Writing Workplace Documents

Learning to Write Workplace Documents

Learning Objectives
Upon completing this chapter, you should be able to

 describe the purposes of the workplace documents identified in the module;

 given a sample workplace document, identify if the formatting has been
correctly applied, and if not, correct it;
 given a scenario, write a sample workplace document applying the correct
formatting and following the FAST acronym for writing;

Introduction
Written business communication requires skill and expertise. From letters to reports,
the way you use the written word counts. Written documents provide a record of a
correspondence, which is key in situations where legal concerns may arise. In cases
like this, it’s important to be able to demonstrate that the message was sent and
received and determine what dates this occurred.

The written communication you produce represents you and your company, so your
goal is always to make it clear, concise, and professional, regardless of the type of
message you are sending.

This chapter will introduce five key types of written business documents that you will
encounter during your professional life. These are email, memos, letters, fax cover
sheets, and short reports. You will also learn about the acronym FAST, which will
help you stay mindful about the appropriate Format, Audience, Style, and Tone of
your document.

Think back to what you learned in the Foundations module about the purpose of
communication. You may recall that a message usually has one of three intentions: to
inform, persuade, or entertain. When you are writing workplace documents, you’ll
usually be focusing on the first two intentions, inform and persuade, though you might
choose to entertain when you have a lighthearted message, such as an email invitation
to an office holiday party.
Most commonly, memos, fax cover sheets, and short reports are intended to inform.
These deal with facts only, and their messages are usually neutral—they are not likely
to create an emotional response, either positive or negative.

Emails and letters may be strictly informational, or they may be persuasive in some
way. For example, you may write an email to ask a colleague to volunteer for an event
the company is sponsoring. You’ll need to persuade the receiver to give up a Saturday
afternoon to help out the company, but perhaps you can persuade them by letting them
know that the boss is taking everyone to dinner afterwards!

Whatever your message, remember that different types of workplace documents can
align with different purposes. You’ll use what you’ve learned about audience and
communication channels to help you choose the right one; rely on your plain language
writing, grammar, and punctuation skills to craft a clear message; then use the skills
you develop in this chapter to format your document appropriately.

Writing Paragraphs
Before we dive into the types of documents and their uses, we’ll need to consider an
important part of writing that makes up your documents: the paragraph.

A strong paragraph contains three distinct components:

1. Topic sentence. The topic sentence is the main idea of the paragraph.

2. Body. The body is composed of the supporting sentences that develop the main
point.

3. Conclusion. The conclusion is the final sentence that summarizes the main
point.

The foundation of a good paragraph is the topic sentence, which expresses the main
idea of the paragraph. This guides the reader by signposting what the paragraph is
about. All the sentences in the rest of the paragraph should relate to the topic sentence.

Developing a Topic Sentence

Pick up any newspaper or magazine and read the first sentence of an article. Are you
fairly confident that you know what the rest of the article is about? If so, you have
likely read the topic sentence. An effective topic sentence combines a main idea with
the writer’s personal attitude or opinion; this is called the controlling idea. It orients
the reader and provides an indication of what will follow in the rest of the paragraph.
Read the following example.

Example:

Creating a national set of standards for math and English education will improve
student learning in many provinces.

This topic sentence declares a favourable position for standardizing math and English
education. After reading this sentence, a reader might reasonably expect the writer to
provide supporting details and facts as to why standardizing math and English
education might improve student learning in many provinces. If the purpose of the
essay is actually to evaluate education in only one particular province, or to discuss
math or English education specifically, then the topic sentence is misleading.

Five characteristics define a good topic sentence:

1. Provides an accurate indication of what will follow in the rest of the paragraph.

2. Contains both a topic and the writer’s position on it.

3. Is clear and easy to follow.

4. Does not include supporting details.

5. Engages the reader by using interesting vocabulary.

When creating a workplace document, use the “top-down” approach—keep the topic
sentence at the beginning of each paragraph so that readers immediately understand
the gist of the message. This method saves busy colleagues precious time and effort
trying to figure out the main points and relevant details.

Headings are another helpful tool. In a text-heavy document, break up each paragraph
with individual headings. These serve as useful navigation aids, enabling colleagues
to skim through the document and locate paragraphs that are relevant to them.

Identifying Parts of a Paragraph

An effective paragraph contains three main parts: a topic sentence, the body, and the
concluding sentence. A topic sentence is often the first sentence of a paragraph. It
expresses a main idea combined with the writer’s attitude about the subject. The body
of the paragraph usually follows, containing supporting details. Supporting
sentences help explain, prove, or enhance the topic sentence. The concluding
sentence is the last sentence in the paragraph. It reminds the reader of the main point
by restating it in different words.

Read the following paragraph. The topic sentence is underlined for you.

Example:

After reading the new TV guide this week, I had just one thought—why are we still
being bombarded with reality shows? This season, the plague of reality television
continues to darken our airwaves. Along with the return of viewer favourites, we are
to be cursed with yet another mindless creation. Prisoner follows the daily lives of
eight suburban housewives who have chosen to be put in jail for the purposes of this
fake psychological experiment. A preview for the first episode shows the usual tears
and tantrums associated with reality television. I dread to think what producers will
come up with next season, but if any of them are reading this blog—stop it! We’ve
had enough reality television to last us a lifetime!

The first sentence of this paragraph is the topic sentence. It tells the reader that the
paragraph will be about reality television shows, and it expresses the writer’s distaste
for these shows through the use of the word bombarded.

Each of the following sentences in the paragraph supports the topic sentence by
providing further information about a specific reality television show. The final
sentence is the concluding sentence. It reiterates the main point that viewers are bored
with reality television shows by using different words from the topic sentence.

Paragraphs that begin with the topic sentence move from the general to the specific.
They open with a general statement about a subject (reality shows) and then discuss
specific examples (the reality show Prisoner).

Now take a look at the following paragraph. The topic sentence is underlined for you.

Example:

Last year, a cat travelled 130 miles to reach its family, who had moved to another
state and had left their pet behind. Even though it had never been to their new home,
the cat was able to track down its former owners. A dog in my neighbourhood can
predict when its master is about to have a seizure. It makes sure that he does not hurt
himself during an epileptic fit. Compared to many animals, our own senses are almost
dull.

The last sentence of this paragraph is the topic sentence. It draws on specific examples
(a cat that tracked down its owners and a dog that can predict seizures) and then
makes a general statement that draws a conclusion from these examples (animals’
senses are better than humans’). In this case, the supporting sentences are placed
before the topic sentence, and the concluding sentence is the same as the topic
sentence.

This technique is frequently used in persuasive writing. The writer produces detailed
examples as evidence to back up his or her point, preparing the reader to accept the
concluding topic sentence as the truth.

Sometimes the topic sentence appears in the middle of a paragraph. Read the
following example. The topic sentence is underlined for you.
Example:

For many years I suffered from severe anxiety every time I took an exam. Hours
before the exam, my heart would begin pounding, my legs would shake, and
sometimes I would become physically unable to move. Last year I was referred to a
specialist and finally found a way to control my anxiety—breathing exercises. It
seems so simple, but by doing just a few breathing exercises a couple of hours before
an exam, I gradually got my anxiety under control. The exercises help slow my heart
rate and make me feel less anxious. Better yet, they require no pills, no equipment,
and very little time. It’s amazing how just breathing correctly has helped me learn to
manage my anxiety symptoms.

In this paragraph the underlined sentence is the topic sentence. It expresses the main
idea: that breathing exercises can help control anxiety. The preceding sentences
enable the writer to build up to his main point (breathing exercises can help control
anxiety) by using a personal anecdote (how he used to suffer from anxiety). The
supporting sentences then expand on how breathing exercises help the writer by
providing additional information. The last sentence is the concluding sentence and
restates how breathing can help manage anxiety.

Implied Topic Sentences

Some well-organized paragraphs do not contain a topic sentence at all. Instead of
being directly stated, the main idea is implied in the content of the paragraph. Read
the following example:
Example:

Heaving herself up the stairs, Luella had to pause for breath several times. She let out
a wheeze as she sat down heavily in the wooden rocking chair. Tao approached her
cautiously, as if she might crumble at the slightest touch. He studied her face, like
parchment; stretched across the bones so finely he could almost see right through the
skin to the decaying muscle underneath. Luella smiled a toothless grin.

Supporting Sentences
If you think of a paragraph as a hamburger, the supporting sentences are the meat
inside the bun. They make up the body of the paragraph by explaining, proving, or
enhancing the controlling idea in the topic sentence. Most paragraphs contain three to
six supporting sentences depending on the audience and purpose. A supporting
sentence usually offers one of the following:

Reason

Sentence: The refusal of the baby boom generation to retire is contributing to the

current lack of available jobs.

Fact

Sentence: Many families now rely on older relatives to support them financially.

Statistic

Sentence: Nearly 10 percent of adults are currently unemployed in the United States.

Quotation

Sentence: “We will not allow this situation to continue,” stated Senator Johns.

Example

Sentence: Last year, Bill was asked to retire at the age of 55.

The type of supporting sentence you choose will depend on what you are writing and
why you are writing. For example, if you are attempting to persuade your audience to
take a particular position, you should rely on facts, statistics, and concrete examples,
rather than personal opinions. Read the following example:
Example:

There are numerous advantages to owning a hybrid car. (Topic sentence)

First, they get 20 percent to 35 percent more miles to the gallon than a fuel-efficient
gas-powered vehicle. (Supporting sentence 1: statistic)
 Second, they produce very few emissions during low-speed city driving. (Supporting
sentence 2: fact)

Because they do not require gas, hybrid cars reduce dependency on fossil fuels, which
helps lower prices at the pump. (Supporting sentence 3: reason)

Alex bought a hybrid car two years ago and has been extremely impressed with its
performance. (Supporting sentence 4: example)

“It’s the cheapest car I’ve ever had,” she said. “The running costs are far lower than
previous gas-powered vehicles I’ve owned.” (Supporting sentence 5: quotation)

Given the low running costs and environmental benefits of owning a hybrid car, it is
likely that many more people will follow Alex’s example in the near
future. (Concluding sentence)

To find information for your supporting sentences, you might consider using one of
the following sources:

 Reference book
 Encyclopedia
 Website
 Biography/autobiography
 Map
 Dictionary
 Newspaper/magazine
 Interview
 Previous experience
 Personal research

Concluding Sentences
An effective concluding sentence draws together all the ideas you have raised in your
paragraph. It reminds readers of the main point—the topic sentence—without
restating it in exactly the same words. Using the hamburger example, the top bun (the
topic sentence) and the bottom bun (the concluding sentence) are very similar. They
frame the “meat” or body of the paragraph. Compare the topic sentence and
concluding sentence from the previous example:
Example:
Topic sentence: There are numerous advantages to owning a hybrid car.

Concluding sentence: Given the low running costs and environmental benefits of

owning a hybrid car, it is likely that many more people will follow Alex’s example in
the near future.

Notice the use of the synonyms advantages and benefits. The concluding sentence
reiterates the idea that owning a hybrid is advantageous without using exactly the
same words. It also summarizes two examples of the advantages covered in the
supporting sentences: low running costs and environmental benefits.

You should avoid introducing any new ideas into your concluding sentence. A
conclusion is intended to provide the reader with a sense of completion. Introducing a
subject that is not covered in the paragraph will confuse the reader and weaken your
writing.

A concluding sentence may do any of the following:

Example:

Purpose: Restate the main idea.

Sample: Childhood obesity is a growing problem in the United States.

Purpose: Summarize the key points in the paragraph.

Sample: A lack of healthy choices, poor parenting, and an addiction to video games
are among the many factors contributing to childhood obesity.

Purpose: Draw a conclusion based on the information in the paragraph.

Sample: These statistics indicate that unless we take action, childhood obesity rates
will continue to rise.

Purpose: Make a prediction, suggestion, or recommendation about the information in

the paragraph.

Sample: Based on this research, more than 60 percent of children in the United States
will be morbidly obese by the year 2030, unless we take evasive action.

Purpose: Offer an additional observation about the controlling idea.

Sample: Childhood obesity is an entirely preventable tragedy.

Transitions
A strong paragraph moves seamlessly from the topic sentence into the supporting
sentences and on to the concluding sentence. To help organize a paragraph and ensure
that ideas logically connect to one another, writers use transitional words and phrases.
A transition is a connecting word that describes a relationship between ideas.
Example:

There are numerous advantages to owning a hybrid car. First, they get 20 percent to
35 percent more miles to the gallon than a fuel-efficient gas-powered vehicle. Second,
they produce very few emissions during low-speed city driving. Because they do not
require gas, hybrid cars reduce dependency on fossil fuels, which helps lower prices at
the pump. Alex bought a hybrid car two years ago and has been extremely impressed
with its performance. “It’s the cheapest car I’ve ever had,” she said. “The running
costs are far lower than previous gas-powered vehicles I’ve owned.” Given the low
running costs and environmental benefits of owning a hybrid car, it is likely that many
more people will follow Alex’s example in the near future.

Each of the underlined words is a transition word. Words such as first and second are
transition words that show sequence or clarify order. They help organize the writer’s
ideas by showing that he or she has another point to make in support of the topic
sentence. Other transition words that show order include third, also, furthermore,
initially, and subsequently.

The transition word because is a transition word of consequence that continues a line
of thought. It indicates that the writer will provide an explanation of a result. In this
sentence the writer explains why hybrid cars will reduce dependency on fossil fuels
(because they do not require gas). Other transition words of consequence include as a
result, so that, since, thus, and for this reason.

To include a summarizing transition in her concluding sentence, the writer could

rewrite the final sentence as follows:
Example:

In conclusion, given the low running costs and environmental benefits of owning a
hybrid car, it is likely that many more people will follow Alex’s example in the near
future.

The following chart provides some useful transition words to connect supporting
sentences and concluding sentences.

For Supporting Sentences 

 above all but for instance in particular moreover subsequently

also conversely furthermore later on nevertheless therefore

aside from correspondingly however likewise on one hand to begin with

at the same
for example in addition meanwhile on the contrary
time

For Concluding Sentences

after all all things considered in brief in summary on the whole to sum up

all in all finally in conclusion on balance thus ultimately

Transitional words and phrases are useful tools to incorporate into workplace
documents. They are used within paragraphs to connect one sentence to the next, and
are also found at the beginning and end of each paragraph, so that each is seamlessly
connected to the next. They guide the reader through the document, clarifying
relationships between sentences and paragraphs so that the reader understands why
they have been written in that particular order.

For example, when you are writing an instructional memo, it may be helpful to
consider the following transitional words and phrases: before you begin, first, next,
then, finally, after you have completed. Using these transitions as a template to write
your memo will provide readers with clear, logical instructions about a particular
process and the order in which steps are supposed to be completed.
Preparing a Workplace Document
When you sit down to write a document at work, you’ll need to consider who the
audience is and what the purpose of your message is (to inform, persuade, or
entertain). With that information you can decide which document type (channel) to
use.

A good approach is to outline the document first, marking out where each element
belongs. For example, if you have chosen to write a letter, you might first identify the
location of each address, the date, the salutation, the signature, and so on. This will
help you to create the structure of your document and make the writing process (and,
further, the editing process) much easier.

When you are writing a workplace document, you will choose whether to approach
your topic directly or indirectly. A direct message gets to the point immediately within
the document, whereas an indirect message sandwiches the key point (often bad news)
between other information (positive or neutral detail) so as to “soften the blow” of an
undesirable communication.

Email
Electronic mail, usually called email, is probably familiar to you. It may be used
similarly to text messaging or synchronous chat, or as a quicker way to receive and
send information that would traditionally be written in a letter. It can be delivered to a
mobile device. In business, it has largely replaced printed letters for external (outside
the company) correspondence, as well as taking the place of memos for internal
(within the company) communication (Guffey, 2008). Email is best for fairly brief
messages.

Many businesses use automated emails to acknowledge communications from the

public or to remind people that reports or payments are due. Your job might require
you to populate a form email in which standard paragraphs are used, but you choose
from a selection of sentences to make the wording suitable for a particular scenario,
for example.

Emails are often informal when used for personal communication, but business
communication requires attention to detail, awareness that your email reflects you and
your company, and a professional tone so that it may be forwarded to any third-party
if needed. Email often serves to exchange information within organizations. Although
email may feel informal, remember that when used for business, it needs to convey
 professionalism and respect. Never write or send anything that you wouldn’t want
read in public or in front of your company president.

Tips for Effective Business Emails

 Proper salutations should demonstrate respect and avoid mix-ups in case a
message is accidentally sent to the wrong recipient. For example, use a salutation like
“Dear Ms. X” (external) or “Hi, Barry” (internal).
 Subject lines should be clear, brief, and specific. This helps the recipient
understand the essence of the message. For example, “ABC Sales Proposal attached.”
 Close with a signature. Identify yourself by creating a signature block that
automatically contains your name and business contact information.
 Avoid abbreviations. An email is not a text message, and the audience may not
find your wit cause to ROTFL (rolling on the floor laughing).
 Be brief.
 Format cleanly. Include line breaks between paragraphs for ease of reading.
 Do a three-stage review (including structural edit, copy edit, and proofread)
before you press send. It will take more time and effort to undo the problems caused
by a hasty, poorly written email than to get it right the first time.
 Reply promptly. Watch out for an emotional response—never reply in anger—
but make a habit of replying to emails within 24 hours, even if only to say that you
will provide the requested information within 48 hours.
 Use “Reply All” sparingly. Do not send your reply to everyone who received
the initial email unless your message absolutely needs to be read by the entire group.
 Avoid using all caps. Capital letters are used online to communicate yelling and
are considered rude.
 Test links.
 Email ahead of time if you are going to attach large files (audio and visual files
are often quite large) to prevent exceeding the recipient’s mailbox limit or triggering
the spam filter.
 Give feedback or follow up. If you don’t get a response in 24 hours, email or
call. Spam filters may have intercepted your message, so your recipient may never
have received it.

Let’s look at two examples of business email. The first is an email form, and the
second is a custom message written specifically for the situation and audience.
Example Email Form:

Subject: Welcome to the [our name] Store.

Dear [customer name],
Thank you for registering with the [our name] Store.
You can manage your personal information from the “My Account” section of the
website when you sign in to the [our name] Store.
Here, you can change your contact details and password, track recent orders, add
alternate shipping addresses, and manage your preferences and profile, all in this
single convenient location.

Thank you for your interest in the [our name] Store!

We look forward to your next visit.
Example Custom Email:

To: Sean Carlson Physical Plant Manager, XYZ Corporation

From: Miles Nickel, Construction Site Manager, McCrady Construction
Sent: Monday, March 05, 2015, 2:47 p.m.
Subject: Construction Interruptions

Sean,

I know employees of XYZ Corporation are looking forward to moving into the new
ABC Street building in June, but recently, groups of employees who do not have
business here have been walking through the building. These visits create a safety
hazard, interrupt the construction workers, and could put your occupancy date in
jeopardy.

Please instruct your staff members who haven’t already been moved to ABC Street to
stay out of the building. If they need to meet with someone who has already moved,
they should conduct their business and leave promptly via the nearest staircase.

We need to avoid further interruptions so our construction workers can get the
building ready for occupancy on schedule. If you have any questions, please call me.

Thanks,

Miles

Miles Nickel, Construction Site Manager, McCrady Construction

1234 Main Street
Big City, B.C. P8C 9D9
(555) 123-4567 x222
mnickel@mccradycon.ca
www.mccradycon.ca
Check Your Understanding

Memos
A memo (or memorandum, meaning “reminder”) is normally used for communicating
policies, procedures, or related official business within an organization. It is often
written from a one-to-all perspective, broadcasting a message to an audience, rather
than a one-on-one, interpersonal communication. It may be used to update a team on
activities for a given project or to inform a specific group within a company of an
event, action, or observance.

Memo Purpose
A memo’s purpose is often to inform, but it may occasionally include an element of
persuasion or a call-to-action. All organizations have informal and formal
communication networks. The unofficial, informal communication network within an
organization is often referred to as the grapevine, and it is characterized by rumour,
gossip, and innuendo. On the grapevine, one person may hear that someone else is
going to be laid off and start passing the news around. Rumours change and transform
as they are passed from person to person, and before you know it, the word is that
they are shutting down your entire department!

One effective way to address unofficial speculation is to spell out clearly for all
employees what is going on with a particular issue. If budget cuts are a concern, then
you could send a memo explaining the changes that are imminent. If a company wants
employees to take action, they may issue a memo. For example, on February 13,
2009, upper management at the Panasonic Corporation issued a declaration that all
employees should buy at least $1,600 worth of Panasonic products. The company
president noted that if everyone supported the company with purchases, it would
benefit all (Lewis, 2009). While memos do not normally include a call-to-action that
requires personal spending, they do usually represent the organization’s interests.
They may also include statements that align business and employee interest.

Memo Format
A memo has a header that indicates who sent it and who the intended recipients are.
Pay particular attention to the title of the individual(s) in this section. Date and subject
lines are also present, followed by a message that contains a declaration, a discussion,
and a summary.

In a standard writing format, we might expect to see an introduction, a body, and a

conclusion. All these are present in a memo, and each part has a purpose. The
introduction in the opening uses a declarative sentence to announce the main topic.
The body elaborates or lists major points associated with the topic, and the conclusion
serves as a summary. Let’s examine a sample memo.

Example Memo:

To: All Employees

From: Maya James, President, Provincial University

Date: September 21, 2015

Subject: Future Expenditure Guidelines

After careful deliberation, I have determined it is necessary to begin the initial steps of
a financial stewardship program that carries Provincial University through what
appears to be a two-year cycle of a severe provincial shortfall in revenue and
subsequent necessary legislative budget reductions.

Beginning September 24, 2015, the following actions are being implemented for the
General Fund, Auxiliary Fund, and Capital Fund in order to address the projected
reductions in our provincial aid for the remainder of this year, 2015/2016, and for the
next year, 2016/2017.

1. Only purchases needed to operate the university should be made so that we can
begin saving to reduce the impact of the 2016/2017 budget reductions.

2. Requests for out-of-province travel will require approval from the Executive
Committee to ensure that only necessary institutional travel occurs.

3. Purchase, including in-province travel and budget transfers, will require the
appropriate vice president’s approval.

Please understand that we are taking these prudent steps to create savings that will
allow ProvU to reduce the impact of projected cuts in expected 2016/2017 legislative
reductions. Thank you for your cooperation. Please direct any questions to my office.

Five Tips for Effective Business Memos

Audience Orientation

Always consider the audience and their needs when preparing a memo. An acronym
or abbreviation that is known to management may not be known by all the employees
of the organization, so, if the memo is to be posted and distributed within the
organization, your goal should be clear and concise communication at all levels with
no ambiguity.

Professional, Formal Tone

Memos are often announcements, and the person sending the memo speaks for a part
or all of the organization. While it may contain a request for feedback, the
announcement itself is linear, from the organization to the employees. The memo may
have legal standing, as it often reflects policies or procedures.

Subject Emphasis

The subject is normally declared in the subject line and should be clear and concise. If
the memo is announcing the observance of a holiday, for example, the specific
holiday should be named in the subject line—for example, use “Thanksgiving
weekend schedule” rather than “holiday observance.”

Direct Format

Memos are always direct, meaning they get to the point quickly and the purpose is
clearly announced.

Objectivity

Memos are a place for just the facts and should have an objective tone without
personal bias, preference, or interest on display. Avoid subjectivity.

Check Your Understanding

Business Letters
Letters are brief messages sent to recipients that are usually outside the organization.
They are often printed on letterhead and usually take up one or two pages.

While email may be used more frequently today, the business letter remains a
common form of written communication. It can serve to introduce you to a potential
 employer, announce a product or service, or even to communicate emotions. We’ll
examine the basic outline of a letter and then focus on specific types.

Your organization may have its own letter format, but this chapter outlines common
elements across business letters. There are many types of letters, and we’ll look at two
primary purposes—good news and bad news—in this chapter. We’ll first discuss the
elements of a block-style letter.

Letters may serve to introduce your skills and qualifications to prospective employers,
deliver important or specific information, or serve as documentation of an event or
decision. They may deliver information with a positive, negative, or neutral tone.
Regardless of the type of letter you need to write, it can contain up to 16 elements in
five areas. While you may not use all the elements in every case, they are listed in the
following table.

A letter has five main areas:

1. The heading, which establishes the sender, including address and date
2. The introduction, which establishes the purpose
3. The body, which articulates the message
4. The conclusion, which restates the main point and may include a call-to-action
5. The signature line, which sometimes includes the contact information

TIP
When formatting a full-block business letter, keep in mind the following guidelines:

 Apply single spacing throughout

 Use 1” – 1 ½” margins
 Left-justify all contents

A sample letter is shown below with guiding notations in bold. Rather than placing
the return address at the top of your page,  you could instead use company letterhead
showing the logo and company address.
Example Letter (Guide)

Return Address (if not in letterhead logo):

123 Cockburn Road

Anytown, MB A1M 2P3

 

Date: September 14, 2015

Recipient Note (optional): CONFIDENTIAL

Inside Address:

Ms. Zoe Maeve

123 Arbuthnot Drive

Anytown, AB T1A 2B3

Salutation: Dear Ms. Maeve:

Subject Line (optional): The myth of the paperless office

Introduction: This letter is to inform you that the myth of the paperless office, where
you will not be required to produce hard copy letters on company letterhead, is just
that: a myth.

Body: While email has largely replaced letter writing for many applications, several
reasons for producing a hard copy letter remain. The first is that many employers still
produce letters as a normal part of business communication. Next, we must consider
that papers sales in business have increased across the last decade, showing no signs
of the decrease we would associate with the transition to the paperless office. Finally,
business letters may serve many functions, and your proficiency in their production
will contribute to our personal and professional success.

 
 Conclusion: Letter writing is a skill that will continue to be required in the business
environment of today and tomorrow.

Close: Sincerely,

Murray Moman

Signature: Murray Moman

Reference Initials (optional): ARJ

Enclosure Notation (optional, if needed)

Copy Notation (optional): cc: Beth Lloyd

Mailing Notation (optional)

Remember that letters represent you and your company in your absence. In order to
communicate effectively and project a positive image, you’ll need to:

 be clear, concise, specific, and respectful

 ensure each word contributes to your purpose
 ensure each paragraph focuses on one idea only
 form a complete message
 keep your writing free of errors

Good News or Neutral Information in a Business Letter

Writing a letter that contains good or neutral news is fairly straightforward. Your
intention is to get the news across quickly and clearly, while making sure the reader
has a positive image of you and your company. You can do this by following these
steps:

1. State the news simply and directly.

2. Give the reasons/details.
3. Close with a goodwill statement.*
 Bad News in a Business Letter
Saying no is more challenging than saying yes! This is true for all kinds of
communication, but in a professional context, this can be challenging because you
may not know the recipient of your message personally or be able to predict how they
will react. When writing a letter that contains bad news, for example, when you need
to tell a customer that they will not be receiving a refund, your challenge is to send a
negative message while maintaining a positive relationship between your company
and the receiver. Bad news can make the receiver feel a number of emotions, from
disappointment to irritation, anger, and confusion. You can minimize these negative
effects by structuring your letter in a specific way.

When you write a letter that contains bad news, your goals are to

 make the news easy to understand,

 let the receiver know that there will be no change in status (and avoid further
communication),
 leave the receiver with a positive impression of your company.

Direct and Indirect Approaches to Writing Business Letters

There are two different ways to deliver bad news in a letter: the direct approach and
the indirect approach. You’ll decide which approach to use based on the type of news
you are delivering.

When using the direct approach, you’ll follow these steps:

1. State the bad news simply and directly.

2. Give the reasons.
3. Give an alternative, if possible.
4. Close with a goodwill statement.*

* What is a goodwill statement? It is an assertive but professional statement that

demonstrates care about ongoing positive relationship.

The following letter uses the direct approach.

Example Letter (Direct Approach):
  

Dear Mr. Moore:

The reference you are looking for doesn’t seem to have originated with our company.
While looking through our record of corporate speeches on the effect of free trade on
agriculture, we haven’t come across anything similar to the remarks you mentioned.
When I asked Mr. Lockhart, he had no recollection of anyone in the company having
made that type of analogy.

We have conducted a quick Internet search and have found a number of sites that may
well give you the information you are seeking. The Agriculture and Agri-Food
Canada website at www.agr.gc.ca is probably a good starting point for your search.

We hope you find this information helpful.

When using the indirect approach, you’ll follow these steps:

1. Begin with a buffer statement.*

2. Discuss the circumstances leading to the bad news.
3. State the bad news as positively as possible.
4. Give a helpful suggestion or alternative.
5. Close with a goodwill statement.

* What is a buffer statement? It is a gentle but professional statement that sets the tone
of your letter.

Choosing an Approach
You would typically use the direct approach in all business letters, except when

 you are delivering bad news and it is unexpected;

 you don’t know the reader very well, and a negative emotional reaction is likely
to occur.

In these situations, the indirect approach is a better choice.

 In situations like these, the reasons you would give in the direct approach (in Step 2)
could be viewed as excuses, so it is best not to present them. Instead, you should place
the bad news in the middle portion of the letter, providing an explanation before it,
and closing with positive or neutral language, as in the indirect approach. It is
important to avoid a canned, insincere, inappropriate, or self-serving closing in any
letter, but particularly so when you are using the indirect approach.

There are three key things to do in a letter that follows the indirect approach:

1. Provide proof that persuades the reader to accept the bad news.
2. Give the bad news.
3. Give options for future success.

The following letter uses the indirect approach.

Example Letter (Indirect Approach):

Dear James:

Clerks in our office must be ready to serve customers by 9:00 a.m. According to
company policy, arriving at work on time is a mandatory element of your employment
here.

This month you have been late to work four times. Only two late arrivals are
permitted before management must intervene. Since you have exceeded those limits,
it is necessary for me to give you a written warning and put you on probation.

If you are on time each day within the next 90 days, I will remove this from your
employment record. You will then be able to work towards a promotion and salary
increase. I would be pleased to discuss this with you at your convenience.
TIP
When using the indirect approach, you should follow these guidelines:

 Don’t mislead the reader with an opening that is too positive.

 Do keep reasons as short as possible.
 Do make sure the reader is clear about the bad news.
 Do avoid negative words and phrasing.
 Don’t end with a statement that is artificial.
When you are writing a letter that contains good news or neutral information, you
should use the direct approach.

Check Your Understanding

Instructions: Please review the business letter below and then answer the multiple-
choice questions that follow.

Aspen Country Lodge

 

November 14, 2015

Dorothy Allen
12345 Stream Ave.
St. Augustine, FL 34567

Dear ________(#1):

As the holiday season approaches, we are reminded of the blessings that are bestowed
on us throughout the year. At Aspen Country Lodge, the pleasures we share year after
year with our Legacy clients are among our most cherished blessings.

And so, as our staff looks forward to spending time with friends and family, we are
also thinking of special friends like you and hoping you are enjoying good health and
good cheer. We take pride in being your home away from home and reserve a special
place in our hearts for the memories we’ve shared with you.
 Thank you for making Aspen Country Lodge part of your annual traditions. Have a
blessed Christmas and a peaceful, joyous, and prosperous New Year.

______________(#2),

Theodore P. Hyde, Owner/Manager

Aspen Country Lodge • 402 Aspen Way • Cold Bluff, CA 98765 • (303) 346-7889

Fax Cover Sheet

You might think that email has surely replaced fax by now, but that isn’t the case in
the business world, at least not yet! You’ll notice that faxes are still commonplace
when a signature is needed, or when a legally binding document (a contract, for
example) is being transmitted. Some industries (such as medical and legal) still rely
on faxes because their transmission cannot be intercepted. When confidentiality is
important, a fax may be your go-to document format.

Your organization may have a fax cover sheet template that all employees use, so look
for this before you send your first fax, as it will make the process much quicker. In
general, fax cover sheets usually have some or all of the following contents:

 Company name or logo

 Date
 Name and fax number of receiver
 Name, fax, and phone number of sender
 Number of pages
 Subject*
 Message*
 Confidentiality Notice

*These are not always included. Use them if you have additional information not
covered by the fax contents.

Example Fax Cover Sheet:

 

FAX                                                                                                       Smith & Sons.

Ltd.

To: James Milford                                                                               From: Leonard

Smith    Fax: (555) 212-0988                                                                           
Fax: (555) 313-0122    Date: 08/09/2015                                                                       
Phone: (555) 401-9876

CONFIDENTIAL                                                                                                           
  Pages: 5

Subject: Employment Contract

Message:

James,

Please sign and return the attached contract at your earliest convenience.
If you have any questions or concerns, please contact my office.

Best Regards,

Leonard.

Short Report
Reports are designed to record and convey information to the reader and can be used
both internally and externally. Reports serve to document new information for specific
audiences, goals, or functions. The type of report is often identified by its primary
purpose, as in an accident report, a laboratory report, or a sales report. Reports are
often analytical or involve the rational analysis of information. Sometimes they report
the facts with no analysis at all. Other reports summarize past events, present current
data, and forecast future trends. This section will introduce you to the basics of report
writing.

Types of Reports
Reports come in all sizes but are typically longer than a page and somewhat shorter
than a book. In this chapter we’re focusing on short reports that would typically be up
to four pages in length. The type of report depends on its function, and different
industries have reports specific to them. For example, science researchers write lab
reports, while incident reports are common in health-and-safety environments.

Reports vary by function, style, and tradition. Within your organization, you may need
to address specific expectations. This section discusses reports in general terms,
focusing on common elements and points of distinction. Reference to similar
documents at your workplace may serve you well as you prepare your own report.
There are many types of reports, but this section will focus on three types common to
the workplace. At times, these may be combined into one longer report.

Type Function

Monitor and control production, sales, shipping,

Progress Report
service, or related business process.

Make recommendations to management and provide

Recommendation Report
tools to solve problems or make decisions.

Present summaries of the information available on a

Summary Report
given subject.

Progress Report
A progress report is used to give management an update on the status of a project. It is
generated at timed intervals (for example, once a month) or on completion of key
stages. It records accomplishments to date and identifies any challenges or concerns.
It is usually written by the project lead and is one to two pages long.

When you write a progress report, begin by stating why you are writing the report:
 Identify what you’ve accomplished
 List any problems you have encountered
 Outline what work still remains

Conclude by providing an overview of the project’s status and what should be done
next.

Recommendation Report
A recommendation report is used to help management make decisions. The goal of
this report is to identify a solution to a problem or suggest a course of action. In it, the
writer might suggest that a procedure be adopted or rejected, assess an unsatisfactory
situation, or persuade decision makers to make a change that will benefit the
organization. For example, the report might suggest ways to enhance the quality of a
product, increase profit, reduce cost, or improve workplace conditions. The intention
of a recommendation report is not to assign blame or be overly critical, but to suggest
improvements in a positive manner. If you’re writing a recommendation report, it may
be helpful to get input from your colleagues.

Summary Report
A summary report is used to give management information. For example, if you work
in the marketing department, your boss might ask you to find out about your
competitors’ online activities so that your company can effectively compete with
them. To do this, you would research your competitors’ websites, social media
profiles, digital advertising campaigns, and so on. You would then distill what you
find down to the key points so that your boss can get the essential information in a
short time, and then decide how to act on it. Unlike the recommendation report, the
summary report focuses on the facts, leaving it to management to decide on a course
of action.

How Are Reports Organized?

Reports vary by size, format, and function. You need to be flexible and adjust your
report to the needs of the audience. Reports are typically organized around six key
elements:
1. Who the report is about and/or prepared for
2. What was done, what problems were addressed, and the results, including
conclusions and/or recommendations
3. Where the subject studied occurred
4. When the subject studied occurred
5. Why the report was written (function), including under what authority, for what
reason, or by whose request
6. How the subject operated, functioned, or was used

Pay attention to these essential elements when you consider your stakeholders. That
may include the person(s) the report is about, whom it is for, and the larger audience
of the organization. Ask yourself who the key decision makers are, who the experts
will be, and how your words and images may be interpreted. While there is no
universal format for a report, there is a common order to the information. Each
element supports the main purpose or function, playing an important role in the
transmission of information.

Ten Common Elements of a Report

Page Element Function

Like the cover of a book, sometimes

1. Cover Title and image a picture, image, or logo is featured
to introduce the topic to the reader.

2. Title Fly Title only Optional

Label, report, features title, author,

3. Title Page affiliation, date, and sometimes for
whom the report was prepared

A list of the main sections and their

4. Table of Contents
respective page numbers
 Informational abstract:
highlight topic, methods, data, and
results
5. Abstract Descriptive abstract: (All of
the above without statements of
conclusion or recommendations)

6. Introduction Introduces the topic of the report

Key elements of body include:

Background
Methodology
7. Body
Results
Analysis and
Recommendations

Indicates the main results and their

8. Conclusion Concise presentation of findings relation to recommended action or
outcome

9. References Bibliography or Works Cited List of citations

May include maps, analysis of soil

10. Appendix Related supporting materials
samples,  field reports, etc.

Here is a checklist for ensuring that a report fulfills its goals:

1. Report considers the audience’s needs

2. Form follows function of report
3. Format reflects institutional norms and expectations
4. Information is accurate, complete, and documented
5. Information is easy to read
6. Terms are clearly defined
7. Figures, tables, and art support written content
8. Figures, tables, and art are clear and correctly labelled
9. Figures, tables, and art are easily understood without text support
10. Words are easy to read (font, arrangement, organization)
11. Results are clear and concise
12. Recommendations are reasonable and well-supported
13. Report represents your best effort
14. Report speaks for itself without your clarification or explanation
 Formatting a Report
Make it easier for your reader to comprehend the information in your report by
formatting your document cleanly. Here are a few guidelines:

 Use 12pt type in a standard font

 Use 1 ½- to 2-inch margins
 Use headings and subheadings to divide the content into clear sections
 Separate paragraphs using white space
 Use visuals (charts, graphs, diagrams, etc.) where they will help in explaining
numbers or other information that would be difficult to understand in text form

Check Your Understanding

FAST: Format, Audience, Style, Tone

Format
When composing your business documents, you will first have to decide which format
best suits your purpose. In the foundations module we learned that the medium is the
message. Similarly in this case, the format you choose for your business document
should also align well with the purpose of your message. For example, an email might
be considered semiformal depending on audience and purpose; a business letter is
usually considered quite formal as are memos, faxes and short reports. Knowing what
you’ve recently learned about the common types of business documents, you must
remain mindful that the format you choose tells the audience something about the
information they will receive and how important or serious it is for them to pay
attention to it.

Once you have chosen the appropriate format for your message, it’s also important to
ensure that the formatting is correct. For example, if you intend to send a memo, it
should not look like an informal email or a business letter; it should contain all the
appropriate elements of a memo that you learned about in the previous section. It
needs to be clear to the reader what format you are using and you can make that
apparent by ensuring the appropriate formatting of your document.

Audience
In the Foundations module you learned the importance of knowing your audience in
order to craft effective communications. That is as true as ever when writing business
documents. Who you are writing to may be one person or many. The format you
choose may make it easy for your document to be accessed by other people (such as
email) and include secondary and hidden audiences. But in business writing, of
course, your primary audience remains central to your messaging. A helpful approach
some communicators use is to try to put themselves in the primary audience’s shoes
and ask, What’s in it for me? or Why should I care? or So what? Identifying the
audience and being aware of their needs will help you draft a document that is more
likely to get their interest.

Style
Style and tone are often considered interchangeable and there are some blurry
distinctions between the two. But for our purposes style refers to elements such as
active versus passive writing, varied sentence lengths, flow, variety of word use, and
punctuation choices. Style gives your writing a type of personality when coupled
together with tone. As with the audience and format, it’s important that the style you
choose matches with the intended purpose of your message.

Tone
Similar in some ways to style, tone refers to the feeling your audience will get when
they decode your document. Here you would ask yourself if your tone is formal,
informal, positive, negative, polite, direct, or indirect. The purpose of asking yourself
this question is to determine whether the tone suits or otherwise enhances the purpose
of your intended message.

The acronym FAST not only helps as a guide to remembering the importance of
selecting the right format, remembering your audience, and ensuring appropriate style
and tone but also helps you remember that in business writing it’s important to get to
the point—fast!

Here is a handy tool you can use as you write to remember to use and incorporate the
principles of FAST.

Conclusion
 This chapter on writing workplace documents began with a review of writing solid
paragraphs that include elements like a good topic sentence, body, and conclusion.
You then learned about how to prepare a workplace document beginning with an
outline and deciding which workplace document to use. You learned about and saw
examples of emails, memos, business letters, fax cover sheets, and short reports.
Finally, you were introduced to the acronym FAST as a tool to stay mindful of your
document and content choices around format, audience, style, and tone.

With this new knowledge you should be well on your way to honing your workplace
writing skills, which will be further enhanced in the next section on revising
workplace documents.
Learning Highlights
Elements of paragraphs

 topic sentence
 body
 conclusions

Workplace Documents

 Emails are an electronic medium often used to send letters, memos, or less
formal written communication.
 Letters are typically quite formal, brief printed messages often used to inform
or persuade customers, vendors, or the public
 Memos are brief documents used internally to inform or persuade employees
about business decisions on policy, procedures, or actions.
 Fax cover sheets must always contain complete information about the contents,
sender, receiver, and number of pages. Faxing is relevant as a secure way to transmit
sensitive documents.
 Short reports can report progress, summarize information, or recommend. They
consist of 10 common elements and are no longer than four pages.

Check Your Understanding

References
Guffey, M. (2008). Essentials of Business Communication (7th ed.). Mason, OH:
Thomson/Wadsworth.
 Lewis, L. (2009, February 13). Panasonic orders staff to buy £1,000 in products.
Retrieved
from http://business.timesonline.co.uk/tol/business/markets/japan/article5723942.ece

Attribution Statement (Writing Workplace Documents)

This chapter is a remix containing content from a variety of sources published under a
variety of open licenses, including the following:

Chapter Content
 Original content contributed by the Olds College OER Development Team, of
Olds College to Professional Communications Open Curriculum under a CC-BY 4.0
license.
 Content created by Anonymous for Effective Means for Writing; in Successful
Writing, published at http://2012books.lardbucket.org/books/successful-writing/s10-
02-effective-means-for-writing-a-.html under a CC BY-NC-SA 3.0 license.
 Content created by Anonymous for Text, Email, and Netiquette; in English for
Business Success, published at http://2012books.lardbucket.org/books/english-for-
business-success/s17-01-text-e-mail-and-netiquette.html under a CC BY-NC-SA 3.0
license.
 Content created by Anonymous for Memorandums and Letters; in English for
Business Success, published at http://2012books.lardbucket.org/books/english-for-
business-success/s17-02-memorandums-and-letters.html under a CC BY-NC-SA 3.0
license.
 Content created by Anonymous for Report; in English for Business Success,
published at http://2012books.lardbucket.org/books/english-for-business-success/s17-
04-report.html under a CC BY-NC-SA 3.0 license.

Check Your Understandings

 Original content contributed by the Olds College OER Development Team, of
Olds College to Professional Communications Open Curriculum under a CC-BY 4.0
license.
 Assessment items created by The Saylor Foundation for the Saylor.org course
BUS210: Corporate Communication, published
 at https://www.oercommons.org/courses/business-administration-corporate-
communication-unit-5-quiz/view under a CC BY 3.0 US license.
 Business Letter Assessment created by The Saylor Foundation for the
Saylor.org course BUS210: Corporate Communication, published
at http://www.saylor.org/site/wp-content/uploads/2012/08/BUS210-Business-Letter-
Assessment-Fixed.pdf under a CC BY 3.0 US license.