Business Writing: Memos, , IM

Overview Memos: Review of Organization and Format Memos: Review of Organization and Format s—a special form of memos s—a special form of memos Instant Messaging (IM) Instant Messaging (IM)

Characteristics of Successful Memos Headings: Date, To, From, Subject Headings: Date, To, From, Subject Single topic Single topic Conversational tone Conversational tone Conciseness Conciseness Graphic highlighting Graphic highlighting

Organization of Memos Subject line Subject line Budget Meeting June 3, 10 a m Budget Meeting June 3, 10 a m Opening Opening Indirect (ineffective) Indirect (ineffective) Direct (effective) Direct (effective) Body Body Closing Closing 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. All supervisors and coordinators will meet June 3 at 10 a.m. to work out the annual operating budgets for their departments.

Formatting Hard-Copy Memos DATE:Current TO:Rob Montaine FROM:Heidi Chan SUBJECT:STATIONERY FOR MEMOS Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about stationery for memos in the organization Please examine the enclosed samples and call me if you have additional questions EnclosuresSincerely 1 25” side margins Jagged right edge 2 blank lines here

Memo Example DATE:Current TO:Kim Johnson, Corporate Communications FROM:Tim Rudolph, CEO SUBJECT:DEVELOPING STAFF POLICY Please draft a policy outlining appropriate use for employees. Our company needs such a policy because I have received reports of misuse including offensive statements, pornography downloads, and even gambling. Here are a few points that the policy should cover: is for business only. is for business only. messages may be monitored. messages may be monitored.

No pictures or other attachments should be sent without valid reason. No pictures or other attachments should be sent without valid reason. should not be used to discuss personnel matters. should not be used to discuss personnel matters. Please submit a draft to me by October 1 so a policy can be completed by November 1. Call me at if you have questions.

Overview Memos: Review of Organization and Format Memos: Review of Organization and Format s—a special form of memos s—a special form of memos Instant Messaging (IM) Instant Messaging (IM)

Prevalence of In an average work day, how much time do you spend reading and sending In an average work day, how much time do you spend reading and sending messages? messages? a. 10 minutes a. 10 minutes b. 20 minutes b. 20 minutes c. 2 hours c. 2 hours d. None d. None

Special Memos Include a salutation Include a salutation Use word-wrap Use word-wrap Double space between single-spaced paragraphs Double space between single-spaced paragraphs Use complete sentences with upper and lowercase letters Use complete sentences with upper and lowercase letters Include a signature block Include a signature block

Smart Practices Content, Tone, and Correctness Consider composing offline Consider composing offline Be concise Be concise Don’t send anything you wouldn’t want published Don’t send anything you wouldn’t want published Don’t use to avoid contact Don’t use to avoid contact Resist humor and tongue-in-cheek comments Resist humor and tongue-in-cheek commentsNetiquette Limit any tendency to send blanket copies Limit any tendency to send blanket copies Never send “spam” Never send “spam” Consider using identifying labels (FYI, ACTION) Consider using identifying labels (FYI, ACTION) Use capital letters ONLY for emphasis or titles Use capital letters ONLY for emphasis or titles Don’t forward without permission Don’t forward without permission Reduce attachments Reduce attachments

Smart Practices Reading and Replying to Scan all messages before replying to any Scan all messages before replying to any Print only when necessary Print only when necessary Acknowledge receipt Acknowledge receipt Don’t automatically return the sender’s message Don’t automatically return the sender’s message Revise the subject line if the topic changes Revise the subject line if the topic changes Provide a clear, complete first sentence Provide a clear, complete first sentence Never respond when you’re angry Never respond when you’re angry Check response before hitting “Send” Check response before hitting “Send” Assume that all s are monitored Assume that all s are monitored

Big Brother IS Watching! 25% have terminated employees for misuse 25% have terminated employees for misuse 55% retain and review messages 55% retain and review messages 86% let the employees know their is being monitored 86% let the employees know their is being monitored 84% have policies 84% have policies 20% had subpoenaed 20% had subpoenaed 13% had workplace lawsuits triggered by employee 13% had workplace lawsuits triggered by employee AMA/ePolicy Institute Research

Overview Memos: Review of Organization and Format Memos: Review of Organization and Format s—a special form of memos s—a special form of memos Instant Messaging (IM) Instant Messaging (IM)

and IM Google blends instant messaging with Google blends instant messaging with IM not just for teenagers and college students IM not just for teenagers and college students Biggest benefit to project work teams Biggest benefit to project work teams "Instant messaging could well be the dial tone of the future — albeit a silent one." "Instant messaging could well be the dial tone of the future — albeit a silent one." nstant_messaging_for_business.mspx

Instant Messaging in Business Pro: Saves time and effort Pro: Saves time and effort DO: Keep messages concise and simple DO: Keep messages concise and simple Pro: Improves customer service Pro: Improves customer service DO: Create separate work/social buddy lists DO: Create separate work/social buddy lists DO: Use an identifiable username DO: Use an identifiable username DO: Update your status throughout the day DO: Update your status throughout the day Pro: Enables persistent connection Pro: Enables persistent connection Con: Security risks Con: Security risks DO: Be aware of virus and related security risks DO: Be aware of virus and related security risks DON’T: Share personal data or information via IM DON’T: Share personal data or information via IM nstant_messaging_for_business.mspx

IM in Business Con: Creates new legal risks Con: Creates new legal risks DO: Adopt a user policy for instant messaging DO: Adopt a user policy for instant messaging DON'T: Use instant messaging to communicate confidential or sensitive information. DON'T: Use instant messaging to communicate confidential or sensitive information. DO: Be aware that instant messages can be saved. DO: Be aware that instant messages can be saved. DON'T: Compromise your company's liability, or your own reputation. DON'T: Compromise your company's liability, or your own reputation. Con: Decreased productivity Con: Decreased productivity DON'T: Allow excessive personal messaging at work. DON'T: Allow excessive personal messaging at work. Con: Limited interoperability between IM systems Con: Limited interoperability between IM systems

What is Your Position? With your teammate, create a company policy that covers both and IM With your teammate, create a company policy that covers both and IM Draft a memo in Word format (can format manually or use a Word template) Draft a memo in Word format (can format manually or use a Word template) Apply proper memo formatting and organization guidelines Apply proper memo formatting and organization guidelines Submit as attachment to by Wednesday, March 27 Submit as attachment to by Wednesday, March 27

Go Forth and Communicate Clearly and Responsibly