How to write a memo-suggesting an idea/new approach

1. How to write a memo-suggesting an idea/new approach Step 1-Example: Before you write, assess your reader’s ( or readers’) perspective(s): • Denny’s reader was his boss. Here’s his memo’s header: To: Ryan O’Brien From: Denny Liang Date: March 15, 2011 Subject: Improving division problem solving • Before he started writing, Denny assessed his boss’ perspective. Because the division had just lost a client, Denny concluded that his boss might be receptive (open) to his suggestion.

2. How to write a memo-suggesting an idea/new approach Step 2-Example- Beforeyou write, determine or know your purpose: • Denny’s purpose was to make a case (show why he’s suggesting something) for changing how his division handles customer concerns or problems. • But because Denny wasn’t sure whether his idea had been tried before or whether his suggestion might be politically sensitive (could offend someone), he presented his idea to his boss before he shared it with his colleagues.

3. How to write a memo-suggesting an idea/new approach Step 3-Example-When you write, state your main point/message at start of your memo: Overview As you know, last month, our division lost a valued client, the East Company. This loss was due, in part, to a new competitor offering a lower price. However, another possible reason for this loss was our division’s slow response time in addressing an East concern. (boss’ perspective) This memo will lay out an alternative approach to solving problems that would improve the efficiency and effectiveness of addressing client concerns and, potentially, prevent future client losses.(Denny’s purpose)

4. How to write a memo-suggesting an idea/new approach Step 4-Example-When you write, lay out a logic flow for presentation: • In memos, use the sections of your logic flow to title each section that you write in your memo* • Topics (or “agenda”) that are covered in Denny’s memo(see slides 14-16 for how this would look in memo) - Current approach - An improved approach to problem solving - Potential next steps *Don’t create a separate “Agenda” as you would in a PowerPoint presentation

5. How to write a memo-step 5-1st section-suggesting an idea/new approach Current approach Each client service manager is responsible for handling his client’s concerns and complaints. There are two problems with this approach. First, client service managers spend over 90% of their time handling day-to-day operations at their client’s location. As a result, they have little, if any, time to address other issues. Second, there is no database of how other client service managers have resolved similar problems. Consequently, to address an issue, each service manager needs to reinvent the wheel. East Company wanted us to consider cutting our delivery time by a day. But the client service manager didn’t have the time or the manpower to undertake this request. Accordingly, when a competitor came along—let alone one with a lower price—our client was receptive.

6. How to write a memo-step 5-1st section-suggesting an idea/new approach-bullets points instead of writing out Current approach • Each client service manager responsible for handling his client’s concerns and complaints • Two problems with this approach: - client service managers spend 90+% of time handling day-to-day operations at client’s location; little time to address other issues. - no database of how other client service managers have resolved similar problems; each must reinvent the wheel • East Company request to cut delivery time by a day • Client service manager didn’t have time/manpower to undertake • Competitor came along with a lower price; client was receptive

7. How to write a memo-step 5-2nd section-suggesting an idea/new approach An improved approach to problem solving Based on my conversations with several client service managers, we may want to consider establishing a small team that would identify the key concerns our division’s clients have. In turn, this group would address these concerns and develop a database of solutions that client service managers could access as needed. To staff this team, we might consider young, high-potential individuals from finance, marketing, and sales. The benefits of this approach would be to improve the efficiency and effectiveness of resolving client concerns and, potentially, prevent future client losses.

8. How to write a memo-step 5-3rd section-suggesting an idea/new approach Potential next steps I would meet with each client service manager to identify unaddressed client concerns. Next I would put this input in a memo that I’d share with you. If you felt that this list was sufficiently important, we and the client service managers would meet to discuss an improved approach to client problem solving. If all agreed, you would assign a small team to implement this strategy. I’d appreciate your input on whether this recommendation might make sense for our division at this point in time.