Directory UMM :Data Elmu:ppt:

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Chapter 8

Chapter 8

Routine E-Mail

Messages and Memos

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Mary Ellen Guffey, Business Communication: Process and Product, 4e

Ch. 8, Slide 2

Characteristics of

Successful E-Mail

Messages and Memos

•

Headings:

Date,

To, From, Subject

•

Single topic

•

Conversational tone

•

Conciseness

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Ch. 8, Slide 3

The Writing Process

•

Analyze and anticipate

•

Research and compose

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Ch. 8, Slide 4

Analyze and Anticipate

•

Do I really need to write?

•

What is my purpose?

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Ch. 8, Slide 5

Research and Compose

•

Check files; collect information.

•

Study relevant documents.

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Ch. 8, Slide 6

Revise, Proofread, and

Evaluate

•

Revise for clarity.

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Ch. 8, Slide 7

Organization of Memos

•

Subject line

•

Opening

•

Body

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Ch. 8, Slide 8

Subject Line

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Ch. 8, Slide 9

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

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Ch. 8, Slide 10

Body

•

Explain and discuss the topic.

•

Use graphic highlighting to

facilitate reading, comprehension,

and retention.

•

Consider columns, headings,

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Ch. 8, Slide 11

Closing

•

Request action, including an end

date.

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Ch. 8, Slide 12

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.

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Ch. 8, Slide 13

Leave side margins of

about 1¼ inches.

DATE: Current

TO: Rob Montaine

FROM: Heidi Chan

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

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

DATE: Current

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Enclosures

1¼ inch margin 1¼ inch

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Ch. 8, Slide 14

Line up all heading words

with those following

Subject

.

DATE: Current

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Enclosures

DATE: Current

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

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Ch. 8, Slide 15

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.

• Interoffice memo stationery may be used by any employee.

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Ch. 8, Slide 16

Don’t include

complimentary close or

signature.

Enclosures Sincerely,

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Ch. 8, Slide 17

Don’t include

signature.

Enclosures Sincerely,

Enclosures

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Ch. 8, Slide 18

Don’t include

signature.

Enclosures

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Ch. 8, Slide 19

Formatting E-Mail

Messages

•

Enclose the receiver’s address in

angle brackets.

•

Include a salutation (such as

Dear

Dawn, Hi Dawn,

or

Greetings

), or

weave the receiver’s name into the

first sentence.

•

Use word-wrap rather than pressing

Enter

at line endings.

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Ch. 8, Slide 20

Formatting E-Mail

Messages

•

Write in complete sentences, and

use upper and lowercase letters.

•

Include a signature block,

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Ch. 8, Slide 21

Formatting E-Mail

Messages

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Ch. 8, Slide 22

Kinds of Memos

•

Procedure and Information Memos

•

Request and Reply Memos

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Ch. 8, Slide 23

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

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Ch. 8, Slide 24

Request and Reply

Memos

•

Memo requests for information and

action follow the direct pattern.

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Ch. 8, Slide 25

Request Memo

“Before” Version

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Ch. 8, Slide 26

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.

DATE: Current

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.

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Ch. 8, Slide 27 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.

If you have any questions, do not hesitate to call.

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.

If you have any questions, do not hesitate to call.

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Ch. 8, Slide 28

Request Memo

“After” Version

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Ch. 8, Slide 29

DATE: Current

SUBJECT: DEVELOPING STAFF E-MAIL POLICY

Please draft a policy outlining appropriate e-mail use for employees.

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.

DATE: Current

SUBJECT: DEVELOPING STAFF E-MAIL POLICY

Please draft a policy outlining appropriate e-mail use for employees.

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.

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Ch. 8, Slide 30 • E-mail messages may be monitored.

• No pictures or other attachments should be sent without valid reason.

• E-mail should not be used to discuss personnel matters.

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.

• E-mail messages may be monitored.

• No pictures or other attachments should be sent without valid reason.

• E-mail should not be used to discuss personnel matters.

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.

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Ch. 8, Slide 31

Confirmation Memos

•

Also called “to-file” reports or

“incident” reports.

•

Record oral decisions, directives,

and discussions.

•

Include names and titles of people

involved.

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Ch. 8, Slide 32

Graphic Highlighting

Techniques

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Ch. 8, Slide 33

Techniques

Activity 8.3a Activity 8.3a Enumerated List 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 5.1

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

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Ch. 8, Slide 34

Graphic Highlighting

Techniques

Activity 8.3b Activity 8.3b Bulleted List Bulleted 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

Our employee leasing program can be an efficient

management tool because we handle the following tasks for you:

• Payroll preparation • Employees’ benefits

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Ch. 8, Slide 35

Graphic Highlighting

Techniques

Activity 8.3c Activity 8.3c Enumerated List Enumerated List

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. 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.

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Ch. 8, Slide 36

The phenomenal

growth of e-mail and

use of the Internet

mean that today’s

communicators need

special skills.

Communicating in the

New World of E-Mail

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Ch. 8, Slide 37

New World of E-Mail

To succeed, you must be able to:

•

Express yourself concisely and

quickly.

•

Compose at the keyboard.

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Ch. 8, Slide 38

Communicating in the

New World of E-Mail

•

Develop confidence in using e-mail

systems.

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Ch. 8, Slide 39

Smart E-Mail Practices

•

Get the addresses right.

•

Avoid misleading subject lines.

•

Be concise.

•

Don’t send anything you wouldn’t

want published.

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Ch. 8, Slide 40

Smart E-Mail Practices

•

Care about correctness.

•

Resist humor and tongue-in-cheek

comments.

•

Use design elements to improve

readability of longer messages.

•

Consider cultural differences.

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Ch. 8, Slide 41

The Six Most Common

Mistakes in Sending

E-Mail

Mail

1. Address goofs

2. Lengthy messages or attachments

3. Misleading subject lines

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Ch. 8, Slide 42

The Six Most Common

Mistakes in Sending

E-Mail

Mail

5. Instant indiscretions (angry or

thoughtless statements)

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Ch. 8, Slide 43

End