BCE06

Working with Letters,
Memos, and E-Mail

Messages
© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 1

Sending Letters,
Memos, and E-Mail
Audience
Audience Format
Format
Readability
Readability Strategy
Strategy
Getting written information to the people who need it and receiving written
information from the people who have it is easier if you understand the
differences among letters, memos, and e-mail messages.
First, think about whether your message is internal or external and then
whether it requires a formal format or a less formal one. Once you know which
form to use, you’ll want to do everything you can to improve the readability of
your message. Finally, you’ll increase your success if you know what
categories of messages are sent in letters, memos, and e-mail so that you can
adopt the appropriate writing strategy.
2
Internal External
Communication Communication
Understand
Understandthe
the Cultivate
Cultivate
Organization’s Mission
Organization’s Mission an
anImpression
Impression
Identify
IdentifyPotential
Potential Respond
Respondto
toCrises
Crises
Problems
Problems
React
Reactto
toChanges
Changes Gather
GatherInformation
Information
Internal communication refers to the exchange of information and ideas

within an organization. Internal communication helps employees do their jobs,
develop a clear sense of the organization’s mission, and identify and react
quickly to potential problems.
External communication carries information into and out of the organization.
Companies exchange messages with customers, vendors, competitors,
investors, journalists, and community representatives. Sometimes this external
communication is carefully orchestrated; at other times it occurs informally as
part of routine business operations. External communication helps employees
create a favorable impression of their company, plan for and respond to crises,
and gather useful information (such as feedback from customers and other
stakeholders).
3
Format Differences
More Formal Less Formal
Letters Memos E-mail
External Messages Internal Messages
Most letters, memos, and e-mail messages are relatively brief, generally less
than two pages (often less than a page for e-mail). Letters are the most formal
of the three. Memos are less formal, and e-mail messages are the least formal
of all.
You use memos and e-mail for the routine, day-to-day communication within
the organization. Internal communication helps you do your job. It helps
employees develop a clear sense of the organization’s mission, identify
potential problems, and react quickly to ever-changing circumstances.
In addition to conveying a particular message, letters perform an important
public relations function. So you use letters most frequently for external
communication with outsiders. However, you may also use e-mail for external
communication (1) in response to e-mail messages that you receive, (2) when
the purpose of your message is informal, and (3) when your audience accepts
e-mail as appropriate.
E-mail has a reputation for speed and informality. Nevertheless, you’ll want to
write your e-mail messages carefully. Appearance, organization, and style are
just as important for electronic messages as for any other type of business
message.
4
Format for Business-Letters
Letterhead
XXXXXXXXXXXXXXXXXXX
Stationery XXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXX
Date xxxxxxxxxxxxxxxx
Inside
xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
Address
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxx
Salutation xxxxxxxxxxxxxxxxxxx
xxxxxxxxx:
xxxxxxxxx:
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
x xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
x
x
x
The
x
x
x
Message
x
x
x
x
x
x
x
Complimentary
x
x
x
Signature
x
x Close
Block
x
x
x
x
x
x
x
x
x
x
x
xxxxxxxxxxxxxx,
xxxxxxxxxxxxxx,
© Prentice Hall, 2004 Business Communication Essentials
xxxxxxxxxxxxxx Chapter 6 - 5
xxxxxxxxxxxxxx
xxxxxxxxx
xxxxxxxxx
xxxxxxxxx
xxxxxxxxx
Although the format for a letter depends on the traditions of the organization, it
does have some generally accepted characteristics.
Most business letters appear on letterhead stationery, which includes the
company’s name and address and other contact information. The first thing to
appear after the letterhead is the date. Next comes the inside address, which
identifies the person receiving the letter. And after that comes the salutation,
usually in the form of Dear Mr. or Ms. Name. The message comes next, often
running several paragraphs and sometimes running over to a second page.
After the message is the complimentary close, usually Sincerely or Cordially.
And last comes the signature block: space for the signature, followed by the
sender’s printed name and title.
5
Format for Memos
Memo XXXXXXXXXXXXXXX
XXXXXXXXXXXXXXX
Title
XX: xxxxxxxxxxxxxxxx
Headings XX: xxxxxxxxxxxxxxxx
XXXX:
XXXX:
xxxxxxxxxx
XXXX: xxxxxxxxxx
xxxxxxxxxx
XXXX: xxxxxxxxxx
XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxx
The
Message
xxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxx
xxxx
xxxx
x
x
Being less formal than letters, most memos begin with a title, such as Memo,
Memorandum, or Interoffice Correspondence. They use a To, From, Date, and
Subject heading to emphasize the needs of the readers (who usually have time
only to skim messages).
In general, memos lack a salutation. Good memos discuss only one topic and
use a conversational tone. Memos generally have no complimentary close or
signature. Because of their open construction and informal method of delivery
(either interoffice mail or e-mail), memos are less private than letters.
6
Format for E-Mail
XX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Headings XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XXXXXXX: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
XX:
XX:
XXX:
XXX:
XXXXXXXX:
XXXXXXXX:
Salutation xxxxxxxxxxxx:
xxxxxxxxxxxx:
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
The
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Message
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Complimentary
xx
xx
xxxxxxxx,
xxxxxxxx,
Close
Signature xxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxx
Block xxxxxxxxxxxxxxxxxxxxxxx
Like memos, e-mail messages also have a heading. The particulars of the
heading depend on the e-mail program you use, but most include To, From,
and Subject information, at the very least. The heading information is brief; the
To and From lines sometimes show no names or titles, just e-mail addresses.
The heading also often includes information about copies and attachments. The
date is automatically inserted into the document by the program.
For e-mail messages, a salutation is optional; however, using a greeting is
highly recommended. After the salutation comes the message, followed by the
complimentary closing and the typed name of the sender. Because the
information in the header is often extremely brief, you may want to include
contact information after your name, especially if the e-mail is going outside
the company.
7
Improving Readability
in Short Messages
Vary
Vary Length
Length Shorten
Shorten
of
of Sentences
Sentences Paragraphs
Paragraphs
Most business writers know that busy readers seldom read every word of a
message on their first pass. Instead, they typically skim a message, reading
only certain sections carefully to assess the value of the document. If they
determine that the document contains valuable information or requires a
response, they will read it more carefully when time permits. You can adopt a
number of techniques to make your message easier to skim.
Although good business writers use short sentences most of the time, too many
short sentences in a row can make your writing choppy. To increase interest,
use a variety of both short and long sentences.
Most business readers are put off by large blocks of text. Unless you break up
your thoughts somehow, you’ll end up with a three-page paragraph that’s
guaranteed to intimidate even the most dedicated reader. Short paragraphs (of
100 words or fewer) are easier to read than long ones, and they make your
writing look inviting.
As you write, try to use a variety of paragraph lengths. But be careful to use
one-sentence paragraphs only occasionally and only for emphasis. When you
want to package a big idea in short paragraphs, break the idea into subtopics
and treat each subtopic in a separate paragraph—being careful to provide
plenty of transitional elements.
8
Using Lists and Bullets
• Sequence your ideas
• Boost visual impact
• Highlight key points
• Simplify complex subjects
• Help readers skim the text
Set off important ideas in a list—a series of words, names, or items. Lists can
show the sequence of your ideas, heighten visual impact, and help readers find
your key points. In addition, lists simplify complex subjects, ease the
skimming process for busy readers, and give the reader a breather.
You can separate list items with numbers, letters, or bullets (a general term for
any kind of graphical element that precedes each item).
When using lists, introduce them clearly so that people know what they’re
about to read. One way to introduce a list is to make it a part of the
introductory sentence. Another way to introduce a list is to use a complete
introductory sentence, followed by a colon.
Remember that the items in a list should be in parallel form. If one list item
begins with a verb, all list items should begin with a verb. If one is a noun
phrase, all should be noun phrases
9
Headings and Subheadings
Organization
Organization
Descriptive Informative
Headings
Attention
Attention Headings
Connection
Connection
A heading is a brief title that cues readers into the content of the section that
follows. Headings fall into two categories. Descriptive headings (“Cost
Considerations”) identify a topic but do little more. Informative headings (“A
New Way to Cut Costs”) put your reader right into the context of your
message. Headings and subheadings serve several important functions:
Organization. Headings show your reader at a glance how the document is
organized. They are labels that group related paragraphs together, organizing
your material into short sections.
Attention. Informative, inviting, and in some cases intriguing headings grab
the reader’s attention, make the copy easier to read, and help readers find the
parts they need to read—or skip.
Connection. Using headings and subheadings visually indicates shifts from
one idea to the next, helping readers see the relationship between subordinate
and main ideas.
Keep your headings brief, and use parallel construction as you would for an
outline, a list, or a series of words.
10
E-Mail Readability
Subject Lines
Easy-To-Follow
Messages
Personalized
Messages
E-mail can be as informal and casual as a conversation between old friends.

But it can also use conventional business language, a respectful style, and a
more formal format—by using a traditional greeting, formalized headings, and
a formal closing and signature. As with any business communication, how
formal you make your message depends on your audience and your purpose.
In business communication, e-mail needs to be as clear and as easy to
understand as possible. To improve e-mail readability even more, be sure to
make your subject lines informative, make your message easy to follow,
personalize your messages, and observe basic e-mail etiquette.
11
E-Mail Etiquette
Practice Courtesy
Send Brief E-mail
Compose Carefully
The best business communicators know how to communicate quickly and

courteously. They know how to refrain from putting into writing anything that
could come back to haunt them. And they know how important it is to
proofread e-mail messages before sending them. Following basic e-mail
etiquette means being courteous, brief, and careful.
12
Practice Courtesy
Compose Offline Limit Messages
Know the Audience Respect Cultures
Clarify Time Zones Observe Schedules
Avoid Flaming Prioritize E-mail

Compose offline. Consider drafting your message in a word processor and

then cutting and pasting it into your e-mail. This way, you’ll conserve network
resources and save significant Internet connect charges.
Send only necessary messages. Do your best not to add to your audience’s
information overload.
Know who your audience is. Before clicking on the Send button, double-
check your addressees to make sure you’ve included everyone necessary and
no one else.
Know your audience’s culture. Don’t assume that your audience reads and
understands your language.
Be clear about time. In international e-mail, be sure to use a 24-hour military
time format. Also, indicate the appropriate time zone.
Respect your audience’s schedule. Identify messages that require no response
by including words such as “for your information only” in your subject. And
don’t waste time sending jokes or chain letters.
Don’t flame. If you’re upset about something or someone, compose yourself
before composing your e-mail.
Use the priority feature with care. Make sure the priority assigned to your
message matches its urgency.
13
Send Brief E-Mail
Narrow Scope
Short Messages
Concise Sentences
Make sure that you craft tight, meaningful messages. Cover only
what is necessary. Identify the issue, add the relevant facts,
suggest a resolution, offer possible obstacles, present a timetable
for response, and ask for agreement.
Narrow your scope. Stick to one purpose. If you find yourself with
two or three purposes, write separate e-mails. This narrow scope
not only helps your readers focus on your message but also
facilitates filing and forwarding.
Write short messages. Short, direct messages have a much better
chance of being understood and acted on than long, roundabout
ones. However, don’t edit your e-mail messages so much that your
readers cannot understand them.
Rely on concise sentences. Long sentences are particularly hard
to read on screen. Whenever possible, break up long sentences
into short, concise ones. If you need to write longer sentences now
and then, make sure they are logically and clearly written.
14
Compose Carefully
• Reply with care
• Understand “cc”
and “bcc” fields
• Slow down
• Reread and edit
E-mail’s speed is its greatest benefit and can also be its greatest drawback. E-
mail prompts such quick responses that we sometimes forget to organize our
thoughts. Successful e-mail is written carefully.
Be sure you hit the right reply button. When you receive an e-mail message,
it may be addressed to you alone or to dozens of others. It may be “copied” to
others or “blind copied” to recipients you don’t know about. Make sure you hit
the correct reply button so that only intended recipients receive your message.
When you choose to “reply to all,” do so wisely. Even though the original e-
mail sender may think it’s a good idea to update everyone on the team, not all
team members may need to see every recipient’s reply.
Understand the use of the cc and bcc fields. When you add addresses to the
cc (courtesy copy) field, make sure that you want all recipients to see who is
receiving a copy of your message. Otherwise, use the bcc (blind courtesy copy)
field.
Slow down. Every word matters; therefore, reread email messages and edit
them, as needed. Even though the fast pace of technology encourages us to
respond to others instantaneously, take your time and proceed at your own
comfortable pace. The other party will wait.
15
Categories of Messages
Routine, Good-News, Goodwill
The
TheMessage
Message
Opening
Opening
Bad-News Persuasive
Body
Body
Closing
Closing
Business messages have three parts: the opening, the body, and the close. How
you handle these three parts depends on the type of message you’re sending:
(1) routine, good-news, and goodwill; (2) bad-news; or (3) persuasive.
The most straightforward business messages are routine, good-news, and
goodwill messages. In the opening, state your main idea directly. The body of
your message provides all necessary details. The close is cordial, emphasizing
your good news or making a statement about the specific action desired (see
Chapter 7).
Successful communicators take a little extra care with bad-news messages. It
may be best to use the indirect approach—putting the evidence first and the
main idea later. Open with a neutral statement that acts as a transition to the
reasons for the bad news. In the body give the reasons that justify a negative
answer before stating or implying the bad news. Your close must always be
cordial (see Chapter 8).
Before you can persuade people to do something, you must capture their
attention. In the opening, mention a possible benefit, referring to a problem that
the recipient might have, posing a question, or mentioning an interesting
statistic. In the body, build interest in the subject and arouse your readers’
desire to comply. Once you have them thinking, you can introduce your main
idea. The close is cordial and requests the desired action (see Chapter 9).
16

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Working with Letters,

Memos, and E-Mail

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 1

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 2

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 3

Internal communication refers to the exchange of information and ideas

More Formal Less Formal

Letters Memos E-mail

External Messages Internal Messages

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 4

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 6

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 7

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 8

• Sequence your ideas

• Boost visual impact

• Highlight key points

• Simplify complex subjects

• Help readers skim the text

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 9

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 10

E-mail can be as informal and casual as a conversation between old friends.

Send Brief E-mail

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 12

The best business communicators know how to communicate quickly and

Know the Audience Respect Cultures

Clarify Time Zones Observe Schedules

Avoid Flaming Prioritize E-mail

Compose offline. Consider drafting your message in a word processor and

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 14

• Reread and edit

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 15

© Prentice Hall, 2004 Business Communication Essentials Chapter 6 - 16

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