Common Document Formats & Strategies

Memos, E-mail, Letters, Instructions, Reports, Executive Summaries

Customized & Workplace TrainingCity of Portland/Portland Community CollegeFacilitated by George Knox

P. A. T. Purpose

– Topic– Goals (Inform,persuade, entertain, record, cite,

respond, etc.)– Requirements (Schedule, materials, budget, tools,

delivery, etc.) Audience

– Who? Multiple audiences?– Expectations (Content, style, delivery, etc.)– Requirements

Technique

Memo and E-mail

Purpose– Written record (paper or electronic)– Information re: policies and procedures– Request for internal action– Documentation of decisions or actions– “Paper trail”

Memo and E-mail Audience

– Internal (usually)– Individual, departmental or company-wide– Knowledge of company organization, values,

policies, procedures, etc.– Familiar with jargon and acronyms– Attention to internal communications?

Note: E-mail is becoming more common for external communications

Technique: Basic Format

Subject line

Opening

Body

Closing

Tip: Use “signature” with e-mail but NOT with memo

Specific Format: Memos

Set margins at 1 to 1½ inch Line up heading words with Subject heading Single space within paragraphs Double space between paragraphs Indent lines following lists Justify at left, use ragged right lines Do not use complimentary close or signature

DATE: 10/27/04

TO: Lois Nguyen

FROM: George Knox

CC:

SUBJECT: FORMATTING AND STATIONERY FOR MEMOS

Welcome to Multimedia, Lois! 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

General Memo Layout

Specific Format: E-mail Include a salutation or use receiver’s name in first

sentence Use word-wrap Single-space within paragraphs and double-space

between paragraphs Write in complete sentences DON’T USE ALL CAPS Include a signature block Use stationary only if appropriate and accepted

General E-mail Layout

Technique: Kinds of Memos

Procedure and Information Memos

Request and Reply Memos

Confirmation (or Denial) Memos

Other?

Procedure/Information Memos Routine messages “Downward” flow Informational in nature Goal of employee participation and cooperation Direct or indirect depending on nature of

message (good news, bad news, etc.)

Tip: Tone is important for success.

Request and Reply Memos

Request for information and action

– Persuasive in nature

– Direct or indirect depending on nature of request and source of request

Reply to previous communication

– Direct response to initiator

– Indirect response to wider audience

Confirmation Memos

“Incident” or “To File” reports

Documentation of decisions, directives, and discussions

Names and titles of people involved

Major issues described

Request for confirmation of receipt

Direct message

Technique: Strategies Headings: Date, To, From, Subject

Single topic

Conciseness

Conversational tone

“Cues” and “Signposts”

Technique: Strategies Direct vs. Indirect message

– Direct (“Frontloaded”) message places main point early in the document

– Indirect (“Backloaded”) message places main point late in the document

– Use direct approach for “good” news or when acceptance is assured

– Use indirect approach for “bad” news or when persuasion is necessary

Techniques: Delivery Memos – Use standard in-house

delivery unless otherwise requested E-mail

– Use in-house standards (company vs. personal web-based e-mail, stationary, HTML vs. text only, etc.) within company

– Contact outside audiences for restrictions Avoid common e-mail mistakes

Common E-mail Mistakes Address errors Long messages or attachments Misleading or vague subject lines Inappropriate content Lack of discretion in responses Inappropriate copying and forwarding

Source: John Edwards, “The Six Most Common Mistakes in Sending E-mail”, Bottom Line Business, October 1997.

When using e-mail … Be concise Send attachments only when necessary Proof before you send Consider cultural differences Use humor with caution Maintain professionalism Save a copy of your sent messages Assume all communications are monitored

and saved

Letters Purpose

– Written record (Paper)– Formal information, persuasive or

responsive communication– Documentation with “wet” signature– “Official” communication with letterhead– Contractual agreement– “Paper trail”

Letters Audience

– External (usually)– May be unfamiliar with internal

organization, values, procedures, etc.– May be unfamiliar with jargon and

acronyms– May be inattentive to communication– Seeking formal or “official” message

Technique: Basic Format Set margins at 1 to 1 ½ inch Use 10 to 12 point font size Single space within paragraphs, double-space

between paragraphs Use block (all lines starting at left margin) or

modified block (date and closing lines to the right) or semi-block (date and closing lines to the right, indented paragraphs)

Technique: Kinds of Letters Routine Letters

– Request for information and action– Direct reply

Good News – Approved request– Commendation/Recommendation

Bad News Letters– Denied request– Criticism/disciplinary action/termination

Persuasive Letters– Sales -Proposals

Technique: Strategies Single topic

Formal style and tone

“Official” letterhead and signature

“Cues” and “Signposts”

Request for action

Technique: Strategies

Direct vs. Indirect message– “Frontload” Routine and Good News

Letters– “Backload” Bad News Letters– For Persuasive Letters, use the message

that best fits the audience

Tip: If cost is involved, you probably should “backload”.

Communicating Bad News

Goals– Make the audience understand and accept– Maintain positive image of organization – Make message clear so additional

communication is unnecessary– Avoid creating legal liability

Communicating Bad News Strategies

– Indirect message• Buffer with a neutral or positive opening• Give reasons or causes for bad news• Clearly state bad news, providing alternatives

or “next steps” if possible• Close with a personal, future-looking statement

Tip: Use subordinating or passive language (“Although your claim cannot be processed under current guidelines, we can provide a list of alternative ….”)

Communicating Bad News

Strategies– Avoiding Liability

• Do not use abusive language (defamation) or careless language implying liability

• Do not state or imply views that run contrary to your organization

• Do not admit or imply responsibility without checking with legal counsel

• Do not use “official” documents or equipment to communicate your personal views

Persuasive Writing

Strategies: Gain attention

– Review problem and state action taken– Stimulate a question and offer an answer– State a benefit to the audience

Build interest– Offer strong supports– Suggest direct and indirect benefits– Avoid emotionality

Persuasive Writing

Strategies: Reduce resistance

– Counter possible arguments

– Demonstrate credibility Motivate action

– Request specific action and repeat benefits Reinforce business relationship

Technical Formats

Instructions Reports Executive Summaries

Instructions Purpose

– Technical documentation of a specific task– Directive with sequential steps– “Used” during task

Audience– Varying technical abilities– “Users”, not readers– May need hazard statements

Technique: Document Types User Manual (Step-by-step for novice) Tutorial (Mini-lessons for novice) Reference Manual (Indexed for expert) Quick Reference Guide (Indexed for expert) Procedural Guide (Step-by-step for novice &

expert, Primarily to document) Policy Manual (Categorized for novice &

expert, Primarily to document) On-Line Documentation (Tree

structures/topics for novice & expert)

Technique: Basic Format

1. Introduction

2. Required materials/tools

3. Sequential steps

4. Additional resources

Technique: Strategies

Keep language simple and direct– 2nd person imperative– Appropriate technical language– Active voice– Avoid future tense– Industry standards (e.g. ANSI)

Technique: Strategies

List steps sequentially– Numbered lists for ordered tasks– Bulleted lists for unordered tasks– Vertical lists usually easier to read than

horizontal lists– Introduce steps or groups of steps (e.g. “To

install the software, follow these steps:”)

Technique: Strategies

Emphasize tasks over results (user’s actions before reactions)

Describe any necessary parts, tools or equipment BEFORE giving directions

Include visuals when appropriate (especially for “visual perceivers” and international readers)

Technique: Hazard Statements

Place warnings before and near the hazardous task listed

Highlight warning w/ appropriate visual techniques (symbols, colors, bold, etc.)

Keep hazard statements direct, clear and accurate

Follow expected/required guidelines

Reports

Purpose– Document primary or secondary research– Aid decisions, qualify sources and record

work or activities Audience

– Expects summaries, methods, findings– May expect recommendations– Data may be scrutinized– Multiple audiences?

Technique: Basic Format

Front Matter– Cover– Title page– Abstract– Table of contents– List of figures and tables– Executive summary

Technique: Basic Format (cont.)

Introduction– Definition & scope of problem– Background– Methodology– Report organization

Technique: Basic Format (cont.)

Body– Project details (Data, method review)– Conclusion (Analysis of findings)– Recommendations– Notes

Technique: Basic Format (cont.)

Back Matter– Appendices – Glossary– Bibliography/References/Works Cited– Resume/Vitae– Index

Technique: Strategies

Primary research– Clear description of methodology– Summary of data gathered (in body)– Access to full data (usually Appended)– Cross references to other research– Secondary sources used in Background to

add credibility

Technique: Strategies

Secondary research– Verify your sources with clear

documentation– Explain/describe sources as necessary– Use citation style as required or expected

Executive Summary Purpose

– Introduce document– Give synopsis of contents– Persuade reader of validity and importance

of document Audience

– Multiple audiences: technical and non-technical

– Expect summary of major points and findings

– May be read as “stand alone” document

Technique: Basic Format

Mini-document– Organize around major sections of full

document– Condense material into suitable length

“Brochure”– Highlight major sections most relevant to

non-technical audience– Categorize and order by importance to

audience

Technique: Strategies

Length: Usually 1 page, but could be longer (1/16th rule?)

Highlight major sections with headings, bulleted lists, graphics, page design (e.g. multi-column), etc.

Language: Use key words and concepts, Explain technical terms and acronyms

Do NOT “cut and paste” or “summarize by list”