Chapter 6 Chapter Overview & Objectives

Chapter Overview

This chapter introduces you to routine computer-mediated business messages. You will discover strategies for formatting and writing memos and e-mail for specific purposes and learn how proper e-mail etiquette can maximize readability and reader-responsiveness to your messages. You will also be introduced to best practices for managing your inbox and communicating via instant messaging.

Learning Objectives

In this chapter, you will learn to do the following:

1. Recognize the characteristics of memorandums and e-mail.
2. Apply formatting rules and writing plans for memorandums and e-mail.
3. Format horizontal and vertical lists for clarity and conciseness.
4. Eliminate common e-mail problems and etiquette gaffes.
5. Recognize steps in processing and managing e-mail.
6. Develop correct e-mail style and tone.
7. Write memorandums and e-mails that inform, request, respond, convey goodwill, and follow up.