Today’s Topic

The Appearance and Design of Business

Messages

1
What proportions of business correspondence do
people RECEIVE and SEND by.. Letter _____ %
Fax _____ % Memo _____ % E-mail _____ % ?
 Memos?
Q1. What are memos?
Forms of written communication within
companies-Internal communication
Q2. Are both format and content important?
Yes: so pay attention
Q3. Does a reader read it in detail or first skims
the heading and subject line?
Skims first
 Is there any salutation?
Label the Memo.
Is there any close?
Are paragraphs indented?

Is initial necessary?
 MEMORANDUM
Standard Parts of a Memo Optional Parts of a Memo

1. To 1. Reference Initials
2. From 2. Enclosures
3. File Number
3. Subject
4. Sender’s department
4. Date 5. Telephone Number
5. Message
Memo Format on plain paper
Memo format on memo letterhead
Page 2 of a Memo
 Style
Remember that you are not writing for an English class. You want
to communicate in a clear, precise fashion. Don’t try to confuse
your reader in an effort to sound knowledgeable. Simplicity is key.

Use simple, clear language. Difficult words or phrasing.

Include the important information.
Write exactly what you mean.
Use headings and break up paragraphs.
Proofread your document.
Consult a style manual for help.
Unnecessary details.
Complicated sentences.
Cramming everything into a single paragraph.
Relying on Spell Check to catch mistakes.
Refusing to ask for help.
 Fax
What is fax?
A form of digital communication.
When is it useful?
Faxes are especially useful (1)when one is sending a signed
document,(2) when a digital file of a hard-copy document is not
available and (3)when senders or recipients do not have access
to a computer.
Can you use the fax template again and again?
yes
TO: FROM:
[First Name][Last Name] [First Name][Last Name]
COMPANY: DATE:
[Company Name] 13/01/2015
FAX NUMBER: PAGE TOTAL, INCLUDING COVER:
(555) 555-5555 [Appropriate #]
PHONE NUMBER: SENDER'S REFERENCE NUMBER:
(555) 555-5554 [###]
RE: YOUR REFERENCE NUMBER:
[Phrase describing purpose of fax]
URGENT     FOR REVIEW     PLEASE
COMMENT     PLEASE REPLY     PLEASE
RECYCLE

NOTES/COMMENTS: Fax Format

Content paragraph: Additional content paragraph:
Additional content paragraph: Thank you for your time and
consideration.

Optional: Sender Address Line

Email: Agenda
•When to use email
•Effective Subject Lines
•Email Content and Style
•Format
•Signatures
•Professionalism in email- writing
When to use email?

Christian Science Monitor, May 15, 2006

When NOT to use email
If the communication will require a lot of
back-and-forth discussion or if the subject
is delicate or sensitive you should call or
speak with the person directly
If a discussion is becoming emotionally
charged, stop exchanging emails.
Speak to the person directly to clear up
any misunderstandings.
Why are the following
Ineffective subject lines?
Subject:

Hi

questions

Meeting

One more thing...........

Some thoughts
Effective subject lines have
• Clarity
• Descriptive
• Critical information
Effective subject lines
Subject: Date:

Party planning meeting rescheduled for 3pm 9:17 am

Help: I can’t find the draft for the Smith Paper 10:11 am

Reminder: peer-review articles due tomorrow (3/30) 12:44 pm

Questions about Sociology 210 project 3:02 pm

Congratulations to Jennifer for winning Nobel Prize 4:21pm

Effective subject lines
Subject: Date:

Re: Question about Smith paper (was: please help with

10:11 am
this!)

Change subject lines when necessary

Subject: Date:

Re: Re: Re: [Fwd: [Fwd: [hrfac] Reminder: Deadline for

9:17 am
Spring Semester Is Jan. 15]]

Remove extra email prefixes

 Effective subject lines
Subject: Date:

Thanks for the help today! <eom> <end of message> 9:17 am

Got your message <nm> <no message> 10:11 am

Today’s group meeting canceled <ssia> <subject says it all> 12:44 pm

 Before you start writing, ask yourself…..

Email Content

• Is this truly the correct person to

contact?
• What is my goal?
• Should this conversation be held in
person or over the phone?
Email Content
• Brevity and clarity
• Try to keep each email short
• Use paragraphs (5 sentences each)
• Is this message scannable and actionable?
Use topic sentences
• One topic per email
• Provide important dates or references
• Put each action or point on its own line
Poor Email Content
Jon,
Hey, I was just thinking about the meeting we had about the new workshop
you were planning for next week about resume-writing. I think that we may
have forgotten to include all of the students who might benefit from this
workshop. There are several groups of students at the School of Public Health
that were not on your list. Of course you may have added them to you list since
our last meeting. Sara from the School of Public Health contacted me to ask if
the students from the Epidemiology program were on our list of included
students. She also wanted a list of all of the included departments from the
School of Public Health. Can you send me a list of all of the included student
groups? I can then send the relevant information on to Sara because she needs
this information by tomorrow.

Thanks,
Rachell

Rephrase the above email into a better version.

Better Email Content
Jon,
Can you send me a list of the students included in the resume-writing
workshop by tomorrow?
We may have forgotten to include all of the students who might benefit
from this workshop. There are several groups of students at the School of
Public Health that were not on your list. Sara from the School of Public
Health contacted me to ask if the students from the Epidemiology
program were on our list. I will send her that information tomorrow after I
get the list from you.
Thanks,
Rachell
Format
• Plain-text vs HTML
Plain-text is always preferable
• Send from your official account

DON’T TYPE IN ALL-CAPS,

IT LOOKS LIKE SHOUTING
Email Signature
• Use an appropriate signature
• Brief (4-5 lines)
• Informative
provide all contact information
• Professional
do not include pictures, quotes,
animations
Professionalism
• Always spell-check before sending
• Set your email program to automatically
check before sending
• Re-read out loud email for other spelling,
grammar and punctuation errors.
Before sending think:
• Would I be comfortable having this email
posted on a public bulletin board or
forwarded on to my entire department?
• All laws governing copyright,
defamation, discrimination and other
forms of written communication also
apply to email.
Last but not least!

• Complete the “TO:” line last

• Set your email program to delay
sending
• Emails are permanent
• Emails are searchable