Electronic Messages and Memorandums CHAPTER 5 Electronic Messages and Memorandums

Applying the Writing Process Phase 1 Analysis Anticipation Adaptation Phase 2 Research Organization Composition 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?

Applying the Writing Process © ISTOCKPHOTO.COM / JACOB WACKENHAUSEN Phase 1 Analysis Anticipation Adaptation Phase 2 Research Organization Composition Phase 3 Revision Proofreading Evaluation

Check files, gather documentation. Outline or list points to cover. Phase 1 Analysis Anticipation Adaptation Phase 2 Research Organization Composition Phase 3 Revision Proofreading Evaluation Check files, gather documentation. Outline or list points to cover. Compose first draft; expect to revise.

Revise for clarity and conciseness. Proofread for correctness. Phase 1 Analysis Anticipation Adaptation Phase 2 Research Organization Composition Phase 3 Revision Proofreading Evaluation Revise for clarity and conciseness. Proofread for correctness. Plan for feedback.

How Organizations Exchange Written Messages Electronic messages E-mail Instant messaging Text messaging Podcasts Blogs Wikis Paper-based messages Business letters Interoffice memos

Components of E-Mail and Memos  Subject Line  Opening  Body © GEORGE FREY / BLOOMBERG NEWS / LANDOV  Closing

Components of E-Mail and Memos  Subject Line Summarize message clearly and concisely. Avoid meaningless one-word headings, such as "Help" or "Urgent."  Opening Frontload main idea immediately. Avoid reviewing background.

Components of E-Mail and Memos  Body Organize information and explanations logically. Cover just one topic. Use numbered and bulleted lists. Consider adding headings for visual impact.

Components of E-Mail and Memos  Closing options End with action information, dates, and deadlines. Summarize the message. Provide a closing thought. Avoid overused expressions.

Formatting E-Mail Messages Guide Words Consider keying receiver’s full name with angle brackets. To: Ann Jones<ajones@peach.com> From: Entered automatically Subject: Meaningful topic summary Cc: Receiver of copy Attached:

Formatting E-Mail Messages Salutation options No salutation Ann, Dear Ann:, Hi, or Good morning! Include name in first line “Thanks, Ann, for your help . . .”

Formatting E-Mail Messages Body Cover just one topic. Use uppercase and lowercase letters. Use short line length if message might be forwarded. Closing Consider a complimentary closing such as Best or Cheers. Include your name and full contact identification– especially for messages to outsiders.

Formatting Hard-Copy Memos Guide Words Double-space DATE, TO, FROM, SUBJECT. Align all words after the colon following “Subject.”

Formatting Hard-Copy Memos Top and Bottom Margins 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.”

Formatting Hard-Copy Memos Side Margins and Spacing Set left and right margins of 1.25 inches. Single-space the body. Click icon for a sample document:

Formatting E-Mail Messages Open e-mail by clicking icon at right.

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 Operations Phone: (245) 451-0593 ● Fax: (245) 451-3389 E-Mail: jmurray@pro.com Single-space body; double-space between paragraphs. Formatting E-Mail Messages Use angle brackets for Internet addresses Include a salutation for a friendly tone. Write complete sentences and use upper and lower- case letters. Use a complimentary close and include your contact information.

Model 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. To: From: Subject: Cc: Attached: Matt Ferranto mferranto@qualcom.com Brooke Johnson bejohnson@qualcom.com Supervising Two Assigned Interns

Model E-Mail Message  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 Johnson Human Resources & Development E-mail: bjohnson@telecom.com Phone: (425) 896-3420

Using E-Mail Smartly, Safely, and Professionally Getting Started Content, Tone, Correctness Netiquette Reading and Replying Personal Use Other Smart Practices

Using E-Mail Smartly, Safely, and Professionally Getting Started Consider composing off line. Type the receiver’s address correctly. Avoid misleading subject lines. Apply the top-of-the-screen test.

Using E-Mail Smartly, Safely, and Professionally Content, Tone, Correctness 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.

Using E-Mail Smartly, Safely, and Professionally Netiquette 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.

Using E-Mail Smartly, Safely, and Professionally Reading and Replying 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.

Using E-Mail Smartly, Safely, and Professionally Don’t use company computers for personal matters unless allowed by your organization. Assume that all e-mail is monitored.

Using E-Mail Smartly, Safely, and Professionally Other Smart Practices Use design to improve readability of longer messages. Consider cultural differences. Double-check before hitting the Send button. © ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

Best Practices for Using Instant Messaging Professionally 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 Messaging 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.

Best Practices for Using Instant Messaging Professionally 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.

Writing Plan for Information and Procedure E-Mail Messages and Memos Subject line Summarize the message content. Opening Expand the subject line by stating the main idea concisely in a full sentence.

Writing Plan for Information and Procedure E-Mail Messages and Memos Body Provide background data and explain the main idea. In describing a procedure or giving instructions, use command language (do this, don't do that). Closing Request action, summarize the message, or present a closing thought.

Ineffective Information Memo Date: May 1, 200x To: Department Managers From: Waldo Hightower Subject: 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. Ineffective Information Memo 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 Room May 9 Office 22 May 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. Improved Information Memo 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 Requests Subject line Summarize the request and note the action desired. Opening Begin with the request or a brief statement introducing it.

Writing Plan for Requests Body Provide background, justification, and details. If asking questions, list them in parallel form. Closing Request action by a specific date. If possible, provide a reason. Express appreciation, if appropriate.

Writing Plan for Replies Subject line Summarize the main information from your reply. Opening Start directly by responding to the request with a summary statement.

Writing Plan for Replies Body Provide additional information and details in a readable format. Closing Add a concluding remark, summary, offer of further assistance, or request for further action.

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