Choosing The Best Process and Form

Chapter 6
Choosing the Best

Process and Form
© 2014 by McGraw-Hill Education. This is proprietary material

solely for authorized instructor use. Not authorized for sale or
distribution in any manner. This document may not be copied,
scanned, duplicated, forwarded, distributed, or posted on a
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use.website, in wholefor
Not authorized or sale
part.or distribution in any manner.
This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 6-1
Importance of Skillful Writing
Click to edit Master title style
• Businesspeople seek writing skills in applicants

– Tend to value writing skills quite high
• Writing is more difficult than other forms of
communication
– Does not offer writers the privilege of seeing
the reader’s reaction
– The only safety net the writer has is the words
and tone used
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner.
The Writing Process
Planning
Planning- What you want to say
1. Determine goals
– Figure out what is your purpose
– Bring business goals into your writing goals (hotel
manager)
2. Analyze the audience
– What information matters most to audience
Planning
3. Gather and collect data
– Do some research. Ex. Past correspondence, warranties.
4. Analyze and organize information
– Analyze what information to include and what to exclude
– While organizing, put first the information that will have
the most positive reaction. (Direct order vs. Indirect order)
5. Choose a form, channel and format
– Form or channel will determine how to write
(email/letter/brochure)
Drafting
Drafting – Saying it
• Avoid perfectionism when drafting
– Trying to perfect the first draft results in forgetting to put
important information
• Keep going
– Allow minor errors in grammar or wording
• Use any other strategies that will keep you productive
– Keep yourself motivated.
– Ex. Write at night, start with your favorite part, promise
yourself a reward
Revising
Revising- Saying it better
Levels of edit:
1. Revise: Whether all necessary information is
included and logical. Check the formatting.
2. Edit: Fix any sentences or words that needs fixing.
3. Proofread: A final read though after editing.
Point: Get feedback from others if required.

Forms of Written Communication
Letters
Social
Media Memos
Text &
Instant
Messages
Emails
Letters
• The most traditional type of business message
• Used to correspond with people outside the
organization
• Not as formal as they once were
• More conversational nowadays (as discussed
in the previous chapter).
• Ex: Dear Sir/Madam – Dear Tom Smith
Sincerely Yours – Best Regards
Memorandums (Memos)
• Memos are internal letters.
• Emails have replaced them.
• Used by people who do not use computers.
• Format
• Date
• To
• From
• Subject
• Message
• Most companies have standard memo templates.
• Usually casual and informal.
Emails
• Email has become the most widely used form of
written communication at workplace
Why email?
• Low cost
• Eliminates telephone tag
• Multiple recipients
• Email addresses readily available
• Faster than letters, memos
• Formatting is easier, no word limit
• Archived and filed as written record of correspondence
Emails
• Challenges
– Avoids face-to-face communication, not
ideal for building long term goodwill.
– Can be forwarded, not confidential
– Spam
– May be ignored
Click toTop
edit10Master
Email Mistakes
title style
1. Using vague subject lines such as “meeting”
2. Using the “bcc” field to be sneaky in communication
3. Not deleting strings of replies unnecessary to the recipient
4. Ignoring grammar
5. Sending overly long emails
6. Creating long paragraphs
7. Hiding the main point
8. Not avoiding emotion
9. Using email when it’s not the best communication channel
10. Forgetting that email is a permanent record
Newer Media in Business Writing
• Text Messaging
• Instant Messaging
• Social Media (MySpace, Facebook)
ClickTexts & Master
to edit Instant Messaging
title style
• Used for promotions, brand awareness, customer relations and
correspondence.
• Typically limited to 160 characters (texts)
• Some companies have their own IM platforms for security and
record keeping.
• Tips
– Cover all critical information.
– Keep it short.
– Strive for clarity.
– Maintain a conversational tone.
– Adapt messages to the audience.
– Keep language and content professional.
Social Networking
The latest communication channel. Examples include
– Facebook, MySpace
– Twitter, LinkedIn
– Personal and corporate blogs
Social Networking
• Uses
– External communication with customers or clients
– Publicity or product promotion
– Internal communication
– Evaluate potential employees
• Reminder: Nothing on these sites is
confidential. Your employer (or a potential
employer) may view them.

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Chapter 6

Choosing the Best

© 2014 by McGraw-Hill Education. This is proprietary material

• Businesspeople seek writing skills in applicants

Point: Get feedback from others if required.

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