Choosing The Best Process

& Form

Lecture 5

BUS 251 RHL

 Importance of Skillful Writing
• Businesspeople seek writing skills in applicants

• Writing is more difficult than other forms of communication

– Does not offer writers the privilege of seeing the reader’s

reaction

– The only safety net the writer has is the words and tone used
The writing process
 Planning Style
Planning- What you want to say
1. Determine goals
– Figure out what is your purpose
– Bring business goals into your writing goals
(hotel manager)
2. Analyze the audience
– What information matters most to audience
 Planning Style
3. Gather and collect data

– Do some research. Ex. Past correspondence, warranties.

4. Analyze and organize information

– Analyze what information to include and what to exclude

– While organizing, put first the information that will have the
most positive reaction. (Direct order vs. Indirect order)

5. Choose a form, channel and format

– Form or channel will determine how to write
(email/letter/brochure)
 Drafting Style
Drafting – Saying it

• Avoid perfectionism when drafting

– Trying to perfect the first draft results in forgetting to put important

information

• Keep going

– Allow minor errors in grammar or wording

• Use any other strategies that will keep you productive

– Keep yourself motivated.

– Ex. Write at night, start with your favorite part, promise yourself a reward
 Revising Style
Revising- Saying it better

Levels of edit:

1. Revise: Whether all necessary information is included and logical.

2. Check the formatting.
3. Edit: Fix any sentences or words that needs fixing.
4. Proofread: A final read though after editing.
5. Point: Get feedback from others if required.
 The Importance of Readable Formatting

• Making good formatting decisions is critical to your

messages’ success.

 Good formatting makes your messages inviting.

 Good formatting makes your information easier to

find and follow.
Forms of Written Communication

Letters

Social Media Memos

Text &
Instant Emails
Messages
 Letter Style
• The most traditional type of business message

• Used to correspond with people outside the organization

• Not as formal as they once were

• More conversational nowadays (as will be discussed in the next

chapter).

• Ex: Dear Sir/Madam – Dear Tom Smith

Sincerely Yours – Best Regards
 Memorandum(Memos) Style
• Memos are internal letters.

• Emails have replaced them.

• Used by people who do not use computers.

• Format
• Date
• To
• From
• Subject
• Message
• Most companies have standard memo templates. Usually casual
and informal.
 Email Style
• Email has become the most widely used form of written
communication at workplace
Why email?

 Low cost
 Eliminates telephone tag
 Multiple recipients
 Email addresses readily available
 Faster than letters, memos
 Formatting is easier, no word limit
 Archived and filed as written record of correspondence
 Email Style

Challenges:

– Avoids face-to-face communication, not ideal for building long

term goodwill.
– Can be forwarded, not confidential
– Spam
– May be ignored
 Top 10 Email Mistakes
1. Using vague subject lines such as “meeting”

2. Using the “bcc” field to be sneaky in communication

3. Not deleting strings of replies unnecessary to the recipient

4. Ignoring grammar

5. Sending overly long emails

6. Creating long paragraphs

7. Hiding the main point

8. Not avoiding emotion

9. Using email when it’s not the best communication channel

10. Forgetting that email is a permanent record

 Newer Media in Business Writing

 Text Messaging

 Instant Messaging

 Social Media (LinkedIn, Facebook)

 Text & Instant Messaging Style
• Used for promotions, brand awareness, customer relations and
correspondence.

• Typically limited to 160 characters (texts)

• Some companies have their own IM platforms for security and record
keeping.

• Tips
– Cover all critical information.
– Keep it short.
– Strive for clarity.
– Maintain a conversational tone.
– Adapt messages to the audience.
– Keep language and content professional.
 Social Networking Style

The latest communication channel.

– Face book
– Twitter, LinkedIn
– Personal and corporate blogs
 Social Networking Style
• Uses

– External communication with customers or clients

– Publicity or product promotion
– Internal communication
– Evaluate potential employees

• Reminder: Nothing on these sites is confidential. Your

employer (or a potential employer) may view them.
 Print VS Online Documents
• Many business writers will find themselves creating documents
that are read online.

• To write effective accessible online documents, you should do

the following:
— Analyze your audience.
— Organize your message in the inverted pyramid style.
— Use a sans serif font in at least 12-point type.
— Keep lines of text and paragraphs short.
— Use emphasis devices such as bold text, italics, bullets,
and headings; avoid underlining.
— Ensure that your site can be accessed by those who have
disabilities.