TECHNICAL COMMUNICATION:

Part I:

Email, Memos, and Business Letters

British schoolgirl baffles teacher with SMS essay

London, March 3: An English essay written by a British teenager in text-messaging short-hand has re-ignited concern among teachers that literacy standards are under threat. The Daily Telegraph reported on Monday that the 13 year-old student’s teacher could not decipher what the youngster had written.

“I could not believe what I was seeing. The page was riddled with hieroglyphics, many of which I simply could not translate”, the teacher told the newspaper. The teenager’s essay, which caused the problem, began: “My summr hols wr CWOT. B4, we used 2go2 NY 2C my bro, his GF & thr :- kids FTF. ILNY, it’s a gr8 plc.”

In translation:

“My summer holidays were a complete waste of time. Before, we used to go to New York to see my brother, his girl friend and their three screaming kids face to face. I love New York. It’s a great place.”

Judith Gillespie, of the Scottish Parent Teacher Council, told the newspaper a decline in grammar and written English was partly linked to the text messaging craze. Reuter.

Modern technology makes it necessary for us to use the ‘fast category’ media for communication, particularly the electronic media tools like the Email - and mobile phones, which have been upgraded into real wonder tools, where not only modes like short messaging services are used, but also a whole lot of multimedia, colour, audio and visual options, including video films, are now available. Along with that, however, certain practices have also crept in, perhaps aimed at economy of costs and time.

Email is a Powerful Communication Tool.

E-Mail has a unique as a communication medium – between a paper memo and a telephone conversation. Email is warm and personal (informal, chatty, efficient, friendly substitute for telephone talks).Email is a fast medium (message delivered in minutes anywhere).Sender and the Receiver do not necessarily have to be working at the same time (flexible, convenient).Email helps us to manage our time better (handle messages in convenient blocks of time).Helps us to keep better records (instantly recorded, easy to file and retrieve fast).Email messages can be easily passed on. (Copy, add comments, pass on or delegate).Can reach many people at once (addresses and distribution lists at finger tips).Other documents can also be sent (snapshots, diagrams or long reports).Email enables working with other people more easily and simultaneously (sending documents for review, give or receive comments and forward to the next person at any part of the world).It enables us to operate from anywhere (a computer and internet connection enables sending or receiving messages from any location).Email enables anyone to contact others when help is needed (e.g. find and join a mailing group).Email can be a powerful integrated tool. (It can be associated with office systems like task management, calendars, and document management systems).

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Some shortfalls with Email:We need to write well and quickly.There are just too many messages. A lot of junk messages are also received - and sent.Some messages are hard to read and likely to be cast aside.Messages are likely to be misinterpreted (true meanings likely to be misunderstood).Angry exchanges may turn into a big fight (angry words which hurt remain as record and may be used).Email messages fly like office gossip (messages could end up in most unlikely places).Old messages may come back to haunt you.Enables weaklings to hide behind Email (as when communicating unpleasant messages).

For handling Email messages faster:Aim to keep messages short.Use conversational language (simple words/shorter sentences).Compose quickly:Decide the main points.Arrange in order of Importance. Write the message with brevity in mind.Revise and edit. Check for clarity, correctness and completeness).Check on lengthiness – if cannot be edited, lead with an introductory summary).Add an automatic signature.

Replying more efficiently:Reply only when you have to.Keep the same subject - unless there is a need to change.Answer questions one at a time.Include some context (forward the original message so the reader knows the context).

Reading faster:Skim – look at headings, illustrations and summaries.Concentrate – do not do something else while reading.Keep going forward as back-skipping wastes time.Move your eyes faster.Push yourself to develop this skill.Read each message only once and act on it (Delete, file, pass it on or respond with appropriate action).Delete junk mail immediately.Print out what appears to be good reading material for leisurely reading or preserving.File low priority messages (action pending etc).Pass on messages that are not your responsibility.Make important or short replies straightaway.

Writing messages that work:Gain immediate attention with your subject: Begin with a short informative subject that encapsulates the main point of your message. An informative subject can make the difference between your message being read or passed over.

Expense reports vs. Expense reports due 16 June; Training vs. Training for ACAP 17 July 2 pm; A question vs. Q. Widget Model numbers?

Follow these simple guidelines: Type upper and lower case letters: Avoid smileys or emoticons in certain situations.smiley; sad or angry; ;-) a wink, etc.

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Get to the point quickly. Keep the layout simple. Make it easier to reply.Consider what facilities receivers of your emails have – attachments and photographs can be very large and difficult to receive. Make the action clear.Use URGENT only if needed.Recheck when your message is finished – for missing information, accuracy etc.Follow up if necessary (Personalize your messages Use the “To” list only for people who are able to act on your request.

Friendly ways with Email:Email jargon: abbreviations and acronyms often used to reduce keystrokes:BTW By the wayFAQ Frequently asked questionsFYI For your informationFWIW For what it is worthIMHO In my humble opinionROTFL Rolling on the floor laughing

Flaming: means hotheaded email messages, usually sent when someone has offended in some way.Netiquette: The rules and good manners of the internet.Snail mail: Mail through the postal systemSmileys (also known as emoticons) pictures of facial expressions viewed sideways, made with various character combinations.Spam – unwanted, unsolicited mail also known as junk email.

FLAMING MAIL (Example):

TO: Office ManagerFROM: Unhappy EmployeeSUBJECT: EXCESSIVE PRINTER PAPER

I’VE TALKED WITH SEVERAL PEOPLE AND THIS SEEMS TO BE A PROBLEM IN YOUR DEPARTMENT. SOMEONE PRINTS INFORMATION AND WON’T PICK IT UP AT THE PRINTER. THEN THE NEXT PERSON HAS SORT THROUGH THE PRINTED MATERIAL TO FIND WHAT HE OR SHE WANTS. SOME OF THE PRINT OUTS ARE NEVER USED; THEY JUST SIT THERE FOR DAYS, GETTING IN OTHER PEOPLE’S WAY. PEOPLE SHOULD JUST PICK UP THEIR PRINTING AND GET IT OUT OF EVERYONE ELSE’S WAY. THAT’S ONLY A COMMON COURTESY. BUT THE PEOPLE IN YOUR DEPARTMENT AREN’T EVEN REMOTELY CONSIDERATE OF OTHERS. IF YOU MANAGEMENT PEOPLE WOULD JUST DO YOUR JOBS, NONE OF THIS WOULD HAPPEN. THE PROBLEM WOULD BE ALLEVIATED, AND WE’D ALL BE HELPED. THAT’S MY OPINION, THOUGH I DON’T GUESS YOU CARE. YOU GET PAID THE BIG BUCKS. WHY NOT EARN SOME OF IT!

Now that you have read this memo, what would you think is wrong with it? Write down your comments.

Also analyze and discuss the following E-mails. Offer your comments bearing in mind the E-mail skills you have learnt and see where the E-mails fall short of your expectations.

SAMPLE MAIL: AThe following mail is from a young executive in a financial institution to her senior.

Hi Ahmed,

I have begun work on “Debtors Reconciliation” for Nepal. I am attaching an incomplete file, which will give u an idea of the same.

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Much as I would have liked to complete the Reconciliation, the June-based Forecast for 1998 and 1999 have come up. This will make it impossible for me to send u a Reconciliation immediately.

I have had a discussion with Chetan and we have agreed on the following:

The earliest I could send u the Recon would be 27th of July or the latest by 1st week of August.

If I could work on the Recon by 24th of July, I will work on the June figures and if I start working in the first week of August, I will use Post-July Opstat figures. I apologize for the change in schedule.

Regards,

Juhi

Sample Mail B is from the Plant Engineering Department of a factory in Andhra Pradesh to the Company’s headquarters in Mumbai.

Subject: PRBLMS IN NITRO PLANT

DEAR SIRU R ALRDY AWARE THAT THE NITRO PLANT IS HAVING PRBLMS IN OPS. IT ISTAKING 10-12 HRS TO DVLP 4KG/SQCM PRESSURE AND THE ;TIMER FR PRESSURE SWING ADJUSTMENT UNITS ARE SOME TIMES NOT WORKING PRPRLY, CAUSE OF WHICH THE FLOW ITSELF IS NOT CONTINUOUS . WE HAVE REGD A CMPLNT TO THE LOCAL OFF ABOUT THIS PRBLM ONE MONTH BACK AND THEIR SRVC ENGGR IS YET TO ATTEND THE SAME. WE are told that ther is only one srvc engr and he has to take care of total a.p. inspite of our regular reminders over phone about the prblm to them they have not taken any action on this matter, hence u pls contact their hd off and ask them to arrange some one asap.

regards,ram lakhan.

Part II:

Memo Writing:

Some typical situations that call for memos: YOU MEET YOUR BOSS Peter in your office corridor, just as he is rushing for a meeting. You say: “I have the points for your discussion at the Board Meeting all ready. It would be nice if you could have a look into.” As he rushes into the conference hall, he says: “Great! Send me a memo with all the details quickly. I want to talk to John about it!”

JOHN GIVES HIS ASSISTANT a handwritten memo: “Paul, type this new directive on purchase procedures up and send it to the Departmental Chiefs, will you? I need their comments before we formalize them by Wednesday morning”.

CHARLES ASKS: “Have you seen the memo from Bret on that Taxation conference he attended?” “Oh, that?” Harry says: “I’m waiting for the memo that explains it! Do you have any idea what ‘we need to be more Tax savvy’ means?”

LEE LOOKED UP from her inter-office mail and said: “I don’t believe this!”. “Allison in Purchasing has just sent a memo asking if stationery supplies I wanted can be delayed by a day. Why didn’t he call me? This guy is memo-happy!”

LEWIS SAID: “Headquarters wants information on BPO business status right away”. “We can fax them Atul’s memo”, his boss replied. “There should be a copy on my file”. AFTER A KEY SALES MEETING, Rita consoled Helen, who had been against the company’s decision to target older consumer group for the company’s clothing line. “Are you sure it’s going to be such a mistake?” Rita asked.

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“Mistake?” Helen said. “It’s going to be one mass of red ink for the company. The sales manager never even looked at the marketing data for this region”. “If you feel so strongly, why not put it in writing? Send your boss a memo outlining why you think the decision is wrong. May be she will make them reconsider it.”

Can you make out how memos meet some communication needs?

Memorandums are ‘letters’ sent within the company. We write memos to inform, to persuade, to satisfy the reader’s needs or the writer’s purpose. While memorandums are actually communications happening within the company, these can be more or less informal notes. Or formal messages to top administrators. Another unique form of memorandum is just written – to file! You write memos to yourself, to remind or for record.

The Process of Business Writing involves: planning the message (Objective, response expected etc), gathering data, collecting facts and all the information required, analyzing and organizing information, writing the message, editing and redrafting before the final draft is done.

In writing these, the emphasis is on clarity. We may write with a general direct plan (as when conveying routine matters or some good news), or with some indirectness especially in bad-news message situations.

Memos in the Indirect-order form are rare, and these generally convey bad news. In the indirect form, there is need for some tact and courtesy. The opening lines will have a strategic buffer, with a strategy that moves into a neutral ground before conveying the ‘bad’ news firmly and positively.

Direct Memorandum: Routine Enquiries and Responses: Policy Memorandums and Directives: Company policies and directives may be written in memorandum form. They would be mostly formal, direct, clearly written and well organized. Conveying good news or neutral messages call for direct approach. The beginning is direct and immediately identifies the situation, the objective or problem. The beginning also notes the specifics. If needed, Topic Captions can be given for easier identification of specific topics.Clear writing and numbering ensures better readability. The aim should be to adapt to mass readers, if need be.Separate listing of other measures gives order and enhances understanding. Closing personal remarks add to effectiveness.

Indirect (Bad-News) Memorandums – This method is used to convey negative news, although rarely. (For example: refusing a personal request). These memos should deal with matter indirectly and handle the issues tactfully. The memo begins indirectly and pleasantly, leading to the explanation which is positively worded, clear and convincing. The refusal can follow in a positive form (perhaps with an alternate suggestion). The ending needs to be positive and friendly.Writing plans should meet the objective of each situation suitably.

Why memo-writing can be helpful? The written word (memo) has some advantages over spoken word. We can think through our message – take our time to formulate our thought and messages. Complicated messages can be put across in the written form and supplemented with diagrams, charts or other illustrations to make the meanings clear (as we might through letters). The receiver can consider the message sent at leisure and at his own convenience. Memo writing enriches our personal communication-network and enables us to record the

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flow of upward and downward communication between higher management levels and subordinates – and lateral and diagonal communication with colleagues and other departments.

When is it appropriate to send a Memo?When many people have to be reached with the same message.To send regular reports to the same people.To summarize or emphasize information useful to the receiver(s): extracts, impressions etc.To send personal messages to individuals or groups such as acknowledgments, announcements, condolences, appreciation and encouragement etc.To stimulate thinking or action in individuals or groups.When some action is warranted, such as a warning, or for the records.

When it is not appropriate to send a Memo?If person-to-person communication serves the purpose better.If there is nothing important or pertinent to say.When emotions are running high.When broad-based criticism is unwarranted. When the timing or the climate is all wrong.

Drawbacks about Memos and Guidelines:

POOR ORGANIZATION (Must capture attention and start off with the main point quickly):

“When this company was first founded, the owners couldn’t have foreseen the rapid growth in molecular biology that has taken place in the last ten years……………..” (The historical reminiscence went on for another half page before the writer finally got around to the main point – an announcement that the firm had acquired a bio-genetics research company).

Once you have stated the main idea, subsequent information should support or clarify the idea and its meaning. The information should be in a logical progression without skipping steps. Most important information comes first, followed by the supporting ideas and examples, and then the least important information.

UNCLEAR WRITING: (Avoid muddled expressions, jargons, unfamiliar terms).“It has been determined that bovine feces, under humid conditions, assume the form of a viscous sludge that constitutes a hazard on wooden or concrete floors. It is recommended that operators periodically clear their floors to prevent accidents”. (Wet dung is slippery on barn floors!).

“Our company will rehabilitate the Goldrock Plants this year-end….” (Employees not familiar with the term ‘rehabilitate’ read it as closing down and losing jobs, necessitating the issue of another memo to clarify that only renovation was intended, not closing, to reassure the employees).

MISLEADING OR GARBLED FACTS: (Sweeping generalizations, exaggerations, careless statements, outright errors can generate a lot of heat).

“Our Company Standing Order 324 requires employees working in production plants and in materials and stores wings of the organization at all locations to submit to frisking and search by the security officials posted for the purpose. The company will be implementing the order with effect from 1 st

March, 2005. Employees will be subjected to close inspection at all locations and are requested to cooperate”. (The official who drafted this had failed to read the executive order carefully which had said “all employees of Level 3 and below would be required to submit for the inspection, with the result the he was swamped by calls and angry reactions. The memo suffered for want of clarity since some important details were not given).

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POOR REVIEW: (Misspellings, grammatical mistakes, and careless errors all reflect on your credibility and judgment).

“I am pleased to announce that on Tuesday, March 7, at 5.30 p.m. in the Conferance Room, Mr. Roderick Wade and Ms. Constance Burnett will present a seminary on “Exploring your Personal and Corporate Valves.” (Those who had seen the Memo were amused and seen sniggering in their work places).

In describing a difficult subject matter do not depend on words alone; Sketches, graphics, photographs, and other illustrative; or explanatory materials can help you put across the message better. Use them when you have to.

AVOID OVER- COMMUNICATION. Excessive paper work is a drag on every one’s time. Also avoid distribution of copies to all and sundry.

How to write a Memo – some general guidelines:

Use easy, conversational style in writing. Avoid dull and stiff language. Follow an easy to read format. Put an appropriate title for the Memo. Address the memo only to the person who must take action, mark copies only to those who

must be kept informed. Arrange a good structure depending on length, complexity and nature of the subject. Reader

must remember your main points clearly (Example: Those arranged in a series of bulleted or numbered points)..

End with a call for action or response. Be careful with humour or anger – it shows.

Rest of the guidelines are standard – use effective-writing techniques, break-up large masses of types, keep paragraphs short, use space to separate paragraphs, use typographic devices and other techniques for clarity and emphasis (numbered, bulleted, capital or lower case, bold, italics, indent, underscore, hyphenate, quotes, colours etc).

STEPS TO MEMO WRITING:

PREPARE: What is the purpose? Who is the audience? What is the scope and meaning of your message? What do the readers need to know and what it means to them? What is the response or action you wish to have from the reader?

WRITE: Decide on the strategy that will be most suitable. Be natural with style, use of tone, active language, paragraphing and other devices, including emphasize devices, and convey the message that meets the reader’s considerations and needs. Use the four key questions, or W5H. Write the first draft.

REVIEW: Edit and revise for final draft adding finishing touches; double check on facts, names, dates, etc. Check for grammar and spelling errors. Delete excess words and inflated terminology. Finally check the distribution list and add or subtract any names.

Pay attention to what could motivate your reader? Address some common concerns such as: Convenience (saving time, increasing efficiency), Profit (improving it), Saving (spending less), Productivity (increasing it), Prestige (Position and pride), Loyalty (fidelity to others and to ones’ self), Security (confidence in the future), Health (maintaining or improving it), Curiosity (a sense of wonder, a willingness to take risks), etc.ORGANIZING LONG MEMOS:

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Summary: Placed at the beginning, condensing the subject to five to ten lines. Should contain the gist of major findings, conclusions or recommendations:

Introduction: Memo’s purpose and scope is given, along with a brief mention of background material if the reader needs more information.

Discussion: The main body of information separated by headings and sections. Reasonable arguments placed in order and supported carefully, facts accurately identified and presented.

Follow the principles of clear writing in business communications:

The following strategies can help to express ideas clearly and effectively:

Use shorter, varied sentences:“The new express delivery service should speed up our overnight mailings and give us advantage over the competition in serving the East Coast markets, which are starting to become more competitive as Ed Nestle reported in his memo last week”.

(This is difficult to read. Break the text into simple, shorter sentences to make the meaning clear. Connecting and linking words and varied sentence constructions also help).

Use brief paragraphs, headings, lists, and emphasize devices and –

Use tone, vigorous verbs and concise wording.

Most memos fit into a pattern of opening sentences (or paragraphs), the middle or the body, and closing sentences (or paragraphs).

The Opening paragraphs establish the purpose of your memo; shorter, more varied sentences can capture the readers’ attention. Sentences ideally range from 17 to 20 words. We may include only one (or two) ideas in each sentence. Use connecting and linking words to split or combine sentences. Vary sentence construction.

The Body of the memo develops the main points of message. For long memos, use brief paragraphs, headings, lists and emphasis devices to create white space in your memo and break up blocks of text into more manageable parts. Paragraphs develop each point in your memo. Determine where paragraph breaks should occur. Notice how the sentences group around your ideas. Discuss only one idea in a paragraph.

The Closing will briefly summarize the issues and focus on concusions or recommendations or mayeven end up justifying and calling for a desired action or response. The closing sentence or paragraph should let the reader know the response desired.

Use key sentences – topic sentences – to introduce or summarize your paragraph topic.Headings highlight your topics. Bulleted, numbered or lettered lists. Use other emphasizing devices.

TONE refers to:

The emotional content of memos; the level of formality or informality adopted by the writer, and his attitude toward the topic.

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We need to create reader-based messages that emphasize you over me and emphasize the positive in the messages.

USE ACTION VERBS instead of state-of-being words. Use the ACTIVE VOICE instead of passive voice. The diplomatic passive voice may be used in sensitive situations when you wish to emphasize the event and not the person.

CONCISE WRITING means eliminating excess words that interfere with clear communication:(Avoid phrases such as there is, there are, there was, there were, etc. Condense clauses beginning with which, that, or who into fewer words; eliminate wordy and redundant phrases; avoid clichés and buzz words).

Comment on this:

“Over the past month, we have experienced a general slowdown in production on the day shift. Part of the problem was due to a faulty conveyor belt, which has been fixed. I know that the day shift has the best record in the company for meeting production quotas. I feel confident that we can make up the slack in production if we all pull together. If you have any suggestions about how to speed up the line work, pass them on to my office”. What strikes you most?

Critically view this one:

Subject: Your request for donation

Dear Ms. Synthia:

We regret to inform you that we cannot grant your request for a donation to the association’s scholarship fund.

So many requests for contributions are made of us every second day that we have now found it inevitable and necessary to budget and allocate a definite amount each year for this purpose. Our budgeted funds for this year, however, have been unfortunately and overly exhausted, and so we simply cannot consider any additional requests. However, we will be able to consider your request next year.

We deeply regret our inability to help you now and trust that you understand our position.

Mark Stephens

Is there scope for improvement? How would this sound? Try to rewrite the way you will be comfortable with and then compare the revision suggested below.

Subject: Your scholarship fund request

Dear Ms. Synthia:

Your efforts to build the scholarship fund for the association’s needy children are most commendable. We wish good success in your efforts to further this worthy cause.

We at Pinnacle are always willing to assist worthy causes whenever we can. That is why every April we budget for the year the maximum amount we believe we are able to contribute to such causes. Then we distribute that amount among various deserving groups as far as it will go. Since our budgeted contributions for this year have already been made, we are placing your organization on our list for consideration next year.

We wish you the best of luck in your efforts to help educate the deserving children of the association’s members.

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Business writing indeed calls for skills. However, alongside the writing skills, the ability to collect, collate, sift and organize the information is equally important.Think after giving it all a full reading – you need to get the context, identify the technique, and rearrange the relevant sentences into individual paragraphs.

Once you have rearranged the sentences under respective paragraph classifications, see if they make good sense to you.

Then refer to the key which follows to make sure you got it right.

What’s your score out of 22? How many you got right and how many wrong? Think about the wrong ones, what confused you, if at all?

BUSINESS LETTERS:

Modern practices in letter writing, especially in business writing, the emphasis is on strategy. Much importance is given, as you have learned, to word choice, strategy, the organization of the content, style, tone and courtesy. Business language aims to establish relationships, to communicate ideas precisely, and to convey a good image of the organization which you represent.

OVERALL TONE OF COURTESY:

Courtesy is a major contributor to goodwill. It involves writing directly to one reader – giving individualized attention and treatment.

The effect of courtesy is enhanced –

By avoiding preaching: You must take advantage of savings like this if you are to be successful.

The money you will save will pile up, and in time you will have lakhs of rupees, etc.

Doing more than is expected: It will be our pleasure to send our representative to inspect your TV at any time convenience to you – just give us a call

Avoiding anger: We will not tolerate this condition.

Showing sincerity:We will do everything possible to set your machine in order by tomorrow.

Avoid overdoing goodwill: I was delighted today to see your name listed among the ET new list of topper.

Avoiding exaggeration:Already thousands of new customers are beating paths to the doors of our dealers.

Avoiding superlatives: (greatest, finest, strongest etc suggest exaggeration).

EMPHASIS: Every fact communicated should get its due emphasis –

by position (beginnings or endings?),

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first and last sentences of a paragraph, and first and last words of a sentence, emphasis by space, by sentence structure, and mechanical means – underscore-colour-diagrams etc).

COHERENCE: Recall sentences and paragraph structuring: Structuring of sentences and paragraphs in a logical flow helps the reader.

WRITING FOR EFFECT IN INTERNATIONAL CORRESPONDENCE:

*Cultural and Language Differences*Problems of Language – Two-word Verbs. Culturally- derived Words.Colloquial words.

Approach to Letter Problems: Consider the effect of the message on the reader. Look at the primary objective above all. Do you need to use the Direct Plan or the Indirect plan - or between the extremes? The Structuring needs to be direct, indirect or persuasive?

The Importance of TONE: Tone helps in – creating the right effect and adds to enhanced personal interest. The structure and paragraphing, motivation and the suitability of language employed also helps enhance the value of tone.

Tone is the prevailing character within every letter, memo and report. Everything written, every word, every phrase, every thought committed to paper contributes to Tone.

Tone sets the stage for any subject, establishes mood, provides impetus for action, reaction or response. Tone can be positive or negative, friendly or formal, serious or amusing. Whatever the predominant quality, it works its way into correspondence and creates not only a specific mood but also a picture – a reflection of you, the writer!

Sometimes, just by reading a letter, we feel something which is very negative. Like what would have happened with this letter:

Dear Mr. John:

On Dec.10, we received a request from you for some prices on signs.

In your letter you informed that the sign you had in mind would be used in a container made by the ABC Company.

We replied to your letter on December 15 th, and when we did not hear from you, we wrote again on December 29th. At the same time, we wrote the ABC Company, and got the necessary information from them.

After getting the necessary information, we again wrote you, on January 19 th, asking that you be good enough to acknowledge receipt of this information, and let us know if you were interested. To date we have not had the courtesy of hearing from you.

Don’t you think that when you ask for certain information, and a company goes to the trouble of getting it for you, then at least you should show some interest and repay them with a reply – even though it is to say that you are not interested?

(This blast of temper killed the dream of the Company to do business with a new customer).

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From an earlier example we studied: How does this read in your mind?

“I want a complete report to me at 4.30 P.M. today, a thorough analysis that leaves no room for question or doubt – and I want it today. Ask your staff to drop all other projects and take no breaks until such time as the problem has been corrected satisfactorily and you have reported to me in full”

and, when modified, how do you feel:

“I don’t need to tell you, Ram, that this is a top priority job, and if I can do anything at all to help, I’m here. I’m sending this hand-delivered note because I couldn’t reach you on the phone – and the billing department is waiting for you to rescue them”

Planning a BUSINESS LETTER (same as with Email, Memo, any ‘documenting’)

1. Know the Purpose -- do --2. Get all the facts -- do --3. Ensure proper co-ordination (of facts) -- do --4. Visualize the reader -- do --5. Make the Reader feel Important (‘You attitude) -- do --6. Avoid all possible Irritants (Tone) -- do --7. Arrange your Points (Logical sequencing) -- do -- 8. Choose the Best Appeal (Strategy). -- do --

A I D A > Attention, Interest, Desire and Action. Focus on readers, clarify circumstances while also identifying with readers on issues which stimulate wants or desires for action.

Strategies and Planning:- a positive or neutral reaction calls for a DIRECT approach and a negative reaction calls for an INDIRECT approach

The Direct Plan (Good News situations):

Starts with the objective straightaway – the purpose of the letter should be seen in the beginning of the letter itself. Follow it up with explanations, if any, and any other details which are needed to supplement the remainder of the message. Conclude with appropriate goodwill-building sentences on a more personal tone. General usages like “your prompt reply will be appreciated” or “thanking you in advance for your kind co-operation” do not have much value (clichés?).

Routine inquiries: appropriately begin with either of the two questions: (i) a specific question that sets up the information wanted, or (ii) a general request for information.

“Will you please send me test results showing how Duro-Press withstands high temperatures and exposure to sunlight”?

“Will you please answer the following questions about Duro-Press fabric”?

If there is a question, begin with it. Multiple questions must be placed as separate questions in separate sentences. Emphasis devices like bullets, numbering, paragraphing, question forms etc. can be used. End on goodwill notes, specific to response required.

What’s wrong with this?

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Dear Mr. Piper:

We have seen your advertisement for 3,200 square feet of office space, in the Daily Journal. As we are interested, we would like additional information. Specifically, we would like to know the interior layout, annual cost, availability of transportation, and any other information you think pertinent. If the information you give us is favourable, we will inspect the property. Hoping to hear from you by return mail, we are,Sincerely.

Do you think this is adequate? Does it give out pertinent information?

The Indirect Plan (Bad News situations)

Begin with a strategic buffer - start with words that set it up. Develop the strategy convincingly and present your refusal as positively and as convincingly as the situation demands, but end on a specially adapted goodwill note.

For example:

For Requests refused: This involves both saying no and maintaining the goodwill. Look for a good explanation after thinking through the situation. Begin with words that set up the explanation in the beginning:

“Your organization is doing a commendable job of educating the needy children. It deserves the help of those who are in a position to give it” .

Present the explanation in a convincing manner. The refusal should follow logically from the explanation or the reasoning quickly but need not be emphasized. State the refusal clearly and positively. If it helps, let what you can do imply what you cannot do. End pleasantly with off the subject (appreciative) comments. Avoid ending with negative apologies. Avoid harshness (in direct refusals) but use tact and courtesy (Indirect refusals).

Have a strategy, beginning with words that set up the reasoning. Look for areas of common agreement: Passing on bad news is a difficult proposition. It requires carefully planning and a deep consideration and respect for the person who is to receive the bad news. While addressing the receiver’s interests and concerns, the bad news has to be presented in a manner which does not explode on his face (!) or harm his ego, emotions or feelings beyond the immediate points of concern. This would necessitate the need to build a buffer (with a beginning proving a possible backdrop with positive feels), before gently sliding in the bad news part. This in itself would call for planning a proper strategy on what to convey.

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Self Exercise:

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Recall the techniques recommended for developing paragraphs: (i) Through illustration; (ii) Comparison and contrast; (iii) Showing cause and effect; (iv) Classification - (showing a general idea broken into specific categories; and (v) Showing a problem and solution.

Given below are sentences which are jumbled up, chosen from different paragraphs relating to different topics. Working in small groups (in class) or individually (those not in class) work on this exercise, picking up sentences relating to specific subjects and then rearranging them within each category of techniques mentioned above in such a manner that relevant sentences get arranged within the particular paragraphs. This exercise will enable you to think through the issues and to arrange paragraphs appropriately.

1. The next largest group comes from within our own company, as we try to promote promising clerical workers to positions of greater responsibility.

2. For example, Everett & Lemmings carries our frozen soups and entrees.3. The heavy-duty fabric of your Wanderer tent probably broke down for one of

two reasons: 4. Today, however, Gambit products must undertake a major recruiting effort.5. Finally, we do occasionally accept candidates with outstanding supervisory

experience in related industries.6. (2) the fibers gradually rotted because the tent was folded and stored while

still wet.7. However, if we develop an appealing catalog, we can compete on the basis of

product novelty and quality. 8. Some of our most popular products are available through local distributors.9. Our successful bid on the Owens contract means that we will be doubling our

labor force over the next six months.10. In addition, we can provide craftsmanship at a competitive price:11. The largest group, by far, consists of recent graduates of accredited data-

processing programs.12. In previous years, when the company was small, the recruiting function could

be handled informally.13. a sharp object punctured the fabric, and without reinforcement, the hole was

enlarged by the stress of erecting the tent daily for a week, or14. To hire that many people without disrupting our ongoing activities, we will

create a separate recruiting group within the human resources department.15. Selling handmade toys by mail is a challenge because consumers are

accustomed to buying heavily advertised toys from major chains.16. The need for new employees was limited, and each manager could

comfortably screen and hire his or her own staff.17. a rocking horse of birch, with a hand-knit tail and mane;18. The J. B. Green Company carries our complete line of seasonings, as well as

the frozen soups.19. a music box with the child’s name painted on the top;20. Wilmont Foods, also a major distributor, now carries our new line of frozen

desserts. 21. Successful candidates for our supervisor trainee program generally come from

one of several groups. 22. a real Indian teepee, made by Native American artisans.

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Key to Exercise:

Paragraph technique – Illustration (showing examples to clarify the general idea):-

Some of our most popular products are available through local distributors. For example, Everett & Lemmings carries our frozen soups and entrees. The J.B. Green Company carries our complete line of seasonings, as well as the frozen soups. Wilmont Foods, also a major distributor, now carries our new line of frozen desserts.

Paragraph technique – Comparison or Contrast:

Using similarities or differences to develop the topic.

In previous years, when the company was small, the recruiting function could be handled informally. The need for new employees was limited, and each manager could comfortably screen and hire her or his own staff. Today, however, Gambit Products must undertake a major recruiting effort. Our successful bid on the Owens Contract means that we will be doubling our labour force over the next six months. To hire that many people without disrupting our ongoing activities, we will create a separate recruiting group within the human resources department.

Paragraph technique – Cause and Effects: Focusing on the reasons for something:

The heavy-duty fabric of your Wanderer tent probably broke down for one of two reasons: (1) a sharp object punctured the fabric, and without reinforcement, the hole was enlarged by the stress of erecting the tent daily for a week or (2) the fibers gradually rotted because the tent was folded and stored while still wet.

Paragraph technique – Classification: Showing how a general idea is broken into specific categories:

Successful candidates for our supervisor training programme generally come from one of several groups. The largest group, by far, consists of recent graduates of accredited data-processing programmes. The next largest group comes from within our own company, as we try to promote promising clerical workers to positions of greater responsibility. Finally, we do occasionally accept candidates with outstanding supervisory experience in related industries.

Paragraph technique – Problem and Solution: Presenting a problem and then discussing the solution:

Selling handmade toys by mail is a challenge because consumers are accustomed to buying heavily advertised toys from major chains. However, if we develop an appealing catalog, we can compete on the basis of product novelty and quality. In addition, we can provide craftsmanship at a competitive price: a rocking horse of birch, with a band-knit tail and mane; a music box with the child’s name painted on the top; a real Indian teepee, made by Native American artisans.

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