1. BUSINESS COMMUNICATION ENGB213
Unit 15
Forms and questionnaires

2. Overview The reasons for forms Designing forms Reply forms
Specimen form
Questionnaires
Types of question
Summary

3. The reasons for forms
Form-filling is almost an everyday occurrence. In almost every aspect of our personal lives forms cannot be avoided.
Also true in business world. Even with the impact of information technology, pre-printed forms are being used more and more for a variety of reasons:
i) extremely valuable for collecting data in procedures that are standardised
ii) ensure that every piece of information required is completed by the form filler
iii) sequence of information is included in a priority order
iv) act a computer data input sources
v) provide useful sources of reference
vi) new forms can be designed easily to meet new policies or revised procedures

4. Designing forms
One reason why people hate forms is because some designers do not allow sufficient space for the person to insert all the information.
Effective form design can save people valuable time.
1 – Consider these questions:
a) who will be completing the form?
b) who needs the information?
c) why is this information needed?
d) how would the information be most effectively presented?

5. 4 – Decide on a logical structure for the form according to priority.
2 – Make a checklist of all the information needed, e.g: name, address, telephone number, age, date of birth, etc.
3 – Divide your checklist into appropriate sub-sections and choose titles for each section.
4 – Decide on a logical structure for the form according to priority.
5 – Design your form in draft, making sure that you
a) word questions carefully
b) use option boxes where a variety of responses could be given
c) leave sufficient spaces and lines where the required information will fit.
d) allow sufficient space when asking open questions
e) ensure questions and instructions are simple, clear and unambiguous.

6. 8 – Monitor forms regularly and ask yourself, is the form
6 – Try your form out on a colleague and ask for constructive criticism. Make any amendments based on the useful information obtained from this trial.
7 – Print the form properly but monitor the first few forms completed. Check that users understand requirements completely and sufficient space for answers is provided.
8 – Monitor forms regularly and ask yourself, is the form
a) essential?
b) straightforward and simple to complete?
c) logical in the sequence of questions?
d) printed on appropriate paper (colour/size/quality)?
e) relevant?
f) suitable for the purpose for which it is intended?

7. Reply forms
On many occasions in business, replies are required from recipients of letters.
A reply form enables the sender to specify the information required from everyone to whom the form is sent. This guarantees that the correct information will be obtained and is a much better way of obtaining information than by requesting a written reply.
Sometimes reply coupons are included in advertisements so that interested parties can reply easily.

8. Reply Form sample

9. Headers and footers
Two important features of reply forms are the details shown at the head and the foot. These details will differ on forms used within an organisation and forms used externally.

10. Internal form

11. External form

12. Specimen form
Here is an example of a reply form sent out with a letter to clients of a training organisation. Clients were asked to specify whether or not they would like to attend a one-day management conference, when accommodation will be required, and enclose a cheque to cover the cost.

13. Specimen form

14. Questionnaires
Special type of form designed to record opinions or suggestions from different groups of people. They are widely used in business, for example:
Researching the preferences of consumers
Investigating public attitudes to major issues
Requesting the opinions of staff on issues like canteen facilities and flexihours
A questionnaire may well form part of research undertaken in the preparation of a formal report. All the guidelines mentioned about the design of forms apply also to the presentation of questionnaires.
Their design is even more important because they are dependent on the public’s desire to help. Questionnaire must be as straightforward as possible.

15. Humour also helps, as shown in the extract from a feedback form used at Changi Airport, Singapore.

16. Questionnaire guidelines
To achieve the objective of ensuring that people fill in your questionnaire, follow these guidelines:
Ensure questionnaire is clear and attractive
Use simple and direct language; it should not offend anyone
Use wording that will create good relationship with the reader
Include only essential questions
Begin with a polite request to the reader to complete the form and briefly mention why the information is needed
Include an assurance that all information will be treated in confidence
Thank the reader for completing the form
Include clear instructions about where to send the form after completion

17. Sample of a well-designed questionnaire

18. Types of question
Different techniques can be used for asking questions on a questionnaire.
Alternative questions
Closed questions
Multiple choice questions
Rating or preference questions
Open questions

19. Alternative questions
Alternative questions are used to establish facts and circumstances before asking further opinions. Care must be taken to ensure that the alternative answers are specific.
“How often do you buy cold drinks?”
[Wrong] Often/sometimes/rarely/never
[Correct] Several times a day/ every day/ twice a week/ once a week/ less often/ never

20. Closed questions
Closed questions require specific answers. The most basic closed questions are those requiring yes/no answers.
“Have you bought any drinks from the college vending machines during the past month?”
Yes/No

21. Multiple choice questions
Multiple choice questions are those giving a list of response to be ticked. This type of question needs planning carefully to ensure complete coverage of possible answers.
“Which of the following drinks have you bought recently?”
(Please tick)
Coffee
Sprite
Tea
Cola
Chocolate
Diet Cola
Milo
Orange juice

22. Rating or preference questions
Rating or preference questions ask for an opinion. Gradings are provided for ticking.

23. Open questions Open questions invite comment
“Name any additional items you would like to be available from the college vending machines.”
Drinks ____________________________
Snacks ____________________________

24. Example of questionnaire that uses different questioning techniques

26. Summary
If they are designed and used correctly, questionnaires can make life much easier for all concerned. They can ensure that an organisation obtains the information it needs, thus leading to an improved public image and increased customer rapport.