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: All Employees
FROM: — Arthur Dahlquist, General Manager
DATE: June 21, 2008
SUBJECT: 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, aver 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.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,
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.
“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 (con,
Sample Subject lines
Vague: Energy Use Vague: Building Temperatures
Specific: Effectiveness of Reducing Building
- Temperatures on Weekends
Specific: Low-Cost Way to
Reduce Energy UseFormatting Memos (con)
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 DateFormatting Memos (cont,
Features of standard memos:
1. No salutation 4. Use full block format without
Omit “Dear Chris Crowell, Dear indentation.
Employees,”
5. Headings are optional.
2. No close
~- Never use a separate heading for the first
Omit “Sincerely, Cordially,” paragraph.
3. No signature or signature block ~- Each heading must cover all the information until
the next heading
6. Double-space between paragraphs
7. Triple-space before a headingWriting 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.”)
2. Arrange remaining material in descending order of importance.
3. Use a moderately formal tone.Writing Informative Memos (cont)
Date: June 3, 2008
To: All employees
Sample of
From: James Pearce, Human Resources
Informative Memo
Subject: Form for In-house Letters (memos)
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 fo 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 paragraphsWriting 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 actionSample 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, | 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
costsSample of Persuasive Memo (cont
In addition to the cost in dollars is the cost in image. Desire: Points out
Many of our employees have complained about our solution of an
lack of a recycling program for plastic containers. associated
problem
Ihave 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 ‘Action: Motivates
while improving our bottom line. If you agree, let’s by specifying
meet next week. Please call me at ext. 2356 if you savings and
have any questions. requests specific
actionWriting Persuasive Memos (cont)
Create goodwill by being respectful
Demanding: Submit your answer within one week.
Respectful: | 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 (ont)
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 | am sure you will be impressed.
Modest: The attached report contains details of the refinancing options that | hope
you will find useful.Revising Persuasive Memos
Elements for consideration:
>Tone
> Structure
>Visual appealAnalysis of a Poorly Phrased Persuasive Memo
Date: Mon, 22 September 2008
From: Susannah Beech, Human Resources Administrator
To: Metro Power Employees
Subject: Coping tactics for technical failures
‘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
oom when he couldn't get on the Intranet, and a thd employee puta fist through his computer screen
after the system failed. We try to avoid fring people, but these employees frightened co-workers, $0
we had ne choice.
‘We will do the same to anyone who screams at their computers or kicks their printers inthe future. You
‘can laugh, but its 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
{or 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 AdministratorImproved Version
Date: Mon, 22 September 2008
From: Susannah Beech
To: Metro Power Employees
Subject: Coping tactic for technical fallures
We all know the stress of racing toward a deadline and suddenly having your equipment fall. Here are a
‘ew suggestions to help you stave off—and cope with—technical equipment and systems failures when
they do occur:
+ Slay 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 wnen you leave
at night
+ For faster repair assistance, promptly report computer fallures to Bart Stone, assistant arector 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 caim and make good use of technical support hotlines and assistance,
‘Ask your supervisor for list of support numbers to keep handy. The next ime you experience a
technology glitch, you'l 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. Aneutral, non-controversial opening statement that is closely related to the
point of the message (= buffer)
2. A logical, neutral explanation of the reasons for the bad news
3. Statement of the bad news
4. Apositive closeSample 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
>ToneAnalysis of a Poorly Worded Negative Memo
Date: 28 May 2009
From: — Walt Cummings, Director of Travel and Meeting Services
To: AL Venture Traveling Executives
Subject: Travel Budget Cuts Effective Immediately
We need fo 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: Walt Cummings, Director of Travel and Meeting Services
To: AZ Venture Traveling Executives
Subject: Cutting Travel Expenses
Date: February 25, 2009
Ihave 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.)
iS)
. 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 retuming
it so that we can avoid the company surcharge on gas.
e
. Please book hotel rooms in advance to qualify for lower rates. If at all possible, consider
sharing a room with one of your co-workers.
Ifyou 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 2007
To: Allemployees
From: Julia Wake
Subject: Protecting Webcor in the Blogosphere
Our companys reputation is vital to our success. Our public image plays a key rollin our relationships with
current and potential customers, suppliers, lenders, government agencies, and community groups. in adaiion,
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 fo "spy" on anyone or discourage their conversations in the online
‘community but rather fo ensure that Webcor maintains a positive culture intemally and a positive reputation
extemally.
We also do not want to squelch legitimate and constructive criticism within the company. If you do have a
question or concern; | encourage you to speak with your immediate supervisor. If that conversation does not
yield satisfactory answers, please take advantage of our “open-door” fragition to speak with any member of
senior management.
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 (cont)
Date: 2-10-2009
To: All employees
From: — 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 2009Proofreading 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 ... norProofreading 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 (con:
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 (con)
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 (con:,
We also do not want to squelch legitimate and
constructive criticism within the company. If you do
have a question or concern; | encourage you to
speak with your immediate supervisor.
10. Use of comma vs. semicolon:
“If you do have a question or concern, | encourage you to
speak with your immediate supervisor.”
A. commaiis 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, ot, yet, so) between them.
(e.g. We are late: we need to leave immediately.)