ENGL2311:Case Study 1

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Chapter 5

Letters, Memos, and E-Mail

Chapter Outline

Features of Letters, Memos, and E-Mails

Planning and Researching

Organizing and Drafting

Types of Letters, Memos, and E-Mails

Chapter Outline (cont.)

Using Style and Design

Using E-Mail Internationally

Microgenre: Texting at Work

Features of Letters, Memos, and E-mails

Letters

Written to people outside the company

Formal

Memos

Written to people inside the company

E-mails

Written to people inside or outside the company

Letters

Used in formal situations in which an employee is acting as a representative of the company.

Can be used to make requests or inquiries, accept or refuse claims, communicate important information, record agreements, and apply for jobs.

Memos

Usually contain meeting agendas, policies, internal reports, and short proposals.

E-mails

Used in situations that once called for less formal memos, letters, or phone calls.

Increasingly used for formal communication as well.

Features of Letters, Memos, and E-mails (cont.)

A Letter, Memo, or E-mail Will Generally Have the Following Features:

Header

Salutation

Introduction

Body paragraphs

Conclusion

Signature

Salutation is included in letters and some e-mails but not memos.

Introduction should define the subject, state your purpose, and state a clear main point.

Body paragraphs should contain need-to-know information.

Conclusion should restate the main point and look to the future.

Signature should be included for letters and e-mails but not memos.

Which section should look to the future?

Body paragraphs

Introduction

Conclusion

Signature

Which section should look to the future?

Body paragraphs

Introduction

Conclusion

Signature

Planning and Researching

Prepare Thoroughly for Important Correspondence

Answer the Five-W and How Questions

Determine the Rhetorical Situation

Five-W and How Questions

Who is the reader of my letter, memo, or e-mail?

Why am I writing to this person?

What is my pint? What do I want my reader to do?

Where will the letter, memo, or e-mail be read?

When will the letter, memo, or e-mail be used?

How will the reader use this document now and in the future?

Determine the Rhetorical Situation

Subject – be concise with need-to-know information.

Purpose – include a purpose statement in the first paragraph.

Readers – anticipate all possible readers (primary readers, secondary readers, tertiary readers, gatekeepers).

Context of use – consider physical, economic, political, and ethical factors that will influence how your readers will interpret and respond to your message.

Organizing and Drafting

Introduction with a Purpose and a Main Point

Subject

Purpose

Main point

Background information

Importance of the subject

Body that Provides Need-to-Know Information

Introduction

Subject should be stated or signaled in the first or second sentence. Don’t assume they know about your topic.

Purpose

Purpose for writing should be stated almost immediately in the first paragraph.

Main Point

All letters, memos, and e-mails should have a main point. Put it up front to ensure that your readers don’t miss it.

Background Information

Background information or a personal connection may be helpful.

Body That Provides Need-to-Know Information

Provide your readers with the information they need to make a decision or take action.

Divide your subject into the two to five major topics for discussion.

Mapping can help identify topics and support.

Importance of the Subject

You may want your introduction to stress the importance of the subject.

Organizing and Drafting (cont.)

Conclusion that Restates the Main Point

Thank the readers

Restate your main point

Look to the future

Nothing essential should appear in the conclusion that has not already been stated in the introduction or body.

Which of the following statements is true?

Purpose for writing should be placed in the conclusion

Avoid personal connections

Assume your reader understands the topic

Mapping can help identify topics and support

Which of the following statements is true?

Purpose for writing should be placed in the conclusion

Avoid personal connections

Assume your reader understands the topic

Mapping can help identify topics and support

Types of Letters, Memos, and E-Mails

Inquiries

Responses

Transmittal letters and memos

Claims or complaints

Adjustments

Refusals

Inquiries (Purpose is to gather information.)

Guidelines: Identify subject and purpose; state questions clearly and concisely; limit your questions to five or fewer; If possible, offer something in return; thank readers in advance; provide contact information.

Responses (Response is written answer to an inquiry.)

Guidelines: thank the writer for the inquiry; clearly state subject and purpose; answer questions; offer more information; provide contact information.

Transmittal Letters and Memos (Also called “cover letters” or “cover memos”)

Should do the following: Identify the materials enclosed; state the reason the materials are being sent; summarize the information sent; clearly state action requested; provide contact information.

Claims or Complaints (Purpose – to explain a problem and ask for amends.)

Guidelines: state subject and purpose clearly and concisely; explain problem in detail; describe how the problem inconvenienced you; state what you want; thank the reader; provide contact information.

Adjustments (Purpose – to respond to the issue described by the client, customer, or co-worker.)

Should try to rebuild a potentially damaged relationship with the reader.

Guidelines: Express regret without taking blame; state what you are going to do; tell the reader when to expect results; show appreciation for business; provide contact information.

Refusals (“Bad news” letters, memos, or e-mails)

Guidelines: state your subject; summarize your understanding of facts; deliver bad news, explaining your reasoning; offer alternatives; express desire to retain relationship; provide contact information.

What is the purpose of a transmittal letter?

It should state the reason materials are being sent

It should ask for a remedy

The purpose is to ask for information

The purpose is to respond to an issue

What is the purpose of a transmittal letter?

It should state the reason materials are being sent.

It should ask for a remedy.

The purpose is to ask for information.

The purpose is to respond to an issue.

Using Style and Design

Style and Design Must Fit Rhetorical Situation

Strategies for Developing an Appropriate Style

Use the “you” style

Create a tone

Avoid bureaucratic phrasing

Use the “you” style

Place emphasis on readers rather than author.

Negative information should not usually use the “you” style.

Create a tone

Mapping can help project a specific tone.

Avoid bureaucratic phrasing

It makes the message harder to understand, it doesn’t add any information, it depersonalizes the letter, and it undermines the one-to-one relationship between writer and reader.

Using Style and Design (cont.)

Designing and Formatting Letters and Memos

Many companies use templates

Formatting Letters

Use letterhead

Use an inside address

Include a greeting

Templates provide standardized formats that prescribe how they will look.

Formatting letters

Letterhead – often premade. If letterhead isn’t available, enter your return address (not name) followed by the date.

Inside address – address of the person to whom you are sending the letter – two lines below the date or return address.

Greeting – Greeting belongs two lines below the inside address. “Dear” is common greeting, followed by a comma or colon.

Use a gender-neutral title if you don’t know the recipient’s name.

Don’t use “To Whom It May Concern” because it’s impersonal.

Using Style and Design (cont.)

Formatting Envelopes

Formatting Memos

Header

Message

Formatting Envelopes

Word-processing programs can capture the addresses from the letter and print it on an envelope or label.

Envelopes should have two addresses, the return address and the recipient address.

Formatting Memos

Header – use stationary or make your own by typing the following list: date, to, cc, from, subject.

Subject should be a descriptive and specific phrase.

Cc lines include names of people who will receive copy of the memo.

Message

Memos don’t include a “dear” line or greeting.

They begin with the message in block style

Which greeting is most appropriate for a business letter?

To whom it may concern:

A business letter should not have a greeting

Dear Hiring Manager:

John,

Which greeting is most appropriate for a business letter?

To whom it may concern:

A business letter should not have a greeting

Dear Hiring Manager:

John,

Using E-Mail Internationally

Tips for Using E-Mail Internationally:

Allow time to form a relationship

Use titles and last names

Focus on facts

Talk about the weather

Use attachments only when needed

Use plain text

Allow time to form a relationship

Introduce yourself by name and title. Provide background information and location. Don’t rush into making a request.

Use titles and last names

Use titles and last names. Let contacts make the move to first name.

Focus on facts

Cut out nonessential information.

Talk about the weather

Weather is a safe, universal topic.

Use attachments only when needed

Inbox quotas may be small or connections may be slow. Ask before attaching.

Use plain text

Assume your readers can only receive plain text.

Using E-Mail Internationally (cont.)

Tips for Using E-Mail Internationally (cont.):

Limit or avoid photographs and graphics

Avoid clichés at the closing

Avoid humor

Create a simple signature file with your contact information

Use simple grammar and proofread carefully

Limit or avoid photographs and graphics

Photos and graphics don’t always transfer properly and can require large amounts of memory.

Photographs can mean something unexpected to readers from other cultures.

Avoid clichés at the closing

Commonly used closings don’t always translate well into other languages and may be confusing.

Avoid humor

Jokes can backfire. Meaning may be misinterpreted.

Create a simple signature file with your contact information

Signature should include your name, title, e-mail address, postal address, phone number, and corporate website.

Use simple grammar and proofread carefully

Simple sentences are easier to translate.

Why should you avoid photos in international e-mails?

The images may mean different things to different cultures

Photos don’t always transfer properly

Photos may take up a large amount of memory

All of the above

Why should you avoid photos in international e-mails?

The images may mean different things to different cultures

Photos don’t always transfer properly

Photos may take up a large amount of memory

All of the above

Microgenre: Texting at Work

Tips for Effective Texting at Work

Write longer text messages

Spell out most words and punctuate

E-mail or call when it’s important

Make sure you’re doing work

Don’t text during meetings

Don’t use texting to flirt at work

Remember: texts sent with company phones are not private

Write longer text messages

Don’t “ping” co-workers. Write a sentence or two that provides information or makes a request.

Spell out most words and punctuate

Co-workers need to be able to understand your message.

E-mail or call when it’s important

Not all co-workers will text. Call or e-mail important messages.

Make sure you’re doing work

When on company time and resources, stick to work.

Don’t text during meetings

Don’t look at your phone when you should be focused on other matters.

Don’t use texting to flirt at work

Remember that messages can be saved and used against you. Avoid sexual harassment.

Remember: Texts sent with company phones are not private

Your company can access your messages on company phones. You could get fired for private texting.