**CHAPTER I. CORRESPONDENCE SYSTEM**

1-1 [Purpose]{.underline}.

This chapter contains information on how letters and memorandums

are written and controlled for general, secretarial, White House,

and congressional correspondence.

A. For details on preparing letters, see Chapter II.

B. For details on preparing memorandums, see Chapter III.

C. For details on preparing secretarial correspondence, other

than congressional correspondence, see Chapter IV.

D. For details on preparing White House correspondence,

see Chapter V.

E. For details on preparing congressional correspondence, see

Chapter VI.

1-2 [Use]{.underline}.

Use of this handbook is mandatory departmentwide. All prior

versions are obsolete.

A. Correspondence may not be prepared contrary to the

procedures set forth in this handbook.

B. The originator and concurring/reviewing officials may not

impose their personal style preferences over the handbook

standards nor return correspondence for retyping to reflect

personal preferences.

C. This handbook presents departmental policies and procedures

for processing correspondence. For internal procedures consult

your correspondence unit or point of contact for correspondence.

1-3 [Policies for Originators]{.underline}.

HUD\'s policies for correspondence originators are to:

A. [Answer as much incoming correspondence as possible
informally]{.underline}.

1\. Use the telephone or email to save time and reduce the

document preparation workload.

2\. Do not use the telephone or email to answer incoming

correspondence which:

a\. Would affect proposed or existing HUD policies.

b\. Must be reviewed by, or coordinated with, other offices.

3\. Keep telephone calls and emails short, courteous, and to the

point.

4\. Always make a record of calls used to answer incoming

correspondence on a Telephone Inquiry/Response, form
[HUD-2029](http://www.hud.gov/offices/adm/hudclips/forms/files/2029.dot).

(See Appendix A for a sample of this form.) Always make a copy

of the email for the file.

5\. If the information requested is available on the Internet,

refer the customer to the website. Send only hud.gov website

links or other public website addresses to the public. When

referring to a [website address]{.underline} in the body of a letter or
email

response, underline the [website address]{.underline}. Do not set the
address

out in any other way; for example, by bolding or parentheses.

B. [Form Letters]{.underline}.

Develop and use form letters to respond to requests for

publications, blank forms, or other printed material when the

same information is requested often. (See Exhibit 1-1 for a

sample letter.)

C. [Types of Responses to Controlled Correspondence]{.underline}.

1\. [Acknowledgment Letter]{.underline}. Lets the sender know that their
letter

was received and will be answered soon. Prepare an

acknowledgment when no information can be obtained by the

deadline.

2\. [Interim Letter]{.underline}. A partial response is prepared when
some, but

not all, of the information is available by the deadline.

3\. [Final Letter]{.underline}. A full response.

D. [Multiple Addressees]{.underline}. Prepare letters using one of the

following:

1\. An original for each addressee;

2\. In response to incoming correspondence with multiple

signatures, a single reply to the first person who signed the

letter. In the first paragraph, state that the reply is also

intended for the other addressees; or

3\. In response to petitions or resolutions, a single reply

addressed to the person who submitted the petition or resolution,

or to the first person who signed it. In the body of the letter,

mention the other addressees as a group.

E. Congressional Correspondence.

1\. Congressional Constituent Correspondence. When a

constituent writes to HUD as well as a Member of Congress on the

same subject and the Member refers the letter to HUD:

a\. Ensure that responses to the constituent and the Member of

Congress convey the same information;

b\. Reference the constituent\'s letter to HUD in the response to

the Member of Congress; and

c\. Do not reference the correspondence that was forwarded by

the Member of Congress in the response to the constituent\'s

letter to HUD.

2\. Congressional Multiple Addressees.

a\. When initiating a letter to more than one Member of

Congress, prepare an original for each addressee.

b\. When responding to an incoming letter signed by more than

one Member of Congress, prepare an original of the response

addressed individually to each Member.

F. Opening Text of Letters. Opening sentences influence the

tone of correspondence which should display a courteous attitude

and attempt to establish rapport with the recipient of the

correspondence. Good examples of frequently used opening text

are provided below.

1\. \"Thank you for your letter of \[date\], \[concerning\...\];

\[expressing\...\]; \[supporting\...\]; \[on behalf of\...\].\" The date

of the incoming letter should be included in the opening sentence

because this information establishes clear timelines.

2\. For undated correspondence, use \"Thank you for your letter

which was received on \[date\], \[concerning\...\]; \[expressing\...\];

\[supporting\...\]; \[on behalf of\...\].\"

3\. \"This is in further response to your letter of \[date\],

\[concerning\...\]; \[expressing\...\]; \[supporting\...\]; \[on behalf

of\...\].\"

4\. For correspondence addressed to the Secretary or Deputy

Secretary and referred for direct reply, use: \"On behalf of

\[Secretary\] \[Deputy Secretary\] \[last name\], thank you for your

letter of \[date\], \[concerning\...\]; \[expressing\...\];

\[supporting\...\]; \[on behalf of\...\].\"

5\. For White House correspondence, see Chapter V, for opening

text examples.

6\. For correspondence addressed to the Secretary or Deputy

Secretary and controlled for the signature of the Assistant

Secretary for Congressional and Intergovernmental Relations, use:

\"On behalf of \[Secretary\] \[Deputy Secretary\] \[last name\], thank

you for your letter of \[date\], \[concerning\...\]; \[expressing\...\];

\[supporting\...\]; \[on behalf of\...\].\"

7\. If a direct reply to the constituent is requested by a

Member of Congress, use: \"\[Senator\] \[Representative\] \[full name\]

has asked the Department of Housing and Urban Development to

reply to your letter of \[date\], \[concerning\...\];
\[expressing\...\];

\[supporting\...\]; \[on behalf of\...\].\"

G. Plural Pronouns. Use \"the Department\" or \"HUD\" instead of

\"we,\" \"our,\" or \"us.\" (e.g., \"The Department has intensified its

focus on monitoring and program compliance.\" instead of \"We have

intensified our focus on monitoring and program compliance.\")

H. Acronyms. Acronyms are good shorthand devices; however,

avoid overusing them. An acronym must be spelled out the first

time it is used. (e.g., Office of Management and Budget (OMB)).

Exception: Never put the acronym HUD in parentheses after

referring to the Department of Housing and Urban Development.

The use of HUD, Department of Housing and Urban Development, or

the Department is appropriate throughout the letter. A list of

commonly used acronyms may be accessed in hud@work under

Resources.

I. Correspondence More Than 60 Days Old. If the correspondence

is more than 60 days old, do not refer to it as a \"recent

letter.\" Instead, use \"letter.\"

J. Gender-Biased Language. Avoid using gender-biased language.

Use the genderless \"one,\" \"person,\" \"individual,\" or the plural

\"their\" in place of gender specific nouns and pronouns when

making a general reference to a person.

K. Enclosures. In the text of letters, identify any

accompanying material. Multiple enclosures should be tabbed for

easy reference. An enclosure too bulky to accompany the letter

may be sent as a separate package. State in the text that it is

being sent under separate cover.

L. Attachments. In the text of memorandums, identify any

accompanying material. Multiple attachments should be tabbed for

easy reference.

M. Closing Text of Letters. Closing sentences are also

influential in establishing good rapport. Good examples of

frequently used closing text are provided below.

1\. \"Thank you for your interest in the Department\'s programs.\"

2\. \"I hope the information provided is helpful.\"

3\. \"I appreciate your interest in (name of program).\"

4\. \"I hope this information is helpful in responding to your

constituent.\" (congressional correspondence)

5\. When appropriate, in the last paragraph, include the name,

Area Code, telephone number, and extension, as well as the email

address, of someone who can answer questions about the content.

N. Concurrences. Keep concurrences to a minimum and route

correspondence to concurring officials only. Obtain concurrences

when the content impacts another office or the ACORN control

ticket indicates a concurrence is required.

O. Content. Outgoing correspondence must:

1\. Ensure that the concerns expressed in the incoming

correspondence are thoroughly addressed and questions adequately

answered;

2\. Be concise and to the point;

3\. Be written in plain English, not technical jargon;

4\. Accurately state the Department\'s policies;

5\. Give a good impression of HUD;

6\. Present negative information in a tactful way; and

7\. Be error free.

1-4 Control of Correspondence.

The Department uses the Automated Correspondence On-Line Response

Network (ACORN) to control all correspondence. HUD staff in each

program and field office must use ACORN to thoroughly and

accurately document the status of controlled correspondence in

their office. An ACORN training tutorial package, Introduction

to ACORN - Presentation, is available on the Executive

Secretariat website at www.hudweb.hud.gov/po/es.

A. Correspondence Units. Each Headquarters program office has

a designated correspondence unit chief (CUC) or a point of

contact for correspondence matters. Each field office has a

designated point of contact for correspondence matters.

B. ACORN Control Ticket. The ACORN Control Ticket establishes

all required information needed to appropriately handle incoming

correspondence. (See Exhibit 1-2a for a sample ACORN Control

Ticket and Exhibit 1-2b for guidance on How to Read an ACORN

Control Ticket.)

1\. For a definition of the correspondence control type, see

Exhibit 1-3.

2\. Correspondence Codes are used to direct mail to the proper

office. The correspondence codes for all HUD employees may be

found in the HUD phone book on hud@work.

C. Freedom of Information Act and Privacy Act. Special

requirements apply for responding to Freedom of Information Act

(FOIA) requests and Privacy Act requests. All FOIA requests

received in Headquarters must be forwarded immediately to the

FOIA Division of the Office of General Counsel for appropriate

handling. FOIA requests received in a field office must be

forwarded immediately to the field office FOIA Liaison for

appropriate handling.

All Privacy Act requests received in Headquarters seeking

information contained in personnel records must be forwarded

immediately to the Office of Human Resources for a direct

response. Inquiries on information contained in the Privacy Act

Systems of Records must be forwarded immediately to the

Departmental Privacy Act Officer for appropriate handling. All

Privacy Act requests received in a field office must be forwarded

immediately to the field office Privacy Act Officer for

appropriate handling.

D. Telephone Inquiry/Response, Form HUD-2029. When the

telephone is used to answer correspondence controlled by the

Executive Secretariat, complete a Telephone Inquiry/Response,

form HUD-2029, and forward a copy to the Executive Secretariat.

(See Appendix A for a sample of the form.)

E. Email Response. When email is used to answer correspondence

controlled by the Executive Secretariat, send a copy of the email

response to the Executive Secretariat with the ACORN Control

Number and the type of reply, interim or final, written in the

upper right corner.

F. Transferring Correspondence.

1\. If a program office determines that a piece of

correspondence does not fall within its jurisdiction, but does

fall within that of another HUD program office, the transfer is

handled between the correspondence units or points of contact for

correspondence and documented in the ACORN system.

2\. To transfer secretarial correspondence, see Chapter IV.

3\. To transfer White House correspondence, see Chapter V.

4\. To transfer congressional correspondence, see Chapter VI.

G. Correspondence Change Request, Form HUD-149.

The Correspondence Change Request, form HUD-149, is used to

request approval of a change in the control of a piece of

correspondence such as No Action Required (NAR), an extension and

new response date, a downgrade of signature level, or any other

change. (See Appendix A for a sample of the form.)

When using a Correspondence Change Request, form HUD-149,

complete the form in its entirety and process it through your

program area correspondence unit or point of contact for

correspondence who will forward the request for a decision. The

program area correspondence unit or point of contact for

correspondence will be notified if the request is denied or

modified.

1\. To request a change in the control of secretarial

correspondence, see Chapter IV.

2\. To request a change in the control of White House

correspondence, see Chapter V.

3\. To request a change in the control of congressional

correspondence, see Chapter VI.

1-5 Questions.

If this handbook does not answer your questions, call your

designated CUC or point of contact for correspondence. The CUC

or point of contact for correspondence will call the Executive

Secretariat if they cannot answer your questions.

Exhibits of a Form Letter, ACORN Control Ticket, and

Correspondence Control Types

Exhibit 1-1 Sample Form Letter

Exhibit 1-2a Sample ACORN Control Ticket

Exhibit 1-2b Reading an ACORN Control Ticket

Exhibit 1-3 Definition of Correspondence Control Types

EXHIBIT 1-1

Sample Form Letter

U.S. DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

WASHINGTON, DC 20410-3000

OFFICE OF THE ASSISTANT SECRETARY

FOR HOUSING-FEDERAL HOUSING COMMISSIONER

(Date)

Frost E. DeSnowman

President, Snow Plow, Inc.

25 Snow Flake Road

Avalanche, ND 32000+4

Dear Sir or Madam:

Thank you for your inquiry requesting information on HUD\'s

programs. The following information is enclosed:

\_\_\_ Guide to Single Family Home Mortgage Insurance

\_\_\_ Rehab a Home with HUD\'s Section 203(k)

\_\_\_ 100 Q&As About Buying a New Home

\_\_\_ Home Equity Conversion Mortgage (HECM) - Reverse

Mortgage

\_X\_\_ Title I Property Improvement Loans

\_\_\_ Title I Manufactured Housing Fact Sheet

\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

A HUD-approved housing counseling agency may be able to

assist you in evaluating the local housing market and determining

which alternatives would best suit your needs. The counseling

services are usually provided without cost to the client. You

may call 1-800-XXX-XXXX or TTY 1-800-XXX-XXXX, both toll-free

numbers, for assistance in locating the nearest agency.

I hope this information will be helpful to you.

Sincerely,

Jane Doe, Director

Housing Communication and Marketing

Division

This letter is typed in Times New Roman, 11-pitch type for this

handbook exhibit only.

EXHIBIT 1-2a

Sample ACORN Control Ticket

(Automated Correspondence On-Line Response Network)

Typ Number Originator PA \*\*

Page: 1

CG 330363 AX AX

SENDER\'S INFORMATION ?

DATES ?

+---------------------------------------+------------------------------+
| Date of Letter: 07/13/01              | As Of: 07/20/01              |
|                                       |                              |
| Name: MORAN, JAMES P., JR.            | HUD Receive: 07/19/01        |
|                                       |                              |
| Org: VA08 -- U.S. House of            | Entered: 07/19/01            |
| Representatives                       |                              |
|                                       | Acknowledge: 00/00/00        |
| Title: MBR-OF-CONGRESS                |                              |
|                                       | Interim: 00/00/00            |
| City: St: VA                          |                              |
|                                       | Reply: 00/00/00              |
+---------------------------------------+------------------------------+
| Sig. Code: AL A/S CIR                 |                              |
+---------------------------------------+------------------------------+

↓

← RE: WRITES RECOMMENDING THE APPROVAL OF AN APPL. RECENTLY SUBMITTED BY
THE ALEXANDRIA (VIRGINIA) REDEVELOPMENT AND HSG AUTHORITY (AHRA) FOR FY
2001 FUNDING OF THE RESIDENT OPPORTUNITIES & SELF SUFFICIENCY (ROSS) ETC
(SXL)

┌

Comment: REPLY DUE IN J 8/3

\* \* \* ACTION ASSIGNMENTS MADE \* \* \*

↓ ↓ ↓ ↓ ↓ ↓ ↓

+---------+------+-------+------+----+--------------+--------------+
| Office  | Of   | Re    | Due  | Ex | Office       | Comment      |
| A       | fice | ceive |      |    | Status       |              |
| ssigned |      |       | Date |    |              |              |
|         | Type | Date  |      |    | Status Date  |              |
+---------+------+-------+------+----+--------------+--------------+

AX O 07/19/01 08/09/01 01 ASGND 07/20/01

J S 07/20/01 00/00/00 00 ? INFO 07/20/01

P P 07/20/01 08/09/01 00 ? OPEN 07/20/01

↓

INFORMATION ONLY: AX-1/10139 J/10148

Í

Concur: J

↓

Analyst: EMC/SXL Contact Name: KERNS, IRIS Phone: 202 708-3182

Rep. Freq. Xref CS-311121 Xref

> NOTES

 

 

 

 

EXHIBIT 1-2b

Reading an ACORN Control Ticket

1\. TYP

Type code that identifies the type of correspondence

(See Exhibit 1-3 for a complete list of Correspondence Control

Types.)

2\. NUMBER

This Number is generated by the ACORN system.

3\. ORIGINATOR PA \*\*

Originator indicates the correspondence code of the office that

entered the correspondence into the ACORN system.

PA \*\* indicates the office correspondence code being used to

access the ACORN system.

4\. SENDER\'S INFORMATION

Date of the letter = date on the incoming correspondence

Name = name of the writer

Org = writer\'s organization

Title = writer\'s title

City = writer\'s city

State = writer\'s state

NOTE: For congressional correspondence, each Member has a

special code. When the code is entered in Org field, the

writer\'s name, title, and state field are automatically

completed. If the incoming correspondence requests the response

is to be sent to the district office, this will be noted in the

comment field.

5\. SIG. CODE

The Signature Code indicates the signature level of the person

who should sign the letter.

EXHIBIT 1-2b

(continued)

2

6\. DATES

As Of = date the ACORN ticket was printed

HUD Receive = date correspondence was received in Executive

Secretariat

Entered = date correspondence was entered in the ACORN system

Acknowledge = date an acknowledgment letter was sent to the

writer

Interim = date an interim letter was sent to the writer

Reply = date a final response letter was sent to the writer

7\. RE:

Short description of the subject of the correspondence and any

other pertinent information and initials of the Executive

Secretariat analyst who entered the correspondence into ACORN.

8\. COMMENT

Special comments and/or instructions.

ACTION ASSIGNMENTS MADE - This describes items 9 through 17.

9\. OFFICE ASSIGNED

Offices are identified in ACORN using the office correspondence

codes.

10\. OFFICE TYPE

The Office Type codes below show the responsibilities of each

office.

O = Originator of the ACORN record.

P = Primary office responsible for preparing a reply or

determining how to respond

to correspondence assigned for Appropriate Action.

S = Secondary office(s) receiving information copy and/or signing

the reply.

C = Concurrence or clearance of correspondence.

11\. RECEIVE DATE

The date is automatically generated when an office enters and/or

updates correspondence in the system. ACORN generates the first

date when Executive Secretariat or the program office receives

and enters the correspondence. Subsequent dates are generated

when the Office Assigned receives the correspondence and accesses

ACORN.

12\. DUE DATE

Date by which the assigned action must be completed.

EXHIBIT 1-2b

(continued)

3

13\. Ex

This field shows the number of times the due date has been

modified.

14\. OFFICE STATUS

This field shows the progress of the correspondence as it moves

through the Department. The Office Status codes are:

ASGND = Assigned

CLER = In Clearance

CLSD = Closed

COPY = Waiting Copy

CPA = Closed Pending Action

CWR = Closed Without Resolution

DPCH = Dispatched

FWRD = Action Forwarded to

INFO = Information

NAR = No Action Required

OCLER = Open in clearance

OPCLS = No Forwarding Required

OPCPY = Copy Required

OPEN = Open

REVW = Open for Review

RTRN = Returned

TRFM = Transfer From (used to show transfers from program offices)

TRTO = Transfer To (used to show transfers to program

offices)

STATUS DATE

The date in this field is automatically generated when an entry

is made in the Office Status field.

15\. COMMENT

Brief comments may be entered in this field.

16\. INFORMATION ONLY

The program office(s) listed in this field receives a copy of the

correspondence for information only. This field also shows the

program office room number.

17\. CONCUR

This field shows the office codes of officials who must concur on

the correspondence.

EXHIBIT 1-2b

(continued)

4

18\. OTHER INFORMATION

Analyst = the first set of system-generated initials

indicates the person who initially generates the information in ACORN.
The

second set of initials are system-generated when changes are made in

the action assignment area.

Contact Name = the correspondence contact name in the

program area responsible

for the response.

Phone = the contact person\'s telephone number.

Rep. Freq. = Report Frequency - identifies how frequently

the Congressional Report (Control Type CR) is issued. Valid entries

for this field are listed below:

Enter: Appears in this field:

1\* \*ONE-TIME

10 TEN-YEAR

1T ONE-TIME

4Y FOUR-YEAR

5Y FIVE-YEAR

AN ANNUAL

AR ALL-REQ

BA BI-ANNUAL

BM BIMONTHLY

MO MONTHLY

OT OTHER

QT QUARTERLY

SA SEMI-ANNUAL

TA TRI-ANNUAL

WK WEEKLY

Xref = Cross Reference - Information that relates to the

current

correspondence.

19\. NOTES

This space is available for handwritten notes. For these

handwritten notes to be available in the ACORN system they must

be typed into the comment field (item 8 or 15).

EXHIBIT

1-3

Definition of Correspondence Control Types

AA Appropriate Action Correspondence (When this

correspondence control type is used, the program area has the

responsibility to review the correspondence and determine the

appropriate action.)

AG Outgoing Correspondence Generated by Public

Affairs/Scheduling/Executive Secretariat

AI Information Only

AS Action Memoranda

CC Program Area/Office Assignment

CG Congressional

CL Cabinet Level

CR Congressional Reports

CS Controlled Correspondence

DR Action Information

EL Elected Official

FI Freedom Of Information Act Request (FOIA)

FO Field Office Correspondence Addressed to Deputy

Secretary or Secretary

(inactive)

FR Federal Register

GA Government Accounting Office

GO Government Official

HC Program Area/Office Assignment

HF Program Area/Office Assignment

HL Program Area/Office Assignment

EXHIBIT 1-3

(continued)

2

HO Program Area/Office Assignment

HQ HQ Correspondence Addressed to Deputy Secretary or

Secretary

HR Program Area/Office Assignment

HS Program Area/Office Assignment

ID Information Directive

IH Deputy Secretary/Chief of Staff Concurrence (CNCR)

IK Invitations for Secretary

IP Program Area/Office Assignment

IS Information Memoranda

JA Judicial Action

JC Judicial Controlled

LA Admin Law Judge Appeals

LC Program Area/Office Assignment

LO Legal Opinion

NC Program Area/Office Assignment

NF Notice of Funding Availability (NOFA)

PA Program Area/Office Assignment

PC Program Area/Office Assignment

PM Resumes and Congratulations

RW Regulatory Waivers

EXHIBIT 1-3

(continued)

3

SC Program Area/Office Assignment

SI Program Area/Office Assignment

SP Program Area/Office Assignment

SR Secretarial Report

TO Travel Order

TY Thank You Letter

WB White House Bulk (not currently used)

WF White House Field Offices

WH White House Headquarters