WRITTEN COMMUNICATION

IMPACTS OF WRITTEN COMMUNICATION IN CORPORATE ENVIRONMENT

> Improper written communication can lead to misinterpretation of message which will produce non desirable results

Example: "no assignments tommorow"
This can be interpreted as following,
The office will be holiday
The office will be working but associates should be in library.

Written Communication Types

There are three principles, as in verbal communication, which we must obese in written communication accuracy, brevity and clarity, and to remember tem easily we can call them the ‘ABC’ of communications.

> Accuracy

All information must be checked and double-checked. Wrong information not only negates the purpose of communication, bit also casts severe doubts on the credibility of the writer. Where there is likely to be disagreement or doubt on the part of the reader, always try and quote the authority for it or the evidence to support it. Where it is necessary to quote your opinion, then say it is an opinion that you hold.

> Brevity

Time is far too valuable to waste in reading unnecessary words. Brevity will encourage the receiver to read the paper quickly as well as understand it better. Never use six words when two will do. Give every word credit for its full meaning; it is not necessary to qualify one word with other words which mean the same thing.

For example

In ‘world-wide recognition by all’, either ‘world-wide’ or by all’ is superfluous. In the phrase ‘surrounding circumstances’, circumstances means things which surround.

> Clarity

Clarity is achieved by using the right language, that is, words and constructions that the reader will understand. Greater clarity can be achieved by carefully structuring the communication so that the argument follows a logical sequence which leads the reader naturally to the point being made.

Structure of written Communication

> Introduction of the subject
> Development of the case or subject
> Conclusions
> Recommendations

Introduction of the subject

Begin by telling the reader exactly what the paper is about. Sometimes this can be done simply by a heading; sometimes it needs longer treatment in a paragraph or a section of its own. The objective should be to create in the mind of the reader a picture of the subject, or the background to what you are going to say.

Developing of the case or subject

Having introduced the subject, you need to develop the argument or case on the subject. This is the main part of the paper, and hence should be in logical sequence and in as much detail as required. This is where planning of the communication is important, bearing in mind the other aspects already mentioned about accuracy. Brevity and using the right language.

Conclusions or findings

The development of the argument or case should lead quite naturally to your conclusions or the part of the paper where you discuss the strengths and weaknesses of the situation. This is where you evaluate the alternatives to the problem and decide on the most favorable course of action or your reasoned judgment.

Recommendations

After the logic of the argument has been presented, you need to put down recommendations, where appropriate, of what is to be done or what needs to be followed up for getting the necessary results. Again, recommendations should not come as surprises to the reader; they should arise as the inevitable outcome of your conclusions.

Methods of written Communication

The main written instruments of communication used in business are;

> Letters and memoranda.
> Directives and instructions.
> Notices.
> Reports.
> Proposals.
> Minutes/notes of meetings.
> Manuals.
> Brochures.
> House journals.
> Agreement documents.

Letters and memoranda

Their purpose are many and varied, ranging from simple and direct to very complex and subtle. The essential emphasis, however, is personalizations, that is, they are addressed to specific people in specific situations.
To obtain the desired effectiveness and impact, you need to keep the following six principles in mind.
Know your reader and the purpose of writing to him (who, what,when,why)
Make the reader feel you are communicating with him(and not to him)
Write in the reader’s language(one that he understands)
Communicate in terms of the reader’s understanding of the subjects on which you are writing.
Communicate the right company image (not just your personal image).
Be as formal or informal as the situation dictates keeping in mind the purpose of the communication.

Reports

A report can be written for a variety of purposes. It can be to document or support things, focus discussion on some specific issue, act as an outline or guideline for a discussion or decision, present conclusions of meetings and discussions and so on.
In order to make reports communicative and helpful you should remember the following fiver points.
Know exactly what the report calls for.
Be sure that you cover all information called for.
If certain information coat be supplied in the report, state reasons and when you will supply it.
Follow exactly the style and format called for, or necessary.
Use visual devices such as charts and tab les to supplement your thoughts and provide emphasis.

Directives and instructions

Written directives and instructions can range from a simple order for something to be done to highly complex instructions of technical or administrative nature.
To make your instructions crystal clear, the following four guidelines should be kept in mind.
Know the people you are addressing.
Know exactly what must be said to obtain the right response and outcome.
Authenticate the directive or instruction, that is, the basis or authority for issuing the said instruction.
Supplement, as needed, with other communication.

Proposals

Proposals put forth ideas for consideration, generally for the purpose of decision or action on an idea, plan or scheme.
You should keep the following five points in mind when writing out proposals:
Know exactly your, and the proposal’s mission or objective.
Select and include only data that meets the mission.
Build your competence and credibility to carry out the proposal’s objectives.
Clearly and cogently state your way of implementing the plan or scheme.
Address the proposal to the right person who is authorized to sanction or approve it.

Minutes/notes of meetings

Minutes or notes records of decisions and discussions at meetings for circulation,
In order to be informative and effective as records, minutes must have the following six qualities viz
An accurate description of discussions and decisions.
Comprehensive in covering all the points—small and big.
Clearly state the action required, the name of the person whose responsibility it is and within what time limit.
Without unnecessary ‘waffle’ and irrelevant points.
Clear on the time, date, venue and all those present at the meeting.

Manuals

Manuals are documents and guides to action for specific purposes and groups of people. They are addressed to readers to assure proper job performance and to communicate policies.
The following five steps will help make manuals communicative and relevant;
Use language and graphics which can be understood by all those for whom the manual is meant.
Use ‘persuasive instruction’ wherever possible to ensure acceptance by readers.
Make the manual attractive in appearance, format and style, so that it appeals to the reader.
Make the manual flexible so that it can be periodically updated without difficulty.
Get continuing feedback on its utility and the information contained in it.

Brochures

Brochures are formal written ‘package’ for specific purposes and target audiences such as customers, shareholders and employees.
As carriers of information to particular target groups, both inside and outside the organization, Brochures should be prepared and used in following six ways.
Know the specific target group or groups for whom they are intended.
Know the appropriate and exact message which is to be communicated.
Communicate to reach the target group with maximum message impact.
Optimize costs.
Use as handouts and in conjunction with presentations.
Use to follow-up a presentation and as mailing shots.

House journals

The house journal is a type of magazine or newsletter. It cam be in a variety of forms, produced in the organization for distribution as a means of improving communication between management and employees.
Preparation of a house journal is a specialist function and requires journalistic and editorial skills. The following five are some general suggestions forgetter communication and presentation through house journals:
Use a format and style which will appeal to the majority of riders and not just select few.
Make the house journal appear to serve readers’ social (or individual) needs first, and then with the organization’s.
Use plenty of photographs, condensations and personal tidbits to provide visual relief.
Make the appearance and layout attractive.

Professional papers

Common in managerial, professional, and scientific circles these are critically oriented messages concerning important subjects, issues, problems, concepts, theories, methodologies and research findings. The professional paper is often the primary presentation or communication vehicle for such occasions.
In addition to the basic conventional requirements for technical validity, proper reasoning and substantively appropriate format, you should bear the following three points in mind when preparing professional papers:
Pre-test your paper on representative, competent and candid colleagues, and rewrite or modify if necessary on the basis of the feedback you get from them.
Distribute or publish the paper as appropriate within the organization and outside.
Invite written reactions and critiques form readers to your paper after your presentation, or after it is published as the case may be.

Agreement documents

Agreements are written ‘dialogues’ between two or more parties. They are bilateral, specific and detailed so that the two or more parties know the exact terms to which they agree or are committed to. Such documents are generally binding on all parties.

Essentially contractual, they must be explicit and clear as to what is expected of the parties involved. Given below are four guidelines for their communicative

Effectiveness

Set forth the exact requirements to be met (tasks, times, costs, manpower, etc)
Set forth the specific parties involved (names, positions and organizations represented).
Set forth penalties or other means of satisfaction if any of the parties fail in their assigned roles (or specify if there are no penalties).
Get oral agreement first, followed by detailed written documents(which must be discussed thoroughly to assure complete understanding and agreement by all concerned).
So far we have outlined some general aspects of using the written media in communication. These must, however, be viewed and employed with care and good judgment based on the situation. They can serve as practical and worthwhile principles for planning and carrying out successful communication and presentations within the organization and outside.

Tips for better writing

Imagine yourself to be a potential client who has just received some company’s promotional literature. To what extent does your impression of the company change when you spot spelling errors in the covering letter, or if you find it difficult to understand the accompanying brochure? Surely, this will give you some idea of the importance of impressive and error-free business writing.

Even though the financial stakes are high, many organizations choose to handle their own written materials in-house. While it makes sense to keep descriptions in the hands of those who know the service or product best, this strategy can backfire if the author is not aware of some basic ways to strengthen the text.