Modules 9 & 10

Module 9

The difference between memos and letters is that memos go to other people in your organization where as letters normally go to people outside your organization. Letters and memos are usually similar in length, formality, writing style, and pattern of organization, but they do differ in format. Format is defined as the parts of the document and the way they are arranged on the page.

                Letters can be set up using block format or modified block format. Block format is the format most frequently used for business letters. Modified block format creates a visually attractive page by moving the date and signature block over into what would otherwise be empty white space. The format for memos usually mimics block format but has no salutation, close or signature.

                When it comes to courtesy titles always use Ms. unless a woman has a professional title or prefers a traditional title. Use Mr. unless a man has a professional title. 

Module 10

                Messages are categorized by the author’s purpose and by the initial response we expect from the reader. Informative and positive messages include: acceptances, positive answers to reader requests, information about procedures, products, services, etc., announcements of policy changes that are neutral of positive, and changes that are to the reader’s advantage.

                Subject lines should be specific, concise, and appropriate for the pattern of organization. The good news and a summary of the information should always come first. The details, clarification and background should be given. Next, present any negative elements as positively as possible. Then explain the reader benefits. Finally, use goodwill ending: positive, personal and forward-looking.

                The most common kinds of informative and positive messages are transmittals, confirmations, summaries, adjustment and responses to complaints, and thank you and congratulatory notes.

Main Points

A reference line refers the reader to the number used on the previous correspondence the letter replies to, o the invoice number which the letter is about. Large organizations use reference numbers on every piece of correspondence they send.

Letterhead is preprinted stationary with the organization’s name, logo, address, and phone number.