Week 5
Memo, E-mail and Letters
Technical Communication
John M. Lannon
PowerPoint prepared by Jimidene Murphy (and messed with by
Ray Lacina – shhh….)
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
1
Why write?
What situations call for writing?
 Message is important or complex
 It’s necessary to create a written record.
 What are a few examples of situations
which might call for writing?
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
2
Advantages
A written message:
 Lessens chance of
misunderstandings
 Gives readers concrete document to
refer to later for clarification
 Ensures that all people receive same
message
 Example?
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
3
Disadvantages
Unfortunately, a written message also:
 Creates paper trails
 May irritate readers if a phone call
would have done the job
 May make a situation public that is
best dealt with in private
 Example?
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
4
An Effective Message
 Well-organized
 Concise
 Written in Reader Friendly Style (not
“Letterese”
 Gives prominence to main idea
 Satisfies reader’s informational
needs
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
5
Memos, Letters & E-mail:
 Document an agreement, action,
plan, or request
 Inform staff members about change
 Introduce a document
 Answer requests
 Request information
 Suggest a change
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
6
Elements of a Usable Memo
 Easy to scan
 Easy to file
 Easy to retrieve
 Effective headers, subject lines,
and body text
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
7
Parts of a Memo
Heading
Body
Special Notations
Sample Memo
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
8
Giving Good News



Main idea early
Present good news clearly, concisely,
courteously in pleasant, good-natured tone
Reader reaction is influenced by
sequence in which you present your ideas
–opening sentence that says “yes” will
grab reader and encourage him to keep
reading
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
9
Giving Good News
Necessary details:
 Anything that helps reader understand
message
 Will not benefit reader if it doesn’t
give all the details necessary for him
to fully understand message
 Anticipate questions—You Attitude
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
10
Giving Good News
Action step
 Tells readers what to do, how to do
it, & when
 Convince reader that action he must
perform is easy-- don’t make things
complicated—don’t appear
dictatorial
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
11
Giving Good News
Positive closing
 Emphasizes what has or will be done
& avoids mentioning anything that
can’t be done
 Key word is positive—don’t leave
reader with negative impression
 Review
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
12
Good News Messages
Effect of Good-news memos on
readers
 Capture reader’s attention
 Satisfy their informational needs
 Build & maintain their good-will
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
13
When to Use: Simple Memo
 Neutral—written for reader’s




information
Introduce reports, project outlines,
other material
Also used when reader is familiar w/
subject
Summarize recent conversations
Inform readers something has been
acted on, received, or sent
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
14
When to Use: Requests
 First, ask yourself: What info do I
need? What action do I want reader
to take?
 Begin message by making request
 Next justify request or inquiry with
your reasons
 Next, give precise description of
what you need so reader can fulfill
request or answer your inquiry
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
15
When to Use: Positive
Announcement
•
•
•
•
Announce positive change w/details
Outline any necessary procedural
changes that may affect staff, or any
actions they must perform before change
is implemented
Point out how any extra work change may
create will provide long term benefits
End w/ positive note, perhaps giving
credit to people who worked to bring about
change
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
16
Giving Bad News
 Contain message reader may
consider disappointing or
unfavorable
 Underlying purpose of every BadNews message is to retain reader’s
goodwill
 Convey your sincere concern
 Avoid personal rejection. Tone
should be sincere and professional.
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
17
Guidelines for Bad News
Use You Attitude—if possible, show how
bad news will serve your reader’s
needs and interests
Be tactful—don’t focus on reader’s
inadequacies or mistakes: make it
clear you are rejecting request, not
the person who made it
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
18
Guidelines for Bad News
Take problem-solving approach—
denied requests are problems to be
solved
Display confidence—don’t apologize,
explain
Reply promptly don’t get readers’ hopes
up, or let them figure out bad news for
themselves.
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
19
Giving Bad News
Positive opening
 Serves as cushion for bad news that
follows
 Should flow from positive to negative,
but don’t mislead reader
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
20
Giving Bad News
Explanation of circumstances
 Want to persuade reader that
refusal/denial is necessary
 Give straightforward explanation
supported by facts
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
21
Giving Bad News
Statement of Bad News
 Put in middle of paragraph to avoid
drawing attention to it—begin
w/explanation
 If bad-news clear from reasons, omit
this statement
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
22
Giving Bad News
Constructive suggestion
 Offer alternative
 Provide info that will help reader fulfill
his need
 Offer appropriate substitute
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
23
Giving Bad News
Positive closing
 Find ways to express appreciation or
invite further discussion
 You might ask reader to let you know
if an alternative you offered in
constructive suggestion is acceptable
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
24
When to Use: Refusing
Requests
Refusal should be clear, but not
rude/slighting
 Begin w/ buffer assuring reader you
have carefully thought over his
position, understand his needs
 Briefly explain why answer was no
 End on a positive note
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
25
When to Use:
Announcing Change
 Follow indirect pattern when
announcing any changes that may
be viewed negatively
 Review
 Exercise: Evaluate and Rewrite this
Memo
 Review: Training Memo
© 2003 Pearson Education, Inc., publishing as Longman Publishers.
26