Memoranda
Today’s Presenter
Adelheid L. J. Thieme
1976: M. A. English, French
(University of Münster, Germany)
1994: Ph. D. English Literature
(Arizona State University)
1995-present: Instructor at Arizona State University:
•
Business Writing, Writing for Professions
•
Creative Non-fiction, Composition
2000-present: editing, business writing for local non-profit organization
Today’s Topics
1.
2.
3.
4.
5.
6.
7.
8.
Defining memos
Preparing to write a memo
Formatting memos
Writing informative memos
Writing persuasive memos
Writing negative memos
Revising the message
Proofreading the message
1.
2.
3.
4.
5.
Increased productivity
Strong business relationships
Enhanced professional image
Better financial results
Higher employee satisfaction
Defining Memos
 Memos are company internal letters.
(E-mail is taking over their function.)
 Memos are more formal than e-mails, but
less formal than business letters.
 Originally used only in hard copy, they
are now often processed electronically.
 Memos vary in length.
(Short memos serve as inter- or intra-office
communication; long memos may serve as reports.)
Preparing to write a memo
 Learn your organization’s memo policy.
 Analyze the attitudes and expectations of
your audience.
-- Consider primary, secondary, tertiary etc. audiences.
-- Choose direct or indirect method.
 Know the purpose of your message.
MEMO
TO:
FROM:
DATE:
SUBJECT:
All Employees
Arthur Dahlquist, General Manager
June 21, 2008
Wide Area Telephone Service (WATS) Lines
WATS lines were installed three years ago to give all employees easier telephone
access to our customers and suppliers in other parts of the country. In fact, our
company's growth rate has increased since then, and we attribute at least part of
that growth to the new telephone system.
As sales have increased, so have our telephone bills. But, over the past few
months, those bills have been growing faster than sales. It seems that a few people
have been using the long-distance lines to make personal calls. Such misuse of the
WATS lines reduces our profits (and thus the amount available for profit sharing by
all employees), and it ties up lines that are needed for business calls.
Please do your part to keep our company profitable and healthy. If you absolutely
must make a personal long-distance call during business hours, please charge it to
your home phone. Your colleagues will appreciate your consideration.
Sample Memo
Memo
Formatting Memos
1. Company Logo/Letterhead
Most companies use letterhead.
2. “Date” line
Lines up horizontally with printed Date/To/From/Subject
3. “To” line
Use reader’s name: e.g. John. K. Klein
Define group: e.g. All employees,
Formatting Memos
(cont.)
4. “From” line
-- Writer’s initials are added in ink.
-- Instead of initialing next to “From” line, you may
sign your name below last line.
5. “Subject” line
-- Provide a subject line that describes the topic and
focus of your message
-- Be specific and accurate to aid filing and later
retrieval.
-- Capitalize all major words except articles, prepositions,
and conjunctions.
Formatting Memos
(cont.)
Sample Subject lines
Vague: Energy Use
Specific: Low-Cost Way to
Reduce Energy Use
Vague: Building
Temperatures
Specific: Effectiveness of
Reducing Building
Temperatures on
Weekends
Formatting Memos (cont.)
For memos running two or more pages, use
a heading at the top of the second and
subsequent pages.
Brief Subject Line
Date
Page Number
or
Reader’s Name
Page Number
Date
Formatting Memos
(cont.)
Features of standard memos:
1.
No salutation
Omit “Dear Chris Crowell, Dear Employees,”
2. No close
Omit “Sincerely, Cordially,”
3. No signature or signature block
Formatting Memos (cont.)
4. Use
full block format without indentation.
5. Headings are optional.
-- Never use a separate heading for the first paragraph.
-- Each heading must cover all the information until the
next heading
6. Double-space
between paragraphs
7. Triple-space before a heading
Writing Informative Memos
1. Present most important material first.
(The first sentence of the memo should explain clearly its
purpose, e.g. “The purpose of this memo is to request
authorization to travel to the Juarez branch Thursday to
meet with the other inspectors.”)
Arrange remaining material in
descending order of importance.
3. Use a moderately formal tone.
2.
Writing Informative Memos (cont.)
Date:
June 3, 2008
To:
All employees
From:
James Pearce, Human Resources
Subject: Form for In-house Letters (memos)
Sample of
Informative Memo
_______________________________________________________________
This is an illustration of our memorandum stationary. It should be
used for written communications within the organization.
Notice that the memorandum uses no form of salutation. Neither
does it have any form of complimentary close. The writer does not
need to sign the message. He or she needs to only initial after the
typed name in the heading.
Notice also that the message is single-spaced with double spacing
between paragraphs.
Writing Persuasive Memos
Structure of persuasive memos:
• Attention: Your opening introduces your topic
and encourages your audience to hear more
about your main idea.
• Interest: Your explanation presents reasons and
incites the interest of your audience.
• Desire: Your continued explanation presents
additional benefits of your idea and changes
your audience’s attitude.
• Action: Your close emphasizes benefits and
motivates your audience to take specific
action.
A
I
D
A
Sample of Persuasive Memo
In spite of our recent switch to purchasing
plastic products in bulk, our costs for the
plastic containers that we use at company
meetings are still high. In my January 5
memo, I included all the figures showing our
excessive costs.
In January, I suggested we purchase plastic
containers during winter months when
petroleum prices tend to be lower. Because
you approved that suggestion, we realized a
10 percent savings this year. A recycling
program offered by the city could easily
lead to additional savings.
Attention:
Attracts
reader’s
attention to
problem
Interest:
Highlights
ways of
reducing costs
Sample of Persuasive Memo (Cont.)
In addition to the cost in dollars is the cost in
image. Many of our employees have
complained about our lack of a recycling
program for plastic containers.
I have attached a detailed report of the costs
involved. Our net savings in the first year
should run about $500. The recycling plan will
help build our public image while improving
our bottom line. If you agree, let’s meet next
week. Please call me at ext. 2356 if you have
any questions.
Desire: Points out
solution of an
associated
problem
Action:
Motivates by
specifying
savings and
requests
specific
action
Writing Persuasive Memos (cont.)
Create goodwill by being respectful
Demanding: Submit your answer within one week.
Respectful: I would appreciate your answer within one
week.
Show “you” attitude by being positive and tactful
Negative:
Your complaint about our fees is way off target. They are
definitely not higher than those of our competitors.
Tactful:
Thank you for your suggestion concerning our fees. We
believe, however, that our fees are competitive, and in some
cases below, those of our competitors.
Writing Persuasive Memos (cont.)
Emphasize reader’s needs and benefits
Weak: We must receive the sales receipt before we can
process the refund.
Improved: Please mail or fax the receipt so that we can
process your refund.
Use modest tone
Arrogant: My attached report is very thorough, and I am
sure you will be impressed.
Modest: The attached report contains details of the
refinancing options that I hope you will find
useful.
Revising Persuasive Memos
Elements for consideration:
 Tone
 Structure
 Visual appeal
Analysis of a Poorly Phrased Persuasive Memo
Date:
From:
To:
Subject:
Mon, 22 September 2008
Susannah Beech, Human Resources Administrator
Metro Power Employees
Coping tactics for technical failures
This is a reminder that computer problems should be reported to Bart Stone immediately, and the
violent tempers in the workplace cannot be tolerated.
Recently, three Metro employees were fired because of violent outbursts after an equipment failure.
One woman was kicking her printer and screaming obscenities. A man threw his keyboard across the
room when he couldn’t get on the Intranet, and a third employee put a fist through his computer screen
after the system failed. We try to avoid firing people, but these employees frightened co-workers, so
we had no choice.
We will do the same to anyone who screams at their computers or kicks their printers in the future. You
can laugh, but it’s not funny. This is akin to workplace terrorism.
Computers should be turned off at night, cleaned with cleaning cloths, and food and drink products
avoided. There are many ways to combat rising tempers. Walks around the building are a good tactic
for calming down.
Technology glitches are not some unholy terror. They are commonplace. Let’s behave like adults in the
future, shall we?
Susannah Beech, Human Resources Administrator
Improved Version
Date:
From:
To:
Subject:
Mon, 22 September 2008
Susannah Beech
Metro Power Employees
Coping tactics for technical failures
We all know the stress of racing toward a deadline and suddenly having your equipment fail. Here are a
few suggestions to help you stave off—and cope with—technical equipment and systems failures when
they do occur:
• Stay cool. Tech failures are commonplace in business; your bosses and co-workers will understand.
• Practice preventive maintenance. Use cleaning cloths and sprays regularly, keep liquids and foods
away from sensitive keyboards and printers, and make sure systems are shut down when you leave
at night.
• For faster repair assistance, promptly report computer failures to Bart Stone, assistant director of
information services, ext. 2238.
The last suggestion is perhaps the most important to keep your career on track. Lost tempers, violent
outbursts, and rude language are threatening to co-workers, and could result in reprimands or other
disciplinary action. So stay calm and make good use of technical support hotlines and assistance.
Ask your supervisor for a list of support numbers to keep handy. The next time you experience a
technology glitch, you’ll be able to handle it as just another aspect of your business routine.
Susannah Beech, Human Resources Administrator
Writing Negative Memos
General pattern of a negative memo:
1.
2.
3.
4.
A neutral, non-controversial opening statement that is
closely related to the point of the message (= buffer)
A logical, neutral explanation of the reasons for the
bad news
Statement of the bad news
A positive close
Sample of Negative Memo
Date:
March 17, 2009
To:
Financial Records Department Employees
From:
Gerald Payne, Director of Financial Records Department
Subject: Student Requests for Quarterly Reports
We at Quality Corporation have recently been approached by college
business students who would like to conduct research on companies such
as ours. Their project sounds interesting, and we certainly wish we could
participate.
However, our board requires strict confidentiality of all sales information
until quarterly reports are mailed to stockholders. We release press reports
at the same time the quarterly reports go out, and we certainly would not
mind including the students in our future mailings.
Although we cannot release projected figures, we are more than willing to
share information that is part of the public record. We also value the
interest that business students take in our company.
Revising Negative Messages
Elements for consideration:
 Audience awareness
 Organization
 Content
 Tone
Analysis of a Poorly Worded Negative Memo
Date:
28 May 2009
From:
Walt Cummings, Director of Travel and Meeting Services
To:
AZ Venture Traveling Executives
Subject: Travel Budget Cuts Effective Immediately
We need to start making some budget cuts in our travel expenditures.
These include staying in cheaper hotels, arranging flights for cheaper
times, and renting more reasonable cars.
The company needs to cut travel expenses by 25 percent. This means
you’ll no longer stay in fancy hotels and make last minute, costly
changes to your travel plans.
Never return a rental car with an empty tank! That causes the rental
agency to charge us a premium price for the gas they sell when they fill
it up upon your return.
You’ll be expected to make these changes in your travel habits
immediately. Travel allowances will reflect the 25% reduction. In the
future, any expenses beyond the allowance will come out of your own
pockets.
Improved version
From:
To:
Subject:
Date:
Walt Cummings, Director of Travel and Meeting Services
AZ Venture Traveling Executives
Cutting Travel Expenses
February 25, 2009
I have received positive feed-back from all of you regarding your
attendance at conventions and trade shows. As we all know and
understand, they are a vital part to this company’s growth and
success. However, after analyzi
our travel expenses, it has come
to my attention that we can and have to curb our expenditures.
Listed below are a few ways that this goal can be easily achieved:
1. Travel and airfare are huge expenses. Please book flights no less
than three weeks prior to the event. You may also consider
taking advantage of Southwest’s “ding” or other discounted
tickets.
Improved version (cont.)
2. When renting a car, remember that carpooling and renting
fuel-friendly economy cars will save lots of money. As you all
know, the price of gas is a major factor in travel expenses, so
cutting down on gas usage is vital. Also take the time to refuel
the vehicle before returning it so that we can avoid the
company surcharge on gas.
3. Please book hotel rooms in advance to qualify for lower rates. If
at all possible, consider sharing a room with one of your coworkers.
If you apply these money saving tactics to your travel plans, travel
expenses can be cut by 25%. In the future, any money spent
above the allowed amount will be your personal responsibility. If
you have any questions or comments, please feel free to
contact me. Thank you for your understanding and
cooperation.
Proofreading the message
Watch for
• Spelling
• Grammar
• Punctuation
Try to find the 10 errors in the following
message:
Proofread
Date:
February 26 2009
To:
All employees
From:
Julia Wake
Subject: Protecting Webcor in the Blogosphere
Our companys reputation is vital to our success. Our public image plays a key roll in our
relationships with current and potential customers, suppliers, lenders, government agencies,
and community groups. In addition, our strategic plans, financial plans, and other
confidential information need to be protected for not only legal but competitive reasons as
well. These two factors, along with the need to ensure that company networks are not used
to transmit inappropriate materials, lead to the company’s decision to begin monitoring
employee e-mail messages in 2002 and instant messages in 2004.
Trying to protect the company’s important resources, monitoring of employee blogs will begin
on April 1. As with e-mail and IM, the intent here is not to “spy” on anyone or discourage their
conversations in the online community but rather to ensure that Webcor maintains a positive
culture internally and a positive reputation externally.
We also do not want to squelch legitimate and constructive criticism within the company. If
you do have a question or concern; I encourage you to speak with your immediate
supervisor. If that conversation does not yield satisfactory answers, please take advantage of
our “open-door” tradition to speak with any member of senior management.
If you have any questions about the blog monitoring effort, please fell free to e-mail me or
call me at extension 254.
Proofreading the message
Date:
2-10-2009
To:
All employees
From:
(cont.)
Julia Wake
Subject: Protecting Webcor in the Blogosphere
1. In dates, use figures for the day and year, but spell
out the month (especially in international
communication).
U.S. usage: February 10, 2009
Military and European usage: 10 February 2009
Proofreading the message
(cont.)
Our companys reputation is vital to our success.
2. company’s (Note the possessive case)
Use of apostrophe for possession:
Singular noun: my company’s policies (noun +
apostrophe + s)
Regular plural noun: my neighbors’ houses (noun + s +
apostrophe)
Irregular plural noun: the women’s dresses, the men’s
conference, the children’s toys (noun + apostrophe + s)
Proofreading the message
(cont.)
Our public image plays a key roll in our relationships
with current and potential customers, suppliers,
lenders, government agencies, and community
groups.
3. a key role
role = proper or customary function
roll = object rolled up in cylindrical form (noun)
Proofreading the message
(cont.)
In addition, our strategic plans, financial plans, and
other confidential information need to be protected
for not only legal but competitive reasons as well.
4. not only … but also
In addition, … need to be protected for not only
legal but also competitive reasons.
Note similar expressions:
both … and; on the one hand … on the other
hand; either … or; neither … nor
Proofreading the message
(cont.)
These two factors along with the need to ensure
that company networks are not used to transmit
inappropriate materials lead to the company’s
decision to begin monitoring employee e-mail
messages in 2002 and instant messages in 2004.
5. These two factors, along with the need to
ensure that company networks are not used to
transmit inappropriate materials, …
(Inserted phrases that provide additional
information need a comma on either side.)
6. led (“led” is past tense of the verb “lead”)
Proofreading the message
(cont.)
Trying to protect the company’s important resources,
monitoring of employee blogs will begin on April 1.
8. Rephrase:
Trying to protect the company’s resources, we will
also begin monitoring of employee blogs on April
1.
or
In the same spirit of protecting the company’s
important resources, we will begin monitoring
employee blogs on April 1.
(Dangling modifier: “monitoring” cannot be
“trying” to do something.)
Proofreading the message
(cont.)
As with e-mail and IM, the intent here is not to “spy”
on anyone or discourage their conversations in the
online community but rather to ensure that Webcor
maintains a positive culture internally and a positive
reputation externally.
9. Pronoun agreement:
As with e-mail and IM, the intent is not to “spy” on
employees or discourage their conversations …
Proofreading the message
(cont.)
We also do not want to squelch legitimate and
constructive criticism within the company. If you do
have a question or concern; I encourage you to
speak with your immediate supervisor.
10. Use of comma vs. semicolon:
“If you do have a question or concern, I encourage you to
speak with your immediate supervisor.”
A comma is used to separate a subordinate clause from the
following main (= independent) clause.
A semicolon typically separates two independent clauses that
are closely related in meaning if there is no conjunction (for,
and, nor, but, or, yet, so) between them.
(e.g. We are late; we need to leave immediately.)
To:
Steve McArthur, Jay Rosen
Date:
July 24, 2009
From:
Jim Barnard JB
Subject: Proofreading Letter Announcing Partnership
Here is my draft for a letter to announce are new partnership
to clients. Please indicate changes on this memo and return
it to my mailbox. Thanks.
Dear <<first name>>,
After 30 years at Madison & Cowden I have decided to join
with two other advisors and create a Partnership. Our
combined experience gives you the benefit of over half a
century of knowledge and three sets of eyes watching your
investments.
My new partners, Steve McArthur and Jay Rosen both have
25 years of experience as Advisors and are focused in the
same areas that I have focused on with you for many years.
Steve’s experience includes working as a Branch Manager
in Orange County and Jay was a Complex Manager
running much of of Orange County as well as all of Riverside
County at UBS Financial Services. They both hold degrees in
economics from the University of Southern California. We all
believe in the same time tested principals of building solid
stocks and bonds in quality enterprises.
We look forward to continuing to serve you here at Madison
& Cowden in the years’ ahead. Steve and Jay will be
making contact to introduce them selves to you over the
coming weeks.
<< my signature>>
Characteristics of
Effective Memos
Civilized:
use courtesy and tact
Concise:
condense information
Coherent:
use clear and logical structure
Compelling:
Correct:
use persuasive diction
follow conventions of quality writing