Common Document Formats & Strategies

Memos, E-mail, Letters

Customized & Workplace TrainingAAI/Portland Community College

Facilitated by George Knox

P. A. T. Purpose

– Topic– Goals (Inform,persuade, entertain, record, cite,

respond, etc.)– Requirements (Schedule, materials, budget,

tools, delivery, etc.) Audience

– Who? Multiple audiences?– Expectations (Content, style, delivery, etc.)– Requirements

Technique

Memo and E-mail Purpose

– Written record (paper or electronic)– Information re: policies and procedures– Request for internal action– Documentation of decisions or actions– “Paper trail”

Memo and E-mail Audience

– Internal (usually)– Individual, departmental or company-wide– Knowledge of company organization, values,

policies, procedures, etc.– Familiar with jargon and acronyms– Attention to internal communications?

Note: E-mail is becoming more common for external communications

Technique: Basic Format

Subject line

Opening

Body

Closing

Tip: Use “signature” with e-mail but NOT with memo

Specific Format: Memos

Set margins at 1 to 1½ inch Line up heading words with Subject heading Single space within paragraphs Double space between paragraphs Indent lines following lists Justify at left, use ragged right lines Do not use complimentary close or signature

DATE: 10/27/04

TO: Lois Nguyen

FROM: George Knox

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Welcome to Multimedia, Lois! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization.

Please examine the enclosed samples and call me if you have additional questions.

Enclosures

See page 19 in workbook for Memo layout

Specific Format: E-mail Include a salutation or use receiver’s name

in first sentence Use word-wrap Single-space within paragraphs and

double-space between paragraphs Write in complete sentences DON’T USE ALL CAPS Include a signature block Use stationary only if appropriate and

accepted

Follow the basic memo format with some modification

Technique: Kinds of Memos

Procedure and Information Memos

Request and Reply Memos

Confirmation (or Denial) Memos

Other?

Procedure/Information Memos

Routine messages “Downward” flow Informational in nature Goal of employee participation and

cooperation Direct or indirect depending on nature of

message (good news, bad news, etc.)

Tip: Tone is important for success.

Request and Reply Memos

Request for information and action– Persuasive in nature

– Direct or indirect depending on nature of request and source of request

Reply to previous communication– Direct response to initiator

– Indirect response to wider audience

Confirmation Memos

“Incident” or “To File” reports

Documentation of decisions, directives, and discussions

Names and titles of people involved

Major issues described

Request for confirmation of receipt

Direct message

Technique: Strategies

Headings: Date, To, From, Subject

Single topic

Conciseness

Conversational tone

“Cues” and “Signposts”

Technique: Strategies

Direct vs. Indirect message– Direct (“Frontloaded”) message places

main point early in the document– Indirect (“Backloaded”) message places

main point late in the document– Use direct approach for “good” news or

when acceptance is assured– Use indirect approach for “bad” news or

when persuasion is necessary

Techniques: Delivery

Memos – Use standard in-house delivery unless otherwise requested

E-mail – Use in-house standards (company vs.

personal web-based e-mail, stationary, HTML vs. text only, etc.) within company

– Contact outside audiences for restrictions

Avoid common e-mail mistakes

Common E-mail Mistakes

Address errors Long messages or attachments Misleading or vague subject lines Inappropriate content Lack of discretion in responses Inappropriate copying and forwarding

Source: John Edwards, “The Six Most Common Mistakes in Sending E-mail”, Bottom Line Business, October 1997.

When using e-mail …

Be concise Send attachments only when necessary Proof before you send Consider cultural differences Use humor with caution Maintain professionalism Save a copy of your sent messages Assume all communications are monitored

and saved

Letters Purpose

– Written record (Paper)– Formal information, persuasive or

responsive communication– Documentation with “wet” signature– “Official” communication with letterhead– Contractual agreement– “Paper trail”

Letters Audience

– External (usually)– May be unfamiliar with internal

organization, values, procedures, etc.– May be unfamiliar with jargon and

acronyms– May be inattentive to communication– Seeking formal or “official” message

Technique: Basic Format

Set margins at 1 to 1 ½ inch Use 10 to 12 point font size Single space within paragraphs, double-space

between paragraphs Use block (all lines starting at left margin) or

modified block (date and closing lines to the right) or semi-block (date and closing lines to the right, indented paragraphs)

See page 21 in the workbook for Letter layout

Technique: Kinds of Letters Routine Letters

– Request for information and action– Direct reply

Good News – Approved request– Commendation/Recommendation

Bad News Letters– Denied request– Criticism/disciplinary action/termination

Persuasive Letters– Sales -Proposals

Technique: Strategies

Single topic

Formal style and tone

“Official” letterhead and signature

“Cues” and “Signposts”

Request for action

Technique: Strategies

Direct vs. Indirect message– “Frontload” Routine and Good News

Letters– “Backload” Bad News Letters– For Persuasive Letters, use the message

that best fits the audience

Tip: If cost is involved, you probably should “backload”.

Communicating Bad News

Goals– Make the audience understand and accept– Maintain positive image of organization – Make message clear so additional

communication is unnecessary– Avoid creating legal liability

Communicating Bad News

Strategies– Indirect message

• Buffer with a neutral or positive opening• Give reasons or causes for bad news• Clearly state bad news, providing alternatives

or “next steps” if possible• Close with a personal, future-looking

statement

Tip: Use subordinating or passive language (“Although your claim cannot be processed under current guidelines, we can provide a list of alternative ….”)

Communicating Bad News

Strategies– Avoiding Liability

• Do not use abusive language (defamation) or careless language implying liability

• Do not state or imply views that run contrary to your organization

• Do not admit or imply responsibility without checking with legal counsel

• Do not use “official” documents or equipment to communicate your personal views

Persuasive Writing

Strategies: Gain attention

– Review problem and state action taken– Stimulate a question and offer an answer– State a benefit to the audience

Build interest– Offer strong supports– Suggest direct and indirect benefits– Avoid emotionality

Persuasive Writing

Strategies: Reduce resistance

– Counter possible arguments– Demonstrate credibility

Motivate action– Request specific action and repeat benefits

Reinforce business relationship