Applications in Technical Writing

Course Instructor: Uzma Atif

Business Writing
is technical
communication
or technical
writing.
First, What is Business Writing?
Business writing is workplace writing, which is a
form of technical writing.

Workplace writing is generally persuasive writing.
Example 1: A Resume to persuade a potential
employer to offer an interview

Example 2: A Findings Report to persuade
employees to follow certain policies or procedures
in order to improve performance or correct errors
or problems.

Some Types of Workplace Writings
Business Letters (most common formal letter to an external recipient)

E-mail Transmissions (A more informal business message than a
business letter that is sent electronically to one or more recipients, within
or external to the business).

Memoranda /memorandum (A more informal style of a business letter that
is usually sent to one or more business colleagues employed within the
same business unit or company)

Reports (financial, audit, or statistical report that identifies the specific
problem and presents collected data, research, or recommendations for
the change process (re-engineering process.)

Contracts (binding agreements or proposals between two or more parties
that can become legal documents if they include an offer that is accepted.)

Manuals (a written set of instructions, procedures or policies)

PowerPoint (a soft-ware generated, visual slide show, with animation
options, that hosts a set of notes or bulleted points, an agenda, or other
information that supports a discussion).
General Business Tip . . .
Generally, it is an
expected and common
business practice to keep
photocopies / hard
(paper) copies of any
communication you send
to another person
regarding any business
matter.
Business Writing:
Technical or Workplace Writing.
Definition of Technical Writing:
Writing that transfers information about a situation,
product, service, or concept . . . to audiences of
varying levels of technical knowledge, so that each
member of the audience clearly understands the
message.

The word technical means skilled, specialized, and
strict.

Technical writing follows rules and protocols.






Source: The Institute of Technical Communication (workshop) June, 1998
How to Create Effective
Technical or Workplace Writings:
1. Focus on the purpose of your writing
2. Focus on your readers (Audience)
3. Satisfy document requirements (Documentation style; visuals; data)
4. Get to the point. (Concise, uncluttered sentences)
5. Provide accurate information (Research)
6. Present your material logically
7. Express yourself clearly (Grammar; Proofreading)
8. Use efficient wording (Word Choice)
9. Make your ideas accessible (Clarity)
10. Use lists for some information (organized bullets)
11. Format your pages carefully (be neat and leave white space)
12. Manage your time efficiently (Meet deadlines)
Pay attention to Word Choice
The following is a short list of common word
choice
mistakes to watch out for in business writing.

affect, effect -- Affect is usually a verb meaning "to influence."
Effect is usually a noun meaning "result." The drug did not affect
the disease, and it had several adverse side effects.
Effect can also be a verb meaning "to bring about." Only the
president can effect such a dramatic change.

a lot -- A lot is two words. Do not write alot. We have had a lot of
rain this year.

Data -- Data is the plural for datum, which means "a fact or
proposition." New data suggest (not suggests) that our theory is
correct. The singular (datum) is rarely used.
(the words media and staff also are treated as plural nouns)

Pay attention to Word Choice (cont.)
farther, further -- Farther describes distances. Iowa
City is farther from Chicago than I thought. Further
suggests degree. You extended the curfew further
than you should have.

Firstly -- Firstly sounds pretentious, and it leads to
the ungainly series firstly, secondly, thirdly,
fourthly, and so on. Write first, second, third
instead.

kind of, sort of -- Avoid using kind of or sort of to
mean "somewhat." The movie was a little (not kind
of ) boring. Do not put an a after either phrase. That
kind of (not kind of a) salesclerk annoys me.
Pay attention to Word Choice (cont.)
principal, principle -- Principal is a noun meaning "the head of a
school or organization" Or "a sum of money." It is also an
adjective or meaning "most important." Principle is a noun
meaning "a basic truth or law."
Example: The principal expelled her for violating several
principles expressed in the school handbook.
Example: We believe in the principle of equal justice for all.

regardless, irregardless -- Irregardless is nonstandard. Use
regardless. Example: Regardless of what you think,
conversated is slang and the correct word is conversed.

try and -- Try and is nonstandard for try to. The teacher asked
us all to try to (not try and) write an original haiku.

Formatting a . . .
Business
Memo
What should you know about
Business Memos? They . . .
almost always are used within an organization
usually are informal in style
are short and to-the-point
have a direct tone / language
have a business tone / no slang or jokes
do not require a salutation (formal greeting)
do not have a complimentary closing as does a business letter (END)
have a format very different from a business letter
may address one person or a group of individuals

Examples: To: Mr. John Doe, CEO of Pepsi
or
To: All Student Support Services Participants

Source: http://oregonstate.edu/dept/eli/buswrite/memos.html
Memo Sample 1
College of Business Administration Business Communication


Memorandum

To: CBA Students

From: Dale Coattail

Date: September 10, 2007

Re: How to Write a Memo

Your instructor has asked you to write a memo, which is the most common form of written communication in business. In order to perform this
task successfully, you should conform to general business standards of content, format, structure and language use. Regarding Content,
the first rule of writing a good memo is "Get to the point!" The second rule is "Know what your purpose is." Before you start writing, be sure
that you know what your "answer" is to the boss's or colleague's question. Don't include all your thinking in the memo. While several pages of
thinking might get written as you come up with the answer, the memo includes only the answer. Citations, financials, or justifications that must
be available to the reader can be added as appendices or written as a separate, formal report. The memo should include only those ideas that
are required for the reader's action or decision.

Format
This memo is an example of memo format. Note especially the routing information, the use of headings, and the single spaced block
paragraphs. If your memo looks like a memo, there's a better chance a business reader will take your ideas seriously. If you are working in a
CBA lab, the easiest way to duplicate the proper memo format is to use a template. (Select "new" from the File MENU and select the "memo"
tab on the dialogue box.)

Structure
The typical memo is only 2 or 3 paragraphs and fits on one page. The first paragraph summarizes the gist of the whole memo, then the main
points are covered in the same order they were previewed. Again, this memo provides an example of the typical structure.

Language Use
A memo is often less formal than a letter, but should still be written with a businesslike tone. You can be friendly, but not cute. Your
professional image depends on perfect spelling and grammar, but you can usually get away with a few "down home" expressions. Edit for
wordiness and get directly to the point. Use language to communicate your ideas effectively and efficiently. (END)

cc: Your Instructor


Executive Summary or
Introduction
Headings w/ routing
information
Special notation
Start the Body / Body Headings
In short, for a Business Memo . . .
Use block format (no indents).
Single space the text.
Use 10 or 12 point font size.
Business may require use of letterhead.
Margins may vary, depending on letterhead style of if letterhead has a
business address side bar, as this example shows.


BODY OF THE MEMO
Memorandum (heading)
To:
From:
Reference or Subject:

Start the introduction or provide an executive summary (depending on type of
memo). You do not necessarily have to label this part.

Present main body of the memo .

End of the memo
A memorandum (or memo) is a short letter or note sent
to a particular in-house member of staff or circulated to
groups of people
Memos are not usually sent out of house
A memo usually contains:
a. The senders name and department
b. The addressees name and department
c. Date
d. The subject
Memos are not usually confidential nor signed, but if
they contain financial information the sender may add
his/her initials

Writing memoranda
To: Amy Wall, Manager 23/01/2012

From: Lorna David, Director

Subject: Transfer to London Branch

The management is pleased to announce that you have been
transferred to the London office of the company. You will
carry out your duties as the incharge, and Mr. Max, the
present incharge will be working under you. You are required
to report for duty in the London Branch within one week.

c.c. Mr Max, Manager, London Branch
Example of a Memo

TO: All employees
FROM: Carol Smith/Human Resources
SUBJECT: Cancelation of July 4 picnic
DATE: June 20, 2010

I am sorry to inform you that the July 4
th
picnic at Central Park is cancelled.
Due to the recent reorganisation of the office, President John Fulham has
decide that AJAX LTD. cannot financially justify a picnic.

Because special events are important for the morale of the company, we plan to
provide you with a well-deserved Christmas party. With everyones help we
should be able to celebrate the party like never before.

Mr.Fulham thanks you for making this sacrifice and appreciates your
understanding to ensure a better future for AJAX LTD.

SAMPLE MEMO
Typical Business Letters
Sales Letters
Memos
Job Letters
Enquiry Letters
Claims & Complaint Letters
Money-Related Correspondence (letters to
banks from customers & vice versa)
Order Letters

Business Letters
Business letters may be divided into the
following parts:
Headings
Inside address
Salutation
Body of the letter
Complimentary close
Signature

The Heading
Name and address of the firm sending the letter
The company may mention its introduction like
exporters or manufacturers etc
May contain telephone and fax numbers
This part also contains the date of the letter
which is typed two lines below the last line of the
heading.
Inside address
This mentions the name and address of the
person the letter is being sent to.

It also states the title, department and the name
of the company
example:
Mr. Andrew Smith
Treasurer, Morgan Textile Mills Ltd
Ringwood Crescent Road, Nottingham
Salutation
Dear Mr. John
Dear Mrs. Seema
Dear Miss Lily
Dear Ms. Saira
Dear Ladies OR Dear Gentlemen- When
addressing directly to the staff members in a
company without personal names
Dear Dr. Shaun(Dont use Mr. With title)
Dear Sir/ Dear Madam are appropriate but not
preferable!
BODY OF THE LETTER
Includes the message you want to send

Must be organized, concise and designed to
give important information

Short sentences

Courteous , error free and complete.
Consider the following examples:
Incomplete Letter
Letter to a new savings depositor:

Thank you for the confidence you have shown us
by the account you recently opened.

All our facilities are at your disposal, and any time we
can be of services, please call us. Our appreciation is
best expressed by our being of service to you.


Complete letter
Thank you for the confidence you have shown us by the
account you recently opened.
All our facilities are at your disposal, and any time we
can be of services, please call us. Among the facilities
and services available to you at Gbank are:

BETTER-THAN-CHECKING service helps you pay bills
by phone, earns interest on your money, and permits
using our 24hour cash machine.
Mortgage loans, Personal loans...
You are most welcome to come in whenever we can
assist you.
However...
If you are writing a short letter like the first one,
and include a descriptive brochure the letter can
still be complete.
You just need to mention the services and refer
to the enclosure for details


Complimentary Closes/Valediction

Sincerely
Yours sincerely
Sincerely yours
Yours truly
Truly yours
Cordially Yours
Yours respectfully
Yours faithfully
Kind regards
Best regards
Yours cordially

Remember that the standard method of closing before the
signature depends on the opening at the start of the letter i.e. If
you open with Dear Sir you should close with Yours
faithfully and if you open with Dear Mr. ... you should close
with Yours Sincerely.
Signature
Your name and designation
Example:
Your Sincerely
(Signature)
James David
Publishing Manager

Regardless of what you write, Consider
the Rhetorical Triangle . . .
Subject
(the logic you will present
-- your topic or message)
Writer
(your ethics, morals,
skill set
and Plans to use
Your characteristics
to meet your purpose)
Audience
(the passions, interests, or
characteristics of the ones
youre trying to persuade
and their characteristics)
Basics of good business letter
writing
Think of a basic business letter in three steps:

1. Introduction - The reason for writing

The introduction helps the reader understand in which
context the letter should be considered.
Possibilities include job interview inquires, business
opportunity requests, complaints, and more. Of course,
each type of business letter has its own standard
phrases.




The Reason for Writing

I am writing to...
... inquire about
... apologize for
... confirm
... comment on
... apply for

Examples:
I am writing to inquire about the position posted in The
Daily Mail.
I am writing to confirm the shipment details on order #
2346.
I am writing to apologize for the difficulties you
experienced last week at our branch.

Basics of good business letter
writing(cont.)
2. Details - What you would like to accomplish

The detail section of a business letter is extremely important.
This is where you achieve your goals in writing a business
letter.

3. Conclusion / Next Steps - What you would like to happen
in the future

Provide a call for future action. This can be a chance to talk
in person, a follow-up letter or more. It's important and
expected to make it clear what you would like for the next
step from the person reading your business letter.

Styles
Business letters are formal documents
written in specific
styles. The most common styles for
business letters
include the :

block style,
modified block style, and
semi-block style.
Example of Block Style

123 Main Street
Springfield, PA 54321

April 1, 2010

Ms. Janice Doe
Human Resources Manager
Compudata Systems
Franklin, SC 32198

Dear Ms. Doe:

I am pleased to accept the software engineer position at Compudata Systems. Thank you for the offer.
As we agreed in my interview, I will begin on June 15. I will complete the required physical by May 20
and return all paperwork by June 1. If there are additional steps I must take before June 15, please
contact me by telephone at (555) 456-1234 or by e-mail at myemail@anydomain.com.

Thank you again for the offer. I look forward to the opportunity to be part of the Compudata Systems
team.

Sincerely,
Jane Jones

Block Format
In the block style, each element of the letter is left
justified and single-spaced, with a double space between
each paragraph.

First provide your own address, then skip a line and
provide the date, then skip one more line and provide the
inside address of the party to whom the letter is
addressed.

If you are using letterhead that already provides your
address, do not retype that information; just begin with
the date. For formal letters, avoid abbreviations where
possible.


MODIFIED BLOCK STYLE

Modified block business letters use a slightly
different format from the full block business
letters.

In the modified block style the return address,
date, complimentary closing and the signature
line are slightly to the right of the center of the
paper.
Example of Modified Block Style
Compudata Systems
987 First Street
Franklin, SC 32198

April 1, 2010

Ms. Janice Doe
Executive Vice President
Compudata Systems
Franklin, SC 32198

Dear Ms. Doe:

Subject: Early Retirement Request

I submitted your request for early retirement to the Board of Directors. The Board approved your request,
pending negotiation of an end-date. Three members requested you stay until January or until a suitable
candidate has been hired and trained.
A search committee will be formed next week. Your input will ensure the timely hiring of a quality candidate.
Training of the newly hired will be entirely up to your discretion.

Sincerely,
John Smith
President, Compudata Systems

Enclosure
cc: A. Jones

Semi-block Style
Semi-block format or style is frequently called modified
semi-block because it is a slightly less formal
modification of full block format.

Similar to full block, semi-block places the inside
address, salutation and any end notations flush with the
left margin. However, unlike full block, each body
paragraph of semi-block is indented .

Also , the complimentary close and signature block are
aligned under the date.

Example of Semi-block Style

Jane Jones
123 Springfield, PA 54321
(555) 456-1234
myemail@anydomain.com

April 1, 2010

Ms. Janice Doe
Human Resources Manager
Compudata Systems
987 Franklin, SC 32198

Dear Ms. Doe:

I am applying for the position of software engineer advertised in the March 15
Franklin Courier. My education in computer engineering and experience as a software
developer establish me as a qualified candidate for the position.



Before receiving my masters degree in computer engineering in May
from Computer University, I worked as a software developer for Data
Systems Corporation for six years. During that time, I worked with the
lead developer on several major project, which are detailed in the
enclosed resume.


Thank you again for your consideration. I am available for an interview at
your convenience and can be contacted by telephone or email.





Sincerely,
Jane Jones

Enclosure: Resume
Sample Letters
Sales Promotion letter thanking for opening an
account
KB Bank Ltd
Jail Road, Karachi.

11
th
November 2012

Mr. Habib Yunus
Manager,
Kashif Mills Limited
I.I. Chundrigar Road
Karachi

Dear Mr. Yunus:

I take this opportunity to appreciate you for choosing our bank as a custodian of
your cash resources. The bank is not merely a vault where you can save your
money, but also a safe place for investment where your money may increase
with our great interest returns.


Our services also cover lockers, money transfer
facilities, credit solutions...

We assure you that you have chosen the right bank
where all you financial matters will be taken care of
personally by our
highly competent team.

Yours sincerely,

(Signature)
(Name)
(Designation)

Claim/complaint about faulty merchandise
CAMERAS LIMITED
Tariq Road
Karachi

10/10/2012

The Manager Marketing
Alpha Films Limited
Zamzama, Karachi


Dear Sir:

The consignment you sent us on October 6
th
was found not strictly in
accordance with our order of October 1
st
.The details of the anomaly are
given below:


We ordered for 15 cameras; you sent 10.
We requested for 30 lenses, but received only 28
(more problems if any)

These anomalies have caused us a great deal of trouble
and resulted in lost sales. We are also returning the
invoice for correction.

Kindly acknowledge the receipt, deliver the goods and
return the invoice duly corrected.

Yours cordially/faithfully,

-Sd-
(Name)
(Designation)
But always use polite words in both direct or the
indirect approach!
INSTEAD OF THIS... SAY THIS...
I cannot understand what you mean. Please clarify your
request.
The damage wont be fixed for a week. The item will be
repaired....
There will be a delay in your order. We will ship your order as
soon as possible
You are clearly dissatisfied. We are doing what we can to
make things right.
Your account is in error. Corrections have been
made to your account.
The breakage was not our fault. The merchandise was
broken during shipping.
Effective Business Emails
Electronic mail (E-mail) lets you send a message to a
person without your making direct contact or knowing
where that person is located.
Basic components of emails include:
Users
Messages
Senders
Recipients
Addresses
Protocols
Gateways
Networks

E-MAIL
Always write the subject of the email on the subject
line
Remember that business people often receive
hundreds of emails every day.
If you dont write the subject in the subject line
the person receiving the email might think it is SPAM
or junk email and delete the message.
If the subject isnt clear they might delete the email
as well, so make sure the subject is direct-dont use
too many words.


The subject of the email
The Opening Tells the reader why you are writing

The Focus Tells the details about the topic

The Action Tells what you want to happen and gives
time frame

The Closing Thank the reader and mention future
communication







The four Parts of a business email
Basic Email Format


The receivers
email address
Carbon copy
Blind carbon
copy
Email subject
Subject: Meeting

Hi Jim,
I just wanted to remind you about the meeting we
have scheduled next week. Do let me know if you have
any questions!

Best wishes,
Mark

Bad Example
This email is an example of poor communication for
several reasons:

Let's focus on the headline. As you can see, it's titled
"Meeting". Well, there's no information about the
meeting. If your calendar is full of meetings, you might
even wonder which one Mark is talking about. And
there's certainly no clarity about the subject, or when
and where the meeting's being held.
What's more, the lack of specific information makes it
look like a spam email. This email risks being deleted
without being read!

Why is it a bad email? reasons!
Also, the tone of the message is that of a friendly
reminder. There's nothing wrong with that, but
essential details are missing. If Jim hasn't heard
anything about the meeting, or has completely
forgotten about it, he'll have to write back for more
information.

Why is it a bad email? reasons!(cont.)
Subject: Reminder of 10am Meeting Sched. 10/05 on
PASS Process.

Hi Jim,
I just wanted to remind you about the meeting we
have scheduled for Monday, October 5, at 10:00am.
It's being held in conference room A, and we'll
be discussing the new PASS Process. If you have
any questions, feel free to get in touch (x3024).

Best Wishes,
Mark

Good Example!
See how specific this new headline is?
The great thing about this headline is that the reader
doesn't even have to open the email to get most of
the relevant information.
And the precise nature of the headline serves as a
useful prompt. Every time the reader glances at his
saved emails, he'll be reminded about that specific
meeting.

Good Example! (Cont.)
Different ways of signing off
Informal

More Formal



Best wishes
Kind regards
Many thanks
Best regards
All best wishes

Cheers
Thanks
Thx
All the best
Later
See you
Very Formal
Yours sincerely(if you know the recipient's name, but if
you dont & have started with Dear Sir/Madam) use Yours
faithfully.