Memoranda

Todays Topics
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2.
3.
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8.

Defining memos
Preparing to write a memo
Formatting memos
Writing informative memos
Writing persuasive memos
Writing negative memos
Revising the message
Proofreading the message

1.
2.
3.
4.
5.

Increased productivity
Strong business relationships
Enhanced professional image
Better financial results
Higher employee satisfaction

Defining Memos
Memos are company internal
letters.
(E-mail is taking over their function.)

Memos are more formal than emails, 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

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: AllEmployees
FROM:ArthurDahlquist,GeneralManager
DATE:
June21,2008
SUBJECT:WideAreaTelephoneService(WATS)Lines

WATSlineswereinstalledthreeyearsagotogiveallemployeeseasiertelephone
accesstoourcustomersandsuppliersinotherpartsofthecountry.Infact,our
company'sgrowthratehasincreasedsincethen,andweattributeatleastpartof
thatgrowthtothenewtelephonesystem.

Assaleshaveincreased,sohaveourtelephonebills.But,overthepastfewmonths,
thosebillshavebeengrowingfasterthansales.Itseemsthatafewpeoplehave
beenusingthelong-distancelinestomakepersonalcalls.Suchmisuseofthe
WATSlinesreducesourprofits(andthustheamountavailableforprofitsharingby
allemployees),andittiesuplinesthatareneededforbusinesscalls.

Pleasedoyourparttokeepourcompanyprofitableandhealthy.Ifyouabsolutely
mustmakeapersonallong-distancecallduringbusinesshours,pleasechargeitto
yourhomephone.Yourcolleagueswillappreciateyourconsideration.

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
4.

(cont.)

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
Specific: Low-Cost Way
to Reduce Energy Use

Vague: Building
Temperatures
Specific: Effectiveness of
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
4.

(cont.)

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.)

Arrange remaining material in

descending order of importance.
3. Use a moderately formal tone.
2.

Writing Informative
Memos
(cont.)
Date:
June 3, 2008
To:

All employees

Sample of
Informative
Subject: Form for In-house Letters (memos)
Memo
_______________________________________________________________
From:

James Pearce, Human Resources

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 and encourages your audience to hear
more about your main idea.
Interest: Your explanation presents reasons
and incites the interest of your audience.
Desire: Your continued explanation presents
additional benefits of your idea and changes
your audiences attitude.
Action: Your close emphasizes benefits and
motivates your audience to take specific
action.

A
I
D
A

Sample of Persuasive Memo

In spite of our recent switch to purchasing
plastic products in bulk, our costs for the
plastic containers that we use at company
meetings are still high. In my January 5
memo, I included all the figures showing
our excessive costs.
In January, I suggested we purchase
plastic containers during winter months
when petroleum prices tend to be lower.
Because you approved that suggestion, we
realized a 10 percent savings this year. A
recycling program offered by the city could
easily lead to additional savings.

Attention:
Attracts
readers
attention to
problem

Interest:
Highlights
ways of
reducing
costs

Sample of Persuasive Memo

In addition to the cost in dollars is the cost
in image. Many of our employees have
complained about our lack of a recycling
program for plastic containers.
I have attached a detailed report of the
costs involved. Our net savings in the first
year should run about $500. The recycling
plan will help build our public image while
improving our bottom line. If you agree,
lets meet next week. Please call me at ext.
2356 if you have any questions.

(Cont.)

Desire: Points
out solution
of an
associated
problem

Action:
Motivates by
specifying
savings and
requests
specific
action

Writing Persuasive
Memos
(cont.)
Create goodwill by being respectful
Demanding: Submit your answer within one week.
Respectful:
week.

I would appreciate your answer within one

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,22September2008
From:SusannahBeech,HumanResourcesAdministrator
To:MetroPowerEmployees
Subject:Copingtacticsfortechnicalfailures
ThisisareminderthatcomputerproblemsshouldbereportedtoBartStoneimmediately,andthe
violenttempersintheworkplacecannotbetolerated.
Recently,threeMetroemployeeswerefiredbecauseofviolentoutburstsafteranequipmentfailure.
Onewomanwaskickingherprinterandscreamingobscenities.Amanthrewhiskeyboardacrossthe
roomwhenhecouldntgetontheIntranet,andathirdemployeeputafistthroughhiscomputer
screenafterthesystemfailed.Wetrytoavoidfiringpeople,buttheseemployeesfrightenedcoworkers,sowehadnochoice.
Wewilldothesametoanyonewhoscreamsattheircomputersorkickstheirprintersinthefuture.
Youcanlaugh,butitsnotfunny.Thisisakintoworkplaceterrorism.
Computersshouldbeturnedoffatnight,cleanedwithcleaningcloths,andfoodanddrinkproducts
avoided.Therearemanywaystocombatrisingtempers.Walksaroundthebuildingareagoodtactic
forcalmingdown.
Technologyglitchesarenotsomeunholyterror.Theyarecommonplace.Letsbehavelikeadultsin
thefuture,shallwe?
SusannahBeech,HumanResourcesAdministrator

Improved Version
Date: Mon,22September2008
From:
SusannahBeech
To: MetroPowerEmployees
Subject:
Copingtacticsfortechnicalfailures
Weallknowthestressofracingtowardadeadlineandsuddenlyhavingyourequipmentfail.Hereare
afewsuggestionstohelpyoustaveoffandcopewithtechnicalequipmentandsystemsfailures
whentheydooccur:
Staycool.Techfailuresarecommonplaceinbusiness;yourbossesandco-workerswillunderstand.
Practicepreventivemaintenance.Usecleaningclothsandspraysregularly,keepliquidsandfoods
awayfromsensitivekeyboardsandprinters,andmakesuresystemsareshutdownwhenyouleave
atnight.
Forfasterrepairassistance,promptlyreportcomputerfailurestoBartStone,assistantdirectorof
informationservices,ext.2238.
Thelastsuggestionisperhapsthemostimportanttokeepyourcareerontrack.Losttempers,violent
outbursts,andrudelanguagearethreateningtoco-workers,andcouldresultinreprimandsorother
disciplinaryaction.Sostaycalmandmakegooduseoftechnicalsupporthotlinesandassistance.
Askyoursupervisorforalistofsupportnumberstokeephandy.Thenexttimeyouexperiencea
technologyglitch,youllbeabletohandleitasjustanotheraspectofyourbusinessroutine.
SusannahBeech,HumanResourcesAdministrator

Writing Negative Memos

General pattern of a negative memo:
1.
2.
3.
4.

A neutral, non-controversial opening statement that is

closely related to the point of the message (= buffer)
A logical, neutral explanation of the reasons for the
bad news
Statement of the bad news
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 analyzing 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.

Characteristics of
Effective Memos
Civilized:
Concise:

use courtesy and tact

condense information

Coherent:

use clear and logical structure

Compelling:
Correct:

use persuasive diction

follow conventions of quality writing

Reference:
Adelheid L. J. Thieme