Chapter 5 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?  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.

Analyzing the Structure of Messages and Memos  Subject Line Opening  Body  Closing

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

Analyzing Structure  Body Organize information and explanations logically. Organize information and explanations logically. Use numbered and bulleted lists for quick comprehension. Use numbered and bulleted lists for quick comprehension. Consider adding headings for visual impact. Consider adding headings for visual impact.

Techniques To Improve MessageReadability ParallelismInstructionsHeadings Within Sentences Bulleted Items Paragraph Headings

ParallelismParallelism Instead of this Workers were nervous, stressed, and full of preoccupation. Try this Workers were nervous, stressed, and preoccupied.

InstructionsInstructions Instead of this To clean the printer, you should do the following. First, you should disconnect the power cord. Then you open the front cover, and the printer area should be cleaned with a soft, dry cloth. Try this To clean the printer, do the following: Disconnect the power cord. Disconnect the power cord. Open the front cover. Open the front cover. Clean the printer area with a soft, dry cloth. Clean the printer area with a soft, dry cloth.

HeadingsHeadings Instead of this On April 3 we will be in Toledo, and the speaker is Troy Lee. On May 20 we will be in Detroit, and the speaker is Erin Win. Try this Date City Speaker Date City Speaker April 3 Toledo Troy Lee May 20 Detroit Erin Win

Within Sentences Instead of this Our team constantly tries to achieve our goals, customer service must be improved, and our production targets must be hit. Try this Our team constantly tries to (a) achieve our goals, (b) improve customer service, and (c) hit our production targets.

Bulleted Items Instead of this At our Web site We let you compare cash prices. We let you compare cash prices. You can research the best financing. You can research the best financing. You can learn about leasing. You can learn about leasing. Try this At our Web site you can do the following: Compare cash prices. Compare cash prices. Research the best financing. Research the best financing. Learn about leasing. Learn about leasing.

Paragraph Headings Instead of this The next topic is vacations. A new vacation schedule will be available on May 1. To assist employees, we will begin a flex schedule in the fall. Try this Vacations. A new vacation schedule will be available on May 1. Flextime. To assist employees, we will begin a flex schedule in the fall.

Arrange the following in a concise, bulleted list. In the next training session, the trainer will demonstrate how to use videoconferencing, how to share multiple programs, and how to maintain an Internet directory. The next training session will demonstrate  Videoconferencing  Sharing multiple programs  Maintaining an Internet directory

Improve the readability of the following instructions that will become part of a student employment booklet. In preparing for an employment interview, you should begin by studying the job description. Itemizing your most strategic skills and qualifications is also important. Giving responses in a mock interview is another good practice technique. Last, you should be prepared to ask relevant questions.

Improved Version You can prepare for interviews by doing the following:  Itemize your most strategic skills and qualifications.  Practice giving responses in a mock interview.  Prepare to ask relevant questions.

Analyzing the Structure of Messages and Memos     Subject Line Opening Body Closing Provide (1) action information, dates, and deadlines, (2) a summary of the message, or (3) a closing thought. Provide (1) action information, dates, and deadlines, (2) a summary of the message, or (3) a closing thought. Avoid overused expressions. Avoid overused expressions.

Formatting Messages Guide Words To: Consider keying receiver’s full name; use angle brackets for address Ann Jones Ann Jones From:Entered automatically Date:Entered automatically Subject:Include meaningful topic summary.

Salutation Options No salutation No salutation Ann, Dear Ann:, Hi, or Good morning! Ann, Dear Ann:, Hi, or Good morning! Include name in first line Include name in first line “Thanks, Ann, for your help...” “Thanks, Ann, for your help...”

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

1-inch top margin Double- space Pre-printed organization memo stationery Unlike letters, memos do not have a signature block at the bottom. Instead sign your initials at the end of the FROM line. Single-space paragraphs with blank line between paragraphs

2-inch top margin instead of 1 inch

Double-space; align all words after colon following “SUBJECT.”

Single-space; leave blank line between paragraphs.

Sign your initials at the end of the FROM line.

Using Smartly and Safely  Getting Started  Content, Tone, Correctness  Netiquette  Reading and Replying  Personal Use  Other Smart Practices

 Getting Started Consider composing off line. Consider composing off line. Type the receiver’s address correctly. Type the receiver’s address correctly. Avoid using a misleading subject line. Avoid using a misleading subject line. Apply the top-of-the- screen test. Apply the top-of-the- screen test.

 Content, Tone, Correctness Be concise. Be concise. Never respond when you are angry. Never respond when you are angry. 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. Care about correctness and tone. Care about correctness and tone. Resist humor. Resist humor.

 Netiquette Limit any tendency to send blanket copies. Limit any tendency to send blanket copies. Never send “spam.” Never send “spam.” Consider using identifying labels, such as ACTION, FYI, RE, URGENT. Consider using identifying labels, such as ACTION, FYI, RE, URGENT. Use capital letters only for emphasis or for titles. Use capital letters only for emphasis or for titles. Seek permission before forwarding. Seek permission before forwarding. Reduce attachments. Reduce attachments.

 Reading and Replying Scan all messages before replying. Scan all messages before replying. 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.

 Personal Use Don’t use company computers for personal matters unless allowed by your organization. Don’t use company computers for personal matters unless allowed by your organization. Assume that all e- mail is monitored. Assume that all e- mail is monitored.

 Other Smart Practices Use design to improve readability of longer messages. Use design to improve readability of longer messages. Consider cultural differences. Consider cultural differences. Double-check before hitting the Send button. Double-check before hitting the Send button.

Writing Plans for MessagesandMemos Information and Procedures RequestsReplies

Writing Plan for Information and Procedure Messages and Memos Subjectline Summarize memo contents. Opening Expand the subject line by stating the main idea concisely in a full sentence.

Writing Plan for Information and Procedure 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.

Writing Plan for Requests Subjectline 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 Subjectline 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.