Chapter 8 Routine E-Mail Messages and Memos. Ch. 8, Slide 2 Characteristics of Successful E-Mail...

Chapter 8Chapter 8

Routine E-Mail Routine E-Mail Messages and MemosMessages and Memos

Ch. 8, Slide 2

Characteristics of Characteristics of Successful E-Mail Successful E-Mail

Messages and MemosMessages and Memos• Headings: Date, To, From, Subject

• Single topic

• Conversational tone

• Conciseness

• Graphic highlighting

Ch. 8, Slide 3

Guffey’s 3 x 3 Writing Guffey’s 3 x 3 Writing ProcessProcess

• Analyze and anticipate

• Research and compose

• Revise, proofread, and evaluate

Ch. 8, Slide 4

Analyze and AnticipateAnalyze and Anticipate

• Do I really need to write?

• What is my purpose?

• How will the reader react?

Ch. 8, Slide 5

Research and ComposeResearch and Compose

• Check files; collect information.

• Study relevant documents.

• Make an outline.

• Write first draft.

Ch. 8, Slide 6

Revise, Proofread, and Revise, Proofread, and EvaluateEvaluate

• Revise for clarity.

• Revise for correctness.

• Plan for feedback.

Ch. 8, Slide 7

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

• Subject line

• Opening

• Body

• Closing

Ch. 8, Slide 8

Subject LineSubject Line

• Summarize the main idea.

Example: Budget Meeting June 3, 10 a.m.

Ch. 8, Slide 9

OpeningOpening

• Start directly; restate and amplify the main idea.• Indirect (ineffective) opening: This is to inform you that we must complete the annual

operating budgets shortly. Over the past two months many supervisors have met to discuss their departmental needs.

• Direct (effective) opening: All supervisors and coordinators will meet June 3 at 10

a.m. to work out the annual operating budgets for their departments.

Ch. 8, Slide 10

BodyBody

• Explain and discuss the topic.

• Use graphic highlighting to facilitate reading, comprehension, and retention.

• Consider columns, headings, enumerations, bulleted lists, and so forth.

Ch. 8, Slide 11

ClosingClosing

• Request action, including an end date.

• Summarize the message or provide a closing thought.

Ch. 8, Slide 12

Graphic Highlighting Graphic Highlighting TechniquesTechniques

Ch. 8, Slide 13

Graphic Highlighting Graphic Highlighting

TechniquesTechniquesActivity 8.6aActivity 8.6aEnumerated ListEnumerated List

A recent survey of car buyers revealed the electronic options they wanted:

1. Cruise control 79.1%

2. Antilock brakes 61.1

3. Keyless entry 50.5

4. CD player 34.1

5. Trip counter 5.1

A recent survey of car buyers revealed the electronic options they wanted:

1. Cruise control 79.1%

2. Antilock brakes 61.1

3. Keyless entry 50.5

4. CD player 34.1

5. Trip counter 5.1

Ch. 8, Slide 14

Graphic Highlighting Graphic Highlighting

TechniquesTechniquesActivity 8.6bActivity 8.6b

Bulleted ListBulleted List

Our employee leasing program can be an efficient management tool because we handle the following tasks for you:• Payroll preparation• Employees’ benefits• Worker’s compensation premiums• State and federal reports

Our employee leasing program can be an efficient management tool because we handle the following tasks for you:• Payroll preparation• Employees’ benefits• Worker’s compensation premiums• State and federal reports

Ch. 8, Slide 15

Graphic Highlighting Graphic Highlighting

TechniquesTechniquesActivity 8.6cActivity 8.6cEnumerated ListEnumerated List

SAFETY TIPS FOR USING ATMs

1. Be aware of your surroundings, especially at night.

2. Use another ATM or come back later if you notice anything suspicious.

3. Put cash away promptly; count it later.

4. At night take a friend with you.

5. Park in a well-lighted area close to the ATM.

SAFETY TIPS FOR USING ATMs

1. Be aware of your surroundings, especially at night.

2. Use another ATM or come back later if you notice anything suspicious.

3. Put cash away promptly; count it later.

4. At night take a friend with you.

5. Park in a well-lighted area close to the ATM.

Ch. 8, Slide 16

The phenomenal The phenomenal growth of e-mail and growth of e-mail and use of the Internet use of the Internet mean that today’s mean that today’s communicators need communicators need special skills.special skills.

Communicating in the Communicating in the New World of E-MailNew World of E-Mail

Ch. 8, Slide 17

Communicating in the Communicating in the New World of E-MailNew World of E-Mail

To succeed, you must be able to:

• Express yourself concisely and quickly.

• Compose at the keyboard.

• Understand e-mail ethics, courtesy, and privacy issues.

Ch. 8, Slide 18

Smart E-Mail PracticesSmart E-Mail Practices

Getting Started

• Consider composing offline.

• Get the address right.

• Avoid misleading subject lines.

• Apply the top-of-screen test.

Ch. 8, Slide 19

Smart E-Mail PracticesSmart E-Mail Practices

Content, Tone, and Correctness

• Be concise.

• Don’t send anything you wouldn’t want published.

• Don’t use e-mail to avoid contact.

• Care about correctness.

• Resist humor and tongue-in-cheek comments.

Ch. 8, Slide 20

Smart E-Mail PracticesSmart E-Mail Practices

Netiquette

• Limit any tendency to send blanket copies.

• Never send “spam.”

• Consider using identifying labels (FYI, ACTION, RE, URGENT)

• Use capital letters ONLY for emphasis or for titles.

• Don’t forward without permission.

• Reduce attachments.

Ch. 8, Slide 21

Smart E-Mail PracticesSmart E-Mail Practices

Reading and Replying to E-Mail

• Scan all messages before replying to any.

• 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’re angry.

Ch. 8, Slide 22

Smart E-Mail PracticesSmart E-Mail Practices

Personal Use

• Don’t use company computers for personal matters.

• Assume that all e-mail is monitored.

Ch. 8, Slide 23

Smart E-Mail PracticesSmart E-Mail Practices

Other Smart Practices

• Use design to improve readability of longer messages.

• Consider cultural differences.

• Double-check before hitting the Send button.

Ch. 8, Slide 24

Formatting E-Mail Formatting E-Mail MessagesMessages

• Enclose the receiver’s address in angle brackets.– Sherri Rogers <slrogers@mtsu.edu>

• Include a salutation (such as Dear Dawn, Hi, or Greetings), or weave the receiver’s name into the first sentence.

• Use word-wrap rather than pressing Enter at line endings.

• Single-space within paragraphs and double-space between paragraphs.

Ch. 8, Slide 25

Formatting E-Mail Formatting E-Mail MessagesMessages

• Write in complete sentences, and use upper and lowercase letters.

• Include a signature block, especially for messages to outsiders.

Ch. 8, Slide 26

Formatting E-Mail Formatting E-Mail MessagesMessages

Ch. 8, Slide 27

Kinds of MemosKinds of Memos

• Procedure and Information Memos

• Request and Reply Memos

• Confirmation Memos

Ch. 8, Slide 28

Procedure and Procedure and Information MemosInformation Memos

• These routine messages usually flow downward; they deliver company information and describe procedures.

• Tone is important; managers seek employee participation and cooperation.

Ch. 8, Slide 29

Request and Reply Request and Reply MemosMemos

• Memo requests for information and action follow the direct pattern.

• Memo replies are also organized directly with the most important information first.

Ch. 8, Slide 30

Confirmation MemosConfirmation Memos

• Also called “to-file” reports or “incident” reports.

• Record oral decisions, directives, and discussions.

• Include names and titles of people involved.

• Itemize major issues and request confirmation from the receiver.

Ch. 8, Slide 31

Formatting Hard-Copy Formatting Hard-Copy MemosMemos

• Leave side margins of about 1¼ inches.

• Line up all heading words with those following Subject.

• Indent lines following bulleted or enumerated lines.

• Use ragged line endings, not justified.

• Don’t include complimentary close or signature.

Ch. 8, Slide 32

Leave side margins of Leave side margins of about 1¼ inches.about 1¼ inches.

DATE: Current

TO: Rob Montaine

FROM: Heidi Chan

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization.

Please examine the enclosed samples and call me if you have additional questions.

Enclosures

DATE: Current

TO: Rob Montaine

FROM: Heidi Chan

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization.

Please examine the enclosed samples and call me if you have additional questions.

Enclosures

1¼ inchmargin

1¼ inchmargin

Ch. 8, Slide 33

Line up all heading words Line up all heading words with those following with those following

SubjectSubject..DATE: Current

TO: Rob Montaine

FROM: Heidi Chan

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization.

Please examine the enclosed samples and call me if you have additional questions.

Enclosures

DATE: Current

TO: Rob Montaine

FROM: Heidi Chan

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about formatting and stationery for memos in the organization.

Please examine the enclosed samples and call me if you have additional questions.

Enclosures

Ch. 8, Slide 34

Indent lines following Indent lines following bulleted or enumerated bulleted or enumerated

lines.lines.• Interoffice memo stationery may be used by any employee.

• Plain paper or letterhead stationery may also be used for memos, so long as the headings TO, FROM, DATE, and SUBJECT are included.

• Interoffice memo stationery may be used by any employee.

• Plain paper or letterhead stationery may also be used for memos, so long as the headings TO, FROM, DATE, and SUBJECT are included.

Ch. 8, Slide 35

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