email in bc

8/14/2019 email in bc

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Business CommunicationBusiness Communication

Reports, Letters & EmailReports, Letters & EmailGurudutt R. KamathGurudutt R. Kamath


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How We CommunicateHow We Communicate33

CVs, ResumesCVs, Resumes

Email, Web site, FAQsEmail, Web site, FAQs

Letters, Newsletters, Brochures,Letters, Newsletters, Brochures,Articles, CatalogsArticles, Catalogs

Advertisements, Notice Board,Advertisements, Notice Board,

Pamphlets, Signs, Press ReleasePamphlets, Signs, Press Release Presentations, multimedia, talksPresentations, multimedia, talks

Reports, Manuals, Proposals, BooksReports, Manuals, Proposals, Books


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Which Reports?Which Reports?

AnnualReports

Sales Reports

FeasibilityReports

InspectionReports

Audit Reports

ProgressReports

White Papers


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Technical Writing ReportsTechnical Writing Reports

ProposalsProposals

User ManualsUser Manuals

Technical ManualsTechnical Manuals White PapersWhite Papers


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Classification of ReportsClassification of Reports

Formal Reports and Informal ReportsFormal Reports and Informal Reports

Information ReportsInformation Reports

Analytical ReportsAnalytical Reports Recommendation ReportsRecommendation Reports


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5 Steps to Report Writing5 Steps to Report Writing11

1.1. Define the problemDefine the problem

2.2. Gather the necessary informationGather the necessary information

3.3. Analyze the informationAnalyze the information

4.4. Organize the informationOrganize the information

5.5. Write the reportWrite the report


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Organizing ReportsOrganizing Reports

Comparison/contrastComparison/contrast

Problem-solutionProblem-solution

Elimination of alternativesElimination of alternatives General to particularGeneral to particular

Geographic or spatialGeographic or spatial

FunctionalFunctional ChronologicalChronological


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Words, Words, WordsWords, Words, Words

UK English and US EnglishUK English and US English International English and Indian EnglishInternational English and Indian English

Denotation and ConnotationDenotation and Connotation

Let me know when youre free next week for aLet me know when youre free next week for a

meeting.meeting. Could you let me know what times you haveCould you let me know what times you have

free?free? ToneTone

Terry is hung up on trivial details.Terry is hung up on trivial details. Terry is meticulous and takes care of detailsTerry is meticulous and takes care of details

that others sometimes ignore.that others sometimes ignore.


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Writing StyleWriting Style

Brief writing styleBrief writing style

Omit needless wordsOmit needless words

Combine sentencesCombine sentences

RewriteRewrite Campus Jewelers main objective is toCampus Jewelers main objective is to

increase sales. Specifically, the objective isincrease sales. Specifically, the objective is

to double sales in the next five years byto double sales in the next five years by

becoming a more successful business.becoming a more successful business. Campus Jewelers objective is to doubleCampus Jewelers objective is to double

sales in the next five years.sales in the next five years.


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We do IT in Style!We do IT in Style!

Chicago Manual of StyleChicago Manual of Style

Elements of Style by Strunk & WhiteElements of Style by Strunk & White

DictionaryDictionary Microsoft Manual of StyleMicrosoft Manual of Style

AMA Style GuideAMA Style Guide


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Anatomy of a ReportAnatomy of a Report

Cover PageCover Page Title PageTitle Page Letter of TransmittalLetter of Transmittal Table of ContentsTable of Contents List of IllustrationsList of Illustrations Executive SummaryExecutive Summary Report BodyReport Body AppendicesAppendices


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Report BodyReport Body

IntroductionIntroduction Purpose and Scope;Limitations, Assumptions,Purpose and Scope;Limitations, Assumptions,

and Methodsand Methods Background/History of the ProblemBackground/History of the Problem BodyBody

Presents and interprets dataPresents and interprets data Conclusions and RecommendationsConclusions and Recommendations References or Works CitedReferences or Works Cited AppendixesAppendixes

Interview transcripts, questionnaires, questionInterview transcripts, questionnaires, questiontallies, printouts, and previous reportstallies, printouts, and previous reports


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Letter of TransmittalLetter of Transmittal

BackgroundBackground

Summarize conclusions andSummarize conclusions and

recommendationsrecommendations

Minor problems. Thank those whoMinor problems. Thank those who

helped.helped.

Additional research necessaryAdditional research necessary Thank the reader. Offer to answerThank the reader. Offer to answer

questions.questions.


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Sales ProposalSales Proposal22

BudgetBudget

ObjectivesObjectives

Strategy and TacticsStrategy and Tactics ScheduleSchedule

ResultsResults

ClosingClosing


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Document DesignDocument Design

UseUse nonomoremorethanthan55fontsfonts.. Use no more than 5Use no more than 5 ccoolloorrs.s.

Use glossy paper.Use glossy paper. Use white space.Use white space.

Use templates.Use templates.

Use parallelism.Use parallelism. AvoidAvoid double emphasisdouble emphasis..


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Future ReportsFuture Reports

ProposalsProposals

250-page reports250-page reports

90-minute oral presentation90-minute oral presentation 50-page summary50-page summary

ReportsReports

Multi-mediaMulti-media WebWeb


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FAQ and CEFAQ and CE

QuestionsQuestions You, We, I personal pronounsYou, We, I personal pronouns

Standards for reportsStandards for reports

How long?How long? Common ErrorsCommon Errors

Its a common error! Its consequencesIts a common error! Its consequences

are great!are great! Singular & Plural errors.Singular & Plural errors.

Neutrality (he/she, John)Neutrality (he/she, John)


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Business CommunicationBusiness Communication

Letters & EmailsLetters & EmailsGurudutt R. KamathGurudutt R. Kamath


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Correspondence Costs MoneyCorrespondence Costs Money11

Dartnell Institute, 10-minute messageDartnell Institute, 10-minute message

$13.60$13.60

$20.52$20.52

Plan, compose, revise 1-page letterPlan, compose, revise 1-page letter 54 minutes54 minutes

Average Proposal (engg firm)Average Proposal (engg firm)

$500,000$500,000 $1,000,000$1,000,000

Rwitgin wastes time and damages relationships.Rwitgin wastes time and damages relationships.


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Making Messages EffectiveMaking Messages Effective

CClearlear

CCompleteomplete

CCorrectorrectSSave readers timeave readers time

BBuild good willuild good will


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Complaint LettersComplaint Letters

Nursery Plants worth $572Nursery Plants worth $572

Dry and wilted. One came out by theDry and wilted. One came out by the

roots when I took it out of the box.roots when I took it out of the box.

Please send me a replacementPlease send me a replacement

shipment immediatelyshipment immediately


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Response 1Response 1

After ruling out problems in transit, I discovered thatAfter ruling out problems in transit, I discovered thatyour order was packed by a new worker who didntyour order was packed by a new worker who didntunderstand the need to water plants thoroughly beforeunderstand the need to water plants thoroughly beforethey are shipped. We have fired the worker, so you can bethey are shipped. We have fired the worker, so you can be

assured that this will not happen again.assured that this will not happen again.

Although it will cost our company several hundred dollars,Although it will cost our company several hundred dollars,we will send you a replacement shipment.we will send you a replacement shipment.

Let me know if the new shipment arrives safely. We trustLet me know if the new shipment arrives safely. We trustthat you will not complain again.that you will not complain again.


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Sorry we screwed up that order. Sending plantsSorry we screwed up that order. Sending plants

across country is a risky business. Some of themacross country is a risky business. Some of them

just cant take the strain. (Some days I cant takejust cant take the strain. (Some days I cant take

the strain myself!) Well credit your account forthe strain myself!) Well credit your account for

$572.$572.


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it isnt our fault. The box clearly says Open andit isnt our fault. The box clearly says Open and

water immediately. If you pull by the leaves, youwater immediately. If you pull by the leaves, you

will pull the roots out. Always lift by the stem. Sincewill pull the roots out. Always lift by the stem. Since

you dont know how to handle plants, Im sendingyou dont know how to handle plants, Im sending

you a copy of our brochure, How to Care for Youryou a copy of our brochure, How to Care for YourPlants. Please read it carefully to avoidPlants. Please read it carefully to avoid

disappointments in the future.disappointments in the future.

We look forward to your future orders.We look forward to your future orders.


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Your letter of the 5Your letter of the 5thth has come to the attention ofhas come to the attention of

the undersigned.the undersigned.

According to your letter, your invoice #47420According to your letter, your invoice #47420

arrived in unsatisfactory condition. Please bearrived in unsatisfactory condition. Please beadvised that it is our policy to make adjustments asadvised that it is our policy to make adjustments as

per the Terms and Conditionsper the Terms and Conditions

make an exception on your order receiptfurnishmake an exception on your order receiptfurnish

us detailed written information as to any damage.us detailed written information as to any damage. you must comply with our terms and see that theyou must comply with our terms and see that the

necessary documents reach the undersigned by thenecessary documents reach the undersigned by the

close of the business day on the 20close of the business day on the 20thth of the month.of the month.


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Youll get a replacement shipment of the perennials youYoull get a replacement shipment of the perennials you

ordered next week.ordered next week.

Your plants are watered carefully before shipment and packedYour plants are watered carefully before shipment and packed

in specially designed cardboard containers. But if the weatherin specially designed cardboard containers. But if the weather

is unusually warm, or if the truck is delayed, small roots mayis unusually warm, or if the truck is delayed, small roots maydry out. Perhaps, this happened with your plants.dry out. Perhaps, this happened with your plants.

The violas, diitalis, aquilegias and hostas you ordered areThe violas, diitalis, aquilegias and hostas you ordered are

long-blooming perennials that will get even prettier eachlong-blooming perennials that will get even prettier each

year. Enjoy your garden.year. Enjoy your garden.


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PAIBOCPAIBOC

PPurposeurpose

AAudiencesudiences

IInformationnformationBBenefitsenefits

OObjectionsbjections

CContextontext


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AudienceAudience

WriterWriter

Initial audienceInitial audience

GatekeeperGatekeeper

Primary audiencePrimary audience

SecondarySecondary

audienceaudience

Watchdog audienceWatchdog audience


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Communicate across CulturesCommunicate across Cultures

GenderGender

Race and ethnicityRace and ethnicity

Regional and national originRegional and national origin

Social classSocial class

ReligionReligion

AgeAge

Sexual orientationSexual orientation Physical abilityPhysical ability


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Bias-free CommunicationBias-free Communication

Managers and their wives willManagers and their wives will

Managers and their spouses willManagers and their spouses will

ManpowerManpower Personnel Personnel ManhoursManhours Hours or working hours Hours or working hours

ManningManning Staffing Staffing

WorkmanWorkman Worker, employee, Worker, employee,writerwriter

Chairman Chair, chairpersonChairman Chair, chairperson


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Bias-free CommunicationBias-free Communication

Plural nouns and pronounsPlural nouns and pronouns SupervisorsSupervisors mustmusttheirtheir departments.departments.

Use you.Use you.

YouYou must work for your deparment.must work for your deparment. Substitute with article or reviseSubstitute with article or revise

sentencesentence

Supervisor...time sheet forSupervisor...time sheet for thethedepartment.department.

The nurse will fill out the accidentThe nurse will fill out the accidentreport.report.


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PicturesPictures


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Letter ContentsLetter Contents

Reference, Date, Address,Reference, Date, Address,

Salutation, SubjectSalutation, Subject (B/A)(B/A), Body,, Body,

Complimentary Close, EnclosuresComplimentary Close, Enclosures

Dear Glenn: or Dear Mr Helms:Dear Glenn: or Dear Mr Helms:

Sincerely, and Cordially,Sincerely, and Cordially, OpenOpen (Dear Glenn)(Dear Glenn) and Closedand Closed (Dear Glenn:)(Dear Glenn:)

Second Page Readers Name, Date,Second Page Readers Name, Date,

Page NumberPage Number


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Formats for Letters and MemosFormats for Letters and Memos

Open and closed punctuationOpen and closed punctuation

Full stops at end of addressesFull stops at end of addresses

Full stops in abbreviations (am/pm)Full stops in abbreviations (am/pm)

Block and Modified BlockBlock and Modified Block

Date and SignatureDate and Signature

Subject Line Optional and RareSubject Line Optional and Rare


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Meeting AgendaMeeting Agenda

Time and placeTime and place

Whether each item is presented forWhether each item is presented for

information, for discussion, or for ainformation, for discussion, or for a

decisiondecision


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Minutes of the MeetingMinutes of the Meeting

Decisions ReachedDecisions Reached

Action ItemsAction Items

Open IssuesOpen Issues


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EmailsEmails

Minutes a day - average worker?Minutes a day - average worker?

49 minutes49 minutes

Hours a day - top managers?Hours a day - top managers? 4 hours4 hours

Formats are still evolvingFormats are still evolving

What % felt misunderstood (2000)?What % felt misunderstood (2000)? 51% (tone)51% (tone)


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SubjectSubject

Be specific, concise, and catchy.Be specific, concise, and catchy.

28 characters28 characters

Will Attend 3 pm Meeting EOMWill Attend 3 pm Meeting EOM

Travel Plans for Sales MeetingTravel Plans for Sales Meeting

Your Funding Request ApprovedYour Funding Request Approved

ASAP, BTW, FYI, IMHOASAP, BTW, FYI, IMHO

SmileysSmileys


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Body of the EmailBody of the Email

BriefBrief

Important points at the topImportant points at the top

Bullets and numberingBullets and numbering Emphasize (NOT)Emphasize (NOT)

HTML (letterhead)HTML (letterhead)

All rules of good writingAll rules of good writing


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Mailing ListsMailing Lists

Your boss could be reading!Your boss could be reading!

Posts are archived.Posts are archived.

Avoid using company email address.Avoid using company email address. Avoid conversations (one liners).Avoid conversations (one liners).

Do not rush to lists.Do not rush to lists.


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NetiquetteNetiquette

Never flame.Never flame.

Use FULL CAPS only to emphasize aUse FULL CAPS only to emphasize a

word or two.word or two.

Send messages on a need basis.Send messages on a need basis.

Recipients work practice (one longRecipients work practice (one long

or several short messages)or several short messages)

Quote briefly (B/A) while replying.Quote briefly (B/A) while replying.

AttachmentsAttachments


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Covering LettersCovering Letters

BriefBrief

3 paragraphs, bullets3 paragraphs, bullets

Focus onFocus on

Major requirementsMajor requirements

DifferentiatorsDifferentiators

ResearchResearch

Web, friends, colleaguesWeb, friends, colleagues

Tip:

Do not plead.


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ResumResum or Curriculum Vitaeor Curriculum Vitae

Name, Address, Contact DetailsName, Address, Contact Details

Objective, Education, Experience,Objective, Education, Experience,

Languages, Personal, ReferencesLanguages, Personal, References

Reverse chronological orderReverse chronological order

Personal details Age, maritalPersonal details Age, marital

status, children (US laws onstatus, children (US laws on

discrimination)discrimination)


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ResumResum TipsTips

Two pages maximum.Two pages maximum.

Less important details on 2nd page.Less important details on 2nd page.

Highlight strengths, not weaknesses.Highlight strengths, not weaknesses.

Job hoppers -- periodJob hoppers -- period

Create for each company.Create for each company.

Use templates but enhance them.Use templates but enhance them.


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ReferencesReferences

1.1. Business Communication, Kity OBusiness Communication, Kity O

Locker and Stephen KyoLocker and Stephen Kyo

Kaczmarek, 2004Kaczmarek, 2004

2.2. Better Business Writing, TheBetter Business Writing, The

Sunday Times, 2002Sunday Times, 2002

3.3. Model Business Letters, E-mails &Model Business Letters, E-mails &

Other Business Documents (sixthOther Business Documents (sixthedition), Shirley Tayloredition), Shirley Taylor


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Profile of Gurudutt R. KamathProfile of Gurudutt R. Kamath

Gurudutt Kamath is a technical writer based in Mumbai with 20 years ofGurudutt Kamath is a technical writer based in Mumbai with 20 years ofexperience writing user manuals and help files for software exporters.experience writing user manuals and help files for software exporters.Earlier, he was a journalist/editor for 5 years and wrote nearly a 1000Earlier, he was a journalist/editor for 5 years and wrote nearly a 1000articles. He is an MA in English Literature and has Diplomas in Journalismarticles. He is an MA in English Literature and has Diplomas in Journalism

and Book Publishing from Bhavan's. He began his career with Citicorpand Book Publishing from Bhavan's. He began his career with CiticorpSoftware. He has carried out projects onsite in USA, Dubai, and HongSoftware. He has carried out projects onsite in USA, Dubai, and HongKong. He has attended conferences/training in UK, USA, Hong Kong, andKong. He has attended conferences/training in UK, USA, Hong Kong, andSingapore.Singapore.

He wrote theHe wrote the DocuMentorDocuMentor column incolumn in IT People/Express ComputerIT People/Express Computer inin2002-2003. He has contributed two articles for2002-2003. He has contributed two articles for IntercomIntercom and was aand was apanelist under Nancy Hoft for the special issue on Internationalization inpanelist under Nancy Hoft for the special issue on Internationalization in

thethe Technical Communications JournalTechnical Communications Journal. The article on. The article onInternationalization was used as a part of the syllabus in WashingtonInternationalization was used as a part of the syllabus in WashingtonUniversity. He has contributed articles toUniversity. He has contributed articles to INDUSINDUS, the award-winning STC, the award-winning STCIndia newsletter.India newsletter.He has conducted several technical writing and tools workshops. He was aHe has conducted several technical writing and tools workshops. He was aGuest Faculty at National Institute of Design-Ahmedabad, Indian InstituteGuest Faculty at National Institute of Design-Ahmedabad, Indian Instituteof Technology-Mumbai, and Department of Journalism-Pune. He has givenof Technology-Mumbai, and Department of Journalism-Pune. He has given

talks on technical writing in forums such as TWIN, STC India,talks on technical writing in forums such as TWIN, STC India,IEEE, management institutes, engineering colleges, colleges, computerIEEE, management institutes, engineering colleges, colleges, computerinstitutes, and Rotary clubs. He was a mentor for a US University.institutes, and Rotary clubs. He was a mentor for a US University.

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