SITXADM003 A Write Business Documents

Session 9

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Determine Document Requirements

Learning outcomesAt the end of the subject, you will be able to:Determine document requirements, conduct

researchPrepare documents and follow up documentsprepare and produce a range of business

documents expressing complex ideas and requiring varying and complex formats, e.g. formal reports.

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Reference Text bookDwyer Judith 2009, The Business

Communication Handbook, 8th edn, Prentice Hall, NSW.

Research – Chapter 12 Business documents – Chapter 14 to 18 Graphics – Chapter 20

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AssessmentsKBTProject Practical demonstrations

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How technology has changed the way we communicate…

Discuss:The pros and consDifferent ways of written Communication What are available for researching

information?

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Types of Business LettersDiscuss the variety of business letters

Purpose of business letters

Specialist assistancefacts and informationinstructionsformats and designslegal or financial advicefurther sources of information and specialist advice.

READ Dwyer, J. 2009 Chapters 15,16,17,18,19

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Seven C’s of Business LetterClearConciseCorrectCourteousConversationalConvincingComplete

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Basic things to keep in mind:1. Business letters are different

It should be: Crisp and succinct To the point, specific and accurate First impression

When it’s less formal, MUST still adhered to conventional standard English (spelling and grammar)

Know your audience is critical. It helps to decide whether to be formal or less formal when writing.

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2. Pronouns Active versus Passive Voice• Personal pronouns is important in letters and

memos.• When use ‘we’ on company stationary, it

commits your company to what you have written. Be aware!

• Your statement or opinion – use ‘I’;• Company policy – use ‘we’

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Pronouns Active versus Passive Voice (cont)Try to avoid using passive voice if possible. It

often makes letters:

Examples:PASSIVE: It was discovered that the salary totals were

incorrect. [Who discovered it?]

ACTIVE: The Accounting Department …

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3. Focus and SpecificityClarity can be achieved with conciseness.

Don’t be too concise that your become blunt.

Terminology and concepts related to the field are encouraged. Use to show your specific knowledge and

experience.

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Focus and Specificity (cont)Make a short list and outline can facilitate

drafting a effective piece of writing.

Think of your purpose.List these requirements.Identify answers and objectives.

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Letter Writing Tips“If you can’t make your point in one page or less, you aren’t ready to write

the letter”

People do not like to read beyond the first page

E.g. Reagan

Detailed information can be relegated to attachments

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Layout of Business Letter7 Essential Parts: Optional Parts:

1) Write Name and Address Subject Line

2) Date Attention Line

3) Inside Address (intended reader)

Reference Initials

4) Greetings/Salutations Enclosure

5) Body of the letter File Number

6) Complimentary Close Senders Telephone Extension

7) Writer’s Signature and Title or Designation

Senders Email or www details

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Layout of Business Letter (cont)The Letter Head should be in BOLD,

includes:Company namePostal and email addressTelephone number and Fax

May include:Reference (our ref. or your ref.)Telephone extension

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Layout of Business Letter (cont)The Date:

Place between the letter head and the inside address.

2 lines above and below.Do not use numerals such as 20/11/05.

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Layout of Business Letter (cont)The Inside Address:

Intended reader’s address.Place 2 lines below the date.

Attention Line (IF Applicable):The specific person who is to attend to your

letter.Place 2 lines below the inside address.

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Layout of Business Letter (cont)Greeting/ Salutation:

Place 2 lines below the inside address (or attention line).

Use receiver’s name if you know, if not use dear sir or dear madam.

If you know the person well enough, use his/her first name, other wise use Mr, Miss, Mrs etc. …

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Layout of Business Letter (cont)Subject Line:

Place 1 line under the greeting.Identify the letters subject or purpose.No more than 10 words.

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Layout of Business Letter (cont)

Body of the letter:Place 2 line under your subject line.Always has 3 parts: Beginning, Middle and

End

Beginning: Has 2 purposes.Middle: Contains material appropriate to its

purpose and should prompt the reader to response.

End: Has 2 purposes.

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Layout of Business Letter (cont)Complimentary Close:

2 lines below the courteous close included in your ending.

Should match the form of address used in the greeting. E.g. ‘Dear Sir, close with ‘Yours faithfully’.

Traditional rule, use ‘Yours faithfully’ when you do not know the receiver’s name; use ‘Yours sincerely’ when you know their name.

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Layout of Business Letter (cont)Signature Block:

3 lines under the complimentary close.Includes the writer’s signature.May be appropriate to place the position or job

title underneath the signature and typewritten name.

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Types of LayoutFull Blocked Layout with Centred Letter

Head

Modified Block Layout

Punctuation StylesOpen styleMixed style

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Planning the business letter1. Decide on the purpose of the letter2. Decide on what you want to say3. Note down all the ideas in point form4. Order these ides in a sequence

appropriate to the style of the letter5. Write the first draft using plain English6. Read the letter to ensure you have

achieved your purpose7. Rewrite if necessary

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Ten common errors to avoid1. Obscure, very technical words2. Very long sentences and paragraphs3. Long section of text4. Casual, over-familiar tone5. A structure unsuited to the letter’s purpose6. Insincere expressions7. Negative sounding expressions8. Introducing new ideas in the closing

paragraphs9. A closing that does not state what is required10. An untidy format

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Using Plain EnglishAvoiding overused business letter

phrases

Business letter writing checklisthttp://www.utdallas.edu/career/students/preparation/doc

uments/LetterWritingChecklist.pdf for a CV cover letter checklist

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Learning activities In groups – Research a “Business Document” and ascertain HOW and

WHY that document would be used. E.g. reports newsletters submissions proposals project reviews web pages client databases tenders complex letters project briefs business and operational plans.

Write a letter on behalf of the ASTHM to a supplier to enquire quotes for kitchen equipment.

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Your Audience may include:

colleaguescustomersclientssuppliersgovernment or business personnellegal or professional bodiesgeneral public.

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