gives the summary/background information being presented. It presents the
facts that the readers need to know to understand the memo. It also helps the readers to
put the memo into context with what is going on in the business.

Task, Resolution and Discussion

The main section of the memo is the discussion, which conveys the detailed version of the
writer’s message. It explains the task that would be performed in response to the context. It
gives the reader an idea of the next steps you would be taking.

Conclusion
The writer ends this discussion with a conclusion, or statement of the meaning of the facts.
It tells the reader what you hope he gained from the reading. It also helps the reader know
that you welcome questions or comments for discussion.
Recommendation
A recommendation is the writer’s statement of what he would like the reader to do next.

HOW TO WRITE A MEMO

1. Type Memorandum at the top of the page
2. Address the recipient properly for example, To: All Employees
3. Add additional recipients in the CC line. For example, CC: Dr Hilary Owamah.
4. Write your name in the FROM line.
5. Include the Date.
6. Choose a specific date for the subject line.
7. Format the heading properly.
8. Write the Purpose of the Memo
9. Introduce the problem or issue in the first paragraph, briefly giving the context
behind the action. For example: “As of July, 2019, DELSU will be implementing new
policies regarding Student’s conduct during examination…”
10. Give context for the issue at hand. State for example the reason why the policy is
being implemented.
11. Give a short summary of the actions that will be implemented. You can include
graphics, lists or charts for long memos.
12. Suggest the actions that the reader should take. For example, “All students must
abide by this new policy on student’s conduct during examination…”
13. Close the memo with a positive and warm summary.

After writing your memo, don’t forget to format it properly, proofread and use your memo
letterhead.

REFERENCES FOR UNIT 4

1. Technical Communication by Mike Markel 11 Edition Bedford/St Martin’s 2015.