Writing Skills For Uni Studies U3

UNIT 3 i
Writing reports and proposals
Unit 3
WUC 203/03
Writing Skills for
University Studies
Writing Reports
and Proposals
ii WAWASAN OPEN UNIVERSITY
WUC 203/03 Writing Skills for University Studies
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UNIT 3 iii
Contents
Unit 3 Writing Reports and
Proposals
Unit overview 1
Unit objectives 2
3.1 Informal reports 3
Objectives 3
Introduction 3
Planning informal reports 4
Organising informal reports 13
Writing style 15
Components of informal reports 18
Formats of informal reports 19
Suggested answers to activities 24
3.2 Formal reports 27
Objectives 27
Introduction 27
Features of formal reports 27
Components of formal reports 30
Direct and indirect approaches 32
Writing style 32
Format of formal reports 34
Graphics and visuals 36

iv WAWASAN OPEN UNIVERSITY
3.3 Informational and analytical reports 39
Objectives 39
Introduction 39
Informational reports 41
Analytical reports 54
3.4 Writing Policy Statements and Proposals 69
Objectives 69
Introduction 69
Policy statements 69
Proposals 73
Writing proposals 74
Suggested answers to activities and case study 92
Summary of Unit 3 99
Suggested answers to self-tests 101
References 105
UNIT 3 1
Unit Overview
W elcome to Unit 3 of WUC 203/03Writing Skills for University Studies. In this

unit, we will be discussing the writing of reports and proposals, another type
of writing that you will be doing for your studies and at your workplace as well.
What is a report? A report is information gathered and organised in response to a

request. This factual information is the result of research, analysis and investigations
which you arrange in an appropriate and orderly format and present objectively in
written form. Interpretations and conclusions should be a part of reports and they
are always supported by facts.
Report writing is commonplace especially in the business world today. Almost all
organisations (ranging from business organisations to government agencies) use
reports. We all write and read reports at some time or other in our careers. Report
writing is a routine to many workers who are sometimes required to write daily
and/or weekly reports. You may have written a sales report, a progress report, or an
incident report. Some organisations may have their own standard formats for certain
types of reports. As such, it is important that you be able to classify reports as well
as write good reports to be effective at your workplace.
There are different types of reports. The classification is usually made based on the
style, the purpose, and the format of the report. Informal reports (sometimes referred
to as short reports) are obviously shorter and less formal, while formal reports or
long reports are longer and divided into different parts. The company report you
receive from public listed companies is an example of a formal report while the
weekly report you submit to your supervisor would usually be an informal report.
Reports can also be classified according to purpose. Reports can be informational or

analytical. Sometimes, specialised informational reports have to be written because
they cater to different objectives.
The written report meets limitless needs. Reports may be written to maintain
a permanent record of events, to keep people in an organisation informed of
developments, to facilitate planning and decision making, to fulfil legal requirements,
and for a wide variety of other purposes.
Although there are so many types of reports, the report writing process is basically
the same. The major difference lies in the style and the format of the report.
A proposal includes a detailed plan of action that a writer submits to a reader or a

group for approval. Proposals are a very important part of job-related writing as their
acceptability could lead to better working conditions, additional jobs, and better sales.
This unit takes you through the entire process of report writing and the writing of
proposals. You will be attempting a large variety of activities related to the writing
of different types of reports and proposals. These activities are planned to help you
write effective and impressive reports as well as proposals at your workplace.
2 WAWASAN OPEN UNIVERSITY
This unit is divided into four sections:
1. The first section deals with the writing of informal reports and you will be
introduced to the steps involved in planning such reports. You will also
learn how to organise the report, as well as choose the appropriate format
and writing style.
2. The second section discusses the writing of formal reports. Here you will
learn of the various components that make up such reports, as well as the
writing style and their format.
3. The third section covers the writing of informational and analytical reports.
4. The fourth section deals with the writing of policy statements and proposals.
There will be repeated explanations of some items such as format, outline and writing
style in the different sections of the course material. These repetitions are meant to
stress the importance of these areas and to reinforce learning.
Unit Objectives
By the end of Unit 3, you should be able to:
1. Identify the different types of reports and proposals.
2. Write a variety of informal and formal reports using the appropriate format.
3. Write a variety of informational and analytical reports using the appropriate

format.
4. Write a variety of policy statements.
5. Write a variety of proposals.
6. Use the different key terms related to reports and proposals.

UNIT 3 3
3.1 Informal reports

Objectives
By the end of this section, you should be able to:
1. Identify the differences between informal and formal reports.
2. List the steps involved in planning informal reports.
3. Choose the most appropriate way of organising informal reports.
4. Select the most appropriate writing style for informal reports.
5. List the various formats for presenting informal reports.
6. Write informal reports for a variety of situations.
Introduction
Written reports are usually classified into two broad categories  the informal or
short report, and the formal or long report. There are some differences between the
two categories of reports. It is generally true that formal reports are lengthier and
informal reports are shorter though it is not necessarily related to the length of the
documents.
Means (2001) refers to the long report as the formal report. We will use the term
‘formal reports’ for long reports and ‘informal reports’ for short reports throughout
this unit.
The terms “formal reports” and “informal reports” can however be deceptive as many
of us would consider the reports we routinely submit to our superiors to be formal
when actually they are technically defined as informal reports.
In the very technical sense, the formal report normally comprises many parts
starting from a title page to a table of contents, and finally a summary. Because
of the complex structure of the report, more time and effort have to be spent in
the preparation. A formal report on whether a new drug can be safely used for the
treatment of hypertension may take months or years to prepare, and would involve a
lot of time, effort and money. Similarly, an annual report to shareholders of a public
listed company would be categorised as a formal report as it is prepared based on
reports by workers from different divisions.
Informal reports are shorter. They are usually simpler in structure in the sense that
they are not made up of so many parts. Informal reports are usually more personal
and direct. They are usually routine reports written on a daily or weekly basis for
specific purposes which concern the organisation. Your report to your sales manager
would be classified as an informal report.
The table below shows the differences between an informal and a formal report:
Informal report Formal report

Can be prepared in a day or a few weeks. Take months or years to prepare.
Use an informal and personal style. Use a formal and impersonal style.
Are usually made up of just a few parts. Are made up of many parts.
Are usually short (1 – 5 pages). Are lengthier.
Both categories of reports are audience-driven as they are prepared because someone
has asked for them. You do not write a report just because you feel like doing so.
Your report should therefore be focused on your audience and the context.
Another common factor shared by the two categories of reports lies in the entire
process of planning and organising the reports. This section discusses the planning
and organisation of both formal and informal reports. We will discuss the process of
preparing informal reports, followed by the steps taken in the preparation of formal
reports. This will help you to differentiate between formal reports and informal ones
more easily. You will be attempting a large variety of activities to help you in the
writing of both formal and informal reports.
Planning informal reports

The skills required for the writing of informal reports are amongst the most important
because you can expect to prepare these reports quite often at the workplace. Even
though informal reports are usually not lengthy, you must allow for careful planning,
drafting and revising if you want to be sure that the report you write is concise and
effective.
Writing concisely, so that the reader does not need to waste time reading wordy
reports, takes time and effort. The use of correct grammar and punctuation will also
help to make your informal report easier to read.
Informal reports are written for a variety of reasons. Routine reports provide
information about planned, ongoing, or recurring events. These would include field
trip reports, inspection reports, sales reports and progress reports which we will cover
in section 2 of this unit. Some informal reports such as incident reports are not
written routinely because they provide information about events which the writer
did not anticipate. These could be reports on accidents, breakdowns and delays.
Such reports tend to be more informative than persuasive although there are always
exceptions as all reports are structured according to the needs of the receiver(s).
Such reports can be written in different formats ranging from memos to letters and
manuscripts.
UNIT 3 5
Informal reports are written for readers who need information to get a job done.
Do not get the impression that they can be finished quickly merely because they
are informal. In writing informal reports, it is necessary to go through the different
stages of the report writing process.
The following diagram summarises the steps in the writing of informal reports:
Identify problem
Identify the audience
Determine scope and

the schedule
Develop preliminary outline
Collect data
Analyse data
Write report
Edit and revise
Identifying the problem
When you are asked to write a report, you need to identify the problem and the
purpose of the report. You must know why you are writing the report and what you
want the reader(s) to do after they read the report.
It is advisable to start by stating your purpose or your goal.
Examples:
1. This report is to identify the main cause of the accident.
2. The purpose of this report is to identify the three main reasons for the fall in
sales figures.
3. This report will answer the question “Is the technical department understaffed?”
Identifying the audience
It is also advisable at this stage to identify your audience. You need to know who
is going to read your report. Different people may have different opinions on the
subject and the writer of the report. As you decide on your purpose, you also need
to bear in mind the needs of your audience. Remember that the report you write
must use language that is appropriate for your readers so that they will consider
your report seriously.
Activity 3.1
Study the following situations and identify the purpose or goal of

the reports that have to be written.
1. A worker in the factory has been injured in an accident while at

work. The worker had to be hospitalised. As his immediate
superior, you are asked to write a report for the manager as
well as for the insurance company which will pay for the hospital
charges. Decide on the purpose of each report.
Report for the manager:
_________________________________________________
Report for the insurance company:
_________________________________________________
2. The organisation you work for is unable to manufacture enough

vehicles to meet orders which have been accepted. During
the last six months, the organisation has been faced with staffing
problems as well as with a shortage of parts. As the head of the
production department, you have been asked to write a report
for the manager. Decide on the purpose of this report.
_________________________________________________
3. Your company would like to market a new line of sports products

some time during the year but is uncertain about the most
suitable time for the launch. You have been asked to write a
report. What would be the purpose of your report?
_________________________________________________
UNIT 3 7
Determining the scope and the schedule
Determine the scope of your report before you proceed further. How much are you
going to include in your report? If the purpose of your report is to find out if the
technical department is understaffed, then do not waste time and effort writing
about staffing in other departments or the financial standing of the organisation.
When you have decided on the scope of your report, prepare a schedule for the
writing of the report. Your schedule should indicate the steps that need to be taken
and may be in the form of a chart or a list. It is necessary to indicate in the schedule
the timeline for each stage of the report writing process.
Some routine weekly reports (e.g., reports on sales figures or reports on staff
performance) should obviously be prepared over a shorter time frame.
The following is an example of a schedule for the writing of a report.
Timeline/Expected
Stage Action
date of completion
Researching • Prepare and distribute 1 January 2015
questionnaire
• Interview employees
Analysing results • Collect questionnaires 5 January 2015
• Analyse outcome of interviews
Outline reporting • Record results of analysis 8 January 2015
• Decide on outline
Writing a. Write draft of report 11 January 2015
Revising b. Edit, proofread, print and 12 January 2015
submit report
The research you conduct and the sources of information you use will determine
the quality of the report. Carefully collected data can enhance the credibility of
your report.
Developing a preliminary outline
You need to decide on a preliminary outline so that information you collect

can be properly organised. Means (2001) suggests that you arrange material for
informational reports using one of the following five ways:
1. Chronological order
2. Order of importance
3. Logical order
4. Category
5. Geography order
Remember that the preliminary outline you choose is not necessarily the format
you will be using when you present your report. The preliminary outline is just to
help you organise whatever information you gather in the course of your research.
Collecting data
Research is a process where you work to discover interesting and rewarding

information regarding the subject you are writing on.
Research is classified into two categories:
1. Secondary research
2. Primary research
Secondary research
Secondary research is based on information collected by others and probably

published in books or periodicals. It is the least costly and most accessible source of
information. However, secondary research is only useful if you know what to look
for and where to look.
Libraries provide different sources of secondary material ranging from magazines

and books to audio-visual materials. You can also conduct secondary research by
referring to past reports on similar topics, contacting government departments and
competitors, or sourcing for up-to-date information on the computer database.
Trade directories, encyclopaedias, government publications, and some Internet sites
can be very helpful. It is most important to make sure that the secondary sources
you refer to are reliable.
Secondary research
Books,
periodicals and Government Computer
encyclopaedias publications database
Internet Trade
sites directories
UNIT 3 9
Primary research
Primary research is firsthand research which results in new findings and original
information. Data based on actual tests or on personal observations are more reliable
and will enable you to write more effective reports.
Interviews with the layperson or the specialist as well as questionnaires and surveys
may be time-consuming but they help to give you a more accurate picture of the
subject you are reporting on.
Primary research
Personal observation Interviews Questionnaires
Certain information can be best determined by asking questions. If you plan to

conduct a survey as part of your research, decide on the format and the delivery.
You may wish to ask questions in an interview or over the telephone. You may also
present your questions in printed form.
You also have to decide who to include in your survey. You will have to select a sample
if the group involved is too large. Sometimes, a mail survey or an email survey can
be useful when you need a larger sample.
If you are preparing a questionnaire, remember that your objective is to obtain

accurate and relevant information for very specific purposes. Not everybody will
answer the questions in questionnaires truthfully. So, do bear this in mind when
you analyse the results.
In designing a questionnaire, try to use only one page and limit your questions to
a maximum of twelve. You can ask closed questions which invite respondents to
choose from alternative answers. These include Yes/No questions, multiple-choice
questions and ranking questions. You may want to ask open questions which will
invite the respondents to respond in their own words.
An example of a closed question:
Do you drink soya bean milk? Yes/No
Closed questions are easier to compile and to analyse but they limit the responses as
to what are provided in the questionnaire. Open questions encourage individualised
answers but analysis of the answers will be more time-consuming and will need
much objectivity.
An example of an open question:
What do you think of Scent shampoo?
In preparing a questionnaire, remember to use familiar and neutral vocabulary. It

is meaningless asking a respondent if they prefer polyunsaturated cooking oil when
you are not sure if they understand the term. Questions should be short, simple and
strictly neutral. Make sure you do not use suggestive language which may influence
the response. Questions such as “Do many doctors recommend this milk powder?”
may result in distorted answers. In place of questions, you can use statements for
ranking purposes.
The following is an example of part of a questionnaire with open questions:
1. What do you expect of a good shampoo?
__________________________________________________________________
2. In what ways did the product meet your expectations?
__________________________________________________________________
3. In what way(s) did the product fall short of your expectations?
__________________________________________________________________
4. What do you like best about the product?
_________________________________________________________________
The following is an example of a questionnaire with closed ranking statements:
Please rate your stay at our hotel so that we can serve you better in future.
Excellent Good Moderate Poor

Check-in process ƶ ƶ ƶ ƶ
Cleanliness of rooms ƶ ƶ ƶ ƶ
Hotel facilities ƶ ƶ ƶ ƶ
Food ƶ ƶ ƶ ƶ
Service ƶ ƶ ƶ ƶ
UNIT 3 11
Activity 3.2
Analyse the situations below and decide on the methods you would
adopt to conduct research for the reports you have to write.
1. Your company, which runs a chain of fast food outlets, plans

to open another three outlets in Penang and Kuala Lumpur. You
have been asked to write a report so that the company can decide
on suitable locations. What methods would you use to conduct
research?
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
2. The international organisation you work for would like to invest

in Malaysia. You have been asked to write a report on employee
welfare and benefits in Malaysia so that your company can make
a decision on whether to proceed with the plan. How would
you conduct research to gather information for the report?
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
Activity 3.3
You work for an airline. Prepare a questionnaire for distribution to

all passengers who board flights on your airline. The questionnaire
is meant to help you prepare a report on how to improve the services
provided by the airline. Decide on the type of questions you would
ask and make sure that they are worded in simple correct English.
Analysing data
Information you collect is only useful if you analyse and present it correctly. A
person who interprets data effectively needs to have good analytical skills as well
as be objective.
Bias in the interpretation of results should be avoided at all costs. Bias may arise due
to preconceived ideas which may be either favourable or unfavourable. The only
remedy is to be constantly aware of the possibility of bias that is usually related to
race, gender, age, religion or other forms of prejudice.
Make sure that you compare only data that is logically related. For example, you
cannot compare property prices today to property prices twenty years ago if you do
not take inflation into consideration.
For sale: RM10,000

Year: 1900
Expensive?
For sale: RM2 million

Year: 2009
Cheap!
Source: Picture postcard courtesy of Ms. Yeoh Suan Choo
View your own analysis from a critical point of view. No matter how much time
you have spent analysing the data collected, always try to be a critic of your own
analysis as well. It would be wise to discuss your analysis with others to make sure
that your interpretation is sensible and objective.
Reliable statistics can help to make your report more credible and convincing but
pages of statistics will only confuse the reader. It is the duty of the person writing
the report to analyse the general meaning of the figures and then to present only
necessary statistics to give credibility to your report.
Several interpretations of data collected may be possible. So, it is necessary to select

the interpretation with the most merit and draw conclusions from that interpretation.
Recommendations are only made if they are asked for.
Writing the report
After having completed the various steps in planning the informal report from
identifying the problem to collecting and analysing the data, it is time to write the
first draft of the report. The final stage would be to edit, revise, and then proofread
the report. The process of writing a report is similar to the process of writing the
essay which was discussed in Unit 1.
UNIT 3 13
Organising informal reports

The purpose of organising information that is collected is to make it easy for readers
to understand the report. Effective organisation of informal reports normally requires
you to include just the right amount of information in the most appropriate places.
The organisation of an informal report is not as elaborate as that of a formal report.
Direct and indirect order
Informal reports are usually organised in one of the following orders:
Direct order
Most informal reports are written in this order where the main idea is presented
first, followed by supporting information. Everybody values time at the workplace
and a report with the main idea at the very beginning saves time.
Indirect order
This order is only used when you expect a negative response from the reader. In this
case, you present the supporting data and reasons first, followed by the main idea.
For instance, it would be wise to use this approach if you are proposing an idea
which you believe your superiors may not respond positively to.
The report outline
Once you have analysed the data, take another look at your audience and your
purpose. Proceed to decide on the structure that will be most effective in helping
you to achieve your goal. You can refer to the preliminary outline you have prepared
when you are collecting data and revise the outline based on the data that is collected.
Most informal reports are usually made up of four main sections. Give each section
a clear heading that will tell the reader what to expect. The way these headings are
arranged will depend on whether you are using direct order or indirect order to
present your report.
An example of an outline for an informal report using direct order:
Note that in this outline, the main ideas are listed immediately after the introduction.
1. Introduction
This report will determine if the new staff incentive programme is successful and
identify measures to further improve the programme.
2. Main ideas
2.1 The new staff incentive programme is working well.
2.2 Staff development programmes should be introduced.
3. Findings and supporting details
3.1 The salary scale of all categories of workers is favourable as compared to

those in other organisations.
3.2 Overtime incentives for all categories of workers are well accepted.
3.3 85% of staff interviewed are interested in educational and development

opportunities.
4. Conclusion/Closing
An example of an outline for an informal report using indirect order:
In this outline, the main ideas are listed after presenting the findings and supporting
details.
1. Introduction
The purpose of this report is to explain the large staff turnover in the company
and to identify solutions to the problem.
2. Findings and supporting details
2.1 The salary scale of all except management level staff is unfavourable as
compared to those in other organisations.
2.2 80% of all staff are unhappy over low overtime rates.
2.3 80% of all staff are dissatisfied with promotion opportunities.
3. Main ideas
3.1 New staff incentive programmes for lower level staff should be
introduced.
3.2 The staff salary scale should be revised.
4. Conclusion/Closing
UNIT 3 15
Activity 3.4
Prepare an outline for an informal report to determine the reasons

for the fall in consumer sales in the organisation over the months of
July to September in 2014. Identify steps to overcome the problem.
Assume you are the sales manager and that the report is for the
general manager.
Organise the information according to categories.
1. Introduction
_________________________________________________
_________________________________________________
_________________________________________________
2. Reasons for the fall in consumer sales
_________________________________________________
_________________________________________________
_________________________________________________
3. Steps to overcome the problem
_________________________________________________
_________________________________________________
_________________________________________________
4. Conclusion
_________________________________________________
_________________________________________________
_________________________________________________
Writing style
A report written in the appropriate style and one that fits the readability ability of the
reader is a report which will be well received. Choice of words, length of sentences
and arrangement of paragraphs all contribute towards an effective report.
The following are some aspects to consider in the writing of reports:
1. Use of pronouns
2. Choice of words
3. Sentence structure
4. Placement of topic sentence
Use of pronouns
Informal reports can be written in a more personal style where you can use the
first person pronoun I and the second person pronoun you when you are writing
for readers of the same rank. However, in an impersonal report, it would be more
appropriate to use the third person pronoun like he, she or they when writing to
someone of a higher rank or someone in another organisation.
Examples:
Informal
1. I suggest that we consider better pay for the staff.
2. We should purchase more computers for the company.
Formal
1. They (The staff ) would like their salary scale to be revised.
2. The company (It) would benefit from the purchase of more

computers.
Choice of words
Use words which you are sure the reader will understand. Avoid unfamiliar words and
heavy expressions which may make your writing difficult to read. If using specialised
terms, make sure your reader can understand them; otherwise, explain the terms.
Use concrete words and avoid abstract terms like “a majority” and “a sizable profit.”
Avoid words which show any form of bias towards race, gender, or religion.
Examples:
Poor choice of words

1. If a customer pays in cash, he will be given a 5% rebate. (Gender-biased)
2. A decent profit was made. (Abstract)
3. During the preceding year, the company operated at a financial loss.

(High-sounding)
UNIT 3 17
Appropriate and precise choice of words

1. Customers who pay in cash will be given a 5% rebate.
2. The company made a 30% profit.
3. Last year, the company lost money.
Sentence structure
Keep sentences short. This does not mean that you write only sentences with four
to five words. There should be variety in the length of sentences. Most importantly,
the sentence length must cater to the reading level of the audience you are writing
for. Ensure that there is no repetition or redundancy, and the sentences follow
grammatical rules.
Examples:
Poor sentence structure

1. Modern, up-to-date technology will be used. (Repetition)
2. After reaching a deadlock in the negotiation an independent arbitrator was

employed. (Grammar)
Correct sentence structure
1. Modern technology will be used.
2. An independent arbitrator was employed because the parties had reached a

deadlock in the negotiation.
Placement of topic sentence
A well-written paragraph will always have a topic sentence expressing the main idea.
The topic sentence is usually the first sentence of the paragraph in most reports as it
tells the reader the main idea straightaway. Sometimes, the topic sentence is placed
right at the end of the paragraph when you plan to draw a conclusion based on the
supporting ideas given earlier.
Examples:
Topic sentence at the beginning of a paragraph

The majority of economists expect the first quarter inflation results for Malaysia to
increase by 5%. Of the 120 economists interviewed, 83% see the consumer index
growing, 10% see a stagnant growth and 7% see a fall in the index. Of this group,
nearly all (90%) believe that the government will take measures to keep inflation
in check.
Topic sentence at the end of a paragraph

The significant role of foreign investors should not be overlooked. At present, foreign
investments in the stock market represent 33% of total market value. In fact, three
international investment funds have recently agreed to invest in our market. Thus,
total market value is not likely to decline.
Components of informal reports

Informal reports are similar to academic essays  they are made up of three basic
parts: the Introduction, the Body, and the Conclusion.
Introduction
Main idea
Body
Findings
Conclusion
The introduction
The purpose of the introduction is to inform the reader what the report is about.
The length of the introduction depends on the purpose of the report, and its format.
If the report is in a memo or letter format, the introduction may just be a short title
line, or made up of a few sentences.
For slightly longer informal reports which may be in the form of manuscripts, your
introduction may include additional information such as overview of the main ideas
or findings that you will include in the body of the report.
The body
The body is usually the longest part of the report. This is where the findings are
presented. Some may wish to include the recommendations here.
This section of the report has to be well-organised following the outline you have
planned. For the report to be reader-friendly, give headings and subheadings to the
various findings presented in the body of the report. You can see examples of these
headings in the various samples throughout the unit.
UNIT 3 19
The conclusion
As in most forms of writing, the conclusion is your final opportunity to reinforce

your idea and to impress or convince the reader. If you are using direct order, this
is the place to re-emphasise your main idea(s).
If you are using indirect order, then your conclusion is based on the findings or data
presented in the body. You may choose to state your recommendations here instead
of in the body of the report. If you have several recommendations, you may want
to present them as a list.
Formats of informal reports

Reports can be written for people within the same organisation, or for persons outside
the organisation. Most informal external reports are formatted as letters, while most
informal internal reports are written in the form of a memo. Lengthier reports (both
external and internal) would normally be written in the form of a manuscript.
Letter reports
If the report is meant for someone outside your organisation, you will usually use
the letter report. As the term implies, a letter report is a report written using the
letter format. Letter reports usually deal with shorter problems that can be presented
in 1 – 5 pages. However, this does not mean that longer reports cannot be written
using this format.
Letter reports are usually more personal, and pronouns such as “I,” “you,” and “we”
are often used, although there are always exceptions to the rule. As with other reports,
the writing style should be clear and meaningful.
Letter reports may be arranged in both direct order and indirect order. Indirect order
is usually preferred if the report has to be mailed, as it will be an initial reminder to
the reader as to how it originated.
Example:
As authorised by your board of directors on 18 July 2014, this report reviews the
training opportunities for your employees.
If you choose to use direct order, you should begin with a subject line which includes
keywords to identify the problem.
Example:
Subject: Report authorised by the board of directors on 18 July 2009 on training

opportunities for employees.
Irrespective of the order you select to write the letter report, remember that all
components of reports should be included. You will need the introduction to explain
the purpose of the report, and to mention who asked for the report. You proceed
to write the body of the report where you can present your main idea(s) and your
findings. The conclusion may mention some expected follow-up action from the
reader and must always end on a goodwill note. Include headings (and if necessary,
subheadings), for each part of the report.
The following is an example of a short informal report, presented in a fully-blocked

letter format:
Freeway Event Planner

16 Jalan Max
10400 Penang
Tel: 04-2291228
18 September 2014
Mr. Ronald Lim

President
Sunshine Residents’ Association
3 Jameson Road
10200 Penang
Subject: Report on regular activities for members of Sunshine Residents’

Association
Here is the report you requested on 15 July 2014. After talking to 100 ordinary
members and five committee members of Sunshine Residents’ Association, I
recommend that you consider the following activities for 2015.
Tai-chi classes:
80% of the members interviewed suggested regular keep-fit activities. 62% of these
members are senior citizens who are not working, and 66% of those interviewed
showed an interest in having regular tai-chi classes in the mornings.
Karaoke sessions:
62% of members interviewed showed an interest in singing. The respondents were

from different age groups, ranging from working adults to retired seniors. Evening
karaoke sessions held in the community centre would attract a large turnout.
Conclusion:
Our interviewers have come to the conclusion that the members are willing to pay
a maximum of RM60 per month for the activities.
Please do not hesitate to contact me if I can be of any assistance in organising the

activities.
Sincerely,
Azizah Hassan
Manager
UNIT 3 21
Memorandum reports
Memorandum or memo reports are widely used within organisations. Most

memo reports are between people who know one another, and are therefore
written informally. However, if you are writing to someone of a higher rank in the
organisation, then a more formal writing style may be required.
Memo reports normally need no introduction. Most memo reports are written on
standardised formats that are usually stipulated by the organisation. All the required
information can be easily identified immediately as most standard formats place the
subject at the top of the page.
Example of a standard format for a memo:
MEMORANDUM
To:
From:
Date:
Subject:
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
Manuscript reports
Manuscript reports are usually longer and can be used either within the organisation
or sent to external parties. The main reason these reports are not written as memos
or letters is due to its length. It would be easier to read lengthy reports with lots of
information when they are written in manuscript form under several headings and
subheadings.
The components of a manuscript report are essentially the same as those of other
reports with an introduction, a body and a conclusion. The only major difference
would be that the body of the report will include much more information that is
normally presented under several headings and subheadings.
Activity 3.6
Decide on the format you would use for each of the following reports
and provide a reason for your choice.
1. A weekly report on the performance of sales personnel to the

sales manager of your organisation.
_________________________________________________
2. A report to explain a delay in the delivery of goods to the

manager of another company.
_________________________________________________
3. A report on customer expectations commissioned by an airline

company.
_________________________________________________
4. A report to justify purchases of each of fifty items on the

inventory for the general manager of your company.
_________________________________________________
5. A report by the officer-in-charge of traffic offences for the chief

police officer on the number of traffic violations in the month
of August 2014.
_________________________________________________
Summary
In this section, you were introduced to the differences between

informal and formal reports. The focus in this section here is on
informal reports.
You learnt the various steps on planning an informal report, the

ways you can organise the report, and the appropriate writing style
to adopt.
You learnt that an informal report is similar to an academic essay

with its three parts  the introduction, body, and conclusion. The
major difference is that the report requires the use of headings and
subheadings so that the readers can locate the parts they need to
read easily.
You also analysed the three formats for presenting informal reports
 the letter, memorandum, and manuscript formats.
UNIT 3 23
Self-test 3.1
1. Explain the differences between a formal report and an informal

report.
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
2. Explain when you need to use direct order and when you need
to use indirect order when writing informal reports.
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
3. Name the three formats that are used in the writing of reports
and explain when you would use each format.
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
4. Why are headings an important part of formal reports?
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
5. Why do we need to state the purpose of the report in the

introduction?
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
Suggested answers to activities
Feedback
Activity 3.1
1. Report for the manager:
This report is to identify the cause of the accident and to explain

action taken to compensate the injured worker.
Report for the insurance company:
This report is to describe the extent of the injury sustained by the

worker during an accident at the factory.
2. This report is to identify the two main reasons for our inability
to meet orders.
3. The purpose of this report is to identify a suitable date for the

launching of our new line of products.
4. Select the ideas that you want to include.
Activity 3.2
1. I would firstly conduct secondary research to find out the

location of the most densely populated areas in Penang and
Kuala Lumpur. I would also conduct secondary research to find
out the number of fast food outlets in these areas and how
successful these outlets are. I would then follow up by
interviewing a sample group in each of these areas regarding the
need for another fast food outlet there.
2. I would consult the Labour Department of Malaysia about

government regulations on employee welfare.
UNIT 3 25
Activity 3.3
Please rate the services of this airline so that we can make our
flights even more pleasant for you.
Excellent Good Moderate Poor

Check-in process ƶ ƶ ƶ ƶ
Boarding procedure ƶ ƶ ƶ ƶ
Service of in-flight attendants ƶ ƶ ƶ ƶ
Meals served on the flight ƶ ƶ ƶ ƶ
In-flight entertainment ƶ ƶ ƶ ƶ
In-flight reading material ƶ ƶ ƶ ƶ
Punctuality ƶ ƶ ƶ ƶ
Activity 3.4
1. Introduction
The purpose of this report is to determine the reasons for the

fall in consumer sales in Zen Corporation over the months of
July to September in 2014 and to identify steps to overcome
the problem.
2. Reasons for the fall in consumer sales
a. Prices of twenty of the most popular consumer products

were increased by 5% in July 2014.
b. No new consumer products were introduced in the months

of July to September in 2014.
c. No festive occasions were celebrated from July to September

in 2014.
3. Steps to overcome the problem
a. Prices of most popular consumer items should not be

increased.
b. A variety of new products should be introduced.

4. Conclusion
With the most popular consumer products offered at lower

prices and with a greater variety of products for sale, consumer
sales should increase especially from October to December in
2014 when several festivals will be celebrated.
Activity 3.5
1. Profits last year improved by 35%.
2. Employees who ignore this rule will have their salaries deducted.
3. Our company will deliver the goods by 10 February 2015.
4. We have not determined the causes for the drop in room rates
for the month of January. However, we know that road repairs
during that time caused massive traffic jams in the area and that
the budget for marketing was reduced by 20%.
5. The number of students absent was higher by 20% for the

month of October. This was because public buses were not
running and the school buses were unable to cater to the large
number of students. Many students also preferred to stay at
home to revise just prior to the examinations.
Activity 3.6
1. A memo report.
2. A letter.
3. A manuscript.
4. A letter or a manuscript.
5. A memo report.
UNIT 3 27
3.2 Formal reports

Objectives
1. Identify the major features of formal reports.
2. List the components of formal reports.
3. Use the most appropriate approach to present information in formal reports.
4. Select the most appropriate style for writing formal reports.
5. Select the appropriate format for writing formal reports.
6. Write formal reports for a variety of situations.
Introduction
Formal reports are usually quite lengthy, and they are concerned with major issues
and investigations. Formal reports are sometimes required by top management or
agencies. Although the steps involved in the planning of a formal report and an
informal report are the same, the formal report can be the result of weeks or even
months of hard work.
It is neither possible nor practical to discuss in detail the writing of a formal report
in this short unit as this topic is a subject by itself. However, it is useful to know
the basics of formal reports so that you will know what it involves when reference
is made to formal reports in the course of your work. For all you know (without
your realising it), you might even be in one of the committees or sub-committees
set up by your company to prepare a formal report.
Features of formal reports

Some of the basic differences between informal and formal reports have been
discussed in the section earlier. However, there are several features in formal reports
you need to know.
1. Scope
The formal report is written after an in-depth study of a problem and

therefore can have very major implications. A factory plant may be relocated
to another country or a company may decide to change to a completely
different line of business as a result of a formal report.
An informal report normally examines one part of a problem while a formal

report covers a very extensive range of topics related to a major issue. A
master plan to solve transport problems in Penang or Ipoh would be in the
form of a formal report, whereas a proposal to introduce a new bus route
would be in the form of an informal report.
A year to A week to
prepare? research
and write?
Master Plan for the

Northern Corridor A proposal to buy an
additional two buses
2. Research
A formal report requires comprehensive research which will provide readers

with required detailed documentation. Research can be conducted using
a combination of the methods we have discussed earlier, and the findings
analysed by specialists in the area. This is both a time-consuming and
expensive process. Research conducted for informal reports are usually much
less complex and normally do not involve much expenditure.
3. Format
It does not make sense to present a lengthy formal report in the form of
a memo or a letter. The formal report is normally divided into various
sections with many headings, subheadings, and appendices. The headings
and subheadings make it easy for the readers to go straight for the parts
which they wish to read. We will be discussing the format of the formal
report later in this subsection.
4. Time-schedule
The formal report may be commissioned by an agency or a company, and the

findings may become a record for future reference. Because of the amount
of research and other related work that have to be put in, the formal report
may take months or even years to complete while an informal report may
be written sometimes in a few hours.
UNIT 3 29
5. The audience
The people reading the formal report will be higher up on the hierarchy
while those reading informal reports will normally be your immediate
superiors or your other colleagues. Company directors and ministers may
read formal reports.
6. Collaborative effort
While the informal report can be researched and prepared by an individual

or a small group, the formal report normally requires collaborative effort
involving several committees.
Activity 3.7
Listed below is a list of objectives of different people or organisations

asking for reports to be prepared. Indicate against each objective
whether a formal report or an informal report is required.
1. To determine whether a new factory should be set up in China.
________________________________________________
2. To decide whether the working hours of civil servants should

be reduced.
________________________________________________
3. To check if employees in the company are happy with

remuneration benefits.
________________________________________________
4. To determine whether the company should employ foreign

workers.
________________________________________________
5. To decide whether every employee should have access to a

computer.
________________________________________________
Components of formal reports

A formal report can be divided into three major parts  with each part comprising
several headings:
1. Preliminary section
• Letter of transmittal or memo of transmittal
• Title page
• Acknowledgements
• Table of contents and table of illustrations
• Executive summary
2. Body
• Introduction
• Findings usually presented in several major divisions
• Summary, conclusion and/or recommendations
3. Supplements
• Appendix
• Bibliography
Preliminary section
The preliminary section provides information about the body of the report. It
comprises the following:
1. A transmittal letter or memo of transmittal which you would send together

with the report to the person who asked for it. This is usually a direct message
 something like “Attached is the report ...”
2. A title page showing the title of the report and other information which
will give identity to the report. You should include complete identification
of the writer and the recipient of the report. You should also indicate the
date the report is prepared.
3. A table of contents showing the main headings and the page numbers.
UNIT 3 31
4. An executive summary which gives a synopsis or summary of the report.

The major points are mentioned in an executive summary so that busy
executives can view the main points immediately without having to read
every detail in the report.
The body
The body of the report is made up of the following parts:
1. The introduction explains the purpose of the whole report. It prepares the
reader for the report proper. The objective is usually phrased as a question
or in the infinitive form.
Example:
To assess the consumer market for canned durians in China.

What advertising devices should be controlled?
You may include the scope of the report, the history and limitations in this
section of the report.
2. Findings and analysis usually presented under several major headings form
the major part of the report. This part of the report normally mentions the
methodology used to collect information. The information collected is then
presented in relation to the problem.
3. Summaries, conclusions or recommendations where recommendations are

sometimes drawn from conclusions made on the findings. Depending on
the purpose of the report, the conclusion may be merely a summary or may
offer recommendations.
Supplements
Supplements can include one or both of the following:
1. An appendix normally includes information related to the report. It provides

supplementary information that supports the report. Sample questionnaires
or a glossary explaining terms may appear in this section. Charts and graphs
which directly support the report should be in the body of the report and
not in the appendix.
2. A bibliography (sometimes called references or works cited) acknowledges

the sources of information mentioned in the report. This is especially
necessary if the research has involved library research.
Direct and indirect approaches

Just like an informal report, the formal report has two approaches to present its
information  direct or indirect.
1. Direct approach
In the direct approach, summaries, conclusions or recommendations come

first. The supporting facts come later.
Example:
The working hours of employees in financial institutions should be

increased. This conclusion is reached after a thorough investigation over
the past month.
This recommendation is supported by a study of the working hours and

overtime work over the past month:
1. Employees in financial institutions work five days a week.
2. They work a total of 35 hours each week.
3. 90% of employees in financial institutions work an average of 8 hours

overtime every week.
2. Indirect approach
The indirect approach starts with the findings and then comes to a
conclusion. This approach usually has a longer introduction.
Example:
Investigations on the working hours of employees in financial institutions

over the past month reveal the following:
1. Employees in financial institutions work five days a week.
2. They work a total of 35 hours each week.
3. 90% of employees in financial institutions work an average of 8 hours

overtime every week.
The above findings lead to the conclusion that working hours of employees
in financial institutions should be increased.
Most formal reports are written using the direct approach so that readers
are presented with the main points at the beginning. However, if you expect
a negative response to your report and you feel you may need to persuade
your reader to accept your idea, then an indirect approach can be used.
UNIT 3 33
Writing style
Most formal reports are professionally written, and the writing style adopted is
impersonal and objective. Here are the most important rules to follow:
1. Avoid personal pronouns
In grammar, the first person and second person refer to pronouns. The first
person pronouns are I, we, me, us, my, mine, our, and ours. The second person
pronouns are you, your, and yours.
Writing in the first and second person makes the writing sound personal
and informal. A formal report should not be personal. Avoid referring to
yourself in a formal report:
Reference to yourself No reference to yourself

I conducted the study… The study was conducted…
In this report, I recommend… In this report, it is recommended…
I propose that… It is proposed that…
2. Avoid expressing opinions
In writing formal reports, avoid phrases that express opinions. The writing
should be objective, i.e., without any expression of personal opinions.
Expressing opinions Objective

I think… It appears that…
In my opinion… Research shows that…
I believe that… The statistics reveal that…
It is my view that… It is clear that…
3. Adopt an impersonal and objective style
For a formal report to be professional, it should therefore be written in an

impersonal and objective style.
Personal Impersonal and objective

After studying the advantages A study of the advantages and
and disadvantages of investing in the disadvantages of investing
overseas markets, I have come to in overseas markets lead to the
the conclusion that your company conclusion that Meiki Enterprise
should limit investments to Malaysia. should limit investments to Malaysia.
You will not have to worry about Fluctuating currency exchange rates
fluctuating currency exchange can be risky. Furthermore, it will be
rates and you will be investing in safer investing in familiar territory.
familiar territory if you limit your
investments to Malaysia.
Activity 3.8
Rewrite the following parts of reports so that they are more objective,
impersonal and more suitable for a formal report.
1. We observed that sales in your Kuala Lumpur outlets increased

by 5% over the last month while sales in your other regional
outlets fell by over 6%. We think your company should reduce
the number of outlets in other regions.
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
2. After studying the unemployment rate of graduates from this

institution, I have come to the conclusion that you need to
upgrade the facilities, the staff and the reputation of the college.
If you can improve on the reputation of your college, then your
graduates will be more marketable.
________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
3. I think that a lot needs to be done by your government. Firstly,

you should allocate a budget to upgrade and maintain public
washrooms. Secondly, you should impose a penalty on members
of the public who vandalise public washrooms. Thirdly, you
should conduct regular spot checks.
________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
Format of formal reports

Most formal reports are written following specific formats  some of which are
designed by the organisation itself.
The physical appearance of a report definitely has an effect on the reader. If the
report is a neat and well-arranged document, a favourable impression that the work
has been professionally done is immediately created. Alternatively, an untidy and
UNIT 3 35
poorly organised report will create a negative impression, and that may indirectly
affect the receptiveness of the reader to whatever information is conveyed.
With the aid of computers, reports can now be very effectively presented. It is always
worth the time and the effort to remember these guidelines:
1. Cover
Choose a cover that is suitable for the report you have written. Reports are
usually read by a large number of people and a sturdy cover with proper
binding would be more practical.
2. Paper
Paper usually comes in various sizes. A4-sized paper (i.e., 8.5 inches by 11
inches) is more commonly used for formal reports. White paper is normally
used for most reports, but certain organisations may prefer to use coloured
paper to identify work from different departments.
3. Layout
Top and side margins are usually one-inch for double-spaced texts.
Sometimes, a wider top and side margin may be used to give the page more
white space when the text is written in single-spacing. Enough white space
in every page makes the document easier to read.
4. Headings
Headings are titles to various parts of a report. Headings lead the reader
through the report. First-level headings are used to start off major sections,
and second-level headings deal with sub-topics under each first-level
heading. The arrangement of first-level and second-level headings should
be consistent so that readers can distinguish at a glance the major headings
and subheadings.
Ensure that you start all headings with the same part of speech and that
the headings are parallel in structure. For example, if you use a noun for
one first-level heading, then you should use a noun to start all first-level
headings. Similarly, if you use a verb to start a second-level heading, then
make sure all your second-level headings start with a verb.
Example:
Measures to improve cleanliness

Engage the services of a cleaning agency.
Arrange for daily garbage disposal service.
Steps to improve staff productivity

Allocate a larger budget for staff benefits.
Ensure better staff promotion prospects.
Activity 3.9
Rewrite the following headings and subheadings of a report so that

they are parallel in structure.
How to improve greenery

Planting more trees.
Do not allow the removal of old trees.
Improving the landscape

Employ a professional landscaper.
Foreign workers can be employed.
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
Graphics and visuals

Most formal reports make use of graphics and visuals to illustrate the findings.
However, graphic and visual aids should only be added if they help the reader to
understand the information better.
You may read in detail about this topic in “Incorporating graphics and visuals” in
Unit 4.
UNIT 3 37
Summary
In this section, you were introduced to the writing of formal reports.

You learnt about the features and components of formal reports.
You also learnt that selecting either the direct or indirect approach
to presenting your information depends on how you think your
readers will respond to the report. You also learnt that in writing
formal reports, you need to adopt an impersonal and objective
style  and the rules to follow to achieve that style.
Self-test 3.2
A formal report can be divided into three major sections, with each
section comprising several headings. Identify the headings for these
three sections:
• ______________________________________________
• ______________________________________________
• ______________________________________________
• ______________________________________________
• ______________________________________________
2. Body
• ______________________________________________
• ______________________________________________
• ______________________________________________
3. Supplements
• ______________________________________________
• ______________________________________________
Feedback
Activity 3.7
1. Formal report
2. Formal report
3. Informal report
4. Informal report
5. Informal report
Activity 3.8
1. A study on sales of Caesar’s Shoes showed that sales in Kuala

Lumpur outlets increased by 5% over the last month while sales
in other regional outlets fell by over 6%. Caesar’s Shoes should
reduce the number of outlets in other regions.
2. A study of the unemployment rate of graduates from Green

College leads to the conclusion that Green College should
upgrade its facilities and its staff. These steps will improve the
reputation of the college and contribute towards more
marketable graduates.
3. A study of public washrooms in the state leads to the conclusion

that the government should allocate a budget to upgrade and
maintain public washrooms. The authorities should conduct
regular spot checks and impose a penalty on members of the
public who vandalise public washrooms.
Activity 3.9
How to improve greenery

Plant more trees.
Do not remove old trees.
How to improving the landscape

Employ a professional landscaper.
Employ foreign workers.
UNIT 3 39
3.3 Writing Informational and

Analytical Reports
Objectives
1. Identify the differences between informational and analytical reports.
2. List examples of informational and analytical reports.
3. Identify the major features of informational and analytical reports.
4. Select the appropriate format for writing informational and analytical reports.
5. Describe the differences between alphanumeric and decimal outlines.
6. Write informational and analytical reports for a variety of situations.
Introduction
All reports are written for a special purpose and they are categorised according to
the purpose for which they are prepared.
The table below gives you an idea of how reports can be categorised.
Reports
Informational Analytical
reports reports
Field trip Progress Inspection Annual Analysis of Systems

reports reports reports reports alternatives white papers
Incident Other informational

reports reports — staff
reports, etc.
Informational reports provide the reader with information. The purpose of the
report is definitely to inform but this may be coupled with another purpose. The
informational report may inform and then persuade. Alternatively, it may inform so
that an opinion can be justified, or so that a decision can be made. Means (2001)
uses the term managerial report to refer to the informational report.
Informational reports are used by people of all levels in the workplace to give
others (both inside and outside the organisation) the information they need. For
example, you could inform your manager about the progress your team is making.
Your manager may use your report to inform a client when a product will be ready
for delivery.
Although most informational reports fall within the category of informal reports,
there may be exceptions to the norm. Informational reports are usually direct and
to the point. They tend to be more personal and are usually written in the past
tense as they tend to refer to events which are over or completed. The present tense
should be used for something that is still in progress and the future tense is used
when referring to actions which need to be taken in the future.
Example:
At the meeting of department heads on 30 October 2014, you requested to provide

information about the fringe benefits of our factory workers in comparison to those of other
organisations. The aim of this report is to present the information required and suggest steps
which can be taken to improve the current situation.
Informational reports
Provide information Are more personal Are usually shorter
Analytical reports (sometimes referred to as scientific reports or technical reports)

are written to report on projects which need extensive research and analysis. They
present data, analyse the problem, draw conclusions, and make recommendations.
Because of the scope of such reports, they normally take a lot of time to prepare.
They can be presented as either formal or informal reports. Most analytical reports
are quite lengthy and they are written objectively.
Analytical reports
Provide conclusions Need extensive Are impersonal Are usually lengthier

and recommendations research
UNIT 3 41
Activity 3.10
Decide if each report is to be analytical or informational for the

following situations.
1. An organisation deciding on the most appropriate piling system

to be used for the building of a bridge.
_________________________________________________
_________________________________________________
2. A drug company studying the side effects of a drug to treat

diabetes.
_________________________________________________
_________________________________________________
3. An organisation deciding whether to employ more staff.
_________________________________________________
_________________________________________________
4. A company deciding whether to promote some staff members.
_________________________________________________
_________________________________________________
5. A hotel checking on occupancy rates for the month.
_________________________________________________
_________________________________________________
Informational reports
Informational reports are regularly written workplace documents. You may have
written a progress report, a report on a member of the staff, or a report on an incident
at the workplace. You may be one of those who have to write periodic reports  daily,
weekly or monthly. A good working knowledge about the writing of informational
reports is therefore necessary to function effectively at the workplace.
Informational reports are sometimes categorised and given different names such as:
• Staff reports
• Status or progress reports
• Audit reports
• Periodic reports
• Field trip reports
• Incident reports
Irrespective of the names given to the reports, they share basically the same formats
and outline. The difference lies in the purpose and therefore in the content of the
reports.
1. Report format
Informational reports can be written as memos or letters. They are

sometimes written on standard company forms or following a standard
format that has been decided on by the organisation. As discussed, a memo
format is usually used for internal reports, and a letter format is normally used
for external reports. A report that is that is longer than six pages are normally
prepared in as a manuscript.
If the organisation has a standard form for the report, blank spaces are
usually provided so that the information gathered can be added in. Some
organisations have different report forms for different purposes. For example,
there may be a form to report incidents, and another form to record daily
sales figures. If you work for an organisation which has ready forms for
reports, make sure you use them.
An example showing the format of a letter report was given in the subsection
on the formats of informal reports. You will notice that in letter reports there
are several headings within the letter.
The same applies to a memo report. The format is basically the same as that
for other memos except that there are usually headings to help the reader to
follow the report more easily. Depending on the nature and the purpose of
the report, the headings may vary but terms like Introduction, Summary
and Findings are very regularly used.
UNIT 3 43
Below is an example of a memo report:
Bethoven Cars
To : Jane Augustine (General Manager)

From : Yusuf Ali (Personnel Manager)
Date : 20 October 2014
Subject : Request for additional computers in the sales department
Introduction
On 1 October 2014, the sales manager requested for an additional five

personal computers in the sales department on the grounds that sales
personnel have to wait to access computers for routine duties.
Findings
There are currently 15 computers shared by 35 sales personnel in the sales

department. Fifteen of the sales personnel are stationed in the showroom
every working day, and the rest work outside of the office. All sales personnel
return to the office to record their sales and to check on the availability of
stock on the computer database at the end of each working day.
Sales personnel who return early and those stationed in the showroom
can complete the necessary work on the computer earlier, but those who
return just before the end of the working day have to wait for their turn to
use the computers.
About five sales personnel have to stay on for an extra one hour after work
to complete their work on the computers.
Conclusion/Recommendation
Based on the findings, I believe that another five computers are required
by the sales department.
Yusuf Ali
An example of a standard report form to report faulty computers:
Computer Fault Report Form
Date: _________________________ Time: __________________________
Department: __________________ Workstation number: ____________
Circle the problem area(s): Monitor Keyboard Mouse

Software CPU Printer
USB port Modem Compact disc drive
Other problem areas (if any): ______________________________________
Describe the problem(s) in detail: ________________________________

_____________________________________________________________
Reported by: __________________ Department: ___________________
Follow-up Action
Attended by: __________________ Date: ____________ Time: __________
Action taken: ___________________________________________________
2. Report content
Many informational reports are written for people within the organisation.
Reports on progress in a project and periodic reports written to provide
information at regular intervals are the more commonly prepared
informational reports. These reports are usually written using direct order
and presented under the following headings:
• Introduction
• Summary
• Objectives
• Findings
• Analysis
• Conclusion
• Recommendation
UNIT 3 45
Introduction
The first part of any report is the introduction. Sometimes, just completing
the template of the memo provided by most word processing software is
enough. The template normally shows the words To, From, Date and
Subject. The information given would be adequate introduction especially
for regular reports written on a daily or weekly basis.
Summary
The most important part of the report (i.e., the summary or the abstract)
normally comes after the introduction. Most busy executives do not have
time to read every word in the many reports they receive. A summary gives
a shortened version of the objective, the major findings, the conclusion and
the recommendations (if any). Unlike in essays, the summary is placed at
the beginning of a report and not at the end.
Objective
The purpose or the objective of the report is clearly stated in usually a single
sentence. This should be a very clear statement showing the reader what the
report is attempting to do.
Example:
This report is to determine the number of customers who have withdrawn

their orders during the month of July 2014.
Findings
Your findings are revealed under the heading Findings or Details. Because
we usually collect more information than required, there tends to be a
temptation to include unnecessary data here. Be very careful to present only
data and information that are relevant to the objective.
Arrange your findings in an appropriate order. Avoid vague or extreme terms

when you report your findings.
Example:
Vague Most of the staff members are satisfied with the new working
hours.
Specific 90% of the staff members are satisfied with the new working
hours.
Analysis
An analysis of the results is presented. This section is sometimes combined

with the findings as it may be easier to relate your analysis to your findings
as you write the report.
Conclusion
A conclusion is drawn, and this is based on the findings and the analysis.
Recommendation
This section is sometimes coupled with the conclusion as recommendations

are made based on the conclusion. This is a very important part of the
report. Do remember that recommendations should only be given when
they are asked for.
Be specific in your recommendations. Also, make sure your recommendations

are grammatically correct and phrased to show confidence. Use of words
such as “should” and “could” will give the impression that you are confident
of your suggestions.
Examples:
Vague 1. I recommend that the budget for travel next year be

increased so that the problem may be improved.
2. Someone should be sent to check on the security guards

regularly.
Specific 1. I recommend that the budget for travel next year be
increased to RM25,000. This should solve the problem.
2. The Chief of Security should be sent to check on the

security guards regularly.
Activity 3.11
Rephrase each of the suggestions below so that they are grammatically

correct, specific and show confidence.
1. I think that you may want to add more computers to the office.
_________________________________________________
UNIT 3 47
2. We suggest that planes may not take off when the Air Pollution
Index is too high.
_________________________________________________
3. Each worker may be asked to work overtime.
_________________________________________________
4. We think you may buy a new water dispenser for the office
instead of repairing the old one.
_________________________________________________
5. Somebody can be appointed to check all office equipment

weekly.
_________________________________________________
Activity 3.12
The four paragraphs below are parts of a report under the headings
Introduction, Finding, Conclusion, and Recommendation.
Identify which part of a report the paragraphs belong to.
Paragraphs Headings
Based on our analysis, there is little risk of
a fall in sales figures.
Companies concerned with the current
negative market trends should reduce
production.
During our visit, the following were noted:
a. The roof was leaking.
b. The washrooms were dirty.
c. There were no toilet rolls.
d. There were no personnel on duty.
This report on air pollution index
level was commissioned by the State
Government on 2 January 2008.
3. Pagination
Most informational reports are usually short and no pagination is required

if the report is only a one-page document. Do note that it is necessary to
number the pages if there is more than one page to the report.
Where you decide to place the page numbers depends on whether the
organisation you work for has any preference. Look at the reports you receive
or ask your superiors. Page numbers are usually placed on the upper right
hand corner or at the bottom centre of the page.
4. Drafting the report
After you have conducted your research, you need to classify the data
collected and analyse the results. Then, you need to identify what to include
and what to exclude in the report you will be writing. Remember to be as
objective as possible when you select and interpret information.
Decide on the most appropriate format before you draft your report. Are
you going to write a memo, a letter, or merely complete a ready-prepared
report form? Decide on the organisational pattern of your report. Are you
going to use chronological order, the order of importance, geographical
order, logical order, or categorical order?
Checklist
Research
completed/ Format Organisational
Data collected selected pattern selected
Results Objectivity
analysed checked
When you have decided on all these, you are ready to draft your report. We
will be discussing a variety of informational reports.
5. Composing field trip reports
At the end of an assignment out of the office, you may be asked to prepare
a field trip report. You may have to describe what you saw or what you
accomplished during the field trip. Irrespective of the duration of the trip,
you will have to write an informational or factual report.
UNIT 3 49
Health officers from local councils go out on field trips to check on food stalls
for a few hours at times. At the end of the trip, a report has to be written.
Similarly, a team may be sent to raid dealers of pirated DVDs, and a report
will also have to be written at the end of the day.
The five Ws  Who, What, Where, When and Why  will have to be
covered in the report. In the introduction, you need to mention who went
as well as where and why you went. In the findings, you will need to show
what you found. In the conclusion, you may need to explain what action
was taken and why such action was taken.
Example of a field trip report written in a memo format:
To : Lenny Lim, Chief Engineer

From : Ajay Gopal, Senior Road Works Engineer
Date : 15 September 2014
Subject : Resurfacing roads in the inner city
Introduction
On 14 October, Ali Hassan (Road Works Engineer) and I visited the inner
city. We drove around the area where the roads have to be resurfaced to
check on the progress.
Summary
The road resurfacing project in the inner city is behind schedule and the
contractor needs to be reminded of the deadline and the penalty for late
completion of work.
Findings
Most of the roads have not been resurfaced. There were only three workers
working on the roads throughout the inner city. These workers were unable
to explain the delay.
The contractor was nowhere in sight. When I contacted him on the phone,
he said he was facing a shortage of material.
Conclusion
The project is scheduled for completion by 30 September, and it is obvious

that the project will not be completed on time unless work progresses very
aggressively within the next two weeks.
Activity 3.13
Go on a field trip to hawker centres or food outlets in your area and

write a field trip report on cleanliness for the Head of the Health
Department of your area. You can use the following questions as a
guideline to help you in the writing of the report.
1. Where, when and why did you go?
2. What did you see?
3. What conclusion did you reach?
4. What suggestions do you have based on your findings?
6. Composing progress reports
Very often, workers have to write progress reports to keep the higher
authorities aware of how a project is coming along. The management needs
to be kept updated about any delays and problems so that appropriate action
can be taken.
When writing a progress report, you will have to give an overview of the
project in the introduction. You will then need to give details about progress
made and about any obstacles encountered. In the conclusion, you can
mention your expectations or your plans for the future.
Example of a progress report written in a letter format:
Gorgeous Art Gallery

311 Jameson Road
50110 Selangor
15 October 2014
Encik Abdullah Hamid

Curator
National Museum and Art Gallery
50566 Kuala Lumpur
Dear Encik Hamid,
Introduction
The artists you selected are painting the local heritage buildings you
identified. Work began in July on the understanding that each artist should
have five paintings ready for viewing by 30 October.
UNIT 3 51
Summary
Progress on the paintings commissioned for the National Museum and

Art Gallery is proceeding on schedule. The paintings should be ready for
viewing by 30 October 2014.
Details
We encountered problems obtaining permission from some owners of the

heritage buildings initially as some of them would not allow the artists into
their homes. This problem has been solved as they have come to realise the
huge benefits this project will bring to them.
Conclusion
Work is nearly complete and all the fifty paintings should be ready on
schedule. I expect to deliver the entire lot of fifty paintings to the National
Museum and Art Gallery on 30 November 2014.
Sincerely,
Reagan
Reagan Ang
Activity 3.14
Think of a task your manager or supervisor has asked you to

complete. Write a progress report on the project. The following
questions can be used as a guide to help you in preparing your report.
1. When will the task be completed?
2. What does the task involve?
3. What has been achieved so far?
4. What problems have been encountered?
5. What will be achieved in the future?

7. Composing inspection reports
You may need to inspect work, procedures and equipment in the course of
your work. Some inspections are conducted on a routine basis while others
are conducted when a problem arises. Many inspection reports include
recommendations.
Some organisations have prepared forms for routine inspection reports so
that the person conducting the inspection just needs to complete the form
after each inspection. Other organisations prefer informational reports to
be written after each inspection.
The summary should include what you think of the procedure or the
equipment you are inspecting. The introduction should mention the
purpose of the report. You can describe the procedure or equipment and
analyse the steps or parts in your findings. Finally, you may wish to make
recommendations in your conclusion.
Example of an inspection report written in a memo format:
To : Anjita Pillai (Plant Manager)

From : Jennifer Goh (Security Supervisor)
Subject : Security in Mainstream Electronics
Introduction
As instructed by the Board of Directors on 10 September 2014, I checked

the security system in Mainstream Electronics.
Summary
The security system in Mainstream Electronics is far from satisfactory.
Findings
Five of the twelve door sensors are not working. The windows are not linked
to the central alarm system. One security guard controls entrances and exits
from the main gate. When the guard is away from the gate for meals, there
is no one to manage the main gate.
Conclusion
The security system is inadequate and needs to be improved. The door

sensors should be repaired and the windows should be linked to the
central alarm system. An additional security guard should be stationed at
the main gate.
UNIT 3 53
Activity 3.15
Analyse any equipment or mechanical device used in your office.

You may look at the personal computer, the photocopy machine or
any other equipment. Using the following questions as a guideline,
write an inspection report for your superior.
1. What is your opinion of the equipment?
_________________________________________________
2. What is the purpose of the inspection?
_________________________________________________
3. What are your findings?
_________________________________________________
4. What are your recommendations?
_________________________________________________
Activity 3.16
Answer the following questions on informational reports.
1. What is the purpose of writing an informational report?
_________________________________________________
2. Name the three formats that are used in the writing of

informational reports.
_________________________________________________
3. Name the basic parts of an informational report and explain

the types of information you would include in each part.
_________________________________________________
4. Explain the type of information you would expect to find in

the summary of a field trip report.
_________________________________________________
Analytical reports
The analytical report (sometimes referred to as the technical report or scientific
report) covers a very wide scope, and would usually involve collaborative work
involving a group of people. A technical report involves extensive research,
investigation and analysis. It is usually formal.
An analytical report normally defines a problem, presents data and information to

support an analysis. It also draws conclusions and makes recommendations based
on the data.
As mentioned earlier, data can be collected through primary or secondary research.

Do be mindful of information overload when you are searching for secondary
information. You may find yourself loaded with information which may or may
not be related to your report because of the vast amount of material that is now so
easily accessible through the Internet. Be resourceful and selective when you conduct
your research.
As with informational reports, there are also many types of analytical reports.
Companies prepare lengthy formal annual reports for their shareholders. The
analysis of alternatives report analyses problems and discusses alternative solutions.
The systems white paper report supplies readers with information related to
technology. The difference between these reports is again in the purpose and the
content.
1. Report outlines
Means (2001) suggests that you use a preliminary outline to help you at the
early stage. You can use one of the following preliminary outlines to help
you analyse information you have collected.
Preliminary outline
Hypothesis
Using this method, you can identify possible causes to a problem and pose
them as hypotheses. You proceed to formulate a series of questions to prove
or disprove each hypothesis.
For example, if you are writing a report on why there is a large turnover of
staff in your organisation, you may come up with a series of hypotheses and
questions which can serve your purpose.
UNIT 3 55
Examples:
1. Staff salary is too low (Hypothesis 1)
a. What is the salary scale of our staff?
b. What is the salary of staff in similar organisations?
c. How important is salary to staff members?
2. The organisation does not place enough emphasis on staff welfare

(Hypothesis 2)
a. What welfare benefits do we give to our staff members?
b. What welfare benefits do staff members in other organisations

receive?
c. How does the workforce rate staff welfare benefits?
Alternatives
You can arrange your preliminary outline this way if you have several
alternative solutions to your problem.
For example, you need to write a report on which department should get
a bigger budget. One alternative would be to look at the number of staff
members in each department. Another alternative perhaps would be to look
at the productivity of each department.
Examples:
1. Number of staff
a. Supermarket division
b. Fast food division
c. Fine dining division
2. Income generated
a. Supermarket division
b. Fast food division
c. Fine dining division

Staff benefits
1. Salary
a. Low compared to those in similar organisations.
b. Increment small compared to those in other organisations.
c. No payment given for overtime work.
2. Health benefits
a. Limited to RM100 per month.
b. No dental benefits.
c. Hospitalisation and surgical charges fully paid by the insurance

company.
When you are ready to write your report, you can decide on one of two
outlines:
1. Alphanumeric outline
2. Decimal outline
Alphanumeric outline
The alphanumeric outline divides a topic into sections marked with Roman
numerals, capital letters, numerals, and lowercase letters:
I. Roman numerals (I, II, III, IV, V)
A. Capitals (A, B, C, D, E)
1. Numerals (1, 2, 3, 4, 5)
a. Lowercase letters
UNIT 3 57
The example of a report below has four levels of subdivisions using the
alphanumeric outline:
REPORT ON THE SUITABILITY AND RELEVANCE OF THE TRAINING

MATERIALS
I. INTRODUCTION
II. FINDINGS
A. Suitability and relevance of the training materials
1. Materials that were suitable and relevant
a. IT materials
b. Company procedure materials
2. Materials that were unsuitable and irrelevant
a. Out-of-date IT materials
b. Out-of-date procedure materials
3. Quality of the training materials
a. Printed materials
b. Digital materials
B. Effectiveness of the training personnel
1. In-house trainers
2. Part-time trainers
III. RECOMMENDATION
A. Cost effectiveness of the course
B. Parts of the course to be retained or changed
a. IT materials
b. Company procedure materials
C. Parts of the materials to be retained or revised
a. Printed materials
b. Digital materials
D. Changes to the training personnel
1. In-house trainers
2. Part-time trainers
IV. CONCLUSION
Decimal outline
The decimal outline is now popularly used in business and scientific writing.
Instead of Roman numerals and alphabets, decimal outlines separate topics
by decimal numbers.
The above report using the alphanumeric outline can be rewritten using
the decimal outline as in the example below. Note that if there appears
to be a lot of subdivisions, it may be neater to have some parts combined.
REPORT ON THE SUITABILITY AND RELEVANCE OF THE TRAINING

MATERIALS
1.0 INTRODUCTION
2.0 FINDINGS
2.1 Suitability and relevance of the training materials
2.1.1 Materials that were suitable and relevant
2.1.2 Materials that were unsuitable and irrelevant
2.1.3 Quality of the training materials
2.2 Effectiveness of the training personnel
2.2.1 In-house trainers
2.2.2 Part-time trainers
3.0 RECOMMENDATION
3.1 Cost effectiveness of the course
3.2 Parts of the course to be retained or changed
3.3 Parts of the materials to be retained or revised
3.4 Changes to the training personnel
4.0 CONCLUSION
UNIT 3 59
Be consistent in your preparation of an outline. If you write a complete

sentence for the first point, then use complete sentences for the rest of the
points. If you use a phrase to explain one point, then use phrases throughout
for all your points.
Activity 3.17
Revise the following outline so that there is consistency. Rewrite the

report below using both the alphanumeric and decimal outline.
High protein diet
1.1 Diet varieties

1.1.1 High protein, high fat and low carbohydrates.
1.1.2 Eat a lot of high protein, low fat and moderate carbohydrates.
1.2 Advantages
1.2.1 Leaves the person feeling full.
1.2.2 You lose weight faster.
1.3 What are the disadvantages
1.3.1 Weight lost is from water.
1.3.2 Causes a high intake of saturated fats and leads to coronary
heart problems.
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Decimal outline
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
2. Parts of an analytical report
The format of an analytical report varies as it depends on the purpose and

also on the organisation. Reports of fewer than six pages can be written as
memos or letters but longer reports are normally prepared in manuscript
form.
Most analytical reports comprise the following parts:
Title page
The report title, the writers and the date of the report are usually presented
in an attractive manner on the title page.
Letter of transmittal
This is the short letter that is sent together with the report itself to the person
who has requested for the report.
Table of contents
The topics in the report and the pages on which they appear are shown
clearly on this page so that the reader can more easily refer to the topics
that they wish to.
Summary or abstract
The purpose of the report, the research methodology, the major findings,
and the conclusions or recommendations are summarised here. The summary
normally does not exceed one page and is written in paragraphs. The points
are not bulleted or listed so as not to create a fragmented effect. Most busy
executives who have no time to read the entire report will at least read the
summary.
Body
The body gives a brief introduction of the topic and states the purpose of
the report. It also explains the scope of the project and the research methods
used. Again, depending on the purpose of the report, there may be sections
devoted to experimental results and problems encountered.
Headings and subheadings are always used in the body of the report to help
break up long paragraphs and to show a flow in the content. Analytical
reports are objectively written in the third person and do not contain any bias.
UNIT 3 61
Conclusions and recommendations
This is where the data gathered is analysed and recommendations made based
on the findings. There may be several conclusions and recommendations.
When this is the case, there could be a section on conclusions and another
on recommendations. Unlike the summary at the beginning of reports,
conclusions and recommendations are explained very carefully and in much
detail.
Acknowledgements
This section allows you to acknowledge the people or organisations that

have helped you in your study. This section can be omitted depending on
how your study has been conducted.
References or bibliography
A list of all your references should be included here. You will find a reference
list at the end of every unit of your course material.
Activity 3.18
Rewrite the following sentences so that they are objective and

unbiased.
1. We tested the drug on people of three age groups from our

country.
_________________________________________________
2. You may be interested to know that there is a chemical reaction

when this solution is applied to leather products from your
company.
_________________________________________________
_________________________________________________
3. They decided it would be better for you to take the product off
the shelf.
_________________________________________________
4. We think you will have to inject further capital into your

company by asking your shareholders to take up rights issues.
_________________________________________________
_________________________________________________
5. We discovered that the fault lies in the contaminated fat that

you add to your product.
_________________________________________________
_________________________________________________
Summary
In this section of Unit 3, we discussed the differences between

informational reports and analytical reports. We also looked at
different types of informational reports, the outlines as well as the
format of informational and analytical reports. You were reminded
of the writing style used in the preparation of these reports.
You attempted several activities related to the writing of

informational and analytical reports. You also wrote different types
of informational reports.
Considering that reports play a big role in workplace writing, you

obviously cannot avoid reading or writing reports. We do hope
you will approach report writing with a positive attitude now that
you know how informational and analytical reports are prepared.
Self-test 3.3
Answer the following questions.
1. What is a letter of transmittal which accompanies reports?
_________________________________________________
_________________________________________________
2. What should be included in the conclusion of an informational

report?
_________________________________________________
_________________________________________________
UNIT 3 63
3. To a busy executive, which part of an analytical report would

be most important? Why?
_________________________________________________
_________________________________________________
4. Rewrite the following sentences so that they are suitable for

inclusion in reports.
a. We think there is little accuracy in the 30-day sales forecast.
_____________________________________________
b. The new building is three stories high, solid brick

construction and a corner lot.
_____________________________________________
Feedback
Activity 3.10
1. Analytical report
2. Analytical report
3. Informational report
Activity 3.11
1. I think that you should add ten computers to the office.
2. We suggest that planes should not take off when the Air
Pollution Index is 9 or above.
3. All workers should be asked to work overtime.
4. We recommend that you buy a new water dispenser for the

office instead of repairing the old one.
5. The technical chief should be asked to check all office equipment

weekly.
Activity 3.12
Paragraphs Headings
Based on our analysis, there is little risk of Conclusion
a fall in sales figures.
Companies concerned with the current Recommendation
negative market trends should reduce
production.
During our visit, the following were noted: Findings
a. The roof was leaking.
b. The washrooms were dirty.
c. There were no toilet rolls.
d. There were no personnel on duty.
This report on air pollution index Introduction
level was commissioned by the State
Government on 2 January 2008.
Activity 3.13
To : Maria Yusuf (Head of Health Department)

From : Jeffrey Ong (Health Officer)
Date : 15 November 2014
Subject : Cleanliness of food outlets
Introduction
Jane Julienne, Hans Lim and I visited five food outlets in Gurney
Drive, two in Batu Lancang, and three in Air Itam on 14 November
2014.
Summary
Only 50% of the food outlets meet our standard on cleanliness. We

need to remind the food outlets about our cleanliness ruling and
to impose fines on those who do not meet our standards.
UNIT 3 65
Findings
Workers in five of the ten food outlets visited were not wearing
aprons, gloves and caps as required by the council.
Three of the food outlets used disposable plates and cutlery and
two food outlets had staff that cleaned the plates, bowls and cutlery
with clean tap water. In the other food outlets, food was placed on
top of banana leaves which were reused or in plates which were
rinsed in the same pail of water.
Conclusion
Steps need to be taken to improve on cleanliness in the food

outlets. I suggest that we send letters to all food outlets to remind
them of our ruling on cleanliness. A task force to conduct regular
checks on food outlets should be formed.
Activity 3.14
To : Sean Pillai, Manager

From : Jess Lim, Project Manager
Subject : Renovation of conference room
Introduction
The contractors and members of our Interior Designing team met

on 1 September 2009 to discuss the design and the specifications.
A decision was reached after a week and work began on 20
September 2014.
Summary
Renovation work at the conference room is slightly behind

schedule. However, we should be able to speed up the work and
complete the renovation by 30 October 2014.
Details
The floor has been carpeted and work on lightings has also been
completed.
We faced a delay when we did not receive the stained glass we had
ordered for the windows on time. However, we have been informed
that the item will be delivered tomorrow. The contractors have
hired extra workers to make sure work is completed on schedule.
Conclusion
Renovation works should be ready on schedule and the conference

room should be ready for inspection on 30 October 2014.
Activity 3.15
To : Andy Williams (Department Head)

From : Jason Lim (Technician)
Subject : Inspection of department photocopier
Introduction
I checked the photocopier to see if it needs to be replaced or

upgraded as you requested yesterday.
Summary
The photocopier in the department needs to be changed.
Findings
A modern photocopier includes a number of paper trays which will

allow you to copy onto different paper stock such as letterheads,
A4-sized transparencies and legal size paper without having to
reload the machine. The photocopier in the department has only
one paper tray. The tray has to be removed and replaced each time
different paper stock is required.
Your department staff makes photocopies on standard A4-sized

paper, the company letterhead, transparencies, and also on F4-
sized paper. A total of about 1,000 copies on different paper stocks
are printed weekly for use by the department.
Conclusion
The photocopier in use is inadequate. It is not cost-effective to

upgrade the machine. I suggest that the present copier be replaced
with a digital photocopier with multiple paper trays.
Activity 3.16
1. An informational report provides information required by the

reader so that a decision can be made or so that action can be
taken.
UNIT 3 67
2. The informational report can be written as a memo or a letter.

It can also be written on prepared report forms.
3. The basic parts of an informational report are the introduction,

summary, findings, analysis, conclusion or recommendation.
The introduction shows who the report is from, when it is
written, for whom it is written and the subject of the report.
The summary gives a shortened version of the objective, the
major findings, the conclusion and the recommendations (if
any). The findings usually provide information collected
during the study and is sometimes combined with the analysis.
The conclusion is drawn based on the findings and the analysis.
A recommendation is made where relevant
4. The summary of a field trip report should indicate whether any

action needs to be taken.
Activity 3.17
High protein diet
A. Diet varieties
1. High protein, high fat and low carbohydrates.
2. High protein, low fat and moderate carbohydrates.
B. Advantages
1. The person feels full easily.
2. The person loses weight faster.
C. Disadvantages
1. Weight loss is from water.
2. Coronary heart problems are caused by a high intake of

saturated fats.
Decimal outline
High protein diet
1.0 Diet varieties
1.1 High protein, high fat and low carbohydrates.
1.2 High protein, low fat and moderate carbohydrates.
2.0 Advantages
2.1 The person feels full easily.
2.2 The person loses weight faster.
3.0 Disadvantages
3.1 Weight loss is from water.
3.2 Coronary heart problems are caused by a high intake of

saturated fats.
Activity 3.18
1. The drug was tested on people of three age groups in Malaysia.
2. There is a chemical reaction when this solution is applied to

leather products from your company.
3. It would be better to take the product off the shelf.
4. Further capital should be injected into your company by asking

the shareholders to take up rights issues.
5. The fault lies in the contaminated fat that has been added to
your product.
UNIT 3 69
3.4 Writing Policy Statements and

Proposals
Objectives
1. Explain the purposes of policy statements and how they are phrased.
2. List the different types of proposals and their purposes.
3. Select the most appropriate format for writing the different types of proposals.
4. List the various parts of proposals.
5. Write policy statements and proposals for a variety of situations.
Introduction
Policy statements indicate company policies and provide guidelines that employees
may refer to in the day-to-day operation of the organisation. Proposals provide a
detailed plan of action submitted to readers for approval. A good working knowledge
of these workplace documents is necessary to function effectively at the workplace.
Policy statements are normally written for a purpose and formulated after much
research. They have been included in this section because new policy statements are
normally formulated as a result of reports or proposals.
Some organisations compile all their policy statements into manuals which prove very
useful to employees as a source of reference. You will obviously give your superiors
a better impression if you refer to policy manuals to find out about the appropriate
course of action regarding routine matters rather than asking them repeated questions
every time you encounter a problem.
New policies are introduced from time to time. These are presented as policy
statements which are circulated to all staff members and added on as a supplement
to the policy manual of the organisation. You will have to read and understand policy
statements at your workplace. You may be asked to compose policy statements if
you are in a management position.
Policy statements
Many organisations keep a policy manual where guidelines on company operations
are clearly recorded. Company policies in the manual are regularly updated and
employees refer to the manual to check certain policy statements so that they can
make decisions.
1. Purpose
Policy statements are usually written to standardise procedures and issues in

organisations. For example, there may be a policy statement on dress code,
working hours, and overtime pay.
The board of directors or the owners of an organisation decide on the policies,

and usually the work of writing the policy statements is assigned to someone
in the management team or to a technical writer. As all policies must comply
with the laws of the country, lawyers are sometimes engaged to review the
policy statements prepared to ensure that they do not violate any laws.
Most policy manuals contain information on the organisation as well

as information related to personnel. The company goals and objectives,
department responsibilities as well as personnel duties, and benefits are
normally included in the policy manual.
Some organisations will give new employees a copy of the policy manual.
Some will leave it to new employees to refer to the manual themselves when
they are unsure of certain matters.
2. Writing policy statements
Policy statements should be written positively as they are meant to guide

the employees and not to threaten them. Statements which are phrased in
an autocratic style may create a negative impact.
Phrase your statements carefully and make sure that they are firm, positive
and tactful. You can ask someone in the office to read the statement you
have written and see the impact it has on the person.
Example:
Autocratic Unpaid leave of over seven days will never be allowed.

Positive Employees are entitled to unpaid leave of up to a
maximum of seven days in each financial year.
UNIT 3 71
Activity 3.19
Rephrase each of the following policy statements so that they sound

positive.
1. Please be sure to dress smartly when you are in the office and
when attending an official function. We do not want to have
to ask you to leave the office because you are not properly attired.
_________________________________________________
_________________________________________________
2. Make sure you park in the lot allocated to you. Otherwise, we

will tow your car away.
_________________________________________________
_________________________________________________
3. There must be no eating and drinking in the office. You can

only eat and drink in the cafeteria.
_________________________________________________
_________________________________________________
4. Medical expenses will only be paid by the company if you are

hospitalised. All other medical and dental expenses will be paid
by employees.
_________________________________________________
_________________________________________________
All company policies must be approved by top management personnel. If you are a
technical writer or a member of the management staff, you may be asked to compile
all policy statements into a policy manual for your organisation if it does not already
have one. It is more likely that you may be asked to write a new policy statement for
circulation to the staff when management decides to introduce a new policy. The
date the policy will take effect should also be clearly indicated.
Example 1:
New Policy No. 321: Dress Code
All employees are expected to be in smart office-wear during working hours at the
office from Mondays to Fridays.
Men are expected to wear long-sleeve shirts and dark long pants. Ladies are expected
to wear dresses with long sleeves, and below-the-knee-length skirts or pants.
Employees may be more casually dressed in jeans and T-shirts during work after
office hours or on Saturdays.
Policy effective: 2 January 2015
If the policy is to replace an old one, indicate this clearly at the top of the page.
Example 2:
Replacement for Policy No. 32: Smoking
In keeping with the Environment Clean Act, the Board of Directors has adopted
the policy that there should be no smoking in the office as well as in the cafeteria.
Policy effective: 1 December 2014
It is always wise to include a short statement justifying the introduction of a new

policy. This is because the new policy may not be welcomed by the employees.
Example 3:
New Policy No. 326: Fuel Surcharge
Fuel Surcharge Rules imposed by the Aviation Industry require a fuel surcharge to
be paid by all passengers who travel by air. In an effort to comply with the rules, the
Board of Directors has adopted Policy No. 326: Fuel Surcharge.
All staff entitled to free holiday trips will pay the fuel surcharge when travelling by air.
Policy effective: 1 February 2015

UNIT 3 73
Activity 3.20
Write a policy statement to inform staff members of a new policy

that the company will reimburse them a petrol subsidy of 50%.
The company used to subsidise staff for all petrol used. Since this
is not a policy which will be welcome, include a short statement
to justify the policy.
Replacement for Policy No.:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Proposals
At some time or other, you will also need to write proposals whether they are
solicited or unsolicited. Proposals can lead to improved working conditions and a
more efficient business environment. Your superiors will definitely appreciate your
proposal if you have a suggestion which will benefit the organisation. As proposals
are plans that are presented to decision makers, you will need to write effective
proposals which can convince your readers to accept your ideas.
1. Purpose
Proposals are usually written to offer a solution to a problem. Proposals require

persuasive writing skills as you need to show the readers that conditions will
improve if the proposal is accepted and implemented. Readers will only
accept the proposal if they are thoroughly convinced that the benefits far
outweigh the money, time and effort which will have to be spent.
Proposals are plans submitted to people who have the authority to make
decisions. Proposals must be detailed and practical. They must be audience-
centred since they are persuasive in nature. Write with your readers in mind
and view budgets and other issues from their perspective when you write.
Most people are not immediately receptive to change. Hence, you must show
the readers how the changes will benefit them as well as the organisation.
2. Types of proposals
Proposals are normally classified into two main categories  unsolicited

and solicited proposals:
Proposals
Unsolicited proposals Solicited proposals
Internal External Internal External

unsolicited unsolicited solicited solicited
proposals proposals proposals proposals
A solicited proposal is requested by someone, whereas an unsolicited proposal

is a proposal sent to someone who did not request for it.
Writing proposals
1. Unsolicited proposals
There are two types of unsolicited proposals:
a. Internal unsolicited proposals
b. External unsolicited proposals
Internal unsolicited proposals
The primary purpose of such proposals is to offer a realistic and constructive

plan to help your organisation function more efficiently. At your workplace,
you may come across a more effective way of doing something or you may
think of a practical solution to a recurring problem. Even though you have
not been asked to write a proposal, you can take the initiative to do so if you
believe that your proposal will be of benefit to the organisation.
For example, you may have noticed something which poses a potential risk to
the environment or to the workers. You can come forth with an unsolicited
internal proposal which your superior(s) may appreciate.
Do remember to be sensitive to office politics and tread carefully. Remember

that your superior will expect to be convinced that the problem exists and that
the solution you propose is the best. When writing an unsolicited proposal,
do not expect your readers to automatically agree with you that a problem
exists. There is a high chance that the readers may regard your proposal as
a challenge to their ability.
UNIT 3 75
Before you write your proposal, consider the effect your plan will have on
your superior(s) and to other departments. Never submit a proposal without
sufficient supporting details. Internal unsolicited proposals are normally
written in the form of a memo and may include certain elements of a report:
• Title
• Introduction
• Recommendation or Solution
• Conclusion
Title
A title indicates clearly that the document is a proposal. The title should be
specific and limiting.
Example:
Broad unspecific title Idea to improve parking

Clear limiting title Proposal to solve parking problems at Denise
Factory
Introduction
An introduction explains the problem clearly. The introduction should be

concise and also provide sufficient background information so that your
audience can appreciate the rationale of your proposal. Remember to be
objective and not to offend the reader.
Example:
Lengthy You know that staff members in the factory have great
introduction difficulty finding places to park their cars. This is because
there are not enough parking lots on the factory grounds.
As a result, many of them park along the highway. This is
against the law and many have received summons and
paid a lot of fines.
Concise As you are aware, there are insufficient parking lots on the
introduction factory grounds. Many of our staff park along the highway
next to the factory and receive regular summons.
Activity 3.21
Write a title and a brief introduction for each of the following

situations.
1. The factory workers need new uniforms. Except for the new
workers who are given three sets of uniforms when they join, the
rest are using the uniforms given to them five years ago. Many of
the uniforms are faded and many are torn. This gives our factory
a bad image. As a result, when they have to attend meetings,
workers change into their own casual attire which may
sometimes not be appropriate.
Title ______________________________________
Introduction ______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
2. The machines in the office are not properly maintained. Many

of the computers which are not working have not been repaired
for weeks. We need a maintenance procedure to make sure that
equipment is regularly checked. We have to attend to this
problem as many of us cannot work efficiently when things are
not functioning. We cannot complete our work promptly.
Title ______________________________________
Introduction ______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
UNIT 3 77
Recommendation or solution
A recommendation or solution describes the steps that can be taken to solve the
problem or improve a procedure. Be specific and mention exact figures where they
are relevant. Depending on the situation, this may be presented under several
subheadings such as Staffing, Budget and Schedule.
Since the proposal is unsolicited, do remember to be as objective as possible. Never

challenge the ability of the reader in any way. Do not try to show that you have done
something which obviously your superior should have done.
Example:
Poorly worded You may not realise that there is a vacant 2-acre plot of land
recommendation adjacent to our factory. I have checked and found that the
land belongs to the local council. They are willing to lease it
out for RM 1,000 a month. I have asked them and they say they
can clear the land and mark the parking lots for an additional
RM1,000.
Objective Using the vacant 2-acre plot of land adjacent to our factory
recommendation for parking would solve the problem. The land belongs to the
local council which is prepared to lease it out for RM1,000 a
month. The council is prepared to clear the land and mark the
parking lots for an additional RM 1,000.
Activity 3.22
Compose a recommendation or solution to each of the situations

listed in Activity 3.21.
1. ________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
2. ________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
Benefits or justification
Benefits or justification explains how the proposal will benefit the reader or
the organisation. If expenditure is involved, this will need to be justified. Be
specific, thorough and objective.
Example:
If we lease the council land for use as a car park, parking problems would
be solved. Other benefits include:
• An additional 300 parking spaces will be created.
• Senior management staff can use the car park on the factory grounds.
• The other 250 workers can use the car park on council land.
• Visitors will be able to park in the extra 50 spaces.
Activity 3.23
Compose the benefits for each of the solutions you gave to the
situations listed in Activity 4.21.
1. ________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
2. ________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
Conclusion or summary
A conclusion or summary summarises your proposal and includes a request

to carry out the proposed action. As you are asking for your plan to be
approved, be polite.
Example:
Parking problems are a major concern among most staff members. I believe
the benefits to the staff, visitors and the company in general far outweigh
the expenditure that will be incurred. I hope you will consider leasing the
vacant land from the local council.
UNIT 3 79
Activity 3.24
Compose the conclusion for each of the solutions listed in Activity

4.21.
1. ________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
2. ________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
External unsolicited proposals
External unsolicited proposals are usually sales proposals. They are normally
used as a marketing tool to sell products and/or services to your organisation
and are usually written as letters.
Your audience will be top executives who have the authority to make
decisions. They may view your proposal rather sceptically as most of them
will not know you or your organisation.
Readers need to be persuaded to accept the fact that there is a need which you
can meet. You must also be able to convince the reader that your organisation
can provide the best service and/or product.
Unsolicited external proposals consist of several sections and the content

you include in your proposal depends on each specific situation.
Introduction
The introduction normally comes in one or two paragraphs and should

prepare the readers for the proposal proper. You need to indicate your
purpose. You may explain (where applicable) how you learnt of the problem.
You can also briefly mention your solution in the introduction.
Example:
While servicing the photocopier in your department last week, it occurred

to me that you might be interested in purchasing a new photocopier which
is more efficient and reliable. Since you purchased your photocopier five
years ago, new technology has made available energy-saving photocopiers
with many new features at reasonably low costs.
Based on our servicing records, we believe that the A12Riscophotocopier

will satisfactorily meet your needs for the present and well into the future.
Body
The body of the proposal should give a description of the service and/or
product you are selling. This is the most important part of your proposal
because readers need to know all the facts before they make a decision.
Show the cost and explain to customers what they are getting for the money.
Special features and advantages should be included here. If it will make your
document easier to read, you can include subheadings as well.
Example:
Features
The A12Risco photocopier prints 100 copies per minute. It has multiple
feeder trays which will allow the use of different paper sizes.
The A12Risco photocopier has a keypad which allows only authorised users
with special codes to use the copier.
The A12Risco photocopier offers top quality colour print in addition to black
and white. It also has an enlargement and reduction function which will
allow you to increase or decrease the size of your document by 50% to 200%.
The A12Risco photocopier measures 3' by 3' by 3' and will occupy half the
space of your present copier.
Your cost for each copy will be reduced to 1 sen compared with the current
cost of 3 sen.
Maintenance
We provide a three-year warranty on the product. Our service centre is open

24 hours a day, six days a week.
Cost
The product is priced at RM3,500. We will install the photocopier for free.
UNIT 3 81
Conclusion
The conclusion may stress the major benefits of your service and/or product
or the reliability of your organisation. You may suggest for the reader to
contact you and you then encourage him/her to approve your proposal.
A proposal is persuasive by nature. At the same time, it is important not

to make the readers feel that you are trying to rush them into a decision.
Example:
Risco has been supplying and servicing copiers for 50 years. We are
dedicated to giving our customers fast and efficient service.
We hope you will find this proposal acceptable. Please do not hesitate to
contact me for information on the A12Risco photocopier.
Activity 3.25
Your company conducts training courses covering a variety of

areas. Your company has conducted courses at Merci Multimedia
Corporation. You noticed during a recent training session that
Merci Multimedia Corporation has brought in a lot of foreign
factory workers who cannot speak English. Write a proposal to
Merci Multimedia Corporation suggesting that your company be
engaged to conduct English conversation classes for these workers
Ace Training Consultants

323 Grane Avenue
12300 Penang
Tel: 04-226342 1
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
2. Solicited proposals
A solicited proposal is written in response to a request. The request can be

made over the phone, at a meeting, through a letter or a memo.
There are two types of solicited proposals:
a. Internal solicited proposals
b. External solicited proposals
Internal solicited proposals
Some solicited proposals are within the organisation. For instance, your
superior notices a problem and asks you to write a proposal in relation to
that problem.
Example of a request for an internal solicited proposal:
Internal memorandum
To : Tony Adnan, Factory Manager

From : Jason Lim, General Manager
Date : 15 November 2014
Subject : Repainting the factory
Please prepare a proposal explaining if the factory needs to be repainted.

See if this can be done without affecting production.
You obviously need to check on the background of the issue, conduct some
research, analyse your findings and come up with a solution which you
think is best.
Usually, the person asking for the proposal is aware of the problem. There
will therefore be no scepticism on the part of the reader when the proposal
is presented.
These proposals are normally written in the form of a memo and would
normally include certain sections.
Title
The title will show exactly what the proposal is related to.
Example:
Proposal to repaint the factory.

UNIT 3 83
Introduction
The introduction will refer to the date the proposal was commissioned and
the person who asked for it.
Example:
In response to your request on 15 November 2014, I have prepared a

proposal to repaint the factory.
Body
The body of the proposal will explain your plan. You may mention the
expenditure that will be incurred as a result of your proposal.
Example:
The factory was last repainted eight years ago for RM30,000. The paint
has peeled over the years and a fresh coat of paint would incur an
expenditure of RM300,000 – RM310,000.
Painting of the factory will take about 30 days and workers may have to
work shifts while painting is in progress. Production will not be affected.
An advertisement calling for tenders to take on the project will be in all

the dailies (i.e., daily newspapers).
Conclusion
The conclusion will be a request for you to proceed with the plan.
Example:
I hope you will approve the proposal so that I can proceed with the
necessary action.
Activity 3.26
You have been asked by your manager to submit a proposal to

relocate senior managers to three new branches overseas. Write the
solicited internal proposal in the form of a memo.
Memorandum
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
External solicited proposals
Large organisations very often make requests for proposals that are often
referred to as RFPs. The organisations will usually identify a few companies
to prepare proposals. Sometimes, advertisements are inserted in newspapers
with a call for proposals.
It is actually an invitation to bid. Proposals are submitted by suppliers of

a service and/or product. For instance, a company may wish to determine
consumer interest in the posting of nutritional information in the
supermarket. An RFP can be made and proposals will be submitted by
companies which specialise in market surveys. These companies will propose
how they plan to carry out the survey and the company with the winning
proposal will be awarded the project.
Similarly, a fast food outlet can post an RFP to determine the beverage
they will supply with a standard meal to customers. Companies producing
beverages like Coca-Cola or orange juice can submit proposals. The proposals
will be thoroughly studied before a decision is made and the contract
awarded.
UNIT 3 85
External solicited proposals are written for a wide variety of purposes. They
can vary from a proposal on aircraft maintenance to a proposal for web
development.
Visual or graphic aids can be included in proposals. For instance, you are
submitting a proposal to landscape a garden. You can have photographs
showing an artist’s impression of the project when it is completed. You may
also include photos of flowers you will be growing in the garden.
White tulips bordered by blue daisies
In the writing of external solicited proposals, writers do not need to convince

the audience that a problem exists. Writers only have to concentrate on
finding a workable, practical and acceptable solution. Successful proposals
will normally result in your company being awarded a job.
Most such proposals are quite lengthy and may sometimes exceed ten to
twenty pages. These proposals are usually in the form of letters. Some
proposals are formatted very much like formal reports with a letter of
transmittal, a title page, a page listing the contents and an executive summary
followed with background information, the scope of the project, costs and
a detailed plan of action.
Very senior personnel are normally engaged in the writing of such proposals.
So, you will not be writing an external solicited proposal in this course.
Nevertheless, you need to be aware of the existence and the role of such
proposals as you may be involved in the preparation of such documents as
you progress in your career.
Activity 3.27
Answer the following questions.
1. What is the purpose of writing proposals?
_________________________________________________
_________________________________________________
2. What is the purpose of writing an internal unsolicited proposal?
_________________________________________________
_________________________________________________
3. Name the different types of proposals.
_________________________________________________
_________________________________________________
4. What attitude should the writer adopt when he/she writes

proposals?
_________________________________________________
_________________________________________________
3. Parts of a proposal
Proposals are usually made up of many parts or sections. Each section will
usually have a heading. There is no fixed rule as to what headings and
subheadings must be included in a proposal. There is usually a title, an
introduction, a body and a conclusion. What comes under each of these
headings depends on the nature of the proposal.
The following table shows possible parts of a proposal. The components

and the contents may vary.
UNIT 3 87
Title
Statement of problem
Introduction
Background information
Proposed solution
Body
Benefits/Justification
Conclusion
Request for approval/action
4. Proposal format
Proposals can be presented as memos, letters or as formal manuscripts

with accompanying transmittal letters.
A rough guideline to follow would be to write internal proposals as memos,

and external proposals as letters or formal manuscripts (if necessary).
Internal proposals memo

External proposals letter, manuscript
A few rules that would help in the preparation of proposals would be

regarding layout and physical presentation. A sloppy-looking document
stands a good chance of being regarded as sloppy careless work no matter
how well prepared it is.
Leave sufficient white space and use headings for easy reading. Visual and
graphic aids can be added where they serve a purpose.
5. Qualities of winning proposals
To write a winning proposal, you must first know your audience. A proper
audience analysis may involve research on the company you are writing the
proposal for.
Know the audience/organisation
• What are the company goals and objectives?
• What is the company size and what are the resources of the company?
• Has the company funded similar projects?
• Are there records of previously successful proposals?
Tips
• Describe the problem(s) and the proposed solution(s) clearly.
• Demonstrate your strengths and expertise. Support with examples of

completed projects in your external proposals.
• Stress benefits of your proposal to your organisation and/or to the client.
• Be prepared to deal with scepticism towards unsolicited proposals.
• Convince readers that your solicited proposal is superior to those of

others.
• Provide sufficient details to help the audience make an informed decision.

Be as concise as possible.
• Make sure your solution is practical and financially viable.
• Check the accuracy of your message and ensure proper grammar and
spelling.
Activity 3.28
The following internal proposal is vague and unconvincing. It has

grammatical, spelling and structural errors. Rewrite this proposal
so that it is more objective, effective and receiver-oriented.
Memorandum
To : Jane Tan (Division Manager)

From : Tony Lopez (Junior Management Executive)
Subject : Office documents
Since I start work six months ago, I have noticed a problem with
the way our division handles its documents. Files are everywhere
and it is sometimes difficult to search for letters which are left
unfilled. It took me more than 20 minutes to find a report for the
Human Resources Manager last week. Many people are unhappy
with this problem.
UNIT 3 89
You should have a proper filing system. I suggest that you can buy
some filing cabinets and ask your secretary to file the documents
and to label them properly.
You can ask one of the other division head how they do it. I notice
that there is a proper system in other divisions.
As for the cost, you may be can check our budget. It should not
cost very much.
Please follow my plan.
Memorandum
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
_______________________________________________________
Case study 3.1
Read the following case scenario and answer the questions that
follow:
Jane works in a well-established gift shop in Kuala Lumpur. The

shop specialises in gifts for special occasions like birthdays and
Christmas. Most of the customers call up to place an order. However,
business has slowed down over the past few years. Jane thinks it is
partly because many people purchase gifts online. The gift shop she
works for has only a website highlighting their services and products.
Interested customers still have to telephone or visit the shop to place
an order. Jane believes very strongly that business would improve
tremendously if orders can be made online. Jane decides to write a
proposal to the owner of the gift shop.
1. What type of proposal will Jane be writing?
_________________________________________________
2. What format should Jane use for her proposal?
_________________________________________________
3. What would be a suitable title for her proposal?
_________________________________________________
Summary
In this final section of Unit 3, we discussed the role of policy

statements and proposals at the workplace. You learnt how to phrase
policy statements. You were introduced to the different types of
proposals as well as to the various formats used in the writing of
these proposals. You were also reminded about the importance of
writing style in the preparation of these documents.
You attempted a number of activities related to the writing of policy

statements and proposals. You also answered some questions on a
case study.
UNIT 3 91
An understanding of policy statements will help you function better

at the workplace. Similarly, the ability to write effective proposals
will create a positive impact. Use the skills you have learnt to write
proposals you can be proud of.
Self-test 3.4
1. Rephrase the following policy statements so that they are

grammatically correct and positive.
a. All staff member have to clock in before 8.00 a.m. by swiping

your employee card on the new machine. If you do not do
so, you will be considered absent.
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
b. You are all not allowed to surf the Internet during office
hour.
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
2. Rephrase the following extracts from proposals so that they are

grammatically correct, objective, and clear.
a. The toilets in the office have not been clean regularly. The
flush system is not working. Some staff members use the
public toilets on the ground floor.
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
b. We make an interior design for your showroom. It is

attractive and practical. We will furnish the unit only with
import furniture and the built-in cabinets will be of teak
wood.
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
Suggested answers to activities and case study
Feedback
Activity 3.19
1. Employees should be dressed smartly when they are at the office

and attending official functions.
2. Employees are to park their cars only in the lots allocated to

them.
3. Food and drinks are not allowed in the office.
4. The company will pay all medical expenses incurred during

hospitalisation. Other medical and dental expenses are to be
paid by employees.
Activity 3.20
Replacement for Policy No. 62: Petrol Subsidy
As a result of rising petroleum prices, and in an effort to cater to the

welfare of employees, the Board of Directors has adopted the policy
that the company will subsidise staff with a petrol subsidy of 50%.
Policy effective: 1 September 2014

UNIT 3 93
Activity 3.21
1. Title Proposal to supply factory workers with new

uniforms
Introduction As you are aware, long-serving factory
workers were last given new uniforms five
years ago. These uniforms are now old and
faded.
2. Title Proposal for regular maintenance of office

equipment
Introduction Many of the machines and computers in
the office are not functioning properly. They
need to be maintained regularly so that staff
can work efficiently.
Activity 3.22
1. Supplying factory workers who have been with us for over two
years with three sets of new uniforms will solve the problem.
As new workers are supplied with uniforms when they join the
company, those who joined during the last two years are still
able to use their uniforms. This will incur an expenditure of
RM1,500.
2. Asking the maintenance department to check office machinery

and equipment weekly will rectify the problem. No additional
expenditure will be incurred.
Activity 3.23
1. If we supply three sets of uniforms to each of the factory workers,

the problem of improper attire will be solved.
• Properly attired workers project a good image of the

company.
• Employees can wear their uniforms when they are attending

meetings.
2. If the maintenance department were to check the office

machinery and equipment weekly, there will be greater efficiency
amongst the staff.
• Staff members will be able to complete their duties promptly.
• Staff members will have time to attend to additional duties

as they do not need to wait for equipment to be repaired
before they can do their work.
Activity 3.24
1. The old uniforms are a major cause of concern among the

factory workers. I believe the benefits to the staff and the
company in general far outweigh the expenditure that will be
incurred. I hope you will consider supplying factory workers
who have served over two years with new uniforms.
2. The faulty machines are a major cause of concern amongst

the staff. I believe the benefits to the staff and the company
are tremendous. I hope you will consider asking the maintenance
department to conduct weekly checks on the machines and
other office equipment.
Activity 3.25
Ace Training Consultants

323 Grane Avenue
12300 Penang
Tel: 04-2263421
The Manager
Merci Multimedia Corporation
Kulim Free Trade Zone
09000 Kedah
15 October 2009
Dear Mr Lim
Proposal to conduct English conversation classes for foreign

workers
While conducting training courses at your company recently, I

noticed that you have recruited many foreign workers who cannot
speak English. It occurred to me that you might be interested in
engaging us to conduct English conversation classes for these
foreign workers so that they can communicate with your other
staff members and understand instructions more easily and
accurately.
UNIT 3 95
I propose a 12-week programme which should cater to the needs

of your company.
Class schedule
Classes can be conducted every evening from 8 p.m. to 10 p.m.

This will be after office hours and also after dinner.
Course content
The course will progress from simple greetings in the English

language to everyday conversational English that is geared
towards communication in the factory.
Course fees
Our charges for the 12-week intensive programme will be RM1

2,000.
Ace Training Consultants has been conducting training classes

for Merci Multimedia Corporation for over three years. We have
qualified and experienced trainers.
We hope you find this proposal acceptable. Please do not hesitate

to contact me for further information on the English conversation
programme.
Sincerely,
Joseph Ranjit
Joseph Ranjit
(Director)
Activity 3.26
Memorandum
To : Andy Lopez (Managing Director)

From : Jason Lim (Human Resources Manager)
Subject : Proposal to relocate senior managers to new branches
In response to your request on 10 September 2014, I have

prepared a proposal to relocate senior management staff to our
new branches in Dubai, Perth, and Zimbabwe.
Background
Our company set up three new branches in Dubai, Perth, and

Zimbabwe in July 2014, and we still do not have senior managers
in all three branches.
Recommendation
We have five senior managers in Penang, three of whom have

indicated an interest in serving in overseas branches. Aileen Tan,
Ali Hassan and Ranjit Singh have been with our company for over
ten years and are eager to contribute their services.
Expenditure
Expatriate benefits based on current market trends will cost the

company USD30,000 monthly. The initial expenditure for travel,
freight and housing will amount to a total of USD20,000.
The three senior managers should be able to take on their duties

by 1 December 2014. In accordance with the Employment Act,
they have to be given two weeks notice to prepare for the exercise.
I hope you will approve the proposal so that the senior managers
can be informed and given sufficient time to prepare for the move.
Activity 3.27
1. Proposals are written to offer solutions to problems.
2. The primary purpose of writing an internal unsolicited proposal

is to offer a realistic and constructive plan to help your
organisation function more efficiently.
3. The different types of proposals are the internal unsolicited

proposal, the internal solicited proposal, the external unsolicited
proposal and the external solicited proposal.
4. The writer should be persuasive and objective when he/she

writes proposals.
UNIT 3 97
Activity 3.28
Memorandum
To : Jane Tan (Division Manager)

From : Tony Lopez (Junior Management Executive)
Subject : Proposal to introduce new filing system for division
documents
As you are aware, the filing system used in our division is rather
confusing. Locating documents takes quite some time and this
tends to lead to delays.
Recommendation
Buying two filing cabinets and adopting a new filing system where
the documents are labelled and filed should solve the problem.
Budget
Two filing cabinets cost about RM550.
With the filing cabinets and labelled files, the problem of locating
documents will be solved.
I believe the advantages to the staff, the division and the

organisation far outweigh the expenditure. I hope you will
approve the proposal.
Case Study 3.1
1. Jane will be writing an internal unsolicited proposal.
2. She should write her proposal following the format for a memo.
3. A suitable title would be “Proposal to introduce online

purchases.”
UNIT 3 99
Summary of Unit 3
Summary
This unit has discussed in detail the process of writing reports

and proposals. You learnt about different kinds of reports and
proposals, and the variety of formats that you can use in writing
these documents at the workplace. We stressed the importance of
knowing your purpose when you write these documents. We also
emphasised the way you should phrase these documents. Policy
statements were also discussed.
You have attempted a variety of activities related to the writing

of reports, proposals, and policy statements. You prepared a
questionnaire for research purposes. You have also written a variety
of reports and proposals in memo and letter formats.
It is a fact that reports and proposals are very important workplace

documents. We write these documents so often that they are part
and parcel of our working life. Now that you are familiar with the
technicalities of report writing and the writing of proposals, we
hope you will make use of what you have learnt when you write
these documents at your workplace.
We hope you have found Unit 3 useful and practical, and that
you will apply what you have learnt when you write reports and
proposals at your workplace. We all take pride in our work. You
will definitely feel good when you know you have written a good
report or proposal.
UNIT 3 101
Suggested Answers to Self-tests
Feedback
Self-test 3.1
1. The formal report normally comprises many parts  starting

from a title page to a table of contents and finally a summary.
It is very complex in structure. A lot of time and effort needs
to be spent in the preparation. The informal report is shorter
and usually simpler in structure. It is not made up of so many
parts. Informal reports are usually more personal and direct.
They are usually routine reports written on a daily or weekly
basis for specific purposes which concern the organisation.
2. Direct order is used when the report is lengthy. Since time is

valuable at the workplace, a report with the main idea at the very
beginning helps the reader to get the main idea at once. Indirect
order is used when you expect a negative response from the
reader. In this case, you present the supporting data and reasons
followed by the main idea.
3. Letter reports are meant for parties outside your organisation.

Memo reports are used within the organisation. Manuscript
reports are used when the report is made up of many pages and
needs to be divided into several sections and subsections.
4. Headings are an important part of formal reports which are

usually lengthy because readers can select to read what they
want based on the headings.
5. The readers need to know what the report is about before they
proceed to read the details.
Self-test 3.2
• Letter of transmittal or memo of transmittal
• Title page
• Acknowledgements
• Table of contents and table of illustrations

• Executive summary
2. Body
• Introduction
• Findings usually presented in several major divisions
• Summary, conclusion and/or recommendations
3. Supplements
• Appendix
• Bibliography
Self-test 3.3
1. A letter of transmittal is a short letter sent together with the

report itself to the person who has requested for the report.
2. The conclusion should include the findings, an analysis of the

findings, and recommendations (if any).
3. The summary would the most important part of a long report to

a busy executive as it summarises the most important findings
and ideas. Thus, a summary makes the long report more easily
readable for a busy executive.
4. a. Based on our analysis, there is little accuracy in the 30-day

sales forecast.
b. The new building is a three-storey corner lot made of solid

brick.
Self-test 3.4
1. a. All staff members are to clock in before 8.00 a.m. by swiping

their employee cards on the new machine.
b. Employees are not to surf the Internet during office hours.

UNIT 3 103
2. a. As you are aware, the toilets in the office are not cleaned
regularly. The flush system is also not working. As a result,
some staff members have to use the public toilets on the
ground floor.
b. We have prepared an attractive and practical interior design

for your showroom. The unit will be furnished with imported
furniture and the built-in cabinets will be made from fine
quality teak wood.
UNIT 3 105
References
Bovee, C V and Thill, J V (2013) Business Communication Essentials: A Skills-Based
Approach, 6th edn, New Jersey: Prentice Hall.
Bovee, C V and Thill, J V (2012) Business Communication Today, 11th edn, New
Jersey: Prentice Hall.
Dostal, J and Vincent, D S (1997) Technical Communication: A Guided Approach,

Minnesota: West Publishing Company.
Enson, B (1995) Writing Technical Documents, Queensland: John Wiley and Sons.
Fox, R F (1994) Technical Communication, New York: Harper College Publishers.
Ingre, D (2003) Survivor’s Guide to Technical Writing, Ohio: South Western, Thomson
Learning, Inc.
Kolin, P C (1994) Successful Writing at Work, DC: Heath and Company.
Lesikar, R V and Pettit, J D (1998) Report Writing for Business, 10th edn, Singapore:
Irwin/McGraw-Hill.
Means, T L (2001) Communication for the Workplace, Ohio: South Western

Educational Publishing, Thomson Learning, Inc.

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UNIT 3 i

Writing reports and proposals

EXTERNAL COURSE ASSESSOR

© 2014 Wawasan Open University

Wawasan Open University

3.1 Informal reports 3

Planning informal reports 4

Organising informal reports 13

Components of informal reports 18

Formats of informal reports 19

Suggested answers to activities 24

3.2 Formal reports 27

Features of formal reports 27

Components of formal reports 30

Direct and indirect approaches 32

Format of formal reports 34

Graphics and visuals 36

Suggested answers to activities 38

3.3 Informational and analytical reports 39

Suggested answers to activities 63

3.4 Writing Policy Statements and Proposals 69

Suggested answers to activities and case study 92

Suggested answers to self-tests 101

W elcome to Unit 3 of WUC 203/03Writing Skills for University Studies. In this

What is a report? A report is information gathered and organised in response to a

Reports can also be classified according to purpose. Reports can be informational or

A proposal includes a detailed plan of action that a writer submits to a reader or a

This unit is divided into four sections:

1. Identify the different types of reports and proposals.

3. Write a variety of informational and analytical reports using the appropriate

4. Write a variety of policy statements.

5. Write a variety of proposals.

6. Use the different key terms related to reports and proposals.

3.1 Informal reports

1. Identify the differences between informal and formal reports.

2. List the steps involved in planning informal reports.

3. Choose the most appropriate way of organising informal reports.

4. Select the most appropriate writing style for informal reports.

5. List the various formats for presenting informal reports.

6. Write informal reports for a variety of situations.

Informal report Formal report

Planning informal reports

Identify the audience

Determine scope and

Develop preliminary outline

Edit and revise

Identifying the problem

It is advisable to start by stating your purpose or your goal.

1. This report is to identify the main cause of the accident.

Identifying the audience

Study the following situations and identify the purpose or goal of

1. A worker in the factory has been injured in an accident while at

Report for the manager:

Report for the insurance company:

2. The organisation you work for is unable to manufacture enough

3. Your company would like to market a new line of sports products

Determining the scope and the schedule

The following is an example of a schedule for the writing of a report.

Developing a preliminary outline

You need to decide on a preliminary outline so that information you collect

Research is a process where you work to discover interesting and rewarding

Research is classified into two categories:

Secondary research is based on information collected by others and probably

Libraries provide different sources of secondary material ranging from magazines

Personal observation Interviews Questionnaires

Certain information can be best determined by asking questions. If you plan to