Written Communication Information and Analytical Documents
Overview
? ? ? ? ? ? ? ? ? Circulars Notices Fax Instructions Emails Letters Memos Short Reports Long Reports and Proposals
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? Definition ? Difference between circulars and letter ? Advantages ? Objectives ? Rules ? Types ? Sample
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A circular is a communication meant to convey information of a business firm to customers, public, employees , various departments and to business partners.
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Circulars v/s Letters
Circulars
A circular letter is one that carries
communication to a no. of addresses. They are to be read by large no. of people. Writer has a choice of using personal salutation. Example ± writer can write in 2 ways: Instead of: we are pleased to inform all our clients«.. Preferred: we are pleased to inform you«.
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Letters
A letter is one that is meant for only
one person. General letters are personal and private in nature. In writing a letter, the writer has no choice but to use the personal salutation. Example ± letter welcoming a visitor: Correct: Dear Mr. James Incorrect: Dear Visitors
Advantages
? Less expensive. ? Any number of letters can be posted in a day. ? To a certain extent the personal meet of sales of agents can be substituted, and the recipient, if interested, may call upon the firm or the sales agent , and so the agent need not wait to have an appointment.
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OBJECTIVES
Circulate information
Obtain publicity
Impress the readers and make their interest in product
Attain confidence of readers
Stimulate the sales
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Rules
1. 2. Be brief Create the impression of personal interest. (example) use Dear Mr. Das instead of Dear Customer. Purpose of writing should be explained with care. Understandable and congenial to everyone.
3.
4.
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Types
1.
Circulars announcing changes in business organization Change of company name Opening of new store Expansion of existing business Opening of new business Establishment of new branch Removal to new premises Reorganization Death of a colleague
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2. Circulars announcing changes in business partnerships Appointment of new partner Conversion of partnership to private company 3. Circulars announcing change of representatives Dismissal of firm s representative Appointment of new representative 4. Internal circulars to staff Announcement about new working hours Notice about new car park Information about store discount Security information to HODs Letter regarding holiday entitlement Reminder about health and safety policy
5. Circulars with reply forms Invitation to function Reply forms
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Sample circular 1
Designation can be filled later
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Sample circular 2.
For internal use Keep it simple and precise Use double spacing Remember 14 footnote
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Fax Messages
? ? ? ? ? Mainly used for sending Bills Dedicated Phone line Limited Memory Storage capacity Cannot preview the file before printing Substitute for Fax Machine - Scanner
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? What are Instructions? ? Elements of Instructions ? Points to be taken care of
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? Written Instructions ? Oral Instructions ? Product Instructions
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? ? ? ? ? ? ? ?
Audience and situation Number of tasks Writing of Tasks Grouping of Tasks Introduction General warning, caution, danger notices Technical background or theory Equipments and supplies
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? ? ? ?
Objects Numbers Tables Charts and Graphs
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? Heading ? Lists ? Numbers , Abbreviation and Symbols
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? Guidelines for Oral Instructions ? Audience Analysis Types of Audience Factors for Audience Analysis Audience Adaptation
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? Characteristics of Good Product Instructions ? Good Product Instructions rely on Good Analysis ? Product Instructions can take any form ? Instructions sheets, control labels, stickers etc
? Warning , caution , notices ? Embedded helps ? Non visual stimuli
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? Procedural guides ? Decision aids ? Troubleshooting guides
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Emails
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Why Do We Love Emails?
? ? ? ? ? ? Informal One click-message sent! Cheap Instant Attach files Prioritized
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Weakest Links in Emails
? ? ? ? ? ? ? ? ? Wrong time and date Vague subject line Unfriendly tone Poor formatting/grammar Vague message Hunting for response CC to everyone No greeting or signoff Sloppy!!
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Making Emails Work
? ? ? ? ? Turn off instant messaging Don t feel obliged to give detail reply Send cc to those required Set up filters You can always pick up the phone!
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Netiquette
? ? ? ? ? ? ? ? ? ? Never think you re talking to a PC Ensure following rules of good writing Take off CAPS lock Informality is OK in emails Question the subject line Use short sentences/paragraphs Enumerate with numbers Tidy up long sentences Take pride in finished message Ensure everything is right
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Example 01:The Wrong Way
From: Date: To:
CC:
[email protected] 25/07/05 16:06:29 [email protected]
Subject: Hello!!!! hi Shirley Hope things r well with u .its good 2 know that u will b back in Malaysia again in nov to hold your seminar on effective biz writing .PLS LET ME KNOW SOME FREE DATE while ur over here.Some bookstores r interested in a talk cum singing event ,i hope u will agree to take part.
Tnks & rgs 5/29/2011 Harry
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Example 01 :The Right Way
From: Date: To: CC: Subject: Hello!!!! Hello Shirley, I hope things are well with you. I was pleased to hear that you will be back in Malaysia in November to hold your seminar on Effective Business Communication. Some bookstores are interested in asking you to do a talk and signing event.I hope you will agree to take part.If so,please let me have some free dates See you soon Harry
5/29/2011 32
[email protected] 25/07/05 16:06:29 [email protected]
Example 02:Importance of Tone
From : [email protected] Date: 25/07/03 16:06:56 To: [email protected] Subject: Reminder!!! John, Appreciate if you would consider and bear in mind that I am no longer responsible for dealing with petty cash. Some of your staffs keep bringing their vouchers to me, but this responsibility is now taken over by Martin. Your co-operation is appreciated in making sure all your staffs know about this BRgds,Sally
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Example 02:Importance of Tone
From : [email protected] Date: 25/07/03 16:06:56 To: [email protected] Subject: Petty cash vouchers Hi John Some of the staff from your department are still bringing their petty cash vouchers to me. However this responsibility was taken over by Martin in Accounts last month. Please inform your staff that they should deal with Martin in future. Thanks for your help John.
5/29/2011
Sally
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Customer Care And Emails
? Customer Judgment ? Email has no advantage of body language ? Make best use of words and tone
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Impact of first impressions
Body Language Words Tone of voice
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Creating Electronic Rapport
? Lead reader into the message
± Thanks for lunch last week. It gave us a good opportunity to learn about ± I am glad we were able to speak to you ± Your news today is interesting
? Show emotions
± I ll be pleased to help you ± I appreciate your understanding ± I hope I can shed some light soon
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Creating Electronic Rapport(contd..)
? Use a visual language
± I can see what you mean ± This is quite clear to me now ± Yours suggestions look good
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Business letters
Supplementary Parts of a Letter
? Attention Line ? Subject Line ? Company name in signature block ? Enclosure or Attachment Notation ? Copy Notation ? Post Script
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CORRESPONDENCE APPLICATIONS
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Letter Formats
? Full Block Format ? Modified Block Format ? Simplified Format ? Personal Business Letters
9/9/2009
CORRESPONDENCE APPLICATIONS
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Envelopes
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CORRESPONDENCE APPLICATIONS
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Advantages of Memos and E - mail
? Same massage can be addressed to several ? Less formal and time saving ? More lasting impression
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CORRESPONDENCE APPLICATIONS
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Stationery
? Size ? Weight ? Colour ? Quality ? Envelope Paper
9/9/2009 CORRESPONDENCE APPLICATIONS 44
Presentation of Business Documents
Printed Stationery
? Attractive and Consistent ? Good Quality Stationery, especially for external communications ? Personality of the company
Contents of Letterhead
? Logo or graphic symbol identifying your company ? Company s name ? Full postal address ? Contact numbers Telephone, fax, email address ? URL or Website Address ? Registered Office
Fully Blocked Style with Open Punctuation
? Most widely used method of Display ? Businesslike appearance ? Reduces typing time as no INDENTATIONS for new paragraphs ? Some organizations still prefer in-house style ? Consistency
Fully Blocked Style with Open Punctuation
? No commas or Full-stops in
± Date ± Reference ± Inside Address ± Salutation ± Body ± Complimentary Close
? One line spacing between paragraphs and no Indentations
Continuation Pages
? Should contain Company name and Logo ? Should be of similar quality paper to that of the letterhead ? Certain details such as Page Number, Date and Name of the addressee
Continuation Pages (Guidelines)
? Not necessary to include anything at the foot of the previous page ? Continuation pages should contain atleast 3-4 lines ? Do not leave 1 line of the paragraph at the bottom of the previous page or at the top of the next page ? Start a new page with a new paragraph
Parts of Business Letter
? ? ? ? ? ? ? Reference Date Inside Address Special Markings Salutation Heading Complimentary Close
Parts of Business letter (Contd.)
? Name of the sender and designation ? Enclosures ? Copies (cc Courtesy Copy or copy circulated)
DOs and DON Ts
DO s DON Ts
? ? ? ? ? ?
25 September 2009 Dear ABC Yours Sincerely Mr Dr BA eg ie 9.30 am 123
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25th September, 2009 Dear ABC, Yours Sincerely, Mr. Dr. B.A. e.g. i.e. 9.30am 9.30 a.m. 1. 2. 3. 1) 2) 3)
Elephants
There are two types of elephant. Indian elephants are smaller than African elephants. African elephants are the biggest land animal. They can live to be eighty.
Baby Elephants
A baby elephant is called a calf. A newborn elephant weighs about 110kg. It is covered in hair. Baby elephants stay in the group until they are about ten years old.
The Trunk
An elephant·s trunk is really a nose. They use their trunk to drink. They breathe through the trunk. They also use the trunk to break branches and to pick up food.
Food
Adult elephants eat in the morning and evening. They eat lots of leaves and grass. They use their trunk to suck up water and then squirt it in their mouth.
Habitat
African elephants live in grasslands and forests. Indian elephants live in jungles. Their habitats are being destroyed.
Protecting Elephants
Elephants are beautiful animals. People must save their habitat and protect them. Without this help all the world·s elephants will die.
What was this ?
report a letter
an advert a story a memo
an instruction
a play
Report Writing
Writing Reports
What is a report like?
Let s look
Elephants
A Heading There are two types of elephant. Indian elephants are smaller than African elephants. African elephants are the biggest land animal. They can live to be eighty.
The first paragraph is general. It tells us about the topic.
The verbs (do) are now not past .
Baby Elephants
A Sub Heading A baby elephant is called a calf. A newborn elephant weighs about 110kg. It is covered in hair. Baby elephants stay in the group until they are about ten years old.
This paragraph gives details about one aspect.
The verbs (do) are now not past .
The Trunk
A Sub Heading An elephant·s trunk is really a nose. They use their trunk to drink. They breathe through the trunk. They also use the trunk to break branches and to pick up food.
This paragraph gives details about one aspect. The verbs (do) are now not past .
Food
A Sub Heading
Adult elephants eat in the morning and evening. They eat lots of leaves and grass. They use their trunk to suck up water and then squirt it in their mouth.
This paragraph gives details about one aspect.
The verbs (do) are now not past .
Habitat
A Sub Heading
African elephants live in grasslands and forests. Indian elephants live in jungles. Their habitats are being destroyed.
This paragraph gives details about one aspect.
The verbs (do) are now not past .
Protecting Elephants
A Sub Heading Elephants are beautiful animals. People are trying to save their habitat and protect them. Without help all the world·s elephants will die.
This is the concluding paragraph.
The verbs (do) are now not past .
Reports
Elephants General Baby elephants
The Trunk Detail Food
Habitat Concluding paragraph
Protecting elephants
Title
General
General topic
Verbs: now not past
Detail
Impersonal: he she they not I
Use headings and sub headings
Concluding paragraph
Why do people write reports?
? ? ? ? ? ? ? ? ? ? To put forward recommendations To outline the status of a project To impart new information To provide an analysis of a situation To monitor and control operations To implement policies and procedures To comply with legal or regulatory requirements To document work performed for clients To guide decisions on particular issues To get products, plans, or projects accepted by others
Report Preparation Considerations
y Why am I writing the report? y What is the objective? y Who is going to read the report? (Consider what their expectations are, their knowledge and expertise, and what language is right for them.) y When is it needed? (And how much time have I got?) y Where can I get the information? y How can I write the report in the best way for the audience? (How do I best order and illustrate my subject?)
PAIBOC Model
P Purposes
What must this message do to solve the organizational problem? What must it do to meet your own needs? What do you want your readers to do? To think or feel? What characteristics of your audience(s) are relevant to this message? If you are writing or speaking to more than one person, how do the people in your audience differ? Make a list of all points that must be included To include information without emphasizing it, put it in the middle of a document or paragraph and present it as briefly as possible Why should the reader do what you want? Identify at least 5 reader benefits Adapt benefits to reader What objection(s) can you expect your reader(s) to have? What negative elements must you de-emphasize or overcome? How will context effect the reader? Time of year? Morale in the organization? Relationship between reader and writer? Any special circumstances?
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Audience(s)
A
Information
B
Benefits
O
Objections
C
Context
Types of Reports
Types of Reports
? By purpose - Informative or analytical ? By Length - Short or Long ? By Format Letter, Memo or Report
I f r ati
s a alysis/ ecisi e rts
? Atte t t s lve r ble s , Ex: A re rt f a scie tific research ? I a busi ess situati , e able aki g decisi
? I f r a d su arize i f r ati .,Ex: A ual e rt ? Usually take a e f r at r s eti es letter f r at
Information Reports
y Conference or Meeting Reports y Periodic Report y Progress Report y Introduction y Description of accomplishments during the period y Unanticipated problems (if any) y Plans for the next reporting period y Summary (overall appraisal of progress to date)
weekly, monthly, quarterly, annual
Analytical Reports
? All analytical reports, irrespective of format, have three parts ? Introduction ? Body or Text ? Conclusion or Terminal Section
Formal Vs Informal
? Are carefully structured ? Stress objectivity and organisation ? Contain details ? Written in an impersonal style ? Usually short messages ? Natural use of language
There are also what is called semiformal reports
Vertical vs Lateral Reports
? Vertical Reports travel upward or downward ? Contribute to management control ? Lateral reports assist in coordination in the organisation.
Most important distinction
Short vs Long Reports
? May take the memo or letter format ? Are generally informal ? Take one of the 9 information organisation strategies ? Information Reports are generally short reports ? Long reports are formal ? Do not take letter or memo formats ? Information is organized using the deductive or inductive strategy ? Analytical Reports are generally long reports
Short Reports
? Informative and Closure Reports ? Feasibility Reports ? Justification Reports
Informative Reports
? Generally take on memo or letter format ? Summarizes completed work or research that does not result in action or recommendation ? Includes the following elements:
± Introductory Paragraph ± Chronological account the problem and its solution ± Concluding Paragraph suggestions for later action
Feasibility Reports
? Evaluate several alternatives and recommend one ? Format is as follows:
? ? ? ? ? Explain the decision to be made Listing the alternatives Explaining the criteria of decision Evaluate each alternative vis-à-vis each criteria Final recommendation
Justification Reports
? Recommend or justify a purchase, investment, hiring or change in policy ? Follow the pattern below:
± ± ± ± ±
Indicate what you are asking for and why Briefly give the background of the problem or need Explain each of the possible solutions Summarize the action needed to implement the reco Ask for the action you want
Structure of a Report
? All reports have three parts
± Introduction ± Body or text ± Conclusion (or terminal section)
? What goes into each section is determined by whether which type of report it is
Sequencing the Message
Direct Approach
(Deductive)
Indirect Approach
(Inductive)
Audience Reaction Message Length Message Type
Audience reaction affects organizational approach
Eager
Interested
Pleased
Neutral
Displeased
Uninterested
Unwilling
Direct approach
Indirect approach
Channel and Medium
Richer Leaner
Face-to-Face Telephone E-mail
Notes, Letters, Memos Fliers, Bulletins, Standard Reports
A Continuum of Media Richness
Basic strategies for organizing information
Comparison/contrast Problem-solution or solution and problem Elimination of alternatives General to particular or particular to general Geographic or spatial Functional (discuss the problem and solution of each functional unit) 7. Chronological 8. Emphasis 9. Increasing/decreasing order of importance 1. 2. 3. 4. 5. 6.
Long (therefore Formal) Reports
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The Report Preparation Process
Planning
Analyze
Study your purpose, lay out your writing schedule and then profile your audience
Writing
Organize
Define your main idea, limit the scope, group your points and choose the direct or indirect approach.
Completing
Revise
Evaluate content and review readability, editing and rewriting for clarity and conciseness.
Investigate
Satisfy your audience¶s information needs through formal and informal research methods.
Compose
Control your style through level of formality and conversational tone. Chose your words carefully so that you can create effective sentences and paragraphs.
Produce
Use effective design elements and suitable delivery methods.
Adapt
Choose the right channel and medium then establish a good relationship with your audience.
Proofread
Review for errors in layout, spelling and mechanics.
Preparing a report
? ? ? ? ? Define the problem Collect and analyze data Select the possible/best solutions Determine organisation of the report Write effectively
Defining the problem
? Gather all the information you need about the problem ? Develop a problem statement ? Phrase this statement as an infinitive phrase, question or a declarative statement
Collecting and gathering data
? good report is based on solid, accurate, verifiable data ? Typical sources of factual information include:
± Company records ± Observation ± Surveys, questionnaires ± Interviews ± Research
Interpreting data
? Interpret the data as it applies to the problem ? Report facts as they are ? Do not interpret lack of evidence as proof to the contrary ? Do not compare non-comparable data ? Do not draw illogical cause-effect conclusions ? Beware of unreliable and unrepresentative data ? Do not oversimplify
Orga isati
I ? ? ? ? d ctive (I direct) rder Pr blem Facts Disc ssi ec mme dati
al str ct re f L e rts
g
Ded ctive (Direct) Order ? Pr blem ? ec mme dati ? Facts ? Disc ssi
Inductive Report Format
Format where the findings/recommendations follow the main body
? ? ? ? ? ? ? ? ? ? Cover sheet Title page Abstract Table of contents Introduction The body of the report Conclusion (and recommendations if applicable) References / Bibliography Glossary (if needed) Appendices
Deductive Report Format
Format where findings/recommendations precede the main body Letter of transmittal Title page Table of contents Summary and/or recommendations Body of report Conclusions Appendices Bibliography
Parts of a formal report
PARTS OF A FORMAL REPORT
Synopsis or executive summary List of illustrations Table of contents Letter of transmittal Letter of acceptance Title page Cover Notes Recommendations Conclusions Summary Body Introduction Glossary Bibliography Appendices
SUPPLEMENTARY TEXT PREFATORY
Order of Presentation ? ? ? ? ? ? ? ? Title (or title page) (contents list) (abstract) Introduction Summary and conclusion Recommendations Discussion (Appendix)
Report Writing from Formal Documents to Short Summaries Group 5
Business Communications
Order of Writing ? ? ? ? ? ? ? ? Introduction Discussion Summary and conclusions Recommendations (Abstract) Title (or title page) (Contents list) (Appendix)
Report Writing from Formal Documents to Short Summaries Group 5
Business Communications
Final Report v/s Executive Presentation
Cover page Executive summary List of team mem ers Ta le of contents Project scope definition Project o jectives Methodology Findings Recommendations Business impact Implementation considerations Next steps Conclusions Appendices Title slide Team introduction Session agenda Project scope definition Project o jectives Approach or Methodology Recommendations Business impact Implementation issues Next steps Wrap-up Support documentation
Visual Aids in Reports
Reading And Interpreting Graphic Information
? Technical writers use several graphic techniques to present technical information ? Important to understand and interpret these graphic elements ? Four types of graphic aids generally used in technical documents
± ± ± ±
Tables Diagrams Charts Graphs
Effective technical communication by M Ashraf Rizvi
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Tables
? Organise data into groups and show quantitative data and related information
Effective technical communication by M Ashraf Rizvi
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Tables
Word tables
Name Ankur Madhukar Rekha Profession Student Businessman Housewife
Numeric data tables
Metropolitan Area Akron OH Bergen-Passaic NJ Bradenton FL Colorado Springs CO Median Home Price (000) 119.6 363.0 170.4 181.7
Bar Charts/Diagrams
? Show comparative or contrastive information
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Bar graphs
Simple Broken Multiple Stacked Positive negative
Multiple bar chart
Line graphs
? Single line Multiple line
Tree Diagrams/ Organizational Charts
? Show classificatory data
Effective technical communication by M Ashraf Rizvi
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Graphs/ Line charts/ Line diagrams
? Show the trend or relationship between two dimensions
Effective technical communication by M Ashraf Rizvi
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Flow diagrams
? Show the steps of a process
Effective technical communication by M Ashraf Rizvi
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Pie charts/diagrams
? Show information related to proportion or percentages Show information related to proportion or percentages
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Flow charts
? Present complex processes
Effective technical communication by M Ashraf Rizvi
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Other Visual Aids
± ± ± ± ± Map Pictograph Photograph Drawing cartoons
Planning and Interpreting Visual Displays
? Cautions and principles Incomplete data Unusual scales Different widths of the bars
? Attract attention ? Accurate & Ethical Visual Aids ? Other developmental considerations
? Contrast ? Use of colors
Using Visual Aids In Reports
? Placement of Visual Aids
± Positioning with relevant text ± Reference to the visual
See how something looks.
Photographs Drawings Screen shots
Understand how something is constructed.
Photographs Drawings
Understand a process
Flowcharts Photographs Drawings Screen shots
Understand how to do something.
Photographs Drawings Screen shots
Using the right visual for the right purpose
Find and use data, facts, or advice. Tables
Understand the relationships among variables.
Line graphs
Bar Graphs Compare quantities. Pictographs Line graphs See a trend. Bar charts
See the relative sizes of the parts that make up a whole.
Pie Charts
Understand the structure of an organization.
Organizational charts
Understand the schedule for completing a project.
Schedule charts
Using Visual Aids In Reports
? Identification of Visual Aids ± Numbering ± Title ? Identification of Sources ± Source notes
´Writing and thinking are inseparable. Not only does thinking help us to write, writing helps us to think.µ
--Richard Lederer The Write Way
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INFORMAL REPORTS
oMay be written with or without a title page oMay be formatted as a letter or a meme oAre written in first person oUse headings
INFORMAL TYPE WRITTEN REPORT TYPES
? Progress informs readers of the status of a project ? Periodic provides managers with updated information at regular intervals ? Technical conveys specialized information
STEPS IN CONDUCTING RESEARCH
? Plan the research ? Gather information ? Analyze the information ? Determine the solution ? Write the reports
PLAN THE RESEARCH
o State the problems o Set the boundaries o Scope o Time schedule o Budget o Determine and analyze the audience o Decide on the research procedures.
GATHER INFORMATION
? Primary sources of information
± Produced data and information not previously published. ± Are available from company records or are gathered through
? Surveys ? Focus Groups ? Observations ? Experiments ? Personal Interviews ? Secondary sources of information
± Are published materials available in libraries ± Can be located through traditional or computerized searches
ANALYSE THE INFORMATION
? Compare and contrast various parts of the information ? Interpret facts and figures by explaining their significance
DETERMINE SOLUTIONS
Guidelines
? Conclusion An inference drawn from the facts ? Recommendations the solution based upon
Ref: Business Communication : Kirzan . Merrier . Logan . Williams 133
Proposals
Purpose of proposals
? To sell property ? To construct ? To survey ? To plan ? To clean
For smaller projects
? Improving engineering ? Communication strategic issues ? Preparing international managers for work ? Planning and basic research
Kinds of proposals
? Research proposals usually academic in nature
? Business proposals similar to business report
Parts of proposals
? Title page ? Executive summary, abstract, synopsis ? Draft contract ? Table of content ? Introduction
? Background ? Procedures ? Equipment and facilities ? Personnel ? Budget ? Appendixes
? Short proposal
? Long formal proposals
Proposals, Business Plans & Special Reports
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What are Proposals?
? A persuasive message in which a writer analyzes a problem & recommends a solution. ? Proposals are suggestions about how to change things for better, to improve productivity or to enhance profitability. ? Proposals take time to develop ? They often get rejected.
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Types of Proposals
? Informal or Formal ? Internal or External ? Unsolicited or Solicited
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Sample Format of Proposal
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Contents of an Effective Proposal
? ? ? ? ? ? ? Introduction Product/Service/Equipment Description Vendor Requirements Proposal Guidelines Evaluation Criteria Confidentiality Statement Contact Information
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Definition
A special type of proposal designed to persuade a financial institution or a private party to invest money to support a particular venture.
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Contents of a Business Plan
? ? ? ? ? Executive Summary Ownership/Management Description Product/Service/Market Description Administration/Production Factors Financial Information
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Business Plan Do s
? Keep the plan concise-20 to 40 pages ? Plan is easy to read and understand ? Eliminate typographical and grammatical errors ? Explain the assumptions made in the plan ? Acknowledge and address the risks involved
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Introduction
? A business plan
± Defines your business ± Identifies your operations and aims ± Specific and organized company information
? Résumé of the company
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Purpose
? Detailed plan for the venture to grow ? Convincing the investors
Components of the Business Plan
? ? ? ? ? Executive summary Table of contents Company description Products/Services Market analysis
Components of the Business Plan
? ? ? ? ? Marketing plan Operations plan Financial plan Management Appendices
TIP
Today s business writing is simple, concise and uncluttered. That means as few commas as possible.
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Analysing a Case and Writing a Case Analysis Report
Advanced Business Communication
5/29/2011
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? Purpose of case study ? Types of cases ? Overcoming the difficulties ? Four step way to read a case ? Type of approach to the case ? Six step problemsolving
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? Ancient Socratic Technique ? Think and ask questions ? Diagnose situations, define problems, analyze sources and constraints of problems, develop alternative courses of action and select particular action
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? Formal case ? Case story ? Critical incident
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? Conquering a different learning style ? Overcoming the fear of writing and speaking ? Developing your personal system of case analysis
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? ? 1. 2. 3. 4.
Objectives of reading a case Four step way to reading a case Previewing Skimming Reading Scanning
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? Systems approach ? Behavioral approach ? Decision approach ? Strategy approach
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? ? 1. 2. 3. 4. 5. 6.
Good decision making skills Six step process Define the case problem Consider the relevant information and underlying assumptions List the possible solutions to the problem Select a solution and prepare to defend it Decide how to implement the solution Decide how to communicate your analysis
Advanced Business Communication 5/29/2011 16 4
? 1. 2. 3.
Three schools of thought on written analysis Suspense format News- first format Strategic issues format
? Help to support positions taken in text ? Place strategically to explain conclusions ? Present in an appendix ? Clear title ? Proper explanation
What to do when analyzing a case 1. Useful and useless information 2. Expectation of different analysis 3. Logical, clear path 4. Difference between facts, inferences and suppositions 5. Support your analysis
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Advanced Business Communication
5/29/2011
What not to do when analyzing a case 1. Don t expect a conclusion 2. Never say you need more information 3. Don t expect single discipline 4. Don t expect clear instructions 5. Don t be short sighted 6. Don t feel all the problems should be solved
Advanced Business Communication
5/29/2011
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Advanced Business Communication
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? Class discussion ? Group presentation ? Individual presentation
? Time your talk ? Listen actively ? Follow instructor s pace ? Timely inset good qualitative statement ? Effective summaries ? Ne perfect answer
? Select the group ? Identify and assign tasks/roles ? Practice
? Preparation ? Practice ? Presentation
? Strategy selection ? Desire for visibility ? What s your role
? The cross-examiner ? Devil s advocate ? The Hypothetical position ? Role playing ? The silent style
doc_287382546.pptx
Overview
? ? ? ? ? ? ? ? ? Circulars Notices Fax Instructions Emails Letters Memos Short Reports Long Reports and Proposals
2
5/29/2011
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? Definition ? Difference between circulars and letter ? Advantages ? Objectives ? Rules ? Types ? Sample
4
A circular is a communication meant to convey information of a business firm to customers, public, employees , various departments and to business partners.
5
6
Circulars v/s Letters
Circulars
A circular letter is one that carries
communication to a no. of addresses. They are to be read by large no. of people. Writer has a choice of using personal salutation. Example ± writer can write in 2 ways: Instead of: we are pleased to inform all our clients«.. Preferred: we are pleased to inform you«.
7
Letters
A letter is one that is meant for only
one person. General letters are personal and private in nature. In writing a letter, the writer has no choice but to use the personal salutation. Example ± letter welcoming a visitor: Correct: Dear Mr. James Incorrect: Dear Visitors
Advantages
? Less expensive. ? Any number of letters can be posted in a day. ? To a certain extent the personal meet of sales of agents can be substituted, and the recipient, if interested, may call upon the firm or the sales agent , and so the agent need not wait to have an appointment.
8
OBJECTIVES
Circulate information
Obtain publicity
Impress the readers and make their interest in product
Attain confidence of readers
Stimulate the sales
9
Rules
1. 2. Be brief Create the impression of personal interest. (example) use Dear Mr. Das instead of Dear Customer. Purpose of writing should be explained with care. Understandable and congenial to everyone.
3.
4.
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Types
1.
Circulars announcing changes in business organization Change of company name Opening of new store Expansion of existing business Opening of new business Establishment of new branch Removal to new premises Reorganization Death of a colleague
11
2. Circulars announcing changes in business partnerships Appointment of new partner Conversion of partnership to private company 3. Circulars announcing change of representatives Dismissal of firm s representative Appointment of new representative 4. Internal circulars to staff Announcement about new working hours Notice about new car park Information about store discount Security information to HODs Letter regarding holiday entitlement Reminder about health and safety policy
5. Circulars with reply forms Invitation to function Reply forms
12
Sample circular 1
Designation can be filled later
13
Sample circular 2.
For internal use Keep it simple and precise Use double spacing Remember 14 footnote
15
Fax Messages
? ? ? ? ? Mainly used for sending Bills Dedicated Phone line Limited Memory Storage capacity Cannot preview the file before printing Substitute for Fax Machine - Scanner
17
? What are Instructions? ? Elements of Instructions ? Points to be taken care of
18
? Written Instructions ? Oral Instructions ? Product Instructions
19
? ? ? ? ? ? ? ?
Audience and situation Number of tasks Writing of Tasks Grouping of Tasks Introduction General warning, caution, danger notices Technical background or theory Equipments and supplies
20
? ? ? ?
Objects Numbers Tables Charts and Graphs
21
? Heading ? Lists ? Numbers , Abbreviation and Symbols
22
? Guidelines for Oral Instructions ? Audience Analysis Types of Audience Factors for Audience Analysis Audience Adaptation
23
? Characteristics of Good Product Instructions ? Good Product Instructions rely on Good Analysis ? Product Instructions can take any form ? Instructions sheets, control labels, stickers etc
? Warning , caution , notices ? Embedded helps ? Non visual stimuli
24
? Procedural guides ? Decision aids ? Troubleshooting guides
25
Emails
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Why Do We Love Emails?
? ? ? ? ? ? Informal One click-message sent! Cheap Instant Attach files Prioritized
5/29/2011
27
Weakest Links in Emails
? ? ? ? ? ? ? ? ? Wrong time and date Vague subject line Unfriendly tone Poor formatting/grammar Vague message Hunting for response CC to everyone No greeting or signoff Sloppy!!
28
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Making Emails Work
? ? ? ? ? Turn off instant messaging Don t feel obliged to give detail reply Send cc to those required Set up filters You can always pick up the phone!
5/29/2011
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Netiquette
? ? ? ? ? ? ? ? ? ? Never think you re talking to a PC Ensure following rules of good writing Take off CAPS lock Informality is OK in emails Question the subject line Use short sentences/paragraphs Enumerate with numbers Tidy up long sentences Take pride in finished message Ensure everything is right
5/29/2011
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Example 01:The Wrong Way
From: Date: To:
CC:
[email protected] 25/07/05 16:06:29 [email protected]
Subject: Hello!!!! hi Shirley Hope things r well with u .its good 2 know that u will b back in Malaysia again in nov to hold your seminar on effective biz writing .PLS LET ME KNOW SOME FREE DATE while ur over here.Some bookstores r interested in a talk cum singing event ,i hope u will agree to take part.
Tnks & rgs 5/29/2011 Harry
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Example 01 :The Right Way
From: Date: To: CC: Subject: Hello!!!! Hello Shirley, I hope things are well with you. I was pleased to hear that you will be back in Malaysia in November to hold your seminar on Effective Business Communication. Some bookstores are interested in asking you to do a talk and signing event.I hope you will agree to take part.If so,please let me have some free dates See you soon Harry
5/29/2011 32
[email protected] 25/07/05 16:06:29 [email protected]
Example 02:Importance of Tone
From : [email protected] Date: 25/07/03 16:06:56 To: [email protected] Subject: Reminder!!! John, Appreciate if you would consider and bear in mind that I am no longer responsible for dealing with petty cash. Some of your staffs keep bringing their vouchers to me, but this responsibility is now taken over by Martin. Your co-operation is appreciated in making sure all your staffs know about this BRgds,Sally
5/29/2011 33
Example 02:Importance of Tone
From : [email protected] Date: 25/07/03 16:06:56 To: [email protected] Subject: Petty cash vouchers Hi John Some of the staff from your department are still bringing their petty cash vouchers to me. However this responsibility was taken over by Martin in Accounts last month. Please inform your staff that they should deal with Martin in future. Thanks for your help John.
5/29/2011
Sally
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Customer Care And Emails
? Customer Judgment ? Email has no advantage of body language ? Make best use of words and tone
5/29/2011
Impact of first impressions
Body Language Words Tone of voice
35
Creating Electronic Rapport
? Lead reader into the message
± Thanks for lunch last week. It gave us a good opportunity to learn about ± I am glad we were able to speak to you ± Your news today is interesting
? Show emotions
± I ll be pleased to help you ± I appreciate your understanding ± I hope I can shed some light soon
5/29/2011 36
Creating Electronic Rapport(contd..)
? Use a visual language
± I can see what you mean ± This is quite clear to me now ± Yours suggestions look good
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Business letters
Supplementary Parts of a Letter
? Attention Line ? Subject Line ? Company name in signature block ? Enclosure or Attachment Notation ? Copy Notation ? Post Script
9/9/2009
CORRESPONDENCE APPLICATIONS
40
Letter Formats
? Full Block Format ? Modified Block Format ? Simplified Format ? Personal Business Letters
9/9/2009
CORRESPONDENCE APPLICATIONS
41
Envelopes
9/9/2009
CORRESPONDENCE APPLICATIONS
42
Advantages of Memos and E - mail
? Same massage can be addressed to several ? Less formal and time saving ? More lasting impression
9/9/2009
CORRESPONDENCE APPLICATIONS
43
Stationery
? Size ? Weight ? Colour ? Quality ? Envelope Paper
9/9/2009 CORRESPONDENCE APPLICATIONS 44
Presentation of Business Documents
Printed Stationery
? Attractive and Consistent ? Good Quality Stationery, especially for external communications ? Personality of the company
Contents of Letterhead
? Logo or graphic symbol identifying your company ? Company s name ? Full postal address ? Contact numbers Telephone, fax, email address ? URL or Website Address ? Registered Office
Fully Blocked Style with Open Punctuation
? Most widely used method of Display ? Businesslike appearance ? Reduces typing time as no INDENTATIONS for new paragraphs ? Some organizations still prefer in-house style ? Consistency
Fully Blocked Style with Open Punctuation
? No commas or Full-stops in
± Date ± Reference ± Inside Address ± Salutation ± Body ± Complimentary Close
? One line spacing between paragraphs and no Indentations
Continuation Pages
? Should contain Company name and Logo ? Should be of similar quality paper to that of the letterhead ? Certain details such as Page Number, Date and Name of the addressee
Continuation Pages (Guidelines)
? Not necessary to include anything at the foot of the previous page ? Continuation pages should contain atleast 3-4 lines ? Do not leave 1 line of the paragraph at the bottom of the previous page or at the top of the next page ? Start a new page with a new paragraph
Parts of Business Letter
? ? ? ? ? ? ? Reference Date Inside Address Special Markings Salutation Heading Complimentary Close
Parts of Business letter (Contd.)
? Name of the sender and designation ? Enclosures ? Copies (cc Courtesy Copy or copy circulated)
DOs and DON Ts
DO s DON Ts
? ? ? ? ? ?
25 September 2009 Dear ABC Yours Sincerely Mr Dr BA eg ie 9.30 am 123
? ? ? ? ? ?
25th September, 2009 Dear ABC, Yours Sincerely, Mr. Dr. B.A. e.g. i.e. 9.30am 9.30 a.m. 1. 2. 3. 1) 2) 3)
Elephants
There are two types of elephant. Indian elephants are smaller than African elephants. African elephants are the biggest land animal. They can live to be eighty.
Baby Elephants
A baby elephant is called a calf. A newborn elephant weighs about 110kg. It is covered in hair. Baby elephants stay in the group until they are about ten years old.
The Trunk
An elephant·s trunk is really a nose. They use their trunk to drink. They breathe through the trunk. They also use the trunk to break branches and to pick up food.
Food
Adult elephants eat in the morning and evening. They eat lots of leaves and grass. They use their trunk to suck up water and then squirt it in their mouth.
Habitat
African elephants live in grasslands and forests. Indian elephants live in jungles. Their habitats are being destroyed.
Protecting Elephants
Elephants are beautiful animals. People must save their habitat and protect them. Without this help all the world·s elephants will die.
What was this ?
report a letter
an advert a story a memo
an instruction
a play
Report Writing
Writing Reports
What is a report like?
Let s look
Elephants
A Heading There are two types of elephant. Indian elephants are smaller than African elephants. African elephants are the biggest land animal. They can live to be eighty.
The first paragraph is general. It tells us about the topic.
The verbs (do) are now not past .
Baby Elephants
A Sub Heading A baby elephant is called a calf. A newborn elephant weighs about 110kg. It is covered in hair. Baby elephants stay in the group until they are about ten years old.
This paragraph gives details about one aspect.
The verbs (do) are now not past .
The Trunk
A Sub Heading An elephant·s trunk is really a nose. They use their trunk to drink. They breathe through the trunk. They also use the trunk to break branches and to pick up food.
This paragraph gives details about one aspect. The verbs (do) are now not past .
Food
A Sub Heading
Adult elephants eat in the morning and evening. They eat lots of leaves and grass. They use their trunk to suck up water and then squirt it in their mouth.
This paragraph gives details about one aspect.
The verbs (do) are now not past .
Habitat
A Sub Heading
African elephants live in grasslands and forests. Indian elephants live in jungles. Their habitats are being destroyed.
This paragraph gives details about one aspect.
The verbs (do) are now not past .
Protecting Elephants
A Sub Heading Elephants are beautiful animals. People are trying to save their habitat and protect them. Without help all the world·s elephants will die.
This is the concluding paragraph.
The verbs (do) are now not past .
Reports
Elephants General Baby elephants
The Trunk Detail Food
Habitat Concluding paragraph
Protecting elephants
Title
General
General topic
Verbs: now not past
Detail
Impersonal: he she they not I
Use headings and sub headings
Concluding paragraph
Why do people write reports?
? ? ? ? ? ? ? ? ? ? To put forward recommendations To outline the status of a project To impart new information To provide an analysis of a situation To monitor and control operations To implement policies and procedures To comply with legal or regulatory requirements To document work performed for clients To guide decisions on particular issues To get products, plans, or projects accepted by others
Report Preparation Considerations
y Why am I writing the report? y What is the objective? y Who is going to read the report? (Consider what their expectations are, their knowledge and expertise, and what language is right for them.) y When is it needed? (And how much time have I got?) y Where can I get the information? y How can I write the report in the best way for the audience? (How do I best order and illustrate my subject?)
PAIBOC Model
P Purposes
What must this message do to solve the organizational problem? What must it do to meet your own needs? What do you want your readers to do? To think or feel? What characteristics of your audience(s) are relevant to this message? If you are writing or speaking to more than one person, how do the people in your audience differ? Make a list of all points that must be included To include information without emphasizing it, put it in the middle of a document or paragraph and present it as briefly as possible Why should the reader do what you want? Identify at least 5 reader benefits Adapt benefits to reader What objection(s) can you expect your reader(s) to have? What negative elements must you de-emphasize or overcome? How will context effect the reader? Time of year? Morale in the organization? Relationship between reader and writer? Any special circumstances?
75
I
Audience(s)
A
Information
B
Benefits
O
Objections
C
Context
Types of Reports
Types of Reports
? By purpose - Informative or analytical ? By Length - Short or Long ? By Format Letter, Memo or Report
I f r ati
s a alysis/ ecisi e rts
? Atte t t s lve r ble s , Ex: A re rt f a scie tific research ? I a busi ess situati , e able aki g decisi
? I f r a d su arize i f r ati .,Ex: A ual e rt ? Usually take a e f r at r s eti es letter f r at
Information Reports
y Conference or Meeting Reports y Periodic Report y Progress Report y Introduction y Description of accomplishments during the period y Unanticipated problems (if any) y Plans for the next reporting period y Summary (overall appraisal of progress to date)
weekly, monthly, quarterly, annual
Analytical Reports
? All analytical reports, irrespective of format, have three parts ? Introduction ? Body or Text ? Conclusion or Terminal Section
Formal Vs Informal
? Are carefully structured ? Stress objectivity and organisation ? Contain details ? Written in an impersonal style ? Usually short messages ? Natural use of language
There are also what is called semiformal reports
Vertical vs Lateral Reports
? Vertical Reports travel upward or downward ? Contribute to management control ? Lateral reports assist in coordination in the organisation.
Most important distinction
Short vs Long Reports
? May take the memo or letter format ? Are generally informal ? Take one of the 9 information organisation strategies ? Information Reports are generally short reports ? Long reports are formal ? Do not take letter or memo formats ? Information is organized using the deductive or inductive strategy ? Analytical Reports are generally long reports
Short Reports
? Informative and Closure Reports ? Feasibility Reports ? Justification Reports
Informative Reports
? Generally take on memo or letter format ? Summarizes completed work or research that does not result in action or recommendation ? Includes the following elements:
± Introductory Paragraph ± Chronological account the problem and its solution ± Concluding Paragraph suggestions for later action
Feasibility Reports
? Evaluate several alternatives and recommend one ? Format is as follows:
? ? ? ? ? Explain the decision to be made Listing the alternatives Explaining the criteria of decision Evaluate each alternative vis-à-vis each criteria Final recommendation
Justification Reports
? Recommend or justify a purchase, investment, hiring or change in policy ? Follow the pattern below:
± ± ± ± ±
Indicate what you are asking for and why Briefly give the background of the problem or need Explain each of the possible solutions Summarize the action needed to implement the reco Ask for the action you want
Structure of a Report
? All reports have three parts
± Introduction ± Body or text ± Conclusion (or terminal section)
? What goes into each section is determined by whether which type of report it is
Sequencing the Message
Direct Approach
(Deductive)
Indirect Approach
(Inductive)
Audience Reaction Message Length Message Type
Audience reaction affects organizational approach
Eager
Interested
Pleased
Neutral
Displeased
Uninterested
Unwilling
Direct approach
Indirect approach
Channel and Medium
Richer Leaner
Face-to-Face Telephone E-mail
Notes, Letters, Memos Fliers, Bulletins, Standard Reports
A Continuum of Media Richness
Basic strategies for organizing information
Comparison/contrast Problem-solution or solution and problem Elimination of alternatives General to particular or particular to general Geographic or spatial Functional (discuss the problem and solution of each functional unit) 7. Chronological 8. Emphasis 9. Increasing/decreasing order of importance 1. 2. 3. 4. 5. 6.
Long (therefore Formal) Reports
)
The Report Preparation Process
Planning
Analyze
Study your purpose, lay out your writing schedule and then profile your audience
Writing
Organize
Define your main idea, limit the scope, group your points and choose the direct or indirect approach.
Completing
Revise
Evaluate content and review readability, editing and rewriting for clarity and conciseness.
Investigate
Satisfy your audience¶s information needs through formal and informal research methods.
Compose
Control your style through level of formality and conversational tone. Chose your words carefully so that you can create effective sentences and paragraphs.
Produce
Use effective design elements and suitable delivery methods.
Adapt
Choose the right channel and medium then establish a good relationship with your audience.
Proofread
Review for errors in layout, spelling and mechanics.
Preparing a report
? ? ? ? ? Define the problem Collect and analyze data Select the possible/best solutions Determine organisation of the report Write effectively
Defining the problem
? Gather all the information you need about the problem ? Develop a problem statement ? Phrase this statement as an infinitive phrase, question or a declarative statement
Collecting and gathering data
? good report is based on solid, accurate, verifiable data ? Typical sources of factual information include:
± Company records ± Observation ± Surveys, questionnaires ± Interviews ± Research
Interpreting data
? Interpret the data as it applies to the problem ? Report facts as they are ? Do not interpret lack of evidence as proof to the contrary ? Do not compare non-comparable data ? Do not draw illogical cause-effect conclusions ? Beware of unreliable and unrepresentative data ? Do not oversimplify
Orga isati
I ? ? ? ? d ctive (I direct) rder Pr blem Facts Disc ssi ec mme dati
al str ct re f L e rts
g
Ded ctive (Direct) Order ? Pr blem ? ec mme dati ? Facts ? Disc ssi
Inductive Report Format
Format where the findings/recommendations follow the main body
? ? ? ? ? ? ? ? ? ? Cover sheet Title page Abstract Table of contents Introduction The body of the report Conclusion (and recommendations if applicable) References / Bibliography Glossary (if needed) Appendices
Deductive Report Format
Format where findings/recommendations precede the main body Letter of transmittal Title page Table of contents Summary and/or recommendations Body of report Conclusions Appendices Bibliography
Parts of a formal report
PARTS OF A FORMAL REPORT
Synopsis or executive summary List of illustrations Table of contents Letter of transmittal Letter of acceptance Title page Cover Notes Recommendations Conclusions Summary Body Introduction Glossary Bibliography Appendices
SUPPLEMENTARY TEXT PREFATORY
Order of Presentation ? ? ? ? ? ? ? ? Title (or title page) (contents list) (abstract) Introduction Summary and conclusion Recommendations Discussion (Appendix)
Report Writing from Formal Documents to Short Summaries Group 5
Business Communications
Order of Writing ? ? ? ? ? ? ? ? Introduction Discussion Summary and conclusions Recommendations (Abstract) Title (or title page) (Contents list) (Appendix)
Report Writing from Formal Documents to Short Summaries Group 5
Business Communications
Final Report v/s Executive Presentation
Cover page Executive summary List of team mem ers Ta le of contents Project scope definition Project o jectives Methodology Findings Recommendations Business impact Implementation considerations Next steps Conclusions Appendices Title slide Team introduction Session agenda Project scope definition Project o jectives Approach or Methodology Recommendations Business impact Implementation issues Next steps Wrap-up Support documentation
Visual Aids in Reports
Reading And Interpreting Graphic Information
? Technical writers use several graphic techniques to present technical information ? Important to understand and interpret these graphic elements ? Four types of graphic aids generally used in technical documents
± ± ± ±
Tables Diagrams Charts Graphs
Effective technical communication by M Ashraf Rizvi
109
Tables
? Organise data into groups and show quantitative data and related information
Effective technical communication by M Ashraf Rizvi
110
Tables
Word tables
Name Ankur Madhukar Rekha Profession Student Businessman Housewife
Numeric data tables
Metropolitan Area Akron OH Bergen-Passaic NJ Bradenton FL Colorado Springs CO Median Home Price (000) 119.6 363.0 170.4 181.7
Bar Charts/Diagrams
? Show comparative or contrastive information
112
Bar graphs
Simple Broken Multiple Stacked Positive negative
Multiple bar chart
Line graphs
? Single line Multiple line
Tree Diagrams/ Organizational Charts
? Show classificatory data
Effective technical communication by M Ashraf Rizvi
115
Graphs/ Line charts/ Line diagrams
? Show the trend or relationship between two dimensions
Effective technical communication by M Ashraf Rizvi
116
Flow diagrams
? Show the steps of a process
Effective technical communication by M Ashraf Rizvi
117
Pie charts/diagrams
? Show information related to proportion or percentages Show information related to proportion or percentages
118
Flow charts
? Present complex processes
Effective technical communication by M Ashraf Rizvi
119
Other Visual Aids
± ± ± ± ± Map Pictograph Photograph Drawing cartoons
Planning and Interpreting Visual Displays
? Cautions and principles Incomplete data Unusual scales Different widths of the bars
? Attract attention ? Accurate & Ethical Visual Aids ? Other developmental considerations
? Contrast ? Use of colors
Using Visual Aids In Reports
? Placement of Visual Aids
± Positioning with relevant text ± Reference to the visual
See how something looks.
Photographs Drawings Screen shots
Understand how something is constructed.
Photographs Drawings
Understand a process
Flowcharts Photographs Drawings Screen shots
Understand how to do something.
Photographs Drawings Screen shots
Using the right visual for the right purpose
Find and use data, facts, or advice. Tables
Understand the relationships among variables.
Line graphs
Bar Graphs Compare quantities. Pictographs Line graphs See a trend. Bar charts
See the relative sizes of the parts that make up a whole.
Pie Charts
Understand the structure of an organization.
Organizational charts
Understand the schedule for completing a project.
Schedule charts
Using Visual Aids In Reports
? Identification of Visual Aids ± Numbering ± Title ? Identification of Sources ± Source notes
´Writing and thinking are inseparable. Not only does thinking help us to write, writing helps us to think.µ
--Richard Lederer The Write Way
3-127
INFORMAL REPORTS
oMay be written with or without a title page oMay be formatted as a letter or a meme oAre written in first person oUse headings
INFORMAL TYPE WRITTEN REPORT TYPES
? Progress informs readers of the status of a project ? Periodic provides managers with updated information at regular intervals ? Technical conveys specialized information
STEPS IN CONDUCTING RESEARCH
? Plan the research ? Gather information ? Analyze the information ? Determine the solution ? Write the reports
PLAN THE RESEARCH
o State the problems o Set the boundaries o Scope o Time schedule o Budget o Determine and analyze the audience o Decide on the research procedures.
GATHER INFORMATION
? Primary sources of information
± Produced data and information not previously published. ± Are available from company records or are gathered through
? Surveys ? Focus Groups ? Observations ? Experiments ? Personal Interviews ? Secondary sources of information
± Are published materials available in libraries ± Can be located through traditional or computerized searches
ANALYSE THE INFORMATION
? Compare and contrast various parts of the information ? Interpret facts and figures by explaining their significance
DETERMINE SOLUTIONS
Guidelines
? Conclusion An inference drawn from the facts ? Recommendations the solution based upon
Ref: Business Communication : Kirzan . Merrier . Logan . Williams 133
Proposals
Purpose of proposals
? To sell property ? To construct ? To survey ? To plan ? To clean
For smaller projects
? Improving engineering ? Communication strategic issues ? Preparing international managers for work ? Planning and basic research
Kinds of proposals
? Research proposals usually academic in nature
? Business proposals similar to business report
Parts of proposals
? Title page ? Executive summary, abstract, synopsis ? Draft contract ? Table of content ? Introduction
? Background ? Procedures ? Equipment and facilities ? Personnel ? Budget ? Appendixes
? Short proposal
? Long formal proposals
Proposals, Business Plans & Special Reports
141
What are Proposals?
? A persuasive message in which a writer analyzes a problem & recommends a solution. ? Proposals are suggestions about how to change things for better, to improve productivity or to enhance profitability. ? Proposals take time to develop ? They often get rejected.
142
Types of Proposals
? Informal or Formal ? Internal or External ? Unsolicited or Solicited
143
Sample Format of Proposal
144
145
146
Contents of an Effective Proposal
? ? ? ? ? ? ? Introduction Product/Service/Equipment Description Vendor Requirements Proposal Guidelines Evaluation Criteria Confidentiality Statement Contact Information
147
Definition
A special type of proposal designed to persuade a financial institution or a private party to invest money to support a particular venture.
149
Contents of a Business Plan
? ? ? ? ? Executive Summary Ownership/Management Description Product/Service/Market Description Administration/Production Factors Financial Information
150
Business Plan Do s
? Keep the plan concise-20 to 40 pages ? Plan is easy to read and understand ? Eliminate typographical and grammatical errors ? Explain the assumptions made in the plan ? Acknowledge and address the risks involved
151
Introduction
? A business plan
± Defines your business ± Identifies your operations and aims ± Specific and organized company information
? Résumé of the company
152
Purpose
? Detailed plan for the venture to grow ? Convincing the investors
Components of the Business Plan
? ? ? ? ? Executive summary Table of contents Company description Products/Services Market analysis
Components of the Business Plan
? ? ? ? ? Marketing plan Operations plan Financial plan Management Appendices
TIP
Today s business writing is simple, concise and uncluttered. That means as few commas as possible.
156
Analysing a Case and Writing a Case Analysis Report
Advanced Business Communication
5/29/2011
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? Purpose of case study ? Types of cases ? Overcoming the difficulties ? Four step way to read a case ? Type of approach to the case ? Six step problemsolving
158
? Ancient Socratic Technique ? Think and ask questions ? Diagnose situations, define problems, analyze sources and constraints of problems, develop alternative courses of action and select particular action
15 9
? Formal case ? Case story ? Critical incident
16 0
? Conquering a different learning style ? Overcoming the fear of writing and speaking ? Developing your personal system of case analysis
16 1
? ? 1. 2. 3. 4.
Objectives of reading a case Four step way to reading a case Previewing Skimming Reading Scanning
16 2
? Systems approach ? Behavioral approach ? Decision approach ? Strategy approach
16 3
? ? 1. 2. 3. 4. 5. 6.
Good decision making skills Six step process Define the case problem Consider the relevant information and underlying assumptions List the possible solutions to the problem Select a solution and prepare to defend it Decide how to implement the solution Decide how to communicate your analysis
Advanced Business Communication 5/29/2011 16 4
? 1. 2. 3.
Three schools of thought on written analysis Suspense format News- first format Strategic issues format
? Help to support positions taken in text ? Place strategically to explain conclusions ? Present in an appendix ? Clear title ? Proper explanation
What to do when analyzing a case 1. Useful and useless information 2. Expectation of different analysis 3. Logical, clear path 4. Difference between facts, inferences and suppositions 5. Support your analysis
16 7
Advanced Business Communication
5/29/2011
What not to do when analyzing a case 1. Don t expect a conclusion 2. Never say you need more information 3. Don t expect single discipline 4. Don t expect clear instructions 5. Don t be short sighted 6. Don t feel all the problems should be solved
Advanced Business Communication
5/29/2011
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Advanced Business Communication
5/29/2011
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? Class discussion ? Group presentation ? Individual presentation
? Time your talk ? Listen actively ? Follow instructor s pace ? Timely inset good qualitative statement ? Effective summaries ? Ne perfect answer
? Select the group ? Identify and assign tasks/roles ? Practice
? Preparation ? Practice ? Presentation
? Strategy selection ? Desire for visibility ? What s your role
? The cross-examiner ? Devil s advocate ? The Hypothetical position ? Role playing ? The silent style
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