1. CHAPTER 5
Electronic
Messages and
Memorandums
Instructor Only Version
© 2010 Thomson South-Western

2. Applying the Writing Process
Phase 1 Phase 2 Phase 3
• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation
 Do I really need to write?
 What communication channel is best?
 Why am I writing?
 How will the reader react?
 How can I save my reader’s time?
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 2

3. Components of E-Mail and Memos
 Subject Line
© GEORGE FREY / BLOOMBERG NEWS / LANDOV
 Opening
 Body
 Closing
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 3

4. Components of E-Mail and Memos
 Subject Line
 Summarize message clearly and
concisely.
 Avoid meaningless one-word headings,
such as "Help" or "Urgent."
 Opening
 Frontload main idea immediately.
 Avoid reviewing background.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 4

5. Components of E-Mail and Memos
 Body
 Organize information and explanations
logically.
 Cover just one topic.
 Use numbered and bulleted lists.
 Consider adding headings for visual
impact.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 5

6. Components of E-Mail and Memos
 Closing options
 End with action information, dates, and
deadlines.
 Summarize the message.
 Provide a closing thought.
 Avoid overused expressions.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 6

7. Formatting E-Mail Messages
Adobe Acrobat
Open e-mail Document
by clicking
icon at right.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 7

8. Single-space body;
double-space between
Formatting E-Mail Messages paragraphs.
Use angle brackets
for Internet addresses
Dear Dawn: Include a salutation
for a friendly tone.
To speed telephone installation and improve service within the
main facility, we are starting a new application procedure.
Service request forms will be available at various locations
within the three buildings. When you require telephone service,
pick up a request form at your nearest location. Fill in the
Write complete
sentences and use
pertinent facts, obtain approval from your division head, and upper and lower-
send the form to Brent White. case letters.
Please call me at 451-0593 if you have any questions about this
new procedure.
Best,
Jay Murray, Vice President, Facilities and Operations Use a complimentary
Phone: (245) 451-0593 ● Fax: (245) 451-3389 close and include your
E-Mail: jmurray@pro.com contact information.
Mary Ellen Guffey, Essentials of Business Communication, 8e 8e
Mary Ellen Guffey, Essentials of Business Communication, 5,
Chapter 1, Slide 8

9. Using E-Mail Smartly, Safely,
and Professionally
 Getting Started
 Content, Tone, Correctness
 Netiquette
 Reading and Replying
 Personal Use
 Other Smart Practices
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 9

10. Writing Plan for Information and
Procedure E-Mail Messages and Memos
Subject • Summarize the message
line content.
Expand the subject line by stating
Opening the main idea concisely in a full
sentence.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 10

11. Writing Plan for Information and
Procedure E-Mail Messages and Memos
Provide background data and
explain the main idea. In describing
Body a procedure or giving instructions,
use command language (do this,
don't do that).
Request action, summarize the
Closing message, or present a closing
thought.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 11

12. Date: May 1, 200x
Ineffective Information Memo
To:
From:
Department Managers
Waldo Hightower
Subject: Hiring
Faults: summer approaches, we have been thinking about
As
hiring new employees. This is to inform you that we have
1. Starts indirectly with an explanation instead of the main idea.
scheduled three employment interviewing sessions.
2. Does not provide is required at these sessions to help us
Your presence helpful subject line.
3. Fails to develop reader benefits.
avoid making poor selections.
4. Sounds negative ("avoid making poor selections"; "your
presence required"; "should not the threeurge you") first
Please mark your calendar for have to times. The
meeting is May 3 in the conference room. The second
5. Fails to list dates for improved (the conference room was
meeting is May 9 in Office 22
readability.
6. Does not include end date for returning lists.
scheduled). On May 15 we can finish up in the
7. Includes wordy phrasesview of is to inform your projects of the
conference room. In ("This the fact that you," "In view
fact that"). talented new team members, I should not have to
need
urge you to attend and be well prepared.
Please examine all the candidates' résumés and send me
your ranking lists.
Mary Ellen Guffey, Essentials of Business Communication, 8e 8e
Mary Ellen Guffey, Essentials of Business Communication, 5,
Chapter 1, Slide 12

13. Improved1,Information Memo
Date: May 200x
To: Department Managers
From: Waldo Hightower
Improvements:
1. Includes subject line that Employment Interviews memo topic.
Subject: Schedule for
accurately summarizes
2. Openshelp you withtalented new team members for your
To directly find main idea.
3. Looks at subject from reader'sthe following three
projects, we have scheduled perspective.
4. Eliminates wordy expressions.
employment interviewing sessions:
5. Lists dates in columns for improved readability.
May 3 Conference Room
6. Avoids negativity; achieves positive tone throughout.
May 9 Office 22
7. Concludes with end date and reason.
May 15 Conference Room
8. Emphasizes reader's benefits.
Before the meetings, please examine all the candidates’
résumés. Send me your ranking lists before May 1 so
that we can work together to hire the top people you
select.
Mary Ellen Guffey, Essentials of Business Communication, 8e 8e
Mary Ellen Guffey, Essentials of Business Communication, 5,
Chapter 1, Slide 13

14. Writing Plan for Requests
Subject Summarize the request and note
line the action desired.
Begin with the request or a brief
Opening
statement introducing it.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 14

15. Writing Plan for Requests
Provide background, justification,
Body and details. If asking questions,
list them in parallel form.
Request action by a specific
date. If possible, provide a
Closing
reason. Express appreciation, if
appropriate.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 15

16. Writing Plan for Replies
Subject Summarize the main information
line from your reply.
Start directly by responding to the
Opening request with a summary
statement.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 16

17. Writing Plan for Replies
Provide additional information
Body
and details in a readable format.
Add a concluding remark,
summary, offer of further
Closing
assistance, or request for further
action.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 5, Slide 17

18. END
Instructor Only Version
© 2010 Thomson South-Western