Written Communication

1. Written Communication Work and Communicate in an it environment

2. Introduction to Written Communication • When we are writing we use language differently and set out our writing differently depending on: • Why we are writing (the purpose) • Who we are writing for (the audience) • Studies show we spend 50% of work-time writing. • Therefore it is a vital workplace communication skill.

3. Written Communication Issues • It is more difficult than face to face as there is no non-verbal clues. • The emphasis is on words and English words can have different meanings. • With successful written communication words must mean the same to writer and reader. • Need to plan carefully to minimise the likelihood of misunderstanding which takes a lot of time. • Getting the correct "tone" for a message is very important and often much more difficult than composing the content.

4. Written Objectives • All forms of written communication have two objectives. • The primary objective is to deliver the message as clearly and as unambiguously as possible. • The secondary objective is to ensure that the message is received in the manner in which it is intended. • Not only do you want the message to be received and understood, but you want the reader to have a good understanding of your feelings on the subject or situation.

5. Principles of Writing • Audience • Word Choice • Language Tone • Jargon • Clichés & Slang • Spelling & Grammar • Consistency

6. Principles of Writing - Audience • You need to know your audience before you can write documents that they will understand. • Choose words to suit the audience or multiple audiences this will be influenced by the following factors: • Demographics & life experiences • Needs & interests • Age & gender • Knowledge & Experience (experts, technicians, executives, non-specialists) • Education and training

7. Principles of Writing – Word Choice • Use simple, specific and concrete words to increase understanding. • Don’t use abstract, complex, general words. • Plain English is good, clear writing which communicates simply and effectively as possible. Plain English tips: • Use only as many words as necessary • Avoid jargon, unnecessary technical expressions and complex language • Opposite to gobblygook or longwinded • Clarity and economy that doesn’t let grammar slip. • Saves time and money

8. Principles of Writing – Language Tone • Language Tone can range from formal (impersonal) to informal (personal or chatty) • Tone can be passive or active and positive or negative. • Need to get a balance between formal and informal that is warm, personal and friendly.

9. Principles of Writing - Jargon • Jargon level appropriate for audience. • Specialists can understand more jargon than new users. • IT has a lot of Jargon and acronyms

10. Principles of Writing – Clichés & Slang • Clichés and slang is difficult for different cultures • In most cases clichés and slang are not necessary and can distract from the communication.

11. Principles of Writing – Spelling & Grammar • Poor spelling and grammar distracts from author and document. • American English variations to Australian English so avoid spell checker reliance.

12. Principles of Writing - Consistency • Documents should be consistent in language tone and layout. • Formatting such as fonts, headings, line spacing, alignment and margins should be consistent in a professional document. • Templates are quite often used to achieve consistency in workplaces.

13. Steps to Create Documentation • 1. Plan the document by researching the purpose, intended audience, user requirements, relationship to other documents, media options, production requirements, reviewing and testing options and maintenance. • Also plan the document design according to organisational standards or keep in mind the principles of documents design.

14. Steps to Create Documentation • 2. Write a Draft or blue print for the document. When writing keep in mind the principles of professional writing which includes the use of appropriate language tone, voice, jargon, simplicity of words and sentences, correct spelling and grammar and avoid cliché's and slang.

15. Steps to Create Documentation • 3. Review is the quality control component of the documentation process and includes proofreading and assessing the overall quality of the document. • 4. Trial the document on a group of people and make changes if required.

16. Steps to Create Documentation • 5. Produce the document which includes printing paper-based documentation or burning CD-ROM's for on-line documentation or web-site creation for internet-based documentation. • 6. Distribute the documentation to the users.

17. Steps to Create Documentation • 7. Update the document when changes are required or the product is upgraded. • 8. Document the documentation with a documentation register which should include the title, author, date, description, location and record the modifications and versions since it was first written.

18. Document Design Basics • Consider the following when planning your document: • Layout logical and flows • Hierarchy and Headings • Typography/Fonts – serif (Times New Roman)or sans serif (Arial / Verdana) • Same headings and formats • Screen or Printed • Colour – use sparingly and keep contrast high

19. Document Design Basics • Text blocks and white space • Break text into readable chunks • Use lists with bullets or numbers • Line lengths, type size, line space and alignments • Appropriate images and graphics – they should add value

20. Business Documents • Business documents created in an IT workplace would include: • Letters • Messages or Memos • Fax coversheets • Emails • SMS • Reports • Instructions • Posters or Notices • Meeting agendas and minutes

21. Messages & Memo’s • The language features of messages and memos in the workplace change depending on the relationship between you and the person you are writing to. • Workplaces may use a message pad, template or have a software application for workplace messages.

22. Memo (or memorandum) • The memo is like a letter written to a work colleague, or an e-mail message delivered by hand. • Memos are usually brief, to the point and used within an organisation to get things done. • Like all good written documents, a memo should be written from reader's perspective, it should be well planned and presented. • The format of a memo is simple, as shown in Example. It consists of the following basic components ~ • To: - the name of the intended recipient • From: - the name of the sender • Date: - the date when the memo is sent • Subject: - a brief description of the content or purpose • Message: - the actual content of the message itself

23. Memo Layout Example Memorandum To: From: Date: CC: Subject: Message:

24. Memo • In many organisations it is customary to also include the designation of both the recipient and the sender, which makes the memo sound more formal or official. • I think it depends on the tone or purpose of the memo

25. Writing Memo’s • When writing a memo, ask yourself the following question - "does the information stand by itself without the use of headings and subheadings?" • Read the content without and if it easy to understand without the subject line, then it is probably a good memo. • If the intent is not clear, then you probably need to rephrase the first sentence. • A trap when writing a memo is take too much for granted, which is why it is so important to put yourself in the reader's shoes.

26. Memo Language • The language of the memo can be more informal than a business letter, but it should also be a direct as possible. • Do not fall into the common trap of treating a memo as a form of shorthand. • A memo should be brief and you might want to include a range of different points, but this does not mean that you can abandon plain English writing conventions. • Like a business letter, the language of a memo should be clear, concise, concrete, convincing, complete and courteous.

27. Fax Coversheet • Workplaces create coversheets when sending faxes that give details that will make sure it is given to the appropriate person when received.

28. Business Letters • When you send a letter, you want to ensure you get the reader's attention after reading the first few lines. • If the letter is well written, grammatically correct, and well presented, you are more likely to create the positive impression on the reader that will assist in getting your message across. • There is a conventional format for a business letter that is widely accepted and used. This does not mean that every business letter will have exactly the same layout, only that the basic conventions are generally accepted and adopted by most organisations.

29. Business Letters • I think aligning the sender's name and address to the right is no longer appropriate when most businesses use a corporate letter head. If you don't use a letterhead, align the name and address to the left. If you do have a letter head, remember to include your contact details to make the letter more personal. • You may have noticed that punctuation is only used within the body of the letter. It has become fashionable over the past few years not to use punctuation for dates, addresses and salutations in business letters. There is a school of thought that this makes the information easier to read and understand, but I am not so sure. I thought that was the purpose of punctuation. Nevertheless, no punctuation is the prevailing convention.

30. Australia Post Tips • Australia Post offers the following tips for writing an effective business letter ~ • Make sure you put the date on the letter. • Always include your address so they know where to send the reply. • Address your letter to "Dear Sir/Madam" if you don't have a contact name, because you don't know if they are male or female. • Keep your letter clear, simple and to the point. • Make sure your spelling is correct. • "Yours faithfully" is a polite way of finishing a letter to someone you don't know. Otherwise "Yours sincerely" is the conclusion to use. • Always keep a copy of the letter as a record of having sent it.

31. Australia Post Tips • This is a good checklist for the minimum information a business letter should contain. • Of course you can include additional information that adds value to the document such as telephone and e-mail contact details. • Many organisations also include a heading at the top of the body to focus the reader's attention on the purpose of the letter. I think this is a good idea and it also makes the letter easier for the reader to identify if they need to revisit it.

32. Letters -Layout Guideline Letterhead (Sender name, address & telephone etc) 2 enters Date in full 5 enters (can be adjusted to balance letter) Inside address Name Business Name Street Town State Postcode (Upper case) 2 enters Salutation (Dear sir/Madam or Dear Mr XXX or Dear Bill), 2 enters First Paragraph – Introduction or RE: 2 enters Middle paragraphs – change for a new topic. 2 enters Closing paragraph – tells what the receiver should do or what the writer will do. 2 enters Complimentary Close (Yours faithfully - formal or Yours sincerely - less formal) 3 – 4 enters Signature Name in full 2 enters or bottom of page Copies (c.c.) or initials (HRS:RD) or enclosures (2 encls. or enclosures: 2)

33. Business Letters - Types • Dictated or forms or templates • Utility - Order and acknowledgement of orders, Remittances or payments, Request and enquires for information, Replies • Credit – Making, Replying to credit enquiries, Granting or refusing credit, Legal matters • Collection - Appeal for payment, Follow up letters • Complaints and Claims - Replying granting / refusing • Official or Personal – Introductions, References, Recommendation • Congratulatory – appointments or promotions, Appreciation or Reply to congratulations • Sympathy or Condolence • Sales - Direct selling, Sales promotion and Brochures • Goodwill - For good relationships with suppliers or customers • Controversy - Argument or persuasion

34. Steps to writing business letters: • Plan your letter • Write a draft • Review and make changes • Proofread spelling and grammar. • Produce final letter and distribute

35. Letter Considerations • Use simple words. Take in consideration the vocabulary range of reader and business jargon they would understand. • Write in the active or passive voice so use positive words not negative words. • Be concise and direct as compactness saves time and money. • Keep sentence length short as it easier to comprehend. • Watch spelling and grammar. Don’t just rely on MS Word spelling and grammar checking, proofread as well. • One letter, one subject is preferred or change paragraph for each subject addressed in the letter. • Avoid cliché’s or figures of speech or repetition. • Large companies have guidelines or templates for letter writing for consistency and to save time.

36. Business Communication Documents Assessment • See Assessment Task sheet for details • Tasks: Create your own documents or use a Microsoft Word template to complete the given scenarios. • Scenario: You are a Trainee IT support officer with Big Byte Technology and have been asked to draft, revise and produce the following documents. • Memo • Facsimile coversheet • Letters • Email • Print a hardcopy and hand in to your teacher.