Business Memos and Emails

Memo and Email Tips

Memos, letters, and email messages are an essential
part of conducting business or operating a non-profit organization. When
we speak of “paper trails” we are generally speaking of these common
documents because of the sheer number of pages composed on a weekly basis.
Memos and emails serve several purposes, including:

• To call attention to potential issues so they can be resolved;
• To propose actions or solutions to identified issues;
• To document actions or suggestions for future reference; and
• To update colleagues and clients on the status of projects.

Structure and Content

A memo or email should be concise, compelling, and complete. Unlike
some business correspondence, these are meant to be brief: seldom more
than one page, and usually much shorter. The basic structure of a memo
or email is:

• Routing information at the top;
• Statement of the issue or action being discussed;
• Proposed contribution or solution;
• Background information, as needed;
• Confirmation of any schedules; and
• Signature line with contact information.

The structure will vary based on the situation being discussed. The
outline provided above is only a basic suggestion, not an outline for
all possible memos.

Routing Information

To meet the purposes of business, correspondence should have complete routing information
to indicate the author(s), the recipient(s), and the subject matter.
Dating documents is standard procedure in business, as well. Routing
should be professional; do not use nicknames or casual language in routing
information.

Unless absolutely necessary, do not carbon copy (cc:) or blind carbon
copy (bcc:) anyone who does not need to read the correspondence. Because
there is too much email and too many memos, it is best to limit correspondence
to essential matters. Your co-workers and clients will appreciate this.

First Paragraph ‘Ledes’

Business correspondence should be prepared using an “inverted
pyramid” scheme: the most important information comes first.
This style is similar to modern journalism, with the lede (also
called a hook) as the opening paragraph. The first
paragraph makes the purpose clear, but not in the “academic” style.
Never begin a memo with: “In this memo I will….”

Additional Background

Supporting information is discussed in following paragraphs, tables,
numbered lists, or bullet items. Lists, numbered or bulleted, are effective
because they summarize the current situation or offer a checklist for
future reference. You should never begin a memo or email with a list;
always introduce your topic first. You cannot assume the subject line
is a sufficient introduction.

The background information provided should not raise more questions
than are answered about the actions desired. A memo should not raise
dozens of concerns or questions because it is always best to solve one
problem at a time in a business setting. An exception to this is if you
are asked to generate a list of questions for a co-worker or supervisor.

Schedules Matter

Always include any deadlines you plan to meet or that need to be altered.
Use correspondence as a way to document timelines. If you are on schedule,
do not merely write, “We are on schedule.” Add something such as, “…to
complete the design on May 15, 2007.” Only give dates for actions you
can control. Do not make schedules for other individuals without consulting
with them.

Closing

Closing a document can be as simple as including a signature line with
contact phone number and email address. Some companies also include
a Web URL as part of all correspondence. Whether composing an email
or a memo, use only a professional email address. When communicating
on behalf of a company or organization only an official email address
should be used.

Style Concerns

Whether for internal use only or if intended for a customer, your memos
and emails will be judged by whether or not they feature proper spelling,
grammar, and general mechanics.

Stylistically, what we call “ongoing” or “regular” business correspondence
differs from personal letters or sales letters. You want to limit yourself
to factual data when possible. Assuming an ongoing professional relationship
among the individuals communicating, you want to avoid the following:

• Sounding too casual (clients and superiors want respect) or too “academic”
  (often perceived as condescending in business);
• Using language that seems clichéd or overused, especially when discussing
  common tasks or concepts; and
• Selling yourself, your team, or your organization.

A memo or email should read professionally, neither too casual nor
too “stilted” in style. You should avoid complicated “impressive” words
and phrases when simple words suffice. (Ex: utilize = use; in order to
= to; will work to produce = will; etc.) Do not use clichés, jargon,
or colloquialisms. Avoid “sayings.”

Possibly the impulse hardest to control is the “sales” impulse we develop
early in our careers. Too much enthusiasm can feel manipulative. Instead
of hyperbolic statements and gushing enthusiasm, rely on solid editing
and professionalism to sell your work.

Start with the assumption that business leaders expect some formality
within documents. There are business cultures that have more fun with
documents, but you should analyze the communications around you before
trying a sense of humor. Remember, sarcasm a friend or colleague understands
might confuse a client — or a future jury.