Transcript Business Communication: Process and Product, 4e

E-Mail Messages
Includes material from Guffey text Ch 8
Discussion:
Communication Matters
• What are your “pet peeves” about email
messages you receive? From friends?
From businesses?
• Is “cyber-firing” (e.g. RadioShack 2006)
the way of the future or an example of
gross mismanagement?
• What workplace topics are unwise to
discuss in e-mail?
• What alternative channels are more
appropriate?
Quick Quiz
1. What should be included in the
header of an e-mail message?
a.
b.
c.
d.
e.
The sender’s e-mail address
The receiver’s e-mail address
The subject of the message
The date
All of the above
Quick Quiz
2. What words do many e-mail users
include in the first sentence of the
message?
a.
b.
c.
d.
“Dear” and the receivers name
The receivers name
Your organization’s name
The receiver’s organization’s name
Quick Quiz
3. What is the appropriate length of an
e-mail message?
a.
b.
c.
d.
650-900 words
Four to five screens
One to two screens
Any of the above
Memo/E-mail Format
• See Website
MEMORANDUM
Formatting
Hard-Copy
2 inches from top
1blank line
Memos
DATE:
Current
TO:
FROM:
Dawn Stewart, Manager
Jay Murray, Vice President
Sign your initials
SUBJECT:
Telephone Service
Request
2 blank
lines
Align items
2 spaces Forms
after Subject
To speed telephone installation and improve service within
the main facility, we are starting a new application
procedure.
Service request forms will be available at various locations
within the three buildings. When you require telephone
services, pick up a request form at your nearest location.
Fill in the pertinent facts, obtain approval from your
division head, and send the form to Brent White.
Please call me at 451-0593 if you have any questions
about
At least 1-inch
side
this new procedure.
margins
Single-space body;
double-space between
paragraphs.
Formatting EMail Messages
Use angle brackets
for Internet addresses
Include a salutation
for a friendly tone.
Dear Dawn:
To speed telephone installation and improve service within the
main facility, we are starting a new application procedure.
Service request forms will be available at various locations
within the three buildings. When you require telephone service,
pick up a request form at your nearest location. Fill in the
pertinent facts, obtain approval from your division head, and
send the form to Brent White.
Please call me at 451-0593 if you have any questions about this
new procedure.
Best,
Jay Murray, Vice President, Facilities and Operations
Phone: (245) 451-0593 ● Fax: (245) 451-3389
E-Mail: [email protected]
Write complete
sentences and use
upper and lowercase letters.
Use a complimentary
close and include your
contact information.
The Writing Process
Prewriting
Analyze
Anticipate
Adapt
Do I really need to write?
E-mail or hard copy memo?
Why am I writing?
How will the reader react?
How can I save the reader’s
time?
E-Mail and Memos:
Subject Lines
Date:
To:
From:
Subject: Sending Feasibility Report
The headline of your memo.
• Summarize the main idea.
• Use nouns and phrases,
not complete sentences.
E-Mail and Memos: Opening
Start directly; amplify the main idea.
Direct Opening
All supervisors and coordinators will
meet June 30 at 10 a.m. to work out
the annual operating budgets for all
departments.
E-Mail and Memos: Body
• Explain and discuss the topic
• Introduce relevant
details/examples
• Use graphic highlighting to
enhance reading,
comprehension, retention
– Consider columns, headings,
numbered/bulleted lists
E-Mail and Memos: Closing
• Action information
• Dates or deadlines
• Summary of the message
• Closing thought
Communicating E-Mail
Critical Success Factors
• Express yourself concisely and
quickly (top of screen test)
• Compose at the keyboard, but
review/edit carefully before
sending
• Understand e-mail ethics,
courtesy, and privacy
• Use conversational tone
Communicating in E-Mail
Conversational Tone
• Purpose
– Create connection
with reader
– Avoid sounding stiff,
cold, curt, or overly
formal
• Methods
–
–
–
–
Short sentences
Contractions (it’s)
Pronouns
Less formal
salutation/signature
– First/second person
with minimal use of
“I” to keep focus on
reader perspective
Smart E-mail Practices
• Write with hidden readers in mind
(SW Airlines lesson)
• Provide specific subject lines, change
subject line if topic in thread changes
• Consider tagging emails to help the reader
gauge importance (FYI, Urgent, Action)
• Personalize message with salutation
and courteous close
• Provide clear, complete
1st sentence
• Be concise, well organized
(1 e-mail: 1 topic)
Smart E-Mail Practices
• Don’t send anything you wouldn’t
want published e-mail = evidence)
• Don’t use e-mail to avoid contact
(1 response rule)
• Never respond when angry
• Resist humor, sarcasm,
facetiousness
• Assume all e-mail/IM
is monitored
• Use CC and Forward carefully
The Most Common
E-mail Mistakes
Who’s mistake is this?
End