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$: THEORY NOTES - TAFE NSW Western Sydney Institute€¦ · detailed business letters ... Your information needs to be organised into parts eg main ... \_2009 Cert IV\WriteComplexDocs\WCD_Theory_Notes.doc$
THEORY NOTES

Write complex documents

TAFE NSW Unit number BSBWRT401A

F:\_2009 Cert IV\WriteComplexDocs\WCD_Theory_Notes.doc Page 2

Contents Contents ........................................................................................................................................................ 2 PLANNING THE DOCUMENT ......................................................................................................................... 3 DETERMINING THE PURPOSE ....................................................................................................................... 3 IDENTIFYING YOUR AUDIENCE ...................................................................................................................... 3 CHOOSING AN APPROPRIATE DOCUMENT FORMAT .................................................................................... 4 DRAFTING THE TEXT ...................................................................................................................................... 4

Organising relevant information to suit audience and purpose ............................................................... 4 PREPARING THE OUTLINE ............................................................................................................................. 5 STRUCTURE ................................................................................................................................................... 6

Evaluating a document’s structure ........................................................................................................... 6 REFERENCING ................................................................................................................................................ 6 CHOOSING APPROPRIATE GRAPHICS ............................................................................................................ 7 PREPARING THE FINAL TEXT ......................................................................................................................... 9

Writing ...................................................................................................................................................... 9 Proofreading ................................................................................................................................................. 9 Proofreading Guide ..................................................................................................................................... 11 STYLE ........................................................................................................................................................... 11 BASIC DESIGN ELEMENTS ............................................................................................................................ 12 LETTER CHECKLIST ....................................................................................................................................... 13

Content and structure ............................................................................................................................. 13 Style and tone ......................................................................................................................................... 13 Layout...................................................................................................................................................... 14 Mechanics ............................................................................................................................................... 14

Promotional Material .................................................................................................................................. 15 Instructions and Procedures ....................................................................................................................... 15 Simple Manual ............................................................................................................................................ 16 Web Text ..................................................................................................................................................... 16

Construct a home page design showing links to other documents/sites ............................................... 19 Fact Sheets .................................................................................................................................................. 21 Business Objectives ..................................................................................................................................... 21 Report ......................................................................................................................................................... 22

Summarising information ....................................................................................................................... 22 Reporting research findings .................................................................................................................... 23 Sections of a report ................................................................................................................................. 24 SAMPLE SHORT REPORT ......................................................................................................................... 25

Presentations .............................................................................................................................................. 26 WHAT IF YOUR SKILLS ARE NOT UP TO SCRATCH? ..................................................................................... 28 USEFUL REFERENCES AND TEXTS ................................................................................................................ 28

Texts ........................................................................................................................................................ 28 Electronic ................................................................................................................................................ 29


PLANNING THE DOCUMENT Even the paintings of the Old Masters started out with a few rough sketches or outlines. Producing a successful business document is no different. As a writer, you will need to put in some groundwork before you are in a position to produce your own masterpiece. You must first be quite clear about

why you are writing

who you are writing to

what is the most appropriate format

what means you will use (eg, software)

what information you need to include

how best to organise and present the information There are a number of different formats that can be used for planning: bulleted lists; flowcharts; vertical charts; concept maps; templates; and even post-it notes, which allow for easy re-organisation. Once your plan is in place, the road to a successful outcome is clear, and you may safely proceed to the next stage, using your plan as a map.

DETERMINING THE PURPOSE There are many possible purposes of business documents, but generally, it will be to do one of the following:

provide information; eg, position description, internet home page

respond to a complaint

recommend solutions to a query

provide analysis of a situation, including using statistical data

report on a research finding

provide information on procedural tasks

influence someone to change their behaviour; eg, make a purchase, settle an account

provide a quality control checklist

promote the organisation

write simple manuals Your purpose or reason/s for writing and the nature of your target audience will influence all of your following decisions regarding style, format, means, content and structure, as well as choice of tone.

IDENTIFYING YOUR AUDIENCE Once you are clear about what you want to say (your purpose) in your business document, you need to consider who you will be saying it to: who will be reading your document/s (your target audience), and what will you need to tell them if you are to succeed in your purpose. Sometimes your audience will be a very uniform group, such as senior management. Or, you may be communicating with people of different ages and/or at different levels of responsibility. Different types of readers for the one document will have different needs, and your challenge is to try to identify and


accommodate them all. This is also true of customers. Analysing your target in this way is known in the communication industry as “segmenting”. Consider what you know about them – position in company, status in society, job role, (MD, MP) age, background, occupation, education, experience, ethnicity, location and why it is that you are communicating with them; how much do they already know about the subject/topic; what are they likely to want to know, and what will influence or interest them in particular? In short, they’ll be looking for, “What’s in it for them?” Identifying your audience and addressing their needs will ensure that their response to your document won’t be, “Who cares?”

CHOOSING AN APPROPRIATE DOCUMENT FORMAT In this unit, you will look in detail at a variety of business documents and consider their suitability for different audiences and purposes. These documents include

detailed business letters

emails

instructions and procedures

manuals

publications, leaflets, brochures

reports

speeches and presentations

submissions tender documentation and public notices

website text If you are not familiar with each of these types of documents and their formats, you may need to do some personal research for revision purposes. The format and usefulness of various documents will be discussed throughout this learning guide, as well as defined in the glossary. There are samples of a number of documents and remember that Microsoft Office has a range of templates for business documents of all sorts and there are even more available online.

DRAFTING THE TEXT A draft is the first rough copy of your document. How many drafts you prepare depends on the importance of the document, your level of skill/familiarity with the subject and how much time you have available. At the draft stage, concentrate on the content and that the structure is logical and flows well. You may decide to move ideas around or that you need to include more information.

Organising relevant information to suit audience and purpose

Your choice of information sources will depend on both the purpose of the document and your intended audience. When you have all the information, go through it and decide which is the most useful. Record the source of the information at the time you access it, to save time going back to verify it later. It is the source of the information which gives it its value, and in turn, gives your document its credibility.


For example, if you are accessing information on the usefulness of a particular product, the manufacturer’s information would be given less weight than an independent source, because the manufacturer has something to gain by presenting the product in the best possible light. Go back over each point and ask yourself if the information:

would help achieve your purpose

give your reader(s) the information needed and whether

your conclusions follow the facts

your recommended course of action follows logically from the conclusion? If the answer is No, scrap it. Include only information which will be useful/of interest to your audience. Keep it concise, and if they want to know more, they can always follow up the additional information from your reference list. The information needs to be organised in a logical and consistent way, to your purpose and audience. There are a number of different methods of organisation, including:

Alphabetical

Numerical

Geographical

Chronological

Importance (descending order)

Logical/sequence (according to process)

Pros and cons

PREPARING THE OUTLINE An outline maps out the direction your information will take. You will need to structure your information into an outline to use as a guide to your main points. It will be the string that will bring relevant information together. Your information needs to be organised into parts eg main headings and sub-headings (main and secondary points). Once you have decided upon your headings and their order, allocate a number to them. Be consistent with the format when allocating main headings and sub-headings.

PURPOSE

HEADING

HEADING

HEADING

Sub-Heading

Sub-Heading

Sub-Heading

Points

Points

Points

For multiple headings, use the automatic outlining feature in the format menu. When your reader is already aware of some of the information, start from the known and introduce the new.


If introducing completely new information, begin with general information about the reasons for the new, and then give the specifics. You may not need to include a table of contents in shorter documents, but use your introduction to explain your organisation.

STRUCTURE There are three main types of report structures: IMRAD structure (Introduction, Methods, Results And Discussion) for scientific reports, Investigative project and Evidence based enquiry reports.

Evaluating a document’s structure

Will the structure appear logical to readers, and will they be able to find their way around the document easily □ Is the information divided into suitably sized sections? (This is particularly important for onscreen documents) □

Are the topics that will most interest readers suitably emphasised, through the overall structure, focus within the text and layout? □

Have reading patterns, particularly the importance of context and focus, been taken into account? □

Is the content easy for readers to scan? □

Has the information been signposted effectively, through clear headings, bridging techniques and cross-referencing? □

Is there an effective balance between short and long sentences, and is the writing clear, succinct and focused? □

Do the design, layout and illustrations support the meaning? □

Source: Style Manual for authors, editors and printers (6th ed), J Wiley, 2002

REFERENCING You need to reference (or cite) any ideas or data that you use in your work that are not your own. Giving details of the source also validates the data. You should reference both within the text and at the end of your document. The reference (citation) list also demonstrates the extent of your research. There are a number of different systems appropriate to various fields of research. Reference when you 1. quote another person word for word (direct quotation) – whether a phrase, sentence or paragraph. 2. paraphrase or summarise ideas or data from another writer even if you have not used the exact

words or content. 3. use statistics (eg, population) 4. use tables, figures diagrams and appendices unless they are the result of your own research 5. use controversial facts, opinions, or a data in support of your case which might be open to

challenge. It is just as important to cite electronic sources as print materials, and both are covered by copyright law. You must be careful not to commit plagiarism, which is passing someone else’s work off as your own. Your TAFE library will have guides to referencing systems and staff are always happy to assist.


CHOOSING APPROPRIATE GRAPHICS Illustrations, photographs, charts, maps, tables, figures and graphs are a very succinct way of conveying information while at the same time, indicating its significance. They are also a means of adding interest to a text of presentation. They should not be overdone, however, or they could lose their impact. Graphics should document or clarify, but not duplicate, data given in text or other graphics. If it is necessary to include detailed statistics, figures, graphs; etc, place them at the end of the document in the appendices. A report on monthly sales according to branch and compared with the previous month or quarter, would be very difficult to express purely in writing. At the very least, a simple table can be a straightforward way of illustrating comparative figures:

Monthly New Business Figures

March April May June

$2 359 $1 999 $3 041 $2 807

It is quite obvious from these figures that new business has been fluctuating during the quarter. What would help analysing the data is to know whether any prevailing effects (eg, seasonal demand, staff shortages) were affecting sales, and perhaps how these figures compared with the same periods last year. If you need to familiarise yourself with the various types of graphs and their uses, either consult your text or visit either of the following sites:

http://openlearn.open.ac.uk/mod/resource/view.php?id=289665

Comparative matrix: (also referred to as a rubric) a useful way of visually representing comparative

features using a table structure.

Personal loans

Institution Qualifying period Fixed Term Redraw facility Free Insurance

Bank √ √

Credit Union √ √ √ √

Building Society √ √

http://openlearn.open.ac.uk/mod/resource/view.php?id=289665


Line graphs: used to indicate trends or how two pieces of information are related. Usually indicates scale by timeline.

Pie charts: useful to indicate percentages with a circle divided into segments, each representing a proportion of some related information. The whole circle equals 100%

Bar charts: used for comparative purposes and consist of an axis and a series of labelled horizontal or

vertical bars each of which has a different value. The scale is indicated by numbers along the side. Double bars can be used to indicate comparisons.

Source: Using data and statistics at http:www.mathleague.com/data/data.htm#linegraphs


PREPARING THE FINAL TEXT

Writing

Writing moves through different stages;

Listing ideas (brainstorming) Writing rough notes First draft Proofreading Final copy (often needing approval)

Consider for a moment the following useful data in relation to comprehension and sentence length:

Sentence comprehension

Words in sentence % of people comprehending

6-8 100

15 90

20 75

25 61

30 47

Plain English is generally suitable for all audiences. Research has show that it can increase reader comprehension by 30-60% on average and often by as much as 90%.

Question Pointer

Is it clear? Chunk the information in short, easy to understand sections, clearly signposted with headings, dot points, or numbers.

Is it simple? Use short words and sentences and avoid long explanations. Get to the point.

Is it short? Don’t use unnecessary words and phrases - just give the facts and be sure they are correct.

Is it positive? Tell the reader what can be done, rather than what can’t.

Is it readable? Is the font a suitable size and style, with logically structured and clearly delineated points or paragraphs and good use of white space?

Proofreading There is no shortcut to a professional proofreading. Grammar check programs produce patchy results and can’t be relied upon entirely. They not only miss errors, but make mistakes themselves. Best practice is to read your text through or, better still, have someone else read it over for you. Be prepared to read it over several times if you are doing your own proofreading. In the end, it is much easier to check punctuation on one reading, spelling on another, etc. If you do not have a style sheet or guide to work from, then use one from one of the previously mentioned sources.


Read over your text slowly: a sentence at a time – read every word and read aloud. Use a ruler, and work line by line. Work backwards, sentence by sentence to check grammar. Circle every punctuation mark and ask yourself whether it is correct. Run a spell check (set to English spelling) by all means, but you will still have to check it for yourself, because the program is limited. At least it can help pick up your typographical errors. Grammar - check: Subject and verbs agree in number Sentences make complete sense Run on sentences Spelling - watch out for the usual suspects: It’s –v- its Practice –v- practise Effect –v- affect Principle –v- principal Stationery –v- stationary Their –v- there A lot –v- alot Organization –v- organisation Style – consistency is all – choose a suitable design and stick to it Point of view: I –v- we (not both) Passive –v- active voice Formal –v- informal Positive -v- negative Make the paragraph the unit of composition Keep sentences short Express coordinate ideas in similar form In summaries keep to one tense Place emphatic words at the end of sentences When in doubt, consult a reference: www.dictionary.com (online dictionary and thesaurus) Punctuation – Check Use open punctuation Check comma usage

http://www.dictionary.com/


Proofreading Guide

VERIFICATION OF COPY Check

against previous copy

all amendments inserted accurately

INTEGRITY CHECK Check document complete –

preliminary matter or entry.

body of document endmatter or exit sequence – appendices, list of shortened forms glossary, references or bibliography, index and feedback provisions.

links and metadata.

SPELLING AND PUNCTUATION ERRORS

If any apparent spelling typographical or punctuation errors are detected, query these with editor.

CONFORMITY WITH SPECIFICATIONS Check conformity with editing style sheet

SEQUENCES, CROSS-REFERENCES AND LINKS

Check

list of contents, illustrations and tables against text.

all sequences, including numbering of pages, headings, illustrations, tables and plates.

Proofread index.

Spot-check cross-references, electronic links and page display.

LAYOUT Check for -

page/screen breaks, word breaks at end of lines, pages.

“rivers of white space”.

placing of tables, illustrations, captions and labels.

QUERIES Mark up any queries for editor to review.

MARK-UP Mark up changes with conventional proofreading marks. Source: adapted from Style manual for authors, editors and printers (6

th ed), J W Wiley & Sons, p 261

STYLE It is important in business writing to adopt a friendly, but not overly informal tone. This is often referred to as the “you” attitude. There is always a number of different ways in which to say the same thing, but not all ways leave the same impression with the reader. Maintain a positive attitude, talking about what you can do for them, rather than what you can’t. Always be polite to your reader, and never refer to a customer’s ‘complaint’, but thank them for bring the matter to your attention, etc. Quite a good reference for style (including grammar and punctuation) can be found online at: www.economist.com/research/StyleGuide/

http://www.economist.com/research/StyleGuide/


While it has been around for a very long time and does tend to the conservative approach, Strunk and White’s The Elements of Style is still widely used and regarded. It’s a slim, comparative cheap volume but a previous version can be accessed online at: http://www.bartleby.com/141/

BASIC DESIGN ELEMENTS When you are writing or producing a business document today you can make use of an ever growing range of software packages; eg, Word, Excel, Pagemaker, PowerPoint and templates. If your document is to be placed online, it may be in the form of a webpage using HyperText Markup Language (HTML) or saved as a Portable Document File (pdf) on a site for readers to view or save. Interactivity can be incorporated as well as audio visual effects. The various style guides provide varying degrees of information about style – the choices made about how a document will be presented.

Decisions on layout and design will be influenced by:

the purpose of your document

the language features you choose

the complexity of the material

the make-up of your readers. Some of the features and effects that you can use to present information clearly and

attractively are:

headings

underlining

numbering

bullet points

different type sizes and fonts

italics and bold highlighting

upper and lower case

spacing

indenting

colour illustrations

http://www.bartleby.com/141/


LETTER CHECKLIST Although primarily a checklist for letter writing it is a useful tool for any writing.

Content and structure

1. Is the letter really necessary? Could the communication have been handled better and more cheaply by phone, fax, or e-mail? □

2. Have I included an appropriate subject line and reference line, if necessary? □

3. After reading the letter, will my reader be clear about my purpose in writing the letter? □

4. Will the reader know how to act on the letter? □

5. If this is a reply to an earlier letter, have I answered the reader’s questions fully, with no irrelevant material? □

6. Have I eliminated any unnecessary repetition? □

7. Are all my facts correct – costs, policy numbers, dates, model types, addresses, etc □

8. Have I included all necessary information such as names, addresses, telephone numbers, dates, quantities, locations, costs, references to previous orders or letters? □

9. Does the content of my letter follow a logical sequence? □

10. Have I grouped related ideas into sensible paragraphs? □

11. Does the last paragraph sum up the letter appropriately and give a clear indication of what the reader needs to do in reply? □

12. Are my sentences clearly and grammatically structured? □

13. Have I chosen an appropriate salutation and complimentary close? □

14. Have I included a copies line if I am sending copies of the letter to other people? □

15. Have I included an enclosure and/or attachment line if I am sending something with the letter? Is the enclosure enclosed and the attachment attached? □

Style and tone

16. Does the opening of the letter motivate and establish a positive relationship with my reader? □

17. Does the letter adopt the ‘you-attitude’? That is, can readers see the benefit to them? □ 18. Is the letter reader-friendly? That is, helpful, positive, clear, sincere, polite, and tactful? □ 19. Is the tone of the letter appropriate to its purpose and to the reader? □ 20. Have I personalised the letter for my specific reader? In other words, have I avoided

writing an overly routine letter? □ 21. Is the letter free of verbosity, archaic expressions, unnecessary jargon, clichés, and

colloquialisms? □ 22. Is the letter non-discriminatory in all respects? □


Layout

23. Does the letter look neat and professional? □ 24. Have I followed one-letter format (preferably full block) consistently? □ 25. Are the margins wide enough – at least 2.5 centimetres on all sides? □ 26. Is the letter centred on the page? □ 27. If the letter is more than one page, are there at least two lines of a paragraph on one

page? □ Mechanics

28. Did I spell every word, including the reader’s name, correctly? □ 29. Is the letter totally free of typographical errors (typos)? □ 30. Does the punctuation clarify the structure? □ 31. Do the reader’s name and the reader’s address on the envelope match the details in the

letter? □ 32. Have I signed and dated the letter correctly? □ 33. When writing letters for others, are the details of their name, status, role, and location

correct? □ 34. If the letter is confidential, is it marked as such? □ 35. Have I put a follow-up date on the letter for my purposes? □ 36. Have I kept a copy of the letter? □ 37. If the letter is not on letterhead, have I put my name and return 38. address on it? □ Source: Professional Communication Principles and Applications, Putnis and Petelin, Prentice Hall 1996

Resources for Writing in Plain English and Letter Writing. Plain English website - Elements of Plain English Setting out a business letter – the letter http://www.letters.net.au/business-letters/index.php http://www.101samplebusinessletters.com/ http://www.proactivehrm.com/JobSearch/Letter_Writing.html http://www.smallbusinessscope.com.au/how-to-write-a-business-letter/

http://www.plainenglish.com.au/

http://www.plainlanguagenetwork.org/kimble/elements.pdf

http://www.letters.net.au/business-letters/index.php

http://www.101samplebusinessletters.com/

http://www.proactivehrm.com/JobSearch/Letter_Writing.html

http://www.smallbusinessscope.com.au/how-to-write-a-business-letter/


Promotional Material Some points for writing promotion materials:

Use separate paragraph for each idea

Use headlines and subheadings

How easy is it to follow the message?

Does it hold your attention?

How many times would you have to reread it before you understood it clearly?

How many of the important points can you remember now?

Balance text and graphics

Try and be original – come up with a fresh, funky idea

Ensure that it paints a clear picture and contains the necessary information

Remember graphics and humour add appeal Random writing – guidelines

Do not worry about choice of words

Skip the rules

Do not worry about sequence

Do not try and work out specific details

Use diagrams, shapes or symbols

Do not worry about appearance

Keep it “for your eyes only”

Allow yourself freedom. Chapter 14, Writing in 4 easy stages, The Business of Communicating, 2nd edition, John Nutting, Gillian White

Instructions and Procedures Procedures are documented instructions, or rules, about how certain things should be done in a particular workplace, following a series of sequenced steps. They may include rules for experiments, operation manuals or relate to human behaviour through policies and procedures. In some cases, the procedures are required by law, such as occupational health and safety procedures. There may be generic grievance or disciplinary procedures in place in an organisation, or an administrative/clerical procedure may be documented for efficiency or accountability, such as processing of petty cash or expenses.

Some organisations handling personal information have procedures in place to ensure privacy, such as the handling of Tax File Numbers. There are procedures in the credit industry to help prevent ID theft.


A procedural text should be laid out in an easy to follow manner, and generally consists of the following:

a statement of what is to be achieved

a list of materials, tools, resources needed to achieve the goal (in order)

a series of sequenced instructions (which may be numbered) It is usually

written in the simple present tense or imperative (do this, do that)

chronological

focused on generalised human agents, rather than individuals

comprised mainly of ‘doing’ and action clauses.

includes time indicators (first, then, next…)

gives detailed information on: how, where, when

includes factual description as to shape, size, colour, amount

Modality may be used to indicate the extent of obligation in regard to any action; eg, you should, must, etc.) as well as any necessary diagrams.

Simple Manual A manual is a handbook, usually of instructions. Technical manuals help with software and using different types of office equipment. Many equipment manuals come in electronic or soft copies, as .pdf files, CDs or online. This saves the supplier the cost of producing a hard copy. Open the templates in your wordprocessing program and select the “publications” tab, then click on the template for a manual. There are ten pages of instructions on how to produce a manual, use or modify the template. In addition to the information contained within the manual template itself, a content and checklist for a manual can be found on p 95 of Better Business Writing.

Web Text When you are writing or preparing web text, you need to take into account the onscreen behaviour of your reader. Reading online is 25% slower than reading hard copy, with most readers only scanning a webpage. For these reasons, that it is generally recommended that the word count of web content be no more 50% of its paper equivalent. Colour text or backgrounds can be used for highlighting, but remember to retain blue for use with your hyperlinks. Incorporating screencaptures can help a user to understand how a product works. Experiment with different fonts to test onscreen readability. Arial is easy to read but a bit bland, while Georgia has been specially created for online use. Times New Roman is definitely only suitable for paper based reading.


Limit the use of graphics (particularly full page graphics). Users can find the time taken to download frustrating. When using flowcharts and process diagrams, make sure you include unique captions to identify them. Cut down on information overload, by splitting your document into multiple hyperlinked pages. Remember that users can enter a site at any page, so each page needs to be independent and its topic made clear without the assumption that a reader has seen the previous page. It will help users if you write factually in the “news you can use” style, presenting your information in the top down (or inverted pyramid) style. Readers expect a degree of informality, but limit your use of metaphors so as not to be taken literally. Use simple sentence structures and remember anyone in the wide world could be accessing your web page, so consider international users. Make keywords stand out with highlighting. You can use about three times the amount that you would in print, but only highlight key information-carrying words, and not whole sentences or long phrases. Bulleted and numbered lists help to slow down the scanning eye and so can be useful to draw attention to important points. Ideally they should consist of no more than 7 items, so as not to swamp the reader. A few links to other sites often adds to credibility. Navigability is another consideration for the user – whether it is easy to find your way around the site with clear signposts. The impact of an attractive (and perhaps expensive) web page will be lost if the site is not maintained with up-to-date information. It is a definite customer turn-off if there are dead links (“link rot”), or inactive email addresses provided for contact. A Web Style Guide can be found at: http://www.webstyleguide.com/

http://www.webstyleguide.com/


Tips for writing text for the web

STRUCTURE An inverted pyramid. Get to the point in the first paragraph.

BREVITY Use no unnecessary words. Say it aloud then write it, and don’t repeat yourself.

TALK TO YOUR READER “You” is the most powerful word on the web. Active verbs help maintain interest.

SENTENCES Short (8-20 words) and straight-forward to retain the reader.

PARAGRAPHS Short (3-10 sentences) are easier to read - one idea per paragraph.

HEADINGS Headings (4-8 words) at the top of a page should make it clear what the page contains. Text under a heading should not repeat the heading information.

SUBHEADINGS For text over 300 words, use sub-headings to help the reader scan.

FONTS Georgia was designed for screen.

BOLDFACE Adds emphasis but combined with subheadings leads to visual noise. Combining links and boldface in the same paragraph can be unsightly.

LISTS Numbered, bulleted or indented lists (up to 7 items) help the reader to make sense of the text.

LINKS Be sure the reader is clear what they are linking to. A long phrase (5 words or more) is hard to read if underlined or in a highlight colour. Links that are not underlined do not appear in a different colour and are almost impossible to see.

RELATED SITES When the link takes the user to another place on the same page, or opens a media player, give the reader a cue.

Source: adapted from Writing for the Web, Best Tips http://www.macloo.com/webwriting

http://www.macloo.com/webwriting


Construct a home page design showing links to other documents/sites

A web site is a collection of related web pages. The web page you are reading is part of a much larger web site, and is linked to other pages within this site, as well as pages at other sites. The home page is the welcome page to a web site. Designing and constructing a web site is not simply a matter of sitting down at the computer and typing away. Some basic design principles are needed to create an effective and informative web site. Careful planning can make a web site attractive, easy to navigate, and easy to maintain and update. Before starting your web site design, consider the following questions;

Why are you creating the web site? What is its purpose?

Who is your likely audience? What will they want to know? The answers to these questions will help determine the content of your web site. One way to plan the layout and content of a web site is a storyboard. A storyboard is a simple plan showing each web page, its content, and how the pages are related to one another. A storyboard should include;

the contents of the home page

the topics to go on each page

the primary forms of navigation (links) between pages

any alternative forms of navigation

an indication of the style of the pages Which topics will go on each page? Usually, the rule is to have one topic per page. However, this may depend on the length of each topic - you may choose to have several smaller related topics on the one page, or for very long topics, you may wish to break them up over several pages. What are the primary forms of navigation between pages? Navigation between pages is achieved with hyperlinks. Hyperlinks can be based on text, but many sites also use buttons or images along the bottom, top or side of a page. These links may allow you to navigate back or forward or jump to the home page. What alternative forms of navigation are you going to provide? Many larger sites include a table of contents, an index, or a search facility to allow user to quickly locate information. What will you put on your home page? Remember, the home page is usually the first point of entry for people visiting your web site. It may include;

a summary of your site

a table of contents/links to other pages within the site

a graphic to catch the eye and draw people to your site


Checklist of good design Here are some of the features common to well designed web sites. Make sure to visit each of the sites given in the examples. You'll need to keep these in mind as you plan and compose your own web site.

Section Features

Site content

Useful web sites must provide useful information. You must decide the key information you want to convey to the world. Your content must be clearly written and organised and checked for accuracy. Always check spelling and grammar.

Page aesthetics

Give the site a consistent overall look and feel using graphics and typefaces. Maintain consistency throughout your pages. Good example: www.abc.net.au/children/ Bad example: www.webpagesthatsuck.com

Organisation and navigation

Keep it simple Organise your content in a logical manner Spread content over a number of pages Don't overwhelm users with lots of buttons Start with a front page to direct readers to different parts of your content, then have a number of secondary pages which contain the details of your site Find sites on the web that are similar to your idea, and look at how they're organised Bad example: www.users.nac.net

Visuals

Keep your graphics and photographs simple; lots of graphics can easily clutter up a page. You don't have to use graphics to create a visually pleasing web site. HTML can be used to create: typefaces (text) of different shapes, sizes, and colours tables for laying out information in a grid or column bulleted lists Good examples: www.rottnest.wa.gov.au/ www.goldeneggs.com.au/ www.marks-and-spencer.com/ Bad example: www.users.nac.net

http://www.abc.net.au/children/

http://www.webpagesthatsuck.com/suckframe.htm

http://www.users.nac.net/falken/annoying

http://www.rottnest.wa.gov.au/

http://www.goldeneggs.com.au/

http://www.marks-and-spencer.com/

http://www.users.nac.net/falken/annoying/backgrounds.html


Fact Sheets These vary, but could easily be documents that contact facts about a particular product, could be a press release. Some tips for writing a fact sheet http://www.cthealthpolicy.org/toolbox/tools/fact_sheets.htm Examples of fact sheets on the web http://www.prleads.com/fact-sheet.htm http://www.bbc.co.uk/skillswise/words/writing/planningyourwriting/factsheet.shtml

Business Objectives A Business objective is a statement about what a business wants to achieve, and generally consists of three elements:

an observable, measurable goal;

the conditions under which that goal should be achieved; and

the level of performance required. Business objectives can serve several purposes, but generally act to remind staff of their aims, and help the company focus its efforts in the desired direction. They serve to highlight the achievements and broad progress to be realised over the next 3-4 years, and may relate to shareholders, management (if not shareholders and the business itself. They usually consist of no more than 150 words. They should relate to the expectations and needs of all the major stakeholders, including employees, and reflect the underlying reasons for running the business. They may cover growth, technology, offerings and markets. Objectives can also be introduced at a section level. It’s a popular belief in business that, without clearly defined objectives, you won’t know where to direct your efforts. An example of a business objective might be: To reduce the cost of casual clerical assistance by 20% by 31 December with the office staff’s use of the electronic letter folding machine. In the above business objective The goal is reduce the cost of casual clerical assistance The conditions are by 31 Dec The level of performance is use of the electronic letter folding machine. A business objective such as: achieve AS0 9000 certification by December this year -though less detailed, is still effective, because the achievement of the goal relates to compliance with the relevant industry regulation, the condition is the timeframe (by December this year), while the performance criterion is elaborated within the ASO 9000 Standard.

http://www.cthealthpolicy.org/toolbox/tools/fact_sheets.htm

http://www.prleads.com/fact-sheet.htm

http://www.bbc.co.uk/skillswise/words/writing/planningyourwriting/factsheet.shtml


Report A report is an investigative account of an event or activity with a conclusion, options and recommendation/s, and so an instrument for informing, persuading and initiating change. There are many different types of reports, annual, project, progress reports, etc., and they are usually characterised as analytical or informational, depending on the purpose.

Type of Report Example Purposes

Short report Form report Utilises pre-printed forms to provide regular, on-going updates of information such as staff training, absenteeism etc.

Memorandum report

A more structured version of the internal memo, usually including introduction, body and conclusion.

Letter report A more formal version of the memorandum report - able to be used for external reporting.

Long Report Used to write a proposal, provide detailed information or address a problem.

Before starting to write your report, ask yourself why you are writing it, what you will need to include and exclude, and who will be reading it. Once you have decided what to include, depending on your topic and purpose, you will begin to gather the information needed, through various sources, such as

reading

files

interviews

surveys

experiments

observations

internet research

Australian Bureau of Statistics data When you have finished gathering the information, group it and assess it for relevance - some will be vital to your purpose, while other information will be of only secondary importance. How you classify the information and/or decide what to discard, will depend on how it will be used. When in doubt about whether to include something - look at it and ask yourself, “So what?” If you can’t answer that question easily, then the information is more than likely irrelevant to your report’s purpose.

Summarising information

Summarising is a skill needed in a variety of work-related tasks, whether it be preparing minutes, writing up research, introducing or concluding a report, or simply providing backgrounding for a situation.


Make sure you understand the original text’s overall meaning, and read between the lines for implications. Underline or highlight the main points, making a note of the most important facts. (Some people use mindmaps for this purpose.) When writing up the summary, link the main points using sentences or paragraphs and use headings if it will aid understanding. Don’t just copy chunks of the original. It is meant to be a shorter version, and while it does not need to include all supporting information, examples or opinion, correct grammar, punctuation and expression are still important.

Reporting research findings

There are generally considered to be three main types of research, and the purpose of your document will dictate the most appropriate type of research to achieve your purpose. Exploratory: Carried out in order to gain/provide an understanding of a topic. Typically carried out at the beginning of a project and may involve gathering statistics as well as conducting interviews with those who have had a similar experience, or with some expertise in the area. Descriptive: Typically involves describing a situation to enable a better understanding. The researcher might seek answers to the 5W and 1H questions: who, what, why, when, where and how. Through describing a problem, the solution often becomes evident, and may lead on to identifying who else has experienced the problem and how they addressed it. Causal: The aim of this research is to identify and define the cause of a problem or problems. Only when the causes of a problem have been clearly identified, and separated from the symptoms, is it possible to identify and consider possible solutions.


Sections of a report

Section Features

Preliminary pages Cover page

Company logo and title of paper/report (no page number)

Title page Title of report, authors, date of transmission, commissioner (no page number)

Covering letter or memo (optional)

Letter of transmission or memo to commissioner of report giving a brief summary of the purpose, contents, results (number page in roman numerals)

Summary/ synopsis

Reduce text to its essential points –summing up the study. Lists authors, aims, research. No more than one page long (number page in roman numerals)

Contents page Main sections of report listed, with headings and sub-headings for each section and page numbers (number page in roman numerals)

Figures, tables List figures and tables separately with number and full caption (number page in roman numerals)

Glossary (optional) List technical terms, abbreviations, acronyms (number page in roman numerals). Place at the end of the report if lengthy.

Body - Introduction

Describe purpose, scope, research method

Discussion

Present evidence on which conclusions have been based (use section and sub-section headings)

Conclusion Interpret information presented, its consequences, and link to report aim

Recommendations What you recommend in light of results, if applicable

Signature page (optional)

Signature/s of author/s. Can follow recommendations. (number pages in Arabic numbers)

End notes Appendices

Relevant material included for complementary consideration

Notes (optional) Correspondingly numbered comments on text

Bibliography/ references

List of sources and citations (according to convention)

Index (optional) Another source of locating information in long reports

Source: Researching, Writing and Presenting Reports, Kay Waters, Eastern House 2000


SAMPLE SHORT REPORT

Short Report Using Memo Format TO: T. Clerk, Manager Wollongong Medical Centre FROM: K. Low DATE: 24 November 200x SUBJECT: IMPROVEMENTS TO CUSTOMER SERVICE

INTRODUCTION As instructed I have completed an analysis of customer service surveys. This report recommends improvements in this area. RESEARCH/DISCUSSION/BODY Methodology (OPTIONAL) [e.g. all information gathered by public survey (full details in my report 31 October 2000)] Discussion Staff Training:

Staff training is needed to update knowledge of services available

cost - $260 per person Facilities

provision of play area for children including toys, small table and chairs,

crayons and paper

ramp outside side door for stroller and wheelchair access

seating and low bench for customers to use

Cost play area $700

boardwalk $3500

seating $1500

CONCLUSIONS The area is well used by the public, but the three areas mentioned need urgent attention if the Medical Centre is to continue providing customers with high quality service. RECOMMENDATIONS Training and extra staffing should be commenced immediately. Building work should start as soon as possible. Costing is based on current prices. Ken Source: Communication Skills for Business Services - Written Communication, a CD resource from Access Division, TAFE NSW.


Presentations Tips for preparing a business presentation There is just no substitute for good planning - “It takes more than three weeks to prepare a good impromptu speech.” [Mark Twain] Be clear about your purpose and who your audience is. Your purpose may be to

inform

persuade

entertain

or any combination of these. Think about what your audience already knows, or needs to know, and how best to inform them. Often a logical structure is the most effective. Keep it simple and avoid jargon and acronyms. Begin by gaining their attention in an appropriate way: a quotation, anecdote, humour. In a presentation, you

first tell the audience what you are going to tell them,

then tell them, and

finally tell them what you told them. These represent the introduction, body and conclusion. If the audience is to follow your presentation critically (and appreciatively), they must know where it is you are taking them. Relax, take a deep breath, maintain good posture and try to balance your weight on both feet. Concentrate on breathing deeply to help you relax. Treat nervousness as natural and a source of energy. The body of your talk will consist of a series of points, each beginning with a statement of fact, followed by supporting material. Memorise your talk. This enables you to move freely and maintain eye contact with your audience. Your visual aids can also serve as your cue cards. Practise and establish your timing. A good guide to the breakdown of your timing is: Introduction – 10-20% Body - 65-76% Conclusion - 10-20% Use visual aids to reinforce your message, graphs make excellent points about statistics. PowerPoint presentations are also a good aid, but don’t rely on them to carry your entire message. Provide a handout for participants. Summarise your main points in your conclusion. Signal that you are winding up, by using words such as “Finally,” “In conclusion …” Allow question time if appropriate, and thank people for their attention.


Visit the following site for a video on Effective Introductions: http://commhum.mccneb.edu/spe110/effective_intro_video.htm You can brush up your PowerPoint presentation skills on the Microsoft Education page: <http://www.microsoft.com/education/tutorials.mspx> Remember you can cross to a website during your presentation, if linked to the internet. Don’t just read it to your audience. PowerPoint allows inclusion of speaker’s notes, and, remember that conciseness is everything and overdoing effects will not impress, but distract. Tips for preparing pages for presentations

SHORT AND SIMPLE (“5 x 5 rule”) Timing?

Important information can be lost in the detail. Include only important and relevant keywords to help you stay on track (5 main points). If more detailed information is needed, back up with a detailed handout. No more than 5-7 lines of text (3 lines for opening slide) or 5-8 words per line – should be able to be read in 7 seconds. 1-2 slides per minute of talk time.

POSITION, POSITION, POSITION

Don’t crowd your slides. Frame your text with plenty of blank space – at least 5-15% around the outsides.

FONT AND SIZE NEVER USE ALL CAPS!

Make sure both font and size contribute to readability. Sans serif best - Arial is generally considered reader friendly - titles 42 points text 36+. Try ‘shadows’ to improve readability. Using too many different fonts actually negates emphasis. Never use more than three different fonts in a presentation.

BACKGROUND CHECK (Colour or image?)

Use/create Masters for consistency. In addition to the backgrounds available in your PowerPoint program, there many more at Microsoft Office online at http://office.microsoft.com/en-us/templates/default.aspx

COLOUR Text (foreground) and background colours should be complementary and easy on the eye. Some colours, like yellow can be difficult to read.

VIDEO AND SOUND These are extra effects available within PowerPoint to add interest to your presentation. Use them in a considered way to ensure that your use of effects does not overwhelm you viewer/reader and draw their focus away from the purpose of your presentation – the message.

Source: adapted from University of Capetown<http://www.lib.uct.ca.za/infolit/index.html>

http://commhum.mccneb.edu/spe110/effective_intro_video.htm

http://www.microsoft.com/education/tutorials.mspx

http://office.microsoft.com/en-us/templates/default.aspx

http://www.lib.uct.ca.za/infolit/index.html


WHAT IF YOUR SKILLS ARE NOT UP TO SCRATCH? We come to this unit of study with varying degrees of language competency. All documents produced are to demonstrate a sound knowledge of the use of the English language. If you find that you are lacking in some areas you will be required to upskill. There are plenty of sites available to help you do this – some may include: University website but outlines how to write http://www.lib.uts.edu.au/students/discover-your-library/referencing-and-writing/writing-style Plain English guide http://www.web.net/~plain/PlainTrain/IntroducingPlainLanguage.html Great site if you want to find meanings of words www.dictionary.com You need to sign up to this one, it is free, and it does have some good resources http://www.write-better-english.com/ People from culturally and linguistically diverse communities http://www.scopevic.org.au/Easy%20English%20writing%20style%20guide%20August%202005.pdf Basic Grammar rules http://ehlt.flinders.edu.au/humanities/exchange/style/grammar.pdf

USEFUL REFERENCES AND TEXTS

Texts

Cutts, Martin 2004, Oxford Guide to Plain English, Oxford University Press, Oxford. Emerson, Lisa (ed) 2005, Writing Guidelines for Business Students, Dunmore Press, Southbank, Vic Foster, Timothy R V 2004, Better Business Writing, Kogan Page, London. Snooks & Co (rev) 2002, Style manual for authors, editors and printers (6th ed), John Wiley & Sons. Strunk, W jnr & White, EB, 2000 (4th ed) The Elements of Style, Londman, Massachusetts. Waters, Kay 2000, Researching, Writing and Presenting Reports, Eastern House, Croydon, Vic.

http://www.lib.uts.edu.au/students/discover-your-library/referencing-and-writing/writing-style

http://www.web.net/~plain/PlainTrain/IntroducingPlainLanguage.html

http://www.dictionary.com/

http://www.write-better-english.com/

http://www.scopevic.org.au/Easy%20English%20writing%20style%20guide%20August%202005.pdf

http://ehlt.flinders.edu.au/humanities/exchange/style/grammar.pdf


Electronic

Business/Commerce http://www.printlocal.com/Marketing_Brochures.htm

Design http://www.digital-web.com/articles/principles_of_design/

English http://www.wsu.edu/~brians/errors/errors.html

Plain English (Canada)

http://www.plainenglish.co.uk/ http://www.plainenglish.com.au/ www.web.net/~plain/PlainTrain/

Joys of Punctuation http://www.engl.niu.edu/comskills/students/Joy.html

Referencing http://www.deakin.edu.au/library/tutorials/smartsearcher/referencing.html

Style Guides http://www.webstyleguide.com/

www.economist.com/research/StyleGuide/

Technology http://www.microsoft.com/education/tutorials.mspx

Writing http://www.bbc.co.uk/skillswise

http://www.printlocal.com/Marketing_Brochures.htm

http://www.digital-web.com/articles/principles_of_design/

http://www.wsu.edu/~brians/errors/errors.html

http://www.plainenglish.co.uk/

http://www.plainenglish.com.au/

http://www.web.net/~plain/PlainTrain/

http://www.engl.niu.edu/comskills/students/Joy.html

http://www.deakin.edu.au/library/tutorials/smartsearcher/referencing.html

http://www.webstyleguide.com/

http://www.economist.com/research/StyleGuide/

http://www.microsoft.com/education/tutorials.mspx

http://www.bbc.co.uk/skillswise

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