1. Handout 3: Written communication methods
PowerPoint presentation
Communication in a business environment
Handout 3: Written communication methods

2. Formal method communicating information.
Letters
Formal method communicating information.
Clearly structured and well-presented – reflect image of organisation.
Standard conventions exist.
Must be accurate.
Formal method communicating information
An important business method of formally communicating information, normally externally.
Clearly structured and well-presented – reflect image of organisation
They should be clearly structured with the detail of whom it is for, the date and the content well presented.
Standard conventions exist
eg the use of Dear Sir at the beginning and the use of yours faithfully or the use of Dear Mr ? and yours sincerely at the end.
Standard layouts such as blocked, semi blocked, indented.
Also house style for organisation regarding founts, formatting, etc.
Must be accurate
Care must be taken to ensure accuracy with spelling and grammar. 2

3. Example letter

4. Allows files to be attached.
Fast and cheap – needs a connection to the Internet and an address.
Allows files to be attached.
Messages can be saved (and attachments) in and out.
Only efficient mode of communication if Inbox checked regularly.
Care needs to be taken to avoided accidentally forwarded not-to-be-seen information to other recipients.
Needs to be accurate regarding spelling and grammar, with information logically structured.
Read messages twice before sending – it is easy to quickly dash off a message or reply which conveys the wrong message or tone. 4

5. email Advantages of email Disadvantages of email Speed
May be sent to many recipients
Documents may be attached
Cost effective
Allow both internal and external communication
Recipient does not have to be present to receive mail
Confidential to receiver’s account
Recipient may not pick up mail immediately
Content may be hastily sent
Sensitive information may accidentally be forwarded
Risk of virus spread
Junk mail/spam
Set up a system of folders to file and organise incoming s – that way you will be able to locate previous communications and information more easily.
If you find that your working day seems to be overtaken by responding to s, you may need to set aside set times for dealing with them, instead of allowing them to constantly interrupt your flow of work.
Whether you select letter or will depend on your organisation’s procedures and service standards.

6. Organisations usually monitor emails sent and received.
etiquette
Organisations usually monitor s sent and received.
Check the person you are sending the to is correct.
Placing all the text in capitals looks aggressive and is almost like SCREAMING at the recipient.
Always put the subject or topic in the subject box.
Never send confidential information by .
Often s can be sent accidentally to the wrong person through the automatic insertion of an address from the address book which you don’t check correctly before sending.
Always put the subject or topic in the subject box as this allows the recipient to get an idea of the likely content and makes it easier to find when filed.
Remember s can be forwarded on to others. 6

7. Used in large organisations with many departments, eg civil service.
Memos
Memos are internal, usually formal, documents that are sent to one or more members of staff.
Some staff are direct recipients of the correspondence while some are copied in.
Used in large organisations with many departments, eg civil service.
Standard conventions exist.
Standard conventions
Memo headings show To:, From:, Date: and Ref:
Memos do not usually have a complimentary close or the sender’s name at the end. 7

8. Standard conventions exist.
Facsimile – Fax
Standard conventions exist.
Usually a template or house style is used for format.
Standard conventions exist
Information to be included:
Details of sender and receiver
Details of sender’s and receiver’s telephone number
Date and time
Number of pages being sent
Subject.
Usually a template or house style is used for format – word processing packages usually have standard fax templates. 8

9. Text messaging
Increasingly, organisations are using text messaging as a form of communication with customers.
May be used to inform of promotions or to notify, for example, of delivery.
Such communications should be written in Standard English, not using the text abbreviations common in social use.
It should be borne in mind that not all mobile phone owners use text message, particularly in older age groups, and this method of communication should be confirmed as acceptable with the customer.

10. Researched information.
Reports
Researched information.
Clear structure – introduction, main body, summary.
Main body contains the findings supported by the evidence.
Summary of recommendations.
References and sources of information.
Researched information
Used to formally present information to others on a particular subject and the content will require to be researched thoroughly.
Clear structure
A report requires clear structuring with the purpose and summary of the content at the beginning.
The main body of the report contains the findings supported by the evidence
The findings need to be logical and clear, laid out in a concise and easy-to-follow way.
Summary of recommendations
The report should end with a summary of recommendations.
Reports must be accurate and written with their audience in mind. 10

11. Report structure Title page
The title of the report with the name of the person who wrote it and the date.
Contents page
Not necessary if the report is short; useful to list the paragraph headings and the pages on which they appear if report is long.
Terms of reference
Gives the background to the report – why it was written and what it is about, eg To report on filing equipment as requested by S Jones, Manager on (date).
Procedures
Explanation of the steps taken to gather the information.
Findings
Make sure your report progresses logically from one point to the next, with headings for each section.
Conclusion
Sum up the findings of the report.
Recommendation
On the basis of the information in Findings and Conclusions,
make recommendations for action (or perhaps for no action).