1. Chapter 5 Writing Memos, Email and Other Communications

2. Case Study 5 Nancy has earned a glowing reputation as manager of the Computer Aided Design department at Lloyd Engineering. Her four busy computer operators use expensive state of the art computer hardware and software. Others within the company are curious about the hardware and software the CAD department uses, but because of her departments work load, Nancy must limit the time her staff can spend demonstrating or explaining CAD. Recently, as Nancy red the more than forty email messages she receives each day, she discovered an email form Lance Show, her most senior worker. Lance reported that Connie Reyes, a member of the a Mainframe Support department, had asked to “borrow” a copy of the new CAD software. Borrowing violated Lloyd Engineering's strict rules about software licenses. Nancy composed an email message to her supervisor. In part she wrote, ‘Connie Reyes is a CAD artist wannabee. Instead of breaking company rules and asking to borrow 970 worth of software, Connie should pay more attention to her own work.” Nancy also mention that Lance did exactly what he was supposed to do by forwarding the problem to her. Nancy sent the email message to her supervisor and a “bcc” to Lance. Nancy began receiving angry email messages from the Mainframe Support department, They were angry that she would criticize one of their workers. Nancy reputation with the Mainframe Support department had just suffered major damage. Later, Lance sheepishly appeared in Nancy's office and told her he had accidentally forwarded her email to Connie. Lance apologized and Nancy reassured him” the mistake, Lance was mine.”

3. Case Study Questions 1.Email offers almost instant communication with others. Do you think that closeness contributed to the situation Nancy created? 2.What is a “bcc” and when do you use it? 3.Nancy admits, “The mistake, Lance, was mine.” What can Nancy do in the future to prevent this situation from recurring? 4.Do you believe email should be used for all communications? What about texting?

4. Internal Documents

6. Lets go back to questions 1 of the case study. 1.Email offers almost instant communication with others. Do you think that closeness contributed to the situation Nancy created?

7. Guidelines for Writing Memos and Email Messages

8. Lets go back to questions 2 of the case study. 2. What is a “bcc” and when do you use it?

9. When Not to Use Memos and email Messages

10. Written to Frequently

11. Written to Gain Attention

12. Written by committee

13. Rewritten for each level of Management

14. Common Email Abuses

15. Lets go back to questions 3 of the case study. 3. Nancy admits, “The mistake, Lance, was mine.” What can Nancy do in the future to prevent this situation from recurring?

16. Agenda

17. Minutes http://www.boarddocs.com/ny/wcsd/board.n sfhttp://www.boarddocs.com/ny/wcsd/board.n sf

18. Mission and Vision Statements http://www.mission statements.com/ company_missio n_statements.ht ml

19. Lets go back to questions 4 of the case study. 4. Do you believe email should be used for all communications? What about texting?

20. Case 5 Summary Nancy needs to mend fences with the Mainframe Support department and Connie Reyes, She should apologize and explain her frustration with the CAD departments workload. Nancy should ask her supervisor to write an email to all managers reminding them that the CAD department follows Lloyd Engineering’s strict rules about software licenses. Finally, Nancy needs to follow the etiquette of email writing and never again write a message she wouldn’t want repeated.

21. Setting Up Shop: Case Study Page 183 of Textbook Must be typed in Times Roman Numeral Font. Complete Sentences! Don’t start a sentence with yes, no or maybe.