9th Week: Electronic Messages and Digital Media

E-mail has replaced paper memos for many messages inside organizations and for some letters to external audiences. It is a standard form of communication within organizations, it will likely be your most common business communication channel. E-mails perform critical tasks such as informing employees, giving directions, outlining procedures, requesting data, supplying responses, and confirming decisions.

Much like hard-copy memos, routine e-mails generally contain four parts:

(a) an informative subject line that summarizes the message

(b) an opening that reveals the main idea immediately

(c) a body that explains and justifies the main idea

(d) a closing that presents action information, summarizes the message, or offers a closing thought. 

Remember that routine messages deliver good news or standard information.

1. Subject Line.

In e-mail messages an informative subject line is essential. It summarizes the central idea, thus providing quick identification for reading and filing. Busy readers glance at a subject line and decide when and whether to read the message. Those without subject lines are often automatically deleted. Stay away from meaningless or dangerous words. A sure way to get your message deleted or ignored is to use a one-word heading such as Issue, Problem, Important, or Help.

2. Opening.

Most e-mails cover nonsensitive information that can be handled in a straightforward manner. Begin by front loading; that is, reveal the main idea immediately. Even though the purpose of the e-mail is summarized in the subject line, that purpose should be restated—and amplified—in the first sentence.

3. Body.

The body provides more information about the reason for writing. It explains and discusses the subject logically. Good e-mails generally discuss only one topic. Limiting the topic helps the receiver

act on the subject and file it appropriately. A writer who describes a computer printer problem and also requests permission to attend a conference runs a 50 percent failure risk. The reader may respond to the printer problem but delay or forget about the conference request. Design your data for easy comprehension by using numbered lists, headings, tables, and other document design techniques.

4. Closing.

Generally conclude an e-mail with: (a) action information, dates, or deadlines; (b) a summary of the message; or (c) a closing thought. The closing is where readers look for deadlines and action language. An effective e-mail closing might be, "Please submit your report by June 15 so that we can have your data before our July planning session."

In more detailed messages, a summary of main points may be an appropriate closing. If no action request is made and a closing summary is unnecessary, you might end with a simple concluding thought (I’m glad to answer your questions or This sounds like a useful project). You don’t need to close messages to coworkers with goodwill statements such as those found in letters to customers or clients. However, some closing thought is often necessary to prevent a feeling of abruptness.

Source: Midge Gillies, Business Writing: The Essential Guide To Thinking And Working Smarter.