GSH, Routine Business Communications--2
Composing Letters, Memoranda, and Email
Email, memoranda, and letters remain the most frequently-written business documents. To help you prepare these, , you will find it helpful to employ a common design strategy that will save you time and grief. Because these documents have become so universal, writers often forget to plan and then write carefully. Because business documents exist forever, you do not want to produce any document that would later prove embarrassing.
Memoranda
Because word processing makes development of memos relatively easy, most organizations generate too many memos, and many employees tend to ignore them or not read them carefully. In addition, employees often write memos without using the composing process--thinking in terms of the reader(s)’ perspective and choosing, organizing, and writing ideas with the reader(s) in mind.
Letters
Letters and memoranda follow similar development strategies. However, letters differ from memoranda in that letters are usually written to individuals outside the writer’s organization. Memos serve as interorganizational communications only. Memos are not accepted channels for official business with other companies and clients.
Appropriate email etiquette for continues to evolve, but email is an effective way to communicate information that can be textualized concisely. Email should be readable. Most of us receive too much email! If you want your email read, then be sure that your main purpose is clear, “up front,” and easy to see. Compare the emails that follow: Which one would you rather read? Why?
Version 1
Dear Colleagues,
As a follow-up to the announcement of the 5th Annual TAMU Assessment Conference being held on February 8th, 2005, the Office of Institutional Assessment and Diversity, will be offering scholarships to cover the cost of three registrations from each Academic College and Administrative Division. We would like to request that one of the college representatives be from the newly created College-level QEPC
memberships. The Assessment Conference will be held on Tuesday February 8, 2005 beginning at 8:45 a.m. in 201 of the Memorial Student Center. For planning and logistics purposes, please send your nominations of the three faculty or staff members from your unit to Dr. Mark Troy via e-mail at by Tuesday January 25, 2005.
This year's Assessment Conference Theme is "Assessing Research and Learning: What's in it for me?" The conference will help faculty and staff gain a better understanding of how assessment can assist them in their research and in program review. Two "conference tracks" have been designed to better meet faculty and staff's needs. Dr. Arthur B. Ellis, Director of the Division of Chemistry with the National Science Foundation, will lead Track 1, Assessment of Funded Research. Additionally, Dr. Peggy L. Maki, noted Higher Education Assessment Consultant, will be leading Track Two: Assessment of Programs and
Courses. Additionally, this conference will help Quality Enhancement Plan Principle Investigators (QEP PIs) develop skills in leading Evidence Based Decision Making processes in their own operational units.
Whether faculty and staff are interested in assessing research processes under the guidelines of a grant agency or looking to improve a course, an academic unit, or an administrative program, the Presentations of the 5th Annual Assessment Conference will offer your staff a wealth of knowledge about evidence based decision making and assessment.
I encourage you to take advantage of this opportunity to send three of your faculty and staff to this valuable professional development experience for free. In addition, I encourage you to identify others
who would benefit from this day long- workshop. Should you or any of your staff need further information of for registration information, they may go to the Conference website at:
http://www.tamu.edu/ode/assessment/. I am attaching 4 copies of the flyer for advertisements in your offices. If you are in need of more copies or have any other questions, please e-mail Dr. Mark Troy with
your request.
Version 2
Dear Colleagues,
Annual Assessment Conference Scheduled For Feb. 8
The conference theme, "What's in it for me?" speaks directly to the benefits of making assessment a fixture of Texas A&M's environment.
PROGRAM
The two conference tracks focus on assessing funded research and assessing student learning in courses and programs. This year's speakers are Arthur B. Ellis of the National Science Foundation, and Peggy L.
Maki, a higher education consultant.
WHEN, WHERE. COST
The all-day conference will be held at the MSC, room 201. Registration is $50 until Jan. 31st and $60 thereafter. This fee includes admission to workshops, lunch, parking, and conference materials.
REGISTER and PAY ONLINE
Registration and payment may be made online. More information can be found by visiting http://www.tamu.edu/ode/assessment, by calling Mark Troy at (979) 845-0532, or sending him
an e-mail at .
General Preparation Guidelines
Memos--Hard Copy or Email Letters
Because readers tend to ignore memos or read Make your main purpose for writing evident
them quickly, be sure you place the crucial in the first paragraph.
information first. Prepare readers for the main
information by using a clearly worded subject line.
Use formatting techniques to help readers move Try to keep your letter to one or two pages.
rapidly through your message. Format should Many organizations restrict the length of
reveal organization and content. letters because of the readability factor.
Always be concise. Keep sentences and If your letter is more than one page,
paragraphs short. Readers should have to consider using headings to guide your
read your memo only once to grasp your meaning. reader through it.
Guidelines for Ensuring Quality
· Watch how you sound when you choose words and structure sentences. Print out memos and letters and reread them carefully before you send them. Plan your email message with even greater care: once you sent it, you cannot change what you have said.
· Keep the seven C’s in mind as you develop memos, letters, and email: Be complete, concrete, correct, concise, clear, considerate, and courteous,. In short, be attentive to how what you say can be perceived by your reader. Rephrase anything than you think might be construed in ways you do not intend.
· Be aware of how your message looks. A letter or memo that is poorly typed or incorrectly formatted makes an unfavorable statement about the writer and the organization. Because email messages may be printed and copies made and distributed, design those with equal care.
· Watch for spelling errors, errors in sentence structure and standard English usage. Consider printing copies of email BEFORE you send them. Editing printed material often reveals errors you may have missed as you compose at your computer terminal.
· Use the following general structure for memos, letters, and email messages:
Paragraph 1 -- states the purpose of the message or the main information the reader
needs
Middle Paragraphs-- provide support for or development of the main topic stated in the
first paragraph. Limit each paragraph to one idea.
Final Paragraph -- tells the reader what to do or what position to take. The final
paragraph also provides appropriate ending comments.
______
Appropriate Tone in Memos, Letters, and Email
In addition to composing are well organized and visually pleasing messages, please use appropriate tone. What you write always carries with it a sound, an attitude toward the reader and the subject. As they absorb your message, readers often vocalize your sentences and phrases. In anything you write, it’s important to anticipate the tone that your reader will attach to what you say. Your purpose is to achieve a respectful, positive tone and avoid words and phrases that sound rude, sarcastic, or peevish. Remember: you want to be clear, but you also want to remain a favorable relationship with your reader.
Phrases to Avoid
Avoid phrases that suggest that the reader is careless or unintelligent:
You neglected to . . .
You failed to . . .
We fail to understand how . . .
Also avoid phrases that imply that the reader is lying:
You claim/state that . . .
Avoid writing that your reader can construe as flattery. Many people are sensitive to insincerity and to any attempt to force them to respond in a certain way:
It is indeed a profound privilege for us to work with you on this project.
We look forward to the opportunity to submit our full proposal. Your firm is known
for its commitment to excellence and value, which we are confident we offer.
Writing That Sounds Stilted
Attempting to sound objective can often produce is cold and unnecessarily impersonal writing:
The changes agreed upon per our conversation are here included.
Your immediate reply will be greatly appreciated.
Instead, write with a conversational tone that suggests you value your reader as a person:
The changes included here were the ones we discussed during our phone conversations.
Your replying to us by the end of the week will help us make our decision quickly.
Writing That Sounds Tactless
Many times, in an effort to be clear, writers can demean readers:
If your employees had read the procedures before installing the pump, they would have seen that the installation process requires that the sealant be allowed to set for one hour before beginning Part 2 of the installation. Not following this procedure causes the diagnostic to shut down because the sealant has not dried sufficiently to absorb the test stress. To avoid future installation problems, please see that your employees read the procedures and read them thoroughly.
Thinking about the sound writing can convey can help you present the same idea a less caustic way:
Please note in the procedure manual that the second half of the installation process cannot begin until the sealant has set for one hour. This amount of time is necessary for the sealant to dry sufficiently to absorb the test stress. Beginning Part 2 of the installation process before the sealant has dried will cause the diagnostic to shut down.
Guidelines for Dealing with Tone
As a writer, you cannot anticipate every nuance of meaning that your message will have for your reader. But you can be clear and maintain good will with your reader if ou keep the following guidelines in mind as your compose any memo, letter, or email:
· Allow more time for designing messages that arise from sensitive issues and that may
be subject to misreading. Try to avoid sending bad news by email.
· Anticipate the effects of messages that will convey negative or unwelcome news.
These can be misinterpreted by readers, who can also misjudge your attitude toward
them and the information you are transmitting. People often take bad news more
personally than the business situation warrants.
· Always analyze your reader as carefully as possible, particularly the reader’s frame
of reference and attitude toward both you and the subject. Always be courteous.
· Read aloud what you have written. When you hear what you have written, you can often
detect words and phrases that don’t convey the attitude you intend.
· For any difficult message, write the message, print it, and then let it to cool for a
while. Then, read the message to check for clarity and good will.
Planning and Writing Common Types of Memos and Letters
The following examples introduce situations in which writers need to respond by memo or letter. In each example, examine the situation requiring the communication and the response.
The Information Memo
Situation 1. B.J. Allen, an Administrative Assistant, needs to write a memo to approximately two dozen people announcing a meeting. Since the meeting will deal with budget cuts,
B.J. decides to se announce the meeting and include documents that those
attending will need to have read by the meeting. The memo explains the reason for the
meetings, the documents attached, and the proposed agenda. As B.J. explains, everyone
should bring the memo and the attached documents to the meeting.
Response to Situation 1: This response exemplifies a well-designed memo. Note the clearly-phrased subject line, the action required statement in boldface type, and the placement of the main information--the meeting and required attendance-in the opening sentence. The meeting agenda appears as a list,, and employees are told exactly what they should do with attached materials. The memo is concise; all information, visually accessible.
HCI Inc.
Memoranda
TO: Operations Support Staff DATE: February 24, 1997
FROM: B.J. Allen (ext. 4901) EMAIL:
SUBJECT: Agenda for March 10 Meeting on Proposed Budget cuts
REF: Vice President of Finance--memo of 10/31/96
ACTION REQUIRED: Prepare new Cost Figures for Your Projects by March 10
All project teams will be required to attend the March 10 meeting to decide how to cut the third and fourth quarter budgets. Please refer to the VP--Finance memo of October 31, 1996, for guidelines on cuts.
Time and Location: 8:30 A.M., Third Floor Conference Room
Please have four copies of your budget prepared. Aim for the 15% cut suggested by the 10/31 memo.
Meeting Agenda
1. Budget presentations and discussion
2. Proposed bid development on the North Shore Power Project (Attachment 1)
3. Revision of Procedures to Meet OSHA guidelines on oxygen tanks (Attachment 2)
4. Cost overrun problem with maintenance contractors on North Shore Project
(Attachment 3).
Please review all attached documents and be prepared to discuss viable solutions.
The meeting will probably last until noon. Please reschedule any meetings that will conflict. If you have other commitments, please let me know immediately by phone or email
encls. (3)
pc: File AC--21
M.L. Sellling
______
The Instructional Memo
Situation 2. Ebex Seismic, Inc. has recently established an arrangement with a rental
car service through which Ebex employees may request automobiles for use on company
business. Erica Brown has been assigned the responsibility of informing all employees
of the procedures for requesting a vehicle for business use. The instructions memo is one of the most common documents written in the business or technical organization.
Response to Situation 2. . The instructional memo is usually read quickly and for reference only. To be sure instructional memos are read and read correctly, use document design to place information carefully. The following instructional memo, if it is successful, will enable employees to request an automobile for use on company business with few problems.