Communication in Organisations SITXADM003 A Write Business Documents Session 10 Prepare Document

Good news or neutral letters Announce the news first E.g. inquiry letter, request letter, acknowledgement, introduction to someone. Strategy to write: Identify the letter’s purpose in the subject line Opening paragraph states the good news Middle paragraph states the details that support the news Close with a statement of goodwill Lecturer note: CHAPTER 15 Refer Pg 385-89

Bad news letters Bad news letters They are refusal letters Give the reader unwelcomed news E.g. order refusal, ‘No’ to a credit request, refusing an adjustment, decline invitation. Strategy to write: Open with a courteous greeting Explain the situation fully State the bad news Close with a positive paragraph Lecturer note: CHAPTER 15 Refer Pg 390-93

Persuasive letters Persuasive letters Aim to change attitudes or produce action E.g. collection letters, sales letter and job applications. Strategy to write: AIDA formula A ttention I nterest D esire A ction Lecturer note: CHAPTER 15 Refer Pg 394-98

Letter Of Complaint Replying to a letter of complaint: Strategy to write: Start with the action you have taken as a result of the complaint Acknowledge the complaint clearly Give an apology and acknowledge any inconvenience caused Close with a goodwill statement Lecturer note: CHAPTER 15 Refer Pg 399-401

Memo Definition: Format: Advantages Is an internal organisation communication Format: Is less formal than the business letters and include 4 headings Advantages Lecturer note: CHAPTER 16 Refer Pg 409 Advantages: Reaches large number of people at the same time Provide a written record for filing and reference Allows the write to convey detailed or difficult information logically and accurately It can indicate, by a company letterhead, that is information is part of the organisation’s procedures

Types of memo Instruction Request Announcement Transmittal Authorisation Confirmation Lecturer note: CHAPTER 16 Refer Pg 410-11 See table 16.1 Six types of memo

Six types of memo Type Purpose Arrangement Instruction Provide receiver information Introduction Main point Secondary information Action Request Ask receiver to provide some information or take action Announcement Provides information to more than one receiver Lecturer note: CHAPTER 16 Refer Pg 410 See table 16.1 Six types of memo Students to fill in the blank if they don’t have text book.

Six types of memo Type Purpose Arrangement Transmittal Acts as the cover note for a more formal lengthy message Main point Secondary information Action Authorisation Gives receiver permission or authority for action Background information Confirmation Confirms in writing what has been agreed Main point/s Lecturer note: CHAPTER 16 Refer Pg 410-11 See table 16.1 Six types of memo Students to fill in the blank if they don’t have text book.

Learning Activity Do “Learning Activities” p. 380 1) 3) 4) and 5) READ Dwyer, J. 2009 Chapter 14 and Chapter 15 Do “Learning Activities” p. 380 1) 3) 4) and 5) Lecturer note: CHAPTER 16 Refer Pg 411 – Practice exercise

Group Activity Do “Group Assignment” pp.380-381 Students to report their answers to the class Lecturer note: CHAPTER 15 Refer Pg 4

Group Activity - 2 Imagine you are starting your own business. What kind of business is it? What technology and software would you buy to allow you to efficiently write business documents. e.g. computers, operating systems modems scanners photocopiers printers word processing software graphic design software