Module 23: Writing Memos and Letters — Overview

Communication in the office is quite different from personal communication. In the office, we need to keep in mind office procedures and rules. Written communication in the office is meant as much for record as for reference. Two very important kinds of written communication in the office are memos and letters. The aim of this module is to provide a comprehensive understanding of how to write effective memos and letters for various purposes.

Learning outcomes: After completing this lesson, the learner recognises different styles of letters; identifies different components of effective letters; develops the ability to use clear, concise and professional language in memos and letters; and composes memos and letters based on real-life situations.

23.1 Memo

The Longman Concise Dictionary of Business English defines memo as "an informal written or typed message to someone in the same office or organisation, sent in place of a letter," or "a short informal note or report on some deal or event or conversation." A memo is a brief written message used primarily for internal communication within an organization. Memos are used to share information, updates, or instructions with colleagues or subordinates. A memo is generally used for sending messages from one department to another within the same organization.

Structure of a Memo

• Heading: Includes the word "Memo" or "Memorandum," date, to, from, and subject.
• Opening: Briefly states the purpose of the memo.
• Body: Provides detailed information, including background, discussion, and any action required.
• Closing: Summarizes the memo's main points or actions needed, and includes a polite sign-off.

Sample Memo (Textbook Example)

MEMORANDUM
4th Nov. 2000
From:- Director (Building)
Subject:- Security Measures
To:- The Security Manager

After three incidents of theft of scooters in the previous week from our parking shed, it is important that security measures should be tightened with immediate effect. A strict check at the entrance and exit gates is required. Only permanent token holders should be allowed to park their vehicles in the parking shed.

(a) Please issue identity cards to all the employees of the establishment with their recent photographs.
(b) Each employee should be given a token for his/her vehicle.

A full-time parking shed caretaker should be appointed with immediate effect. Financial sanction be obtained. Manager (Personnel) be consulted about the recruitment rules.

Please discuss these and other security measures with members of the staff. Their suggestions will be welcome.

Sd/
Director (Building)

The short form of memorandum is memo. Office memos are: neither letters nor notices; they provide instruction and information.

23.1.1 How to Write a Memo

While writing a memo you should keep in mind the following points:

• State the subject clearly and precisely.
• Get to your main message directly.
• Make your sentences short and simple.
• Give preference to direct statements using personal pronouns if necessary. For example, instead of saying, "The chairman has desired that all section heads prepare monthly reports on the implementation of the project and submit the same to the undersigned for compilation," you can say: "I have been asked by the Chairman to compile all monthly reports on the implementation of the project. Please send me a report pertaining to your section by the 7th of the month."
• Break up your message into points.
• Make it brief because your reader may be a busy person and may not have time to read a long message.

23.2 Letter

A letter is a written message from one party to another containing information. Letters can be formal or informal and are used for a variety of purposes including communication with external entities like businesses, institutions, or individuals.

Structure of a Letter

• Sender's Address: Your address at the top right corner.
• Date: Below the sender's address.
• Recipient's Address: The address of the person you are writing to, placed on the left, starting below the date.
• Salutation: "Dear [Name/Title]," to greet the recipient.
• Body: Introduction, main content, and conclusion.
• Closing: "Yours sincerely," followed by your signature and name.
• Enclosures: Mention any documents you are including with the letter.

Tips for Effective Letter Writing

• Be Clear and Concise: Use simple language and get straight to the point.
• Use Proper Format: Follow the structure for letters closely.
• Proofread: Always check your writing for spelling and grammar mistakes.
• Be Courteous: Maintain a dignified tone throughout your letter.

23.2.1 Letter of Complaint

A letter of complaint is a formal way of communicating your dissatisfaction with a service or product. It is important to be clear, concise, and respectful, even when you are unhappy with something. We often have to write letters of complaint to various organisations. This skill is very useful when you need to convey issues with a product or a service in a formal and constructive manner.

While drafting letters of complaint we have to state the complaint clearly and be polite without blaming anyone. We also have to give relevant references and details. We must state very clearly what we want the company to do.

Additional pointers: Stay polite and respectful — even if you are upset, a polite tone is more likely to result in a positive outcome. Provide evidence — attach or mention any receipts, warranties, or photographs that support your complaint.

Sample Letter of Complaint

From:-
24th Dec, 2023
Rocky Pens
Mayapuri Industrial Area, New Delhi

To:-
Neverlock Fountain Pens
Okhla Estate, New Delhi

Subject:- Defective supply.

Dear Sir,

We wish to complain about the 500 ball point pens supplied vide your invoice letter No. NL/RP/. FP/ 2023 dated 28th Nov, 2023.

We regret to inform you that only 100 pens are in working order. Rest of the supply has one or two of the following defects:
Cracks in caps
Loose clips
Dry refills

Please replace the 400 defective pens at the earliest.

Looking forward to your early action.

Yours sincerely
A D Gupta

The above letter contains: sender's name, date and address; address of person or firm intended for; subject; body with references, nature of defect, and request for replacement; and closing.

23.2.2 Letter of Enquiry

A letter of enquiry is formal communication asking for specific information or details. It should be clear, concise, and to the point, ensuring the recipient understands exactly what information you are seeking. This type of letter is used when you seek information, clarification, or details about something — a course, product, service, or any general information. By mastering the art of writing enquiry letters, you can effectively communicate your curiosity and obtain the information you need.

Sample Letter of Enquiry

From:
International Correspondence College,
21st Jan. 2001
New Delhi

To:-
M/s. Eagle Offset Printers.
Naraina Vihar,
New Delhi

Subject:- Enquiry about the progress of printing and supply of lessons.
Ref.:-
(i) Your letter No. ICC/L/Eagle/2000, date 19th Dec.
(ii) Your letter No. ICC/L/Eagle/2000, date 12th Nov.

Dear Sir,

With reference to the above subject you are requested to let us know the following:
No. of lessons yet to be printed.
No. of illustrations yet to be made.
Date of dispatch of the printed material.

We would like to inform you that you are already late by two weeks.
As per clause 3 (b) of the agreement a fine of Rs. 100/- per day will be charged for delay in completion of the assignment.

Kindly treat this matter as most urgent and send us the material immediately.

Yours sincerely,
(Vinod Mankad)
Dy. Director

While writing a letter of enquiry remember: the contents should mention references (letters and agreements) of both parties (sender and addressee); the enquiry should be specific; and it should make clear that the matter is urgent and needs special attention.

Memo vs Letter — Key Differences (What Have You Learnt)

• Letters are written on a letter head but memos are written on a plain sheet of paper or on a memo format.
• The format for letters and memos is different.
• The style of writing is indirect in letters but is direct in memos.

Practice Situations from the Textbook

The module provides several practice tasks to build real-life writing skills. For memos, learners may reorder jumbled memos (e.g. Supervisor's memo on Misuse of Computers — correct order: subject observation first, then problems listed, then measures required). Other memo tasks include: organising a community service project for street kids and requesting volunteers with date, time, and sign-up details; reminding students as Class Representative about project submission deadline and contact person; announcing a Viksit Bharat school event as Head of Student Council with date, time, location, and preparations.

For letters of complaint, practice includes: Manager of VXT Textiles writing about wrong supply (Chennai Cotton instead of Silk Sarees); faulty Samsung smartphone from Amazon; poor service at Swagat restaurant Ahmedabad; incorrect Airtel bill for unsubscribed plan. For enquiry letters, completing blanks in Trendy Furniture Ltd.'s tender enquiry to SJ School Delhi (words: enquiry, reference, manufacturers, details, requirement, terms) and writing enquiries about courses, laptops, and NGO volunteering.

Terminal examination tasks include completing an incomplete complaint about silky blankets (order 1200 in 12 boxes, received 900 in 9 boxes), ordering sentences in a leave-confirmation memo to Mr. Rakesh Kumar, writing a memo as Head of Student Cultural Committee, and requesting permission from Principal for a science exhibition on World Students' Day (October 15, Dr. A. P. J. Abdul Kalam's birthday).

Worked writing example (from Problem Solving)

Exam-style task: You are the Administrative Officer of Green Valley Senior Secondary School, Jaipur. Write a memo to all teachers informing them that the staff meeting will be held on Monday, 15 September 2025, at 2:00 p.m. in the Conference Room to discuss the Annual Day preparations. Request them to come prepared with their activity plans.

Study the complete model answer below in NIOS format. Copy the structure (addresses, subject, body, close) when you practise. Use Fullscreen to read comfortably.

Exam tip: Use clear To/From/Date/Subject; keep body short; end with authority line. Memo = internal, not a full external letter.

Find four more full model answers in the Problem Solving tab of this lesson.