1. 0
E-Mail
and
Memorandums
Multimedia Instructor Version
© 2007 Thomn South-Western

2. Applying the 3*3
Writing Process
Phase 1 Phase 2 Phase 3
• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation

3. 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?

4. Phase 1 Phase 2 Phase 3
• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation
 Check files, gather documentation.
 Outline or list points to cover.
 Compose first draft; expect to revise.

5. Phase 1 Phase 2 Phase 3
• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation
 Revise for clarity and conciseness.
 Proofread for correctness.
 Plan for feedback.

6. FUNDAMENTALS OF LETTER
WRITING
6

7. ELEMENTS OF LETTER WRITING
• HEADING
• DATE
• REFERENCE
• INSIDE ADDRESS
• SALUTATION
• SUBJECT
• BODY
• COMPLIMENTARY CLOSE
• SIGNATURE
• IDENTIFICATION MARKS
• ENCLOUSERS
7

8. HEADING
• Name, address and other details are printed
on the top of the page
8

9. RULES OF WRITING DATE
• Typed two space below the last line of the letter head
• Indicated on the upper right hand corner or depending on the
format you adopt
• Preferable way of writing should be in a logical order, if so no
comma is used
• Name of the month and year is written in full
• No suffix as –nd or –th is added to the day.
• EXAMPLE: 2 August 2011 or August 2, 2011
9

10. REFERENCE
• Now a days companies prefer to indicate the
reference number in the body of letters:-
Thank you for your letter No. AB/46/P497
Of April 2, 20011
10

11. SALUTATION
• Two spaces below the attention line/inside address
• Depends upon-1.personal relationship
2.form of the inside
address
If the name of the recipient has been used in the
inside address it is usual to use personal salutation.
• Addressing a firm, company, a board, etc use ‘Dear
Sirs/Madams.’
11

12. SUBJECT
• Purpose- to let the reader know immediately
what the message is about.
• It saves time
• Type the line in a double space between the
salutation and the first line of the body of the
letter.
12

13. BODY
Main purpose is to convey a message
First paragraph- reference, to any
correspondence which has already taken place
should be given
Second paragraph -should state main message
Closing paragraph- states expectations, wishes,
or intentions
13

14. COMPLIMENTARY CLOSE
• Typed two space below the last line of the
body of the letter
• The close must agree the salutation
• ‘Yours’ should be placed before sincerely,
faithfully, etc.
• ‘s should not be used at any cost
14

15. SIGNATURE
• Placed below the complimentary close
• Name is typed four space below the closing
line providing enough space for signature
• Routine letters of the firm may be signed by
other officer by inserting ‘for’ or pp (per
procurationem).
15

16. ENCLOSURE
• If there is anything attached to the letter it
must be indicated against the enclosure line
• Typed two lines below the last line of the
letter on the left hand side
• The abbreviated form Encl. is used
16

17. Lets revise..
• HEADING-
1/5th of the space
• DATE-
Right side, follow logical order, -nd and –th should not be used
• INSIDE ADDRESS
Details not to be abbreviated, take care of spellings
• ATTENTION LINE
Should always be underlined
• BODY-
1st para-Reference,2nd para-main message,3rd para- expectations,
intentions
• COMPLIMENTARY CLOSE- ‘s should never be used, Signature should be
above your name
• Enclosures
17

18. Why is email etiquette important?
….to construct an appropriate tone.

19. Analyzing the Structure of E-Mail 0
Messages and Memos
 Subject Line
 Opening
 Body
 Closing

20. 0
Analyzing Structure
 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.

21. 0
Analyzing Structure
 Body
 Organize information and explanations
logically.
 Use numbered and bulleted lists for quick
comprehension.
 Consider adding headings for visual impact.

22. 0
Format
2. Generally short
3. Single Spaced and left justified
4. No indentation, skip line for Para change
5. Prefer bullets and Rubrics

23. 0
 General Format: Addresses
 create a mailing list-
eg To: maillist4@cs.com
Use bcc if the information of the recipients
has to be confidential

24. 0
 Attachments
 “This file is in MSWord
2000 under the name
“Lab File.”

25. 0
Parallelism
Paragraph
Instructions
Headings
Techniques
To Improve
Message
Readability
Bulleted
Headings
Items
Within
Sentences

26. 0
Parallelism
Instead of this Try this
Workers were nervous, Workers were
stressed, and full of nervous, stressed,
preoccupation. and preoccupied.

27. 0
Instructions
Instead of this Try this
To clean the printer, you To clean the printer,
should do the following. do the following:
First, you should  Disconnect the power
disconnect the power cord.
cord. Then you open the  Open the front cover.
front cover, and the  Clean the printer area
printer area should be with a soft, dry cloth.
cleaned with a soft, dry
cloth.

28. 0
Headings
Instead of this Try this
On April 3 we will
be in Toledo, and Date City Speaker
the speaker is Troy April 3 Toledo Troy Lee
Lee. On May 20
May 20 Detroit Erin Win
we will be in
Detroit, and the
speaker is Erin
Win.

29. 0
Within Sentences
Instead of this Try this
Our team constantly Our team
tries to achieve our constantly tries to
(a) achieve our
goals, customer service
goals, (b) improve
must be improved, and customer service,
our production targets and (c) hit our
must be hit. production targets.

30. 0
Bulleted Items
Instead of this Try this
At our Web site At our Web site
 We let you compare you can do the
cash prices. following:
 You can research the  Compare cash
best financing. prices.
 You can learn about  Research the best
financing.
leasing.
 Learn about
leasing.

31. 0
Paragraph Headings
Instead of this Try this
The next topic is Vacations. A new
vacations. A new vacation schedule
vacation schedule will be will be available on
available on May 1. May 1.
Flextime. To assist
To assist employees, we
employees, we will
will begin a flex schedule
begin a flex schedule
in the fall.
in the fall.

32. Arrange the following in a concise, bulleted list.
In the next training The next training session
session, the trainer will
demonstrate how to use
Quick
will demonstrate
 Videoconferencing
videoconferencing, how to Check multiple
 Sharing
share multiple programs,
programs
and how to maintain an
 Maintaining an
Internet directory.
Internet directory

33. Improve the readability of the following instructions
that will become part of a student employment
booklet.
In preparing for an employment interview, you should
Quick
begin by studying the job description. Itemizing your
most strategic skills and qualifications is also
Check
important. Giving responses in a mock interview is
another good practice technique. Last, you should be
prepared to ask relevant questions.

34. Improved Version
You can prepare for interviews by doing the
following: for interviews by doing the following:
You can prepare
 Itemize your most strategic skills and
qualifications.strategic skills and qualifications.
• Itemize your most
• Practice giving responses in a mock interview.
 Practice giving responses in a mock interview.
• Prepare to ask relevant questions.
 Prepare to ask relevant questions.

35. Analyzing the Structure of E-Mail 0
Messages and Memos
 Subject Line
 Opening
 Body
 Closing
 Provide (1) action information, dates, and
deadlines, (2) a summary of the message, or
(3) a closing thought.
 Avoid overused expressions.

36. 0

37. Formatting E-Mail 0
Messages Guide Words
To: Consider keying receiver’s full name;
use angle brackets for e-mail address
Ann Jones<hjones@peach.com>
From: Entered automatically
Date: Entered automatically
Subject: Include meaningful topic summary.

38. 0
Salutation Options
 No salutation
 Ann, Dear Ann:, Hi, or Good
morning!
 Include name in
first line
“Thanks, Ann, for
your help . . .”

39. 0
Body and Closing
Body
 Cover just one topic.
 Use uppercase and lowercase letters.
 Use short line length if message might be
forwarded.
Closing
 Consider a complimentary closing such as Best
wishes or Cheers.
 Include your name and full identification– especially
for messages to outsiders.

40. Model E-Mail Message
Date: September 3, 2007 9:05:12 AM EST
To: Matt Ferranto <mferranto@qualcom.com>
From: Brooke Johnson <bjohnson@qualcom.com>
Subject: Supervising Two Assigned Interns
Matt:
Two interns will work in your department from September 20 through
November 30. As part of their supervision, you should do the following:

Develop a work plan describing their duties.

41. Model E-Mail Message

Supervise their work to ensure positive results.

Assess their professionalism in completing all assigned work.
Please examine the packet we are sending 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
Brooke Johnson
Human Resources & Development
E-mail: bjohnson@telecom.com
Phone: (425) 896-3420

42. Memo
Writing

43. Memo
“Memo" comes from the Latin
memorandum, "a thing which must
be remembered."

44. Memo plan
– Header
– Subject line
– Opening paragraph
– Supporting detail/ explanation
– Closing

45. Header
– To: recipient (individuals and/or groups)
– From: you/office (e.g. “Student affairs”)/group
(e.g. “Social Committee”)
– CC: more recipient(s)
– Date:
– use correct names/designations for recipients
– include titles when appropriate, for all recipients
when possible

46. 'To' section
• Contains the name of the receiver.
• For informal memos, the receiver's given name; e.g. 'To: Andy'
is enough.
• For more formal memos, use the receiver's full name.
• If the receiver is in another department, use the full name
and the department name.
• It is usually not necessary to use Mr., Mrs., Miss or Ms unless
the memo is very formal.

47. 'From' section
• Contains the name of the sender.
• For informal memos, the sender's other name; e.g. 'From: Bill' is
enough.
• For more formal memos, use the sender's full name.
• If the receiver is in another department, use the full name and the
department name.
• It is usually not necessary to use Mr., Mrs., Miss or Ms unless the memo is
very formal.

48. cc ("Carbon Copy")
– cc ("Carbon Copy") Although carbon copy
paper is obsolete technology, the term
persists.
– Subject: Be specific.

49. Date:
• Spell it out.
In some countries "12/01/98" means -
"December 1, 1998,“
but in others it means "12 January 1998."

50. Subject line
• probably the most important part of your
memo
• summarize the intent of your memo, e.g.:
– “Request for assistance with grant project”
– “Consequences of recent material thefts”
• specific, concise and to the point

51. Memo sections
• Situation- Introduction or purpose
• Problem (Optional)
• Solution (optional)
• Action- may be same as solution or be a part of the solution
• Politeness- Close with polite expression

52. 1-inch top margin
Double-
Pre-printedspace
organization memo
1 – 1¼ 1 – 1¼
stationery Single-space
inches letters, memos do not inches
Unlike paragraphs with
(left (right
have a Align all block at the
signature
margin) blank line between
margin)
bottom. Instead sign your initials
words
at the end of paragraphs
the FROM line.

53. Describe
1 –1 ¼ and
left inches
right
margins.

54. 2-inch top
margin
instead of
1 inch

55. Double-space; align
Describe the spacing
andwords after of this
all alignment colon
following “SUBJECT.”
section.

56. Single-space;
Describe how
leave blank line
to space the
between
message.
paragraphs.

57. Sign your initials
Describe how
you would of the
at the end sign a
FROM line.
memo.

58. 0
Bad Manners
 Approaching with a problem at the end of
the day
 Writing a litany of concerns
 Sending mails to your professors without
prior permissions
 Discussing grades and projects on mail
 Avoid flaming messages

59. 0
 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.
 Seek permission before forwarding.
 Reduce attachments.

60. 0
 Reading and Replying
 Scan all messages before replying.
 Print only when necessary.
 Acknowledge receipt.
 Don’t automatically return the sender’s message.
 Revise the subject line if the topic changes.
 Provide a clear, complete first sentence.

61. 0
 Personal Use
 Don’t use company
computers for
personal matters
unless allowed by your
organization.
 Assume that all e-
mail is monitored.

62. 0
 Other Smart Practices
 Use design to improve readability of
longer messages.
 Consider cultural differences.
 Double-check before hitting the Send
button.