The document provides guidance on writing effective routine emails and memos by outlining a defined writing process involving prewriting, writing, and revising steps. It discusses best practices for email including being concise, proofreading, and using informative subject lines. Basic email and memo structure is also covered, including using informative subject lines, clear openings and closings, and focusing the body on one main topic.

1. Welcome To
Routine E-Mail Messages
and Memos
Presented by:
Walla, Kazi, Justin and Linda
Content derived from chapter eight of the book Business Communication: Process
and Product written by Dr. Mary Ellen Guffey.

2. Learning Objectives
• Demonstrate how a defined writing
process can produce more effective email
messages and memos
• Explain the basic structure and formatting
principals for email messages and memos
• Outline best email practices

3. Learning Objectives
• Understand how to write messages that
provide information or procedures
• Understand how to best write request or
reply messages
• Explain the best way to write messages
that serve as confirmation

4. DEFINING THE WRITING
PROCESS

5. Prewriting
• Analyzing the main reasons of writing the E-
mail or the Memo
• Anticipating the impact the message will have
on the reader
• Adapting the message to the reader`s need &
interests

6. Writing
• Researching & collecting information on the
about the subject of interest
• Organizing the message by making an outline
of the points to cover
• Composing the first draft by grouping related
information into short paragraphs

7. Revising
• Reconsidering the message for any lack of
clarity and lack of explanation
• Proofreading the sentences for typos, grammar
mistakes, and misspelled words
• Evaluating the contents of the message for
receiving quick feedbacks

8. BASIC STRUCTURE AND
FORMATTING

9. STRUCTURING E-MAIL MESSAGES
A well structured e-mail message contains four
parts:
1. Informative subject line
2. An conscious opening
3. A body that is easy to comprehend
4. An appropriate closing

10. # 1 The Subject Line
• An informative subject line is used to state the
purpose of the message in abridged form
• The importance of the subject line
• Make sure to use key words in the subject line
DID YOU KNOW? The average subject line displays
about 35 characters.

11. # 2 The Opening
• Busy readers want to be able to know
immediately the content of the message they are
reading
• Opening states the purpose concisely and
highlights the main ideas
Textbook example :
• Indirect opening: “For the past six months the Human Resources Development
Department has been considering changes in our employees‟ benefit plan.” (p.158)
• Direct opening: “Please review the following proposal regarding employees‟ benefits,
and let me know by May 20 if you approve these changes.” (p.158)

12. # 3 The Body
• Only one topic is discussed in the body in order
to help the reader act on the subject
• The body is designed for easy comprehension
• Use numbered lists to design your date
comprehensively

13. # 4 The Closing
• Readers search for deadlines in the closing
• End message with:
• Information about deadlines and dates
 “Make sure that your report is submitted by
November 18”
• A summary of your message
 “Attending those five conferences will help
you succeed in this company”
• A closing thought
 “Looking forward to meeting you”

14. BEST EMAIL PRACTICES

15. Best Email practices
• Write your email using a processing program to avoid
losing your writing
• Double check the email address by using your electronic
address book
• Make sure your subject line is relevant and helpful
• Be concise; avoid writing unnecessary information
• Beware of what you send - Email is permanent
• Don‟t use email to avoid contact and conflicts

16. Best Email practices
• Words and writing style affects the reader
• Avoid writing messages In caps, use when necessary
only
• Reduced attachments for downloading and virus
purposes
• Proof read your email before you send it
• Revise the subject line if topic changes, to keep records
• Care about spelling and avoid sloppy emails

17. WRITING INFORMATION &
PROCEDURE MESSAGES

18. Writing Information and Procedure
E-Mail Messages and Memos
• Writing objective is to convey clear messages
typically on daily operations
• Messages usually flow downward in the
organization
• Follow proper writing process and message
structure
• Message should come across as positive

19. Writing Information and Procedure
E-Mail Messages and Memos
• Message should convey to reader what they
„should do‟
• Use action verbs and numbered steps
• Watch your tone!
– Explain change don‟t lay blame
– Highlight benefits don‟t accuse
– Give reasons and be positive

20. WRITING REQUEST AND
REPLY MESSAGES

21. Making Requests
• Use the direct approach:
 Start by asking the most important questions
with an explanation
 Make sure to use polite command
• Be specific with your deadlines, in order to
encourage procrastinators to get their work
done on time

22. Replying to Requests
• Follow the 3x3 writing process when replying to
an e-mail
• Organize your ideas
• Use a sympathetic and direct opening
• Start by answering the writer‟s questions
• Have a systematic order when providing the
requested information
• Be specific in spelling it out

23. WRITING CONFIRMATION
MESSAGES

24. Writing Confirmation Messages
• Serves as a permanent record
• Preserves proper formatting
• Be sure to emphasize key points
• Clearly identify the individuals involved
• Request feedback
• Criticism: too many “cover-your-tail” messages

25. In Summary
• Distribute Memo
– Review Ten key points
• Distribute Crossword
• Want to learn more?

26. ADDITIONAL WEB
RESOURCES

27. Zenome Sub Category Link
http://www.zenome.com/directory
/index.php?parentID=007.063.00
8&desc=08-