© 2007 Thomson South-Western Multimedia Instructor Version CHAPTER 5 E-Mail and Memorandums.

© 2007 Thomson South-Western

Multimedia Instructor Version

CHAPTER 5CHAPTER 5

E-Mailand

Memorandums

Applying the Writing ProcessApplying the Writing Process

Phase 2• Research• Organization• Composition

Phase 3• Revision• Proofreading• Evaluation

Phase 1 • Analysis• Anticipation • Adaptation

Chapter 5, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 7e




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?





Check files, gather documentation. Outline or list points to cover. Compose first draft; expect to revise.




Revise for clarity and conciseness. Proofread for correctness. Plan for feedback.



Analyzing the Structure of E-Mail Analyzing the Structure of E-Mail Messages and MemosMessages and Memos

Closing

Subject LineOpeningBody


Analyzing StructureAnalyzing Structure

Opening Frontload main idea immediately. Avoid reviewing background.

Subject Line Summarize message clearly and

concisely. Avoid meaningless one-word headings,

such as "Help" or "Urgent."


Analyzing StructureAnalyzing Structure

Body Organize information and explanations

logically. Use numbered and bulleted lists for quick

comprehension. Consider adding headings for visual

impact.


ParagraphHeadings

ParagraphHeadings

BulletedItems

BulletedItems

WithinSentences

WithinSentences

HeadingsHeadings

InstructionsInstructions

ParallelismParallelism

TechniquesTechniquesTo ImproveTo Improve

MessageMessageReadabilityReadability

TechniquesTechniquesTo ImproveTo Improve

MessageMessageReadabilityReadability


ParallelismParallelismParallelismParallelism

Instead of this

Workers were nervous, stressed, and full of preoccupation.

Try this

Workers were nervous, stressed, and preoccupied.


InstructionsInstructionsInstructionsInstructions

Instead of this

To clean the printer, you should do the following. First, you should disconnect the power cord. Then you open the front cover, and the printer area should be cleaned with a soft, dry cloth.

Try this

To clean the printer, do the following: Disconnect the power

cord. Open the front cover. Clean the printer area

with a soft, dry cloth.


HeadingsHeadingsHeadingsHeadings

Instead of this

On April 3 we will be in Toledo, and the speaker is Troy Lee. On May 20 we will be in Detroit, and the speaker is Erin Win.

Try this

Date City Speaker

April 3 Toledo Troy Lee

May 20 Detroit Erin Win


Within SentencesWithin SentencesWithin SentencesWithin Sentences

Instead of this

Our team constantly tries to achieve our goals, customer service must be improved, and our production targets must be hit.

Try this

Our team constantly tries to (a) achieve our goals, (b) improve customer service, and (c) hit our production targets.


Bulleted ItemsBulleted ItemsBulleted ItemsBulleted Items

Instead of this

At our Web site We let you

compare cash prices.

You can research the best financing.

You can learn about leasing.

Try this

At our Web site you can do the following: Compare cash

prices. Research the best

financing. Learn about

leasing.


Paragraph HeadingsParagraph HeadingsParagraph HeadingsParagraph Headings

Instead of this

The next topic is vacations. A new vacation schedule will be available on May 1.

To assist employees, we will begin a flex schedule in the fall.

Try this

Vacations. A new vacation schedule will be available on May 1.

Flextime. To assist employees, we will begin a flex schedule in the fall.


Quick Check

Arrange the following in a concise, bulleted list.

The next training session will demonstrate

Videoconferencing Sharing multiple programs Maintaining an Internet directory

In the next training session, the trainer will demonstrate how to use videoconferencing, how to share multiple programs, and how to maintain an Internet directory.


Quick Check

In preparing for an employment interview, you should begin by studying the job description. Itemizing your most strategic skills and qualifications is also important. Giving responses in a mock interview is another good practice technique. Last, you should be prepared to ask relevant questions.

Improve the readability of the following instructions that will become part of a student employment booklet.


You can prepare for interviews by doing the following:

• Itemize your most strategic skills and qualifications.• Practice giving responses in a mock interview.• Prepare to ask relevant questions.

You can prepare for interviews by doing the following:

Itemize your most strategic skills and qualifications.

Practice giving responses in a mock interview.

Prepare to ask relevant questions.

Improved VersionImproved Version


Closing Provide (1) action information, dates, and

deadlines, (2) a summary of the message, or (3) a closing thought.

Avoid overused expressions.

Subject LineOpeningBody

Analyzing the Structure of E-Mail Analyzing the Structure of E-Mail Messages and MemosMessages and Memos


Formatting E-MailFormatting E-MailMessages Guide Words Messages Guide Words

Formatting E-MailFormatting E-MailMessages Guide Words Messages Guide Words

To: Consider keying receiver’s full name; use angle brackets for e-mail address

Ann Jones<[email protected]>

From: Entered automatically

Date: Entered automatically

Subject: Include meaningful topic summary.


Salutation Options Salutation Options

No salutation Ann, Dear Ann:, Hi, or Good

morning! Include name

in first line

“Thanks, Ann, for your help . . .”


Body and Closing Body and Closing Body and Closing Body and Closing

Body

Closing

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

forwarded.

Consider a complimentary closing such as Best or Cheers.

Include your name and full identification– especially for messages to outsiders.


Model E-Mail Message

Date: September 3, 2007 9:05:12 AM EST

To: Matt Ferranto <[email protected]>

From: Brooke Johnson <[email protected]>

Subject: Supervising Two Assigned Interns

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.

Date: September 3, 2007 9:05:12 AM EST

To: Matt Ferranto <[email protected]>

From: Brooke Johnson <[email protected]>

Subject: Supervising Two Assigned Interns

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.


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,

BrookeBrooke JohnsonHuman Resources & DevelopmentE-mail: [email protected]: (425) 896-3420

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,

BrookeBrooke JohnsonHuman Resources & DevelopmentE-mail: [email protected]: (425) 896-3420

Model E-Mail Message

mailto:[email protected]

mailto:[email protected]

1-inch top margin

Pre-printedorganization

memo stationery

Double-space

Align all words

1 – 1¼ inches

(left margin)

1 – 1¼ inches(right

margin)

Single-space paragraphs with

blank line between paragraphs

Unlike letters, memos do not have a signature block at the

bottom. Instead sign your initials at the end of

the FROM line.

Describeleft and

rightmargins.

1 –1 ¼ inches

2-inch top margin

instead of 1 inch

Describe the spacing and

alignment of this section.

Double-space; align all words after

colon following “SUBJECT.”

Describe how to space the

message.

Single-space; leave blank line

between paragraphs.

Describe how you would sign

a memo.

Sign your initials at the

end of the FROM line.


Using E-Mail Smartly and SafelyUsing E-Mail Smartly and SafelyUsing E-Mail Smartly and SafelyUsing E-Mail Smartly and Safely

Getting Started Content, Tone, Correctness Netiquette Reading and Replying Personal Use Other Smart Practices


Getting StartedGetting Started Getting StartedGetting Started

Consider composing off line.

Type the receiver’s address correctly.

Avoid using a misleading subject line.

Apply the top-of-the-screen test.


Be concise. Never respond when you are angry. Don’t send anything you wouldn’t want

published. Don’t use e-mail to avoid contact. Care about correctness and tone. Resist humor.

Content, Tone, CorrectnessContent, Tone, Correctness Content, Tone, CorrectnessContent, Tone, Correctness


NetiquetteNetiquette NetiquetteNetiquette

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

titles. Seek permission before forwarding. Reduce attachments.


Reading and ReplyingReading and Replying Reading and ReplyingReading 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.


Personal UsePersonal Use Personal UsePersonal Use

Don’t use company computers for personal matters unless allowed by your organization.

Assume that all e-mail is monitored.


Other Smart PracticesOther Smart Practices Other Smart PracticesOther Smart Practices

Use design to improve readability of longer messages.

Consider cultural differences. Double-check before hitting the Send

button.


RepliesReplies RequestsRequests

Informationand Procedures


WritingWritingPlans forPlans for

E-MailE-MailMessagesMessages

andandMemosMemos



andandMemosMemos






andandMemosMemos



andandMemosMemos


•Summarize memo contents.SubjectSubjectlineline

Expand the subject line by stating the main idea concisely in a full sentence.

OpeningOpening

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



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

BodyBody

Request action, summarize the message, or present a closing thought.

ClosingClosing




RequestsRequests





andandMemosMemos



andandMemosMemos


Writing Plan for RequestsWriting Plan for Requests

Summarize the request and note the action desired.

SubjectSubjectlineline

Begin with the request or a brief statement introducing it.OpeningOpening


Writing Plan for RequestsWriting Plan for Requests

Provide background, justification, and details. If asking questions, list them in parallel form.

BodyBody

Request action by a specific date. If possible, provide a reason. Express appreciation, if appropriate.

ClosingClosing


RepliesReplies RequestsRequests





andandMemosMemos



andandMemosMemos


Writing Plan for RepliesWriting Plan for Replies

Summarize the main information from your reply.

SubjectSubjectlineline

Start directly by responding to the request with a summary statement.

OpeningOpening


Writing Plan for RepliesWriting Plan for Replies

Provide additional information and details in a readable format.BodyBody

Add a concluding remark, summary, offer of further assistance, or request for further action.

ClosingClosing

© 2007 Thomson South-Western Multimedia Instructor Version CHAPTER 5 E-Mail and Memorandums.

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Transcript of © 2007 Thomson South-Western Multimedia Instructor Version CHAPTER 5 E-Mail and Memorandums.