Business Writing for Project Managers Vigor Industrial & CLIMB Center for Advancement Portland Community College Facilitated by George Knox

Overview of Workshop Modules Document Development (Formats, Styles & Strategies) Proofreading, Revising & Editing Effective & Electronic Delivery Note-taking, Agendas & Minutes

Document Development P.A.T. –Purpose –Audience –Technique Purpose and Audience Determine Technique!

P. A. T. Purpose –Topic –Goals (Inform,persuade, entertain, record, cite, respond, etc.) –Requirements (Schedule, materials, budget, tools, delivery, etc.) Audience –Who? Multiple audiences? –Expectations (Content, style, delivery, etc.) –Requirements Technique

Document Design: Focus “The Rule of Ones” –One idea per sentence –One topic sentence per paragraph –One thesis/main point per document

Document Design: Format Informative Intro of problem Main point Details Summary (restating main point) Persuasive Intro of problem Main point Supports Summary Request for action Instructional Intro of problem Steps in sequential order Sources of further help

Document Design: Flow Front load vs. back load Roadmap –Statement of purpose –Overview of content Signposts (Text) –Transitional phrases and words Cues (Visual) –Visual elements guiding reader –Headings, highlighted text, dividers, white space Chunking (Grouping related elements) Parallel form Sample Documents

Document Design: Graphics Integrate graphics into text –See Tips for Using VisualsTips for Using Visuals Maintain a graphic theme Generally do not use clip art or extraneous graphics for formal documents Follow corporate/publication guidelines Adhere to copyright law

Document Design: Other Issues Headings, spacing, pagination, type Titles, length, submission Documentation of sources All of these are dependent upon the publisher and style guide

Formatting Text point type (body text) Serif vs. San Serif Consistent type styles (“Magic 3”) Bold/italics to emphasize Avoid all capitals Ragged right – justified left margins Text boxes, large size, color for emphasis

Style: Business vs. Technical Business Writing : Purposeful Persuasive Flexible Economical Reader-focused Technical Writing: Purposeful Informative Structured Economical Product/process- focused

Style: Business Writing Strategies : Gain attention early Clarify benefits to readers Always include a “request for action” Front load a positive message Back load a negative message Use keywords Explain technical or unfamiliar terms Prepare for multiple audiences Avoid conversational and narrative styles Consider multiple modes of delivery

Style: Technical Writing Strategies : Design document to be “used” rather than “read” Provide for document navigation Front load most technical documents Use appropriate technical & industry terms including acronyms Use technical graphics whenever possible Create distinct document sections based on use Provide necessary caution and warning messages Prepare document for use within technical setting Consider multiple modes of delivery

Style: Proper Citation Use the correct style –(Academic/industry standard, in-house guide, editor/reader preference) Document your sources in progress –Take notes with source info –Place citations/short-cuts in drafts Proofread for citations –Citations matched with sources? –Correct style and punctuation?

Liability Issues: Risks “Technical” Liability –Negligence –Breach of Warranty –“Strict Liability in Tort(e)” Marketing Liability –“Uniform Commercial Code” –Expressed Warranty of Description Other Areas of Liability –Privacy –Financial –Employment

Liability Issues: Protections Accuracy –Check for clear interpretations and findings –Do not suppress knowledge or data –Do not exaggerate claims or data Ownership –Confirm copyright, trademarks, etc. Public Domain –Most documents by public officials are in public domain (w/ legal/privacy exceptions) –Consider documents as “published”

Liability Issues: Avoiding Problems Be accurate (factual, precise) Know your audience –Needs and expectations –Abilities (“reasonable person”) –Risk Document your work –Sources/Citations –Paper trail –Data records –Copies of correspondence Get approval of your work –“Sign off” –Feedback from peers –Practical test with target audience Use waivers/consent forms

Memo and Purpose –Written record (paper or electronic) –Information re: policies and procedures –Request for internal action –Documentation of decisions or actions –“Paper trail”

Memo and Audience –Internal (usually) –Individual, departmental or company-wide –Knowledge of company organization, values, policies, procedures, etc. –Familiar with jargon and acronyms –Attention to internal communications? Note: is becoming more common for external communications

Technique: Memos & Procedure and Information Messages Request and Reply Messages Confirmation (or Denial) Messages Other?

Procedure/Information Message Routine messages “Downward” flow Informational in nature Goal of employee participation and cooperation Direct or indirect depending on nature of message (good news, bad news, etc.) Tip: Tone is important for success.

Request and Reply Messages Request for information and action –Persuasive in nature –Direct or indirect depending on nature of request and source of request Reply to previous communication –Direct response to initiator –Indirect response to wider audience

Confirmation Messages “Incident” or “To File” reports Documentation of decisions, directives, and discussions Names and titles of people involved Major issues described Request for confirmation of receipt Direct message

Technique: Strategies Headings: Date, To, From, Subject Single topic Conciseness Conversational tone “Cues” and “Signposts”

Technique: Strategies Direct vs. Indirect message –Direct (“Front loaded”) message places main point early in the document –Indirect (“Back loaded”) message places main point late in the document –Use direct approach for “good” news or when acceptance is assured –Use indirect approach for “bad” news or when persuasion is necessary

Techniques: Delivery Memos – Use standard in-house delivery unless otherwise requested –Use in-house standards (company vs. personal web-based , stationary, HTML vs. text only, etc.) within company –Contact outside audiences for restrictions Avoid common mistakes

Common Mistakes Address errors Long messages or attachments Misleading or vague subject lines Inappropriate content Lack of discretion in responses Inappropriate copying and forwarding Source: John Edwards, “The Six Most Common Mistakes in Sending ”, Bottom Line Business, October 1997.

Letters Purpose –Written record (Paper) –Formal information, persuasive or responsive communication –Documentation with “wet” signature –“Official” communication with letterhead –Contractual agreement –“Paper trail”

Letters Audience –External (usually) –May be unfamiliar with internal organization, values, procedures, etc. –May be unfamiliar with jargon and acronyms –May be inattentive to communication –Seeking formal or “official” message

Technique: Kinds of Letters Routine Letters –Request for information and action –Direct reply Good News –Approved request –Commendation/Recommendation Bad News Letters –Denied request –Criticism/disciplinary action/termination Persuasive Letters –Sales -Proposals

Technique: Strategies Single topic Formal style and tone “Official” letterhead and signature “Cues” and “Signposts” Request for action

Technique: Strategies Direct vs. Indirect message –“Front load” Routine and Good News Letters –“Back load” Bad News Letters –For Persuasive Letters, use the message that best fits the audience Tip: If cost is involved, you probably should “back load”.

Communicating Bad News Goals –Make the audience understand and accept –Maintain positive image of organization –Make message clear so additional communication is unnecessary –Avoid creating legal liability

Communicating Bad News Strategies –Indirect message Buffer with a neutral or positive opening Give reasons or causes for bad news Clearly state bad news, providing alternatives or “next steps” if possible Close with a personal, future-looking statement Tip: Use subordinating or passive language (“Although your claim cannot be processed under current guidelines, we can provide a list of alternative ….”)

Communicating Bad News Strategies –Avoiding Liability Do not use abusive language (defamation) or careless language implying liability Do not state or imply views that run contrary to your organization Do not admit or imply responsibility without checking with legal counsel Do not use “official” documents or equipment to communicate your personal views

Persuasive Writing Strategies: Gain attention –Review problem and state action taken –Stimulate a question and offer an answer –State a benefit to the audience Build interest –Offer strong supports –Suggest direct and indirect benefits –Avoid emotionality

Persuasive Writing Strategies: Reduce resistance –Counter possible arguments –Demonstrate credibility Motivate action –Request specific action and repeat benefits Reinforce business relationship

Technical Formats Instructions Reports Executive Summaries

Instructions Purpose –Technical documentation of a specific task –Directive with sequential steps –“Used” during task Audience –Varying technical abilities –“Users”, not readers –May need hazard statements

Technique: Document Types User Manual (Step-by-step for novice) Tutorial (Mini-lessons for novice) Reference Manual (Indexed for expert) Quick Reference Guide (Indexed for expert) Procedural Guide (Step-by-step for novice & expert, Primarily to document) Policy Manual (Categorized for novice & expert, Primarily to document) On-Line Documentation (Tree structures/topics for novice & expert)

Technique: Basic Format 1. Introduction 2. Required materials/tools 3. Sequential steps 4. Additional resources

Technique: Strategies Keep language simple and direct –2 nd person imperative –Appropriate technical language –Active voice –Avoid future tense –Industry standards (e.g. ANSI)

Technique: Strategies List steps sequentially –Numbered lists for ordered tasks –Bulleted lists for unordered tasks –Vertical lists usually easier to read than horizontal lists –Introduce steps or groups of steps (e.g. “To install the software, follow these steps:”)

Technique: Strategies Emphasize tasks over results (user’s actions before reactions) Describe any necessary parts, tools or equipment BEFORE giving directions Include visuals when appropriate (especially for “visual perceivers” and international readers)

Technique: Hazard Statements Place warnings before and near the hazardous task listed Highlight warning w/ appropriate visual techniques (symbols, colors, bold, etc.) Keep hazard statements direct, clear and accurate Follow expected/required guidelines

Reports Purpose –Document primary or secondary research –Aid decisions, qualify sources and record work or activities Audience –Expects summaries, methods, findings –May expect recommendations –Data may be scrutinized –Multiple audiences?

Technique: Basic Format Front Matter –Cover –Title page –Abstract –Table of contents –List of figures and tables –Executive summary

Technique: Basic Format (cont.) Introduction –Definition & scope of problem –Background –Methodology –Report organization

Technique: Basic Format (cont.) Body –Project details (Data, method review) –Conclusion (Analysis of findings) –Recommendations –Notes

Technique: Basic Format (cont.) Back Matter –Appendices –Glossary –Bibliography/References/Works Cited –Resume/Vitae –Index

Technique: Strategies Primary research –Clear description of methodology –Summary of data gathered (in body) –Access to full data (usually Appended) –Cross references to other research –Secondary sources used in Background to add credibility

Technique: Strategies Secondary research –Verify your sources with clear documentation –Explain/describe sources as necessary –Use citation style as required or expected

Executive Summary Purpose –Introduce document –Give synopsis of contents –Persuade reader of validity and importance of document Audience –Multiple audiences: technical and non- technical –Expect summary of major points and findings –May be read as “stand alone” document

Technique: Basic Format Mini-document –Organize around major sections of full document –Condense material into suitable length “Brochure” –Highlight major sections most relevant to non-technical audience –Categorize and order by importance to audience

Technique: Strategies Length: Usually 1 page, but could be longer (1/16 th rule?) Highlight major sections with headings, bulleted lists, graphics, page design (e.g. multi-column), etc. Language: Use key words and concepts, Explain technical terms and acronyms Do NOT “cut and paste” or “summarize by list”

Overcoming Writer’s Block P.A.T. Write out main message/point Sentence Outline Diagram/Flow Chart Don’t write sequentially “Talk it out” Take a break and come back later

On-line Materials Course Website: Keys for Writers: A Brief Handbook, Ann Raimes How 12 (Handbook for Office Professionals), James L. Clark, Lyn R. Clark