Business Communication

Report Writing
Gurudutt R. Kamath

How We Communicate3

CVs, Resumes Email, Web site, FAQs Letters, Newsletters, Brochures, Articles, Catalogs Advertisements, Notice Board, Pamphlets, Signs, Press Release Presentations, multimedia, talks Reports, Manuals, Proposals, Books

Which Reports?
Sales Reports Inspection Reports Annual Reports Audit Reports Feasibility Reports Progress Reports White Papers

Technical Writing Reports

Proposals User Manuals Technical Manuals White Papers

Classification of Reports

Formal Reports and Informal Reports Information Reports Analytical Reports Recommendation Reports

5 Steps to Report Writing1

1.

2.
3. 4. 5.

Define the problem Gather the necessary information Analyze the information Organize the information Write the report

Organizing Reports

Comparison/contrast Problem-solution Elimination of alternatives General to particular Geographic or spatial Functional Chronological

Words, Words, Words

UK English and US English

International English and Indian English

Denotation and Connotation Let me know when youre free next week for a meeting. Could you let me know what times you have free? Tone Terry is hung up on trivial details. Terry is meticulous and takes care of details that others sometimes ignore.

Writing Style

Brief writing style

Omit needless words Combine sentences Rewrite Campus Jewelers main objective is to increase sales. Specifically, the objective is to double sales in the next five years by becoming a more successful business. Campus Jewelers objective is to double sales in the next five years.

We do IT in Style!

Chicago Manual of Style Elements of Style by Strunk & White Dictionary Microsoft Manual of Style AMA Style Guide

Anatomy of a Report

Cover Page Title Page Letter of Transmittal Table of Contents List of Illustrations Executive Summary Report Body

Report Body

Introduction

Background/History of the Problem Body

Presents and interprets data

Purpose and Scope;Limitations, Assumptions, and Methods

Conclusions and Recommendations References or Works Cited Appendixes

Interview transcripts, questionnaires, question tallies, printouts, and previous reports

Letter of Transmittal

Background Summarize conclusions and recommendations Minor problems. Thank those who helped. Additional research necessary Thank the reader. Offer to answer questions.

Sales Proposal2

Budget Objectives Strategy and Tactics Schedule Results Closing

Document Design

Use no more than 5 fonts. Use no more than 5 colors. Use glossy paper. Use white space. Use templates. Use parallelism. Avoid double emphasis.

Reference
1.

2.

3.

Business Communication, Kity O Locker and Stephen Kyo Kaczmarek, 2004 A Decent Proposal by John Fellows, www.sellingpower.com, 2002 Better Business Writing, The Sunday Times

Scientific Communication
Gurudutt R. Kamath

Scientific Papers

Publish to complete research Communicate well to be published

How to Write a Paper1

(3rd edition)
Edited by George M Hall (BywordViva)

Scientific Writing: Easy when you know how

Why Publish?1

Readers can
Assess the observations you make Repeat the experiment if they wish Determine whether the conclusions drawn are justified by the data

IMRAD
Abstract brief summary) Introduction What question was asked? Methods How was it studied? Results What was found? And Discussion What do the findings mean?
(

Introduction

Why you have undertaken the study? Clarify what your work adds Keep it short Make sure you are aware of earlier studies Convince the reader Dont baffle the reader

Methods

Study Design
Who, what, why, when, and where? Randomisation, blind assessment Inclusion and exclusion criteria

Analysis of the Data

What hypothesis was tested?

Results

What was found? Organize the presentation Avoid

The results are presented in tables X-Z and in figures A-C.

Differentiate clearly between data and results Republishing figures (copyright)

Discussion So What?

Summary of the field of enquiry

We conclude This study found Context of literature studied

Finishing off
Perhaps Possibly More research is needed Heres another problem solved

Conclusion to be backed up by data Acknowledgements

General Points

Instructions to Authors Wrong length

400 word abstract 600 word length

Audience
Generalist Specialist

Structure and Format

Words Structure

Titles

Interesting, concise, precise, not misleading, informative, descriptive, and appropriate for classification Developing a title in 4 steps Lileyman, 1988, p441
Nuclear reprocessing, radiation exposure, and childhood leukaemia: an epidemiological study

Abstracts

200-300 words Structured

Context, objectives, design, setting, participants, interventions, main outcome measures, results, and conclusions

References

Foundation on which the work is built Large number

Read review articles Take Expert help

Vancouver and Harvard formats

Numbered consecutively (1) Name of the author (Year)

Sloppy reviewers will

Uniform Requirements
Double spacing Margins Sequence
(25 mm)

Title, abstract, key words, text, acknowledgement, references, tables, legends to figures

IMRAD New page section, table Permissions (previous material) Required number of copies Electronic copy

Style

Clear, Accurate, Concise Short sentences, simple words, simple structures Jargon only if required. Noun clusters

Obstetric complication frequency Frequency of obstetric complications We compared the treatment group ...

Say Who did What

More Style

Avoid This, these, he, she, or it

If the baby does not thrive on raw milk, boil it.

Make comparisons clear

whole population)

(subgroup or

More women were alive five years after diagnosis. More women [than men] were alive five years after diagnosis.

Simple Words1
before more than depends on also indicates prior to in excess of is dependentant upon additionally is indicative of

Say What You Mean

After five days, the symptoms had improved. After five days, the symptoms had abated. Dermatitis is less often diagnosed Dermatitis was less prevalent symptoms are not well correlated with clinical disease severity. symptoms are not related to disease severity.

House Style

Director General or director general Beta-carotene or carotene Moslem or Muslim Mumbai or Bombay

Some Tips

Instructions to authors Study a few model papers, letters Read it out aloud Spell-check finally and Proof-read (missing not, or note)

References
1.

How to Write a Paper (3rd edition)

Edited by George M Hall (BywordViva)

2.

Scientific Writing: Easy when you know how

Jennifer Peat, Elizabeth Elliott, Louise Baur, Victoria Keena

3.
4.

Science & Technical Writing

General Editor Philip Rubens (Foundation)

Scientific Style and Format (6th edition)

Council of Biology Editors (life sciences, physical sciences, mathematics)

References
Gurudutt Kamath

Documenting Sources

Convincing research List of references What?

Site sources (out of thin air)

Collect them as you go along

Author-year and citation-sequence

Quotes, ideas, numbers, facts, graphics, statistics, tables1 Websites, webpages, documents, pamphlets, film or video recording, CD-ROM, newspaper articles, songs, TV or radio programs, personal correspondence, email.

Documentation Style

Chicago Manual of Style

Different situations, languages, subjects

APA (American Psycological Assn)

Publication Manual of the American Pscyhological Association, 5th ed. (2001)

CBE (Council of Science Editors)

Scientific Style and Format: The CBE Manual for Authors, Editors, and Publishers, 6th ed. (1994)

MLA (Modern Language Assn)

MLA Handbook for Writers of Research Papers, 6th ed. (2003)

In-text Citations (APA)

Our study reports a significant rise in HIV cases in south Africa in one year (Brindle, 2000). Our study reported a 12.2% rise in HIV cases in only one year (Brindle, 2000, p. 843) Brindle (2000) reports a significant (Wu, Gyno, Young & Reims, 2003) As reported by Wu, Gyno, Young & Reims (2003) (Wu et al., 2003) or As reported by Wu et al. (2003)

In-text Citations (APA)

(National Science Foundation [NSF], 2004) (NSF, 2004) Studies have shown (Johnson & Smith, 2001; Tamili, 2002; Hinson & Kim, 2004). Bathers (personal communication, December 5, 2003)

References (APA)1
Houghton, J. (1997). Global warming: The complete briefing (2nd ed). Cambridge, MA: Cambridge UP. Kadlecek, M. (1991). Global climate change could threaten U.S. wildlife. Conservationist 46 (1), 54-55 Sherwood, K, & Ido, C. (2003). Is the global warming bubble about to burst? Retrieved March 4, 2004, from the World Wide Web: http://www.co2science.org/edit/v6_edit/ v6n37edit.htm

Citation-Sequence (CBE) 1

This bacteria has been shown2 to Several studies 3-8, 10 have Several studies (3-8, 10) have Reference List (order of citation) Less disruptive vs refer to back for author, source

References
1.

2.

Technical Communication Today by Richard Johnson-Sheehan, 2005 Chicago Manual of Style

Business Communication

Letters & Email

Gurudutt R. Kamath

Correspondence Costs Money1

Dartnell Institute, 10-minute message

$13.60 $20.52

Plan, compose, revise 1-page letter

54 minutes

Average Proposal (engg firm)

$500,000 $1,000,000

Rwitgin wastes time and damages relationships.

Making Messages Effective

Clear Complete Correct Save readers time Build good will

PAIBOC
Purpose Audiences Information Benefits Objections Context

Audience

Writer Initial audience Gatekeeper Primary audience Secondary audience Watchdog audience

Communicate across Cultures

Gender Race and ethnicity Regional and national origin Social class Religion Age Sexual orientation Physical ability

Bias-free Communication

Managers and their wives will Managers and their spouses will Manpower Personnel Manhours Hours or working hours Manning Staffing Workman Worker, employee, writer Chairman Chair, chairperson

Bias-free Communication

Plural nouns and pronouns

Supervisors musttheir departments.

Use you.
You must work for your deparment.

Substitute with article or revise sentence

Supervisor...time sheet for the department. The nurse will fill out the accident report.

Emails

Minutes a day - average worker? 49 minutes Hours a day - top managers? 4 hours Formats are still evolving What % felt misunderstood (2000)? 51% (tone)

Subject

Be specific, concise, and catchy.

28 characters Will Attend 3 pm Meeting EOM Travel Plans for Sales Meeting Your Funding Request Approved

Body of the Email

Brief Important points at the top Bullets and numbering Emphasize (NOT) HTML (letterhead) ASAP, BTW, FYI, IMHO

Smileys All rules of good writing

Mailing Lists

Your boss could be reading! Posts are archived. Avoid using company email address. Avoid conversations (one liners). Do not rush to lists.

Netiquette

Never flame. Use FULL CAPS only to emphasize a word or two. Send messages on a need basis. Recipients work practice (one long or several short messages) Quote briefly (B/A) while replying. Attachments

References
1.

2.

3.

Business Communication, Kity O Locker and Stephen Kyo Kaczmarek, 2004 Better Business Writing, The Sunday Times, 2002 Model Business Letters, E-mails & Other Business Documents (sixth edition), Shirley Taylor

Technical Communication
Gurudutt R. Kamath

Importance

Improved productivity Improved use of product Increased safety Legal protection Reduces cost of training Reduces support Lesser chance of rejection

Audience3

Analysis
Surveys, questionnaires, structured interviews, usability tests

Characteristics
Educational, professional background Knowledge, experience level English language Context

Objectives and Needs Profile

Information Analysis

Purpose and Structure Document Type

Marketing Conceptual, Procedural, Tutorial, Job Aid Referential

Frequency and Pattern of Use Textual Features

Textual Features

Overview, summary sections Step-by-step instructions Narrative explanations Conceptual models, analogies, and/or examples Figures, charts, and/or tables Cross-references and/or navigation aids Technical terminology, language conventions, and/or symbolic conventions

Media Characteristics

Articles narrative Booklets conversational Brochures catchy Newsletters journalistic Correspondence formal, informal Manuals action oriented Reports formal and objective Help systems action oriented Wizards concise and action oriented Websites catch and easy to use

Document Delivery

Print Facsimile Network Floppy disk FTP (file transfer protocol) Email attachment Website

Technical Writing Process

Writing

Revising

Editing

Reviewing

Publishing

Writing Process

Document Plan
Audience Objective Media Resources Table of Contents Schedule

Outlining Template

Revising Process

Objective Complete Flow Language Grammar, Spelling, and Punctuation Graphics Format Consistency

Reviewing Process

Peer Technical Domain Quality

Tools

Microsoft Outlook email Microsoft Word documents Microsoft Excel spreadsheets Microsoft PaintBrush drawings Adobe Acrobat PDF Microsoft FrontPage web pages Adobe FrameMaker large, complex documents Adobe PageMaker desktop publishing Adobe InDesign desktop publishing XML editors Macromedia RoboHelp Macromedia Flash

Technical Writing Practices

User Friendly

Appealing Step-by-step instructions Language and Style

Easy to Refer Contents Headings/subheadings Cross References Index

Modular
Easy to maintain Modular, reusable Right tools and templates

Language & Style

Language

Parallelism
Grammar Active/Passive Voice

You
Consistency

Style Guides

House style

User Friendly Design

Format and Structure

Headings, table of contents, crossreferences, index

Templates Headings, language, lists, crossreferences, words

Consistent

Structured Writing
Lists Tables Graphics Instructions Tasks Concrete

Scenarios, Case Studies, Examples

Document Design

Balance White space Maximum of 5 fonts

Serif fonts (Times) paper Sans Serif fonts (Verdana) - online

Maximum of 5 colours

Style Guides

Chicago Manual of Style

Grammar, References, Indexing, Punctuation

Microsoft Manual of Style

Usages for the computer industry

Elements of Style
Strunk & White Grammar and Punctuation Writing tips http://www.bartleby.com/141