The benefits of developing skill in writing memos and e-mail messages
• 1. Well-written documents are likely to achieve their goals
• 2. Well-written documents enhance your image within the organization (these person will be noticed, rewarded, and promoted )
Characteristics of successful memos and e-mail messages
• 1. To, from, date, subject headings
• 2. Single topic: discuss only one topic
• 3. Conversational tone: the tone of memos and e-mail messages should be conversational, professional.(not emotional)
• 4. Conciseness: the messages contain only what’s necessary to convey meaning and be courteous.(to eliminate wordiness)(what’s the difference between letters and memos here?)
• Graphic highlighting: to make important ideas stand out and to improve readability, memo and e-mail writers make liberal use of graphic highlighting techniques.(numbered and bulleted lists and headings )
Writing process of memos and e-mail messages
• 3x3 writing process:
• 1.(analysis, anticipation, and adaptation) ask yourself three questions: I. Do I really need to write this memo or e-mail ?
II. Why am I writing ? III. How will the reader react?
2.( Research, organization, and composition)check the files, gather documentation, and prepare your message
3. (revision, proofreading, and evaluation) I. Revise for clarity II. Proofread for correctness III. Plan for feedback(evaluate the success of their communication)
Organization of memos and e-mail messages
• 1. Subject line : summarize the central idea.
• 2. Opening: most direct memos convey non-sensitive information and thus frontload the main idea in the opening .
• 3. Body: provides more information about the reason for writing. It explains and discuss the subject logically
(to explain more clearly, what techniques can you use ?)
4. Closing: I.action information including dates and deadlines II. A summary III. A closing thought
How to use e-mail effectively
• Get the address right; avoid misleading subject lines; be concise; don’t send anything you wouldn’t want published;
don’t use e-mail to avoid contact; never respond when you are angry;
care about correctness; resist humor and tongue-in-cheek comments; limit any tendency to send blanket copies; use design to improve readability of longer messages; consider cultural differences;
double check before hitting the send button; protect against e-mail break-ins.
Formatting e-mail messages
• Guide words: to, from, date, subject, cc, Bcc,attached.
• Salutation: I. To company insiders, salutations were omitted. II. To outsiders, salutation should be included, such as dear linlee.( or put it in the first sentence )
• Body: cover just one topic, and try to keep the total message under three screens in length.
• Closing lines: the writer’s name, title, e-mail address, and organization.
Three kinds of memos and e-mail messages
• 1. Information and procedure memos and e-mail messages
----- deliver information or outlining procedures
• 2. Request and reply memos and e-mail messages
----- requesting action or information; reply to requests
• 3. Confirmation memos and e-mail messages
----- create a permanent record of oral decisions, directives, and discussions
Procedure and information memos and e-mail messages
• It flows downward and convey clear information about daily operations
• It includes : clear subject line, direct opening, concise explanation, and action closing
• The primary function: convey your idea so clearly that no further explanation is necessary.
Request and reply memos and e-mail messages
• It follows the direct pattern in seeking or providing information
• Request memos:
Opening : I. Ask the most important question first, followed by an explanation and then the other questions II. Use a polite command, such as please answer the following questions regarding …
Body: explain and justify your request
Closing : include an end date to promote a quick response
Request and reply memos and e-mail messages
• Reply memos:
Opening : start directly by responding to the writer’s request(we are happy to assist you in …)
Body: provide the information requested in a logical and coherent order ; in providing additional data, use familiar words, short sentences , short paragraphs and active-voice verbs; if further action is required, be specific in spelling it out.
Closing : provides deadline and reason.
Confirmation memos and e-mail messages
• I. Confirm an oral agreement :1. include names and titles of involved individuals 2. Itemize major issues or points concisely 3. Request feedback regarding unclear or inaccurate points
• II. Verify receipt of materials or a change of schedule . It is brief and often kept on file to explain your role in a project. you will have a record of the explanation.
( Legitimate memos that confirm and clarify events have saved many thoughtful workers from being misunderstood or blamed unfairly.) |