Business Communication (2)

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Business Communication (2)

• Routine Memos E-mail Messages
• Delivered on April 7, 2002

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Business Communication (2)

• Key Contents Of Chapter 8---Lecture 2
• I. Characteristics and Skills of Memos
  E-mail Messages Writing
• II. Effective Efficient Use of E-mail
  Layouts Formats
• III. Types of Memos E-mails
• ? Information Procedure
• ? Request Reply
• ? Confirmation

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Business Communication (2)

• Layout and Format of Memos E-mail
• Subject Line
• ? Summarize the Central idea
• ? Use an Abbreviated style
• Opening
• ? State the Purpose for Writing
• ? Ask Questions Immediately
• ? Supply Information Directly

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Business Communication (2)

• Body
• ? Explain Details
• ? Enhance Readability
• ? Supply Graphic Highlighting
• ? Be Cautious
• Closing
• ? Request Action
• ? Summarize Content / Provide Closing
  Thought
• ? Avoid Cliché Endings

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Business Communication (2)

• I. Characteristics Skills of Memos E-mail
  Writing
• ? To , Form, Date, Subject Headings
• ? Single Topic
• ? Conversational Tone
• ? Conciseness and Graphic Highlighting

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Business Communication (2)

• 1. Example of Heading of Memos and E-mails
• Date April 7, 2002
• To Kathy Adams Ed Peterson
• Deb Hanson Carol
  Sutton
• From Cathy Trimble, Coordinator
• Subject Executive Physical Program
• Body Part gtgtgtgtgtgtgtgt
• ?? ltdifferences of Routines vs
  memosgt

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Business Communication (2)

• 2. Writing Skills
• a. Analysis ,Anticipation, and Adaptation
• ? Do I really need to write this memo or
  e-mail ?
• ? Why am I writing ?
• ? How will the reader react ?
• b. Research, Organization, and Composition
• c. Revision, Proofreading, and Evaluation
• ? Revise for clarity, Proofreading for
  Correctness, and Plan for feedback

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Business Communication (2)

• II. Effective Efficient Use of Memos E-mail
• 1. Smart E-mail Practices
• ?Get the address right
• ?Avoid misleading subject lines
• ?Be concise
• ?Dont send anything you would not want
  published
• ?Dont use e-mail to avoid contact
• ?Never respond when youre angry
  (continued)

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Business Communication (2)

• ?Care about correctness
• ?Resist humor and tongue-in-cheek comments
• ?Limit any tendency to send blanket copies
• ?Use design to improve readability of longer
  messages
• ?Consider cultural differences
• ?Double-check before hitting the Send
• ?Protect against e-mail break-ins

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Business Communication (2)

• 2. Formatting E-mail Messages
• ?Guide words (to, from, date, subject, etc)
• ?Salutation (very optional insiders /
  outsiders)
• ?Body
• ? be typed with upper lowercase
  characters
• ? cover one topic
• ? avoid boldface italics
• ?Close Lines
• Sample E-mail letter lt next pagegt

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Business Communication (2)

• Date April 7, 200
• To Edward Shen ltlovercamel_at_sohu.co
  mgt
• From Julia Wang ltgifts_at_easyday.comgt
• Subject Group Work Discussion
• CC George Tanltyork tan_at_sohu.comgt
  David Liang ltlyamin_at_etang.comgt
• Dear ----,
• Please come to join our group work discussion
  with your preparations at 300pm at Coffee
• Tea House in Xiaoshan Hotel.
• Professor Mark informed group leaders that the
  group work will account for 40 of
• individual final marks. So everyone please come
  on time to the discussion without excuses.
• Best regards
• Julia Wang
• gifts_at_easyday.com

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Business Communication (2)

• 3. Planning a Business Letter ( 7 steps )
• ? Write down your aim Why to write
• ? Assemble relevant information documents
• ? Arrange points in order of importance
• ? Write a outline in note form
• ? Write a first draft
• ? Revise your first draft
• ?Information, language, and style
• ? Write , type or dedicate your final version

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Business Communication (2)

• 4. E-mail Netiquette
• ? Use correct formatting
• ? Respond immediately if requested
• ? Use design to help readers
• ? Identify messages that are information only
  and require no response
• ? Announce attachments
• ? Domt automatically return the senders
  message

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Business Communication (2)

• III. Types of Memos E-mails
• 1. Procedure Information Memos and E-mails
• ? information downward flow (top-down flow)
• ? tell how to complete a task (daily
  operation)
• ? supply details on organization activities,
  services, and actions
• ? avoid direct or indirect accusation and
  blame
• ? explain changes, give reasons, and suggest
  benefits to the reader

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Business Communication (2)

• 2. Request Reply Memos E-mail Messages
• ? Request internal routine information / action
• ? Use direct approach to start
• ? Prioritize your questions answers clearly /
  list in the order of questions requested
• ? Provide information in a logical coherent
  order
• ? Add any any attachments or more information in
  clear language

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Business Communication (2)

• 3. Confirmation Memos E-mail Messages
• ? Record oral decisions, directives,
  discussions
• ? Create a concise, permanent written record
  for reference in later business events
• ? Tips
• ?names titles of involved persons
• ?itemize major issues / points
  concisely
• ?request feedback regarding unclear /
  inaccurate points

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Business Communication (2)

• Strategies for Bad-news Messages
• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence

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Business Communication (2)

• Audience-Centered Tone
• The You attitude
• Positive wording
• Respectful language
• The Direct Approach
• State the bad news
• Give reasons
• End with a positive close

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Business Communication (2)

• The Indirect Approach
• Begin with a buffer
• Follow with reasons
• State the bad news
• End with a positive close

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Business Communication (2)

• Begin With a Buffer
• Things to do
• Show appreciation
• Pay attention
• Compliment reader
• Be understanding
• Show sincerity

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Business Communication (2)

• Things to avoid
• Saying no
• A know-it-all tone
• Wordy phrases
• Apologies
• Lengthy buffers

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Business Communication (2)

• Provide Reasons That Support the Refusal
• Cover positive points
• Provide relevant details
• Highlight benefits
• Minimize company policy
• Avoid apologizing

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Business Communication (2)

• State the Message
• De-emphasize the bad news
• Use a conditional statement
• Focus on the positive
• Avoid blunt language

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Business Communication (2)

• Close With Confidence
• Maintain a positive tone
• Limit future correspondence
• Be optimistic about the future
• Remain confident and sincere

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Business Communication (2)

• Cultural Differences
• Proper tone
• Message organization
• Cultural conventions
• Writing Bad-News Messages
• Routine requests
• Organizational news
• Employment information

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Business Communication (2)

• The Status of Orders
• Ship either part or none of the order
• Work toward an eventual sale
• Communicate clearly
• Be confident and optimistic

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Business Communication (2)

• Claims and Adjustments
• Things to employ
• Courtesy and tact
• Indirect approach
• Positive attitude
• Understanding and respect

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Business Communication (2)

• Things to avoid
• Accepting blame
• Accusations
• Defamation
• Negative language

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Business Communication (2)

• Credit Decisions
• Requested by a person
• Requested by a company
• Organizational News
• Bad news about products
• Bad news about company operations

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Business Communication (2)

• Letters of Recommendation
• Requested by businesses
• Be direct
• State facts
• Requested by individuals
• Practice diplomacy
• Consider feelings

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Business Communication (2)

• Employment Applications
• Use the direct approach
• State reasons clearly
• Suggest alternatives
• Performance Reviews
• Provide feedback
• Review the job description
• Set an action plan

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Business Communication (2)

• Negative Performance Reviews
• Confront the problem
• Plan the message
• Maintain privacy
• Focus on the problem
• Obtain commitment
• Termination Letters

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Business Communication (2)

• Termination Letters
• Express the decision
• Give specific justification
• Minimize negative feelings