Week 5

1. Week 5 Memo, E-mail and Letters Technical Communication John M. Lannon PowerPoint prepared by Jimidene Murphy (and messed with by Ray Lacina – shhh….)

2. 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?

3. Advantages • A written message: • Lessens chance of misunderstandings • Gives readers concrete document to refer to later for clarification • Ensures that all people receivesamemessage • Example?

4. 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?

5. An Effective Message • Well-organized • Concise • Written in Reader Friendly Style (not “Letterese” • Gives prominence to main idea • Satisfies reader’s informational needs

6. 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

7. Elements of a Usable Memo • Easy to scan • Easy to file • Easy to retrieve • Effective headers, subject lines, and body text

8. Parts of a Memo • Heading • Body • Special Notations • Sample Memo

9. 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

10. Giving Good News • Necessary details: • Anything that helps reader understand message • Will notbenefitreader if it doesn’t give all the details necessary for him to fully understand message • Anticipatequestions—You Attitude

11. 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

12. 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’tleave reader with negative impression • Review

13. Good News Messages • Effect of Good-news memos on readers • Capture reader’s attention • Satisfy their informationalneeds • Build & maintain their good-will

14. 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

15. When to Use: Requests • First, ask yourself: What info do I need? What action do I want reader to take? • Beginmessage by making request • Next justifyrequest or inquiry with your reasons • Next, give precise description of what you need so reader can fulfill request or answer your inquiry

16. 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

17. Giving Bad News • Contain message reader may consider disappointing or unfavorable • Underlyingpurpose of every Bad-News message is to retain reader’s goodwill • Convey your sincere concern • Avoid personal rejection. Tone should be sincere and professional.

18. Guidelines for Bad News • Use You Attitude—if possible, show how bad news will serve your reader’sneeds 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

19. 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.

20. Giving Bad News • Positive opening • Serves as cushion for bad news that follows • Should flow from positive to negative, but don’tmislead reader

21. Giving Bad News • Explanation of circumstances • Want topersuade reader that refusal/denial is necessary • Give straightforwardexplanation supported by facts

22. 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

23. Giving Bad News • Constructive suggestion • Offer alternative • Provide info that will help reader fulfill his need • Offer appropriate substitute

24. 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

25. When to Use: Refusing Requests • Refusal should be clear, but not rude/slighting • Begin w/ buffer assuring reader you have carefully thoughtover his position, understand his needs • Briefly explain why answer was no • End on a positive note

26. 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