1. The Office Procedures and Technology
Chapter 4
Communicating in Written Form
Copyright© 2007 Thomson/South-Western

2. Purposes for Reading at Work
Learning about the company
Following instructions on forms
Using references/databases
Responding to inquiries
Other job duties
Topic 4-1 Reading and Writing at Work

3. Purposes for Reading at Work
Understanding instructions for equipment or software
Topic 4-1 Reading and Writing at Work

4. Comprehension Understanding what you have read
Practice techniques can improve skill
Focus
Sequence
Identify purpose
Draw a mental picture
Scan
Checkup
Summarize
Reread
Topic 4-1 Reading and Writing at Work

5. Vocabulary Words you know and understand
Determine meaning from context or by considering word parts
Check the meaning in a dictionary or other reference
Topic 4-1 Reading and Writing at Work

6. Speed Rate at which you read Improve reading rate with practice
Focus on an entire paragraph
Time your reading and set goals
Force yourself ahead as you read
Topic 4-1 Reading and Writing at Work

7. Writing at Work Communicating policies and procedures
Communicating plans or progress
Seeking or providing information
Sending messages to customers
Following up oral discussions
Editor: person who reviews written material to suggest changes in wording, organization, or content
Key Term
Topic 4-1 Reading and Writing at Work

8. Reviewing Writing for Others
Identify the writer’s purpose
Judge for effectiveness
Make candid suggestions
Use software features to track changes when editing documents
Topic 4-1 Reading and Writing at Work

9. Characteristics of Effective Writing
Clear
Concise
Courteous
Complete
Correct
Which message is clear, concise, and complete?
Topic 4-1 Reading and Writing at Work

10. Manage Writing Tasks Identify the purpose and secure information
Compose a draft
Draft: a rough or preliminary version of a message
Key Term
Review and revise
Prepare the final copy
Break large projects into small parts
Schedule time to complete each part
Topic 4-1 Reading and Writing at Work

11. Drafting Documents Consider the Purpose Message Audience
Desired response
All your travel needs can now be met through The Traveler Agency’s full range of travel services. As a frequent business traveler, you are eligible for special travel discount packages.
This message considers the audience by using the “you” approach
Topic 4-2 Business Correspondence

12. Revising Documents Consider Word choice Transitions
Order of content points
Consistency
Tone: a style or manner of writing that shows a certain attitude
Key Term
Topic 4-2 Business Correspondence

13. Proofreading Verify changes from the editing phase Use a spell checker
Complete a detailed manual check
Mark changes using proofreaders’ marks
Topic 4-2 Business Correspondence

14. Positive or Neutral Message
Use the direct approach
Present the main points
Give specific, complete information
Topic 4-2 Business Correspondence

15. Negative Message Build understanding for a negative response
State the negative news
Try to keep goodwill
Topic 4-2 Business Correspondence

16. Persuasive Message Gain the reader’s attention
Stimulate interest in the topic
Give an opportunity to act
Examples
Sales letters
Solicitation letters
Advertisements
Topic 4-2 Business Correspondence

17. Business Letters Formal type of written communication
Typically sent to someone outside the company
Create an impression of the writer and the company
Provide a long-lasting record of communication
Topic 4-2 Business Correspondence

18. Letter Parts Standard Optional Printed letterhead Mailing notation
Date
Attention and subject lines
Letter address
Enclosure and cover notations
Salutation
Copy notation
Body
Postscript
Complimentary close
Reference initials
Signature block
Multiple-page heading
Topic 4-2 Business Correspondence

19. Letter Formats Block Modified block All lines begin at the left margin
Open or mixed punctuation may be used
Modified block
Date, complimentary close, and signature block begin at the horizontal center point
Paragraphs may be indented 0.5 inch
Topic 4-2 Business Correspondence

20. Modified Block Letter Sample
Letterhead
Date
Letter address
Salutation
Body
Complimentary close
Name and title
Reference initials
Topic 4-2 Business Correspondence

21. Second-Page Heading Placed in header
Used to identify pages of a letter or memo
Heading includes:
Recipient’s name
Page number
Date
Topic 4-2 Business Correspondence

22. Envelopes Used for business letters or memos Letter address
Use all capital letters
Omit punctuation except in postal code
Return address
Use punctuation
Use traditional capitalization
Topic 4-2 Business Correspondence

23. Envelope Sample
4 inches
2 inches
Topic 4-2 Business Correspondence

24. Memos Informal business documents
Use instead of for confidential messages
Topic 4-2 Business Correspondence

25. E-mail Electronic transfer of messages
Appropriate for informal messages
Topic 4-2 Business Correspondence

26. Desktop Publishing Guidelines
Use consistency in the design
Use ample white space
Consider balance and contrast in the design
Use relevant artwork or photos
Limit the number of fonts in a document
Avoid widow lines
Obtain permission to use copyrighted material
Topic 4-2 Business Correspondence

27. Informational Reports
Based on data gathered in normal business operations
Can be in formal or informal style
Are often memo reports
Topic 4-3 Business Reports and Related Documents

28. Memo Report Sample
Topic 4-3 Business Reports and Related Documents

29. Analytical Reports Often complex and detailed Usually require research
Often written in a formal style
Topic 4-3 Business Reports and Related Documents

30. Unbound Report Sample Report title Body Side heading Long quotation
Topic 4-3 Business Reports and Related Documents

31. Unbound Report Page 2 Page number in header Pie chart
Topic 4-3 Business Reports and Related Documents

32. Writing Guidelines for Reports
Focus on the report purpose and audience
Plan the writing
Write a first draft and plan visuals
Revise text and finalize visuals
Present the report
Topic 4-3 Business Reports and Related Documents

33. Tables Summarize or compare data Should be self-explanatory
Simple tables might not contain column headings or totals
Topic 4-3 Business Reports and Related Documents

34. Graphs Data displayed in pictorial format
Easier to understand than blocks of numbers
Common formats
Pie
Line
Bar
A pie chart shows the relationship of a part to the whole
Topic 4-3 Business Reports and Related Documents

35. Focus On … Voice Recognition Systems
Convert voice into digital form for processing by computers
A practical alternative to keyboarding
Particularly useful for repetitive tasks
Increase office productivity
Topic 4-3 Business Reports and Related Documents