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1. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
MEMORANDUM
Introduction
1. A memo is a compact written message designed
to help someone remember something.
2. Having been employed in companies and
organizations, it becomes part of the institutional
memory of an organization.
3. The purpose of memo includes:
a) To convey important information
efficiently
b) To speed up the daily business of doing
business
c) To record daily activities and eliminates
the need for time consuming meetings
4. The content of memos varies widely from:
a) Giving recommendations
b) Outlining new procedures
c) Announcing personnel changes
d) Conveying confidential information
Language in a memo
1. The tone of a memo is generally fairly formal;
therefore, choice of words is to be given
emphasis appropriately.
2. It is inappropriate to be too informal (use of
slangs and uncommon abbreviated terms),
however, do not make it verbose and flowery
either.
3. Make the information clear and concise.
4. If possible, project the sentences in the active
voice rather than passive to deliver the
information effectively.
Format of a memorandum
1. The format of a memo follows the general
guidelines of business writing:
a) A memo is usually a page or 2 long
b) Single spaced
c) Left justified
d) A new paragraph is signified by skipping
a line between sentences
e) Use of headings and lists to draw attention
to important points
2. The segments of the memo should be allocated in
the following manner:
HEADER 1/8 of memo
OPENING (CONTEXT AND
TASK)
1/4 of memo
DISCUSSION AND
SUMMARY
1/2 of memo
CLOSING AND
ATTACHMENTS
1/8 of memo
3. Different organizations may have different
formatting procedures; the structure may change
according to the message.
Audience and purpose
1. Memos have a twofold purpose:
a) They bring attention to problems
b) They solve problems
2. They achieve their goals by informing the readers
about the information and persuading them to take
an action.
3. Memos are most effective when they affiliate the
purpose of the writer with the interest or needs of
the readers.
4. The range of audience needs to be chosen wisely
to ensure that all of them read the memo.
5. If the memo is issued to one person, it is not wise
to send the memo to the entire office as it will
create confusion among the staffs.
Parts of a memo
HEADING
SEGMENT
1. The heading segment follows
this general format:
To Reader‟s name and
job titles
From Your name and job
title
Date Complete and
current date
Subject What the memo is
about
2. Make sure the information is
correct.
3. Form a concise and specific
subject line.
OPENING
SEGMENT
1. The purpose of a memo is
usually found in the opening
paragraph and it includes:
A. Purpose of the memo
B. The context and
problem

2. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
C. The specific task
2. A brief overview is necessary to
inform the readers what the
memo is about before jumping
into the details.
3. The length of the introduction is
determined by the style of the
memo; the more direct the
memo plan, the more explicit
the introduction should be.
PURPOSE
1. The inclusion of the purpose of
the memo helps clarify the
reasons for readers to read the
document.
CONTEXT
1. The context is the
a) Event
b) Circumstance
c) Background of the
problem the writer is
solving
2. A paragraph of a few sentences
is adequate to establish the
background and state of the
problem
3. Only include what the readers
need, but make sure it is clear.
4. For example, „Through market
research and analysis…‟ is
sufficient to explain the context.
TASK
1. It is an essential portion of a
memo that either describes:
a) What the writer is
doing to solve the
problem
b) If the action is
requested, the writer
can indicate that by
saying: “You asked that
I look at..”
c) The writer‟s intention.
It can be indicated by
saying “To identify the
characteristics of
specific market we
chose, I have
outlined…”
2. Be convincing to assure the
readers that a real problem
exists.
3. Do not ramble on with
insignificant details.
4. To do that, plan before writing.
5. Make sure the purpose
statement forecast divides the
subject into the most important
topics that decision makers
need.
DISCUSSION
SEGMENT
1. It is the longest portion of the
memorandum that includes all
the details that support the
ideas.
2. Begin with the most important
information like key findings or
recommendations.
3. Start with the most general
information and move to the
specific supporting facts.
4. This segment includes:
a) Supporting ideas
b) Facts and research
5. Include strong points and
evidence to persuade the readers
to follow the recommended
actions.
CLOSING
SEGMENT
1. After the readers have absorbed
all the information, close with a
courteous ending that state what
action the readers must take.
2. Make sure to consider how the
readers will benefit from the
desired action: “I will be glad to
meet you to discuss about the
offer.”
SUMMARY
SEGMENT
1. If the memo is longer than a
page, it is advisable to include a
separate summary segment.
2. But, this section is unnecessary
for short memo.
3. This segment provides a brief
statement of the key
recommendations reached.
4. It will help readers understand
the key points of the memo
immediately.
5. It may also include references
to the methods and sources used
in the research.

3. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
NECESSARY
ATTACHMENTS
1. Document the findings or
provide detailed information
whenever necessary.
2. It can be done by attaching
these at the end of the memo:
a) Lists
b) Graphs
c) Tables
3. Add notation about what is
attached below the closing.
10 tips for writing a more effective memorandum
1. Understand your audience
2. State the purpose and main points clearly
3. Support conclusion with evidence
4. Acknowledge unanswered questions
5. Cite the sources of information
6. Place bulky data and analysis in appendices
7. Use white space and formatting
8. Use headlines and bulleted lists
9. Use the organization‟s standard memo format
10. Proofread carefully
Types of memorandum
1. There are 4 types of memorandum:
A. Information
B. Problem solving
C. Persuasion
D. Internal memo proposals
INFORMATION
MEMO
Delivers or requests
information or assistance
1st
paragraph:
Main idea
2nd
paragraph:
Expansion and elaboration of
the details
3rd
paragraph:
Outline of the required
actions
PROBLEM SOLVING
Suggests a specific action
to improve a situation
1st
paragraph:
Problem statement
2nd
paragraph:
Problem analysis
3rd
paragraph:
Recommendations
When writing
recommendations, include not
only the positive details, but
also the drawbacks and
diffuse them yourself
PERSUASIVE MEMO
Encourages the readers to
undertake an action they
do not have to take
1st
paragraph:
An agreeable point
2nd
paragraph:
Introduction of ideas
3rd
paragraph:
Benefits to the readers
4th
paragraph:
Outline of the required
actions
5th
paragraph:
Call to action
INTERNAL MEMO
PROPOSAL
Conveys suggestions to
the senior management
audience
 The audience can be the
superior in an organization
or someone outside the
organization that probably
knows nothing out your
organization, your position,
problems and solutions.
 Keep the information in
mind and describe the
subject fully.
 The audience wants to be
persuaded that you‟ll do a
good job with the topic.
 The purpose is to obtain
permission to proceed with
the internal proposal topic.
 The message should be
described in different
sections. Here are the
subjects to be covered:
i. Name of
organization
ii. Position in
organization
iii. Problems identified
and possible
solutions
iv. Specific, concrete
and tangible
solution
v. Audience
vi. Ancillary topics like
costs and time spent
vii. Research to conduct
to make the
proposals

4. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
BUSINESS LETTERS WRITING
7 Principal Elements
1. Most business letters have seven standard
elements:
A. Letterhead
B. Date
C. Inside address
D. Salutation
E. Body
F. Complimentary close
G. Signature
Formats of business letters
1. There are four common formats for the business
letter:
A. Unblocked format
B. Semi-blocked format
C. Blocked format
D. AMS simplified letter format
UNBLOCKED FORMAT
 Indented 2/3 of the way across the page:
i. Writer‟s address
ii. Date
iii. Closing
iv. Writer‟s signature
v. Typed version of the writer‟s name
and job title
 The first line of each paragraph is indented a
few spaces.
Writer‟s address
Date
Recipient‟s name and
address
Subject
Salutation
Body
_______________________________________
_________________________________________
_________________________________________
_______________________________________
_________________________________________
_________________________________________
Complimentary close
Writer‟s signature
Typed version of writer‟s
SEMI BLOCKED FORMAT
 The first line of the paragraph is lined up with the
left margin (No indentation)
 There is an extra blank line between paragraphs to
signal the start of a new paragraph.
 Indented 2/3 of the way across the page:
i. Writer‟s address
ii. Date
iii. Closing
iv. Writer‟s signature
v. Typed version of the writer‟s name
Writer‟s address
Date
Recipient‟s name and
address
Subject
Salutation
Body
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
Complimentary close
Writer‟s signature
Typed version of the
writer‟s name and job
title
BLOCKED FORMAT
 Lined up with the left margin:
i. Writer‟s address
ii. Date
iii. Recipient‟s address
iv. First line of each paragraph
v. Closing
vi. Writer‟s signature
vii. Typed version of the writer‟s name
and job title
 There is an extra blank line between
paragraphs.

5. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
Writer‟s address
Date
Recipient‟s name and
address
Subject
Salutation
Body
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
Complimentary close
Writer‟s signature
Typed version of the writer‟s name and job title
AMS SIMPLIFIED LETTER FORMAT
• No salutation.
• The subject line replaces the salutation and is
typed in all CAPITAL LETTERS.
• The rest of the letter copies blocked format by
lining up to left margin.
Writer‟s address
Date
Recipient‟s name and
address
SUBJECT
Body
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
Complimentary close
Writer‟s signature
Typed version of the writer‟s name and job title

6. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
EXAMPLES OF BUSINESS LETTERS
Letter of transmittal
1. This letter normally contains 3 short paragraphs.
1st
paragraph State what is being
transmitted and why it is
being transmitted
2nd
paragraph Describes the items
transmitted in moderate detail
For example, if a report is
being transmitted, the
description would include:
- Major sections of the
report
- Major conclusions
3rd
paragraph Expresses hope or satisfaction
with the subject transmitted
2. Modified BLOCKED format with indentions is the
usual format for this type of letter Always include
an enclosure notation.
Letter of acceptance
1. This letter is written in order to accept a received
job offer.
2. It should be written within 1 week of receiving the
offer.
3. Use SEMI BLOCKED format of business letter
(No indentation)
4. The organization is normally as follows:
1st
paragraph State that you accepted the
job. Include the exact title of
the job and salary
2nd
paragraph Discuss details about the
position, especially the date
you will begin working
3rd
paragraph Short statement of goodwill,
usually indicating that you are
looking forward to starting
your new job
Acknowledgement letter
1. In this letter, you acknowledge receiving an item
(letter, box, or something).
2. It serves as a good public relations practice.
3. In this letter you mention what and when items are
received in a short and polite manner.
4. Use BLOCKED format (all lined up to left margin
with no indentation)
5. The organization is as follows:
1st
paragraph Gesture of acknowledgment
with other details of service,
product, relevant issue etc.
2nd
paragraph  Describe relevant specific
points
 Clarify the objective
 Confirm receipt of the
product or service
 Thank the addressee for
delivering the requested
items or information
 Hope for any further
communication
Letter of inquiry
1. It normally contains 3 short paragraphs.
1st
paragraph  Specifies the subject of the
inquiry
 Indicates why the inquiry is
being made
2nd
paragraph Lists the specific items or
questions that the letter wants
to be answered. Presented in
bulleted list form.
3rd
paragraph Indicates a deadline by which
the items being requested or
the answers to questions need
to be supplied
2. Usually BLOCKED with indentions format is used
with this letter type.
Letter of reply to inquiry
1. This letter normally is written in UNBLOCKED
format (indentation)
2. The organization can be arranged as follows:
1st
paragraph Acknowledge that you have
received the inquiry letter and
you are writing in response to it.
Express your appreciation for the
letter of inquiry. You can say:
a) Thank you for your letter
of … regarding /
concerning / in
connection with …
b) I refer to your enquiry
about / relating to …
c) I have received your
letter of … requesting
information about …

7. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
2nd
paragraph Explain action taken as a
consequence of the inquiry. You
can say:
a) I have (reviewed our
available stock) …
b) We held a meeting on 21
January to discuss
possible solutions.
c) I have checked/looked
into/investigated (the
possible approaches) …
Give the exact information
requested
 Check the questions or
information requested in
the inquiry letter whether
you have answered all of
them or not
 When answering yes to a
request for an
appointment or
reservation, repeat in
your letter all the details
such as:
a) Date
b) Time
c) Place
3rd
paragraph Establish goodwill and
suggesting contact
Letter of Promoting New Products or Special Offers
1. This “good news” letter aims to:
a) Influence the reader; perhaps to buy a
product
b) Pay an overdue account or consider an
application for work.
2. The interest of the reader must be aroused so that
a) he/she is motivated enough to respond to
the letter
b) in a positive manner
3. Many persuasive letters follow the AIDA format
of writing.
4. Normally uses BLOCKED format (lined up to left
margin and no indentation)
1st
paragraph Use attention-getting devices
to attract reader‟s attention
and appeal to their personal
interests.
You can open the letter with a
surprising fact, funny
anecdote or thought
provoking question:
a) (Name of company) is
turning 30 this month and
as a token of appreciation
of your kind patronage
over these years, we are
offering at least 20%
discount on all its cooking
utensils.
b) Having issues with your
look? We, at NadiaQ HQ
are proud to introduce you
to our latest and hot
selling supplement for
your future best look.
c) Are you tired of winter?
Are you dying to get away
for a dream vacation?
Ijakin Travel is pleased to
offer six exciting vacation
packages at unheard of
low prices.
2nd
paragraph Describe the product or
service concisely with much
detail to raise awareness to
reader‟s desire:
a) The purpose of the
product
b) How your offerings differ
from other companies
c) Benefits of the product to
them
You can say:
i. There will be limited
stock of certain
instruments; so do come
over early to get the best
deals.
ii. We can assure you that
we never compromise on
our quality standards and
are one of the best in the
market at present. This
product has its grasp on
overseas market also and
has a very good
reputation. Our products
are available at very
competitive prices. Our
new product is attracting
a great positive feedback
from the customers. And

8. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
many of our clients are
fully satisfied with it.
3rd
paragraph Show how to take action
Close your letter by asking the
reader to purchase your
product or service.
Tell readers exactly what you
want them to do next, whether
that's come in for a product
demonstration or sign up for a
free trial of your service.
Provide all of the information
they'll need to do this,
including your phone number,
location and hours of
operation.
You can say:
Please call 555-5555 and let
us help you start right. Your
future is in your hands
Letter of application
1. Make it one page long.
2. Use SEMI BLOCKED format.
3. Follow this set of guidelines:
1st
paragraph State:
a) Position or internship you
are applying for
b) How you learned of the
organization or position
c) Basic information or
qualifications about
yourself.
2nd
paragraph Tell why you are interested in
the employer or type of work the
employer does (Simply stating
that you are interested does not
tell why, and can sound like a
form letter).
Demonstrate that you know
enough about the employer or
position to relate your
background to the employer or
position.
Mention specific qualifications
which make you a good fit for
the employer's needs.
Refer to the fact that your
resume is enclosed. Mention
other enclosures if such is
required to apply for a position.
3rd
paragraph Indicate that you would like the
opportunity to interview for a
position or to talk with the
employer to learn more about
their opportunities or hiring
plans.
State that you would be glad to
provide the employer with any
additional information needed.
Thank the employer for her/his
consideration.
Letter of complaint
1. Most examples of this letter type contain 3 short
paragraphs.
1st
paragraph State the problem and make a
specific claim that will correct
the problem
You can say:
a) I am writing to inform
you that the goods we
ordered from your
company have not been
supplied correctly.
b) I am writing to inform
you of my dissatisfaction
with the food and drinks
at the 'European
Restaurant' on 18
January this year.
2nd
paragraph Describe the sequence of
events involved in the
creation of the problem and
describe the problem in detail.
Dates, serial numbers and
other factual data are to be
included.
a) The Aloe Vera Gel with
serial number 136890028
has reached its expiry
date. I purchased it at the
Yuijo Drug Store in
Seremban.
Request timely correction of
the problem

9. KHAIRUNNADIAH BINTI MOHD SAMUDDIN
a) I am writing to ask you
to please make up the
shortfall immediately
and to ensure that such
errors do not happen
again.
b) Could I please ask you to
look into these matters?
3rd
paragraph Include warning and closing
like “I‟m afraid that if these
conditions are not met, we
may be forced to take legal
action. I look forward to
hearing from you shortly”
2. Usually uses BLOCKED format, but with
indentions.