Chapter 8

Routine E-Mail
Messages and Memos

Mary Ellen Guffey, Business Communication: Process and Product, 4e

Copyright © 2003
 Characteristics of Successful
E-Mail Messages and Memos
• Headings: Date, To, From, Subject

• Single topic

• Conversational tone

• Conciseness

• Graphic highlighting
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 2
 The Writing Process
• Analyze and anticipate

• Research and compose

• Revise, proofread, and evaluate

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 3
 Analyze and Anticipate
• Do I really need to write?

• What is my purpose?

• How will the reader react?

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 4
 Research and Compose
• Check files; collect information.

• Study relevant documents.

• Make an outline.

• Write first draft.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 5
 Revise, Proofread, and
Evaluate
• Revise for clarity.
• Revise for correctness.
• Plan for feedback.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 6
 Organization of Memos
• Subject line

• Opening

• Body

• Closing

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 7
 Subject Line
• Summarize the main idea.
Example: Budget Meeting June 3, 10 a.m.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 8
 Opening
• Start directly; restate and amplify the
main idea.
• Indirect (ineffective) opening:
This is to inform you that we must complete the annual
operating budgets shortly. Over the past two months many
supervisors have met to discuss their departmental needs.

• Direct (effective) opening:

All supervisors and coordinators will meet June 3 at 10 a.m. to
work out the annual operating budgets for their departments.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 9
 Body
• Explain and discuss the topic.
• Use graphic highlighting to facilitate
reading, comprehension, and retention.
• Consider columns, headings,
enumerations, bulleted lists, and so
forth.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 10
 Closing
• Request action, including an end date.
• Summarize the message or provide a
closing thought.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 11
 Formatting Hard-Copy Memos
• Leave side margins of about 1¼ inches.
• Line up all heading words with those
following Subject.
• Indent lines following bulleted or
enumerated lines.
• Use ragged line endings, not justified.
• Don’t include complimentary close or
signature.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 12
 Leave side margins of about
1¼ inches.
DATE:
DATE: Current
Current
TO:
TO: Rob
RobMontaine
Montaine
FROM:
FROM: Heidi
HeidiChan
Chan
SUBJECT:
SUBJECT: FORMATTING
FORMATTINGAND ANDSTATIONERY
STATIONERY
FOR MEMOS
FOR MEMOS
1¼ inch Welcome
WelcometotoMultimedia,
Multimedia,Rob!
Rob!I’m
I’mpleased
pleasedtotobe
beable
abletoto 1¼ inch
margin answer
answeryour
yourquestions
questionsabout
aboutformatting
formattingand
andstationery
stationery margin
for memos in the organization.
for memos in the organization.
Please
Pleaseexamine
examinethe
theenclosed
enclosedsamples
samplesand
andcall
callme
meififyou
you
have additional questions.
have additional questions.
Enclosures
Enclosures

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 13
 Line up all heading words
with those following Subject.
DATE:
DATE: Current
Current
TO:
TO: Rob
RobMontaine
Montaine
FROM:
FROM: Heidi
HeidiChan
Chan
SUBJECT:
SUBJECT: FORMATTING
FORMATTINGAND ANDSTATIONERY
STATIONERY
FOR MEMOS
FOR MEMOS
Welcome
WelcometotoMultimedia,
Multimedia,Rob!
Rob!I’m
I’mpleased
pleasedtotobe
beable
abletoto
answer
answeryour
yourquestions
questionsabout
aboutformatting
formattingand
andstationery
stationery
for memos in the organization.
for memos in the organization.
Please
Pleaseexamine
examinethe
theenclosed
enclosedsamples
samplesand
andcall
callme
meififyou
you
have additional questions.
have additional questions.
Enclosures
Enclosures

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 14
 Indent lines following bulleted
or enumerated lines.
••Interoffice
Interofficememo
memostationery
stationerymay
maybe
beused
usedby
by
any
anyemployee.
employee.
••Plain
Plainpaper
paperororletterhead
letterheadstationery
stationerymay
mayalso
alsobe
be
used
usedfor
formemos,
memos,so solong
longasasthe
theheadings
headingsTO,
TO,
FROM,
FROM,DATE,
DATE,and andSUBJECT
SUBJECTare areincluded.
included.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 15
 Don’t include complimentary
close or signature.
Welcome
WelcometotoMultimedia,
Multimedia,Rob!
Rob!I’m
I’mpleased
pleasedtotobe
beable
abletoto
answer
answeryour
yourquestions
questionsabout
aboutformatting
formattingand
andstationery
stationery
for memos in the organization.
for memos in the organization.
Please
Pleaseexamine
examinethe
theenclosed
enclosedsamples
samplesand
andcall
callme
meififyou
you
have additional questions.
have additional questions.
Enclosures
Enclosures
Sincerely,
Sincerely,

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 16
 Don’t include complimentary
close or signature.
Welcome
WelcometotoMultimedia,
Multimedia,Rob!
Rob!I’m
I’mpleased
pleasedtotobe
beable
abletoto
answer
answeryour
yourquestions
questionsabout
aboutformatting
formattingand
andstationery
stationery
for memos in the organization.
for memos in the organization.
Please
Pleaseexamine
examinethe
theenclosed
enclosedsamples
samplesand
andcall
callme
meififyou
you
have additional questions.
have additional questions.
Enclosures
Enclosures
Sincerely,
Sincerely,

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 17
 Don’t include complimentary
close or signature.
Welcome
WelcometotoMultimedia,
Multimedia,Rob!
Rob!I’m
I’mpleased
pleasedtotobe
beable
abletoto
answer
answeryour
yourquestions
questionsabout
aboutformatting
formattingand
andstationery
stationery
for memos in the organization.
for memos in the organization.
Please
Pleaseexamine
examinethe
theenclosed
enclosedsamples
samplesand
andcall
callme
meififyou
you
have additional questions.
have additional questions.
Enclosures
Enclosures

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 18
 Formatting E-Mail Messages
• Enclose the receiver’s address in angle
brackets.
• Include a salutation (such as Dear
Dawn, Hi Dawn, or Greetings), or weave
the receiver’s name into the first
sentence.
• Use word-wrap rather than pressing
Enter at line endings.
• Single-space within paragraphs and
double-space between paragraphs.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 19
 Formatting E-Mail Messages
• Write in complete sentences, and use
upper and lowercase letters.
• Include a signature block, especially for
messages to outsiders.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 20
 Formatting E-Mail Messages

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 21
 Kinds of Memos
• Procedure and Information Memos

• Request and Reply Memos

• Confirmation Memos

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 22
 Procedure and Information
Memos
• These routine messages usually flow
downward; they deliver company
information and describe procedures.
• Tone is important; managers seek
employee participation and
cooperation.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 23
 Request and Reply Memos
• Memo requests for information and
action follow the direct pattern.
• Memo replies are also organized
directly with the most important
information first.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 24
 Request Memo
“Before” Version

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 25
 Request Memo: “Before” Version

DATE:
DATE:Current
Current
TO:
TO:Kim
KimJohnson,
Johnson,Corporate
CorporateCommunications
Communications
FROM:
FROM:Tim
TimRudolph,
Rudolph,CEO
CEO
SUBJECT:
SUBJECT:NEW
NEWPOLICY
POLICY
This
Thismemo
memoisiswritten
writtento
toinform
informyou
youthat
thatIIcontinue
continueto
toreceive
receive
disturbing
disturbingreports
reportsabout
aboutthe
themisuse
misuseof
ofe-mail
e-mailbybyemployees.
employees.
In
Inthe
thecourse
courseofofthe
thepast
pastthree
threemonths
monthsIIhave
haveheard
heardof
of
defamatory
defamatorymessages,
messages,downloads
downloadsofofpornography
pornographyforforall
allthe
the
staff
staffto
tosee,
see,and
andeven
evenaabasketball
basketballpool
poolthat
thatturned
turnedinto
intoaa
gambling
gamblingoperation.
operation.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 26
 Request Memo: “Before” Version

In
Inview
viewofofthe
theforegoing,
foregoing,IIamamherewith
herewithinstructing
instructingyour
your
office
officethat
thatan
ane-mail
e-mailpolicy
policyfor
forthe
thestaff
staffisisneeded.
needed.By By
October
October11aarough
roughdraft
draftof
ofaapolicy
policyshould
shouldbe beforthcoming.
forthcoming.
At
Atthe
thevery
veryminimum
minimumititshould
shouldinform
informeach
eachandandevery
every
employee
employeethat
thate-mail
e-mailisisfor
forbusiness
businessonly.
only.Employees
Employeesmustmust
be
betold
toldthat
thatwe
wereserve
reservethe
theright
rightto
tomonitor
monitorall allmessages.
messages.NoNo
pictures
picturesshould
shouldbe bein
inthe
thee-mail
e-mailsystem
systemwithout
withoutthere
therebeing
beingaa
valid
validreason.
reason.And
Andwe weshould
shouldnot
notbe
beusing
usinge-mail
e-mailto tobe
besaying
saying
anything
anythingabout
aboutpersonnel
personnelmatters--such
matters--suchas asperformance
performance
reviews
reviewsand
andsalaries.
salaries.
IfIfyou
youhave
haveany
anyquestions,
questions,do
donot
nothesitate
hesitateto
tocall.
call.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 27
 Request Memo
“After” Version

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 28
 Request Memo: “After” Version

DATE:
DATE: Current
Current
TO:
TO: Kim
KimJohnson,
Johnson,Corporate
CorporateCommunications
Communications
FROM:
FROM: Tim
TimRudolph,
Rudolph,CEO
CEO
SUBJECT:
SUBJECT: DEVELOPING
DEVELOPINGSTAFF
STAFFE-MAIL
E-MAILPOLICY
POLICY
Please
Pleasedraft
draftaapolicy
policyoutlining
outliningappropriate
appropriatee-mail
e-mailuse
usefor
for
employees.
employees.
We
Weneed
needsuch
suchaapolicy
policybecause
becauseIIhave
havereceived
receivedreports
reportsof
of
misuse
misuseincluding
includingdefamatory
defamatorystatements,
statements,pornography
pornography
downloads,
downloads,and andeven
evengambling.
gambling.Here
Hereare
areaafew
fewpoints
pointsthat
that
the
thepolicy
policyshould
shouldcover:
cover:
••E-mail
E-mailisisfor
forbusiness
businessonly.
only.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 29
 Request Memo: “After” Version

••E-mail
E-mailmessages
messagesmay
maybe
bemonitored.
monitored.
••No
Nopictures
picturesor
orother
otherattachments
attachmentsshould
shouldbe
besent
sentwithout
without
valid
validreason.
reason.
••E-mail
E-mailshould
shouldnot
notbe
beused
usedto
todiscuss
discusspersonnel
personnelmatters.
matters.
Please
Pleasesubmit
submitaadraft
draftto
tome
meby
byOctober
October11since
sincewewehope
hopeto
to
have
haveaapolicy
policycompleted
completedbybyNovember
November1.1.Call
Callififyou
youhave
have
questions.
questions.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 30
 Confirmation Memos
• Also called “to-file” reports or
“incident” reports.
• Record oral decisions, directives, and
discussions.
• Include names and titles of people
involved.
• Itemize major issues and request
confirmation from the receiver.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 31
 Graphic Highlighting
Techniques

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 32
Graphic Highlighting Techniques
Activity 8.3a
Enumerated List

AArecent
recentsurvey
surveyof
ofcar
carbuyers
buyersrevealed
revealedthe
theelectronic
electronic
options
optionsthey
theywanted:
wanted:
1.1.Cruise
Cruisecontrol
control 79.1%
79.1%
2.2.Antilock
Antilockbrakes
brakes 61.1
61.1
3.3.Keyless
Keylessentry
entry 50.5
50.5
4.4.CD
CDplayer
player 34.1
34.1
5.5.Trip
Tripcounter
counter 5.1
5.1
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 33
Graphic Highlighting Techniques
Activity 8.3b
Bulleted List

Our
Ouremployee
employeeleasing
leasingprogram
programcan
canbe
bean
anefficient
efficient
management
managementtooltoolbecause
becausewewehandle
handlethe
thefollowing
followingtasks
tasks
for
foryou:
you:
••Payroll
Payrollpreparation
preparation
••Employees’
Employees’benefits
benefits
••Worker’s
Worker’scompensation
compensationpremiums
premiums
••State
Stateand
andfederal
federalreports
reports

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 34
Graphic Highlighting Techniques
Activity 8.3c
Enumerated List

SAFETY
SAFETYTIPS
TIPSFOR
FORUSING
USINGATMs
ATMs
1.1.Be
Beaware
awareof
ofyour
yoursurroundings,
surroundings,especially
especiallyatatnight.
night.
2.2.Use
Useanother
anotherATM
ATMor orcome
comeback
backlater
laterififyou
younotice
notice
anything
anything suspicious.
suspicious.
3.3.Put
Putcash
cashaway
awaypromptly;
promptly;count
countititlater.
later.
4.4.At
Atnight
nighttake
takeaafriend
friendwith
withyou.
you.
5.5.Park
Parkin
inaawell-lighted
well-lightedarea
areaclose
closeto
tothe
theATM.
ATM.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 35
 Communicating in the New
World of E-Mail
The phenomenal growth of e-mail
and use of the Internet mean that
today’s communicators need special
skills.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 36
 Communicating in the New
World of E-Mail
To succeed, you must be able to:
• Express yourself concisely and quickly.
• Compose at the keyboard.
• Understand the ethics, courtesy, and
privacy issues relating to e-mail.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 37
 Communicating in the New
World of E-Mail
• Develop confidence in using e-mail
systems.
• Think globally.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 38
 Smart E-Mail Practices
• Get the addresses 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’re angry.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 39
 Smart E-Mail Practices
• Care about correctness.
• Resist humor and tongue-in-cheek
comments.
• Use design elements to improve
readability of longer messages.
• Consider cultural differences.
• Assume that all business e-mail is
monitored.
Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 40
 The Six Most Common
Mistakes in Sending E-Mail
1. Address goofs

2. Lengthy messages or attachments

3. Misleading subject lines

4. Inappropriate content (such as

delivering bad news)

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 41
 The Six Most Common
Mistakes in Sending E-Mail
5. Instant indiscretions (angry or
thoughtless statements)

6. Reckless copying

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 42
 End

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 8, Slide 43