Business
Communication
Process and Product
Brief Canadian Edition,
Mary Ellen Guffey
Kathleen Rhodes
Patricia Rogin
(c) 2003 Nelson, a division of Thomson Canada Limited
1
Chapter 8
ROUTINE MEMOS AND
E-MAIL MESSAGES
2
Characteristics of Successful
Memos and E-Mail Messages
Headings: To, From, Date, Subject
Single topic
Conversational tone
Conciseness
Graphic highlighting
3
Memo Formatting
Line up all heading words with those
following Subject.
Leave side margins of about 1¼ inches.
Indent the lines following bulleted or
enumerated items.
Use ragged line endings, not justified.
Don’t include complimentary close or
signature.
4
Indent the lines following
bulleted or enumerated items.
Interoffice memo stationery may be used
by any employee.
Plain paper or letterhead stationery may
also be used for memos, so long as the
headings TO, FROM, DATE, and
SUBJECT are included.
5
The Writing Process
Analyze and anticipate
Research and compose
Revise, proofread, and evaluate
6
Analyze and Anticipate
Do I really need to write?
What is my purpose?
How will the reader react?
7
Research and Compose
Check files; collect information.
Study relevant documents.
Make an outline.
Write first draft.
8
Revise, Proofread, and
Evaluate
Revise for clarity.
Revise for correctness.
Plan for feedback.
9
Organization of Memos
Subject line
Opening
Body
Closing
10
Subject Line
Summarize the main idea.
Budget Meeting June 3, 10 a.m.
11
Opening
Start directly; restate and amplify the main
idea.
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.
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.
12
Body
Explain and discuss the topic.
Use graphic highlighting to facilitate
reading, comprehension, and retention.
Consider columns, headings,
enumerations, bulleted lists, and so forth.
13
Closing
Request action, including an end date.
Summarize the message, or
Provide a closing thought.
14
Communicating in the New
World of E-Mail
The phenomenal growth
of e-mail and use of the
Internet mean that
today’s communicators
need special skills.
15
Communicating in the New
World of E-Mail
To succeed, you must be able to:
Express yourself concisely and quickly.
Compose at the keyboard.
Understand ethics, courtesy, and privacy issues relating
to e-mail.
Develop confidence in using e-mail systems.
Think globally.
Use time management in prioritizing e-mail messages.
Write in an error-free style.
16
Smart E-Mail Practices
Get the address right.
Avoid misleading subject lines.
Be concise.
Don’t send anything you wouldn’t want
published.
Don’t use e-mail to avoid contact.
Never respond when you’re angry.
17
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.
18
The Six Most Common
Mistakes in Sending E-Mail
1. Address errors
2. Lengthy messages or attachments
3. Misleading subject lines
4. Inappropriate content (such as delivering bad .
. . news)
5. Instant indiscretions (angry or thoughtless . . .
. . statements)
6. Reckless copying
19
KINDS OF MEMOS
Procedure and Information Memos
Request and Reply Memos
Confirmation Memos
20
Procedure and Information
Memos
These routine messages usually flow
downward; they deliver company
information and describe procedures.
Tone is important; managers seek
employee participation and cooperation.
21
Request and Reply Memos
Memo requests for information and action
follow the direct pattern.
Memo replies are also organized directly
with the most important information first.
22
Confirmation Memos
Also called “to-file” reports or “incident”
reports.
Record oral decisions, directives, and
discussions.
Include names and titles of people
involved.
Itemize major issues and request
confirmation from the receiver.
23
End
24