This document discusses effective written communication. It outlines the "C" characteristics of complete, clear, correct, concise, courteous and considerate communication. Guidelines are provided for writing emails, letters, memos and reports, including determining the goal and audience, organizing content, and following appropriate formatting conventions for each document type. Effective editing techniques are also discussed.

1. CHAPTER 8
SLIDE 1
CHAPTER
8 Written Communication
1 Effective Written Communication
2 Writing Effective Messages
3 Guides for E-Mail, Letters, Memos,
and Reports
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

2. CHAPTER 8
“C” Characteristics of SLIDE 2
Effective Communication
 Complete
 Clear
 Correct
 Concise AVAVA/Shutterstock.com
 Courteous
 Considerate
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

3. CHAPTER 8
SLIDE 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

4. CHAPTER 8
SLIDE 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

5. CHAPTER 8
SLIDE 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

6. CHAPTER 8
SLIDE 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

7. CHAPTER 8
SLIDE 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

8. CHAPTER 8
SLIDE 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

9. CHAPTER 8
SLIDE 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

10. CHAPTER 8
SLIDE 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

11. CHAPTER 8
SLIDE 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

12. CHAPTER 8
SLIDE 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

13. CHAPTER 8
SLIDE 13
E-Mail
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

14. CHAPTER 8
SLIDE 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

15. CHAPTER 8
SLIDE 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

16. CHAPTER 8
SLIDE 16
Memorandum
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

17. CHAPTER 8
SLIDE 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

18. CHAPTER 8
SLIDE 18
Letter Using Direct Approach
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

19. CHAPTER 8
SLIDE 19
Letter Using Indirect Approach
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

20. CHAPTER 8
SLIDE 20
Letter Using Persuasive Approach
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

21. CHAPTER 8
SLIDE 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

22. CHAPTER 8
SLIDE 22
Guidelines for Reports
 Conducting research
● Primary research
● Secondary research
 Evaluating information
 Documenting sources
Diego Cervo/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

23. CHAPTER 8
SLIDE 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

24. CHAPTER 8
SLIDE 24
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
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

25. CHAPTER 8
SLIDE 25
Tables and Graphics
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e