Write a 50 to 200-word email to your (hypothetical) boss about one of the following unethical activities you have witnessed in

Successful Writing at Work

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Successful Writing at Work C o n C i S e F o u r t h e d i t i o n

Philip C. Kolin University of Southern Mississippi

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Successful Writing at Work: Concise Fourth Edition

Philip C. Kolin

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v

Contents

Preface xv

Chapter 1: Getting Started: Writing and Your Career 1

Writing—An Essential Job Skill 1 How Writing Relates to Other Skills 1 The High Cost of Effective Writing 2 How This Book Will Help You 2

Writing for the Global Marketplace 2 Competing for International Business 3 Communicating with Global Audiences 3 Seeing the World Through the Eyes of Another Culture 3 Cultural Diversity at Home 4 Using International English 4

Four Keys to Effective Writing 6 Identifying Your Audience 6 Case Study: Writing to different Audiences in a Large Corporation 10 Establishing Your Purpose 11 Formulating Your Message 12 Selecting Your Style and Tone 12 Case Study: Adapting a description of heparin for two different

Audiences 13

Characteristics of Job-Related Writing 15 1. Providing Practical Information 15 2. Giving Facts, Not Impressions 15 3. Supplying Visuals to Clarify and Condense Information 16 4. Giving Accurate Measurements 17 5. Stating Responsibilities Precisely 18 6. Persuading and Offering Recommendations 18

Ethical Writing in the Workplace 21 Employers Insist on and Monitor Ethical Behavior 21 Ethical Requirements on the Job 22 Computer Ethics 22 “Thinking Green”: Making Ethical Choices About the Environment 24 ©

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vi Contents

Some Guidelines to Help You Reach Ethical Decisions 24 Ethical Dilemmas: Some Scenarios 25 Writing Ethically on the Job 27

Successful Employees Are Successful Writers 29 Revision Checklist 30 Exercises 31

Chapter 2: The Writing Process and Collaboration at Work 35

What Writing Is and Is Not 35 What Writing Is 35 What Writing Is Not 36

The Writing Process 36 Researching 36 Planning 37 Drafting 41 Guidelines for Successful Drafting 41

Revising 42 Allow Enough Time to Revise 42 Revision Is Rethinking 42 Key Questions to Ask as You Revise 42 Case Study: A “Before” and “After” revision of a Short report 43 Editing 46

Collaboration Is Crucial to the Writing Process 55 Advantages of Collaborative Writing 56 Seven Guidelines for Successful Group Writing 56 Sources of Conflict in Group Dynamics and How to Solve Them 57

Common Problems, Practical Solutions 57 Computer-Supported Collaboration 59

Types of Groupware 60 Document Tracking Software 60 Web-Based Collaboration Systems 62 Avoiding Problems with Online Collaboration 64

Meetings 64 Planning a Meeting 64 Creating an Agenda 65 Writing the Minutes 65 Virtual Meetings 66 Videoconferencing with Skype 68

Revision Checklist 69 Exercises 70

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Contents vii

Chapter 3: E-Communications at Work 76

The Flow of Information through E-Communications 76 Differences Among E-Communications 76 E-Communications are Legal Records 77

Legal/Ethical Guidelines to Follow in Writing E-Communications 77 Email: Its Importance in the Workplace 78

Business Email Versus Personal Email 78 Guidelines for Using Email on the Job 80 When Not to Use Email 84

Instant Messages (IMs) for Business Use 85 When to Use IMs Versus Emails 85 Guidelines for Using IMs in the Workplace 86

Job-Related Tweets 87 Job-Related Text Messaging 88

Guidelines for Texting 88 Blogs 90

Blogs Are Interactive 90 Internal/External Blogs 90 Guidelines for Writing a Business Blog 91 Case Study: Writing a Blog to Keep Customer Goodwill 92

Conclusion 94 Revision Checklist 95 Exercises 96

Chapter 4: Preparing Correspondence: Some Basics for Writing to Audiences Worldwide 98

Letters in the Age of the Internet 98 Letter Formats 99

Full-Block Format 99 Modified-Block Format 99 Semi-Block Format 101 Continuing Pages 101

Parts of a Letter 102 Heading 102 Date Line 102 Inside Address 102 Salutation 104 Body of the Letter 104 Complimentary Close 104

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viii Contents

Signature 105 Enclosure Line 105 Copy Notation 105

The Appearance of Your Letter 106 Organizing a Standard Business Letter 106 Making a Good Impression on Your Reader 108

Achieving the “You Attitude”: Four Guidelines 109

The Five Most Common Types of Business Letters 112 Inquiry Letters 113 Cover Letters 113 Special Request Letters 115 Sales Letters 115

The Four A’s of Sales Letters 117 Customer Relations Letters 117

Being Direct or Indirect 119 Case Study: two Versions of a Bad news Message 119 Follow-Up Letters 122 Complaint Letters 122 Adjustment Letters 127

Memos 133 Memo Protocol and Company Politics 134 Sending Memos: Email or Hard Copy? 134 Memo Format 138 Memo Parts 138 Questions Your Memo Needs to Answer for

Readers 139 Memo Style and Tone 139 Strategies for Organizing a Memo 140 Organizational Markers 141

International Business Correspondence 141 Ten Guidelines for Communicating with

International Readers 142 Respecting Readers’ Nationality

and Ethnic/Racial Heritage 146 Case Study: Writing to readers from a different Culture 147

Sending Letter-Quality Messages: Final Advice to Seal Your Success 150 Revision Checklist 151 Exercises 152

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Contents ix

Chapter 5: How to Get a Job: Searches, Networking, Dossiers, Portfolios/Webfolios, Résumés, Transitioning to a Civilian Job, Letters, and Interviews 159

Steps an Employer Takes When Hiring 159 Steps to Follow to Get Hired 160 Analyzing Your Strengths and Restricting Your Job Search 160 Enhancing Your Professional Image 161 Looking in the Right Places for a Job 161 Using Online Social and Professional Networking Sites in Your Job Search 165

Finding Jobs Through Networking Sites 165 Using Facebook to Start Your Network 165 LinkedIn 166 Promoting Your Best Image—Some Do’s and Don’ts 167

Dossiers and Letters of Recommendation 170 Obtaining Letters of Recommendation 171

Career Portfolios/Webfolios 173 What Not to Include in a Career Portolio/Webfolio 174 Career Portfolio/Webfolio Formats 174

Preparing a Résumé 174 What Employers Like to See in a Résumé 175 The Process of Writing Your Résumé 176 Parts of a Résumé 180 Organizing Your Résumé 183

Transitioning into the Civilian Workforce 186 Using a Civilian Résumé Format, Language, and Context 187

The Digital Résumé 189 Things to Keep in Mind when Preparing a Digital Résumé 189 Ways to Post, Email, Scan, or Video Capture Your Résumé 189 Case Study: Creating a digital résumé for a Job Search 193 Making Your Digital Résumé Search-Engine Ready 196 Making Your Résumé Cybersafe 196 Testing, Proofreading, and Sending Your Digital Résumé 197

Letters of Application 197 How Application Letters and Résumés Differ 197 Writing the Letter of Application 198

Going to an Interview 205 Preparing for an Interview 205 Questions to Expect at Your Interview 206 What Do I Say About Salary? 207

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x Contents

Questions You May Ask the Interviewer(s) 208 What Interviewer(s) Can’t Ask You 208 Ten Interview Do’s and Don’ts 209 The Follow-Up Letter 209

Accepting or Declining a Job Offer 211 Searching for the Right Job Pays 211 Revision Checklist 211 Exercises 212

Chapter 6: Designing Successful Documents, Visuals, and Websites 217

Characteristics of Effective Design 217 Organizing Information Visually 217 The ABCs of Print Document Design 218

Page Layout 218 Typography 223 Heads and Subheads 225

The Purpose of Visuals 227 Choosing Effective Visuals 228 Generating, Scanning, and Uploading Visuals 229 Inserting and Writing About Visuals: Some Guidelines 230

Identify Your Visuals 230 Cite the Source for Your Visuals 230 Insert Your Visuals Appropriately 231 Introduce Your Visuals 231 Interpret Your Visuals 231

Two Categories of Visuals: Tables and Figures 232 Tables 232

Parts of a Table 233 Guidelines for Using Tables 233

Figures 234 Graphs 234 Charts 237 Pictographs 241 Maps 242 Photographs 243 Drawings 245 Clip Art 245 Infographics 247

Using Visuals Ethically 249 Guidelines for Using Visuals Ethically 250

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Contents xi

Using Appropriate Visuals for International Audiences 253 Visuals Do Not Always Translate from One Culture to Another 253 Guidelines for Using Visuals for International Audiences 253

Writing for and Designing Websites 256 Web Versus Print Readers 257 Preparing a Successful Home Page 257 Designing and Writing for the Web: Eight Guidelines 258

Revision Checklist 261 Exercises 262

Chapter 7: Writing Instructions and Procedures 267

Instructions, Procedures, and Your Job 267 Why Instructions Are Important 267

Safety 267 Efficiency 268 Convenience 268

The Variety of Instructions: A Brief Overview 269 Assessing and Meeting Your Audience’s Needs 269

Writing Instructions for International Audiences 271 Using Word-Processing Programs to Help You Design Instructions 272 The Process of Writing Instructions 273

Plan Your Steps 273 Perform a Trial Run 274 Write and Test Your Draft 274 Revise and Edit 274

Using the Right Style 274 Using Visuals Effectively 275

Guidelines for Using Visuals in Instructions 276 The Five Parts of Instructions 277

Introduction 277 List of Equipment and Materials 278 Steps for Your Instructions 278 Warnings, Cautions, and Notes 281 Conclusion 283

Model of Full Set of Instructions 283 Writing Procedures for Policies and Regulations 284

Some Examples of Procedures 284 Meeting Your Corporate Needs 295 Case Study: Writing Procedures at Work 295

Revision Checklist 298 Exercises 298

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xii Contents

Chapter 8: Writing Effective Short Reports and Proposals 301

Why Short Reports Are Important 301 Types of Short Reports 302 Seven Guidelines for Writing Short Reports 302

1. Anticipate How an Audience Will Use Your Report 302 2. Do the Necessary Research 303 3. Be Objective and Ethical 303 4. Organize Carefully 304 5. Write Clearly and Concisely 305 6. Create a Reader-Centered Design 305 7. Choose the Most Appropriate Format 306

Periodic Reports 306 Case Study: A Poor and an effective Short report 306

Sales Reports 310 Progress Reports 310

Audience for Progress Reports 312 Frequency of Progress Reports 312 Parts of a Progress Report 312

Employee Activity/Performance Reports 313 Trip/Travel Reports 316

Questions Your Trip/Travel Report Needs to Answer 316 Common Types of Trip/Travel Reports 316

Incident Reports 320 When to Submit an Incident Report 320 Parts of an Incident Report 320 Protecting Yourself Legally 322

Writing Winning Proposals 323 Proposals Are Persuasive Plans 324 Proposals Frequently Are Collaborative Efforts 324

Eight Guidelines for Writing a Successful Proposal 325 Internal Proposals 327

Some Common Topics for Internal Proposals 327 Following the Proper Chain of Command 327 Ethically Anticipating and Resolving Corporate Readers’ Problems 328 Case Study: drafting an internal Proposal to Create a

Mobile App for a health Food Store 328 Organization of an Internal Proposal 329

Sales Proposals 336 Knowing Your Audience and Meeting Its Needs 336 Being Ethical and Legal 339 Organization of a Sales Proposal 340

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Contents xiii

Revision Checklist 342 Exercises 343

Chapter 9: Documenting and Writing Effective Long Reports 346

Characteristics of a Long Report 346 Scope 346 Research 347 Format 347 Timetable 347 Audience 348 Collaborative Effort 348

The Process of Writing a Long Report 348 Parts of a Long Report 350

Numbering the Pages of a Long Report 350 Front Matter 350 Text of the Report 352 Back Matter 354

Documenting Sources 355 The Ethics of Documentation: Determining What to Cite 355 Parenthetical Documentation 357 Preparing MLA Works Cited and APA References Lists 358 Sample Entries in MLA Works Cited and APA References Lists 358

A Model Long Report 365 Final Words of Advice About Long Reports 381 Revision Checklist 381 Exercises 382

Chapter 10: Making Successful Presentations at Work 383

Writing a Document Versus Making a Presentation 383 Types of Presentations 384

For Your Customers or Clients 384 For Your Boss 384 For Your Co-Workers 384 For Community Leaders or Groups 384

Informal Briefings 385 Formal Presentations 386

Analyzing Your Audience 387 Consider Your Audience as a Group of Listeners, Not Readers 387 The Parts of Formal Presentations 388 Presentation Software 395

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xiv Contents

Noncomputerized Presentations 398 Rehearsing Your Presentation 399 Delivering Your Presentation 399 Evaluating Presentations 402

Revision Checklist 404 Exercises 404

Appendix: A Writer’s Brief Guide to Paragraphs, Sentences, and Words A-1

Paragraphs A-1 Writing a Well-Developed Paragraph A-1 Supply a Topic Sentence A-1 Three Characteristics of an Effective Paragraph A-2

Sentences A-5 Constructing and Punctuating Sentences A-5 What Makes a Sentence A-5 Avoiding Sentence Fragments A-6 Correcting Comma Splices A-7 Avoiding Run-on Sentences A-9 Making Subjects and Verbs Agree in Your Sentences A-9 Writing Sentences That Say What You Mean A-11 Using Pronoun References Correctly A-12

Words A-12 Spelling Words Correctly A-12 Using Apostrophes Correctly A-13 Inserting Hyphens Properly A-14 Using Ellipses A-14 Using Numerals Versus Words A-14 Matching the Right Word with the Right Meaning A-15

Index I-1

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xv

Overview Successful Writing at Work, Concise Fourth Edition, is a practical introductory text for students in business, professional, and occupational writing courses. As readers of the full-length edition of this text have found, Successful Writing at Work clearly helps students develop and master key communication skills vital for success in the global workplace. The Concise Fourth Edition serves the same purpose, but it is designed for those readers who prefer a more compact text, one that covers nearly as many business writing topics but is more streamlined and focuses on the most essential skills and strategies for writing successfully on the job. Whereas the full-length edition includes 16 chapters, the Concise Fourth Edition contains 10 chapters, yet these fully cover a range of workplace communications technologies and a variety of e-communications from essential considerations such as audience analysis and ethics, to writing increasingly more complex business documents (letters, instructions, procedures, proposals, short and long reports), to making presentations, to preparing a résumé and interviewing for a job.

Versatility of New Concise Fourth Edition As with the earlier concise editions, this Concise Fourth Edition is designed for a variety of educational settings where business writing is taught and practiced. It is versatile enough for a full semester or trimester course, or it can be used success- fully in a shorter course, such as on a quarter system. It can also meet the diverse goals of varied educational settings, including online, webinars, distance education, continuing education, and week-long intensive courses, as well as in-house training programs, workshops, and conferences.

Successful Writing at Work, Concise Fourth Edition, provides students with easy-to-understand guidelines for writing and designing clear, well-organized, and readable documents. Along with user-friendly guidelines, this edition provides students with realistic models of the precise kinds of documents and e-communications they will be asked to write on the job. In addition, this text can serve as a ready reference that readers can easily carry with them to the workplace. Students will quickly find that this book includes many practical applications, which are useful to those who have little or no job experience as well as those with years of experience in the world of work.

Preface

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xvi Preface

Distinctive Features of Successful Writing at Work, Concise Fourth Edition The distinctive features that have made Successful Writing at Work, Concise Edition, a user-friendly text in the contemporary workplace continue to be emphasized and expanded in this new, fourth edition. These features, emphasizing up-to-date ap- proaches to teaching business writing, can be found throughout this edition:

1. Approaching writing as a problem-solving activity. The Concise Fourth Edition continues to approach writing not merely as a set of rules and formats but as a problem-solving activity in which employees meet the needs of their employers, co-workers, customers, clients, community groups, and vendors worldwide by getting to the bottom line. This approach to writing, introduced in Chapter 1 and carried throughout the text, helps students to think through the writing process by asking the key questions of who (who is the audience?), why (why do they need this document?), what (what is the message?), and how (how can the writer present the most appropriate style, tone, and format?). As in earlier editions, this new edition teaches students how to develop the critical skills necessary for planning, drafting, revising, editing, and formatting a variety of documents—from emails, instant messages (IMs), tweets, texts, blogs, letters, instructions, and proposals, to short and long reports. In addition, numerous case studies and figures demonstrate how writers answer these key questions to solve problems in the business world.

2. Writing for the global marketplace. In today’s international workplace, effective employees must be consistently aware of how to write for a va- riety of readers, both in the United States and across the globe. Conse- quently, this new Concise Fourth Edition throughout emphasizes writing for international readers and non-native speakers of English. The needs and expectations of these international audiences receives special attention starting with Chapter 1 in the section “Writing for the Global Marketplace” and continues with coverage of writing letters for international speakers of English in Chapter 4, designing appropriate visuals and documents for this audience in Chapter 6, preparing clear instructions in Chapter 7, and making presentations for global audiences in Chapter 10. Especially important is the long report in Chapter 9 on the role international workers play in a corporation that must meet their needs and those of a global marketplace.

3. Viewing student readers as business professionals. To encourage students in their job-related writing, this new Concise Fourth Edition treats them as profes- sionals seeking success at different phases of their business. Students are asked to place themselves in the workplace setting (or, in the case of Chapter 5, in the role of job seekers) as they approach each topic, to understand the differences between workplace and academic writing better. In Chapter 1, they are given the kinds of orientation to company culture and protocols that they might find in the early days of their employment. Students are then asked to …