MEMOS AND E-MAIL MESSAGES

-Memos could be sent as hard copy or e-mail transmission

-Primary means of in-house communication
-Convey queries, comments, replies, announcements, policy statements, directions,
statistical information, clarifications, reminders, authorizations, and a host of other
routine but vital communications
-Standard forms of communication within most organizations

CHARACTERISTICS OF SUCCESSFUL E-MAIL MESSAGES AND MEMOS

1. To, From, Date, Subject Headings
E-mails and memos contain guide-word headings. Headings help readers immediately
identify the date, origin, destination, and purpose of a message

2. Single Topic
Good e-mail messages and memos generally discuss only one topic. Limiting the topic
helps the receiver act on the subject and file it appropriately.

3. Conversational Tone
The tone of e-mail messages and memos is expected to be conversational because the
communicators are usually familiar with one another

4. Conciseness
As functional forms of communication, e-mail and memos contain only what’s necessary
to convey meaning and be courteous. Often, they require less background explanation
and less attention to goodwill efforts than do letters to outsiders.

5. Graphic Highlighting
E-mail messages and memos should be designed for quick reading and comprehension.
One of the best ways to improve readability is through graphic highlighting techniques.
Spotlight important items by setting them off with
 Letters, such as (a), (b), and (c) within the text
 Numerals, such as 1, 2, and 3, listed vertically
 Bullets---asterisks, black squares, raised periods, or other figures
 Headings
 Capital letters, underscores, boldface, and italics

EXAMPLES

Without Highlighting Highlighted With Letters

Nordstram attracts upscale customers Nordstram attracts upscale
by featuring quality fashions, personalized customers by featuring (a) quality
service, and a generous return policy. fashions, (b) personalized service,
and (c) a generous return policy.
Highlighted With Bullets Highlighted With Numbers
Nordstram attracts upscale customers Nordstram advises recruiters to
By featuring the following: follow these steps in hiring applicants:
 Quality fashions 1. Examine application
 Personalized service 2. Interview applicant
 Generous return policy 3. Check references

Highlighted With Headings

Nordstram focuses on the following areas in the employment process:
 Attracting applicants. We advertise for qualified applicants in the employment
process.
 Interviewing applicants. Our specialized interviews include simulated customer
encounters as well as scrutiny by supervisors.
 Checking references. We investigate every applicant thoroughly, including
conversations with former employers and all listed references.

Writing Plan for Routine E-mail Messages and Memos

 Subject line: Summarize memo contents.

 Opening: State the main idea.
 Body: Provide background data and explain the main idea.
 Closing: Request action, summarize the message, or present a closing thought.

Writing the Subject Line

Subject line summarizes the central idea and provide quick identification. It need not be a
complete sentence, and it does not end with a period.

Effective Subject Lines

Three Promotional Items to Showcase at Our Next Trade Show
Beefing Up Our Messaging Capabilities
Staff Meeting to Discuss Summer Vacation Schedules

Ineffective Subject Lines

Trade Show
New Software
Meeting

Sample Memos

DATE: November 6, 2015

TO: All Staff Members

FROM: Pamela Brune, Manager

Human Resource Department
 SUBJECT: Recommended Options for Child-Care Benefits

We need your input. Members of your employee council and representatives from
management recommend the following four options for child-care benefits. However, your
feedback will determine the final choice.

 On-site day-care centers. This option accommodates employees’ children on the

premises. Weekly rates would be competitive with local day-care facilities. Although
this option is most costly, it is worth pursuing centers if local facilities are deficient.
 Off-site centers in conjunction with other local employees. We are looking into the
possibility of developing central facilities to be shared with nearby firms.
 Neighborhood child-care. We would contract with local centers to buy open slots
for employees’ children, perhaps at a discount.
 Sick-child services. This plan would provide employees with alternatives to missing
work when children are ill. We are investigating sick-child programs at local
hospitals, as well as services that send workers to employees’ homes to look after sick
children.

Before December 15 let your employee council representatives know how you feel about these
options. Once we have cost estimates and once we have feedback, we can make a better decision.
In January our benefits package will be negotiated.