• lists the name of the writer(s) in the same way as the name(s) of

the recipient(s)
• there is no complimentary close or signature line, but authors
initial their names on the From: line
3. Date
• lists the month, date, and year the memo was written
• do not use abbreviations
• avoid using numbers for months and days
4. Re: or Subject
• indicates the main subject of the letter
• should be as specific and concise as possible
5. Cc or c
• lists those readers who should have a copy of the memo for
their information or reference but are not expected to carry out
the same action as the recipients listed in the To: line
• "cc" can also be placed at the end of the memo below the
distribution list (if used)
The body of the memo conveys the message and generally consists of 4
parts:
1. Introduction
• states the general problem or main idea
2. Statement of facts
• states the facts or discusses the problem or issue
3. Argument
• explains importance or relevance of facts
4. Conclusion
• summarises the main idea, suggests or requests action
• memos do not have a complimentary close or signature line
• memos end with a call to action

Email Writing

Email is a medium which has revolutionised the way in which we

communicate with each other. In particular it is important to consider:
1. Why you are using email.
2. The ways in which emails differ from letters and telephone
conversations these affect on:
• how the email is 'topped and tailed'
• the structure of the email
• how attachments are used
• how the email is formatted
3. How to use emails as effectively as possible. This involves:
• Perspective
• Reflection
• Response
• Organisation
4. Email etiquette:
• formality
• formatting
• flaming
• emoticons
• initialises

Email Basics
The advent of email has revolutionised business and personal
communication.
Emails inhabit a space somewhere between personal meetings,
telephones, and letters. They share advantages with each of these means of
communication. Like face-to-face meetings they are instant and direct and
allow a number of people to participate. Like telephone calls they are quick
and inexpensive. Like letters they allow those involved to keep a permanent
record or messages sent and received. But once sent you cannot monitor the
recipient's reaction to your message and then modify your message; when
you receive them you may misjudge the sender's tone, because you only
have words on the screen to go by. One of the advantages of emails is that
they are quick to send. On the other hand, as in a face-to-face or telephone
conversation, it is easy to say something that we soon regret. By contrast,
letters take longer to compose and seem to allow more time for reflection
before sending.
These elements matter
• Topping and tailing
• Structure
• Attachments
• Formatting

Topping and Tailing

When you compose an email you have to consider the frame within which
your message is set. This consists of a number of elements:

Structure
As we've seen, an email can vary in length from one word to thousands.
Short emails are often relaxed, informal, and unstructured. But longer
messages usually need a clear structure.

Attachments
If your message is rather longer than this, you may prefer to write it as a
separate document and attach it to a covering email. Attaching separate
documents has a number of advantages.

Formatting Emails
Email usually works in plain text mode. This means that you cannot use
formatting features such as bold and italic text, or different fonts and font
sizes.

Email Etiquette: Netiquette

Email does encourage a more relaxed way of writing than other more
traditional forms of communication. Nevertheless a number of conventions
have been established, which are often referred to as email etiquette.
1. Salutation and Formality
Like any form of communication, the salutation depends on the way you
see your relationship with the other person.

2. Formatting
Even in plain text email it is possible to indicate emphasis. The most
obvious way is to WRITE IN CAPITAL LETTERS. This is like raising
your voice-it should only be used very sparingly, otherwise it just becomes
irritating. Another way of emphasising a word or phrases is to put it
between inverted commas: "This is very disappointing". Titles of books,
films, etc. can be indicated by an underline.

3. Emotions
It is easy to respond over-emotionally to an email. This phenomenon is
sometimes referred to as 'flaming'. It can be avoided in the ways already
suggested: taking time to reflect, not sending messages off straightaway,
and so on. You should also do everything you can to avoid your message
being at all ambiguous. Jokes and irony can be very tricky when composing
an email message.
Another method that some people use when corresponding with people
they know well is to use emoticons: combinations of punctuation and letters
that draw sideways faces.
Some people like using these, others hate them. Never use them in
formal emails, though.

Emotion Interpretation
:-) Smiley face: can be used to express happiness or indicate
a joke
:-( Sad face
;-) Wink: can be used to express irony/sarcasm
:-] Very smiley face
:- c Very unhappy
:-X My lips are sealed
 :-Q I don't understand
:-P Sticking one's tongue out
:'-( Crying
:-/ Sceptical
:-o Surprised
:-* Kiss
O:-) Angel
:-Y Aside comment
:-[ Very sad face
:-I Indifferent face
:-D Surprise/shock/laughing
:-@ Scream
:-O Shout/yell

4. Your Message in Its Context

a. Don't break the thread
When replying to a message do so by unsung 'Reply; rather than
creating new message; this means that the thread of messages on a
single subject can be kept together by those involved.
b. Reply to whom?
In general it is better not to 'Reply to all' unless there is a good
reason for doing so. Work groups often set up their own rules on this.
c. Reply when?
Emails are a rapid form of communication. But they can go astray,
and the sender is never entirely sure if they have arrived. For all
these reasons it is helpful to reply promptly, even if only with a one-
liner acknowledging receipt, and promising to answer more fully
later.
d. Quoting in the reply
Another thing that bulks out emails unnecessarily is the habit of
copying the whole of the message you have received in your reply.
Some email clients do this by default, but it is usually possible to
organise things so that the program copies only those parts that you
want it to. Doing this can be very useful, especially if you have been
 asked a number of questions that you can follow each copied
question with your answer.
e. Cc or Bcc?
Any email address you put in the 'Cc' slot can be read by anyone to
whom you send the email. If you are sending a round robin message
to a number of people who do not need to know each other's contact
details, then you should put their email addresses in the 'Bcc' slot.
f. Forwarding
You may wish to forward a message you have received to someone
else to whom it was not originally sent. There are a couple of things
to remember here. The sender may not have wished anyone else but
you to see the message at this stage, so it is only courteous to ask
permission before forwarding it. Strictly speaking all messages are
the copyright of the person who sent the mail so copying them
without permission is a breach of the copyright law. In fact
forwarding emails is normal practice within organisations or
amongst other groups where there is a clear common goal and
forwarding is expected by those concerned.

15 Tips for Composing Clear, Concise

and Responsive Emails

1. Determine Your Desired Outcome

2. Quickly Answer, "What's the Point?"
3. State Benefits Clearly
4. Remember to KISS: Keep it simple, stupid
5. Save the Whole Story – Stick to the Facts
6. Pretend Face-to-face Intro
7. Text Message Trick
8. Avoid Excessive Compliments
9. Be Personal and Personable
10. Make it Easy to Be Found
11. Use Simple English
12. Font Matters
13. Formatting Matters
14. Minimise Questions
15. Trimming of Words

Netiquette Tips

• Make sure your e-mail includes a courteous greeting and closing.

Helps to make your e-mail not seem demanding or terse.
• Address your contact with the appropriate level of formality and
make sure you spelled their name correctly.
• Spell check - emails with typos are simply not taken as seriously.
• Read your email out loud to ensure the tone is that which you desire.
Try to avoid relying on formatting for emphasis; rather choose the
words that reflect your meaning instead. A few additions of the
words "please" and "thank you" go a long way!
• Be sure you are including all relevant details or information
necessary to understand your request or point of view. Generalities
can many times cause confusion.
• Are you using proper sentence structure? First word capitalised with
appropriate punctuation? Multiple instances of !!! or ??? are
perceived as rude or condescending.
• If your email is emotionally charged, walk away from the computer
and wait to reply. Review the Sender's email again so that you are
sure you are not reading anything into the email that simply isn't
there.
• If sending attachments, did you ask first when would be the best time
to send? Did you check file size to make sure you don't fill the other
side's inbox causing all subsequent e-mail to bounce?
• Refrain from using the Reply to all features to give your opinion to
those who may not be interested. In most cases replying to the
Sender alone is your best course of action.
• Make one last check that the address or addresses in the To: field are
those you wish to send your reply to.
• Be sure your name is reflected properly.
• Type in complete sentences. To type random phrases or cryptic
thoughts does not lend to clear communication.
• Never assume the intent of an email. If you are not sure – ask so as to
avoid unnecessary misunderstandings.
• Just because someone doesn't ask for a response doesn't mean you
ignore them. Always acknowledge emails from those you know in a
timely manner.
• Be sure the Subject field accurately reflects the content of your
email.
• Don't hesitate to say thank you, how are you, or appreciate your help!
• Keep emails brief and to the point. Save long conversations for the
old fashioned telephone.
• Always end your emails with "Thank you," "Sincerely," "Take it
easy," "Best regards" - something!

Formatting Emails
Do not type in all caps. That's yelling or reflects shouting: SCREAM it is
called in Internet jargon.
• If you bold your type, know you are bolding your statement and it
will be taken that way by the other side.
• Do not use patterned backgrounds. Makes your email harder to read.
• Stay away from fancy fonts – only the standard fonts are on all
computers.
• Use emoticons sparingly to ensure your tone and intent are clear.
• Typing your emails in all small case gives the perception of lack of
education or laziness.
• Refrain from using multiple font colours in one email. It makes your
email harder to view and can add to your intent being misinterpreted.
• Use formatting sparingly. Instead try to rely on choosing the most
accurate words possible to reflect your tone and avoid
misunderstandings in the process.

Email Attachments
• When sending large attachments, always "zip" or compress them
before sending.
• Never send large attachments without notice! Always ask what
would be the best time to send them first.
• Never open an attachment from someone you don't know.
• Be sure your virus and spyware programs are up to date and include
scanning of your emails and attachments both incoming and
outgoing.
• It is better to spread multiple attachments over several emails rather
than attaching them all to one email to avoid clogging the pipeline.
• Make sure the other side has the same software as you before
sending attachments or they may not be able to open your
attachment. Use PDF when possible.

Email Forwarding
• Don't forward emails that say to do so—no matter how noble the
cause may be, don't. Most are hoaxes.
• If someone asks you to refrain from forwarding emails they have that
right and you shouldn't get mad or take it personally.
• When forwarding email, if you cannot take the time to type a
personal comment to the person you are forwarding to—then don't
bother.
• Don't forward anything without editing out all the forwarding >>>>,
other email addresses, headers and commentary from all the other
forwarders.
• Be careful when forwarding email on political or controversial
issues. The recipient may not appreciate this.

Business Email
• Think of your business email as though it was on your business
letterhead and you'll never go wrong!
• If you cannot respond to an email promptly, at the very least email
back confirming your receipt and when the sender can expect your
response.
• Emailing site owners about your product or service through the site
form is still spam. Ask them if they want more info first!
• When replying to emails always respond promptly and edit out
unnecessary information from the post you are responding to.
• Formality is in place as a courtesy and reflects respect. Assume the
highest level of formality with new email contacts until the
relationship dictates otherwise. Refrain from getting too informal too
soon in your email communications.
• Never send anyone an email they need to unsubscribe from when
they didn't subscribe in the first place!
• Be very careful how you use Reply to All and Cc: in a business
environment.
• Never send business attachments outside of business hours and
confirm that the format in which you can send can be opened by the
other side.

IM, Blackberry
• With IM and Chat, try not to be overly cryptic or your meaning can
be misread.
• Use Instant Messaging (IM) for casual topics or informational briefs.
IM is not the place for serious topics or confrontational issues.
• Start by always asking if the person you are IMing is available and if
it is a good time to chat. Refrain from IMing during meetings or
when your attention is required.
• Practice communicating briefly and succinctly.
• Use IM for casual topics or informational briefs. Serious topics are
not for IM.
• IMing is not an excuse to forget your grade school education.
• If you are not a smooth multi-tasker, do not continue multiple IM
sessions and leave folks hanging while you communicate with
others.
• Learn how to use the features of your IM program. Specifically your
"busy" and "away" message features.
• Never IM under an alias to take a peek at friends' or associates'
activities.