Transcript HUM 400 LECTURE 14.ppt

LECTURE 14
Memorandums
(Instruction Memo)
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MEMORANDUM
To: All Staff
From: Elaine Thomas, Administrative Officer
Date: ------------------Subject: Operating Instructions for Copying Machine
A new photocopier has been installed in the general office. All staff is
welcome to use it.
To ensure the copier’s survival, it is important to keep the following
procedures in mind:
Use the machine for no longer than 30 minutes.
After use allow the machine to cool for at least 05 minutes.
Make sure the switch is turned off after use.
Please speak to me if you have any questions about the machine.
(Request Memo)
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MEMORANDUM
To: Section Heads
From: Phillip Allertz, Operations Manager
Date: ----------------------Subject: Planning of Work Schedule
Work schedules from July 2007 to December 2007 are now
being prepared.
To help us plan these in a way that will suit all sections, please
let me have holiday schedules for the employees in your
section, latest by 20 May 2007.
(Announcement Memo)
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MEMORANDUM
To: All Staff
From: Sonia Brown, Personnel Manager
Date: ------------------Subject: Staff Discounts
Employees are entitled to a 12% discount on books at any of
our branches.
To obtain a discount, simply present your discount card so that
your staff number is keyed in with each purchase.
You may collect your employee discount card at my office,
during 15:00 to 17:00 hrs.each day except Sundays.
(Transmittal Memo)
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MEMORANDUM
To: Mr.J.Brian
From: Thomas Pike, Human Resource Manager
Date: -----------------Subject: Statistics on Staff Absenteeism
The statistics on staff absenteeism which you asked for are attached.
These figures are for the last five years (from-to) .A table projecting
absenteeism for the next quarter (from-to) is also attached.
If you wish to discuss the details my extension is (178)
Please forward me a copy of the report you prepare from these
statistics.
(E-mail address -------)
(Authorization Memo)
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MEMORANDUM
To: J.Smith
From: K.Dorothy, Manager
Date: ----------------------Subject: Purchase of Accounting Computing Packages
Your findings identified inadequacies in our computing packages. Your proposal
indicated two new packages suited to our current and projected needs.
Action:
1: Please order these packages from suppliers nominated in the proposal and
arrange for their installation on our terminals as soon as possible.
2: Could you organize and be involved in training for each of our computer
operators?
3: Please arrange to have a meeting with me on Monday, 23 April 2007 at
15:00 hrs. to arrange a reduction of your regular responsibilities to give you
time to complete the project.
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Office Note:
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Date:
Subject: ---------------------------------------------------------1:------------------------------------------2:---------------------------------------------3:---------------------------------------------(Signature)
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John Smith
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(Designation)
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cc:
Incharge Management Sciences
Incharge Administration Office CIIT
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(Letter head)
Fax Transmittal
Attention: Mr. Smith
(Designation)
Holiday-Inn, Hotel Islamabad
From:
Mr. Peterson
(Designation)
CIIT, Islamabad
Date: --------------------Subject: Request for Dinner Reservation and Discount
The Department of Management Sciences, CIIT, Islamabad intends to host a dinner for their senior
Faculty members at roof top of your hotel. You are requested to reserve (tables for ----------people,
time/day/date)
It is further requested to please give a generous/substantial discount as we are frequent customers of this
hotel.
Payment will be made in cash after the dinner.
Regards
(Signature)
Contact numbers (office/mobile) -----------------------------
Writing Plan for Good News Letters
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An Inquiry:
Identify the inquiry in the subject line.
Open with the inquiry and a short background.
Confirm what the customer has inquired.
Provide appropriate information. (complete/concise)
Indicate how the receiver is to respond.
(requirements to be fulfilled/in points )
Close courteously.
A Request:
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Identify the request in the subject line.
Give a brief reason /background for it.
Provide details.
Ask for a specific response to your request.
Close courteously to maintain good will.
An Acknowledgment:
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Start with the acknowledgment.
Say yes clearly when relevant.(time/date)
If there is a delay, state in a reasonable
manner.
Provide a tentative date/time.
Supply any necessary details/information.
Close courteously to maintain good will.
A letter of Introduction:
Product/Service (AIDA)
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Use the subject line to catch the reader’s attention.
Open by explaining your reason for the introduction
and aim to catch the reader’s interest.
Supply details and information in the middle
paragraph to create a desire to read further.
Close by saying what you can do for the reader and
what you want the reader to do. action)
Writing Plan for Bad News Letters
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An Order Refusal/ A Credit Refusal/ An Adjustment Refusal/ Refusing
An Invitation:
(These are reply letters and must have an official letter number/Date)
Acknowledge the order in the Subject Line.
Thank and revise the details for the order.
Explain the policy (if required) of the company.
Mention the criteria according to which the order has been judged.
Give reasons for the refusal.
Provide authentic solutions/ suggestions/time lines etc.
Close with a courteous expression of interest in continuing your
relationship with the customer/client.
Provide any necessary details (contact number/e-mail etc)
Letter head
(Example)
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Sender’s Address
Phone
Fax
Date-------------Name of the receiver
Designation,
Apple computers
Address of the office
Subject: ---------------------------------------------------------------Dear Mr. John,
We saw your advertisement in the times about one of your important
products. The advertisement caught our attention because we are
interested in this product. In fact, we want to equip our corporate office
with modern facilities and we would like to buy this product.
However, we cannot send the purchase order unless we know
more about this product. Send us more information about the
product as soon as possible. We want to know many things,
which include product specification and special features of this
model of the product, details of discount for bulk purchase, an
estimate of the cost of the product and details regarding terms
of business and delivery dates.
Respond to this letter as early as possible.
Yours Sincerely,
(signature)
Name
Designation
Letter head
(Example)
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Sender’s Address
Phone
Fax
Date-------------Name of the receiver
Designation,
Apple computers
Address of the office
Subject: ---------------------------------------------------------------Dear Mr. John Reeve,
Please refer to your advertisement in the April 22 issue of
“The Times” about the HP Scan jet 3200C scanner.
Our company is interested in buying 60 (sixty) scanners for our corporate
office. We would be glad if you could send us more information about the
product.
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Specifically, we need the following information:
Product specification and special features of HP Scan jet
3200C model
Details of discount for bulk purchase
Estimate for the cost of 60 (sixty) units
Terms of business and delivery date
We look forward to hearing from you.
Yours Sincerely,
(signature)
Name
Designation
Organizing Sales Letters
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AIDA-
Attention
Interest
Desire
Action
OPENING
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Special offers
Product features
Stimulating Questions
Startling Statements
Facts
Special Appeal
Prizes
Promises
Persuasive suggestions
BODY
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Statistics
Testimonials
Guarantees
Customer lists
Free Trials
Free Samples
CLOSING
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Incentives for Early Birds
Limited Offer
Deadline
Special Bargain Offers
Deciding when to use E-Mails
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Avoid E-Mails when:
Your message is extremely important
You need to deliver unpleasant news
There is a chance your written message will be misunderstood
You need an immediate response
You want to negotiate or hold a give-and-take conversation
You need to conduct a lengthy interview
You want to involve several people in your decision
You run the risk of intimidating or turning off the reader with a
written message
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Use E-mails when:
You want to deliver a message quickly
You want to communicate directly with the decision maker
You want to avoid the expenses of long-distance phone calls
You are dealing with a different time zone
You need to deliver the message to multiple readers
You need to maintain a record of your conversation
You are on a tight dead line
You need to stay in touch with your office when you are on the
road
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Collecting your thoughts
Who is your reader?
What is the purpose?
When does the action take place?
Where does the action take place?
Why should the reader care about your email?
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Some useful tips
Make sure your spellings are correct
Avoid contractions
Avoid all caps
Use active voice
Keep your e-mail gender neutral
Jokes have no place in e-mails
Use of technical language when appropriate
No negative comments
Do not hire or fire through e-mails
Do not use e-mail to let off steam
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Respect others’ time
Do not mail to the world
Ask permission to forward material
Keep your editorial comments to yourself
Treat others as you would have them treat you
Respect the organization’s policy on e-mails
Avoid e-mail if there is any chance your message will
be misunderstood
Do not rely on e-mails to the exclusion of personal
contact
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Choose the right font:
Times New Roman-10 point
Ariel -12 point
Courier-11 point
Select appropriate colors (avoid red or green)
Avoid underlining
Keep each line short
Start each sentence with a capital letter
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Controlling your In-Box clutter:
Do not feel obliged to respond to every message
The electronic gate keeper
Whittle down your mail
Subject line scan
Delete all messages from strangers or senders with odd
addresses
Manage your time wisely
Scan the first three sentences for the meat of the message
Rank your e-mail
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File and archive saved e-mails
Limit e-mails to four sentences
Do not send e-mail to colleagues who are
working next door
Do not use e-mails to schedule lunch or
internal meetings
Maintain your privacy and perspective
Never reply to spam
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Security is, I would say, our top priority because for
all the exciting things you will be able to do with
computers, organize your lives, stay in touch with
people, become creative. If we don't solve security
problems, then people will hold back. Businesses will
be afraid to put their critical information on it because
it will be exposed.
Bill Gates