Business Writing Overview
Barriers to Communication Verbal Barriers Inadequate knowledge or vocabulary Differences in interpretation Language differences Inappropriate use of expressions Over abstraction Ambiguity Polarization Nonverbal Barriers Inappropriate or conflicting signals Differences in perception Inappropriate emotions Distractions
Communication Cycle Reader Receives the Message (stimulus) Reader Reads the Message Reader Must Understand the Message Reader needs to Act
PDA Purpose Details Action DocumentExpected Reader Action Sales letter which describes a trip to Alaska Purchase the trip Letter requesting a recommendation Provide the recommendation Proposal to purchase a new computer Approve the proposal Letter asking for a jobGrant interview or give writer the job
Rhetorical Awareness Purpose Audience Stakeholders Context
User Centered Design Focus on Audience Expectation(s) Characteristics Goals Context Identify Audience Needs (Details) Who, What, Where, When, Why, How or How Much ce/629/02/
Audience Analysis Primary Secondary Shadow Stakeholders Questions to ask before writing What is your relationship with the audience? How will the audience react? What does the audience already know? What is unique about the audience?
Document Organization Explain purpose and present main ideas What is this? Why am I getting it? What you do want me to do? Logical progression of ideas State most important information first Keep like information together Organize each paragraph around one main idea Begin each paragraph with one key sentence
Document Design Format must conform to document Resume, cover letter, memo, report, Easy to locate information Key points use bold, underline or italics Clear headings and subheadings Improve readability with indentation or bullets HATS,
Document Development A.Persuasive B.Informative C.Concise Provide background information Use specific examples to support Use charts, diagrams and tables Eliminate noise Proof for clarity, further explanation, details
SituationSubject Line Purpose StatementDetailsExpected Action Ask your supervisor to take a course, attend a workshop, or attend a national conference for reimbursement (funding for this is encouraged) Inform classmates of the procedures required to log in to student portal, student , PC login in computer lab Summarize progress made in the planning of a student sponsored event (fundraiser, service project, guest speaker, other) Request the purchase of new furniture/technology for student lounge and study areas on campus Inform students, faculty and staff about technology procedures to follow to access student , student portal, AU website and computer login Summarize the status regarding career fair exhibitors
Choose the Right Words Write Clearly Accurate and complete Familiar words; write to express not to impress Specific, concrete language Avoid dangling expressions Avoid clichés, slang, jargon Write concisely (redundancy and wordiness) Write Effective Sentences Simple sentence Compound sentence Complex sentence Sentence variety
Active vs. Passive Words Parallel Structure
Use Appropriate Tone Write confidently Use a courteous and sincere tone Use appropriate emphasis and subordination Use positive language Stress the YOU attitude