The document discusses different forms of business communication, including memos, emails, and instant messaging. It provides guidance on how and when to use each method appropriately. Memos are best for internal communication that needs documentation when not all employees have access to email. Email is now very common but can be informal so the document provides tips for writing effective business emails. Instant messaging is growing in use but also has challenges like security and distraction that the document addresses. The document outlines best practices for each communication method.

1. Memos, E-mail,
and Instant
Messaging

2. Memos and E-mail
• In the business community,
most communication is done
through e-mail and memos.
We will look at the
differences in each and
determine when it is
appropriate to use each.

3. Why a memo and not e-mail?
• Not all employees have access to an
office computer (i.e. warehouse
workers).
• Not all companies have e-mail.
• Many unions require them.
• Some info can’t be transmitted in an e-mail.
• E-mail messages are easy to disregard.

4. Reasons for Writing
Memos
• Easy internal
communication
• Covers a wide
range of readers
• Documentation
• Confirmation
• Procedures
• Recommendations
• Feasibility
• Status
• Directive
(delegation of
responsibilities)
• Inquiry
• Cover

5. Criteria for Memos
• ID or Subject
Line
– Provides the
topic (the what)
and a focus (the
what about the
what).
Example:
– SUBJECT:
Memos
– SUBJECT: How
to Write Memos
• Introduction
– One or two clear
sentences that
describe what
you want and
why you are
writing. Keep it
short and simple.

6. Criteria for Memos
continued...
• Discussion
– Respond to the
following
questions:
– Who
– What
– When
– Why
– Where
– How
• Conclusion
– End with a
complimentary or
directive close

8. Other Criteria for Memos
• Audience
– Because you will most likely write
for your colleagues, you can use
acronyms and internal
abbreviations. However, you may
want to use parenthetical
definitions for difficult terms in case
you have low tech readers.

9. Other Criteria for Memos
• Style
– Remember to
use simple
words, readable
sentences,
specific detail,
and highlighting
techniques.
• Grammar
– Always, always
use standard
English.
Remember to
proofread your
work to make
sure that it is
grammatically
correct.

10. E-mail
• Because our society is currently driven
by technology, e-mail is fast becoming
one of the most effective ways to
communicate in the business world.
Here are a few facts to consider:
• 66 percent of business employers say
they are e-mail-only users.
• 96 percent of business employees
report using e-mail every day.
• 80 percent of business employees say
that e-mail has replaced posted mail.
• 2.1 billion personal and business
messages are sent daily.

11. Why is E-mail important?
• Time and efficiency
• Convenience
• Internal/External Use
• Cost
• Documentation

12. E-mail Challenges
• Lack of Privacy
• Can lead to
misinterpretations
• Depersonalized (conflicts)
• Computer limitations

13. E-mail Challenges
continued...
• Casual/Unprofessional Tone
– Do not use any of the following in
professional e-mail messages:
– B/C for because
– UR for you’re
– 2 for too/to
– BTW for by the way
– B4 for before
– TIA for thanks in advance

14. Techniques for Writing
Effective E-mail Messages
• Recognize your audience
• Introduce yourself
• Use the correct e-mail address
• Provide an effective subject line
• Keep messages brief
• Organize the message
• Use highlighting techniques sparingly
• Proofread your message
• Secure a hard copy for future reference
• Indicate you are sending an attachment
• Do not reply to all recipients
• Practice netiquette

16. Instant Messaging-Benefits
IM could replace e-mail in the next 5 years!
• Quicker than e-mail
• Reach co-workers worldwide instantly and
in real time
• Cheaper than long-distance calls
• More “personal” than e-mail
• Allows for multitasking
• “Pronto” is GTCC’s Instant Messaging
program.

17. Instant Messaging- Challenges
• Security Issues
• Loss of productivity and time
• Employee abuse
• Distraction
• Netiquette
• Spim

18. Techniques for Successful
Instant Messaging
• Don’t send long, detailed messages.
• Don’t send confidential info.
• Document important info.
• Summarize decisions in an e-mail.
• Tune in, or turn off.
• Limit personal use.
• Create buddy lists & avoid public
directories.

19. Activity #1-Flawed Memo
Memo
To: Staff
From: IT
Re: Upgrades
Date: June 12
Please be aware that there will be minor network interruptions on Thursday
while we complete upgrades to the system. Plan your schedule accordingly so as
to minimize inconvenience. Thanks for your patients, and if you have a question
or problems, send Bill an email—assuming your email still works after the
upgrades.

20. Corrections
• Revise and rewrite the flawed memo in
Activity #1. Turn in for a grade.
• THE END !