1. © 2007 Thomson South-Western Multimedia Instructor Version CHAPTER 5 E-Mail and Memorandums

2. Applying the Writing Process Phase 2 Research Organization Composition Phase 3 Revision Proofreading Evaluation Phase 1 Analysis Anticipation Adaptation

3. Chapter 5, Slide 3 Mary Ellen Guffey, Essentials of Business Communication, 7e Phase 2 Research Organization Composition Phase 3 Revision Proofreading Evaluation Phase 1 Analysis Anticipation Adaptation  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?

4. Chapter 5, Slide 4 Mary Ellen Guffey, Essentials of Business Communication, 7e Phase 1 Analysis Anticipation Adaptation Phase 3 Revision Proofreading Evaluation Phase 2 Research Organization Composition  Check files, gather documentation.  Outline or list points to cover.  Compose first draft; expect to revise.

5. Chapter 5, Slide 5 Mary Ellen Guffey, Essentials of Business Communication, 7e Phase 2 Research Organization Composition Phase 1 Analysis Anticipation Adaptation  Revise for clarity and conciseness.  Proofread for correctness.  Plan for feedback. Phase 3 Revision Proofreading Evaluation

6. Chapter 5, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 7e Analyzing the Structure of E-Mail Messages and Memos Closing  Subject Line  Opening  Body 

7. Chapter 5, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 7e Analyzing Structure Opening  Frontload main idea immediately.  Avoid reviewing background. Subject Line  Summarize message clearly and concisely.  Avoid meaningless one-word headings, such as "Help" or "Urgent."  

8. Chapter 5, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 7e Analyzing Structure Body  Organize information and explanations logically.  Use numbered and bulleted lists for quick comprehension.  Consider adding headings for visual impact. 

9. Chapter 5, Slide 9 Mary Ellen Guffey, Essentials of Business Communication, 7e Techniques To Improve MessageReadability ParallelismInstructionsHeadings Within Sentences Bulleted Items Paragraph Headings

10. Chapter 5, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 7e ParallelismParallelism Instead of this Workers were nervous, stressed, and full of preoccupation. Try this Workers were nervous, stressed, and preoccupied.

11. Chapter 5, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 7e 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.  Open the front cover.  Clean the printer area with a soft, dry cloth.

12. Chapter 5, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 7e 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 April 3 Toledo Troy Lee May 20 Detroit Erin Win

13. Chapter 5, Slide 13Mary Ellen Guffey, Essentials of Business Communication, 7e 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.

14. Chapter 5, Slide 14Mary Ellen Guffey, Essentials of Business Communication, 7e Bulleted Items Instead of this At our Web site  We let you compare cash prices.  You can research the best financing.  You can learn about leasing. Try this At our Web site you can do the following:  Compare cash prices.  Research the best financing.  Learn about leasing.

15. Chapter 5, Slide 15Mary Ellen Guffey, Essentials of Business Communication, 7e 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.

16. Chapter 5, Slide 16 Mary Ellen Guffey, Essentials of Business Communication, 7e Quick Check Arrange the following in a concise, bulleted list. The next training session will demonstrate  Videoconferencing  Sharing multiple programs  Maintaining an Internet directory 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.

17. Chapter 5, Slide 17 Mary Ellen Guffey, Essentials of Business Communication, 7e Quick Check 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. Improve the readability of the following instructions that will become part of a student employment booklet.

18. Chapter 5, Slide 18 Mary Ellen Guffey, Essentials of Business Communication, 7e 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. 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. Improved Version

19. Chapter 5, Slide 19Mary Ellen Guffey, Essentials of Business Communication, 7e Closing  Provide (1) action information, dates, and deadlines, (2) a summary of the message, or (3) a closing thought.  Avoid overused expressions.  Subject Line  Opening  Body  Analyzing the Structure of E-Mail Messages and Memos

20. Chapter 5, Slide 20Mary Ellen Guffey, Essentials of Business Communication, 7e

21. Chapter 5, Slide 21Mary Ellen Guffey, Essentials of Business Communication, 7e Formatting E-Mail Messages Guide Words To: Consider keying receiver’s full name; use angle brackets for e-mail address Ann Jones From:Entered automatically Date:Entered automatically Subject:Include meaningful topic summary.

22. Chapter 5, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 7e Salutation Options  No salutation  Ann, Dear Ann:, Hi, or Good morning!  Include name in first line “Thanks, Ann, for your help...”

23. Chapter 5, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 7e Body and Closing Body Closing  Cover just one topic.  Use uppercase and lowercase letters.  Use short line length if message might be forwarded.  Consider a complimentary closing such as Best or Cheers.  Include your name and full identification– especially for messages to outsiders.

24. Chapter 5, Slide 24 Mary Ellen Guffey, Essentials of Business Communication, 7e Model E-Mail Message Date: September 3, 2007 9:05:12 AM EST To: Matt Ferranto From: Brooke Johnson Subject: Supervising Two Assigned Interns 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. Date: September 3, 2007 9:05:12 AM EST To: Matt Ferranto From: Brooke Johnson Subject: Supervising Two Assigned Interns 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.

25. Chapter 5, Slide 25 Mary Ellen Guffey, Essentials of Business Communication, 7e 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 E-mail: bjohnson@telecom.combjohnson@telecom.com Phone: (425) 896-3420 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 E-mail: bjohnson@telecom.combjohnson@telecom.com Phone: (425) 896-3420 Model E-Mail Message

26. 1-inch top margin Pre-printed organization memo stationery Double- space Align all words 1 – 1¼ inches (left margin) 1 – 1¼ inches (right margin) Single-space paragraphs with blank line between paragraphs Unlike letters, memos do not have a signature block at the bottom. Instead sign your initials at the end of the FROM line.

27. Describe left and right margins. 1 –1 ¼ inches

28. 2-inch top margin instead of 1 inch

29. Describe the spacing and alignment of this section. Double-space; align all words after colon following “SUBJECT.”

30. Describe how to space the message. Single-space; leave blank line between paragraphs.

31. Describe how you would sign a memo. Sign your initials at the end of the FROM line.

32. Chapter 5, Slide 32Mary Ellen Guffey, Essentials of Business Communication, 7e Using E-Mail Smartly and Safely  Getting Started  Content, Tone, Correctness  Netiquette  Reading and Replying  Personal Use  Other Smart Practices

33. Chapter 5, Slide 33Mary Ellen Guffey, Essentials of Business Communication, 7e Getting Started  Getting Started  Consider composing off line.  Type the receiver’s address correctly.  Avoid using a misleading subject line.  Apply the top-of-the- screen test.

34. Chapter 5, Slide 34Mary Ellen Guffey, Essentials of Business Communication, 7e  Be concise.  Never respond when you are angry.  Don’t send anything you wouldn’t want published.  Don’t use e-mail to avoid contact.  Care about correctness and tone.  Resist humor. Content, Tone, Correctness  Content, Tone, Correctness

35. Chapter 5, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 7e Netiquette  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 titles.  Seek permission before forwarding.  Reduce attachments.

36. Chapter 5, Slide 36Mary Ellen Guffey, Essentials of Business Communication, 7e Reading and Replying  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.

37. Chapter 5, Slide 37Mary Ellen Guffey, Essentials of Business Communication, 7e Personal Use  Personal Use  Don’t use company computers for personal matters unless allowed by your organization.  Assume that all e-mail is monitored.

38. Chapter 5, Slide 38Mary Ellen Guffey, Essentials of Business Communication, 7e Other Smart Practices  Other Smart Practices  Use design to improve readability of longer messages.  Consider cultural differences.  Double-check before hitting the Send button.

39. Chapter 5, Slide 39 Mary Ellen Guffey, Essentials of Business Communication, 7e Writing Plans for E-MailMessagesandMemos Information and Procedures RequestsReplies

40. Chapter 5, Slide 40 Mary Ellen Guffey, Essentials of Business Communication, 7e Writing Plans for E-MailMessagesandMemos Information and Procedures

41. Chapter 5, Slide 41Mary Ellen Guffey, Essentials of Business Communication, 7e Summarize memo contents.Subjectline Expand the subject line by stating the main idea concisely in a full sentence.Opening Writing Plan for Information and Procedure E-Mail Messages and Memos

42. Chapter 5, Slide 42Mary Ellen Guffey, Essentials of Business Communication, 7e Provide background data and explain the main idea. In describing a procedure or giving instructions, use command language (do this, don't do that).Body Request action, summarize the message, or present a closing thought.Closing Writing Plan for Information and Procedure E-Mail Messages and Memos

43. Chapter 5, Slide 43Mary Ellen Guffey, Essentials of Business Communication, 7e Writing Plans for E-MailMessagesandMemos Information and Procedures Requests

44. Chapter 5, Slide 44Mary Ellen Guffey, Essentials of Business Communication, 7e Writing Plan for Requests Summarize the request and note the action desired.Subjectline Begin with the request or a brief statement introducing it.Opening

45. Chapter 5, Slide 45Mary Ellen Guffey, Essentials of Business Communication, 7e Writing Plan for Requests Provide background, justification, and details. If asking questions, list them in parallel form.Body Request action by a specific date. If possible, provide a reason. Express appreciation, if appropriate.Closing

46. Chapter 5, Slide 46Mary Ellen Guffey, Essentials of Business Communication, 7e

47. Chapter 5, Slide 47Mary Ellen Guffey, Essentials of Business Communication, 7e

48. Chapter 5, Slide 48 Mary Ellen Guffey, Essentials of Business Communication, 7e Writing Plans for E-MailMessagesandMemos Information and Procedures RequestsReplies

49. Chapter 5, Slide 49Mary Ellen Guffey, Essentials of Business Communication, 7e Writing Plan for Replies Summarize the main information from your reply.Subjectline Start directly by responding to the request with a summary statement.Opening

50. Chapter 5, Slide 50Mary Ellen Guffey, Essentials of Business Communication, 7e Writing Plan for Replies Provide additional information and details in a readable format.Body Add a concluding remark, summary, offer of further assistance, or request for further action.Closing