Module 4: Report Writing and Research Commentary Topics ResearchReports Research Research skills are important in both the academic and the work environment. During your career as a student, you have researched different subjects to gain knowledge. In the workplace, you may conduct research for numerous reasons, such as to determine the cost of new equipment, to gain an understanding of a technical term or concept, to summarize a procedure for your supervisor, or to uncover facts for a technical report. To keep up with changes in technology, it is imperative that you gain familiarity with all available research methods. In the past, people typically performed research at a library. Today, they turn to the World Wide Web; however, technical writers can conduct research through numerous channels. Personal interviews, e-mail questionnaires, and listservs (programs by which e-mail messages are sent to a mailing list go out to all those on that list) can provide valid research opportunities. Chances are, if you need to research a particular topic, your first source will be the Internet. There, you can find information from government organizations, academic institutions, commercial groups, and individuals. Remember, though, that not every site on the Web is a reliable source of information. Universities, for example, are more credible than obscure Web sites with a single author who lacks verifiable credentials. To conduct research on the Internet, follow these tips: · Look for Web sites that end in .gov, .org, and .edu. · For a .edu or other site, make sure you can find the author of the material. · Check the author's credentials and see if he or she is referenced in the field. · Find out whether the author has a bibliography or a works cited section, and check to ensure that his or her references are reputable (i.e., academic books, government journals, etc.). · See whether the Web page has a publication date, and when the last update occurred. · If you can't locate the origins of a Web page or its author, be aware that you may not have found a credible source. Many groups, including federal agencies, offer online indexes and databases. These are generally broken down by subject matter (such as MEDLINE from the Community of Science (COS), which offers medical journals and health publications; or ERIC from the Institute of Education Sciences (IES) of the U.S. Department of Education, which provides literature on education from journals and other sources). Within each of these databases, you can drill down to relevant research materials by entering specific search requirements. UMUC's Information and Library Services Web site provides a wealth of up-to-date online indexes. You can also find this link in the Toolkit section of this course, if you would like to use it for your reference. The type of research you'll perform will be determined by your audience and purpose. For example, if your supervisor wants you to report on the latest trends and de ...

1. Module 4: Report Writing and Research
Commentary
Topics
ResearchReports
Research
Research skills are important in both the academic and the work
environment. During your career as a student, you have
researched different subjects to gain knowledge. In the
workplace, you may conduct research for numerous reasons,
such as to determine the cost of new equipment, to gain an
understanding of a technical term or concept, to summarize a
procedure for your supervisor, or to uncover facts for a
technical report.
To keep up with changes in technology, it is imperative that you
gain familiarity with all available research methods. In the past,
people typically performed research at a library. Today, they
turn to the World Wide Web; however, technical writers can
conduct research through numerous channels. Personal
interviews, e-mail questionnaires, and listservs (programs by
which e-mail messages are sent to a mailing list go out to all
those on that list) can provide valid research opportunities.
Chances are, if you need to research a particular topic, your
first source will be the Internet. There, you can find information
from government organizations, academic institutions,
commercial groups, and individuals. Remember, though, that
not every site on the Web is a reliable source of information.
Universities, for example, are more credible than obscure Web
sites with a single author who lacks verifiable credentials. To
conduct research on the Internet, follow these tips:
· Look for Web sites that end in .gov, .org, and .edu.
· For a .edu or other site, make sure you can find the author of
the material.
· Check the author's credentials and see if he or she is

2. referenced in the field.
· Find out whether the author has a bibliography or a works
cited section, and check to ensure that his or her references are
reputable (i.e., academic books, government journals, etc.).
· See whether the Web page has a publication date, and when
the last update occurred.
· If you can't locate the origins of a Web page or its author, be
aware that you may not have found a credible source.
Many groups, including federal agencies, offer online indexes
and databases. These are generally broken down by subject
matter (such as MEDLINE from the Community of Science
(COS), which offers medical journals and health publications;
or ERIC from the Institute of Education Sciences (IES) of the
U.S. Department of Education, which provides literature on
education from journals and other sources). Within each of
these databases, you can drill down to relevant research
materials by entering specific search requirements.
UMUC's Information and Library Services Web site provides a
wealth of up-to-date online indexes. You can also find this link
in the Toolkit section of this course, if you would like to use it
for your reference.
The type of research you'll perform will be determined by your
audience and purpose. For example, if your supervisor wants
you to report on the latest trends and developments in
telecommuting, you might start with a database search for
relevant periodical articles on the topic. You may also type
keywords into Google or Ask.com and follow the leads that
seem promising. If your supervisor wants to know the
feasibility of implementing telecommuting as an option within
your company, you might begin your research by creating a list
of questions to ask your Human Resources department. You
might interview your management team and survey employees
to gather data and opinions. You would integrate your sources
into your report by quoting, paraphrasing, and summarizing.
Giving Credit
Every time you use a source for research, including colleagues

3. and other interviewees, you need to give credit to the source.
You must also provide a source for graphics, if you use images
you did not create yourself. Depending on the style guide you
use, you may provide one or more of the following:
· in-text citations in parentheses
· footnotes
· endnotes
· a reference, works cited, or bibliography section
In most technical fields, the American Psychological
Association (APA) style is the preferred documentation method.
In medical and scientific fields, the American Medical
Association (AMA) and the Council of Science Editors (CSE)
style guides are the standards. Depending on your field, you
may also use the Modern Language Association (MLA) guide or
the Chicago Manual of Style.
Table 4.1 shows links where you can access these style guides
or find out how to obtain them. You can also find these links in
the Toolkit section of this course, if you would like to use them
for your reference. Sometimes, conducting an online search for
a style guide will yield academic Web sites with relevant
information.
Table 4.1
Style Guides
Purpose
Organization or Source
Web site
Technical writing
American Psychological Association (APA)
Online APA Style Guide
Medical writing
American Medical Association (AMA)
AMA Web site
Scientific writing
Council of Science Editors (CSE)
Online CSE Guide for Citations (click on the last three links)
General/literary writing

4. Modern Language Association (MLA)
MLA Web site
General/literary writing; useful for a wide range of editorial
questions and concerns
Chicago Manual of Style
Chicago ManualWeb site
Remember that the sources you use should support or refute
your ideas. Your research should not replace your thoughts;
rather, it should enhance them or provide validity. Use direct
quotes sparingly unless your report relies heavily on interviews.
Twenty-five words is considered the limit for one quote. When
you quote, copy the source word-for-word and note it directly
after the quote with an in-text citation or a footnote. Remember
to place the quote in quotation marks. This step can be easily
forgotten!
To avoid numerous quotes, you can paraphrase a source. When
paraphrasing, rewrite the original information, varying both the
words and the sentence structure. Do not include additional
information. Be sure to cite the source immediately after the
paraphrase, in the same manner as you would a quote.
If you need to incorporate longer secondary source material into
your document, it may be best to summarize it. Your supervisor
might ask you to review information in numerous reports, and to
give a short account of what you have read. When you
summarize, remember to write the original information in your
own words and to make it as succinct as possible. Try to sum up
an entire report in no more than a short paragraph with a
citation.
Reports
Think about why we read reports. We want to stay informed
about a particular topic in our field, to make a decision, to make
an effective presentation, and/or to justify an action. When
writing a report, we adapt the content and style to our
audience's needs.
Types of reports include
· meeting minutes, to record discussions, actions, and results of

5. a meeting
· status or progress reports, to update others on how projects are
coming along, and to alert others to potential problems
· feasibility or evaluation reports, to assess various solutions,
equipment, and personnel
· recommendations, to suggest solutions to a problem or optimal
courses of action
· trip summaries, to report on discussions, actions, and results
of business trips
· lab reports, to record the results of laboratory work
· incident/hazard/accident reports, to describe events, identify
their causes and results, and reveal possible findings and/or
solutions
These and other reports all fall under the categories of the two
basic types of report: the short report (or memo report), and
the long report (or formal or research report). All reports, like
all letters, essays, and articles, have three main parts, including
· abstract, or summary
· body, or discussion section
· conclusion/recommendation
Long reports may have many more components; however, they
still retain this basic structure.
A short report may address one person or several, and is
typically written to an internal audience (within your company).
Generally, longer reports are written for a variety of people who
have disparate backgrounds and varying reasons for reading the
report.
Think of the needs you would have to meet with a long report,
such as a study on the benefits of incorporating an employee
wellness plan, written to a client. Your client might send the
report to his or her Human Resources department, to
supervisors, and to a middle management team to gather
feedback. How could you address the needs of these readers?
You could write a background section for the supervisors
explaining why competing companies have incorporated
wellness plans. You might include clear definitions for the

6. middle managers. You could add a section letting Human
Resources know what its role would be in implementing such a
plan. You would need to use headers to direct your readers to
the sections of the report that would most interest them.
Many reports also contain graphics to break down information
for readers. You can display percentages and facts in a table or
graph. Be sure to number and label all graphics and to reference
those graphics within the body of your report. Only use graphics
that have a clear purpose and that support the content of your
report. Graphics should not serve as decorations.
Short Report Organization
Clear organization is key to providing a roadmap for your
readers. Four common types of organization are
1. classification
2. chronological organization
3. cause-and-effect
4. compare-and-contrast
Classification, or the grouping of items according to their
qualities, is a common organization tool. If you were
rearranging your closet, you might put shoes, pants, and shirts
in different areas. You might even separate those items into
smaller categories, such as running shoes, work shoes, dress
shoes, beach shoes, etc. If you were writing a report on Atlanta
as a destination for a conference, you might also separate your
subjects, as shown in figure 4.1:
Figure 4.1
Classification Report Structure
I. Possible Hotels
A. Wyatt Hotel
B. Georgia Inn
C. Peachtree Convention Center
II. Possible Restaurants
A. Catfish Tavern
B. Lucy's
C. Green Light
III. Possible Entertainment

7. A. Ryder string quartet
B. Delaney's jazz band
and so on. You can use this type of structure even if you are
discussing different items without any further breakdown in
classification.
A chronological organization may work best for such documents
as meeting minutes, timelines, or project
schedules. Chronological organization requires you to segment
information in increments of time or in order of occurrence. If
you worked for a theater company, you might use a structure
similar to that in figure 4.2 to record minutes at a meeting:
Figure 4.2
Chronological Report Structure
9:30 started meeting
9:35 planned seasonal budget
9:50 discussed hiring of new lighting designer
10:10 took coffee break
10:15 discussed problem with sound quality
and so on.
A cause-and-effect structure shows how various events occurred
or will occur. This type of organization can be used when
reporting a problem. For example, if a poorly trained customer
representative is causing numerous complaints, your boss might
ask you to prepare a report on the situation. You might describe
a skill the representative lacked, and then list examples of the
type of complaint it caused, with examples. You would repeat
this pattern until you exhausted the list of skills, or until you
made your point. You might use the approach shown in figure
4.3:
Figure 4.3
Cause-and-Effect Report Structure
Representative A lacks the skill of diplomacy. This has caused
the following complaints:
· He insulted Client A.
· He didn't apologize to Client B. about the late work service,
resulting in a tense telephone exchange.

8. · He shouted at Client C.
Representative A is often late. This has caused the following
problems:
· Client D's equipment went without repairs for a month.
· Client E called five times for help with a problem.
and so on.
A compare-and-contrast structure analyzes different items or
ideas, showing which features are superior. This type of
organization can be useful in reports that evaluate equipment or
give recommendations. Generally, you would group items either
by criteria or by alternative. If you were evaluating two types of
laptops for your field agents, the criteria would be the relevant
features of the laptops, and the alternatives would be the laptops
themselves. Before starting your report, you would need to
determine which features of the laptops were important enough
to analyze. Your agents might identify monitor size, battery
life, and weight as the most important aspects of a laptop. Your
supervisor might cite cost as the decision-making factor. Your
organization structure would look like either figure 4.4 (by
alternative) or figure 4.5 (by criteria):
Figure 4.4
Compare-and-Contrast Report Structure, by Alternative
IBM ThinkPAD X40
· Monitor size
· Battery life
· Weight
· Cost
Dell Latitude D620
· Monitor size
· Battery life
· Weight
· Cost
Figure 4.5
Compare-and-Contrast Report Structure, by Criteria
Monitor Size
· IBM ThinkPAD X40

9. · Dell Latitude D620
Battery Life
· IBM ThinkPAD X40
· Dell Latitude D620
Weight
· IBM ThinkPAD X40
· Dell Latitude D620
Cost
· IBM ThinkPAD X40
· Dell Latitude D620
You can use tables in this type of report to make information
easy to understand at a glance. Tables 4.2 and 4.3 show how
you can accomplish this:
Table 4.2
Compare-and-Contrast Table, by Alternative
IBM ThinkPAD X40
Dell Latitude D620
Monitor size
Monitor size
Battery life
Battery life
Weight
Weight
Cost
Cost
Table 4.3
Compare-and-Contrast Table, by Criteria
Monitor Size
Battery Life
Weight
Cost
IBM ThinkPAD X40
IBM ThinkPAD X40
IBM ThinkPAD X40
IBM ThinkPAD X40
Dell Latitude D620

10. Dell Latitude D620
Dell Latitude D620
Dell Latitude D620
Figure 4.6 shows a short report with poor organization. Scroll
your mouse over the numbers to see the ways in which it could
be improved.
Figure 4.6
Poorly Organized Short Report
From: Moyo Tutu, principal investigator, Mission Systems
To: Yung Chong, senior executive, Mission Systems
Date: 04/06/06
RE: My Trip Report 1
In accordance with your wishes to be kept informed 2 of
developments in the field of computer software, I am filing the
following trip report covering my recent visit to T-Data
corporate headquarters at 55 Logan Circle, Salt Lake City,
Utah. Although my flight from Cleveland left an hour late (at
10:05 a.m.), I got to Salt Lake City (after changing planes in
Dallas) by 12:00 p.m. noon last Weds. 3 After lunch (see my
expense records), I went out to the T-Data headquarters, where I
was met by Guy DeFalco around 1:30 p.m. He is one of T-Data's
best marketing representatives. Guy showed me their newest
line of word processing and file management
software. 4 Although I was impressed by the speed and
simplicity of the new HyperText package and its ability to mesh
with other software, I found the FileSort file management
program to be slower and harder to use than our present
FilePlan system. 5 HyperText has a lot of layout functions that
are easy to use, and we could make good use of it if we decided
to go to desktop publishing in the future, especially for our use
in-house. We could use it to create things like company
newsletters and promotional brochures. 6
My initial look at T-Data's software line took up most of my
time that afternoon, but at 3:00 p.m., I did get to take a glimpse
of one of their latest developments in computer hardware: a
mini with wireless capability. This is what we are looking for if

11. we want to interface our mainframe with our micros. For your
information, the model number on this new minicomputer is
WW EZ 123. 7 It could be the hardware we are looking for to
replace our rapidly aging HP processors—the ones that are used
in our accounts receivable offices. One other thing might be
worth mentioning here: T-Data is offering a substantial discount
to new corporate customers who are willing to replace their
present line of micro processors with T-Data hardware. They'll
cut by 50%. This, by the way, is the best offer I have seen in the
past 6 months. 8
Moyo 9
Click on the pop-up below to discuss how you would organize
this report differently.
Think About It 4.1: Organizing the Report
For contrast, look at figure 4.7, which shows an improved
version of the same report. Scroll your mouse over the numbers
to find out why it is superior to the report in figure 4.6.
Figure 4.7
Organized Short Report
From: Moyo Tutu, principal investigator, Mission Systems 1
To: Yung Chong, senior executive, Mission Systems
Date: 04/06/06
RE: Evaluation of T-Data's Software and Hardware Products 2
ABSTRACT 3
I visited the T-Data headquarters in Salt Lake City, Utah on
4/1/06 to evaluate software and hardware products. One of T-
Data's leading marketing representatives, Guy DeFalco, showed
me their newest line of word processing and file management
software, as well as their minicomputer. T-Data's word
processing package and minicomputer would be valuable to our
organization. T-Data is offering a 50 percent discount 4 on their
minis.
NEW PRODUCTS1
The bulk of my time was spent in evaluating T-Data's new word
processing and file management software. However, I also had

12. the opportunity to look at their latest developments in computer
hardware.
Word Processing5
The new HyperText package is a quick, easy-to-use word
processor that meshes well with other software. This package
also has layout functions that would be beneficial if we decided
to go to desktop publishing. Our house organizations could use
this feature to create company newsletters and promotional
brochures.
File Management 5
The FileSort program is slower and harder to use than our
present FilePlan system. FileSort took twice as long to upload
an 800-megabyte file as our software, and I found it difficult to
navigate the system hierarchy.
Computing 5
The WW EZ 123 minicomputer is an excellent candidate for
replacing the rapidly aging HP processors in our accounts
receivable offices. The mini's wireless capability also makes it a
candidate for interfacing our mainframe with our micros. As an
added incentive, T-Data is offering a 50 percent discount 6 to
new corporate customers who are willing to replace their
present line of microprocessors with T-Data hardware.
RECOMMENDATIONS1
We should not pursue T-Data's FileSort program; however, I
believe that we should further evaluate and consider the
following T-Data products: 7
· HyperText – A quick, easy-to-use word processor with layout
functions
· WW EZ 123 minicomputer – A wireless mini for accounts
receivable
T-Data's offer to reduce the cost of the WW EZ 123
minicomputer by 50 percent 6 makes this the best proposal I
have seen in the past six months.
Long Reports
Before you begin writing a long report, you need to do your
homework. Regardless of whether your subject has been

13. determined for you, or whether you have decided what you need
to write about, be sure to analyze your audience. Long reports
are often read by numerous readers; think about each person's
needs, education, level of expertise, reasons for reading the
report, etc.
Think of your primary audience first. Your primary audience is
made up of the folks who will make decisions based on your
report. Your secondary audience is made up of those people
who will be affected by the actions of the primary readers. If
you were writing a long report evaluating laptops for field
agents, your primary audience would be the supervisor who
controls the budget and who has the final say over the decision.
You would need to make sure that the supervisor knew the
bottom line of each purchase. The secondary audience would
include those field agents who would use the new laptops on a
daily basis. The agents would be much more concerned about
the functionality of the laptops than about the cost.
When writing a long report, perform research as necessary.
First, find out whether your organization has already compiled
research on the subject. This type of information-gathering is
known as secondary research. Review existing documents,
determine whether you still need information, and conduct
additional research as needed. New research you perform is
called primary research.
Brainstorm your report by asking the journalistic
questions who, what, where, when, why, and how. Then, think
of how to structure your report. If you are comparing the two
laptops, make lists of the pros and cons of each system; if you
are proposing changes to a process, explain why first, and then
list possible changes.
A formal report is comprised of front matter, a body/discussion,
and back matter. These sections contain several components:
I. Front matter
· transmittal letter or memo
· cover page
· abstract

14. · table of contents
· list of figures (optional)
II. Body/discussion
· introduction
· scope
· presentation and discussion of facts
· conclusion
· recommendations (optional)
III. Back matter
· works cited
· glossary of terms
· appendices
We elaborate on these components below.
Front Matter
Front matter introduces the main topics of the report and leads
the reader to the body or discussion. Below, we discuss each of
the components of front matter.
Transmittal Letter or Memo
Always send out long reports with a transmittal letter or memo.
If the report is going outside the company, format the
transmittal as a letter; if it is staying within the company,
format the transmittal as a memo. In either case, the transmittal
basically states, "Here is the report I promised to write." The
letter or memo is generally one page; it briefly discusses the
purpose of the report, and includes contact information.
Conclude the transmittal by politely stating what you would like
your readers to do after reviewing the report, i.e., "Please call
my assistant to set up a meeting to discuss our findings."
Cover Page
Your cover page should look professional. It may contain your
company's logo or a graphic relevant to the report. Do not place
annoying clipart on the cover page to "dress it up." If you are
going to use a graphic, it should lend meaning to the report. If it
does not, omit it. At a minimum, your cover page should contain
the title of the report, the main readers' names, and your name,
along with those of anyone else who helped prepare the

15. document. It should also include a date, and may list a version
number.
Abstract
There are two types of abstracts: descriptive and informative.
A descriptive abstract is similar to a summary, in which you
condense the discussion section of your report. An informative
abstract differs from a descriptive abstract in that it states the
results of the report. An informative abstract provides data as
well as information, and includes your concluding ideas and
recommendations.
Your abstract will help your readers determine whether they
want or need to read your entire report, or whether they should
route your report to someone else. For this reason, the abstract
should be able to stand on its own. Keep in mind that your
report is not a mystery novel; it should not build up to a
surprising conclusion. You should "give away" all the important
facts up front. Provide significant details in your abstract, such
as how long it will take to complete a contract, how much new
equipment will cost, how many work hours are needed to win a
proposal, etc. If you are not sure which type of abstract to
write, create an informative one.
You cannot begin your abstract until you complete the report,
for the sheer reason that it is impossible to summarize what you
have not yet written. Click on the pop-up below to see if you
can distinguish a descriptive from an informative abstract.
Think About This 4.2: Abstracts
Table of Contents and List of Figures
The front matter should also contain a table of contents and a
list of figures, if necessary. These guide your readers through
the report and let them know what to expect. They also give
your audience an easy way to locate specific information.
Body/Discussion
The body makes up the bulk of the report and contains all the
information relevant to the readers. It should be as long as it
needs to be to get the main points across, but should not be

16. padded with fanciful language or unnecessary anecdotes. Below,
we discuss each of the components of the body/discussion.
Introduction
Your introduction is the first section of the body of your report.
It differs from the abstract in that it acquaints your readers with
the main themes of your report without providing a summary.
The introduction should identify the main problem or topic, the
purpose of the report, and the key factors involved. For
example, an introduction to the laptop evaluation report would
need to mention the items evaluated (the two types of laptops),
why the equipment is being evaluated (because supervisor Fran
Kennedy wants to upgrade 800 field examiners' systems), and
how the equipment is being evaluated (through a comparison of
monitor size, battery life, weight, and cost).
Scope
In the scope section of a report, you state what factors are
included in the report and what issues are not discussed. Break
your information down into categories such as project goals,
deadlines, money, equipment, work hours, etc. Also include any
limitations to your work: "This comparison of the IBM
ThinkPAD X40 and the Dell Latitude D620 presents an analysis
of four major features of each laptop; however, this report does
not contain information about any other laptop." You may want
to provide a description of the people who helped create or
contribute to the report, naming the organizations they
represent. You might also include a "roadmap" of the report, in
which you explain to your readers how many sections the report
contains as well as the information that can be found in each
section.
Presentation and Discussion of Facts
When organizing your report, be sure to provide background
information for readers who may need additional information.
You might, for example, include a review of previous research
in a background section. Is there a timeline of events that your
readers will want to see? Does your audience need to know your
rationale for writing the report?

17. To construct the main body of your report, employ one of the
modes of organization, such as classification, chronological
organization, cause-and-effect, and compare-and-contrast, or
perhaps a combination of two or more. Reporters use a
journalistic, or inverted pyramid, style. They provide the most
important facts first, with the least important at the end of the
article. Whatever organizational structure you choose, make
good use of headings and subheadings. Instead of titling parts of
your report with their generic names
(Introduction, Scope, Body, etc.), use meaningful headings such
as shown in the sample report outline in figure 4.8:
Figure 4.8
Specific Headings
1. Field Examiners' Work Requirements
1.1 Overseas
1.2 In the U.S.
2. Laptop Features Breakdown
2.1. Dell Latitude D620 Review
2.2. IBM ThinkPAD X40 Review
3. Laptop Price Breakdown
3.1. Dell Latitude D620 Review
3.2. IBM ThinkPAD X40 Review
Conclusion and Recommendations
Most reports conclude with either a summary to highlight the
important information in the report, and/or a recommendation to
suggest how to solve a problem or make an improvement. Many
reports employ a mix of these.
Regardless of how you conclude your report, it needs to provide
some meaning to the report, and it should be brief. Figure 4.9
shows the conclusion of a report evaluating laptops. Scroll your
mouse over the numbers to see what the author has done to
make it an effective end to the main body of the report.
Figure 4.9
Report Conclusion
To perform their work effectively, the field examiners must
have dependable, sturdy, and lightweight laptops. 1 In addition,

18. they need laptops powerful enough to handle a vast array of
complex formulas and spreadsheets, as well as financial
auditing software to assist them in determining whether the
institutions are meeting OTS guidelines for safety and
soundness. 2Having researched the IBM ThinkPad X40 and Dell
Latitude D620, I recommend buying the Dell Latitude D620 for
the OTS examiners. 3
Although the IBM has weight, keyboard, and battery advantages
over the Dell, the Dell has the overall advantage in computer
processor power, disk space, RAM, wide screen format, multi-
level data security, battery life, rapid battery charge time, and
wireless and broadband technologies. 4 In addition, the Dell
laptop costs $200 to $400 less than the IBM ThinkPad. 4 The
savings associated with the purchase of the Dell will be even
greater because OTS is an existing Dell customer, and qualifies
for a bulk rate discount. 4 The Dell has just about everything
the field examiners need to perform their duties. Additionally,
the Dell has the new wireless and broadband technologies
already built in, 4 which will prevent us from incurring costs if
we develop the overseas market and/or go wireless. 5
Back Matter
The back matter of a report starts on the page after the
conclusion. Below, we discuss each of the components of back
matter.
Works Cited
In the works cited or references page, you list all the sources
you used for research or for quotations as you composed the
report. Using the APA, CSE, AMA, Chicago, or MLA style, be
sure to reference all books, journals, newspapers, Web sites,
and other source of information. Alphabetize your references,
and include a double space between each listing.
Glossary of Terms
Include a glossary of terms for those readers who may need a
refresher or further explanation of technical terms. Alphabetize
this list, and include a double space between each listing. Keep
in mind that some workplaces prefer the glossary at the

19. beginning of the report rather than at the end.
Appendices
Use appendices to provide supplemental information for your
readers. For instance, if you interviewed the field examiners to
determine their work needs for a laptop, you might want to list
your interview questions along with the results you gathered in
an appendix. Materials for appendices include brochures,
questionnaires, previous reports, maps, illustrations, etc. This
material is generally not discussed in the report itself, though
you should refer your readers to appendices whenever
appropriate: "For completed field examiners' questionnaires, see
Appendix A." Label each appendix with a letter (i.e., Appendix
B, Appendix C), and number the pages accordingly (i.e., B-1, C-
1, etc.).
In figure 4.10, you can see the various components of a long
report. Put the components in the correct category in the table,
in the order in which they should appear. Correct answers will
stick.
Module 5: Presentations
Commentary
Topics
PresentationsOrganizationVisual AidsConclusion
Presentations
At some point in your career, you will need to prepare a
presentation. In the workplace, it is rare to memorize pages of
text or to read a manuscript word-for-word. The most common
form of presentation is an extemporaneous speech, or a brief,

20. informal description of a process or a project you are working
on. You can also make a formal presentation that involves
following an outline and using visual aids, such as PowerPoint
slides or handouts. This type of presentation is normally
rehearsed in advance. In this module, we focus on formal
presentations. Whether your talk is slotted for five minutes or
an hour, you'll need to carefully plan your message and analyze
your audience.
Audience Needs
Think about the individuals you encounter in your professional
life. Chances are, you'll find yourself making a presentation to
these folks. Just as you analyze your audience before writing a
communication piece, you'll want to plan your presentation to
meet the needs of those who will see it. People may come to
your talk with different technical skills, educational
backgrounds, and experience levels. The more you know about
your audience members, the better you can tailor your
presentation to suit their requirements.
Audiences can range from a group of peers to a gathering of
professionals from other industries to a selection of clients who
know little about your field. Think of your participants' level of
involvement in the issues you will discuss, what they will do
with the information you present, and how they most likely
view your topic. Think about the type of presentation your
audience members expect (long, brief, detailed, informal,
formal), what they know about your subject, and what they want
to know.
Once you analyze your audience, you'll have a better idea of
how to open your presentation, organize your information,
present visual aids, clarify jargon, and prepare for feedback. By
answering the audience analysis questions from module 2, you'll
have a solid understanding of the needs of your participants.
You can find these questions in the Toolkit section of this
course. After you have evaluated your audience, you'll want to
determine the main purpose of your presentation.
Presentation Purpose

21. What is the purpose of your presentation? Has a coworker asked
you to present a seminar about how to use Visio to document a
change process in the workplace? Are you an engineer who has
been asked by a new customer to demonstrate how a wire
stripper functions? Are you a middle manager trying to
convince your supervisor to purchase cellular phones for your
account representatives?
Presentations vary from training sessions to persuasive speeches
to demonstrations to informative talks. You'll need to establish
your purpose to determine the tone you will use and the ways in
which you will achieve your goal.
If you are presenting for a training session, you'll need to
follow an exact sequence and be prepared to answer numerous
questions. If you are presenting a proposal for the purchase of
cellular phones, you'll want to include visual aids showing a
comparison of different models and a list of features and prices.
Just like a report, your presentation needs a purpose statement
that lets your audience know exactly what you plan to discuss.
Then, you can focus on organizing your presentation.
Organization
Just like each type of technical communication we have
examined, a formal presentation consists of an introduction
(opening), body (discussion), and conclusion (closing). You'll
want to create an outline of each of these sections to keep your
talk focused and organized.
Introduction
Your introduction needs to capture your audience's attention. It
is crucial to your presentation, and sets the tone for the entire
session. If you sound nervous or confused at the beginning of
your talk, you may find it difficult to gain your audience's
confidence. Conversely, if you connect with your listeners and
break the ice, they will be more likely to listen to what you
have to say.
You can use a variety of ways to begin your presentation. Make
eye contact with your audience. Begin with an anecdote, or
thank the participants for coming. Some presenters like to lead

22. with a quote or a joke, some prefer to start with a list of facts,
and others may open with a question to engage the audience's
attention: "How much time do you spend writing and reading e-
mail messages on a daily basis? It may shock you to learn. . ."
However you plan to open your presentation, be sure to rehearse
to ensure a successful delivery.
Next, you'll want to deliver your purpose statement and present
an overview of key points. Remember that your audience
members may not have the means or the time to read a transcript
of your presentation, so be sure to limit the number of points so
as to not overwhelm them.
The following case study highlights the need for a strong
introduction. Read the scenario and think of how you would
introduce the presentation. In the pop-up below, discuss how
you would begin, what would be your purpose statement, and
what would constitute your key points.
Figure 5.1
Security Trouble at New Beta Company:
Presenting Your Case
You work for New Beta Company, a small organization that
hosts Web sites. You enjoy your job, but you are afraid that
your customers are at serious risk. The organization has no
security or data protection in place to safeguard their Web sites.
Although your supervisors don't consider this a problem, you
know that New Beta Company is poised to lose clients and
reputation because of its lack of security.
You have put together a presentation to explain to your bosses
why New Beta Company should implement a security system.
Your speech focuses on the need to purchase and install a
firewall server, to perform backups via patches and KDE Disk
archiver (KDar), and to document all security processes. The
one part of the presentation you haven't yet planned is your
introduction. You are now thinking of how to create a strong
opener to grab your audience's attention.
Click on the pop-up below to plan your introduction.

23. Think About It 5.1: Planning the Introduction
Body
Organize the body of your presentation so that your audience
can follow your ideas easily. Provide details to support your
purpose statement and your key points. Use the same
organizational approaches you would use in writing
(classification, chronological organization, compare-and-
contrast, cause-and-effect). If you establish a structure and
make that structure clear to your audience, you will help your
listeners understand the main topics and subtopics. Unless you
are using handouts, your audience members will be listening
and not reading. Because they will not be able to review what
you have said, you'll need to explicitly identify your main
topics and ideas.
As in technical writing, use direct and clear language. Make
your presentation as short and as simple as possible. Remember
to emphasize sequence by using phrases such
as first, second, next, finally, etc. This will help your audience
to understand the direction of your presentation. Include
summaries and conclusions at the end of each major discussion
point.
When you organize your presentation, think of topics about
which your audience may want additional information, or issues
on which your listeners might express doubt or concern.
Stimulate thought by asking questions throughout your
presentation, or by involving the participants in activities.
Conclusion
Don't neglect the importance of a real conclusion, or closing.
Your conclusion is your last chance to leave the audience with a
positive impression of you and your presentation. In your
conclusion, summarize the main topics and state how your work
relates to the issues you have raised. Let your listeners know
how they should use the information you have just presented. If
additional steps need to be taken, outline those steps for your
audience. Be sure to end on a positive note, and to keep your
tone upbeat.

24. Be prepared to field questions during your conclusion. If you do
not know how to answer a query, do not fake a response. State
that you are unsure, but that you will research the situation and
get back to the person. Maintain a sense of humor during the
question-and-answer process; listeners may air grievances,
express frustrations, or take up time with long-winded and
irrelevant remarks. Do not take criticism personally. Turn your
full attention on each questioner, maintaining eye contact and
reassuring the person that you understand what he or she is
saying, even if you do not have a ready solution.
Visual Aids
Visual aids are powerful tools that can improve understanding
of your ideas and add credibility to your work. These aids help
your audience focus on your message, and enhance retention of
the topic. Whether you use a whiteboard, a PowerPoint
presentation, or transparencies, be sure to smoothly integrate
your visual aids into your speech. Keep in mind that, while
visual aids may add to your presentation, they should not
become the presentation.
Visual aids can include
· posters
· flip charts
· chalkboards
· whiteboards
· transparencies
· handouts
· films, videotapes, DVDs, laser disks, audio tapes, or CD-
ROMs
· physical objects, such as props or models
· computer presentations, such as PowerPoint slides or Excel
spreadsheets
As you can see, visual aids range from simple posters to
expensive multimedia displays. Select your media according to
your audience, your budget, and your capabilities. Keep in mind
that the more technology you employ, the more time you will
need to ensure that the equipment is functioning properly. It

25. may help to have an assistant on hand to run computer
presentations or pass out handouts.
Visual aids can illustrate a multitude of concepts. If you are
presenting data to your audience, choose a table, graph, or
chart. If you are showing steps or features of a product, use
slides with numbered or bulleted lists. You can also show an
outline of your presentation, broken down into key topics. You
may want to use visual aids to define important and relevant
terms. If you are explaining how a particular item or object
functions, you can bring in a model, photograph, or drawing of
the item.
If you include visual aids in your presentation, describe and
reference each aid. Use graphics and items that are relevant to
your purpose statement. Do not just display images for the sake
of having something to show your audience. Only use clip art if
it adds substance to your presentation.
When creating visual aids, keep in mind the elements of
document design. Simplicity is key. A visual aid should look
balanced and pleasing to the eye. Use consistent design
elements to unify the appearance of your visual aids. Do not
confuse your audience with a blizzard of fonts, styles, and
colors. When working in PowerPoint, use the master template to
ensure consistent font treatment.
PowerPoint Slides
PowerPoint is one of the most powerful presentation design
programs. It appears frequently in the workplace because it is
easy-to-use, portable, and economical. If you are creating
PowerPoint slides to enhance your presentation, keep the
following tips in mind:
· Title each slide, and list key points.
· Use a consistent style.
· Balance text and graphics.
· Use the spell-checker.
· Cite your references correctly.
· Use visual effects sparingly. They should enhance your
presentation; not distract from it.

26. · Do not use more than three font styles.
· Do not use more than seven lines of text per slide.
· Use a simple and clean typeface.
· Use slides to show information best presented visually. Do not
use them to display the words you are speaking, but to illustrate
key points, data, statistics, figures, etc.
The PowerPoint slides below show widely different styles.
Review the slides, then determine which are successful and
which are not. Click on the pop-ups to explain your answers.
Figure 5.2
Presentation Tips
Think About It 5.2: Presentation Tips Slide
Figure 5.3
Readability Tips
Think About It 5.3: Readability Tips Slide
Figure 5.4
Presentation Paragraph
Think About It 5.4: Presentation Paragraph Slide
Conclusion
If you need further help in creating a presentation,
the Toastmasters International Web site can assist you. You can
also find this link in the Toolkit section of this course, if you
would like to use it for your reference.
By now, you have learned much about how to write various
documents for the workplace, and how to give a successful
presentation. Practice will help you become a better writer; so
will proofreading. When in doubt, it can help to have a
colleague read or view your work to give you feedback. The
Toolkit section of this course has many resources to assist you
in current and future projects. You may print them for your

27. reference.