1. Chapter 5 Memorandums and E-Mail Ch. 5-1

2. Smart E-Mail Practices Getting Started Consider composing off-line Verify the receiver’s address Use concise subject lines Ch. 5-2

3. Smart E-Mail Practices Content, Tone, Correctness Be concise. Don’t send anything you wouldn’t want published. Don’t use e-mail to avoid contact. Never respond when you’re angry. Care about correctness. Resist humour. Ch. 5-3

4. Smart E-Mail Practices Netiquette 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 titles Announce attachments Ch. 5-4

5. Smart E-Mail Practices Netiquette Seek permission before forwarding. Scan all messages before replying to each individually. Don’t automatically return the sender’s message. Revise the subject line if the topic in a series of messages (a “thread”) changes. Ch. 5-5

6. Smart E-Mail Practices Personal Use Don’t use company computers for personal matters Assume that all e-mail is monitored Ch. 5-6

7. Smart E-Mail Practices Other Smart Practices Design longer messages carefully to improve readability Consider cultural differences Double-check before hitting the Send button Ch. 5-7

8. Formatting E-Mail Messages Guide Words To: Consider keying receiver’s full name with e-mail address in angle brackets (Brigitte LaRue ) From: Entered automatically Date: Entered automatically Subject: Include meaningful topic summary Ch. 5-8

9. Formatting E-Mail Messages Salutation Options No salutation “Narinder,” “Dear Narinder,” “Hi,” or “Good morning!” Include name in first line (“Thanks, Narinder, for your help...”). Ch. 5-9

10. Formatting E-Mail Messages Body Cover one topic only Use uppercase and lowercase letters Use short line length if message will be forwarded Ch. 5-10

11. Formatting E-Mail Messages Closing Consider complimentary closing such as “Best” or “Cheers” Include your name and identification– especially for messages to outsiders Ch. 5-11

12. Sample E-Mail Message Ch. 5-12 Date: September 3, 2001 9:05:12 AM EST To: Matt Ferranto From: Brooke Johnson Subject: SUPERVISING TWO WORK PLACEMENT STUDENTS Matt: You will be assigned two work placement students to work in your department from September 20 through November 30. As part of their supervision, you will be expected to do the following: * Develop a work plan describing their duties.

13. Sample E-Mail Message Ch. 5-13 * Supervise their work to ensure positive results. * Assess their professionalism in completing all assigned work. Please examine the packet being sent to 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 (continued)

14. Formatting Hard-Copy Memos Guide Words Double-space “Date,” “To,” “From,” and “Subject.” Align all words after the colon following “Subject” Top Margin Full sheet–start on line 13 Half sheet–start on line 7 Side Margins Leave 3 cm to 5 cm (1 to 1¼ inches). Spacing Single-space. Ch. 5-14

15. Sample Hard-Copy Memo Ch. 5-15 Comtec Enterprises line 13Interoffice Memo Date: September 3, 2001 1 blank line To: Matt Ferranto From: Brooke Johnson Subject: SUPERVISING TWO WORK PLACEMENT STUDENTS 2 blank lines You will be assigned two work placement students to work in your department from September 20 through November 30. As part of their supervision, you will be expected to do the following: * Develop a work plan describing their duties. * Supervise their work to ensure positive results. Assess their professionalism in completing all assigned work.

16. Writing Plan for Routine Memos and E-Mail Messages Subject line:Summarize memo contents. Opening:State the main idea. Body:Provide background data and explain the main idea. Closing: Request action, summarize the message, or present a closing thought. Ch. 5-16

17. Improving Memo Readability With Listing Techniques Parallelism Instead of this: Workers were nervous, stressed, and full of preoccupation. Try this: Workers were nervous, stressed, and preoccupied. Ch. 5-17

18. Improving Memo Readability With Listing Techniques Instructions Instead of this: To clean the printer, you should first disconnect the power cord. Then you open the front cover, and the printer area should be cleaned with a soft, dry cloth. Try this: To clean the printer: Disconnect the power cord Open the front cover Clean the printer area with a soft, dry cloth Ch. 5-18

19. Improving Memo Readability With Listing Techniques Headings Instead of this: On April 3 we will be in Toronto, and the speaker is Troy Lee. On May 20 we will be in Calgary, and the speaker is Erin Win. Try this: DATE CITY SPEAKER April 3 Toronto Troy Lee May 20 Calgary Erin Win Ch. 5-19

20. Improving Memo Readability With Listing Techniques Within Sentences Instead of this: Our team constantly tries to achieve our goals, customer service must be improved, and our production targets must be hit. Try this: Our team constantly tries to (a) achieve our goals, (b) improve customer service, and (c) hit our production targets. Ch. 5-20

21. Improving Memo Readability With Listing Techniques Bulleted Items Instead of this: At the AutoSelect Web site, we let you compare car prices, you can research the best financing, and you can learn about leasing. Try this: At the AutoSelect Web site, you can: Compare car prices Research best financing Learn about leasing Ch. 5-21

22. Improving Memo Readability With Listing Techniques Paragraph Headings Instead of this: The next topic is vacations. A new vacation schedule will be available in two weeks. Try this: Vacations A new vacation schedule will be available in two weeks. Ch. 5-22

23. Try Your Skill Arrange the following in a concise, bulleted list. In the next training session, the trainer will demonstrate how to use video conferencing, how to share multiple programs, and how to maintain an Internet directory. The next training session will demonstrate: Video conferencing Sharing multiple programs Maintaining an Internet Directory Ch. 5-23

24. Try Your Skill Improve the readability of the following: In preparing for an employment interview, you should begin by studying the job description. Itemizing your most strategic skills and qualifications is also important. Giving responses in a mock interview is another good practice technique. Last, you should be prepared to ask relevant questions. You can prepare for interviews by doing the following: Study the job description Itemize your most strategic skills and qualifications Practice giving responses in a mock interview Prepare to ask relevant questions Ch. 5-24