This chapter excerpt is from Technical and Professional Writing Genres: A Study in Theory and Practice by Michael Beilfuss, Staci Bettes, and Katrina Peterson.

Scroll down past the attribution for OWL Purdue’s description of and recommendations for memo writing.

Chapter Synopsis

This chapter introduces the basics of email writing and etiquette, also providing information on memos and texting. It offers suggestions about when (and when not to!) use email in business communication. It details the basic conventions of structure: the header/address information, greeting, message body, and closing. It gives an overview of Netiquette, the expectations of online etiquette, which has application for other genres of online communication as well. The chapter concludes with a bulleted list of takeaways and tips, followed by additional teaching and learning resources.

📝 Section 6.9: Memos

📱 Section 6.10: Business Texting

6.9 Memo Introduction

A memo—or memorandum, meaning reminder—is used for communicating policies, procedures, or related official business. It is less versatile than the typical email in audience and formality level; its recipients usually consist of individuals within rather than outside of an organization, and it rarely adopts an informal tone. It tends to be written from a one-to-all perspective (like mass communication), broadcasting a message to multiple recipients, rather than a single individual. A memo must be concise, well organized (following the guidelines given in the next section), and addressed to specific audiences with standard subject lines.

Memos are a place for just the facts and should have an objective tone without personal bias, preference, or interest on display. The successful operation of a company may depend on memos—possibly even memos that are sent via email—for communication between the employees of the company. Types of memos include inquiries, recommendations, problem-solution, etc. The memo’s message is direct and follows a preset format for easy access to information. While it may contain a request for feedback, the memo is linear, from the organization to the employees, or from one employee to another. It may be used to update a team on activities for a given project, or to inform a specific group within a company of an event, action, or observance. The memo as a genre may have legal standing, as it often reflects policies or procedures; it may reference an existing or new policy in the employee manual, for example.

All organizations have both informal and formal communication networks. One effective way to address informal, unofficial speculation involves sending a memo that clearly states what the status of a specific issue. If budget cuts are a concern, then it may be wise to send a memo explaining imminent changes. A memo’s primary purpose is informational in nature, but it occasionally includes an element of persuasion or a call to action. This call to action does not often require personal spending, but it does represent the organization’s interests. Memos may also include statements that align business and employee interests, thereby underscoring common ground and benefit. For example, on February 13, 2009, upper management at the Panasonic Corporation issued a declaration that all employees should buy at least $1,600 worth of Panasonic products. The company president noted that if everyone supported the company with purchases, it would benefit all.

Memo Format

A memo includes a header or heading block, an introduction, a body, and a conclusion.

The header identifies the recipient (To:), the sender (From:), the date (Date:), and the subject of the message (Re: or Subject:). Similarly to the email, the memo’s subject is declared in the subject line and should be clear and concise (Oregon 20). If the memo announces the observance of a holiday, for example, the holiday should be named in the subject line—for example, use Thanksgiving Weekend Schedule rather than Holiday Observance. Again, as with the email, pay particular attention to the title of the individual(s) in this section to ensure accuracy and communicate respect.

The order of the parts of the memo heading block, as well as the order of specific memo parts, varies according to different companies’ expectations. However, the message body itself has three parts, as noted.

1. The introduction references background information and informs the purpose of the message.
2. The body, consisting of one simple paragraph or multiple paragraphs, communicates the message.
3. The conclusion expresses the action expected of the recipient, including recommendations. The conclusion could consist of one paragraph or several, or it could be a simple sentence that asks for the recipient to contact the sender if there are questions.

Sample Memo

The following memo illustrates the format explained above.

6.10 Business Texting

Whatever digital device you use, written communication in the form of brief messages, or texts, is becoming a common way to connect in the business world. It is useful for short exchanges, when talking on the phone would be cumbersome. Texting is not useful for long or complicated messages, and careful consideration should be given to the audience. It can be a great tool for connecting while on the go, but consider your company, and choose words, terms, or abbreviations that will deliver your message clearly. Here are some useful tips for texting within a business context:

• Know your recipient: “? % dsct” may be a clear way to ask a close associate what discount to offer a certain customer, but if you are writing a text to your boss, it might be wiser to write, “What % discount does Murray get on $1K order?”
• Anticipate unintentional misinterpretation. Texting often uses symbols and codes to represent thoughts, ideas, and emotions. Given the complexity of communication and the useful but limited tool of texting, keep in mind its limitations. Also be wary of using text speak like lol and fyi that might be considered overly informal.
• Be aware that contacting someone too frequently can border on harassment. Texting is a tool. Use it when appropriate.
• Unplug yourself occasionally. Do you feel lost or out of it if you do not have your cell phone and cannot connect to people, even for fifteen minutes? Sometimes being unavailable for a time can be healthy—everything in moderation, including texting.
• Never text and drive. Research shows that the likelihood of an accident increases dramatically if the driver is texting behind the wheel. Being in an accident while conducting company business would not only endanger your own health; it would reflect poorly on your employer and on your own judgment.

Attribution

Material in this chapter was adapted from the works listed below. The material was edited for tone, content, and localization.

Technical Writing, by Allison Gross, Annamarie Hamlin, Billy Merck, Chris Rubio, Jodi Naas, Megan Savage and Michele DiSilva, licensed CC-BY-NC-SA.

ENGL 145 Technical and Report Writing, by the Bay College Online Learning Department, licensed CC-BY.

Overview, Sample, and Format of Memos from OWL Purdue:

1. Memos: General Introduction

2. Audience and Purpose of Memos

3. Memo Format

4. Sample Memo