ROUTINE MEMOS, E-MAIL MESSAGES and

Minutes

Writing MemosWriting Memos

Why Learn to Write Memos?Why Learn to Write Memos?AlAlthough e-mail has reduced the paperthough e-mail has reduced the paperflow, many professionals continue toflow, many professionals continue towrite memos.write memos.

You will, as a professional, spendYou will, as a professional, spendconsiderable time reading andconsiderable time reading andresponding to memosresponding to memos..

Points to RememberPoints to Remember

Memos are a form of Memos are a form of internalinternalcorrespondence correspondence for employeesfor employees

The format of memos The format of memos differ differ extensivelyextensively from letters from letters

Memo formats may varyMemo formats may vary

Procedure and Information Procedure and Information MemosMemos

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

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

Characteristics of Successful Characteristics of Successful Memos and E-Mail Memos and E-Mail

MessagesMessages Headings: To, From, Date, SubjectHeadings: To, From, Date, Subject Single topicSingle topic Conversational tone-InformalConversational tone-Informal ConcisenessConciseness Visual signallingVisual signalling

HighlightingNumbersBullets

The Writing ProcessThe Writing Process Analyze and anticipate

Research and compose

Revise, proofread, and evaluate

Memo FormattingMemo Formatting

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

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

Indent the lines following bulleted or Indent the lines following bulleted or enumerated items.enumerated items.

Do not include complimentary close Do not include complimentary close or signature.or signature.

Request and Reply MemosRequest and Reply Memos

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

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

Analyze and AnticipateAnalyze and Anticipate

Do I really need to write?Do I really need to write?

What is my purpose?What is my purpose?

How will the reader react?How will the reader react?

Research and ComposeResearch and Compose Check files; collect information. Study relevant documents. Make an outline. Write first draft.

Revise, Proofread, and Revise, Proofread, and EvaluateEvaluate

Revise for clarity.Revise for clarity.

Revise for correctness.Revise for correctness.

Plan for feedback.Plan for feedback.

Organization of MemosOrganization of Memos

Memo headings

Subject line

Opening

Body

Closing

Memo HeadingMemo Heading

To_____________To_____________ From___________From___________ Date___________Date___________ Subject_________Subject_________

Date:_____________Date:_____________ To:_______________To:_______________ From:_____________From:_____________ Subject:__________Subject:__________

Date:_____________Date:_____________ To:_______________To:_______________ From:_____________From:_____________ Through:__________Through:__________ Subject :__________Subject :__________

Subject LineSubject Line

Summarize the main idea.Summarize the main idea.

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

1.1. RequiredRequired

2.2. BriefBrief

3.3. Does not need to be whole sentenceDoes not need to be whole sentence

4.4. Omit articlesOmit articles

5.5. Does not need periodDoes not need period

Subject HeadingsSubject Headings

Photo ID and Security SystemsPhoto ID and Security Systems Photo ID & Security System TrainingPhoto ID & Security System Training Security System TrainingSecurity System Training Proposal for Security SystemProposal for Security System TrainingTraining Staff meetingStaff meeting Staff Meeting to Discuss Summer Staff Meeting to Discuss Summer

Vacation ScheduleVacation Schedule

OpeningOpening

Start directly; restate and amplify Start directly; restate and amplify the main idea.the main idea.

Indirect (ineffective) opening:Indirect (ineffective) opening: This is to inform you that we must complete the This is to inform you that we must complete the

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

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

10 a.m. to work out the annual operating budgets 10 a.m. to work out the annual operating budgets for their departments.for their departments.

BodyBody

Explain and discuss the topic.Explain and discuss the topic. Use graphic highlighting to facilitate Use graphic highlighting to facilitate

reading, comprehension, and reading, comprehension, and retention.retention.

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

ClosingClosing

Request action, including an end date.

Summarize the message, or

Provide a closing thought.

Writing Plan for MemosWriting Plan for Memos

ClosingClosing Requests actionRequests action Summarizes message orSummarizes message or Ends with a concluding Ends with a concluding

statementstatement

Ineffective Ineffective MemoMemo

TO: All EmployeesTO: All Employees

FROM: Robert MendesFROM: Robert Mendes

DATE: January 26, 2004DATE: January 26, 2004

SUBJECT: Retirement SUBJECT: Retirement SeriesSeries

TO: All EmployeesTO: All Employees

FROM: Robert Mendes, EmployeeFROM: Robert Mendes, Employee

Benefits ManagerBenefits Manager

DATE: January 26, 2004DATE: January 26, 2004

SUBJECT: Retirement PlanningSUBJECT: Retirement Planning

Series Begins March 8, 2004Series Begins March 8, 2004

Effective memo

Ineffective MemoIneffective Memo

We are aware that many employees doWe are aware that many employees do

not have sufficient data that relatesnot have sufficient data that relates

to the prospect of their retirement.to the prospect of their retirement.

Many employees who are approachingMany employees who are approaching

retirement age have come to thisretirement age have come to this

office with specific questions aboutoffice with specific questions about

their retirement. It would be muchtheir retirement. It would be much

easier for us to answer all these questions easier for us to answer all these questions

at once, and that is what we will try to do.at once, and that is what we will try to do.

Ineffective MemoIneffective Memo

We would like to answer your questions at aWe would like to answer your questions at aseries of retirement planning sessions in theseries of retirement planning sessions in thecompany conference room. The firstcompany conference room. The firstmeeting is March 8. We will start atmeeting is March 8. We will start at4 p.m., which means that the company is4 p.m., which means that the company isgiving you one hour of released time to giving you one hour of released time to attend this important session. We will meetattend this important session. We will meetfrom 4 to 6 p.m. when we will stop forfrom 4 to 6 p.m. when we will stop fordinner. We will begin again at 7 p.m. anddinner. We will begin again at 7 p.m. andfinish at 8 p.m.finish at 8 p.m.

Ineffective MemoIneffective Memo

We have arranged for three speakers. They We have arranged for three speakers. They

are: our company benefits supervisor, aare: our company benefits supervisor, a

financial planner, and a psychologist whofinancial planner, and a psychologist who

treats retirees who have mental problems.treats retirees who have mental problems.

The three sessions are planned for: The three sessions are planned for:

March 8, April 4, and May 1.March 8, April 4, and May 1.

Improved MemoImproved Memo

Employees who are thinking about retirement are Employees who are thinking about retirement are invited to attend a series of retirement planning invited to attend a series of retirement planning sessions beginning March 8.sessions beginning March 8.

Because many employees are approachingBecause many employees are approaching

retirement age and because they haveretirement age and because they have

questions about specific retirementquestions about specific retirement

problems, we have arranged this series.problems, we have arranged this series.

Improved MemoImproved MemoThe speakers include our company benefitsThe speakers include our company benefitssupervisor, a financial planner, and a psychologist supervisor, a financial planner, and a psychologist

who works with retirees.who works with retirees.

The company is providing released time soThe company is providing released time sothat interested employees may attend thisthat interested employees may attend thisimportant series in the company conferenceimportant series in the company conferenceroom. Three sessions are planned: March 8,room. Three sessions are planned: March 8,April 4, and May 1. They will last from 4 to 8April 4, and May 1. They will last from 4 to 8p.m. with a one-hour dinner break at 6 p.m.p.m. with a one-hour dinner break at 6 p.m.

Improved MemoImproved Memo

To begin planning your successful andTo begin planning your successful and

rewarding retirement, attend the firstrewarding retirement, attend the first

session March 8. Call me at Ext. 345 session March 8. Call me at Ext. 345 before March 1 to let me know if you before March 1 to let me know if you will attend.will attend.

„X Briefly and clearly define the problem.

„X Tell the recipient why he or she should care.

„„X Say what you want the recipient to do.

„X Be quiet.

Writing Writing

E-mailsE-mails

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

To succeed, you must be able to:To succeed, you must be able to: Express yourself concisely and quickly.Express yourself concisely and quickly. Compose at the keyboard.Compose at the keyboard. Understand ethics, courtesy, and privacy Understand ethics, courtesy, and privacy

issues relating to e-mail.issues relating to e-mail. Develop confidence in using e-mail Develop confidence in using e-mail

systems.systems. Think globally.Think globally. Use time management in prioritizing e-mail Use time management in prioritizing e-mail

messages.messages. Write in an error-free style.Write in an error-free style.

Avoid email when…Avoid email when…

Discussing confidential or sensitive Discussing confidential or sensitive mattersmatters

Writing about something that may be Writing about something that may be misinterpretedmisinterpreted

Anger or disappointment may color the Anger or disappointment may color the tone of your messagetone of your message

Immediate or quick attention is needed; Immediate or quick attention is needed; e.g., a spontaneous meetinge.g., a spontaneous meeting

You have to be absolutely sure your You have to be absolutely sure your message was received; e.g., policy changemessage was received; e.g., policy change

Composing email messagesComposing email messages

Headings SubjectsHeadings Subjects

SalutationSalutation

BodyBody

ClosingClosing

Composing email messagesComposing email messages

Match your conversational styleMatch your conversational style Use one mail for one message. It makes Use one mail for one message. It makes

replying, sorting, and filing much easier.replying, sorting, and filing much easier. Keep messages short; computer screens Keep messages short; computer screens

are hard to readare hard to read Use paragraphs and white space to help Use paragraphs and white space to help

the readerthe reader Type in sentence case. All uppercase is Type in sentence case. All uppercase is

hard to read and equates to yellinghard to read and equates to yelling

Composing email messagesComposing email messages Avoid unusual formats, rich text, HTML Avoid unusual formats, rich text, HTML

(see the next slide) (see the next slide) Use good business writing guidelines for Use good business writing guidelines for

organization, grammar, spelling, organization, grammar, spelling, punctuation. Email creates an image punctuation. Email creates an image about who you areabout who you are

Proofread and edit all messagesProofread and edit all messages Keep your readers’ email skills in mind. Keep your readers’ email skills in mind.

Unfortunately, not all readers know Unfortunately, not all readers know they can change their views, open a they can change their views, open a message, or that the scroll bar helps to message, or that the scroll bar helps to read long message.read long message.

Unusual formatsUnusual formats

May not look professionalMay not look professional May not “translate” between systems May not “translate” between systems

May be very hard to readMay be very hard to read Distract the reader from messageDistract the reader from message

What you see, isn’t necessarily what they What you see, isn’t necessarily what they get get (screen view/pane sizes)(screen view/pane sizes)

Openings and closingsOpenings and closings

Match the tone of your message just Match the tone of your message just as you would in a letteras you would in a letter

Maintain professionalismMaintain professionalism If in doubt, use a more formal If in doubt, use a more formal

approachapproach• Hello vs. HeyHello vs. Hey• Dear Mr. Soandso vs. no salutation Dear Mr. Soandso vs. no salutation • ThanksThanks• SincerelySincerely

Common courtesyCommon courtesy Use “please” and “thank you” liberallyUse “please” and “thank you” liberally Do not expect immediate answersDo not expect immediate answers Copy only those who Copy only those who reallyreally need to need to

knowknow Do not forward mail that might Do not forward mail that might

embarrass the original senderembarrass the original sender Do not overuse abbreviations, Do not overuse abbreviations,

emoticons, quotes, capital letters, emoticons, quotes, capital letters, punctuationpunctuation

Do not use “reply all” unless Do not use “reply all” unless reallyreally necessarynecessary

Don’t send or forward “junk mail”Don’t send or forward “junk mail”

Email is not private or secureEmail is not private or secure Do not send confidential Do not send confidential

informationinformation Do not send credit card, social Do not send credit card, social

security, purchase order, and security, purchase order, and similar numberssimilar numbers

Do not send any message that you Do not send any message that you wouldn’t want appearing on the wouldn’t want appearing on the front page of a newspaperfront page of a newspaper

Be aware that deleted messages Be aware that deleted messages may reside on the server for long may reside on the server for long timetime

Replying to othersReplying to others Respond in a timely fashion Respond in a timely fashion Use “reply all” judiciouslyUse “reply all” judiciously Respond only if neededRespond only if needed Maintain conversation “threads” by Maintain conversation “threads” by

using “reply” instead of making a new using “reply” instead of making a new messagemessage

Use quotes (>) to indicate specific Use quotes (>) to indicate specific material from the previous messagematerial from the previous message• Quote from the last mail Quote from the last mail > agree to hire a > agree to hire a

temp? temp? • Your answer to the question: Your answer to the question: Yes, I do.Yes, I do.

AttachmentsAttachments Attachments can be: documents, Attachments can be: documents,

spreadsheets, text files, images, spreadsheets, text files, images, Acrobat PDF files, WAV files, data files Acrobat PDF files, WAV files, data files

Different platforms/systems may show Different platforms/systems may show different format resultsdifferent format results

The receiver of the message must own The receiver of the message must own the software required to open an the software required to open an attachmentattachment

Attachments on forwarded messages Attachments on forwarded messages may not stay attachedmay not stay attached

Be careful of file sizes; use zip files for Be careful of file sizes; use zip files for extra large attachmentsextra large attachments

Managing your mailManaging your mail Avoid printing emails unnecessarily. Avoid printing emails unnecessarily.

Set up an electronic filing systemSet up an electronic filing system Delete read mail regularly from the Delete read mail regularly from the

“in box” to improve system “in box” to improve system efficiencyefficiency

Delete unnecessary “sent” mail Delete unnecessary “sent” mail Use appropriate views to help keep Use appropriate views to help keep

your mail private in open office your mail private in open office situations situations

Smart E-Mail PracticesSmart E-Mail Practices Get the address right.Get the address right. Avoid misleading subject lines.Avoid misleading subject lines. Be concise.Be concise. Do not send anything you wouldn’t Do not send anything you wouldn’t

want published.want published. Do not use e-mail to avoid contact.Do not use e-mail to avoid contact. Never respond when you are angry.Never respond when you are angry.

Smart E-Mail PracticesSmart E-Mail Practices Care about correctness. Resist humour and tongue-in-cheek

comments. Use design elements to improve

readability of longer messages. Consider cultural differences. Protect against e-mail break-ins..

Writing Writing MINUTES MINUTES

Writing Minutes of MeetingsWriting Minutes of Meetings About minutesAbout minutes

Can be defined as a written record of the Can be defined as a written record of the business transacted at a meeting.business transacted at a meeting.

May well have some legal and authoritative May well have some legal and authoritative force.force.

Must summarize the major contributions to the Must summarize the major contributions to the discussion in such a way that each speaker’s discussion in such a way that each speaker’s interactions are recordedinteractions are recorded

Must be clear about what the speaker “meant”, Must be clear about what the speaker “meant”, not just what the individual “said”not just what the individual “said”

The process of minutes writing is a process of The process of minutes writing is a process of interpretation, not just repetitioninterpretation, not just repetition

Format for Writing Minutes Format for Writing Minutes

Date and place listed Date and place listed Names of the participants Names of the participants All the main points are summarized All the main points are summarized

and numbered and numbered Avoid bias when recording items Avoid bias when recording items

See pages 62-63See pages 62-63

Writing Minutes of Meetings (cont’d)Writing Minutes of Meetings (cont’d)

Elements to be included in a minutes:Elements to be included in a minutes:

1.1. HeadingHeading (including where and when the meeting was (including where and when the meeting was held)held)

2.2. PresentPresent (who was there) (who was there)3.3. Apologies of AbsenceApologies of Absence4.4. Minutes of the previous meetingMinutes of the previous meeting (note any corrections (note any corrections

and state the minutes were accepted as a true record and state the minutes were accepted as a true record of the meeting [with the above corrections, where of the meeting [with the above corrections, where applicable])applicable])

5.5. Statements of what actually occurredStatements of what actually occurred at the meeting at the meeting6.6. Any Other BusinessAny Other Business (AOB) (AOB)7.7. Who was the Who was the chairpersonchairperson and who the and who the secretarysecretary8.8. The The time the meeting adjournedtime the meeting adjourned and when the next and when the next

meeting is to take placemeeting is to take place

Writing Minutes of Meetings (cont’d)Writing Minutes of Meetings (cont’d)

Check that the minutesCheck that the minutes

1.1. Provide a true, impartial and balance account of Provide a true, impartial and balance account of the proceedings;the proceedings;

2.2. Are written in clear, concise and Are written in clear, concise and unambiguous language;unambiguous language;

3.3. Are concise and accurate;Are concise and accurate;

4.4. Follow a method of presentation which Follow a method of presentation which helps the reader assimilated the content.helps the reader assimilated the content.

Writing Minutes of Meetings (cont’d)Writing Minutes of Meetings (cont’d)

Types of minutes writing:Types of minutes writing:

Narrative minutes Narrative minutes 1.1. A summary of the discussion leading up to a decision.A summary of the discussion leading up to a decision.

Useful for meetings that a more detailed record of the Useful for meetings that a more detailed record of the discussion preferable.discussion preferable.

2.2. Resolution minutes Resolution minutes 3.3. Actual resolutions are emphasized, but only give brief Actual resolutions are emphasized, but only give brief

details of the discussion itself.details of the discussion itself.4.4. Opinions stated, conflicts among members and Opinions stated, conflicts among members and

disagreements are treated off-record.disagreements are treated off-record.5.5. Action minutes Action minutes 6.6. Record the decision made on the issue and the action Record the decision made on the issue and the action

(what) to be taken (by whom) and (when).(what) to be taken (by whom) and (when).

Distribution of Meeting Minutes Distribution of Meeting Minutes

Send the minutes the next day Send the minutes the next day Copy all relevant individuals Copy all relevant individuals Make sure the chair person approves Make sure the chair person approves

the minutes the minutes Update the status of issues Update the status of issues Provide updated minutes to meeting Provide updated minutes to meeting

attendants prior to follow up attendants prior to follow up meetings meetings