1. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memorandums and E-mail C H A P T E R 5

2. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Learning Objectives u Distinguish between direct and indirect writing strategies. u Recognize functions, characteristics, and kinds of internal messages. u Write memos and e-mail messages that deliver information.

3. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Learning Objectives u Write memos and e-mail messages that make requests. u Apply techniques for emphasizing important points in lists. u Write memos and e-mail messages that respond to other documents.

4. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Functions Memorandums (memos) and electronic mail (e-mail) are used primarily to deliver information within an organization. They: u Explain policies, procedures, guidelines u Make announcements u Request information u Follow up conversations u Provide written record u Replace meetings

5. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Characteristics of Successful Memos u Headings - To, From, Date, Subject u Single topic u Conversational tone u Conciseness

6. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Forms of Internal Messages u Standard memos (printed) Memo To: From: Date: Subject:

7. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Forms of Internal Messages u Electronic mail memos (e-mail) Memo

8. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning E-Mail When composing electronic messages: u Upload from word processing program. u Provide descriptive subject line. u Keep lines, paragraphs, messages short. u Don’t automatically include sender’s message. u Care about correctness. u Avoid sensitive messages.

9. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Direct Strategy u Big Idea First u Details or Explanation u Closing Thought

10. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning The Direct Strategy Advantages of starting with main idea u Saves time for reader u Enables readers to develop proper mind-set u Helps writer organize message logically

11. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Writing Plan for Memos u Subject line - summarizes memo contents u First sentence - states the main idea u Body - provides background and explains main idea u Closing - requests action, summarizes message, or presents closing thought

12. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Write the Subject Line u Try to summarize contents of memo u Make subject line brief and meaningful u attract attention u create a clear and accurate picture To: From: Date: Subject: COPIER OPERATION GUIDELINES

13. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Begin with the Main Idea u Start directly; restate and amplify the main idea. u Indirect opening: This is to inform you that we have received documentation from the copier company. Over the past few months many of you have had problems with the operation of the copier. u Direct opening: ADC Business Machines has presented the following guidelines for copier operation.

14. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Explain in the Body u Explain and discuss the topic. u Use graphic highlighting to facilitate reading, comprehension, and retention. u Consider columns, headings, enumerations, bulleted lists, and so forth. u Group similar ideas together. u Use an informal tone, conversational language and occasional personal pronouns.

15. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Explain in the Body ADC Business Machines has presented the following guidelines for copier operation. 1. Enter the numeric code. 2. Enter the number of copies desired. 3. Select the duplex code. 4. Select the sorting code. 5. Press start.

16. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Close the Memo u Request action, including an end date. u Summarize the message, or u Provide a courteous closing thought. Using these guidelines should make operating the copier easier and more efficient.

17. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Improve Readability with Lists u List items must be parallel u Ineffective: The payroll department requested hiring - A manager functioning as a supervisor - Payroll clerks - People who do clerical work

18. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Improve Readability with Lists u Effective: The payroll department requested hiring - Supervising managers - Payroll clerks - Clerical assistants

19. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Improve Readability with Lists u Use complete introductory words u Ineffective: Mr. Haugen’s plan is - To hire knowledgeable service people. - To have people familiar with products. - To hire smart employees who learn quickly.

20. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Improve Readability with Lists u Effective: Mr. Haugen’s plan is to hire new service people who are - Knowledgeable - Familiar with products - Smart and learn quickly

21. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Improve Readability with Lists u Use a colon after most list introductions u Do not use a colon if (1) the list items follow a verb or preposition or (2) another sentence precedes the list.

22. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Improve Readability with Lists u Ineffective: Her reference manuals include: a dictionary, a thesaurus, and an office reference manual. u Effective: Her reference manuals include the following: a dictionary, a thesaurus, and an office reference manual.

23. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Improve Readability with Lists u Omit punctuation after any item listed vertically. u Capitalize the initial letter of any item listed vertically. The payroll department requested hiring - Supervising managers - Payroll clerks - Clerical assistants

24. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Types of Memos and E-mail Messages u Informing u Requesting u Responding u Persuading

25. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Inform u Routine messages that deliver company information and describe procedures. u Should be clear, and concise. u Tone is important.

26. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Inform TO: Andrea Deslauriers DATE: August 12, 200x Operations Manager FROM: Steven W. Wu Mail Service Supervisor SUBJECT: Your April 30 Memo about Reducing Mail Costs As you requested, here is a brief summary of three measures Mail Services is taking to reduce overall mailing costs. Explain organizational policies, procedures, and guidelines. Tells what the memo is about.

27. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Inform Eliminating Duplicate Addresses. For mass mailings we’re redoubling our efforts to locate duplicate entries, particularly when we merge multiple mailing lists. Limiting Envelope Size. We’re asking all departments to use the smaller company envelopes where possible. Larger envelopes cost more. Using Presorting Discounts. To take advantage of first-and third-class discounts, we’re considering presorting large mailings by postal code and by carrier route. Summarizes the three measures.

28. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Inform These are cost-reduction steps we’ve taken thus far. If you’d like more detailed information, I’d be happy to talk with you about our efforts or to prepare a more formal report. Closes with a brief summary and a closing thought.

29. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Request u Memo requests for information and action follow the direct pattern. u Memo requests that may encounter resistance follow the indirect pattern u Requests should be courteous. u Requests should include an end date with a reason

30. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Request TO: All Employees DATE: Current FROM: Mary Medeiros, Human Resources SUBJECT: Survey for PowerPoint Training Please answer the survey below about possible dates and times for conducting a PowerPoint training seminar. Many of our supervisors have asked if the Training Department could conduct a PowerPoint seminar during the week. Should encourage cooperation. Prepares reader by describing the main idea.

31. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Request Your answers to the following survey will help the trainers offer such a seminar. Check the day of week and the time you could attend. u ___ Monday ___ Wednesday ___ Friday u ___ 8-12 ___ 1-5 ___ 6-10 Explains reason behind request and provides details.

32. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Request Your individual responses are requested by May 10 so that seminar dates and times can be set at the next Training Department meeting on May 13. Closes with end date and reason.

33. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Respond u Collect necessary information u Organize your thoughts. u Make a brief outline of points you will cover

34. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Respond TO: Mary Medeiros FROM: Training Department DATE: Current SUBJECT: Results of PowerPoint Survey Here are the responses to the survey requesting the days of the week and times of the day that company supervisors could attend a PowerPoint training seminar. Opens with summary of main idea and reference to previous message.

35. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Respond DaysResponses Monday12 Wednesday 4 Friday 0 TimesResponses 8 - 122 1 - 513 6 - 101 Presents responses in order of original request. Uses underlining to emphasize and clarify groupings.

36. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memos that Respond I think the seminar should be held on Mondays from 1 to 5 p.m. Let me know if I can provide any additional information for seminar planning. Closes with re-assuring remark and offers further assistance.

37. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memo Checklist Does your memo... 1. Follow correct form? (TO, FROM, DATE, SUBJECT) 2. Contain a subject line that summarizes the memo clearly but in abbreviated language? 3. Start with the main idea in the first paragraph? 4. Provide explanation and amplification in the body?

38. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Memo Checklist Does your memo... 5.Close with one of the following: a. A specific request for action b. A summary of the memo c. A concluding statement 6.Contain any misspelled words? 7.Use correct punctuation?

39. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning E-Mail Tips u Include a descriptive subject line. u Provide personal identification. u Capture attention immediately. u Paragraph for readability. u Maintain standards of correctness. u Check e-mail regularly.

40. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill Answer the following questions. 1.List three functions of a memo. 1) 2) 3)

41. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill Answer the following questions. 1.List three functions of a memo. 1) Follow up conversations 2) Make announcements 3) Request information Provide written record Replace meetings Explain policies, procedures, guidelines

42. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 2. List the headings used for a memo. a. b. c. d.

43. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 2. List the headings used for a memo. a. To b. From c. Date d. Subject

44. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 3. List the three elements of the direct writing strategy. 1) 2) 3)

45. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 3. List the three elements of the direct writing strategy. 1) Start with main idea 2) Follow with details and explanation 3) End with closing thought

46. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 4. What part of a memo summarizes memo contents? a. Subject line b. First sentence c. Body d. Closing

47. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 4. What part of a memo summarizes memo contents? a. Subject line b. First sentence c. Body d. Closing

48. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 5. What part of a memo provides background data and explains the main idea? a. Subject line b. First sentence c. Body d. Closing

49. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 5. What part of a memo provides background data and explains the main idea? a. Subject line b. First sentence c. Body d. Closing

50. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 6. What part of a memo requests action, summarizes the message, or presents the closing thought? a. Subject line b. First sentence c. Body d. Closing

51. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 6. What part of a memo states the main idea? a. Subject line b. First sentence c. Body d. Closing

52. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 7. What part of a memo requests action, summarizes the message, or presents the closing thought? a. Subject line b. First sentence c. Body d. Closing

53. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning Try Your Skill 7. What part of a memo requests action, summarizes the message, or presents the closing thought? a. Subject line b. First sentence c. Body d. Closing

54. Essentials of Business Communication Third Canadian Edition by Mary Ellen Guffey and Brendan Nagle Copyright 2000 Nelson Thomson Learning