Chapter 6 Choosing the Best Process and Form © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Importance of Skillful Writing Click to edit Master title style Importance of Skillful Writing • Businesspeople seek writing skills in applicants • Writing is more difficult than other forms of communication – Does not offer writers the privilege of seeing the reader’s reaction – The only safety net the writer has is the words and tone used

Click to edit Master title style The Writing Process

Click to edit Master title style Planning Planning- What you want to say 1. Determine goals – Figure out what is your purpose – Bring business goals into your writing goals (hotel manager) 2. Analyze the audience – What information matters most to audience

Click to edit Master title style Planning 3. Gather and collect data – Do some research. Ex. Past correspondence, warranties. 4. Analyze and organize information – Analyze what information to include and what to exclude – While organizing, put first the information that will have the most positive reaction. (Direct order vs. Indirect order) 5. Choose a form, channel and format – Form or channel will determine how to write (email/letter/brochure)

Click to edit Master title style Drafting Drafting – Saying it • Avoid perfectionism when drafting – Trying to perfect the first draft results in forgetting to put important information • Keep going – Allow minor errors in grammar or wording • Use any other strategies that will keep you productive – Keep yourself motivated. – Ex. Write at night, start with your favorite part, promise yourself a reward

Click to edit Master title style Revising Revising- Saying it better Levels of edit: 1. Revise: Whether all necessary information is included and logical. Check the formatting. 2. Edit: Fix any sentences or words that needs fixing. 3. Proofread: A final read though after editing. Point: Get feedback from others if required.

Forms of Written Communication Click to edit Master title style Forms of Written Communication Letters Memos Emails Text & Instant Messages Social Media

Click to edit Master title style Letters Click to edit Master title style The most traditional type of business message Used to correspond with people outside the organization Not as formal as they once were More conversational nowadays (as will be discussed in the next chapter). Ex: Dear Sir/Madam – Dear Tom Smith Sincerely Yours – Best Regards

Click to edit Master title style Memorandums (Memos) Click to edit Master title style Memos are internal letters. Emails have replaced them. Used by people who do not use computers. Format Date To From Subject Message Most companies have standard memo templates. Usually casual and informal.

Click to edit Master title style Emails Click to edit Master title style Email has become the most widely used form of written communication at workplace Why email? Low cost Eliminates telephone tag Multiple recipients Email addresses readily available Faster than letters, memos Formatting is easier, no word limit Archived and filed as written record of correspondence

Click to edit Master title style Emails Click to edit Master title style • Challenges – Avoids face-to-face communication, not ideal for building long term goodwill. – Can be forwarded, not confidential – Spam – May be ignored

Click to edit Master title style Top 10 Email Mistakes Using vague subject lines such as “meeting” Using the “bcc” field to be sneaky in communication Not deleting strings of replies unnecessary to the recipient Ignoring grammar Sending overly long emails Creating long paragraphs Hiding the main point Not avoiding emotion Using email when it’s not the best communication channel Forgetting that email is a permanent record

Newer Media in Business Writing Click to edit Master title style Newer Media in Business Writing Text Messaging Instant Messaging Social Media (MySpace, Facebook)

Texts & Instant Messaging Click to edit Master title style Texts & Instant Messaging Used for promotions, brand awareness, customer relations and correspondence. Typically limited to 160 characters (texts) Some companies have their own IM platforms for security and record keeping. Tips Cover all critical information. Keep it short. Strive for clarity. Maintain a conversational tone. Adapt messages to the audience. Keep language and content professional.

Click to edit Master title style Social Networking Click to edit Master title style The latest communication channel. Facebook, MySpace Twitter, LinkedIn Personal and corporate blogs

Click to edit Master title style Social Networking Click to edit Master title style Uses External communication with customers or clients Publicity or product promotion Internal communication Evaluate potential employees Reminder: Nothing on these sites is confidential. Your employer (or a potential employer) may view them.