Memos that Communicate
The memo can be very effective when messages are important or complex,
when they must be sent to many different people, or when a permanent record
might be needed for later reference. As a result, the memo might be the most
important document you’ll ever learn to write.
For these reasons, a good memo must be well-written. So keep in mind the
points covered so far, as we turn to the memo.
Although these materials focus on the memo, these same techniques can be
applied to crafting a business letter or preparing a formal e-mail message.
1. What is a Memo?
A memorandum (memo) is a communication written for interoffice circulation.
Together with e-mail, memos are the documents workers in modern companies
write most frequently. Because they’re often used for day-to-day, routine
matters, memos often suffer from sloppiness, disorganization and poor planning.
A. Functions of a Memo
Memos usually perform one of five important functions:
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5.
informing staff members about change
suggesting a change that should be made
documenting an agreement, action, plan, or request
requesting information
answering a request
B. Characteristics of Effective Memos
Although memos vary depending on their function, effective memos share
certain characteristics:
1. they are brief (one or two pages)
2. they are limited to one subject
3. they are informal in tone and language.
Making sure that your memos reflect these characteristics will help both you and
your reader because:
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Brief memos take less time to write and read.
A limited memo can be easily filed by subject.
A conversational tone makes your message sound natural,
friendly and routine.
Memos are short, informal documents used for internal communications. They
should be concise, focused and clearly written.
2. What Makes a Memo Effective?
Although format is important, writing a document that looks like a memo is not
the same as writing a good memo. An effective memo also needs to be:
A. Well-organized
All memos should be organized with the reader in mind. This means:
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Points should be arranged logically.
The main idea should be easy to understood after a single reading.
Use white space (margins and lines between paragraphs) to make your
memo more reader-friendly.
Use bold-faced fonts and headings to identify main ideas and to mark off
the major divisions of your memo.
Information should be arranged with the reader’s reaction in mind.
B. Concise
Provide the details you need to – don’t overdo it. If you can’t fit all of your
message into a short memo, it might be better to write a report.
C. Written in Contemporary Business English.
Memos should be written in a conversational yet professional tone. Use clear,
correct language. Be direct. Avoid archaisms.
D. Use Visual Aids
You can use visual aids such as table, graphs, charts and pictures to reinforce
your message. Visual aids are especially effective in memo reports.
To be most effective, a memo should be well-organized, concise and written in
contemporary business English. Visual aids can also add power to your memo.
3. Good and Bad News Memos
There’s more to the organization of a memo than making sure ideas flow
logically from one to another. Memos must also be organized with the reader’s
possible reaction to your message in mind. Use the direct approach if a memo
conveys good news, and the indirect plan if the news is bad.
3A. Good-News Memos
Good News Memos convey good or neutral news. Because they have nothing
to hide, they follow the Direct organizational plan. Common components of the
Good News Memo are:
A.
The Main Idea
Get to the good news quickly: put the main idea in the first or second sentence,
so your reader doesn’t miss it.
B. Necessary Details
Use the You Approach to decide what your reader needs to know to take
advantage of the good news, then organize the information so it can be grasped
in one reading.
C.
Action Step
If your reader needs to take action, say so clearly. Answer such questions as
“What do I do now? How do I do it? When should I do it?” Make the action
clear, and the steps involved easy to understand.
D.
Positive Closing
Every memo you write should end on a positive note. The difference between a
negative and a positive closing might be only a matter of how something is said.
“I wont be able to give you the second half of the report until I return from
vacation in two weeks” can be given a more positive spin with a simple rewording: “I will return to my office on November 21. You will receive the second
half of the report on that date.”
Good News Memos use the direct approach to deliver good or neutral news.
3B. Types of Good News Memos
These are some of the Good News Memos you’ll likely be called upon to write:
A. Simple Memos
Many memos contain only one or two sentences. These “simple memos” can
be used to introduce longer documents, to summarize a telephone conversation
or to send a quick message on a subject with which your reader is already
familiar. Make sure the main idea is clear – put it in the first sentence whenever
possible.
B. Writing Request or Inquiry Memos
Use the You Approach before writing to request help or information from a
colleague. Determine exactly what you need, and how difficult it will be for your
reader to give it to you. Begin your memo with the request, being precise about
what you need and when you need it. If necessary, justify your request. End by
thanking your reader in advance.
C. Memos Responding to Inquiries or Requests
Your response to inquiries or requests should be prompt and courteous. If your
answer to your reader’s request is “yes”, say so immediately. If you can’t help
your reader, then explain why and try to point the way to someone who can help.
D. Favorable Announcements
The Good News format can be used to announce changes that are likely to be
well-received. First, announce the change at the beginning of your memo and
give all the details about how it will affect your readers. Be sure to provide all
the necessary details – does the reader need to take action? If so, what is it,
and how can it be accomplished? If elements of the announcement might seem
negative, point out the long-term benefits of the change.
The Good News Memo format can be used to deliver many kinds of messages,
including simple messages, requests and responses to requests, and favorable
announcements.
3C. Bad-News Memos
Bad News Memos convey news that the reader would rather not hear. Because
they may not be well-received, Bad News memos follow the Indirect organizational
scheme. The successful Bad News memo delivers its message clearly while
maintaining the goodwill of the reader. Components of a Bad News memo include:
A.
Positive Opening
A positive opening for a bad news memo? Yes -- the positive opening serves as a
cushion for the bad news that follows.
Take care not to sound too positive,
however: don’t mislead the reader so that he or she expects good news.
B.
Reasons for Bad News
Explain the reasons behind the bad news. Give a straightforward explanation
supported by facts. Readers should be made to feel that the decision was
necessary. Explaining your news also shows consideration for your readers,
making unfavorable decisions seem less arbitrary.
C.
Statement of Bad News
The bad news should be stated clearly, but try not to put undue emphasis on it. For
example, state it in the middle of a paragraph, rather than at the beginning or in a
paragraph by itself. If the explanations you’ve offered are very clear, you may even
be able to omit the bad news statement.
D.
Constructive Suggestion
Whenever possible, offer alternatives or provide information that will help your
readers obtain their objectives. If nothing else, this will demonstrate your concern
and so build good-will.
E.
Positive Closing
Be sure to end on a positive note. Express appreciation, or tell the reader to
contact you with questions about an alternative you’ve offered.
Bad News Memos employ the Indirect Approach to deliver messages that
readers would rather not hear while maintaining professionalism and goodwill.