dr. irimiea silvia aml, faculty of letters, 2009 1

Dr. Irimiea Silvia

AML, Faculty of Letters, 2009 1

Revision of previous teaching activity: minutes Memos Overview of reports: reports structure

Irimiea- AML, Faculty of Letters, 2009 2


MinutesSubject: Problems arising from Road Construction Works in the Ebri Area

A meeting was held at 10.30 am today in the Local Liaison Department’s Conference Room to discuss aspects of the Ebri road construction project.

Present were:Discussion

The minutes of the previous meeting were accepted without comment. The participants then proceeded to discuss the following points:

1. Design of the Bridge ACTIONCresoil wanted to know if the bridgeto be constructed would would rest on fill orwhether there would be empty space underneath. Emway replied that there would be empty space. Cresoil informed Emway that this would beunacceptable and Emway agreed to obtain design specifications from the Cresoil Maintenance Department. Emway

Memorandum(memo)- a short and informal note, or message generally written on a special printed form for circulation within a company.

The form varies, but they all follow this pattern:

From: To:Ref: Date

Subject


Good writers know how to choose their words to achieve their communicative purposes

The following aspects are crucial to business writing: Appropriate subject heading (introducing the topic in the heading) Carefully organised information Correct grammar and spelling Suitable tone and style (which must match both the reader and the

message)- adequate level of formality

(vocabulary: got worse and worse- deteriorated, lots of- many, several, a number of

doing nothing- unavailable for use,

no abbreviations, no contractions,

impersonal vs personal language, no redundancies)


This concern for the reader’s interpretation of the text is further reflected in the

tone of the communication carried out in an organisation. Thus, all items of

business communication fall under three categories: upward, downward and horizontal communication.

The first type of communication, upward communication, refers to the way in which a subordinate addresses his superior, employing a respectful, tentative tone. The functions of this communication are rather to put forward ideas and to suggest courses of action. Question forms and longer sentences are the main characteristics of this form.

The downward type of communication is suited for the way in which a superior contacts a subordinate. In this case the tone is firm, direct and decisive, as this is supposed to cover such functions as issuing orders, stating decisions etc. One can notice the frequent use of imperatives (Please comment....), modals and of statements rather than questions (I would like .. as opposed to: Could I have...).

Horizontal communication is the role relationship very much used between peers, that is between two people of equal authority and status. However, the choice of the tone cannot be separated from that of the language used.


Any communicative act consists of Message sender The message

The facts= info The language/tone

The message receiver

The purpose or aim will affect/determine the language: to express a regulation, to order, to make a decision and communicate it, express permission, to make a recommendation, offer advice, to suggest, to express a tentative statement, request etc


DOWNWARD Function ModalRegulation ..is/are to.......Orders (Imperative)

must...Decision will...Permision may...

canRecommendation should/Advise ought toSuggestion and tentative statements

couldmightmaywill...?

Requests Can...?Could...?

UPWARD Would...?


For example, if the head of department of a large insurance company would receive this note from one of his employees, his reaction would

range from surprise to anger.

For personal reasons, I have to change the dates of my holidays. I want to see you today in order to discuss this matter.

(Doherty Michael, Lee Knap, S. Swift, 1997, Write for Business, CUP, p 16)

Similarly, the next memo sent by the managing director to the de-partmental secretary, would prompt an interesting reaction of the secretary, ranging from an initial surprise and delight to wariness and doubt.

My personal assistant has fallen ill and will be away from work for the next three months. I would be extremely grateful if you could possibly deputise for her during this period.

(Doherty Michael, Lee Knap, S. Swift, 1997,Write for Business, CUP, p 16)


You have been asked to write short reports on the following ideas. What subject heading will you give?

1) You have carried out a safety inspection of a residential building, Gordon Towers, and found several things to be wrong. You must write to the man in charge telling him ro rectify them by a certain date.

2) You have to produce a monthly progress report about one of the trainers, John Baker, in your department.

3) There is a problem with the transport bringing and taking shift workers to and from work. You have been asked to investigate the situation and make suggestions.


Paul Beard is the Office Manager of BuildRite Costruction company. He wishes to change the office filing system. The main information of a report he is planning to write to the General Manager, to propose these changes, is given below. How would you organise this information?

a) Examination of the two modern systems and their possible application to BCC.

b) Investigation of the existing system highlighting main drawbacks.

c)The cost of the two modern systems.d) Recommendations to install the proposed system.

e) the disadvantages of the existing system gives the present workload.


The introduction to a memo or report serves to put the reader in the picture, making clear

why it was written what it is about

how the topic will be covered (in longer reports)


1. Example

Subject: New Storage System for Gas Cylinders

At the last inspection on 20 January 2006, the Safety Advisor noticed that the storage of gas in cylinders in the main warehouse was unsafe. He pointed out that each type of gas must be stored separately in order to reduce the possibility of an explosion.It has therefore been agreed that the new storage facilities will be provided in Warehouses B and C, where there is greater space available. Arrangements should be made for the transfer of any cylinders remaining in the warehouse before the end of this week.


2. Example

Subject: Failure to use company car parks

It has been brought to my notice that many employees are failing to use the car parks provided by the company. Instead, they are parking around the perimeter of the premises, on access roads and outside the main gates.

The practice of random parking is not only a nuisance to the general public but also impedes deliveries to the plant. Most serious of all, it could hinder or prevent fire engines and ambulances from reaching the scene of an emergency.

Therefore, all Departmental Heads are urgently requested to remind their staff to use the official car parks and to inform them that, as from 10 January 2008 on, cars parked elsewhere will be towed away at the owner’s expense.



3. Example

Subject: Recruitment of additional staff

With reference to your request of 12.01.07 for the three additional typists, the Personnel Department has now authorized recruitment for these posts.

It is hoped that it will be possible for the recruitment procedure to be completed by the end of the month.

4. Example

Subject: Purchase of Flexible Pipeline from Fondusi

It is recommended that approval is given for the purchase of a flexible pipe from Fondusi as outlined in the attached material request.

For the project to install a flexible pipeline from A to C platform two companies were recommended: Pipoflex and Fondusi.

Evaluation of the proposals received from both organizations shows a nominal difference in the bid price for the required 85 feet. Substantial differences occur, however, in regard to delivery. Fondusi can deliver six months before Pipoflex.

Project economics indicate that the time variable is very important and therefore your approval of the attached material request is recommended.


To conclude a report or a memo:

1. A discussion and interpretation of the facts provided in the development

2. A demand for further action or statement of decision

- In memos and short reports these elements will be contained in the same section or paragraph.

- In longer reports, the demand for action is in the form of recommendations, often reflected in the section heading. Alternatively, the title action may be used.

- In all cases, the action recommended should follow logically from the discussion.


Examples

1. in conclusion, the accident was caused by the use of outdated and faulty machinery and not by any negligence on the part of the operator. We, therefore, recommend that Mr XWZ should be reinstated and that the possibility of purchasing new and modern equipment should be investigated.

2. Thus, the complaints regarding the quality and quantity of food provided in

the staff canteen would appear to be valid, and we have already taken steps to ensure that matters improve.


3. From the findings of the research, it would seem that the use of chemical dispersants is the only one of the three methods considered which is:

a) completely effective

b) within a satisfactory price range

c) not harmful to marine life.

Of all the types of chemical dispersants currently on the market, BP1100X is the least toxic and best meets our requirements.

It s therefore recommended that chemical dispersants should be adopted as the company’s standard method of dealing with oil spills at sea and that an order for supplies of BP1100X should be placed with the manufacturers immediately


Information control: topic outline, focusing information and ‘burying’ information, logical flow

Language control techniques – connect ideas logically and effectively

connectives(connectors) back reference sentence length: 20-25 words- 2-3 clauses focus: the points must be placed so as to conduct to the

recommendation (the point placed second receives greater focus, or emphasis.

Negative+ Positive = focuses on the positive

Positive + Negative = focuses on the negative


The information in the main clause always receives more focus


Although Mr Pellegrini carries out his duties extremely efficiently and with an exceptionalamount of initiative

he seems to have had certain problems in his relationship with other staff

Support/subordinate clause

Main clause

The topic and aim must be clear, not only to the writer but also to the reader

the information must be carefully organised and clearly laid out

logical organization of information Only relevant information must be included visual clarity features of language: adequate sentence length


At the last inspection on 20 January 2006, the Safety Advisor noticed that the storage of gas in cylinders in the main warehouse was unsafe. He pointed out that each type of gas must be stored separately in order to reduce the possibility of an explosion.It has therefore been agreed that the new storage facilities will be provided in Warehouses B and C, where there is greater space available. Arrangements should be made for the transfer of any cylinders remaining in the warehouse before the end of this week.

When? Who? What? Where? Why?


Order the information in the right way.

All personnel are reminded that smoking is strictly forbidden inside and outside the stores building. If anyone is found smoking in this restricted area, disciplinary action will be taken against the offender. This is in order to prevent any possibility of fire. A new highly fammable gas item has arrived in the gas sylinder store.


To: Operations ManagerFrom: Fire and Safety Officer

Subject: 7.12.90 Accident

The oil drums in the container store are not all protected with safety rubber and in future all equipment in the stores should be because yesterday there was an explosion which happened when two drums accidentally hit each other when three men were removing them for cleaning and refilling. A spark caused the explosion which injured two of the men. We should tell staff that considerable care must be taken when handling drums containing flammable residue and I also recommend that drums should be spaced far apart to stop them from coming into contact with each other. There was a small fire after the explosion which burnt out six drums.


The text should be organised into three parts Headings and subheadings should be used Visual organisation of the text Features of language: sentence lengths and complexity,

level of formality


Subject: Explosion in Container Stores 7.12. 2011

An accident occurred in the Container Store on.....whilst three men were removing oil drums for cleaning and refilling. Two drums, neither of which was protected by safety rubber, accidentally struck each other causing a spark. The spark then caused an explosion.

Fortunately, the effects of the explosion were relatively small. Two of the men were slightly injured, and were taken to the hospital. There was also a small fire which burnt out six oil drums.

In order to prevent similar accidents from happening in the future it is recommended that all equipment should be protected with safety rubber. In addition, drums should be spaced far apart to prevent them from coming into contact with each other, and employees should be instructed that considerable care must be taken when handling drums containing flammable residue.


Must be accurate and brief

A long verb phrase is changed into a related noun


Aim To recommned that we purchase a new computer

Subject heading Purchase of a new computer

Aim To inform personnel on ways to prevent accidents

Subject heading Prevention of accidents

= finding the right information and using it in the most effective way

Aim + readership – helps you to

- consider various sources

- select precise parts of the information

- group details under different topics

- order these groupings to achieve the required effect

Read through the report and note down the possible sources of information which the writer referred to before writing.

The writer is the Credit and Marketing Section Head


Subject: Financial Analysis (Sales and Profitability) of Acme Trading

Company (ATC)

ATC increased its sales from $ 2 million in 2002 to $ 4 m in 2004. This increase was partially the result of the growing popularity of its Hong Kong showroom and partially because of the opening of its new Kuala Lumpur branch. This latter development offsets some of the risk of the loss of business associated with expected increasing instability in the Hong Kong situation.

Whilst sales increased by 100%, net profit increased from £100,000 in 2002 to £ 150,000 in 2004. This the company has been consistently profitable, although profit margins have declined over the period. This decline has been caused by the entry of additional competition from Aberdeen Holdings Ltd. and rising import prices.

The above operational performance is highly creditable in view of the economic climate during the period under review. It is expected that the economy will revive during the next year, and strong results from Acne are anticipated.


The sources use may have been:

- previous reports

- records of meetings /correspondence with the principals of ATC

- copies of the accounts of ATC of relevant information supplied by accountant


Sources To evaluate

To recommend

To present findings of an equipment inspection

To assess the performance of a company department

To assess relationships between company and its customers

Practical, oprational work

Previous related reports, memos etc

Formal meetings, interviews

Informsl discussions with colleagues

Personal experience

External correspondence

Previous training

Commpany practices

Published materials


Reports are guides to management and organisations

The purpose of a report is to group accurately, concisely and briefly important data showing the true position of affairs relating to a particular matter. Recommendations or suggestions may or may not be made depending on circumstances or terms of reference.

The subject heading of the report must be a brief summary of the topic of the report.


The aim must be expressed by a purpose verb: recommend, inform, instruct, evaluate etc followed by a summary of the topic or action to be taken


To recommend

To order

To notify

To evaluate

The promoiton of Mr Jonesthe removal of hazardous chemicals from the warehouse.Departments of a change in the regulations concerning absenteeism.Two alternative temperature controllers

Purpose verb summary

Ferrier W. Mevor(1970) mentions: Ordinary or routine reports- presented at intervals

and pass on routine information

- e.g. Monthly progress reports,

- financial or sales reports- generally contain a statement of facts.

Each subject should have a separate paragraph with relevant reference and heading.

Special reports- are reports of special inquiry, e.g. On accidents, fire damage, staffing etc

The content of any sr is determined by its terms of reference, i.e. the instruction or guide to governing the report



Title Clear and short

1. Terms of reference/ problem, scope and purpose

States why the report is being written

2. Procedure The method used to collect information

3. Findings What was discovered

4. Conclusions and recommendations

A summary of the report and suggestions for the future

Name: Date

Problem- section which describes why the report was written

Scope- section which describes the limitations of the r: the

exact areas discussed Purpose- aim and how the report is organised Procedure- how the information was obtained


Reports often follow the acceptance of a written proposal. A report may precede a proposal and serve as a background

information on which the proposal is based.

Classification according to the purpose and needs of the audience:

1. updates- simplest report, often is informal and takes the form of a memo addressed to an internal audience- the reader is familiar with the topic and focus of the document

- a status report- updates readers on a regular basis (daily, weekly, monthly)= focuses on developments and last accomplishments, schedule changes, deadlines, resources

- a progress or interim report- reports on the developments since the last reportBoth cite measurable activities as the substance of the document and include conclusions and recommendations. Discussions are also sometimes present.

1. E.g. A trip report= justification of a trip, a listing of what happened during the trip. It states objectives of the trip, the participants, the people whom they met, description of events, meetings, details of what was accomplished and items to be acted on

2. Irimiea- AML, Faculty of Letters, 2009 41

A call report- records the business conducted during a visit or a telephone conversation:

lists the topics discussed

decisions

items that need to be acted upon

2. Analyses- are generally undertaken prior to the execution of a particular action- their function is to determine the factors that will be involved in that course of action

Feasability studies- analytical reports- help determine the effects of various proposals. They are commissioned by a key decision-maker.

Forecasts- other types of analytical reports.

It examines the past history, current trends and foreseeable directions, examines the impact changes may have on a specific issue

Modeling reports or ‘what if’ analyses- describe hypothetical situations- allow readers to examine the effects of different variables on existing conditions without undergoing the risks involved in implementing the steps.- -plausible scenarios- anticipate future effects


3. Experiment reports- reports that discuss experiments: objectives, controls, variables, equipment, materials, schedules, procedures, measurement criteria. Conclusions and recommendations are included

4. Investigation reports- are written after a particular event has occurred or a condition has developed. They rebuild the variables or events that led to the event or condition in order to determine the source of a problem – the outcome is a recommended course of preventive action

5. Literature reviews- survey existing literature, expert opinions, experiment results in order to yield a compendium of the available knowledge on a certain topic


Long reports have the following structure:Preliminary material1. Title page + blank sheet of paper2. Letter of authorisation (who authorises it and what purpose and

importance?)- letter3. Letter of transmittal (indicates who is the audience)-

letter/memo=a checklist of all the persons who will receive a copy

4. Table of contents- lower case Roman numerals 5. Synopsis or summaryBody of the report – Arabic numerals6. Introduction- reason for writing, purpose, methods for gathering

data, sources, definitions, brief discussion of the report organisation)

7. Body8. Conclusions (numbered statements)= the outcomes of the

presented data9. RecommendationsSupplementary material10. Bibliography11. Appendices


Requests for action: I should be greatful if.....

I should appreciate it if..

It would be appreciated if... Stating regulations: are to/ all employees are to wear / Expressing an order: Please ensure that all personnel

wear..

personnel must wear... Express a recommendation: sould /

It is recommended that the shift rotation system is/be/should be

modified

I (would)(would like) to recommend that we modify the shift rotation system

I (would)(would like) to recommend modifying /the modification of the

shift rotation system Irimiea- AML, Faculty of Letters, 2009 45

Subject heading Style Aim Identification of the readership Ordering the information Techniques of presentation Linking of information Focus Tone Sentence length Conclusion


Poynter, J., 1993, How to research and write a thesis in hospitality and tourism, John Wiley and Sons Inc., USA.

American Psychological Association, 2001, Publication Manual of the American Psychological Association, APA.

The Modern Language Association, Manual for Writing, University of Michigan Press.

Swales John M., Feak Christine B., 2004, Academic writing for graduate students, University of Michigan Press, 242-301.

Doherty Nichael, Lee Knap, S. Swift, 1997, Write for Business, CUP, 27-45.

Irimiea Silvia, 2000, Written and oral communication, in Written and Oral Communication, Mihaela Toader (Ed), Presa Universitara Clujana.

Irimiea Silvia, 2006, English for Tourism Managers, Presa Universitara Clujana.

Hamp-Lyons, L. and Heasley, B., 1991, Study Writing, CUP, Cambridge. Hamp-Lyons, L., & Kroll, B., 1997, TOEFL 2000- Writing: Composition,

Community and Assessment, Educational testing services. Sweeney Simon, 1997, English for Business Communication, CUP. Doherty Nichael, Lee Knap, S. Swift, 1997, Write for Business, CUP. Ferrier W. Mevor, 1970, English for Business, Pitman Publishing.


dr. irimiea silvia aml, faculty of letters, 2009 1

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