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© 2010 Thomson South-Western
Instructor Only Version
CHAPTER 5CHAPTER 5
ElectronicElectronic
Messages andMessages and
MemorandumsMemorandums

Chapter 5, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 8e
Phase 3
• Revision
• Proofreading
• 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?
Phase 2
• Research
• Organization
• Composition
Applying the Writing ProcessApplying the Writing Process
Phase 1
• Analysis
• Anticipation
• Adaptation

Applying the Writing ProcessApplying the Writing Process
Phase 3
• Revision
• Proofreading
• Evaluation
Phase 1
• Analysis
• Anticipation
• Adaptation
Phase 2
• Research
• Organization
• Composition
© ISTOCKPHOTO.COM / JACOB WACKENHAUSEN

Chapter 1, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 8e
Phase 1
• Analysis
• Anticipation
• Adaptation
Phase 3
• Revision
• Proofreading
• Evaluation
Phase 2
• Research
• Organization
• Composition
 Check files, gather documentation.
 Outline or list points to cover.
 Compose first draft; expect to revise.

Phase 1
• Analysis
• Anticipation
• Adaptation
 Revise for clarity and conciseness.
 Proofread for correctness.
 Plan for feedback.
Phase 2
• Research
• Organization
• Composition
Phase 3
• Revision
• Proofreading
• Evaluation

Paper-based
messages
• Business letters
• Interoffice
memos
How Organizations ExchangeHow Organizations Exchange
Written MessagesWritten Messages
Electronic
messages
• E-mail
• Instant
messaging
• Text messaging
• Podcasts
• Blogs
• Wikis

Components of E-Mail and MemosComponents of E-Mail and Memos
Opening
Closing
Subject Line

Body
©GEORGEFREY/BLOOMBERGNEWS/LANDOV

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."



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

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

Formatting E-Mail MessagesFormatting E-Mail Messages
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:
Guide Words

 No salutation
 Ann, Dear Ann:, Hi, or Good
morning!
 Include name
in first line
“Thanks, Ann, for
your help . . .”
Salutation options

 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 contact identification–
especially for messages to outsiders.
Body
Closing

Formatting Hard-Copy MemosFormatting Hard-Copy Memos
Double-space DATE, TO,
FROM, SUBJECT.
Align all words after the colon
following “Subject.”
Guide Words

 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.”
Top and Bottom Margins

 Set left and right margins of 1.25 inches.
 Single-space the body.
Side Margins and Spacing
Click icon
for a sample
document:
Adobe Acrobat
Document

Open e-mail
by clicking
icon at right.
Adobe Acrobat
Document

Formatting E-Mail Messages
Dear Dawn:
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
pertinent facts, obtain approval from your division head, and
send the form to Brent White.
Please call me at 451-0593 if you have any questions about this
new procedure.
Best,
Jay Murray, Vice President, Facilities and Operations
Phone: (245) 451-0593 ● Fax: (245) 451-3389
E-Mail: jmurray@pro.com
Use a complimentary
close and include your
contact information.
Include a salutation
for a friendly tone.
Single-space body;
double-space between
paragraphs.
Use angle brackets
for Internet addresses
Write complete
sentences and use
upper and lower-
case letters.

Model E-Mail MessageModel E-Mail Message
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.
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.
To:
From:
Subject:
Cc:
Attached:
Matt Ferranto mferranto@qualcom.com
Brooke Johnson bejohnson@qualcom.com
Supervising Two Assigned Interns


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

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
Model E-Mail MessageModel E-Mail Message

 Getting Started
 Content, Tone, Correctness
 Netiquette
 Reading and Replying
 Personal Use
 Other Smart Practices
Using E-Mail Smartly, Safely,Using E-Mail Smartly, Safely,
and Professionallyand Professionally

 Consider composing off
line.
 Type the receiver’s
address correctly.
 Avoid misleading subject
lines.
 Apply the top-of-the-
screen test.
Getting Started

 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.
Content, Tone, Correctness

 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.
Netiquette

 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.
Reading and Replying

 Don’t use company
computers for
personal matters
unless allowed by
your organization.
 Assume that all
e-mail is monitored.

© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN
Other Smart Practices
 Use design to improve readability of
longer messages.
 Consider cultural differences.
 Double-check before hitting the Send
button.

 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.
Best Practices for Using InstantBest Practices for Using Instant
Messaging ProfessionallyMessaging 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.

 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.

•Summarize the message
content.
SubjectSubject
lineline
Expand the subject line by stating
the main idea concisely in a full
sentence.
OpeningOpening
Writing Plan for Information andWriting 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
Writing Plan for Information andWriting Plan for Information and
Procedure E-Mail Messages and MemosProcedure E-Mail Messages and Memos

Ineffective Information Memo
Date: May 1, 200x
To: Department Managers
From: Waldo Hightower
Subject: Hiring
As summer approaches, we have been thinking about
hiring new employees. This is to inform you that we have
scheduled three employment interviewing sessions.
Your presence is required at these sessions to help us
avoid making poor selections.
Please mark your calendar for the three times. The first
meeting is May 3 in the conference room. The second
meeting is May 9 in Office 22 (the conference room was
scheduled). On May 15 we can finish up in the
conference room. In view of the fact that your projects
need talented new team members, I should not have to
urge you to attend and be well prepared.
Please examine all the candidates' résumés and send me
your ranking lists.
Faults:
1. Starts indirectly with an explanation instead of the main idea.
2. Does not provide helpful subject line.
3. Fails to develop reader benefits.
4. Sounds negative ("avoid making poor selections"; "your
presence required"; "should not have to urge you")
5. Fails to list dates for improved readability.
6. Does not include end date for returning lists.
7. Includes wordy phrases ("This is to inform you," "In view of the
fact that").

Improved Information MemoDate: May 1, 200x
To: Department Managers
From: Waldo Hightower
Subject: Schedule for Employment Interviews
To help you find talented new team members for your
projects, we have scheduled the following three
employment interviewing sessions:
May 3 Conference Room
May 9 Office 22
May 15 Conference Room
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.
Improvements:
1. Includes subject line that accurately summarizes memo topic.
2. Opens directly with main idea.
3. Looks at subject from reader's perspective.
4. Eliminates wordy expressions.
5. Lists dates in columns for improved readability.
6. Avoids negativity; achieves positive tone throughout.
7. Concludes with end date and reason.
8. Emphasizes reader's benefits.

Writing Plan for RequestsWriting Plan for Requests
Summarize the request and note
the action desired.
SubjectSubject
lineline
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

Writing Plan for RepliesWriting Plan for Replies
Summarize the main information
from your reply.
SubjectSubject
lineline
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

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