Business Email/Memo

Email
• For both internal and external
communication

Memo
• Hardcopy: For internal communication
only.

Neither emails nor memos generally deliver

bad news.
 Common Types of Emails/Memos
• Request: request information or action
– usually downward communication within a company
• Reply to request: respond to request emails
– usually upward communication within a company
• Information/procedure: distribute information, describe
procedures
– both upward and downward communication within a company
• Confirmation: record oral decisions, request confirmation from
email receiver
– common for external communication with clients --- written record
key as traceable, verifiable evidence
 Emails: Structure and Format
Emails Need Complimentary Greeting and Signature

Formal Greeting: Semi-Formal Greeting:

Dear Ms. Smith: - Dear Dawn:
- Dawn:
Formal Signature:
Semi-Formal Signature:
Sincerely,
- Dale (first name only)
Dale Brown, Job
- Regards, + Name
Description
- Best wishes, + Name
OR
- Thanks. (to show
Email-generated appreciation) + Name
signature
 Hard Copy Memo: Formatting
Authors initial their names
handwritten
Line up Titles or
all DATE: Current depart-
heading TO: Rob Montaine, Co-op Student ments for
words memos to
FROM: Heidi Chan, Administrative Assistant HC superiors,
with
those SUBJECT: FORMATTING AND STATIONERY or if
following FOR MEMOS everyone
Subject Welcome to Multimedia, Rob. I’m pleased to be able to on the list
answer your questions about formatting and stationery does not
for memos in the organization. know each
Please examine the enclosed samples and call me if other
you have additional questions.
Enclosures

The memo has NO complimentary greeting and signature.

Handwritten initials replace the signature.
Emails/Memos: Structure and Format
Date:
To:
From:
Subject: Subject Line
1. Opening
2. Body
3. Closing
Copyright © 2010 Nelson Education Ltd. Ch. 8, Slide 6
Emails/Memos: Subject Lines
Date:
To:
From:
Subject: Sending Feasibility Report
The headline of your email.
 Summarize email purpose.
 Use nouns and phrases, not complete
sentences.
 Avoid empty, spam-style, misleading words
(Help! Problem! Free)
Ltd.
Ch. 8, Slide 7
 Emails: Opening
Start directly: Be succinct, state purpose

Direct Opening
Ex: All supervisors and coordinators will
meet June 30 at 10 a.m. to work out the
annual operating budgets for all departments.
Ex: As you requested, I am providing
information on….

Copyright © 2010 Nelson Education Ltd. Ch. 8, Slide 8

 Emails: Body
 Introduce relevant details or examples.
 Use short paragraphs.
 Use graphic highlighting to enhance
reading, comprehension, and retention
 Examples of graphic highlighting:
bulleted/numbered lists, underlining/bolding
for headings, italics, sufficient white space on
the page.

Ltd. Ch. 8, Slide 9

 Graphic Highlighting
Paragraph Version: Low degree of readability
Effective immediately are the following air travel
guidelines. Between now and December 31, only account
executives may take company-approved trips. These
individuals will be allowed to take a maximum of two trips,
and they are to travel economy or budget class only.

Graphic Highlighted Version: High degree of readability

Effective immediately are the following air travel
guidelines:
• Employees approved: account executives only
• Number of trips: maximum of two
• Timeline: between now and December 31
• Air class: economy or budget
 Email Closing
Following options, depending on email purpose:
 Request action
 Provide dates or deadlines
 Summarize the message (esp. for long
messages)
 Avoid clichés such as “Thank you for your
cooperation.” or “Don’t hesitate to call.”
 Revised: Please call our Department at 519-999-
9999 between the times of 8 a.m. and 5 p.m. with
any questions.

Ltd. Ch. 8, Slide 11

• See sample memo and email on FOL
Content --- will help you format and write
your emails in upcoming assignments
Smart Email Practices: Netiquette
True or False?
• In today’s modern workplace, full of stress
and tension, using humour in e-mails can be
an excellent way to encourage your
coworkers.
Smart Email Practices: Netiquette
True or False?
• Keep humour out of professional, formal
communication: may communicate that
you’re not serious, may backfire (cultural,
religious, social, gender discrimination or
insults)
Smart Email Practices: Netiquette
True or False?
• Since it is understood that everyone sends
and receives a large volume of e-mail
messages, proofreading for content or
correctness isn’t particularly important.
Smart Email Practices: Netiquette
True or False?
Error-riddled communication leads to
a)miscommunication (don’t trust spellcheck
and autocorrect)
b)an image that portrays you as insufficiently
professional, capable, educated, serious
Smart Email Practices: Netiquette
True or False?
• When responding to an e-mail message sent
to a large group of people, you should
usually click on “Reply” instead of “Reply
All.”
Smart Email Practices: Netiquette
• When responding to an e-mail message sent
to a large group of people, you should
usually click on “Reply” instead of “Reply
All.”
• It all depends on the nature of the email, so
read the email closely.
 Smart Email Practices: Netiquette
 Don’t use uppercase (other than in subject line) or exclamation
points.
 Announce attachments.
 Seek permission before forwarding.
 Never respond when angry.
 Avoid inappropriate content (indiscretions, humour, tongue-in-
cheek comments)
 Use appropriate tone.
 Care about correctness (spelling, sentence structure, grammar).
 Don’t use jargon write (4U, CU, ?4U, etc.) and emoticons (,
, etc.)
 Double-check before hitting the Send button.