letters, email and memos 2011

© 2007 Thomn South-Western

Multimedia Instructor Version

E-Mailand

Memorandums

Applying the 3*3 Applying the 3*3 Writing ProcessWriting Process

Phase 2• Research• Organization• Composition

Phase 3• Revision• Proofreading• Evaluation

Phase 1 • Analysis• Anticipation • Adaptation

Phase 2• Research• Organization• Composition

Phase 3• Revision• Proofreading• Evaluation

Phase 1 • Analysis• Anticipation • Adaptation

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?

Phase 1 • Analysis• Anticipation • Adaptation

Phase 3• Revision• Proofreading• Evaluation

Phase 2• Research• Organization• Composition

Check files, gather documentation. Outline or list points to cover. Compose first draft; expect to revise.

Phase 2• Research• Organization• Composition

Phase 1 • Analysis• Anticipation • Adaptation

Revise for clarity and conciseness. Proofread for correctness. Plan for feedback.

Phase 3• Revision• Proofreading• Evaluation

FUNDAMENTALS OF LETTER WRITING

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

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HEADING

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

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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

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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

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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.’

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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.

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BODY

Main purpose is to convey a messageFirst paragraph- reference, to any

correspondence which has already taken place should be given

Second paragraph -should state main messageClosing paragraph- states expectations, wishes,

or intentions

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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

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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).

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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

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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

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Why is email etiquette important?

….to construct an appropriate tone.

Analyzing the Structure of E-Mail Analyzing the Structure of E-Mail Messages and MemosMessages and Memos

Closing

Subject LineOpeningBody

Analyzing StructureAnalyzing 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."

Analyzing StructureAnalyzing Structure

Body Organize information and explanations

logically. Use numbered and bulleted lists for quick

comprehension. Consider adding headings for visual impact.

Format1. Generally short2. Single Spaced and left justified3. No indentation, skip line for Para change4. Prefer bullets and Rubrics

General Format: Addresses create a mailing list- eg To: maillist4@cs.comUse bcc if the information of the recipients

has to be confidential

Attachments

“This file is in MSWord 2000 under the name “Lab File.”

ParagraphHeadings

BulletedItems

WithinSentences

Headings

Instructions

Parallelism

TechniquesTechniquesTo ImproveTo Improve

MessageMessageReadabilityReadability

ParallelismParallelism

Instead of this

Workers were nervous, stressed, and full of preoccupation.

Try this

Workers were nervous, stressed, and preoccupied.

InstructionsInstructions

Instead of this

To clean the printer, you should do the following. First, you should disconnect the power cord. Then you open the front cover, and the printer area should be cleaned with a soft, dry cloth.

Try thisTo clean the printer, do the following: Disconnect the power

cord. Open the front cover. Clean the printer area

with a soft, dry cloth.

HeadingsHeadings

Instead of this

On April 3 we will be in Toledo, and the speaker is Troy Lee. On May 20 we will be in Detroit, and the speaker is Erin Win.

Try this

Date City SpeakerApril 3 Toledo Troy LeeMay 20 Detroit Erin Win

Within SentencesWithin Sentences

Instead of this

Our team constantly tries to achieve our goals, customer service must be improved, and our production targets must be hit.

Try thisOur team constantly tries to (a) achieve our goals, (b) improve customer service, and (c) hit our production targets.

Bulleted ItemsBulleted Items

Instead of this

At our Web site We let you compare

cash prices. You can research the

best financing. You can learn about

leasing.

Try thisAt our Web site you can do the following: Compare cash

prices. Research the best

financing. Learn about

leasing.

Paragraph HeadingsParagraph Headings

Instead of this

The next topic is vacations. A new vacation schedule will be available on May 1.

To assist employees, we will begin a flex schedule in the fall.

Try thisVacations. A new vacation schedule will be available on May 1.Flextime. To assist employees, we will begin a flex schedule in the fall.

Quick Check

Arrange the following in a concise, bulleted list.

The next training session will demonstrate

Videoconferencing Sharing multiple programs Maintaining an Internet directory

In the next training session, the trainer will demonstrate how to use videoconferencing, how to share multiple programs, and how to maintain an Internet directory.

Quick Check

In preparing for an employment interview, you should begin by studying the job description. Itemizing your most strategic skills and qualifications is also important. Giving responses in a mock interview is another good practice technique. Last, you should be prepared to ask relevant questions.

Improve the readability of the following instructions that will become part of a student employment booklet.

You can prepare for interviews by doing the following:

• Itemize your most strategic skills and qualifications.• Practice giving responses in a mock interview.• Prepare to ask relevant questions.

You can prepare for interviews by doing the following:

Itemize your most strategic skills and qualifications.

Practice giving responses in a mock interview. Prepare to ask relevant questions.

Improved VersionImproved Version

Closing Provide (1) action information, dates, and

deadlines, (2) a summary of the message, or (3) a closing thought.

Avoid overused expressions.

Subject LineOpeningBody

Analyzing the Structure of E-Mail Analyzing the Structure of E-Mail Messages and MemosMessages and Memos

Formatting E-MailFormatting E-MailMessages Guide Words Messages Guide Words

To: Consider keying receiver’s full name; use angle brackets for e-mail address Ann Jones<hjones@peach.com>

From: Entered automaticallyDate: Entered automaticallySubject: Include meaningful topic summary.

Salutation Options Salutation Options

No salutation Ann, Dear Ann:, Hi, or Good

morning! Include name in

first line “Thanks, Ann, for

your help . . .”

Body and Closing 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.

Model E-Mail Message

Date: September 3, 2007 9:05:12 AM ESTTo: 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.

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,

BrookeBrooke JohnsonHuman Resources & DevelopmentE-mail: bjohnson@telecom.comPhone: (425) 896-3420

Model E-Mail Message

MemoWriting

Memo“Memo" comes from the Latin

memorandum, "a thing which must be remembered."

Memo plan

– Header– Subject line– Opening paragraph– Supporting detail/ explanation– Closing

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

'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.

'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.

cc ("Carbon Copy")

– cc ("Carbon Copy") Although carbon copy paper is obsolete technology, the term persists.

– Subject: Be specific.

Date:• Spell it out.

In some countries "12/01/98" means -"December 1, 1998,“ but in others it means "12 January 1998."

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

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

1-inch top margin

Pre-printedorganization memo

stationery

Double-space

Align all words

1 – 1¼ inches

(left margin)

1 – 1¼ inches(right

margin)

Single-space paragraphs with

blank line between paragraphs

Unlike letters, memos do not have a signature block at the

bottom. Instead sign your initials at the end of

the FROM line.

Describeleft and

rightmargins.

1 –1 ¼ inches

2-inch top margin

instead of 1 inch

Describe the spacing and alignment of this

section.

Double-space; align all words after colon following “SUBJECT.”

Describe how to space the

message.

Single-space; leave blank line

between paragraphs.

Describe how you would sign a

memo.

Sign your initials at the end of the

FROM line.

Bad MannersBad 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

NetiquetteNetiquette

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.

Reading and ReplyingReading 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.

Personal UsePersonal Use

Don’t use company computers for personal matters unless allowed by your organization.

Assume that all e-mail is monitored.

Other Smart PracticesOther Smart Practices

Use design to improve readability of longer messages.

Consider cultural differences. Double-check before hitting the Send

button.