1. Common Document Formats & Strategies Memos, E-mail, Letters Customized & Workplace Training AAI/Portland Community College Facilitated by George Knox

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

3. Formats Memo E-mail Letter Strategies Direct/Indirect Targeting Tone Delivery

4. 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”

5. Memo and E-mail Audience Internal only (usually) Individual, departmental or company-wide Knowledge of company organization, values, policies, procedures, etc. Familiar with jargon and acronyms Attention to internal communications?

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

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

8. DATE: 10/27/04 TO: Lois Nguyen FROM: George Knox 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

9. 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

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

12. 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.

13. 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

14. 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

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

16. 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

17. 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

18. 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.

19. When using e-mail … Assume all communications are monitored and saved 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

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

21. 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

22. 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 at center)

23. Technique: Basic Elements Letterhead or return address (no name) Date Recipient’s “inside address” – (identical to mailing label) Salutation (Optional “Subject” line) Body Closing Signature Typist’s initials Enclosure notation Distribution list

24. 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

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

26. 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”.

27. 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

28. 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 ….”)

29. 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

30. Persuasive Writing 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 Reduce resistance Counter possible arguments Demonstrate credibility Motivate action Request specific action and repeat benefits