Ch05 instructor

© 2010 Thomson South-WesternInstructor Only Version

CHAPTER 5CHAPTER 5

ElectronicElectronicMessages andMessages andMemorandumsMemorandums

Chapter 5, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 8e

Phase 3• Revision• Proofreading• Evaluation

Do I really need to write? What communication channel is best? Why am I writing? How will the reader react? How can I save my reader’s time?

Phase 2• Research• Organization• Composition

Applying the Writing ProcessApplying the Writing Process

Phase 1 • Analysis• Anticipation • Adaptation


Applying the Writing ProcessApplying the Writing Process




© ISTOCKPHOTO.COM / JACOB WACKENHAUSEN

Chapter 1, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 8e




Check files, gather documentation. Outline or list points to cover. Compose first draft; expect to revise.



Revise for clarity and conciseness. Proofread for correctness. Plan for feedback.




Paper-based messages

• Business letters• Interoffice

memos

How Organizations Exchange How Organizations Exchange Written MessagesWritten Messages

Electronic messages• E-mail• Instant

messaging• Text messaging• Podcasts• Blogs• Wikis


Components of E-Mail and MemosComponents of E-Mail and Memos

Opening

Closing

Subject Line

Body

© G

EO

RG

E F

RE

Y /

BLO

OM

BE

RG

NE

WS

/ L

AN

DO

V


Opening Frontload main idea immediately. Avoid reviewing background.

Subject Line Summarize message clearly and

concisely. Avoid meaningless one-word headings,

such as "Help" or "Urgent."



Body Organize information and explanations

logically. Cover just one topic. Use numbered and bulleted lists. Consider adding headings for visual

impact.



Closing options End with action information, dates, and

deadlines. Summarize the message. Provide a closing thought. Avoid overused expressions.



Formatting E-Mail MessagesFormatting E-Mail Messages

Consider keying receiver’s full name with angle brackets.

To: Ann Jones<[email protected]> From: Entered automatically Subject: Meaningful topic summary Cc: Receiver of copyAttached:

Guide Words


No salutation Ann, Dear Ann:, Hi, or Good

morning! Include name

in first line

“Thanks, Ann, for your help . . .”


Salutation options


Cover just one topic. Use uppercase and lowercase letters. Use short line length if message might be

forwarded.

Consider a complimentary closing such as Best or Cheers.

Include your name and full contact identification– especially for messages to outsiders.


Body

Closing


Formatting Hard-Copy MemosFormatting Hard-Copy Memos

Double-space DATE, TO, FROM, SUBJECT.

Align all words after the colon following “Subject.”

Guide Words



On plain paper set 1-inch top and bottom margins.

If desired, type the company name 1 inch from the top.

A double-space below the company name, type heading “Memo” or “Memorandum.”

Top and Bottom Margins



Set left and right margins of 1.25 inches. Single-space the body.

Side Margins and Spacing

Click icon for a sample document:

Adobe Acrobat Document


Formatting E-Mail Messages Formatting E-Mail Messages

Open e-mailby clicking

icon at right.

Adobe Acrobat Document


Formatting E-Mail Messages

Dear Dawn:

To speed telephone installation and improve service within the main facility, we are starting a new application procedure.

Service request forms will be available at various locations within the three buildings. When you require telephone service, pick up a request form at your nearest location. Fill in the pertinent facts, obtain approval from your division head, and send the form to Brent White.

Please call me at 451-0593 if you have any questions about this new procedure.

Best,

Jay Murray, Vice President, Facilities and OperationsPhone: (245) 451-0593 ● Fax: (245) 451-3389E-Mail: [email protected]

Use a complimentaryclose and include your contact information.

Include a salutationfor a friendly tone.

Single-space body;double-space between paragraphs.

Use angle bracketsfor Internet addresses

Write complete sentences and useupper and lower-case letters.


Model E-Mail MessageModel E-Mail Message

Matt:

Two interns will work in your department from September 20 through November 30. As part of their supervision, you should do the following:

Develop a work plan describing their duties.

Matt:

Two interns will work in your department from September 20 through November 30. As part of their supervision, you should do the following:

Develop a work plan describing their duties.

To:From:

Subject:Cc:

Attached:

Matt Ferranto [email protected] Johnson [email protected] Two Assigned Interns


Supervise their work to ensure positive results. Assess their professionalism in completing all assigned work.

Please examine the packet we are sending you. It contains forms and additional information about the two students assigned to your department. Call me at Ext. 248 if you have questions.

Best,

Brooke

Brooke JohnsonHuman Resources & DevelopmentE-mail: [email protected]: (425) 896-3420

Supervise their work to ensure positive results. Assess their professionalism in completing all assigned work.

Please examine the packet we are sending you. It contains forms and additional information about the two students assigned to your department. Call me at Ext. 248 if you have questions.

Best,

Brooke

Brooke JohnsonHuman Resources & DevelopmentE-mail: [email protected]: (425) 896-3420

Model E-Mail MessageModel E-Mail Message


Getting Started Content, Tone, Correctness Netiquette Reading and Replying Personal Use Other Smart Practices

Using E-Mail Smartly, Safely, Using E-Mail Smartly, Safely, and Professionallyand Professionally


Consider composing off line.

Type the receiver’s address correctly.

Avoid misleading subject lines.

Apply the top-of-the-screen test.


Getting Started


Be concise. Don’t send anything you wouldn’t want

published. Don’t use e-mail to avoid contact. Care about correctness and tone. Resist humor and rage.


Content, Tone, Correctness


Limit any tendency to send blanket copies. Never send “spam.” Consider using identifying labels, such as

ACTION, FYI, RE, URGENT. Use capital letters only for emphasis or for

publication titles. Seek permission before forwarding and

beware of long threads.


Netiquette


Scan all messages before replying. Print only when necessary. Acknowledge receipt. Don’t automatically return the sender’s

message. Revise the subject line if the topic changes. Provide a clear, complete first sentence. Never respond when you are angry.


Reading and Replying


Don’t use company computers for personal matters unless allowed by your organization.

Assume that all e-mail is monitored.




© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

Other Smart Practices Use design to improve readability of

longer messages. Consider cultural differences. Double-check before hitting the Send

button.


Learn about your organization’s IM policies. Are you allowed to use IM?

Make yourself unavailable when you need to complete a project or meet a deadline.

Organize your contact list to separate business contacts from family and friends.

Best Practices for Using Instant Best Practices for Using Instant Messaging ProfessionallyMessaging Professionally


Don’t send anything confidential or sensitive.

Be aware that instant messages can be saved. Be careful about what you write.

Keep personal messaging to a minimum.

Show patience by not blasting multiple messages to coworkers if a response is not immediate.



Keep your presence status up-to-date.

Beware of jargon, slang, and abbreviations, which may be confusing and unprofessional.

Respect your receivers by using good grammar, proper spelling, and careful proofreading.



•Summarize the message content.

SubjectSubjectlineline

Expand the subject line by stating the main idea concisely in a full sentence.

OpeningOpening

Writing Plan for Information and Writing Plan for Information and Procedure E-Mail Messages and MemosProcedure E-Mail Messages and Memos


Provide background data and explain the main idea. In describing a procedure or giving instructions, use command language (do this, don't do that).

BodyBody

Request action, summarize the message, or present a closing thought.

ClosingClosing

Writing Plan for Information and Writing Plan for Information and Procedure E-Mail Messages and MemosProcedure E-Mail Messages and Memos


Ineffective Information Memo Date: May 1, 200xTo: Department ManagersFrom: Waldo HightowerSubject: Hiring

As summer approaches, we have been thinking about hiring new employees. This is to inform you that we have scheduled three employment interviewing sessions. Your presence is required at these sessions to help us avoid making poor selections. Please mark your calendar for the three times. The first meeting is May 3 in the conference room. The second meeting is May 9 in Office 22 (the conference room was scheduled). On May 15 we can finish up in the conference room. In view of the fact that your projects need talented new team members, I should not have to urge you to attend and be well prepared.

Please examine all the candidates' résumés and send me your ranking lists.

Faults:1. Starts indirectly with an explanation instead of the main idea.2. Does not provide helpful subject line.3. Fails to develop reader benefits.4. Sounds negative ("avoid making poor selections"; "your presence required"; "should not have to urge you")5. Fails to list dates for improved readability.6. Does not include end date for returning lists.7. Includes wordy phrases ("This is to inform you," "In view of the fact that").


Improved Information Memo Date: May 1, 200x

To: Department Managers

From: Waldo Hightower

Subject: Schedule for Employment Interviews

To help you find talented new team members for your projects, we have scheduled the following three employment interviewing sessions:

May 3 Conference RoomMay 9 Office 22May 15 Conference Room

Before the meetings, please examine all the candidates’ résumés. Send me your ranking lists before May 1 so that we can work together to hire the top people you select.

Improvements:1. Includes subject line that accurately summarizes memo topic.2. Opens directly with main idea.3. Looks at subject from reader's perspective.4. Eliminates wordy expressions.5. Lists dates in columns for improved readability.6. Avoids negativity; achieves positive tone throughout.7. Concludes with end date and reason.8. Emphasizes reader's benefits.


Writing Plan for RequestsWriting Plan for Requests

Summarize the request and note the action desired.


Begin with the request or a brief statement introducing it.OpeningOpening


Writing Plan for RequestsWriting Plan for Requests

Provide background, justification, and details. If asking questions, list them in parallel form.

BodyBody

Request action by a specific date. If possible, provide a reason. Express appreciation, if appropriate.

ClosingClosing


Writing Plan for RepliesWriting Plan for Replies

Summarize the main information from your reply.


Start directly by responding to the request with a summary statement.

OpeningOpening


Writing Plan for RepliesWriting Plan for Replies

Provide additional information and details in a readable format.BodyBody

Add a concluding remark, summary, offer of further assistance, or request for further action.

ClosingClosing

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