routine e-mail messages and memos-ch 8
TRANSCRIPT
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 3
The Writing Process
• Analyze and anticipate
• Research and compose
• Revise, proofread, and evaluate
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 4
Analyze and Anticipate
• Do I really need to write?
• What is my purpose?
• How will the reader react?
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 5
Research and Compose
• Check files; collect information.
• Study relevant documents.
• Make an outline.
• Write first draft.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 6
Revise, Proofread, and Evaluate
• Revise for clarity.
• Revise for correctness.
• Plan for feedback.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 7
Organization of Memos
• Subject line
• Opening
• Body
• Closing
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 8
Subject Line
• Summarize the main idea.
Example: Budget Meeting June 3, 10 a.m.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 9
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.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 10
Body
• Explain and discuss the topic.
• Use graphic highlighting to facilitate reading, comprehension, and retention.
• Consider columns, headings, enumerations, bulleted lists, and so forth.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 11
Closing
• Request action, including an end date.
• Summarize the message or provide a closing thought.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 12
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.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 13
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
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
1¼ inchmargin
1¼ inchmargin
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 14
Line up all heading words with those following Subject.
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
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 15
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.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 16
Don’t include complimentary close or signature.
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
Sincerely,
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
Sincerely,
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 17
Don’t include complimentary close or signature.
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
Sincerely,
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
Sincerely,
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 18
Don’t include complimentary close or signature.
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
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 19
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.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 20
Formatting E-Mail Messages• Write in complete sentences, and use
upper and lowercase letters.
• Include a signature block, especially for messages to outsiders.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 21
Formatting E-Mail Messages
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 22
Kinds of Memos
• Procedure and Information Memos
• Request and Reply Memos
• Confirmation Memos
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 23
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.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 24
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.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 25
Request Memo“Before” Version
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 26
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
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 27
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 28
Request Memo“After” Version
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 29
DATE: Current
TO: Kim Johnson, Corporate Communications
FROM: 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.
DATE: Current
TO: Kim Johnson, Corporate Communications
FROM: 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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 30
• 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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 31
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.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 32
Graphic Highlighting Techniques
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 33
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 34
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 35
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 36
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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 37
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.
Communicating in the New World of E-Mail
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 38
• Develop confidence in using e-mail systems.
• Think globally.
Communicating in the New World of E-Mail
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 39
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.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 40
• 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
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 41
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)
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 42
The Six Most Common Mistakes in Sending E-Mail
5. Instant indiscretions (angry or thoughtless statements)
6. Reckless copying
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 43
End