1. ROUTINE MEMOS, E-MAIL MESSAGES and Minutes

2. Writing Memos Why Learn to Write Memos? Although e-mail has reduced the paper flow, many professionals continue to write memos. You will, as a professional, spend considerable time reading and responding to memos.

3. Points to Remember Memos are a form of internal correspondence for employees The format of memos differ extensively from letters Memo formats may vary

4. Procedure and Information Memos These routine messages usually flow downward; they deliver company information and describe procedures. These routine messages usually flow downward; they deliver company information and describe procedures. Tone is important; managers seek employee participation and cooperation. Tone is important; managers seek employee participation and cooperation.

5. Characteristics of Successful Memos and E-Mail Messages Headings: To, From, Date, Subject Headings: To, From, Date, Subject Single topic Single topic Conversational tone-Informal Conversational tone-Informal Conciseness Conciseness Visual signalling Visual signalling Highlighting Numbers Bullets

6. The Writing Process Analyze and anticipate Research and compose Revise, proofread, and evaluate

7. Memo Formatting Line up all heading words with those following Subject. Line up all heading words with those following Subject. Leave side margins of about 1¼ inches. Leave side margins of about 1¼ inches. Indent the lines following bulleted or enumerated items. Indent the lines following bulleted or enumerated items. Do not include complimentary close or signature. Do not include complimentary close or signature.

8. Request and Reply Memos Memo requests for information and action follow the direct pattern. Memo requests for information and action follow the direct pattern. Memo replies are also organized directly with the most important information first. Memo replies are also organized directly with the most important information first.

9. Analyze and Anticipate Do I really need to write? Do I really need to write? What is my purpose? What is my purpose? How will the reader react? How will the reader react?

10. Research and Compose Check files; collect information. Study relevant documents. Make an outline. Write first draft.

11. Revise, Proofread, and Evaluate Revise for clarity. Revise for correctness. Plan for feedback.

12. Organization of Memos Memo headings Subject line Opening Body Closing

13. Memo Heading To_____________ To_____________ From___________ From___________ Date___________ Date___________ Subject_________ Subject_________ Date:_____________ Date:_____________ To:_______________ To:_______________ From:_____________ From:_____________ Subject:__________ Subject:__________ Date:_____________ Date:_____________ To:_______________ To:_______________ From:_____________ From:_____________ Through:__________ Through:__________ Subject :__________ Subject :__________

14. Subject Line Summarize the main idea. Summarize the main idea. Budget Meeting June 3, 10 a.m. Budget Meeting June 3, 10 a.m. 1. Required 2. Brief 3. Does not need to be whole sentence 4. Omit articles 5. Does not need period

15. Subject Headings Photo ID and Security Systems Photo ID and Security Systems Photo ID & Security System Training Photo ID & Security System Training Security System Training Security System Training Proposal for Security System Training Proposal for Security System Training Staff meeting Staff meeting Staff Meeting to Discuss Summer Vacation Schedule Staff Meeting to Discuss Summer Vacation Schedule

16. Opening Start directly; restate and amplify the main idea. Indirect (ineffective) opening: 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. 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: 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. All supervisors and coordinators will meet June 3 at 10 a.m. to work out the annual operating budgets for their departments.

17. Body Explain and discuss the topic. Explain and discuss the topic. Use graphic highlighting to facilitate reading, comprehension, and retention. Use graphic highlighting to facilitate reading, comprehension, and retention. Consider columns, headings, enumerations, bulleted lists, and so forth. Consider columns, headings, enumerations, bulleted lists, and so forth.

18. Closing Request action, including an end date. Summarize the message, or Provide a closing thought.

19. Writing Plan for Memos Closing Closing Requests action Requests action Summarizes message or Summarizes message or Ends with a concluding statement Ends with a concluding statement

20. Ineffective Memo TO: All Employees FROM: Robert Mendes DATE: January 26, 2004 SUBJECT: Retirement Series TO: All Employees FROM: Robert Mendes, Employee Benefits Manager Benefits Manager DATE: January 26, 2004 SUBJECT: Retirement Planning Series Begins March 8, 2004 Series Begins March 8, 2004 Effective memo

21. Ineffective Memo We are aware that many employees do not have sufficient data that relates to the prospect of their retirement. Many employees who are approaching retirement age have come to this office with specific questions about their retirement. It would be much easier for us to answer all these questions at once, and that is what we will try to do.

22. Ineffective Memo We would like to answer your questions at a series of retirement planning sessions in the company conference room. The first meeting is March 8. We will start at 4 p.m., which means that the company is giving you one hour of released time to attend this important session. We will meet from 4 to 6 p.m. when we will stop for dinner. We will begin again at 7 p.m. and finish at 8 p.m.

23. Ineffective Memo We have arranged for three speakers. They are: our company benefits supervisor, a financial planner, and a psychologist who treats retirees who have mental problems. The three sessions are planned for: March 8, April 4, and May 1.

24. Improved Memo Employees who are thinking about retirement are invited to attend a series of retirement planning sessions beginning March 8. Because many employees are approaching retirement age and because they have questions about specific retirement problems, we have arranged this series.

25. Improved Memo The speakers include our company benefits supervisor, a financial planner, and a psychologist who works with retirees. The company is providing released time so that interested employees may attend this important series in the company conference room. Three sessions are planned: March 8, April 4, and May 1. They will last from 4 to 8 p.m. with a one-hour dinner break at 6 p.m.

26. Improved Memo To begin planning your successful and rewarding retirement, attend the first session March 8. Call me at Ext. 345 before March 1 to let me know if you will attend.

27. „X Briefly and clearly define the problem. „X Tell the recipient why he or she should care. „ „X Say what you want the recipient to do. „X Be quiet.

28. WritingE-mails

29. Communicating in the New World of E-Mail To succeed, you must be able to: Express yourself concisely and quickly. Express yourself concisely and quickly. Compose at the keyboard. Compose at the keyboard. Understand ethics, courtesy, and privacy issues relating to e-mail. Understand ethics, courtesy, and privacy issues relating to e-mail. Develop confidence in using e-mail systems. Develop confidence in using e-mail systems. Think globally. Think globally. Use time management in prioritizing e-mail messages. Use time management in prioritizing e-mail messages. Write in an error-free style. Write in an error-free style.

30. Avoid email when… Discussing confidential or sensitive matters Discussing confidential or sensitive matters Writing about something that may be misinterpreted Writing about something that may be misinterpreted Anger or disappointment may color the tone of your message Anger or disappointment may color the tone of your message Immediate or quick attention is needed; e.g., a spontaneous meeting Immediate or quick attention is needed; e.g., a spontaneous meeting You have to be absolutely sure your message was received; e.g., policy change You have to be absolutely sure your message was received; e.g., policy change

31. Composing email messages Headings Subjects Headings Subjects Salutation Salutation Body Body Closing Closing

32. Composing email messages Match your conversational style Match your conversational style Use one mail for one message. It makes replying, sorting, and filing much easier. Use one mail for one message. It makes replying, sorting, and filing much easier. Keep messages short; computer screens are hard to read Keep messages short; computer screens are hard to read Use paragraphs and white space to help the reader Use paragraphs and white space to help the reader Type in sentence case. All uppercase is hard to read and equates to yelling Type in sentence case. All uppercase is hard to read and equates to yelling

33. Composing email messages Avoid unusual formats, rich text, HTML (see the next slide) Avoid unusual formats, rich text, HTML (see the next slide) Use good business writing guidelines for organization, grammar, spelling, punctuation. Email creates an image about who you are Use good business writing guidelines for organization, grammar, spelling, punctuation. Email creates an image about who you are Proofread and edit all messages Proofread and edit all messages Keep your readers’ email skills in mind. Unfortunately, not all readers know they can change their views, open a message, or that the scroll bar helps to read long message. Keep your readers’ email skills in mind. Unfortunately, not all readers know they can change their views, open a message, or that the scroll bar helps to read long message.

34. Unusual formats May not look professional May not look professional May not “translate” between systems May not “translate” between systems May be very hard to read May be very hard to read Distract the reader from message Distract the reader from message What you see, isn’t necessarily what they get (screen view/pane sizes) What you see, isn’t necessarily what they get (screen view/pane sizes)

35. Openings and closings Match the tone of your message just as you would in a letter Match the tone of your message just as you would in a letter Maintain professionalism Maintain professionalism If in doubt, use a more formal approach If in doubt, use a more formal approach Hello vs. HeyHello vs. Hey Dear Mr. Soandso vs. no salutationDear Mr. Soandso vs. no salutation ThanksThanks SincerelySincerely

36. Common courtesy Use “please” and “thank you” liberally Use “please” and “thank you” liberally Do not expect immediate answers Do not expect immediate answers Copy only those who really need to know Copy only those who really need to know Do not forward mail that might embarrass the original sender Do not forward mail that might embarrass the original sender Do not overuse abbreviations, emoticons, quotes, capital letters, punctuation Do not overuse abbreviations, emoticons, quotes, capital letters, punctuation Do not use “reply all” unless really necessary Do not use “reply all” unless really necessary Don’t send or forward “junk mail” Don’t send or forward “junk mail”

37. Email is not private or secure Do not send confidential information Do not send confidential information Do not send credit card, social security, purchase order, and similar numbers Do not send credit card, social security, purchase order, and similar numbers Do not send any message that you wouldn’t want appearing on the front page of a newspaper Do not send any message that you wouldn’t want appearing on the front page of a newspaper Be aware that deleted messages may reside on the server for long time Be aware that deleted messages may reside on the server for long time

38. Replying to others Respond in a timely fashion Respond in a timely fashion Use “reply all” judiciously Use “reply all” judiciously Respond only if needed Respond only if needed Maintain conversation “threads” by using “reply” instead of making a new message Maintain conversation “threads” by using “reply” instead of making a new message Use quotes (>) to indicate specific material from the previous message Use quotes (>) to indicate specific material from the previous message Quote from the last mail > agree to hire a temp?Quote from the last mail > agree to hire a temp? Your answer to the question: Yes, I do.Your answer to the question: Yes, I do.

39. Attachments Attachments can be: documents, spreadsheets, text files, images, Acrobat PDF files, WAV files, data files Attachments can be: documents, spreadsheets, text files, images, Acrobat PDF files, WAV files, data files Different platforms/systems may show different format results Different platforms/systems may show different format results The receiver of the message must own the software required to open an attachment The receiver of the message must own the software required to open an attachment Attachments on forwarded messages may not stay attached Attachments on forwarded messages may not stay attached Be careful of file sizes; use zip files for extra large attachments Be careful of file sizes; use zip files for extra large attachments

40. Managing your mail Avoid printing emails unnecessarily. Set up an electronic filing system Avoid printing emails unnecessarily. Set up an electronic filing system Delete read mail regularly from the “in box” to improve system efficiency Delete read mail regularly from the “in box” to improve system efficiency Delete unnecessary “sent” mail Delete unnecessary “sent” mail Use appropriate views to help keep your mail private in open office situations Use appropriate views to help keep your mail private in open office situations

41. Smart E-Mail Practices Get the address right. Get the address right. Avoid misleading subject lines. Avoid misleading subject lines. Be concise. Be concise. Do not send anything you wouldn’t want published. Do not send anything you wouldn’t want published. Do not use e-mail to avoid contact. Do not use e-mail to avoid contact. Never respond when you are angry. Never respond when you are angry.

42. Smart E-Mail Practices Care about correctness. Resist humour and tongue-in-cheek comments. Use design elements to improve readability of longer messages. Consider cultural differences.. Protect against e-mail break-ins.

43. Writing MINUTES

44. Writing Minutes of Meetings  About minutes Can be defined as a written record of the business transacted at a meeting. Can be defined as a written record of the business transacted at a meeting. zMay well have some legal and authoritative force. zMust summarize the major contributions to the discussion in such a way that each speaker’s interactions are recorded zMust be clear about what the speaker “meant”, not just what the individual “said” zThe process of minutes writing is a process of interpretation, not just repetition

45. Format for Writing Minutes Date and place listed Date and place listed Names of the participants Names of the participants All the main points are summarized and numbered All the main points are summarized and numbered Avoid bias when recording items Avoid bias when recording items See pages 62-63 See pages 62-63

46. Writing Minutes of Meetings (cont’d)  Elements to be included in a minutes: 1.Heading (including where and when the meeting was held) 2.Present (who was there) 3.Apologies of Absence 4.Minutes of the previous meeting (note any corrections and state the minutes were accepted as a true record of the meeting [with the above corrections, where applicable]) 5.Statements of what actually occurred at the meeting 6.Any Other Business (AOB) 7.Who was the chairperson and who the secretary 8.The time the meeting adjourned and when the next meeting is to take place

47. Writing Minutes of Meetings (cont’d)  Check that the minutes 1.Provide a true, impartial and balance account of the proceedings; 2.Are written in clear, concise and unambiguous language; 3.Are concise and accurate; 4.Follow a method of presentation which helps the reader assimilated the content.

48. Writing Minutes of Meetings (cont’d)  Types of minutes writing: Narrative minutes Narrative minutes 1. A summary of the discussion leading up to a decision. Useful for meetings that a more detailed record of the discussion preferable. Useful for meetings that a more detailed record of the discussion preferable. 2.Resolution minutes 3.Actual resolutions are emphasized, but only give brief details of the discussion itself. 4.Opinions stated, conflicts among members and disagreements are treated off-record. 5.Action minutes 6.Record the decision made on the issue and the action (what) to be taken (by whom) and (when).

49. Distribution of Meeting Minutes Send the minutes the next day Send the minutes the next day Copy all relevant individuals Copy all relevant individuals Make sure the chair person approves the minutes Make sure the chair person approves the minutes Update the status of issues Update the status of issues Provide updated minutes to meeting attendants prior to follow up meetings Provide updated minutes to meeting attendants prior to follow up meetings