1 Business Communication Process and Product Brief Canadian Edition, Mary Ellen Guffey Kathleen Rhodes Patricia Rogin (c) 2003 Nelson, a division of Thomson Canada Limited

2 Chapter 8 ROUTINE MEMOS AND MESSAGES

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

4 Memo Formatting Line up all heading words with those following Subject. Leave side margins of about 1¼ inches. Indent the lines following bulleted or enumerated items. Use ragged line endings, not justified. Don’t include complimentary close or signature.

5 Indent the lines following bulleted or enumerated items. Interoffice memo stationery may be used by any employee. Plain paper or letterhead stationery may also be used for memos, so long as the headings TO, FROM, DATE, and SUBJECT are included.

6 The Writing Process Analyze and anticipate Research and compose Revise, proofread, and evaluate

7 Analyze and Anticipate Do I really need to write? What is my purpose? How will the reader react?

8 Research and Compose Check files; collect information. Study relevant documents. Make an outline. Write first draft.

9 Revise, Proofread, and Evaluate Revise for clarity. Revise for correctness. Plan for feedback.

10 Organization of Memos Subject line Opening Body Closing

11 Subject Line Summarize the main idea. Budget Meeting June 3, 10 a.m.

12 Opening 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.

13 Body Explain and discuss the topic. Use graphic highlighting to facilitate reading, comprehension, and retention. Consider columns, headings, enumerations, bulleted lists, and so forth.

14 Closing Request action, including an end date. Summarize the message, or Provide a closing thought.

15 Communicating in the New World of The phenomenal growth of and use of the Internet mean that today’s communicators need special skills.

16 Communicating in the New World of To succeed, you must be able to: Express yourself concisely and quickly. Compose at the keyboard. Understand ethics, courtesy, and privacy issues relating to . Develop confidence in using systems. Think globally. Use time management in prioritizing messages. Write in an error-free style.

17 Smart Practices Get the address right. Avoid misleading subject lines. Be concise. Don’t send anything you wouldn’t want published. Don’t use to avoid contact. Never respond when you’re angry.

18 Smart Practices Care about correctness. Resist humour and tongue-in-cheek comments. Use design elements to improve readability of longer messages. Consider cultural differences.. Protect against break-ins.

19 The Six Most Common Mistakes in Sending 1. Address errors 2. Lengthy messages or attachments 3. Misleading subject lines 4. Inappropriate content (such as delivering bad... news) 5. Instant indiscretions (angry or thoughtless..... statements) 6. Reckless copying

20 KINDS OF MEMOS Procedure and Information Memos Request and Reply Memos Confirmation Memos

21 Procedure and Information Memos These routine messages usually flow downward; they deliver company information and describe procedures. Tone is important; managers seek employee participation and cooperation.

22 Request and Reply Memos Memo requests for information and action follow the direct pattern. Memo replies are also organized directly with the most important information first.

23 Confirmation Memos Also called “to-file” reports or “incident” reports. Record oral decisions, directives, and discussions. Include names and titles of people involved. Itemize major issues and request confirmation from the receiver.

24 End