MEMORANDUM

Overview

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
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.)
 Organizational Plans
A4 Memo
 

It may be used for:

 

i) Making informal reports.

ii) Outlining new policies.
iii) Giving briefing & instruction etc.
 
Why are memorandum written
 

Written records help to:

i) determine responsibility.
ii) clear up inconsistencies.
iii) record needed information.
 Flow of Memo
• A memorandum may be send upwards, downwards or
sideways.
• It may be sent from:
• one individual to another.
• one department to another.
• one individual to a department or larger body of staff.
• The channel will be the internal mail system of the
organization.
• range from a bank of ‘pigeon holes’ for delivery and
collection in person.
• Special ‘internal mail envelops’, designed for re-use.
Preparing to Write a Memo

 Learn your organization’s 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 reader’s name: e.g. John. K. Klein
Define group: e.g. All employees,
Formatting Memos (cont.)

4. “From” line
-- Writer’s 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: Effectiveness of
Reducing Building
Specific: Low-Cost Way to
Temperatures on Weekends
Reduce Energy Use
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
Reader’s 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
From: James Pearce, Human Resources Sample of Informative
Memo
Subject: Form for In-house Letters (memos)
_______________________________________________________________

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 A
idea.
■ Interest: Your explanation presents reasons and incites
the interest of your audience. I
■ Desire: Your continued explanation presents additional
benefits of your idea and changes your audience’s
attitude.
D
■ Action: Your close emphasizes benefits and motivates
your audience to take specific action. A
Sample of Persuasive Memo

In spite of our recent switch to purchasing plastic Attention: Attracts

products in bulk, our costs for the plastic containers reader’s attention
that we use at company meetings are still high. In my to problem
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 Interest: Highlights
be lower. Because you approved that suggestion, we ways of reducing
realized a 10 percent savings this year. A recycling 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 image. Desire: Points out
Many of our employees have complained about our solution of an
lack of a recycling program for plastic containers. associated
problem

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 Action: Motivates
while improving our bottom line. If you agree, let’s by specifying
meet next week. Please call me at ext. 2356 if you have savings and
any questions. requests 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 reader’s 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 couldn’t 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 it’s 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. Let’s 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 off—and cope with—technical 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,
you’ll 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 you’ll 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.
You’ll 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 company’s 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
Southwest’s “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

ACTIVITY-1

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 company’s decision to begin monitoring employee e-
mail messages in 2002 and instant messages in 2004.

Trying to protect the company’s 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 there 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. company’s (Note the possessive case)

Use of apostrophe for possession:

Singular noun: my company’s policies (noun + apostrophe + s)

Regular plural noun: my neighbors’ houses (noun + s + apostrophe)
Irregular plural noun: the women’s dresses, the men’s conference, the children’s
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 company’s 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 company’s important resources,

monitoring of employee blogs will begin on April 1.

7. Rephrase:
Trying to protect the company’s resources, we will also
begin monitoring of employee blogs on April 1.
or
In the same spirit of protecting the company’s 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 there conversations in the online community but
rather to ensure that Webcor maintains a positive culture
internally and a positive reputation externally.

8. 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.

9. 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.)
If you have any questions about the blog monitoring
effort, please fell free to e-mail me or call me at
extension 254.

10. Spelling mistake- Instead of Fell, it should have been “ feel.”

ACTIVITY-2

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