Avoid the Abuse of Memo Use

(Adapted from Managing the Staff of the Local Church by David R. Pollock (Alston-Kline, 2003), p. 90-91.)

The ideal communicator prefers to communicate face-to-face whenever possible. But sometimes this scenario isn't possible or practical. You may have a very large group to communicate with; the matter might be of sensitive nature; you may need the information to be documented so it can be easily retrieved in the future. In these circumstances, posting a memo is a necessary alternative to more personal forms of communication.

Tech-savvy nonprofits may rely on internal e-memos as a primary means of speedy, convenient communication. But even under the best of circumstances, with the best of intentions, memos are one-way communication, and so run the risk of being misunderstood.

Before writing a memo, think carefully about the reactions it may cause. Consider your own reason for writing, rather than relaying in person, the information contained in the memo:

• Are you angry about the issue you intend to address in the memo? Issuing a memo in a fit of anger or frustration can lead to more anger, retaliation and bitterness from your staff. Prepare your attitude to handle the issue properly before sending emotionally charged content.
  
• Are you using the memo as a defense mechanism, or as a means of avoiding conflict with an individual or group? Hiding behind impersonal e-mail memos encourages staff members to question your managerial abilities, which in turn can cause distrust and disrespect in your staff.

Form your memo messages within the proper contexts; including pertinent background information in the memo will lessen the possibility of misunderstandings, and eliminate the need for clarification later. For example, rather than posting a memo flatly stating that coffee and tea will no longer be provided gratis by the organization—a decision sure to rile a large percentage of your staff!—you might say:

"In an effort to practice good stewardship, and to use our resources to support our mission and purpose whenever possible, coffee and tea will no longer be provided for the staff use. Instead, the exorbitant funds previously budgeted for these beverages will be routed into our high-risk youth intervention program. Hot water and coffee filters will be available for those of you who choose to bring your own coffee or tea from home."

The best advice when writing memos is to send mission-oriented communication. Ask yourself, "How will this memo help staff members to understand or carry out their appointed tasks? How will the memo improve staff morale? How will it decrease problems we're having in a certain area?" Save impersonal communications for impersonal matters, and take time to look more personal situations in the face.