1. Common Document Formats & Strategies Memos, E-mail, Letters, Instructions, Reports, Executive Summaries Customized & Workplace Training City of Portland/Portland Community College Facilitated by George Knox

2. P. A. T. Purpose –Topic –Goals (Inform,persuade, entertain, record, cite, respond, etc.) –Requirements (Schedule, materials, budget, tools, delivery, etc.) Audience –Who? Multiple audiences? –Expectations (Content, style, delivery, etc.) –Requirements Technique

3. Memo and E-mail Purpose –Written record (paper or electronic) –Information re: policies and procedures –Request for internal action –Documentation of decisions or actions –“Paper trail”

4. Memo and E-mail Audience –Internal (usually) –Individual, departmental or company-wide –Knowledge of company organization, values, policies, procedures, etc. –Familiar with jargon and acronyms –Attention to internal communications? Note: E-mail is becoming more common for external communications

5. Technique: Basic Format Subject line Opening Body Closing Tip: Use “signature” with e-mail but NOT with memo

6. Specific Format: Memos Set margins at 1 to 1½ inch Line up heading words with Subject heading Single space within paragraphs Double space between paragraphs Indent lines following lists Justify at left, use ragged right lines Do not use complimentary close or signature

7. DATE: 10/27/04 TO: Lois Nguyen FROM: George Knox CC: SUBJECT: FORMATTING AND STATIONERY FOR MEMOS Welcome to Multimedia, Lois! 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 General Memo Layout

8. Specific Format: E-mail Include a salutation or use receiver’s name in first sentence Use word-wrap Single-space within paragraphs and double-space between paragraphs Write in complete sentences DON’T USE ALL CAPS Include a signature block Use stationary only if appropriate and accepted

9. General E-mail Layout

10. Technique: Kinds of Memos Procedure and Information Memos Request and Reply Memos Confirmation (or Denial) Memos Other?

11. Procedure/Information Memos Routine messages “Downward” flow Informational in nature Goal of employee participation and cooperation Direct or indirect depending on nature of message (good news, bad news, etc.) Tip: Tone is important for success.

12. Request and Reply Memos Request for information and action –Persuasive in nature –Direct or indirect depending on nature of request and source of request Reply to previous communication –Direct response to initiator –Indirect response to wider audience

13. Confirmation Memos “Incident” or “To File” reports Documentation of decisions, directives, and discussions Names and titles of people involved Major issues described Request for confirmation of receipt Direct message

14. Technique: Strategies Headings: Date, To, From, Subject Single topic Conciseness Conversational tone “Cues” and “Signposts”

15. Technique: Strategies Direct vs. Indirect message –Direct (“Frontloaded”) message places main point early in the document –Indirect (“Backloaded”) message places main point late in the document –Use direct approach for “good” news or when acceptance is assured –Use indirect approach for “bad” news or when persuasion is necessary

16. Techniques: Delivery Memos – Use standard in-house delivery unless otherwise requested E-mail –Use in-house standards (company vs. personal web-based e-mail, stationary, HTML vs. text only, etc.) within company –Contact outside audiences for restrictions Avoid common e-mail mistakes

17. Common E-mail Mistakes Address errors Long messages or attachments Misleading or vague subject lines Inappropriate content Lack of discretion in responses Inappropriate copying and forwarding Source: John Edwards, “The Six Most Common Mistakes in Sending E-mail”, Bottom Line Business, October 1997.

18. When using e-mail … Be concise Send attachments only when necessary Proof before you send Consider cultural differences Use humor with caution Maintain professionalism Save a copy of your sent messages Assume all communications are monitored and saved

19. Letters Purpose –Written record (Paper) –Formal information, persuasive or responsive communication –Documentation with “wet” signature –“Official” communication with letterhead –Contractual agreement –“Paper trail”

20. Letters Audience –External (usually) –May be unfamiliar with internal organization, values, procedures, etc. –May be unfamiliar with jargon and acronyms –May be inattentive to communication –Seeking formal or “official” message

21. Technique: Basic Format Set margins at 1 to 1 ½ inch Use 10 to 12 point font size Single space within paragraphs, double-space between paragraphs Use block (all lines starting at left margin) or modified block (date and closing lines to the right) or semi-block (date and closing lines to the right, indented paragraphs)

22. Technique: Kinds of Letters Routine Letters –Request for information and action –Direct reply Good News –Approved request –Commendation/Recommendation Bad News Letters –Denied request –Criticism/disciplinary action/termination Persuasive Letters –Sales -Proposals

23. Technique: Strategies Single topic Formal style and tone “Official” letterhead and signature “Cues” and “Signposts” Request for action

24. Technique: Strategies Direct vs. Indirect message –“Frontload” Routine and Good News Letters –“Backload” Bad News Letters –For Persuasive Letters, use the message that best fits the audience Tip: If cost is involved, you probably should “backload”.

25. Communicating Bad News Goals –Make the audience understand and accept –Maintain positive image of organization –Make message clear so additional communication is unnecessary –Avoid creating legal liability

26. Communicating Bad News Strategies –Indirect message Buffer with a neutral or positive opening Give reasons or causes for bad news Clearly state bad news, providing alternatives or “next steps” if possible Close with a personal, future-looking statement Tip: Use subordinating or passive language (“Although your claim cannot be processed under current guidelines, we can provide a list of alternative ….”)

27. Communicating Bad News Strategies –Avoiding Liability Do not use abusive language (defamation) or careless language implying liability Do not state or imply views that run contrary to your organization Do not admit or imply responsibility without checking with legal counsel Do not use “official” documents or equipment to communicate your personal views

28. Persuasive Writing Strategies: Gain attention –Review problem and state action taken –Stimulate a question and offer an answer –State a benefit to the audience Build interest –Offer strong supports –Suggest direct and indirect benefits –Avoid emotionality

29. Persuasive Writing Strategies: Reduce resistance –Counter possible arguments –Demonstrate credibility Motivate action –Request specific action and repeat benefits Reinforce business relationship

30. Technical Formats Instructions Reports Executive Summaries

31. Instructions Purpose –Technical documentation of a specific task –Directive with sequential steps –“Used” during task Audience –Varying technical abilities –“Users”, not readers –May need hazard statements

32. Technique: Document Types User Manual (Step-by-step for novice) Tutorial (Mini-lessons for novice) Reference Manual (Indexed for expert) Quick Reference Guide (Indexed for expert) Procedural Guide (Step-by-step for novice & expert, Primarily to document) Policy Manual (Categorized for novice & expert, Primarily to document) On-Line Documentation (Tree structures/topics for novice & expert)

33. Technique: Basic Format 1. Introduction 2. Required materials/tools 3. Sequential steps 4. Additional resources

34. Technique: Strategies Keep language simple and direct –2 nd person imperative –Appropriate technical language –Active voice –Avoid future tense –Industry standards (e.g. ANSI)

35. Technique: Strategies List steps sequentially –Numbered lists for ordered tasks –Bulleted lists for unordered tasks –Vertical lists usually easier to read than horizontal lists –Introduce steps or groups of steps (e.g. “To install the software, follow these steps:”)

36. Technique: Strategies Emphasize tasks over results (user’s actions before reactions) Describe any necessary parts, tools or equipment BEFORE giving directions Include visuals when appropriate (especially for “visual perceivers” and international readers)

37. Technique: Hazard Statements Place warnings before and near the hazardous task listed Highlight warning w/ appropriate visual techniques (symbols, colors, bold, etc.) Keep hazard statements direct, clear and accurate Follow expected/required guidelines

38. Reports Purpose –Document primary or secondary research –Aid decisions, qualify sources and record work or activities Audience –Expects summaries, methods, findings –May expect recommendations –Data may be scrutinized –Multiple audiences?

39. Technique: Basic Format Front Matter –Cover –Title page –Abstract –Table of contents –List of figures and tables –Executive summary

40. Technique: Basic Format (cont.) Introduction –Definition & scope of problem –Background –Methodology –Report organization

41. Technique: Basic Format (cont.) Body –Project details (Data, method review) –Conclusion (Analysis of findings) –Recommendations –Notes

42. Technique: Basic Format (cont.) Back Matter –Appendices –Glossary –Bibliography/References/Works Cited –Resume/Vitae –Index

43. Technique: Strategies Primary research –Clear description of methodology –Summary of data gathered (in body) –Access to full data (usually Appended) –Cross references to other research –Secondary sources used in Background to add credibility

44. Technique: Strategies Secondary research –Verify your sources with clear documentation –Explain/describe sources as necessary –Use citation style as required or expected

45. Executive Summary Purpose –Introduce document –Give synopsis of contents –Persuade reader of validity and importance of document Audience –Multiple audiences: technical and non- technical –Expect summary of major points and findings –May be read as “stand alone” document

46. Technique: Basic Format Mini-document –Organize around major sections of full document –Condense material into suitable length “Brochure” –Highlight major sections most relevant to non-technical audience –Categorize and order by importance to audience

47. Technique: Strategies Length: Usually 1 page, but could be longer (1/16 th rule?) Highlight major sections with headings, bulleted lists, graphics, page design (e.g. multi-column), etc. Language: Use key words and concepts, Explain technical terms and acronyms Do NOT “cut and paste” or “summarize by list”