email and memos

7/29/2019 Email and Memos

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© 2007 Thomn South-Western

Multimedia Instructor Version

CHAPTER 5

E-Mail

and

Memorandums



Applying the Writing Process

Phase 2

• Research

• Organization

• Composition

Phase 3

• Revision

• Proofreading

• Evaluation

Phase 1

• Analysis

• Anticipation

• Adaptation



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?



Phase 1


• Adaptation

Phase 3


• Evaluation

Phase 2


• Composition

Check files, gather documentation.

Outline or list points to cover.

Compose first draft; expect to revise.



Phase 2


• Composition

Phase 1


• Adaptation

Revise for clarity and conciseness.

Proofread for correctness.

Plan for feedback.

Phase 3


• Evaluation



Analyzing the Structure of E-Mail

Messages and Memos

Closing

Subject Line

Opening

Body



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."



Analyzing Structure

Body

Organize information and explanationslogically.

Use numbered and bulleted lists for quickcomprehension.

Consider adding headings for visualimpact.



Paragraph

Headings

Bulleted

Items

Within

Sentences

Headings

Instructions

Parallelism

Techniques

To Improve

Message

Readability



Parallelism

Instead of this

Workers werenervous, stressed,

and full of

preoccupation.

Try this

Workers werenervous, stressed,

and preoccupied.



Instructions

Instead of this

To clean the printer,you should do thefollowing. First, youshould disconnect thepower cord. Then youopen the front cover,and the printer areashould be cleaned witha soft, dry cloth.

Try this

To clean the printer,do the following:

Disconnect thepower cord.

Open the front

cover.Clean the printer

area with a soft, drycloth.



Headings

Instead of this

On April 3 we will

be in Toledo, andthe speaker is

Troy Lee. On

May 20 we will

be in Detroit, andthe speaker is

Erin Win.

Try this

Date City Speaker

April 3 Toledo Troy Lee

May 20 Detroit Erin Win



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.



Bulleted Items

Instead of this

At our Web site

We let youcompare cash

prices.

You can research

the best financing. You can learn

about leasing.

Try this

At our Web siteyou can do thefollowing: Compare cash

prices. Research the best

financing. Learn about

leasing.



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 willbegin a flex

schedule in the fall.



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 usevideoconferencing, how

to share multiple

programs, and how to

maintain an Internetdirectory.



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.



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 andqualifications.

Practice giving responses in a mock

interview. Prepare to ask relevant questions.

Improved Version



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



Formatting E-Mail

Messages Guide Words

To: Consider keying receiver’s full name;

use angle brackets for e-mail

address Ann Jones<[email protected]>

From: Entered automatically

Date: Entered automaticallySubject: Include meaningful topic summary.



Salutation Options

No salutation

Ann, Dear Ann:, Hi, or Good

morning!

Include name

in first line

“Thanks, Ann, for your help . . .”



Body and Closing

Body

Closing

Cover just one topic.

Use uppercase and lowercase letters.

Use short line length if message might beforwarded.

Consider a complimentary closing such as Best or Cheers.

Include your name and full identification – especially for messages to outsiders.



Model E-Mail Message

Date: September 3, 2007 9:05:12 AM EST

To: Matt Ferranto <[email protected]>

From: Brooke Johnson <[email protected]>

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.



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: [email protected]

Phone: (425) 896-3420

Model E-Mail Message

mailto:[email protected]

mailto:[email protected]



1-inch top

margin

Pre-printedorganization

memo stationery

Double-

space

Align allwords

1 – 1¼

inches

(leftmargin)

1 – 1¼

inches

(rightmargin)

Single-space

paragraphs with

blank line between

paragraphs

Unlike letters, memos do not

have a signature block at thebottom. Instead sign your

initials at the end of

the FROM line.



Describe

left and

right

margins.

1 –1 ¼

inches



2-inch top

margin

instead of

1 inch



Describe thespacing and

alignment of thissection.

Double-space;align all words after

colon following

“SUBJECT.”



Describe how

to space themessage.

Single-space;leave blank line

betweenparagraphs.



Describe how

you would signa memo.

Sign your

initials at theend of the

FROM line.



Using E-Mail Smartly and Safely

Getting Started

Content, Tone, Correctness Netiquette

Reading and Replying

Personal Use Other Smart Practices



Getting Started

Consider composingoff line.

Type the receiver’saddress correctly.

Avoid using amisleading subject

line. Apply the top-of-the-

screen test.



Be concise.

Never respond when you are angry.

Don’t send anything you wouldn’t wantpublished.

Don’t use e-mail to avoid contact.

Care about correctness and tone.

Resist humor.

Content, Tone, Correctness



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.



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.



Personal Use

Don’t use company

computers for

personal mattersunless allowed by

your organization.

Assume that all

e-mail is monitored.



Other Smart Practices

Use design to improve readability of

longer messages.

Consider cultural differences.

Double-check before hitting the Send

button.



Replies Requests

Information

and Procedures

Writing

Plans for

E-Mail

Messages

and

Memos



Information

and Procedures

Writing

Plans for

E-Mail

Messages

and

Memos

W i i Pl f I f i d



•Summarize memo contents.Subject

line

Expand the subject line by stating

the main idea concisely in a fullsentence.

Opening

Writing Plan for Information and

Procedure E-Mail Messages and Memos

W iti Pl f I f ti d



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 themessage, or present a closing

thought.Closing

Writing Plan for Information and

Procedure E-Mail Messages and Memos



Requests

Information

and Procedures

Writing

Plans for

E-MailMessages

and

Memos



Writing Plan for Requests

Summarize the request and note

the action desired.

Subject

line

Begin with the request or a brief

statement introducing it.Opening



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



Replies Requests

Information

and Procedures

Writing

Plans for

E-MailMessages

and

Memos



Writing Plan for Replies

Summarize the main information

from your reply.

Subject

line

Start directly by responding to the

request with a summarystatement.

Opening



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

email and memos

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