CHAPTER 5

Electronic
Messages and
Memorandums

Instructor Only Version

© 2010 Thomson South-Western
Applying the Writing Process
Phase 1 Phase 2 Phase 3
• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation

 Do I really need to write?

 What communication channel is best?
 Why am I writing?
 How will the reader react?
 How can I save my reader’s time?
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 2
Applying the Writing Process

© ISTOCKPHOTO.COM / JACOB WACKENHAUSEN

Phase 1 Phase 2 Phase 3

• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 3
 Phase 1 Phase 2 Phase 3
• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation

 Check files, gather documentation.

 Outline or list points to cover.
 Compose first draft; expect to revise.

MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e Chapter 5,
1, Slide 4
 Phase 1 Phase 2 Phase 3
• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation

 Revise for clarity and conciseness.

 Proofread for correctness.
 Plan for feedback.

MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e Chapter 5,
1, Slide 5
 How Organizations Exchange
Written Messages

Paper-based Electronic
messages messages
• Business letters • E-mail
• Interoffice • Instant messaging
memos • Text messaging
• Podcasts
• Blogs
• Wikis

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 6

Components of E-Mail and Memos

 Subject Line

© GEORGE FREY / BLOOMBERG NEWS / LANDOV

 Opening
 Body
 Closing

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 7

Components of E-Mail and Memos

 Subject Line
 Summarize message clearly and
concisely.
 Avoid meaningless one-word headings,
such as "Help" or "Urgent."
 Opening
 Frontload main idea immediately.
 Avoid reviewing background.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 8

Components of E-Mail and Memos

 Body
 Organize information and explanations
logically.
 Cover just one topic.
 Use numbered and bulleted lists.
 Consider adding headings for visual
impact.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 9

Components of E-Mail and Memos

 Closing options
 End with action information, dates, and
deadlines.
 Summarize the message.
 Provide a closing thought.
 Avoid overused expressions.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 10

 Formatting E-Mail Messages

Guide Words
Consider keying receiver’s full name with
angle brackets.
To: Ann Jones<ajones@peach.com>
From: Entered automatically
Subject: Meaningful topic summary
Cc: Receiver of copy
Attached:
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 11
 Formatting E-Mail Messages

Salutation options
 No salutation
 Ann, Dear Ann:, Hi, or Good
morning!
 Include name
in first line
“Thanks, Ann, for
your help . . .”
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 12
 Formatting E-Mail Messages

Body
 Cover just one topic.
 Use uppercase and lowercase letters.
 Use short line length if message might be
forwarded.

Closing
 Consider a complimentary closing such as Best
or Cheers.
 Include your name and full contact identification–
especially for messages to outsiders.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 13
 Formatting Hard-Copy Memos

Guide Words
Double-space DATE, TO,
FROM, SUBJECT.

Align all words after the colon

following “Subject.”

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 14

 Formatting Hard-Copy Memos

Top and Bottom Margins

 On plain paper set 1-inch top and bottom
margins.
 If desired, type the company name 1 inch
from the top.
 A double-space below the company name,
type heading “Memo” or “Memorandum.”

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 15

 Formatting Hard-Copy Memos

Side Margins and Spacing

 Set left and right margins of 1.25 inches.
 Single-space the body.

Click icon
for a sample Adobe Acrobat
document: Document

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 16

 Formatting E-Mail Messages

Adobe Acrobat
Open e-mail Document

by clicking
icon at right.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 17

 Single-space body;
Formatting E-Mail Messages double-space between
paragraphs.

Use angle brackets

for Internet addresses

Dear Dawn: Include a salutation

for a friendly tone.
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,
pick up a request form at your nearest location. Fill in the
Write complete
sentences and use
pertinent facts, obtain approval from your division head, and upper and lower-
send the form to Brent White. case letters.
Please call me at 451-0593 if you have any questions about this
new procedure.
Best,
Jay Murray, Vice President, Facilities and Operations Use a complimentary
Phone: (245) 451-0593 ● Fax: (245) 451-3389 close and include your
E-Mail: jmurray@pro.com contact information.

MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e Chapter 5,
1, Slide 18
 Model E-Mail Message

To: Matt Ferranto mferranto@qualcom.com

From: Brooke Johnson bejohnson@qualcom.com
Subject: Supervising Two Assigned Interns
Cc:
Attached:

Matt:
Two interns will work in your department from September 20
through November 30. As part of their supervision, you should
do the following:

Develop a work plan describing their duties.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 19

 Model E-Mail Message


Supervise their work to ensure positive results.

Assess their professionalism in completing all assigned work.
Please examine the packet we are sending you. It contains
forms and additional information about the two students
assigned to your department. Call me at Ext. 248 if you have
questions.
Best,

Brooke

Brooke Johnson
Human Resources & Development
E-mail: bjohnson@telecom.com
Phone: (425) 896-3420
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 20
 Using E-Mail Smartly, Safely,
and Professionally

 Getting Started
 Content, Tone, Correctness
 Netiquette
 Reading and Replying
 Personal Use
 Other Smart Practices

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 21

 Using E-Mail Smartly, Safely,
and Professionally
Getting Started
 Consider composing off
line.
 Type the receiver’s
address correctly.
 Avoid misleading subject
lines.
 Apply the top-of-the-
screen test.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 22

 Using E-Mail Smartly, Safely,
and Professionally
Content, Tone, Correctness
 Be concise.
 Don’t send anything you wouldn’t want
published.
 Don’t use e-mail to avoid contact.
 Care about correctness and tone.
 Resist humor and rage.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 23

 Using E-Mail Smartly, Safely,
and Professionally
Netiquette
 Limit any tendency to send blanket copies.
 Never send “spam.”
 Consider using identifying labels, such as
ACTION, FYI, RE, URGENT.
 Use capital letters only for emphasis or for
publication titles.
 Seek permission before forwarding and
beware of long threads.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 24
 Using E-Mail Smartly, Safely,
and Professionally
Reading and Replying
 Scan all messages before replying.
 Print only when necessary.
 Acknowledge receipt.
 Don’t automatically return the sender’s
message.
 Revise the subject line if the topic changes.
 Provide a clear, complete first sentence.
 Never respond when you are angry.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 25
 Using E-Mail Smartly, Safely,
and Professionally

 Don’t use company

computers for
personal matters
unless allowed by
your organization.
 Assume that all
e-mail is monitored.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 26

 Using E-Mail Smartly, Safely,
and Professionally
Other Smart Practices
 Use design to improve readability of
longer messages.
 Consider cultural differences.
 Double-check before hitting the Send
button.

© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 27

 Best Practices for Using Instant
Messaging Professionally
 Learn about your
organization’s IM policies.
Are you allowed to use
IM?
 Make yourself unavailable
when you need to
complete a project or meet
a deadline.
 Organize your contact list
to separate business
contacts from family and
friends.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 28
 Best Practices for Using Instant
Messaging Professionally
 Don’t send anything
confidential or sensitive.
 Be aware that instant
messages can be saved.
Be careful about what you
write.
 Keep personal messaging
to a minimum.
 Show patience by not
blasting multiple messages
to coworkers if a response
is not immediate.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 29

 Best Practices for Using Instant
Messaging Professionally
 Keep your presence status
up-to-date.
 Beware of jargon, slang,
and abbreviations, which
may be confusing and
unprofessional.
 Respect your receivers by
using good grammar,
proper spelling, and
careful proofreading.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 30

 Writing Plan for Information and
Procedure E-Mail Messages and Memos

Subject • Summarize the message

line content.

Expand the subject line by stating

Opening the main idea concisely in a full
sentence.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 31

 Writing Plan for Information and
Procedure E-Mail Messages and Memos

Provide background data and

explain the main idea. In describing
Body a procedure or giving instructions,
use command language (do this,
don't do that).

Request action, summarize the

Closing message, or present a closing
thought.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 32

 Date: May 1, 200x
Ineffective Information Memo
To:
From:
Department Managers
Waldo Hightower
Subject: Hiring

Faults:As summer approaches, we have been thinking about

hiring
1. Starts new employees.
indirectly This is to inform
with an explanation you that
instead we main
of the have idea.
scheduled three employment interviewing sessions.
2. Does notpresence
Your provide is
helpful subject
required at theseline.
sessions to help us
3. Fails to develop
avoid reader
making poor benefits.
selections.
4. Sounds
  negative ("avoid making poor selections"; "your
Pleaserequired";
presence mark your calendar
"should notfor the
have three times.you")
to urge The first
meeting is May 3 in the conference room. The second
5. Fails to list dates for improved readability.
meeting is May 9 in Office 22 (the conference room was
6. Does not include
scheduled). Onend
May date
15 wefor
canreturning
finish up lists.
in the
7. Includes wordyroom.
conference phrases ("This
In view is tofact
of the inform you,"
that your "In view of the
projects
need talented new team members, I should not have to
fact that").
urge you to attend and be well prepared.

Please examine all the candidates' résumés and send me

your ranking lists.

MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e Chapter 5,
1, Slide 33
 Improved
Date: May 1,Information
200x Memo
To: Department Managers
From: Waldo Hightower
Improvements:
Subject: Schedule for Employment Interviews
1. Includes subject line that accurately summarizes memo topic.
2. Opens directly
To help withtalented
you find main idea.
new team members for your
3. Looks at subject
projects, from
we have reader'sthe
scheduled perspective.
following three
4. Eliminates wordy
employment expressions.
interviewing sessions:
  dates in columns for improved readability.
5. Lists
May 3 Conference Room
6. Avoids negativity; achieves positive tone throughout.
May 9 Office 22
7. Concludes
Maywith end date and
15 Conference Roomreason.
8. Emphasizes reader's benefits.
Before the meetings, please examine all the candidates’
résumés. Send me your ranking lists before May 1 so
that we can work together to hire the top people you
select.

MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e Chapter 5,
1, Slide 34
 Writing Plan for Requests

Subject Summarize the request and note

line the action desired.

Begin with the request or a brief

Opening
statement introducing it.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 35

 Writing Plan for Requests

Provide background, justification,

Body and details. If asking questions,
list them in parallel form.

Request action by a specific date.

If possible, provide a reason.
Closing
Express appreciation, if
appropriate.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 36

 Writing Plan for Replies

Subject Summarize the main information

line from your reply.

Start directly by responding to the

Opening request with a summary
statement.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 37

 Writing Plan for Replies

Provide additional information

Body
and details in a readable format.

Add a concluding remark,

summary, offer of further
Closing
assistance, or request for further
action.

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 38

 END

Instructor Only Version

© 2010 Thomson South-Western