{"id":64,"date":"2021-05-12T08:10:36","date_gmt":"2021-05-12T08:10:36","guid":{"rendered":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/chapter\/memos-and-letters\/"},"modified":"2025-07-17T15:33:34","modified_gmt":"2025-07-17T15:33:34","slug":"memos-and-letters","status":"publish","type":"chapter","link":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/chapter\/memos-and-letters\/","title":{"raw":"Memos and Letters","rendered":"Memos and Letters"},"content":{"raw":"<div class=\"textbox textbox--learning-objectives\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Learning Objectives<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nBy the end of this section, you should be able to:\r\n<ul>\r\n \t<li>Distinguish between a memo and a letter and explain their different purposes professionally.<\/li>\r\n \t<li>Identify the seven elements of the full block letter format.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\nMuch of your professional time will be spent communicating through letters, memos, emails, and text messages. Some of these forms of communication are probably more familiar to you than others; however, as a professional, you must understand how and when to use each format and why. This is because your employer will expect you to be able to communicate effectively to maintain your [pb_glossary id=\"210\"]<strong>credibility<\/strong>[\/pb_glossary] and build relationships with co-workers, clients, and the public. When you craft your correspondence, letters, and memos are treated as informal reports and follow the [pb_glossary id=\"227\"]<strong>SIDCRA<\/strong>[\/pb_glossary] format: (1) summary, (2) introduction, (3) discussion, (4) conclusion, (5) recommendations, and (6) appendix. Similarly, emails and texts should maintain this organizational structure in a professional context to help your audience quickly understand and retrieve information. This is why you should begin with the central point for each type of correspondence. Busy readers need to be able to quickly scan the document to assess whether it requires immediate attention.\r\n\r\nAs always, before you begin to write, consider your audience\u2019s needs and your purpose for writing in the first place. For all correspondence, you should:\r\n<ul>\r\n \t<li>Include a detailed subject line that provides a summary or a sense of purpose for the document.<\/li>\r\n \t<li>Provide a brief introduction that states the purpose for writing and provides an overview or forecast of the rest of the document.<\/li>\r\n \t<li>Provide necessary context for your reader in the introduction or a background paragraph.<\/li>\r\n \t<li>Use headings to help your reader find information quickly and to help you, the writer, organize information effectively and<\/li>\r\n \t<li>Keep paragraphs short and focused on one central point.<\/li>\r\n<\/ul>\r\nTo determine which format to use, consider the size and importance of your audience, your writing purpose, and the complexity of the information being conveyed. Although your organizational communication course introduces standard templates and formats, there is room for variation, and you should always follow your employer\u2019s preference for letter, memo, and email format. This chapter will focus on memos and letters. The following chapter will examine email and text messages.\r\n<h2>Memos<\/h2>\r\nMemoranda, or <strong>[pb_glossary id=\"223\"]memos[\/pb_glossary]<\/strong>, are one of the most versatile document forms used in professional settings.\u00a0 Memos are \"in-house\" documents (sent within an organization) to pass along or request information, outline policies, present short reports, or propose ideas.\u00a0 While they are often used to inform, they can also be persuasive documents.\u00a0 A company or institution typically has its own \"in-house\" style or template for documents such as letters and memos.\r\n<h3><strong>Memo Format<\/strong><\/h3>\r\nFigure #1 below shows a sample of an \"in-house\" memo style (the style we will use for memo assignments written for this class), with annotations pointing out various relevant features. The central formatted portions of a memo are the Logo or Letterhead (optional), the Header Block, and the Message.\r\n\r\n[caption id=\"attachment_118\" align=\"aligncenter\" width=\"1028\"]<img class=\"wp-image-118 size-full\" src=\"https:\/\/pressbooks.ccconline.org\/ppsccom2250organizationalcommunication\/wp-content\/uploads\/sites\/231\/2021\/04\/Sample-Memo-Annotated.png\" alt=\"An annotated memo. Image description available.\" width=\"1028\" height=\"1152\" \/> <em>Figure 8.1.1 Sample Memo, annotated.<\/em>[\/caption]\r\n<h4>The Header Block<\/h4>\r\nThe <strong>[pb_glossary id=\"224\"]Header Block[\/pb_glossary]<\/strong> appears\u00a0<span style=\"margin: 0px; padding: 0px;\">in large, bold, capitalized letters at the top left side of your memo, directly below the word \"MEMO\" or \"MEMORANDUM\"<\/span>.\u00a0 This section contains detailed information on the recipient, sender, and purpose.\u00a0 It includes the following lines:\r\n<ul>\r\n \t<li><strong>TO: <\/strong>give the recipient's full name and position or title within the organization<\/li>\r\n \t<li><strong>FROM<\/strong>: include the sender's (your) full name and position or title<\/li>\r\n \t<li><strong>DATE<\/strong>: Include the full date on which you sent the memo<\/li>\r\n \t<li><strong>SUBJECT or RE<\/strong>: Write a brief phrase that concisely describes the main content of your memo.<\/li>\r\n<\/ul>\r\nPlace a horizontal line under your header block, and place your message below.\r\n<h4>The Message<\/h4>\r\nThe length of a memo can range from a few short sentences to a multi-page report that includes figures, tables, and appendices.\u00a0 Regardless of the length, there is a straightforward organizational principle to follow.\u00a0 Organize the content of your memo so that it answers the following questions for the reader:\r\n<ol>\r\n \t<li><strong>Opening:\u00a0<\/strong> Do I have to read this?\u00a0 Why do I have to read this?<\/li>\r\n \t<li><strong>Details:\u00a0<\/strong> What do I need to know?<\/li>\r\n \t<li><strong>Closing:\u00a0<\/strong> What am I expected to do now?<\/li>\r\n<\/ol>\r\n<strong>The Opening<\/strong>\r\n\r\nMemos are generally very direct and concise.\u00a0 Before getting to your point, there is no need to start with general introductions. Your readers are colleagues within the same organization and are likely familiar with the context you are writing about.\u00a0 The opening sentences of the memo's message should indicate to the reader whether they need to read the entire memo and why. For example, if the memo informs me about an elevator out of service in a building I never enter, I don't have to read further.\r\n<h4>The Details<\/h4>\r\nThe middle section of the message should contain all the necessary information to inform the readers and fulfill the memo's purpose. Start with the most general information, then add the more specific facts and details. Ensure that there is sufficient detail to support your purpose, but avoid overwhelming your readers with unnecessary details or information that is already well-known to them.\r\n<h4>The Closing<\/h4>\r\nThe final part of the message indicates the action the reader is required or requested to take. If you ask your readers to do something, be courteous and demonstrate how this action will benefit them.\r\n\r\nFor more information on writing memos, check out the memo page on the Online Writing Lab at Purdue University: Parts of a Memo.\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Exercise #1: Sample Memo<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nBelow are two images. The first shows a potential memo layout with tips for creating one, and the second shows a sample memo.\r\n\r\nDoes the sample memo have all the parts discussed in this section? Does it need more information? Less? Is there anything you think would be helpful for the author to include?\r\n\r\n<code>[h5p id=\"26\"]<\/code>\r\n\r\n<\/div>\r\n<\/div>\r\n<div>\r\n\r\n<hr \/>\r\n\r\n<h2>Letter<\/h2>\r\n<\/div>\r\n<p class=\"nonindent no-indent\">Letters<span style=\"font-size: 1em;\"> are brief messages sent to recipients who are often outside the organization.<\/span> They are usually printed on letterhead paper representing the business or organization and are generally limited to one or two pages. While email and text messages may be used more frequently today, the business letter remains a common form of written communication as it serves many functions, such as:<\/p>\r\n\r\n<ul>\r\n \t<li class=\"nonindent no-indent\">Introducing you to a potential employer<\/li>\r\n \t<li class=\"nonindent no-indent\">Announcing a product or service<\/li>\r\n \t<li class=\"nonindent no-indent\">Communicating feelings and emotions (complaint letters, for example).<\/li>\r\n<\/ul>\r\nLetters are the most formal format for business correspondence, and your credibility will be established by using a formal tone and a conventional format for the document. Use a letter format for communicating with people outside of your organization or for information that will be kept on file (such as a letter of offer from an employer) or may be needed for legal proceedings. Your reader will expect a well-written and well-formatted document. The full-block letter format is the most straightforward and will be covered in the next section. Professionals who produce correspondence using this format will appreciate its simplicity and consistency. As we will soon see, many types of letters and adaptations in form and content exist.\r\n<h2>The Full Block Letter Format<\/h2>\r\n<p class=\"nonindent no-indent\">A typical letter consists of seven main elements, comprising the entire block letter format.<\/p>\r\n\r\n<ol>\r\n \t<li><strong>Letterhead\/logo<\/strong>:\u00a0 Sender's name and return address<\/li>\r\n \t<li><strong>The heading<\/strong> names the recipient, often including the address and date<\/li>\r\n \t<li><strong>Salutation<\/strong>:\u00a0 \"Dear ______ \" use the recipient's name, if known.<\/li>\r\n \t<li><strong>The introduction <\/strong>establishes the overall purpose of the letter<\/li>\r\n \t<li><strong>The body <\/strong>articulates the details of the message<\/li>\r\n \t<li><strong>The conclusion<\/strong> restates the main point and may include a call to action<\/li>\r\n \t<li><strong>The signature line<\/strong> sometimes consists of the contact information<\/li>\r\n<\/ol>\r\n<p class=\"indent no-indent\">You can see how these elements are implemented in the example above. Keep in mind that letters represent you\/or and your company in your absence. To communicate effectively and project a positive image, remember that<\/p>\r\n\r\n<ul>\r\n \t<li>Your language should be clear, concise, specific, and respectful<\/li>\r\n \t<li>Each word should contribute to your purpose<\/li>\r\n \t<li>Each paragraph should focus on one idea<\/li>\r\n \t<li>The parts of the letter should form a complete message<\/li>\r\n \t<li>The letter should be free of errors.<\/li>\r\n<\/ul>\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Exercise 2: Sample letter<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\n[h5p id=\"27\"]\r\n\r\n<\/div>\r\n<\/div>\r\n&nbsp;\r\n\r\n<hr \/>\r\n\r\n<h2 style=\"text-align: left;\"><strong>Types of Messages<\/strong><\/h2>\r\nLetters and memos can be written for many purposes. Here are just a few reasons you may have to write these documents in your professional career. We will also provide some tips for each one.\r\n<h3><strong>Making a Request<\/strong><\/h3>\r\nWhenever you make a request, whether in a memo or letter,\u00a0 remember to consider the [pb_glossary id=\"197\"]<strong>tone<\/strong>[\/pb_glossary] of your words: be polite and be respectful. It is easier and faster to send a message without proofreading, but doing so will help ensure you do not sound demanding or condescending to your audience. Remember that your request will add to your audience\u2019s already busy day, so acknowledge the time and effort necessary to address your request. Finally, always be as specific as possible about what you expect your reader to do and provide the required information so that the reader can successfully fulfill your request.\r\n\r\nWhen making a request, you should:\r\n<ul>\r\n \t<li>Quickly establish a relationship, and then begin with the main point<\/li>\r\n \t<li>Explain in the body of the document your needs and provide details to justify the request<\/li>\r\n \t<li>End by extending goodwill and appreciation<\/li>\r\n \t<li>Always be courteous and proofread to eliminate a poor tone<\/li>\r\n<\/ul>\r\n<h3><strong>Thank-Yous<\/strong><\/h3>\r\nThank-you letters may feel like an old-fashioned way to communicate. Still, even in today\u2019s fast-paced world, a well-written thank-you letter can establish your credibility and professionalism. A handwritten thank-you letter is always most appropriate, but a business thank-you letter may be printed on company stationery. A thank-you letter should be concise yet convey your sincere appreciation to the reader.\r\n<ul>\r\n \t<li>Be specific about what you are thanking the reader for. Avoid clich\u00e9s and stock phrases.<\/li>\r\n \t<li>Include details about why you are thankful and how you benefited from the reader\u2019s actions.<\/li>\r\n \t<li>End with a sincere compliment and repeat the thank you.<\/li>\r\n<\/ul>\r\n<h3><strong>Interview Thank-You Note<\/strong><\/h3>\r\nA brief thank-you letter or email is essential in the interview and job search process. Not only will the note of thanks communicate your professionalism, but it will also allow you to demonstrate your commitment to the company. Use this opportunity to remind the reader why you are the best candidate.\r\n<h3><strong>\"Good News\" Messages<\/strong><\/h3>\r\nPreparing a good news message (such as a message of congratulations, Acknowledgment, and acceptance) is more manageable than preparing a negative message. However, care should be taken in all correspondence to maintain your professional credibility.\r\n<ul>\r\n \t<li>Be specific about the achievement or award.<\/li>\r\n \t<li>Be sincere in your congratulations.<\/li>\r\n \t<li>Avoid using language that might sound patronizing or insincere.<\/li>\r\n<\/ul>\r\n<h3><strong>\"Bad News\" Messages<\/strong><\/h3>\r\nIn the course of your professional career, you are going to need to write negative messages (such as messages of Complaint or Refusal) for a variety of reasons. Tone is fundamental here; comments should be made using neutral language and should be as specific as possible. A thoughtful writer will remember that the message will likely hurt the audience. Although beginning with a buffer sentence to establish a relation may be appropriate, get to the main point as quickly as possible. Keep your audience\u2019s needs in mind; they will need to understand your decision and the reasons behind it clearly. Do not hide your lousy news in ambiguous language to save your sense of [pb_glossary id=\"209\"]<strong>face<\/strong>[\/pb_glossary]. Finally, remember to be courteous and considerate of your audience\u2019s feelings. Avoid inflaming the situation with emotional, accusatory, or sarcastic language, and refrain from making personal attacks on your reader.\r\n<ul>\r\n \t<li>Be polite and use neutral language.<\/li>\r\n \t<li>Be specific about the bad news you are conveying.<\/li>\r\n \t<li>Provide relevant details so your audience can understand your decision.<\/li>\r\n \t<li>End with an appropriate closing; avoid insincere or falsely positive endings that disrespect your audience.<\/li>\r\n<\/ul>\r\n<h3><strong>Apology \/ Conciliation\u00a0<\/strong><\/h3>\r\nLearning how to apologize well is an essential skill for young professionals. A poorly written apology can exacerbate problems for both you and your company.\u00a0 Don\u2019t apologize unnecessarily, but when an apology is warranted, sincerely and fully acknowledge your audience\u2019s hurt, frustration, and disappointment. Once you reach a leadership position in your field, you may also need to apologize for someone else\u2019s error. As a leader in an organization, it will be your responsibility to take full responsibility and apologize to maintain your organization\u2019s credibility.\r\n\r\nSincere apologies focus on the audience\u2019s needs and feelings, not those of the person issuing the apology. Avoid the ubiquitous \u201cthis is not who I am\u201d phrase as part of an apology because saying \u201cthis is not who I am\u201d is not an apology. If you do something that requires an apology, take responsibility and recognize that your actions or words caused hurt or inconvenience to someone else. An apology must also be sincere; an accusation veiled as an apology will not persuade anyone that you are sorry. A phrase such as \u201cI am sorry you feel that way\u201d will not convince your audience that you are sincerely sorry. An apology should:\r\n<ul>\r\n \t<li>Sincerely acknowledge that you are sorry for the words or actions that caused harm.<\/li>\r\n \t<li>Acknowledge that the audience\u2019s hurt, frustration, or anger is real and warranted.<\/li>\r\n \t<li>Take responsibility for the mistake and its negative consequences.<\/li>\r\n \t<li>Never suggest that the audience is somehow to blame for the problem.<\/li>\r\n \t<li>Offer some form of compensation if it seems appropriate to do so.<\/li>\r\n<\/ul>\r\n<h3><b style=\"text-align: initial; font-size: 1em;\">Transmittal Letters<\/b><\/h3>\r\nWh<span style=\"text-align: initial; font-size: 1em;\">en you send a report or other document (such as a r\u00e9sum\u00e9) to an external audience, include it with a letter explaining the purpose of the enclosed document and providing a summary. \u00a0For more information on these transmittal documents for reports, visit <a href=\"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/chapter\/producing-the-report\/\">Chapter 29: Formatting the Report<\/a>. For more information on cover letters, see <a href=\"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/chapter\/cover-letters\/\">Chapter 19: Cover\/Application Letters<\/a>.\u00a0<\/span>\r\n\r\n<span style=\"text-align: initial; font-size: 1em;\">Click the link to download a <\/span><a style=\"text-align: initial; font-size: 1em;\" href=\"https:\/\/openpress.usask.ca\/app\/uploads\/sites\/126\/2021\/02\/Letter-of-Transmittal-Template.docx\">Letter of Transmittal Template (.docx)<\/a><span style=\"text-align: initial; font-size: 1em;\">.<\/span>\r\n<h3><b>Letters of Inquiry<\/b><\/h3>\r\nYou may want to request information about a company or organization, such as whether it anticipates job openings soon or whether it funds grant proposals from non-profit groups. In this case, you would send a letter of inquiry asking for additional information. As with most business letters, keep your request brief, introducing yourself in the opening paragraph and clearly stating your purpose and\/or request in the second paragraph. Consider placing your requests in a list form for clarity if you need specific information. Conclude in a friendly way that shows appreciation for the help you will receive.\r\n<h3><b>Follow-up Letters\u00a0<\/b><\/h3>\r\nAny time you request something from someone, write a follow-up letter expressing your appreciation for the time the letter recipient has taken to respond to your needs or consider your job application. If you have had a job interview, sending a follow-up letter thanking the interviewer for their time is significant for demonstrating your professionalism and attention to detail.\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Exercise #3: Letters<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nLetters within a professional context may serve various purposes, such as communicating with suppliers, contractors, partner organizations, clients, and government agencies.\r\n\r\nBelow are three images of letters. The first shows a layout using the full-block format discussed above. The second image is a cover letter, and the third is a transmittal letter.\r\n\r\nDo the sample letters include all the parts discussed in this section? If so, what do they still need? Is there anything you think the author should include?\r\n\r\n[h5p id=\"28\"]\r\n\r\n<\/div>\r\n<\/div>\r\n<p class=\"indent no-indent\">For additional examples of professional letters, look at the sample letters provided by David McMurrey in his online textbook on technical writing: <a href=\"https:\/\/www.prismnet.com\/~hcexres\/textbook\/models.html\" target=\"_blank\" rel=\"noopener noreferrer\"><em>Online Technical Writing: Examples, Cases &amp; Models<\/em><\/a>.<\/p>\r\n\r\n<div class=\"textbox textbox--key-takeaways\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Key Takeaways<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<ul>\r\n \t<li>Even in the digital age, writing correspondence will be a regular part of your professional career. Not only do these types of correspondence help maintain your credibility as an employee, but they also help you build relationships with co-workers, clients, and the public.<\/li>\r\n \t<li>Memos are in-house, internal documents that serve various purposes, such as passing along information or proposing ideas. Their format includes a Header Block followed by the message itself. A message typically consists of three parts: the opening, details, and closing.<\/li>\r\n \t<li>Letters are more formal than memos since they are generally sent externally to people outside of a company or organization. They use a full block format, which is the standard for most organizations. Like memos, there are many different reasons you may write a letter.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Attribution<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nThis chapter is adapted from <a href=\"https:\/\/pressbooks.bccampus.ca\/technicalwriting\/chapter\/correspondence\/\" target=\"_blank\" rel=\"noopener\">\"Technical Writing Essentials\"<\/a>\u00a0by\u00a0Suzan Last (on <a href=\"https:\/\/pressbooks.bccampus.ca\/\" target=\"_blank\" rel=\"noopener\">BCcampus<\/a>). It is licensed under <a href=\"https:\/\/creativecommons.org\/licenses\/by-sa\/4.0\/\">Creative Commons Attribution-ShareAlike 4.0 International License<\/a>\r\n\r\n<\/div>\r\n<\/div>","rendered":"<div class=\"textbox textbox--learning-objectives\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Learning Objectives<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>By the end of this section, you should be able to:<\/p>\n<ul>\n<li>Distinguish between a memo and a letter and explain their different purposes professionally.<\/li>\n<li>Identify the seven elements of the full block letter format.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<p>Much of your professional time will be spent communicating through letters, memos, emails, and text messages. Some of these forms of communication are probably more familiar to you than others; however, as a professional, you must understand how and when to use each format and why. This is because your employer will expect you to be able to communicate effectively to maintain your <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_64_210\"><strong>credibility<\/strong><\/a> and build relationships with co-workers, clients, and the public. When you craft your correspondence, letters, and memos are treated as informal reports and follow the <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_64_227\"><strong>SIDCRA<\/strong><\/a> format: (1) summary, (2) introduction, (3) discussion, (4) conclusion, (5) recommendations, and (6) appendix. Similarly, emails and texts should maintain this organizational structure in a professional context to help your audience quickly understand and retrieve information. This is why you should begin with the central point for each type of correspondence. Busy readers need to be able to quickly scan the document to assess whether it requires immediate attention.<\/p>\n<p>As always, before you begin to write, consider your audience\u2019s needs and your purpose for writing in the first place. For all correspondence, you should:<\/p>\n<ul>\n<li>Include a detailed subject line that provides a summary or a sense of purpose for the document.<\/li>\n<li>Provide a brief introduction that states the purpose for writing and provides an overview or forecast of the rest of the document.<\/li>\n<li>Provide necessary context for your reader in the introduction or a background paragraph.<\/li>\n<li>Use headings to help your reader find information quickly and to help you, the writer, organize information effectively and<\/li>\n<li>Keep paragraphs short and focused on one central point.<\/li>\n<\/ul>\n<p>To determine which format to use, consider the size and importance of your audience, your writing purpose, and the complexity of the information being conveyed. Although your organizational communication course introduces standard templates and formats, there is room for variation, and you should always follow your employer\u2019s preference for letter, memo, and email format. This chapter will focus on memos and letters. The following chapter will examine email and text messages.<\/p>\n<h2>Memos<\/h2>\n<p>Memoranda, or <strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_64_223\">memos<\/a><\/strong>, are one of the most versatile document forms used in professional settings.\u00a0 Memos are &#8220;in-house&#8221; documents (sent within an organization) to pass along or request information, outline policies, present short reports, or propose ideas.\u00a0 While they are often used to inform, they can also be persuasive documents.\u00a0 A company or institution typically has its own &#8220;in-house&#8221; style or template for documents such as letters and memos.<\/p>\n<h3><strong>Memo Format<\/strong><\/h3>\n<p>Figure #1 below shows a sample of an &#8220;in-house&#8221; memo style (the style we will use for memo assignments written for this class), with annotations pointing out various relevant features. The central formatted portions of a memo are the Logo or Letterhead (optional), the Header Block, and the Message.<\/p>\n<figure id=\"attachment_118\" aria-describedby=\"caption-attachment-118\" style=\"width: 1028px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-118 size-full\" src=\"https:\/\/pressbooks.ccconline.org\/ppsccom2250organizationalcommunication\/wp-content\/uploads\/sites\/231\/2021\/04\/Sample-Memo-Annotated.png\" alt=\"An annotated memo. Image description available.\" width=\"1028\" height=\"1152\" \/><figcaption id=\"caption-attachment-118\" class=\"wp-caption-text\"><em>Figure 8.1.1 Sample Memo, annotated.<\/em><\/figcaption><\/figure>\n<h4>The Header Block<\/h4>\n<p>The <strong><a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_64_224\">Header Block<\/a><\/strong> appears\u00a0<span style=\"margin: 0px; padding: 0px;\">in large, bold, capitalized letters at the top left side of your memo, directly below the word &#8220;MEMO&#8221; or &#8220;MEMORANDUM&#8221;<\/span>.\u00a0 This section contains detailed information on the recipient, sender, and purpose.\u00a0 It includes the following lines:<\/p>\n<ul>\n<li><strong>TO: <\/strong>give the recipient&#8217;s full name and position or title within the organization<\/li>\n<li><strong>FROM<\/strong>: include the sender&#8217;s (your) full name and position or title<\/li>\n<li><strong>DATE<\/strong>: Include the full date on which you sent the memo<\/li>\n<li><strong>SUBJECT or RE<\/strong>: Write a brief phrase that concisely describes the main content of your memo.<\/li>\n<\/ul>\n<p>Place a horizontal line under your header block, and place your message below.<\/p>\n<h4>The Message<\/h4>\n<p>The length of a memo can range from a few short sentences to a multi-page report that includes figures, tables, and appendices.\u00a0 Regardless of the length, there is a straightforward organizational principle to follow.\u00a0 Organize the content of your memo so that it answers the following questions for the reader:<\/p>\n<ol>\n<li><strong>Opening:\u00a0<\/strong> Do I have to read this?\u00a0 Why do I have to read this?<\/li>\n<li><strong>Details:\u00a0<\/strong> What do I need to know?<\/li>\n<li><strong>Closing:\u00a0<\/strong> What am I expected to do now?<\/li>\n<\/ol>\n<p><strong>The Opening<\/strong><\/p>\n<p>Memos are generally very direct and concise.\u00a0 Before getting to your point, there is no need to start with general introductions. Your readers are colleagues within the same organization and are likely familiar with the context you are writing about.\u00a0 The opening sentences of the memo&#8217;s message should indicate to the reader whether they need to read the entire memo and why. For example, if the memo informs me about an elevator out of service in a building I never enter, I don&#8217;t have to read further.<\/p>\n<h4>The Details<\/h4>\n<p>The middle section of the message should contain all the necessary information to inform the readers and fulfill the memo&#8217;s purpose. Start with the most general information, then add the more specific facts and details. Ensure that there is sufficient detail to support your purpose, but avoid overwhelming your readers with unnecessary details or information that is already well-known to them.<\/p>\n<h4>The Closing<\/h4>\n<p>The final part of the message indicates the action the reader is required or requested to take. If you ask your readers to do something, be courteous and demonstrate how this action will benefit them.<\/p>\n<p>For more information on writing memos, check out the memo page on the Online Writing Lab at Purdue University: Parts of a Memo.<\/p>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Exercise #1: Sample Memo<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>Below are two images. The first shows a potential memo layout with tips for creating one, and the second shows a sample memo.<\/p>\n<p>Does the sample memo have all the parts discussed in this section? Does it need more information? Less? Is there anything you think would be helpful for the author to include?<\/p>\n<p><code><\/p>\n<div id=\"h5p-26\">\n<div class=\"h5p-iframe-wrapper\"><iframe id=\"h5p-iframe-26\" class=\"h5p-iframe\" data-content-id=\"26\" style=\"height:1px\" src=\"about:blank\" frameBorder=\"0\" scrolling=\"no\" title=\"Sample Memos\"><\/iframe><\/div>\n<\/div>\n<p><\/code><\/p>\n<\/div>\n<\/div>\n<div>\n<hr \/>\n<h2>Letter<\/h2>\n<\/div>\n<p class=\"nonindent no-indent\">Letters<span style=\"font-size: 1em;\"> are brief messages sent to recipients who are often outside the organization.<\/span> They are usually printed on letterhead paper representing the business or organization and are generally limited to one or two pages. While email and text messages may be used more frequently today, the business letter remains a common form of written communication as it serves many functions, such as:<\/p>\n<ul>\n<li class=\"nonindent no-indent\">Introducing you to a potential employer<\/li>\n<li class=\"nonindent no-indent\">Announcing a product or service<\/li>\n<li class=\"nonindent no-indent\">Communicating feelings and emotions (complaint letters, for example).<\/li>\n<\/ul>\n<p>Letters are the most formal format for business correspondence, and your credibility will be established by using a formal tone and a conventional format for the document. Use a letter format for communicating with people outside of your organization or for information that will be kept on file (such as a letter of offer from an employer) or may be needed for legal proceedings. Your reader will expect a well-written and well-formatted document. The full-block letter format is the most straightforward and will be covered in the next section. Professionals who produce correspondence using this format will appreciate its simplicity and consistency. As we will soon see, many types of letters and adaptations in form and content exist.<\/p>\n<h2>The Full Block Letter Format<\/h2>\n<p class=\"nonindent no-indent\">A typical letter consists of seven main elements, comprising the entire block letter format.<\/p>\n<ol>\n<li><strong>Letterhead\/logo<\/strong>:\u00a0 Sender&#8217;s name and return address<\/li>\n<li><strong>The heading<\/strong> names the recipient, often including the address and date<\/li>\n<li><strong>Salutation<\/strong>:\u00a0 &#8220;Dear ______ &#8221; use the recipient&#8217;s name, if known.<\/li>\n<li><strong>The introduction <\/strong>establishes the overall purpose of the letter<\/li>\n<li><strong>The body <\/strong>articulates the details of the message<\/li>\n<li><strong>The conclusion<\/strong> restates the main point and may include a call to action<\/li>\n<li><strong>The signature line<\/strong> sometimes consists of the contact information<\/li>\n<\/ol>\n<p class=\"indent no-indent\">You can see how these elements are implemented in the example above. Keep in mind that letters represent you\/or and your company in your absence. To communicate effectively and project a positive image, remember that<\/p>\n<ul>\n<li>Your language should be clear, concise, specific, and respectful<\/li>\n<li>Each word should contribute to your purpose<\/li>\n<li>Each paragraph should focus on one idea<\/li>\n<li>The parts of the letter should form a complete message<\/li>\n<li>The letter should be free of errors.<\/li>\n<\/ul>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Exercise 2: Sample letter<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<div id=\"h5p-27\">\n<div class=\"h5p-iframe-wrapper\"><iframe id=\"h5p-iframe-27\" class=\"h5p-iframe\" data-content-id=\"27\" style=\"height:1px\" src=\"about:blank\" frameBorder=\"0\" scrolling=\"no\" title=\"Full-block letter\"><\/iframe><\/div>\n<\/div>\n<\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<hr \/>\n<h2 style=\"text-align: left;\"><strong>Types of Messages<\/strong><\/h2>\n<p>Letters and memos can be written for many purposes. Here are just a few reasons you may have to write these documents in your professional career. We will also provide some tips for each one.<\/p>\n<h3><strong>Making a Request<\/strong><\/h3>\n<p>Whenever you make a request, whether in a memo or letter,\u00a0 remember to consider the <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_64_197\"><strong>tone<\/strong><\/a> of your words: be polite and be respectful. It is easier and faster to send a message without proofreading, but doing so will help ensure you do not sound demanding or condescending to your audience. Remember that your request will add to your audience\u2019s already busy day, so acknowledge the time and effort necessary to address your request. Finally, always be as specific as possible about what you expect your reader to do and provide the required information so that the reader can successfully fulfill your request.<\/p>\n<p>When making a request, you should:<\/p>\n<ul>\n<li>Quickly establish a relationship, and then begin with the main point<\/li>\n<li>Explain in the body of the document your needs and provide details to justify the request<\/li>\n<li>End by extending goodwill and appreciation<\/li>\n<li>Always be courteous and proofread to eliminate a poor tone<\/li>\n<\/ul>\n<h3><strong>Thank-Yous<\/strong><\/h3>\n<p>Thank-you letters may feel like an old-fashioned way to communicate. Still, even in today\u2019s fast-paced world, a well-written thank-you letter can establish your credibility and professionalism. A handwritten thank-you letter is always most appropriate, but a business thank-you letter may be printed on company stationery. A thank-you letter should be concise yet convey your sincere appreciation to the reader.<\/p>\n<ul>\n<li>Be specific about what you are thanking the reader for. Avoid clich\u00e9s and stock phrases.<\/li>\n<li>Include details about why you are thankful and how you benefited from the reader\u2019s actions.<\/li>\n<li>End with a sincere compliment and repeat the thank you.<\/li>\n<\/ul>\n<h3><strong>Interview Thank-You Note<\/strong><\/h3>\n<p>A brief thank-you letter or email is essential in the interview and job search process. Not only will the note of thanks communicate your professionalism, but it will also allow you to demonstrate your commitment to the company. Use this opportunity to remind the reader why you are the best candidate.<\/p>\n<h3><strong>&#8220;Good News&#8221; Messages<\/strong><\/h3>\n<p>Preparing a good news message (such as a message of congratulations, Acknowledgment, and acceptance) is more manageable than preparing a negative message. However, care should be taken in all correspondence to maintain your professional credibility.<\/p>\n<ul>\n<li>Be specific about the achievement or award.<\/li>\n<li>Be sincere in your congratulations.<\/li>\n<li>Avoid using language that might sound patronizing or insincere.<\/li>\n<\/ul>\n<h3><strong>&#8220;Bad News&#8221; Messages<\/strong><\/h3>\n<p>In the course of your professional career, you are going to need to write negative messages (such as messages of Complaint or Refusal) for a variety of reasons. Tone is fundamental here; comments should be made using neutral language and should be as specific as possible. A thoughtful writer will remember that the message will likely hurt the audience. Although beginning with a buffer sentence to establish a relation may be appropriate, get to the main point as quickly as possible. Keep your audience\u2019s needs in mind; they will need to understand your decision and the reasons behind it clearly. Do not hide your lousy news in ambiguous language to save your sense of <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_64_209\"><strong>face<\/strong><\/a>. Finally, remember to be courteous and considerate of your audience\u2019s feelings. Avoid inflaming the situation with emotional, accusatory, or sarcastic language, and refrain from making personal attacks on your reader.<\/p>\n<ul>\n<li>Be polite and use neutral language.<\/li>\n<li>Be specific about the bad news you are conveying.<\/li>\n<li>Provide relevant details so your audience can understand your decision.<\/li>\n<li>End with an appropriate closing; avoid insincere or falsely positive endings that disrespect your audience.<\/li>\n<\/ul>\n<h3><strong>Apology \/ Conciliation\u00a0<\/strong><\/h3>\n<p>Learning how to apologize well is an essential skill for young professionals. A poorly written apology can exacerbate problems for both you and your company.\u00a0 Don\u2019t apologize unnecessarily, but when an apology is warranted, sincerely and fully acknowledge your audience\u2019s hurt, frustration, and disappointment. Once you reach a leadership position in your field, you may also need to apologize for someone else\u2019s error. As a leader in an organization, it will be your responsibility to take full responsibility and apologize to maintain your organization\u2019s credibility.<\/p>\n<p>Sincere apologies focus on the audience\u2019s needs and feelings, not those of the person issuing the apology. Avoid the ubiquitous \u201cthis is not who I am\u201d phrase as part of an apology because saying \u201cthis is not who I am\u201d is not an apology. If you do something that requires an apology, take responsibility and recognize that your actions or words caused hurt or inconvenience to someone else. An apology must also be sincere; an accusation veiled as an apology will not persuade anyone that you are sorry. A phrase such as \u201cI am sorry you feel that way\u201d will not convince your audience that you are sincerely sorry. An apology should:<\/p>\n<ul>\n<li>Sincerely acknowledge that you are sorry for the words or actions that caused harm.<\/li>\n<li>Acknowledge that the audience\u2019s hurt, frustration, or anger is real and warranted.<\/li>\n<li>Take responsibility for the mistake and its negative consequences.<\/li>\n<li>Never suggest that the audience is somehow to blame for the problem.<\/li>\n<li>Offer some form of compensation if it seems appropriate to do so.<\/li>\n<\/ul>\n<h3><b style=\"text-align: initial; font-size: 1em;\">Transmittal Letters<\/b><\/h3>\n<p>Wh<span style=\"text-align: initial; font-size: 1em;\">en you send a report or other document (such as a r\u00e9sum\u00e9) to an external audience, include it with a letter explaining the purpose of the enclosed document and providing a summary. \u00a0For more information on these transmittal documents for reports, visit <a href=\"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/chapter\/producing-the-report\/\">Chapter 29: Formatting the Report<\/a>. For more information on cover letters, see <a href=\"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/chapter\/cover-letters\/\">Chapter 19: Cover\/Application Letters<\/a>.\u00a0<\/span><\/p>\n<p><span style=\"text-align: initial; font-size: 1em;\">Click the link to download a <\/span><a style=\"text-align: initial; font-size: 1em;\" href=\"https:\/\/openpress.usask.ca\/app\/uploads\/sites\/126\/2021\/02\/Letter-of-Transmittal-Template.docx\">Letter of Transmittal Template (.docx)<\/a><span style=\"text-align: initial; font-size: 1em;\">.<\/span><\/p>\n<h3><b>Letters of Inquiry<\/b><\/h3>\n<p>You may want to request information about a company or organization, such as whether it anticipates job openings soon or whether it funds grant proposals from non-profit groups. In this case, you would send a letter of inquiry asking for additional information. As with most business letters, keep your request brief, introducing yourself in the opening paragraph and clearly stating your purpose and\/or request in the second paragraph. Consider placing your requests in a list form for clarity if you need specific information. Conclude in a friendly way that shows appreciation for the help you will receive.<\/p>\n<h3><b>Follow-up Letters\u00a0<\/b><\/h3>\n<p>Any time you request something from someone, write a follow-up letter expressing your appreciation for the time the letter recipient has taken to respond to your needs or consider your job application. If you have had a job interview, sending a follow-up letter thanking the interviewer for their time is significant for demonstrating your professionalism and attention to detail.<\/p>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Exercise #3: Letters<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>Letters within a professional context may serve various purposes, such as communicating with suppliers, contractors, partner organizations, clients, and government agencies.<\/p>\n<p>Below are three images of letters. The first shows a layout using the full-block format discussed above. The second image is a cover letter, and the third is a transmittal letter.<\/p>\n<p>Do the sample letters include all the parts discussed in this section? If so, what do they still need? Is there anything you think the author should include?<\/p>\n<div id=\"h5p-28\">\n<div class=\"h5p-iframe-wrapper\"><iframe id=\"h5p-iframe-28\" class=\"h5p-iframe\" data-content-id=\"28\" style=\"height:1px\" src=\"about:blank\" frameBorder=\"0\" scrolling=\"no\" title=\"Sample Letters\"><\/iframe><\/div>\n<\/div>\n<\/div>\n<\/div>\n<p class=\"indent no-indent\">For additional examples of professional letters, look at the sample letters provided by David McMurrey in his online textbook on technical writing: <a href=\"https:\/\/www.prismnet.com\/~hcexres\/textbook\/models.html\" target=\"_blank\" rel=\"noopener noreferrer\"><em>Online Technical Writing: Examples, Cases &amp; Models<\/em><\/a>.<\/p>\n<div class=\"textbox textbox--key-takeaways\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Key Takeaways<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<ul>\n<li>Even in the digital age, writing correspondence will be a regular part of your professional career. Not only do these types of correspondence help maintain your credibility as an employee, but they also help you build relationships with co-workers, clients, and the public.<\/li>\n<li>Memos are in-house, internal documents that serve various purposes, such as passing along information or proposing ideas. Their format includes a Header Block followed by the message itself. A message typically consists of three parts: the opening, details, and closing.<\/li>\n<li>Letters are more formal than memos since they are generally sent externally to people outside of a company or organization. They use a full block format, which is the standard for most organizations. Like memos, there are many different reasons you may write a letter.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Attribution<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>This chapter is adapted from <a href=\"https:\/\/pressbooks.bccampus.ca\/technicalwriting\/chapter\/correspondence\/\" target=\"_blank\" rel=\"noopener\">&#8220;Technical Writing Essentials&#8221;<\/a>\u00a0by\u00a0Suzan Last (on <a href=\"https:\/\/pressbooks.bccampus.ca\/\" target=\"_blank\" rel=\"noopener\">BCcampus<\/a>). It is licensed under <a href=\"https:\/\/creativecommons.org\/licenses\/by-sa\/4.0\/\">Creative Commons Attribution-ShareAlike 4.0 International License<\/a><\/p>\n<\/div>\n<\/div>\n<div class=\"glossary\"><span class=\"screen-reader-text\" id=\"definition\">definition<\/span><template id=\"term_64_210\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_64_210\"><div tabindex=\"-1\"><p>a quality that allows others to trust and believe you<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_64_227\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_64_227\"><div tabindex=\"-1\"><p>an acronym that stands for the six parts of a report: (1) summary, (2) introduction, (3) discussion, (4) conclusion, (5) recommendations, (6) appendix<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_64_223\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_64_223\"><div tabindex=\"-1\"><p>full name \"memoranda,\" these are documents sent within an organization to pass along or request information, outline policies, present short reports, or propose ideas<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_64_224\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_64_224\"><div tabindex=\"-1\"><p>the section of a memo that contains detailed information on its recipient, sender, and purpose<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_64_197\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_64_197\"><div tabindex=\"-1\"><p>the attitude of a communicator toward the message being delivered and\/or the audience receiving the message<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_64_209\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_64_209\"><div tabindex=\"-1\"><p>our sense of self-worth in a given situation<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><\/div>","protected":false},"author":101,"menu_order":1,"template":"","meta":{"pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"class_list":["post-64","chapter","type-chapter","status-publish","hentry"],"part":62,"_links":{"self":[{"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/pressbooks\/v2\/chapters\/64","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/wp\/v2\/users\/101"}],"version-history":[{"count":31,"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/pressbooks\/v2\/chapters\/64\/revisions"}],"predecessor-version":[{"id":2740,"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/pressbooks\/v2\/chapters\/64\/revisions\/2740"}],"part":[{"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/pressbooks\/v2\/parts\/62"}],"metadata":[{"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/pressbooks\/v2\/chapters\/64\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/wp\/v2\/media?parent=64"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/pressbooks\/v2\/chapter-type?post=64"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/wp\/v2\/contributor?post=64"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/pressbooks.ccconline.org\/2250organizationalcommunication\/wp-json\/wp\/v2\/license?post=64"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}