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

2. 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

3. 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

4. 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

5. 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

6. 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

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

8. 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.

9. 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
See table 16.1 Six types of memo
Students to fill in the blank if they don’t have text book.

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

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

12. 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