Chapter 7
E-Mail Messages and
Memos
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.
Ch. 7, Slide 2
Communicating in the New
World of E-Mail
To succeed, you must be able to:
• Express yourself concisely and
quickly.
Characteristics of Successful
E-Mail Messages and Memos
• Single topic
• Conversational tone
• Compose at the keyboard.
• Conciseness
• Understand e-mail ethics, courtesy,
and privacy issues.
• Graphic highlighting
Ch. 7, Slide 3
Structure of E-Mail
Messages
Ch. 7, Slide 4
Business E-Mail
• Headings, with subject line
• Salutation
• Opening
• Body
• Closing
• Signature block
Ch. 7, Slide 5
Ch. 7, Slide 6
Headings
•
•
•
•
•
To
From
Subject
Cc
Bcc (blind carbon copy)
Ch. 7, Slide 7
Salutation
• Include a salutation
– Dear Dawn, Hi All, Bob,
• Or weave the receiver’s name into
the first sentence
– Bob, we must get started…
Subject Line
• Summarize the main idea.
Subject: Budget Meeting June 3, 10 a.m.
• Avoid misleading subject lines.
• Consider using identifying labels
(FYI, ACTION, RE, URGENT)
Ch. 7, Slide 8
Opening
• Direct organization - state the main
idea immediately.
• 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.
Ch. 7, Slide 9
Body
• Explain and discuss the topic.
• Use graphic highlighting to
facilitate reading, comprehension,
and retention.
• Consider columns, headings,
enumerations, bulleted lists, and so
forth.
Ch. 7, Slide 11
Ch. 7, Slide 10
Closing
• Request action, including an end
date.
• Summarize the message or provide
a closing thought.
• Include a signature block
Ch. 7, Slide 12
Signature Block
• Include automatic signature block
which includes contact info
• Don’t include quotations in your
signature block
• Don’t use an enlarged/unusual font
for your name in the signature
block
Ch. 7, Slide 13
Composing E-Mail
• Sample formats
Ch. 7, Slide 14
Composing (con’t)
• Scan all messages first before
replying to any.
• Write in complete sentences, and
use upper and lowercase letters.
• Consider composing offline.
• Use paragraphs
• Revise the subject line if the topic
changes.
• Care about correctness.
• Acknowledge receipt.
• Be concise.
• Provide a clear, complete first
sentence.
Ch. 7, Slide 15
Ch. 7, Slide 16
Formatting E-Mail Messages
Sample emails…
Ch. 7, Slide 17
• Single-space within paragraphs and
double-space between paragraphs.
• Don’t use emoticons :)
• Don’t use all caps (IT’S SHOUTING)
• Avoid colors, unusual fonts, and
graphics
• Use word-wrap rather than pressing
Enter at line endings.
Ch. 7, Slide 18
Personal Use of E-Mail
• Don’t use company
computers for personal
matters.
• Assume that all e-mail
is monitored.
• Assume email will be
seen by anyone or
published
Ch. 7, Slide 19
Personal Use (con’t)
• Be aware incoming email may have
been “bcc’d”
• Be aware your outgoing email may
be forwarded without your
knowledge.
• Be aware that many employers
monitor or have the ability to monitor
your email.
• Treat email as public information.
Ask “What would this look like in the
newspaper?”
Ch. 7, Slide 21
Successful E-Mail Practices
• Use graphical highlighting to
improve readability of longer
messages.
• Attach files to an email message
as required to transmit
information.
• Don’t use e-mail to avoid contact.
Ch. 7, Slide 23
Personal Use (con’t)
• Remember, this document can end
up anywhere at anytime
• Email can persist for years
• Think about legal implications of
content.
• Don’t assume email will always
remain internal (subpoena, etc.)
Ch. 7, Slide 20
Personal Use (con’t)
• Avoid humor, tongue-in-cheek
comments, slang, gossip, and nonbusiness content.
• Business email is not a medium for
chit-chat with friends.
Ch. 7, Slide 22
Successful Email (con’t)
• Don’t respond hastily or angrily to a
negative incoming email. Cool off for
awhile to think about your response
• Save outgoing messages as drafts
for review and revision later
• If important, print out your response
for revision
Ch. 7, Slide 24
Successful Email (con’t)
• Set email software to do a spell
check on all outgoing mail before
sending
• Don’t cc the world unnecessarily (it
will annoy people)
• Double-check before hitting the Send
button.
The Six Most Common
Mistakes in Sending E-Mail
1. Address goofs
2. Lengthy messages or attachments
3. Misleading subject lines
4. Inappropriate content (such as
delivering bad news)
Ch. 7, Slide 25
The Six Most Common
Mistakes in Sending E-Mail
5. Instant indiscretions (angry or
thoughtless statements)
6. Reckless copying
Ch. 7, Slide 26
Handling Email
• Save important incoming email
organized in folders, I.e. – Saved Outgoing
– Saved Incoming
• Backup or archive old saved
messages
• Use message rules to automatically
delete spam
• Don’t open file attachments from
those you don’t know
Ch. 7, Slide 27
Ch. 7, Slide 28
Business Memo
Business Memos
• Used for internal correspondence
DATE:
Current
TO:
Rob Montaine
FROM:
Heidi Chan
SUBJECT: FORMATTING AND STATIONERY
FOR MEMOS
1¼ inch
margin
Welcome to Multimedia, Rob! I’m pleased to be able
to answer your questions about formatting and
stationery for memos in the organization.
Please examine the enclosed samples and call me if
you have additional questions.
Enclosures
Ch. 7, Slide 29
Ch. 7, Slide 30
1¼ inch
margin
Kinds of Memos
• Procedure and Information Memos
• Request and Reply Memos
• Confirmation Memos
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.
Ch. 7, Slide 31
Ch. 7, Slide 32
Confirmation Memos
Request and Reply Memos
• Memo requests for information and
action follow the direct pattern.
• Also called “to-file” reports or
“incident” reports.
• Memo replies are also organized
directly with the most important
information first.
• Record oral decisions, directives,
and discussions.
• Include names and titles of people
involved.
• Itemize major issues and request
confirmation from the receiver.
Ch. 7, Slide 33
Ch. 7, Slide 34
Leave side margins of
about 1¼ inches.
Formatting Hard-Copy Memos
• Leave side margins of about 1¼ inches.
• Line up all heading words with those
following Subject.
• Indent lines following bulleted or
enumerated lines.
• Use ragged line endings, not justified.
• Don’t include complimentary close or
signature.
DATE:
Current
TO:
Rob Montaine
FROM:
Heidi Chan
SUBJECT: FORMATTING AND STATIONERY
FOR MEMOS
1¼ inch
margin
Welcome to Multimedia, Rob! I’m pleased to be able
to answer your questions about formatting and
stationery for memos in the organization.
Please examine the enclosed samples and call me if
you have additional questions.
Enclosures
Ch. 7, Slide 35
Ch. 7, Slide 36
1¼ inch
margin
Line up all heading words
with those following Subject.
DATE:
Current
TO:
Rob Montaine
FROM:
Heidi Chan
SUBJECT: FORMATTING AND STATIONERY
FOR MEMOS
Indent lines following
bulleted or enumerated lines.
• 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.
Welcome to Multimedia, Rob! I’m pleased to be able
to answer your questions about formatting and
stationery for memos in the organization.
Please examine the enclosed samples and call me if
you have additional questions.
Enclosures
Ch. 7, Slide 37
Graphic Highlighting
Techniques
Ch. 7, Slide 38
Graphic Highlighting Techniques
Activity 8.6a
Enumerated List
A recent survey of car buyers revealed the electronic
options they wanted:
1. Cruise control
79.1%
2. Antilock brakes
61.1
3. Keyless entry
50.5
4. CD player
34.1
5. Trip counter
Ch. 7, Slide 39
5.1
Ch. 7, Slide 40
Graphic Highlighting Techniques
Graphic Highlighting Techniques
Activity 8.6b
Activity 8.6c
Bulleted List
Enumerated List
Our employee leasing program can be an efficient
management tool because we handle the following tasks
for you:
• Payroll preparation
• Employees’ benefits
• Worker’s compensation premiums
• State and federal reports
SAFETY TIPS FOR USING ATMs
1. Be aware of your surroundings, especially at night.
2. Use another ATM or come back later if you notice
anything suspicious.
3. Put cash away promptly; count it later.
4. At night take a friend with you.
5. Park in a well-lighted area close to the ATM.
Ch. 7, Slide 41
Ch. 7, Slide 42
Request Memo: “Before” Version
Request Memo
“Before” Version
DATE: Current
TO: Kim Johnson, Corporate Communications
FROM: Tim Rudolph, CEO
SUBJECT: NEW POLICY
This memo is written to inform you that I continue to receive
disturbing reports about the misuse of e-mail by employees.
In the course of the past three months I have heard of
defamatory messages, downloads of pornography for all the
staff to see, and even a basketball pool that turned into a
gambling operation.
Ch. 7, Slide 43
Ch. 7, Slide 44
Request Memo: “Before” Version
In view of the foregoing, I am herewith instructing your
office that an e-mail policy for the staff is needed. By
October 1 a rough draft of a policy should be forthcoming.
At the very minimum it should inform each and every
employee that e-mail is for business only. Employees must
be told that we reserve the right to monitor all messages. No
pictures should be in the e-mail system without there being a
valid reason. And we should not be using e-mail to be saying
anything about personnel matters--such as performance
reviews and salaries.
Request Memo
“After” Version
If you have any questions, do not hesitate to call.
Ch. 7, Slide 45
Ch. 7, Slide 46
Request Memo: “After” Version
Request Memo: “After” Version
DATE:
Current
• E-mail messages may be monitored.
TO:
Kim Johnson, Corporate Communications
FROM:
Tim Rudolph, CEO
• No pictures or other attachments should be sent without
valid reason.
SUBJECT: DEVELOPING STAFF E-MAIL POLICY
• E-mail should not be used to discuss personnel matters.
Please draft a policy outlining appropriate e-mail use for
employees.
Please submit a draft to me by October 1 since we hope to
have a policy completed by November 1. Call if you have
questions.
We need such a policy because I have received reports of
misuse including defamatory statements, pornography
downloads, and even gambling. Here are a few points that
the policy should cover:
• E-mail is for business only.
Ch. 7, Slide 47
Ch. 7, Slide 48
End
Ch. 7, Slide 49