Chapter 7

E-Mail
Messages and
Memos
 E-Mail Messages and
Memos
The Writing Structure
Process and Format

Smart E-Mail Typical E-Mail

Practices and Memos

Ch. 7, Slide
2
 The Writing Process
Do I really need to write?
Prewritin E-mail or hard copy
g memo?
Analyze Why am I writing?
Anticipate How will the reader
Adapt react?
How can I save the
readers time?
Ch. 7, Slide
3
 The Writing Process
Check files.
Collect information.
Writing Study relevant
Research documents.
Organize Make an outline.
Compose
Write a first draft.

Ch. 7, Slide
4
 The Writing Process
Revise for clarity.
Revise for
correctness.
Revising
Plan for feedback.
Edit
Proofread
Evaluate

Ch. 7, Slide
5
Characteristics of
Memos and E-mail messages have a
Memos and E-mail
number of characteristics in common:
Messages
They begin with To, From, Date, and
Subject,
They cover just one topic.
They are informal.
They are concise.

Ch. 1, Slide
6
E-Mail and Memos:
Structure
Date:
Date: and Format
To:
To:
From:
From:
Subject:
Subject:

1.Opening
2.Body
3.Closing
Ch. 7, Slide
7
E-Mail and Memos:
Subject
Date:
Date: Lines
To:
To:
From:
From:
Subject:
Subject: New
New Employee
Employee Fitness
Fitness
Center
Center

Ch. 7, Slide
8
E-Mail and Memos:
Subject
Date:
Date: Lines
To:
To:
From:
From:
Subject:
Subject: Your
Your Vacation
Vacation Request
Request
Deadline
Deadline

Ch. 7, Slide
9
E-Mail and Memos:
Subject
Date:
Date: Lines
To:
To:
From:
From:
Subject:
Subject: Sending
Sending Feasibility
Feasibility Report

The headline of your

memo.
Summarize the main
idea.
Use nouns and phrases,
Ch. 7, Slide
10
E-Mail and Memos:
Opening
Date:
Date:
To:
To:
From:
From:
Subject:
Subject:

1.Openin
g
Ch. 7, Slide
11
E-Mail and Memos:
Opening
Start directly; amplify the
main idea.
Indirect
Opening
This
This is
is to
to inform
inform you
you that
that we
we must
must
complete
complete the the annual
annual operating
operating
budgets
budgets smoothly.
smoothly. Over
Over the
the past
two
two months
months many
many supervisors
supervisors have
have
expressed
expressed concern
concern about
about their
their
departmental
departmental budget
budget needs.
needs.
Ch. 7, Slide
12
E-Mail and Memos:
Opening
Start directly; amplify the
main idea.
Direct
Opening
All
All supervisors
supervisors and
and coordinators
coordinators will
will
meet
meet June
June 30
30 at
at 10
10 a.m.
a.m. to work out
the
the annual
annual operating budgets for all
departments.
departments.

Ch. 7, Slide
13
E-Mail and Memos: Body
Date:
Date:
To:
To:
From:
From:
Subject:
Subject:

2.Body

Ch. 7, Slide
14
E-Mail and Memos: Body
Explain and discuss the topic.
Introduce relevant details or
examples.
Use graphic highlighting to
enhance reading,
comprehension, and retention.
Consider columns, headings,
numbered or bulleted lists, and
so forth.
Ch. 7, Slide
15
E-Mail and Memos:
Closing
Date:
Date:
To:
To:
From:
From:
Subject:
Subject:

3.Closin
g
Ch. 7, Slide
16
E-Mail and Memos: Closing

To end the message, you have

the following options:
Action information
Dates or deadlines
Summary of the message
Closing thought

Ch. 7, Slide
17
 Formatting
DATE:
DATE: Current
Current
Hard-Copy
2 inches from top
1blank line
TO:
TO: Dawn
Memos
Dawn Stewart,
Stewart, Manager
Manager
FROM:
FROM: Jay
Jay Murray,
Murray, Vice
Vice President
President JM
Sign your initials
SUBJECT:
SUBJECT: Telephone
Telephone Service
Service Request
Request Forms
Forms
blank lines Align items 2 spaces after Subject
To
To speed
speed telephone
telephone installation
installation and
and improve
improve service
service
within
within the
the main
main facility,
facility, we
we are
are starting
starting aa new
new
application
application procedure.
procedure.
Service
Service request
request forms
forms will
will be
be available
available at
at various
various
locations
locations within
within the
the three
three buildings.
buildings. When
When you
you require
require
telephone
telephone services,
services, pick
pick up
up aa request
request form
form at
at your
your
nearest
nearest location.
location. Fill
Fill in
in the
the pertinent
pertinent facts,
facts, obtain
obtain
approval
approval from
from your
your division
division head,
head, and
and send
send the
the form
form to
to
Brent
Brent White.
White. At least
1-inch
Please
Please call
call me
me at
at 451-0593
451-0593 ifif you
you have
have any side
any questions
questions
about
about this
this new
new procedure.
procedure. margins
Ch. 7, Slide
18
DATE:
DATE: Current
Current

BeforeIneffective
TO:
TO:
FROM:
FROM:
Kim
Kim Johnson,
Tim
Johnson, Corporate
Tim Rudolph,
Corporate Communications
Rudolph, CEOTR
CEO
Communications

Request
SUBJECT:
SUBJECT:
This
This memo
memo is
New

is written
Memo
New Policy
Policy
written to
to inform
inform you
you that
that II continue
continue to
to receive
receive
disturbing
disturbing reports
reports about
about the
the misuse
misuse of
of e-mail
e-mail by
by employees.
employees.
In
In the
the course
course of
of the
the past
past three
three months
months II have
have heard
heard of
of
defamatory
defamatory messages,
messages, and
and even
even aa basketball
basketball pool
pool that
that turned
turned
into
into aa gambling
gambling operation.
operation.
In
In view
view ofof the
the foregoing,
foregoing, II am am herewith
herewith instructing
instructing your
your office
office
that
that an
an e-mail
e-mail policy
policy for
for the
the staff
staff is
is needed.
needed. ByBy October
October 11 aa
rough
rough draft
draft ofof aa policy
policy should
should bebe forthcoming.
forthcoming. At At the
the very
very
minimum
minimum it it should
should inform
inform each
each and
and every
every employee
employee that
that e-
e-
mail
mail is
is for
for business
business only.
only. Employees
Employees must must be
be told
told that
that we
we
reserve
reserve thethe right
right toto monitor
monitor allall messages.
messages. No No pictures
pictures or
or
attachments
attachments shouldshould be be in
in the
the e-mail
e-mail system
system without
without there
there
being
being aa valid
valid reason.
reason. AndAnd wewe should
should notnot be
be using
using e-mail
e-mail to
to be
be
saying
saying anything
anything aboutabout personnel
personnel matterssuch
matterssuch as as
performance
performance reviews
reviews and and salaries.
salaries.
Ch. 7, Slide
IfIf you
you have
have any
any questions,
questions, do
do not
not hesitate
hesitate to
to call.
call. 19
Memo Revision: Critical
Thinking
1.What Questions
is the purpose
request?
of the routine

2.How effective is the subject line?

3.Is the opening direct or indirect?
4.What does the writer want the reader to
do?
5.How should the memo begin? What
should be in the body?
6.What highlighting techniques could be
used?
7.What should be included in the closing?
Ch. 7, Slide
20
DATE:
DATE: Current
Current
AfterImproved
TO:
TO: Kim
Kim Johnson,
Johnson, Corporate
Corporate Communications
Communications
FROM:
FROM: Tim
Tim Rudolph,
Rudolph, CEOTR
CEO
Request Memo
SUBJECT:
SUBJECT: Developing
Developing Staff
Staff E-Mail
E-Mail Policy
Policy

Please
Please draft
draft aa policy
policy outlining
outlining appropriate
appropriate e-mail
e-mail use
use for
for
employees.
employees.
We
We need
need aa policy
policy because
because II have
have received
received reports
reports of
of misuse
misuse
including
including defamatory
defamatory messages,
messages, downloads,
downloads, and
and even
even
gambling.
gambling. Here
Here are
are aa few
few points
points that
that the
the policy
policy should
should cover:
cover:
E-mail
E-mail is
is for
for business
business use
use only.
only.
E-mail
E-mail messages
messages maymay be
be monitored.
monitored.
No
No pictures
pictures or
or attachments
attachments should
should be
be sent
sent without
without aa
valid
valid reason.
reason.
E-mail
E-mail should
should not
not be
be used
used to
to discuss
discuss personnel
personnel matters.
matters.
Please
Please submit
submit aa draft
draft to
to me
me by
by October
October 22 because
because wewe hope
hope to to
have
have aa final
final policy
policy completed
completed byby November
November 5.5. Call
Call ifif you
you have
have
questions.
questions. Ch. 7, Slide
21
 Single-space
double-space
Formatting E- paragraphs.
Use angle bra
Mail Messages for Internet a

Dear Dawn:
Include a salu
for a friendly
To speed telephone installation and improve service within the
main facility, we are starting a new application procedure.
Service request forms will be available at various locations
within the three buildings. When you require telephone service, Write compl
pick up a request form at your nearest location. Fill in the sentences a
pertinent facts, obtain approval from your division head, and
send the form to Brent White.
upper and lo
case letters
Please call me at 451-0593 if you have any questions about this
new procedure.

Best,
Use a complim
Jay Murray, Vice President, Facilities and Operations
Phone: (245) 451-0593 Fax: (245) 451-3389
close and inclu
E-Mail: jmurray@pro.com contact inform
Ch. 7, Slide
22
 Smart E-Mail Practices
Getting Started
Consider composing off line.
Type the receivers address
correctly.
Avoid misleading subject lines.
Apply the top-of-the screen
test.
When readers open your message and look at the first
screen, will they see what is most significant? Your
subject line and first paragraph should convey yourCh. 7, Slide
Smart E-Mail Practices
Content, Tone, Correctness
Be concise.
Dont use e-mail to avoid
contact.
Care about correctness and
tone.
Dont
Resist send
humoranything
and tongue-in-
you
cheek comments.
wouldnt want
published or posted on your
office door! Ch. 7, Slide
24
Dont use e-mail to avoid
E-mail is inappropriate for breaking bad news or
for
contact.
resolving arguments.
For example, its improper to fire a person by e-
mail.
It is also not a good channel for dealing with
conflict with supervisors, subordinates, or others.
If theres any possibility of hurt feelings, pick up
Resist humor and tongue-
the telephone or pay the person a visit.
Without the nonverbal cues conveyed by your
in-cheek comment
face and your voice, humor can easily be
misunderstood.

Ch. 1, Slide
25
Smart E-Mail Practices
Netiquette
Limit any tendency to send blanket
copies.
(Send copies only to people who really need to see a
message).
Never send spam. (Illegal in US)
Consider using identifying labels,
such as ACTION, FYI, RE, URGENT.
Use uppercase only for emphasis
or titles.
Ch. 7, Slide
Announce attachments. 26
Smart E-Mail Practices
Reading and Replying to E-Mail
Scan all messages before replying.
Acknowledge receipt.
Dont automatically return the
senders message.
Revise a subject line if the topic in a
series of messages (a thread)
changes.
Provide a clear, complete first
sentence.
Ch. 7, Slide
27
Smart E-Mail Practices
Personal Use
Dont use company
computers for personal
matters unless allowed
by your organization.
Assume that all e-mail is
monitored, even when
you connect to your ISP
from work.

Ch. 7, Slide
28
Smart E-Mail Practices
Other Smart Practices
Use design to improve readability of
longer messages.
Consider cultural differences.
Double-check before hitting the Send
button.
Use instant messaging professionally
to expand your communication
channel choices.
Ch. 7, Slide
29
Top Ten Mistakes That Can
Sabotage Your Career
Responding when angry

Making address goofs

Forgetting a subject line or

failing to change it to
match thread
Not personalizing your
Skipping
messagethe salutation and
closing identification
Ch. 7, Slide
30
Top Ten Mistakes That Can
Sabotage Your Career
Including inappropriate
content
Instant indiscretions (lack of good
judgment ), off-color jokes, and
statements you will later regret
Forgetting to check for
spelling and grammar

Thinking no one else will

ever see your e-mail

Ch. 7, Slide
31
Top Ten Mistakes That Can
Sabotage Your
Copying and Career
forwarding
recklessly

Completing To line first

A slip of the fingers can send a
message before its time, and
you can never take it back.

Expecting an instant
response
Ch. 7, Slide
32
 Oops!
Sends Imessage
thought
to I deleted
Once a message is
server.
that cannot
e-mail!
sent, its distribution
be controlled.

Sender World

Retain from weeks

to years worth of
back mail Serve
r and processes
Stores
messages; a second
computer may keep
duplicates
May duplicate, print,
forward, or post the
Archives message to the Web
Receiver
Ch. 7, Slide
33
Typical E-Mail Messages
Request Messages
and
DATE:
DATE:
Memos
TO:
TO:
FROM:
FROM:
SUBJECT:
SUBJECT:

Opening
Frontload your direct request.
Body
Explain and justify your request. Use listing
techniques to improve readability.
Closing
Include end date and reason, if possible.
Express appreciation.
Ch. 7, Slide
34
Request Messages
DATE:
TO:
FROM:
SUBJECT: Request for Internship
Dear Mr. Smith,
I am a final year student at the National Institute of Technology and
interested in graphic design. My professor, Jane Doe, suggested that I
contact you.
Your company has a reputation for excellence, and your commitment to
innovative and inspiring print design is near and dear to my heart. I would
like to offer my services as an intern. I am a top student in my design
program, am maintaining a 3.8 GPA, and have received a merit
scholarship every semester since matriculating. Moreover, my current
project is about corporate branding, which I know is one of the areas you
are looking to explore. I am confident that I can be an asset to your team.
I am reachable by phone or email, but I will also follow up with your office
next Monday.
Thank you.

Sincerely, Ch. 1, Slide

35
Typical E-Mail Messages
and Memos
Response Messages

Opening
Summarize response
facts.
Body
Provide details in a readable
form.
Closing
Offer concluding remark,
summary, or further
assistance. Ch. 7, Slide
36
 Response Messages
DATE:
TO:
FROM:
SUBJECT: Enquiry regarding fire extinguishers
Dear Mr Lee
Thank you for your enquiry regarding our newly
released range of fire extinguishers.
You will see from the enclosed catalogue that the
range has been extended to include some highly
efficient portable extinguishers for use on
construction sites.
We are offering to our existing customers a 15%
discount on orders of extinguishers from this new
range.
We look forward to your increased order at Ch. 1, Slide
this
37
Typical E-Mail Messages
and Memos
Procedural
downwards)
Messages (flow
DATE:
DATE:
TO:
TO:
FROM:
FROM:
SUBJECT:
SUBJECT:
Opening
Announce the procedure.
Body
Explain its need. List numbered steps to explain the
procedure. Use command language (do this; dont
do that).
Closing
Reinforce benefits and provide source of further
information.
Ch. 7, Slide
38
Procedural Message

Ch. 1, Slide
39
Typical E-Mail Messages
and Memos
Confirmation Messages

Opening
Explain purpose for
writing.
Body
Itemize major issues or points
concisely. Include names and titles
of involved people.
Closing
Offer concluding remark,
summary, or further
assistance. Ch. 7, Slide
40
Confirmation Messages
DATE:
TO:
FROM:
SUBJECT:Appointment Confirmation
Dear Mr Anderson
I am writing to confirm your appointment with
[person or group of people] on [date] at [location]. If
you require any assistance in finding the location
please contact [me, us] on [phone number, email]. I
genuinely appreciate a prompt confirmation from
your side. Looking forward to meeting you there.
Thanks/Yours sincerely
John
Ch. 1, Slide
41
End

Ch. 7, Slide
42