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The Office Procedures and Technology
Chapter 4 Communicating in Written Form Copyright© 2007 Thomson/South-Western
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Purposes for Reading at Work
Learning about the company Following instructions on forms Using references/databases Responding to inquiries Other job duties Topic 4-1 Reading and Writing at Work
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Purposes for Reading at Work
Understanding instructions for equipment or software Topic 4-1 Reading and Writing at Work
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Comprehension Understanding what you have read
Practice techniques can improve skill Focus Sequence Identify purpose Draw a mental picture Scan Checkup Summarize Reread Topic 4-1 Reading and Writing at Work
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Vocabulary Words you know and understand
Determine meaning from context or by considering word parts Check the meaning in a dictionary or other reference Topic 4-1 Reading and Writing at Work
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Speed Rate at which you read Improve reading rate with practice
Focus on an entire paragraph Time your reading and set goals Force yourself ahead as you read Topic 4-1 Reading and Writing at Work
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Writing at Work Communicating policies and procedures
Communicating plans or progress Seeking or providing information Sending messages to customers Following up oral discussions Editor: person who reviews written material to suggest changes in wording, organization, or content Key Term Topic 4-1 Reading and Writing at Work
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Reviewing Writing for Others
Identify the writer’s purpose Judge for effectiveness Make candid suggestions Use software features to track changes when editing documents Topic 4-1 Reading and Writing at Work
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Characteristics of Effective Writing
Clear Concise Courteous Complete Correct Which message is clear, concise, and complete? Topic 4-1 Reading and Writing at Work
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Manage Writing Tasks Identify the purpose and secure information
Compose a draft Draft: a rough or preliminary version of a message Key Term Review and revise Prepare the final copy Break large projects into small parts Schedule time to complete each part Topic 4-1 Reading and Writing at Work
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Drafting Documents Consider the Purpose Message Audience
Desired response All your travel needs can now be met through The Traveler Agency’s full range of travel services. As a frequent business traveler, you are eligible for special travel discount packages. This message considers the audience by using the “you” approach Topic 4-2 Business Correspondence
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Revising Documents Consider Word choice Transitions
Order of content points Consistency Tone: a style or manner of writing that shows a certain attitude Key Term Topic 4-2 Business Correspondence
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Proofreading Verify changes from the editing phase Use a spell checker
Complete a detailed manual check Mark changes using proofreaders’ marks Topic 4-2 Business Correspondence
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Positive or Neutral Message
Use the direct approach Present the main points Give specific, complete information Topic 4-2 Business Correspondence
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Negative Message Build understanding for a negative response
State the negative news Try to keep goodwill Topic 4-2 Business Correspondence
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Persuasive Message Gain the reader’s attention
Stimulate interest in the topic Give an opportunity to act Examples Sales letters Solicitation letters Advertisements Topic 4-2 Business Correspondence
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Business Letters Formal type of written communication
Typically sent to someone outside the company Create an impression of the writer and the company Provide a long-lasting record of communication Topic 4-2 Business Correspondence
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Letter Parts Standard Optional Printed letterhead Mailing notation
Date Attention and subject lines Letter address Enclosure and cover notations Salutation Copy notation Body Postscript Complimentary close Reference initials Signature block Multiple-page heading Topic 4-2 Business Correspondence
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Letter Formats Block Modified block All lines begin at the left margin
Open or mixed punctuation may be used Modified block Date, complimentary close, and signature block begin at the horizontal center point Paragraphs may be indented 0.5 inch Topic 4-2 Business Correspondence
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Modified Block Letter Sample
Letterhead Date Letter address Salutation Body Complimentary close Name and title Reference initials Topic 4-2 Business Correspondence
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Second-Page Heading Placed in header
Used to identify pages of a letter or memo Heading includes: Recipient’s name Page number Date Topic 4-2 Business Correspondence
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Envelopes Used for business letters or memos Letter address
Use all capital letters Omit punctuation except in postal code Return address Use punctuation Use traditional capitalization Topic 4-2 Business Correspondence
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Envelope Sample 4 inches 2 inches Topic 4-2 Business Correspondence
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Memos Informal business documents
Use instead of for confidential messages Topic 4-2 Business Correspondence
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E-mail Electronic transfer of messages
Appropriate for informal messages Topic 4-2 Business Correspondence
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Desktop Publishing Guidelines
Use consistency in the design Use ample white space Consider balance and contrast in the design Use relevant artwork or photos Limit the number of fonts in a document Avoid widow lines Obtain permission to use copyrighted material Topic 4-2 Business Correspondence
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Informational Reports
Based on data gathered in normal business operations Can be in formal or informal style Are often memo reports Topic 4-3 Business Reports and Related Documents
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Memo Report Sample Topic 4-3 Business Reports and Related Documents
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Analytical Reports Often complex and detailed Usually require research
Often written in a formal style Topic 4-3 Business Reports and Related Documents
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Unbound Report Sample Report title Body Side heading Long quotation
Topic 4-3 Business Reports and Related Documents
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Unbound Report Page 2 Page number in header Pie chart
Topic 4-3 Business Reports and Related Documents
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Writing Guidelines for Reports
Focus on the report purpose and audience Plan the writing Write a first draft and plan visuals Revise text and finalize visuals Present the report Topic 4-3 Business Reports and Related Documents
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Tables Summarize or compare data Should be self-explanatory
Simple tables might not contain column headings or totals Topic 4-3 Business Reports and Related Documents
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Graphs Data displayed in pictorial format
Easier to understand than blocks of numbers Common formats Pie Line Bar A pie chart shows the relationship of a part to the whole Topic 4-3 Business Reports and Related Documents
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Focus On … Voice Recognition Systems
Convert voice into digital form for processing by computers A practical alternative to keyboarding Particularly useful for repetitive tasks Increase office productivity Topic 4-3 Business Reports and Related Documents
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