1. Electronic Messages and Memorandums
CHAPTER 5
Electronic
Messages and
Memorandums

2. 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?

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

4. 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.

5. 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.

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

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

8. 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.

9. 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.

10. 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.

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

12. 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 . . .”

13. 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.

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

15. 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.”

16. 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:

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

18. 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 if you have any questions about this new procedure.
Best,
Jay Murray, Vice President, Facilities and Operations
Phone: (245) ● Fax: (245)
Single-space body; double-space between paragraphs.
Formatting 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.

19. 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
Brooke Johnson
Supervising Two Assigned Interns

20. Model 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
Phone: (425)

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

22. 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.

23. Using E-Mail Smartly, Safely, and Professionally
Content, Tone, Correctness
Be concise.
Don’t send anything you wouldn’t want published.
Don’t use to avoid contact.
Care about correctness and tone.
Resist humor and rage.

24. 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.

25. 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.

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

27. 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

28. 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.

29. 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.

30. 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.

31. 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.

32. 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.

33. 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").

34. 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.

35. 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.

36. 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.

37. 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.

38. 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.

39. END