University of Foreign Languages and International
Studies
DIVISION OF ENGLISH FOR SPECIAL
PURPOSES
Student’s name: ……………………………………………………
Date of birth: ……………………………………………………….
Chapter 5
Electronic Messages
and Memorandums
Fill the gap with a suitable word or phrase. Use textbook as a reference.
Outcome 1: Preparing digital age email messages and memos
Paper-based messages
§ ………………….
§ ………………….
Electronic messages
§ ………………….
§ ………………….
§ ………………….
§ ………………….
§ ………………….
§ ………………….
§ ………………….
Outcome 2: Reasons why email is important
§ Preferred channel for most ………………….
§ …………………. …………………. business people two hours or more each
day
§ …………………. for paper memos inside organizations
§ Substitute for some letters to …………………. audiences
Outcome 3: Best practices for better email:
3.1. GETTING STARTED
§ Don’t write if another …………………. – such as IM, social media, or a phone
call – might work better
§ Send …………………. …………………. you would want published.
§ Write compelling …………………. …………………., possibly with names
and dates
o Jake: Requesting Presentation at Jan. 10 Staff meeting.
3.2. REPLYING
§ …………………. all emails, especially those from the same person.
…………………. …………………. 24 hours or say when you will.
§ Change the …………………. …………………. if the topic changes. Check
the threaded messages below yours.
§ Practice down-editing; include only the parts from the …………………. email
to which you are responding
§ Start with the …………………. idea.
§ Use …………………. and lists.
3.3. OBSERVING ETIQUETTE
§ Obtain …………………. before forwarding.
§ …………………. humor and sarcasm. Both can be misunderstood.
§ Soften the …………………. by including a friendly opening and closing
§ …………………. writing in all caps, which is like SHOUTING
3.4. CLOSING EFFECTIVELY
§ End with a …………………. …………………., next steps to be taken, or a
friendly remark.
§ Ass your full …………………. …………………. Including social media
addresses.
§ Edit your text for ………………….. Proofread for typos or unwanted autocorrection.
§ …………………. …………………. before hitting send.
Outcome 4: Writing plan for information emails
4.1. SUBJECT LINE:
§ Summarise the main idea in …………………. form.
§ Avoid …………………. words such as: Help, Important, or Meeting
4.2. OPENING
§ Include a …………………. such as: Hi, Lily; Thanks, Lily; or Greetings, Lily.
§ Reveal the main idea immediately but in …………………. form
4.3. BODY
§ Explain and ………………….the main idea.
§ Group ………………….idea together.
§ Use headings, bulleted lists and other high-skim techniques when
…………………..
§ Avoid wordiness but don’t sacrifice ………………….
4.4. CLOSING
§ Conclude with the following information as appropriate:
o ………………….statement with due dates or deadlines
o ………………….of the message
o Closing ………………….
§ Include full …………………. …………………. in a signature block.
Outcome 5: Benefits and risks of instant messaging and texting
5.1. BENEFITS:
§ …………………. ………………….with colleagues anywhere in the world is
possible.
§ ………………….sharing of information allows for………………….
decisions.
§ Enterprise-grade IM applications instantly connect
………………….coworkers.
§ …………………. ………………….are substituted with quiet and discreet
messaging.
§ Messaging …………………. phone tag and eliminates the downtime
associated with personal phone …………………..
§ Messaging allows coworkers to …………………. each other, even when out
of the office.
§ …………………. grows because users receive answers quickly and can
…………………..
5.2. RISKS:
§ ………………….in addition to the telephone, e-mail, and the Web
§ Potential for …………………. of privileged information when free consumergrade IM systems are used
§ Legal liability from workers’ …………………. use of mobile devices on the
job, for example when texting and driving
§ Phishing schemes, viruses, malware, and spim (IM spam)
§ Evidence in …………………., subject to discovery
§ Potentially overwhelming tracking and …………………. of messaging
§ …………………. uses such as bullying and sexting
5.3. BEST PRACTICE:
§ Follow your organization’s ………………….
§ Don’t disclose …………………. information.
§ Steer clear of harassment and discriminatory………………….
§ Don’t forward or link to …………………. photos, videos, and art.
§ Never say anything that could damage your …………………. or that of your
organization.
§ Don’t text or IM while …………………..
§ ………………….business contacts from family and friends.
§ Avoid …………………. chitchat.
§ If personal messaging is allowed at work, keep it to a ………………….
§ Make yourself …………………. when busy.
§ Keep your presence status ………………….
§ Don’t send …………………. messages if you don’t hear from coworkers
immediately.
§ Don’t use confusing jargon, …………………., and abbreviations.
§ Care about ………………….. Proofread!