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Written Communication The Communication Process and Written Communication itten communication differs from oral communication in that : It is more likely to involve creative effort It has longer cycles It usually has fewer cycles

Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

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Page 1: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Written Communication

The Communication Process and Written Communication

Written communication differs from oral communication in that :

It is more likely to involve creative effort

It has longer cycles

It usually has fewer cycles

Page 2: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Plan-Write –Revise Approach

Plan your writing

Need for Planning-Planning answer us the following questions:

What do we want to accomplish?

How can it best be accomplish?

We prepare both routine and non routine messages

Routine Message

Daily activities; accepting an invitation; commending an employee, responding to a customer’s request; requesting for additional information

Non-routine Message

Employee performance appraisal, a grievance response, a proposal for a new product, and a progress report

Page 3: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Routine message are easier to write than non-routine message .

Non-routine message are not written in response to ordinary daily activities.

Routine Message Non-routine Message

Writers who have developed good writing habits can complete routine messages in one draft

No one should expect to write non-routine messages quickly or in one draft.

If the message is non-routine or difficult, w should make complete notes during the planning stage, followed outline.

If the message is routine or simple , we may not need to put our planning steps in writing at all; with experience we may be able to plan the entire message mentally

Steps in Planning

• To read the correspondence carefully

• Annotate by underlining or highlighting key points

• If necessary , we can make notes or develop an outline on a separate sheet• Obtain previous correspondence or other necessary information before begin to write

Page 4: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Write Why am I writing?

How shall I present my message?

What background information do I need?Where shall I tell my reader the unpleasant news?

Who needs to have this information?

We should also check the arrangement of the information within the message to be sure that the information appears in the order of its importance or in the order in which you want the reader to receive the information.

Revise Revision means being objective about our writing and analyzing the message in order to strengthen it . It means being critical, even when we think we have written masterpiece

Page 5: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

45%

25%

10%

15%

5%

Revising

Proofreading

Worrying

Planning Draft

Writing Draft

Writing process time

Page 6: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Principles of effective writing

Effective writing use the five C’s of writing Clear Concise Complete

Correct

Courteous

Is the Message Clear

Have we clarified in our own mind what we want to say before we begin to write?

Will our reader understand what we are trying to communicate?

Unclear I can recommended him as an employee without qualification

Clear I can recommend him as a highly qualified employee

Page 7: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Is the Message Concise

Eliminate irrelevant and unnecessary words. Business writing should convey messages as efficiently as possible. The message should be brief, as long as clarity and courtesy are not sacrificed in the process.

Have I used only the essential words ?Have I included the information necessary

for my reader understanding?Have you as yet had an opportunity to

make a decision regarding the job offer we spoke about by phone several weeks ago

Wordy

Concise Have you decided to accept our job offer?

Page 8: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Is the Message Complete?

Complete writing involves thinking about your reader and the reader’s purpose. We must also consider how much information the reader require to have his or her questions answered or to understand the intended message.

Incomplete We plan to meet on Tuesday at 8 in the conference room.

Complete

We will meet at 8 a.m. Tuesday. April 16 in the conference room in Sonargaon Hotel

Page 9: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Is the message Correct?

Is the information factual? Is the message grammatically correct? To ensure that the message is correct, pay attention to details. Learn and practice proofreading techniques. Check for typical errors, including errors about time, place, and people. Refer to any previous correspondence and verify information.Incorrect You will not be effected by his change.

Correct You will not be affected by this change.

Page 10: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Is the message courteous?

Letters convey the company’s image as well as the writer’s to people outside the organization. Letter must convey the same tone of courtesy and respect that would be expressed in face-to-face communication.

Discourteous I do not believe you have made an attempt to pay your bill. If you have a good reason, you certainly have not communicated it to us.

Courteous You undoubtedly have a good reason for being unable to meet your obligation. If you wish to arrange a payment schedule, please phone me . If not, may we expect your check for the balance by July 31st.

Page 11: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Suggestions for selecting word

Selecting the right words depends on :

• Our ability to use

language

• Our knowledge of the

reader

• Our good judgment

Page 12: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

“Simplicity in writing .” Reason-

First: Many of us tend to write at too difficult a level. Instead of being ourselves we change our character when we write. Rather than being friendly, normal people, we become cold and stiff. We work to use big words and complex structure.

Second : The writer usually knows the subject of the message better than the reader. Thus, the two are not equally equipped to communicate on that matter. If the writer does not work at reducing the message to the reader’s level, communication will be difficult.

Third: According to the readability research writing slightly below the reader’s level of understanding communicates best.

Page 13: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Use Familiar WordsEvery day word- use in every day conversation

The words with sharp and clear meaning .We should avoid the stiff, more difficult word that do not communicate so precisely or quickly.

Difficult word are not all bad. Use them when they fit our needs and are understood.

Unfamiliar words

Endeavor

Terminate The conclusion ascertained from a perusal of pertinent data is that a lucrative market exists for the product

Familiar Words

Try

End The data studied show that the products in good demand

Page 14: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Choose Short Words

Generally short words communicate better than long words.A heavy use of long words- even long words that are understood- leaves an impression of difficulty that hinders communication.

All short words are not easy and not all long words are hard.

Example :

Gybe - short word but unknown

Hippopotamus , automobile, bicycle, etc.- long word but known

Long WordsThey acceded to the proposition to terminate business.

Definitive action was effected subsequent to the reporting date.

Short Words

They agreed to quit business.

Final action was taken after the reporting date.

Page 15: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Use technical words and Acronyms with Caution

Avoid

Covered employment

Cerebral vascular accident

Use

Employment covered by social security

Little stroke

Initials ( including acronyms) should be used with caution. Some initials such as IBM, are widely recognized, others, such as XML (extensible markup language), are not.BCS – Bangladesh Computer

Society

BCS – Bangladesh Civil Service

Page 16: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Use Active VoicePrefer the active voice to the passive voice.

In active voice, the subject does the action. In passive

voice, it receives the action.

Active voice is stronger and shorter.

Writing is more interesting and communicates better

when it uses active voice.

Passive

The result were reported in our July 9 letter.

The policy has been supported by our union.

The office will be inspected by Mr. Hall

Active

We reported the result in our July 9 letter.

Our union supported this policy.

Mr. Hall inspect the office.

Page 17: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Sometimes passive voice is preferable.

Passive is better when the doer of the action is not important. Passive voice properly de-emphasizes the doer.

Example: Advertising is often criticized for its effect on price.

Petroleum is refined in Texas.

Passive voice may enable us to avoid accusing our reader of an action.

Example;:

The damaged was caused by exposing the

material to sunlight.

The color desired was not specified in your

order.

Page 18: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Passive voice also may be preferable when the performer is unknown.

Example :

During the past year, the equipment has been sabotaged seven times.

Anonymous complaints have been received.

Passive voice is also better when the write prefers not to name the performer.

Example:

The interviews were conducted on weekdays between noon and 6pm

Two complaints have been made about you.

Page 19: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Use Slang and Popular Clichés with Caution• At any given time in any society some slang

words and clichés are in vogue.

• They may convey a desired effect in a communication. But they are be likely to be meaningful only for the moment.

• We should use such expressions sparingly and always only in informal communication with people who know and appreciate them.

Page 20: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Select Word with Right Strength and Vigor

In a way, word are like people ; they have

personalities. Some word strong and vigorous.

Some are weak and dull. And some fall between

extremes.

Good writer know these differences, and they

use them carefully. They use the words that do

the best job of carrying the intended meaning .

As a rule they make the stronger word stand

out .

Page 21: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Selecting words with just the right personalities requires :

• Learn language well – that we learn to distinguish shades of difference in the meanings of words.

Example:

Tycoon > Eminently successful business person Bear market > Generally declining market Boom > A period business of prosperity

Mother > Female Parent

Page 22: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

• We will not always want the stronger

and most vigorous words. Sometimes ,

for good reason, we will choose weaker

ones.

Example :

“Bill” (Strong but has harsh meaning in

some minds) we may prefer

“statement”

The same goes for : debt and obligation,

die and passed on, labor boss and union

official , fired and dismissed.

Page 23: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

• We should keep in mind that “verb” is

the stronger part of speech. Second is

the “noun”. Verb are action words, and

action carries interest. Noun are the

doers of action – the heroes of the

sentence. Thus, they also attract

attention.

• “Adjectives” and “adverb” are weak

words. They add length and distract

from the key words, the nouns and the

verbs. So, we should use them

sparingly.

Page 24: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Use Concrete Language

Good business communication is marked by

words that from sharp and clear meanings

in the mind. These are the concrete words.

Concrete is opposite of abstract. Abstract

words are vague. In contrast , concrete

words stand for things the reader can see,

feel, taste, or smell. Concrete word hold

interest, for they refer to the reader’s

experience.

Page 25: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Concreteness also involves how we put

words together. Exact and specific wordings

are concrete.; general and vague wordings

are abstract.

Example :

Abstract Concrete

A significant loss A 53% loss

Good attendance record 100 %

attendance record

In the near future By noon

Thursday

Light in weight A feather light.

Page 26: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Avoid Overuse of Camouflaged Verbs

Avoid camouflaged verbs. We camouflaged

a verb by changing it to a noun form and

then adding action words.

Avoid camouflaged verbs by

(1) writing concretely

(2) Preferring active voice

(3) make subject persons or things

(4) Write sentences in normal order.

Page 27: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Camouflaged verb

An arrangement was made to meet for break fast .

Amortization of the account was effected by the staff.

Application of the mixture was accomplished.

We must bring about a reconciliation of our differences.

Clear verb form

We arranged to meet for breakfast.

The staff amortized the account.

They applied the mixture.

We must reconcile our differences.

Page 28: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Select Word for Precise Meanings

Writing requires a knowledge of

language .

We study language and learn the shades

of difference in the meanings of similar

words.

Example :

Weary, tired ,pooped, fagged out ,

exhausted

All refer same things. Yet in most minds

there are differences in the meaning of

these words.

For formal message – weary would be

more acceptable than pooped, fagged out.

Page 29: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Money, funds, cash, dough, bread,

finance.

Boy , youth, young man, lad, shaver,

stripling

We should learn the specific meaning of

other words. Knowledge of language also

enable us to use words that carry the

meaning we want to communicate.

Example:

“Fewer” – smaller number of items

“less” - reduce value

Page 30: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Use correct idiom. Idiom is the way ideas are expressed in a language.

Example :

Faulty Idiom Correct Idiom

Careful about Careful withComply to Comply withDifferent than Different fromEqually as bad Equally badIn search for In search of Listen at Listen to

Page 31: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

SUGGESTION FOR NONDISCRIMINATORY WRITING

Use gender-Neutral Word

• Avoid Using Masculine Pronouns for Both Sexes

We can avoid the use of masculine pronouns in such cases in three ways:

First: We can reword the sentence to eliminate the offended word.

Second : By making the reference plural.

Third: Use he or she, he/she, s/he, you, one and person ( we should use such expression caution.)

Page 32: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Example :

Avoid: If a customer pays promptly, he is placed on our preferred list.

First : A customer who pays promptly is placed on our preferred list.

Second: If customers pay promptly, they are placed on our preferred list.

Third: If customer pays promptly, he or she are placed on our preferred list.

Page 33: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

• Avoid Words Derived from Masculine Words

Our culture was male dominated when our language developed. Because of this, many of our words are masculine even though they do not refer exclusively to men.

Example:Avoid

Chairman

Salesman

Manpower

Businessman [

Fireman

Cameraman

Gender-Neutral

Chairperson, chair, presiding officer, moderator Sales person, salesclerk, sales representative

Personnel, workers

Business executive, businessperson

Fire fighter

Camera operator

Page 34: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

• Avoid Word That Lower Status By Gender

ExampleAvoid

Lady lawyer

Authoress

Sculptress

Poetess

Gender-neutral

Lawyer

Author

Sculptress

Poet

Page 35: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Avoid Words That Stereotype by Race, Nationality, etc

Word that stereotype all members of a group

by race, nationality or sexual orientation are

especially unfair and frequently they reinforce

stereotypical beliefs about this group.

It is unfair :

“Jews are miserly”

“Italians are Mafia members”

“ Hispanic are lazy”

“African Americans can do only

menial job.”

“Gays are perfectionist.”

Page 36: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Avoid Word That Stereotype by Age

Be sensitive with term:-

Senior citizens, mature, elderly, golden ager, etc.

Avoid :- Teenagers, adolescents

Use :- young person, young man, young woman.

Some slang term show lack of sensitivity:

Brat, retard, dummy, juvenile delinquent, truant, runaway

Page 37: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Avoid Words That Typecast Those with Disabilities

People with disability are likely to be discretionary words.

Avoid use

Deaf and Dumb Deaf

Fits Epilepsy

Page 38: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

CONSTRUCTION OF CLEAR SENTENCES AND PARAGRAPH

• Emphasis on Short Sentences

• Short sentences communicate better

because of mind limitation.

• Short means about 16-18 words for middle

level reader

• The excessive use of short sentences is

also bad.

Short sentence are achieved in two ways:

1) By limiting sentence content.2) By using words economically.

Page 39: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Economizing on Word s:

Economizing on words generally means seeking shorter way of saying things.

Some suggestion:

Avoid cluttering phrases. Substitute shorter expressions.

Avoid : In the event that payment is not made by January, operation will cease.

Short : If payment is not made by January, operation

will cease.

Page 40: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Cluttering Phrase Shorter Substitution

Along the lines of like

At the present time now

For the purpose of for

In accordance with. by

Page 41: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Eliminate Surplus Word

Contain surplus word

There are four rules that should be observed.

The machine that are damaged by the fire were repaired.

I am prepared to report to the effect that sales increased.

Eliminate surplus word

Four rules should be observed.

The machine damaged by the fire were repaired.

I am prepared to report that sales increased.

Page 42: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Roundabout Constructions

Roundabout

The president is of the opinion that the tax was paid.

It is essential that the income be used to retire the debt.

He criticized everyone he come to contract with.

Direct

The president believes the tax was paid

The income must be used to retire the debt.

He criticized everyone he met.

Page 43: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Unnecessary Repetition of Words or Ideas:

Needless Repetition

Please endorse your name on the back of this check.

We must assemble together at 10:30 am in the morning

Our new model is longer in length than old one

Repetition Eliminated

Please endorse this check.

We assemble at 10:30 am

Our new model is longer than the old one.

Page 44: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Determining Emphasis in Sentences Design

• We should give every items its due emphasis.

• Short sentence emphasize contents.

• Determining emphasize is a matter of good judgment.

• Giving the Sentence Unity

• All parts of a sentence should concern one thought.

Page 45: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

There are the three cause of unity error:

1) Placing unrelated ideas in a sentence violates unity

We can avoid this error by:

i) putting unrelated ideas in separate

sentences,

ii) subordinating an idea,

iii) adding words that show relationship

2) Excessive detail is another cause of lack of

unity,

put it in a separate sentence. This means

using short sentences.

Page 46: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

3) Illogical Constructions can rob a sentence of unity.

Illogical Construction

Job rotation is when you train people by moving them from job to job.

My education was completed in 2004, and then I began work as a manager for Home Deport.

Improved

Job rotation is a training method in which people are moved from job to job.

I completed my education in 2004 and then began work as a manager for Home Deport.

Page 47: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Arranging Sentences for Clarity

• Clear writing requires that we follow the establish rules of grammar

• This rules are based on custom and logical relationships.

Page 48: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Care in Paragraph Design

Giving the Paragraph Unity

The content of a paragraph should concern one topic or

idea(unity).

But unity can vary in breadth. Paragraph unity concerns a

narrow topic.

Page 49: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Keeping Paragraph Short

Generally, paragraph should be short.

Short paragraph show organization better than long ones.

People simple prefer to read writing with frequent paragraph

breaks. It is more inviting, and it appears less difficult.

Readability research has suggested an average length of eight

lines for longer papers such as reports. But length can, and

should vary with need.

Page 50: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Making Good Use of Topic Sentences

The topic sentence express the main idea of a paragraph, and

the remaining sentences build around and support it. In a

sense, topic sentence serves as a headline for the paragraph,

and all the other sentence supply the story.

But not every paragraph must have a topic sentence.

Page 51: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Leaving out Unnecessary Detail

The chances are that we have more information than a reader needs. Thus, a part of our communication task is to select what we need and discard what we do not need. But deciding what to include is a matter of judgment.

Giving the Paragraphs Movement

Each paragraph should move an additional step toward the goal.

Page 52: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Types of Writing

Effective Writing Skills

E-mails Letters Memos Agendas Reports Promotional Material Academic Documents Research (scientific) manuscripts White Papers

Page 53: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Characteristics Of Business Letter

Purposes of Letters

Inform Instruct Request Inquire Remit Order Advise Correct Question

Page 54: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Underlying Objectives of letter

Get and hold attentionCatching and keeping the attention of your reader are essential to getting action. A letter must begin in a way that appeals to the reader. The very first sentence must get and hold attention, capture interest, and make the reader want to continue reading.

State the case clearly and conciselyMost businesspeople are busy and have little time to waste trying to decipher the meaning of a letter. Nor do they have time to wade through lengthy paragraphs to extract desired information. When you state your message clearly and concisely; you are more likely to achieve the desired results.

Establish confidence and get action

Most people respond positively when they have confidence in the people with whom they are dealing.

Page 55: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

FUNCTION OF A FIRST PARAGRAPH

Get favorable attentionIndicate what the letter is aboutSet a friendly, courteous toneRefer to previous correspondence, if

appropriate

FUNCTIONS OF MIDDLE PARAGRAPH

Provide Background InformationProvide Supporting Information

FUNCTIONS OF LAST PARAGRAPH

Request ActionConclude the MessagePresent a Positive Company Image

Page 56: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

E-Mails E-mail is fast, convenient and easy Email is now the dominant method of

communicating in business. Convenient for communicating with people

in different places and different time zones Easier to communicate with people who

understand written form but don’t speak it well

Excellent mechanism for follow-up or action items after a meeting

Messages can be saved and retrieved easily

Effective Writing Skills

Page 57: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

E-Mails (Challenges)

Effective Writing Skills

USE WITH CARE….

Email is not always confidential -- emails

can sometime be obtained from central

network even if deleted from personal

computers

Page 58: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Watch Out!

Effective Writing Skills

Page 59: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

E-Mails (Challenges)

Email is often sent out without re-reading, proof-reading and other standards applied to written communications. We press the send button too soon!

Emails can be forwarded and sent to others without our approval or knowledge

Effective Writing Skills

Page 60: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

E-Mails Many users do not realize the potential

outcome of what is being sent through e-mails

Business e-mails should be concise and to the point

The language used in business e-mails should not be overly informal

Effective Writing Skills

Page 61: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

E-Mail Manners

Always include a subject or e-mail title Avoid the “ready, aim, fire” approach Avoid “flaming” Don’t be too-casual Consider if e-mail is the appropriate tool Make one point per e-mail Make the font user-friendly Don’t use all capital or lower-case letters

Effective Writing Skills

Page 62: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Memos

Page 63: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

What is Memo?

A memo is a document typically used for communication within a company.

Memos can be as formal as a business letter and used to present a report.

However, the heading and overall tone make a memo different from a business letter.

Because we generally send memos to co-workers and colleagues, we do not have to include a formal salutation or closing remark.

Page 64: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Purpose of a Memo

Usually we write memos to inform readers of specific information. Managers use memos to inform and motivate employees.

We might also write a memo to- persuade others to take action, or give feedback on an issue, or react to a situation.

However, most memos communicate basic information, such as meeting times or due dates.

Before writing a memo, outline what your purpose is for doing so, and decide if the memo is the best communication channel.

Page 65: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Types of Memos

Each memo is written for a specific purpose to a specific audience. The purpose and audience for our memo will help guide what type of memo you will write. There are three basic reasons to write a memo:

1. to persuade action

2. to issue a directive

3. or to provide a report.

Page 66: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

The Memo Format

TO: Receiver(s), Title

FROM: Your Name, Title

DATE: Month Day, Year

SUBJECT: BE SPECIFIC

No Dear Sir, and so on

No Yours Sincerely, and so on

Page 67: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Heading

A memo's heading provides information about who will

receive the memo, who is sending the memo, the date,

and the memo's subject. This information may be bolded

or highlighted in some way.

Additionally, you might also initial your name in the

"FROM" line to indicate that you gave the memo a final

approval.

Sometimes organizations specify how to fill out the

headings. If you are unsure, it may be a good idea to

include your job title and your reader's. The memo will

then be informative to someone new to the situation, or

someone who received the memo after it was passed on

from the original reader.

Format and Design

Page 68: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Message

Memos are reproduced and exchanged rather freely,

and it is common for a reader to receive a memo that is

only marginally relevant to him or her.

Opening Segment

This is why it is important that the first sentence of the

memo should answer that question with a purpose

statement. The best purpose statements are concise

and direct.

Page 69: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

The gist of a memo should occur in the opening sentences/ paragraphs. It's a good idea to include:

1. The context

The context is the event, circumstance, or background of the problem you are solving or the directive you are giving.

Include only what your reader needs and be sure it is clear.

Consider the following questions:

Is your memo a result of a situation?For instance, "As a result of yesterday's meeting..."

Is your memo a reminder? For example, "The Proposal is due July 2."

2. The task

A statement that describes what you are doing to deal with a situation.

Page 70: Written Communication The Communication Process and Written Communication Written communication differs from oral communication in that : It is more likely

Discussion Segment

The discussion segments are the parts in which you get to include all the juicy details that support your ideas. Keep two things in mind:

1. Begin with the information that is most important. This may mean that we will start with key findings or recommendations.

2. Start with our most general information and move to our specific or supporting facts.

3. For easy reading, put important points or details into lists rather than paragraphs when possible.

4. Be careful to make lists parallel in grammatical form.

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Closing Segment

We're almost done. After the reader has read our information, we want to close with a courteous ending stating what action we want our reader to take.

Make sure we consider how the reader will benefit from the desired actions and how we can make those actions easier.

For example, you might say, "I will be glad to discuss this recommendation with you and follow through on any decisions you make."

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Tone of A Memo

Since we typically send memos to those working within our company, we can use a more informal tone than we would if we were writing a business letter.

For example, we might refer to our colleagues by their first names or use humor. However, always keep in mind that you still need to be professional. Ask ourselves how the company's president would react to our memo. If we would be embarrassed to have the president read our memo, consider changing or eliminating information.

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Length of a Memo

Memos are generally short, concise documents. However, we may have to write longer memos, depending on our topic.

For example, a memo might present the new guidelines for a specific office task.

Obviously, if we have over forty guidelines, the memo will be more than a page. Some memos might even introduce a short report. In this case, we might include the report in the memo, or the memo might be a separate document, introducing the report.

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Format Guidelines

Regardless of the style, memos generally have similar format characteristics, unless otherwise specified by the company. Listed below are some basic guidelines that can help us create a memo:

• 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

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Directive Memo

A directive memo states a policy or procedure we want the reader or co-worker to follow. The length of the memo depends on how much space is required to properly explain the procedure.

The body of the memo should begin with a clear, concise sentence that states the purpose of the memo.

For example:

"The purpose of this memo is to let all members of the ABC department know that doughnuts will be provided every Friday morning at 8 a.m."We then provide statements that explain the rationale for such a decision or procedure.

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TO: Design Team #362

FROM: W.B. Working

DATE: May 9, 2011

SUBJECT: Project Schedule

MEMORANDUM

As a result of yesterday's meeting, I suggest we follow the project schedule listed below. Remember, we must submit a Proposal by noon on July 2.

Schedule

Task Completion Date

Divide research into groupsand compile information

June 6

Review designs from Kate and Bill.

June11

Write Proposal June 23

Review Proposal June 26

Submit Proposal for printing June 27

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Persuasive Memorandum TO: Barbara Smith, Publication Manager FROM: Hannah Kaufman, Vice President HK DATE: October 14, 2010 SUBJECT: Need for New Memo Format

I’ve noticed that we don’t seem to be able to communicate important changes, requirements and progress reports throughout the company as effectively as we should. I propose developing one consistent memo format, recognizable by all staff as the official means of communicating company directives.

While I know this seems like a simple solution, I believe it will cut down on needless e-mail, improve universal communication and allow the staff to save necessary information for later referral.

Please talk among yourselves to determine the proper points of memo writing and return the input to me by 12 noon. I will then send out a notice to the entire staff regarding the new memo format.

Thank you for your prompt attention to this.

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Response Memo

The purpose of this memo is to provide the audience with desired information. It usually has four parts:

purpose statementsummarydiscussionaction

Begin this memo with a short paragraph stating the purpose, which is always to respond to a request for information. Next, summarize the information requested.Third, in a discussion section, point out to the reader any important information that you feel should be highlighted or stressed.Finally, in the action section, state any additional action you are going to take or feel should be taken to properly address the original request for information.

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Field Report Memo

Memos are often used to report on inspection and procedures. These memos, known as field or lab reports, include the problem, methods, results, and conclusions, but spend less time on the methods section.

A field or lab report memo has the following structure:purpose of memosummaryproblem leading to the decision to perform the proceduremethodsresultsconclusionsrecommendations

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TO: Dean of Journalism

FROM: Steve Nash

DATE: June 27, 1999

SUBJECT: Computer Lab

Purpose: This memo presents the findings of my visit to the computer lab at Clark C252.

Summary: In general, I felt that the lab needs much new equipment and renovation.

Problem:

The inspection was designed to determine if the present equipment was adequate to provide graduate students with the technology needed to perform the tasks expected of them by their professors and thesis research.

Methods: I ran a series of tasks on SPSS and WordPerfect and recorded memory capacity and processing time for each task.

Results: The inspection found that the hardware used to run the computers is outdated and that the computers itself are very slow.

Conclusions: This lab is inadequate for the everyday needs of graduate students in this department.

Recommendations:

Four new computers running on Windows98 and a processing speed of at least 233mhz should be purchased immediately.

MEMORANDUM

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REPORT WRITING

Defining report

A business report is an orderly and objectives communication of factual information that serves a business purpose.

Orderly communication – a report is prepared carefully. Care in preparation distinguishes report from casual exchange of information.

Objectives :- quality of a report is its unbiased approach. Report seek truth. They avoid human biases.

Communication :it covers all ways of transmitting meaning : speaking, writing, drawing and such.

Factual information: it is based on events, record, data, and the like.

A report must serve a business purpose.

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Reports

Define the main point Define the goals and objectives Collect the evidence needed to support

the main point Organize the report State the conclusions and

recommendations

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DETERMINING THE REPORT PURPOSE

The Preliminary Investigation

Getting our problem clearly in mind is largely a matter of gathering all the information needed to understand it and then applying our best logic to it.

Need for a Clear Statement of the Problem

We should express the problem clearly, preferably in writing.

The problem statement normally takes one of three forms:

1. Infinitive phrase: “ To determine the causes of decreasing

sales at

Store

X.”

2. Question: “What are the causes of decreasing sales at

Stores X?”

3. Declarative statement: “ Store X sales are decreasing,

and management wants to know why.”

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DETERMINING THE FACTORS

Use Of Subtopics In Information Report

For example :

Problem Statement : To review operation of company X from January 1 through March 31.

Subtopics: 1. Production2. Sales and promotion3. Financial status4. Computer systems5. Product development6. Human resources

Hypothesis For Problems Requiring Solution

Hypothesis (possible explanations of the problem) may be the factors in problems requiring solution.

Bases of Comparison in Evaluation Studies

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GATHERING THE INFORMATION NEEDED

The next step is to conduct the research needed. A personal investigation is usually appropriate.

INTERPRETING THE FINDINGS

Advice for avoiding human error

1.Report the fact as they are.

2.Do not think that conclusions are always

necessary.

3.Do not interpret a lack of evidence as proof to

the contrary.

4.Do not compare non comparable data.

5.Do not draw illogical cause-effect conclusions.

6.Beware of unreliable and unrepresentative

data.

7.Do not oversimplify

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Appropriate Attitude and Practices

1. Maintain a judicial attitude.

2. Consult with others.

3. Test the interpretations

Statistical Tools in Interpretation

• Statistics permit us to examine a set of

facts.

• Descriptive statistics should help the

most.

• Do not allow statistical calculations to

confuse the reader, they should help

interpret.

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ORGANIZING THE REPORT INFORMATION

The Nature and Extent of Outline

Introductory and Concluding Parts

Organization by Division

Division by Conventional Relationships

Combination and Multiple Division

Possibilities

Wording of the Outline

WRITING THE REPORTIn writing the report, communicate clearly and quickly.

Also give it these characteristics:ObjectivityTime consistencyTransition and Interest

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Requirement Objectively Good report writing is objective.Keep out all bias. Seek truth.

Objectivity As Basis For Believability

Objective writing is believable.

Objectivity And The Question Of Impersonal Versus Personal

Writing

Objective writing has meant writing impersonally ( no I’s, we’s, you’s).

Recently, some writers have argued that personal writing is more interesting than impersonal writing and just as objectives.

Good advice is to use personal style for routine reports and impersonal style for more formal reports.

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Consistency in time viewpoint

Keep a consistent time viewpoint throughout the report.

There are two time view point: past and present.Select one, and do not change.

The past-time viewpoint views the research and finding as past, and prevailing concepts and proven conclusions as present.

The present-time viewpoint present as current all information that can be assumed to be current at the time of writing.

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Need for Transition

A well-written report reads as one continuous story. The parts connect smoothly. Much of this smoothness is the result of good , logical organization

We should use transition to connect the parts of the report.Transition means a “bridging across.”

Transition should be used where there is a need to connect the parts of the report. For connecting large parts, transition sentences may be used.

Use topic sentences also helps improve thought flow.

Transitional words show relationships between lesser parts.

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Maintaining Interest

Report writing should be interesting. Interesting writing is necessary for good communication.

Interesting writing is the result of careful word choice, rhythm, concreteness- in fact, all the good writing techniques.

But effort to make writing interesting can be overdone. The writing style should never draw attention away from the information.

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An overview of report structure

Title Fly

Title Page

Letter of transmittal

Table of content

Executive Summary

The Report Proper1st step

Title Page

Letter of transmitt

al

Table of content

Executive

Summary

Title Page

Table of content

Combination transmittal/ Executive Summary

2nd step

Title Page Combination

transmittal/ Executive Summary

Title Page

3rd step

5th step

4th step

6th step

7th step

Letter ReportEmail

Report

The Report Proper

The Report Proper

The Report Proper

The Report Proper

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Characteristics of Shorter Reports

These are the everyday working report – those used for the routine information reporting that is vital to an organization’s communication. The shorter report forms are the most common in business. Their need for introduction and conclusion varies.

Little need for introductory information

Shorter report s have little need for introductory materials. Some shorter reports need introductory materials. Include as much introductory material as is necessary to prepare the reader for the report.

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Predominance of the direct order

The shorter reports usually begin directly with conclusion and recommendation .

Use the direct order when the conclusion or recommendation will serve as a basis for action.

Most short report are personal, direct, and without formal introductions. Although exceptions exist, they provide everyday working information to organizations that is essential to survival.

Use the indirect order when you need to take the reader through the analysis.

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The direct order gives the main message first.Then it covers introductory materials (if any), findings and analysis, conclusions and recommendations.

The indirect order has this sequence : introduction, facts and analysis, conclusions and recommendations.

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More personal writing style

Personal writing is common in the shorter reports.

The reasons are that the shorter reports usually :

1) involve personal relationships,2) concern a personal investigation,

and 3) are routine

Writing impersonally :

1 ) when your reader prefers it and 2) when the situations is formal.

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Less need for a structured coherence plan

For shorter report a structured plan is not needed.

By structured coherence plan we mean an arrangement of summarizing, forward looking, and backward looking parts that tie together the report presentation.

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FORMS OF SHORTER REPORT

The short report

Letter Report

Email Reports

Special Report Forms

Staff Report

Meeting Minutes

Progress Report

Audit Report

Proposal

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The Short Report

• The short report consists of title page and report

text.

• Usually it is in a direct order , beginning with a

summary.

• The introduction comes next, followed by the

findings and analyses, and finally conclusion.

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Letter Report

• Letter reports are reports in letter form.

• Usually they cover short problems.

• Typically they are written in personal style.

• They may be organized in the indirect order (beginning

with a brief introduction)

• They may be also be written in the direct order, in

which case a subject line gives introductory facts.

• Organizations of letter reports are much like those of

longer reports.

• The letter report ends on a goodwill note.

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The Stuff Report

One of the most widely used reports in business is the staff report. It follows a fixed organizational plan that leads to a conclusion.

One typical staff report has these parts:

1. Identifying information: as the company’s staff reports are written on intercompany communication stationery, the conventional identification information (To, From, Subject, Date) appears at the beginning.

2. Summary : For the busy executive who wants the facts fast, a summary begins the report. Some executive will read no further . Other will want to trace the report content in detail.

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3. Objectives ( or the problem) : as do all good problem-solving procedures, the report text logically begins with a clear description of the problem.

4. Facts : Next comes the information gathered in the attempt to solve the problem.

5. Discussion: Analysis of the facts and applications of the facts and analysis to problem follow.( frequently, the statement of facts and their discussion can be combined.)

6. Conclusion : From the preceding discussion of facts come the final meanings as they apply to the problem.

7. Recommendations: If the problem’s objectives allows fro it, a course of action may be recommendation on the basis of the conclusions.

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The Audit Report

It is a statement verifying an account’s inspection of a firm’s financial record s.

Short – and – long form audit reports are well known in business.

Composition of the long –form audit reports is as varied as the short form is rigid. In fact , a national accounting association, which made an exhaustive study on the subject, found practices to be so varied that it concluded that no typical form exists.

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PROPOSAL ORIGINATION

The purpose of a proposal is:-

1. To inform and

2. To persuade

Proposal may originate in two ways:

1. As responses to requests for proposals

2. As writer-initiated proposal

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1.As responses to requests for proposals:

A response to an request for proposal places the initiative for proposal origination on the person or organization requesting the proposal . The original idea or need or the proposal , as well as the format, is provided in the request.

2. As writer-initiated proposal: Initiating proposal calls for :-

i) The ability to identify problems, ii) Creativity in developing possible solutions to problems, and iii) The ability to present the problems and solutions in a logical format

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PROPOSAL DEVELOPMENT

Define Problem

State Objectives

Develop plan of work

Plan, outline, and design proposal

Draft proposal

First review and go-ahead

Revise, finalize draft

Management review and approval

Final artwork /Final typing

Proofread final proposal

Reproduction and delivery

Pre

pare

D

ocu

men

t

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PROPOSAL CONTENT

Preliminaries- A title page- An abstract- A table of contents

Introduction

Body

Appendices

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PROPOSAL PRESENTAION

• WRITTEN PRESENTATION

• ORAL PRESENTATION

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Effective Writing Skills

Discussion?