1. 1. Use current date
   2. Address memo to all employees
   3. Use your name with an appropriate title
   4. Create a subject line that represents what is in your memo
   5. Write text that reflects the information in the exercise
   6. Include you-attitude, reader benefit, and positive emphasis strategies
   7. Provide examples to help illustrate your message
   8. Wrap it up with a goodwill closing.
2. Be specific by using proper nouns--names of people, places, and things. Add in details that help the message and make sense in context of the business case you chose.
3. Use a graphic if it will help persuade the employees.
4. Write a complete memo with three or more paragraphs following the 5C's

13 Urging Employees to Handle Routine Calls Courteously (LO 12-1 to LO 12-8) You are manager of the local power company. A recent survey had questions about recipients' attitudes toward the company. On the 7-point "friendly ... unfriendly" scale, you came out at 2.1-with "1" being the lowest score possible. The only contact most people have with the power company comes through monthly bills, ads, and phone calls. Many of these calls are about routine matters: whether people can delay payment, how to handle payment when they're away for extended periods of time, how to tell if there's a gas leak, how the budget payment system works. Workers answer these questions over and over and over. But the caller asks because he or she needs to know. To the worker, the caller is just one more faceless voice; to the caller, the worker is the company. Write a memo to your staff urging them to be patient and friendly when they answer questions. Hints: - In your town, does the power company have a monopoly, or do gas and electricity compete for customers? How might competition affect your message? - What specifically do you want your staff to do? How could they achieve your general goals? - How can the job be made more interesting for workers? 13 Urging Employees to Handle Routine Calls Courteously (LO 12-1 to LO 12-8) You are manager of the local power company. A recent survey had questions about recipients' attitudes toward the company. On the 7-point "friendly ... unfriendly" scale, you came out at 2.1-with "1" being the lowest score possible. The only contact most people have with the power company comes through monthly bills, ads, and phone calls. Many of these calls are about routine matters: whether people can delay payment, how to handle payment when they're away for extended periods of time, how to tell if there's a gas leak, how the budget payment system works. Workers answer these questions over and over and over. But the caller asks because he or she needs to know. To the worker, the caller is just one more faceless voice; to the caller, the worker is the company. Write a memo to your staff urging them to be patient and friendly when they answer questions. Hints: - In your town, does the power company have a monopoly, or do gas and electricity compete for customers? How might competition affect your message? - What specifically do you want your staff to do? How could they achieve your general goals? - How can the job be made more interesting for workers