Chapter 8Chapter 8

Routine E-Mail Routine E-Mail Messages and MemosMessages and Memos

Guffey, Rhodes, RoginBusiness Communication: Process and Product,

2nd Brief Canadian Edition Copyright © 2007 by Nelson, a division of Thomson Canada Limited

Ch. 8, Slide 2

Business Communication: Process and Product, 2nd Brief Canadian Edition

The phenomenal The phenomenal growth of e-mail and growth of e-mail and use of the Internet use of the Internet mean that today’s mean that today’s communicators need communicators need special skills.special skills.

Communicating in the Communicating in the New World of E-MailNew World of E-Mail

Ch. 8, Slide 3

Business Communication: Process and Product, 2nd Brief Canadian Edition

Communicating in the Communicating in the New World of E-MailNew World of E-Mail

To succeed, you must be able to:

• Express yourself concisely and quickly.

• Compose at the keyboard.

• Understand e-mail ethics, courtesy, and privacy issues.

Ch. 8, Slide 4

Business Communication: Process and Product, 2nd Brief Canadian Edition

Characteristics of Characteristics of Successful E-Mail Successful E-Mail

Messages and MemosMessages and Memos• Headings: Date, To, From, Subject

• Single topic

• Conversational tone

• Conciseness

• Graphic highlighting

Ch. 8, Slide 5

Business Communication: Process and Product, 2nd Brief Canadian Edition

Structuring E-Mail Structuring E-Mail Messages and MemosMessages and Memos

• Subject line

• Opening

• Body

• Closing

Ch. 8, Slide 6

Business Communication: Process and Product, 2nd Brief Canadian Edition

Subject LineSubject Line

• Summarize the main idea.

Example: Budget Meeting June 3, 10 a.m.

Ch. 8, Slide 7

Business Communication: Process and Product, 2nd Brief Canadian Edition

OpeningOpening

• 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.

Ch. 8, Slide 8

Business Communication: Process and Product, 2nd Brief Canadian Edition

BodyBody

• Explain and discuss the topic.

• Use graphic highlighting to facilitate reading, comprehension, and retention.

• Consider columns, headings, enumerations, bulleted lists, and so forth.

Ch. 8, Slide 9

Business Communication: Process and Product, 2nd Brief Canadian Edition

ClosingClosing

• Request action, including an end date.

• Summarize the message or provide a closing thought.

Ch. 8, Slide 10

Business Communication: Process and Product, 2nd Brief Canadian Edition

Formatting E-Mail Formatting E-Mail MessagesMessages

Formatting Tips for E-Formatting Tips for E-mail Messagesmail Messages

• Include receiver’s name and address

• Include your name and e-address

• Insert addresses of anyone receiving courtesy or blind copies

• Present a clear description of the message in the Subject Line

Ch. 8, Slide 11

Business Communication: Process and Product, 2nd Brief Canadian Edition

Formatting Tips for E-Formatting Tips for E-mail Messagesmail Messages

• Include a salutation, e.g. “Hi”, “Greetings” especially to outsiders

• Double space between paragraphs

• Single Space within paragraphs

• Do not type in all caps or in all lowercase

• Include full contact information in signature block

Ch. 8, Slide 12

Business Communication: Process and Product, 2nd Brief Canadian Edition

Ch. 8, Slide 13

Business Communication: Process and Product, 2nd Brief Canadian Edition

Using E-Mail Smartly and Using E-Mail Smartly and SafelySafely

Getting Started

• Consider composing offline.

• Get the address right.

• Avoid misleading subject lines.

• Apply the top-of-screen test.

Ch. 8, Slide 14

Business Communication: Process and Product, 2nd Brief Canadian Edition

Using E-Mail Smartly and Using E-Mail Smartly and SafelySafely

Content, Tone, and Correctness

• Be concise.

• Care about correctness.

• Care about tone.

• Resist humour and tongue-in-cheek comments.

• Don’t use e-mail to avoid contact.

• Don’t send anything you wouldn’t want published.

Ch. 8, Slide 15

Business Communication: Process and Product, 2nd Brief Canadian Edition

Using E-Mail Smartly and Using E-Mail Smartly and SafelySafely

Netiquette

• Limit any tendency to send blanket copies.

• Never send “spam.”

• Consider using identifying labels (FYI, ACTION, RE, URGENT)

• Use capital letters ONLY for emphasis or for titles.

• Don’t forward without permission.

• Reduce attachments.

Ch. 8, Slide 16

Business Communication: Process and Product, 2nd Brief Canadian Edition

Using E-Mail Smartly and Using E-Mail Smartly and SafelySafely

Reading and Replying to E-Mail

• Scan all messages before replying to any.

• Print only when necessary.

• 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’re angry.

Ch. 8, Slide 17

Business Communication: Process and Product, 2nd Brief Canadian Edition

Using E-Mail Smartly and Using E-Mail Smartly and SafelySafely

Personal Use

• Don’t use company computers for personal matters.

• Assume that all e-mail is monitored.

Ch. 8, Slide 18

Business Communication: Process and Product, 2nd Brief Canadian Edition

Using E-Mail Smartly and Using E-Mail Smartly and SafelySafely

Other Smart Practices

• Use design to improve readability of longer messages.

• Consider cultural differences.

• Double-check before hitting the Send button.

Ch. 8, Slide 19

Business Communication: Process and Product, 2nd Brief Canadian Edition

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