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1© 2003 Pearson Education, Inc., publishing as Longman Publishers.
Week 5Memo, E-mail and Letters
Technical CommunicationJohn M. Lannon
PowerPoint prepared by Jimidene Murphy (and messed with by Ray Lacina – shhh….)
2© 2003 Pearson Education, Inc., publishing as Longman Publishers.
Why write?
What situations call for writing? Message is important or complex It’s necessary to create a written record.
What are a few examples of situations
which might call for writing?
3© 2003 Pearson Education, Inc., publishing as Longman Publishers.
Advantages
A written message: Lessens chance of
misunderstandings Gives readers concrete document to
refer to later for clarification Ensures that all people receive same
message Example?
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Disadvantages
Unfortunately, a written message also: Creates paper trails May irritate readers if a phone call
would have done the job May make a situation public that is
best dealt with in private Example?
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An Effective Message
Well-organized Concise Written in Reader Friendly Style (not
“Letterese” Gives prominence to main idea Satisfies reader’s informational
needs
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Memos, Letters & E-mail:
Document an agreement, action, plan, or request
Inform staff members about change Introduce a document Answer requests Request information Suggest a change
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Interpersonal Considerations
Focus on the reader’s perspective Focus on the human connection Use plain English (Avoid Letterese) Anticipate the reader’s reaction Decide on the direct or the indirect plan
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Giving Good News
Main idea early Present good news clearly, concisely,
courteously in pleasant, good-natured tone Reader reaction is influenced by
sequence in which you present your ideas –opening sentence that says “yes” will grab reader and encourage him to keep reading
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Giving Good News
Necessary details: Anything that helps reader understand
message Will not benefit reader if it doesn’t
give all the details necessary for him to fully understand message
Anticipate questions—You Attitude
10© 2003 Pearson Education, Inc., publishing as Longman Publishers.
Giving Good News
Action step Tells readers what to do, how to do
it, & when Convince reader that action he must
perform is easy-- don’t make things complicated—don’t appear dictatorial
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Giving Good News
Positive closing Emphasizes what has or will be done
& avoids mentioning anything that can’t be done
Key word is positive—don’t leave reader with negative impression
Review
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Good News Messages
Effect of Good-news memos on readers
Capture reader’s attention Satisfy their informational needs Build & maintain their good-will
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When to Use: Simple Memo Neutral—written for reader’s
information Introduce reports, project outlines,
other material Also used when reader is familiar w/
subject Summarize recent conversations Inform readers something has been
acted on, received, or sent
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When to Use: Requests First, ask yourself: What info do I
need? What action do I want reader to take?
Begin message by making request Next justify request or inquiry with
your reasons Next, give precise description of
what you need so reader can fulfill request or answer your inquiry
15© 2003 Pearson Education, Inc., publishing as Longman Publishers.
When to Use: Positive Announcement
• Announce positive change w/details • Outline any necessary procedural
changes that may affect staff, or any actions they must perform before change is implemented
• Point out how any extra work change may create will provide long term benefits
• End w/ positive note, perhaps giving credit to people who worked to bring about change
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Giving Bad News Contain message reader may
consider disappointing or unfavorable
Underlying purpose of every Bad-News message is to retain reader’s goodwill
Convey your sincere concern Avoid personal rejection. Tone
should be sincere and professional.
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Guidelines for Bad News
Use You Attitude—if possible, show how bad news will serve your reader’s needs and interests
Be tactful—don’t focus on reader’s inadequacies or mistakes: make it clear you are rejecting request, not the person who made it
18© 2003 Pearson Education, Inc., publishing as Longman Publishers.
Guidelines for Bad News
Take problem-solving approach—denied requests are problems to be solved
Display confidence—don’t apologize, explain
Reply promptly don’t get readers’ hopes up, or let them figure out bad news for themselves.
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Giving Bad News
Positive opening Serves as cushion for bad news that
follows Should flow from positive to negative,
but don’t mislead reader
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Giving Bad News
Explanation of circumstances Want to persuade reader that
refusal/denial is necessary Give straightforward explanation
supported by facts
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Giving Bad News
Statement of Bad News Put in middle of paragraph to avoid
drawing attention to it—begin w/explanation
If bad-news clear from reasons, omit this statement
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Giving Bad News
Constructive suggestion Offer alternative Provide info that will help reader fulfill
his need Offer appropriate substitute
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Giving Bad News
Positive closing Find ways to express appreciation or
invite further discussion You might ask reader to let you
know if an alternative you offered in constructive suggestion is acceptable
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When to Use: Refusing Requests
Refusal should be clear, but not rude/slighting
Begin w/ buffer assuring reader you have carefully thought over his position, understand his needs
Briefly explain why answer was no End on a positive note
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When to Use: Announcing Change
Follow indirect pattern when announcing any changes that may be viewed negatively
Review Exercise: Evaluate and Rewrite this
Memo Review: Model for Diagnostic
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Elements of a Usable Memo
Easy to scan Easy to file Easy to retrieve Effective headers, subject lines,
and body text
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Common Types of Memo Reports
Recommendation reports Justification reports Progress reports Periodic activity reports Survey reports Minutes of meetings
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Parts of a Memo
HeadingBody Special NotationsSample Memo
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Benefits of E-Mail Speed Convenience Nonintrusive nature Democratic Good opportunity for lateral or upward
communication Vehicle for creative thinking Vehicle for collaboration
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Some IssuesRegarding Email Copyright Privacy Quality
Information overload Junk mail Poorly edited messages Flaming Tendency to be informal
31© 2003 Pearson Education, Inc., publishing as Longman Publishers.
When a Letter is Better than a Memo or Email
Use a letter when you need to Personalize your message Convey a dignified, professional impression Act as a representative of your company Present a carefully constructed case Respond to clients, customers, or anyone outside
your organization Provide an official notice or record of an
announcement or legal action
32© 2003 Pearson Education, Inc., publishing as Longman Publishers.
Parts of a Letter
Heading / company nameHeading / company name
Date and inside addressDate and inside address
SalutationSalutation
Body of letterBody of letter
Closing and signatureClosing and signature
Any notationsAny notations
33© 2003 Pearson Education, Inc., publishing as Longman Publishers.
Collaborative Exercise
Now apply what you’ve learned to resolving the following case scenario:
Honey for Flies
Instructions and Peer Evaluation Sheets are in this week’s packet.
