Organizing and Writing Business Messages (Chapter 5) Doç. Dr. Harun Kaya

Objectives After this class, you should be able to: Understand methods for researching data and generating ideas Compare direct and indirect patterns for organizing ideas. –Organize data into lists and alphanumeric or decimal outlines. Compose the first draft by emphasizing important ideas Compose effective paragraphs by –using three classic paragraph plans –applying techniques for achieving paragraph coherence.

Writing Process Phase 2: Research Research is necessary before beginning to write because the information you collect helps shape the message. To avoid frustration and inaccurate messages, collect information that answers a primary question: – What does the receiver need to know about this topic? When the message involves action, search for answers to secondary questions: –What is the receiver to do? –When must the receiver do it? –How is the receiver to do it? –What happens if the receiver doesn't do it?

Formal Research Methods Access electronically – Internet and library databases Search manually – books, articles, almanacs, directories and other secondary sources Investigate primary sources – interviews, surveys, focus groups Experiment scientifically – tests with experimental and control groups

Informal Research and Idea Generation Look in office files. Talk with your boss. Interview the target audience. Conduct an informal survey. Brainstorm for ideas. Develop a cluster diagram.

Writing Process Phase 2 :Organize Using a Cluster Diagram to Generate Ideas 1. In the center of a clean sheet of paper, write your topic name and circle it. 2. Around the circle, record any topic ideas that pop into your mind. 3. Circle each separate area. 4. Avoid censoring ideas. 5. If ideas seem related, join them with lines; don’t spend time on organization just yet.

Organizing Cluster Diagram Ideas Into Subclusters Analyze the idea generated in the original cluster diagram. Cross out ideas that are obviously irrelevant; simplify and clarify. Add new ideas that seem appropriate. Study the ideas for similarities. Group similar ideas into classifications (such as Purpose, Content, Development, and Form). If the organization seems clear at this point, prepare an outline. For further visualization, make subcluster circles around each classification.

Writing Process Phase 2 :Organize Using Lists to Organize Ideas Listing is making a quick itemization of the topics to be covered.

Writing Process Phase 2 :Organize Using Outlines to Organize Ideas Outlining is the organization of ideas into a hierarchy. –It gives you a chance to organize your thinking –Grouping ideas into categories is the hardest part- (i deally 3 to 5 in number). Alphanumeric outlines show major and minor ideas –Every major category in an outline should have at least two subcategories. Decimal outlines show how ideas relate to one another.

Typical Major Components in Business Outlines Letter or Memo I. Opening II. Body Ill. Closing Procedure I. Step 1 II. Step 2 III. Step 3 IV. Step 4

Typical Major Components in Business Outlines Informational Report I. Introduction II. Facts III. Summary Analytical Report I. Introduction/ problem II. Facts/findings III. Conclusions IV. Recommendations (if requested)

Typical Major Components in Business Outlines Proposal I. Introduction II. Proposed solution III. Staffing IV. Schedule, cost V. Authorization

Writing Process Phase 2 :Organize Title: Major Idea, Purpose I. First major component 1.0. First major component A. First subpoint 1.1. First subpoint 1. Detail, illustration, evidence Detail, illustration, evidence 2. Detail, illustration, evidence Detail, illustration, evidence B. Second subpoint 1.2. Second subpoint II. Second major component 2.0. Second major component A. First subpoint 2.1. First subpoint B. Second subpoint 2.2. Second subpoint Third major component3.0. Third major component (This method is simple and familiar.) (This method relates every item to

Writing Process Phase 2 :Organize Grouping ideas into patterns. In the direct pattern the main idea comes first, followed by details, explanation, or evidence. In the indirect pattern the main idea follows the details, explanation, and evidence. Direct pattern for receptive audiences Indirect pattern for unreceptive audiences

Audience Response Determines Pattern of Organization If pleasedIf neutral DIRECT PATTERN Good News or Main Idea If mildly interested

Direct Pattern for Receptive Audiences Put your main point—the purpose of your message—in the first or second sentence. Direct Opening: The Management Council has voted to begin a college internship pilot program next fall. Indirect Opening: Our company has been concerned with attracting better-qualified prospective job candidates. For this reason, the Management Council has been gathering information about an internship program for college students. After considerable investigation, we have voted to begin a pilot program starting next fall.

Direct Pattern for Receptive Audiences This direct method has at least three advantages: – Saves the reader's time. –Sets a proper frame of mind. –Prevents frustration

If unwilling or uninterested If hostile INDIRECT PATTERN If displeased or disappointed Bad News or Main Idea Audience Response Determines Pattern of Organization

Indirect Pattern for Unreceptive Audiences This approach works well with three kinds of messages: – (a) bad news, –(b) ideas that require persuasion, and –(c) sensitive news, especially when being transmitted to superiors. The indirect pattern has these benefits: –Respects the feelings of the audience –Facilitates a fair hearing –Minimizes a negative reaction

Writing Process Phase 2: Compose Composition is also easier if you have a quiet environment in which to concentrate. Set aside a given time and allow no calls, visitors, or other interruptions. Get your thoughts down now and refine them in later versions. As you take up each idea, imagine that you are talking to the reader.

Creating Effective Sentences Recognize phrases and clauses. Use short sentences. Emphasize important ideas. Use the active voice for most sentences. Use the passive voice to deemphasize the performer and/or to be tactful. Avoid dangling and misplaced modifiers.

Recognizing Phrases and Clauses Clauses have subjects and verbs; phrases do not. Independent clauses are complete; dependent clauses are not. Phrases and dependent clauses cannot function as sentences. Independent Clause: They were eating cold pizza. Dependent Clause: that they want to return for a refund Phrase: to return for a refund

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 6, Slide 23 Using Short Sentences Sentence Length 8 words 15 words 19 words 28 words Comprehension Rate 100% 90% 80% 50% Source: American Press Institute

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 6, Slide 24 Emphasizing Important Ideas Position the most important idea at the beginning of the sentence. Make sure the most important idea is the subject of the sentence. Place the main idea in a short sentence.

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 6, Slide 25 Use the Active Voice for Most Sentences Active voice: We lost money. Active voice: I sent the message yesterday. (The subject is the performer.)

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 6, Slide 26 Use the Passive Voice To Deemphasize the Performer and/or To Be Tactful Passive voice: Money was lost (by us). Passive voice: The message was sent yesterday (by me). (Passive voice test: Ask “By whom?” If you can fill in the performer, the verb is probably in the passive voice.)

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 6, Slide 27 Avoid Dangling Modifiers Dangling modifier: To be hired, an application must be completed. Revision: To be hired, you must complete an application. Revision: To be hired, fill out an application. (In the last example, you is understood to be the subject of fill.)

Mary Ellen Guffey, Business Communication: Process and Product, 4e Ch. 6, Slide 28 Avoid Misplaced Modifiers Misplaced modifier: The patient was referred to a psychiatrist with a severe emotional problem. Revision: The patient with a severe emotional problem was referred to a psychiatrist.

Effective Paragraphs

Drafting effective paragraphs Discuss only one topic in each paragraph. Arrange sentences in a strategic plan. Link ideas to build coherence. Use transitional expressions for coherence. Compose short paragraphs for effective business messages. Effective Paragraphs

Discussing only one topic in each paragraph Group similar ideas together. Start a new paragraph for each new topic. Effective Paragraphs

Drafting effective paragraphs A paragraph is one or more sentences designated as a separate thought group. Main sentence: expresses the primary idea of the paragraph. Supporting sentence: illustrates, explains, or strengthens the primary idea. Limiting sentence: opposes the primary idea by suggesting a negative or contrasting thought; may precede or follow the main sentence. These sentences may be arranged in three classic paragraph plans: direct, pivoting, and indirect. Effective Paragraphs

Direct Plan This plan is useful whenever you must –define (a new product or procedure), –classify (parts of a whole), –illustrate (an idea), or –describe (a process). Start with the main sentence; then strengthen and amplify that idea with supporting ideas, Arranging Sentences in a Strategic Plan Effective Paragraphs

Main Sentence A social audit is a report on the social performance of a company. Supporting Sentences Such an audit may be conducted by the company itself or by outsiders who evaluate the company's efforts to produce safe products, engage in socially responsible activities, and protect the environment. Many companies publish the results of their social audits in their annual reports. Ben & Jerry's Homemade, for example, devotes a major portion of its annual report to its social audit. The report discusses Ben & Jerry's efforts to support environmental restoration. Moreover, it describes workplace safety, employment equality, and peace programs. An Example of Direct Plan Effective Paragraphs

Main Sentence Flexible work scheduling could immediately increase productivity and enhance employee satisfaction in our entire organization. Limiting Sentence Such scheduling, however, is impossible for all employees. Supporting Sentences Managers would be required to maintain their regular hours. For many other employees, though, flexible scheduling permits extra time to manage family responsibilities. Feeling less stress, employees are able to focus their attention better at work; hence they become more relaxed and more productive. An Example of Direct Plan Effective Paragraphs

Pivoting Plan The pivoting plan is especially useful for comparing and contrasting ideas. In using the pivoting plan, be sure you emphasize the turn in direction with an obvious but or however. Arranging Sentences in a Strategic Plan Effective Paragraphs

Limiting Sentence Foreign service careers are certainly not for everyone. Many representatives are stationed in remote countries where harsh climates health hazards security risks and other discomforts exist. Main Sentence However, careers in the foreign service offer special rewards for the special Sentence people who qualify. Supporting Sentences Foreign service employees enjoy the pride and satisfaction of representing the United States abroad. They enjoy frequent travel, enriching cultural and social experiences in living abroad, and action- oriented work. An Example of Pivoting Plan Effective Paragraphs

Indirect Plan used for –Explain –Persuade –Delivering bad news. Paragraphs arranged in the indirect plan –start with the supporting sentences and –conclude with the main sentence. It enables you to explain your reasons and rationale Arranging Sentences in a Strategic Plan Effective Paragraphs

Supporting Sentences According to a recent poll, more than half of all white-collar workers are now dressing casually at work. Many high-tech engineers and professional specialists have given up suits and ties, favoring khakis and sweaters instead. In our own business our consultants say they stand out like "sore thumbs" because they are attired in traditional buttoned-down styles, while the businesspeople they visit are usually wearing comfortable, casual clothing. Main Sentence Therefore, I recommend that we establish an optional "business casual” policy allowing consultants to dress casually, if they wish, as they perform their duties both in and out of the office. An Example of Indirect Plan Effective Paragraphs

Writing at School Methods of Paragraph Development and Arranging Sentences 1.Analogy (Direct Plan) 2.Cause and Effect (Direct Plan) 3.Classification (Direct Plan) 4.Comparison and Contrast (Pivoting Plan) 5.Definition &Description (Direct Plan) 6.Examples & Illustration (Direct Plan) 7.Narration (Indirect Plan ) 8.Opinion (Direct, Indirect and Pivoting Plan) 9.Persuasion (Indirect Plan ) 10.Process Analysis (Indirect Plan )

Linking ideas to build coherence Paragraphs are coherent when ideas are linked, that is, when one idea leads logically to the next. Coherent paragraphs link ideas by –sustaining the main idea, –using pronouns, –dovetailing sentences, and –using transitional expressions. Effective Paragraphs

Linking ideas to build coherence Repeating a key expression or using a similar one by rephrasing helps sustain a key idea. Example: Our philosophy holds that every customer is really a guest. All new employees to our theme parks are trained to treat guests as VIPs. These VIPs are never told what they can or cannot do. Effective Paragraphs

Linking ideas to build coherence Use a pronoun –subject pronouns we, they, he, she, and it –demonstrative pronouns this, that, these, and those. These words confirm that something under discussion is still being discussed; hence, help build continuity. Example: –All new park employees receive a two-week orientation. They learn that every staffer has a vital role in preparing for the show. This training includes how to maintain enthusiasm. Effective Paragraphs

Linking ideas to build coherence Dovetail sentences. Connect the beginning of each new sentence with a word from the end of the previous sentence (... to hire new employees. These employees...). Dovetailing of sentences is especially helpful with dense, difficult topics. Effective Paragraphs

Linking ideas to build coherence Dovetail sentences. It is also helpful with ordinary paragraphs, such as the following: New hosts and hostesses learn about the theme park and its facilities. These facilities include telephones, food services, bathrooms, and attractions, as well as the location of offices. Knowledge of administrative offices and the internal workings of the company, such as who's who in administration, ensures that staffers will be able to serve guests fully. Serving guests, of course, is our No. 1 priority. Effective Paragraphs

Using transitional expressions for coherence Recommended expressions: additionally also as a result for example in other words therefore Effective Paragraphs

Using transitional expressions for coherence Transitional expressions –act as verbal road signs to readers and listeners –enable the receiver to anticipate what's coming, –reduce uncertainty, and –speed up comprehension. They signal that a train of thought is moving forward, being developed, possibly detouring, or ending. Transitions are especially helpful in persuasive writing. Effective Paragraphs

Composing Short Paragraphs for Readability. Short paragraphs are more attractive and readable than longer ones. Paragraphs with eight or fewer lines look inviting. If a topic can't be covered in eight or fewer printed lines (not sentences), consider breaking it up into smaller segments. Long, solid chunks of print appear formidable. Effective Paragraphs