CHAPTER 6 – EMAILS, MEMOS, AND TEXTING
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. This chapter concludes with a bulleted list of takeaways
and tips, followed by additional teaching and learning resources.
6.1 – EMAIL INTRODUCTION: Electronic mail, or email, is among the most
versatile genres of business writing. It is used to communicate issues ranging
from serious to trivial, and its formality level varies greatly based on context and
rhetorical situation. It may be used like a text, or synchronous chat, and
recipients often choose to access email messages on a cell phone. When
composing an email, a sender must account for the time constraints readers may
face due to high email volume. Recipients, on the other hand, should plan to
answer a business email within 24 hours, or the general time frame that they
would respond to a text. Strong subject lines, clear formatting, and concise
writing are all characteristics of a well-written email. Emails may also present
ethical challenges as the forwarding and carbon copy functions enable
communications to be shared with additional recipients.
o Email, texting, and microblogs are all workplace tools that are used both
internally and externally. Prior to email, genres of business writing were
more clearly differentiated based on function: hard copy letters were sent
outside the company, and memos were directed to those inside the
company. This distinction still exists in some business contexts, but email
has largely replaced hard copy letters in external and internal
correspondence. Email can be very useful for messages that have more
content than a text message, but conciseness remains one of its major
features. A clear structure with a greeting, message body, and closing is
also expected of this genre.
o Many businesses use automated emails to acknowledge communication
from the public, or to remind associates that periodic reports or payments
are due. The form email is also common; in this case, a recipient chooses
from a menu of sentences to make the wording suitable for a specific
transaction. Email may be informal in personal contexts, but business
communication requires attention to detail, awareness that an email
reflects both you and your company, and a professional tone. Although
email may have an informal feel, remember that it needs to convey
professionalism and respect. Never write or send anything that you would
not want to share publicly, or in front of your company president.
, 6.2 – WHEN (AND WHEN NOT) TO EMAIL: Email is a good way to
communicate when:
o You need to contact a person who is difficult to reach via telephone, does
not come to campus regularly, or is located in another part of the country
or world (for instance, someone who lives in a different time zone).
o The information you want to share is not time-sensitive. Email is
instantaneous, but it does not guarantee an instantaneous response. For
many people, keeping up with their email is a part of their job, and they
only do it during regular business hours. Unless readers have promised
otherwise, assume that it may take a few days for them to respond.
o You need to send someone an electronic file, such as a document for a
course, a spreadsheet full of data, or a rough draft for your paper.
o You need to distribute information quickly to many people (for example, a
memo that needs to be sent to the entire office staff).
o You need a record of the communication. Saving important emails can be
helpful if you need to recall what someone said in an earlier message,
provide proof (for example, as receipt for a service or product), or review
the content of an important meeting or deadline.
o You are unable to as a direct question or make a request in person. In this
case, frame your question or request politely, being careful to avoid a
demanding tone or the underlying assumption that your request will be
granted.
Email is not an effective means of communication when:
o Your message is long (i.e., it could not be read in 20 minutes or less),
complicated, or requires additional face-to-face discussion. For example,
if you want feedback from your supervisor, or if you are asking your
professor a question that requires more than a yes/no answer, you should
schedule a meeting instead.
o Information is highly confidential. Email is never private. Keep in mind
that your message could be forwarded to other people without your
knowledge. A backup copy of your email is always stored on a server
where it can be retrieved, even when you have deleted the message and
think it is gone forever.
o The tone of your message could be misconstrued. If you would hesitate to
say something to someone’s face, do not write it in an email.
o The information itself is emotionally charged. For example, if you must
communicate bad news to someone, it is better to deliver it in person.
6.3 – EMAIL STRUCTURE: Professional communication requires careful
attention to the specific writing context. In addition to its language and content,
the structure of an email should also reflect a writer’s understanding of audience
and purpose; a well-crafted email helps to establish credibility with an audience
by showing awareness of the genre’s conventions, or its standard moves and
expectations. The principles explained here apply to the educational context as
well as business writing, so be sure to use them when communicating with your
instructors and classroom peers. Four elements of structure should be
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. This chapter concludes with a bulleted list of takeaways
and tips, followed by additional teaching and learning resources.
6.1 – EMAIL INTRODUCTION: Electronic mail, or email, is among the most
versatile genres of business writing. It is used to communicate issues ranging
from serious to trivial, and its formality level varies greatly based on context and
rhetorical situation. It may be used like a text, or synchronous chat, and
recipients often choose to access email messages on a cell phone. When
composing an email, a sender must account for the time constraints readers may
face due to high email volume. Recipients, on the other hand, should plan to
answer a business email within 24 hours, or the general time frame that they
would respond to a text. Strong subject lines, clear formatting, and concise
writing are all characteristics of a well-written email. Emails may also present
ethical challenges as the forwarding and carbon copy functions enable
communications to be shared with additional recipients.
o Email, texting, and microblogs are all workplace tools that are used both
internally and externally. Prior to email, genres of business writing were
more clearly differentiated based on function: hard copy letters were sent
outside the company, and memos were directed to those inside the
company. This distinction still exists in some business contexts, but email
has largely replaced hard copy letters in external and internal
correspondence. Email can be very useful for messages that have more
content than a text message, but conciseness remains one of its major
features. A clear structure with a greeting, message body, and closing is
also expected of this genre.
o Many businesses use automated emails to acknowledge communication
from the public, or to remind associates that periodic reports or payments
are due. The form email is also common; in this case, a recipient chooses
from a menu of sentences to make the wording suitable for a specific
transaction. Email may be informal in personal contexts, but business
communication requires attention to detail, awareness that an email
reflects both you and your company, and a professional tone. Although
email may have an informal feel, remember that it needs to convey
professionalism and respect. Never write or send anything that you would
not want to share publicly, or in front of your company president.
, 6.2 – WHEN (AND WHEN NOT) TO EMAIL: Email is a good way to
communicate when:
o You need to contact a person who is difficult to reach via telephone, does
not come to campus regularly, or is located in another part of the country
or world (for instance, someone who lives in a different time zone).
o The information you want to share is not time-sensitive. Email is
instantaneous, but it does not guarantee an instantaneous response. For
many people, keeping up with their email is a part of their job, and they
only do it during regular business hours. Unless readers have promised
otherwise, assume that it may take a few days for them to respond.
o You need to send someone an electronic file, such as a document for a
course, a spreadsheet full of data, or a rough draft for your paper.
o You need to distribute information quickly to many people (for example, a
memo that needs to be sent to the entire office staff).
o You need a record of the communication. Saving important emails can be
helpful if you need to recall what someone said in an earlier message,
provide proof (for example, as receipt for a service or product), or review
the content of an important meeting or deadline.
o You are unable to as a direct question or make a request in person. In this
case, frame your question or request politely, being careful to avoid a
demanding tone or the underlying assumption that your request will be
granted.
Email is not an effective means of communication when:
o Your message is long (i.e., it could not be read in 20 minutes or less),
complicated, or requires additional face-to-face discussion. For example,
if you want feedback from your supervisor, or if you are asking your
professor a question that requires more than a yes/no answer, you should
schedule a meeting instead.
o Information is highly confidential. Email is never private. Keep in mind
that your message could be forwarded to other people without your
knowledge. A backup copy of your email is always stored on a server
where it can be retrieved, even when you have deleted the message and
think it is gone forever.
o The tone of your message could be misconstrued. If you would hesitate to
say something to someone’s face, do not write it in an email.
o The information itself is emotionally charged. For example, if you must
communicate bad news to someone, it is better to deliver it in person.
6.3 – EMAIL STRUCTURE: Professional communication requires careful
attention to the specific writing context. In addition to its language and content,
the structure of an email should also reflect a writer’s understanding of audience
and purpose; a well-crafted email helps to establish credibility with an audience
by showing awareness of the genre’s conventions, or its standard moves and
expectations. The principles explained here apply to the educational context as
well as business writing, so be sure to use them when communicating with your
instructors and classroom peers. Four elements of structure should be
