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IVERPOOL COLLEGE

Business and Finance Faculty

Business and Administration

Miller College

Write Simple Documents

BSBWRT301

BSBWRT301 Write Simple Documents Page 1 of 30


WRITE SIMPLE DOCUMENTS

BSBWRT301

Student Study Guide You may write the answers to Tasks 1-2 and 6-14 in this booklet and use your own paper

supplies for Tasks 3-5 and Portfolios 1-5.


TABLE OF CONTENTS

Using The Apostrophe ..................................................................................................................... 4

Writing Using the Active Voice....................................................................................................... 5

Non Discriminatory Language ......................................................................................................... 6

Clear Writing.................................................................................................................................... 7

Proofreading ..................................................................................................................................... 8

Emails............................................................................................................................................. 14

Letters............................................................................................................................................. 16

Faxes .............................................................................................................................................. 18

Identifying the Audience ................................................................................................................ 20

Defining the Purpose of a Document ............................................................................................. 21

Format of a Document ................................................................................................................... 22

Method of Communication ............................................................................................................ 23

Means of Communication .......................................................................................................... 24

Sample ‘Document Plan’ for a Reply to a Complaint Letter ......................................................... 25

Portfolio 1 – Fax ........................................................................................................................ 27

Portfolio 2 - Letter ..................................................................................................................... 27

Portfolio 3 - Letter ..................................................................................................................... 28

Portfolio 4 - Invitation ............................................................................................................... 28

Portfolio 5 – Email .................................................................................................................... 30


WRITE SIMPLE DOCUMENTS

UNIT PURPOSE The purpose of this unit is to provide you with the skills and knowledge to plan, draft and review a basic document before writing the final version. Specifically you will:

plan document

draft document

review document

write final document Reporting of assessment outcomes Your result will be recorded and reported to you as Competent or Not yet Competent. Requirements to successfully complete this unit of competency To demonstrate competence in this unit you must provide evidence that you have the knowledge and skills required to plan, draft and review a basic document before writing the final draft, specifically:

produce a range of documents that accurately convey required basic information

use formatting suitable for intended audience

comply with organisational policies and procedures for document production To provide the learner with the knowledge and skills to use and understand correct principles of grammar and proofreading to plan, draft and review a basic document before writing the final version. By successfully completing this module the learner should be able to: Plan a document Draft a document Review a document Write a final document Assessment Events: Following the completion of the tasks in this booklet, submit your work to your facilitator for

feedback. Make necessary edits. You will then be issued with the assessment which

consists of a portfolio of at least 5 workplace documents. For each document you will

produce a plan, a draft, an edited draft and a final copy.


Using The Apostrophe

The apostrophe is used in three main ways:

1 When two words have been contracted Eg: They are → They’re

2 To make it easier to read Eg 1970’s

3 To show ownership Eg Allison’s car

4 The general rule: If there is one owner, the apostrophe is placed before the s, if there is more than one owner, the apostrophe is placed after the s. There are exceptions to this rule.

Task 1

Place the apostrophe, if required, in the correct place:

1 Whos the partys candidate for vice president this year?

2 The fox had its right foreleg caught securely in the traps jaws.

3 Our neighbours car is an old Chrysler, and its just about to fall apart.

4 In three weeks time well have to begin school again.

5 Didn’t you hear that theyre leaving tomorrow?

6 Whenever I think of the stories I read as a child, I remember Cinderellas glass

slipper and Snow Whites wicked stepmother.

7 We claimed the picnic table was ours but the Smiths children looked so

disappointed that we found another spot.

8 Its important that the kitten learns to find its way home.

9 She did not hear her childrens cries.

10 My address has three 7s and Tims phone number has four 2s.


Writing Using the Active Voice

When writing business documents, it is best to use an ‘active voice’ rather than a ‘passive voice’. An active voice makes the reader feel they are the centre of attention and therefore the most important part of the interaction.

Task 2 Rewrite the following statements using an ‘active voice’:

Passive Voice Active Voice We suggest an account be opened

You can open an account with us

A client was gained by Bob

Bob gained a client

A replacement part will be sent to you

The letter was written by Helen

Research has shown the product to be reliable

A letter confirming the order should be sent to me

We offer interest free purchases

We will send you a free gift

The monthly report should be prepared by you

We must receive your application by 17 June

We will give you the best service

The features on the car include electric windows and central locking


Non Discriminatory Language

When preparing workplace documents, we must ensure our language is free from discrimination relating to: gender, age, religion, ethnic origin, sexual persuasion, and is ‘inclusive’ language ie: doesn’t ignore specific groups.

Task 3

The manager of your department has been asked to provide a letter of reference for a previous employee. Imagine that the manager has asked you to review the letter below before he sends it off. The original will go to Hunter Employment Services and a copy to Susan Thompson (whom he hasn’t actually seen in three years). Make sure the letter is free of discriminatory language. _______________________________________________________________________

Letterhead 30 August 20XX Manager Hunter Employment Services Pty Ltd 311 Vegas Street MELBOURNE VIC 3000 Dear Sir A former employee, Miss Susan Thompson, has asked me to provide you with a referee’s report. I am delighted to do so. Miss Thompson is a credit to the weaker sex. She joined us in 20XX as girl Friday to our promotions manager. It was her first real work. Up until then she had been a housewife, but she performed her duties so well we promoted her to office manageress within the year. She was well liked by the other girls in the office and always dressed attractively. She completed a manpower study that allowed us to reduce our office staff by 15%. Here at Duke’s Learning Centre we take our social obligations very seriously. We do not discriminate on the basis of sex, age, race or disability. We try to make suitable opportunities for working mothers, for ethnics and aborigines, and for the handicapped and the aged. Miss Thompson was especially sympathetic to the needs of paraplegics and retarded people we had on staff at the time. Miss Thompson is a very good worker. She is personable and obliging, and her easy manner allows her to fit in as one of the boys. She will be a valuable member of your team. I recommend her to you. Yours faithfully Paul Kemp Paul Kemp Personnel Manager


Clear Writing

Task 4 The messages below were emailed to staff of a large Australian university. You have been asked to write them more simply to make them clearer and more understandable. Create paragraphs which clearly identify the main points.

Email To: All Staff (this would be a group of contacts) CC: Subject: Directions for work to cease OHS Officer

When a health and safety representative is confronted with a situation where, in the opinion of the health and safety representative, there appears to be an immediate threat to the health and safety of a person, then if the nature of the threat and the degree of risk are such that the threat is immediate and given the nature of the threat and the degree of risk, it is not appropriate to adopt the processes set out in (a) and (b) above, then the appropriate Heads(s) of Budgetary Unit(s) and the health and safety representative of the designated work group in relation to which the issue has arisen may after consultation jointly direct or, if the consultation does not lead to agreement to them, either of them may direct the work to cease.

Task 5

Email To: All Staff (all names would be saved as a group of contacts) CC: [email protected] Subject: Budgets

With effect from the date of this memorandum, where required by conditions of awards, Finance Branch will issue financial statements and certifications of expenditure in acquittance of awards, quoting figures recorded in the ledgers. It is essential that budgetary units now assume full responsibility for the management of funds under their control. This will ensure the maximum benefits are obtained from funds available, and the funds are not lost through failure to meet chronological deadlines or other grant conditions.


Proofreading

All documents need to achieve their purpose, so they should be legible, understandable, free of errors and contain accurate and complete information. You need to check you work in the following areas:

Spelling

Spelling in context

Grammar

Punctuation

Accuracy

Layout/format

Completeness

Spelling: Even though computers have spell-checks, they won’t pick up all spelling errors. Get into the habit of checking your own spelling. Keep a dictionary handy and make sure you use the Australian spelling version as most computers use the American spelling version. Spelling in context errors (through, threw) are common and not always self-corrected. Double-check everything!

Grammar: Most of us are unaware of our own grammatical errors, so take extra effort in this area. ‘I seen him yesterday’ may sound OK to you, but gives a poor impression to the reader.

Punctuation: There are too many to go through individually but some common areas include: commas, colons, semi-colons and apostrophes. If you feel you need some extra work in this area after completing the relevant activity, please ask your teacher. It’s better to get it right and show your professionalism, than to ignore and hope it gets better!

Accuracy: Are all the details correct? Did you double-check the names, addresses, numbers etc? Errors in this area can be embarrassing and costly! Layout/format: Get to know the way your organisation prefers to set things out. Make sure you have everything in its place; the sentences are short and the paragraphs logical. Completeness: Does the document have all the necessary details? Is it clear who does what next? Put yourself in the reader’s position and imagine what you need to know. Instructions to students for Tasks 6 – 10:

Using a red pen, proofread the documents marking all errors in spelling, grammar and punctuation. Consider the correct layout and anywhere you feel the expression or language can be improved.

Retype the documents with the corrections, edits, any additions or changes.

Ensure you use a footer with your name and date.

Staple the edited document to the retyped document.

Submit both the marked original and the edited/typed copy to your teacher.


TASK 6

PROOFREADING: INFORMATION SHEET

Tourist Guides Australia McLellan Close BRUCE ACT 2617

E-mail: [email protected] Telephone: (02) 6299 5488

Internet: http://tga.steve.act.com.au Facsimile: (02) 6299 7854

What do travel consultants do. Travel consultants provide an information

advice and booking service for people wanting to travel. They also

promote special tours and programms, to encourage people to use there

services there are many differenct types of travlel such as: holidays,

business trips, school excersions and tours of special interest.

Sometimes consultants themselves travel to overseas destinations such

as the united states of America and hong kong at the expence of the

airlines. How exciting.

Before tickets are actually purchased, many travel

agents gather a lot of information from travel consultants to ensure that

they end up with the best itinerary and accommodation they can get for

their money. Consequently, a good deal of travel consultant’s work

consists of informing the public. The kind of

Information required includes advice on fiars, climate, local

tourist attractions and the various methods of transport available.

Consultents also have other duties they assist clients with

further advise on passports, visas, baggage allowance, lost baggage,

and road rules and procedures for lost and stolen documents. As well,

a lot of clerical and secretary work is done by consultants because as

well as making bookings, they must keep records.

mailto:[email protected]

http://tga.steve.act.com.au/


TASK 7

PROOFREADING: EMAIL

TO: All staff CC: SUBJECT: QUESTIONAIRE - INDUSTRIAL VISITS

Our company is currently conducting a survey on the value of industrial

Visits. The investigation willl give you the opportunity to give us your

views on these visits. We we would like comments about the

educational, administrative, technical and social benefits.

It is most important for the success of the study that a good response is

obtained from our employees, and I would be very greatful if you would

insure that I receive your completed questionnaire no later than 1

October, 20XX.

Please compete the attached questionnaire and return to me. If you

would like more information, contact me for more information.

Best regrds

Chris Schlegel


TASK 8

PROOFREADING: LETTER

10 August 20XX Ms J Jilks 21 New Street Midvale NSW 2999 Dear Mrs Jilks

Thank you for your letter of 8 february requesting details of the asian jet

cruise we inclosed a brochure giving full details of the tour

As the response to our advertisement has been grate we have only

limited vacancys and expect these to exist for only a few more weeks

To secure a booking please pay a deposit of $100 asap. The remainder

of the fair must be payed within one month.

If you have futher question please call our office any weekday between

8.30 am and 5.30pm and one of our consultants will be happy to assist

you.

Your Sincerely Louise Dalton Travel Consultant ld:ms enc


TASK 9

PROOFREADING: ADVERTISEMENT

***QUEENSLAND IS CALLING YOU***

SUNLOVERS ISLAND

JUNOIR RECEPTIONIST

An opening will shortly become avialible for a junior receptonist in our

newley refurbished resort in the Whitsundays’.

Responsibilities will include operation of switchboard, taking

accommodation bookings and confirmations, arranging tour and genral

office duties,including with a proffered speed of 35-50 wpm. The School

certificate or its equivalent is required. Knowledge of Microsoft Word and

Acess is proferred; all training necessary provided. The successful

applicant should exhibit a bright personality and abilty ot work well with

others.

This position offers opportunity for advancement and comes with

attractive benefits including travel allowances. High starting salary.

To arrange an interview, please contact Maree on 4655-6890


TASK 10

PROOFREADING: FAX

Facsimile

Tourist Guides Australia McLellan Close BRUCE ACT 2617

E-mail: [email protected] Telephone: (02) 6299 5488

Internet: http://tga.steve.act.com.au Facsimile: (02) 6299 7854

To: john brown From: Allison Whitton

Company: Dept:

Fax: 4229 6055 Date: 16 May 20XX

Re: order No of pages: 1

_________________________________________________________

Please send us not latter then 30 November 20XX the following goods from your

summer catalogue;

No 268 4 pakets artline 200 fine 0.4 pens @ $5 each $20.00

No 392 30 reams Nowra Wove copy paper @ $6 each $180.00

No 399 2 hansell stapelers @ $7.50 each $15.00

Total $215.00

The cost plus your handeling charges should be credited to our account no

539821

Allison




Emails

To get a grasp of what email is it's best to think of it is equivalent of "traditional" postal mail.

Emails are generally less formal than letters, in the business world you cannot afford to let your language appear to be informal. Email may be faster and more efficient, but your recipient will not easily forgive correspondence that is too casual.

The email message - instead of using a pen to write a letter on paper, you're using your keyboard to type an email message in an email program on your computer.

Emails should use polite language with full sentences and paragraphs.

Convenience - if a desktop computer, laptop or mobile phone is around, you can type your email message wherever you want, save it for later use and send it at any time without having to worry about envelopes, stamps and tariffs.

Structure of emails o Begin with a greeting - such as “Dear Samantha”, “Dear Mrs Brown” (depending

on formality of relationship), and “Hi John” (if the relationship is more casual).

o Thank the recipient – if you are replying to a client’s inquiry eg: “Thank you for contacting Tourist Guides Australia”.

o State the purpose – if initiating email communication it may be impossible to include a line of thanks, instead, begin by stating your purpose eg: “I am writing to enquire about” or “I am writing in reference to”. It is important to make your purpose clear early on in the email, and then move into the main text of your email. Remember to pay attention to grammar, spelling and punctuation, and to avoid run-on sentences by keeping sentences short and clear.

o Closing remarks – before ending your email it is polite to thank your reader one more time as well and add some courteous remarks eg: “Thanks for your patience and cooperation” or “Thank you for your consideration” and then follow up with “If you have any questions or concerns, don’t hesitate to let me know” and “I look forward to hearing from you.”

o End of closing – the last step is to include an appropriate closing with your name eg: “Best regards”, “Sincerely”, and “Thank you”, are all professional. Avoid closings such as “Best wishes” or “Cheers” as these are best used in casual, personal emails.

Finally before you hit the SEND button, review and spell check your email one more time to make sure it’s truly perfect.

Sending the email - when the email is finished and has been addressed to the recipient's email address, you press the Send button in the email program. The email typically arrives within seconds or minutes – anywhere in the world.

Activity

http://email.about.com/od/emailclients/


Examine the sample email provided.

ANYWHERE TAFE

Communication Class

Email

To: [email protected]

CC: enter if required

Subject: How to write an email

Emails are very useful and widely used in many organisations.

Emails are generally less formal than letters, in the business world you cannot afford to let your language appear to be informal. Email may be faster and more efficient, but your recipient will not easily forgive correspondence that is too casual.

You are now ready to practice writing your own Email. If you have any further questions, please ask your teacher.


Letters

Letters are external documents that leave the organisation. As such, they present an ‘image’ of the organisation to the outside world. A letter can be used to make an enquiry, to update a client, to provide information to another organisation, to provide feedback, to thank for an enquiry, to apologise to a client etc. It’s important that letters follow the accepted workplace standard and are well written, contain all the required information and present the organisation in a positive, professional manner. Most organisations have a company letterhead. This can be stored on computer as a template, or be on pre-printed stationery that goes into the printer. Modern letters follow the following format (ie style or layout):

Letterhead at top, centred. This identifies the organisation where the letter is coming from (the sender).

Full block style

Open punctuation

Paragraph 1: Main point

Paragraph 2 Details

Paragraph 3 Required action and polite close.

Language is polite and professional, yet clear and easy to understand. Word provides several letter templates, however they are structured for American use and as such, do not conform to Australian standards. It is advised that you prepare your own letters in Word. Activity Examine the sample letter provided.


128 Dawkins Drive

DARLINGTON DOWNS NSW 2181

Tel: (02) 9322 2688 Fax: (02) 9322 2699 Email: [email protected] Website: www.themasterteam.com.au Ref: BP212/011204/jbmf 1 December 20XX Jane Davidson The Human Resources Manager Brown & Partners 82 Smith Road DOWNWIND QLD 7073 Dear Mrs Davidson RE: MS LORRAINE SALVAS In reply to your recent enquiries regarding the employment history of Ms Salvas, I am pleased to report that Ms Salvas has been employed as Marketing Assistant by this company from 15 April 2000 to date. I enclose a copy of her statement of duties and will forward to you other commendations she has received from management during her career with our company as soon as they are available. We will be very sorry to lose her services when she moves to Queensland. If you have any further enquiries, please do not hesitate to contact me on the above contact details. Yours faithfully Joe Blackwell Human Resources Manager jb.sb enc


http://www.themaster/


Faxes

Faxes (full word facsimile) are an efficient way to send information quickly and accurately. They use a telephone line to transmit an exact copy of a document.

Faxes can be internal documents (from one department to another) or external documents (from the organisation to a client or another organisation).

Some organisations have their own fax template with the company letterhead on computer that can be easily accessed, printed off, and then fed into the fax machine. Some printers are linked to faxes and the fax can be sent directly from the computer with a push of a button; no need to print off. A soft copy is saved for reference.

Faxes are essential in business when immediate written or graphic documentation is required or desired.

Faxes provide a verifiable hard copy for future reference

Faxes can act as a cover for additional documents that are sent

Faxes can send various forms of information on paper (maps, plans, graphics etc)

Internal faxes can be written exactly as you would a memo, except instead of a memo header, there is a fax header.

External faxes can be written exactly as a letter, except instead of a letterhead, there is a fax head.

Fax templates are provided in Word. It’s important all the necessary details are provided at the top.

Activity Check out the fax templates in Word. Examine the sample fax provided.


Argyle Central Supply Company

288 Keira Street

WOLLONGONG NSW 2500

Tel: 42945563 Fax: 4294 9878

Facsimile transmittal sheet

To: From:

Leanne Sheppard

Area Sales Manager David Hall

Manager

Company: Cate:

APD Products 1 July 20XX

Fax number: Total no. of pages including cover:

4296 5561 1

Phone number: Sender’s reference number:

4296 5550 AXY204

Re: Your reference number:

Product Range N/A

URGENT FOR REVIEW PLEASE COMMENT PLEASE REPLY

Thank you for your interest in providing Argyle Central Supply Company with additional products to expand our supply range.

Following discussions with other staff, we have decided that our current range is satisfactory for our client needs.

We will contact you should we consider expanding our range.

David


Identifying the Audience

There are three critical reasons for knowing who the audience of your document is: 1 If you want people to cooperate, you’d better get the relationship right 2 If you want people to understand you, you’d better use words they’re familiar with 3 If you want people to act on what you say, you’d better make it worth their while So you need to know: 1 the nature of the relationship between you and your reader 2 the level of your reader’s knowledge about what you’re talking about 3 what’s in it for the reader

Task 11 Complete the Table below:

Goals Actions for the reader Relationship, knowledge and benefit

Ask for a copy of their latest price list The sender will send me a copy of the firm’s latest price list by return mail

Relationship: Supplier Knowledge: Will know price& availability of their own product Benefit: My continued business

To explain my firm’s policy on refunds & exchanges

The reader will conform with my firm’s policy when they seek refunds or exchanges

To persuade potential customers outlining benefits of subscribing to a new magazine your firm is publishing

The reader will subscribe to the magazine

To apologise for a mistake your firm made in supplying goods to an important customer

The reader will continue to buy goods from my company

To complain about the constant late delivery of goods from a major supplier

The supplier will get future orders to me in good time

To warn an employee about poor performance

The employee will improve their performance in ways identified

To thank a customer for their loyalty to the firm over the past ten years

The customer feels valued and continues to buy from me


Defining the Purpose of a Document

All workplace documents have a purpose or aim; things the writer seeks to achieve. Your purpose in writing should be expressed as:

Things I am trying to achieve in writing this document include …

and

After reading this document, the recipient will …

Task 12 Complete the Table below:

Document Things I am trying to achieve …

After reading the document the reader will …

Fax to a supplier

Ask for a copy of their latest price list

Send us a copy of their latest price list asap

Letter to a customer

To explain your firm’s policy on refunds and exchanges

Flyer to all existing customers

To persuade potential customers outlining benefits of subscribing to a new magazine your firm is publishing


To apologise for a mistake your firm made in supplying goods to an important customer

Fax to a supplier

To complain about the constant late delivery of goods from a major supplier

Email to an employee

To warn an employee about poor performance


To thank a customer for their loyalty to the firm over the past ten years

Letter to all existing customers

To announce your firm’s latest round of price increases

Invitation to existing customers

To invite existing customers to a free information seminar on financial planning


Format of a Document

In the workplace, the format of a document is often determined by your supervisor or by referring to established procedures or protocol. If you have not been directed to format the document in a particular way, consider whether the document is an internal or external one; whether the document is formal or informal, and the best way to present the document.

Task 13 Complete the table below indicating the format of workplace document you would choose to convey the message and why you chose that format:

Message Format

To explain to customers your firm’s policy on

refunds and exchanges

Letter because it’s an external document

with important info

To warn an employee about lateness Email because it’s internal and informal

To invite existing customers to a free

information seminar on financial planning

Invitation/Flyer because it looks

appealing and can give info

To complain to a supplier about the constant

late delivery of goods from a major supplier

To persuade potential customers of benefits of

subscribing to a new magazine your firm is

publishing

To inform all staff of an upcoming meeting

To ask a supplier for a copy of their latest price list

To record the discussions & decisions of a

staff meeting

To apply for annual leave


Method of Communication

When writing workplace documents it is advisable to consider the most appropriate language and tone the document should have. This will ensure the reader receives the message as you intended it.

Most external workplace documents such as letters, reports and faxes should use a polite, friendly but professional tone. Most internal workplace documents such as memos and emails can use a more casual, less formal tone.

Some documents are straight to the point and are written in short, sharp sentences (newspaper articles and memos), while others use more descriptive, detailed writing (formal reports). Some documents need to build up to the message (rejection of an application), while others need to deal with fact immediately (medical doctor’s referral).

Task14 Complete the table below with alternative casual/formal language

Casual Tone Formal tone

Thanks a lot Thank you

Great

Love to

In regards to …

Please contact me on …

Hope to see you soon

We appreciate …

Dear Bob

Huge range of …

I look forward to …

Yours faithfully

Please find enclosed

We found out …

Please send …

Please be advised …

Please make sure …

Best

Just come and see me …

Dear (as in prices)

Cheap

I can’t come …

So …


Means of Communication After determining the most appropriate format of the document to be written, the means by which the document is to be created is to be considered. You must determine which software package (or application) should be used. The format of the application will often determine the appropriate application. The most common types of software are below: Word Processing Software Text and basic graphics are applied. Microsoft Word also has desktop publishing and calculation possibilities. The most common documents created in a word processing program include:

letters and general correspondence

minutes of meetings, reports, travel documents

forms, flyers, advertisements

reports, brochures, manuals Email Software Allow you to send/receive messages across the internet. Emails are an efficient, cost effective method of communicating informally within and external to an organisation. Spreadsheet Software Spreadsheets are largely used by businesses for:

financial accounts

forecasting and projecting results

recording and comparing sales or other data

personnel details Database Software Used to manage, sort and manipulate data; Database uses include:

keeping records of club members

client or staff records for companies

stock control;

reference, eg libraries Desktop Publishing Used to produce visually impressive documents such as:

magazines

flyers, advertisements, brochures

newsletters

invitations Presentation Software These enable you to create a slide show with graphics and sound enhancements. Programs such as Microsoft PowerPoint are used to promote a product to an audience, provide information at a meeting, and deliver a presentation to a community group. Slides, presenter’s notes, audience handouts and overhead transparencies can be created using a presentation program.


Sample ‘Document Plan’ for a Reply to a Complaint Letter

Background: You received a complaint from Leanne Sheppard, of Rapid Office Solutions regarding a complaint about out-of-date information that was provided to her by one of your travel consultants. Following your telephone call to her, you decide to write a letter of apology and prepare the following ‘Document Plan’:

Audience

(To whom addressed and who else may read the document)

Leanne Sheppard, Manager, Rapid Office Solutions

Other staff at Rapid Office Solutions

Purpose (What you are trying to achieve with this

document)

Acknowledge client’s complaint

Apologise to client for any inconvenience experienced

Offer compensation to client for inconvenience/loss

Maintain goodwill

Build a positive relationship with client

Format (Type of document and why)

The appropriate document format would be a business letter. A letter is addressed directly to the manager and is personal yet professional. It’s important the client feel the situation was personally managed.

Method of Communication (language style used and why)

This letter is an external document and consequently should be written in a formal, business manner. It needs to sound sincere but still be professional. The salutation would be to ‘Ms Sheppard’ to show respect. It’s important that the letter convey the appropriate message of apology and willingness to compensate.

Content/information to be included

(display in point format)

Thank Leanne for bringing this complaint to our attention

Complaint is regarding out-of-date information provided to Leanne by one of the companies consultants

Apologise for any inconvenience experienced

Our company strives to always provide to provide the best service to all our clients and the reason for our great reputation

For the inconvenience caused offer a $100 voucher which can be used on any future business travel with our company.

Means of Communication (What software programs will be used to

produce the document)

The letter would be produced in Word, using any template organisational letterheads etc. Access to client database may be required to obtain client details. Soft and hard copy saved to appropriate folders.


For Portfolios 1-5 you must provide a ‘Document Plan’ whereby you identify:

Audience [Who is the document intended for? Who else may read the document?] (see notes on Planning a Document for more details)

Purpose or aim of the document [What is the document trying to say?] (see notes on Planning a Document for more details)

Format of the document [Letter? Pamphlet? Memo?] (see notes on Planning a Document for more details)

Method of Communication to be used [What style of language is to be used; Formal? Informal? Short and to the point? ] and why that particular method is chosen. (see notes on Planning a Document for more details)

Means of Communication [How are you going to prepare the document; Word? Excel? Power Point? etc] and why you chose this means.

(see notes on Planning a Document for more details)

Note: Ask your facilitator for the location of the Document Plan template.

For Portfolios 1-5 you must then prepare a ‘Draft Document’ whereby you:

Prepare a ‘first attempt’ of the document on computer

Print the draft document and ‘self-review’. Make any changes, additions, edits, comments on the draft document in red pen. Keep a copy of this draft document with all marking/edits in red pen. This is an important step in the process that demonstrates your ability to review, self-edit and critique your documents.

For Portfolios 1-5 you must then prepare a ‘Final Copy’ whereby you:

Amend the draft document as per your review above

Print a final copy. Ensure you save appropriately.

Submit the document plan, draft document (with markings) and final copy to teacher


SCENARIO for Portfolios 1-5

You work as an administration assistant for Tourist Guides Australia. Stationery items (such as letterhead, and fax templates) for the following tasks are required to complete the portfolios: Ask your facilitator for the location of the stationery items. Your manager is Steve Astoria. Steve has asked you to complete five tasks for his signature using the following contact details for Tourist Guides Australia:

Tourist Guides Australia 16 McLellan Close

BRUCE ACT 2617 E-mail: [email protected] Telephone: (02) 6299 5488 Internet: http://tga.steve.act.com.au Facsimile: (02) 6299 7854

Portfolio 1 – Fax

It’s time that some ordering of stationery supplies was done for Tourist Guides Australia. Note below the various items that Steve has identified to be ordered:

Two boxes of fine black biros, No 5476

Three boxes of HB pencils

Twenty telephone message pads

Two packs of yellow Post-it-pads, in both sizes 200 plastic sleeves.

Also ask that the order be delivered to your company’s address and that the invoice be sent with the goods.

Student Instructions Create a fax ordering the goods listed above. You are ordering these items from Deluxe Stationery Suppliers, their fax no is (02) 9844 5555). Prepare a document plan (see page 23)

Prepare a draft of the document – use the Tourist Guides of Australia Fax

Submit your draft for marking

Prepare a final copy making any edits required after your draft has been checked

Save as Deluxe Order

Portfolio 2 - Letter

Miss Eleanor de Jong rang the office asking for information about how she could become a travel consultant. As she has not yet left school, advise her to stay at school and complete secondary schooling, in the meantime making enquiries at her local training colleges and TAFE institutes about courses she can undertake in Travel and Tourism. She will need to find out minimum requirements to get into these courses, how long they run for, the cost and possibilities of employment on completion. Tell her that Tourist Guides Australia would be happy to hear from her about work placement, (which she will probably




have to do as part of her course). Wish her luck from us. Put in anything else you think appropriate.

Student Instructions: Create a letter to Eleanor advising her of what she needs to do to become a Travel Consultant. Her address is: Ms Eleanor De Jong 24 Appletree Drive AINSLEE ACT 2602

Prepare a document plan (see page 23)

Prepare a draft of the letter (ready for Steve Astoria’s signature) – use the Tourist Guides Australia Letterhead



Save as De Jong Enquiry Reply

Portfolio 3 - Letter

Tourist Guides Australia recently undertook an advertising campaign last weekend in a local paper, the Queensland News Weekly, to promote their mid-winter excursions to sunny Queensland. When the advertisement appeared however, the address, telephone number, E-mail and Internet details had been omitted, making it extremely difficult for clients to contact the company. You’re quite sure this was an oversight on the paper’s part, but would like the advertisements to be re-run, (at no additional cost) this time including all details.

Student Instructions: Write a letter to The Manager, Queensland News Weekly, GPO Box 488, BRISBANE QLD 4001, explaining the problem with our advertisement in their paper.


Prepare a draft of the letter (ready for Steve Astoria’s signature) – use the Tourist Guides Australia Letterhead



Save as Qld News Complaint

Portfolio 4 - Invitation

You are a member of the staff social committee. You are planning an end-of-year work function, to be held at Dunes Restaurant, Wollongong, 88 Marine Drive, Wollongong. Make this invitation attractive, insert appropriate ClipArt etc. The details of the function are: Function date: First Saturday in December commencing at 7.30 pm Ask everyone to RSVP to you (type your full name) two weeks before the event Staff can bring a partner if they wish Food type: Buffet Cost: $45 per head (can be paid on the night) Drinks: at own cost


Dress: Smart/Casual


Student Instructions: Create the invitation to all staff at Tourist Guides Australia, using either WORD or PUBLISHER (the invitation can be in the format of a flyer, card or pamphlet).


Prepare a draft of the invitation



Save as End of Year Function 20xx

Portfolio 5 – Email

Steve has asked you to send an email to all staff informing them of the next staff meeting. It will be held in the conference room, next Tuesday at 10:30 am. Steve wants all staff to come along with ideas about the new Travel Fair that is to be held next month. There will be a guest speaker from Travel Australia providing information on the latest Australian travel trends so it’s important all staff be punctual.

Student Instructions: Create the email on behalf of Steve, to all staff, advising them of the next staff meeting.


Prepare a draft of the invitation – use the Tourist Guides Australia email



Save as Travel Fair email