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(Source: O’Hair, H.D., O’Rourke IV, J.S., &
O’Hair, M.J. (2001). Business Communication: A Framework for Success.
Cincinnati: South-Western College Publishing, pp. 258-259.
__________________________________________________________________________________
INTERDEPARTMENTAL CORRESPONDENCE
DATE: July 25, 2005
TO: Company CEO
FROM: J. S. O’Rourke (234 College of
Business / 555-8397)
Director, Fanning Center for
Business Communication
SUBJECT: COMMUNICATION STRATEGY MEMO:
FORMAT AND CONTENTS
This memo format recommends a communication
plan in response to a specific event or circumstance facing a company or
organization. It will briefly summarize the details of the
event/circumstance; discuss their implications, importance, or probable
outcome; and provide a specific list of actions taken and actions
recommended.
BACKGROUND
In this portion of the memo,
the writer briefly but completely reviews the facts of the case.
This paragraph contains historical data, information that is a matter of
public record, and facts that are relevant to the recommended communication
strategy.
 | Crisp, tightly expressed
sentences set apart from the main paragraph by bullet points are often
useful in highlighting factual information. |
| This paragraph does
not include assumptions, suppositions, or speculative information.
Nor does it include gratuitous references in the first person singular,
such as “I think” “In my opinion” or “I feel ….” |
| If a specific source is
available for each piece of information in this paragraph, the writer
should consider embedding it directly in a sentence: “2000 census figures
reveal that….” Another approach is to list a source in parentheses
following the information you provide: “Mead Corporation’s Stevenson,
Alabama, mill has an annual production capacity of 400,000 tons of
corrugated containerboard.” (Source: Mead Financial Fact Book,
Mead Corp., 2001, p. 5). |
DISCUSSION
In this portion of the memo,
the writer expands on the implications of the facts cited above. This is
where the writer explains to the reader what those facts mean and why they
matter. The discussion paragraph often becomes the basis for the
recommendations that follow. If the discussion is extended or complex,
writers often use separate paragraphs, subheadings, and bullet points to
highlight various issues.
INTERDEPARTMENTAL CORRESPONDENCE
July 25, 2002
Communication Strategy Memo: Format and Contents Page
2 of 2
RECOMMENDATIONS
In this paragraph, the
writer lays out each recommendation in specific terms. Where possible,
recommendations lead with a verb, are separated from one another with white
space, are underlined or printed in boldface type for emphasis, and are
either numbered (if the writer recommends more than three actions) or
bulleted. For example:
1.
Sign the attached letter of apology to the customer.
The letter not only apologizes for the flaw discovered in our shipment of
July, but offers a 2% discount on the shipment and a full replacement of all
defective parts. (Action: President)
- Forward the
defective parts to Quality Control for examination. When the QC
report is complete, copies of their findings should be shared with Sales &
Marketing, Customer Service, and members of the Senior Management Team.
(Action: Customer Service)
- Contact the
retailer who sold the equipment to review return/refund procedures.
We must make certain that each retailer handling our products fully
understands his or her obligation to accept customer returns and to
provide full refunds, if appropriate. (Action: Sales & Marketing)
- Follow up with the
customer to make sure he is satisfied with our actions on his behalf.
This is a particularly large account and, while each customer is important
to this company, some customers are more important than others. Direct,
personal contact to assure customer satisfaction, followed by an
after-action report for company files, is essential. (Action: Customer
Service)
OTHER ISSUES
This
section of the memo is fairly brief. It identifies any other audiences
not directly affected by solving the issue at hand that need to be
communicated to. It could also include a brief discussion of actions that
could be considered “down the road,” at a much later time.
Note:
Most memoranda do not include a signature block, nor do they feature
salutation lines (“Dear Marketing Department,”) or complimentary closing
lines (“Sincerely yours,”). Rather than a full signature, most memos
include the initials of the writer next to the “FROM:” line above.
Please
note that this two-page memo requires a second-page header, which includes
the subject line (exactly as written on page one), a date line, and a page
number.
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