Business Communication

Understanding & planning reports Chapter nine

Understanding business reports Three categories Informational reports – data, facts, feedback etc Analytical reports – information & analysis & (sometimes) recommendations Proposals offering structured persuasion

Planning informational reports Reports to monitor & control operations Business plans, operating reports, personal activity reports Reports to implement policy & procedures Policy reports, position papers Reports to demonstrate compliance Compliance reports Reports to document progress Progress reports

Structure of informational reports Comparison – compare different factors Importance – structure according to order of importance Sequence – presents steps/stages in order that they occur Chronology – chain of events from oldest to newest Geography – organise data according to geographic units Category – group information according to relevant categories

Online reports Readers move through sites quickly – online reports must be to the point & easily accessible Reading online can be difficult – break up into readable chunks & ensure it looks attractive Web is nonlinear and multidimensional – reader can view in any order – ensure report is clear and to the point

Analytical reports Reports to assess opportunities Market analysis reports, due diligence Reports to solve problems Troubleshooting reports, root cause analysis reports Reports to support decisions Feasibility reports, justification reports

Writing analytical reports Conclusion is a key aspect If audience will support – use direct approach, if you need to sell use the indirect approach Yardstick approach – uses a number of criteria to select from various options You may need to make a recommendation Recommendations must be practical & based on sound evidence

Presenting recommendations Establish the need for action in the introduction by describing the problem or opportunity Introduce the benefits of the recommendation List the recommendations required to achieve the benefits Explain each step giving procedure, cost & benefit Summarise the recommendations

Factors to consider when writing analytical reports You are doing more than simply delivering information You need to present your thinking in a compelling & persuasive manner You need to convince others to make significant financial & personal decisions

Planning proposals Internal proposals Request decisions within the organisation External proposals Request decisions outside the organisation Investment proposals, grant proposals, sales proposals

Writing proposals Solicited or unsolicited? Solicited may specify requirements (RFQ) – unsolicited allows more flexibility Remember to: State the problem Show how you intend to solve it Show the benefits for the client

The three step writing process

Use the three step approach - planning Analyse – statement of purpose (why) & work plan Gather information – research Select medium – choice?, need to search?, need to update? Message Organise information – direct approach preferred unless reason for indirect

Doing the research Plan - locate data & information – process data & information – apply findings – manage information

Ethical research Keep an open mind – do not skew research to support your views Respect the privacy of research participants Document sources & give credit Respect sources intellectual property rights

Research process Secondary research – written documents & reports etc Primary research – surveys, observations, experiments

Secondary sources Online databases, websites Libraries – journals, books, newspapers Government & industry publications

Primary Sources - surveys Surveys – need to be reliable (same result if repeated) and valid (measures what they are supposed to measure) Survey tips Provide clear instructions Keep questions short Ask only for info that people may remember Avoid leading & ambiguous questions Ensure that answers can be analysed

Primary sources - interviews Sequence questions Provide questions in advance if source to be quoted Use open-ended questions to elicit opinions, insight & information Use close ended questions to elicit specific answer (but don’t use too many) Face-to-face interview allows researcher to pick up non- verbal signals but email & telephonic interviews common

Writing & completing reports Chapter ten

Writing the report Select the best words Compose effective sentences Develop coherent paragraphs

format Introduction Body Conclusion

The introduction Elements to consider including Authorisation –by whom etc Problems/opportunities/purpose – why this report? Scope – what is covered? Background – why the report? Sources & methods – research undertaken Definitions – of terms used Organisation- the structure of the report

The body The problem or opportunity Facts, stats & trends Results of research Discuss & analyse possible courses of action Advantages, disadvantages, costs & benefits Procedures, methods & approaches Criteria to evaluate options Conclusions & recommendations Supporting evidence for conclusion & recommendation

Information in the body must be: Accurate Complete Balanced Clear & logical Properly documented

The conclusion Emphasise the main points Summarise benefits Show reader how all the pieces fit together Brings action items together in one place

proposals Introduction Background/problem statement Solution Scope Organization

proposals Body Proposed Solution Work Plan Statement of Qualifications Costs

proposals Final Section Summarise Key points Emphasis the benefits from proposed solution Summarise merits of approach Re-emphasise why you are a good choice Request decision

Online reports Build trust through accuracy, authority, completeness & up to date Write for a global audience Reader orientated – inverted pyramid Concise & skimmable, attractive layout Effective links

Using technology to write reports Templates Linked & embedded documents Electronic forms Electronic documents Multimedia documents Proposal writing software

Effective visual communication Consistency Contrast Balance Emphasis Convention simplicity

Use of charts and tables See guidelines in study guide Can be very effective means of presenting data Keep simple and bold Does it serve a purpose?

Finalising the report Revise Produce Proofread distribute

Component categories Prefatory parts Text parts Supplementary parts Cover, title page, cover letter, table of contents, executive summary etc Text parts Intro, body, conclusion Supplementary parts Appendixes, bibliography, index

Oral & online presentations Chapter eleven

Planning oral presentations Anticipate the audience – supportive, neutral, hostile, interested etc Remember audience cannot rewind or fast forward Budget for time 125-150 words a minute

planning Organise stages Main idea, main & sub points, transitions etc Create speaking outline Outline, key words, delivery cues

The introduction Arouse audience interest Build credibility – accomplishments, background Preview message

The body Use of word to connect various parts and ideas Hold listener's attention – relate to audience, language, questions Ask for questions or opinions Illustrate with visuals

The close Tell them you are about to finish Restate main points State next steps End on strong note

slides One idea or concept per slide As few words as possible – max 20-25 Avoid full sentence Active voice Avoid long portions of text

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