Chapter 18 and pgs. 364-379: Memo Reports, Electronic Mail, and Correspondence
Memos are the core documents of any business organization.
They are used to inform colleagues and, therefore, by presenting ideas
and facts, the memo gives the reader (decision maker) an informed basis
for making decisions. Every place of business utilizes the memo as its
main means of inter-office communication. No matter what type, i.e.
recommendation, progress, etc., of memo is written, it is always
written in the same format or template. You need to become familiar
with the types and forms because once learned, they are used again and
again in the work place environment. Memos often begin with the company
logo imprinted at the top of the paper. Then, in the same order,
other headings appear. The example below is typical of a memo although
there may be slight variations among different companies.
|
NAME OF COMPANY/MEMO
TO: FROM: DATE: SUBJECT: BODY OF MESSAGE BEGINS HERE! |
Another issue covered by this chapter is the "Minutes of Meetings" section. This type of writing is the result of an appointed secretary who has recorded the proceedings of a meeting. More and more employees, because of working collaboratively, are being asked to provide such documents to management to illustrate how meeting time is spent. It is also important to note that official minutes of meetings are admissible in a court of law, so it is vital that accuracy is maintained. It is not enough to write that someone made a motion; the name of the person making the motion, voting, etc. must be specifically recorded. Members in attendance, approval or disapproval of motions, acceptance of prior minutes, tabling of issues, etc. should all be specifically recorded in a precise clear and informative fashion free of personal bias.
Since electronic mail is another type of high used workplace document, it should also be of concern to technical writing students. As the book pointed out, email is rapid, democratic, good for creative thinking and collaborative work in a business environment. However, email privacy and quality issues must be considerations. Never consider anything in an email totally private. In 2000, The Dow Chemical Corporation illustrated the point that business can, and will, have a legal basis to view what employees are doing on company computers on company time. Fifty-seven employees were discharged when their internet usage was traced. Also, ALWAYS check, and recheck, who the email will be delivered to--one person, or a group? We have had our own experiences, I am sure, on that and the book provided ample illustration. A friend of mine learned this lesson the hard way. She clicked "Reply" to a message from a list that went out to 900+ members throughout the world regarding a certain breed of dog. My friend thought she was replying to the writer of the message, but she was replying to the group that relayed the individual's message on to the entire group. She was totally embarrassed when she discovered that what she said about a particular dog and owner was worldwide knowledge in just minutes! In addition the quality of an email is an issue that little thought has been given to. With the ease of sending information via email, the writer often responds before thinking things through, adds to information deluge by creating long winded documents, and fails to adjust tone for the reader(s). Writers must remember that readers respond to exactly what they see visually on the email itself; what is heard by tone of voice, body language, etc. is not included, obviously, in email documents. The "Guidelines for Using Electronic Mail" are logical and sensible for every user of email. The disadvantages of email will certainly outweigh the benefits if the principles discussed are violated.
Finally, routine letter formats and letters of inquiry and claims
letter were discussed by Lannon. Students need to know at least
the
basic format for any letter presentation, and many do not. Review
the basic format carefully and particularly notice a date is included.
Observe the different types of salutations and complimentary closes, so
that you know what is appropriate for each type of letter writing opportunity.
Letters of inquiry and claims letters can be practical ways to obtain what
is necessary, be it information, services, return or adjustment of money,
and so forth. Remember, it is always important to end these types
of letters with a request for action. The company you are writing
to can't do anything if they don't know what you want. State your
desired action reasonably and clearly to maximize the likelihood of positive
results.
Summary of Key Points 
Last Updated: May, 2005
Patricia A. Hutchins
http://www.delta.edu/pahutchi/113unit3.html