Routine E-Mail Messages and Memos

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 1 inches. Line up all heading words with those following Subject. Indent lines following bulleted or enumerated lines. Use ragged line endings, not justified. Dont include complimentary close or signature.

Leave side margins of about 1 inches.

DATE: TO: FROM: Current Rob Montaine Heidi Chan

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

1 inch margin

Welcome to Multimedia, Rob! Im 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

1 inch margin

Line up all heading words with those following Subject.

DATE: TO: FROM: Current Rob Montaine Heidi Chan

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS Welcome to Multimedia, Rob! Im 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

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.

Dont include complimentary close or signature.

Welcome to Multimedia, Rob! Im 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 Sincerely,

Formatting E-Mail Messages

Enclose the receivers address in angle brackets. Include a salutation (such as Dear Dawn, Hi Dawn, or Greetings), or weave the receivers 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

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.

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.

Request Memo
After Version

Request Memo: After Version

DATE:
TO: FROM:

Current
Kim Johnson, Corporate Communications Tim Rudolph, CEO

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.

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 Techniques

Activity 8.3a
Enumerated List

A recent survey of car buyers revealed the electronic options they wanted: 1. Cruise control 79.1%

2. Antilock brakes
3. Keyless entry 4. CD player 5. Trip counter

61.1
50.5 34.1 5.1

Graphic Highlighting Techniques

Activity 8.3b
Bulleted List

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

Graphic Highlighting Techniques

Activity 8.3c
Enumerated 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.

Communicating in the New World of E-Mail

The phenomenal growth of e-mail and use of the Internet mean that todays 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 email.

Communicating in the New World of 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.
Dont send anything you wouldnt want published. Dont use e-mail to avoid contact. Never respond when youre angry.

Smart E-Mail Practices

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.

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