essentials of business communication third canadian edition by mary ellen guffey and brendan nagle...

Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning

Memorandums and E-mail

C H A P T E R

5


Learning Objectives

Distinguish between direct and indirect writing strategies.

Recognize functions, characteristics, and kinds of internal messages.

Write memos and e-mail messages that deliver information.


Learning Objectives

Write memos and e-mail messages that make requests.

Apply techniques for emphasizing important points in lists.

Write memos and e-mail messages that respond to other documents.


Functions

Memorandums (memos) and electronic mail (e-mail) are used primarily to deliver information within an organization. They:

Explain policies, procedures, guidelines Make announcements Request information Follow up conversations Provide written record Replace meetings


Characteristics of Successful Memos

Headings - To, From, Date, Subject Single topic Conversational tone Conciseness


Forms of Internal Messages

Standard memos (printed)

MemoTo:From:Date:Subject:


Forms of Internal Messages

Electronic mail memos (e-mail)

MemoMemo


E-Mail

When composing electronic messages: Upload from word processing program. Provide descriptive subject line. Keep lines, paragraphs, messages short. Don’t automatically include sender’s message. Care about correctness. Avoid sensitive messages.


The Direct Strategy

Big Idea First Details or Explanation Closing Thought


The Direct Strategy

Advantages of starting with main idea Saves time for reader Enables readers to develop proper mind-set Helps writer organize message logically


Writing Plan for Memos

Subject line - summarizes memo contents First sentence - states the main idea Body - provides background and explains

main idea Closing - requests action, summarizes

message, or presents closing thought


Write the Subject Line

Try to summarize contents of memo Make subject line brief and meaningful

attract attention create a clear and accurate picture

To:

From:

Date:

Subject: COPIER OPERATION GUIDELINES


Begin with the Main Idea Start directly; restate and amplify the main

idea. Indirect opening:

This is to inform you that we have received documentation from the copier company. Over the past few months many of you have had problems with the operation of the copier.

Direct opening:ADC Business Machines has presented the following guidelines for copier operation.


Explain in the Body

Explain and discuss the topic. Use graphic highlighting to facilitate

reading, comprehension, and retention. Consider columns, headings, enumerations,

bulleted lists, and so forth. Group similar ideas together. Use an informal tone, conversational

language and occasional personal pronouns.


Explain in the Body

ADC Business Machines has presented the following guidelines for copier operation.

1. Enter the numeric code.

2. Enter the number of copies desired.

3. Select the duplex code.

4. Select the sorting code.

5. Press start.


Close the Memo

Request action, including an end date.Summarize the message, or Provide a courteous closing thought.

Using these guidelines should make operating the copier easier and more efficient.


Improve Readability with Lists

List items must be parallel

Ineffective:The payroll department requested hiring

- A manager functioning as a supervisor

- Payroll clerks

- People who do clerical work



Effective:The payroll department requested hiring

- Supervising managers

- Payroll clerks

- Clerical assistants



Use complete introductory words

Ineffective: Mr. Haugen’s plan is

- To hire knowledgeable service people.

- To have people familiar with products.

- To hire smart employees who learn quickly.



Effective:

Mr. Haugen’s plan is to hire new service people who are

- Knowledgeable

- Familiar with products

- Smart and learn quickly



Use a colon after most list introductions

Do not use a colon if (1) the list items follow a verb or preposition or (2) another sentence precedes the list.


Improve Readability with Lists Ineffective:

Her reference manuals include: a dictionary, a thesaurus, and an office reference manual.

Effective:

Her reference manuals include the following: a dictionary, a thesaurus, and an office reference manual.



Omit punctuation after any item listed vertically.

Capitalize the initial letter of any item listed vertically.The payroll department requested hiring

- Supervising managers

- Payroll clerks

- Clerical assistants


Types of Memos and E-mail Messages

Informing Requesting Responding Persuading


Memos that Inform

Routine messages that deliver company information and describe procedures.

Should be clear, and concise. Tone is important.


Memos that InformTO: Andrea Deslauriers

DATE: August 12, 200x Operations Manager

FROM: Steven W. Wu Mail Service Supervisor

SUBJECT: Your April 30 Memo about Reducing Mail Costs

As you requested, here is a brief summary of three measures Mail Services is taking to reduce overall mailing costs.

Explain organizational policies, procedures, and guidelines.

Tells what the memo is about.


Memos that InformEliminating Duplicate Addresses. For mass mailings we’re redoubling our efforts to locate duplicate entries, particularly when we merge multiple

mailing lists.Limiting Envelope Size.We’re asking all departments to use the smaller company envelopes where possible. Larger envelopes cost more. Using Presorting Discounts.To take advantage of first-and third-class discounts, we’re considering presortinglarge mailings by postal code and by carrier route.

Summarizes the three measures.


Memos that Inform

These are cost-reduction steps we’ve taken thus far. If you’d like more detailed information, I’d be happy to talk with you about our efforts or to prepare a more formal report.

Closes with a brief summary and a closing thought.


Memos that Request

Memo requests for information and action follow the direct pattern.

Memo requests that may encounter resistance follow the indirect pattern

Requests should be courteous. Requests should include an end date with a

reason


Memos that RequestTO: All Employees

DATE: Current

FROM: Mary Medeiros, Human Resources

SUBJECT: Survey for PowerPoint Training

Please answer the survey below about possible dates and times for conducting a PowerPoint training seminar. Many of our supervisors have asked if the Training Department could conduct a PowerPoint seminar during the week.

Should encourage cooperation.

Prepares reader by describing the main idea.


Memos that Request

Your answers to the following survey will help the trainers offer such a seminar. Check the day of week and the time you could attend.___ Monday ___ Wednesday ___ Friday___ 8-12 ___ 1-5 ___ 6-10

Explains reason behind request and provides details.


Memos that Request

Your individual responses are requested by May 10 so that seminar dates and times can be set at the next Training Department meeting on May 13.

Closes with end date and reason.


Memos that Respond

Collect necessary information Organize your thoughts. Make a brief outline of points you will

cover


Memos that RespondTO: Mary Medeiros

FROM: Training Department

DATE: Current

SUBJECT: Results of PowerPoint Survey

Here are the responses to the survey requesting the days of the week and times of the day that company supervisors could attend a PowerPoint training seminar.

Opens with summary of main idea and reference to previous message.


Memos that RespondDays Responses

Monday 12

Wednesday 4

Friday 0

Times Responses

8 - 12 2

1 - 5 13

6 - 10 1

Presents responses in order of original request.

Uses underlining to emphasize and clarify groupings.


Memos that Respond

I think the seminar should be held on Mondays from 1 to 5 p.m. Let me know if I can provide any additional information for seminar planning.

Closes with re-assuring remark and offers further assistance.


Memo Checklist

Does your memo...1. Follow correct form? (TO, FROM, DATE,

SUBJECT)

2. Contain a subject line that summarizes the memo clearly but in abbreviated language?

3. Start with the main idea in the first paragraph?

4. Provide explanation and amplification in the body?


Memo Checklist

Does your memo...5. Close with one of the following:

a. A specific request for action

b. A summary of the memo

c. A concluding statement

6. Contain any misspelled words?

7. Use correct punctuation?


E-Mail Tips

Include a descriptive subject line. Provide personal identification. Capture attention immediately. Paragraph for readability. Maintain standards of correctness. Check e-mail regularly.


Try Your Skill

Answer the following questions.

1. List three functions of a memo.

1)

2)

3)


Try Your Skill

Answer the following questions.

1. List three functions of a memo.

1) Follow up conversations

2) Make announcements

3) Request information

Provide written record

Replace meetings

Explain policies, procedures, guidelines


Try Your Skill

2.List the headings used for a memo.a.

b.

c.

d.


Try Your Skill

2. List the headings used for a memo.a. To

b. From

c. Date

d. Subject


Try Your Skill

3. List the three elements of the direct writing strategy.1)

2)

3)


Try Your Skill

3. List the three elements of the direct writing strategy.1) Start with main idea

2) Follow with details and explanation

3) End with closing thought


Try Your Skill

4. What part of a memo summarizes memo contents?

a. Subject line

b. First sentence

c. Body

d. Closing


Try Your Skill

5. What part of a memo provides background data and explains the main idea?

a. Subject line

b. First sentence

c. Body

d. Closing


Try Your Skill

6. What part of a memo requests action, summarizes the message, or presents the closing thought?

a. Subject line

b. First sentence

c. Body

d. Closing


Try Your Skill

6. What part of a memo states the main idea?a. Subject line

b. First sentence

c. Body

d. Closing


Try Your Skill

7. What part of a memo requests action, summarizes the message, or presents the closing thought?

a. Subject line

b. First sentence

c. Body

d. Closing

essentials of business communication third canadian edition by mary ellen guffey and brendan nagle...

Documents

guidelines u

body u

u details

conversations u

attention u

reader u

meaningful u

u upload