1. Chapter 8 Routine E-Mail Messages and Memos Mary Ellen Guffey, Business Communication: Process and Product, 5e Copyright © 2006

2. Ch. 8, Slide 2 Mary Ellen Guffey, Business Communication: Process and Product, 5e Characteristics of Successful E-Mail Messages and Memos Headings: Date, To, From, Subject Single topic Conversational tone Conciseness Graphic highlighting

3. Ch. 8, Slide 3 Mary Ellen Guffey, Business Communication: Process and Product, 5e Guffey’s 3 x 3 Writing Process Analyze and anticipate Research and compose Revise, proofread, and evaluate

4. Ch. 8, Slide 4 Mary Ellen Guffey, Business Communication: Process and Product, 5e Analyze and Anticipate Do I really need to write? What is my purpose? How will the reader react?

5. Ch. 8, Slide 5 Mary Ellen Guffey, Business Communication: Process and Product, 5e Research and Compose Check files; collect information. Study relevant documents. Make an outline. Write first draft.

6. Ch. 8, Slide 6 Mary Ellen Guffey, Business Communication: Process and Product, 5e Revise, Proofread, and Evaluate Revise for clarity. Revise for correctness. Plan for feedback.

7. Ch. 8, Slide 7 Mary Ellen Guffey, Business Communication: Process and Product, 5e Structure of E-Mail Messages and Memos Subject line Opening Body Closing

8. Ch. 8, Slide 8 Mary Ellen Guffey, Business Communication: Process and Product, 5e Subject Line Summarize the main idea. Example: Budget Meeting June 3, 10 a.m.

9. Ch. 8, Slide 9 Mary Ellen Guffey, Business Communication: Process and Product, 5e 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.

10. Ch. 8, Slide 10 Mary Ellen Guffey, Business Communication: Process and Product, 5e Body Explain and discuss the topic. Use graphic highlighting to facilitate reading, comprehension, and retention. Consider columns, headings, enumerations, bulleted lists, and so forth.

11. Ch. 8, Slide 11 Mary Ellen Guffey, Business Communication: Process and Product, 5e Closing Request action, including an end date. Summarize the message or provide a closing thought.

12. Ch. 8, Slide 12 Mary Ellen Guffey, Business Communication: Process and Product, 5e Formatting E-Mail Messages Enclose the receiver’s address in angle brackets. Include a salutation (such as Dear Dawn, Hi, or Greetings), or weave the receiver’s name into the first sentence. Use word-wrap rather than pressing Enter at line endings. Single-space within paragraphs and double-space between paragraphs.

13. Ch. 8, Slide 13 Mary Ellen Guffey, Business Communication: Process and Product, 5e Formatting E-Mail Messages Write in complete sentences, and use upper and lowercase letters. Include a signature block, especially for messages to outsiders.

14. Ch. 8, Slide 14 Mary Ellen Guffey, Business Communication: Process and Product, 5e Formatting E-Mail Messages

15. Ch. 8, Slide 15 Mary Ellen Guffey, Business Communication: Process and Product, 5e Formatting Hard-Copy Memos Leave side margins of about 1¼ inches. Line up all heading words with those following Subject. Indent lines following bulleted or enumerated lines. Use ragged line endings, not justified. Don’t include complimentary close or signature.

16. Ch. 8, Slide 16 Mary Ellen Guffey, Business Communication: Process and Product, 5e Leave side margins of about 1¼ inches. DATE:Current TO:Rob Montaine FROM:Heidi Chan SUBJECT:FORMATTING AND STATIONERY FOR MEMOS Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization. Please examine the enclosed samples and call me if you have additional questions. Enclosures DATE:Current TO:Rob Montaine FROM:Heidi Chan SUBJECT:FORMATTING AND STATIONERY FOR MEMOS Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization. Please examine the enclosed samples and call me if you have additional questions. Enclosures 1¼ inch margin 1¼ inch margin

17. Ch. 8, Slide 17 Mary Ellen Guffey, Business Communication: Process and Product, 5e Line up all heading words with those following Subject. DATE:Current TO: Rob Montaine FROM: Heidi Chan SUBJECT: FORMATTING AND STATIONERY FOR MEMOS Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization. Please examine the enclosed samples and call me if you have additional questions. Enclosures DATE:Current TO: Rob Montaine FROM: Heidi Chan SUBJECT: FORMATTING AND STATIONERY FOR MEMOS Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization. Please examine the enclosed samples and call me if you have additional questions. Enclosures

18. Ch. 8, Slide 18 Mary Ellen Guffey, Business Communication: Process and Product, 5e Indent lines following bulleted or enumerated lines. 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. 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.

19. Ch. 8, Slide 19 Mary Ellen Guffey, Business Communication: Process and Product, 5e The phenomenal growth of e-mail and use of the Internet mean that today’s communicators need special skills. Communicating in the New World of E-Mail

20. Ch. 8, Slide 20 Mary Ellen Guffey, Business Communication: Process and Product, 5e Communicating in the New World of E-Mail To succeed, you must be able to: Express yourself concisely and quickly. Compose at the keyboard. Understand e-mail ethics, courtesy, and privacy issues.

21. Ch. 8, Slide 21 Mary Ellen Guffey, Business Communication: Process and Product, 5e Smart E-Mail Practices Getting Started Consider composing offline. Get the address right. Avoid misleading subject lines. Apply the top-of-screen test.

22. Ch. 8, Slide 22 Mary Ellen Guffey, Business Communication: Process and Product, 5e Smart E-Mail Practices Content, Tone, and Correctness Be concise. Don’t send anything you wouldn’t want published. Don’t use e-mail to avoid contact. Care about correctness. Resist humor and tongue-in-cheek comments.

23. Ch. 8, Slide 23 Mary Ellen Guffey, Business Communication: Process and Product, 5e Smart E-Mail Practices Netiquette Limit any tendency to send blanket copies. Never send “spam.” Consider using identifying labels (FYI, ACTION, RE, URGENT) Use capital letters ONLY for emphasis or for titles. Don’t forward without permission. Reduce attachments.

24. Ch. 8, Slide 24 Mary Ellen Guffey, Business Communication: Process and Product, 5e Smart E-Mail Practices Reading and Replying to E-Mail Scan all messages before replying to any. 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’re angry.

25. Ch. 8, Slide 25 Mary Ellen Guffey, Business Communication: Process and Product, 5e Smart E-Mail Practices Personal Use Don’t use company computers for personal matters. Assume that all e- mail is monitored.

26. Ch. 8, Slide 26 Mary Ellen Guffey, Business Communication: Process and Product, 5e Smart E-Mail Practices Other Smart Practices Use design to improve readability of longer messages. Consider cultural differences. Double-check before hitting the Send button.

27. Ch. 8, Slide 27 Mary Ellen Guffey, Business Communication: Process and Product, 5e Kinds of Memos Procedure and Information Memos Request and Reply Memos Confirmation Memos

28. Ch. 8, Slide 28 Mary Ellen Guffey, Business Communication: Process and Product, 5e 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.

29. Ch. 8, Slide 29 Mary Ellen Guffey, Business Communication: Process and Product, 5e 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.

30. Ch. 8, Slide 30 Mary Ellen Guffey, Business Communication: Process and Product, 5e 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.

31. Ch. 8, Slide 31 Mary Ellen Guffey, Business Communication: Process and Product, 5e Graphic Highlighting Techniques

32. Ch. 8, Slide 32 Mary Ellen Guffey, Business Communication: Process and Product, 5e Graphic Highlighting Techniques Activity 8.6a Enumerated List A recent survey of car buyers revealed the electronic options they wanted: 1. Cruise control79.1% 2. Antilock brakes61.1 3. Keyless entry50.5 4. CD player34.1 5. Trip counter 5.1 A recent survey of car buyers revealed the electronic options they wanted: 1. Cruise control79.1% 2. Antilock brakes61.1 3. Keyless entry50.5 4. CD player34.1 5. Trip counter 5.1

33. Ch. 8, Slide 33 Mary Ellen Guffey, Business Communication: Process and Product, 5e Graphic Highlighting Techniques Activity 8.6b Bulleted List Our employee leasing program can be an efficient management tool because we handle the following tasks for you: Payroll preparation Employees’ benefits Worker’s compensation premiums State and federal reports Our employee leasing program can be an efficient management tool because we handle the following tasks for you: Payroll preparation Employees’ benefits Worker’s compensation premiums State and federal reports

34. Ch. 8, Slide 34 Mary Ellen Guffey, Business Communication: Process and Product, 5e Graphic Highlighting Techniques Activity 8.6c Enumerated List SAFETY TIPS FOR USING ATMs 1. Be aware of your surroundings, especially at night. 2. Use another ATM or come back later if you notice anything suspicious. 3. Put cash away promptly; count it later. 4. At night take a friend with you. 5. Park in a well-lighted area close to the ATM. SAFETY TIPS FOR USING ATMs 1. Be aware of your surroundings, especially at night. 2. Use another ATM or come back later if you notice anything suspicious. 3. Put cash away promptly; count it later. 4. At night take a friend with you. 5. Park in a well-lighted area close to the ATM.

35. Ch. 8, Slide 35 Mary Ellen Guffey, Business Communication: Process and Product, 5e Request Memo “Before” Version

36. Ch. 8, Slide 36 Mary Ellen Guffey, Business Communication: Process and Product, 5e DATE: Current TO: Kim Johnson, Corporate Communications FROM: Tim Rudolph, CEO SUBJECT: NEW POLICY This memo is written to inform you that I continue to receive disturbing reports about the misuse of e-mail by employees. In the course of the past three months I have heard of defamatory messages, downloads of pornography for all the staff to see, and even a basketball pool that turned into a gambling operation. DATE: Current TO: Kim Johnson, Corporate Communications FROM: Tim Rudolph, CEO SUBJECT: NEW POLICY This memo is written to inform you that I continue to receive disturbing reports about the misuse of e-mail by employees. In the course of the past three months I have heard of defamatory messages, downloads of pornography for all the staff to see, and even a basketball pool that turned into a gambling operation. Request Memo: “Before” Version

37. Ch. 8, Slide 37 Mary Ellen Guffey, Business Communication: Process and Product, 5e In view of the foregoing, I am herewith instructing your office that an e-mail policy for the staff is needed. By October 1 a rough draft of a policy should be forthcoming. At the very minimum it should inform each and every employee that e-mail is for business only. Employees must be told that we reserve the right to monitor all messages. No pictures should be in the e-mail system without there being a valid reason. And we should not be using e-mail to be saying anything about personnel matters--such as performance reviews and salaries. If you have any questions, do not hesitate to call. In view of the foregoing, I am herewith instructing your office that an e-mail policy for the staff is needed. By October 1 a rough draft of a policy should be forthcoming. At the very minimum it should inform each and every employee that e-mail is for business only. Employees must be told that we reserve the right to monitor all messages. No pictures should be in the e-mail system without there being a valid reason. And we should not be using e-mail to be saying anything about personnel matters--such as performance reviews and salaries. If you have any questions, do not hesitate to call. Request Memo: “Before” Version

38. Ch. 8, Slide 38 Mary Ellen Guffey, Business Communication: Process and Product, 5e Request Memo “After” Version

39. Ch. 8, Slide 39 Mary Ellen Guffey, Business Communication: Process and Product, 5e DATE:Current TO:Kim Johnson, Corporate Communications FROM:Tim Rudolph, CEO SUBJECT:DEVELOPING STAFF E-MAIL POLICY Please draft a policy outlining appropriate e-mail use for employees. We need such a policy because I have received reports of misuse including defamatory statements, pornography downloads, and even gambling. Here are a few points that the policy should cover: E-mail is for business only. DATE:Current TO:Kim Johnson, Corporate Communications FROM:Tim Rudolph, CEO SUBJECT:DEVELOPING STAFF E-MAIL POLICY Please draft a policy outlining appropriate e-mail use for employees. We need such a policy because I have received reports of misuse including defamatory statements, pornography downloads, and even gambling. Here are a few points that the policy should cover: E-mail is for business only. Request Memo: “After” Version

40. Ch. 8, Slide 40 Mary Ellen Guffey, Business Communication: Process and Product, 5e E-mail messages may be monitored. No pictures or other attachments should be sent without valid reason. E-mail should not be used to discuss personnel matters. Please submit a draft to me by October 1 since we hope to have a policy completed by November 1. Call if you have questions. E-mail messages may be monitored. No pictures or other attachments should be sent without valid reason. E-mail should not be used to discuss personnel matters. Please submit a draft to me by October 1 since we hope to have a policy completed by November 1. Call if you have questions. Request Memo: “After” Version

41. Ch. 8, Slide 41 Mary Ellen Guffey, Business Communication: Process and Product, 5e End