BCA SEMI I: BUSINESS COMMUNICATION

UNIT 5
Written Communication

Definition: The Written Communication refers to the process of conveying a message through
the written symbols. In other words, any message exchanged between two or more persons that
make use of written words is called as written communication.

The written communication is the most common and effective mode of business communication.
In any organization, the electronic mails, memos, reports, documents, letters, journals, job
descriptions, employee manuals, etc. are some of the commonly used forms of written
communication.

Such communication is used when the information to be transmitted is lengthy and includes
some complex terms that cannot be explained verbally. Also, the organizations maintain their
documents in writings such that these can be used as a reference and evidence of any transaction
anytime in the future. Thus, it is essential for every business organization to develop effective
writing skills and inculcate this in all its employees.

The effectiveness of written content depends on the correct choice of words, their organization
into correct sentence sequence and the cohesiveness in the sentences. The information in writing
is considered more legal and valid than the spoken words. Also, people rely more on the written
content than what has been said orally. But, however, unlike verbal communication the feedback
of written communication is not immediate since it is not spontaneous and requires time to get
into the understandable form.

Essentials of effective Corespondence

Business affects everyone. If you don’t end up in a business-oriented occupation, you will
certainly have to engage in business as a client or customer. Skill in business writing is also a
valuable asset for job-seekers. Businesses in almost every field need skilled writers.
Advertisements, applications, reports, contracts, manuals, proposals, and memos are composed,
revised, published and read in thousands of businesses across the nation. Then there are the
countless letters, forms, and documents all of us encounter over the course of our everyday lives.
There are few jobs these days that don’t require some kind of skill with the written word.

Our world is increasingly dependent on the clear and effective communication of information.
Often this communication takes place through face-to-face interaction or telephone
conversations. There are numerous situations, however, in which written contact is preferable.
Writing allows time to think things through and present information in the clearest, most concise
manner. Writing provides a record that can be filed for future reference. A written message can
be sent to a large number of people at once. In many cases, written communication carries more

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weight and is taken more seriously than a spoken conversation. For these reasons and more it is
important to become familiar with basic business writing skills.

What does effective business writing look like? In many ways, good writing is good writing
regardless of its particular purpose, but the following characteristics are especially important for
business writing.

CLEAR PURPOSE

The well-known saying, “Time is money,” is well-known because it’s true. Nobody – especially
a business person – wants his time wasted, so be sure your purpose is clear and that what you
write is worth taking the time to read.

CLARITY AND CONCISENESS

There is a time and a place for creative figures of speech and poetic turns of phrase, but rarely is
a business letter that time or place. The priority in business writing is the effective
communication of specific information. Avoid wasting words and be precise with the ones you
choose.

AWARENESS OF AUDIENCE

Know the audience you are writing to. It makes a difference whether you are communicating
with a customer service representative, a long-time co-worker, or a potential new client. Beware
of phrases and expressions that could be misunderstood or offensive. Know what your reader
needs and wants to hear, and allow that knowledge to shape your writing.

APPROPRIATE TONE

One tricky aspect of writing is that tone (i.e., the attitude of the writer toward his subject or
audience) can easily be misinterpreted. Avoid sarcasm. Be aware that a letter can sound colder
and more severe than you may intend. Pay attention not only to what is said, but how your words
may be interpreted. Do not be overly informal or familiar.

ATTENTION TO FORM

Business letters, proposals, memos, and many other types of business writing require particular
formats. Adhering to standard form eliminates confusion and helps the reader quickly identify
the purpose of the document. Attention to details of form is more important in business writing
than most other kinds of writing.

In many ways writing in a business setting is less demanding than other kinds of writing. There
is little pressure to be creative or particularly original. You are not creating art, after all; you are
using the written word for its most basic purpose: to communicate information. This, however, is

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not always as simple as you might think. Good business writing, like every skill, requires
practice.

IMPORTANCE OF WRITTEN COMMUNICATION IN BUSINESS

If you have ever received a memo full of typos and grammatical mistakes you probably tend to
discount the message in the memo. Or, if the memo is overly long and does not outline the task
at hand in an appropriate and clear fashion, you will be confused about what is expected of you
and your teammates. Effective business writing is as important as oral communications and can
affect productivity and profits.

Know Your Audience

A detailed step-by-step document for a project plan will be written differently from a sales letter
mailed to a list of prospects. The first key to successful business writing is to know your
audience. This not only affects the actual words you will use, but also the tone of what you write.
The tone of a detailed plan will be concise, logical, and to-the-point. A sales letter will be more
emotional in tone and more persuasive.

Formats

Word processing and spreadsheet software has made many writing formats available to business
writers. The choice of format is important and can help you communicate your message better.
The project plan will most likely be communicated, at least in part, by the use of spreadsheets,
while a sales letter is usually no longer than a page and placed on company letterhead.

Composition and Style

When you actually start writing, there are composition and style considerations that help the
process. Creating an outline--especially useful if you are writing a long document--helps break
your task up into manageable pieces of information that are ultimately more readable by your
audience. Use simple language that will be understandable to all who read your piece. Make sure
your main theme is not lost in your rhetoric. Everything you write should support the main theme
so your message does not get lost.

Reader Friendly Documents

Short paragraphs communicate better than longer ones and headers need to grab your reader's
attention. Adding graphs and charts, again easy with today's software, breaks up text and adds to
understanding.

Watch Your Grammar

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Nothing looks more unprofessional than a document with grammatical mistakes and spelling
errors. Even with spelling and grammar checks in today's software programs, it is easy to have
mistakes in a document that detract from the document's message. Make sure you read through
what you have written from the perspective of your reader and make sure it is letter perfect.
Check for ambiguities as well. Clear, direct language helps ensure that your message will be
understood.

BUSINESS LETTERS

Overview

People in the workplace write business letters to do many things share ideas, promote products,
or ask for help. A business letter is a document written for a formal purpose such as requesting
information, stating a problem to do with a product or service, or placing an order. Putting the
message in writing gives the writer to think about, organize, and edit what he or she wants to say.
In addition, a written message becomes a record of important details for both the sender and the
recipient.

Business letters deal with official matters and are written for official correspondence between
two organizations, organizations and customers, clients, etc. They are more formal than friendly
letters. Business letter should be concise and to the point; the content used should be clear and it
should serve the objective of writing the letter.

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Business Letters are written to express good news, bad news, thanks, acknowledgement,
invitation, request, Problem, denial or complaints. It is usually sent via email and bears the
company letterhead.

The term “business letters” refers to any written communication that begins with a salutation,
ends with a signature and whose contents are professional in nature. Historically, business letters
were sent via postal mail or courier, although the internet is rapidly changing the way businesses
communicate. There are many standard types of business letters, and each of them has a specific
focus.

An Introduction to Writing Business Letters

There are many different kinds of business letters, each identified by the reason for which it was
written; a sales letter, for example, or a letter of reference. The hallmark of a well-written
business letter is that its objective is clearly understood by its reader. Successful writers help
their readers do this by limiting the scope, or the amount of information included in their
correspondence.

Keep in mind that an effective business letter always communicates with a person first and a
business second. If your letter is a first-time correspondence and you do not know, or are unsure
of whom to address, do your best to find out. Addressing your letter to a person improves the
likelihood of receiving a reply. It is perfectly acceptable to make a phone call asking for the
name of a contact person.

Once you have identified your reader and outlined the contents you intend to include, you can
begin drafting your letter. Here are some points to keep in mind. Your letter is about business so
keep your tone and style businesslike. Friendly, too, but businesslike. Consider how you would
talk if you were sitting across the conference table instead of writing a letter. Try to imitate, on
paper, the voice with which you normally talk.

Be careful about your choice of personal pronouns when you write a business letter. Your reader
will interpret its point of view by the choices you make. Since your words will be on paper the
reader will see, rather than hear how you talk, so check your sentence structure, grammar,
spelling and punctuation.

Written words make an impression, just as spoken words do, so keep in mind this one thing; on
paper words create a record. Be mindful of what you say. Your letter, stored in someone's file
cabinet, can be referenced at any time. Your signature at the bottom of a letter indicates that you
accept responsibility for its contents.

A business letter is divided into three parts −

Introduction − Opens with greetings and/or references to previous mails.

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Middle − Contains details and added information.

Conclusion − Suggests or mentions action to be taken and the ending.

PARTS OF A BUSINESS LETTER

A business letter is a formal letter with six parts:

The Heading

The heading contains the return address with the date on the last line. Sometimes it is necessary
to include a line before the date with a phone number, fax number, or e-mail address. Often there
is a line skipped between the address and the date. It is not necessary to type a return address if
you are using stationery with the return address already imprinted, but you should always use a
date. Make sure the heading is on the left margin.

Example:

Ms. Seema Singh

543 Punjabhi Bagh

New Delhi:110078

Tel:

Fax:

Email:

June 28, 2011

Recipient’s Address

This is the address you are sending your letter to. Be sure to make it as complete as possible so it
gets to its destination. Always include title names (such as Dr.) if you know them. This is, like
the other address, on the left margin. If a standard 8 ½” x 11” paper is folded in thirds to fit in a
standard 9” business envelope, the inside address should appear through the window in the
envelope (if there is one). Be sure to skip a line after the heading and before the recipient’s
address, then skip another line after the inside address before the greeting. For an example, see
the end of this sheet for a sample letter.

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The Salutation

The salutation (or greeting) in a business letter is always formal. It often begins with “Dear
{Person’s name}.” Once again, be sure to include the person’s title if you know it (such as Ms.,
Mrs., Mr., or Dr). If you’re unsure about the person’s title then just use their first name. For
example, you would use only the person’s first name if the person you are writing to is “Jordan”
and you’re not sure if he or she is male or female.

The salutation always ends with a colon.

The Body

The body is the meat of your letter. For block and modified block letter formats, single space and
left justify each paragraph. Be sure to leave a blank line between each paragraph, however, no
matter the format. Be sure to also skip a line between the salutation and the body, as well as the
body and the close.

The Complimentary Close

The complimentary close is a short and polite remark that ends your letter. The close begins at
the same justification as your date and one line after the last body paragraph. Capitalize the first
word of your closing (Thank you) and leave four lines for a signature between the close and the
sender’s name. A comma should follow the closing.

The Signature Line

Skip at least four lines after the close for your signature, and then type out the name to be signed.
This often includes a middle initial, although it is not required. Women may put their title before
had to show how they wish to be addressed (Ms., Mrs., Miss).

The signature should be in blue or black ink.

Enclosures

If you have any enclosed documents, such as a resume, you can indicate this by typing
“Enclosures” one line below the listing. You also may include the name of each document.

LETTER FORMATS

Many organizations have their own style for writing a business letter, but here are some
common examples.

Block The most common layout for a business letter is called a block format. In this format, the
entire letter is justified to the left and single spaced except for a double space between
paragraphs.

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Modified Block Modified block is another popular type of business letter. The body of the letter
and the sender’s and recipient’s addresses are left justified and single spaced. However, in this
format, the date and closing are tabbed to the center point.

Semi-Block The least used style is called a semi-block. In it each paragraph is indented instead
of left justified.

TYPES OF BUSINESS LETTERS

Sales Letters

Typical sales letters start off with a very strong statement to capture the interest of the reader.
Since the purpose is to get the reader to do something, these letters include strong calls to action,
detail the benefit to the reader of taking the action and include information to help the reader to
act, such as including a telephone number or website link.

Order Letters

Order letters are sent by consumers or businesses to a manufacturer, retailer or wholesaler to

order goods or services. These letters must contain specific information such as model number,
name of the product, the quantity desired and expected price. Payment is sometimes included
with the letter.

Complaint Letters

The words and tone you choose to use in a letter complaining to a business may be the deciding
factor on whether your complaint is satisfied. Be direct but tactful and always use a professional
tone if you want the company to listen to you.

Adjustment Letters

An adjustment letter is normally sent in response to a claim or complaint. If the adjustment is in

the customer’s favor, begin the letter with that news. If not, keep your tone factual and let the
customer know that you understand the complaint.

Inquiry Letters

Inquiry letters ask a question or elicit information from the recipient. When composing this type
of letter, keep it clear and succinct and list exactly what information you need. Be sure to include
your contact information so that it is easy for the reader to respond.

Follow-Up Letters

Follow-up letters are usually sent after some type of initial communication. This could be a sales
department thanking a customer for an order, a businessman reviewing the outcome of a meeting

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or a job seeker inquiring about the status of his application. In many cases, these letters are a
combination thank-you note and sales letter.

Letters of Recommendation

Prospective employers often ask job applicants for letters of recommendation before they hire
them. This type of letter is usually from a previous employer or professor, and it describes the
sender’s relationship with and opinion of the job seeker.

Acknowledgment Letters

Acknowledgment letters act as simple receipts. Businesses send them to let others know that they
have received a prior communication, but action may or may not have taken place.

Cover Letters

Cover letters usually accompany a package, report or other merchandise. They are used to
describe what is enclosed, why it is being sent and what the recipient should do with it, if there is
any action that needs to be taken. These types of letters are generally very short and succinct.

Letters of Resignation

When an employee plans to leave his job, a letter of resignation is usually sent to his immediate
manager giving him notice and letting him know when the last day of employment will be. In
many cases, the employee also will detail his reason for leaving the company.

Apology Letter :

An apology letter is written for a failure in delivering the desired results. If the person has taken
up a task and he fails to meet the target then he apologizes and asks for an opportunity to
improve in this type of letter.

Appreciation Letter :

An appreciation letter is written to appreciate some one's work in the organization. This type of
letter is written by a superior to his junior. An organization can also write an appreciation
letter to other organization, thanking the client for doing business with them.

Purchase Order Letter

The objective of writing this letter is to confirm the seller that his product has been approved for
sale. This letter is a confirmation to the seller that his order is approved by the buyer.

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Though the confirmation can be given verbally also, but it is acceptable only when the quantity
is small. In case of bulk orders, a purchase order letter is must to initiate the sales process.

Job Application Letters:

A job application letter is a written appeal to an employer for a position by a job seeker.
Application letters must be written from employer’s point of view (you point of view). Before
writing an application letter the applicant must analyze carefully the job requirement and his own
achievements.

Types of Job Applications Letters

There are two types of job application letter, such as Solicited application letters and unsolicited
application letter-

Solicited Application Letter: Solicited application letters are written in response to an

advertisement for hiring or recruitment. Here the job seeker knows the vacancy and can tailor his
application as per the requirements of the said post. If you’re sending a solicited application
letter, you will usually know what qualifications the organization is seeking. In this case,
highlight the chief qualifications and mirror the requirements specified in the advertisement. You
should grab the attention by focusing on the phase Proven Skills, sometimes used in the
advertisement. An example of solicited job application letter is given below:
March 1, 2016
To,
The Managing Director,
Dream Merchant Technologies Ltd.
53, New York C/A,
USA- 10001

Subject: Application for the post of Management Trainee Officer.

Sir,
In response to your advertisement published in The New York Times on February 05, 20016, I
would like to offer my candidature for the above mentioned port. The details relevant to the post
are enclosed herewith my resume for your kind consideration.

I am looking ahead to immediate hearing form you.

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Your sincerely
Michel John

Enclosure: 1. Resume
2. Photocopies of all academic certificates
3. Two recent passport size photos.

Unsolicited Application Letter: Unsolicited applications letters are written at the writer’s own
initiative to the organization. Who has not advertised for recruitment? Unsolicited application
letter is also called prospecting letter. But in case of writing an unsolicited letter, you have a
better chance of being read and receiving individualized attention. You can gain attention by
focusing on the needs of the employers and how they will be gained by employing you. An
example of unsolicited job application letter is given below:
March 1, 2016
To,
Personnel Manager,
Continental Computers Ltd.
53, New York C/A,
USA- 10001

Subject: Application for a suitable position.

Dear Personnel Manager,

New York is my idea of the perfect place to live. As a graduating senior in computer science at
New York University, I am interested in pursuing my career in computers. The New York
Chambers of Commerce and Industry has given me your firm’s name as a leader in this field.

The enclosed resume indicates my background in computer science and human relations.
Although I am unaware of any position you might have available, I would be able to visit your
organization over our spring break, April 2 through 11. Should you have opening, I would be
very interested in visiting with you and taking about those positions.

I am available daily after 3 p.m. at 805956. I can be reached by mail at the address above. I
would appreciate any effort on your part of contact me.

Yours Sincerely
Michel John

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BASICS OF REPORT WRITING

In the world of business, what is a report writing and report writing types is considered the most
research-based and qualified form of report writing that simplifies business process and modules
and creates a better understanding of the data and facts included for the target audience.

To write a report in the best form there is indispensable need to gain a proper understanding
about each of its element.

Writing a report though requires a special skill set, but an experienced writer with proper
understanding of how to write a report can equally justify this special area of writing.

Before writing your report, here is a run through of all you need to know about report writing.

What Is Report Writing?

Report Writing is a well-organized writing process that needs enough skill, research, and details.

This report writing process is usually time-consuming and often requires a detailed research for
which the report writer may have to visit places, meet people and find a solid conclusion at the
end of the day to write a good report.

Use of report writing is to explain a matter or issue and inform higher authorities to help them
take a right decision or action in regards to the matter or issue.

There is a little room for creativity in the report writing structure as the main focus is to enlighten
the readers about a matter or issue and make the whole thing self-explanatory for easy
understanding.

Report Writing is the primary tool of media personnel through which they pass on specific
information about an incident or topic.

Apart from the media usage, report writing is required in various sectors like corporate,
government, politics etc.

To offer a better understanding, learning about the essence of this form of writing – ‘The Report’
is very important.

What is a report?
A report is a methodical, well planned document which outlines and evaluates a subject or
problem, and which may include:

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• The record of an order of events
• Explanation of the implication of these events or facts
• Evaluation of the facts or results of research presented
• Discussion of the consequences of a conclusion or course of action
• Conclusions
• References

Reports must always be:

• Correct
• Crisp
• Clear
• Well-Structured

Report Writing Format

Every organization has a predefined report writing format and hence a writer can’t remain stuck
to a specific format for different reports.

While writing a formal report, the freelance writer must keep in mind that the target readers need
don’t have to do unnecessary research to take a decision or action after reading the report.

Types of Report Writing

Everything must be in details. There are many types of report writing for organizations that are
used for various purposes. To format your report to serve varied needs, have a look at the
primary report writing types mentioned below.

Formal Report Writing

Formal Report Writing is pretty complex and time-consuming. Usually, it demands an immense
research, explanation, references, links, lists and many other things to make the primary point
clear enough for the readers.

This type of report writing is usually preferred for an important incident, issue or matter by big
organizations. Formal report writing is generally long and expensive.

Formal Report writing has an internationally accepted pattern that includes various components
that are mentioned below.

Cover – The cover of a report is something that drives a reader’s attention first. The report’s
cover leaves a huge impression on the reader’s mind and he/she can get an idea regarding the
report’s topic or quality through the cover design.
There is a saying – ‘’don’t judge a book by its cover’’ but it is also true – what seems well, sells
well and hence the report writer must take care of the cover of the report with has a major role to
depict the report brief.

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Title Of The Report – This component includes the report’s title and the name of the writer.
Apart from these things, the title can also have a date and the name of the organization for which
the report has been prepared.
The cover also has these things but putting them in details in the title section is mandatory.

Table Of Contents – This section includes headings and subheadings of the primary text
written. This is a very important portion of report writing. It helps your readers to reach desired
sections in your report in a hassle-free manner.
Summary – Here you basically provide the synopsis of the whole report’s primary text and you
can also call it an informative summary.
Many times, it is referred as ‘executive summary’. You can also use descriptive summary which
is a simple table of contents. The format is always decided by the organization.

Introduction – This is the most important section of the main text. The main text always
includes three components – introduction, discussion, and conclusion.
Here, you introduce the main text of your report in the most intriguing a detailed manner so that
all types of readers can get your point without much effort.

Discussion – In the discussion section, a report writer discusses the main story of the report.
According to your reader’s convenience, you decide the order of the report’s results.
You can also do a result to theory comparison here along with the analysis, evaluation and
interpretation of the data included.

Conclusion/Recommendation – You can present the summary of the discussion section here.
Here, you mention your findings and recommend the elements to your readers as per your overall
evaluation.

Appendix – In the appendix portion, you can attach the graphs, lists, survey and suchlike stuff
that are related to your report and helps your readers to understand the report comprehensively.

Reference/Bibliography – You can cite your report’s references in this portion.

Informal Report Writing

This type of report writing is comparatively easier and less time-consuming than the formal
report writing. Here, you need to perform lesser research and it also includes lesser components.

The basic components of informal report writing include – Introduction, Discussion &
Reference/Recommendations. Different organizations include more components to this type as
per their requirements.

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Informal Report Writing can also be divided into few types – Credit Report, Feasibility Report,
Progress Report, Sales Activity Report, Financial Report, Personal Evaluation and Literary
Report.
All the above-mentioned information in regards to Report Writing and its types must have helped
you, but to understand the process in a better manner, here is a seven step process for report
writing that can help any report writer to master the report writing technique.

http://smallbusiness.chron.com/effective-business-communication-writing-2885.html

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