Letters,

Memoranda, Email, and Other Media

Engineers : Neda Al Daher & Fadia ELIssa Chapter 4 Technical Writing & Communication Skills

Slide content based on A Guide to Writing as an Engineer , D. Beer and D. McMurry, Wiley: 2014. 4th edition

EE 20200 – Second Semester 2016/2017

Objectives
• Technical writing consists of many different types of documentation.
• This chapter includes criteria, samples, and peer evaluation checklists
for the following:
• Emails
• Letters
• Memos
• Instructions
• Proposals
• Progress Reports
Which to Use?

Telephone or face to face communication

Vs
Written communication
(Paper)
Phone, Text Message, or Paper?
In telephone or face-to-face communication, these are the issues:

• Permanent record. There is no record of what transpires in your phone conversation,

unless you record the conversation (which can have a chilling effect). Text messages can
be saved, but they are not a good option for professional activity.
• Availability of the recipient. recipients of a communication may not be in their offices or
able to answer their mobile phone. Text messages remain available until the recipient
can review them, but again their limitations are not a practical option.
• Attitude of recipients. Recipients may not take the phone, text-message, or in-person
communication as seriously as they would if it were in writing.
• Purpose, length, and complexity of the topic. Some topics are just too much for a
conversation. For example, you can’t present details of product specifications or a
proposal over the phone.
Email, Instant Messages, or Paper?

Vs
Discussing the pros and cons of using E-mails

Advantages Disadvantages
Discussing the pros and cons of using E-mails
Advantages
Eliminate the bother of
stamps, envelopes and
mailbox
Eliminate the delay in delivery
and response
Email Doesn’t require its
recipient to be at the right
place and time
Constitutes a record for
communication
Disadvantages
Sometimes letters and memos contain pages
that the recipient must fill out and send,
hardcopy may be preferable.
Security issues- there is a chance that some
one might read the confidential information
in your email
In-person discussion of the memo
Not a medium for serious business, less likely
to be taken seriously than they are hardcopy
memorandum or letter.
Sometimes a printer memo sitting on their
desk just cant be avoided
Criteria for Media Selection
• Recipients’ preferences
• Reply or forwarding requirements
• Security concerns
• Importance or length of the communication
• In-your-face factor
Communication Strategies for Tricky situations

1. Tell the boss no!

- Unethical or illegal ( knowingly or unknowingly)

Explain It to that boss, preserve your position in the organization, and

most likely protect the organization as a whole.
Example
Situation: You Truly Don't Have the Time.
Instead of: There’s no way I have time for that.
Try: Could you help me prioritize my project list?

Situation: You Disagree With the Strategy at Hand

Instead of: I don’t think that will work.
Say: Can I throw out another idea?
2. Request reimbursement
Write a good introduction

segment your discussion into sections objectively

describing the details of the problem

explain what reimbursement you expect and why

Stating your hopes that you can continue doing

business with the recipient.
GUIDELINES
1. While requesting a reimbursement, your tone should be fair and
courteous so that your reader won't doubt your honesty. Then
he/she won't raise questions on your request.
2. State your reason for requesting the refund. Explain your situation
in detail.
3. Then request the reimbursement.
4. Send the relevant receipts or documents and ask the reader to take
a look at them.
5. Tell the reader when or how you want to receive the refund. Then
end the letter on a thank you note.
Example-1
Dear [Recipients Name],
During my business trip to Washington two weeks ago, I came down with a severe
case of the flu. I had to visit the hospital to get checked and while they were willing
to accept my insurance and send the bill directly to you I had to pay cash for the
medicine that were prescribed.
With this, I would like to ask that you reimburse me for the amount that I had to
pay for the medication. I have attached the receipt and are hoping to hear back
from you or get results regarding this request of mine within the week.
Thank you for your time and effort.

Sincerely,
[Senders Name]
Example-2
Dear [Recipients Name],
I would like to ask for a refund for the Miracle Home Cleaning Kit that I
purchased from your company two weeks ago. Your advertisement promised
that it would clean out all stains, however, after using it at home, I feel that it
does not live up to my expectations. I believe that the money-back guarantee
is good for a full three weeks after purchase. The receipt for my purchase is
enclosed for your verification. Thank you very much.

Sincerely,
[Senders Name]
Example-3
Dear [Recipients Name],
Although I am very excited about the upcoming convention, I, unfortunately, will
not be able to attend due to circumstances beyond my control. For this, I would like
to request a refund of the registration fee that I paid. I understand that according to
the terms and conditions, only 75% will be returned to me as the deadline for any
changes has already passed. I have attached the invoice I received upon
registration.
Please send the check for the refund to my company's office address at 3391
Cazador St, Los Angeles CA 90065. Thank you very much.

Sincerely,
[Senders Name]
3. Give bad news
Communicate negative news without
being negative (Buffering)
Instead of this
Its impossible to repair your laptop
today
We wasted $300,000 advertising in
that magazine
write this
Your computer can be ready by
Tuesday. Would you like a loaner
until then?
Our $300,000 advertising investment
did not pay off; let’s analyze the
experience and apply the insights to
future campaigns
Communicate negative news without
being negative
Instead of this
We will notify all three credit
reporting agencies if you do not pay
your overdue bill within 10 days
I am tired of seeing so many errors in Proofreading your blog postings will
the customer service blog
write this
Paying your overdue bill within 10
days will prevent a negative entry on
your credit record.
help you avoid embarrassing
mistakes that generate more
customer service complaints
Worksheet
4. Admit a mistake

Explain why it happened

Outline what you will do to ensure it won’t

happen again
Bill,

I just wanted to take a minute and apologize for the faulty data I included in the TPS Report. I know
you and the rest of the team are frustrated by the project delay this has caused.

To help resolve the issue, I worked last night and this morning to pull the correct data. Moving forward,
I have spoken with the database team about renaming the database fields so that they are more clear,
and the data cannot be confused by myself or other employees.

I want to resolve the project delays as quickly as possible. What else can I do to help make up for my
error?

Sincerely,
Peter
Business Correspondence Style
• Indicate the topic and purpose in the first sentence.
• Identify the context of the communication.
• Provide an overview of the communication.
• Keep paragraphs short.
• Use headings in longer communications.
• Use bulleted and numbered lists for readability.
• Use a brief, concise writing style.
• Use the “you” writing style.
• Indicate action expected of the recipient.
Email
• E-mail Benefits
• E-mail allows a writer to instantly communicate with a reader.
• E-mail can be sent to numerous readers at the same time.
• E-mail allows the writer and reader(s) to chat with each other online. A real-
time dialogue is possible, whereas memos and letters may require days or
weeks for dialogue to occur.
Important E-Mail Functions
• Save e-mail to meaningfully named folders.
• Keep copies of e-mail sent.
• Be able to search e-mail.
• Create and use distribution lists.
• Create and use a signature.
• Use templates.
• Proofread e-mail carefully (watch for missing words!).
• Plan for e-mail access while on the road.
E-Mail Style
• Use caution with informal style.
• Seek brevity even more than in business letters.
• Compose specific, motivating subject lines.
• State context.
• State important information first.
• Keep paragraphs short.
• Proofread carefully—watch for missing words!
• Use headings, lists, highlighting if they increase readability.
• Be careful with automatic replies.
E-mails
https://englishlive.ef.com/blog/write-perfect-professional-email-english-5-steps/

1. Begin with a greeting

Always open your email with a greeting, such as “Dear Lillian”. If your relationship with the reader is
formal, use their family name (eg. “Dear Mrs. Price”). If the relationship is more casual, you can simply
say, “Hi Kelly”. If you don’t know the name of the person you are writing to, use: “To whom it may
concern” or “Dear Sir/Madam”.

2. Thank the recipient

If you are replying to a client’s inquiry, you should begin with a line of thanks. For example, if someone
has a question about your company, you can say, “Thank you for contacting ABC Company”. If
someone has replied to one of your emails, be sure to say, “Thank you for your prompt
reply” or “Thanks for getting back to me”. Thanking the reader puts him or her at ease, and it will
make you appear more polite.
 E-mails
https://englishlive.ef.com/blog/write-perfect-professional-email-english-5-steps/
3.State your purpose
If you are starting the email communication, it may be impossible to include a line of thanks. Instead, begin by
stating your purpose. For example, “I am writing to enquire about …” or “I am writing in reference to …”.
Make your purpose clear early on in the email, and then move into the main text of your email. Remember,
people want to read emails quickly, so keep your sentences short and clear. You’ll also need to pay careful
attention to grammar, spelling and punctuation so that you present a professional image of yourself and your
company.
4. Add your closing remarks
Before you end your email, it’s polite to thank your reader one more time and add some polite closing remarks.
You might start with “Thank you for your patience and cooperation” or “Thank you for your
consideration” and then follow up with, “If you have any questions or concerns, don’t hesitate to let me
know” and “I look forward to hearing from you”.
5.End with a closing
The last step is to include an appropriate closing with your name. “Best regards”, “Sincerely”, and “Thank
you” are all professional. Avoid closings such as “Best wishes” or “Cheers” unless you are good friends
with the reader. Finally, before you hit the send button, review and spell check your email one more time to
make sure it’s truly perfect!
TO: People required to take action.

CC: Carbon Copy

Kept informed of the content, but no actions required from
them.

Bcc: Blind Carbon Copy

stands for “blind carbon copy,” and is a way of sending emails
to multiple people without them knowing who else is getting
the email. Any email addresses in the Bcc field will be invisible
to everyone else on the email.
Letters
• A corporate environment will send letters (external correspondence)
to and receive letters from potential employees, vendors, clients,
lawyers, colleagues in other companies, and city, state, national, and
international governments.
Letters: Components
and Format
1. Writer’s address (Heading)
2. Date (Heading)
3. Reader’s address (Inside Address)
4. Subject line (Optional in letters)
5. Salutation
6. Text (Body)
7. Complimentary close
8. Signature
9. Typed name
10. End notations (enclosure, attachment)
11. Following page (use the matching pages, without the letterhead on following pages)
Letter Format
Date

Heading (sender’s address)

Inside address (recipient)

Salutation (punctuated with a colon)

Body (multiple paragraphs)

Complimentary close

Signature block
All-Purpose Template
• an effective letter will also contain an Introduction, a Body, and a
Conclusion (the text of the letter).

Introduction Body Conclusion

• Tell the reader why you • Itemize what exactly you • Tell the reader what’s next
are writing and want the reader to do or
• Include when you plan a
• What you are writing • What exactly you plan to follow-up action and
about do
• Why that date or time is
important
Template for Cover Letter
Type of Letter Introduction Body Conclusion
Question:
Why are you writing?
Answer:
In response to a job
Question: Question:
advertisement.
What exactly do you want What is next?
Question:
to say? Answer:
Cover Letter What are you writing
Answer: When can you meet with
about?
The reasons why you are the personnel director to
Answer:
qualified for the job. discuss this job opening?
Name the specific job
opening.
(Many companies list
numerous job openings.)
Template for Sales Letter
Type of Letter Introduction Body Conclusion
Question:
Why are you writing?
Question:
Answer:
Question: What is next?
To solve a reader’s
What exactly do you want Answer:
problem or fulfill a
to say? When the reader should
reader’s need.
Sales Letter Answer: purchase this product or
Question:
The reasons why your service and why that date
What are you writing
product or service will is important (a discount,
about?
benefit the reader. an extended warranty, or
Answer:
a discontinued item date).
The product or service
you are attempting to sell.
Template for Inquiry Letter
Type of Letter Introduction Body Conclusion
Question:
Why are you writing?
Answer:
Question: Question:
To ask your reader a
What exactly do you want What is next?
question.
to say? Answer:
Letter of Inquiry Question:
Answer: When do you want an
What are you writing
List your specific answer and why is that
about?
questions. date important.
Answer:
The specific topic of your
inquiry.
Sales Letter
Letter of Inquiry
Memoranda
• Memos differ from letters in two significant ways:

- First, memos are internal correspondence, written by employees in a

company to employees in the same company. Letters, in contrast, are
external correspondence, written from within a company to outside
vendors, clients, or colleagues.

- Secondly, memos have a different format than the letter essential

components.
Memorandum: Components
and Format
• Heading-Date:
• Heading-To:
• Heading-From:
• Heading-Subject:
• Body.
• Signature block
 Memo Format
DATE:
TO:
FROM:

SUBJECT:

(Body: multiple
paragraphs)
Memo Samples &
PEER EVALUATION CHECKLIST
Print out:
Pages: 40,41,43 from “twriting.pdf”
Worksheet: Memo
Email Samples &
PEER EVALUATION CHECKLIST
Print out:
Pages: 46,47 from “twriting.pdf”
Worksheet: Email
Instructions
• Instructions (or procedures) tell the reader how to do something.
• This could include programming a VCR, repairing a broken bicycle,
installing speakers in a car, making a clock in industrial technology, or
performing a science experiment.
 Components of Instructions

• The steps of procedure are the most

important aspect of any instructions.

o Each step should be numbered.

o An action verb should be used to begin
each step.
o Each step should have specificity of detail
for clarity.
o Short words and sentences help achieve
conciseness.
o The use of graphics helps the reader
understand each step.
Example
Printing in MS Word
You can print your documents in MS Word in order to get a paper copy of your work.
You can also print to PDF.

To print in MS Word
From the menu bar
1. In File, click Print. (Every step must tell the user to do one thing. Bold the interface items).
The printer dialogue box appears. (This is a feedback statement that helps explain the result of step
one, but does not tell the user to do anything so it is not numbered.)

2. Click Print in the bottom right-hand corner.

The printer will print your document.
Note: you may need to select the appropriate printer in Printer.
Instructions Samples &
PEER EVALUATION CHECKLIST
Print out:
Pages: 60,61,62 from “twriting.pdf”
Worksheet: Instructions
Proposal
• It is a bid, offer, or request to do a project plus supporting information
necessary to gain approval to do the project.

• Proposals sometimes must convince the recipient that the project

needs to be done, but proposals must always convince the recipient
that the proposer is the right individual or organization to do the
project.
RFP
• Request for proposal (RFP) is a formal proposal and might be published on
newspaper; sent by mail to a select list of vendor or organizations; or
conveyed by various informal means such as telephone or email.

• The organization receiving the RFP then writes and submits a proposal
presenting its qualifications and making case for itself as a good choice
(highlight the organization’s strengths).

• The recipient of the proposals select one of the proposals and enters into
contract negotiations.
Types of Proposals
• Based on whether the recipient requested them:
• Solicited: if the organization issues a request for proposals.
• Unsolicited: if the individuals or organization initiate proposals without a
formal request from the recipients.

• According to the context in which they occur:

• Internal: within the organization. The memo format is appropriate.
• External: to an organization outside of your own. A business letter and formal
report formats.
Progress Reports
• Its job is to present to your clients or supervisors the status of your
work.
Importance of Progress Reports
• In most projects, changes, new requirements, problems, and
miscommunications are bound to occur.
• Client (or supervisor) may worry that the work is not being done
properly, is not on schedule, or is not within budget.
• You may worry that clients will not like how the project is developing,
that new requirements jeopardize the schedule and budget for the
project, or that unexpected problems have arisen.
Progress Reports Content and Organization
• Introduction: start with the purpose and topic of the report, its
intended audience, and a brief overview of the contents.

• Project Description: briefly describe the project; summarize details

such as purpose and scope of the project, project start and end dates,
• Progress Summary: discussion of what work you’ve completed, what
work is on progress, and what’s yet to come. can be handled several
ways:
• Time-period approach.
• Project-task approach.
• Combined approach.

• Problems Encountered: state the problems that arisen in the project you
think may jeopardize the quality, cost, or schedule of the project.
• Changes in Requirements: such as schedule shifts and new
requirements.

• Overall Assessment of the Project: give an opinion as to how the

project is going.