Chapter 8
Routine memos and e-mail
messages
What’s the difference between
routine letters and memos?
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Background information and
explanation.
Goodwill messages
Subject,opening,
body, closing
Part I
The benefits of
developing skills
in writing memos
and e-mails
The characteristics
of successful
memos and
e-mail messages
The organization
of memos
and e-mails
Memos and
e-mails
Smart e-mail
practices
An example--email
From : D.M.Sidwell
To : A.J.Coleman
Cc : C.F.Lindsay
Subject : meeting
Andrew ,
The meeting will now be at 10.00 on Monday in Mike’s
office. I hope you can make it. Please let me know if
this is OK.
Thanks
Duncan
An example -- memo
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To: Kobi Marsh, Marketing Manager
From : Isabelle Hutton, Managing
Director
Subject : Market Share
Date: 11 July
An example – memo
You’ve seen the sales forecast for the next twelve
months. The worrying aspect is that our market
share is going to fall slightly, although overall sales
are likely to remain steady. We must carry out a new
market survey to see how we should appraise our
product range in order to maintain our market
position. To do this, we may have to modify our
existing products or launch a completely new product.
Please let me have your views on this as soon as
possible.
Isabelle
The benefits of developing skill in
writing memos and e-mail messages
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1. Well-written documents are likely to
achieve their goals
2. Well-written documents enhance your
image within the organization (these person
will be noticed, rewarded, and promoted )
Characteristics of successful memos
and e-mail messages
1. Guideword headings:
To, from, date, subject headings
 2. Single topic:
discuss only one topic
 3. Conversational tone:
the tone of memos and e-mail messages should be
conversational, professional.(not emotional)
 4. Conciseness:
the messages contain only what’s necessary to convey
meaning and be courteous.(to eliminate wordiness)
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Characteristics of successful memos
and e-mail messages
5. Graphic highlighting:
to make important ideas stand out and to
improve readability, memo and e-mail writers
make liberal use of graphic highlighting
techniques.(numbered and bulleted lists and
headings )
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Questions
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What are five characteristics of
successful memos and e-mail messages?
What’s graphic highlighting, and why is
it particularly useful in memos and email messages ?
Revise the paragraph by using graphic
highlighting techniques
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A recent survey of car buyers uncovered some very
interesting information about what electronic options
they really wanted in new cars. Some technology
visionaries have been saying that car buyers wanted
a lot of fancy electronic gadgets, but the survey
showed that only 5.1 percent , for example, wanted a
trip computer. Most car buyers mentioned cruise
control ( 79.1 percent) . A total of 61.1 percent said
that they wanted antilock brakes. A smaller
percentage (50.5 percent )wanted keyless entry.
Farther down the list we found that buyers wanted
CD players ( 34.1 percent)
(P274)
The improved one
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The following table is about what electronic
options customers wanted in new cars:
Electronic options
Percentage of
customers
Trip computer
5.1%
79.1%
61.1%
50.5%
34.1%
Cruise control
Antilock brakes
Keyless entry
CD players
Organization of memos and e-mail
messages
1. Subject line :
summarize the central idea.
e.g. SUBJECT: Staff Meeting to Discuss Summer
Vacation Schedule
 2. Opening:
most direct memos convey non-sensitive
information and thus frontload the main idea
in the opening .
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Organization of memos and e-mail
messages
e.g. please review the following proposal
regarding employees’ benefits, and let
me know by May 20 if you approve
these changes.
Revise the opener(I)
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At the meeting of the management
council last Thursday, you mentioned a
very interesting study that you
conducted last year. It reported data
regarding employee turnover, and you
said that it revealed some intriguing
findings. Please send me a copy of your
study. (8.1 A)
The improved one
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SUBJECT: Data Regarding Employee
Turnover
please send me a copy of your study
regarding employee turnover
Revise the opener (II)
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I have before me your memo of the
16th in which you request permission to
attend the Web Site Design Seminar
sponsored by Presentation Planners. As
I understand it, this is a two-day
seminar scheduled for February 25 and
26. Your reasons for attending were
well stated and convincing. You have
my permission to attend. (8.1 C)
The improved one

SUBJECT: Web Site Design Seminar
Welcome to the Web Site Design
Seminar sponsored by Presentation
Planners scheduled for February 25 and
26.
Organization of memos and e-mail
messages
3. Body:
provides more information about the reason for
writing. It explains and discusses the subject
logically
-- to explain more clearly, what techniques can
you use ?
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Organization of memos and e-mail
messages
4. Closing:
I.action information including dates and deadlines
e.g. So that we can prepare the necessary
paperwork, please let me know your answers
to these questions by Wednesday, August 18.
II. A summary
e.g. These are cost-reduction steps we’ve taken
thus far.
III. A closing thought
e.g. I sincerely appreciate your cooperation.
Revise the body(I)
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Our employee leasing program has proven to
be an efficient management tool for business
owners because we take care of everything.
Our program will handle your payroll
preparation. Moreover, benefits for employees
are covered. We also know what a chore
calculating worker’s compensation premiums
can be, so we do that for you. And we make
all the necessary state and federal reports
that are required today. (8.3 B)
The improved one
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our employee leasing program will take
care of the following items for you:
1. Handle the payroll preparation
2. Cover benefits for employees
3. Calculate worker’s compensation
premiums
4. Make all the necessary state and
federal reports
Revise the body (II)
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We are concerned about your safety in using our automated
teller machines (ATMs) at night, so we think you should
consider the following tips. Users of ATMs are encouraged to
look around—especially at night—before using the service. If
you notice anything suspicious, the use of another ATM is
recommended. Or you could come back later. Another
suggestion that we give our customers involves counting your
cash. Be sure that the cash you receive is put away quickly.
Don’t count it as soon as you get it. It’s better to check it in
the safety of your car or at home. Also, why not take a friend
with you if you must use an ATM at night? We also suggest that
you park in a well-lighted area as close to the actual location of
the ATM as possible. (8.3 c)
The improved one
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1.
2.
3.
4.
For your safety in using our ATMS at night,
please follow the next tips:
Look around before using the service. If you
notice anything suspicious, try another one.
Put away the cash quickly and check it in
the safety of your car or at home.
Take a friend with you if possible.
Park in a well-lighted area as close to the
actual location of the ATM as possible.
Questions
Name three ways to close a memo or email message?
Action information
Summary
Closing thought
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Smart E-mail practices
Get the address right;
--a wrong address would make your message bounce
 avoid misleading subject lines;
--make sure your subject line is relevant and helpful
 be concise;
--don’t burden readers with unnecessary information
 don’t send anything you wouldn’t want published;
--e-mail creates a permanent record , and every
message can be used against you or your employer.
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don’t use e-mail to avoid contact;
--e-mail is inappropriate for breaking bad news or for
resolving arguments.
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Smart E-mail practices
never respond when you are angry;
--you can produce better alternatives after thinking
about what was said.
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care about correctness;
--sloppy e-mail messages make readers work too hard
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resist humor and tongue-in-cheek comments;
--humor can easily be misunderstood without the
nonverbal cues
 limit any tendency to send blanket copies;
--send copies only to people who really need to see a
message.
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Smart E-mail practices
use design to improve readability of longer messages;
--use headings, bulleted listings, side headings, and
introductory summary to shorten reading time
 consider cultural differences;
 double check before hitting the send button;
--avoid the necessity of sending a second message
which makes you look pretty careless
 protect against e-mail break-ins.
--don’t give your password to anyone else
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Questions
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Suggest at least ten pointers that you
could give to a first-time e-mail user?
Part II
Format of memos
and e-mails
Information and procedure
memos and e-mails
Memos and
e-mails
Three kinds of
memos and e-mails
Request and reply
memos and e-mails
Confirmation memo
and e-mails
Formatting e-mail messages
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1.
2.
3.
Guide words: to, from, date, subject, cc,
Bcc,attached.
After TO, type the receiver’s electronic address. If
you include the receiver’s name, enclose the
address in angle brackets.
After FROM, type your name and electronic address,
if your program does not insert it automatically.
After Subject, provide a clear description of your
message.
Formatting e-mail messages
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Salutation: I. To company insiders,
salutations were omitted. II. To outsiders,
salutation should be included, such as dear
linlee.( or put it in the first sentence )
Body: cover just one topic, and try to keep
the total message under three screens in
length.
Closing lines: the writer’s name, title, e-mail
address, and organization.
E-mail
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To:
From:
Date:
Subject:
Cc:
attachments
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Body
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Memo
To:
From:
Date:
Subject:
Body
Three kinds of memos and e-mail
messages
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1. Information and procedure memos and e-mail
messages
----- deliver information or outlining procedures
2. Request and reply memos and e-mail messages
----- requesting action or information; reply to
requests
3. Confirmation memos and e-mail messages
----- create a permanent record of oral decisions,
directives, and discussions
Procedure and information memos
and e-mail messages
It includes :
-- clear subject line, direct opening, concise explanation,
and action closing
e.g. Opening:
-- to improve budget planning and to control costs,
please follow the new procedures listed below …
Explanation:
-- printing is a necessary expenditure, however, our bill
seems very high lately,particularly those from
Printmasters….
( clear idea)
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Revise the following information memo
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Date : current
To : all employees
From : mark grist, employee benefits
division
Subject: Retirement
Revise the following information memo
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We are aware that many employees do not
have sufficient information 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.
(8.10)
Revise the following information memo
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We would like to answer your questions at a
series of retirement planning sessions in the
company conference room. The first meeting
is September 6. 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.
Revise the following information memo
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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 : September 6,
October 4, and November 1.
The improved one
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We will answer all retirement questions in the following three
sessions:
The first session
The second
session
The third session
Date
September 6
October 4
November 1
Time
4 to 6 p.m.
Dinner
4 to 6 p.m.
Dinner
7 to 8 p.m.
4 to 6 p.m.
Dinner
7 to 8 p.m.
Financial planner
Psychologist
7 to 8 p.m.
Speaker
Our company
benefits
supervisor
Place for the meeting : company conference room
Request and reply memos and e-mail
messages
It follows the direct pattern in seeking or providing
information
 Request memos:
Opening : I. Ask the most important question first,
followed by an explanation and then the other
questions II. Use a polite command, such as please
answer the following questions regarding …
Body: explain and justify your request
Closing : include an end date to promote a quick
response
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An example
MEMO TO :Department Managers
Please answer the questions listed below about the
use of temporary help in your department.
(a polite command )
With your ideas we plan to develop a policy that will
help us improve the process of budgeting, selecting ,
and hiring temporaries.
( explain the purpose concisely )
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An example
1. What’s the average number of temporary office workers you
employ each month?
2. What is the average length of a temporary worker’s
assignment in your department?
3. What specific job skills are you generally seeking in your
temporaries?
4. What temporary agencies are you now using?
( list parallel questions to improve readability)
by replying before January 20, you will have direct input into the
new policy, which we will be developing at the end of the month.
This improved policy will help you fill your temporary
employment needs more quickly and more efficiently.
( include end date, along with reason and reader
benefit)
Questions
Should a request memo or e-mail
message open immediately with the
request or with an explanation? Why?
-- with the request,
-- readers can understand the explanation
better once they know the request first.
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Request and reply memos and e-mail
messages
Reply memos:
Opening : start directly by responding to the writer’s
request(we are happy to assist you in …)
Body: provide the information requested in a logical and
coherent order ; in providing additional data, use
familiar words, short sentences , short paragraphs
and active-voice verbs; if further action is required,
be specific in spelling it out.
Closing : provides deadline and reason.
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Revise the request memo
Date : Current
 To : All Employees
 From: Elizabeth Mendoza, Human
Resources
 Subject: New Holiday Plan
(8.5)
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Revise the request memo
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In the past we’ve offered all employees
11 holidays ( starting with New Year’s
Day in January and proceeding through
Christmas Day the following December).
Other companies offer similar holiday
schedules.
Revise the request memo
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In addition, we’ve given all employees one floating
holiday. As you know, we’ve determined that day by
a companywide vote. As a result, all employees had
the same day off. Now, however, management is
considering a new plan that we feel would be better.
This new plan involves a floating holiday that each
individual employee may decide for herself or himself.
We’ve given it considerable thought and decided that
such a plan could definitely work.
Revise the request memo
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We would allow each employee to choose a day that
he or she wants. Of course, we would have to issue
certain restrictions. Selections would have to be
subject to our staffing needs within individual
departments. For example, if everyone wanted the
same day, we could not allow everyone to take it. In
that case, we would allow the employee with the
most seniority to have the day off.
Revise the request memo
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Before we institute the new plan,
though, we wanted to see what
employees thought about it. Is it better
to continue our current companywide
uniform floating holiday? Or should we
try an individual floating holiday?
please let us know what you think as
soon as possible.
The improved one
I.
II.
We are considering a new floating holiday plan.
Please make a choice between the next two plans.
The uniform floating holiday: all employees
had the same day off
The individual floating holiday: each
individual employee may decide for herself or
himself, but selections would have to be subject
to our staff needs within individual departments
Please reply before December 20. You will have
direct input into the new plan so we can decide it
at the end of this month. This new plan can help
you enjoy your holiday.
Confirmation memos and e-mail
messages
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I. Confirm an oral agreement :
1. Include names and titles of involved
individuals
2. Itemize major issues or points concisely
3. Request feedback regarding unclear or
inaccurate points
II. Verify receipt of materials or a change of
schedule .
The four necessary points in a
confirmation memo
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Individual involved
Date
Being lawful
facts
An example
To confirm the call from Carla Ramos
who tells you that her portion of the
report will be a week later.
---- this message verifies our telephone
conversation of November 5 in which
you said that your portion of the budget
report will be submitted November 14
instead of November 7.
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Revise the confirmation E-mail
To : williamMorrison@commercial.com
 From: TracyannPhilips@aol.com
 Subject: commercials
(8.6)
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Revise the confirmation E-mail
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It was good o talk to you on the telephone yesterday after
exchanging letters with you an dafter reading so much about
Bermuda. I was very interested in learning about the
commercials you want me to write. As I understand it. Mr.
Morrison, you want a total of 240 one-minute radio commercials.
These commercials are intended to rejuvenate the slumping
tourist industry in Bermuda. You said that these commercials
would be broadcast from March 30 through June 30. You said
these commercials would be played on three radio stations.
These stations are in five major cities on the East Coast. The
commercials would be aimed at morning and evening drive time,
for drivers who are listening to their radios, and the campaign
would be called” radio Bermuda”
Revise the confirmation E-mail
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I am sure I can do as you suggested in reminding
listeners that Bermuda is less than two hours away.
You expect me to bring to these commercials the
color and character of the island. You want me to
highlight the attractions and the civility of Bermuda,
at least as much as can be done in one-minute radio
commercials. In my notes I wrote that you also
mentioned that I should include references to tree
frogs and royal palm trees. Another item you
suggested that I include in some of the commercials
was special Bermuda food, such as delicacies like
shark on toast, conch fritters, and mussel stew.
Revise the confirmation E-mail
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I wanted to be sure to write these
points down so that we both agreed on
what we said in our telephone
conversation. I am eager to begin
working on these commercials
immediately, but I would feel better if
you looked over these points to see if I
have it right. I look forward to working
with you.
The improved one
This e-mail message confirms our conversation and the
points we’ve agreed on the phone Feb 2:
1.The length: a total of 240 one-minute radio
commercial
2.The purpose: to rejuvenate the slumping tourist
industry in Bermuda.
3.Radio stations: three radio stations in five major cities
on the East Coast.
4.Lasting time: from March 30 to June 30
5.Broadcasting times: morning and evening drive time
The improved one
6. The commercials should contain the following items:
a.
The distance from Bermuda: less than two hours
away
b.
The color and character of the the island
c.
Attractions and the civility of Bermuda
d.
Special Bermuda food
e.
Tree frogs and royal palm trees.
If you agree that this message accurately reflects
our conversation, please reply with your agreement
before March 1.
Homework 1
8.15 or 8.14
Pay attention to the following aspects:
1.
Format
2.
Graphic highlighting
3.
Conversational and professional
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