fire and emergency services company officer — lesson 8 fire and emergency services company...

Fire and Emergency Services Company Officer — Lesson 8

Fire and Emergency Services Company Officer, 4th Edition

Chapter 8 — Written Communications

Fire and Emergency Services Company Officer

8–2

Learning Objectives

1.Match to their definitions terms associated with written communication.

2.Identify parts of an outline.

3.Identify common paragraph transitions.

(Continued)


8–3

Learning Objectives

4.Identify generally accepted writing guidelines.

5.Select facts about writing memos and e-mail messages.

6.Select correct responses about writing letters.

(Continued)


8–4

Learning Objectives

7.Given scenarios, write a letter, memo, and e-mail relating to the fire service.

8.Identify guidelines to follow when writing a press release.

9.Given a scenario, write a news release over a fire and emergency services event.

(Continued)


8–5

Learning Objectives

10. Select facts about various types of reports.

11. Write a report on a specific fire department topic.

12. Select facts about executive summaries, agendas, and minutes.

(Continued)


8–6

Learning Objectives

13. Identify basic information to be included in a policy or procedure.

14. Recall information about requests for proposals (RFPs) and bid specifications.


8–7

Audience

• Individual — Supervisor or subordinate

• Internal group — Staff member or labor representatives

• External audience — The municipal governing body or the readership of a national trade journal

(Continued)


8–8

Scope

• Subject or topic

• How broad or narrow the coverage is

• Stated in the thesis statement

• Similar to the central idea of a speech


8–9

Purpose

• Reason the document is written

• Establishes what the writer wants to accomplish; examples:– Informing the audience of an event– Describing a new method or procedure


8–10

Parts of an Outline

• Introduction

• Body

• Conclusion

(Continued)


8–11

Parts of an Outline


8–12

Document Writing Guidelines

• Paragraphs– Have visual reference points that indicate a

subdivision of the topic– Contain topic sentences that announce

and control the content of the paragraph

(Continued)


8–13

Document Writing Guidelines

• Paragraphs– No rule for exact number of words or

length — Depends on number of subdivisions in the outline

– Average length is 75 to 125 words


8–14

Paragraph Transitions

• Tie paragraphs together to maintain flow and rhythm of document

• Come at the end of one paragraph and then at the beginning of the next paragraph

(Continued)


8–15

Paragraph Transitions

• At the end of the paragraph

• At the start of the paragraph– Show contrast or qualification– Indicate continuity– Show cause and effect– Indicate exemplification


8–16

Generally Accepted Writing Guidelines

• Be clear.

• Get to the point.

• Use a minimum of words to convey the message.

• Write in a conversational tone.

• Use a friendly and positive tone.

• Avoid archaic language.

(Continued)


8–17


• Avoid jargon.

• Avoid long sentences and the use of numerous commas.

• Write in an active voice.

• Use parallel structure.

• Always proofread a document before finalizing it.

(Continued)


8–18


• Use bullets, numbers, and other indicators for key points.

• Use appendices for additional information.

• Retain a copy of the written document.

(Continued)


8–19

Memos

• Quick and relatively simple way of transmitting a message within an organization

• Brief written document that describes what, where, when, who, why, and sometimes how

• Valuable


8–20

Memos and E-mail Messages

• Memos are generally sent by electronic means.

• Methods for writing memos and e-mail messages are generally the same.

• The one purpose of a memo or e-mail is to accomplish a task.

(Continued)


8–21

Reasons for an E-mail Policy

• Professionalism

• Efficiency

• Liability protection


8–22

Parts of a Memo or E-mail

• Who

• What

• When

• Where

• Why

• How


8–23

Memo and E-mail Value

• Correct spelling

• Correct punctuation

• Correct grammar

• Neatness

• Consistent format

• Concise/accurate content


8–24

Memo and E-mail Cautions About Content

• Never put into writing anything that cannot be made public.

• Do not use memos or e-mails for criticisms, reprimands, or personal communications that are best communicated in person.

• Never use sexist, racist, or inappropriate language in memos or e-mails.

(Continued)


8–25

Memo and E-mail Cautions About Content

• Delegate memo or e-mail writing to a member of the organization who can effectively write them if the company officer cannot.

• Have memos and e-mails proofread.

• Remember that e-mails cannot be withdrawn once they are sent and will exist forever.


8–26

E-mail Tips

• Be concise and to the point.

• Answer a question fully when responding.

• Always use proper spelling, grammar, and punctuation.

• Make the message personal.

• Use templates for frequently used responses to save time.

(Continued)


8–27

E-mail Tips

• Answer all e-mails (like phone calls) quickly.

• Do NOT attach unnecessary files.

• Always use proper structure and format.

• Avoid the use of all capital letters, which indicates the writer is angry or yelling.

• Read the message before sending to ensure that is it complete and correct.

(Continued)


8–28

E-mail Tips

• Do NOT use the reply to all function if only one person is the intended recipient.

• Avoid abbreviations and emoticons (symbolic pictures made from keyboard characters) because they are not professional.

• Format the message so that it is easily readable.

(Continued)


8–29

E-mail Tips

• Avoid the use of color or fonts that make the message difficult to read.

• Do NOT create or forward chain letters.

• Do NOT request deliver and read receipts unless it is absolutely necessary.

• Do NOT copy and send a message or attachment without permission.

(Continued)


8–30

E-mail Tips

• Do NOT discuss confidential information.

• Write in the active voice rather than the passive.

• Use a meaningful subject line to indicate the contents to the reader.

• Stay with one general subject per message.

• Use short sentences.

(Continued)


8–31

E-mail Tips

• Never send or forward messages containing libelous, slanderous, defamatory, offensive, racist, sexist, or obscene comments or statements.

• Never reply to or forward spam.

• Do NOT use a signatory line at the end of a memo; it is not necessary.

(Continued)


8–32

E-mail Tips

• Keep records of communications by saving e-mails in both electronic (compact disc-read-only memory [CD-ROM] or diskette) and hardcopy forms.


8–33

Writing Letters

• Usually written to persons, groups, or agencies outside the organization

• Longer and more formal than memos

• Tend to represent the entire organization


8–34

Letter Format

• Heading

• Opening

• Body

• Closing

(Continued)


8–35

Letter Format


8–36

Letter Types

• Problem

• Denial

• Customers

• Promotion

• Praise and evaluation

• Persuasion

• Thank you

• Form


8–37

Letter Writing Considerations

• Consider the tone of the letter.

• Be sincere in the message.

• Make the letter reader-centered.

(Continued)


8–38

Letter Writing Considerations

• Express praise easily and always say “please” and “thank you.”

• Admit mistakes and take responsibility.

• Make the letter personal when possible.


8–39

Preparing a Press Release

• Summarize the information by answering who, what, when, where, and why.

• Use the inverted-pyramid style or organization by putting the most important facts first and least important ones last.

• Limit sentence length to no more than 20 words.

(Continued)


8–40


• Write no more than four or five lines per paragraph; one sentence paragraphs are acceptable.

• Use active voice.

• Write clearly and concisely. Avoid flowery language and technical terms or jargon.

• Be sure that all direct quotes and paraphrased statements are properly attributed. (Continued)


8–41


• Proofread the document and then proofread it a second time.

• Have someone else proofread the document.

• Include any photo opportunities there might be and when they will occur.

• Keep to no more than two pages in length.

(Continued)


8–42


• Keep short, concise, and easy to read.

• Provide information to the public information officer (PIO) to write press releases when the company officer is not responsible for writing them.

• Check standard operating procedure for press release format and release criteria.


8–43

Form-Based Reports

• Designed to place specific information into spaces or fields

• Used for incident reports, injury reports, fire investigation reports, internal or external inspection reports, attendance reports, etc.

(Continued)


8–44

Form-Based Reports

• Considered legal documents that may be needed in a court of law; should be:– Legible – Accurate – Complete – Objective


8–45

Narrative Reports

• Result of a form report or generated as part of al project or analysis and includes a brief review or executive summary

• Types– Justification– Recommendation– Progress– Progress and justification– Description (Continued)


8–46

Narrative Reports

• Determine purpose.

• Determine format.

• Research topic. (Include source citations in the form of footnotes or endnotes.)

• Develop outline.

• Write report (no matter what type) in the basic format: introduction, body, and conclusion, and executive summary.


8–47

Executive Summary

• Brief review of key points attached to front of report

• Provides audience an opportunity to understand the main points without having to read the entire document

• Ensures essential information contained in the report is read

• Acts as an attention-getter that may spur audience to read the full report (Continued)


8–48

Executive Summary

• Format– Main topic statement of the report– Bullets denoting main points– No longer than two pages– Conclusion of summary is the

recommendation or suggested action found in the report.


8–49

Agenda

• Outline of activities proposed for a meeting or event

• Specific

• Sequential

• Includes the main points that are to be addressed during the meeting

• Basic framework for the minutes of the meeting


8–50

Meeting Minutes

• Provide accurate records of the topics covered, decisions made, and assignments given during a meeting

• Establish who, what, when, where, how, and why of a meeting

• Provide paper trails in the event of legal actions

(Continued)


8–51

Meeting Minutes

• Focus on the key points of a meeting

• Need to be accurate, brief, and easy to read

• Things to include


8–52

Policies and Procedures

• Included documents

• Basic document format

• Page format

• Revisions


8–53

Request for Proposal

• Defines the needs of the department or organization

• Allows manufacturers or their authorized distributors to decide if they can meet bid specifications

(Continued)


8–54


• Proposals– Have a specific schedule outline, delivery dates,

provisions for supplying units for scheduled evaluations, and training dates for technicians and officers

– Allow jurisdiction control over the companies that can bid

(Continued)


8–55


• Proposals (cont.)– Eliminate from consideration companies that

– Cannot meet delivery deadlines– Cannot provide the required performance

bonds– Lack established financial support to complete

the contract– Have documented history of contract violations

– Reduce number of bidders to those capable of meeting the bid specifications


8–56

Bid Specifications

• Bid specifications– Include specific equipment requirements plus the

legal requirements of the finance or purchasing officer which may include:

– Attendance at prebid meetings– Warranties– Liability or performance bonds– Specified delivery times– Payment schedules– Financial statements (Continued)


8–57

Bid Specifications

• Bid specifications (cont.)– Include detail of the design requirement with

nothing assumed– Use sample bid specifications forms as a guide

but be aware that they may be written in such a way that only one manufacturer can meet them.

– Get bid specifications approved by jurisdiction’s finance or purchasing officer, who will issue bid requests and forward returned bids to the purchasing department for evaluation.


8–58

Summary

• Written communications are basic to the daily operation of a modern fire and emergency services organization.

• The company officer will be expected to provide written reports, official letters, policy recommendations, RFPs, bid specifications, and other documents that become the basis for decision-making on the part of superiors.


8–59

Summary

• Accuracy and professional appearance are critical elements of all written communications. In the end, they provide a record of the activities of the officer and the organization.

fire and emergency services company officer — lesson 8 fire and emergency services company...

Documents

emergency services event

continued slide

outline slide

procedure slide

speech slide

written communications

learning objectives

common paragraph transitions