Chapter 5 Memorandums Email and Routine Messages Business

Chapter 5: Memorandums, E-mail, and Routine Messages Business Communication Ida Fascione Jasper Fyson Jennifer Pouliot Mamoun Bennani

Introduction • Memos ( Ida) • Emails (Jennifer) • Routine Messages ( Mamoun) • Instant Messaging (Jasper)

MEMOS

GOOD MEMO Single Topic Header+ Message Brief

FORMATTING TECHNIQUES Header • block of text that appears at the top of a document to let readers know what the content of the message will be Headings • visual markings consisting of words or short phrases that indicate the parts of a document Boldface • thick, black, typeface used for emphasis Bullets • visual cues, usually large dots or squares, that set off items in a vertical list or emphasize lines Italics • sloping letters used for emphasis on certain words.

FORMAT • Date • The date the memo was issued To • To who the memo is addressed From • The message origin Subject • Topic of the message CC • Carbon copy: anyone who would also receive a copy of the message

MEMO ORGANIZATION Opening Efficient Memo Body Closing • Reason • Answer main questions • Explain situation in depth • In order (chronologically/importance) • Summary • Feedback

Lists in Memos • All lists should include: A lead-in sentence – Between 3 -8 articles – Use a colon to introduce a list – • Horizontal lists: – • 4 -5 items Vertical lists: – Bullets or numbers

How to write an good memo: • 1) Write the heading • 2) Consider who the audience should be • 3) Introduce the issue to the readers in the opening • 4) Explain the course of action in the body • 5) Suggests ways to solve the issue in the closing • 6) End the memo by restating the action that must be taken • 7) Review your memo and make sure it is clear, concise and contains no errors

EMAILS

WRITING Type correctly Subject line Wrap up after 70 characters • Make sure there is no mistake in your recipient list and that you are sending the electronic mail only to the people concerned. • Be as specific as possible, help recipients prioritize their messages. • Make sure you fixed you lines length in your settings before writing an email regular mix of upper- and lowercase letters • Use proper punctuation and capitalization when writing an email. Keep paragraphs and sentences short • Organize your email in order to facilitate the reader’s task. Use double-space paragraph breaks in when changing subjects.

FORMATTING • Use appropriate greetings : Hello, Hi, Greetings, etc. • Get to the point : Be clear and precise. • Use lists without overloading them : Keep them between 3 to 8 pts. • Sign off with a complimentary close and your name : Regards, Thanks, Cheers, Sincerely, etc. • Tell people who you are : Set up an automatic signature. • Edit your text and run spell-check • Don’t be impatient for a reply !

TYPES OF EMAILS Informative • Clear and straight to the point. Should be positive. Email that Requests • Should be requesting one or more thing with an explanation for the need of those requests. Email that Responds • Should answer every request made in order they were read in the previous email. Goodwill • Use to send a thank-you or congratulatory email. Help reinforce the relationship between the reader and writer of the email. Follow-Up • Mostly used after meeting to follow-up on the major points covered and participants.

Email Protocols “an agreed-upon format for sending and receiving e-mail messages” IMAP: Access e-mails on a server Ex: Gmail POP 3: E-mails stored on a server until “received”. Ex: Outlook HTTP: Send and receive messages through a website. Ex: Hotmail

Case Study - Email As a director of loss prevention for a small chain of grocery stores, write an email to store managers advising then of a surge in the use of counterfeit Internet discount coupons. In recent months, the problem has grown more serious. In July, for example, retailers were hit with a flood of bogus coupons promising free ice cream bars from Häagen-Dazs, a brand represented in Canada by Nestlé. With this in mind, advise store managers to monitor the situation closely and warn cashiers to closely inspect coupons offering free or heavily discounted items and to decline coupons without bar codes and expiry dates. Of course, you realize that some bogus coupons are difficult to detect because technophiles can easily alter manufacturers’ coupons or create their own from scratch with the right tools. The Food Marketing Institute, an international association based in Washington, DC, estimates that the frauds cost the sector up to US$800 million annually. Make it clear to your readers that the cost of these downloaded forgeries is a cost you prefer to avoid.

Subject: Counterfeit Häagen-Dazs Internet Discount Coupons Date: Suggested Email Response Fri. , Aug. 1, 2014, 10: 15 AM From: directoroflossprevention@grocerystore. com To: storemanagers@grocerystore. com During the month of July, an increased amount of counterfeit coupons circulated our grocery stores. This is a growing problem for the food selling industry. Food Marketing Institute estimates counterfeit Internet coupons account for US$800 million in coupon fraud each year. In an effort to prevent future incidents, we ask that you inform your respective cashiers of this issue. Coupons that offer substantial discounts or free products should be carefully examined. Also, coupons without bar codes or expiry dates are to be declined. Finally, we also ask that managers are watchful of fraudulent internet discount coupons. Although detecting fraudulent coupons is a difficult task, in doing so we can prevent future losses. If you have any questions, please contact me at directoroflossprevention@grocerystore. com.

Routine Messages

R. M PURPOSES • Providing information • Asking for information • Reply memos and email • Goodwill • Follow up

R. M RULES Good Organization Audience Awareness Clarity • Start with the main idea and provide all the necessary details. • You should consider your audience, the information a co-worker requires may not be the same information that your supervisor needs. • Write simple and straight to the point Concisness Courtesy Correctness • Inaccurate information or using bad grammar can affect your credibility.

Direct Pattern Main Idea Details Outcome

INSTANT MESSAGING

TYPES OF IM Public Enterprise • Anyone can sign up and software is free • Restricted access and security precautions in place

IM TRAITS Size Non. Intrusive Low delay No presence

ADVANTAGES AND PRACTICAL APPLICATIONS Huge base of global users Time efficient Mobile communication Reduces costs Data sharing in real-time Able to detect presence Track stock

ISSUES • Less personal interaction • Risk of information intercepted • Archiving issues • Inefficient use • Lack of guidelines • Not all business’ have adopt IM

CONCLUSION

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