How to write effective business emials and memos

1. Overview
1
• Best practices for business email writing
• Reader-focused strategies to improve readability
• Grammar, formatting and tips
• When not to write an email
• Email etiquette/netiquette

2. Common Faults in Emails
mathew@cbfs.edu.om BJM 2
• Too many emails sent by some employees
• Email is used when another form of communication would be
preferable
• Email is poorly laid out
• The style of the email is wrong
• The email does not contain sufficient/accurate information

3. Selecting Email for communication
3
• Activity: Think carefully how you would feel if you received
only an email in the following situations:
• You have put in a considerable amount of effort in recent
weeks including extra hours to help your section get ready
for the introduction of a new service for clients.
• Your boss sends you a brief email saying about ‘the next
task’

4. 4
• Your boss is changing methods of working within your
section. This will involve you in following new and rather
complicated procedures. He sends you a two-page email
to explain them.

5. Sample Memo
mathew@cbfs.edu.om BJM 5
•“Junior Bank Personnel must not park their
vehicles in the parking Bays marked A-F”

6. Designing the Memo
6
•Length – brief but to the point
•Topic – 1 memo 1 topic
•Activity: Identify two reasons why it is unwise
to combine more than one topic in an email

7. DO’s & DON’Ts
7
• DON’T
• Send a memo to people outside the organization
• Bombard people with too many memos
• Use a memo just to avoid personal contact
• Write sloppy memos with poor layout or style
• Cover more than one topic in a memo

8. DO’s & DON’Ts
8
• DO
•Think about the receiver(s) before you write
•Use a logical sequence for the information
•Consider factors which determine appropriate style
•Check that the desired action has been carried out

9. 9
Email etiquette: rules and tips
• 1. Take Another Look before You Send a Message
• Don't send anything you don't want to send.
• 2. Do Not use default "Reply All”
• "Reply" is good. "Reply to All" is better. Right?
• 3. Keep Emails Short
• Do not intimidate recipients with too much text.
• 4. Properly Format Your Email Replies (don’t be lazy)
• Do you think quoting original text in your email replies perfectly is a lot of
work? Don't let the '>' intimidate you!
• 5. Write Perfect Subject Lines
• Do you make these mistakes in your email subjects? (The key to getting your
messages read is not to be clever.)

10. Email etiquette: rules and tips
10
• 6. Clean Up Emails Before Forwarding Them
• Forwarding emails is a great way of sharing ideas, but make sure the original idea is
not hidden in obfuscation.
• 7. When in Doubt, Send Plain Text Email, Not HTML
• Not everybody can receive your fancily formatted emails. Some may even react
furious. To be safe rather than sorry, send plain text emails only when in doubt.
• 8. Don't Forward Hoaxes
• Email hoaxes often contain stories that are intriguing, and sure to irritate. Spot and
stop urban legends using websites like google or hoaxslayer.
• 9. Use Current Antivirus Software, Keep it Up to Date, Scan for Free
• Make sure you're not spreading worms and viruses via email or act as a vehicle for
spreading spam. All this can be caused by malicious emails. Fortunately, there's
protection.
• 10. Say Why You Think What You Forward Will Interest the Recipient
• More and better communication makes better relationships.

11. Keys for Better Business Memo Writing
11
•Put your message first!
•Be specific about your needs
•Don’t fancy
•Clip your sentences
•Don’t confuse messages
•Proofread, and proofread again
•Observe the hierarchy
•Alphabetize your “cc” list
•End on a positive note

12. KEEP IT SHORT
KEEP IT SIMPLE
KEEP IT CLEAR
Don’t send it anybody you don’t have to.

13. Revising for Conciseness
Eliminate flabby expressions.
Poor:
We are of the opinion that
Please feel free to
In addition to the above
At this point in time
Despite the fact that
Improved:
We think
Please
Also
Now
Although

14. Revising for Conciseness
Limit long lead-ins.
Poor:
This e-mail message is
to inform you that we
will meet on Friday.
I am writing this letter
to say thanks to
everyone who voted.
Improved:
We will meet on
Friday.
Thanks to
everyone who
voted.

15. Revising for Conciseness
Drop unnecessary fillers, such as
there
is/was and it is/was .
Poor:
There are three items
we must discuss today.
It was Lisa and Jeff
who were honored.
Improved:
We must discuss
three items today.
Lisa and Jeff were
honored.

16. Conciseness
Reject redundancies.
What words could be omitted in these
expressions?
advance warning
close proximity
exactly identical
filled to capacity
final outcome
necessary requisite
new beginning
past history
refer back
serious danger

17. Revising for Conciseness
advance warning
close proximity
exactly identical
filled to capacity
final outcome
necessary requisite
new beginning
past history
refer back
serious danger
Reject redundancies.
What words could be omitted in these expressions?

18. Revising for Vigor and Directness
Limit intensifiers very, definitely, quite, really,
completely, extremely, actually, and totally.
Excessive
The manager is actually
quite pleased with your
proposal because the
plan is definitely
workable.
Professional
The manager is
pleased with your
proposal because
the plan is workable.

19. Revising for Vigor and Directness
Include descriptive, dynamic adjectives instead of
overworked, all-purpose ones.
Poor:
They thought her
report was good.
She said she would
get in touch.
Improved:
The management council
thought Erin’s report was
factual and well written.
Sheila said she would
send you a text message.

20. 20
Wordy Concise
During periods when When
In conjunction with With
At the present time Now, presently, currently
Due to the fact that Because, since
At a later date Later
In the near future Soon

21. 21
Redundant Concise
a.m. in the morning a.m.
plan ahead plan
reason why reason
absolutely/totally complete complete
each and every each, all, every
in the month of September in September
in the amount of RO 20 for RO 20, of RO 20
past history history
my own my

22. Clarity
22
 Use words that leave no room for misunderstanding or
inaction
E.g.
 Contact
 As soon as possible
 At your earliest convenience
 We hired several new people
 You promised on Wednesday that you will submit the report

23. Conversational
23
Avoid using old-fashioned/ formal phrases
 Cognizant of the fact that
 Remuneration
 Expeditious
 As per your letter
 As per our conversation
 Pursuant to our discussion
 Enclosed please find
 By this we acknowledge receipt of your
letter of…

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

25. Analyzing Structure
Opening
• Frontload main idea immediately.
• Avoid reviewing background.
Subject Line
 Summarize message clearly and concisely.
 Avoid meaningless one-word headings, such
as "Help" or "Urgent."



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

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

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

29. • Attachments
• “This file is in MSWord (.docx)
with the name “ODC training
handout”

30. Thanks
Thanks!
Thanks.
Which one would you prefer to receive most & least

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

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

34. Formatting E-Mail
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.

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

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

37. 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
Hi
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.

38.  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 regards,
Brooke
Brooke Johnson
Human Resources & Development
Phone: (425) 896-3420
Model E-Mail Message

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

40.  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.

41.  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.

42.  Personal Use
 Don’t use company
computers for
personal matters
unless allowed by your
organization.
 Assume that all e-mails
are monitored.

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