CHAPTER 13
Business Letters, Memos, and E-mails
“If he [the person you are replying to] is rude, be specially courteous. If he is muddle-headed, 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:
- Identify business situations that require writing letters, memos, and e-mails.
- Write simple, complete, and persuasive letters and memos.
- Know the essentials of good business correspondence.
- Plan written communication by first considering the needs, levels, and expectations of readers.
- Acquaint yourself with different formats of letters, memos, and e-mails.
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