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WritingEffective Letters Eckstein Hall, Suite 240 1215 W. Michigan St
Milwaukee, WI 53233 414.288.3313 [email protected] WRITING EFFECTIVE LETTERS Contents TOPIC PageI Introduction 1II Appearance A. Electronic Submission of Letters 1 B. Hard Copy Letters 2 C. Font Style, Size and Color 2 D. Signing Cover Letters 2 E. Spacing 3 F. Error-Free 3III Style and Format 3 A. Writing Style 3 B. Length 4 C. Sentence and Paragraph Structure 4 D. Page Margins 4 E. Format 4IV Before Writing: Research 5 A. Internet Resources 5 B. Human Resources 5 C. Other Resources 5V Content 5 A. Address/Date/Employer Address/Salutation 5 B. Introduction/First Paragraph 7 C. Body/Second Paragraph 8 D. Conclusion/Last Paragraph 10 E. Closing and Signature 11 F. Naming the Employer 11VI Additional Key Points 11 A. Irrelevant or Unnecessary Information and 11 Documents Not Requested B. Organize Printed Applications 11VII Points for Graduates A. Shift in Career Focus 12 B. Gap in Work History 12 C. Confidentiality 12 Appendix: Sample Letters 13 I. INTRODUCTIONWell-written letters powerfully and positively impact your candidacy and are part of your professionalbranding. The type of letter most frequently associated with a job search is the cover letter (sometimescalled “letter of interest” or “letter of intent”). A cover letter is a preliminary or “cover” communication thataccompanies and frames your application materials. There are other types of communications you maydraft in the course of a job search, including a thank you letter (see, Guide to Thank You Correspondence inthe Career Planning Handbook), a letter of continued interest, or a request for a meeting. This Guideaddresses cover letters only. Always give thoughtful consideration as to the actual purpose and audienceof a letter before drafting it
Legal employers tend to rely on cover letters when selecting candidates for interviews because writing andreasoning skills are essential skills for practicing attorneys. Failure to meet expectations for quality,structure, and content of letters is likely to impact your candidacy. Using example letters and advice fromother industries and general online resources may be to your detriment because of the unique andsignificant emphasis placed on cover letters in the legal profession
II. APPEARANCECover letters need to be professional and meet readers’ expectations in terms of content and appearance
This section addresses the standard for appearance for letters sent electronically and in hard copy
A. Electronic Submissions of Letters Most employers request that cover letters be submitted electronically either as email attachments or uploaded into online application systems. As such, the electronic appearance of the letter is important in terms of structure and appearance. A cover letter that is being attached and/or uploaded should be saved as a PDF file prior to uploading/attaching the document. Doing so preserves the intended format. After you save the document as a PDF, you should always open the document and confirm that the font size and style remain as intended, that tabs and bulleted points remain aligned, and that the document retained its single-page status. (Most cover letters should be a single page in length.) The title of the saved letter needs to be professional and informative. Best practice indicates that you should save a letter using your first and last name and with a term that indicates to the reader the nature of the document. You may also want to include the employer’s name as a quality check to confirm you are attaching the correct letter for the receiving employer: Joseph.Pagel.Letter.Foley.pdf
When an employer requests an application be sent by email, the email itself should not serve as the cover letter unless an employer expressly directs you to use an email for this purpose. A formal business letter should be drafted as a Word or Google document, saved as a PDF, and attached
Cover letters attached to emails must be drafted using the structure of a formal business letter, including a header, inside address, date field, salutation, and closing. See pages 3-5 and 6-12 of this Guide for detailed discussions of formatting and content of business letters. The email should serve as a concise preamble to the attached documents and should include brief statements as to the purpose of your email, your interest in the employer and the position, and a notice of the documents included. For example: Writing Effective Letters, p. 1 Dear Atty. Williamson: I am contacting you to apply for the law clerk opening with Jackson, Benn & Williamson, S.C. I am excited about this opportunity because my long-term goals include focusing on family law, and I understand that 90 percent of the firm’s practice is family-law related. Additionally, I grew up in New Berlin, so I know exactly where your firm is located
You will find attached to this email my résumé and cover letter. If you have any difficulty opening either of the PDF documents, please contact me
Sincerely, Michelle Hills Marquette University Law School Candidate for Juris Doctor, May 2023 414.555.3413 [email protected]B. Hard Copy Letters It is increasingly rare that you will apply in hard copy, but when you do, the documents you prepare must meet the standards for quality. This means that the paper, the envelope, and the printer must all be top quality. The paper and envelope should exactly match the paper color and quality you use for your printed résumé. Use white, off-white, or pale gray standard letter paper (8½ " x 11") of 25% or greater cotton bond. A high-quality bond will significantly enhance the “feel” and appearance of your printed documents. Your cover letter should be printed using a high-quality printer. A laser printer is available for student use in the Career Planning Center
C. Font Style, Size and Color Regardless of a letter being sent in hard copy or electronically, the standard for appearance in terms of font style, size, and color remain the same. The font used for your cover letter should be of a style and size that can be easily read and are considered professional. It is not necessary that your cover letter and résumé be of the same style type. Cover letters should be prepared using 12-point or 11-point font, nothing smaller or larger. The color of the font throughout the entirety of the document should be black. Black font is required irrespective of the document being submitted electronically or in hard copy. Legal documents remain traditional, so highlighting text with font color is not appropriate
D. Signing Cover Letters Electronically submitted letters still require signatures. You have several options to execute an electronic signature: 1. Print the letter, sign it in blue or black ink, and scan it back into an electronic file
2. Create a signature through the Adobe Acrobat Reader PDF program if you have a compatible version
3. Create an electronic signature using an app like SignEasy or DocuSign
4. Use the following to denote an electronic signature: /s/ George W. Webb Writing Effective Letters, p. 2 The signature block of a letter does not change in format if you are signing a letter that will be submitted electronically. You still end with a closing followed by three blank lines and then your typed name. Place the signature in the space between the closing and your typed name
Example electronic signature block: Sincerely, /s/ George W. Webb George W. WebbE. Spacing Letters should be single-spaced with double-spacing between paragraphs
F. Error-free This should be obvious, but too frequently the Career Planning team finds students submitting letters with errors and/or employers share with the Career Planning team errors they found in student-submitted letters. So, we will say it big and bold: PROOFREAD YOUR COVER LETTER CAREFULLY. Any error, no matter how minuscule, sends the message: “I don’t care enough about a possible job with you to be thoughtful, thorough and precise. And, by the way, I likely won’t be thoughtful, thorough and precise if you hire me.” If your letter has an error, it is highly likely it will end up in the discard pile during the initial screening of applicants
Check your letters for these COMMON ERRORS: Misspelled proper nouns, including employers’ names, recipients’ names, and names of academic institutions
Letters addressed to the wrong employer or contact
The absence of an inside address and/or date field
Use of first names in salutations. (Never use a first name in a salutation in a cover letter.) III. STYLE AND FORMATAlthough the letters you draft will differ in purpose, there are components of style and format that areconsistent for all job-related correspondence
A. Writing Style Cover letters must be written in a style and with a tone that are professional and approachable
Word choice and sentence structure set the tone of the letter. Your letters can at the same time be professional and convey your energy and personality. Be deliberate in your vocabulary choices. Do NOT copy language from an example letter, as it may not prove to be a good fit for you. A sentence reading, “I would like very much to discuss the law clerk position with you,” and a sentence reading, Letters should be professional and personable. Find your voice and use word choice and sentence structure to convey energy and personality
Writing Effective Letters, p. 3 “I am excited to meet with you to discuss the law clerk opportunity,” are both professional and achieve the same goal. Which style is “right” is contingent on your personality and how you want to present yourself to an employer
Advanced writing skills are essential for a practicing attorney, so you should assume that employers will scrutinize your cover letter carefully and critically while assessing your writing skills and, to an extent, your reasoning ability
B. Length Your letters should not exceed one full page consisting of three or four paragraphs. There are exceptions when longer letters are appropriate, but it is a rare instance for a law student to justify a letter longer than a single page
C. Sentence and Paragraph Structure Your cover letter should permit a quick, easy reading. To this end, it is best to keep your sentences short and to the point and to avoid long, rambling paragraphs. The fundamentals of good writing apply to cover letters. Paragraphs need topic sentences that are developed by supporting statements. A topic sentence that reads, “My legal experience, business acumen, and work ethic will allow me to achieve in this position...,” must follow with sentences that discuss all three points -- legal experience, business acumen and work ethic
D. Page Margins Use at least one inch left and right margins for your cover letter. Your top and bottom margins can be a bit smaller, i.e., .7 to .75 inches. Margins should balance the use of white space and text on the document. Don’t cram text onto the page by reducing margins. The result will be a document that is cluttered and discourages readers from engaging
E. Format Lawyers draft letters frequently in practice, so demonstrating an ability to draft a letter that is formatted accurately is important. When writing letters, you have three formatting options: (1) block, (2) modified block, and (3) semi-block. The examples at the end of this Guide should be used as a reference for proper letter formatting
You have three formatting The most common layout of a business letter is known as block options for your cover letters: format. In block format, the entire letter, apart from the Block Modified Block letterhead, is left justified and single spaced except for a double Semi-Block space between paragraphs. Modified block is another common format. This format has the body of the letter left justified and single-spaced, and the date and closing are in alignment starting at center of the page. The final – and least used – style is semi-block. It is modified block style except that each paragraph is indented instead of left justified
Your letter should include the same professional letterhead you use on your résumé
Writing Effective Letters, p. 4 IV. BEFORE WRITING: RESEARCHYour letter should be employer-centered and employer-specific. Accordingly, before you send a letter toany prospective employer, you must thoroughly research the employer. The information you gather will beused in your cover letter to make the employer feel as though you are particularly interested in and are veryenthusiastic about working for the organization. If you are responding to a posted job opportunity, theposting often provides insight into the employer and what it values in a candidate. Otherwise, there are avariety of potential resources for your basic research, with Internet resources and individuals familiar withthe employer being the best. When researching prospective employers, look for information such aspractice areas, size and growth pattern, location(s), mission or philosophy statements regarding clientsand/or the organization’s practice, reputation, history or background, awards, “in the news” items, etc
A. Internet Resources There are numerous websites containing valuable information. Your go-to resources will depend on the employer in which you are interested and the type of information you are seeking. For a discussion of some of the more useful and prominent online resources for information about legal employers, please see the handout titled Online Research Resources included in the Career Planning Handbook. Employer web pages also are a tremendous source of information and should be thoroughly explored first when available. There are a variety of other websites that should be visited depending on the type(s) of positions you are targeting. We encourage you to speak with a member of the CPC professional staff to identify the online resources that best fit your job search needs
B. Human Resources Individuals familiar with an employer are excellent sources of information, particularly for employers that do not have prominent online presences. For employers lacking quality online information, networking and informational meetings become necessary. Good resources may include a MULS student or alum who works for or has worked for the employer, a fellow student who previously interviewed with the employer, attorneys who handled cases where the employer was involved either as opposing counsel or as a client, and/or a member of the CPC staff. These individuals can be the source of inside information, which is often the best information. Inside information enables you to learn what it’s really like to work at an employer and other key information such as the employer’s needs and goals and what the employer values in a candidate
C. Other Resources The CPC maintains a collection of “Employer Critique Forms,” which are forms that contain feedback provided by Marquette students over the years based on their experiences with employers
V. CONTENTYour letter should include (i) your contact information, (ii) the date, (iii) the employer’s name and address,(iv) the salutation, (v) the introduction, (vi) the body, (vii) the concluding paragraph, and (viii) theclosing/signature block
A. Address/Date/Employer Address/Salutation 1. Contact Information. Your contact information is the first content on the page. We recommend using the same letterhead that you use on your résumé to give uniformity to your Writing Effective Letters, p. 5 professional application materials. You must include an email address and a telephone number. You are not required to include a mailing address in your letterhead on application materials. If you like, you may include street address, city, and state. You also have the option to include only city and state, but location information is not essential
2. Date. The current date, with the month written out, should be placed below your header either flush with the left margin or at the mid-point of the page. The date and closing/signature block must be aligned, both having the same left margin
3. Employer Address and Salutation. The inside address, located below the current date, must include the name and title of the person to receive the letter, the name of the person’s organization, the street address, city, state, and zip code
You must be thoughtful in selecting the recipient of your letter
Whenever possible avoid sending a letter addressed to “To whom it may concern.” The most effective letters are directed Whenever possible, to a specific person. If you are responding to a posted address letters to a opportunity, always send your application materials to the specific person. person identified in the posting. If you are sending a proactive Avoid: “To whom it application, the recruiting contact may be identified on the may concern.” employer’s website. If a recruiting contact is not easily identified, you may need to research the organization and/or talk with others who are familiar with your target employer. You can always call the organization and inquire as to whom you should direct your letter. Large law firms often identify recruiting contacts on their NALP Forms, which are found at https://www.nalpdirectory.com/
The recruiting contact for many legal employers commonly is a non-attorney serving a HR/administrative function (e.g., recruiting coordinator/office manager/personnel director)
Since attorneys generally play a significantly greater role in the decision-making process with regards to hiring, depending on the circumstances, it may be more effective First names to direct a cover letter to an attorney in addition to the should recruiting contact, assuming you have some sort of NOT connection with the attorney. If you send a letter to multiple be included in individuals with the same employer, professional courtesy salutations
requires that you indicate in the letter that you also have contacted a colleague of theirs (who you identify with a cc at the bottom of the letter). Small law firms often don’t have a recruiting coordinator, office manager or HR administrator, so likely you will be addressing your letters to attorneys
When sending a letter as part of a proactive job search where you have identified an employer that does not have a known or advertised position, you should select a lawyer who is a likely decision maker and/or who has experience practicing in the area of law you hope to pursue
Salutations ALWAYS should include “Dear” and the recipient’s title (e.g., Mr./Ms./Mx./Atty.) and last name, e.g., “Dear Ms. Jones:” First names should NOT be included in salutations
Writing Effective Letters, p. 6 B. Introduction/First Paragraph The introduction should be brief and clearly accomplish two objectives: 1) grab the reader’s attention thereby enticing him/her/them to read the rest of the letter; and 2) provide information including who you are, what you want, and why you are interested in the position and the employer
1. Grab the Reader’s Attention. Whenever possible, the opening line should identify a contact/mutual acquaintance and/or articulate a connection with the reader or a specific interest in the person or employer
a. The name of a contact/mutual acquaintance. The most powerful and effective opening line comes in the form of a name drop. Assuming the reader (i) knows the person you identify, and (ii) respects that person, the reference alone might generate an offer to interview, if only as a favor to the person named. Below are two examples of opening lines that employ “name dropping.” Suzanne Howe, General Counsel of XYZ Manufacturing, a client of your firm, suggested that I write to you. Ms. Howe identified you as a source of information for me as I research law firms in the area with outstanding labor and employment practices
Attorney Jack Taylor recommended that I contact you regarding my interest in securing a summer associate position with Reynolds & Paulsen
b. A connection with the reader or a specific interest in the person or employer. If you have no names to drop, the next best thing is to identify a connection or a specific interest in the person or employer
The better you can I enjoyed reading your profile in the October issue of the demonstrate that you Chicago Lawyer in which you described how your firm is researched the employer, actively involved in patent litigation in connection with the better you will be technological advances in the automotive industry. able to express enthusiasm and conviction in your letter about your I am interested in working for Havens, Richard & Wilkie in interest in the job
part because of the firm’s strong international trade practice. It is my intent to practice in the international trade area, and I have carefully geared my course of study and job experiences towards this goal
2. Who you are, what you want, and why you are interested in the position/employer. In the introductory paragraph, you need to tell the reader who you are, why you are writing him/her/them, and why you are interested in the employer and position. How you define yourself in this regard will vary according to your audience, but be employer-centered, i.e., focus as much as possible on the employer—its work, location, size, reputation, etc. The better you can demonstrate that you researched the employer, the better you will be able to express enthusiasm and conviction in your letter about your interest in the job. Note that many employers, particularly government and public interest organizations, are mission-driven and prefer cover letters that discuss the applicant’s commitment to the constituencies and/or issues the organization represents
The following are examples of opening paragraphs (the language that addresses who the writer is and what s/he is seeking from the reader is in bold)
Writing Effective Letters, p. 7 I was excited to learn that ABC Insurance is again hiring summer law clerks. I understand from comments made by previous law clerks that your company provides diverse and interesting work opportunities. In addition to being a first-year law student, I am a licensed insurance agent in the state of Wisconsin, and I am enthusiastic about the chance to work with ABC’s legal team
I welcome an invitation to meet with you to discuss my qualifications for and interest in this position
Professor Jackson Woodley and Attorney Elizabeth Peters, who I understand are professional acquaintances of yours, recommended I contact you. Both are aware of my intent to practice elder law and on separate occasions identified Reed, Irving & Krueger as a firm with an outstanding elder law practice. As a graduate of Marquette Law School, I am actively searching for an associate position which would give me the opportunity to practice in this field. I am aware that Reed Irving & Krueger has not advertised a need for a new associate; however, I appreciate your consideration of the enclosed résumé, and I value meeting with you at this time to learn more about your firm’s practice
I am enthusiastic about the prospect of joining Zimmerman & Dorney as a law clerk for several reasons, including the opportunity the firm offers its clerk to work on diverse legal issues
I am motivated to learn new areas of the law and am very interested in assisting the legal team on issues involving child custody disputes, personal injury claims, and trust and estates. I am a second-year law student at Marquette University, and I would like to meet with you to discuss my interest in the position currently available
I am active in a Madison-area job search, so I am familiar with Stone, Allioto & Graf and would welcome an invitation to meet. I find Stone, Allioto & Graf’s stated approach to practice refreshing. Specifically, I like Stone’s focus on fundamental skills including writing, researching, negotiating, and creative problem solving. My practical experiences and coursework denote my skills in these areas and position me to serve the firm’s clients well
C. Body/Second Paragraph 1. Objective. The primary objective of the body of the second paragraph is to convince the reader he/she/they needs to meet you by stressing “fit” regarding your relevant If a lot of your sentences qualifications. To accomplish this, the letter should reflect start with “I,” chances your knowledge of the employer and highlight why you are are your letter is “candidate-centered” a good match for the job in terms of your skills and rather than “employer- experiences. You should identify specific skills (or qualities) centered.” transferable to the work you will be expected to perform, and experience that is relevant and/or demonstrates that you possess the skills you identify. In addition, you should explain why/how your specific skills and experiences will directly benefit the employer
2. Be Employer-Centered. Like the opening paragraph, the body paragraph of the cover letter should be tailored to the employer and to the specific position, showing that you understand the position and that you have researched the employer. If many of your sentences start with “I,” chances are your letter is “candidate-centered” rather than “employer-centered.” The paragraph should reflect your research of and familiarity with the employer and position targeted, including applicable qualifications
Focus your discussion of your relevant skills and experiences as much as possible on the employer. If you are responding to a job posting, the framework for the second paragraph should come from the posting, i.e., specifically, any skills/qualities and experiences identified in the posting. For example, if you are responding to a posted opportunity for which the employer Writing Effective Letters, p. 8 is seeking someone to assist in general litigation and who has strong research and writing skills, the letter should be drafted accordingly
The following are examples of employer-centered second paragraphs. The first two examples are developed from a job posting with clearly stated qualifications
I appreciate that Waak Brown & Brixius values hiring a law student with exceptional research and writing skills and solid academic credentials. My academic performance and my research and writing skills position me well to meet and exceed the firm’s expectations. The strength of my legal skills is demonstrated in part by the fact that I was hired as a research assistant for my real estate professor and that I earned honors grades in both of my legal writing courses. As a student intern at the Marquette Volunteer Legal Clinic, I have been able to further develop practical skills through researching and analyzing a wide variety of legal issues. Finally, my academic performance places me well within your expectations of the top half of my class as I am currently ranked in the top third. I truly look forward to the opportunity to use the skills and experiences I have acquired to the benefit of the firm’s attorneys and clients
I understand that Perez & Arnett values hiring a law clerk with strong writing skills and who is self-motivated. My prior experiences evidence my strengths in these areas. As a first-year law clerk with a local company, I researched and prepared legal memoranda on a number of issues, which developed my writing skills well beyond those acquired in legal research and writing courses. Moreover, having worked professionally for small companies before law school, I appreciate how each person plays a vital role to the organization and that self-motivation is very important. For example, as a quality auditor for Custom Millwork in Ohio, I worked away from the corporate office and was responsible for setting my own goals, planning my own schedules, and making independent decisions to benefit the company and its clients. I look forward to applying my motivation and writing skills to the work of Perez & Arnett
I am currently serving as student practitioner in the Milwaukee Trial Division, so I am aware of the qualities necessary to be effective as an attorney with the State Public Defender’s Office (SPD). Practicing under the Wisconsin Student Practice Rule, I manage misdemeanor and felony cases, and I regularly appear on behalf of clients in proceedings ranging from intake court to sentencings. Because of the work I am doing on behalf of the SPD, I am prepared to immediately assume responsibility on cases as an attorney
Moreover, my internships with Legal Aid Society and the Marquette Volunteer Legal Clinic further developed my practical lawyering skills, including my ability to work well with diverse clients. Finally, my course of study, which includes criminal law and procedure, criminal investigations, and trial advocacy, complements the work of the SPD. I am excited to bring my knowledge of and enthusiasm for criminal defense work to the position
3. Avoid Repeating Your Résumé. Rather than rehashing your résumé, expand on it. Highlight your strengths and point out relevant experiences. Choose a few points about yourself that you know to be of most value to the employer based on your research, then include them in the letter with examples from your background that support these points. Try to communicate intangibles that your résumé does not include – such as leadership, organizational, or advocacy abilities – that would be specifically useful to the position
Writing Effective Letters, p. 9 4. Stick to the Facts. Cover letters should contain “hard” detailed data about you, not “soft” abstract information. Avoid boilerplate language or sweeping conclusions about your qualifications without specific examples to back up your statements
Support your statements of qualifications with specific examples
STRONG: My employment history and academic experiences indicate that my writing and research skills compare favorably to your firm’s expectations. My skills are evidenced by my recent employment as an academic support leader for a legal writing and research professor and by my prior experience as an intern to Justice Rebecca Bradley of the Wisconsin Supreme Court. As an intern, I wrote numerous bench memoranda and assisted in drafting opinions, including an opinion on the economic loss doctrine, which was argued successfully by a member of your firm’s appellate advocacy practice
WEAK: The enclosed résumé reflects my commitment to numerous activities and organizations and demonstrates my strong work ethic and ability to organize and manage time efficiently and effectively
D. Conclusion/Last Paragraph The objectives of the last paragraph include Take time to draft a final restating enthusiasm for the position with the paragraph that retains receiving employer, identifying documents your letter’s tone and included, and establishing relevant next steps. For denotes enthusiasm for example, if you are applying to an employer outside the specific employer
Milwaukee and you plan to be in the employer’s community, indicate when you would be available for an interview. It is also smart to note your willingness to meet with the recipient, regardless of location, on a date and at a time convenient for the contact. For out-of-state employers, consider a statement of your willingness to travel for an interview at your own expense if the employer is located a significant distance from Milwaukee
In addition, indicate whether you plan to follow up. When sending cold (proactive) letters, you should state that you plan to follow the letter with a phone call, e.g., “I will call within the next two weeks to set up a time to meet.” Despite being short and having straight-forward objectives, take time to draft a final paragraph that retains your letter’s tone and denotes your enthusiasm for the receiving employer. After carefully crafting a letter that distinguishes your candidacy through demonstrated knowledge of the employer and a discussion of relevant skills, avoid defaulting to standard end-of-letter language, meaning don’t use boilerplate language like, “Thank you for your consideration. Do not hesitate to contact me.” Below are examples of a closing paragraph
Because the practice focus is a perfect fit with my interests, I am excited to explore a future with Chen Law Firm. If I have not already heard from you, I will call the week of September 9th to confirm that you received this letter and to determine whether you would like to schedule an appointment for us to meet. Thank you for considering the included résumé
I welcome the opportunity to talk with you about my interest in working as a law clerk at Patel & Patel. I appreciate the firm did not have a job posted, and I know that you are busy, so if I do not hear from you within the next two weeks, I will contact Writing Effective Letters, p. 10
Of font style, size, and color remain the same. The font used for your cover letter should be of a style and size that can be easily read and are considered professional. It is necessary that your not cover letter and résumé be of the same style type. Cover letters should be prepared using 12-point or 11-point font, nothing smaller or larger. The color of the font throughout the entirety of the
Email: [email protected] If you are unable to visit the Career Services Center during regular business hours, feedback for your resume can be provided via email. Send your resume and/or cover letter with a brief explanation of what it will be used for. Please allow two business days for a response.
Although letters will differ depending on the audience or the subject, your letter should usually have the same basic elements: Always start by putting your main message up front. Some people feel that bad news should be buried.
It’s especially important in letters to engage the reader by using pronouns. Refer to the reader as you, but not if it sounds accusatory or insulting. That doesn’t mean that you should put your letter in passive voice. Instead, put the emphasis on the agency by using “we”. You were not very clear. We did not understand your message.