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
P. A. T.
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Purpose
– Topic
– Goals (Inform,persuade, entertain, record, cite,
respond, etc.)
– Requirements (Schedule, materials, budget, tools,
delivery, etc.)
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Audience
– Who? Multiple audiences?
– Expectations (Content, style, delivery, etc.)
– Requirements
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Technique
Memo and E-mail
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Purpose
– Written record (paper or electronic)
– Information re: policies and procedures
– Request for internal action
– Documentation of decisions or actions
– “Paper trail”
Memo and E-mail
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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
Technique: Basic Format
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Subject line
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Opening
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Body
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Closing
Tip: Use “signature” with e-mail but NOT with memo
Specific Format: Memos
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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
General Memo Layout
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
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
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General E-mail Layout
Technique: Kinds of Memos
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Procedure and Information Memos
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Request and Reply Memos
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Confirmation (or Denial) Memos
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Other?
Procedure/Information Memos
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Routine messages
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“Downward” flow
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Informational in nature
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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.
Request and Reply Memos
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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
Confirmation Memos
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“Incident” or “To File” reports
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Documentation of decisions, directives, and
discussions
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Names and titles of people involved
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Major issues described
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Request for confirmation of receipt
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Direct message
Technique: Strategies
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Headings: Date, To, From, Subject
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Single topic
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Conciseness
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Conversational tone
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“Cues” and “Signposts”
Technique: Strategies
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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
Techniques: Delivery
Memos – Use standard in-house
delivery unless otherwise requested
 E-mail
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– Use in-house standards (company vs.
personal web-based e-mail, stationary,
HTML vs. text only, etc.) within company
– Contact outside audiences for restrictions
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Avoid common e-mail mistakes
Common E-mail Mistakes
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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.
When using e-mail …
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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
Letters
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Purpose
– Written record (Paper)
– Formal information, persuasive or
responsive communication
– Documentation with “wet” signature
– “Official” communication with letterhead
– Contractual agreement
– “Paper trail”
Letters
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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
Technique: Basic Format
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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)
Technique: Kinds of Letters
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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
Technique: Strategies
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Single topic
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Formal style and tone
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“Official” letterhead and signature
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“Cues” and “Signposts”
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Request for action
Technique: Strategies
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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”.
Communicating Bad News
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Goals
– Make the audience understand and accept
– Maintain positive image of organization
– Make message clear so additional
communication is unnecessary
– Avoid creating legal liability
Communicating Bad News
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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 ….”)
Communicating Bad News
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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
Persuasive Writing
Strategies:
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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
Persuasive Writing
Strategies:
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Reduce resistance
– Counter possible arguments
– Demonstrate credibility
Motivate action
– Request specific action and repeat benefits
Reinforce business relationship
Technical Formats
Instructions
 Reports
 Executive Summaries
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Instructions
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Purpose
– Technical documentation of a specific task
– Directive with sequential steps
– “Used” during task
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Audience
– Varying technical abilities
– “Users”, not readers
– May need hazard statements
Technique: Document Types
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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)
Technique: Basic Format
Introduction
2. Required materials/tools
3. Sequential steps
4. Additional resources
1.
Technique: Strategies
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Keep language simple and direct
– 2nd person imperative
– Appropriate technical language
– Active voice
– Avoid future tense
– Industry standards (e.g. ANSI)
Technique: Strategies
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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:”)
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)
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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
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Reports
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Purpose
– Document primary or secondary research
– Aid decisions, qualify sources and record
work or activities
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Audience
– Expects summaries, methods, findings
– May expect recommendations
– Data may be scrutinized
– Multiple audiences?
Technique: Basic Format
Front Matter
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Cover
Title page
Abstract
Table of contents
List of figures and tables
Executive summary
Technique: Basic Format (cont.)
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Introduction
– Definition & scope of problem
– Background
– Methodology
– Report organization
Technique: Basic Format (cont.)
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Body
– Project details (Data, method review)
– Conclusion (Analysis of findings)
– Recommendations
– Notes
Technique: Basic Format (cont.)
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Back Matter
– Appendices
– Glossary
– Bibliography/References/Works Cited
– Resume/Vitae
– Index
Technique: Strategies
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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
Technique: Strategies
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Secondary research
– Verify your sources with clear
documentation
– Explain/describe sources as necessary
– Use citation style as required or expected
Executive Summary
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Purpose
– Introduce document
– Give synopsis of contents
– Persuade reader of validity and importance
of document
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Audience
– Multiple audiences: technical and nontechnical
– Expect summary of major points and
findings
– May be read as “stand alone” document
Technique: Basic Format
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Mini-document
– Organize around major sections of full
document
– Condense material into suitable length
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“Brochure”
– Highlight major sections most relevant to
non-technical audience
– Categorize and order by importance to
audience
Technique: Strategies
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Length: Usually 1 page, but could be longer
(1/16th 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”