| EL 19 TOPICS

📌 The Nature of Technical Writing

📌 Fundamental Characteristics, Functions, and Importance of Technical Writing
📌 Basics and Key Qualities in Technical Writing
📌 Eliminating Weaknesses in Writing
📌 Ethics, legalities, Practicalities in Technical Writing
📌 Importance of Communication
📌 Communication Flows and Elements of the Communication Process
📌 Parts of a Letter
📌 Types of Business Letters
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📌 Gerson’s Guide to Technical Writing
- Technical writing is the resumé that helps get a job and the web page that promotes a company.
- In each case, the technical document must be quantifiable, precise, and easily understood.

Why is technical writing so important?

- Technical writing is not literature; it’s neither prose which recounts the fictional tales of characters nor poetry
which expresses deeply felt, universal emotions through similes and metaphors.
- Technical writing is neither an expressive essay narrating an occurrence nor an expository essay analyzing a
topic.
- Technical writing is not journalism, written to report the news.
- Technical writing does not focus on poetic images, describe personal experiences, or report who won the
basketball game.
- Instead, technical writing is:
— an instructional manual for repairing machinery
— a memo listing meeting agendas
— a letter from a vendor to a client
— a recommendation report proposing a new computer system

Comparison/Contrast: Technical Writing vs. Essays

Components Technical Writing Essays Summary

Development - Uses examples, anecdotes, testimony, - Uses examples, anecdotes, Same for both
data, research testimony, data, research

Grammar - It is important! - It is important! Same for Both

Organization - Provides an introduction, body, and - Provides an introduction, Similar in some

conclusion thesis statement, body ways, different in
- Uses a subject line vs. a thesis and paragraphs, transitional others
itemization of points vs. transitional words, and topic sentences
words
- Uses topic sentences only when
needed, dependent upon the type and
length of correspondence

Style - Uses short, denotative words; short - Uses longer, connotative Different
sentences; and short paragraphs words; longer sentences;
and longer paragraphs

Document - Uses highlighting techniques, such as - Not usually a factor Different

Style graphics, headings, subheadings,
various fonts, white space, bullets, etc.

Five Components of Writing

1. Development
- If you have been teaching your students to develop their essays using such traditional means as examples,
anecdotes, testimony, data, and research, then teaching technical writing will not be a strain. The same
development techniques are applicable when the students write memos, letters, and reports.
2. Grammar
- Grammar is important in essays. It might be more important in technical writing. Whereas errors often can
hide in longer essays, those same errors loom large in one-page memos or letters.
 - In a survey (Gerson) of over 700 technical writers (coast to coast) asked to list important aspects of
correspondence, 98% ranked correct grammar as an essential component of successful writing.
- Grammar is not merely the concern of English teachers. Professional writers and business people perceive it
as essential.
3. Organization
- Essays employ topic sentences, transitions between and within paragraphs, and a thesis statement. Technical
writing usually does not. In a memo, letter, or report, the thesis would be replaced by a subject line. The
different aspects of organization help distinguish technical writing from essays.
- Since paragraphs are shorter in technical writing (often between one to three sentences) than in many
essays, topic sentences are less important. Transitional words and phrases in an essay can be replaced by
an enumerated list, by a list of bullets, and/or by headings and subheadings.
4. Style
- Essays and technical writing differ in style. Essays use longer words, complex sentences, and detailed
paragraphs. Technical writing, on the other hand, uses short words, simple sentences, and brief paragraphs,
often with visual aids like charts.
- This difference is driven by the audience and purpose. Technical writing is meant for readers who want to
quickly complete a task, not for enjoyment. It needs to be concise to help readers finish efficiently, as seen in
scenarios like assembling a toy late at night.
5. Document Design
- Document design refers to the physical layout of the correspondence. Essays consist of words, words, and
more words, separated by indentations to create paragraphs. Technical writing, in contrast, uses highlighting
techniques and graphics for visual appeal to help the reader access and understand the data.

📌 The Nature of Technical Writing

- Technical writing is communication written for and about business and industry, focusing on products and
services: how to manufacture them, market them, manage them, deliver them, and use them.
- Technical writing is written:
(1) In the work environment (in the office, from 8:00 to 5:00, not counting overtime)
(2) for supervisors, colleagues, subordinates, vendors, and customers

- Technical writing, which must be understood easily and quickly, includes:

(1) memos and e-mails
(2) Letters
(3) Reports
(4) Instructions
(5) brochures and newsletters
(6) the job search
(7) web pages
(8) Flyers
(9) PowerPoint presentations
(10) Graphics

> Technical Writing…

- is not literature; it’s neither prose which recounts the fictional tales of characters nor poetry which expresses
deeply felt, universal emotions through similes and metaphors.
- is neither an expressive essay narrating an occurrence nor an expository essay analyzing a topic.
- is not journalism, written to report the news.
- does not focus on poetic images, describe personal experiences, or report who won the basketball game.
- is an instructional manual for repairing machinery
- is a memo listing meeting agendas
- Is a letter from a vendor to a client
- Is a recommendation report proposing a new computer system.

> Importance / Purpose of Learning Technical Writing

1. Once students are employed, will they have to write on the job?
- The answer is a resounding YES. One reason for teaching technical writing is so students will know the types
of documents they will write on the job.
 2. When our students are employed and have to write on the job, will they write essays?
- The answer is no. Our students, when employed, will not write essays at work.
- They will write essays while working on their college degrees; they might even be asked to write an essay on
their job application when applying for work. However, once the job begins, essays end.

3. What takes the place of the essay?

- The answer is technical writing—memos, letters, reports, e-mails, proposals, instructions, and even web
pages. That’s why technical writing is important.
- Technical writing is the type of written communication that our students will be responsible for on the job.

4. Is technical writing a necessary component of every employee’s professional skill?

- Daily, newspapers tell us that employers want to hire people who can communicate effectively, both in writing
and orally. Career counselors reiterate this.
- We are told that on the job, an employee will spend at least 20 percent of his or her time writing. This number
increases as an employee’s responsibilities increase.
- Managers spend up to 50 percent of their time writing. CEOs spend between 80 and 100 percent of their
workweek communicating.

5. How does technical writing compare/contrast to traditional essays?

- Technical writing is different from other types of written communication.

6. Does that mean, therefore, that you must relearn all your teaching skills to accommodate this new
communication beast?
- Absolutely not. Many of the writing skills you already teach apply to technical writing. Others are less valid.

7. But what about our college-bound students? Why would they need technical writing?
- College typically lasts four to six years, and the K-12 education system should focus on preparing students for
both college and their future careers. This includes teaching essay writing as well as technical writing skills
that are essential for various jobs.
- Career and technical education students, such as mechanics and office assistants, will benefit from learning
to write technical documents. Similarly, students pursuing associate and bachelor degrees—who will become
professionals like computer programmers, engineers, and doctors—also need to develop skills in writing
memos, letters, and reports for their careers.

📌 Fundamental Characteristics, Functions, and Importance of Technical Writing

> Fundamental Characteristics of Technical Writing
1. Concrete Language – concrete words are preferred over abstract words. If ever an abstract term is used, it
must be supported by concrete details.
2. Denotative Language – favors the use of a dictionary or lexical meaning of a word.
3. Objectivity – strives for objectivity, an impartial, impersonal, or unemotional weighing of evidence and
information.
4. Targeted for defined audience - defining the target audience helps the writer know what to write about and
how to write it.
5. Style – technical writing adopts a different style from literary writing. An effective style must be economical,
clear, concise, and concrete.
6. Common Format – adhere to the use of standard layouts and formats.

> Functions of Technical Writing

1. To provide the necessary information
2. To serve as a basis for management discussion
3. To give instructions
4. To discuss techniques
5. To analyze problem areas
6. To identify systems requirements
7. To develop and promote a product
8. To report achievements
9. To provide public relation
 10. To provide services
11. To provide reports to the stockholders of companies
12. To obtain business transactions through proposals

> Importance of Knowledge in Technical Writing (Kurtus, 2003 )

- In your role as a technical writer, you must be both knowledgeable and skilled in your profession. You can’t do
a good job in writing if you don’t know the rules of writing, the subject matter, and how to use writing tools.
- Being skilled allows you to do your work better and enhances your career. You gain knowledge and skills
through the application of what you learned.

Knowledge and Skill

- Being knowledgeable means you are well-informed about writing techniques, the subject matter, and the tools
to use. This knowledge can come from schooling and more often from on-the-job experience.
- Being skilled means you know how to write effectively and use the available writing tools. It is the application
of your knowledge. This means learning how to write using the commonly used tools.

Importance of being Knowledgeable

- If you know how to write effectively and how to use the required software, you can do your job with less effort
and more quickly.
- Having knowledge and skills makes you feel better about yourself. Your esteem grows proportionate to the
ease at which you can perform your job.
- Being knowledgeable is important in doing excellent work and in being valuable to your employer. And that
perceived value can result in raises and promotions.
- Applying your knowledge helps to show your character and even helps reduce work-related stress to the
benefit of your health.

> Technical Writing Skills to Master (Ballen, 2022)

1. Technical Knowledge: To write effectively about complex topics, you must understand the subject matter
well. This includes knowing the terminology and basic understanding of the concepts involved.
2. Clear and Concise Writing: Technical writing is often complex and difficult to understand. Your goal should
be to present information clearly and concisely so that it’s easy for people to understand.
3. Organizational Skills: To write effectively, you need to be able to organize your thoughts and ideas. This
includes structuring information in a way that’s easy to follow and understand.
4. Research Skills: Technical writers often need extensive research. This means being able to find reliable
sources of information and being able to evaluate that information to determine what’s relevant and what’s
not.
5. Editing and Proofreading Skills: Once you’ve written your document, it’s important to edit and proofread it to
ensure it’s free of errors. This includes checking for grammar mistakes, spelling errors, and typos.

> How Can You Improve Your Technical Writing Skills? (Ballen, 2022)
1. Read as much as you can. Reading is a great way to improve your understanding of complex topics. When
you’re reading, pay attention to how the author presents information and try to imitate that style in your own
writing.
2. Write regularly. The more you write, the better you’ll become at technical writing. Set aside time each day to
practice your skills, and you’ll see a marked improvement over time.
3. Get feedback. One of the best ways to improve your writing is to get feedback from others. Find a friend or
colleague who can read your work and offer constructive criticism.
4. Use tools and resources. There are many great tools and resources available for technical writers. Check
out some of the links below to learn more about this field. So, that’s a quick introduction to technical writing.
As you can see, it’s an important field used in various industries. And remember, practice makes perfect, so
keep writing!

📌 Basics and Key Qualities in Technical Writing

> Basics of Technical Writing
1. Choosing the Right Word
- Using precise words requires the technical writer to have an exact knowledge of the meaning of the words.
For example, you will know the difference between ability and capacity, adjacent and contiguous, affect and
effect, alternative and choice, anticipate and expect, apparent and obvious, etc.
 2. Making your Message Convincing
- The purpose why we write is to convince the readers, that the message is original, sensible and sincere.
Observe the following suggestions to make your message more convincing.
(a) Avoid triteness. This means that technical writers should not use worn-out phrases or clichés such
as "first and foremost," "last but not least," "it is interesting to note," "needless to say," etc.
(b) Avoid Slang. Slang means an informal nonstandard vocabulary (Webster's Tenth New Collegiate
Dictionary). Slang words are not appropriate to use in technical writing.
(c) Avoid overstatement. This means never exaggerating the statement to make a point. For instance,
"If you try mountain hiking, you will find it to be the most memorable experience of your life"
(overstated). You need to revise it this way, "If you try mountain hiking, you will treasure it."
(d) Avoid unsupported generalization. This means that you included statements that are not proven to
be true. Example: Television is rotting everyone's brain. To revise this, Many authorities argue that
television is one cause of declining literacy.
(e) Avoid euphemisms. Euphemism is the expression that aims at politeness or making unpleasant
statements less offensive. Instead of saying, being laid off, terminated, fired, this can be expressed
this way, the company is downsized or workers are surplused.

3. Making your Language Precise

- This means that what the writer says is what he means. The wrong choice of words can be disastrous. Did
you walk, stroll, or shuffle to the party? No two words are the same. Don't use one word when you mean
another. Example: (Faulty) Prices hope to be held down by building a smaller engine. (Can prices hope and
build?) To revise this, it goes like this, manufacturers hope to hold prices down by building a smaller engine.

4. Making Your Writing Concrete and Specific

- Writers should always use words that are specific and concrete so that their message will be straightforward
or clear to the readers. Instead of saying animal, you may say poodle (a specific breed of animal), instead of
saying professional, you may use registered teacher, instead of using color, why not use red.

5. Keep the Language Simple

- As much as possible, writers should use simple words that ordinary person can understand easily. Instead of
using utilize, this can be replaced by use. Instead of using to endeavor, use to try, instead of using cogitate,
use think.

> Key Qualities of A Technical Writer

- According to Akinci (2017), a technical writer is someone who writes technical documents such as user
guides, software manuals, and online help for technical products.

> The following are the qualities of a technical writer:

(1) Love for Technology
- Love of technology and software, and the ability to upgrade one’s technical skills regularly.
- A good technical writer is someone who has a love of technology.
- They need to be able to understand the technology that they are writing about, to be able to explain it
in a way that others can understand.
- They also need to be up-to-date on the latest trends and developments in their field, so that they can
write about them in a way that is accurate and informative.

(2) Love for Writing

- Ability to write, simply, without the pride of authorship.
- A good technical writer also understands the importance of plain writing.
- They know that it is important to write in a way that is easy for readers to understand, without using
too much technical jargon.
- They also know how to use graphics and other multimedia elements to help explain technical
concepts clearly and concisely.

(3) Problem-Solving
- Love for solving puzzles and finding solutions to problems.
- A good technical writer needs to have strong problem-solving ability.
 - They need to understand what problems might come up while they are writing, and how they can
solve them if they do. This will help them deliver the content on time, and avoid any mistakes that
could bring their project down.

(4) Learning New Things

- Courage and appetite to learn new things fast.
- Every technical writer is well aware that “the more you learn, the better your writing becomes.”
- As technical writers, we constantly need to be learning and developing our skills. Even technical
writers who’ve been in the field for a long time probably aren’t experts at everything they write about.
There’s always something new to learn, and as technical writers, we should always be seeking out
new information and ideas to improve our technical writing skills.

(5) Love of Order

- Love of order, structure, and hierarchy. Allergy for ambiguity and disorder.
- This includes organizational skills like the ability to organize and schedule work, the ability to use
Excel for project record-keeping, accountability, and transparency.
- One of the qualities of a good technical writer is an appreciation for order. This means keeping your
work tidy and well-organized, both on paper and in your head. When everything is in its place, it’s
easier to find what you need and to make changes when necessary.
- In addition, a neat and orderly document looks more professional and always creates higher user
satisfaction, which is the main goal of technical communication.

(6) Listening Skills

- The ability to listen carefully is essential in any workplace.
- Being a technical writer has its advantages. It can be exciting to jump into something new every day,
and technical writers are allowed to work in an environment where they constantly learn new things.
- However, technical writing is more than just filling up technical manuals with information; it’s about
listening to client’s requirements, understanding the technicalities of the subject matter, and conveying
that information to readers in a manner that is easy to understand.
- How you present technical content has an impact on how easily it can be understood by technical
users.

(7) Team Player

- Ability to get along well with others in a team environment.
- Most of the time, even if you are an alone writer working remotely, you will need to be able to work
well within a team.
- As a technical writer, you will often be communicating with engineers, product managers, project
managers, and other stakeholders to gather information and compile documents. You need to be able
to effectively communicate with these individuals to gather the necessary information and produce
high-quality documentation.

(8) Appreciation of Others

- Ability to appreciate with a glad heart what smart people around you are accomplishing.
- In order to be a good technical writer, it is important to appreciate the work of others.
- When you understand the importance of everyone’s role in producing a final product, it becomes
easier to put forth your best effort. You learn not to take things for granted and to be more willing to
ask for help when needed. This also leads to a better working environment and a more cohesive
team.

(9) Endless Curiosity

- Endless curiosity about how the world works and how one can improve one’s company and
community.
- To be a good technical writer, one must have endless curiosity. This means that you must be
inquisitive and always want to learn more. As a technical writer, you are responsible for conveying
complex technical information in a way that is easy for others to understand. This requires being able
to understand the technology yourself and then finding the best way to explain it to others.
- In order to do this, you must be able to ask the right questions and have a desire to find the answers.
You must also be willing to keep learning, even after you have obtained a certain level of knowledge.
 Technology is always evolving, so you must be prepared to continually update your understanding of
it.

(10) Insistence on Accuracy

- An unconditional insistence on accuracy. Refusal to accept mediocrity.
- In technical writing, the language is very important. Unless you were to use symbols instead of words
for technical manuals, technical writers must be 100 percent accurate in their technical writing.
- A technical writer should have an excellent vocabulary and command of grammar so that readers can
understand technical information clearly from how it is written. Such qualities also make technical
documentation more readable and concise. The technical writer’s job is to make sure that the reader
understands the information, so if there are any inconsistencies in the language, it can lead to
confusion on the part of the reader.
- In addition, the content of the documents, i.e., the procedural steps, figure captions, table content, etc.
must be accurate as well. No matter how well a document is written, if the information it shares is not
accurate, then it’s worth nothing.

- Technical Knowledge. Technical writers need to understand what they’re writing about. They must know the
background of their subject and how it works so that they can explain it clearly to readers

- Industry Knowledge. Technical writers must also be familiar with the industry their writing pertains to. They
need to know the terminology and what is generally accepted within that industry.

- Technical Writing Skills. Technical writing is a specific genre with its own set of rules. A good technical
writer must be familiar with the rules and how to apply them to technical writing situations

📌 Eliminating Weaknesses in Writing

1. For Nouns and Verbs. Simplify complex nouns, look for nouns that can be changed to strong verbs, use
specific nouns rather than general ones, reduce the number of linking verbs, and use active verbs.

2. For Vocabulary. Cut jargon, reduce the number of multisyllabic words, and use vocabulary appropriate to the
audience.

3. For Sentences. Strive for average sentences, vary the sentence length, be careful to use compound subjects
and verbs, and use subject-verb-object word order.

4. For Content. concentrate on specific rather than abstract, get to the message quickly, and organize thoughts
into logical order.

5. For Style. Eliminate these, write in short paragraphs, put words that demand emphasis on the sentence, use
only simple or compound sentences, and do not overuse transitional words or phrases.

6. Avoid Weak Phrases.

Weak Better
wealthy business person – tycoon
business prosperity – boom
carrying a child – pregnant
long years – years
one-year-old boy – one year of age boy

7. About Genderism. Writing requires us to refrain from using terms that discriminate or show biases in the
treatment of males and females. Neutral terms should be used to manifest fairness and equality among
people.
Bias Fair
if a woman drives – if a person drives
Businessman – businessperson
Man-made – artificial; synthetic; manufactured
Manpower – human power; workforce
Chairman – chairperson
 Salesman – salesperson; sales clerk
Foreman – construction supervisor

8. About Wordy Phrases

Wordy Better
Consensus of opinion – consensus
At this point in time – at this time; now
Please kindly do this – kindly do this; please do this
Pleasant good morning – pleasant morning; good morning
Attached herewith – attached here is; herewith is
Kind consideration – consideration; kindness

9. Sentence Upgrading Strategy

Ordinary Upgraded
She is beautiful – She exudes beauty
The customer was sick – The customer got or felt sick
Your voice is familiar to me – Your voice sounds familiar to me

10. About Voice of the Verb. Use active voice for clearer and more direct communication, especially in technical
and business writing.
(a) Active Voice: The subject performs the action (e.g., "The manager approved the budget.").
(b) Passive Voice: The subject receives the action (e.g., "The budget was approved by the manager.").

> Examples:
(1) To emphasize the receiver of the action more than the doer:
- Prefer (Passive) - The thirteenth month's pay is now being computed.
- Avoid (Active) -The treasurer is now computing the bonus for this year.
(2) To hide the names or identities:
- Prefer (Passive) - The program was assessed poorly.
- Avoid (Active) - The participants from private company assessed the program as
poor.

11. About Writing Numbers in Documents.

(a) A sentence shall never start with a number.
> Example:
- Correct - Sixty customers paid in full.
- Wrong. 60 customers paid in full.

(b) If there is only one digit in the sentence, it will be written in words. But, in case a single digit is
accompanied by two or more digit numbers in the same sentence, that single-digit number shall be
written in the figure.
> Examples:
- We need to purchase four printers for the employees.
- We will buy 20 photocopying machines and 10 scanners.

(c) Spell out or write in words if the number represents time and is accompanied by the word o'clock. But
if not, write it in the figure.
> Examples:
- I will deliver these orders at eleven o'clock 2. She calls me at 6:30 PM

(d) Spell out if those names are places from 1-12.

> Examples:
- I reside at Second Avenue, Taft Street, Quezon City.
- She crossed at Twelfth Street, Mango Avenue, Cebu City.

(e) Write in words the first number when two numbers are placed together in the same sentence.
> Examples:
- I need six 20-peso bills.
 - She has two 1000-peso bills.

12. The Use of Goobledygook. It is the unnecessary use of long words and stuffy style in communications that
complicates the message of a letter or memorandum and makes it less understandable or readable to the
receiver. About this, a memorandum written by Arthur M. Schlessinger, Presidential Assistant to John F.
Kennedy mentioned that every presidential message should be:
(1) in English
(2) clear and trenchant in style
(3) logical in its structure, and
(4) devoid of gobbledygook. (Bernad, 2006)

> Here are some gobbledygooks and their meanings:

Goobledygook Better
aerodynamic personnel decelerators – parachutes
interlocking slide fasteners – zippers
wood interdental stimulators – toothpicks

📌 Ethics, legalities, Practicalities in Technical Writing

> Ethics, Plagiarism, and Reliable Sources (Hamlin, Rubio & De Silva, 2015)
Professional ethics
- To build and maintain credibility in your writing, it's essential to establish a strong professional reputation. This
can be achieved by using appropriate language, citing reliable sources, providing solid evidence, and using
logical arguments.
- Always assess the credibility of your sources, checking if they are peer-reviewed, scholarly, and based on
sound reasoning. Be cautious of biased or unreliable information, and ensure you're a wise consumer of
information to develop a reputation as an honest, ethical writer.
- Quoting others' work in your writing is fine as long as you properly credit the source so readers can find it.
Failing to attribute correctly can hurt your credibility. To avoid this, always note the full source immediately
when copying or taking notes.
- Properly crediting sources builds credibility and improves your work. Additionally, writing in your own voice
makes your content more engaging and boosts your confidence. Just as in business, honesty is key in writing
—both in giving credit and in creating your own authentic work.

Ethics
- Ethics are a set of values or beliefs we use to govern ourselves.
- Our ethics are based on moral ideals of what is believed to be "right" and "wrong" and inform and influence
the way we Interpret information, think, and act.
- Ethics are important in everything, including communication. A document can explain its purpose well,
address its audience correctly, and look very appealing. However, an unethical document puts the reader at a
disadvantage, not allowing him/her to make the best decision.
- In a multicultural society, we live in a world with multiple ethical standards. Ethics aren't always governed by
laws or clearly stated, but they greatly impact relationships and business practices.
- Effective business communication can be complex because you need to consider ethics from legal, business,
and cultural perspectives.
- What’s acceptable in one context may not be in another. It's crucial in business to recognize when actions or
behaviors may be unethical.

> Good ethical communication Includes the following:

(1) Legality - The laws and regulations of the profession are followed.
(2) Honesty - Truthful and accurate information is provided to the best ability Permission is obtained before using
another's work. Work is not done outside the job scope of the client or employer.
(3) Confidentiality - Business-sensitive information is disclosed only with the consent of the client or employer or
when legally required.

📌 Importance of Communication
> Importance of Communication
 1. Communication is needed for the employees to express their problems to their fellow workers and to the
management, and in turn, management cannot also communicate and cannot give instructions to their
employees.
2. Communication helps accomplish all the basic management functions such as planning, organizing, directing,
and controlling so that organizations can achieve their goals and overcome problems.
3. When communication is effective, it tends to encourage better performance and job satisfaction.

An effective and efficient communication system requires managerial proficiency in delivering and receiving
messages. A manager must discover various barriers to communication, analyze the reasons for their occurrence,
and take preventive steps to avoid those barriers. Thus, the primary responsibility of a manager is to develop and
maintain an effective communication system in the organization.

📌 Communication Flows and Elements of the Communication Process

> Elements of the Communication Process:
1. Message. It is the body of information that creates the communication process. Without this element, no
communication takes place.
2. Sender. The source of the message has the full authority to explain or decode the meaning of the information
created.
3. Channel/ Media. It is the way, passage, or route through which the message is carried or transmitted by the
sender to the receiver. There can be various forms of media-to-face communication, letters, radio, television,
e-mail, etc.
4. Receiver. The party who accepts the message that has been sent. For example, subordinates are receivers.
5. Feedback. It is the response by the receiver. It marks the completion of the communication process. It reveals
the effectiveness of the communication undertaken. This also tells whether the message is accepted
favourably or unfavorably
6. Noise. It is the interference or hindrance in the process of communication. can take place at any step in the
entire process. It reduces the accuracy of communication.

> Communication Flows in an Organization (Juneja, 2015)

1. Downward Communication: Information flows from higher levels of the organizational hierarchy (such as
managers or executives) down to lower levels (such as employees). It often involves instructions, policies, and
feedback. Downward communication is used by the managers for the following purposes:
(1) Providing feedback on employees' performance
(2) Giving job instructions
(3) Providing a complete understanding of the employees' jobs as well as to communicate them how their
job is related to other jobs in the organization
(4) Communicating the organization's vision and mission to the employees
(5) Highlighting the areas of attention
Ex. Organizational publications, circular letters to employees, group meetings

In order to have effective and error-free downward communication, managers should:

- Specify communication objective
- Ensure that the message is accurate, specific, and clear.
- Use the best communication technique to convey the message to the receiver promptly

2. Upward Communication: Information moves from lower levels (employees) up to higher levels (management
or leadership). This includes feedback, reports, and suggestions from employees to their superiors.
Ex. Grievance Redressal System, Complaint & Suggestion Box, Job Satisfaction surveys, performance
reports, employee attitude surveys, and letters from employees. employee-manager discussions etc.

3. Lateral Communication: Also called horizontal communication, this flow occurs between individuals or
departments at the same organizational level. It facilitates coordination, collaboration, and problem-solving
among peers. The advantages of horizontal communication are as follows:
- It is time-saving
- It facilitates the coordination of tasks
- It facilitates cooperation among the members of the team
- It provides emotional and social assistance to the members of the organization
 - It helps in solving various organizational problems
- It is a means of information sharing
- It can also be used for resolving conflict in any department or in the whole organization.
Ex. employees collaborating to plan a joint campaign, sharing updates and ideas between their teams

4. Diagonal Communication: Information flows between different levels and departments, crossing both
hierarchical and functional lines. For example, a lower-level employee from one department communicates
directly with a senior manager in another.
Ex. A customer service representative communicates directly with a senior finance officer to clarify a billing
issue, bypassing the normal hierarchical structure of their departments.

5. External Communication: This involves communication between the organization and external parties, such
as customers, suppliers, or stakeholders, and includes marketing, public relations, and customer service
interactions.
Ex. The public relations team sends out a press release to media outlets about the launch of a new product,
or a customer service team handles queries from clients via email or phone calls.

📌 Letter (Definition, Parts, & Characteristics)

> What is a letter?
- Written communication
- Written message
- Correspondence

> Characteristics of Effective Letters

The good features of written communication depend on how the writer follows the rules and guidelines in writing
(Bouing, 2006). There are six characteristics of effective letters:
(1) Correctness.
(2) Conciseness.
(3) Completeness.
(4) Courtesy
(5) Visual Appeal
(6) Tone Appeal

> Parts of a Letter

- Full-block style
- Aligned left (except for heading)
- No indention
- All 1-inch surround margin

1. Heading / Letter Head

- The topmost part of the paper
- 1-inch margin from the edge of the paper
- Topmost center located

(1) First Line - Name of Institution / Corporation represented by the writer (N/A if unemployed)
(2) Second Line - Business Address
(3) Most letters have logos

2. Date / Dateline
- Specifies when the letter was written
- Three single spaces after Heading

3. Inside Address
- Three single spaces after the Dateline

(1) First Line - Complete name of the Addressee

- all caps and bold
- title and name
 (2) Second Line - Position
(3) Third Line - Name of the Company
(4) Fourth Line - Business Address (Street Address)
(5) Fifth Line - General Address w/ zipcode

4. Salutation
- Greetings of the letter
- Usually with "Dear" (only if the letter is personal)
- Simply use Sir/Ma'am/Madam
- Follow the salutation with a colon (:) if it’s a formal letter
- Follow the salutation with a comma (,) if it’s a personal letter
- Three single spaces after the Inside Address

5. Body of the Letter

- Longest part
- Text of the message
- No indention whatsoever
- Three single spaces after the Salutation
- Single space within the paragraph
- Two single spaces in between paragraphs if the letter is lengthy
- Three single spaces in between paragraphs the letter is short

(1) Introduction - purpose of the document

(2) Body - jist of the content, brevity is vital
(3) Conclusion - articulates the main point, expresses gratitude, and offer of help

6. Complimentary Close
- Three or two single spaces after the body of the letter
- Only the first letter of the complimentary close is capitalized
- Comma (,) after the close

7. Signature / Sign Off

- Four single spaces after Complimentary Close
- Printed name of the writer (all caps)
- Affix signature above printed name (No signature is invalid)

> Additional Parts (not always necessary)

8. Attention Line / Through Line
- Found between the inside address and salutation
- Write as: "Attention (name)"
- Specified audience/subject of the letter
- Used only when needed
- Channeling of information

9. Enclosure
- Where attached documents are indicated

📌 Types of Business Letters

1. Inquiry Letter
- Purpose: To request information or clarification from an individual or organization.
- Common Uses: Used by businesses to gather details about products, services, pricing, policies, or job
opportunities.

2. Letter of Reply
- Purpose: To respond to an inquiry or request.
- Common Uses: Provides the requested information or clarification, addressing the sender's concerns or
questions directly.
3. Order Letter
- Purpose: To place an order for products or services.
- Common Uses: Used by businesses or individuals to specify the items being ordered, including quantities,
prices, and delivery instructions.

4. Letter of Acknowledgement
- Purpose: To confirm receipt of a document, payment, or information.
- Common Uses: Often used in business to acknowledge applications, orders, payments, or complaints,
assuring the sender that their correspondence has been received.

5. Claim/Complaint Letter
- Purpose: To express dissatisfaction with a product or service and request resolution.
- Common Uses: Used by customers to formally address issues, such as defective products or poor service,
seeking compensation or corrective action.

6. Adjustment Letter
- Purpose: To respond to a claim or complaint, providing a resolution or explanation.
- Common Uses: Used by businesses to address customer grievances, offering solutions, apologies, or
compensations.

7. Letter of Directives/Instructions
- Purpose: To convey specific instructions or guidelines.
- Common Uses: Commonly used within organizations to inform employees of new policies, procedures, or
operational changes.

8. Reservation Letter
- Purpose: To request a reservation for services such as travel, dining, or accommodations.
- Common Uses: Used by individuals or organizations to secure bookings, specifying details such as dates,
number of guests, and preferences

9. Confirmation Letter
- Purpose: To confirm arrangements, such as meetings, appointments, or reservations.
- Common Uses: Used to ensure all parties have agreed on the specifics, including time, date, location, and
agenda.

10. Recommendation Letter

- Purpose: To endorse an individual’s qualifications, skills, or character.
- Common Uses: Often used for job applications, academic admissions, or scholarship opportunities,
highlighting the individual's strengths and achievements.

11. Invitation Letter

- Purpose: To invite individuals to events or gatherings.
- Common Uses: Used for personal or professional events such as weddings, parties, meetings, or
conferences, providing details about the event.

12. Subscription and Resignation Lette

- Purpose: To subscribe to or cancel a subscription service.
- Common Uses: Used to request a subscription to a magazine, newsletter, or service, or to formally resign
from a service, membership, or position.

13. Goodwill Letter

- Purpose: To express gratitude, appreciation, or goodwill.
- Common Uses: Used to strengthen relationships with customers, clients, or employees, often following a
successful transaction or after providing exceptional service.