chapter 08

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 1

1 Effective Written Communication

2 Writing Effective Messages

3 Guides for E-Mail, Letters, Memos, and Reports

8C H A P T E R

Written Communication

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 2“C” Characteristics of

Effective Communication

●Complete

●Clear

●Correct

●Concise

●Courteous

●Considerate AV

AV

A/S

hu

tte

rsto

ck.c

om

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 3

The W Questions

●Why is the message being written?

●What information is needed?

●Who needs to receive the message?

●When is the action taking place?

●Where is the action taking place?

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 4

Checklist for Conciseness

Short sentences and paragraphs Simple, easy-to-understand words Bulleted and numbered lists Avoidance of

● Unnecessary repetition● Excessive information● Wordy phrases

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 5

Writing Effective Messages

Determine the goal or purpose. Analyze the reader/audience. Consider the tone. Gather the appropriate information. Organize the content. Compose and edit the document. Prepare the final document.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 6

Determine the Goal or Purpose What is my purpose in writing? What do I hope to accomplish? You may want to

● Inform the reader● Provide information● Establish a record of facts● Promote goodwill● Persuade the reader to take or forego an action

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 7

Analyze the Reader/Audience

Identify needs and interests. Write to address them. Consider level of formality and language.

● General audience● Professional audience● International audience

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 8

Consider the Tone and Gather Information

●The you approach

●Sources of information● The organization’s files● Employer or colleagues● The Internet, periodicals, or books

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 9

Organize the Content

Read through your notes and group like ideas together.

Choose an approach.● Direct—good news or routine request● Indirect—negative news● Persuasive—convince or convert negative or

indifferent readers

Choose the message format.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 10

Compose the Document

●Write everything you want to say in rough-draft form.

●Do not spend time agonizing over each word and punctuation mark.

●Typical business message structure● Opening paragraph● Developmental paragraphs● Closing paragraph

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 11

Edit the Document

●Keep the “C” characteristics in mind.

●Check paragraphs for ● Unity● Coherence● Parallel structure

●Eliminate the passive voice.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 12

E-Mail Guidelines

●Be appropriately formal.

●Write a descriptive subject line.

●Limit your message to one screen.

●Edit and proofread carefully.

● Include your name and title (if appropriate).

●Be wary of humor or sarcasm.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 13

E-Mail

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 14

E-Mail Ethics

●Do not send personal e-mail.

●Be professional toward others.

●Do not forward ● Junk mail or chain letters● Messages without the senders’ permission

●Do not include personal information.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 15

Memorandum Guidelines

●Use a memorandum● For longer messages● When a signature is needed● For confidential or sensitive messages

●Slightly more formal than e-mail but less formal than letters

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 16

Memorandum

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 17

Letter Guidelines

●Represent the company to the public

●More formal than e-mail and memos

●Preferred for current and prospective clients and customers

●May use ● Block or modified block style● Open or mixed punctuation

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 18

Letter Using Direct Approach

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 19

Letter Using Indirect Approach

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 20

Letter Using Persuasive Approach

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 21

Guidelines for Reports

●Purpose of business reports● Provide information● Describe a problem and suggest a solution

● Informal or formal● Informal: progress reports, monthly sales

reports, team or task force reports● Formal: business proposals or research

reports

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 22

Guidelines for Reports

●Conducting research● Primary research● Secondary research

●Evaluating information

●Documenting sourcesDiego Cervo/Shutterstock.com

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 23

Informal Reports

●May have only one or two parts● Executive summary (sometimes)

Background

Major findings

Recommendations

● Body

●Or may be formatted as a memo

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8

Formal Reports

Usually contain several parts● Executive summary● Title page● Table of contents● Body● Bibliography or references section● One or more appendices

Typically formatted in manuscript style

SLIDE 24

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 8SLIDE 25

Tables and Graphics