Chapter 5Chapter 5

E-Mail and MemorandumsE-Mail and Memorandums

Applying the Writing ProcessApplying the Writing Process

Phase 1 • Analysis• Anticipation • Adaptation

Phase 2• Research• Organization• Composition

Phase 3• Revision• Proofreading• Evaluation

Do I really need to write?Do I really need to write? What communication channel is best?What communication channel is best? Why am I writing?Why am I writing? How will the reader react?How will the reader react? How can I save my reader’s time?How can I save my reader’s time? Check files, gather documentation.Check files, gather documentation. Outline or list points to cover.Outline or list points to cover. Compose first draft; expect to revise.Compose first draft; expect to revise. Revise for clarity and conciseness.Revise for clarity and conciseness. Proofread for correctness.Proofread for correctness. Plan for feedback.Plan for feedback.

Analyzing the Structure of E-Mail Analyzing the Structure of E-Mail Messages and MemosMessages and Memos

Subject Line OpeningOpening

BodyBody ClosingClosing

Analyzing StructureAnalyzing Structure

Subject LineSubject Line Summarize message clearly and concisely.Summarize message clearly and concisely. Avoid meaningless one-word headings, such as Avoid meaningless one-word headings, such as

"Help" or "Urgent.""Help" or "Urgent."

OpeningOpening Frontload main idea immediately.Frontload main idea immediately. Avoid reviewing background.Avoid reviewing background.

Analyzing StructureAnalyzing Structure

BodyBody Organize information and explanations Organize information and explanations

logically.logically. Use numbered and bulleted lists for quick Use numbered and bulleted lists for quick

comprehension.comprehension. Consider adding headings for visual impact.Consider adding headings for visual impact.

ParagraphHeadings

BulletedItems

WithinSentences

Headings

Instructions

Parallelism

TechniquesTechniquesTo ImproveTo Improve

MessageMessageReadabilityReadability

ParallelismParallelism

Instead of thisInstead of this

Workers were nervous, Workers were nervous, stressed, and full of stressed, and full of preoccupation.preoccupation.

Try thisTry this

Workers were Workers were nervous, stressed, nervous, stressed, and preoccupied.and preoccupied.

InstructionsInstructions

Instead of thisInstead of this

To clean the printer, you To clean the printer, you should do the following. should do the following. First, you should First, you should disconnect the power disconnect the power cord. Then you open the cord. Then you open the front cover, and the front cover, and the printer area should be printer area should be cleaned with a soft, dry cleaned with a soft, dry cloth.cloth.

Try thisTry thisTo clean the printer, To clean the printer, do the following:do the following: Disconnect the power Disconnect the power

cord.cord. Open the front cover.Open the front cover. Clean the printer area Clean the printer area

with a soft, dry cloth.with a soft, dry cloth.

HeadingsHeadings

Instead of thisInstead of this

On April 3 we will On April 3 we will be in Toledo, and be in Toledo, and the speaker is Troy the speaker is Troy Lee. On May 20 Lee. On May 20 we will be in we will be in Detroit, and the Detroit, and the speaker is Erin speaker is Erin Win.Win.

Try thisTry this

DateDate CityCity SpeakerSpeaker

April 3 Toledo Troy LeeApril 3 Toledo Troy Lee

May 20 Detroit Erin WinMay 20 Detroit Erin Win

Within SentencesWithin Sentences

Instead of thisInstead of this

Our team constantly Our team constantly tries to achieve our tries to achieve our goals, customer service goals, customer service must be improved, and must be improved, and our production targets our production targets must be hit.must be hit.

Try thisTry thisOur team Our team constantly tries to constantly tries to (a) achieve our (a) achieve our goals, (b) improve goals, (b) improve customer service, customer service, and (c) hit our and (c) hit our production targets.production targets.

Bulleted ItemsBulleted Items

Instead of thisInstead of this

At our Web siteAt our Web site We let you compare We let you compare

cash prices.cash prices. You can research the You can research the

best financing.best financing. You can learn about You can learn about

leasing.leasing.

Try thisTry thisAt our Web site At our Web site you can do the you can do the following:following: Compare cash Compare cash

prices.prices. Research the best Research the best

financing.financing. Learn about leasing.Learn about leasing.

Paragraph HeadingsParagraph Headings

Instead of thisInstead of this

The next topic is The next topic is vacations. A new vacation vacations. A new vacation schedule will be available schedule will be available on May 1.on May 1.

To assist employees, we To assist employees, we will begin a flex schedule will begin a flex schedule in the fall.in the fall.

Try thisTry thisVacationsVacations. A new . A new vacation schedule will vacation schedule will be available on May be available on May 1.1.FlextimeFlextime. To assist . To assist employees, we will employees, we will begin a flex schedule begin a flex schedule in the fall.in the fall.

Arrange the following in a concise, bulleted list.

In the next training session, the trainer will demonstrate how to use videoconferencing, how to share multiple programs, and how to maintain an Internet directory.

The next training session will demonstrate

Videoconferencing Sharing multiple programs Maintaining an Internet directory

Improve the readability of the following instructions that will become part of a student employment booklet.

In preparing for an employment interview, you should begin by studying the job description. Itemizing your most strategic skills and qualifications is also important. Giving responses in a mock interview is another good practice technique. Last, you should be prepared to ask relevant questions.

Improved VersionImproved Version

You can prepare for interviews by doing the You can prepare for interviews by doing the following:following:

Itemize your most strategic skills and Itemize your most strategic skills and qualifications.qualifications.

Practice giving responses in a mock interview.Practice giving responses in a mock interview. Prepare to ask relevant questions.Prepare to ask relevant questions.

Analyzing the Structure of E-Mail Analyzing the Structure of E-Mail Messages and MemosMessages and Memos

Subject LineOpeningOpeningBodyBodyClosingClosing Provide (1) action information, dates, and Provide (1) action information, dates, and

deadlines, (2) a summary of the message, or (3) deadlines, (2) a summary of the message, or (3) a closing thought.a closing thought.

Avoid overused expressions.Avoid overused expressions.

Formatting E-MailFormatting E-MailMessages Guide Words Messages Guide Words

To: To: Consider keying receiver’s full name; use Consider keying receiver’s full name; use angle brackets for e-mail address angle brackets for e-mail address Ann Jones<hjones@peach.com>Ann Jones<hjones@peach.com>

From:From: Entered automaticallyEntered automaticallyDate:Date: Entered automaticallyEntered automaticallySubject:Subject: Include meaningful topic summary.Include meaningful topic summary.

Salutation Options Salutation Options

No salutationNo salutation Ann,Ann, Dear Ann:Dear Ann:, , Hi,Hi, or or Good Good

morning!morning! Include name in Include name in

first linefirst line ““Thanks, Ann, for Thanks, Ann, for

your help . . .” your help . . .”

Body and Closing Body and Closing

BodyBody Cover just one topic.Cover just one topic. Use uppercase and lowercase letters.Use uppercase and lowercase letters. Use short line length if message might be forwarded.Use short line length if message might be forwarded.

ClosingClosing Consider a complimentary closing such asConsider a complimentary closing such as BestBest or or

CheersCheers.. Include your name and full identification– especially Include your name and full identification– especially

for messages to outsiders.for messages to outsiders.

1-inch top margin

Double-spacePre-printed

organization memo stationery

Unlike letters, memos do not have a signature block at the

bottom. Instead sign your initials at the end of

the FROM line.

Single-space paragraphs with

blank line between paragraphs

2-inch top margin

instead of 1 inch

Double-space; align all words after

colon following “SUBJECT.”

Single-space; leave blank line

between paragraphs.

Sign your initials at the

end of the FROM line.

Using E-Mail Smartly and SafelyUsing E-Mail Smartly and Safely

Getting StartedGetting Started Content, Tone, CorrectnessContent, Tone, Correctness NetiquetteNetiquette Reading and ReplyingReading and Replying Personal UsePersonal Use Other Smart PracticesOther Smart Practices

Getting StartedGetting Started

Consider composing off Consider composing off line.line.

Type the receiver’s Type the receiver’s address correctly.address correctly.

Avoid using a Avoid using a misleading subject line.misleading subject line.

Apply the top-of-the-Apply the top-of-the-screen test.screen test.

Content, Tone, CorrectnessContent, Tone, Correctness

Be concise.Be concise. Never respond when you are angry.Never respond when you are angry. Don’t send anything you wouldn’t want Don’t send anything you wouldn’t want

published.published. Don’t use e-mail to avoid contact.Don’t use e-mail to avoid contact. Care about correctness and tone.Care about correctness and tone. Resist humor.Resist humor.

NetiquetteNetiquette

Limit any tendency to send blanket copies.Limit any tendency to send blanket copies. Never send “spam.”Never send “spam.” Consider using identifying labels, such as Consider using identifying labels, such as

ACTION, FYI, RE, URGENT.ACTION, FYI, RE, URGENT. Use capital letters only for emphasis or for titles.Use capital letters only for emphasis or for titles. Seek permission before forwarding.Seek permission before forwarding. Reduce attachments.Reduce attachments.

Reading and ReplyingReading and Replying

Scan all messages before replying.Scan all messages before replying. Print only when necessary.Print only when necessary. Acknowledge receipt.Acknowledge receipt. Don’t automatically return the sender’s message.Don’t automatically return the sender’s message. Revise the subject line if the topic changes.Revise the subject line if the topic changes. Provide a clearProvide a clear, complete first sentence., complete first sentence.

Personal UsePersonal Use

Don’t use company Don’t use company computers for personal computers for personal matters unless allowed matters unless allowed by your organization.by your organization.

Assume that all e-Assume that all e-mail is monitored.mail is monitored.

Other Smart PracticesOther Smart Practices

Use design to improve readability of Use design to improve readability of longer messages.longer messages.

Consider cultural differences.Consider cultural differences. Double-check before hitting the Double-check before hitting the SendSend

button.button.

Replies Requests

Informationand Procedures

WritingWritingPlans forPlans for

E-MailE-MailMessagesMessages

andandMemosMemos

Writing Plan for Information and Procedure Writing Plan for Information and Procedure E-Mail Messages and MemosE-Mail Messages and Memos

SubjectSubjectlineline •Summarize memo contents.

OpeningOpeningExpand the subject line by stating the main idea concisely in a full sentence.

Writing Plan for Information and Procedure Writing Plan for Information and Procedure E-Mail Messages and MemosE-Mail Messages and Memos

BodyBody

Provide background data and explain the main idea. In describing a procedure or giving instructions, use command language (do this, don't do that).

ClosingClosingRequest action, summarize the message, or present a closing thought.

Writing Plan for RequestsWriting Plan for Requests

SubjectSubjectlineline

Summarize the request and note the action desired.

OpeningOpening Begin with the request or a brief statement introducing it.

Writing Plan for RequestsWriting Plan for Requests

BodyBodyProvide background, justification, and details. If asking questions, list them in parallel form.

ClosingClosing

Request action by a specific date. If possible, provide a reason. Express appreciation, if appropriate.

Writing Plan for RepliesWriting Plan for Replies

SubjectSubjectlineline

Summarize the main information from your reply.

OpeningOpeningStart directly by responding to the request with a summary statement.

Writing Plan for RepliesWriting Plan for Replies

BodyBody Provide additional information and details in a readable format.

ClosingClosing

Add a concluding remark, summary, offer of further assistance, or request for further action.