Identify the user and purpose

The user (recipient) and the purpose determine whether you use an email or a letter.

The level of formality in the writing depends on the recipient and the purpose.

When you write emails or letters for work, use the right format and tone for the purpose.

Users vary. They include:

• people outside government
• colleagues in the department or agency
• colleagues in other departments or agencies.

Consider the kind of relationship that you have with the recipient.

Emails and letters have many purposes. These include:

• providing or seeking information
• giving advice or requiring action to enforce a law or regulation
• taking part in a discussion or negotiation about a topic or issue.

Assess the formality based on context and policy

Letters are more formal than emails, but the differences are becoming blurred. Emails are now used for some formal official correspondence.

The more formal the purpose, the more likely it is that you will use a letter instead of an email. But the choice is not clear-cut and depends on your organisation’s preferences. Make sure you know what they are.

Write in clear language with appropriate tone

Always write in plain language.

Consider the needs of the person who will get the email or letter and choose the right tone.

Confirm privacy rules before you write to someone

Take steps to confirm details are up-to-date before sending letters containing personal information.

Address blocks

Include the recipient’s name and postal address at the top of the letter. Make sure the recipient’s details are correct.

If you’re sending a letter to someone in an organisation, include:

• the recipient’s position
• the branch or division they work in
• the name of the organisation.

Use information only if it is accurate, up to date, complete and relevant. If necessary, contact a recipient to confirm their address.

Emailed letters

For letters you send electronically:

• Consider using secure messaging services like myGov rather than email.
• With emails, explain in the covering text that the email has a letter attached.

Electronic letters are more accessible for some people than paper letters. For example, a person who is blind or has low vision can access electronic documents by using screen-reading software.

CC and BCC fields

Send emails to people only if they need the information.

Copy people into an email if they need the email for information only.

• Include recipients in the ‘To’ field only if you need them to act on something in the email.
• Use the ‘CC’ field if people all know each other or can look up an email address with ease.
• Use the ‘BCC’ field to send an email to a group of people who don’t know each other. Use of BCC protects people’s privacy by not disclosing their name or email address.

Use your organisation’s letter templates

Use the organisation’s template for letters. The template will include any branding you need to use, including letterhead.

Using a template helps the recipient know that the letter is official and that they can trust it. It is also part of the organisation’s brand and shows consistency.

Include dates in letters

Include the date you are sending the letter so that the recipient knows when you wrote it. This is especially important if they need to do something or if you are notifying them of a decision.

Write a clear and concise subject line

Be clear and concise with the subject line. It should sum up the purpose of the email.

Write the subject line as a heading that helps people know what is in the email and why they should read it. As for all headings, it is good practice to put the main idea first. This is especially helpful when people read emails on smaller screens. A long subject line might not be displayed in full on smaller screens.

People are more likely to open an email if the subject is clear. It is also easier to find the email later.

Avoid using expressions and words that make the email look like spam or like a suspicious email.

A subject in a letter is like a subject line in an email. It’s what the recipient will read first and must make the purpose of the letter very clear.

Keep it short but informative.

Use a salutation and sign-off to match the formality

The salutation and sign off should match the level of formality.

The most formal salutations are rarely useful. It is best to address a person by their name and preferred title.

The first email in a conversation should include the recipient’s name and an appropriate salutation. Use ‘Dear’ in a more formal context and ‘Hi’ in a more informal context, such as emailing a colleague.

If you don’t know the recipient for an email or letter, use ‘Dear’, the recipient’s title (Ms, Mr, Mrs, Mx, Dr) and their last name. 

Use the correct and preferred title for people of different gender identities. ‘Mx’ refers to non-binary people and those who do not wish to be referred to by their gender. Use ‘Mx’ when a person indicates this is what they prefer, but not otherwise.

If you do not know the recipient’s preferred title, you can simply use a person’s given name with their family name.

Follow specific conventions when addressing ministers, royalty, diplomats and other officials.

Be careful of using a shortened name if you aren’t sure the recipient uses it.

At the end of the letter or email, include a sign-off that matches the salutation. Use ‘Yours sincerely’ if you know the person’s name. Use ‘Yours faithfully’ if you do not.

Structure the body to help the user

Plan what you are going to write. Think about:

• who the email or letter is for (the recipient)
• why you’re sending it.

Stay on topic and write only what the recipient needs to know. For emails, send separate emails about separate topics. It helps keep the conversation clear. It also helps the recipient find the information later.

Use one idea per paragraph. If it will make the email or letter clearer, use headings.

Structure emails and letters so that the recipient knows what’s most important as soon as they open it. Keep the email or letter as short as possible. People will be able to read and understand it quickly if you omit unnecessary detail.

The body of an email should reflect the subject line. It should tell the recipient:

• why you’re sending the email
• what they need to do or understand.

The body of a letter is where you give more details about the subject. Include:

• an introduction stating why you’re sending the letter
• what the recipient needs to do or understand
• any information the recipient needs to know so they can do what you have asked them to
• a list of extra pages, such as a form
• a concluding sentence or paragraph.

Attach only documents that are relevant to the email or letter.

If you include links in emails or electronic letters, make sure they’re accessible and check they work. Do not use URLs in emails or letters. Link a word or phrase so the reader is clear about where the link will take them.

Check your organisation’s policy about links in emails and electronic letters. They can look suspicious to people receiving them.

Never use an emoji in formal correspondence. Use emojis only when you’re sure they are appropriate, and don’t rely on them for meaning.

Include your signature block

Every email should include a signature block with information about the sender and their organisation. This could be you or the person or team responsible for the email.

Follow your agency’s requirements, which may include your:

• name
• position or role
• branch and division
• organisation
• work phone number
• work email address.

In a letter, when appropriate, add the details of a contact person if there is one. Never include someone’s contact details if you haven’t asked first.

Check for style and writing errors

Use the organisation’s style guide or template.

Check the letter or email before sending it, even if it’s a quick email to a colleague. A typographical error (‘typo’) can mean the recipient has to reply with questions instead of knowing what to do.

Follow your organisation’s rules for archiving

Follow your workplace’s guidelines for record keeping and managing security.