routine e-mail messages and memos-ch 8

Chapter 8

Routine E-Mail Messages and Memos

Mary Ellen Guffey, Business Communication: Process and Product, 4eCopyright © 2003

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 2

Characteristics of Successful E-Mail Messages and Memos• Headings: Date, To, From, Subject

• Single topic

• Conversational tone

• Conciseness

• Graphic highlighting


The Writing Process

• Analyze and anticipate

• Research and compose

• Revise, proofread, and evaluate


Analyze and Anticipate

• Do I really need to write?

• What is my purpose?

• How will the reader react?


Research and Compose

• Check files; collect information.

• Study relevant documents.

• Make an outline.

• Write first draft.


Revise, Proofread, and Evaluate

• Revise for clarity.

• Revise for correctness.

• Plan for feedback.


Organization of Memos

• Subject line

• Opening

• Body

• Closing


Subject Line

• Summarize the main idea.

Example: Budget Meeting June 3, 10 a.m.


Opening

• Start directly; restate and amplify the main idea.• Indirect (ineffective) opening: This is to inform you that we must complete the annual

operating budgets shortly. Over the past two months many supervisors have met to discuss their departmental needs.

• Direct (effective) opening: All supervisors and coordinators will meet June 3 at 10 a.m. to

work out the annual operating budgets for their departments.


Body

• Explain and discuss the topic.

• Use graphic highlighting to facilitate reading, comprehension, and retention.

• Consider columns, headings, enumerations, bulleted lists, and so forth.


Closing

• Request action, including an end date.

• Summarize the message or provide a closing thought.


Formatting Hard-Copy Memos• Leave side margins of about 1¼ inches.• Line up all heading words with those

following Subject.• Indent lines following bulleted or

enumerated lines.• Use ragged line endings, not justified.• Don’t include complimentary close or

signature.


Leave side margins of about 1¼ inches.

DATE: Current

TO: Rob Montaine

FROM: Heidi Chan

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Welcome to Multimedia, Rob! 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

DATE: Current

TO: Rob Montaine

FROM: Heidi Chan




Enclosures

1¼ inchmargin

1¼ inchmargin


Line up all heading words with those following Subject.

DATE: Current

TO: Rob Montaine

FROM: Heidi Chan




Enclosures

DATE: Current

TO: Rob Montaine

FROM: Heidi Chan




Enclosures


Indent lines following bulleted or enumerated lines.

• Interoffice memo stationery may be used by any employee.

• Plain paper or letterhead stationery may also be used for memos, so long as the headings TO, FROM, DATE, and SUBJECT are included.

• Interoffice memo stationery may be used by any employee.

• Plain paper or letterhead stationery may also be used for memos, so long as the headings TO, FROM, DATE, and SUBJECT are included.


Don’t include complimentary close or signature.



Enclosures

Sincerely,



Enclosures

Sincerely,





Enclosures

Sincerely,



Enclosures

Sincerely,





Enclosures



Enclosures


Formatting E-Mail Messages• Enclose the receiver’s address in angle

brackets.• Include a salutation (such as Dear

Dawn, Hi Dawn, or Greetings), or weave the receiver’s name into the first sentence.

• Use word-wrap rather than pressing Enter at line endings.

• Single-space within paragraphs and double-space between paragraphs.


Formatting E-Mail Messages• Write in complete sentences, and use

upper and lowercase letters.

• Include a signature block, especially for messages to outsiders.


Formatting E-Mail Messages


Kinds of Memos

• Procedure and Information Memos

• Request and Reply Memos

• Confirmation Memos


Procedure and Information Memos

• These routine messages usually flow downward; they deliver company information and describe procedures.

• Tone is important; managers seek employee participation and cooperation.


Request and Reply Memos

• Memo requests for information and action follow the direct pattern.

• Memo replies are also organized directly with the most important information first.


Request Memo“Before” Version


DATE: Current

TO: Kim Johnson, Corporate Communications

FROM: Tim Rudolph, CEO

SUBJECT: NEW POLICY

This memo is written to inform you that I continue to receive disturbing reports about the misuse of e-mail by employees. In the course of the past three months I have heard of defamatory messages, downloads of pornography for all the staff to see, and even a basketball pool that turned into a gambling operation.

DATE: Current



SUBJECT: NEW POLICY

This memo is written to inform you that I continue to receive disturbing reports about the misuse of e-mail by employees. In the course of the past three months I have heard of defamatory messages, downloads of pornography for all the staff to see, and even a basketball pool that turned into a gambling operation.

Request Memo: “Before” Version


In view of the foregoing, I am herewith instructing your office that an e-mail policy for the staff is needed. By October 1 a rough draft of a policy should be forthcoming. At the very minimum it should inform each and every employee that e-mail is for business only. Employees must be told that we reserve the right to monitor all messages. No pictures should be in the e-mail system without there being a valid reason. And we should not be using e-mail to be saying anything about personnel matters--such as performance reviews and salaries.

If you have any questions, do not hesitate to call.

In view of the foregoing, I am herewith instructing your office that an e-mail policy for the staff is needed. By October 1 a rough draft of a policy should be forthcoming. At the very minimum it should inform each and every employee that e-mail is for business only. Employees must be told that we reserve the right to monitor all messages. No pictures should be in the e-mail system without there being a valid reason. And we should not be using e-mail to be saying anything about personnel matters--such as performance reviews and salaries.

If you have any questions, do not hesitate to call.

Request Memo: “Before” Version


Request Memo“After” Version


DATE: Current



SUBJECT: DEVELOPING STAFF E-MAIL POLICY

Please draft a policy outlining appropriate e-mail use for employees.

We need such a policy because I have received reports of misuse including defamatory statements, pornography downloads, and even gambling. Here are a few points that the policy should cover:

• E-mail is for business only.

DATE: Current



SUBJECT: DEVELOPING STAFF E-MAIL POLICY

Please draft a policy outlining appropriate e-mail use for employees.

We need such a policy because I have received reports of misuse including defamatory statements, pornography downloads, and even gambling. Here are a few points that the policy should cover:

• E-mail is for business only.

Request Memo: “After” Version


• E-mail messages may be monitored.

• No pictures or other attachments should be sent without valid reason.

• E-mail should not be used to discuss personnel matters.

Please submit a draft to me by October 1 since we hope to have a policy completed by November 1. Call if you have questions.

• E-mail messages may be monitored.

• No pictures or other attachments should be sent without valid reason.

• E-mail should not be used to discuss personnel matters.

Please submit a draft to me by October 1 since we hope to have a policy completed by November 1. Call if you have questions.

Request Memo: “After” Version


Confirmation Memos

• Also called “to-file” reports or “incident” reports.

• Record oral decisions, directives, and discussions.

• Include names and titles of people involved.

• Itemize major issues and request confirmation from the receiver.


Graphic Highlighting Techniques


Graphic Highlighting TechniquesActivity 8.3aEnumerated List

A recent survey of car buyers revealed the electronic options they wanted:

1. Cruise control 79.1%

2. Antilock brakes 61.1

3. Keyless entry 50.5

4. CD player 34.1

5. Trip counter 5.1

A recent survey of car buyers revealed the electronic options they wanted:

1. Cruise control 79.1%

2. Antilock brakes 61.1

3. Keyless entry 50.5

4. CD player 34.1

5. Trip counter 5.1


Our employee leasing program can be an efficient management tool because we handle the following tasks for you:• Payroll preparation• Employees’ benefits• Worker’s compensation premiums• State and federal reports

Our employee leasing program can be an efficient management tool because we handle the following tasks for you:• Payroll preparation• Employees’ benefits• Worker’s compensation premiums• State and federal reports

Graphic Highlighting TechniquesActivity 8.3b

Bulleted List


SAFETY TIPS FOR USING ATMs

1. Be aware of your surroundings, especially at night.

2. Use another ATM or come back later if you notice anything suspicious.

3. Put cash away promptly; count it later.

4. At night take a friend with you.

5. Park in a well-lighted area close to the ATM.

SAFETY TIPS FOR USING ATMs

1. Be aware of your surroundings, especially at night.

2. Use another ATM or come back later if you notice anything suspicious.

3. Put cash away promptly; count it later.

4. At night take a friend with you.

5. Park in a well-lighted area close to the ATM.

Graphic Highlighting TechniquesActivity 8.3cEnumerated List


The phenomenal growth of e-mail and use of the Internet mean that today’s communicators need special skills.

Communicating in the New World of E-Mail


To succeed, you must be able to:

• Express yourself concisely and quickly.

• Compose at the keyboard.

• Understand the ethics, courtesy, and privacy issues relating to e-mail.



• Develop confidence in using e-mail systems.

• Think globally.



Smart E-Mail Practices• Get the addresses right.

• Avoid misleading subject lines.

• Be concise.

• Don’t send anything you wouldn’t want published.

• Don’t use e-mail to avoid contact.

• Never respond when you’re angry.


• Care about correctness.

• Resist humor and tongue-in-cheek comments.

• Use design elements to improve readability of longer messages.

• Consider cultural differences.

• Assume that all business e-mail is monitored.

Smart E-Mail Practices


The Six Most Common Mistakes in Sending E-Mail

1. Address goofs

2. Lengthy messages or attachments

3. Misleading subject lines

4. Inappropriate content (such as

delivering bad news)


The Six Most Common Mistakes in Sending E-Mail

5. Instant indiscretions (angry or thoughtless statements)

6. Reckless copying


End

routine e-mail messages and memos-ch 8

Documents