6
Corresponding With Employees and Employers
These days, interoffice communications mainly take the form of e-mail. And e-mail definitely has its advantages: One click of the button and your message is routed to many people instantaneously. The style is also less formal than that found in a letter. However, many people mistakenly think that because their e-mail messages are addressed to people within their own company, not to customers, they can dash them off quickly and mar them with typos and jargon and the reader will still know what they mean. But be sure to heed Chapter 1’s advice for writing business e-mails because your superiors, subordinates, and peers will judge you by the quality of your written communications, even when you’re “just” using e-mail.
Be mindful that employees with diverse backgrounds may not share a common jargon and that, like you, the people you’re writing to have busy schedules. A message they can’t understand upon first reading—and especially one that forces them to contact you for clarification—is an annoying time-waster they won’t appreciate.
Also remember that adding a personal touch to your communications is more important than ever in today’s fast-paced electronic age. “Keep in touch with the people who work for you,” advises John Beckley, founder of Economics Press. “When you think something pleasant or favorable about someone, make a note of it immediately, and be sure to tell them.” Bringing your care, attention, and tact to the process of sending e-mails to people within your company can set you apart from the pack.
This chapter presents model e-mails, memos, and letters for employee-to-employee, employer-to-employee, and employee-to-employer communications in a variety of situations. Note that e-mails have become the standard way to communicate many of the messages that used to be the domain of interoffice memos, so you will find more model e-mails than sample printed memos here. But even though e-mail is appropriate for most of the correspondence discussed in this chapter, as usual don’t use e-mail for a particular type of message if you see the (§) icon.
Day-to-day communications with employees
There are many routine situations in your workday that require you to send messages to your employees in writing. Written messages take up less time, they communicate exactly what you want known, and they serve as wonderful reminders. In years past, these kinds of messages would be printed memorandums that were dropped into in-trays on employees’ desks. Today, these everyday communications are commonly delivered via simple, straightforward e-mails, which can be sent to many people at once. The first six samples cover frequently encountered, basic day-to-day issues you will likely need to address via e-mail. You can adapt the structure of these samples to any e-mail messages you need to send about routine, day-to-day workplace matters. You may also consult Chapter 2, “How to Format Your Business Letter, Fax, or E-mail” for more direction.
E-Mail Empowerment Tip
Within your e-mail address book, set up a group distribution list consisting of the desired recipients of your e-mail message, and assign an appropriate name to this group of contacts (for example, Alpha Team Members or Capselle Employees). This strategy will eliminate the need to type in your recipients’ individual e-mail addresses over and over whenever there’s a need to send a message to that group.
E-mail rescheduling a meeting
Sample:
From: Allen Cvelic <[email protected]>
Date: Tuesday, August 1 3, 20XX
To: Alpha Team Members
Subject: Change of date for weekly team meeting
The meeting has been rescheduled for Friday 10 a.m. instead of the usual time on Thursday. Please let me know if you have a conflict.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Holiday schedule notification e-mail
Sample:
From: Timothy Casey <[email protected]>
Date: Monday, December 2, 20XX
To: Capselle Employees
Subject: Holiday schedule
This year, City plant will be open on December 26 and 27 but closed from December 28 to January 2. These days are scheduled for plant maintenance, so only maintenance supervisors and their crews will be working. The building will not be accessible to other employees.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Office holiday party announcement e-mail
Sample:
From: Kevin Hancock <[email protected]>
Date: Friday, December 11, 20XX
To: Newsroom and Pressroom Staff
Subject: Office holiday party
This year’s holiday office party will be held at O’Sullehbhain’s Pub on December 23 starting at noon. As most of you already know, the pub is on the corner of 61 st and Madison. Please remember to bring a grab-bag gift worth $15 or less.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Summer hours announcement e-mail
Sample:
From: Kara Richardson <[email protected]>
Date: Monday, May 14, 20XX
To: Agency Staff
Subject: Summer hours
From June 22 to September 4, we will be operating under summer hours. During summer hours, we will close at 3 p.m. instead of 5 p.m. on Fridays. On all other days, we will be open from 9 a.m. to 5 p.m.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Expense report instruction e-mail
Sample:
From: June Barrel, CFO <[email protected]>
Date: Wednesday, July 26, 20XX
To: Sales Staff
Subject: Expense reports
Expense reports must be filed on or before the last day of the month. Filing your expense report after that deadline may delay reimbursement up to 30 days. For your convenience, your expense reports may now be filed electronically. Just send your completed Expense Report form to Andy Devin in accounting at [email protected].
This speeds communication and helps assure our receipt on or before the end-of-month deadline.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Company car policy e-mail
Sample:
From: Ed Flannery, Fleet Manager <[email protected]> Date: November 11, 20XX
To: Company Car Users
Subject: Company car maintenance
As our fleet of company cars ages, users have been experiencing some car problems. Checking our records, I find that 70 percent of company vehicles are not brought into the garage for maintenance according to the schedule that fleet management requires. The maintenance schedule for company cars is posted on our intranet at http://fictionalfirm.com/fleet. Please make sure you bring your company car in for all scheduled maintenance checks and tune-ups.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Routing memo%-mail
Background: When routing printed copies of materials that require review and approval by one or more managers or professionals in your firm, you can use the memo sample shown below. It’s more likely, though, that you will have your materials for review in an electronic format, such as a PDF, for which you can easily solicit comments by e-mail. In that case, attach the file(s) to your e-mail, and use e-mail sample shown below.
Essential elements:
1. When using the printed memo format, include the names of all people the routing form is being sent to. When using e-mail, set up a group distribution list consisting of the e-mail addresses for the appropriate contacts from your address book in your e-mail program.
2. State the directions clearly.
3. Indicate how and when the person is to respond.
4. Include a space for an approval signature if you are using hard copy.
5. Be sure to enclose the material you would like reviewed, as an attachment to your e-mail or fastened to your printed memo.
Samples:
Printed memo
To: Joe Carr, Mary Coppeyn, Cheryl Flanart, Donna Simps
From: Kathy Westerholff
R,e: Review of attached material
Please review this story for the upcoming company newsletter. Mark any changes, sign your approval below, and fax back to me at 123-456-7890 within one week. If you have any questions or need to discuss the copy, call me at 123-456-7890.
Approved by ______________Date _______________
E-mail
From: Kathy Westerhoff <[email protected]>
Date: Tuesday, October 9, 20XX
To: Newsletter Review Committee
Subject: Review of attached material
Attachments: LeadStory_FaIINewsletter.pdf f
Please review this story for the upcoming company newsletter. Reply with your comments or approval by October 16. If you have any questions or need to discuss the copy, my contact information is below.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Action memo/e-mail
Background: Simple memos are effective for communicating with employees within your firm about projects, tasks, and actions to be taken. Today most of these are sent via e-mail, as in the second sample that follows. However, if you need a permanent record of the communication for your files, you can distribute a printed memo, like the first sample. Consult “How to determine the best medium for your message” in the Introduction for more guidance on when a message in print is the best way to go.
Essential elements:
To be effective, your action memo/e-mail should contain the following:
1. The names of all recipients (if you are using a printed memo) or the name of an e-mail distribution group (if you are using e-mail); your name; the date; and the subject matter.
2. A clear, simple statement of the information.
3. A note about what you expect the recipients to do next.
Samples:
Printed memo
To: Joe Carr, Mary Coppeyn, Cheryl Flanart, Donna Simps
From: Kathy Westerholff
R,e: Training budget
We have just completed the budgeting process for next year and have established several key areas to focus on. One of those areas is skill building in customer service and communications.
To continue to improve the abilities of our employees to maximize customer service, we have decided to invest $5,000 per employee on training during the upcoming year. This is the biggest investment in training we have made in our eight years in business.
In January, I will meet with each of you individually to set goals, review your current skill level in a variety of areas, and start to identify potential training sessions you should attend.
Please stop by my office sometime next week and pick up an assessment form that we’ll go over in our meeting.
E-mail
From: Kathy Westerhoff <[email protected]>
Date: Thursday, November 5, 20XX
To: Customer Service Team
Subject: Training budget
Attachments: AssessmentForm.doc
We have just completed the budgeting process for next year and have established several key areas to focus on. One of those areas is skill building in customer service and communications.
To continue to improve the abilities of our employees to maximize customer service, we have decided to invest $5,000 per employee on training during the upcoming year. This is the biggest investment in training we have made in our eight years in business.
In January, I will meet with each of you individually to set goals, review your current skill level in a variety of areas, and start to identify potential training sessions you should attend.
An assessment form is attached. Feel free to look it over, as we will be discussing it in our meeting.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Instruction e-mail
Background: Putting ideas and instructions in writing helps clarify them not only for the recipient, but also for the writer. In our line of work, we frequently write short e-mails to make clear requests of those with whom we work. For example, the sample that follows is an e-mail that author Regina Anne Kelly sent to her office assistant concerning the preparation of the manuscript of this book.
Essential elements: Even though they are simple, memos and e-mails of instruction have an important purpose: They detail exactly what you expect and when it must be done. Giving your employees this written record of instructions increases the likelihood that it will happen the way you want it to. Just state what you want done and the date it is to be accomplished.
Sample:
From: Regina Anne Kelly <[email protected]>
Date: Friday, July 17, 2008
To: Jacqueline Callas <[email protected]>
Subject: Letter book
Within three to four weeks, I will send you the following files for the book I am coauthoring for Career Press: LETFM 1, LETCH 1-10, LETBM1. When you receive all the files, I would like you to insert page numbers in the upper right corner, print out, and send one hard copy to the proofreader at his home address, one hard copy and the electronic files to Career Press in Franklin Lakes, and one hard copy to me. Please do this within 48 hours of receiving the files.
Thanks.
Best,
Regina
Announcement of a change in company policy or procedure
Background: This is a simple, straightforward communication that requires a written record. All employees must be kept up-to-date on changes and should not have to rely on the grapevine for this information. A printed memo is the ideal medium for this type of communication because, unlike just another e-mail taking up space in employees’ inboxes, it will grab employees’ attention. Furthermore, company policy-related issues may require printed documentation for legal reasons.
Essential elements: This memo should get straight to the point:
1. Announce the change.
2. State when the change takes effect.
3. Provide instructions outlining how the new procedures are to be followed.
Sample:
To: Shift workers
From: C.F. Kornbs
Re: Shift changes
Requests to be transferred out of the night shift must now be made in writing to Sheldon Mack, day supervisor, at least one month before the shift change can be granted. There will be no exceptions. If there are not enough positions on the day shift to accommodate all requests, transfer from night to day shift will be made on a seniority basis.
E-mail reserving a conference room
Background: This sounds like a trivial message, unless you’ve ever reserved a conference room only to find another group already working in it upon your arrival.
Essential elements:
1. State what room you want, as well as the date and the hours you will need it.
2. Explain why you need the room and how many people will be there.
3. Put down any special requests for equipment or refreshments.
4. Ask for a confirmation response.
Sample:
From: Wayne Robbins <[email protected]>
Date: Monday, August 9, 20XX
To: Stacy Spretch <[email protected]>
Subject: Conference room reservation
I would like to reserve the Main Conference Room for the entire morning (8 a.m. to noon) of August 15. We are having the 10 regional managers in for the annual sales booster meeting. Can you please arrange for coffee service throughout the morning, including perhaps some pastries or rolls?
Please reply with your confirmation of the reservation, or let me know if there is any conflict.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
E-mail announcing a meeting
Background: Meeting announcements can be made informally by simply talking to the people you want to attend. A written message, like the sample e-mail that follows, is most effective when you feel the meeting is important but suspect many of the key team members will choose not to attend if they can get away with it.
Essential elements: Make this message firm and to the point. Include:
1. Meeting details: date, time, and location.
2. Who will be in attendance.
3. Reason for the meeting.
4. Directive regarding what attendees should bring and how they should prepare.
5. Indication of whether the meeting is mandatory.
6. How to contact you if there are problems or questions.
Sample:
From: Martin Power <[email protected]>
Date: Friday, February 28, 20XX
To: Database Team
Subject: Project milestone review meeting
This note is to confirm that we will have a milestone review meeting for the Prospecting Database project on March 10, from 10 a.m. to noon, in the West Wing videoconference room.
At that time, we will be joined by our counterparts in the Denver office through the videoconferencing facility.
It is essential that all team members here in our office attend. Senior management has expressed concern about deadline slippage and the system’s ability to provide the desired functionality.
As this is an enterprise-critical project, these issues need to be resolved so that we can confidently deliver to management our assurance (and proof) that the system will be implemented on time, within budget, and according to specification. Bring with you all documents and information that will support our position.
Attendance is mandatory. If you have any questions, please contact me.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Message of confirmation
Background: If you are concerned that your discussion was not understood or that the other person won’t meet his or her obligations, be sure to send a confirmation message. If it’s in writing, whether by e-mail or in printed correspondence, the other person will take it more seriously. A printed confirmation memo is recommended if any money is to change hands or if important deadlines are involved. An e-mail has its advantages, too, as you can request that the recipient replied to your message with his or her agreement to the terms you have described.
Essential elements: Confirm by including:
1. A positive note.
2. Details of the facts you wish to confirm.
3. An invitation to contact you for clarification or to reply with an affirmation of the terms described.
Samples:
Printed memo
To: Jennifer Croocens
From: Jane Seey
Re: Project confirmation
Thanks for spending some time with me this morning to go over the WatchWord project. As we agreed:
1. To complete this project on time, you can hire a consultant for a fee of $ 1,000.
2. The deadline remains May 14th.
3. We will meet again to check progress on May 1st.
In the meantime, please call me with any questions.
E-mail
From: Jane Seey <[email protected]>
Date: Thursday, April 5, 20XX
To: Jennifer Croocens <[email protected]>
Subject: Project confirmation
Thanks for spending some time with me this morning to go over the WatchWord project. As we agreed:
1. To complete this project on time, you can hire a consultant for a fee of $1,000.
2. The deadline remains May 14th.
3. We will meet again to check progress on May 1 st.
Please reply with an acknowledgment of your agreement to these terms.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
E-mail encouraging employee usage of company perks
Background: Many companies, especially large corporations, give a variety of benefits and perks that many employees don’t fully use and some don’t even know about. Benefits and perks are part of the employee’s total compensation package, and most employees today look at perks and not just the base salary when evaluating how well you take care of them and whether they should look elsewhere for a better deal. Therefore, encouraging employees to use company services and perks not only builds goodwill, but it also aids in employee retention.
Essential elements: This e-mail should serve as a detailed announcement and a reminder. Include:
1. The perk you want to focus on.
2. The facts such as time, place, and benefit to employees.
3. Further explanation of the advantages (if appropriate).
4. A note about this perk being “special” for your employees only.
Sample:
From: Ron Matthews <[email protected]>
Date: Monday, June 2, 20XX
To: All Beldicite Technologies Employees
Subject: Lobby discount sale
Just a reminder: Once a month we offer our own closed-out and damaged merchandise to Beldicite employees at incredible discounts, often up to 70 percent off list price.
u]I encourage you to stop by and look over the merchandise displayed in the lobby at lunch hour on the last Friday of the month. You can get some incredible bargains if you’re looking for a DVD player, MP3 player, cell phone, and other Beldicite electronics products. The closeouts are current models about to be replaced by next year’s model; usually the difference in features is minimal. The “damaged” goods may be slightly scuffed from shipping but are otherwise new and in perfect working order. All merchandise is covered by the standard Beldicite one-year warranty (although if you work in service, you may end up repairing it yourself while at work!).
This is a great deal that is available only to Beldicite employees. [Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
E-mail offering new benefits to employees
Background: It is a pleasurable task to inform employees of new benefits. Your letter should explain the benefit, encourage its usage, and build goodwill by showing the value of what you are offering.
Essential elements: An e-mail announcing new benefits can get lost in the paper shuffle if it looks like any of the other hundred e-mails your employees receive each day. The following sample presents the benefit with an attention-grabbing headline. It then goes on to state:
1. A lead that engages the reader’s interest.
2. A statement of the added benefit.
3. A few details about the benefit.
4. Directions about how to obtain more information.
5. The attachment of a brochure with more details.
Sample:
From: Ron Matthews <[email protected]>
Date: Monday, June 16, 20XX
To: All Beldicite Technologies Employees
Subject: Employee Mortgage Program
Attachments: MortgageBrochure.pdf
As you go through life, your housing needs change. The Employee Mortgage Program can make sure you get the cash you need to make those changes happen.
Dear Employee,
Buying a home? Refinancing a home? Don’t have a clue where to begin?
Tell, easy home financing starts here—with the Employee Mortgage Program from Southwest Mortgage. Through this value-added program, Beldicite employees have preferred-status access to the mortgage services of Southwest Mortgage.
With more than 20 years of home-financing experience—and 1 million satisfied borrowers nationwide-Southwest Mortgage has helped more corporate employees land the home of their dreams than any other mortgage company in the region.
If you are curious about whether you qualify for a mortgage, call Southwest Mortgage Monday through Friday, 8 a.m. to midnight at 800-123-4567, or complete the online inquiry form on their Websites, www.fictionalmortgagecompany.com. Experienced Mortgage Advisors can tell you just how big a mortgage you can get.
The attached brochure shows you the many ways Southwest Mortgage can help you come out ahead in the housing game.
Sincerely,
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Announcement of a change in health benefits coverage
Background: When you change health benefits coverage, the change may not be universally seen as an improvement. Employees tend to feel unjustly ripped off and need an explanation about why this is happening and how it will affect them. This kind of major change should be presented on paper-not by e-mail.
Essential elements: This kind of change that directly affects each employee should be stated directly and clearly so there is no misunderstanding. Include:
1. An immediate statement that there is going to be a change.
2. A reason for the change.
3. The details of the change.
4. The benefits of this change to the employee (there must be something! ).
5. An offer to explain further or answer questions.
Sample:
To: All employees
From: Rachel Bronkson, Employee Benefits Manager
Re: Change in major medical coverage
As of May 14, there will be a change in our employee health coverage.
Each year our insurance broker, Senders & Johnson, performs an audit of all our policies to help control corporate health care expenses. As the result of this year’s audit, we will be keeping Guardian General as carrier but switching to one of their alternative plans to prevent health costs from spiraling out of control.
The coverage is nearly identical to the current plan, with one major exception: The deductible per illness has been raised from $50 to $250. Although having a higher deductible is not a positive change, there are other aspects of the change that compensate. We can afford to keep our private major medical plan with Guardian, enabling our employees to continue to be reimbursed while choosing the physicians and other health care providers they prefer. Without this plan readjustment, we probably would have been forced into an HMO or PPO, which in our recent employee survey the majority of you said you did not want. The new plan permits you to keep seeing your regular doctors and have the visits paid for.
The modified coverage will be in force effective May 14. If you have any questions, call me at X5567 or e-mail me via company mail at RCHLBRON.
Communications with your employer
E-mail request for training
Background: Author Robert Bly relates this background about the following sample: “In my second corporate job, I had to handle the management of trade show displays—an area in which I had little experience. Unfortunately, my boss was not a fan of training or spending money he didn’t have to. Here is the letter I sent that convinced him to spend $450 to have me attend a two-day local seminar on trade show management.”
Essential elements: The trick here is to show that the time and cost of training will increase profits and productivity. Include:
1. A clear statement of what training program you want to attend.
2. An acknowledgment of the cost and a statement explaining how this cost will be recouped in improved sales, profits, productivity, and the like.
3. The reason why you need the training.
4. A direct request for the go-ahead.
Sample:
From: Bob Bly <rwb!y@b!y.com>
Date: Thursday, January 13, 20XX
To: Mike Olson <[email protected]>
Subject: Training program
Dear Mike:
Enclosed is a brochure I received on a seminar called “Trade Show University.” I’d like to take this program.
I realize the tuition of $450 is not cheap. But we will spend $100,000 this year redoing our displays and exhibiting at shows. If the seminar can help me cut these costs even 5 percent, it will pay for itself more than 10 times over.
My previous experience is in booth design only. I have not managed the exhibit from start to finish. The more knowledge I have, the smarter the buying decisions I can make.
Can I go ahead and register, and have Ken in accounting cut a $450 check to Trade Show University? Please let me know. Thanks.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
E-mail request to attend a trade show
Background: Trade shows offer unique opportunities to learn, network, or just visit a nice venue for a day or so. If you want to go but aren’t on the approved list, send a request to your manager.
Essential elements: Trade shows take you away from work and cost money. Show your boss that it’s worth it by mentioning:
1. Your company position and a problem in your area that needs to be solved.
2. How attending a trade show will help you fix a problem in the company.
3. The cost of the show and how this money is an investment in future progress or profits.
4. A direct request to make all necessary arrangements and file receipts on an expense report.
Sample:
From: Fred Bulsara <[email protected]>
Date: Wednesday, October 13, 20XX
To: Bob Norman <[email protected]>
Subject: Control and instrumentation expo
Dear Bob:
As you know, you recently reassigned me to process management. Part of the immediate task Laura has set for me is control optimization. My initial review indicates that current equipment, some of it 10 years old, can’t handle the requirements we have.
Rather than visit control manufacturers individually to demo new models, I’d like to attend the upcoming Control and Instrumentation Expo. The vendors I’m interested in are all exhibiting at the show, and four of them have live demonstrations at their booths. This will enable me to evaluate four potential systems in one visit and compare them side by side.
Several manufacturers have sent me complimentary passes. My only expenses would be roundtrip travel for a day to and from Pittsburgh, which would cost around $500. I feel this is a good investment considering that the control system we select will have an expected lifetime of eight to 10 years.
Can I make travel reservations and then file the receipts with my expense report? Please let me know.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Request to create a new position
Background: Usually you cannot create a new position without the approval of your boss or human resources, or both. Write a memo that explains the need and makes clear the necessity. (Because this type of message concerns a personnel matter, going with a printed memo is best.) Speak as the authority in the needs of your department.
Essential elements: This request asks for a major change and investment. Be convincing in your approach. Include:
1. A hook to the employer’s own feelings about progress in the company.
2. The name of the position you want to create and the purpose it would serve.
3. Evidence that you have researched the idea with other employees who would be affected positively by the creation of this position.
4. A recommendation of a person from within the company who could fill the position and details about why this person is best. If no one from within is qualified, propose that a new employee be hired and state the qualifications that this person should possess.
5. An enclosed job description that shows you have thoroughly investigated and planned the new position.
6. A direct request for approval.
Sample:
To: Ruth Marker
From: Ted Strykar
Re: Creating a position for an in-house Web designer
Dear Ruth:
At our meeting last week, you agreed that we need to increase the power of our online presence. I believe one step toward meeting this need would be to create the position of an in-house Web designer.
I investigated the matter and talked with supervisors in both graphics and IT. They agree that this would be a wise move, and we all feel that Dick Young could handle the position very capably.
Dick has been with our firm in IT for only six months, but has very strong technical skills in technologies such as HTML, javatm, and Adobe® FlashO Player. In addition, he is a Web junkie and knows the Internet inside and out. Right now he is maintaining our Intranet server and, quite frankly, is bored. In this new position, he would become our in-house expert in Web design—something for which he is unabashedly enthusiastic.
Attached is a job description for the Web designer position. If this meets with your approval, I’d like to begin the process with human resources so we could create the position, establish the salary, and offer Dick the job. What do you think?
Sincerely,
Request for a pay raise
Background: This is always a tough letter to write. You have to blow your own horn without sounding conceited and at the same time be convincing about your value and worth to the company. Adapt the following letter to boost your chances of getting what you deserve. Don’t use e-mail; this kind of letter needs to be confidential, and e-mail is not.
Essential elements: You cannot write this letter unless you have some indication that your supervisor is satisfied (in fact, highly impressed) with your work. That’s what unscheduled raises are based on. Use that information to plead your case:
1. Identify yourself and your position in the company.
2. Right up front, state the raise you are seeking.
3. Remind the reader of his or her approval and/or satisfaction with your work.
4. State your exceptional skills, work habits, results.
5. Repeat your request.
Sample:
Dear Ms. Whitehouse:
As a CAD/CAM operator in your automotive aftermarket group, I would like to request a raise of $3,000 per year effective January 1. This would bring my annual salary up to $34,000.
You have mentioned to me that you are highly satisfied with the quality of my work and my commitment to FitForm Parts. I have been a conscientious employee and have always finished tasks in an accurate and timely manner. I’m sure you have noticed that because I treat the design teams as if they were customers, they often ask to work with me in preference to other CAD/CAM operators. You have often noted that I am a great asset to our team and have frequently complimented my professional, service-oriented manner.
Although I have been with FitForm only eight months, I am asking that my salary be increased and that my compensation be reviewed again in 12 months.
Sincerely,
Recommendation of a pay raise
Background: If you are a manager or a supervisor you may be in a position to request a raise for someone who works under you. The quality of this letter will determine if this person gets the raise or not, so it must be carefully planned. It should include all the details you would put in a letter requesting a raise for yourself (see the letter on page 119). Furthermore, because it concerns a personnel issue, it should not be sent by e-mail.
Essential elements: This letter is upbeat, positive, and strong. Make sure it includes:
1. An identification of the employee and his or her position in the company.
2. Right up front, state the raise you are seeking for this employee.
3. State your approval and/or satisfaction with the employee’s work.
4. State his or her exceptional skills, work habits, and results.
5. Repeat your request.
Sample:
Dear Ms. Spadafora:
I recommend that we offer Bill Dickey, a CAD/CAM operator in our automotive aftermarket group, a raise of $3,000 per year effective January 1. This would bring his annual salary up to $34,000.
I am highly satisfied with the quality of work he produces and his commitment to FitForm Parts. He is a conscientious employee, finishing tasks in an accurate and timely manner. In addition, he treats the design teams as if they were customers; they often ask to work with Bill in preference to other CAD/CAM operators.
Although Bill has been with FitForm only eight months, I am recommending that his salary be increased and that his compensation again be reviewed in 12 months. He is a great asset to our team and should be rewarded for the quality of his work and his professional, service-oriented manner.
Sincerely,
Sharing good news
Stay on the lookout for pieces of good news that you can share with your employees. These good-news messages are a great way to keep up morale and give public credit when credit is due.
Congratulations on a work anniversary
Background: In today’s information-overloaded work environment, everybody has too much to read and not enough time to read it. Yet the volume of cordial correspondence has diminished to near nothingness. Therefore, the thank-you note still stands out. You can send this note via e-mail or, to add a more personal touch, in a card or in a letter on stationery or company letterhead. (If you choose e-mail, simply model the content of your e-mail on the body of the sample message that follows, while using standard e-mail formatting as described previously.)
Essential elements: This note shouldn’t be too heavy in job-performance evaluation. Keep it simple, upbeat, and congratulatory. Include:
1. The details of the anniversary (number of years in current position or total years as an employee).
2. A personal note about the person’s first days (if you were there and remember).
3. An overview of the recipient’s accomplishments since taking the position.
4. A toast for many more years of continued excellence.
Sample:
Dear Mary,
This week marks your fifth year of employment with Westway Pharmaceuticals. Congratulations on this important anniversary.
I can hardly believe it’s been a half-decade since you walked into my office for an interview...and I spilled coffee all over your resume! Despite the awkward start, I was fortunate to make the right decision and hire you for the position. Aside from your excellent performance record, you are truly a pleasure to work with.
Here’s to another rewarding and profitable five years for Westway...and the two of us!
Sincerely,
Congratulations for a job well done
Background: Don’t pass up an opportunity to motivate employees and build morale. When someone has done a good job, take a few minutes to acknowledge that effort. You’ll be paid back in increased loyalty and commitment. Sending this note via e-mail is fine, but a card or a letter on stationery or company letterhead would add a more personal touch. (For e-mail, simply model the content of the e-mail on the body of the sample message that follows, while using standard e-mail formatting as described previously.)
Essential elements: It’s not necessary to go overboard and gush all over a person. Simply state your congratulations and appreciation. Include:
1. What it is you’re pleased about.
2. Why this project/service/contribution is especially valued.
3. A word about future work.
4. A thank-you.
Sample:
Dear Lou:
I just finished reading the first draft of the Syntron manual and am very pleased with it.
What amazed me was how quickly you were able to take a mass of unorganized tech specs, memos, and assorted gibberish and edit it into a strong, cohesive introductory product guide.
I’m circulating the manual to the design team for comments now. As you know from experience, when writing about a product still under development, specs change from day to day, so I anticipate a lot of little edits and corrections, which should be easy for you to make. But the basic organization, style, and content of the document are right on target.
Thanks again for the excellent work. I value your contributions to Syntron’s success.
Sincerely,
Note of thanks for an extraordinary effort
Background: You know instinctively when you have pushed your employees to deliver service and effort above the norm. When they rise to the challenge, thank them in writing. A small token of appreciation is also a good idea (and a comp day is even better). Furthermore, expressing your appreciation via e-mail is okay, but a card or a letter will seem less impersonal. (For e-mail, simply model the content of the e-mail on the body of the sample message that follows.)
Essential elements: This letter is the “pat on the back” that an employee has earned with effort that goes beyond the call of duty. Make it express sincere thanks by including the following:
1. State exactly what the employee did (he or she will probably put this in a file for future career use).
2. Acknowledge the personal sacrifices that were required.
3. Offer apologies for undue hardships (if appropriate).
4. Say thank you.
Sample:
Dear Jeff:
Thanks for your extraordinary efforts on the GoldSeek version 2.0 beta release. Without the dedication of you and other members of the team, we would never have made this impossibly tight deadline.
You clearly went above and beyond the call of duty, without letting the long hours and steady diet of late-night pizza affect your effort. In addition, I know that you have kids and there are a lot of family and school events around the holiday season. I hope the project didn’t interfere unduly, although I suspect it did. And for that, you have my apologies and thanks.
Now, as the holidays approach, you can take the well-deserved rest you need.
Sincerely,
E-mail announcing a promotion
Background: We know of a colleague who went into his employee’s office to criticize her handling of a project. She argued back vehemently-too vehemently, he felt, for a subordinate. He reminded her that she worked for him. However, he got a big surprise: He, in fact, worked for her! She had been promoted and the lines of reporting reversed. Embarrassed and upset, he left her office, hoping his new boss would not hold his tirade against him. That’s why all employees in a department or workgroup should be told when one of them is promoted.
Essential elements: This kind of correspondence is usually distributed in an e-mail. Be sure to have a group distribution list set up in your e-mail program for the recipients of this message. Make the message short and simple:
1. State the person’s full name, his or her old and new positions, and the date the promotion takes effect.
2. Detail how that promotion affects other employees and the chain of command.
3. You may add a note of congratulations if you like.
Sample:
From: Joy Robbins <[email protected]>
Date: Friday, May 25, 20XX
To: All Department Personnel
Subject: Promotion
Effective June 1, Sheila Anderson is being promoted from shipping clerk to director of shipping operations. She will report directly to me, and all employees designated as shipping clerks, service desk representatives, or order handlers will report directly to Sheila.
I’m sure we all join in congratulating Sheila on this well-deserved promotion. [Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
E-mail announcing a retirement
Background: This announcement is routine for you but not for the person retiring, who may have a strong emotional attachment to his or her job, workplace, coworkers, customers, or vendors. Personalizing this announcement with an anecdote or observation makes it more memorable and pleasurable for everyone reading it.
Essential elements: This message serves two purposes: It notifies all employees of the retirement, and it praises the retiree for his or her years of dutiful service. It should include:
1. An announcement of the retirement and effective date. State the person’s name and position for employees who may not personally know him or her.
2. A short background history on the retiree, such as when he or she started working with the company and the positions he or she has held.
3. A personal anecdote about a positive experience with the person.
4. A brief description of the person’s retirement plans if you know what they are and are sure the person won’t mind having them announced.
5. If you plan any kind of retirement celebration, you can add the details to this memo.
6. End with a verbal toast, noting that the person will be missed by all.
Sample:
From: Theresa Gerardo, City Desk Editor <[email protected]> Date: Monday, March 25, 20XX
To: Newsroom Staff
Subject: Retirement of Stu Gruben
Stu Gruben is retiring from his position as managing editor effective April 1.
Stu started with the Herald in the 1960s as a reporter, eventually working his way up to managing editor. When I first started here in the 1980s, I handed in an article in which I referred to a politician having “a surgical procedure.” Stu circled it and wrote in the margin, “Why not just say ‘surgery’?” I’m sure we’ve all learned similar lessons from Stu about how to be better journalists.
In retirement, Stu plans to move to Minneapolis to be closer to his children and grandchildren. He told me yesterday he also plans to pursue the novel he has wanted to write. We wish him well.
We are having a retirement party at lunch this coming Friday to honor Stu Gruben as he retires from our staff. A buffet lunch will be served, and we’ll all toast to a wonderful and productive retirement for a top editor whom we will all miss.
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
E-mail expressing appreciation for a suggestion
Background: A colleague employed by a large computer company was paid a bonus of $100,000 for a simple suggestion he put into a suggestion box. Your reader isn’t expecting $100,000 from you, but a simple message of appreciation is a nice idea.
Essential elements: It’s the thought that counts. Convey your support of employee input. Include:
1. An upfront thank-you for the suggestion. (State the suggestion specifically in case the employee has submitted several ideas and needs to know which one you’re talking about.)
2. State why you like the idea.
3. If you cannot implement it right away, explain why.
4. Invite the employee to continue to be involved in the implementation of the suggested idea. Or, if that is not appropriate, encourage him or her to continue to share thoughts and ideas in the future.
Sample:
From: George Clark, CFO <[email protected]>
Date: Thursday, September 21, 20XX
To: Rhagu Naveen <[email protected]>
Subject: Thanks for your valuable suggestion
Dear Rhagu,
Thank you for your great suggestion on how to restructure the Artech Web site to give international customers access to pricing and product information specific to their country.
It’s something we discussed for this year but didn’t implement because of its complexity and our limited budget. Our goal was just to get basic product descriptions up on the site to create an Internet presence for Artech, which we did.
For this year, doing country-specific pages or sites is again on the agenda. We were thinking of picking one country or region as a test site.
Do you have a preference of which we do?
Sincerely,
[Automatic e-mail signature should appear here; see the sample signatures in Chapter 2.]
Announcing bad news
If you’re in a position of authority, it will often be your job to be the bearer of bad news. The correspondence that conveys this news should be well crafted so that you never appear to be uncertain or weak.
Announcement of a layoff
Background: Announcing a layoff requires sensitivity and tact and is best accomplished via a printed memo. A layoff is never a happy occasion. If there is realistic hope of a quick solution to the problem, say so in your memo, but do not promise. Encourage supervisors to discuss each employee’s situation with him or her separately. The more notification you can give, the better. A sudden loss of employment is always traumatic; be sure to convey that you are sensitive to this.
Essential elements: This memo must be many things at one time: It should be firm, informational, sympathetic, and hopeful. Be sure it includes:
1. An explanation of the negative financial circumstances that have recently affected the company.
2. The announcement that these circumstances (which are beyond your control) require (or may require) employee layoffs.
3. The details, if known, about who will be laid off and when.
4. Assurances that further information regarding all employee status will be forthcoming.
5. A request for continued hard work on remaining projects with the explanation that this is the way to reduce the need for further layoffs.
Sample:
To: Long Island Plant employees, Virtuen Industries
From: Sol Bier, Personnel Director
Re: Employee layoffs
Unfortunately and unexpectedly, Virtuen was not awarded the contract for the EWACS inertial navigational system for which, until recently, we thought we were a shoe-in. The customer preferred the new E-5 technology from Allied Corporation because of its compatibility with GPS-7. We could not certify such compatibility and lost the contract on that basis.
Because EWACS was projected to be a significant part of our total revenue over the next two to three years, we are enforcing a hiring freeze effective immediately and may be looking at layoffs for up to 10 percent of the plant staff within the coming months. At this time, we do not know for certain how many and which employees will be affected by the layoff. However, we want employees to be aware of this potential problem and to plan accordingly.
Supervisors will be kept informed and will communicate the status of the Long Island plant to employees on a regular basis. Employees having concerns about employment status should see me or their supervisors.
In the meantime, we must double our efforts to implement the new GPS-7 compatible upgrades and to prepare bids for other opportunities now on the table including ELGIN and EAGLE. Even a partial win on just one of these would retain jobs potentially lost due to the EWACS disappointment.
Warning about poor employee attendance
Background: Employees have many legal rights on the job, and the law today seems stacked against the employer. For this reason, every major incident of discipline should be documented and communicated to the employee in writing (in print), with a copy for the employee’s personnel file.
Essential elements: If you ever have to fire an employee because of excessive absenteeism, this memo will become an invaluable document. Craft it carefully to cover all your bases:
1. Refer to a company rule regarding absenteeism (if one exists).
2. State that there is a problem with the employee’s absentee rate.
3. Give absentee dates and times and details of previous warnings.
4. State that you are very concerned about this problem.
5. Tell the employee what you expect in the future.
6. Outline exactly how all future absences must be handled (doctor notes, advanced approval, and so forth).
7. Give a warning that a copy of the memo will be placed in the employee’s file.
8. State what will happen if the problem continues.
9. Instruct the employee to sign on the space provided to verify that he or she has read the letter.
Sample:
To: Bob Brook
From: Danielle Mosely, Manager
Re: Company policy on discipline for excessive absenteeism
The following documents a problem with excessive absenteeism:
On December 7, 14, and 21, you were absent from work. Each of these absences was on a day before your scheduled day off. On December 27, I counseled you about your attendance on the job. You were absent again on .January 5 and 16. On .January 29, I again counseled you about your attendance on the job and cautioned you that further absences would lead to formal disciplinary action.
On February 1, you called in sick. This was the day before your weekend off. When you returned to work on February 4, you told Bob Sharpe, your supervisor, that you had gone dirt bike riding in the desert. On February 7, I met with you to discuss your attendance. During this meeting, I gave you a verbal warning about your poor attendance record.
I want to be sure you understand that I am seriously concerned about your attendance record. I expect you to be at work, on time, every day you are scheduled to work unless you have a legitimate medical emergency that prevents you from coming to work or are authorized in advance to take time off.
If you are unable to come to work, you must contact Sam Rodriguez in advance. If you miss work for medical reasons, you must submit a doctor’s note indicating that you are medically able to return to work before you may begin working. If you want to use some of your accumulated vacation days for time off, you should submit a request at least two days in advance.
A copy of this memo will be placed in your file. Unless you follow this directive, you will be subject to further serious disciplinary action. Please sign below and return this memo to my office before you leave work today.
I have received a copy of this memo:
Bob Brook/Date
Warning about employee attitude problems
Background: The following is another discipline memo, this one documenting a poor attitude. Note how the writer took an arguably vague topic, “poor attitude,” and proved it with detailed specifics.
Essential elements: Similar to other warning correspondence, this memo may become the ammunition you will need if you ever need to fire the employee. It is important to show a paper trail of warnings and efforts to help the employee improve. This memo must contain:
1. An immediate statement of disapproval for a specific act. Give the date and time and details.
2. Details about all previous training, counseling, and mentoring experiences given to the employee to teach what is expected.
3. A statement of exactly what you expect the employee to do from now on.
4. The offer of another opportunity for further training, counseling, or mentoring.
5. Notification to the employee that this letter will be placed in his or her file.
6. Explanation of what will happen if the problem continues.
7. Instruction to the employee to sign on the space provided by a certain designated time to verify that he or she has read the letter.
Sample:
To: Jim Shipman, Customer Service Representative
From: Kathy Flanders, Customer Service Manager
Re: Written warning—work performance
Your behavior and attitude toward customers are completely unacceptable, as I witnessed yesterday. As you were assisting a customer at noontime, I walked into the showroom and heard you say, “I am sick of listening to you complain about our products. Did you ever think it doesn’t work because you didn’t read the manual?” When I asked the customer what had happened, she said she had asked several questions about the owner’s manual. She said you were impatient and rude. She said that you had talked loudly to her, almost to the point of shouting.
When I asked you what had happened, you told me, “I am tired of dealing with customers who are too lazy to read the manual.” This behavior and attitude are unacceptable. When you joined our company on November 1 st, you attended two weeks of customer service training. Our training program emphasizes the importance of working with our customers to meet their needs. Several of the exercises involved role-playing to show you how to work with customers under various conditions. Then, you worked beside Neil Villalos, Senior Customer Service Representative, to learn from him during your first two weeks in the department.
After all this training, you must realize that your primary job is to help customers. When you talk to customers, I expect you to listen carefully to their comments. I expect you to confirm what the customer says by using statements such as, “I believe you are asking ... ,” or “That is a good question. Let’s look in the manual for the answer.” When you have a problem communicating with a customer, I expect you to ask another Customer Service Representative to help you.
The Training Department is offering a new course on stress management beginning on the 15th of this month. If you would like to take the course, please see Pat Cooper to sign up for it. (I strongly suggest that you do.)
This is a written warning. It will be placed in your personnel file. You must meet or exceed the objectives outlined in the third paragraph. If you do not meet or exceed them, you will be subject to disciplinary action, up to and including termination. Please sign below and return this memo to my office before you leave work today.
I have received a copy of this memo:
Jim Shipman /Date
Notification of termination with regret
Background: When you have to fire someone, do it face-to-face in a private meeting. The letter is merely a confirmation. (The primary circumstance under which you might terminate someone via letter is for a distant employee in a branch or remote office.) The following letter is a sample of what you can say when the employee is fired because of various company circumstances, rather than poor performance, attendance, or attitude.
Essential elements: This letter is the official notification after you have discussed the news with your employee. Be sure to use official company letterhead and write a formal letter—not a memo, fax, or e-mail. It should contain all the details about the termination, benefits, and company assistance:
1. Begin with a note of regret.
2. Note that this letter confirms a previous conversation regarding termination.
3. Give the details about why the employee is being let go.
4. State the terms of termination, which include any severance pay, profit-sharing, retirement benefits, and medical coverage.
5. Explain what the company will do to help this person find new employment.
6. Include a thank-you note for good work and a wish of good luck in finding new employment.
Sample:
Dear Joe,
This is my least favorite letter to write. But here it is ...
As we discussed on Tuesday, the severe setbacks in our corporate earnings have put a hold on our acquisitions activities. As a result, your position of Business Development Manager has, unfortunately, been eliminated.
To confirm our conversation, your employment will end effective July 22. You will receive severance pay equal to four months’ salary. In lieu of profit-sharing for the year, you have agreed to accept a one-time payment of $6,000. Your retirement benefits will be retained by the company until we receive instructions from you. Your medical benefits coverage will continue until you find new coverage for up to a period of one year.
We will assist you in your search for a new job. I have provided a letter of recommendation (copy attached), and you may use me as a reference.
You can continue to use your office during your job search. And you will receive consulting assistance from Black & Change, a leading outplacement firm we have retained to help you and other employees during our current downsizing transition.
Thank you for all your many contributions to this company, and good luck in your job search.
Sincerely,
Notification of termination with just cause
Background: Sometimes an employee just cannot do the job he or she was hired to do. This situation requires a sometimes-lengthy process of verbal warnings, meetings, counseling, and warning letters. But eventually you may have to lower the ax. Firing someone should always be done in person; the letter is sent to confirm the termination and outline the details.
Essential elements: This letter is a confirmation of terms of termination already discussed. It’s important to get the terms down in writing so that there can be no misunderstanding. Be sure to use official company letterhead and write a formal letter, not a memo, fax, or e-mail. Include:
1. An opening that states clearly that the person is fired effective by a certain date.
2. State the reasons for the termination with mention of any previous warnings.
3. Impress upon the recipient that this is a logical course of action because you obviously need employees who can do the job they are hired to do.
4. Give the facts about any severance pay, noting when and how it will be paid.
Sample:
Dear Bob:
As we discussed in my office this morning, your employment with Current Sales has been terminated effective March 5. You received several verbal and written warnings about your excessive absenteeism, and each time you gave me assurances that you would shape up and correct the problem. Yet, last Friday, you once again were absent without prior approval or notification. I’m sorry, Bob, but that was your last chance. I’m sure you can understand why we need an employee who is on the job during scheduled hours.
You will, of course, receive the standard two weeks’ severance pay. I have already requisitioned a check for you, which will be mailed to your home within the next week.
Sincerely,
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