CHAPTER 12

Business Letters, Memos, and E-mails

"If he [the person you are replying to] is rude, be specially courteous. If he is muddleheaded, be specially lucid. If he is pig-headed, be patient. If he is helpful, be appreciative. If he convicts you of a mistake, acknowledge it freely and even with gratitude.”

—Sir Ernest Gowers

Upon completion of this chapter, you should be able to:

1. Identify business situations that require writing letters, memos, and e-mails.
2. Write simple, complete, and persuasive letters and memos.
3. Know the essentials of good business correspondence.
4. Plan written communication by first considering the needs, levels, and expectations of readers.
5. Acquaint yourself with different formats of letters, memos, and e-mails. ...