MEMO

What is a memo?

A memo is:

a hard-copy (sent on paper) document used for communicating inside an organisation

usually short

contains To, From, Date, Subject Headings and Message sections

does not need to be signed, but sometimes has the sender's name at the bottom to be more friendly, or the sender's full name to be more formal. If in doubt, follow your company style.

Example Memos

To: Katherine Chu, Regional ManagerFrom: Stephen Yu, SalesDate: 14 October 2012Subject: Notification of My Resignation

I am writing to inform you of my intention to resign from G & S Holdings.

I have appreciated very much my four years working for the company. The training has been excellent and I have gained valuable experience working within an efficient and professional team environment. In particular, I have appreciated your personal guidance during these first years of my career.

I feel now that it is time to further develop my knowledge and skills base in a different environment.

I would like to leave, if possible, in a month's time on Saturday, 17 November. This will allow me to complete my current workload. I hope that this suggested arrangement is acceptable to the company.

MEMO

To:  Health & Safety CommitteeFrom: Joe Chan, Chairperson, H&S CtteDate: 14 Oct '12  Subject:  Room change for next meetingThe meeting on Saturday, 17 November has been changed to Room 101.

Once again, thank you for your support.

How to write E-mail

E-mail Guidelines

E-mail: InboxTo:  All members of staff 

From:  Jennifer Ranford <j.ranford@firm.com>  

Date:   14 October 2012  

Subject:  E-mail Writing Guidelines 

  

Please note and follow the guidelines below concerning the writing of company e-mail messages.  

1. SubjectsGive the message a subject/title. E-mail messages without a subject may not be opened because of a fear of viruses and especially note that it is very easy to forget to type this important information.  

2. Subject contentsKeep the subject short and clear but avoid such headings as: ‘Good News’, ‘Hello’, ‘Message from Mary’. These headings are common in messages containing viruses. Short but specific headings are needed,

e.g. Order No. 2348XDelayed ShipmentLaboratory Equipment Order 

3. GreetingsStart the message with a greeting so as to help create a friendly but business-like tone. The choice of using the other name versus the surname will depend on who you are writing to. If you have communicated with the receiver previously and he/she is at a similar level to you, then the use of the other name would be appropriate. If the receiver is more senior to you, or if you are in doubt, it would be safer (particularly in the first communication) to use the person’s surname/family name together with a title,e.g. Dear Mr Smithson, Dear Ms Stringer.

It is also becoming quite common to write the greeting without a comma,e.g. Dear Miss Lawson e.g. Dear KK  

4. PurposeStart with a clear indication of what the message is about in the first paragraph.Give full details in the following paragraph(s).Make sure that the final paragraph indicates what should happen next.e.g. I will send a messenger to your office on Tuesday morning to collect the faulty goods.e.g. Please let me have your order by the beginning of the month. 

5. ActionAny action that you want the reader to do should be clearly described, using politeness phrases. Subordinates should use expressions such as 'Could you...' or ' I would be grateful if...'. Superior staff should also use polite phrases, for example, 'Please...'.  

6. AttachmentsMake sure you refer, in the main message, to any attachments you are adding and of course make extra sure that you remember to include the attachment(s). As attachments can transmit viruses, try not to use them, unless you are sending complicated documents. Copy-and-paste text-only contents into the body of the e-mail. If you use an attachment, make sure the file name describes the content, and is not too general; e.g. 'message.doc' is bad, but 'QA Report 2012.doc' is good.   

7. Endings End the message in a polite way. Common endings are:Yours sincerely, Best regards, Best wishes, Regards,If you did not put a comma after the greeting at the beginning of the message, then do not put a comma after the ending either,e.g. Best wishes e.g. Regards  

8. NamesInclude your name at the end of the message. It is most annoying to receive an email which does not include the name of the sender. The problem is that often the email address of the sender does not indicate exactly who it is from, e.g. 0385915d@polyu.edu.hk 

Please follow these guidelines with all e-mail messages that you send.

Kind regardsJennifer RanfordHuman Resources Manager 

Enquiry Letters

Introduction

Letters of enquiry describe what the writer wants and why. The more unusual the request, the more convincing the reason needs to be.

Content

Subject Heading

This should inform the reader that this is an enquiry or request; e.g.

Enquiry about Textbooks

Request for Brochure

Query about Website

Question regarding Product Components

First Paragraph

This should tell the reader what you want; e.g.

Please send me... (for things that the organisation offers to send)

I would be grateful if you could tell me... (for things that are not normally offered)

I am writing to enquire whether... (to see if something is possible)

I would especially like to know... ( + a more detailed request)

Could you also... ( + an additional enquiry or request)

Second Paragraph

This paragraph tells the reader why you are contacting his or her organisation, and gives further details of the enquiry.

There are two reasons why you may contact an organisation:

you have contacted this organisation before, and want to again.

you  have  not  contacted   this  organisation  before,  but   you  have  heard  about   them.  You   should describe from where, such as from an advert or a recommendation; e.g. 

I saw your advert in the HK Daily on Wednesday, 10 October 2012. 

Your company was recommended to me by Ms. Elsie Wong of Far Eastern Logistics. 

Final Paragraph

This paragraph should contain a polite expression and/or an expression of thanks to the reader. The degree of politeness (and therefore the length), depends on how unusual or difficult your request is. Possible language includes:

Thanks. (For a very informal and normal enquiry or request)

I look forward to hearing from you.

I am looking forward to hearing from you.

Thank you for your assistance.

Thank you very much for your kind assistance.

I appreciate that this is an unusual request, but I  would be very grateful for any help you could provide. I look forward to hearing from you. 

If you think the reader might have further questions, you can suggest that he or she contact you; e.g. 'If you have any questions, please do not hesitate to contact me'.

Example letters

Rich Lucky Trading Company 345, Nathan Rd, Kowloon, H.K.

15 October 2012

Hi-fashion Garment LtdUnit 398Shek Kip Mei Industrial Estate

Dear Sir or Madam

Request for Catalogue

Please send me your current catalogue.

Your company was recommended to me by Ms. Elsie Wong of Far Eastern Logistics. Our African customer is interested in importing a range of printed 100% cotton cloth.

I look forward to hearing from you.

Yours

K.K. Chan

K.K. Chan Merchandiser

 

How to Reply to Enquiries

Content of replies:

Acknowledging receipt of an enquiry/request- Thank you for your letter of … regarding / concerning / in connection with …- I refer to your enquiry about / relating to …- I have received your letter of … requesting information about …

Explaining action taken as a consequence of the enquiry- I have (reviewed our available stock) … - We held a meeting on 21 January to discuss possible solutions. - I have checked/looked into/investigated (the possible approaches) …

Making suggestions / justifying recommendations / pointing out pros and cons / hedging - The best choice would be … since …- I highly recommend … as / due to the fact that …- … would probably be more suitable because …- … seems to suit you better although …- Perhaps you should choose … even though …- I suggest that you (should) choose …- I recommend this item since …- In view of the fact that …, I would strongly recommend … as …

Apologising and rejecting proposals- While I appreciate your firm’s need for this information, I regret that …- It will not be possible to … for legal reasons. We are bound to …- Your proposal is of interest to us, and we have had consultations about it. - However, we feel that it will not be in our interests to … for reasons of (privacy). - We are concerned that …

Stipulating action requested or to be taken- We shall arrange for … by …at the latest. - I shall see to it that …- Our company will arrange for …

Establishing goodwill and suggesting contact- I hope this suggestion/information will be useful to you.- I hope this information will prove useful to you.- I hope that this information will help you to make decisions on your order.- I look forward to hearing from you.- I look forward to receiving your confirmation of …- I look forward to doing business with your company in the future …- Please feel free to contact me again if you have any further queries on …- Do contact me on 27615432 if you need further information.- Please do not hesitate to contact me on 27615432 if I can be of further assistance.  

Example letters

NOVELTY SAFETY EQUIPMENT LTD14th Floor Shun Koo Building

Aberdeen Hong Kong

15 Oct 2012

Attn: Mr Tim Lee ManagerSun Lee Consultancy Ltd 198 Fa Yuen Street MongkokKowloon

Dear Mr Lee

Enquiry regarding fire extinguishers

Thank you for your enquiry regarding our newly released range of fire extinguishers.

You will see from the enclosed catalogue that the range has been extended to include some highly efficient portable extinguishers for use on construction sites.

We are offering to our existing customers a 15% discount on orders of extinguishers from this new range.

We look forward to your increased order at this discount rate.

Yours sincerely

Silvia Choi

Silvia Choi Merchandising Manager

Enc. 1

How to Write Complaint Letters

Introduction

Letters of complaint usually include the following stages:

1. Background2. Problem - cause and effect

3. Solution

4. Warning (optional)

5. Closing   

1. BackgroundThis section describes the situation; e.g.

o I am writing to inform you that the goods we ordered from your company have not been supplied correctly.

o I attended your exhibition Sound Systems 2012 at the Fortune Hotel (22-25 January) and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organizational problems.

o I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues.

o I am writing to inform you of my dissatisfaction with the food and drinks at the 'European Restaurant' on 18 January this year. 

2. Problem  Cause:

o On 5 October 2012 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.

o Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable.

o You sent us an invoice for $10,532, but did not deduct our usual 10% discount.

o We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book.  

  Effect:

o This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.

o Even after spending several wasted hours trying to register in this way, the computer would not accept my application.

o I am therefore returning the invoice to you for correction.

o This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books.

3. Solution

o I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.

o Could I please ask you to look into these matters.

o Please send us a corrected invoice for $9,479

o I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday.  

4. Warning (optional)

o Otherwise, we may have to look elsewhere for our supplies.

o I'm afraid that if these conditions are not met, we may be forced to take legal action.

o If the outstanding fees are not paid by Monday, 22 October 2012, you will incur a 10% late payment fee.   

5. Closing

o I look forward to receiving your explanation of these matters.

o I look forward to receiving your payment.

o I look forward to hearing from you shortly.

 

PolitenessThe tone of complaint letters should not be aggressive or insulting, as this would annoy the reader and not encourage them to solve the problem. In addition, questions such as 'Why can't you get this right?' should not be included.

Content

The content should contain enough details so that the receiver does not have to write back requesting more. 

Legal action is not normally threatened in the first letter of complaint, unless the situation is very serious.

Example letters

Fortune Goods317 Orchard Road

Singapore

12 October 2012 

Attn: Mr David Choi Sales Manager Everlong Batteries171 Choi Hung Road 

Hung HomHong Kong

Dear Mr Choi

Re. Order No. 768197

I am writing to inform you that the goods we ordered from your company have not been supplied correctly.

On 5 October 2012 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.

This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.

I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies.

I look forward to hearing from you by return.

Yours sincerely     J. WongJ. Wong Purchasing Officer 

How to Reply to Complaints

Useful Expressions

Acknowledging receipt of a complaint letter

Thank you for your letter of … regarding / concerning / in connection with … I refer to your letter of … about / relating to …

Apology for the error or fault

We must apologise for … We sincerely apologise for …

Please accept our apologies for …

I would like to apologise for the error made by our company in (verb+ing)

Accepting the Complaint

We agree that the usual high standards of our products / services were not met in this instance.

A short explanation of the fault

Introductory phrase o As a result of our investigation, we found that... (Not: After our investigation...)

Causes

o The error was caused by … / was due to …

o Apparently, the problem was the result of … / resulted from …

o The cause of / reason for the mistake was …

Effects

o As a result …

o This led to …

o Consequently …

Solutions

o We have modified / changed our ...

o We have implemented a system to...

o To prevent re-occurrences we have set up a verification procedure.

Assurances

o We assure you that this will not happen again.

 

Investigation to be made

We are currently investigating the cause of ... We will investigate the cause of...

Proposal to settle the difficulty

As a gesture of our regret, we are prepared to …/ we are willing to …/ we would like to … To show goodwill, we will …

An offer to take goods back, make a replacement, give a discount etc.

We have dispatched the new items by express courier. They should arrive by Wednesday, 17 October 2012.

To show our goodwill, we would like to offer you a 5% discount on your next order with us.

Regret at dissatisfaction

While we can understand your frustration, ... We understand how disappointing it can be when your expectations are not met.

Rejecting responsibility for the problem leading to the complaint

I regret to inform you that … I am afraid that …

Unfortunately, I must point out that …

Reasons for the rejection

This is because the guarantee period has expired. This is due to the fact that the guarantee period has expired.

If a third party (another person or organisation) is to blame, direct the complainer to that party

We therefore suggest that you contact...

A concluding paragraph aiming at retaining the goodwill of the customer

We look forward to receiving your further orders, and assure you that they will be filled correctly / promptly.

 

Example Letters

Everlong Batteries171 Choi Hung RoadHung Hon, Hong KongTel/Fax 2235 244915 Oct 2012

Mr J WongPurchasing OfficerFortune Goods317 Orchard RoadSingapore

Dear Mr Wong

Order No. 2639/L

Please accept our apologies for the error made by our company in filling your order no. 2639/L dated Thursday, 11 October 2012.

You ordered 12,000 size Ultra super-long-life premium batteries, but our dispatch office sent 1,200. This was due to a typing error.

The balance of 10,800 batteries was dispatched by express courier to your store this morning and will arrive by Monday, 22 October 2012.

Since we value your business, we would like to offer you a 10% discount off your next order with us.

We look forward to receiving your further orders and assure you that they will be filled correctly.

Yours sincerely   David ChoiDavid ChoiDistributions Manager