Chapter 6: Memorandums, E-mail, and Routine Messages

Question 1

What is a memorandum (memo)?

Answer 1

A memo is a specially formatted document sent to readers within an organization. It serves many purposes including reminders, instructions, records of actions and decisions, data-gathering tools, and aids to problem-solving.

Question 2

How is email different from traditional memos?

Answer 2

Email is a messages distributed by a computerized mail service that brings the best of memo style to internal and external communication. It uses the same time-saving format and straightforward approach as memos but eliminates the need for printing.

Question 3

What are the three key characteristics of a memo?

Answer 3

The key characteristics of a memo are: a single-topic focus, brevity, and a two-part structure consisting of a header and a message (divided into an opening, body, and closing)

Question 4

What is the header of a memo?

Answer 4

The header of a memo is a block of text appearing at the top of the document, usually consisting of date, recipient, sender, and subject guide words.

Question 5

How does a memo or email benefit from additional formatting techniques?

Answer 5

Additional formatting techniques such as the use of headings, subheadings, boldfaced elements, italics, bullets, and lists can enhance readability, particularly for longer or more complicated messages

Question 6

What is the standard structure of a memo?

Answer 6

The standard structure of a memo consists of Date, To, From, and Subject fields, followed by the body of the message. The body itself usually has an opening, main content, and a closing.

Question 7

How should the “Date” field be filled in a memo?

Answer 7

The “Date” field in a memo should provide the complete and current date. The format can follow company practice, which could be North American (May 1, 2018) or European (1 May 2018) styles.

Question 8

What information should be included in the “To” field of a memo?

Answer 8

The “To” field of a memo should identify the person(s) to whom the message is addressed. This could include the job title and department of the addressee, courtesy titles, professional titles, or group designations.

Question 9

What is the purpose of the “From” field in a memo?

Answer 9

The “From” field identifies the author or origin of the message. This could include the author’s job title and department name if necessary.

Question 10

What is the purpose of the “Subject” field in a memo?

Answer 10

The “Subject” field identifies the topic and/or purpose of the message for reading and filing. It should be specific, brief, and ideally not exceed one line.

Question 11

What does “CC” stand for in a memo?

Answer 11

“CC” in a memo stands for “carbon copy,” indicating the names of anyone who will receive a copy of the message but is not a direct addressee. In emails, care should be taken to avoid unnecessary copying to prevent clogging receivers’ inboxes and email system

Question 12

What are the key components in the structure of a memo?

Answer 12

The key components are:

Opening - Contains the most important information, purpose of the memo and/or action required.

Subject line - Indicates the document’s title, topic, purpose, and importance.

Body - Provides detailed information about the subject matter.

Closing - Summarizes the content and indicates next steps, invites feedback, provides contact information, etc.

Question 13

What is the purpose of a list in a memo or an email?

Answer 13

purpose of a list is to order and emphasize important information, break up solid blocks of text, sequence events and actions, and make concepts easier to understand, remember, and reference

Question 14

What are the features of an effective list in a memo or an email?

Answer 14

An effective list should have:

A lead-in introducing, explaining, and putting the items that follow in context.

Parallel phrasing for every item.

Semantic and grammatical continuity between the lead-in and items.

Adequate transition to the sentences that follow after the list.

Question 15

How are lists formatted in memos and emails?

Answer 15

Lists can be formatted in two ways: horizontally (or in-sentence) and vertically (with points preceded by bullets, numbers, or sometimes letters).

Horizontal lists give minimal emphasis but are less intrusive. Vertical lists break up blocks of texts into manageable segments and indicate chronological sequence or importance.

Question 16

What is “chunking” in the context of list design in memos and emails?

Answer 16

Chunking is the grouping of related items together so they are remembered as a unit. It’s based on the idea that the average person’s short-term memory can store seven pieces of data, plus or minus two, depending on the complexity of the information. It’s used to determine how many items a vertical list can accommodate

Question 17

Figure: Opening, body and closing

Answer 17

Question 18

Figure: Paper based memo

Answer 18

Question 19

When is it preferable to use a hard-copy memo instead of electronic transmission

Answer 19

A hard-copy memo is preferable when legality, confidentiality, or document integrity are primary concerns, or when preserving layout or formatting features that e-mail systems cannot accommodate is necessary.

Question 20

What are some key guidelines to follow when writing memos?

Answer 20

Key guidelines include:

Fill in appropriate information, including a strong subject line, after headers.

Be brief and follow the style guidelines of your organization.

Be direct and begin with the most important point.
Provide only as much background or evidence as needed.

Itemize supporting details in bulleted or numbered lists.

End courteously with a request for specific action, reason for the request, and deadline

Question 21

What is the main advantage and disadvantage of email communication?

Answer 21

The main advantage of email is its ease and speed of transmission, along with its versatile capabilities.

However, the same feature can be a disadvantage because it can lead to hastily written, unclear, or unprofessional messages.

Question 22

What is “netiquette”?

Answer 22

Netiquette is the informal code of conduct governing polite, efficient, and effective use of the Internet.

Question 23

Define “flaming,” “distribution list,” and “spam” in the context of email communication.

Answer 23

Flaming refers to the act of sending out an angry e-mail message in haste without considering the implications.

A distribution list is a group of e-mail recipients addressed as a single recipient, allowing the sender to email many users without entering their individual addresses.

Spam is an advertising message—electronic junk mail—sent widely and indiscriminately.

Question 24

What are 11 guidelines for writing an email?

Answer 24

• Keep it brief
• Remember that e-mail is not your only option
• Compose crucial messages offline
• Follow organizational rules for e-mail
• Don’t use company e-mail for personal communication
• aim for a balance of speed and accuracy
• Keep your messages professional
• Understand that e-mail is not guaranteed to be private
• Don’t “write angry”
• Don’t send unnecessary messages
• Protect yourself and your company

Question 25

What are some principles to manage your e-mail and maintain professionalism?

Answer 25

Key principles include:

Schedule time for reading and writing e-mails.
Do regular inbox clean-ups.
Scan all new messages before responding.
Use filtering options and anti-spam software.
Properly store e-mail messages following your organization’s guidelines.

Question 26

What are some guidelines for formatting and writing professional e-mails?

Answer 26

Type the e-mail address correctly and determine distribution lists beforehand.

Compose an action-specific subject line.

Design messages for clarity and readability, using professional fonts and reader-friendly formatting.
Keep paragraphs and sentences short to improve readability.

Use appropriate greetings, get to the point immediately, and sign off with a complimentary close.

Include an informative automatic signature in external e-mails.

Edit your text and run a spell-check.

Follow common-sense rules for attachments, including appropriate labeling and summarizing their contents.

Be patient and allow a reasonable amount of time for a response.

Question 27

Define “salutation” and “complimentary close” in the context of email communication.

Answer 27

Salutation refers to the greeting in a letter or email, used to address the person being written to. Complimentary close is a formulaic closing, usually a word found after the body of a letter and before the signature. It maintains the tone of the greeting and of the message as a whole

Question 28

What should be included in an automatic email signature for external e-mails?

Answer 28

The signature should include
your first and last name,
job title and company affiliation,
contact information including company website and international prefixes for contact numbers.

It might also include clickable-icon links to your professional social profiles, a photo, meeting booking link, call-to-action, pronouns, and territorial statement

Question 29

What are some considerations when dealing with attachments in e-mails?

Answer 29

Before creating an attachment, consider if its contents could be put in the text of the message. Label attachment documents so they can be easily recognized, and summarize their contents in your e-mail. Identify the application you are running as well as its version, and ask permission before sending large attachments, or multiple attachments, to make sure your recipient’s system or device can handle them.

Question 30

How should the style and tone of professional e-mails be managed?

Answer 30

The style and tone of e-mails should reflect what they replace (face-to-face conversations, phone calls, traditional letters). They can accommodate a range of styles, with semi-formal or conversational style applicable to most routine communication. Tone is hard to control due to the informal nature of e-mails, but care should be taken to avoid misunderstandings and rudeness.

Question 31

What are the key elements of an effective informative memo or e-mail?

Answer 31

An effective informative e-mail or memo must be clear and direct.

It should have a clearly worded subject line, direct opening, clear explanation, follow-up instructions (often in a numbered list), good closing, and positive emphasis.

This supports the informative aim of the message.

Question 32

What is an informative memo?

Answer 32

An informative memo is a brief message conveying information to which the reader will react neutrally. It typically conveys announcements, company policies, guidelines, instructions, and procedures.

Question 33

What should be considered when writing a request memo or e-mail?

Answer 33

Request memos and e-mails should be direct.

Readers should know what is being asked of them and the action they must take by the end of the first paragraph. Politeness, reason for the request, reader benefits, and an end date can build goodwill and help ensure a useful and timely response.

The tone should not be too apologetic or demanding to avoid resistance.

Question 34

What is a request memo?

Answer 34

A request memo is a message that asks the reader to perform a routine action. If the request makes a sizable demand on the reader’s time or resources, it should include a reason for the request and follow an indirect plan to reduce resistance.

Question 35

FIGURE 6.4 Effective Informative E-mail

Answer 35

Question 36

FIGURE 6.5 E-mail that Requests

Answer 36

Question 37

How should response messages be structured in professional communication?

Answer 37

Response messages should be direct, complete, focused, and well organized.

They should open with the most important fact or answer, reference the original request, and arrange responses according to the order of the original request.

Additional relevant information can be included, and the closing should sum up the response or offer further assistance.

Prompt replies indicate efficiency and willingness to help.

Question 38

What are goodwill messages and what is their purpose?

Answer 38

Goodwill messages are messages that put good wishes ahead of business transactions to reinforce professional and personal bonds between the sender and recipient.

These include thank-you messages, congratulatory messages, and other messages of appreciation or recognition.

They are designed to enhance the value of a business beyond its tangible assets by creating bonds of friendship, trust, and mutual understanding

Question 39

How can goodwill messages be effectively communicated?

Answer 39

Goodwill messages should identify the situation, include a few reader-focused details, and end pleasantly with a forward-looking remark.

Avoiding trite or wooden expressions can help the message come across as spontaneous and sincere.

While e-mail is a common means for quick or impromptu goodwill messages, more formal typed or handwritten letters may be considered for deferential and reserved communication.

Question 40

Thank you message

Answer 40

Question 41

Follow up message

Answer 41

Question 42

What is the purpose of a follow-up message in business communication?

Answer 42

A follow-up message serves as a record of a meeting or conversation, confirming the time, place, and purpose, and providing a reminder of the basic facts, directives, decisions, and issues discussed. It helps reduce the chance of retractions, falsifications, or broken commitments and provides proof of verbal agreements.

Question 43

What is instant messaging (IM) and how is it used in business communication?

Answer 43

Instant messaging (IM) is the exchange of messages over the internet between two or more users who are online simultaneously. It combines features of synchronous, real-time communication with traits more commonly associated with email. Business relationships that start with email often develop further via IM, especially for networking purposes.

Question 44

What are some good practices to follow while using email and IM?

Answer 44

Some good practices include: checking your inbox at regular intervals, responding promptly, filing messages for easy reference, avoiding unnecessary replies, creating descriptive subject lines, putting your main message in a strong opening, being cautious about what you write since email is permanent and public, using conversational language, and incorporating responses into the original message for clarity.

Question 45

What are the key points to remember while drafting memos and emails?

Answer 45

Key points include

using hard-copy memos sparingly and emails for internal and informal external communication,

providing clear subject lines,

using accurate headers,

organizing messages with an opening,

main body,

and closing,

incorporating lists for clarity and conciseness,

observing proper netiquette,

and using the direct approach for most memos and emails that inform, request, respond, convey goodwill, and follow up