1. Documentation to support the business environment

2. Outcomes Understand and identify the purpose of documentation to support the business environment including letters, agendas, minutes, reports

3. Business Letter The business letter is a form of formal written communication. Formal communication means that the letter should conform to established professional rules, standards and processes. It should avoid using casual or slang terminology.

4. Internal letters Formal communication letters used within a business. Their direction can be: a) downward where information moves from higher management to subordinate employees b) upward where information moves from employees to management c) horizontal where information is shared between peers.

5. External letters Formal letters used for communicating with the people outside of a business. Examples: Communicating with clients / suppliers Proposing a course of action (plan) Building relationships Promoting your business

6. Example of a business letter Sports Equipment LLC, Sheik Zayed 1 st Street, Abu Dhabi UAE 10 June 2012 Mr. Abdul Al Rabi Fitness Stores Abu Dhabi UAE Dear Mr. Al Rabi Sports Equipment LLC is conducting an exhibition of its latest equipment. The exhibition will be held at ADNEC from 20 - 25 January 2013. This is to invite you to set up a stand at the exhibition to advertise your business. Please reply to inform us if you are interested in this opportunity. Yours sincerely Morris Howard President, Sports Equipment LLC

7. Memo A memo is a document typically used for communication within the business. It is an internal business document. It is usually a piece of written information given to work colleagues. Purpose of memos include: Asking for information Responding to requests Giving information

8. Example of a memo Sports Equipment LLC, Sheik Zayed 1 st Street, Abu Dhabi UAE TO: Mariam Al Salem FROM: Mahmoud Abbas DATE: 20 June 2012 SUBJECT: MEETING Mr. Al Rabi from Fitness Stores will be visiting me on Monday. He will be here to discuss plans for his business to set up a display at our exhibition. Please organize a meeting room and refreshments. Thanks. MA

9. Agenda An agenda is a list of things to be done, especially at a meeting. It is a document used to organize a meeting. It informs the people attending the meeting what it will be about and other details related to the meeting. These include: – Date and time of meeting – Place (venue) where the meeting will take place – Order of items to be discussed at the meeting (sometimes with the times allocated for each item).

10. Example of agenda

11. Minutes of Meeting Minutes of the meeting are the written record of what took place or was discussed at the meeting. They are usually taken by the secretary to that meeting. The minutes of the meeting normally include: Who was at the meeting Any apologies What was discussed Actions that will be carried out as a result of the meeting.

12. Example of Minutes of Meeting

13. Reports A Business Report is a document containing information organised in a narrative form. Reports may refer to different subjects, periods and events. They may be presented in oral or written form and contain graphic information, figures, etc. A business report normally includes: An introduction Findings or results Conclusion Recommendations

14. Example of a short report

15. Exercise: tick the answer