商务沟通10-13

Chapter 10Business MemosLEARNING OBJECTIVES▪know the definition of memos;▪identify the types of memos;▪explain the communicative purposes of memos;▪choose the appropriate format to write business memos;▪understand the language features of memos.▪Memorandum, also called memo or internal memo, is a kind of simple and efficient internal communication within a business organization.▪商务备忘录(memos) 是商业机构内部和企业内部用来联系工作、交流信息和处理一般公务常采用的一种文体。

▪备忘录——―memos‖是英文―memorandum‖的缩写形式。

备忘录一词源自拉丁语―memoro‖（提到，想起，涉及）和―gerundive memorandum‖（令人难忘）。

PRINCIPLES FOR LESSON PLANNINGbusiness memos商务备忘录memos of minutes synopsis会议纪要式备忘录memos of legal documents法律公文式备忘录PRINCIPLES FOR LESSON PLANNINGformal memos正式备忘录simplified memos简化备忘录Classification of Business Memoshard-copy memos打印备忘录electronic memos电子备忘录Informative Memos▪信息类备忘录通常用来传递或解释公司的政策方针和公告等。

▪作为决策性的文件(decision-making documents)，信息类备忘录的结构和语言必须清楚、简洁。

▪此外，还可以借助一些辅助手段，使所传递的信息更加准确、清晰。

Request MemosPersuasive Memos交际目的▪提供记录(offering records)。

备忘录用来记录公司制定或修改的规定、决议和政策，便于日后查询参考；▪传递信息(conveying information)。

备忘录还用来将记录的内容传递给相关人员或通报项目进展情况等；▪提出指示、请求和建议(giving direction, request and proposal)。

公司的管理者常以备忘录形式传递指令，或就某一计划项目提出建议。

Linguistic Features▪简洁性(conciseness)。

备忘录的功能和目的之一是为了方便交流，应避免使用冗长、修饰性的文字，做到直截了当、意义明确，便于阅读；▪准确性(correctness)。

备忘录必须以准确的语言表达正确、完整的主题；▪清晰性(clarity)。

备忘录应做到主题突出，层次分明，可读性强。

为了清晰地表达内容，有时需附有范例、说明、图示等；Linguistic Features▪礼貌性(courtesy)。

撰写备忘录应本着真诚体贴、有礼有节、不卑不亢的态度，以婉转、积极，得当等方法进行写作。

▪客观性(positive tone)。

备忘录是一种公务文件，撰写时应注意遣词造句的客观性，避免使用带有个人感情色彩、个人见解的词语，尽量采用中立、客观的语气。

Title 标题部分◆备忘录的标题仅为一个词―MEMO‖或―MEMORANDUM‖，或内部备忘录(Internal Memorandum)，办公室间备忘录(Interoffice Memorandum)，位于首页正中。

◆一般情况下，在印制好的备忘录专用纸张上，标题一般位于公司名称和徽标(logo)下方。

Heading 开头部分◆备忘录的开头与标题之间空两行，包括收件人(To)、发件人(From)、日期(Date)和事由(Subject)四部分。

◆格式布局一般采用纵向垂直和横向水平两种。

MEMORANDUMTO: Frank Connors, Security ManagerFROM: Jack Victors, Security SupervisorDATE: 15th March, 2007SUBJECT: Incident Report-Damage to Medical EquipmentMEMORANDUMTO: Frank Connors, DATE: 15th March, 2007Security ManagerFROM: Jack Victors, SUBJECT: Incident ReportSecurity Supervisor Damage to Medical EquipmentMEMORANDUM▪TO: (readers' names and job titles)▪FROM: (your name and job title)▪DATE:▪SUBJECT: (specifically what the memo is about)▪Make sure you address the reader by her or his correct name and job title. Courtesy titles are not necessary but make sure you spell everyone's names properly and don't use informal nicknames.▪Use a job title after your name, and hand write your initials by your name. This confirms that you take responsibility for the contents of the memo.Subject 事由▪事由必须简洁而涵义丰富，应概括主题思想，供读者快速识别其主要意图(intention)，判断应由哪个业务部门处理、与自己是否有关等。

▪事由通常使用缩略形式，不加冠词，没有必要是完整的句子，结尾不加句号；应是详细的、吸引人的、谈话式的(即含有一个动词形式)。

▪Subject: Three Promotional Items to Showcase at Our Next Trade Show(而不是Trade Show) ▪通常情况下，人们会采用描述型事由，来概括备忘录的主要内容。

然而，信息型事由更为详细、具体。

▪Descriptive▪Staff Training▪Board Meeting▪Informative▪Proposal for Staff Training▪Board Meeting to Discuss Dividend Increase▪撰写事由可以遵循以下建议：▪内容不宜过长，能简要表达其主旨即可；▪以5Ws（who, what, when, where and why）作为线索，谋划和撰写内容；▪如需要特殊强调，可用大写字母书写。

Body 正文部分备忘录的正文部分是其主体部分，即信息内容。

依据其主题内容，正文部分的篇幅可短至一两句，也可长达几页。

如果涉及两个主题，为避免使备忘录过长的话，可将其变成一个报告，并附带一份备忘录进行简要说明。

Notations 注释部分多数情况下，备忘录最后会附有与内容相关的各种表格、图表等注释，以证实所提供的信息真实、可靠，且言之有据。

同时，要提及所附加的附件，并在最后加上一句话以表明附件内容。

Attachment(s)/Enclosure: Several Complaints about Product, January, 2006▪如果备忘录由助理或秘书经手的，起草人和助理都应标注他们的姓名缩写。

前者以大写字母的形式出现，后者以小写字母的形式出现。

▪EIB: pjc▪IMK/pjc▪当备忘录要分发给其他人，或其副本(copy notation)要发送给多名商业伙伴或其他有关当事人，并列举这些收件人的姓名。

▪Distribution: Jeffrey Jones▪C/ CC: Jeffrey JonesGuidelines for the Format▪Memos have one-inch margins around the page and are on plain paper.▪All lines of the memo begin at the left margin.▪The text begins two spaces after the subject line.▪The body of the memo is single-spaced, with two spaces between paragraphs.▪Second-page headings are used, as in business letters.▪The second page includes who the Memo is to, the page number, and the date.▪The sender usually signs the Memo using initials, first name, or complete name.▪除非公司另有具体要求，商务备忘录格式的基本要求并无太多变化；▪开头部分中―to‖, ―from‖, ―date‖和―subject‖可全部大写，也可以只大写首个字母。

这一组词用作标题时，可用冒号，也可不用标点。

▪备忘录所有的内容通常左对齐(the left margin)。

▪正文部分，在事由或主题行后两倍行距开始。

▪如备忘录不止一页时，应在第二页左上角标注收件人，日期和页码。

Jeffrey JonesFeb. 26, 2002page 2……▪字号、下划线、黑体以及斜体的使用和调整，可以使开头部分和重要信息更加醒目；▪列举数字序号，可使读者更容易浏览信息。

但需要注意的是，列举要符合语法规范；▪发件人签署备忘录通常使用姓名缩写，或名字，或完整的姓名；▪需要时，将打字员姓名的首字母写在正文结束空两行的位置；▪需要时，将附件写在打字员姓名的首字母下面空两行的位置。

▪See page 121 sample 10-2Process for Organizing Memos▪See page 122 table 10-1Direct Order▪Use the direct order in a memo that contains good news for the receiver or that makes a routine request.▪Present the main idea first, followed by supporting information.Indirect Order▪Use the indirect order in memos that contain bad news or that try to persuade the receiver.▪Give the reasons for the bad news before presenting the main idea. In persuasive situations, receivers are more apt to do what you want if they understand the reasons in advance. Opening Segment▪Begin writing your business memo by stating the problem--that is, what led to the need for the memo. Perhaps a shipment has not arrived, a scheduled meeting has been canceled, or a new employee is starting tomorrow.▪After stating the problem, indicate the purpose clearly: Are you announcing a meeting, welcoming a new employee, or asking for input on adopting a new policy about lunch hour length?Discussion Segment▪As you write the business memo, in the discussion segment, give details about the problem, Don't ramble on incessantly, but do give enough information for decision makers to resolve the problem.▪Describe the task or assignment with details that support your opening paragraph (problem). Closing Segment▪After the reader has absorbed all of your information, close with a courteous ending that stateswhat action you want your reader to take. Should they hand email their reports rather than hand in hard copies? Attend a meeting?▪Except for memos that are essentially informal reports or instructional documents, write a business memo no more than one page long. In a memo, less is more.Summary Segment▪If your business memo is longer than a page, you may want to include a separate summary segment.▪This part provides a brief statement of the recommendations you have reached. These will help your reader understand the key points of the memo immediately.▪Suppose that you (Tony Party) are a supervisor of a big company. The chief of operation (David Green) wants to adopt the ―punch-in‖(上班打卡) system to increase productivity. You write a memo which covers the following issues:▪You agree with David in terms of increasing productivity in the company;▪You express doubt that ―punch-in‖ system can be effective;▪You would like to meet David to discuss other means of incentives(激励).Memo▪To: David Green, Chief of Operations▪From: Tony Party, Supervisor▪Subject: Comments on the ―Punch-in‖ system▪Date: March 22, 2009▪This is further to your memo dated March 20, 2009, in which you proposed that employees adopt the ―punch-in‖ system.▪I fully agree with you that we must increase productivity. As far as your proposal that if the ―punch-in‖ system is adopted, we would have a tighter control over the employees is concerned, however, I don‘t think so. I personally think that, to accomplish this, we should give the employees more incentives to work faster. I feel that if we (the supervisors) could meet with you, we could discuss different possibilities to create such incentive.▪Your consideration of this suggestion would be appreciated.▪T. P.▪Thank you!•Memorandum, also called memo or internal memo, is a kind of simple and efficient internal communication within a business organization.MEMORANDUM•TO: (readers' names and job titles)•FROM: (your name and job title)•DATE:•SUBJECT: (specifically what the memo is about)Process for Organizing MemosChapter 11BUSINESS MINUTESACTIVITY: REFLECTIONLEARNING OBJECTIVES•identify the types of minutes;•explain the communicative purposes of minutes;•understand the language features of minutes;•use note-taking as a tool for meetings.•会议记录是会议内容的正式书面记录，对于任何一个公司或机构来说都是至关重要的。