BSBWRT411 Learner Resource F v1.1

Learner Resource
BSBWRT411
Write complex documents
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Learner Resources |AITE |V: 2 March 2022 | Next Review- Mar 2023
Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K
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Version Control & Document History
Date Summary of modifications Version
07 September Version 1 final produced following

1.0
2020 assessment validation.
Version 1.1 Updated for:
§ Amendments to wording, grammar

3 December 2021 1.1
and spelling to improve readability
§ Minor updates to formatting
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Table of Contents
ABOUT THE BUSINESS SERVICES TRAINING PACKAGE ....................................................... 6
ABOUT THIS UNIT OF COMPETENCY.............................................................................. 9
CHAPTER 1: PLAN COMPLEX DOCUMENT .................................................................... 10
1.1 Determine Audience, Purpose and Requirements of Document According to ......... 11
Organisation Policies and Procedures........................................................................ 11
1.2 Determine Required Format, Style and Structure for Document ............................. 28
1.3 Establish Method of Communication ...................................................................... 43
1.4 Develop Content Overview of Document ................................................................ 47
1.5 Determine Categories and Logical Sequence of Information According to Proposed
..................................................................................................................................... 49
Structure, Content and Document Requirements ..................................................... 49
Activity 1........................................................................................................................... 54
Key Points: Chapter 1 ................................................................................................... 55
Chapter 1 - ‘True’ or ‘False’ Quiz ................................................................................... 57
CHAPTER 2: DRAFT COMPLEX DOCUMENT .................................................................. 58

2.1 Confirm Information is Cohesive and Satisfies Document Purpose and
Requirements ............................................................................................................... 59
2.2 Develop Draft Document to Communicate Data, Information and Knowledge ....... 64
According to Organisational Policies and Procedures ............................................... 64
2.3 Identify Gaps in Required Data, Information and Knowledge, and Collect Additional
..................................................................................................................................... 69
Material From Relevant Sources, If Required ............................................................ 69
2.4 Draft Text According to Document Purposes and Requirements ............................. 71
Activity 2........................................................................................................................... 72
Key Points: Chapter 2 ................................................................................................... 74
Chapter 2 - ‘True’ or ‘False’ Quiz ................................................................................... 76
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CHAPTER 3: FINALISE COMPLEX DOCUMENT ................................................................ 77

3.1 Review Draft Text and Confirm Document Purpose and Requirements are Met ...... 78
3.2 Check Grammar, Spelling and Style for Accuracy and Punctuation .......................... 83
3.3 Confirm Draft Text is Approved by Relevant Organisation Personnel ...................... 89
3.4 Review and Incorporate Any Amendments in Final Copy ........................................ 92
3.5 Apply Basic Design Elements for Document Appropriate to Audience and Purpose . 94
3.6 Check Document and Confirm All Requirements are Met ........................................ 99
Activity 3......................................................................................................................... 101
Key Points: Chapter 3 ................................................................................................. 102
Chapter 3 - ‘True’ or ‘False’ Quiz ................................................................................. 104
SUMMARY .......................................................................................................... 105

REFERENCES ........................................................................................................ 107
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About the Business Services Training Package
The BSB Business Services Training Package covers a diverse range of industries and occupations.
Business Services covers a range of cross-industry functions and services supporting the commercial
activities of all industries.
Defining Qualifications
When units of competency are grouped into combinations that meet workplace roles, they are
called qualifications. These qualifications are aligned to the Australian Qualifications Framework
(AQF). Each qualification will have ’packaging rules’ which establish the number of core units,
number and source of elective units and overall requirements for delivering the qualification.
Delivery and Assessment of Qualifications

RTOs must have the qualifications (or specific units of competency) on their scope to deliver
nationally recognised training and assessment. RTOs are governed by and must comply with the
requirements established by applicable national frameworks and standards. RTOs must ensure that
training and assessment complies with the relevant standards.
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Qualification Training Pathways

A pathway is the route or course of action taken to get to a destination. A training pathway is the
learning required to attain the competencies to achieve career goals. Everyone has different needs
and goals, and therefore requires a personalised and individual training pathway.
Foundation Skills
Foundation Skills are the non-technical skills that support the individual’s participation in the
workplace, in the community and in education and training.
Australian Core Skills Framework (ACSF)

This Assessment meets the five ACSF core skills as described in the Foundation Skills mapping.
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About this Unit of Competency
BSBWRT411 - Write complex documents

This unit BSBWRT411 Write complex documents covers the skills and knowledge required to plan, draft,
and prepare complex documents.
The unit applies to individuals who work in a range of business environments and are skilled in the
creation of documents that are more complex than basic correspondence, memos and/or forms and
that require review and analysis of a range of information sources.
This Learner Resource is broken up into three elements. These include:
1. Plan complex document
2. Draft complex document
3. Finalise complex document

At the end of this training, you will be asked to complete an assessment pack for this unit of
competency. You will need to access a supervisor, a manager, or your assessor who can observe you
perform project or workplace tasks and verify your competency or performance.
On competent completion of the assessment, you must have demonstrated skills and knowledge required
to write complex documents.
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Chapter 1: Plan Complex Document
Most people dislike reading disorganised and incoherent text. Poor writing or planning can cause
documents to fill up with unnecessary information. Because of this, it is crucial for every writer to
include planning in the writing process.
Planning is one of the most important stages in writing an effective document. It helps you determine
your audience, objectives, and purpose in writing the document. When writers plan, they consider the
document's required format, style, and structure. This is important as it helps you communicate with
your audience better. It also helps you clarify thoughts and determine what to achieve.
The planning process comprises five steps, namely:
§ determining the document’s audience, requirements, and purpose
§ determining its required format, style, and structure
§ establishing a method of communication
§ developing an overview of the document
§ finding data that conforms to something worth reading.
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1.1 Determine Audience, Purpose and Requirements of Document According to

Organisation Policies and Procedures
Document writing is an essential skill. Before writing complex documents, ensure determining your
document's audience, purpose, and requirements first. Not all documents have the same purpose,
length, format, and order. These aspects of the document may vary depending on what you are trying
to achieve. But, there are similar basic requirements in every document. These include following your
organisation’s policies, procedures, and preferred format. Always consider these things to ensure
consistency and productivity while writing.
All document production starts with deciding the purpose of your writing. Why? This is because they
influence your document's content, tone, and style. You may write a document to inform, persuade,
or entertain an audience. Ensure to determine why you are writing your document before you even
begin writing.
1.1.1 Purpose
Purpose refers to what you intend to achieve. It is the single reason for writing your document.
Selecting your goal is the first and crucial step in writing. Expressing your purpose in one clear
and concise statement will clarify your thoughts. It will also prepare you for the next steps.
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Keep a note of your purpose in clear view while you are working. You must do this so that you
can periodically check that you are not drifting off course. If you notice that your writing has
taken you in a different direction, stop and reassess your goals. Then, rewrite your document
or change your purpose to meet the needs of the new information.
The various purposes of documents that you will learn about in this unit include the following:
§Influencing attitudes, §Meeting legal

Conveying research findings
opinions, and beliefs requirements
§Meeting other data, §Proposing

information, or knowledge recommendations, options,
needs of an audience and actions
§ Conveying research findings: Information about research findings is generally produced

to communicate results to people. These people include other researchers, funders,
policymakers, and the public. Often, research findings are lengthy and incorporate
significant amounts of technical information. You will not be looking at extensive
technical issues as they can be difficult to understand. Instead, you will look at the basic
reporting format that applies to all reports.
§ Influencing attitudes, opinions, and beliefs: These documents will contain arguments
and information. They could range in length, depending on the message and intended
audience, from an email to a report.
§ Meeting legal requirements: Again, the length of these documents will vary according
to purpose. But all these have dates and will use formal language. They may also use
many words and phrases which you will need to comprehend. They usually require a
signature and often a witness to that signature. Always use black ink when writing or
signing legal documents.
§ Meeting other data, information, or knowledge needs of an audience: The

transference of information may take many forms. Small amounts of data may be
included in a memo or an email. You may include small amounts of data in a memo or
an email. There may also be a string of attached long documents in such. If there is
substantial information, a report may be required. This could also require a public
representation or speech. This is included because you need to produce a written
version of the presentation.
§ Proposing recommendations, options, and actions: You can propose

recommendations in a meeting or in written format. Proposals in written format should
present the background, information, and recommendations.
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1.1.2 Audience
Knowing your audience is an important part of the planning process. It is too easy to forget who
you are writing to when you are engrossed in writing your document. However, all this can be
avoided when you consider who your audience is.
Identifying your audience helps you establish how your document will appear in writing. Your
document needs to be reader-friendly. Thus, you must ensure that you have a specific audience
in mind. Remember, you are writing to somebody. The way you write can impact how they
understand what you have written.
Writing documents always involves rhetorical decisions. For example, you are planning to write
to an important executive. You know that they might expect you to address them formally. On
the other hand, it may seem rude or strange to your friends if you spoke to them in the same
way you would to an executive. It is important to consider whom you are writing to in order to
know how you should approach them. Knowing who your audience is can help you adjust the
way you approach certain situations based on your audience’s expectations.
1.1.3 Requirements
Choosing the proper style, format, and structure can help you make a good first impression on
your readers. They can also help you convey a sense of professionalism when writing your
document. Each document type has its own requirements. This requirement can be a specific
format, writing style, or genre.
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You can communicate your thoughts better by following the requirements set by your
organisation. These requirements of documents may include the following:
§Compliance with genre
§Compliance with pro formas, standardised reporting

requirements, or undertakings made by the organisation
about reporting and legal or traditional requirements
§File types and sizes for online documents
§Languages other than English
§Organisational policy, procedures, and guidelines applying

to writing documents, including house style
§Writing styles, including simplicity of English and use of

technical language
§Visuals
§Point numbering systems
§Standard for references, footnotes, citations, and

acknowledgements
§Timeline, including deadlines
§Rules and conventions for written English
Compliance With Genre
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A ‘genre’ is a socially recognised form of communication that develops over time. Groups of
people agree upon it for better communication among them. There are many communication
genres, including speech genres and writing genres. A telephone conversation would be an
example of a speech genre. Telephone conversations usually include generic beginnings, modes
of development, and endings. In businesses, written communication takes several forms. These
include emails, memos, resumés, letters, proposals, advertisements, contracts, etc.
A genre consists of formatting and structure. Formatting in documents refers to how the
contents of a document are arranged and laid out on the page. This concerns whether the
contents are visually appealing based on their arrangements and layout, as well as the styles
used to present the information (i.e., font style, use of lists and columns, spacing, etc.). Try to
think of a visual design of a business letter. It has the addresses of the receiver and sender, date,
salutation, message, and closing. If their arrangement is conventional, then you are looking at
the format of a business letter. Formatting can be easily reproduced as a template. But it
provides little or no assistance in generating the content of the documents.
Meanwhile, ‘structure’ refers to the set of topics that readers expect in a specific genre or topic.
When you imagine an outline or a table of contents for a document, you also imagine a
structure. Structures can help writers generate and organise the content of their documents.
But for visually arranging information on a page, they are less useful than templates. In this unit,
you will encounter the term ‘superstructure’. This term signifies a set of topics typically included
in a genre of writing (e.g. proposal). Superstructure will also refer to the suggested logical order
for arranging such topics.
As a member of an organisation, pay close attention to the genres that other members produce.
Study their writing, including the formatting and structures. You can do this when writing an
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unfamiliar document. Collect and study similar documents produced by others in the
organisation. Observe these documents and determine the similarities and differences among
them. If there is a difference, determine the reasons why they differ.
The expectations of your audience and your purpose affect your writing. Specifically, they affect
the level of formality of your writing. For example, you use a formal style of writing for cover
letters or academic essays. But for letters to a friend or for a special interest magazine, you will
use an informal style of writing.
Formality exists on a scale. In the examples below, a letter of application to a known colleague
can result in a semi-formal style. Here are some examples:
Formal
Semi-formal
Informal
§ Formal (written to an unknown audience)

I am applying for the receptionist position advertised in the local paper. I am an
excellent candidate for the job because of my significant secretarial experience, good
language skills, and sense of organisation.
§ Semi-formal (written to a known individual)

I am applying for the receptionist position that is currently open in the company. As
you are aware, I have worked as a temporary employee with your company in this
position before. As such, I do not only have experience and knowledge for this position,
but I also already understand the company’s needs and requirements for this job.
§ Informal (incorrect)
Hi! I read in the paper that you were looking for a receptionist. I think that I am good for
that job because I have done stuff like it in the past, am good with words, and am well-
organised.
Compliance With Pro Formas, Standardised Reporting Requirements, or Undertakings Made by

the Organisation About Reporting and Legal or Traditional Requirements
All organisations have fixed rules, regulations, and requirements. These things ensure
everyone’s safety, health, and welfare. Understanding how these rules and regulations are
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implemented is a crucial step in the planning process. Failure to do so can lead to unnecessary
problems. Always make sure to perform the minimum requirements needed in your workplace
to avoid facing the consequences.
Pro Formas
A pro forma is most often used to describe a practice or document that:
§satisfies minimum tends to be performed
§conforms to a norm routinely or is
requirements or is
or doctrine considered a formality.
provided as a courtesy
Pro forma statements are usually used to reduce the risks that come with establishing
businesses. These can include commitments to clients, like sales quotes and invoices. They can
also include projected outcomes, future expectations, and effects of business decisions.
When writing documents, always make sure to be informed of your organisation’s existing pro
forma statements. Doing this could avoid confusion and potential misunderstandings within
your organisation.
Standardised Reporting Requirements

Standard Business Reporting (SBR) is a standard approach to online or digital record-keeping.
The Australian Government introduced this system in 2010 to simplify business reporting
obligations. This system was implemented to make reporting obligations easier for businesses
all over the country.
SBR incorporates standard terms that are used in government legislation and reporting. These
terms are then linked to terms in the business/accounting software. Thus, it creates consistency
for the business and the government.
Compared to other ways of lodging government reports, SBR can reduce preparation and
submission time to a matter of seconds. Referring to SBR reports can help save you time when
writing documents. It can also:
§ make checking for errors and omissions easier
§ make monitoring and updating information quicker.

Ensure to refer to these reports to avoid any discrepancies in writing.
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File Types and Sizes for Online Documents

Most businesses will have preferences for the types of files that can be sent or stored online.
These especially apply to graphic files. The size may also be important because the sending and
receiving systems must have the capacity to send and receive.
Likewise, senders and receivers must have compatible programs. If there is a need to alter items,
it will impact the choice of software used. For example, if nothing is permitted to be changed,
converting a file to PDF would be used. Ensure that you are clearly aware of and strictly adhere
to the requirements of your business.
Languages Other Than English

Microsoft Office supports the typing and editing of text. However, note that this is limited to
languages supported by Microsoft Windows. Microsoft Office programs try to automatically
identify the text that you type. But there are also ways to ensure that the program identifies
the correct language for your text.
Working in another language in Microsoft Office needs preparation. Ensure setting up Microsoft
Windows and Office with the necessary functionality and setting.
However, your organisation may prefer to use a translation service. Regardless, professional
proofing is essential.
Organisational Policy, Procedures, and Guidelines Applying to Writing Documents, Including

House Style
Policies and procedures drive the processes. Policies refer to principles that help organisations
achieve their goals and objectives. They are precise plans of action that guide the decisions and
achieve the outcome/s. They clearly state the goals and conditions and are similar to a report
in length. They are also formally written and may use very technical language.
Procedures refer to steps taken by an employee to complete a particular task or activity. These
steps require similar execution to achieve similar results described in the policy. These are
written to make the policy workable and achieve the intention of the policy.
Procedures provide specific guidelines for completing a task. An example of this is filling out and
submitting a form. These are usually based on organisational policies which deal with:
§broad
§roles §functions.
issues
These things relate to case management, workplace safety, or purchasing.
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It is easy to get confused by the differences between policies and procedures. You may refer to
the following guide to differentiate policies from procedures:
Points of comparison Policies Procedures
Frequency of change Rarely change once finalised

Frequently changed and
and implemented
updated for continuous
development
Conditions needed for best

Best implemented when all Best implemented when they
implementation
employees fully accept the are created and listed in a
requirements written within logical process that can be
them easily followed
What they reflect

Reflect and support the Represent a policy
fulfilment of an organisation’s statement’s practical
mission statement application
From the table above, it can be determined that policies are used to guide organisations in the
direction they want to proceed to. They are more general in nature and focus on guiding the
organisation in achieving its goals. Procedures, on the other hand, provide step-by-step
instructions that will help you accomplish tasks. Ask for help if you are unsure of the policies
and procedures that apply to documentation. You may ask a more experienced co-worker or
refer to your organisation's manuals.
House or Organisational Style

Documents and written communication in businesses follow a certain format. This set of
formatting rules refers to a house or organisational style. Organisations also have preferences
for the type of documents used for differing information and purposes. This is often called a
style guide. Always check for organisational preferences when producing a business document.
Ensure following the guidelines in a precise manner. If there is no such document, determine if
there is a preference.
The house style governs things such as the following:
Presentation
Colours Font style Logos Alignment of contact
information
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House styles can be applied to many types of documents and methods of communication. Here
are a few examples:
§ letterheaded paper
§ business cards
§ memos § faxes
§ reports
§ presentation slides
§ signages
§ advertising
§ brochures
§ product manuals
If there is no guidance available, you can decide on the formatting you will use. Just remember
to be consistent so that your document looks professional and well-designed.
Further Reading
You can refer to the following link to read more about house or organisational
styles:
Bounce Fitness Style Guide
Formatting
Formatting refers to the arrangement of the contents of a document on a page. Its concern is
on the visual appeal of the contents based on their arrangement and layout. It also covers the
styles used to present the information (i.e., font style, use of lists and columns, spacing, etc.).
Some factors to consider when formatting your document are as follows:
Graphics placement
Margin size
Indentation use
Text justification
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You can distinguish a well-formatted document from one with bad formatting based on the
following aspects:
Well-formatted document Badly formatted document

Point of
comparison
A well-formatted document A badly formatted document

directs the reader’s eyes to the makes it difficult for readers to
information that follows a identify which information
previously read passage. This follows what was previously
makes it easier for readers to read. This makes it difficult for
Readability
understand the complete thought readers to understand what the
of the text. writer intended to say with the
document.
A well-formatted document uses A badly formatted document

uniform standards for formatting uses different standards for
(e.g. font size and font). This different parts of the text. This
allows readers to understand the kind of document is difficult to
contents as they relate to each understand even if its sections
Cohesion
other. It also aims to discuss the are coherent.
same idea presented.
A badly formatted document

A well-formatted document is looks disorganised and
visually appealing. It directs a unprofessional. Readers may
reader’s eyes efficiently from one dismiss the document without
Appearance section of the document to the reading the content.
next. Chances of readers reading
the content of the document also
increase.
Visuals
Including visuals in your documents helps you attract readers. It can also help you save space
when writing text. Visuals help link knowledge and raw data together. When using visuals in
your document, ensure that they are:
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§appropriate and referenced
§artfully arranged
§labelled, titled, or captioned
§properly cited
§interpreted clearly
§coloured appropriately.
Point Numbering Systems

All documents that are more than a couple of pages long should have page numbers and a
contents list. These two should link page numbers to sections of the text. Long letters, memos
or faxes will also need page numbers.
Remember that the page numbers you use as you work on your text and illustrations are not
final. These may change once you assemble your document. If you cross-reference to page
numbers, it may be best to give them a temporary placeholder (such as ‘00’). Then, once the
document is complete, fill in the actual page number. When you think you have filled them all
in, run a search for the marker: it is easy to miss one or two.
Numbered sections provide quick access when you are discussing a report. This is helpful when
someone asks you to look at a specific section of the report.
You must also remember to outline your document’s content according to your organisation’s
preferred style. Your document’s content must also correspond with the type of document your
organisation requires.
Standards for References, Footnotes, Citations, and Acknowledgements

A referencing style is a set of rules telling you how to acknowledge the thoughts, ideas, and
works of others in a particular way. Referencing is a crucial part of successful business writing.
There are several referencing styles that can be used. These are shown in the following table:
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Abbreviation Full name
ACS American Chemical Society
AGCL Australian Guide to Legal Citation
AMA American Medical Association
APA American Psychological Association
Chicago Chicago Manual of Style
CSE (CBE)
Council of Science Editors (formerly Council of
Biology Editors)
Harvard Harvard
IEEE Institute of Electrical and Electronics Engineers
MLA Modern Language Association of America
Vancouver Vancouver
Your organisation will have a preferred option. Ensure confirming this preference when writing
the document.
Timelines, Including Deadlines

A production schedule should be worked backwards from the deadline for delivery. Ensure
considering schedules of people involved like the suppliers and printers. Set a time allowance
for several stages of proofing and make it a habit to save a backup copy of your work. Always
check to see when your work is due. Often, the work of others will depend on you meeting
deadlines and sticking to timelines.
Rules and Conventions for Written English
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When writing in English, it is important to follow common rules and conventions. In writing,
rules refer to a set of guidelines to follow for specific conditions. Meanwhile, conventions refer
to grammar, spelling, sentence structure, punctuation and capitalisation. They help make your
writing understandable.
When writing in English, always ensure to avoid the following:
Slang and Complex or
Group Stereotypes and
§Jargon idiomatic confusing
terminology biased language
expressions language
§ Jargon: This term refers to specialised words used by individuals in a specific group. This
terminology is usually specialised in the function of the group. Group members use this
as a sign of belonging and status and for keeping out outsiders. For example, you might
hear biologists use terms like ‘archaea’, ‘blastocyst’ and ‘denitrification’.
To non-biologists, these words have different or no meanings at all.
When choosing the words to use, you must first consider your target audience. Avoid
using words that your audience do not understand. For example, when writing for a
general audience, avoid using jargons in your field.
However, there are some cases that you cannot avoid using jargons. In such cases,
explain the terms first before you continue using them. This will help your audience
understand the context as well as your message.
But what if you are writing for a specific group that can understand your jargon? Then,
you may use these specialised terms. This will help them recognise that you belong to
their group. Their recognition can help you gain credibility. However, if you do not use
or know how to use the jargons, it may affect your credibility negatively. They may see
you as a beginner or an outsider.
§ Slang and idiomatic expressions: Refrain from using slang and idioms in formal writing.
Such terms are generally not acceptable in a formal setting. Examples of slang include
‘sus’, ‘shook’ and ‘woke’. Meanwhile, examples of idiomatic expressions include 'dog's
breakfast' and 'gone walkabout'. Both slang and idiomatic expressions make your
writing sound informal. Another concern is that non-native speakers of English may take
these words literally. This is because they are not familiar with the culture and context
of these words.
However, there are times that slang and idiomatic expressions are appropriate to use.
Think about who your audience is, what they expect, and how the use of these words
may help or hinder your purpose. If you are writing an informal or humorous piece, you
can use slang or idiomatic expressions.
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§ Complex or confusing language: Language can be perplexing when it is overly complex

or confusing. Confusing language is used to downplay the truth or to evade
responsibility. Here is an example:
The acquisition of pollution permits by individuals and corporations that produce
toxins has now been allowed by the recently amended Clean Air Act of 1990.
Institution of permits simplifies and clarifies obligations for business and
industry, making environmental protections more accessible for these
constituents. The government and the Environmental Protection Agency will be
greatly assisted in their endeavours by monitoring the release of all substances
and having the substances listed on one individual permit.
This section of the Clean Air Act looks like it helps the environment, the Environmental
Protection Agency , and the federal government. However, all it does is explain the new
permit system. The permit holders are still allowed to release pollutants into the
environment.
§ Group terminology: Some terms you use may seem harmless to you but may actually
offend certain groups of people. Thus, you should be mindful of the words you use. You
can use euphemisms in your writing to avoid offending people. The table below
provides examples of euphemisms.
Instead of writing... Write…
handicapped persons with disabilities
mental handicap intellectual disability

It is always important to use what the group in question considers as the correct term
in these cases. In this example, it is clear why you need to know your target audience.
§ Stereotypes and biased language: Refrain from using language that is stereotypical or
biased in nature. Stereotypical language assumes a stereotype about a group of people.
Meanwhile, biased language refers to words that hold prejudice. Both languages can
exclude people based on age, race, sex, and more.
When writing, ensure using non-stereotypical and non-biased language. Doing so shows
your respect and ethics toward your audience. Writing using these languages is
ineffective and will alienate your audience.
Layout
The layout of your document refers to the overall look of your page. This includes the typefaces
you use to the effective use of white space. The term ‘white space’ refers to empty space on
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the page. White space shows your organisation and section breaks visually. It also emphasises
important ideas and presents your ideas in more manageable bits.
Readers react favourably toward white space. For example, readers tend to be less willing to
read documents that seem to contain long paragraphs with minimal white spaces. They tend to
be more willing to read one that sets out main points with headings and indentations.
Plain English
Plain English is a simple, clear and concise style of writing. In this style, the document's language,
structure, and presentation work together to help the reader. A document written in plain
English is easy to read, understand, and act upon after just one reading.
Plain English allows the effective participation of people in commercial, legal, and leisure
activities. It helps them understand the information presented to them. Plain English also has
proven benefits for organisations that use it in their publications. Such benefits include
significant cost savings and increased effectiveness in communication.
As mentioned earlier, writing conventions include grammar, spelling, sentence structure,
punctuation, and capitalisation. When writing in plain English, you should do the following:
§Use the correct §Avoid writing

§Use correct verb §Apply appropriate
end of message incomplete
tenses. spelling rules.
punctuation. sentences.
There is much to consider before you begin writing. Think carefully about who your intended
audience is. This will influence your choice of words and the details and length of what you
write. Once you have made these decisions, you are ready to organise your material.
Further Reading
You can refer to the following links to read more about grammar rules and how
you can apply them to your writing.
Teaching Writing Conventions in Your
Homeschool
Writing and Language: Standard English Conventions
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1.2 Determine Required Format, Style and Structure for Document
Your document’s visual appeal affects how your message is conveyed to your audience. Your audience
will understand what you are writing if it is presented in a visually appealing way. When it comes to
how your text is presented, it is important to consider your document’s required format, style, and
structure.
The next few sections will discuss these requirements.
1.2.1 Format
As mentioned earlier, there are many document formats. This section will begin by discussing
the different types of documents you can use. After that, a demonstration of the formatting for
each type will follow.
The following documents will be discussed:
§Instructions and
§Detailed Business
Meeting Agendas Emails Procedures or
Letters
Written Directions
§ Meeting Agendas
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Meeting agendas are documents that list items that will be discussed during a meeting.
It organises discussion points according to the time frame that they will be discussed.
Meeting agendas usually contain the following:
oYour
oDate and
oMeeting title meeting’s start oAgenda item
location
and end time
oList of
oList of oAllotted time
presenters per
attendees per topic
topic
o Meeting title
The meeting title should be short and clear. This must succinctly describe what
will be discussed during the whole meeting.
o Date and location

Ensure to include when and where your meeting is scheduled to occur. o
Your meeting’s start and end time
Indicate when your meeting will start and end. Doing so will help attendees
allot time for your meeting.
o Agenda item
Each agenda item that needs discussion must be in the 'Agenda Item' column
of the template. The list must reflect the flow of the meeting.
Some agenda items may have a sub-topic. If they do, use bullet points to list
them down in the correct order of presentation in the meeting.
o List of attendees
Ensure to include the individuals who will be attending the meeting. This will
help the presenter match their content to the audience present.
o List of presenters per topic

Individuals who will be presenting each agenda item must be clearly indicated
in the section beside their corresponding agenda items.
o Allotted time per topic

Include the allotted time for each topic. Doing so will help presenters keep track
of the time spent discussing topics.
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§ Detailed Business Letters

Business letters convey information on activities related to business. These activities
may include business transactions, expansions, relationships, and demands. Business
letters are more formal in nature. They usually contain the following:
oFull
oAddress oTitle oSalutation Closing
names
They may be composed of one or more pages.
§ Emails
Email is an abbreviation of electronic mail and is used to send small amounts of
information. This can be expanded by using the attachment function to attach
documents. Emails are usually reserved for less formal communication. But recently, its
use in a formal sense has been growing and gaining approval.
Emails can be formal or informal text, but both will include the following:
oFrom
•Your email address.
oTo
•The receiver’s email address.
oCC (Carbon Copy)
•This will contain the email address of the receiver you would like to
carbon copy into the email. CC sends a copy of the email to a person
who is not formally addressed in the email but may need to be in the
loop for communication.
oBCC (Blind Carbon Copy)

•This will contain the email address of the receiver you would like to
blind carbon copy into the email. Receivers in the ‘To’ or ‘CC’ sections
cannot see receivers in the ‘BCC’ section.
oSubject
•The subject of the email.
oMessage
•This will include a greeting to address the receiver, the message in the
body of the text, and an email closing. The formality of the email will
depend on who your audience is and the message you are sending.
§ Instructions and Procedures or Written Directions
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These are step-by-step instructions allowing an individual to successfully accomplish a

task. They are detailed, written in the third person, and objective. They allow
documentation of instructions for distribution to many people; thus, reducing the need
to repeat explaining instructions to people.
1.2.2 Style
Style guides determine how you will write your content. They help you keep a consistent voice,
style, and tone in your document. It can be confusing to differentiate a document's style and
format. However, style focuses more on effective communication of your ideas to people in
your field. The style also focuses more on your document's structure and the format of its
citations. For example, people in the field of science use the APA style for their reports or
research reviews. They use this style of writing since it easily cites scientific sources. APA style
also encourages a straightforward approach in communicating information.
You may refer to the following case study for guidance:
Case Study 1.0

Bounce Fitness is a company that aims to provide the best fitness and wellness services in
Australia. The company regularly conducts staff meetings to communicate and discuss
management decisions on organisational operations.
The company uses the following style guide when writing business letters:
§ Use simple words.
§ Use short sentences.
§ Use active voice instead of passive voice.

These styles of writing are understandable for when you are writing more serious
documents like business letters. Business letters call for a more conservative and
straightforward writing style. Therefore, ensure to remember these tips when writing
business letters.
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1.2.3 Structure
You will now look at the appropriate formats and special notes for a range of documents.
Meeting Agendas
Meeting agendas discuss the topics covered in a meeting. A meeting agenda has three parts. A
meeting agenda has three main parts:
§Basic information
•This part contains your meeting’s date, start time, and location. You must
include these details to inform your attendees where and when your meeting is.
Without this, the attendees might miss the meeting or arrive late.
§Agenda details
•Your agenda details contain your meeting’s goals. Here, you may identify the
expected time frame for the discussion of each goal. You may also identify the
speakers who will lead each discussion.
§End of meeting review

•This contains your meeting’s end time and a recap of your meeting. Here, you
may also identify areas in the discussion that may need improvement. You may
also identify things that you and your team did well during the meeting.
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You may refer to the template below for a guide on how to create a meeting agenda:
Date: June 15, 2020 Time:
2:30 p.m.
Location: Conference Room B
Attendees: Vanjie Mateo, Robert Lee, Anna Parker, Brad Michaels AGENDA
DETAILS:
Goals: Review the projects completed for the previous month, identify areas that need
improvement, brainstorm ways to increase productivity in the workplace
1. Review the projects completed for the previous month

Time: 45 minutes
Purpose: Share information on completed projects for the month of May
a. Present a list of projects completed last month
b. Identify time taken to complete each project
c. Identify areas that need improvement
d. Brainstorm ways to increase productivity in the workplace

Speaker: Vanjie Mateo END
OF MEETING REVIEW:
Time: 15 minutes
Purpose: Discuss what went well in the meeting and what should be done in the next
meeting
Speaker: Vanjie Mateo
Detailed Business Letters

When writing business letters, remember to keep things short, simple, and accurate. It is also
important to strictly follow the correct format of the letter.
The block format is the most common layout used in business letters. It consists of eight main
parts:
Letterhead Current date Inside address Salutation
Body Closing Signature Identification
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§ Letterhead
Letterheads are commonly found at the very top of business letters. They contain the
company's business logo, name, and address. The address can be in full or shortened
(containing only the state/territory). The letterhead should also contain your
information. In this section, you can write the following information:
oName
oJob title
oEmail address
oCompany name
Return address
§ Current date
The current date in your letter informs the recipient of the date when you sent the
letter. This part helps them document your correspondence and know when they
should respond.
§ Inside address
The inside address includes the recipient’s name, position, and address. When writing
your recipient's name, remember to include personal titles such as Mr or Ms. The same
also applies to professional titles such as Engr or Dr, especially in cases where the
recipient's name is not available.
§ Salutation
You can find the salutation right before the message body. This section identifies the
recipient of the letter. The recipients listed can be very specific. For example, it can be
a person along with their position in the company and team or department. You can
also leave this part vague if you are unsure who to address in the letter.
§ Body
A letter’s body contains your purpose in writing your document. For business letters,
always remember to keep your message short and simple. You may write a friendly
opening before transitioning into your main purpose.
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§ Closing
Closing statements usually appear two lines below your body’s last line. Examples of
these include the following: ‘Yours truly’, ‘Regards’, ‘Sincerely’, and ‘Best wishes’. Capitalise
only the first letter of your closing statement and end the line with a comma. § Signature
You can find signatures at the very end of the letter, indicating its end. This part of the
letter also contains the following information about the sender:
o Name
o Position in the company o Contact details
Senders often include the last item for the recipient's response. Remember to affix a
signature at the end of your document. Allot about four to five spaces for your signature
and use only blue or black ink.
§ Identification
Your identification should contain your typed name with your title below it. You can
also affix your email address or phone number instead of your title if you wish.
Here is a sample letter for reference:
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When writing business letters, it is always important to remember the following:
§Always use good manners.
§Avoid slang words.
§Try not to use abbreviations (unless appropriately defined).
§Steer away from symbols such as ampersand (&).
§Avoid clichés or, at the very least, use them with caution.
§Ensure that the spelling of the names of people and

companies are correct .
§Keep sentences short.
§Present numbers as words when a number is less than 10

or is used to start a sentence.
Following these tips will help you write a business letter that is free from errors.
Emails
Emails have become one of the most dominant forms of communication in the workplace. They
allow quick communication without the formalities of a traditional business letter. Companies
use emails because communication is cheap, fast, and accessible. Emails have a similar format
to business letters but are much shorter. Like business letters, emails also have a salutation,
body, and closing.
There are two types of emails commonly used in the workplace:
§Informal
§Formal emails
emails
P a g e 37 | 109
§ Formal emails
Formal emails are usually addressed to people in authority or people you do not know
well. Ensure using formal emails when communicating in the workplace. Do this unless
your supervisor or company culture says otherwise. Be wary of grammatical mistakes,
particularly those dealing with spellings and punctuations.
The following is an example of a formal email:
Hello,
I read on your website that you offer remedial therapy. I would like to enquire about
the procedures involved in these services. Do you like oils? We have a line of fine
essential oils competitively priced along with many other natural therapy aids. I
would be grateful to have an opportunity to show you our stock and catalogue.
I look forward to your response.
Sincerely,
Billy Bunter
Sales Manager, Oils A’int Oils
(02) 1234-5678
§ Informal emails
Casual emails are commonly used when writing to friends and family. Unlike formal
emails, casual emails do not have to be professional and follow strict grammar, spelling,
and punctuation.
The following is an example of an informal email:
Hi Mary,
Listen, we’ve been looking for a new supplier and I was wondering if you
could give me a hand? Could you see this fellow and pass on any
information you might get?
Thanks, Tom
Three sections that are specific only to emails are as follows:
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§CC (Carbon Copy) field §File attachments §Subject line
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§ CC (Carbon Copy) field

This section contains email addresses of those who will also be receiving the same
email, but are only considered as secondary recipients. The emails listed on a CC field
may vary depending on the content of the business email. These may include
teammates, the sender's supervisor, or emails of a group or department.
§ File attachments
This section allows senders to attach files to their emails. Files range from PDFs, Word
documents, images, and even another email. The sender can attach files to an email to
provide the recipient with more information.
§ Subject line
This section contains a summary of your email. It tells the receiver about what your
email is all about in just a few concise words. Subject titles often explain only the most
critical information contained in the email. Examples of these include business
proposals or news on specific organisational changes.
Remember the following:
§Email is much less formal than a written letter and is short and concise.
§If you are writing to someone you do not know, a simple ‘Hello’ is
adequate.
§When writing to someone you know well, write as if you are speaking to
them.
§Include a telephone number in the signature of the email.
§When replying, eliminate all unnecessary information. Leave only the text that is
related to your reply.
Instructions and Procedures or Written Directions
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A set of instructions should help a reader accomplish a task quickly, efficiently, and successfully.
When writing instructions, it is important to be as detailed as possible. This is because omissions
or mistakes may frustrate the reader.
Here is an example of instructions for making tea:
3. Warm the 4. Put the tea
1. Fill the kettle
2. Boil the water teapot with hot leaves or teabag
with water
water into the teapot
5. Fill the teapot 6. Leave the tea

7. Pour the tea 8. Add the milk
with boiling to brew for five
into a teacup and sugar
water minutes
10. Drink your

9. Stir the tea
tea
What are the effects of changing the sequence of steps?

1. Warm the
3. Fill the kettle 4. Add the milk
teapot with hot 2. Stir the tea
with water and sugar
water
6. Fill the teapot 8. Put the leaves

7. Pour the tea
5. Drink your tea with boiling or teabag into
into a teacup
water the teapot
10. Leave the

9. Boil the water tea to brew for
five minutes
From the instructions provided above, it is evident that accuracy and precision are needed in
writing instructions. Ensure to provide your readers with a sequence of instructions that is
consistent and easy to understand. You may refer to the guide in the next page to learn more
about writing instructions.
P a g e 41 | 109
When writing instructions and procedures, ensure to:
Record a set of instructions.
§Observe someone performing a task.
§Stop after each step and record every detail.
§Keep several points in mind.
§Address the reader using ‘you’ or ‘your’.
§Begin a sentence with a verb (action word).
§Limit each step to one main idea.
§Keep sentences short and simple. Clarify with a detailed

explanation.
§Reinforce steps with a photo, illustration, or diagram.
Omit unnecessary, redundant, or confusing information.
§Rearrange steps in the most efficient sequence.
§Test your set of instructions.
§Write the final draft.
§Proofread your information.
Distribute your instructions.
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1.3 Establish Method of Communication
Written communication is one of the most common ways to communicate in the workplace. This may
be in the form of emails, business letters, or memos. Because of this, it is important to know how to
communicate your purpose clearly and effectively through writing. To communicate your purpose
through writing, you must choose the best means of communication. This includes choosing the best
software that will help you write your document.
1.3.1 Choosing the Best Method of Communication
Communicating your purpose involves using the best software that will help you write your
document. There are many types of software that are available in the market today. Each type
has its own purpose that will help you achieve your goals. This depends on the document
requirements that you need to fulfil.
Some software that are commonly used in creating documents are:
§MS PowerPoint and

MS Word §MS Excel §Adobe InDesign
Templates
§ MS Word
Microsoft Word or MS Word (often called Word) is a graphical word processing program
that users can type with. The computer company Microsoft developed this program.
The purpose of MS Word is to allow users to type and save documents. Similar to other
word processors, it has helpful tools to make documents.
Some common functions of MS Word include the following:
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•This function allows a user to change the styles (e.g.

bold, italic, etc.), design, and size of the words in their
document. This function also allows the user to add
certain effects (such as adding shadows or an embossing
effect) to the words in their document.
•This function emphasises or highlights certain words,

sentences, or phrases. It does so by putting them in a list
and preceding them with a heavy dot or similar symbol.
•They allow the addition of text or even graphics in the

upper and bottom margins of a page. These are
commonly used to indicate page numbers.
•This function lets the user spot spelling errors in the

document.
oFont
oBullets
oHeader and footer
oSpellcheck
§ MS Excel
Excel is a spreadsheet program in the Microsoft Office system. Its primary function is to
create and format workbooks (a collection of spreadsheets). Excel also helps you
analyse data and make more informed business decisions.
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§ Adobe InDesign
Graphic designers use this application to create projects in digital and print formats. It is
helpful in creating documents like magazines, newspapers, flyers, and posters. You may
download Adobe InDesign on both Mac and Windows computers.
§ MS PowerPoint and Templates

Upon creating a presentation in PowerPoint, you will notice the pages called 'slides'.
These slides make up the presentation. You can present the slides that you create as
overhead transparencies or 35-millimetre slides. In addition to slides, you can print
audience handouts, outlines, and speaker's notes.
A PowerPoint template is a pattern or blueprint of a slide or group of slides that you
save as a .potx file. It can contain layouts, theme colours, theme fonts, theme effects,
background styles, and even content. You can create your own custom templates and
store, reuse, and share them with others.
The design of a text must cater to its content. However, the design must also be geared to what
you can do with your software. It is no good planning a multi-column document if you do not
have the software to produce one. Ensure that you know the different types of desktop
publishing software to use. It will help you match what you use with what you want to make.
There are three different classes of desktop publishing software:
§ Word processing
This type of software is commonly used for simpler documents. Word processing
software is also used for correspondence and for finalising text.
§ Drawing
Drawing software is used for creating drawings, digital art, and other illustrations. This
type of software allows you to isolate and move certain elements of pictures.
§ Page makeup
This type of software allows you to make complex layouts, reports, and tables. It can
also help you in preparing posters or charts that combine pictures with small amounts
of text. If you are combining software, check carefully for compatibility. Ensure your
page makeup software will take in text and illustrations from your word processing and
drawing software.
Now that you know the different types of publishing software, you must also be aware of what
to avoid when using them. Avoid designing documents that show off the different facilities of
your software. An example of this is text running around illustrations.
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1.4 Develop Content Overview of Document
Your content is the most important part of your document. Without it, you would have no means of
conveying your message to your audience. You need to ensure that the content of your document is
engaging, cohesive and meaningful. To do this, you must develop your document’s content overview.
A content overview helps you organise the data you want to present in your document. It lists out the
ideas you want to convey to your audience through bullet points or numbered lists.
Think of your content overview as your strategy in creating your document. It helps you identify your
target audience and your goals in writing your document. It also tailors your content to better suit
your audience. Because of this, always ensure to create a content overview before you begin writing.
Developing a content overview does not happen overnight. It takes time to think of ideas and link them
together. There are five steps to creating a content overview:
Brainstorm topics you might want to cover in your document
Narrow your topics down to your main idea
Create an outline of the subtopics you want to discuss
Think of a title
Think of your document's introduction and conclusion
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1. Brainstorm topics you might want to cover in your document

The first and most essential step to creating a content overview is thinking of what you want
to write. You can begin brainstorming content for your document by thinking of keyword
phrases of topics you might want to talk about. No need to be specific during this step. You
only need to jot down any idea you have that may make for a good piece of writing.
2. Narrow your topics down to your main idea

After brainstorming for potential ideas, you can start narrowing them down. Narrow your
ideas down based on what you think matters most. You may establish the idea you choose to
go with by basing your content’s body from your chosen topic. Here, you may also use bullet
points or headings for what you want to discuss per chapter or section of your document.
3. Create an outline of the subtopics you want to discuss

The next step after creating general bullet points for your document’s body is to create
subtopics that will help you expound on your discussion. Here, you may add levels beneath
your main topic. Doing so will help you narrow down what you want to discuss. The more
detailed your subtopics are, the less time you will have to spend comparing your content to
your sources. You may also choose to add even more levels to your outline if you want to
make your discussion more specific.
4. Think of a title
After you get an idea of what you want to write about, you may then begin thinking about
your document’s title. When creating your document’s title, ensure that it catches your
audience’s attention. An effective title should:
be short and catchy
reflect the tone of your writing
describe your content
contain keywords.
5. Think of your document’s introduction and conclusion

So far, you have thought of and written the title and bulleted headings and subheadings. Now,
you can start writing your document's introduction and conclusion. Your introduction and
conclusion are important parts of your document. Your introduction informs your audience
of what they can expect from your document. On the other hand, your conclusion recalls what
your paper is all about and its importance.
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1.5 Determine Categories and Logical Sequence of Information According to Proposed

Structure, Content and Document Requirements
The way you select and present information can impact how you convey your message to your
audience. Readers may misunderstand your message if you do not present your information properly.
Thus, you must be aware of how you collect and present your information. This can help you avoid
misunderstandings and conflicts with your audience.
1.5.1 Selecting Information

Maintaining an unbiased opinion on your subject plays a big role in writing documents. You must
remain objective regardless of the type of document you are writing. Avoid presenting a
personal preference when communicating your purpose.
To select information that is free from bias, you must do the following:
§Collect the information §Constantly compare the
that you think will be useful §Sort through repetitive information and the order
to include in the document and unrelated material in which you plan to
you are producing present it
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§ Collect the information that you think will be useful to include in the document you are
producing
When you are selecting data that may help you in your writing, you must always make
sure to use credible sources. Credible sources include the following:
oTrustworthy websites (.gov, .edu, .ac)
Sites ending in .gov refer to government sites. Government sites generally

contain reliable information. However, exercise caution on content that may sway
public opinion. This may reduce the credibility of the document you are about to
write.
Sites ending in .edu refer to university websites. These websites usually provide
reliable content.
Sites ending in .ac refer to academic institutions. These may refer to institutions
like colleges, universities, and research institutes.
oMaterials published within the last 10 years
oResearch articles and materials by respected and well-known authors
oMaterials from Google Scholar
§ Sort through repetitive and unrelated material

Selecting data often means going through countless sources. However, you cannot use
everything that you encounter. Ensure reviewing your sources and sort what you can
and cannot use.
§ Constantly compare the information and the order in which you plan to present it
Comparing the information and the order you plan to present it can help ensure that
your information is effective and convincing. Comparing information can also help you
determine which source can best match your document’s content. You will find it easier
to write once you are familiar with your sources and how you want to present this
information.
Always ensure to select information that conforms to your document’s proposed structure,
content, and requirements. Doing so would not only make the writing process easier for you
but would also save you some time. It is easy to lose track and get confused with your gathered
information, especially when they come from various sources. Ensure to keep track of what you
gathered and match this information with the requirements your document has.
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1.5.2 Classifying Data

When writing a complex document, you must classify your data based on category. This will
greatly help you with writing a cohesive document that is easy to read.
You can categorise data into two categories:
§ Qualitative or categorical data

Data under this category describe the observable qualities or characteristics of an
object. As such, this data can be difficult to count or measure accurately. Examples of
this can include colour, quality, names, or sex.
§ Quantitative or numerical data

Data under this category answer questions that relate to exact measurements or
quantities. Collection and presentation of this kind of data are possible through
measuring devices. Examples of these devices include rulers or questionnaires with
rating scales.
Based on Technical Writing Essentials, used under CC BY 4.0.
British Columbia/Yukon Open Authoring Platform
1.5.3 Sequencing Data

Always follow a logical sequence when presenting your ideas. For context, a sequence refers to
a succession or an order. In writing, this refers to how your ideas are arranged throughout your
paragraphs.
Here are some commonly used sequences when writing:
Chronological §Order of importance §Cause and effect
§ Chronological
Chronological sequences refer to an order of time. When using this method, you must
first identify how you want to present your data according to the time it occurred. The
sequence can be from the latest to oldest data or oldest to latest data. After deciding
on that, you can arrange the data based on when they occurred.
This sequence is helpful when you want to arrange your thoughts in steps. You can also
use them to enumerate points in your argument. Additionally, you can use transitional
devices when using this type of sequence.
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For example, you want to enumerate reasons why dishwashing soap must be used in
washing plates.
Discuss the reasons why people should use dishwashing soap, as seen below:
People should use dishwashing soap for many reasons. First, dishwashing soap is
mild. It will not irritate your skin or cause allergies. Second, dishwashing soap is
cheaper than other household cleaners. You can easily buy them at any
supermarket. Lastly, dishwashing soap is a good disinfectant, and it can be used for
many purposes.
Compare this to when you want to provide instructions on how dishwashing soap
can be used to wash plates:
First, gather all your dirty dishes and put them in your sink.
Second, rinse all the dirty dishes with water.
Third, use dishwashing soap to remove dirt from your plates.
Lastly, wash your plates and arrange them on your dish rack.
§ Order of importance
The basis of arrangement of data in this method is their importance to the presentation.
Data can be ordered from most to least important, or from least to most important.
§ Cause and effect

Data arranged using this method is first categorised into two:
1.Data that occurred first and thus caused a change
1.Data that occurred as a result of the change or the effect
The data that caused the change is often presented first. This helps build up the
presentation of the data that occurred afterward.
The different ways of sequencing information can prove to be very useful in writing complex
documents. You must always remember to match your chosen sequence depending on the type
of document you are writing. For example, you may choose to write according to order of
importance when writing an email about the minutes of a meeting. In the same way, you may
also choose to follow a cause-and-effect sequence when you are writing a report or a term
paper.
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Activity 1
1. What type of document should you prepare in the following situations?
a. Asking a supplier when an order will be delivered
b. Organising a meeting between stakeholders
2. Who would be your audience for the following text?
a. Letter inquiring about the availability of an order
b. Email informing about a meeting in Conference Room A
3. What type of text structure would you use to present the following?
a. A recipe for chocolate cake
b. An apology for a late product delivery
Notes
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Key Points: Chapter 1

Your purpose is the single reason for writing your document.
You must first determine your audience so you can establish how your document
will appear in writing.
You can communicate your thoughts better by following the requirements set by
your organisation.
Communicating your purpose involves using the best software that will help you
write your document.
You must remain objective regardless of the type of document you are writing.
Avoid presenting a personal preference when communicating your purpose.
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Chapter 1 - ‘True’ or ‘False’ Quiz

Tick ‘True’ if the statement is correct, and ‘False’ if not. True False
The term ‘structure’ refers to the arrangement of the contents

of a document on a page.
Pro forma statements are usually used to reduce the risks that
come with establishing businesses.
Meeting agendas are documents that list items that will be

discussed during a meeting.
Policies refer to steps taken by an employee to complete a

particular task or activity.
Email is an abbreviation of electronic mail and is used to send

small amounts of information.
Quantitative data describe the observable qualities or

characteristics of an object.
Chronological sequences refer to an order of time.
Sites ending in .ac refer to academic institutions.
Word processing software is commonly used for simpler

documents.
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Chapter 2: Draft Complex Document
Drafts help writers put their thoughts and ideas together. Writing a draft is perhaps the hardest step
in writing a complex document. Many writers find writing drafts difficult for many reasons. Some may
find it hard knowing where and how to start. Others may have difficulty in putting their ideas into
words.
When making your draft, always remember that a rough draft is a long way from your finished
document. It is okay for this process to take time. Many people forget that everyone is free to edit
and revise their drafts if they are not satisfied with how they turned out. This chapter will discuss the
basics of forming your own draft. It will also discuss the things you need to consider when writing your
first draft. These include your document purposes and requirements, fonts, and writing styles.
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2.1 Confirm Information is Cohesive and Satisfies Document Purpose and Requirements
Before writing your draft, ensure that the information you gathered makes sense. It should also meet
the purpose and requirements of your document. Remember to double-check your compiled
information. Doing so helps ensure the message you want to convey is accurate and reliable. You must
also remember to comply with the document requirements your organisation follows.
Some document requirements to remember are as follows:
§ Compliance with genre
§ Compliance with pro formas, standardised reporting requirements, or undertakings made

by the organisation about reporting and legal or traditional requirements
§ File types and sizes for online documents
§ Language requirements
§ Organisational policy, procedures, and guidelines
§ Point numbering systems
§ Illustrative materials
§ Standards for references, footnotes, citations, and acknowledgements
§ Timelines
§ Words
§ Writing styles
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One crucial part of research is checking for reliability and relevance of information. It is essential because
it ensures that you can use the information in writing your document.
The following questions will assist you in obtaining relevant information:
§ What kind of problem are you dealing with?

This is the first and most important step in obtaining information. This step is essential
because it helps you determine what exactly you are dealing with. It will help you gauge the
severity of your problem and the time and effort needed to address your concerns. It will also
help determine the information you will need to address your problem and will help you stay
on track.
§ What type of information is required?

Always determine the type of information you are required to present. Ensure the information
aligns with the problem you are dealing with. It should also fulfil your purpose in writing.
§ Where will you be obtaining this information?

It is crucial to determine where you will be obtaining your information. This will also determine
the credibility of the information you are going to use. Ensure obtaining information only from
trusted and credible sources. Doing so prevents confusion as well as miscommunication with
your audience.
§ How will you be obtaining this information?

Make sure to know how you will be obtaining the information you will be using. This will help you
plan out your actions and anticipate the time you need to obtain such information.
§ Is the information you obtained based on facts and credible evidence?

The internet and media are a vast pool of information. However, there are fake news sources
mixed in them. Thus, it is crucial to verify if your information comes from credible sources.
Using facts and credible sources will help you convey accurate information. It will also help
build your reputation as a reliable writer.
§ Does the information comply with the organisation’s policies and procedures?
Your organisation may have a policy of not using information from unreliable sources. These
sources may include wikis or similar websites. Consult your organisation's handbook or
manual to confirm the policies. It will also help you check if the information you gathered
conforms with your:
oorganisation's oorganisation's
goals values.
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When conducting research, it is important to obtain your material from relevant sources. A relevant
source has the following characteristics. It should:
§support the topic
§contain recent information
§contain complete information.
Relevant sources include the following:
§ Materials published within the last 10 years
§ Academic databases (JSTOR, Elsevier, ScienceDirect)
§ Materials from Google Scholar
§ Research articles written by respected and well-known authors
§ Trusted websites (.edu, .gov, .ac)

There are many ways to collect data from credible sources. Some common data collection methods are
listed below:
§ Surveys and questionnaires
§ Records and documents
§ Interviews
§ Journal articles
§ Suggestions and complaints
§ Public notices
Researching may seem like an easy task at first. However, you have to remember that not all sources
are reliable. Thus, you must evaluate the sources and information that you gathered. Ensure that
these are credible and relevant. Doing so can help you:
§separate opinions from facts
§ensure consistency of ideas
§stay focused on the purpose of your document.
Now that you have gathered information, the next step is to confirm its cohesiveness. Cohesiveness
ensures that the information fits together and is easy to understand.
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Ask yourself the following questions to help you determine if the information you gathered is coherent:
Does it relate to my task?

§How helpful is this Is this information related to my topic?
information to my document? Does it provide the information that I need for
the document?
How can I make this information more

understandable?
§How understandable is this
Are there other available information that is easy
information?
to understand?
Does it provide specific information?
Can my document serve its purpose without this

information?
§Do I really need to use this
How does it help me write my document?
information?
Are there other materials or information that I
can use for the document?
Is the source of this information credible and

§How reliable is this reliable?
information? Is the author a distinguished expert or master in
the field?
Always make sure that the information you obtain is credible, relevant, reliable, and coherent.
Obtaining information from credible sources can help you separate opinions from facts. It also helps
you stay focused on the problem by making sure your ideas are consistent.
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2.2 Develop Draft Document to Communicate Data, Information and Knowledge According
to Organisational Policies and Procedures
Draft writing is one of the most important steps in the writing process. Drafts are important because
they allow you to gather your ideas and information. They help you assess your topic’s feasibility and
whether more research should be done. They inform you of what you have and have not achieved
and what you still need to achieve in writing your document.
When writing your draft, always remember to do the following:
§ Create a content overview

As mentioned earlier, creating a content overview is always the first step in creating a draft
and writing your document. A content overview helps you stay focused on your goals. It
reminds you of what you need to accomplish and it provides you with a guide for the topics
you will be writing about.
When creating your content overview, ensure to do the following:
oArrange your headings and ideas properly
oMake sure that your headings follow your document’s purpose
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o Arrange your headings and ideas properly

Your headings provide you with a guide on what to write in a specific section of your
text. Always ensure the smooth flow of headings as well as prevent gaps in the
presentation of ideas. They must always reflect how you intend to use your ideas in
your document.
o Make sure that your headings follow your document’s purpose

A good content overview always sticks to the main topic discussed. That said, your
headers and subheaders should always explain your topic and be easily readable.
§ Research your topic

Researching on your topic helps ensure that what you are writing is credible and accurate.
When writing your draft, it is better to research on your topic before you start writing your
text. Research on your topic during the early stages of writing your draft. Your research will
help you identify potential changes in your document. This will also help you determine
available information for your document. This information, in turn, enables you to determine
what you will write.
§ Make time for writing

Writing drafts and thinking of ideas may take time. Because of this, always make time for
writing when you are writing your draft. You may also set goals and deadlines for yourself and
keep a record of your daily progress.
§ Work ahead
It is easy to feel you have writer’s block when creating your draft. To avoid this, you may
choose to skip certain sections while writing and come back to them later. Sometimes, it is
difficult to start writing when you do not know where to start. You can also work on your
document's body first, then go back to the topic sentence and the introduction.
To communicate your information properly through your draft, you must do the following:
§ Process your raw data into meaningful information

Processing the raw data comes first before communicating the information you obtained. You
can get raw data through various means like statistics, surveys, experiments, and interviews.
Raw data is difficult to understand, especially for your audience. Hence, you must process it
into something they can easily understand.
You may interpret your data through the following:
oBacking up what
oStating what you oExplaining why
you learned by
learned from your explaining the data your data is
data you obtained important
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o Stating what you learned from your data

Your audience will not understand what you are saying if you present raw data right
away. You must start by conveying your key message so you can see if your audience
understands your point.
o Backing up what you learned by explaining the data you obtained

After you introduce your audience to your main point, you may then back it up with
the data you obtained. Here, you may interpret the data into information that others
can easily understand. Explain what your data means and ensure to show your
audience how your data supports your topic.
o Explaining why your data is important

Here, you must explain why your data matters and why your audience should be as
invested in what you are saying as you are.
§ Use an effective means to deliver your information

Choosing the best medium to convey your message is important in communicating
information. Select the best means of communication that is appropriate to your audience
and purpose.
§ Consider your organisation’s policies and procedures

Policies and procedures ensure proper presentation of information based on requirements
and guidelines. These include legislative requirements, rules of writing, and your
organisation's guidelines.
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The case study below presents guidance on drafting documents according to policies and
procedures:
Case Study 2.0

Part of Bounce Fitness's policies and procedures when conducting meetings include:
§ sending notice of the meeting to all staff via email at least 21 days before the
meeting's schedule
§ sending and using a standard agenda to all staff at least 21 days before the
meeting's schedule.
The agenda and the notice must provide enough
information about the meeting. They must also use
Bounce Fitness's prescribed format of meeting
minutes. This format applies to both informal and
formal meetings.
Suppose you are an employee of Bounce Fitness
and your manager wants you to organise a meeting
for the company's entire staff. Following your organisation's policies and procedures
would mean that you should:
§ send a standard agenda and notice of meeting to all staff at least 21 days before
the scheduled meeting
§ study Bounce Fitness's prescribed format of meeting minutes
§ ensure following Bounce Fitness's prescribed format for drafts and documents.
From the case study you read, it is clear that you must always consider your organisation’s
policies and procedures when developing drafts and writing complex documents. Ensure to
communicate information that conforms to your organisation’s prescribed guidelines.
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2.3 Identify Gaps in Required Data, Information and Knowledge, and Collect Additional
Material From Relevant Sources, If Required
Working on your draft makes it easy to discover a lack of information that supports your main idea.
You may find out that you need to conduct more research for more relevant information. Gaps are a
normal occurrence in the writing process. Identifying these gaps ensures the consistency of
information in your document. The sections in this subchapter will help you identify gaps in your text.
They will also help you find ways to collect information that may address those gaps.
2.3.1 Checking Details

Checking for details is a big part of identifying gaps in your drafts. It will also help you identify
information that may not be needed in your document. Evaluate the information you have for
its relevance, quality, and usefulness to your work.
As mentioned earlier, you should ensure that the information you gathered:
§ makes sense
§ meets the purpose and requirements of your document.
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You may ask yourself the following questions to do ensure that the information you gathered
makes sense and meets the purpose and requirements of your document:
§ Is your document’s content relevant?

You can determine whether your document’s content is relevant if it follows your
purpose. Ensure to clearly discuss your reason for writing the document and why the
topic matters to you and your readers.
§ Is your subject clearly defined?

Your subject should be the star of the show. Always make sure that you clearly establish
your subject before you introduce other information in your text. It is usually best to
introduce your subject in your first paragraph. From there, base your supporting ideas
on your main idea, which is in the first paragraph.
§ Does your text support your subject?

As mentioned earlier, always base your supporting ideas on your main idea. This means
that your ideas must not only support your subject but must also flow logically
throughout your text.
2.3.2 Collecting Additional Material

Sometimes, the information you have gathered is not enough to fulfil the document's purpose.
In such cases, you need to conduct further research. As mentioned previously, relevant sources
can include the following:
Materials published within the last 10 years
Academic databases
Materials from Google Scholar
Trusted websites
Research articles writtten by respected and well-known authors
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2.4 Draft Text According to Document Purposes and Requirements
Organisational policies and procedures are not the only factors for your draft. You must also consider
the purpose and requirements of the document you are writing. These two details help you convey a
sense of professionalism in your document.
All documents have their requirements. These requirements may come in the form of formats, genres,
and writing styles. The previous chapter discussed some of these common document requirements.
These are:
§ Compliance with genre
§ Compliance with pro formas, standardised reporting requirements, or undertakings
§ File types and sizes for online documents
§ Organisational policy, procedures, and guidelines applying to writing documents, including

house style
§ Writing styles, including simplicity of English and the use of technical language
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You will find these requirements useful when you are creating your draft. Ensure following them to avoid
simple mistakes, like using the wrong file type or genre.
Your purpose is another important factor to consider when drafting your text. As mentioned earlier, your
purpose is the single reason for writing your document.
Common uses for documents that were discussed earlier were as follows:
§Conveying research findings
§Influencing attitudes, opinions, and beliefs
§Meeting legal requirements
§Meeting other data, information, or knowledge needs of an audience
§Proposing recommendations, options, and actions
You cannot write a cohesive document or draft without knowing what your purpose is. Knowing your
purpose will help you clarify and organise your thoughts. It also prepares you for the entire writing
process. For example, your task is to write a document to convey research findings. In this case, your
draft should also focus on the topic of your research. It should show your research process and also
explain how you arrived at your results.
Activity 2
Suppose you are instructed to write a business letter for your dream company. You wish
to ask whether they are hiring new employees. Develop a draft and compare your work
with your seatmate’s draft.
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Notes
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Always remember to double-check your compiled information. Doing so helps
ensure the message you want to convey is accurate and reliable.
Drafts are important because they allow you to gather your ideas and
information.
Ensure identifying gaps within your document. Doing so prevents inconsistencies

in the information you present in your document.
When conducting research, make sure to obtain your additional material from
relevant sources.
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Always take your document’s purposes and requirements into consideration

when drafting your text.
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You can determine whether your document’s content is relevant if it

follows your purpose.
Drafting your topic helps ensure that what you are writing is credible
and accurate.
Drafts inform you of what you have and have not achieved and what
you still need to achieve in writing your document.
Checking for details is unnecessary in identifying information that may

not be needed in your document.
Gaps are a normal occurrence in the writing process.
It is important to obtain your material from relevant sources. Relevant

sources support the topic and contain outdated information.
Processed data is obtained through various means like statistics,

surveys, experiments, and interviews.
Drafts are important because they allow you to gather your ideas
and information.
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Chapter 3: Finalise Complex Document
Preparing your text is the last step in creating a complex document. This step involves reviewing,
editing, and revising your draft. During the last stage of writing, all writers make final changes in their
text. They do this before they publish or submit the document for approval.
When writers review and revise drafts, they must ensure that they met the objectives. They also make
sure they follow formats and other document requirements. This process involves constantly
rereading your document and assessing for its improvement.
The more you review and revise your document, the better your document will get. This chapter will
teach you the basics of reviewing and revising your document. It will also teach you what to look out
for when reviewing drafts and when to know your draft is ready.
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3.1 Review Draft Text and Confirm Document Purpose and Requirements are Met
Reviewing your draft is one of the most important steps in writing your document. It allows you to
reexamine your work and make changes to improve its quality. It also helps you ensure that your
content is well-supported and clearly expressed. Writers often review their drafts multiple times
before submitting their work to publishers. In the same way, you should be able to revisit your work
and make sure that it properly conveys your message.
Reviewing your draft is a step-by-step process. It is not just about fixing your grammar or checking for
punctuation errors. Reviewing your draft focuses on the readability and comprehensibility of the
document you wrote.
You may review your draft by following these steps:
Identify your main point
Evaluate your information and sources
Check your draft's content
Check your grammar
1. Identify your main point
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The first step to reviewing your draft is to identify your main point. Check if your draft contains
a main idea and that the information you provided supports it. You must ensure to identify
your main point because this is what your entire paper is going to be about.
2. Evaluate your information and sources

This step is perhaps the most important when reviewing your draft. Make sure to evaluate the
information you presented in your document. As mentioned earlier, it should support your
main point. Your supporting ideas must also connect to each other and relate to your main
idea. See if there are ideas that do not fit in your text and delete them if necessary. Also, check
if the sources you used are credible. Consider looking for information elsewhere if you have
sources that are not credible.
3. Check your draft’s content

In this step, you will check if your draft is suitable for the following:
§Audience Purpose Format Structure
§ Audience
If possible, the process can begin with a consultation with the author of the document.
You may ask them about the intended target audience.
After that, you will read the whole document to check for the following:
o Tone o Word choice
o Sentence structure and other related

factors
You will check if these details are appropriate for the target audience of the document.
Determine if the document is suitable for its target audience.
§ Purpose
First, ask what the document is for if this is not already known. Then, identify the
document type and evaluate if it is appropriate for the document's aim. After that,
you will read the document to identify the information it provides. Lastly, you will
evaluate the information to see if it is enough to achieve the document's purpose.
§ Format
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Before working on the format, you must first identify the purpose of the document.
This is because the formatting you will use depends on what the document aims to
accomplish.
Once you have identified the purpose of the document, scan its contents. Pay attention
to the consistency in:
ofont style
ofont size (where applicable, e.g. body text)
ospacing and other formatting aspects.
After scanning and identifying the current format, you can determine its suitability.
Remember that the basis of suitability here is the document's purpose.
§ Structure
When reviewing your draft, ensure that it
has a predictable and logical structure.
This allows your audience to read the
document efficiently and to use its
information effectively. As such, the first
review of any technical document should
focus on ensuring a logical and accessible
structure.
Identify the document type used. Once this is identified, read through the content of
the document. While reading, pay attention to how the content is laid out on the
page. Also, check the sequence used to present information to the reader.
Identify the suitability of document type and layout using the information you
gathered. You must check if it is appropriate for the content of the document. Lastly,
determine if the sequence and presentation of information are clear or if changes
need to be made to the document.
You may refer to the guide below to learn more about reviewing your draft’s structure:
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Is the division of your document into sections

appropriate?
§Are the titles of the sections useful?
§Are the elements of your document type in the right

order?
§Are the sections and subsections in a logical order?
§Is the entire document clearly laid out? Do the

headings and sections relate?
§Review the tables, illustrations, and graphics

presented. Do they effectively present the key
information in a logical order?
§Is the relationship between paragraphs effective

and cohesive? Is the relationship between one idea
and the next clear to your audience?
4. Check your grammar

Checking for grammatical errors is the last step in reviewing your draft. These errors can have
a huge effect on how you convey the message in your text. But these grammatical errors are
often avoidable. Check if there are any problems with spelling, grammar, and punctuation in
your document. A more detailed discussion about this is provided in the succeeding
discussions of this chapter.
Once you finish your initial review, you may ask yourself the questions below. These questions can help
you review your draft further:
§ What do you think about the paper?
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§ Does the document fulfil its purpose?
§ Can your document satisfy your audience’s curiosity?
§ Did your introduction accurately introduce your topic to your audience?
§ Did you provide evidence and use credible sources while writing your paper?
§ Do your paragraphs smoothly transition into one another?
§ Did your conclusion tie your paper together?
§ Did you cite all the information you provided?
§ Are all document requirements met?

Do not worry if you cannot answer all these questions immediately. Reviewing your draft takes time.
Always remember that you must also put the time and effort into writing to produce the best
document. This includes spending time reviewing your draft until you are satisfied with your work.
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3.2 Check Grammar, Spelling and Style for Accuracy and Punctuation
Proper grammar, spelling, style, and punctuation are needed to make your writing interesting and
clear. Always remember to check your grammar, spelling, style, and punctuation before asking for
approval from relevant personnel.
Some of the major spelling and grammatical points to watch out for when reviewing your document are
as follows:
§ Punctuation marks
Incorrect punctuation at the end of a sentence may give the wrong message to the target
audience. Depending on the punctuation used, sentences could become run-on sentences. For
the same reason, a sentence may also lack the writer's conviction for the text. Using the
appropriate punctuation at the end of a sentence is important. It helps clarify what the writer
intended to convey with the sentence (e.g., asking, stating, etc.). Here are some common
punctuation marks and their uses:
oPeriods Question marks oExclamation points
oSingle quotation marks oApostrophes oCommas
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o Periods
Periods are used to denote a full stop at the end of a statement or declarative
sentence. They are also used in abbreviations.
o Question marks
Question marks determine whether a sentence is a question. They are only used at
the end of a statement.
o Exclamation points
Exclamation points are used to show excitement or emphasis in a sentence. Use them
sparingly.
o Single quotation marks

Quotation marks are used to directly quote material from a source.
o Apostrophes
Apostrophes are used to show that a person/thing owns or belongs to something.
They can also be used to combine two words to make a contraction (e.g. it’s, we’ve,
etc.). They can also be used to indicate a missing letter (e.g. ol’).
o Commas
Commas are used to indicate breaks or pauses in a sentence. They are also used in the
following instances:
Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID:

03173K
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When separating a list in a sentence
Between adjectives, if a sentence contains more

than one in a row
For separation between dependent and

independent clauses
For separating introductory words or short phrases

(e.g. however, it was disappointing)
For separating quoted speech or other elements

from the rest of the sentence (e.g. ‘It was a dog,’ he
said)
Between coordinating conjunctions
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§
Run-on sentences
Run-on sentences occur when you combine two sentences together without using punctuation
marks.
Below is an example:
Incorrect
I ate pizza for dinner however I prefer sandwiches.
Correct
I ate pizza for dinner. However, I prefer sandwiches.
§ Capitalisation
Ensure to take note of when you should capitalise words in a sentence. Some instances of when
words should be capitalised in a sentence include the following:
oThe first word of a sentence oProper nouns
§ Subject-verb agreement
Your sentence’s subject and verb must always agree with each other. Singular subjects take a
singular verb. On the other hand, plural subjects take a plural verb.
Incorrect
My friends likes to eat pasta.
Correct
My friends like to eat pasta.
§ Pronoun and antecedent usage

Some sentences contain pronouns with unclear antecedents. This can cause readers confusion
on what the following sentences might be discussing. When each pronoun has a clear
antecedent, the sentences connect with one another. This also allows readers to follow the
writer’s discussions.
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§
Word usage
How you use words can greatly affect your document. Misusing words can confuse your
audience and change your document’s direction. Avoid confusing and misused words in your
writing. Make sure to check the spelling and definition of a word if you are unsure of its
meaning and spelling.
Incorrect
I really appreciate your advise.
Correct
I really appreciate your advice.
Manually proofread the whole document. Doing so helps you identify the context of the document.
This context can explain the use of certain punctuations or sentence structures. This is something that
computer applications may overlook or fail to check. As the review progresses, you can add manual
marks (e.g. pencil marks, highlights, etc.) to the document. Doing so will help you track or take note
of areas with the wrong punctuation.
You may ask for the assistance of someone (e.g. friend, colleague, etc.) who is willing to read the
document for you. After they read the document, you can then ask them what writing style they found
the document to be in. Use their feedback to adjust certain parts of the document. The adjustments
should improve the writing style for the document's intended purpose.
A quick way to review your document is to use applications that check for grammatical errors. You can
easily find them on the Internet. Run the document through a spellchecking application to
automatically identify misspelled words. An example of this is Microsoft Word Spell Checker. This
allows you to correct the misspelled words without reading the whole document.
Here are other examples of spellchecking applications:
Grammarly
LanguageTool
After the Deadline
Grammarly
Grammarly is one of the most popular online grammar checking tools. You can add this to your
browser to check for errors while you are writing your document. The application identifies
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§
errors in grammar and spelling and contextual mistakes as you write. This helps you spot the
errors as you work on the document. It also provides spelling and grammar suggestions. Lastly,
Grammarly rates your work based on readability, accuracy, and performance.
§ LanguageTool
Similar to Grammarly, LanguageTool is an application you can add to your browser or install as
a computer application. What makes LanguageTool unique is that it works with over 20
languages. Some examples of the app's languages are German, Polish, Dutch, French, and
Tagalog.
§ After the Deadline

After the Deadline is another example of a grammar checking tool. Like the previous examples,
you can also add this to your browser or install it as a computer application. This application
checks your whole document for errors in spelling, style, and grammar.
If you prefer editing your work offline, you can also use MS Word to check for grammatical errors. Run
the grammar check on your document using the spelling and grammar tool. You can access it by
clicking on the Editor button or pressing the F7 key. You can also use the app’s thesaurus to find words
you may need to write your document.
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3.3 Confirm Draft Text is Approved by Relevant Organisation Personnel
Feedback is defined as information about one’s understanding and performance. It gives you
information on your progress to reach your goals. You need feedback because of the following
reasons:
§ It helps you avoid mistakes.
§ It motivates you to do better.
§ It keeps you on track.
§ It helps you learn.
§ It advances your career.
§ It helps you assess your performance.

Obtaining feedback is an essential step in writing your document. If your work was commissioned by
someone else, now is the time to get it approved so you can prepare your final copy. If you need to
make changes, do them now and get them approved.
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It is normal for you to wonder whether you were able to successfully complete a task or if your
performance needs work. Seeking feedback can confirm your thoughts and motivate you to do better.
There are many ways to seek feedback. Ways to seek feedback include:
§written and electronic comments
§suggestions from peers
§meetings with relevant enterprise personnel
§asking questions that help you gain additional information on your task
§asking questions that confirm if you completed the task.
When writing your draft, always ensure to seek the approval of relevant enterprise personnel. These are
persons or groups who have a role or interest in the document you are writing.
Relevant enterprise personnel may include the following:
Colleagues, staff in Managers, leaders,

Consultative
your work section, or coordinators, or Owners
committees
team members supervisors
§ Colleagues, staff in your work section, or team members

Your colleagues are an excellent source of feedback. Chances are, they might also be familiar
with the type of documents you are writing. They might also be familiar with who your
audience is. An advantage of seeking feedback from your colleagues is their accessibility. You
can easily schedule a consultation time with them. You can also use this opportunity to learn
from each other and discuss areas in your work that you may not understand.
§ Consultative committees
Consultative committees are created to make proposals or provide advice about your
document. You may consult these committees when you want to o exchange views o share
information on what you are writing.
§ Managers, leaders, coordinators, or supervisors

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Seeking feedback from managers can have a positive impact on your work. Managers can
provide a detailed explanation of what you are supposed to write. They may also identify what
they expect from your document.
§ Owners
Owners monitor your management or organisation. They do so because they are the
decisionmakers in your organisation. Seeking feedback from them can help show that you
value their opinions.
Seeking feedback from relevant personnel helps you improve your document. Their feedback may
help you determine what works and does not work. They may also provide you with helpful criticism
and suggestions. These can guide you in your writing process. Get your document approved by
someone else. Doing so helps prevent confusion and misunderstanding when creating the final
document.
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3.4 Review and Incorporate Any Amendments in Final Copy
As mentioned earlier, seeking feedback may provide you with helpful suggestions and criticisms. These
two can guide you during your writing process. So, it is important to remember their feedback and
incorporate their comments and suggestions into your work.
Reviewing your draft is not limited to checking grammar and punctuation errors. It is more about
determining whether your document is easy to read and conveys your message. After reviewing the
draft you produced, you can incorporate the feedback you received into your document.
To incorporate feedback into your document, refer to the following guide:
§ Scan through your feedback

Scanning through your feedback always comes first after consulting relevant enterprise
personnel. Doing so will help you gauge the amount of time you will spend revising your work.
It will also help you gauge the work and changes you need to make.
§ Prioritise the feedback you receive

Prioritising the feedback you receive will help reduce the stress you might feel when receiving
feedback for the first time. You will know what you will need to do first and what you can do
at a later time.
§ Focus on one issue

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Receiving feedback in bulk may sometimes feel overwhelming. Say your evaluator gives a lot
of detailed feedback and specific information. For a case like this, it is always good to focus on
one issue at a time. You may choose to concentrate on the major issues at hand. Then resolve
the minor issues after dealing with the major issues in the document.
§ Incorporate amendments to the entire document

Incorporating changes to the entire document occurs when you receive general feedback. For
example, your evaluator commented about the pronouns you used in the document. The
document requires you to use the second-person perspective. However, the evaluator
commented that you often used first-person in the document. Addressing this comment
would mean changing all pronouns from first-person to second-person.
§ Set aside time for revisions

No revision is perfect on the first try. Producing a cohesive document requires the document
to go through many revisions. Because of this, it is always important to set aside time for
further revisions. Ensure to do this whenever you are creating a document and even when
you are already in the revision stage.
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3.5 Apply Basic Design Elements for Document Appropriate to Audience and Purpose
Design elements help make a document look more credible. They also make your document easier to
read and help attract readers. Usually, organisations provide templates for use in their documents.
These templates maintain the consistency of documents used in the workplace. However, templates
are not always provided for all document types. Because of this, it is important to be knowledgeable
about the different design elements used in creating documents.
When writing your document, it is always important to use basic design elements that suit your audience
and purpose.
Basic design elements include the following:
Fonts Capitalisation Headings Illustrative materials
Logos, branding, and

Justification and
Pictures Tables organisational identity
alignment
requirements
Margins and paragraph Page orientation and Use and amount of Use and amount of
indentation size colour white space
Templates

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§
Fonts
Choosing the appropriate font style and size is important in writing documents. You can use
font styles to support the overall tone of the document. Fun and quirky fonts work best in
documents written for a fun purpose, like party invites. Simple fonts like Calibri is a better
choice for academic or business purposes. Simple fonts help ensure that the readers can read
the content well.
You can classify font styles into two major categories: Serif and Sans Serif fonts. Serif fonts are
often used for printed documents. The embellishments of Serif fonts give off a more
traditional look. This characteristic adds to the professionalism of a document.
Web pages often have Sans Serif fonts. Designers believe this font suits documents viewed
through small screens (e.g. smartphones). Other common uses for Sans Serif fonts are
headlines, titles, or any text meant to stand out from the rest of the document.
Always remember to choose simple yet professional font styles when writing. Avoid using
fonts that can distract your audience. You want your message and words to stand out, not
your font. Some common fonts used in a professional setting include the following:
oTimes New
oArial oCalibri oVerdana
Roman
For font sizes, many organisations prefer 12 pt as the standard document font size. Ensure to
check your organisation's preferences for font sizes before submitting your document.
§ Capitalisation
Always remember to observe proper capitalisation while writing your document. Keep in mind
that all sentences and proper nouns start with capital letters.
§ Headings
You can add headings in the document to make separate sections in your content. Headings
help you segregate content into specific groups, such as categories or discussion points.
Readers are then guided on the context of what they are reading. Headings also make it easier
for them to look for the specific sections in the document.
Effective headings are consistent, readable, and specific. They serve the following functions:
o They show a logical development of ideas.
o They allow the reader to selectively scan and read parts of your text. o They
provide an organisational overview of your document.
o They tell the reader what to expect from each section of your document.
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§
Illustrative materials
Always ensure that the illustrative materials you use suit what you are writing. Also, take note
of your organisation’s preferred file size and format when sending documents with
illustrations.
§ Justification and alignment

Proper justification and alignment help your readers navigate through the document faster.
Some readers may have difficulty in reading fully justified text. This is because a fully justified
text makes it hard to find the edges of the text.
Take note of the following tips when dealing with text justification issues:
oUse left justification as a default
oEnsure that normal word spacing is preserved when using full justification
Ensure clarifying your organisation's preferences on justification and alignment of the

document.
§ Pictures
You can include pictures in the document to chunk long blocks of text. Doing so provides
readers with something else to look at while browsing the document. Pictures keep the
readers interested by providing the information in a different format.
§ Tables
Always remember to label all the tables present in your document. Tables make the
presentation of large amounts of numerical data concise and orderly. If you are presenting
large amounts of information, ensure to use lists and tables. This allows you to present your
data without having to describe them one by one with words.
§ Logos, branding, and organisational identity requirements

Make sure to include logos and other organisational identity requirements in your document.
Take note of this, especially if your organisation requires you to do so. Some organisations
require the use of watermarks and logos to protect their information. Your organisation may
have a policy of including watermarks and logos. Ensure adding these in the document if your
organisation requires it.
§ Margins and paragraph indentation

Observe proper margin and paragraph indentations in your document. Proper indentation can
make your text easier to read.

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§
Page orientation and size

MS Word allows you to adjust your document’s page orientation and size and preview your
changes. You can access them in the Page Setup group on the Layout tab.
§ Use and amount of colour

Avoid using colours that make your text difficult to read. For instance, avoid using lightcoloured
font colours when using a white background.
You should also avoid using too much colour on your page. Excessive use of colours can
distract your readers. This may discourage them from reading your text. Organisations usually
use a black font when writing documents. Make sure that your use of colour conforms to your
organisation’s requirements.
§ Use and amount of white space

White spaces help separate graphics and text in a document. When used effectively, white
spaces create balance in your document. They also make it easier for your readers to read the
text. Avoid using too much or too little white space. Use only the amount that makes reading
your document easier.
§ Templates
Some organisations have preset templates for their documents. Ask your organisation about
their preferences before writing your document.
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§

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3.6 Check Document and Confirm All Requirements are Met
You are now getting closer to your goal. You have made a draft and finalised your content and are
close to finally finishing what you are writing. Once you reach this point, a review is the only thing left
to do. You must check if all your document requirements have been met.
The completeness of your requirements is important for many reasons. Some of the reasons are as
follows:
§ Verification
Incomplete requirements can result in the document not being published or approved.
Consult the relevant enterprise personnel if your document requirements are difficult to
understand.
§ Quality assurance
Checking your document’s completeness is also a means of assessing your document’s quality.
Incomplete requirements may mean that your work needs improvements. Meanwhile,
complete requirements indicate that you are ready to submit your document.
§ Satisfaction and acceptance

The completeness of your requirements also affects the satisfaction of readers towards your
work. It will also determine whether your readers will accept what you wrote.
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Those are but a few reasons on why you should ensure all your document requirements should be met.
Here are some ways you can ensure that all your document requirements are met:
§ Create a checklist of your document requirements

You may create a checklist to check and track the completion of the requirements. The
checklist may also help you do the following. o Organise the content of the document
o Ensure consistency and completeness of the document
§ Use word processing software

Word processing software helps you meet the required design elements of your text. For
example, you can check the justification and alignment by checking your document's layout.
§ Review your final text

Reviewing the document can help you determine if it conveyed your purpose. It will also help
you check if the content is appropriate for the purpose and to the target audience.
After printing the final copy, get someone to read through the document again. Doing so helps ensure
that the document will do its job as effectively as you intended. Follow these steps every time you
write a formal document of any size.

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Activity 3
This activity is a continuation of the activity from Chapter 2. Compare your draft with
someone and check for grammar, punctuation, and spelling errors. Suggest ways to
improve grammar and help your seatmate edit their work.
Notes
P a g e 101 | 109

Reviewing your draft allows you to re-examine your work. It also allows you to make
changes to improve the quality of the document.
Always remember to check your grammar, spelling, and style before asking for
approval from relevant personnel.
You can easily find applications to check for grammatical errors on the Internet.
Obtaining feedback is an essential step in writing your document.

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When writing your draft, always ensure to seek the approval of relevant
enterprise personnel.
When writing your document, it is always important to use basic design elements
that suit your audience and purpose.
Make sure to check if all your document requirements have been met.
P a g e 103 | 109

Reviewing your draft is a step-by-step process.
Reviewing your draft is all about fixing your grammar or checking for
punctuation errors.
Double quotations are used to directly quote material from a source.
A comma is used to denote a full stop at the end of a statement.
Design elements do not make a document look more credible.
When creating your initial draft, ensure that you check it against the
requirements of your purpose statement.
Font styles can be used to support the overall tone of the document.
Excessive use of colours can attract your readers and encourage them to
read your text.
White spaces help separate graphics and text in a document.
Pictures can help maintain your audience’s interest by providing the

information needed in a different format.

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Summary
“The world rewards

those who take
responsibility for
their own success.”
Curt Gerrish
Formal writing is a skill that you can learn and apply. When writing your document, ensure to plan
what you are going to write. Determine who your audience is, what your objectives are, and why you
are writing the document. You must also choose the proper style, format, and structure. These will
help you make a good first impression on your readers. Ensure following your document requirements
when writing your document’s content.
When writing your document’s content, develop a content overview. A content overview helps you
organise the data you want to present in your document. After you make your content overview, you
may then begin writing your draft. Drafts help writers put their thoughts and ideas together. They also
inform you of what you have and have not achieved and what you still need to achieve in writing your
document.
After writing the draft, you can check for gaps, errors, and unfulfilled requirements. Ensure getting
feedback from relevant enterprise personnel. Once you have verified your work, you are now ready
to submit your document.
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References
These are some references that may be of assistance to you in completing the Assessment for this unit
of competency:
• Bhandari, P. (2020, June 5). A step-by-step guide to data collection. Scribbr.

https://www.scribbr.com/methodology/data-collection/
• Chuang, F. Y. (2020, July 15). Writing a conclusion. The University of Warwick.

https://warwick.ac.uk/fac/soc/al/globalpadrip/openhouse/academicenglishskills/writing/conc
lusions/
• Commonwealth of Australia. (2021, September 6). Emails and letters. Style Manual.
https://www.stylemanual.gov.au/content-types/emails-and-letters
• Commonwealth of Australia. (2021, September 6). Images. Style Manual.

https://www.stylemanual.gov.au/content-types/images
• Covey, S. R., & England, B. (2010). FranklinCovey style guide for business and technical
communication. Franklin Covey.
• Cultural Atlas. (2017). Australian Culture. https://culturalatlas.sbs.com.au/australian-culture
P a g e 107 | 109
• Last, S., Neveu, C., & Smith, M. (2019, January 1). Technical writing essentials. British
Columbia/Yukon Open Authoring Platform. https://pressbooks.bccampus.ca/technicalwriting/
• Locker, K. O., Mackiewicz, J., Kienzler, D. S., & Aune, J. E. (2019). Business and administrative
communication. Mcgraw-Hill Education.
• White, E. M. (1994). Teaching and assessing writing: Recent advances in understanding,

evaluating, and improving student performance. Jossey-Bass.

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Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

Version Control & Document History

Date Summary of modifications Version

07 September Version 1 final produced following

Version 1.1 Updated for:

§ Amendments to wording, grammar

§ Minor updates to formatting

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

CHAPTER 2: DRAFT COMPLEX DOCUMENT .................................................................. 58

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

CHAPTER 3: FINALISE COMPLEX DOCUMENT ................................................................ 77

SUMMARY .......................................................................................................... 105

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

About the Business Services Training Package

Delivery and Assessment of Qualifications

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

Qualification Training Pathways

Australian Core Skills Framework (ACSF)

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

About this Unit of Competency

BSBWRT411 - Write complex documents

1. Plan complex document

2. Draft complex document

3. Finalise complex document

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

Chapter 1: Plan Complex Document

§ determining the document’s audience, requirements, and purpose

§ determining its required format, style, and structure

§ establishing a method of communication

§ developing an overview of the document

§ finding data that conforms to something worth reading.

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

1.1 Determine Audience, Purpose and Requirements of Document According to

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

§Influencing attitudes, §Meeting legal

§Meeting other data, §Proposing

§ Conveying research findings: Information about research findings is generally produced

§ Meeting other data, information, or knowledge needs of an audience: The

§ Proposing recommendations, options, and actions: You can propose

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

§Compliance with genre

§Compliance with pro formas, standardised reporting

§File types and sizes for online documents

§Languages other than English

§Organisational policy, procedures, and guidelines applying

§Writing styles, including simplicity of English and use of

§Point numbering systems

§Standard for references, footnotes, citations, and

§Timeline, including deadlines

§Rules and conventions for written English

Compliance With Genre

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

§ Formal (written to an unknown audience)

§ Semi-formal (written to a known individual)

Compliance With Pro Formas, Standardised Reporting Requirements, or Undertakings Made by

Unit Code: BSBWRT411| RTO ID: 91630 | CRICOS ID: 03173K

Standardised Reporting Requirements

§ make checking for errors and omissions easier