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Routine E-Mail Messages
and Memos
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Characteristics of Successful
E-Mail Messages and Memos Headings: Date,To, From, Subject
Single topic
Conversational tone
Conciseness
Graphic highlighting
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Analyze and Anticipate
Do I really need to write?
What is my purpose?
How will the reader react?
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Research and Compose
Check files; collect information.
Study relevant documents.
Make an outline.
Write first draft.
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Revise, Proofread, and
Evaluate Revise for clarity.
Revise for correctness.
Plan for feedback.
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Organization of Memos
Subject line
Opening
Body
Closing
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Subject Line
Summarize the main idea.
Example: Budget Meeting June 3, 10 a.m.
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Opening
Start directly; restate and amplifythe main idea.
Indirect (ineffective) opening:
This is to inform you that we must complete the annualoperating budgets shortly. Over the past two months manysupervisors have met to discuss their departmental needs.
Direct (effective) opening:
All supervisors and coordinators will meet June 3 at 10a.m. to work out the annual operating budgets for theirdepartments.
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Body
Explain and discuss the topic.
Use graphic highlighting to
facilitate reading, comprehension,and retention.
Consider columns, headings,
enumerations, bulleted lists, and soforth.
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Closing
Request action, including an enddate.
Summarize the message or providea closing thought.
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Formatting Hard-Copy Memos
Leave side margins of about 1inches.
Line up all heading words withthose following Subject.
Indent lines following bulleted orenumerated lines.
Use ragged line endings, not
justified. Dont include complimentary close
or signature.
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Leave side margins ofabout 1 inches.
DATE: Current
TO: Rob Montaine
FROM: 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 ifyou have additional questions.
Enclosures
1 inch
margin1 inch
margin
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Line up all heading wordswith those following Subject.
DATE: Current
TO: Rob Montaine
FROM: Heidi Chan
SUBJECT: FORMATTING AND STATIONERYFOR 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
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Dont include complimentaryclose 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 ifyou have additional questions.
Enclosures
Sincerely,
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Formatting E-Mail Messages
Enclose the receivers address inangle brackets.
Include a salutation (such as DearDawn, Hi Dawn, or Greetings), or
weave the receivers name into thefirst sentence.
Use word-wrap rather than pressing
Enterat line endings. Single-space within paragraphs and
double-space between paragraphs.
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Formatting E-Mail Messages
Write in complete sentences, anduse upper and lowercase letters.
Include a signature block,
especially for messages tooutsiders.
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Formatting E-Mail Messages
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Kinds of Memos
Procedure and Information Memos
Request and Reply Memos
Confirmation Memos
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Procedure and Information
Memos These routine messages usually
flow downward; they deliver
company information and describeprocedures.
Tone is important; managers seek
employee participation andcooperation.
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Request and Reply Memos
Memo requests for information andaction follow the direct pattern.
Memo replies are also organized
directly with the most importantinformation first.
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Request MemoBefore Version
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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 receivedisturbing 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
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In view of the foregoing, I am herewith instructing your
office that an e-mail policy for the staff is needed. ByOctober 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
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Request MemoAfter Version
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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 foremployees.
We need such a policy because I have received reports ofmisuse including defamatory statements, pornographydownloads, and even gambling. Here area few points thatthe policy should cover:
E-mail is for business only.
Request Memo: After Version
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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 tohave a policy completed by November 1. Call if you have
questions.
Request Memo: After Version
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Confirmation Memos
Also called to-file reports orincident reports.
Record oral decisions, directives,
and discussions.
Include names and titles of peopleinvolved.
Itemize major issues and requestconfirmation from the receiver.
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Graphic Highlighting
Techniques
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Graphic Highlighting TechniquesActivity 8.3a
Enumerated 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
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Graphic Highlighting TechniquesActivity 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
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Graphic Highlighting TechniquesActivity 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.
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The phenomenalgrowth of e-mail anduse of the Internetmean that todays
communicators needspecial skills.
Communicating in the New
World of E-Mail
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Communicating in the New
World of E-MailTo succeed, you must be able to:
Express yourself concisely andquickly.
Compose at the keyboard.
Understand the ethics, courtesy,and privacy issues relating to e-mail.
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Communicating in the New
World of E-Mail Develop confidence in using e-mail
systems.
Think globally.
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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.
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Smart E-Mail Practices
Care about correctness. Resist humor and tongue-in-cheek
comments.
Use design elements to improvereadability of longer messages.
Consider cultural differences.
Assume that all business e-mail ismonitored.
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The Six Most Common
Mistakes in Sending E-Mail1. Address goofs
2. Lengthy messages or attachments3. Misleading subject lines
4. Inappropriate content (such asdelivering bad news)
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The Six Most Common
Mistakes in Sending E-Mail5. Instant indiscretions (angry or
thoughtless statements)
6. Reckless copying
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End