Chapter 8
E-Mail
Mary Ellen Guffey, Business Communication:
Process and Product, 5e
Copyright © 2006
Characteristics of Successful
E-Mail Messages and Memos
• Headings: Date, To, From, Subject
• Single topic
• Conversational tone
• Conciseness
• Graphic highlighting
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 2
Guffey’s 3 x 3 Writing
Process
• Analyze and anticipate
• Research and compose
• Revise, proofread, and evaluate
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 3
Analyze and Anticipate
• Do I really need to write?
• What is my purpose?
• How will the reader react?
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 4
Research and Compose
• Check files; collect information.
• Study relevant documents.
• Make an outline.
• Write first draft.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 5
Revise, Proofread, and
Evaluate
• Revise for clarity.
• Revise for correctness.
• Plan for feedback.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 6
Subject Line
• Summarize the main idea.
Example: Budget Meeting June 3, 10 a.m.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 7
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.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 8
Body
• Explain and discuss the topic.
• Use graphic highlighting to
facilitate reading, comprehension,
and retention.
• Consider columns, headings,
enumerations, bulleted lists, and so
forth.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 9
Closing
• Request action, including an end
date.
• Summarize the message or provide
a closing thought.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 10
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 e-mail ethics, courtesy,
and privacy issues.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 11
Smart E-Mail Practices
Personal Use
• Don’t use
company
computers for
personal matters.
• Assume that all email is monitored.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 12
End
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 8, Slide 13