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Fire and Emergency Services Company Officer — Lesson 8
Fire and Emergency Services Company Officer, 4th Edition
Chapter 8 — Written Communications
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Fire and Emergency Services Company Officer
8–2
Learning Objectives
1.Match to their definitions terms associated with written communication.
2.Identify parts of an outline.
3.Identify common paragraph transitions.
(Continued)
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Fire and Emergency Services Company Officer
8–3
Learning Objectives
4.Identify generally accepted writing guidelines.
5.Select facts about writing memos and e-mail messages.
6.Select correct responses about writing letters.
(Continued)
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Fire and Emergency Services Company Officer
8–4
Learning Objectives
7.Given scenarios, write a letter, memo, and e-mail relating to the fire service.
8.Identify guidelines to follow when writing a press release.
9.Given a scenario, write a news release over a fire and emergency services event.
(Continued)
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Fire and Emergency Services Company Officer
8–5
Learning Objectives
10. Select facts about various types of reports.
11. Write a report on a specific fire department topic.
12. Select facts about executive summaries, agendas, and minutes.
(Continued)
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Fire and Emergency Services Company Officer
8–6
Learning Objectives
13. Identify basic information to be included in a policy or procedure.
14. Recall information about requests for proposals (RFPs) and bid specifications.
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Fire and Emergency Services Company Officer
8–7
Audience
• Individual — Supervisor or subordinate
• Internal group — Staff member or labor representatives
• External audience — The municipal governing body or the readership of a national trade journal
(Continued)
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Fire and Emergency Services Company Officer
8–8
Scope
• Subject or topic
• How broad or narrow the coverage is
• Stated in the thesis statement
• Similar to the central idea of a speech
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Fire and Emergency Services Company Officer
8–9
Purpose
• Reason the document is written
• Establishes what the writer wants to accomplish; examples:– Informing the audience of an event– Describing a new method or procedure
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Fire and Emergency Services Company Officer
8–10
Parts of an Outline
• Introduction
• Body
• Conclusion
(Continued)
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Fire and Emergency Services Company Officer
8–11
Parts of an Outline
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Fire and Emergency Services Company Officer
8–12
Document Writing Guidelines
• Paragraphs– Have visual reference points that indicate a
subdivision of the topic– Contain topic sentences that announce
and control the content of the paragraph
(Continued)
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Fire and Emergency Services Company Officer
8–13
Document Writing Guidelines
• Paragraphs– No rule for exact number of words or
length — Depends on number of subdivisions in the outline
– Average length is 75 to 125 words
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Fire and Emergency Services Company Officer
8–14
Paragraph Transitions
• Tie paragraphs together to maintain flow and rhythm of document
• Come at the end of one paragraph and then at the beginning of the next paragraph
(Continued)
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Fire and Emergency Services Company Officer
8–15
Paragraph Transitions
• At the end of the paragraph
• At the start of the paragraph– Show contrast or qualification– Indicate continuity– Show cause and effect– Indicate exemplification
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Fire and Emergency Services Company Officer
8–16
Generally Accepted Writing Guidelines
• Be clear.
• Get to the point.
• Use a minimum of words to convey the message.
• Write in a conversational tone.
• Use a friendly and positive tone.
• Avoid archaic language.
(Continued)
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Fire and Emergency Services Company Officer
8–17
Generally Accepted Writing Guidelines
• Avoid jargon.
• Avoid long sentences and the use of numerous commas.
• Write in an active voice.
• Use parallel structure.
• Always proofread a document before finalizing it.
(Continued)
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Fire and Emergency Services Company Officer
8–18
Generally Accepted Writing Guidelines
• Use bullets, numbers, and other indicators for key points.
• Use appendices for additional information.
• Retain a copy of the written document.
(Continued)
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Fire and Emergency Services Company Officer
8–19
Memos
• Quick and relatively simple way of transmitting a message within an organization
• Brief written document that describes what, where, when, who, why, and sometimes how
• Valuable
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Fire and Emergency Services Company Officer
8–20
Memos and E-mail Messages
• Memos are generally sent by electronic means.
• Methods for writing memos and e-mail messages are generally the same.
• The one purpose of a memo or e-mail is to accomplish a task.
(Continued)
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Fire and Emergency Services Company Officer
8–21
Reasons for an E-mail Policy
• Professionalism
• Efficiency
• Liability protection
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Fire and Emergency Services Company Officer
8–22
Parts of a Memo or E-mail
• Who
• What
• When
• Where
• Why
• How
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Fire and Emergency Services Company Officer
8–23
Memo and E-mail Value
• Correct spelling
• Correct punctuation
• Correct grammar
• Neatness
• Consistent format
• Concise/accurate content
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Fire and Emergency Services Company Officer
8–24
Memo and E-mail Cautions About Content
• Never put into writing anything that cannot be made public.
• Do not use memos or e-mails for criticisms, reprimands, or personal communications that are best communicated in person.
• Never use sexist, racist, or inappropriate language in memos or e-mails.
(Continued)
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Fire and Emergency Services Company Officer
8–25
Memo and E-mail Cautions About Content
• Delegate memo or e-mail writing to a member of the organization who can effectively write them if the company officer cannot.
• Have memos and e-mails proofread.
• Remember that e-mails cannot be withdrawn once they are sent and will exist forever.
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Fire and Emergency Services Company Officer
8–26
E-mail Tips
• Be concise and to the point.
• Answer a question fully when responding.
• Always use proper spelling, grammar, and punctuation.
• Make the message personal.
• Use templates for frequently used responses to save time.
(Continued)
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Fire and Emergency Services Company Officer
8–27
E-mail Tips
• Answer all e-mails (like phone calls) quickly.
• Do NOT attach unnecessary files.
• Always use proper structure and format.
• Avoid the use of all capital letters, which indicates the writer is angry or yelling.
• Read the message before sending to ensure that is it complete and correct.
(Continued)
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Fire and Emergency Services Company Officer
8–28
E-mail Tips
• Do NOT use the reply to all function if only one person is the intended recipient.
• Avoid abbreviations and emoticons (symbolic pictures made from keyboard characters) because they are not professional.
• Format the message so that it is easily readable.
(Continued)
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Fire and Emergency Services Company Officer
8–29
E-mail Tips
• Avoid the use of color or fonts that make the message difficult to read.
• Do NOT create or forward chain letters.
• Do NOT request deliver and read receipts unless it is absolutely necessary.
• Do NOT copy and send a message or attachment without permission.
(Continued)
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Fire and Emergency Services Company Officer
8–30
E-mail Tips
• Do NOT discuss confidential information.
• Write in the active voice rather than the passive.
• Use a meaningful subject line to indicate the contents to the reader.
• Stay with one general subject per message.
• Use short sentences.
(Continued)
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Fire and Emergency Services Company Officer
8–31
E-mail Tips
• Never send or forward messages containing libelous, slanderous, defamatory, offensive, racist, sexist, or obscene comments or statements.
• Never reply to or forward spam.
• Do NOT use a signatory line at the end of a memo; it is not necessary.
(Continued)
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Fire and Emergency Services Company Officer
8–32
E-mail Tips
• Keep records of communications by saving e-mails in both electronic (compact disc-read-only memory [CD-ROM] or diskette) and hardcopy forms.
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Fire and Emergency Services Company Officer
8–33
Writing Letters
• Usually written to persons, groups, or agencies outside the organization
• Longer and more formal than memos
• Tend to represent the entire organization
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Fire and Emergency Services Company Officer
8–34
Letter Format
• Heading
• Opening
• Body
• Closing
(Continued)
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Fire and Emergency Services Company Officer
8–35
Letter Format
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Fire and Emergency Services Company Officer
8–36
Letter Types
• Problem
• Denial
• Customers
• Promotion
• Praise and evaluation
• Persuasion
• Thank you
• Form
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Fire and Emergency Services Company Officer
8–37
Letter Writing Considerations
• Consider the tone of the letter.
• Be sincere in the message.
• Make the letter reader-centered.
(Continued)
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Fire and Emergency Services Company Officer
8–38
Letter Writing Considerations
• Express praise easily and always say “please” and “thank you.”
• Admit mistakes and take responsibility.
• Make the letter personal when possible.
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Fire and Emergency Services Company Officer
8–39
Preparing a Press Release
• Summarize the information by answering who, what, when, where, and why.
• Use the inverted-pyramid style or organization by putting the most important facts first and least important ones last.
• Limit sentence length to no more than 20 words.
(Continued)
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Fire and Emergency Services Company Officer
8–40
Preparing a Press Release
• Write no more than four or five lines per paragraph; one sentence paragraphs are acceptable.
• Use active voice.
• Write clearly and concisely. Avoid flowery language and technical terms or jargon.
• Be sure that all direct quotes and paraphrased statements are properly attributed. (Continued)
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Fire and Emergency Services Company Officer
8–41
Preparing a Press Release
• Proofread the document and then proofread it a second time.
• Have someone else proofread the document.
• Include any photo opportunities there might be and when they will occur.
• Keep to no more than two pages in length.
(Continued)
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Fire and Emergency Services Company Officer
8–42
Preparing a Press Release
• Keep short, concise, and easy to read.
• Provide information to the public information officer (PIO) to write press releases when the company officer is not responsible for writing them.
• Check standard operating procedure for press release format and release criteria.
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Fire and Emergency Services Company Officer
8–43
Form-Based Reports
• Designed to place specific information into spaces or fields
• Used for incident reports, injury reports, fire investigation reports, internal or external inspection reports, attendance reports, etc.
(Continued)
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Fire and Emergency Services Company Officer
8–44
Form-Based Reports
• Considered legal documents that may be needed in a court of law; should be:– Legible – Accurate – Complete – Objective
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Fire and Emergency Services Company Officer
8–45
Narrative Reports
• Result of a form report or generated as part of al project or analysis and includes a brief review or executive summary
• Types– Justification– Recommendation– Progress– Progress and justification– Description (Continued)
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Fire and Emergency Services Company Officer
8–46
Narrative Reports
• Determine purpose.
• Determine format.
• Research topic. (Include source citations in the form of footnotes or endnotes.)
• Develop outline.
• Write report (no matter what type) in the basic format: introduction, body, and conclusion, and executive summary.
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Fire and Emergency Services Company Officer
8–47
Executive Summary
• Brief review of key points attached to front of report
• Provides audience an opportunity to understand the main points without having to read the entire document
• Ensures essential information contained in the report is read
• Acts as an attention-getter that may spur audience to read the full report (Continued)
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Fire and Emergency Services Company Officer
8–48
Executive Summary
• Format– Main topic statement of the report– Bullets denoting main points– No longer than two pages– Conclusion of summary is the
recommendation or suggested action found in the report.
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Fire and Emergency Services Company Officer
8–49
Agenda
• Outline of activities proposed for a meeting or event
• Specific
• Sequential
• Includes the main points that are to be addressed during the meeting
• Basic framework for the minutes of the meeting
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Fire and Emergency Services Company Officer
8–50
Meeting Minutes
• Provide accurate records of the topics covered, decisions made, and assignments given during a meeting
• Establish who, what, when, where, how, and why of a meeting
• Provide paper trails in the event of legal actions
(Continued)
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Fire and Emergency Services Company Officer
8–51
Meeting Minutes
• Focus on the key points of a meeting
• Need to be accurate, brief, and easy to read
• Things to include
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Fire and Emergency Services Company Officer
8–52
Policies and Procedures
• Included documents
• Basic document format
• Page format
• Revisions
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Fire and Emergency Services Company Officer
8–53
Request for Proposal
• Defines the needs of the department or organization
• Allows manufacturers or their authorized distributors to decide if they can meet bid specifications
(Continued)
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Fire and Emergency Services Company Officer
8–54
Request for Proposal
• Proposals– Have a specific schedule outline, delivery dates,
provisions for supplying units for scheduled evaluations, and training dates for technicians and officers
– Allow jurisdiction control over the companies that can bid
(Continued)
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Fire and Emergency Services Company Officer
8–55
Request for Proposal
• Proposals (cont.)– Eliminate from consideration companies that
– Cannot meet delivery deadlines– Cannot provide the required performance
bonds– Lack established financial support to complete
the contract– Have documented history of contract violations
– Reduce number of bidders to those capable of meeting the bid specifications
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Fire and Emergency Services Company Officer
8–56
Bid Specifications
• Bid specifications– Include specific equipment requirements plus the
legal requirements of the finance or purchasing officer which may include:
– Attendance at prebid meetings– Warranties– Liability or performance bonds– Specified delivery times– Payment schedules– Financial statements (Continued)
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Fire and Emergency Services Company Officer
8–57
Bid Specifications
• Bid specifications (cont.)– Include detail of the design requirement with
nothing assumed– Use sample bid specifications forms as a guide
but be aware that they may be written in such a way that only one manufacturer can meet them.
– Get bid specifications approved by jurisdiction’s finance or purchasing officer, who will issue bid requests and forward returned bids to the purchasing department for evaluation.
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Fire and Emergency Services Company Officer
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Summary
• Written communications are basic to the daily operation of a modern fire and emergency services organization.
• The company officer will be expected to provide written reports, official letters, policy recommendations, RFPs, bid specifications, and other documents that become the basis for decision-making on the part of superiors.
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Fire and Emergency Services Company Officer
8–59
Summary
• Accuracy and professional appearance are critical elements of all written communications. In the end, they provide a record of the activities of the officer and the organization.