Email

Email is familiar to most students and workers. In business, it has largely replaced print hard
copy letters for external (outside the company) correspondence, and in many cases, it has
taken the place of memos for internal (within the company) communication.[4]
Email can be very useful for messages that have slightly more content than a text message,
but it is still best used for fairly brief messages. Many businesses use automated emails to
acknowledge communications from the public, or to remind associates that periodic reports
or payments are due. You may also be assigned to “populate” a form email in which standard
paragraphs are used but you choose from a menu of sentences to make the wording suitable
for a particular transaction.
Emails may be informal in personal contexts, but business communication requires attention
to detail, awareness that your email reflects you and your company, and a professional tone
so that it may be forwarded to any third party if needed. Email often serves to exchange
information within organizations. Although email may have an informal feel, remember that
when used for business, it needs to convey professionalism and respect. Never write or send
anything that you wouldn’t want read in public or in front of your company president.
As with all writing, professional communications require attention to the specific writing
context, and it may surprise you that even elements of form can indicate a writer’s strong
understanding of audience and purpose. The principles explained here apply to the
educational context as well; use them when communicating with your instructors and
classroom peers.
Guidelines for Effective Business Emails
Open with a proper salutation: proper salutations demonstrate respect and avoid mix-ups
in case a message is accidentally sent to the wrong recipient. For example, use a salutation
like “Dear Ms. X” (external) or “Hi Barry” (internal).
Include a clear, brief, and specific subject line: this helps the recipient understand the
essence of the message. For example, “Proposal attached” or “Electrical specs for project Y.”
Close with a signature: identify yourself by creating a signature block that automatically
contains your name and business contact information.
Avoid abbreviations: an email is not a text message, and the audience may not find your wit
cause to ROTFLOL (roll on the floor laughing out loud).
Be brief: omit unnecessary words.
Use a good format: divide your message into brief paragraphs for ease of reading. A good
email should get to the point and conclude in three small paragraphs or fewer.
Reread, revise, and review: catch and correct spelling and grammar mistakes before you
press “send.” It will take more time and effort to undo the problems caused by a hasty,
poorly-written email than to take the time to get it right the first time.
Reply promptly: watch out for an emotional response—never reply in anger—but make a
habit of replying to all emails within twenty-four hours, even if only to say that you will
provide the requested information in forty-eight or seventy-two hours.
Use “Reply All” sparingly: do not send your reply to everyone who received the initial
email unless your message absolutely needs to be read by the entire group.
Avoid using all caps: capital letters are used on the Internet to communicate emphatic
emotion or “yelling” and can be considered rude.
Test links: if you include a link, test it to make sure it works.
Email ahead of time if you are going to attach large files: audio and visual files are often
quite large; be careful to avoid exceeding the recipient’s mailbox limit or triggering the spam
filter.
Give feedback or follow up: if you don’t get a response in twenty-four hours, email or call.
Spam filters may have intercepted your message, so your recipient may never have received
it.
Tip: add the address of the recipient last (after you have written and proofread your
message) to avoid sending prematurely. This will give you time to do a last review of what
you’ve written, make sure links work, make sure you’ve added the attachment, etc., before
adding the sender’s address and hitting send.
The sample email below demonstrates the principles listed above.
From: Steve Jobs <sjobs@apple.com>
To: Human Resources Division <hr@apple.com>
Date: September 12, 2015
Subject: Safe Zone Training

Dear Colleagues:
Please consider signing up for the next available Safe Zone workshop offered by the College.
As you know, our department is working toward increasing the number of Safe Zone
volunteers in our area, and I hope several of you may be available for the next workshop
scheduled for Friday, October 9.

For more information on the Safe Zone program, please visit

http://www.cocc.edu/multicultural/safe-zone-training/
Please let me know if you will attend.
Steve Jobs
CEO Apple Computing
sjobs@apple.com

Memos
Memoranda, or memos, are one of the most versatile document forms used in professional
settings. Memos are “in house” documents (sent within an organization) to pass along or
request information, outline policies, present short reports, and propose ideas. While they are
often used to inform, they can also be persuasive documents. A company or institution
typically has its own “in house” style or template that is used for documents such as letters
and memos.
Memo Format
Figure 7.1.1 shows a sample of one particular “in house” memo style (the style we might use
for memo assignments written for this class), with annotations pointing out various relevant
features. Note that “in house” formats may vary. The main formatted portions of a memo are
the Logo or Letterhead (optional), the Header Block, and the
Message.
Figure 7.1.1 Sample Memo, annotated.
Memo Header Block
The Header Block appears at the top left side of your memo, directly underneath the
word MEMO or MEMORANDUM in large, bold, capitalized letters. This section contains
detailed information on the recipient, sender, and purpose. It includes the following lines:
• TO: give the recipient’s full name, and position or title within the organization
• FROM: include the sender’s (your) full name and position or title
• DATE: include the full date on which you sent the memo
 • SUBJECT or RE: write a brief phrase that concisely describes the main content of
your memo.
Place a horizontal line under your header block, and place your message below.
Memo Message
The length of a memo can range from a few short sentences to a multi-page report that
includes figures, tables, and appendices. Whatever the length, there is a straightforward
organizational principal you should follow. Organize the content of your memo so that it
answers the following questions for the reader:
1. Opening: Why am I reading this?
2. Details: What do I need to know?
3. Closing: What am I expected to do now?
Memos are generally very direct and concise. There is no need to start with general
introductions before getting to your point. Your readers are colleagues within the same
organization, and are likely familiar with the context in which you are writing. The opening
sentences of the memo’s message should make it clear to the reader whether they have to read
this entire memo and why (if the memo is informing me about an elevator that’s out of
service in a building I never enter, then I don’t really have to read any further).
The middle section of the message should give all of the information needed to adequately
inform the readers and fulfil the purpose of the memo. Start with the most general
information, and then add the more specific facts and details. Make sure there is enough
detail to support your purpose, but don’t overwhelm your readers with unnecessary details or
information that is already well known to them.
The final part of the message indicates what, if any, action is required or requested of the
readers. If you are asking your readers to do something, be as courteous as possible, and try
to indicate how this action will also benefit them.

Letters
Letters are brief messages sent to recipients that are often outside the organization. They are
often printed on letterhead paper that represents the business or organization, and are
generally limited to one or two pages. While email and text messages may be used more
frequently today, the business letter remains a common form of written communication. It
can serve to introduce you to a potential employer, announce a product or service, or even
serve to communicate feelings and emotions (compliant letters, for example).
There are many types of letters, and many adaptations in terms of form and content, but this
chapter presents the 7 key elements of a traditional block-style letter. Letters may serve to
introduce your skills and qualifications to prospective employers (cover letter), deliver
important or specific information, provide documentation of an event or decision, or
introduce an attached report or long document (letter of transmittal). Figure 7.1.2 shows a
letter of transmittal meant to introduce a technical report to its recipient.

Figure 7.1.2 Sample Letter of Transmittal

Strategies for Effective Letters
A typical letter has 7 main parts:
1. Letterhead/logo: Sender’s name and return address
2. The heading: names the recipient, often including address and date
3. Salutation: “Dear ______ ” use the recipient’s name, if known.
4. The introduction: establishes the overall purpose of the letter
5. The body: articulates the details of the message
6. The conclusion: restates the main point and may include a call to action
7. The signature line: sometimes includes the contact information

Keep in mind that letters represent you and your company in your absence. In order to
communicate effectively and project a positive image, remember that
• your language should be clear, concise, specific, and respectful
• each word should contribute to your purpose
• each paragraph should focus on one idea
• the parts of the letter should form a complete message
• the letter should be free of errors.
Letters with Specific Purposes
There are many possible reasons you might write a letter in a professional context. Here is a
list of the most common kinds of letters:
Transmittal Letters: when you send a report or some other document, such as a resumé, to
an external audience, send it with a cover letter that briefly explains the purpose of the
enclosed document and a brief summary
Letters of Inquiry: you may want to request information about a company or organization
such as whether they anticipate job openings in the near future or whether they fund grant
proposals from non-profit groups. In this case, you would send a letter of inquiry, asking for
additional information. As with most business letters, keep your request brief, introducing
yourself in the opening paragraph and then clearly stating your purpose and/or request in the
second paragraph. If you need very specific information, consider placing your requests in
list form for clarity. Conclude in a friendly way that shows appreciation for the help you will
receive.
Follow-up Letters: any time you have made a request of someone, write a follow-up letter
expressing your appreciation for the time your letter-recipient has taken to respond to your
needs or consider your job application. If you have had a job interview, the follow-up letter
thanking the interviewer for his/her time is especially important for demonstrating your
professionalism and attention to detail.
Letters within the professional context may take on many other purposes, such as
communicating with suppliers, contractors, partner organizations, clients, government
agencies, and so on.