Routine E-Mail Messages

and Memos

Applying the Writing Process

1)Internal communication done via E-mail

2)Primary function: exchanging messages within organizations

3)Benefits: well-written internal messages 4)Likely to achieve goals 2) Enhances image within the organization 2)3-x-3 writing process

Applying the Writing Process

1)Phase 1: Analysis, Anticipation, Adaptation

2) Phase 2: Research, Organization,

Composition 3)Phase 3: Revision, Proofreading,

Evaluation

What are E-Mail Messages and Memos?

- Informs employees - Requests data - Gives responses - Confirms decisions - Provides directions

The Structure of E-Mail Messages and Memos

1)Subject line: Purpose of the message

2)Opening: Show the main idea either directly or indirectly.

3)Body: Make the topic easy for the reader to comprehend

4)Closing: Conclusion on what you talked about

Using E-Mails Smartly and Safely

Starting an email:1)Consider composing offline2)Get the address right3)Avoid misleading subject line4)Apply top of the screen test

Using E-Mails Smartly and Safely

Content and Correctness1)Be concise2)Don’t send anything you wouldn’t

want published3)Care about correctness4)Care about tone5)Resist humour

Using E-Mails Smartly and Safely

Netiquette: polite online interaction1)Limit any tendency to send blanket

copies2)Never send spam3)Consider using identifying labels4)Use capital letters for emphasis or titles5)Don’t forward without permission6)Reduce attachments

Reading and Replying to E-Mails

Reading and replying to E-mail1)Print only when necessary2)Acknowledge receipt3)Provide a clear, complete first sentence4)Never respond when angry Personal Use5)Don’t use company computers for personal

matters6)Assume that all e-mail is monitored 

Writing Information and Procedure

1) Organization of emails, why and how?

2)Easier to refer to3)Includes:

– Introduction – Opening– Body– Closing

Writing Information and Procedure

E-mail Messages and MemosWhen writing a NEW procedure:1) Be clear2) Begin with a greeting3) Positive tone and ending4) Include all names involved in the

discussion5) Highlights and clarifies all major

points spoken about to avoid future problems

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Writing Request E-Mail Messages and Memos

1) Ask most important question first

2) Use a polite command

3) Use a brief introductory statement

Three ways to open a message:

Body- Explain and justify your request

Conclusion- Conclude with an end date and a reason

for completion

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Writing Reply E-Mail Messages and Memos

1) Refrain from using overused openers

2) Get straight to point

3) Be Clear

4) Don’t waste readers time

5) Answer questions in same order in which they were requested in.

Confirmation messages

1)Also called to-file reports or incident reports

2)They provide a permanent record of oral discussions, decisions and directives

3)Provides a written proof that cannot be denied

Important Aspects to Include

1) Include names and titles of involved individuals

2)Clarify major issues3)Request feedback regarding unclear

or inaccurate points