Emily Post’s The Etiquette Advantage in Business, Third Edition

No skill is more important than the ability to organize and convey information with clarity and coherence. Ultimately, this means being able to write effectively as virtually every type of business requires writing of some kind—emails, letters to clients, memos to coworkers, reports, requests, recommendations, manuals, newsletters, PowerPoint presentations, even notes for the office suggestion box.

Some types of business writing are highly formalized, such as the financial section of a company’s annual report. Others are extremely informal, like interoffice emails or texts, for example. Most of the material businesspeople are expected to write falls into the category of “general writing”—more organized and attentive to correct grammar and construction than spoken conversation but not nearly so rigid and rule-bound as legal or scientific writing. Whatever the format, however, all good writing must meet four basic tests:

• Is it accurate? (Does it correctly describe the situation?)

• Is it clear? (Have you said what you intended to say?)

• Is it coherent? (Will it make sense to the reader?)

• Is it correct? (Are there any misspellings, typos, grammatical mistakes, or structural errors?)

It is interesting how often we use the language of building when discussing writing. We “construct” sentences. We “structure” paragraphs. Words are the basic building blocks of writing . . . and grammar is the blueprint.

If your grammar is poor, you won’t be able to say what you mean; you may even convey messages that you don’t intend. Your audience—the reader—may form a negative opinion of your competence or your seriousness. It is not an exaggeration to say that the writer of an ungrammatical letter (a job-application cover letter, for example) may live to regret it.

Many people can write a grammatical sentence but are unable to put together a coherent paragraph. Their ideas tumble around like clothes in a dryer, making it impossible to sort the shirts from the socks. Even the most patient reader won’t put up with confused, chaotic writing for long.

LOOK IT UP

In addition to the dictionary and online grammar sites, there are a number of excellent sources on correct usage and elegant writing. Any of the suggested books listed below are a smart investment:

The Chicago Manual of Style. 16th ed. University of Chicago Press, 2010.

King, Stephen. On Writing: 10th Anniversary Edition: A Memoir of the Craft. Simon & Schuster, 2010.

Strunk, William, Jr., and E. B. White. The Elements of Style. Updated 2011 ed. Pearson Education, 2011.

Truss, Lynne. Eats, Shoots & Leaves: The Zero Tolerance Approach to Punctuation. Gotham Books /Profile Books, 2006.

Woods, Geraldine. English Grammar for Dummies. John Wiley, 2010.

To avoid this outcome, take time to outline your thoughts before you actually start writing. Begin by jotting down the main points you want to make, and then look over your notes and decide how best to organize them. Here are two ways:

Outlining may seem time-consuming, but word-processing programs make it easy and it will save you much rethinking and rewriting down the line. An outline will also help you stay on track as you write. It’s often tempting to follow an interesting tangent, add unnecessary details, or drop in an amusing comment or personal story. But your readers have time constraints, too. They want you to get to the point quickly and make your case clearly; every extraneous bit of information becomes a distraction and a delay.

Consistency in business writing is essential to clarity and brings an important unity to your writing in terms of point of view, tense, and mood. As you compose your rough draft and then edit it, keep the following factors in mind.

When you begin a piece of writing, you first have to decide what point of view to use in telling your story—either the first person (I, me, my, mine, we, us, our), the second person (you, your), or the third person (he, she, it, him, her, his, hers, its, they, them, their). Your job is to select a point of view and then stick with it. Readers will find it hard to follow writing that shifts from one perspective to another.

FIRST PERSON. Business writers frequently use the first person point of view, especially in letters, memos, and internal reports. It offers an individualized, personalized perspective. The first person can also be found in formal writing, but it is most often used when the writer wishes to set a friendly, more casual tone.

SECOND PERSON. This point of view is less common because it adopts the viewpoint of the reader rather than the writer. It is most appropriate in writing that instructs (this book, for example). The second person can also be used in letters. Be careful, though: Second-person writing can easily become accusatory, judgmental, and hostile: “You should know that . . .” or “Your duty is to . . .”

THIRD PERSON. This is an objective viewpoint. It allows the writer to maintain a detached perspective—an observer of the action rather than a direct participant. The third person generally sets a more formal tone than the first person. In the language of journalism, it is the reportorial, not editorial, point of view.

Tense indicates when an action or event takes place. All verbs have tenses to indicate whether something is happening in the present, happened in the past, or will happen in the future: “I’m eating at the Greasy Spoon”; “I ate at the Greasy Spoon last Tuesday”; “I will eat at the Greasy Spoon next week.” Unless there is a clear difference in time (“We received your broken fax machine yesterday, and we will repair it next week”), select the tense that expresses the time frame of your writing and use it consistently.

READ IT ALOUD

If you’re stuck on a writing project, take a few minutes to explain to a colleague what you’re trying to say—and then write that explanation. If no one is available, visualize such a conversation instead.

Once you’ve finished a piece of writing, make a point of reading it out loud. You’ll quickly hear the spots where your argument sounds forced, your phraseology is clichéd, or your grammar falls short. If you’re repeating yourself or taking too long to make your point, that will quickly become apparent as well.

When you receive an important, well-written communication, try reading it out loud. Voicing the words of others literally forces you to slow down and hear the way the words are put together and can be a model to help you organize and improve your own writing.

A final unifying element in writing is tone. This is the attitude of the writer, reflected in the writing. You may wish to take a serious tone that reflects your knowledge and professionalism when writing a report or proposal. Conversely, you might choose a light one when writing a memo about the annual Christmas party to members of your work team. You will probably want to adopt a conciliatory and polite tone when responding to a customer’s complaint, whereas a tougher, no-nonsense tone could be the best choice in a performance review for an employee who constantly procrastinates on assignments.

Once you’ve decided on the right tone, maintain it throughout. Sudden changes in tone or mood—what might be called manic-depressive writing—disorient the reader and leave the impression that the writer is uncertain or conflicted about the subject.

Once you’ve gone through a series of drafts and arrived at a piece of writing you’re happy with, your job still isn’t done. No matter how organized you are or how cogent your presentation may be, all your best efforts will go down the drain if you make grammatical errors, misspell words, or misuse punctuation. The minute a mistake is spotted, however, the reader’s attention turns to the mistake, distracting attention from the points you’re trying to get across.

The bottom line: An ounce of prevention is worth a pound of cure. Proofread everything before sending it out into the world—especially those emails you dash off in a flash. For a formal letter or a report, have a colleague go over it with a fine-tooth comb (and be ready to reciprocate when she asks you to do her the same favor).

BEWARE SPELL-CHECK

Spell-check is great, but don’t assume it’s foolproof. Peter’s ad agency once made the mistake of referring to a certified public accounting firm as a certified pubic accounting firm. Spell-check did not help.

The old-fashioned personal business letter—written on pristine, high-quality paper, sealed in an envelope, and delivered by post or by hand—remains the single most impressive written ambassador for your company. A letter has a dignity that cannot be equaled by electronic mail or faxed correspondence. Email and faxes have a spontaneous, off-the-cuff quality akin to a telephone call. A letter, by contrast, says that someone has planned, written or keyed, and edited and revised a message. In other words, the sender has expended time—the most precious commodity—to communicate with the recipient.

It’s a shame, then, that so many businesspeople regard the writing of business letters as a chore. But it doesn’t have to be that way.

In the United States, the standard business letter follows block format or modified block format. Block format is the most common. The entire letter is left justified. In the modified block format the date and the closing begin at a center-point tab, whereas addresses for the sender and recipient, the salutation, and the body of the letter are left justified.

In both styles, the body of the letter is single spaced with double spaces between paragraphs and paragraphs are not indented. Use a single space between each part of the letter, but leave four spaces between the closing and your typed name so that you have room for your signature.

Use a standard, 12-point font such as Times Roman or Cambria; these are professional-looking and easier to read than sans serif typefaces such as Arial or Verdana. The font for your letter should complement, but does not need to match, the font and type size of the letterhead design. A minimum one-inch margin for sides and one-and-a-half-inch margin for top and bottom is standard; margins adjust to accommodate letterhead and graphics.

If you are not using personal or company letterhead printed with your address, start your letter with your address information: company name, street address, city, state, and ZIP code. Omit your name and title, as they will be included in the closing.

This consists of the month, day, and year the letter was written or completed. The month should be spelled out in full, and all numbers should be written as numerals (January 1, 2018, not Jan. 1 or January 1st). The date is typed flush left or beginning at the center point following a blank line after the recipient’s address or two to six lines below the letterhead.

Some letters require specific reference to file, account, invoice, order, or policy numbers. These references are usually typed below the dateline, but they may also be centered on the page. When the letter runs longer than one page, the reference line should be repeated on each subsequent sheet, flush left as the first line of the page.

AGGRESSIVELY NOT PASSIVE

The goal of business writing is to be clear and direct. Beware of the passive voice, when instead of the subject acting on the verb, the verb acts on the subjects. Using the passive voice can make what should be the object of the sentence rise to the importance of the subject. Here are some examples:

Active: The sales team sold 420 units in the last quarter. (Emphasis: sales team.)

Passive: Four hundred twenty units were sold last quarter by the sales team. (Emphasis: units.)

Active: Management will make all decisions. (Emphasis: management)

Passive: All decisions will be made by management. (Emphasis: decisions)

Your writing will be stronger when your subject takes action.

When necessary, letters may include notation of the means of delivery—“certified mail” or “registered mail”—or on-arrival instructions, such as “personal” (to be opened and read by the addressee only) or “confidential” (for the addressee or other authorized personnel). These lines are typed in all capital letters and placed flush left. On-arrival notations are also printed in capital letters on the face side of the envelope.

The inside address is usually below the dateline. When a letter is addressed to an individual, the inside address includes the following:

ADDRESSEE’S COURTESY TITLE AND FULL NAME. When writing to a woman you don’t know, you can address her as “Ms.” For unisex names like Pat, Jan, Leslie, Alex, Hillary, and Lynn, however, a phone inquiry to the recipient’s firm to confirm his or her gender will save potential embarrassment. Names from other cultures can also be problematic. If you cannot discover the sex of the person, you should drop the courtesy title in the address and the salutation (“Jan White”; “Dear Jan White”). It’s awkward but better than risking an unintended insult. Use titles for elected officials, military personnel, medical doctors, and clergy. If your recipient holds a doctoral degree, you can use either “Dr. Smith” or “John Smith, PhD.” For physicians, either “Dr. Smith” or “Jane Smith, MD” is acceptable. In a business context, use professional designations rather than courtesy titles: “Clara Jones, CPA”; “Ralph Bostwick, Esq.”

ADDRESSEE’S BUSINESS TITLE, WHEN REQUIRED. When an individual holds more than one position in a company, your decision to use all titles or just one will depend on the purpose of the letter and the recipient’s preference. Do not substitute a business title for a courtesy title, however. Address your letter to “Mr. Richard Lambert, President, Alpha Company,” not “President Richard Lambert.”

NAME OF BUSINESS. It is equally important to write the name of the company or organization exactly. Look for details: Is “Company,” “Corporation,” or “Incorporated” spelled out or abbreviated? Does the company name include commas, hyphens, periods, or ampersands? Are words run together? Which letters are capitalized? Find out by checking letterhead, corporate publications, the firm’s website, or the phone book.

FULL ADDRESS. In the address, numbers are generally written in numeral form unless they are part of the name of a building (One Town Plaza). As a rule, street numbers are written in numerals (123 East 17th Street), though First through Twelfth are often written in full. Also, spell out any number that may cause confusion (One I Street). City names are written in full unless an abbreviation is the accepted spelling (St. Louis). State names can be written out or the two-letter postal service abbreviation can be used—followed by the ZIP code. Foreign addresses should conform to the standards in the country of receipt.

When the letter is to a business or organization, the address line includes the following:

TO THE ATTENTION OF. If you are writing a company or company department, you may also want to include an attention line that directs your letter to a specific individual (“Attention: Mr. Benjamin Hayes” or “Attention: Director of Health Benefits”). The attention line is placed below the address and above the salutation; the salutation itself is directed to the company or department.

Your salutation is your greeting. In most cases, it is a simple “Dear Mr./Ms. _____” or “Dear Dr. _____” followed by a colon. It is a general guideline that you salute a person in a business letter with the same name form you use in person; so a business salutation uses a first name only when you know the addressee well or have agreed to correspond on a first-name basis. If in doubt, err on the side of formality. (For a complete chart showing forms of address.)

What to write when you are addressing a company rather than an identifiable person? The old-fashioned “Gentlemen” is obviously inappropriate unless the organization includes no females. “Dear Sir/Madam” is the usual form. “To Whom It May Concern” is acceptable but rather formal. Otherwise, you can address the company (“Dear Blue Sky Investments”) or department (“Dear Investor Relations”) or direct your salutation to a specific position (“Dear Human Resources Director”). A more general salutation such as “Dear Sales Representative” is also acceptable.

Whether your letter consists of a single paragraph or several, the chief rule here is brevity. Business letters should not go beyond one page unless absolutely necessary. The trick is to be concise and to the point but never discourteous. The standard form is to leave a blank line between paragraphs instead of starting a new paragraph with an indent.

When ending your message, stay friendly and brief. If you know the recipient, it’s fine to end on a personal note: “Please give my best to your wife” or “I enjoyed seeing you at the trade show and hope your trip home was as pleasant as you expected.” Even if you don’t know the person, your closing can be friendly and helpful. (“I look forward to talking with you soon.” Or “Please call me directly at 555-1212 if you need additional copies of the brochure.”) It is always polite to say thank you for a service or attention.

COMPLIMENTARY CLOSE. A complimentary close is used on most letters, typed two lines below the last line of your message and positioned flush left in block form or starting in the center in modified block form. In most business letters, you want to end on a friendly but not too familiar note. Use variations of “truly” (“Yours truly,” “Yours very truly,” “Very truly yours”) or “sincerely” (“Most sincerely,” “Very sincerely,” “Sincerely yours,” “Sincerely”). “Cordially” and its variations are proper closings for general business letters, especially when the writer and the recipient know each other. If you are on a first-name basis with your addressee, informal closings are appropriate (“As ever,” “Best wishes,” “Regards,” “Kindest regards,” “Kindest personal regards”). Closings such as “Respectfully” and “Respectfully yours” indicate not only respect but also subservience and are usually reserved for diplomatic or ecclesiastic communications.

SIGNATURE. Your handwritten signature will appear aligned below the complimentary close, followed by the typed signature. Your business title and company name may be needed, but don’t repeat information that already appears in the corporate letterhead. Your name is typed just as in the handwritten signature. The courtesy title “Mrs.,” “Miss,” or “Ms.” may be added to indicate a female writer’s preference. Academic degrees (PhD, LLD) and professional ratings (CPA) may also be included in the typed signature. If more than one writer is signing a letter, the written and typed signature blocks can be placed either side by side or vertically.

ADDRESSING ENVELOPES TO DOCTORS

Q. I have to send a letter to a husband and wife who are both physicians. How do I address the envelope: “Dr. & Dr.” or “Dr. and Mrs.”?

A. It would be inappropriate to use “Dr. and Mrs.” because it diminishes the achievement of the woman physician. If they have the same last name, the correct form would be either “The Drs. Harris” or “Drs. Sonya and Jeremy Harris.” If the woman has kept her maiden name, then it would be “Dr. Sonya Jones and Dr. Jeremy Harris.”

If someone else types or keys your letter, the typist’s initials may be included two lines below the signature block. Once standard in business letters, the use of initials is now a matter of corporate style.

When you are enclosing materials with your letter, the notation “Enclosure,” “Enc.,” or “Encl.,” sometimes with an indication of the number of enclosed pieces—“Enclosures (2)”—is typed below the signature block. The notation “Separate mailing” or “Under separate cover” followed by the name of the piece or pieces (“Separate mailing: 2018 Annual Report”) appears when materials are being sent separately.

Courtesy copies—notated as “Cc:” or “Copies to”—indicate that your letter is to be distributed to other people. The names of these recipients are listed alphabetically, and you may also include their addresses if this will be helpful to your recipient.

A postscript, or PS, can be added below the last notation and should be initialed by the letter writer. Postscripts are a common tactic in contemporary direct-mail advertising, as if the writer had one last brilliant reason for you to buy the product. With word processing, however, postscripts are rarely necessary and may signal to the reader that you did a poor job of organizing your thoughts if you left important information out of the body of your letter.

While it’s true that a well-written thank-you note is an art, you don’t have to be Shakespeare to be effective with your appreciation. Follow these guideline on when and how to express your gratitude.

If you were the guest of honor or hosted to a sit-down meal in a restaurant or someone’s home, then a handwritten note is in order. For regularly scheduled events such as chamber of commerce mixers, a written note isn’t necessary unless you have a particular reason to thank your hosts. It’s always a good idea to send a written note when hosted by your boss or company CEO, no matter the event.

SEVEN WAYS TO WRITE A SUCCESSFUL LETTER

Most of the fundamentals for creating successful business letters have to do with simplicity and directness—the hallmarks of good writing. Here are seven tips to help you get there:

1. LET IT SIMMER. Organize your thoughts before you start, and always write a rough draft of your letter. If you have the time, put your draft aside for at least a half hour. You will be amazed how you can improve your writing if you allow it to “simmer” for a while.

2. KEEP IT SHORT. Write only as much as you need to get your message across. But don’t be so terse that you leave out important information that supports your case.

3. WRITE IN THE FIRST PERSON. Avoid the “royal we” unless you are writing as a representative of your company as a whole.

4. BE NATURAL. Make your writing as much like your manner of speaking as you can. But always write in complete sentences, and leave out interjections and excessive use of pronouns and contractions.

5. AVOID CLICHÉS AND BUZZWORDS. If you use a word such as paradigm or leveraged, be sure you know what it means.

6. AVOID JARGON AND ACRONYMS. Avoid acronyms, technical jargon, and specialized language unless you are certain your reader is familiar with the field.

7. PROOFREAD. Read and reread your letter for spelling, grammar, and punctuation errors. Never rely totally on your computer’s spell- and grammar-check programs: “Pleas sea hour lay test add” will pass the spell-check as easily as “Please see our latest ad.”

When the invitation was made by phone, a phoned thank-you the next day is appropriate. If the invitation was made via email, then an emailed thank-you is appropriate. If the invitation to a private event (as described above) was written or printed, then a written thank-you note is called for. In any of these cases, as a guest it is always appropriate to write a short thank-you note to your host.

If you’re the host and you’ve invited a prospect or major client to lunch, you may also write a short note to her, thanking her for taking the time to meet with you.

While your words are the main event, attention to the following details will add polish to your thank-you note:

PAPER. Either a fold-over or correspondence (flat) card is fine—it’s a personal choice. Chose stationery or note cards that are businesslike in design.

HANDWRITING. It’s important to handwrite rather than type and sign your note, even if you don’t think your handwriting is particularly good. Write slowly and be as legible as you can if you are concerned. Your handwriting is an important part of what makes the note personal and meaningful. (See also the box “Thank-You Note Services”.)

THANK-YOU NOTE SERVICES

We are always looking for ways to save time and effort, especially in business. But there are some corners that shouldn’t be cut. A number of online services have appeared in recent years that allow you to choose a card, type a message (sometimes in a font that looks like handwriting), and have it mailed directly to the recipient—all without you ever touching the card. Some services will even handwrite notes on your behalf.

Herein lies the problem: Your effort, and the personal quirk of your own handwriting, is part of your thanks. Take away the personal touch—literally—and you diminish the message you are sending: that the recipient is worth your taking the time to pause, reflect, and write a personal message yourself. What would meet the test of personalization is an app that allows you to pick out a card, use a stylus to write and address the note yourself from your tablet, and then prints and mails your card from a service center. This approach combines convenience with that all-important ingredient: your own handwriting.

BUSINESS CARDS. While it’s not wrong to enclose your business card, only do so if you know the recipient does not have your contact information.

A thank-you note isn’t a chore—it’s an opportunity. In business, being thought of as a gracious, “with it” person sets you apart from your competition on both a personal and corporate level. A thank-you note is a quick, easy, and inexpensive way to accomplish this.

Thanks so much for the lunch today—and for introducing me to the Café Rouge. I see why it’s your favorite restaurant— their Beef Bourguignon was exceptional. I really appreciated your wise counsel about the transfer offer, and I’ll be in touch when I’m settled in Seattle.

Thank you so much for lunch today. The restaurant was elegant, and the meal was delicious. Most of all, I appreciate your ideas and guidance about my decision to transfer to the Seattle office. Your suggestions really helped me to get my priorities in order. I look forward to entertaining you on your next visit to the Northwest.

Email is perhaps the most common form of writing in today’s business environment. The average corporate employee receives an avalanche of emails each day, about 110 on average. Simply sorting and reading email is one of the most important skills in a business professional’s toolbox. Make sure that yours are emails worth reading. Write clear and concise emails that give information and communicate needs effectively.

State your business succinctly in the subject line and then clearly and concisely in the body of the email. People want to know why you have sent them something. Don’t simply forward emails without comment or send people open-ended messages. If you are simply sharing a piece of information, say so. If you are keeping someone informed or up to date, say so. If you are communicating a piece of critical information, indicate it.

Ask for what you need and state clearly how you want your recipient to respond. If the time frame of a reply matters to you, be sure to set one. You cannot force someone to respond in a timely manner, but you can give him or her information to know how to best deal with you.

Beware of trying to convey emotional content or of trying to resolve complex emotional problems via email. It is hard to write clearly about emotional content or resolve complex problems in the body of a business email. If you find yourself rewriting your email several times because you don’t think your response is clear, this is an indication that you should pick up the phone or schedule an in-person conversation.

THE “WHO WHAT WHEN WHERE RULE”

One of the clearest ways to determine if an email is the best way to communicate with the recipient is to ask yourself if it focuses on who, what, when, or where. If, however, your email delves into why or opinion, you may want to think twice before sending it. The recipient only has your words on the page to decipher your meaning, intent, and tone. Without visual clues or the sound of your voice your message can easily be misunderstood. When it’s more than just the facts, opt for a phone call or an in-person meeting.

If you find you are about to send an angry response or convey upset or displeasure, save the message as a draft and give yourself some time to cool down. Later, either revise your email or ask yourself if the message might be better delivered personally with a call or visit.

As with all correspondence, reread what you have written before you send. As we have seen, sloppy writing speaks poorly of you, even in a less formal communication.

THE PARTS OF AN EMAIL

When you initiate an email with someone, treat it like a little letter: Use salutations, write in complete sentences, and finish with a closing. Once the back and forth of an exchange has gotten under way, it is okay to get more informal and let the salutations and the closings drop away. When you are conversing, you don’t keep using someone’s formal title after the introduction has been made. An email exchange is like a developing conversation in this way. When you initiate a new exchange start again with proper letter formatting.

TO FIELD. Be sure you are sending to the right person. Use Reply All very sparingly and carefully. Be very careful of auto-fill as you might end up sending that personal email to peter@yourboss.com instead of to peter@yourfriend.com. One trick is to fill this in after you have completed your email to be sure you are communicating the right message to the right person and that you don’t inadvertently send it before you want to.

SUBJECT LINE. Construct a descriptive and accurate subject line to get your email read. And be careful that it doesn’t have any spelling mistakes in it, either.

SALUTATION. Open with a “Dear _____” and use proper titles when emailing someone for the first time. Less formal salutations include “Greetings,” “Hello,” and “Good Morning,” or the person’s name.

BODY TEXT. Keep your writing brief and clear. Use correct spelling and proper grammar to be sure you are well understood.

CLOSING. Close with “Sincerely” and your name on the next line. Less formal closings include “Regards,” “With Thanks,” and “Warmly.”

SIGNATURE. Build and use a signature for your emails that has your current contact information and represents you professionally.

TIP: “Sent from my iPhone” or “Sent from my (fill in device name), please excuse any typos” is not a professional signature.

By definition, a memorandum—memo—is an informal written communication, usually sent within an office or company for quick and concise communication of news, requests and responses, procedures, and some employment-related information. Today the memo is as likely to be sent as an email as posted in the staff room.

The format for memos differs from business letters in address, salutation, content, and close. Memos can be typed on letterhead, but companies often have a standard memo form, printed or as a word-processing template. Memos may be sent as the body of an email or as an attachment. The basic address style is:

SUBJECT or RE: A brief but precise title, such as “Thursday’s New Business Presentation” or “Changes in Employee Health Insurance”

COPIES: Name(s) of other recipient(s) List names by order of established management hierarchy—highest to lowest position—or alphabetically. Use an alphabetized listing when the recipients are roughly on the same job level or share responsibility for a project. For memos with wide distribution, you may want to address them to a group (“The Staff,” “Purchasing Department,” “Birthday Party Planners”).

A memo does not have a salutation, and a memo gets to the point in a more direct manner than a typical business letter. The tone is usually casual and friendly, though the rules of good grammar and clear construction are always important. The informality of memos means that the writing is closer to a conversational style. Still, a business memo is not a personal letter, and memos should never include private information or waste the reader’s time by straying from the topic into marginal or unrelated issues.

Memos do not include the complimentary closing of business letters and are not signed by the sender, although some writers initial their memos. It never hurts to conclude with thanks or compliments or words of encouragement. (“We all know that this project is our first real shot at national recognition, and I really appreciate your willingness to put in the extra hours and effort to make it our best.”)

A set of stationery is called a wardrobe. Good stationery is also a representation of your image and should be a part of your professional wardrobe. In an increasingly digital world, correspondence on paper presents a great opportunity for distinction. Think of business stationery as a form of public relations. Whenever a piece of paper goes out, it should look good and suit the occasion, because its appearance reflects on the image and character of the business. To be prepared for most business communications, the effective businessperson’s stationery drawer should contain the following:

CORPORATE LETTERHEAD. This is an 8½ × 11-inch sheet of good-quality (high-cotton fiber and usually 24-pound weight) paper that is imprinted with the company name and other pertinent information, including full address and telephone number, fax number, email address, and website URL. Law firms, medical partnerships, and other professional groups may include a complete list of partners on the letterhead. (Note: This can be costly, considering that the letterhead must be reprinted whenever a partner joins or leaves.)

Letterhead can be used by anyone in the company for official correspondence, unless it is printed with the name and title of a company officer or a partner. The name and address of the company should be printed on the face side of the matching envelope. If a letter runs to more than a single page (generally, it should not), then use a blank second sheet of the same paper.

MONARCH SHEETS. Also called executive sheets, these measure 7¼ × 10½ inches and are used by individuals for personal business letters. Monarch sheets and their matching envelopes are imprinted with the name of the individual and the address of the business, but not the business name.

Monarch sheets are sometimes used as business letterhead by physicians, lawyers, consultants, and other professionals. In this instance, it is correct to print the name of the company or firm, address, and telephone and telecommunications numbers on the sheet. Monarch sheets used as corporate letterhead also may require second sheets in the same paper and size.

FORMAL ANNOUNCEMENTS

From time to time, companies send out formal printed announcements—notices of change of address and new office openings, additions to staff, promotions, deaths. Whether these announcements are conservative or creative depends on the company’s general graphic standards, its corporate image, and the occasion. Announcements should focus on a single item and, as with all good business writing, should quickly get to the point. Grammatically, a company or business name is always treated as a singular noun and requires a singular verb— “Smythe, Smythe & Jones is pleased to announce . . .”—but when the members of the company are emphasized, then the plural is used—“The Directors and Officers of Jones Company are pleased to announce . . .” Announcement cards and matching envelopes are ordered when needed. A formal announcement would read:

The Board of Trustees of High Q University

is honored to announce that

Michael Kemerling, PhD

has been elected to

The Fortescue Chair of Medieval Literature

and will assume the post

on the first of February,

two thousand eighteen

CORRESPONDENCE CARDS. These are used for short, personal messages, including thank-you notes. The cards are printed with the individual’s name only; the name and business address are printed on the matching envelope. Usually 4½ × 6½ inches, these cards are made of a heavier weight paper or card stock and do not fold.

ENVELOPES. Envelopes should match your corporate letterhead and other papers in size, quality, color, and printing style. Generally, return names and addresses are printed on the face side of envelopes to meet postal regulations. In fact, before placing any stationery orders, it’s a smart idea to check with your local postal authority for the most up-to-date rules. This applies to all mailings you send out, including windowed billing envelopes and response envelopes, as well as prepaid stamped envelopes of any kind.

BUSINESS CARDS. The last basic item in the stationery drawer is the business card, which is customarily presented during business occasions. Although there seems to be no end to the gimmicks offered for these small essentials, the classic is a 3½ × 2-inch card of heavy paper stock in white or ecru, printed in black or gray ink. Alternative sizes and shapes may not fit standard card holders or wallet slots.

The card should include only pertinent information: name and business title, business name, address, telephone (cell and/or landline as pertinent) and fax numbers, and email address. If your name is ambiguous (Marion, for example, or Pat), include your courtesy title (Mr. Marion Brown, Ms. Pat DiBernadino); otherwise, use your full name only. (See also the box “Your Trusty Business Card,” and “Business Cards”.)

A card printed on a special form to fit Rolodex-style address holders can be a real convenience for clients, suppliers, and others who frequently contact you by phone, fax, or email. Naturally, these cards should include the same information as your business card.

Business cards should always be handed out discreetly (never in the first minutes of meeting someone, thrown in a pile on a table, or during a meal) and accepted graciously. The information on your card should also be kept up-to-date, and the card should be clean and not creased, dog-eared, or folded.

In business correspondence, getting a person’s name and title correct is essential. Not only do name and title identify a person, but they also signify position and rank, achievement, and even self-concept. The person who receives your letter has an ego, and it may be a large one. If you have a history of correspondence, check your file letters from him; the courtesy or business title from the typed signature line will indicate how the person prefers to be addressed. This information may also be found on an executive letterhead or in a company directory or annual report. If necessary, there’s nothing wrong with calling your addressee’s business and making inquiries; asking for the right name—including spelling—and title shows concern and respect on your part.

	INSIDE & ENVELOPE	SALUTATION
US Government Officials
The President	The President, or The Honorable Full Name President of the United States	Mr. / Madam President Dear Mr. / Madam President
Former President	The Honorable Full Name	Sir / Madam Dear Mr. / Ms. / Mrs. Last Name
President Elect	The Honorable Full Name	Sir / Madam Dear Mr. / Ms. / Mrs. Last Name
The President’s Spouse	Mr. / Ms. / Mrs. Last Name	Dear Mr. / Ms. / Mrs. Last Name
The Vice President	The Vice President, or Vice President Full Name	Sir / Madam Dear Mr. / Madam Vice President
Cabinet Members	The Honorable Full Name (The) Secretary of (Department)	Sir / Madam Dear Mr. / Madam Secretary
U.S. Attorney General	The Honorable Full Name Attorney General of the United States	Sir / Madam Dear Mr. / Madam Attorney General
The Chief Justice (The Supreme Court)	The Chief Justice (of the United States) The Supreme Court	Sir / Madam Dear Mr. / Madam Chief Justice
Associate Justice (The Supreme Court)	(Mr. / Madam) Justice Last Name The Supreme Court of the United States	Sir / Madam Mr. / Madam Justice Dear Mr. / Madam Justice Last Name
Federal Judge	The Honorable Full Name Judge of the United States District Court for the ___ District of _________	Sir / Madam Dear Judge Last Name
Senator	The Honorable Full Name United States Senate (Use same form for state senators with the indication: The Senate of _______)	Sir / Madam Dear Senator Last Name
Representative	The Honorable Full Name United States House of Representatives (Use same form for state representatives and indicate name of representative body.)	Sir / Madam Dear Representative Last Name Dear Mr. / Ms. / Mrs. Last Name
State Governor	The Honorable Full Name Governor of ________	Sir / Madam Dear Governor Last Name
Chief Justice (State Supreme Court)	The Honorable Full Name Chief Justice of the Supreme Court of (State)	Sir / Madam Dear Mr. / Madam Chief Justice
Associate Justice (State Supreme Court)	The Honorable Full Name Associate Justice of the Supreme Court of (State)	Sir / Madam Dear Justice Last Name
Mayor	The Honorable Full Name Mayor of __________	Dear Mr. / Madam Mayor Dear Mayor Last Name
Alderman/Alderwoman Councilman/Councilwoman	The Honorable Full Name Alderman/Alderwoman Full Name Councilman/Councilwoman Full Name	Dear Mr. / Ms. / Mrs. Last Name Dear Alderman/Alderwoman Last Name Dear Councilman/Councilwoman Last Name
Foreign and Diplomatic
Foreign Head of State	His / Her Excellency Full Name Premier/President of _________	Excellency Dear Mr. / Madam Premier/President
Prime Minister	His / Her Excellency Full Name	Excellency Dear Mr. / Madam Prime Minister
Prime Minister of Canada	The Right Honourable Full Name, P.C., M.P. (, add other postnominal letters here) Prime Minister of Canada	Dear Prime Minister (Mr. / Madam Prime Minister is incorrect)
Royalty	Make inquiry to the embassy of the country for the correct forms of address.
U. S. Ambassador	The Honorable Full Name Ambassador of the United States	Sir / Madam Dear Mr. / Madam Ambassador
Foreign Ambassador	His / Her Excellency Full Name The Ambassador of ______	Excellency Dear Mr. / Madam Ambassador
U.S. Military
In general:	Military titles are numerous. The basic address form is: Rank, Full Name, Service Initials. In the address, rank may be written in full or abbreviated: Major, Maj., or MAJ.	Salutation style is: Dear Rank Dear Mr. /Ms. / Miss Last Name
Services	United States Army (USA) United States Navy (USN) United States Air Force (USAF) United States Marine Corps (USMC) United States Coast Guard (USCG)
Samples	General (GEN) Full Name, USA Commander (CDR) Full Name, USN Colonel (COL) Full Name, USAF First Sergeant (1SG) Full Name, USA Lieutenant (j.g.) (LTJG) Full Name, USCG	Dear General Last Name Dear Commander Last Name Dear Colonel Last Name Dear Sergeant Last Name Dear Mr. / Ms. / Miss Last Name (Use Mr., Ms., or Miss for Navy and Coast Guard officers below the rank of Lieutenant Commander.)
Military Academy	Private (PVT) Full Name, USMC Cadet Full Name United States Military Academy (or) United States Air Force Academy	Dear Private Last Name Dear Cadet Last Name
	Midshipman Full Name United States Naval Academy (or) United States Coast Guard Academy	Dear Midshipman Last Name
Retired Officers	Major (MAJ) Full Name, USA, Retired	Dear Major Last Name
Professional Titles
Attorney	Mr. / Ms. Full Name Attorney-at-Law Or, Full Name, Esq. / Esquire (Note: If using Esq. / Esquire do not use Mr. / Ms.)	Dear Mr. / Ms. Last Name Dear Attorney Last Name
Professional Designations: CPA, CLU, etc.	Full Name, CPA, (CLU, etc.) (Add designations in the order in which they were earned.)	Dear Mr. / Ms. Last Name
Physician, Dentist, Veterinarian	Full Name, M.D. (D.D.S., D.V.M.)	Dear Dr. Last Name
College / University Officers (with Ph.D.)	Dr. Full Name President (Chancellor, Dean) Full Name	Dear Dr. Last Name
Professor	Dr. Full Name or, Full Name, Ph. D. Professor of ________ (or) Professor Full Name	Dear D. Last Name Dear Professor Last Name
Religious Dignitaries
Pope	His Holiness, Pope Papal Name	Your Holiness Most Holy Father
Patriarch	His Beatitude the Patriarch of _______	Most Reverend Lord
Cardinal	His Eminence, First Name Cardinal Last Name Archbishop of _________	Your Eminence Dear Cardinal Last Name
Roman Catholic Archbishop / Bishop	The Most Reverend Full Name Archbishop / Bishop of ______	Your Excellency Most Reverend Sir Dear Archbishop / Bishop Last Name
Roman Catholic Monsignor	The Right Reverend Monsignor Full Name	Reverend Monsignor Dear Monsignor Last Name
Roman Catholic Priest	The Reverend Full Name	Reverend Father Dear Father Last Name
Episcopal Bishop	The Right Reverend Full Name (, add academic degrees) Bishop of ___________	Right Reverend Sir / Madam Dear Bishop Last Name
Methodist Bishop	The Reverend Full Name Bishop of __________	Dear Bishop Last Name
Mormon Bishop	Bishop Full Name Church of Jesus Christ of Latter Day Saints	Sir Dear Bishop Last Name
Protestant Clergy	The Reverend Full Name Or, with doctorate: The Reverend Dr. Full Name The Reverend Full Name, D.D.	Dear Mr. / Ms. Last Name Dear Dr. Last Name
Rabbi	Rabbi Full Name Or, with doctorate: Rabbi Full Name, D.D.	Dear Rabbi Dear Rabbi Last Name Dear Dr. Last Name
Imam	The Imam Full Name	Dear Imam Last Name
Multiple Names
Men with Different Surnames	Mr. Ian M. Green Mr. James L. Black Or, Messrs. I. M. Green and J. L. Black Or, Messrs. Green and Black	Gentlemen Dear Mr. Green and Mr. Black Dear Messrs. Green and Black
Women with Different Surnames	Ms. / Mrs. Jane F. Jones Ms. / Mrs. Ann B. Smith Or, Mesdames J. F. Jones and A. B. Smith Or, Mesdames Jones and Smith	Mesdames Dear Ms. / Mrs. Jones and Ms. / Mrs. Smith Dear Mesdames Jones and Smith (Mesdames refers to multiple adult women married or not, similar to “ladies”.)
A Group of Men and Women	Ms. Ann Smith and Messrs. Ian Green and James Black Messrs. Green, Black, White Mesdames Smith and Jones	Dear Ladies and Gentlemen Dear Ms. Smith and Mr. Green
Physicians in Joint Practice	Dr. Ian M. Green, Dr. Jane F. Jones, and Dr. Ann B. Smith	Dear Drs. (Doctors) Green, Jones, and Smith
Married Couples
When the woman uses her husband’s name, prefers the title “Ms.”, or uses her maiden name	Mr. and Mrs. John F. Kelly Mr. John Kelly and Ms. Jane Kelly (Note: Do not link Ms. to the husband’s name: Mr. and Ms. John Kelly is incorrect) Mr. John Kelly and Ms. Jane Johnson	Dear Mr. and Mrs. Kelly Dear Mr. Kelly and Ms. Kelly Dear Mr. Kelly and Ms. Johnson
Rank: Elected Office, Military Rank	The person of higher rank is always listed first, regardless of gender: The Honorable Jane Kelly and Mr. John Kelly The President and Mrs. Kelly Major (MAJ) Jane A. Kelly and Captain (CPT) John F. Green, USA	Dear Senator Kelly and Mr. Kelly Dear President and Mrs. Kelly Dear Major and Captain Kelly
Rank: Professional or Educational Degree	Dr. Jane Kelly and Mr. John Kelly The Reverend Jane A. Kelly and Mr. Kelly	Dear Dr. and Mr. Kelly Dear Reverend (Rev.) and Mr. Green
Both have doctoral degrees	Dr. Jane Kelly and Dr. John Kelly Dr. John Kelly and Dr. Jane Johnson	Dear Drs. (Doctors) Kelly Dear Dr. Kelly and Dr. Johnson Dear Drs. (Doctors) Kelly and Johnson

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