Module – 3

Written Communication
 Written Communication
Writing is a mode of communicating a
message for a purpose. Writing reveals one’s
ability to think clearly and to use language
effectively.
A manager is responsible for a variety of
written communications such as replies to
clients, enquires, memos recording agreements,
proposals for contracts, formal or informal
reports to initiate action, and so on.
• Written communication is the process of
communicating a message through written symbols. It
is official communication between businesses and
within an organization. It is a controlled
communication and can be used as a reference point.
• Written communication can be considered a legal
document, so it is necessary that the words chosen are
careful, and language should be clear, complete,
correct, concise, and professional.
• Written communication is used when a business needs
to share or discuss critical technical issues requiring
complex figures, facts, data, and explanations.
 Purpose of writing
1. Writing to Inform
i) Writer gives information and offers to
explains
ii) Expounds or expresses ideas and facts
iii) Accounts of facts , scientific data, statistics,
and technical and business reports.
iv)To inform or educate not persuade.
2. Writing to persuade
i) Convincing /influencing
ii) Expresses opinion
iii) Argumentative
iv) Opinion essays, editorials, letters to the
editors, business/research proposals, religious
books, reviews.
 Principles of effective writing

1. Accuracy
2. Brevity
3. Clarity
1. Accuracy:-
Facts, figures, and words
Language and tone
Correctness of words
Technical accuracy of language
2. Clarity in writing
Friendly, interesting, persuasive
Flavor of easy conversation
no complex construction
 3.Brevity:-
Leave out unnecessary details
Not at the cost of clarity
Language and Tone
Standard English
Tone-feelings created by words used to
communicate a message
The 3X3 writing process for business
communication
1. Prewriting (Planning)
2. Writing
3. Revising (Completing)
1. Pre writing
Team members work closely to determine
purpose, audience, content, organization
a) Analyze
Analyzing and Anticipating: Audience, Purpose
b) Anticipate
c) Adaptability
2. Writing
Team members work separately.
A) Research
b) Organize
Listing and outlining
Grouping ideas into patterns
Direct pattern for receptive audiences
Indirect pattern for unreceptive audiences
c) Compose
3. Revising (Completing)
Team members‘ work together to synthesize,
but one person may do final proofreading.
a) Proof reading
b) Evaluate
c) Determine specific purpose, think of how the
audience‘s ideas or behaviour should be
affected by the message
Types of Written Communication in Business
Business Letters
 A business letter is usually a letter from
one company to another, or between such
organizations and their customers, clients and
other external parties. The overall style
of letter depends on the relationship between
the parties concerned.
 A business letter is a letter written in
formal language, usually used when writing
from one business organization to another, or
for correspondence between such organizations
and their customers, clients and other external
parties.
 Letters and memos are brief pieces of
communications. They tend to act upon the receiver‘s
feeling of thoughts with great immediacy of power.

Letters that please the receiver are called ―good

news letters. Those that neither please nor displease but
are received with interest are known as ―routine letters.
Both follow the same sequence of presentation of ideas.
They both follow a deductive pattern, or direct
organization of ideas.
 Types of Business Letters
Good-news letter Routine letter
Pleasant news ideas Major ideas

Details or explanation Details or explanation

Choosing message/thoughts Closing

thoughts
 Good News Letter:-
The direct organization of ideas in
good-news/routine letters follows human
psychology. A pleasant or interesting idea will
always attract the receiver‘s attention. Hence, it
can be the opening news given in the very first
sentence to be followed by details and the final
message
Routine Claim Letter:-
A claim is a demand or request for
something which one has a right to have. For
example, a refund, payment for damages,
replacement, exchange, and so on.
 L. Gartside in “Modern Business
Correspondence” classifies business
letter as
i) Information Letters.
a) Routine Letters.
b) Special Purpose Letters.
ii) Sales Letters.
iii) Problem Letters.
iv) Goodwill letters.
 Business Letters can be classified on
the basis of approach
1. Direct.
2. Indirect.
3. Persuasive.
 Writing routine and persuasive letters

A routine claim is a demand or request for something which

has a right to have. For example, fund, payment for damages,
replacement, exchange, and so on. A claim letter is, thus, a request for
adjustment.
All such requests can be divided into to two kinds- routine
claims and persuasive claims. When a writer thinks that because of
guarantees or other specified terms and conditions, the request for
adjustment will be automatically granted without delay or without
persuasion, he writes the letter in the routine form. When the writers
believes that a direct statement of the desired action will get a positive
response without arguments, he can use the following
sequence/pattern of ideas- 1. Request action in the opening sentence
2. Give reasons supporting the request/action 3. End with an
appreciation for taking the action requested.
 Writing a Persuasive Letter
Persuasion is used when we suspect that the
reader will not be ordinarily interested in the message
and the action to be taken. Most probably, the letter will
be ignored. In such situation, writer uses the device of
startling the reader by informing him about something
unexpected or unknown.
The reader is, in this way, at the very opening
made to see why he/she should accept the proposal. The
letters shows how the reader will be greatly benefited by
taking the suggested action. Such letters that arouse
readers‘ interest and induce them to act as directed are
essentially letters that sell ideas to others. They are called
persuasive letters.
 The persuasive pattern, also known as persuasive
organization, involves the following sequence of ideas- 1.
The opening sentence in the persuasive organization of
business letters catches the reader‘s attention by saying
one of these things .A starting statement of facts- Eg.,
Every second, 6 children die of malnutrition in our
country.
2. The middle section of the persuasive letters gives
details of the product; scheme or whatever is being
promoted. This section mainly describes the benefits to
the reader. It explains why the reader should accept the
proposal.
3. After arousing the reader‘s interest in the
proposal, request action, such as a ―yes
response to the proposed request.
4.The last paragraph acts as a reminder to the
reader of the special benefits he/she should gain
by accepting to act as urged, and request action
within the given deadlines.
 Other Types
1. Cover letter
A cover letter is a business letter typically
sent with your resume when applying to a job.
While not all employers require a cover letter,
it is a great opportunity to explain your
professional experience, qualifications and
interest in the company and job.
2. Letters of recommendation
You might write a letter of recommendation on
behalf of another professional to verify their
qualifications and work ethic. A letter of
recommendation can strengthen an
application for employment, higher education
or another professional opportunity.
3. Interview follow-up letters
An interview follow-up letter is a message
you send to interviewers to thank them for
their time. This shows hiring managers you are
respectful and grateful for their consideration
for a position.
4. Offer letters
An offer letter is one that employers send to
inform a jobseeker that they want to hire
them. These letters often accompany a verbal
offer. Within the letter, you find key details
about the position, including salary, start date,
benefits and other employment terms.
 Positive and Negative Messages
Guidelines for Writing “No” to a request Indirect organization:
A negative response letter in a business situation, such
as a request for replacement or credit or adjustment or return
of product, is bound to create unpleasant feeling of
disappointment in the reader.
Our purpose is to write about the ―no information
while producing the minimum disappointment. To achieve the
objective, we should pattern the information as given below-
1. Begin the letter with a paragraph that brings out the
general situation as a context in which the reader‘s request
was considered. Indicate in a neutral or friendly tone the
reasons that would lead to a negative information or refusal.
Some of the possible methods-
i) Assure the receiver that his/her matter is considered with great
understanding and care.
ii) Make the reader believe that it is the circumstances or situation, and not
the merit of his /her request that is responsible for the ―no response.
iii) Agree with the reader in some way (You are right that the guarantee
period is one year.
iv) Give a sincere compliment
2. Give facts, reasons and factors for refusal
3. In the same paragraph, mention the refusal .it is important not to highlight
the refusal
4. The end seeks to maintain good business relations with the reader by
suggesting to her/ him an alternative course of action or better deal in future.
 Employee Reviews
An employee review form is a formal
document with questions and discussion points
that examine employee efficiency and
productivity. Companies may also use an
employee review form to commend on
outstanding work. Occasionally, organizations
will use review forms with a team to outline
how they are performing.
 Recommendation Letters
A recommendation letter, is usually written to
testify to a person's skills, character, experience,
achievements. When a candidate applies for a job,
he or she will submit recommendation letter to
support his or her application.
A letter of recommendation is a letter written by
someone who can recommend an individual's work
or academic performance. It's typically sent to a
hiring manager or admissions officer who is
deciding whether to employ or admit a candidate.
 Thank You Letters
A thank-you letter is a letter that is used
when one person/party wishes to express
appreciation to another. Thank-you letters are
also sometimes referred to as letters of
gratitude. These types of thank-you letters are
usually written as formal business letters.
 Memo
A memo is a short official note that is sent
by one person to another within the same
company or organization.
A memorandum, often referred to as a memo, is
a form used by a person known to the receiver
personally.
 Press Release
A press release is an official statement
delivered to members of the news media for the
purpose of providing information, creating an
official statement or making an announcement
directed for public release.
Press releases are also considered a primary
source, meaning they are original informants for
information. A press release is traditionally
composed of nine structural elements, including
a headline, dateline, introduction, body and other
components.
 Proactive Media Writing
A form of written communication similar
to a press release that emphasizes an
organization’s commitment to safety and
compliance.
Using written communication as a
proactive media strategy helps the organisation
prepare for negative news that could tarnish the
organisation’s reputation at the local, state,
national and perhaps even global levels.
 E-mail
Electronic Mail (E-mail) is a method of
exchanging messages between people using
electronic devices. Email first entered
substantial use in the 1960s and by the mid-
1970s had taken the form now recognized as
email. Email operates across computer
networks, which today is primarily the Internet.
 E-mail, short for electronic mail and often
abbreviated to e-mail, email or simply mail, is a
store and forward method of composing,
sending, storing, and receiving messages over
electronic communication systems
 Advantages

1. Eliminates ―telephone tag.

2. Saves time.
3. Facilitates fast decisions.
4. Is cheap.
5. Provides a written Record.
 Benefits of Email
1. Business and organizational use
2. Facilitating logistics
3. It reduces cost.
4. It increases speed.
5. It creates a written record.