Memoranda

Todays Presenter

Adelheid L. J. Thieme
1976: M. A. English, French
(University of Mnster, Germany)
1994: Ph. D. English Literature
(Arizona State University)
1995-present: Instructor at Arizona State University:
Business Writing, Writing for Professions
Creative Non-fiction, Composition
2000-present: editing, business writing for local non-profit organization
 Todays Topics
1. Defining memos
2. Preparing to write a memo
3. Formatting memos
4. Writing informative memos
5. Writing persuasive memos
6. Writing negative memos
7. Revising the message
8. Proofreading the message
1. Increased productivity
2. Strong business relationships
3. Enhanced professional image
4. Better financial results
5. Higher employee satisfaction
 Defining Memos
Memos are company internal letters.
(E-mail is taking over their function.)
Memos are more formal than e-mails, but
less formal than business letters.
Originally used only in hard copy, they
are now often processed electronically.
Memos vary in length.
(Short memos serve as inter- or intra-office
communication; long memos may serve as reports.)
 Preparing to write a memo
Learn your organizations memo policy.
Analyze the attitudes and expectations of
your audience.
-- Consider primary, secondary, tertiary etc. audiences.
-- Choose direct or indirect method.

Know the purpose of your message.

 MEMO
TO: All Employees
FROM: Arthur Dahlquist, General Manager
DATE: June 21, 2008
SUBJECT: Wide Area Telephone Service (WATS) Lines

WATS lines were installed three years ago to give all employees easier telephone
access to our customers and suppliers in other parts of the country. In fact, our
company's growth rate has increased since then, and we attribute at least part of
that growth to the new telephone system.

As sales have increased, so have our telephone bills. But, over the past few
months, those bills have been growing faster than sales. It seems that a few people
have been using the long-distance lines to make personal calls. Such misuse of the
WATS lines reduces our profits (and thus the amount available for profit sharing by
all employees), and it ties up lines that are needed for business calls.

Please do your part to keep our company profitable and healthy. If you absolutely
must make a personal long-distance call during business hours, please charge it to
your home phone. Your colleagues will appreciate your consideration.

Sample Memo
Memo
 Formatting Memos
1. Company Logo/Letterhead
Most companies use letterhead.

2. Date line
Lines up horizontally with printed Date/To/From/Subject
3. To line
Use readers name: e.g. John. K. Klein
Define group: e.g. All employees,
 Formatting Memos (cont.)

4. From line
-- Writers initials are added in ink.
-- Instead of initialing next to From line, you may
sign your name below last line.
5. Subject line
-- Provide a subject line that describes the topic and
focus of your message
-- Be specific and accurate to aid filing and later
retrieval.
-- Capitalize all major words except articles, prepositions,
and conjunctions.
 Formatting Memos (cont.)

Sample Subject lines

Vague: Energy Use Vague: Building

Temperatures
Specific: Low-Cost Way to Specific: Effectiveness of
Reduce Energy Use Reducing Building
Temperatures on
Weekends
 Formatting Memos (cont.)
For memos running two or more pages, use
a heading at the top of the second and
subsequent pages.
Brief Subject Line
Date
Page Number
or
Readers Name Page Number Date
 Formatting Memos (cont.)

Features of standard memos:

1. No salutation
Omit Dear Chris Crowell, Dear Employees,
2. No close
Omit Sincerely, Cordially,
3. No signature or signature block
 Formatting Memos (cont.)
4. Use full block format without indentation.

5. Headings are optional.

-- Never use a separate heading for the first paragraph.
-- Each heading must cover all the information until the
next heading

6. Double-space between paragraphs

7. Triple-space before a heading

 Writing Informative Memos
1. Present most important material first.
(The first sentence of the memo should explain clearly its
purpose, e.g. The purpose of this memo is to request
authorization to travel to the Juarez branch Thursday to
meet with the other inspectors.)
2. Arrange remaining material in
descending order of importance.
3. Use a moderately formal tone.
 Writing Informative Memos (cont.)
Date: June 3, 2008
To: All employees
Sample of
From: James Pearce, Human Resources
Informative Memo
Subject: Form for In-house Letters (memos)
_______________________________________________________________
This is an illustration of our memorandum stationary. It should be
used for written communications within the organization.

Notice that the memorandum uses no form of salutation. Neither

does it have any form of complimentary close. The writer does not
need to sign the message. He or she needs to only initial after the
typed name in the heading.

Notice also that the message is single-spaced with double spacing

between paragraphs.
 Writing Persuasive Memos

Structure of persuasive memos:

Attention: Your opening introduces your topic A
and encourages your audience to hear more
about your main idea.
Interest: Your explanation presents reasons and I
incites the interest of your audience.
Desire: Your continued explanation presents
additional benefits of your idea and changes
D
your audiences attitude.
Action: Your close emphasizes benefits and A
motivates your audience to take specific
action.
Sample of Persuasive Memo

In spite of our recent switch to purchasing Attention:

plastic products in bulk, our costs for the Attracts
plastic containers that we use at company readers
meetings are still high. In my January 5 attention to
memo, I included all the figures showing our problem
excessive costs.

In January, I suggested we purchase plastic

containers during winter months when Interest:
petroleum prices tend to be lower. Because Highlights
you approved that suggestion, we realized a ways of
10 percent savings this year. A recycling reducing costs
program offered by the city could easily
lead to additional savings.
Sample of Persuasive Memo (Cont.)

In addition to the cost in dollars is the cost in Desire: Points out

image. Many of our employees have solution of an
complained about our lack of a recycling associated
program for plastic containers. problem

I have attached a detailed report of the costs

involved. Our net savings in the first year Action:
should run about $500. The recycling plan will Motivates by
help build our public image while improving specifying
our bottom line. If you agree, lets meet next savings and
week. Please call me at ext. 2356 if you have requests
any questions. specific
action
 Writing Persuasive Memos (cont.)
Create goodwill by being respectful
Demanding: Submit your answer within one week.
Respectful: I would appreciate your answer within one
week.

Show you attitude by being positive and tactful

Negative:
Your complaint about our fees is way off target. They are
definitely not higher than those of our competitors.
Tactful:
Thank you for your suggestion concerning our fees. We
believe, however, that our fees are competitive, and in some
cases below, those of our competitors.
 Writing Persuasive Memos (cont.)
Emphasize readers needs and benefits
Weak: We must receive the sales receipt before we can
process the refund.
Improved: Please mail or fax the receipt so that we can
process your refund.

Use modest tone

Arrogant: My attached report is very thorough, and I am
sure you will be impressed.
Modest: The attached report contains details of the
refinancing options that I hope you will find
useful.
 Revising Persuasive Memos
Elements for consideration:

Tone
Structure
Visual appeal
Analysis of a Poorly Phrased Persuasive Memo

Date: Mon, 22 September 2008

From: Susannah Beech, Human Resources Administrator
To: Metro Power Employees
Subject: Coping tactics for technical failures

This is a reminder that computer problems should be reported to Bart Stone immediately, and the
violent tempers in the workplace cannot be tolerated.

Recently, three Metro employees were fired because of violent outbursts after an equipment failure.
One woman was kicking her printer and screaming obscenities. A man threw his keyboard across the
room when he couldnt get on the Intranet, and a third employee put a fist through his computer screen
after the system failed. We try to avoid firing people, but these employees frightened co-workers, so
we had no choice.

We will do the same to anyone who screams at their computers or kicks their printers in the future. You
can laugh, but its not funny. This is akin to workplace terrorism.

Computers should be turned off at night, cleaned with cleaning cloths, and food and drink products
avoided. There are many ways to combat rising tempers. Walks around the building are a good tactic
for calming down.

Technology glitches are not some unholy terror. They are commonplace. Lets behave like adults in the
future, shall we?

Susannah Beech, Human Resources Administrator

Improved Version

Date: Mon, 22 September 2008

From: Susannah Beech
To: Metro Power Employees
Subject: Coping tactics for technical failures

We all know the stress of racing toward a deadline and suddenly having your equipment fail. Here are a
few suggestions to help you stave offand cope withtechnical equipment and systems failures when
they do occur:

Stay cool. Tech failures are commonplace in business; your bosses and co-workers will understand.

Practice preventive maintenance. Use cleaning cloths and sprays regularly, keep liquids and foods
away from sensitive keyboards and printers, and make sure systems are shut down when you leave
at night.

For faster repair assistance, promptly report computer failures to Bart Stone, assistant director of
information services, ext. 2238.

The last suggestion is perhaps the most important to keep your career on track. Lost tempers, violent
outbursts, and rude language are threatening to co-workers, and could result in reprimands or other
disciplinary action. So stay calm and make good use of technical support hotlines and assistance.

Ask your supervisor for a list of support numbers to keep handy. The next time you experience a
technology glitch, youll be able to handle it as just another aspect of your business routine.

Susannah Beech, Human Resources Administrator

 Writing Negative Memos
General pattern of a negative memo:

1. A neutral, non-controversial opening statement that is

closely related to the point of the message (= buffer)
2. A logical, neutral explanation of the reasons for the
bad news
3. Statement of the bad news
4. A positive close
Sample of Negative Memo

Date: March 17, 2009

To: Financial Records Department Employees
From: Gerald Payne, Director of Financial Records Department
Subject: Student Requests for Quarterly Reports

We at Quality Corporation have recently been approached by college

business students who would like to conduct research on companies such
as ours. Their project sounds interesting, and we certainly wish we could
participate.
However, our board requires strict confidentiality of all sales information
until quarterly reports are mailed to stockholders. We release press reports
at the same time the quarterly reports go out, and we certainly would not
mind including the students in our future mailings.
Although we cannot release projected figures, we are more than willing to
share information that is part of the public record. We also value the
interest that business students take in our company.
 Revising Negative Messages
Elements for consideration:

Audience awareness
Organization
Content
Tone
Analysis of a Poorly Worded Negative Memo
Date: 28 May 2009
From: Walt Cummings, Director of Travel and Meeting Services
To: AZ Venture Traveling Executives
Subject: Travel Budget Cuts Effective Immediately

We need to start making some budget cuts in our travel expenditures.

These include staying in cheaper hotels, arranging flights for cheaper
times, and renting more reasonable cars.
The company needs to cut travel expenses by 25 percent. This means
youll no longer stay in fancy hotels and make last minute, costly
changes to your travel plans.
Never return a rental car with an empty tank! That causes the rental
agency to charge us a premium price for the gas they sell when they fill
it up upon your return.
Youll be expected to make these changes in your travel habits
immediately. Travel allowances will reflect the 25% reduction. In the
future, any expenses beyond the allowance will come out of your own
pockets.
Improved version

From: Walt Cummings, Director of Travel and Meeting Services

To: AZ Venture Traveling Executives
Subject: Cutting Travel Expenses
Date: February 25, 2009

I have received positive feed-back from all of you regarding your

attendance at conventions and trade shows. As we all know and
understand, they are a vital part to this companys growth and
success. However, after analyzi our travel expenses, it has come
to my attention that we can and have to curb our expenditures.
Listed below are a few ways that this goal can be easily achieved:
1. Travel and airfare are huge expenses. Please book flights no less
than three weeks prior to the event. You may also consider
taking advantage of Southwests ding or other discounted
tickets.
Improved version (cont.)

2. When renting a car, remember that carpooling and renting

fuel-friendly economy cars will save lots of money. As you all
know, the price of gas is a major factor in travel expenses, so
cutting down on gas usage is vital. Also take the time to refuel
the vehicle before returning it so that we can avoid the
company surcharge on gas.
3. Please book hotel rooms in advance to qualify for lower rates. If
at all possible, consider sharing a room with one of your co-
workers.
If you apply these money saving tactics to your travel plans, travel
expenses can be cut by 25%. In the future, any money spent
above the allowed amount will be your personal responsibility. If
you have any questions or comments, please feel free to
contact me. Thank you for your understanding and
cooperation.
 Proofreading the message
Watch for
Spelling
Grammar
Punctuation

Try to find the 10 errors in the following

message:
Proofread
Date: February 26 2009
To: All employees
From: Julia Wake
Subject: Protecting Webcor in the Blogosphere

Our companys reputation is vital to our success. Our public image plays a key roll in our
relationships with current and potential customers, suppliers, lenders, government agencies,
and community groups. In addition, our strategic plans, financial plans, and other
confidential information need to be protected for not only legal but competitive reasons as
well. These two factors, along with the need to ensure that company networks are not used
to transmit inappropriate materials, lead to the companys decision to begin monitoring
employee e-mail messages in 2002 and instant messages in 2004.

Trying to protect the companys important resources, monitoring of employee blogs will begin
on April 1. As with e-mail and IM, the intent here is not to spy on anyone or discourage their
conversations in the online community but rather to ensure that Webcor maintains a positive
culture internally and a positive reputation externally.

We also do not want to squelch legitimate and constructive criticism within the company. If
you do have a question or concern; I encourage you to speak with your immediate
supervisor. If that conversation does not yield satisfactory answers, please take advantage of
our open-door tradition to speak with any member of senior management.

If you have any questions about the blog monitoring effort, please fell free to e-mail me or
call me at extension 254.
 Proofreading the message (cont.)

Date: 2-10-2009
To: All employees
From: Julia Wake
Subject: Protecting Webcor in the Blogosphere
1. In dates, use figures for the day and year, but spell
out the month (especially in international
communication).
U.S. usage: February 10, 2009
Military and European usage: 10 February 2009
 Proofreading the message (cont.)

Our companys reputation is vital to our success.

2. companys (Note the possessive case)

Use of apostrophe for possession:

Singular noun: my companys policies (noun +

apostrophe + s)
Regular plural noun: my neighbors houses (noun + s +
apostrophe)
Irregular plural noun: the womens dresses, the mens
conference, the childrens toys (noun + apostrophe + s)
 Proofreading the message (cont.)

Our public image plays a key roll in our relationships

with current and potential customers, suppliers,
lenders, government agencies, and community
groups.
3. a key role
role = proper or customary function
roll = object rolled up in cylindrical form (noun)
 Proofreading the message (cont.)

In addition, our strategic plans, financial plans, and

other confidential information need to be protected
for not only legal but competitive reasons as well.

4. not only but also

In addition, need to be protected for not only
legal but also competitive reasons.
Note similar expressions:
both and; on the one hand on the other
hand; either or; neither nor
Proofreading the message (cont.)

These two factors along with the need to ensure

that company networks are not used to transmit
inappropriate materials lead to the companys
decision to begin monitoring employee e-mail
messages in 2002 and instant messages in 2004.

5. These two factors, along with the need to

ensure that company networks are not used to
transmit inappropriate materials,
(Inserted phrases that provide additional
information need a comma on either side.)
6. led (led is past tense of the verb lead)
 Proofreading the message (cont.)

Trying to protect the companys important resources,

monitoring of employee blogs will begin on April 1.

8. Rephrase:
Trying to protect the companys resources, we will
also begin monitoring of employee blogs on April
1.
or
In the same spirit of protecting the companys
important resources, we will begin monitoring
employee blogs on April 1.
(Dangling modifier: monitoring cannot be
trying to do something.)
 Proofreading the message (cont.)

As with e-mail and IM, the intent here is not to spy

on anyone or discourage their conversations in the
online community but rather to ensure that Webcor
maintains a positive culture internally and a positive
reputation externally.

9. Pronoun agreement:
As with e-mail and IM, the intent is not to spy on
employees or discourage their conversations
 Proofreading the message (cont.)

We also do not want to squelch legitimate and

constructive criticism within the company. If you do
have a question or concern; I encourage you to
speak with your immediate supervisor.

10. Use of comma vs. semicolon:

If you do have a question or concern, I encourage you to
speak with your immediate supervisor.
A comma is used to separate a subordinate clause from the
following main (= independent) clause.
A semicolon typically separates two independent clauses that
are closely related in meaning if there is no conjunction (for,
and, nor, but, or, yet, so) between them.
(e.g. We are late; we need to leave immediately.)
 To: Steve McArthur, Jay Rosen
Date: July 24, 2009
From: Jim Barnard JB
Subject: Proofreading Letter Announcing Partnership

Here is my draft for a letter to announce are new partnership

to clients. Please indicate changes on this memo and return
it to my mailbox. Thanks.

Dear <<first name>>,

After 30 years at Madison & Cowden I have decided to join
with two other advisors and create a Partnership. Our
combined experience gives you the benefit of over half a
century of knowledge and three sets of eyes watching your
investments.
My new partners, Steve McArthur and Jay Rosen both have
25 years of experience as Advisors and are focused in the
same areas that I have focused on with you for many years.
Steves experience includes working as a Branch Manager
in Orange County and Jay was a Complex Manager
running much of of Orange County as well as all of Riverside
County at UBS Financial Services. They both hold degrees in
economics from the University of Southern California. We all
believe in the same time tested principals of building solid
stocks and bonds in quality enterprises.

We look forward to continuing to serve you here at Madison

& Cowden in the years ahead. Steve and Jay will be
making contact to introduce them selves to you over the
coming weeks.
<< my signature>>
 Characteristics of
Effective Memos
Civilized: use courtesy and tact
Concise: condense information
Coherent: use clear and logical structure
Compelling: use persuasive diction
Correct: follow conventions of quality writing