Chapter 12 Email, E-messaging, and Memos

1. Chapter 12Email, E-messaging, and Memos

2. Emails, E-Messaging,and Memos • Are perhaps the most common and widely-distributed forms of communication in workplaces today • Generally transmit smaller “chunks” of information • Are frequently internal documents about specific company information

3. Short Internal andExternal Documents • Consider appropriate audience choices. • Consider the proper tone and degree of formality. • Use appropriate openings and closings to show respect and develop relationships. • Provide enough background information for your audience.

4. Problem Solving inShort Messages • Plan by considering the problem, rather than replying hastily • Research facts and details needed to make your message useful • Organize using the limited space • Revise for clarity • Distribute in the most effective medium

5. Privacy Issues withShort Messages • Poor or ill-chosen messages have legs—they seem to wind up going where they were not meant to go. • Workplace writers must remember that e-mail is not a private means of communication. • Email messages always have the potential to become public.

6. Subject Lines • Subject lines are often scanned by recipients to decide which should be read immediately and which can be read later or deleted. • When writing subject lines, you should: • Make them concise and specific • Put the most important information first • Use all caps only in times of urgency

7. Recipients • Recipients should be carefully considered before sending or carbon copying (CC). • “Reply to All” is not always appropriate. • When replying, quote a sentence or two to give recipient some context. • Ask permission before forwarding a message.

8. Content and Length • Keep messages brief and to-the-point • Provide pertinent information only • Quickly state a reason for writing • Allow the message be skimmed easily • Keep the message to a single screen

9. Paragraphs and Spacing • Paragraphs should be no longer than a single screen • Email paragraphs are more concise than those in printed documents • Some paragraphs can be as short as one sentence, if the information is important • Use block format

10. Other Formatting Issues • Avoid font styling, bulleted and numbered lists, tables, graphics, and visuals • Use CAPITAL LETTERS to designate a heading • Use a single line of white space between each phrase or word to designate a list • Use *asterisks* on either side of a word to designate emphasis or italics • Use underscore characters at the beginning and ending of an _underlined passage_

11. Signatures • Signatures can give contact information about the sender, such as: • Job title • Phone • Fax • Webpage URL • Mailing information • Whether you use a signature or not, always include your name at the bottom of each e-mail

12. Attachments • Use attachments when: • The message is lengthy • Formatting is important • Visuals are an important part of the message • The message will be printed and used for some particular purpose • Refer to the attachment in the actual email • Minimize use of graphics and visuals

13. Instant Messaging • Allows users to communicate in real-time (synchronous) • Allows sending Internet links and files • Offers a list of contacts online • Allows users to set contact status, making the technology less obtrusive than phone

14. When IMing • Keep messages short and informal • Assess the rhetorical situation to determine conventions • Avoid using all capital letters • Allow users to respond before sending a new message • Do not continually prompt a user, especially if his/her online status is away or unavailable

15. Text Messaging • Texting is a quick method for conveying up-to-date information • If you are sure your readers will get the message via another wireless device or a phone, follow the general conventions of instant messaging • Include a tag at the end of the message, letting the recipient know what device you're using • Be thoughtful about the use of texting shortcuts

16. Memos • Are secondary to email for short communication • Are the better choice for more detailed communication • Are better for formatted documents • Are better for more important or confidential correspondence • Are formatted depending on the company

17. Identifying Information • The “To” line • The “From” line • The “Subject” line • The “Date” line

18. Memo Content • Because memos are often skimmed, info should be easy to find, clear, and concise. • First paragraphs should explain the reasons for writing. • Include all of the necessary information your readers will need to make an informed decision or respond appropriately.

19. Memo Length and Formatting • Many memos are limited to one page • Subsequent pages should include recipient, page number, and date • Should have at least five lines of text on the last page • Should avoid “widows” and “orphans”

20. Memo Design Features • Visuals, graphs, and tables can be included to highlight and organize information. • Such features become increasingly important as the length of the document grows.

21. Types of Memos • Directive Memos provide information about policy changes or tasks readers should perform. • Progress or Status Memos supply information about the status of a project or assignment. • Trip or Field Reports include details about the events and expenditures of a business trip.

22. Types of Memos • Response Memos give answers to previously asked questions. • Lab Reports describe the results of an experiment, procedure, or study. • Minutes of a Meeting contain a written record of the discussions and participants of formal workplace meetings.

23. Choosing BetweenEmail and Memos • Email • Large audience addressed • Rapid responses needed • Audience geographically distant • Message will be revised or modified • Memos • Longer than one computer screen • Message requires careful formatting • contains detailed visuals • Contains sensitive or important information