Lecture 15

Memorandum
The word memorandum (plural: memoranda) is a Latin word, which means “something to remember” Or
“reminder” it is often shortened to ‘memo’ (plural: memos). Memo is an informal type of report. Memo
may be a note, document or other communication that helps memory by recording events or observations
on a topic, such as may be used in an organization. With this background, it might helpful to note that a
memo is also called “in house communication”.

Thus, memos are generally used for internal communication between executives and subordinates or
between the officers of the same level of an organization. It is also called as inter-office memorandum. As
they may convey important information, clarity, careful arrangement, and neatness. A memo does not
require a salutation and closing remarks. However, it is alright to initial the memo – beside the name types
at the top or at the bottom of the memo – or even sign your name at the bottom. The style and tone of
your memo should be the same, whether you are writing to your colleague or your superior. An over-
friendly memo in an informal style to the manager may be a sign of disrespect. Paragraphs, however short,
must always be numbered to make it easy to read. Memo is also used as a covering note.

15.1. Structure
A memorandum is considered the primary source of correspondence within an organization, just as a
letter is the primary corresponding document between organizations. In this way, memo is an informal
type of report, whereas a letter may be a formal report.

Some organizations have their own printed memo format and template. In case there is no printed memo
form, then you write a memo or interoffice correspondence at the center and top of the page. Your memo
must be brief and simple. If your memo is long, then it may be sent as an attachment. The information
should be directed.

15.2. Key Points

• Avoid personal statements: Focus on objectivity without personal bias, preference, or interest on
display. Avoid subjectivity. Stick to the relevant material.
• Use a professional tone: Your tone should be courteous and professional always, and it should
convey strength and confidence.
Flawed Example Better Example
This letter is to inform you that you will We appreciate your attendance at the upcoming
attend the upcoming mandatory meeting mandatory meeting.
You did not assemble the parts correctly, and The product may not work correctly if any errors
so the product is malfunctioning. occur during assembly
• Use easy to understand language: Language is always more powerful when you use active, rather
than passive verbs. For example, say “agricultural runoff worsens eutrophication” instead of
“eutrophication is worsened by agricultural runoff.”
 • Conciseness and clarity should go in line with adequate development of thought: Make your
sentences, paragraph, and overall memo as brief and as focused as possible. Get your purpose
straight before you start, then plan what you want to say and in what order. Use your memo
layout to help your reader (headings, bulleted lists, white space, as appropriate).

15.3. Purpose
The main purpose that a memorandum fulfills is that it aims to record and relay information, and to make
brief appeals. Memo is written to persuade others to take action, give feedback on an issue, or react to a
situation. However, most memos communicate basic information, such as meeting times or due dates.

In addition, memo is used to establish accountability of things and saves you hassle and time, compared
to writing a letter or a detailed, long report. A memorandum is also essential in the field of business as it
helps build good relationships between higher authority and employees. In establishments and offices,
memos are used to relay information to employees regarding events or any other changes that have been
made in the company. Memos are generally less formal than a letter. Memos are an effective way to
announce events such as office parties, death, incentives, new employees and holidays etc. Though such
activities aren’t directly work related, they do serve to unite employees and boost morale.

15.4. Elements of an Effective Memo

An effective memo:

• grabs the reader's attention

• provides information, makes a recommendation, or asks for action
• supports your position or explains benefits to reader
• mentions next steps and deadlines
When composing a memo, always consider the three stages of writing: plan what you want to say, write
a draft, revise the draft, edit and proofread it and then finally publish it.

15.5. Audience analysis

Audience analysis involves assessing the audience to make sure the information provided to them is at
the appropriate level. If you have typical audience, e.g., co-workers and colleagues, their focus will be on
the main point since they share a similar background as you. Known if talk about Separate department
they are less familiar about the issue, project or event so they provided by detailed back gourd
information. It is better to provider a context because if someone out outside the organization want to
know about the project they have some context in form of information so that they know what is going
on.

15.6. Conclusion
By following these memo examples and addressing your audience in clear, concise language, you'll be able
to effectively communicate with your coworkers in all your correspondence.
 To: All Staff
From: The Manager
Date: May 27, 2010
Subject: Inappropriate use of time on Google Doodle games
Coworkers,
It has come to my attention that many in the office have been spending time on the Google home
page microgames. This memo is a reminder to use your work hours for work.

According to a recent article, the estimated daily cost of people collectively playing these games
instead of working is over $120 million—which is calculated based on the daily average increased time
spent on the Google home page (36 seconds).

If these estimates are applied to our 600 office employees, this results in a nearly $700 weekly loss.
This is a conservative estimate considering the extensive discussions that occur about beating the
office's current high score. The extra cost quickly adds up.

Of course, we don't want you to view our organization as a place of drudgery and draconian rules. I
encourage a fun and competitive environment, and I recognize that we certainly won't be profitable if
you are unhappy or dissatisfied with your jobs. This is just a reminder to be careful with your use of
company time.

Thank you,
The Manager
Example of general office memo

15.7. Guidelines and Tips

• Clear subject line: The subject line should be very specific to the topic or purpose of the memo.
Subject lines are important to memos (as well as emails) because they have a large impact on
whether or not the recipient reads the message. A vague subject line could cause the recipient to
discard the memo (or delete the email) without reading it.
• State your purpose in the first paragraph: This is clubbed under the pre-writing stage of the
memo. In this stage, an audience analysis should be kept in mind and purpose of writing a memo
should be well-identified. Supply any relevant background information. Identify any task the
memo is related to.
• Summarize any potential objections: Convey the information and supporting details relevant to
the memo's purpose. Keep sentences tight and informative. Use bullets to list information.
• Keep paragraphs short: Keep paragraphs short and focused; one main idea per paragraph is a
good rule of thumb for easy reading.
• Use subheads between paragraph groups: In long memos, headings are a great way to divide the
material into manageable segments. They not only call attention to main topics but they let the
reader know when there is a change in topic.
• Use bulleted and numbered lists: These help in clarification and ease of reading. It is easy to
lose track in long lists separated by comas.
• Request action: With a closing, be precise on what needs to be done.
 • Be concise: Include as much information as necessary. Memos should be short and concise; try to
keep them to one page. If it is necessary to include lists, charts and graphs at the end, mention
how these attachments are important to your memo.

To: Computer Programming Division

From: Vice President Lumbergh
Date: February 19, 2016
Subject: Attaching cover sheets to TPS reports
This is to remind the division that, starting today, we are now filing all Testing Procedure Specification
(TPS) reports with new cover sheets.

The reason for this change is simple. In addition to a new format, the cover sheets provide a summary
of the report as well as the updated legal copy. The new cover sheets also include Initech's new logo.
Though this change may initially seem like a headache and an extra step, it is necessary to include the
new cover sheets due to their updated information. Failing to do so will result in a confusing and
inaccurate product delivered to our customers.

Please be sure to follow this new procedure.

Best regards,
Vice President Lumbergh
Example of departmental memo

15.8. Types of Memorandum

There are many types of memos and may roughly be categorized as either one of the following:

• Information Memo
• Problem Solving Memo
• Persuasion Memo
• Internal Memo Proposal
• Directive Memo
• Response to an Inquiry Memo
• Trip Report Memo
• Field Report/Lab Report Memo

15.8.1. Information Memo

Information memo is used to deliver or request information or assistance.

Structure:

▪ First part provides main idea.

▪ Second part expands on the details.
▪ Third part outlines the action required.
Figure 1 An information memo
15.8.2. Problem Solving Memo
This type of memo suggests a specific action to improve a situation.

Structure:

▪ First part states the problem and gets right to it.

▪ Second part analyzes the problem with details pertaining to who and what is affected by the
problem.
▪ Third part makes a recommendation. When making a recommendation, include not only the
positive details but also the drawbacks and diffuse them yourself to minimize the problem.

Reference: https://image.slidesharecdn.com/tbwritingbook-140206004733-phpapp01/95/tb-writing-book-40-638.jpg?cb=1391647668

Figure 2 Example of problem solving memo

 Reference: https://www.slideshare.net/ullery1989/problem-solution-memo
Figure 3 Another example of a problem-solving memo

15.8.3. Persuasion Memo

Persuasion memo is used to encourage the reader to cooperate in a desired action.

Structure:

• First part begins with an agreeable point

• Second part introduces the idea
• Third part states benefit to the reader
• Fourth part outlines the action required
• Final part ends with a call to action
 Figure 4 A persuasion memo
15.3.4. Internal Proposal Memo
Such a memo is used to convey suggestions to senior management.

Structure:

• First part states reason for writing

• Second part outlines present situation and states writer's proposal
• Third part describes advantage(s)
• Fourth part mentions and diffuses disadvantage(s)
• Fifth part ends with a call to action
 Figure 5 Internal proposal memo
15.3.5. Directive Memo
A directive memo states a policy or procedure you want the reader or co-worker to follow.

Structure:

• Length depends on space required for explanation. This is determined by nature of the audiences.
• The memo should begin with a clear and concise statement of purpose. Example: The purpose of
this memo is to let all members of the ABC Department know that doughnuts will be provided
every Friday morning at 9:00 AM.
• Purpose is followed by statements providing a rationale.
 To: Design Team #362
From: W.B. Working
Date: May 27, 1997
Subject: Project Schedule
As a result of yesterday's meeting, I suggest we follow the project schedule listed below. Remember,
we must submit a proposal by noon on July 2.

Sample directive memo. Reference: http://writing.colostate.edu/guides/documents/memo/pop2c.cfm

15.3.6. Response to an Inquiry Memo

The purpose of this memo is to provide the audience with desired information.

Structure:

• First part states purpose statement, which is to respond to a request.

• Second part summarizes the requested information.
• Third part has a discussion, highlighting and emphasizing the important information.
• Final part is call to action.

Remember to state the additional action to be taken to rightly address the issue.

To: Design Team #362

From: W.B. Working
Date: May 27, 1997
Subject: Project Schedule
Purpose: This memo responds to your request that the weekly meeting be moved from 9am to 10am.
Summary: This request is satisfactory as long as it is approved by management.
Discussion: Management usually has no problem with the individual time changes in meetings, as long
as meeting minutes are turned in by noon to Cathy.
Action: I have asked Cathy if she thinks this would be a problem and she said no, so all we need to do
now is get approval from Steve.
Sample response to an inquiry memo. Reference:
http://writing.colostate.edu/guides/documents/memo/pop2c.cfm

15.3.7. Trip Report Memo

In professional scenarios, a trip memo is used for a supervisor after an employee returns from a business
venture.
Structure:

• First part has statement of purposes, i.e., provides information on trip.

• Second summarizes clearly and concisely (ideally!) outline of your trip.
• Third part involves a discussion, which highlights and emphasizes important information.
• Final part includes action to be taken to rightly address the issue.

To: Design Team #362

From: W.B. Working
Date: June 27, 1997
Subject: Weekly Meeting
Purpose: This memo presents my impressions of the meeting last week at ABC organization in XYZ
country.
Summary: In general, I felt that the meeting went well and much progress was made.
Discussion: Barb and Jeff were able to make progress on the graphics and should have them finished
next week. Kyle and Sandy are on chapter 2 of the user manual.
Recommendation: Kyle will meet with Jeff to see how they want the graphics integrated into the text.
Sample trip memo. Reference: http://writing.colostate.edu/guides/documents/memo/pop2c.cfm

15.3.8. Field Report Memo

Memos are often used to report on inspection and procedures. These memos, known as field or lab
reports, include the problem, methods, results, and conclusions, but spend less time on the methods
section.

To: Dean of Journalism

From: Steve Nash
Date: June 27, 1999
Subject: Computer Lab
Purpose: This memo presents the findings of my visit to the computer lab at Clark c252.
Summary: In general, I felt that the lab needs new equipment and renovation.
Problem: The inspection was designed to determine if the present equipment was adequate to
provide graduate students with the technology needed to perform the tasks expected of them by their
professors and thesis research.
Methods: I ran a series of tasks on SPSS and WordPerfect, and recorded memory capacity and
processing time for each task.
Results: The inspection found that the hardware used to run the computers is outdated and that the
computers themselves are very slow.
Conclusions: This lab is inadequate for the everyday needs of graduate students in this department.
Recommendations: Four new computers running on windows 10 and a processing speed of at least
2.0ghz with four cores should be purchased immediately.
A field report memo. Reference: http://writing.colostate.edu/guides/documents/memo/pop2c.cfm

Structure:
Naturally, a field or report memo should begin with a purpose. This varies according to nature of work. In
the next section, a summary of the complete memo should be provided. Problem leading to the decision
to perform the procedure is discussed next followed by methods, results, conclusions and
recommendations. The details for these have already been extensively discussed.

Note: Other references used to construct this handout are following

1. http://www.kean.edu/~cpdonova/HowtoWriteaMemo2.pdf
2. https://www.scribendi.com/advice/memo_examples.en.html
3. https://www.slideshare.net/ullery1989/problem-solution-memo
4. http://blog.rescuetime.com/2010/05/24/the-tragic-cost-of-google-pac-man-4-82-million-hours/
Lecture 16
16.1. Format
A format is pre-established lay out for data and assumes the role of a pattern, plan or arrangement. This
may generally be categorized in global or outer settings and inner or local settings.

16.1.1. Outer Frame

Generally, memorandum have 1-inch margins around the page. All lines of memorandum begin from the
left side. The text begins two spaces after the subject line. The body of memo is single spaced with two
spaces between paragraphs.

16.1.1.1. Sender’s details

The sender usually signs the memo using initials, first name or complete name at the end. It is important
to keep in mind the designations and ranks of people who will be reading the memorandum. In
electronic copy of memorandum, signature or initials are not required because the sender’s name is
already visible. The memo, short for memorandum, contains the organization’s name, its logo and,
sometimes, other details.

16.1.1.2. Additional page

In case the memo exceeds one page, a header is used to develop a link between the pages by specifying
page numbering. Thus, a header may contain recipient name, page number and date as shown in Figure
1.

Figure 1 Memo header

16.1.2. Inner Frame

Text structure refers to how the information within a written text is organized.

16.1.2.1. Recipients
For informal memos, the receiver name is enough. In case there are two people with the same name
within an organization, specifying designation or department may be necessary. In formal memos, if
receiver is in another department, it is necessary to specify designation and department. In practice,
specifying full name was an integral practice but has become outdated, depending on the type of the
organization. If the memo is sent to several people, they are listed after “To”. If the recipient’s list
exceeds a dozen, then it is preferable to write their names at the end of the memo. This should be
referenced in the “To” line.

Figure 2 A sample memo. Source: Alred, G. J. Brusaw, C. T. Oliu, W. E., Handbook of Technical Writing, 10th Ed., St. Martin's
Press. p.329

16.1.2.2. Sender
The “From” section contains the name of the sender. The writer’s name and professional title come
after this heading. For informal memos, the sender’s first name usually suffices, again, but may be
necessary to add further details if there are two people with the same name. If the memo is not formal,
then you skip titles, which include Dr., Mr., Mrs., Ms. or Miss. By the way, there is a fundamental
different between the use of Ms. and Miss. Be sure to know them before hand and these vary from
country to country.

In more formal memos, the use of full name is mandatory. Some organizations may require details
regarding designation and department, as well, if this is not specified on the letter head. However,
again, if the receiver(s) is/are from another department, then details pertaining to designation and
department are usually required.

16.1.2.3. Date
Organizations use date for record-keeping and it helps with organizing past events and information.
Thus, writing up a date is mandatory. Preferably, write the month or its abbreviation to avoid confusion
between British and American date system.
16.1.2.4. Subject
A subject line is the introduction that identifies the emails intent. This subject line, displayed to the
email user or recipient, when they look at their list of messages in their inbox, it should tell the recipient
what the message is about, what the sender wants to convey.

Use the exact topic words in subject to communicate the point of memo. For example, “Changes in
Employee Medical Benefits” is more specific than “Employees Benefits Program”.

These general guidelines are usually applicable but the order of placement of these headings may vary
from organization to organization. For example, the “To” lines furnish the need for a salutation, as may
be evident from the opening, “Dear Mrs. Bernstein”.

To: Joe Campos, VP of Sales

From: Kate Chaplain, Senior Sales Associate
Date: April 5, 2013
Subject: Quarterly Review
Mr. Campos,
I’ve attached my quarterly review report to this email, but I also wanted to quickly discuss the trends
I’ve noticed in our sales data over the past few months.

We’ve sold over 10,000 new memberships over the past quarter, which is a 22% increase from Q4 of
last year. Our data analysis shows that this upswing corresponds with the creation of company pages
on various social media sites, including Facebook and Twitter, which allows more people to connect
with us virtually. In fact, over half of our new memberships were purchased from links that were
posted on our Facebook and Twitter profiles.

We’ve also had an 82% renewal rate in memberships that were set to expire in Q1. This is 16% higher
than our renewal rate in Q4, which suggests that our new program—having sales associates contact
members directly about renewing their memberships—is working even better than we had expected.
Unfortunately, we haven’t seen the same rapid growth in the purchase of family memberships. While
the number of FMs has increased by 2% over last quarter’s numbers, I believe we can get that number
even higher. I’ve listed some suggestions in my report, but I would also like to add it to the agenda for
our quarterly review meeting later this week.

Please let me know if you have any questions.

Best,
Kate Chaplain
Senior Sales Associate
Body Rock Fitness
Sample memo to boss. Source: wikihow.com
16.1.2.5. Message
The content of memo should have a concise introduction, middle paragraph for details and a brief
conclusion. Some memos are as short as one paragraph or even one sentence. Memo length is set by
purpose and audience. Unless the memo is a brief note, a well-organized memo message should contain
situation, a problem, a solution, action and politeness.

A long memo has different sub-sections. These are explained hereafter.

16.1.2.6. Summary
For longer memos, a summary is placed at the beginning of the memo. This summary should condense
the subject in five or ten lines with simple language.

16.1.2.7. Introduction
The introduction consists of memo’s purpose and scope. It may be used to ask questions or to provide

To: Customers of Chloe’s Cupcakes

From: Dan Lionel, Public Relations Liaison
Date: May 12, 2012
Subject: Publication of Nutrition Facts

Due to extensive customer feedback, we at Chloe’s Cupcakes would like to demonstrate our
commitment to making healthy choices by publishing nutrition information for all of our baked goods.
Although our stores would not be required by law to provide the nutrition facts of our products, we
agree that customers should have access to as much information as they desire before making a
purchase.

We are confident that that you, the customer, will feel better about choosing Chloe’s Cupcakes once
you are aware of these facts. We are committed to use the best locally grown ingredients in our baked
goods, and we freshly prepare all our desserts each morning. Moreover, we have a line of vegan treats
that substitute some of the highest-calorie ingredients in non-vegan goods with healthier options—
while still delivering great flavor. For those customers who are looking to splurge, we have an
exquisite selection of decadent treats too, including our famous crème brûlée macaroon sundae.

All our nutrition information will be available online, along with a list of ingredients and possible
substitutes for those with dietary restrictions. We will also provide pamphlets in stores with the same
information, to be updated periodically. As it is cumbersome to obtain accurate nutritional analyses of
handmade food products, we are unable to guarantee access to nutritional information for seasonal
flavors and promotional items.
Best,
Dan Lionel
Sample memo for customers. Source: wikihow.com

answers, and even to thank the readers. If the memo concerns refusal of a request, be sure to give out a
reason prior to a blunt no. This stems from the need to cushion unwelcoming news. In analytical
memos, your tone should be unemotional and objective. Explain what you are writing and why there is a
need for it.

16.1.2.8. Discussion
The facts of a situation need to be accurately identified and the arguments should be supported
carefully.

To: All Staff and Interns

From: Ana Lucily, Executive Assistant to the President
Date: July 15, 2012
Subject: Dishes in the Sink
It has come to our attention that there has been a pile of unwashed dishes that accumulates in the
sink by the end of each week. It has gotten so bad that washing one’s hands in the kitchen sink
becomes an uncomfortable undertaking. Therefore, we are introducing a new policy that mandates
that employees wash their dishes as soon as they are done with them, keeping the sink clear for other
uses.

If you do not have the time to wash your lunch container or coffee mug, leave it by your desk until you
are ready to wash it. Even two or three dirty plates will encourage every person thereafter to leave
their unwashed, food-stained dishes and silverware in the sink. Conversely, studies have shown that
when a sink is empty, people are more likely to wash their dishes immediately.

Thank you for your cooperation!

Best,
Ana Lucily
Sample memo to colleagues. Source: wikihow.com
16.1.2.9. Analysis
Before undergoing an analysis, you need to inform your readers the following:

● Data: What date will you be using? How did you get the data? Where was it collected from?
● Method: What is the procedure for analyzing your data?
● Assumptions: Are there some key assumptions in your analysis?

16.1.2.9.1. Scientific Analysis

The scientific analysis is a process of studying the nature of an abstract or tangle concept or determine
its essential features and its relations with its environment.

16.1.2.9.2. Significance of Data

Most analytical reports require the incorporation of data to be convincing. This encourages objectivity.
Data are usually expressed in either tables or graphs. All tables and graphs should have a title and a
numerical reference.

16.1.2.10. Conclusion
The conclusion summarizes the main points and discuss what action is required of the reader. At this
stage, you may want to mention when you expect a follow-up or why that date is important.

16.1.2.11. Writer’s Initials

A memo is completed by the writer’s initials and usually not by his/her signatures immediately after the
last sentence. The “from” line eliminates the need for a complementary close.

16.1.2.12. Distribution List

Names on the distribution list are usually typed in alphabetical or by seniority in designation.

16.1.2.13. Attachments
If you’ve attachments, you may list them at the top of the memo or at the end.

16.2. Copies
A duplicate copy of the memo should be held for the future reference.
Lecture 17
17.1. Electronic Correspondence:
• Correspondence through “Internet”, or the “Information Superhighway” is what’s called
Electronic Correspondence. The Internet is also known as “Global Information System”
and is linked together by global address/es. The internet supports communications
through IP (Internet Protocol) and provides high-level services, both public and private.

17.2. Email
According to Dictionary.com, email define as:
“A system of sending messages from one individual to another person/group via telecom
links between computers using dedicated software (Dictionary.com).”
An email is an abbreviated word for electronic mail, which is an electronic message mostly sent
over a computer or mobile device to one or more recipients. Email is most used and popular
services on Internet. And in addition, documents (audio, video, pictures, etc.) can also be
attached in email.

17.3. Categories
There are different categories of emails, which are sorted according to their objectives, listed below:

• Self-fulfilling email: You want to tell the receiver something, either a compliment or
information. No reply is necessary.
• Inquiries email: You need something from the receiver in a reply. Example: advice, or
questions answered. The reply is your desired outcome.
• Open-ended dialogue: Keeping communication lines open for improved future results
• Action email: The goal is not to reply, but some action on the part of the receiver. Examples
include a sales pitch, or asking for a website link exchange.

17.4. Advantages of emailing.

• Email can be sent to anyone anywhere by saving time and cost.
• Emails are cost-effective, quick and convenient.

17.5. Important Assumptions

This section lists useful assumption while composing a good and impressive email. Our goal is to
construct email that:

• will actually be read

• will actually be understood
• will not annoy the receiver
 • does not take up too much time on the receiver’s end

By using 7 C’s we achieve the above assumption to composing an impressive email.

17.5.1. Understanding a receiver

A receiver

• May/may not be getting a lot of emails

• May/may not be receiving a regular set of standard questions
• May/may not have free time
• Does/does not mind helping others

This has to be kept in mind while writing an email. Thus, the structure of the email should stem
from the above considerations.

17.5.2 Steps of Effective Email Writing

• Determine your desired outcome: Be explicit about the purpose of the email. For
example, if you want to be featured in a magazine, reference a particular section or a
seasonal feature like red carpet style because it helps the editor understand where your
product could be a fit.
• Jumping to the point: Emails, like traditional business letters, need to be clear and
concise. Keep your sentences short and to the point. The body of the email should be
direct and informative, and it should contain all pertinent information. Email should be
concise by using as few words as possible. If necessary, introduce who you are, provide
context if necessary, and why you are emailing.

Bad Example Good example

Subject: Revisions for Sales Report Subject: Revisions for Sales Report

Hi Jackie, Hi Jackie,
Thanks for sending that report last week. I read it
yesterday, and I feel that Chapter 2 needs more
specific information about our sales figures. I also
felt that the tone could be more formal.
Also, I wanted to let you know that I've scheduled
a meeting with the PR department for this Friday
regarding the new ad campaign. It's at 11:00 a.m.
and will be in the small conference room.
Please let me know if you can make that time.
Thanks!
Monica
Thanks for sending that report last week. I read it
yesterday, and I feel that Chapter 2 needs more
specific information about our sales figures.
I also felt that the tone could be more formal.
Could you amend it with these comments in
mind?
Thanks for your hard work on this!
Monica
(Monica then follows this up with a separate
email about the PR department meeting.)

• State the incentives and benefits of receivers rather than the sender: While drafting, an
email, the writer (sender) should keep the benefits and incentives of the reader
(receivers).
• Keep it simple: When we send out a long email asking for something from the receiver
(time, favor, etc.), we are essentially saying “I do not respect your time.” Show them you
appreciate their time, by making email short, and simple to answer.
Using as few words as possible, introduce who you are, context if necessary, and why you
are emailing.
Being brief doesn’t mean we should be boring. We can be creative with our wording, add
a dash of personality where you see fit, but still be brief.
• Stick to the facts: People tend to say too much in email. We feel compelled to describe
all the details and disclose the whole of our existence so that the receiver can understand
the whole picture. Truth is, unless you already know this person well, they really don’t
care.
Unless asked, you don’t need to overly elaborate anything. Simply stick to the facts – it’ll
help you keep your message short.
• Pretend first face to face introduction: If you just met someone new at a party, would
you open your mouth first and give them a rambling story about your life? Probably not.
Typically, we close our mouth after a quick intro. In email, stopping talking is equivalent
to hitting the send button. Treating email introductions as if you are meeting them in
person is another trick to keeping messages short.
• Pretend you are using a mobile device or tab for communication: When we are on
mobile devices like the blackberry or our cell phones, we lack the fluidity of the computer
keyboard, and as such, we get to the point fast. Now, pretend you’re on a mobile device,
what would your message be now?

• Add friendly comment (e.g., enjoying weekend): Personalize email with relevant remarks
to the receiver, put in a quick comment about their site, product or work. Address the
person by name, sign email with your own name, and a friendly comment like “Enjoy your
weekend!”
• Be authentic and realistic with conversational English: When the writing is too formal or
uses irrelevant technical lingo, it is difficult for laymen to understand. Plus, you come off
sounding like a legal document or spammer. Neither is good.
Write like you talk, using conversational English. Be authentic and realistic.
Trying to sound professional will come off as if you are trying to sound professional. Use
your real voice – it’s more endearing and approachable.
• Font size and style makes a difference: There is nothing worse than opening an email and
become blinded by the brightness elicited by all the words displaying in bold. It makes the
reader want to instantly close the email for the sake of protecting eyes!
Alternatively, fonts that are too small, too large, or otherwise hard to read (i.e.. 8 point,
times roman font, all bold) makes readers not want to read the email as well.
Beware of your fonts in your ‘presentation’. Do not bold the entire email, use easy to read
fonts (e.g., Arial), and use a standard size. Do not use extravagant colors since they don’t
work well on all monitors and can be hard to read.
• Format matters (bullets, list, short paragraphs, bold, italics): Make emails easy to read
and quick to scan by using bullet points, numbered lists, and keeping paragraphs short.
Highlight keywords (bold or italic) for emphasis, without overdoing it.
• Minimize questions (not more than 1 or 2):
Ask questions that matter, and limit the number of questions and favors you ask in an
email (one or two max). The more questions (especially open-ended ones) asked in one
 sitting, the less likely you are to get a response, and the less likely all your questions will
be answered.
Also, ask specific questions instead of a general open-ended one. Be reasonable and
thoughtful when asking. Don’t expect the recipient to solve all our life problems. For
example, “How can I get rich quick? How can I become successful?” are too broad. Break
them down into specifics and ask the one question that really matters.
You can send additional questions in separate emails. Key is in keeping the line of
communication open by not overwhelming the receiver.
If needed, ask specific (close ended questions) rather than confusing questions
• Rephrase: Trim sentences to avoid unnecessary details: Like grooming a garden, read
through the finished email and trim out words, sentences, and paragraphs that do not
contribute towards your desired result.
Check for potential ambiguities and unclear thinking. Can you rephrase sentences for
clarity using fewer words? Check for excess commentary that doesn’t add to the email’s
main point. Remove extra details disclosed, unnecessarily.

17.6. What do I need to send and receive email?

• Computer, laptop, tablet, smart phone or other internet-enabled devices
• Stable internet connection
• Email address managed by respective organization/systems

17.6.1. Popular Email Service Providers

• Gmail
• Hotmail
• Yahoo
• Juno
• Excite
17.6.2. How to make an effective email address?
• Signing up
• Adding personal information, number, address for verification.
• Selecting a Username and Password.
• Username should be professional.
Professional Non-Professional
wajid.malik@gmail.com handsome89@gmail.com
tayyaba_asghar@yahoo.com pakistani312@hotmail.com
17.6.3. An Email Sample

17.7. Audience Analysis

While composing an email, keep in mind the type and nature of audience. This leads to many
important considerations, including the selection of the topic of the email.

17.8. General Format and Tone

• An email in general has two parts: Head + Body
• Typically, one viewable screen with 60-70 characters per line
• Beyond these parameters, a reader must scroll 12-14 lines per screen
• Usually informal, due to the “conversational” nature of electronic communication
17.9. Structure of Email

17.9.1. Head
The header consists of lines beginning with a keyword followed by a colon (:), followed by
information on each line. A brief explanation of each field of the header is given below. This
header contains most of the common fields.
Identification lines include:

• To (reader's name and email address)

• Cc (Carbon Copy)
• Bcc (Blind Carbon Copy)
• Subject

The following is their breakdown:

• Received: These lines indicate the route that the email has taken and which systems
have handled it and the times that it was handled.
• Date: The date and time at which the message was sent including time zone.
• From: The sender, usually verified by email address. However, this field may be user
settable, so may not reflect the true sender. In any case, it shows the original sender of
the message.
• Sender: The sender. This is inserted by some systems if the actual sender is different from
the text in the from: field. This makes email more difficult to forge, although this too can
be set by the sender. There are other uses for a sender field. In the example above, the
sender is set to the list owner by the mailing list system. This allows error messages to be
returned to the list owner rather than the original sender of the message
• To: Whom the mail is sent to. This may be a list or an individual. However, it may bear no
relation to the person that the email is delivered to. Mail systems use a different
mechanism for determining the recipient of a message.
 • Cc: Addresses of recipients who will also receive copies.
• Bcc: Addresses of recipients who will receive the copies but not visible to everyone expect
sender.
• Subject: Subject of the message as specified by the sender. The subject line indicates the
purpose or content of the message.

17.9.2 Subject Line as Head Line

A newspaper headline has two functions: it grabs your attention, and it summarizes the
article, so that you can decide whether to read it or not. The subject line of your email
message should do the same thing.
Bad Example Good Example
Subject: Meeting Subject: Reminder of 10am Meeting Sched.
10/05 on PASS Process
A blank subject line is more likely to be overlooked or rejected as "spam," so always use a few
well-chosen words to tell the recipient what the email is about. You may want to include the
date in the subject line if your message is one of a regular series of emails, such as a weekly
project report. For a message that needs a response, you might also want to include a call to
action, such as "Please reply by November 7."
A well-written subject line like the one below delivers the most important information,
without the recipient even having to open the email. This serves as a prompt that reminds
recipients about your meeting every time they glance at their inbox.

Subject should be focused, clear and informative. Some correct subjects are given below:
• Invitation to the ABC Conference, Nov 2009
• Application for Account Manager Position #413 – Jane Smith CV
• Agenda for the meeting on Monday, 10am
• Party Invitation for John, Sally and Martin
• Updates on the building plans
• Meeting scheduled for Oct 15, Thursday @ 10am
 • Great craft ideas using recyclable materials
*Source: http://www.qgroupplc.com/?catid={C07567E5-9742-4A9F-8940-261D1E629EC5}#{4FB078D9-DD5A-4058-9FB1-B635C84261FB

Some example of weak subjects is:

• [blank]
• Hi, Hello, How are you?
• First line of the email message
• Whole Email in Subject Line (Most Common Error)
• Words to avoid: Help, Percent Off, Reminder, Free
*Source: http://www.qgroupplc.com/?catid={C07567E5-9742-4A9F-8940-261D1E629EC5}#{4FB078D9-DD5A-4058-9FB1-B635C84261FB

17.9.3. Greetings
Always open your email with a greeting line. If you are unsure about the addressee’s gender or name, use
their designation for addressing the greeting.
For Example:
• Dear Professor Madani
• Dear CEO Telenor Pvt. Ltd
• Dear Director CIIT
Incase if you are ONLY sure about the addressee’s gender and NOT their designation, then use that
information.
For Example:
• Dear Sir
• Dear Madam
Some more example of greetings is:
• Dear [name],
• Hi [name],
• Hi,
• Hello [name],
• Hello,
• To whom it may concern,
*Source: http://www.qgroupplc.com/?catid={C07567E5-9742-4A9F-8940-261D1E629EC5}#{4FB078D9-DD5A-4058-9FB1-B635C84261FB
Note: Other references used to construct this handout are following:
https://www.mindtools.com/CommSkll/EmailCommunication.htm
http://thinksimplenow.com/productivity/15-tips-for-writing-effective-email
Lecture 18
The lecture is a continuation of Lecture 17.

17.9.4. Email Structure: Opening Sentence

Opening sentence of email has basic focus on:

• Provides reasons for writing

• Responds to ongoing communication
• Develops a link between interlocutors
• Some examples are given below:
• Following our phone conversation, I am sending you…
• Attached, please find the documents you requested regarding…
• In regard to the upcoming pilot program, I have listed below the tasks and deadlines that need to be
completed.
• Further to our last discussion, I would like to bring to your attention the following issues:
• As we agreed, there will not be …
• Please reconsider our proposal for …
• In response to your job post for Marketing Director, please find below a brief overview of my skills. I
have also attached my CV for your review.

17.9.4.1. Supporting Details

Opening sentence is the body of email and the body of email will include several paragraphs. It also
provides the necessary background or supporting detail. You should limit yourself to several bullet points
or a few, short paragraphs. Only provide the minimum information needed to explain the issue or ask the
question. Ensure you provide brief explanation of the five key questions; What? When? Where? How?
Why? If you need more than a page of detail, consider attaching the detail in a Word document or set a
meeting to discuss. When the Email has a file attachment, ensure you refer to it in the message, what it
contains, and any actions needed. Be polite, professional, and respectful when presenting issues or asking
questions. Avoid sarcasm, jokes, humor, or tone that can be misinterpreted.

The Detail/Body provides the background information about the issue or needed to help answer the
question.

17.9.5. Closing Sentence

Assuming the recipient sticks with your email to the end, the way you sign off is as important as the way
you start. End your email by making clear what you would like the reader to do, but don’t do it in a
commanding way. Phrases such as “I look forward to hearing from you” or “Please let me know your
thoughts” invite a response and make it clear you would like to hear from them. But they are also casual
enough to not sound threatening. Sign off with “many thanks” or “kind regards” or something similar and
your name, including your first name. Rapport building isn’t achieved with Mr. and Ms.

Some examples of closing sentence are:

• I look forward to your reply.

• Thank you for the time you have taken to review my candidacy for the position.
• Please don’t hesitate to contact me with any questions or concerns you may have.
• Thank you, in advance, for your time.
• I await receipt of the information we discussed.
• Please forward me the exact information.
17.9.5.1 Sign Off
After closing sentence, you sign off the email by saying following:

• Sincerely,
• Thank you,
• Best Regards,
• Best,
• Thanks,
17.9.5.2 Addressor’s Information
The finishing touch to email is signature, which, in an email message, will include your contact information.

• Signature
• Name
• Title
• Company name
• Email
• Phone/Fax
• Web address
17.9.6. Attachments
If you have files that you want to share with your recipient's you can include them as attachments to the
email. Additional information may be in the form of pictures, PDF file or a document etc.

Some sample example of different emails are below:

*Source: http://www.qgroupplc.com/?catid={C07567E5-9742-4A9F-8940-261D1E629EC5}#{4FB078D9-DD5A-4058-9FB1-B635C84261FB
Figure 1 Job Cover Letter Email
 Figure 2 Job Interview Thank you Email

*Source: http://www.qgroupplc.com/?catid={C07567E5-9742-4A9F-8940-261D1E629EC5}#{4FB078D9-DD5A-4058-9FB1-B635C84261FB
17.9.7 Spamming and Flaming

A flame is an email or newsgroup message in which the writer attacks another person with uninhibited
hostility. A flame war is an exchange of flames between two or more participants. Flames can be
contagious.

Emotions have a way of generating more emotions, so it is a good idea to wait for a while before
responding to an email that looks like a flame. You may have misinterpreted the original email message.
The best way to stop a flame war is to not respond. If you are angry or upset about something, deal with
it face-to-face.

Spamming and flaming are two types of email abuse. It is important to understand what constitutes email
abuse so you do not contribute to it yourself. It is also good to know how to respond to email abuse when
it happens to you.

If you are new to the Internet, you won't see a lot of spam right away. After you have been online awhile,
you will begin to see spam from time to time. How much you get depends on how visible your own email
address is, who has collected it, who has sold it and who has bought it.

What do you do if you find you are getting spam?

There are several things you can do:

Use the delete key! This is the easiest and quickest way. It works best if you are getting only the occasional
spam message

You can use filter and folders or even shareware packages to help you direct your spam into one folder

To prevent spam, learn more about the various ways that spammers obtain email addresses. Never post
your email address on a public web page. Make sure you read all privacy agreements when you purchase
something on the web.

Spamming Flaming
 Indiscriminate sending of unsolicited email Sending extremely critical, derogatory, and
message to many internet users often vulgar email message or newsgroup
posting to other internet users or online
services
Especially prevalent on Special-interest news
groups

17.9.8 Email Etiquettes-Convention

Dos of email:
1. Use the subject line to capture your reader's attention

The value of a solid subject line is indisputable, especially since the subject line usually appears in the
electronic mailbox right next to the sender’s name. It is tempting to write cryptic little teasers in your
subject line ("Wow! Check This Out!!") to get your reader’s attention, but this is always a bad practice,
leading to the potential for your e-mail to be blocked as spam or simply trashed by the user. A much more
civilized practice is to make your subject line concrete, informative, and respectful ("Electrical Engineering
Student Requests Your Input"). Remember, too, that the subject line is part of the message’s permanent
record, and it may be used by the receiver of your message to decide where to file your message for future
use; choose the wording of your line accordingly.

2. Put the key point of your message up front and restrict the message to one topic whenever possible

If you need to write to someone about several different issues (for example, if you’re giving your boss an
update on Project X, asking him for a review meeting to discuss a pay rise, and telling him that you’ve got
a doctor’s appointment on Friday), then don’t put them all in the same email. It’s hard for people to keep
track of different email threads and conversations if topics are jumbled up.

3. Make it easy for the reader to reply yes or no or give a short answer

Even in electronic communication, the standards for good sentencing and paragraphing apply. When you
reply to direct questions that you copy into your text from an original file, quick, one-word replies might
suffice just below the questions, but otherwise you should avoid fragmentary snippets of ideas in favor of
complete sentences. Keep your paragraphs short to enhance readability, because scrolling is usually
necessary to read even a short message, and the reader tends to race through the text hurriedly.

4. Make use of white space and legible font

Use white space between words, lines, bullets and paragraphs to keep you email organized. Also, use
standardize font size for your email so the reader will easily read it.

5. Personalize by using conversational tone (contractions, pronouns)

Always be careful about how your email sounds. It may be an official email, but it should not sound too
abrupt. You shouldn't sound over-friendly either, especially if this is the first time you are corresponding
with the recipient. Moreover, don't send out an email if you're upset. Save it as a draft and re-read it when
you're calmer.

6. Respect common grammar & spelling conventions

Make sure you have no spelling errors or grammatical mistakes.

7. Proofread your message before sending it

Your mistakes won’t go unnoticed by the recipients of your email. And, depending on the recipient, you
may be judged for making them. Don’t rely on spell check and especially grammar check. Read and reread
your email a few times, preferably aloud, before sending it off.

8. Make yourself look good online because your email can be forwarded to anyone or everyone else in
the company or anywhere

9. Send messages only to people who need to read them. Respect other people's time and don't forward
junk email to them

Only use the reply-all feature for an email that really needs it. If the reply is meant for only one person,
just reply to him/her. And don't use it to reply to a sender's greetings for the festive season — you could
find yourself being blamed for starting an unnecessary email thread. Use CC: and BCC: sparingly.

10. Keep your message short and clear

Remember that the screen shows only about half of what you see on hard copy.

11. If your message is long, give a summary at the start

Get straight to the point – don’t waste time waffling. Split your email into two to four short paragraphs,
each one dealing with a single idea. Consider using bullet-points for extra clarity, perhaps if you are:

• Listing several questions for the recipient to answer

• Suggesting a number of alternative options
• Explaining the steps that you’ll be carrying out
• Put a double line break, rather than an indent (tab), between paragraphs.
12. Scan your résumé for viruses before you attach it to your e-mail
Before download the email first you can scan it so that your computer system is save from viruses.

13. Think about the message your e-mail address sends

Keep your address simple, and avoid unprofessional names like “party girl”.

14. Treat your e-mail as if you were writing a professional cover or thank-you letter on paper.

Don’t-dos of email:
1. Don't use email if the message needs to be private and secure (maybe the company has a policy on
this).
2. Don't send an email you wouldn't want anyone else to read, it's too easy to forward.
3. Don't forward a message without a brief comment why you're forwarding it.
4. Don't leave subject line blank.
5. Don't type your message in capitals. Employers may think that you are screaming. It is also difficult to
read. Capitals are SHOUTING and are rude.
6. Don't overrun emails with smiley faces or other emoticons.
7. Don't let emotions or offensive language detract you from your message.
8. Don't just rely on e-mail. E-mail can be lost. Follow-ups can often be done via the telephone or regular
mail.
9. Don't type your entire message in lower case.
10. Don’t use internet acronyms (OMG, WTH, GTG, etc.)
11. Don’t’ use all lower case (i’ll meet you in an hour) or all capitals (I’LL MEET YOU IN AN HOUR)
12. Don’t’ use slang (OMG George is such an idiot!)
13. Don’t’ use idioms (rock the boat, or that cost an arm and a leg)
14. Don’t’ write statements that speak for the entire organization, unless permission from your supervisor
has been given

Vocabulary use in email:

Politer Less Polite

Thank you Thanks
I would like to apologize for… Sorry for…
I would appreciate it if you… Can you…?
Would you happen to know…? Do you know…?
Unfortunately, I will not be able to… I can’t…
Thank you Thanks

Useful Expressions:

More Formal Less Formal

May I come in? Can I come in?
Would you mind if I leave early? I’m leaving early, you don't mind, do you?
Would you like to go outside? Why don't we go outside?

References:

https://www.e-education.psu.edu/styleforstudents/c7_p2.html

http://www.entelligence.com/10-essential-rules-writing-effective-emails/