Assignment 1

1. Draft a direct strategy email requesting the information. 2. Include a list of four or five specific and relevant questions you want to ask your reader about his photography services. 3. Revise your draft(s) to ensure your message follows the instructions given here, in your COMM class, and on the checklist

Emails and
Memos
COMM 2293
Brad Congdon
TO:
SUBJECT:
22oconnor@gmail.com
Recent Relocation
Dear Ms. O’Connor,
The recent relocation of our company officers to smaller premises has forced us to consider off-site document storage and
upgrades to our filing and records system. I have been entrusted with the important task of finding solutions for our current
document storage and retrieval crisis. Your company was recommended to us by one of our suppliers. I hope you will be
able to answer some questions I have about the services you provide.
Our chief interest is cost. We are interested in finding the safest and most cost-effective way to store documents that have
been on file more than two years. First of all, we need to know how expensive your services are. Perhaps you offer
discounts based on volume. Can we retrieve documents immediately or would it take several days to process a request?
What sort of security does your company guarantee for our most confidential documents? We also need to know what sort
of support you provide your customers. We have many other questions, but this should be enough to give us a rough idea of
whether your company is the right fit for us. What other services do you offer?
I need any information and recommendations you can provide regarding the storage and retrieval of documents.
Class Outline
• Review Three-Part Direct
Strategy
• In-class Prewriting Exercise
• Channels: Memos and
Emails
• Writing Request Emails
REVIEW: THREE-PART DIRECT STRATEGY
1) Main idea and purpose
2) Supporting details, explanation and evidence
3) Action Items and Positive close
Assignment #1 Prewriting activity
Determining Your Purpose
1. Why am I sending this message? What do I hope to achieve?
Anticipating the Audience
2. Who is the primary reader? What position does this person hold in the
organization?
3. What are my personal and professional relationships with this person?
4. What information, if any, will my audience need about my company to
answer my questions correctly?
5. Should I expect a positive or negative response to my message?
Adapting to the Audience
6. What language will be appropriate? Should my tone be formal or informal?
7. What is one specific step I can take to create goodwill in my audience?
Assignment
#1
Prewriting
activity
1. In groups of four, discuss the
questions and answers.
2. Adjust your answers based on
your discussion.
3. Make sure to PRINT your name on
your paper.
4. HAND IN sheet at the end of class.
GOOD EMAILS ALWAYS…
✓ Have a clear subject line that states the purpose
✓ Practice the appropriate strategy (direct or indirect)
✓ Use document design to increase readability
✓ Identify action items and due dates
✓ Provide contact information
WHY PEOPLE COMPLAIN ABOUT E-MAIL
• Often are poorly written and confusing
• Merely serve to confirm receipt or thanks, resulting in time
wastage
• Have helped to eliminate the distinction between work life
and home life because of 24/7 availability and need for
immediate response
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-9
WHEN E-MAIL IS APPROPRIATE
• Short, informal messages that request information
and respond to inquiries
• Messages to multiple receivers
• Messages that must be saved (archived)
• As a cover document when sending longer
attachments
• Not suitable as substitute for face-to-face or phone
calls
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-10
DRAFTING PROFESSIONAL E-MAILS
• Avoid misleading and meaningless subject lines, and adjust the
subject line if the topic changes.
• When you know the name of the receiver, begin the message
with a friendly greeting.
• Organize the body for readability and tone and start directly.
• Close effectively with an action statement with due dates and
requests using a friendly note.
• Include a signature block.
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
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FORMATTING AN E-MAIL MESSAGE
Prewriting
Drafting
• Analyze
• Anticipate
• Adapt
• Research
• Organize
• Compose
Revising
• Edit
• Proofread
• Evaluate
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-12
APPLY E-MAIL FORMATS (CONT.)
•
•
•
•
Use standard caps and lowercase characters.
Cover just one topic.
Keep total message under three screens.
Sign off with complimentary close and
signature block.
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
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FORMATTING AN E-MAIL MESSAGE
(CONT.)
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
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SMART E-MAIL PRACTICES
Getting started
• Don’t write if another channel might work better.
• Send only content you would want published.
• Write compelling subject lines, possibly with names and
dates.
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-15
SMART E-MAIL PRACTICES (CONT.)
Replying
• Scan all e-mails and answer within 24 hours.
• Change the subject line if the topic changes.
• Start with the main idea.
• Use headings and lists when appropriate.
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-16
SMART E-MAIL PRACTICES (CONT.)
Observing e-mail etiquette
• Obtain permission before forwarding.
• Soften the tone by including a friendly opening and
closing.
• Resist humour and sarcasm.
• Avoid writing in all caps, which is like SHOUTING.
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-17
SMART E-MAIL PRACTICES (CONT.)
Closing effectively
• End with due dates, next steps, or a friendly remark.
• Add your full contact information including social media
addresses.
• Edit your text for readability. Proofread for typos or unwanted
auto-corrections.
• Double-check before hitting Send.
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-18
WRITING INTEROFFICE MEMOS
For internal messages that
▪ Are too long for e-mail,
▪ Require a permanent record,
▪ Demand formality, and/or
▪ Inform employees who may not have access to e-mail.
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-19
SIMILARITIES IN MEMOS AND E-MAILS
• Carry nonsensitive information
• Have guide words for a subject line, date,
sender, and receiver
• Close with action, deadlines, summary of
message, and closing thought
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-20
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
7-21
7-23
FORMATTING AN E-MAIL MESSAGE
Copyright © 2019 by
Nelson Education
Ltd.
For assignment #1
TO:
SUBJECT:
22oconnor@gmail.com
Recent Relocation
Dear Ms. O’Connor,
The recent relocation of our company officers to smaller premises has forced us to consider off-site
document storage and upgrades to our filing and records system. I have been entrusted with the
important task of finding solutions for our current document storage and retrieval crisis. Your company
was recommended to us by one of our suppliers. I hope you will be able to answer some questions I
have about the services you provide.
Our chief interest is cost. We are interested in finding the safest and most cost-effective way to store
documents that have been on file more than two years. First of all, we need to know how expensive
your services are. Perhaps you offer discounts based on volume. Can we retrieve documents
immediately or would it take several days to process a request? What sort of security does your
company guarantee for our most confidential documents? We also need to know what sort of support
you provide your customers. We have many other questions, but this should be enough to give us a
rough idea of whether your company is the right fit for us. What other services do you offer?
I need any information and recommendations you can provide regarding the storage and retrieval of
documents.
TO:
SUBJECT:
22oconnor@gmail.com
Request for information
Dear Ms. O’Connor,
Please answer the following questions regarding the document storage and retrieval services your
company provides.
•
•
•
•
•
What are your billing rates?
Are discounts based on volume available?
How long does it take to process a document retrieval request?
Would the security of our documents be guaranteed?
What support do you provide to your customers?
Our company must find a suitable document storage solution before June 30, when we will move to a
smaller premise while our permanent offices undergo a year-long renovation. We would appreciate
answers to these questions and any other information you can provide on your document services by
May 15.
Sincerely,
Direct
opening
Easy-toread list
Refocuses
request at
end, explains
deadline.
Greeting: appears at the beginning of letters and email messages (when
you know the reader’s name). Some examples include Dear…, Hello,
Good morning, Good afternoon, Greetings.
Important Email
Elements
Closing: the third part and final paragraph of a message, usually only one
or two sentences long. The closing may include the following: a forwardlooking statement that encourages continued contact; a reminder of the
purpose of the message; a deadline for that action with a logical, readercentred reason; promotion of your business; your contact information.
The closing always attempts to build goodwill, without using trite
business clichés. For example: If you have questions about the new policy,
please call me at Ext. 488. Following the new procedures should vastly
improve turnaround time and reduce mix-ups.
Complimentary close: appears at the end of emails and letters before
your name and signature block. Some examples include Regards, Best
wishes, Sincerely, Cheers.
Signature block: the block of information that appears at the bottom of
an email. The signature block includes the sender’s name, position, and
contact information. (Other information, such as social media accounts,
company websites, etc. may also appear in the signature block) For
example:
Jane Smith, Account Manager
Locks and Associates
123 Main Street, Dartmouth
Phone (902) 345-6789 Fax (902) 789-9632
j.smith@laa.ca / www.locksassociates.ca
EMAIL FORMATTING (SEE P. 204)
ASSIGNMENT 1
W HAT TO D O
W HAT N OT TO D O
• Begin directly by clearly
stating your purpose
• Provide relevant
information to reader
• Ask relevant questions
• Include a forwardlooking close
• State your purpose late
in the email or not at all
• Ask irrelevant questions
that don’t apply to your
business
FOR NEXT CLASS
Assignment #1 Workshop in Class!
Read:
Chapter 4: 98;
Chapter 5: 122-125;
Chapter 6;
Coursepack: 1-4
TO:
FROM:
DATE:
SUBJECT:
COMM 2293 Students
COMM 2293 Instructors
September 9, 2019
Assignment 1 Instructions
For Assignment 1, write a direct strategy email.
Who you are: the administrative assistant at Jax Umbrellas (refer to case scenario)
Who your reader is: Oliver Cross, photographer (crossphotography@gmail.com)
Background: Your employer, Jaqi Horowitz, plans to create a catalogue to showcase the many
different umbrellas that Jax sells. She wants the photographs for the catalogue to be ready to send to the
catalogue designer by the end of October. Jaqi needs to hire a photographer and has asked you to email
local photographer, Oliver Cross, to find out more about his photography services.
Your task:
1. Draft a direct strategy email requesting the information.
2. Include a list of four or five specific and relevant questions you want to ask your reader about
his photography services.
3. Revise your draft(s) to ensure your message follows the instructions given here, in your COMM
class, and on the checklist.
4. Save and submit your assignment to Turnitin as a Word file by 9:00 a.m. on the due date listed
in your course schedule.
Do not copy content from any sources you might consult, including this handout, and other
COMM 2293 instructional materials; use your own words.
Do not work with other students on this assignment.
Evaluate your own assignment using this checklist.
Message follows the three-part direct strategy

begins with direct opening that states the requested action (purpose)

asks specific questions and provides relevant details in the body

includes complete, forward-looking close with a timeline and reason

uses informative subject line that reflects the main point expressed in the opening
Message gives clear, complete information to the reader

provides necessary contextual information so the reader understands your questions

maintains goodwill throughout message
Message uses a professional business style and presentation

follows all the business style points assigned so far

uses correct email format

uses full block format, with 2.5 cm margins on all sides, single spaced, readable 11- or 12-point
font, and a ragged right margin (text not aligned along the right margin)
TO:
brad.congdon@smu.ca
SUBJECT: hello congdon!
Hi,
I hope you are doing OK. I am a student in your class. I am really enjoying it. I was worried that
I wouldn’t like communications but it turns out that I do like communications. It is important to
me that I do well in this class. I want to do well in this class. I am not sure when assignment
#1 is due or where to hand it in. I need to know this so that I can hand it in to the right place
and at the right time. Thank you for reading this.
TODAY’S LESSON
1. Review Direct strategy
2. Discuss Course Scenario
3. Review 3-x-3 Writing Process
Business writing should be…
Purposeful
It solves problems and
conveys information.
Economical
It is concise and doesn’t
waste the reader’s time.
Audience-oriented
It looks at the problem from
the reader’s perspective.
COPYRIGHT © 2016 BY NELSON EDUCATION LTD. 4 -5
DIRECT VS. INDIRECT STRATEGY
COPYRIGHT © 2016 BY NELSON EDUCATION LTD.
DIRECT STRATEGY
1) Main idea and purpose
2) Supporting details, explanation and evidence
3) Action Items and Positive close
WHEN SHOULD WE USE THE DIRECT STRATEGY?
•
•
•
•
Requests
Responses
Orders
Acknowledgments
• Informational
reports
• Informational
presentations
IN ALL POSITIVE AND NEUTRAL SITUATIONS
THAT ARE NOT PERSUASIVE!
WHY IS THE DIRECT STRATEGY EFFECTIVE?
✓ Saves the reader’s time.
✓ Sets a proper frame of mind.
✓ Reduces frustration.
SHOULD WE USE A DIRECT OR INDIRECT STRATEGY?
BRIEFLY EXPLAIN WHY.
1.
You need to ask your boss for extra time off.
2.
A client requests some information about the newest safety features.
3.
You are delivering a presentation about the new HR regulations.
4.
You need to email a customer to explain an additional two week delay
on the rollout of the new software.
5.
You need to order some more widgets from the warehouse.
6.
You want an unscheduled raise.
COURSE SCENARIO
ASSIGNMENT #1
Direct Strategy Email
See Assignment Memo for Due Date and
Instructions
ASSIGNMENT #1
Direct Strategy Email
Tips:
Read the instructions carefully
Use the 3-x-3 Writing Process as a guide
Follow the self-evaluation checklist.
Guffey’s 3-x-3 Writing Process
Prewriting
• Analyze
• Anticipate
• Adapt
Drafting
• Research
• Organize
• Draft
Revising
• Edit
• Proofread
• Evaluate
The writing process is recursive.
Copyright © 2016 by Nelson Education Ltd.
4-15
1) Prewriting
•
•
Analyze
– What is your purpose?
– What do you want the reader to do or
believe?
– What channel should you choose?
Anticipate
– Profile the audience.
– What does the receiver already know?
– Will the receiver’s response be positive
or negative? How will this affect your
organizational strategy?
•
Adapt
– What techniques can you use
to adapt your message to its
audience?
– How can you promote
feedback?
– Strive to use positive,
conversational and courteous
language.
1. Prewriting:
Analyzing and Anticipating the Audience
Analyze the
task.
Identify the
purpose.
Select the
right channel.
and
and
Anticipate
the
audience.
and
Profile the
primary
audience.
Profile the
secondary
audience.
Copyright © 2016 by Nelson Education Ltd.
4-17
1. Prewriting
Selecting the Best Channel
E-mail?
Intranet?
Videoconferencing?
Letter?
Voice mail?
• Importance of the message
• Amount and speed of feedback and
interactivity required
• Necessity for a permanent record
Copyright © 2016 by Nelson Education Ltd.
4-18
Cost of the channel
1.
Prewriting
Selecting
the Best
Channel
Copyright © 2016 by Nelson Education Ltd.
Degree of formality desired
Confidentiality and sensitivity of
message
Receiver’s preference and level of
technical expertise
4-19
Copyright © 2016 by Nelson Education Ltd.
4-20
OTHER WRITING ACTIVITY
Using the questions in Figure 4.3, write a brief analysis of the
audience for each of the following communication tasks:
A. You are preparing a cover message to accompany your resume
for a job that you saw listed on a company website. You are
confident that your qualifications match the job description.
B. You are planning to write an e-mail to your manager to try to
persuade her to allow you to attend a computer workshop that
will require you to leave work early two days a week for ten
weeks.
C. You are preparing an unsolicited sales letter to a targeted group
of executives promoting part-time ownership in a corporate jet
plane.
2) Drafting
•
•
Research
– Gather data to provide facts.
– Search company files, previous
correspondence, and the internet.
– What do you need to know to write the
message?
– How much does the audience already
know?
Organize
– Organize direct messages with the big idea
first, followed by an explanation in the
body, and an action request in the closing.
– For persuasive or negative messages, use
an indirect, problem solving strategy.
•
Draft
– Prepare a first draft quickly.
– Focus on short, clear
sentences using the active
voice.
– Build paragraph coherence by
repeating key ideas, using
pronouns and incorporating
appropriate transitional
expressions.
3) Revising
•
Edit
– Edit your message to be sure it is
clear, concise, conversational and
readable.
– Revise to eliminate wordy fillers, long
lead-ins, redundancies, and trite
business phrases.
– Develop parallelism.
– Consider using headings and
numbered and bulleted lists for quick
reading.
•
•
Proofread
– Take the time to read every message
carefully.
– Look for errors in spelling, grammar,
punctuation, names and numbers.
– Check to be sure the format is consistent.
Evaluate
– Will this message achieve your purpose?
– Does the tone sound pleasant and friendly
rather than curt?
– Have you thought enough about the
audience to be sure the message is
appealing?
– Did you encourage feedback?
3-X-3 WRITING PROCESS
Time Spent by Writers on Each Stage
Prewriting
Drafting
Revising
REMEMBER:
3-Part Direct Strategy
3×3 Writing Process
For Next Class
Emails, Memos, & Request and
Response messages
Read:
Chapter 7: 153-160
Copyright © 2016 by Nelson Education Ltd.
5-3