1 Chapter 9 Routine Letters and Goodwill Messages David Gadish, Ph.D.
Routine e mail messages and memos - chapter 8 nov 12 (1)
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Transcript of Routine e mail messages and memos - chapter 8 nov 12 (1)
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Welcome To Routine E-Mail Messages
and Memos
Presented by: Walla, Kazi, Justin and Linda
Content derived from chapter eight of the book Business Communication:
Process and Product written by Dr. Mary Ellen Guffey.
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Learning Objectives
• Demonstrate how a defined writing process can produce more effective email messages and memos
• Explain the basic structure and formatting principals for email messages and memos
• Outline best email practices
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Learning Objectives
• Understand how to write messages that provide information or procedures
• Understand how to best write request or reply messages
• Explain the best way to write messages that serve as confirmation
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DEFINING THE WRITING PROCESS
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Prewriting
• Analyzing the main reasons of writing the E-mail or the Memo
• Anticipating the impact the message will have on the reader
• Adapting the message to the reader`s need & interests
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Writing
• Researching & collecting information on the about the subject of interest
• Organizing the message by making an outline of the points to cover
• Composing the first draft by grouping related information into short paragraphs
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Revising
• Reconsidering the message for any lack of clarity and lack of explanation
• Proofreading the sentences for typos, grammar mistakes, and misspelled words
• Evaluating the contents of the message for receiving quick feedbacks
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BASIC STRUCTURE AND FORMATTING
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STRUCTURING E-MAIL MESSAGES
1.Informative subject line
2.An conscious opening
3.A body that is easy to comprehend
4.An appropriate closing
A well structured e-mail message contains four parts:
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# 1 The Subject Line
• An informative subject line is used to state the purpose of the message in abridged form
• The importance of the subject line
• Make sure to use key words in the subject line
DID YOU KNOW? The average subject line displays about 35 characters.
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# 2 The Opening
• Busy readers want to be able to know immediately the content of the message they are reading
• Opening states the purpose concisely and highlights the main ideas Textbook example :
• Indirect opening: “For the past six months the Human Resources Development Department has been considering changes in our employees’ benefit plan.” (p.158)
• Direct opening: “Please review the following proposal regarding employees’ benefits, and let me know by May 20 if you approve these changes.” (p.158)
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# 3 The Body
• Only one topic is discussed in the body in order to help the reader act on the subject
• The body is designed for easy comprehension
• Use numbered lists to design your date comprehensively
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# 4 The Closing
• Readers search for deadlines in the closing • End message with:• Information about deadlines and dates
“Make sure that your report is submitted by November 18”
• A summary of your message “Attending those five conferences will
help you succeed in this company”• A closing thought
“Looking forward to meeting you”
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BEST EMAIL PRACTICES
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Best Email practices
• Write your email using a processing program to avoid losing your writing
• Double check the email address by using your electronic address book
• Make sure your subject line is relevant and helpful
• Be concise; avoid writing unnecessary information
• Beware of what you send - Email is permanent • Don’t use email to avoid contact and conflicts
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Best Email practices
• Words and writing style affects the reader• Avoid writing messages In caps, use when
necessary only • Reduced attachments for downloading and virus
purposes • Proof read your email before you send it • Revise the subject line if topic changes, to keep
records• Care about spelling and avoid sloppy emails
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WRITING INFORMATION & PROCEDURE MESSAGES
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Writing Information and Procedure E-Mail Messages and Memos
• Writing objective is to convey clear messages typically on daily operations
• Messages usually flow downward in the organization
• Follow proper writing process and message structure
• Message should come across as positive
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Writing Information and Procedure E-Mail Messages and Memos
• Message should convey to reader what they ‘should do’
• Use action verbs and numbered steps
• Watch your tone! – Explain change don’t lay blame– Highlight benefits don’t accuse– Give reasons and be positive
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WRITING REQUEST AND REPLY MESSAGES
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Making Requests
• Use the direct approach: Start by asking the most important
questions with an explanation
Make sure to use polite command
• Be specific with your deadlines, in order to encourage procrastinators to get their work done on time
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Replying to Requests
• Follow the 3x3 writing process when replying to an e-mail
• Organize your ideas• Use a sympathetic and direct opening• Start by answering the writer’s questions• Have a systematic order when providing
the requested information• Be specific in spelling it out
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WRITING CONFIRMATION MESSAGES
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Writing Confirmation Messages
• Serves as a permanent record • Preserves proper formatting • Be sure to emphasize key points • Clearly identify the individuals involved• Request feedback• Criticism: too many “cover-your-tail”
messages
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In Summary
• Distribute Memo – Review Ten key points
• Distribute Crossword
• Want to learn more?
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ADDITIONAL WEB RESOURCES
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Zenome Sub Category Link
http://www.zenome.com/directory/index.php?parentID=007.063.008&desc=08-