Writing E-mails and Memos

The message exchange

 Paper-based
 Memos

 Letters (any kind)

 E-Messages
 E-mails

 Text messages

 Instant messages
 Paper-based messages

 Business Letters
 Permanent record
 Confidentiality and sensitivity check
 Need for formalities

 Important messages – persuasion, details, persuasion

workplace.
 Interoffice memos
 Thing of the past (ANCIENT!)
 Confidential information
 Lengthy documents
 Organizational procedures and policies
 E-messages

E-Mails
 Easy broadcast Podcasts
 Easy printing, storage, and disposal.  Build customer relations
 Best for short messages  Marketing strategy
 Not good for sensitive, confidential and  Training practice
lengthy documents.
 Powerful business tool Blog
 Marketing and promotion tool
Instant Messaging  Customer relations tool
 Real-time exchange
 Quick updates and conversations
Wiki
 Shared documents
Text messaging.
 Best for easy updates and
communication
 E-mails 101: Writing awesome Subject lines

Informative subject lines are a must.

Keep a central idea.
Awesome subject lines get your e-mail read faster = quicker response time.
Things to avoid:
 One-word headings (Issue, Problem! Help! Etc.)
 The word “free” triggers spam filters
 Avoid articles (a, an, the)
Make the subject talk to the reader.
No need for a compete sentence
 E-mails 101: Opening with a bang

 Get straight to the point.

 Frontload: reveal the main idea immediately: reveal the main idea
immediately
 E-mails 101: The body

 Provides important information about the reason for writing.

 Gives a logical explanation of the subject.
 Should focus on the main idea and the subject line – not on anything
else.
 High “skim value” – easy to read and comprehend.
 E-mails: Close with a purpose

 Close in the following ways:

 Action information, dates, or deadlines;

 a summary of the message; or

 a closing thought.

 ually writing it becomes apparent. The closing is where readers

look for deadlines

 I’m glad to answer your questions or This sounds like a useful project.
 I sincerely appreciate your help or What are your ideas on this proposal?
 How would you like to proceed? Avoid closing with overused
 Please let me know if I may be of further assistance. (Over used!)
 E-mail format

 Guide Words:
 To, From, Subject, Cc, Bcc
 Greeting:
 Hi, John
 Dear Emily

 Body
 Use standard caps and lowercase characters. NO ALL UPPERCASE OR
LOWERCASE!
 Cover just one topic. Be specific
 No double spacing between paragraphs
 For attachments, use e-mails as cover letters
 Closing Lines
 Sign off with cordial expressions: Cheers, All the best, or warm regards
 Sign off with your name
 Keep a signature block (Name, Position, Contact details)
 Interoffice Memos Format

 Memo Forms and Margins

 Contain: Date, To, From, Subject (BOLD)
 Keep the following margins: 1-inch top and bottom margins; 1.25
inches left and right margins
 Keep a heading: NAME OF COMPANY + MEMO
 Keep two blank lines after heading before start of Guide Words plus
another two blank lines
 The Writing Process for Internal Messages

 Pre-Writing Phase
 Do I need to write this?

 Why am I writing?

 How will the reader react? (Will my message be forwarded?)

 How can I save my reader‟s time?

 The Writing Process for Internal Messages

 Writing Phase
 Conduct research

 Organize your information

 Compose your first draft

 The Writing Process for Internal Messages

 Revising Phase
 Clarity and conciseness

 Readability

 Proofread for correctness

 Plan for feedback

 Smart, Correct, and Professional

 Compose offline for super important e-mails

 Get the address right – is it an „l‟ or an „1‟?
 Avoid misleading subject lines
 Apply the top-of-screen test – do you see the most
important details at the very beginning? (Subject line
and first paragraph)
 Content, Tone, Correctness

 Be concise
 Don‟t send anything you don‟t want
published  Don‟t use e-mail to avoid contact
 Care about correctness
 Care about tone
 Resist humor and tongue in cheek comments
 Netiquette

 Limit sending blanket copies (reply to all)

 Consider using identifying labels
 Use capital letters only for emphasis in the subject
 Don‟t forward without permission
 Reading and Replying

 Scan all emails before replying to them individually

 Print only when necessary
 Acknowledge receipt
 Don‟t automatically return the senders
message
 Revise the subject line if the topic changes
 Provide clear and complete sentences
 Never respond when you are angry
Business Communication: Interoffice E-mails and
Memos

 Information and Procedure E-mails and Memos

 Request and Reply Messages
Writing Plan for Information and Procedure E-
mail and Memos
 Information E-Mail

 Information and procedure messages distribute

routine information, describe procedures, and
deliver instructions.
 Important: Convey your ideas clearly.
Information E-Mail
 Procedure Memo

 Must be clear and readable

 Explain what should be done (instead of what should
not be done)
 Be conscious of your tone
Procedure Memo
Procedure Memo
 Direct E-mail and Memo Requests

 If you need information or action, the direct approach

works best.
 Ask the important question first, followed by an
explanation and then another question
 Use polite command (Please answer the following
questions…)
 Introduce the question with a brief statement (Your
answer to the following questions will greatly help us…)
 In the body of the message, explain your request
 Be courteous and friendly
 Include end date (deadline) and explain why.
Direct E-mail and Memo Requests
Writing Plan for Replying to E-mails and Memos
 Replying to E-mails and Memos Requests

 Avoid overused statements

 Show cheerful compliance

 Replying to E-mails and Memos Requests

 Provide information requested directly

 Provide answers in order of the questions
 Use familiar words, active-voice verbs, and short
sentences