E-Mail Messages

1
E-Mail Messages

• Includes material from Guffey text Ch 8

2
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?

3
Quick Quiz

• What should be included in the header of an
  e-mail message?
• The senders e-mail address
• The receivers e-mail address
• The subject of the message
• The date
• All of the above

4
Quick Quiz

• What words do many e-mail users include in the
  first sentence of the message?
• Dear and the receivers name
• The receivers name
• Your organizations name
• The receivers organizations name

5
Quick Quiz

• What is the appropriate length of an e-mail
  message?
• 650-900 words
• Four to five screens
• One to two screens
• Any of the above

6
Memo/E-mail Format

• See Website

7
Formatting Hard-Copy Memos
MEMORANDUM DATE Current TO Dawn Stewart,
Manager FROM Jay Murray, Vice President
SUBJECT Telephone Service Request Forms 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 this new
procedure.
JM
8
Formatting E-Mail Messages
Single-space bodydouble-space between
paragraphs.
Write complete sentences and use upper and
lower-case letters.
9
The Writing Process
1
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 readers time?
Prewriting
Analyze Anticipate Adapt
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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.

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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.
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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

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E-Mail and Memos Closing

• Action information
• Dates or deadlines
• Summary of the message
• Closing thought

14
Communicating E-MailCritical 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

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Communicating in E-MailConversational Tone

• Purpose
• Create connection with reader
• Avoid sounding stiff, cold, curt, or overly
  formal

• Methods
• Short sentences
• Contractions (its)
• Pronouns
• Less formal salutation/signature
• First/second person with minimal use of I to
  keep focus on reader perspective

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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)

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Smart E-Mail Practices

• Dont send anything you wouldnt want published
  e-mail evidence)
• Dont 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

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The Most Common E-mail Mistakes
Whos mistake is this?
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End