978-1-4576-3299-0

How to Use This Book

The Business Writer’s Companion offers a concise yet thorough guide to business writing and communication in an easy-to-use format.

• Twelve tabbed sections organize the book’s entries in thematic groups.

• A brief table of contents on the inside front cover provides a convenient listing of all twelve tabs.

• Alphabetically arranged entries within each tabbed section make it easy to find specific topics.

• At the beginning of each tab, a brief Preview discusses the entries in that section, lists them with page numbers, and describes relevant e-Pages.

• Underlined cross-references in each entry link to related entries both within and outside that tab. When a cross-reference directs to an entry outside its tab, the tab number appears in parentheses.

• A complete table of contents at the front of the book lists all entries, figures, Writer’s Checklists, Digital Tip e-Pages, and more.

• A user-friendly index provides a comprehensive list of terms and topics covered in the book, including topics that are not fea- tured as main entries.

• A complete list of model documents and e-Pages in the book’s final pages makes it easy to navigate the examples, visuals, and tutorials available in print and online.

• The inside back cover provides instructions for accessing e-Pages, book-specific integrated media that takes advantage of what the Web can do.

• Web Links throughout the book point to up-to-date, annotated, and organized online resource lists on the Student Site, available at bedfordstmartins.com/bwc.

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About the Authors

Gerald J. Alred is Professor Emeritus of English at the University of Wisconsin–Milwaukee, where he is a teaching-award recipient and an adviser to the Professional Writing Program. He is the author of numer- ous scholarly articles and several standard bibliographies on business and technical communication, and he is a founding member of the edi- torial board of the Journal of Business Communication. He is a recipient of the prestigious Jay R. Gould Award for “profound scholarly and text- book contributions to the teaching of business and technical writing.”

Charles T. Brusaw served as a faculty member at NCR Corporation’s Management College, where he developed and taught courses in pro- fessional writing, editing, and presentation skills for the corporation worldwide. Previously, he worked in advertising, technical writing, pub- lic relations, and curriculum development. He has been a communi- cations consultant, an invited speaker at academic conferences, and a teacher of business writing at Sinclair Community College.

Walter E. Oliu served as Chief of the Publishing Services Branch at the U.S. Nuclear Regulatory Commission, where he managed the agen- cy’s printing, graphics, editing, and publishing programs as well as daily operations of the agency’s public Web site. He has taught at Miami Uni- v ersity of Ohio, Slippery Rock State University, Montgomery Col lege, and George Mason University.

Workplace Technology Adviser

Richard C. Hay is owner and manager of a Web-based company that provides computer hosting, programming, and design solutions for or - ganizations, including thousands of college writing, advising, and aca- demic support centers across the United States. He is publisher of the peer-reviewed Writing Lab Newsletter, has taught business and technical writing at the University of Wisconsin–Milwaukee, sits on the boards of two nonprofit organizations and is president of Quest Theater Ensemble in Chicago.

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The Business WriTer’s

Companion

Gerald J. Alred

Charles T. Brusaw

Walter E. Oliu

S E V E N T H E d i T i O N

Bedford / sT. marTin’s Boston New York

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For Bedford/St. Martin’s

Publisher for Composition and Business and Technical Writing: Leasa Burton Developmental Editor: Alyssa Demirjian Publishing Services Manager: Andrea Cava Production Supervisor: Samuel Jones Executive Marketing Manager: Molly Parke Editorial Assistant: Amanda Legee Project Management: Books By Design, Inc. Text Design: Claire Seng-Niemoeller; Books By Design, Inc. Cover Design: Billy Boardman Cover Photo : © Getty Images Composition : Achorn International, Inc. Printing and Binding : RR Donnelley and Sons

President, Bedford/St. Martin’s: Denise B. Wydra Editorial Director for English and Music: Karen S. Henry Director of Marketing: Karen R. Soeltz Production Director: Susan W. Brown Director of Rights and Permissions: Hilary Newman

Copyright © 2014, 2011, 2008, 2005 by Bedford/St. Martin’s

All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, me - chanical, photocopying, recording, or otherwise, except as may be expressly permitted by the applicable copyright statutes or in writing by the Publisher.

Manufactured in the United States of America.

8 7 6 5 4 3

f e d c b a

For information, write: Bedford/St. Martin’s, 75 Arlington Street, Boston, MA 02116 (617-399-4000)

ISBN 978-1-4576-3299-0

Acknowledgments

Acknowledgments and copyrights are continued at the back of the book on page 430, which constitutes an extension of the copyright page.

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The Business Writer’s Companion is the best guide to the business writing essentials that help students land, navigate, and stand out on the job. A concise, topically arranged version of our popular Business Writer’s Handbook, this easy-to-use guide addresses the most common types of business writing and communication. More than just a guide, however, the Companion places writing in a real-world context with quick access to more than sixty sample documents illustrating the most common types of business writing. With decades of combined academic and pro- fessional experience, we have developed the Companion as a reliable reference for both the classroom and the workplace.

Anticipating the needs of today’s business writers, we have added a brand-new, comprehensive entry on the professional usefulness of social media and the etiquette of balancing a professional online presence with a personal online identity. Further, new Bedford Integrated Media con- nects the book’s topics to the Web with sample documents and video tutorials in e-Pages that help students practice the way professionals use technology in the workplace. We also have been guided by the smart and generous reviews of colleagues and users across the country. In response to their suggestions, we’ve revised and updated entries throughout the book on topics such as layout and design, job search, résumés, and more. A Student Site is integrated with the text to offer expanded online resources, including additional models and annotated Web Links.

The Companion’s Organization and Cross-Referencing System The Companion’s entries are thematically organized into twelve tabbed sections. At the beginning of each tabbed section, a brief preview lists and introduces the entries, which are alphabetically arranged within that section. Within each entry, underlined cross-references link readers to related entries both within that section and in other tabbed sections. When referencing an entry in a different tabbed section, the cross- reference includes a tab number in parentheses.

Features Concise, comprehensive coverage of the writing process along with in-depth treatment of grammar and usage provides detailed help

Preface

v

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vi Preface

for every stage of writing—from preparation, audience analysis, and research, to drafting, revising, and proofreading.

Real-world sample documents offer students authentic and ef- fective models of business correspondence for a variety of workplace situations. Sample documents in the e-Pages include questions that help students think about audience, purpose, and context. Additional, an- notated examples on the book’s Student Site offer even more variety in sample reports, proposals, letters, memos, e-mails, résumés, and other documents.

A popular quick-reference design makes information easy to find. In addition to the cross-references throughout the book that help students find related entries, the Complete List of Model Documents and e-Pages provides easy access to sample documents. Tips and check- lists help students tackle complex tasks such as proofreading and revis- ing, communicating with international audiences, and evaluating sources. Cross-references on each Preview page and in the Digital Tip boxes direct students to the e-Pages relevant to each print section.

Emphasis on the latest workplace technologies stresses the im- portance of tailoring every document, post, and message to its purpose and medium. Up-to-date instruction gives students the latest advice on writing and designing for the Web, conducting Internet research, and approaching new software.

New to This Edition A brand-new, comprehensive entry on social media includes a new Writer’s Checklist as well as strategic advice on identifying the social network that best fits a brand’s audience and purpose, adapting writing to the unique strengths of each site, and balancing a professional online presence with a personal online identity.

New Bedford Integrated Media features sample documents and video tutorials on how to use technologies to support workplace writing. Explore such topics as adding digital enhancements to formal reports—including linked tables of contents, mouseover elements, and interactive forms and graphics—as well as commenting on collabora- tive documents and organizing effective online meetings. As men- tioned earlier, clear cross-references on Preview pages and in Digital Tip boxes direct students to the relevant e-Pages. A comprehensive list of all e-Pages can be found in the Complete List of Model Documents and e-Pages at the end of the book. You and your students can access the e-Pages at bedfordstmartins.com/bwc. Students receive access automatically with the purchase of a new book. If the activation code printed on the inside back cover of the student edition does not work, it might have expired. Students can purchase access at the Student

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Preface vii

Site. Instruc tors receive access information in a separate e-mail with access to all of the resources on the Student Site. You can also log in or request access information at bedfordstmartins.com/bwc.

Updated job-search coverage integrates the latest advice on how candidates can successfully write their way to a new position, in- cluding advice on using social media to establish and expand a network of professional connections, tips for different interview formats, and suggestions for crafting successful follow-up correspondence.

Updated Professionalism and Ethics Notes throughout the book highlight tips that advise students on how to act courteously and conscientiously in the workplace.

Revised coverage of research and documentation reflects the most up-to-date changes in both MLA and APA styles.

You Get More Digital Choices for The Business Writer’s Companion The Business Writer’s Companion doesn’t stop with a book. Online, you’ll find both free and affordable premium resources to help students get even more out of the book and your course. You’ll also find convenient instructor resources, such as sample syllabi, handouts, and in-class activities and suggested responses. To learn more about or to order any of the products below, contact your Bedford/St. Martin’s sales represen- tative, e-mail sales support (sales_support@bfwpub.com), or visit the book’s catalog page at bedfordstmartins.com/bwc/catalog.

Student Site for The Business Writer’s Companion

bedfordstmartins.com/bwc Send students to free and open resources, choose flexible premium resources to supplement your print text, or upgrade to an expanding collection of innovative digital content.

Free and open resources for The Business Writer’s Compan- ion provide students with easy-to-access reference materials, visual tu- torials, and support for working with sources.

• 200+ up-to-date, annotated Web Links organized into 40 business writing topics

• 5 free sample documents on ModelDoc Central • 5 free videos of real writers from VideoCentral • 4 free tutorials from ix visual exercises by Cheryl Ball and Kristin Arola

• Bedford Bibliographer: a tool for collecting source information and making a bibliography in MLA, APA, and Chicago styles

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http://bedfordstmartins.com/bwc/catalog

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VideoCentral is a growing collection of videos for the writing class that captures real-world, academic, and student writers talking about how and why they write. Writer and teacher Peter Berkow interviewed hundreds of people to produce 140 brief videos about topics such as revising and getting feedback. VideoCentral can be packaged with The Business Writer’s Companion for free. An activation code is required. To order VideoCentral packaged with the print book, use ISBN 978-1- 4576-7590-4.

Re:Writing Plus gathers all Bedford/St. Martin’s premium digital content for writing into one online collection. It includes hundreds of model documents, exercises in visual rhetoric and documentation, and VideoCentral. Re:Writing Plus can be purchased separately or packaged with the print book at a significant discount. An activation code is required. To order Re:Writing Plus packaged with the print book, use or ISBN 978-1-4576-7997-1.

Instructor Resources

bedfordstmartins.com/bwc/catalog You have a lot to do in your course. Bedford/St. Martin’s wants to make it easy for you to find the support you need—and to get it quickly. Instructor resources for The Business Writer’s Companion include 15 free Business Writing Lessons and more than 30 free Web and Research Projects, in addition to sample syllabi and other resources.

Teaching Central offers the entire list of Bedford/St. Martin’s print and online professional resources in one place. You’ll find land- mark reference works, sourcebooks on pedagogical issues, award- winning collections, and practical advice for the classroom—all free for instructors.

Bits collects creative ideas for teaching a range of writing topics in an easily searchable blog format. A community of teachers—leading scholars, authors, and editors—discuss revision, research, grammar and style, technology, peer review, and much more. Take, use, adapt, and pass the ideas around. Then, come back to the site to comment or to share your own suggestions.

Content cartridges for the most common course management systems—Blackboard, WebCT, Angel, and Desire2Learn—allow you to easily download Bedford/St. Martin’s digital materials for your course.

Acknowledgments We are deeply grateful to the many instructors, students, professional writers, and others who have helped shape The Business Writer’s Com- panion, Seventh Edition. For their sound advice on this revision, we wish to express our thanks to the following reviewers who completed

viii Preface

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questionnaires: Thurlene Anderson, Fashion Institute of Design & Mer- chandising; Elizabeth Aydelott, Lane Community College; Greg Brecht, University of South Florida, St. Petersburg; Stephen Byars, University of Southern California, Marshall School of Business; Carol Davis, Cali- fornia State University, Monterey Bay; Robert Goldberg, Prince George’s Community College; Kathie Holland, University of Central Florida; Leslie Jacoby, San José State University; Joanna Johnson, Uni- versity of Miami; John Krajicek, Mays Business School, Texas A&M University; Carolyn Leeb, DePaul University; Ana Madani, Miami Uni- versity; William Magrino, Rutgers, The State University of New Jersey; Dorothy McCawley, University of Florida; Richard Potter, Florida At- lantic University; Jim Schwartz, Wright State University Lake Campus; Christine Sneed, DePaul University; Huatong Sun, University of Wash- ington Tacoma; Allison UrzuaBlaul, Sullivan University; and Jeff Walls, Indiana Institute of Technology.

For this edition, we are indebted to Richard C. Hay, owner and manager of Twenty Six LLC, who assessed the coverage and models throughout and provided specific advice to ensure that the book reflects the current use of workplace technology and business practice. We are also grateful to Richard for his help with previous editions, including his review of the entry on adapting to new technologies and his insightful advice about the entry on blogs and forums. We thank Rachel Spilka, Renee Tegge, and Ulrike Mueller for advice about workplace writing, grammar and usage, global communication, and social media. Rachel and Ulrike have been consultants on previous editions, and we are grateful for their ongoing support. We are indebted to Eva Brumberger for her work on design principles and how it enriched the coverage in this edition.

For contributions to previous editions, we especially thank Quinn Warnick, Virginia Polytechnic Institute and State University, for develop- ing the entry “adapting to new technologies.” We also thank Erik Thelen for providing insights on workplace technology. For other special reviews and advice on the use and adaptation of workplace technology for busi- ness writing, we thank Michelle M. Schoenecker, Nick Carbone, and Paul Thomas. Finally, we thank Sally Stanton for expertly reviewing the “proposals” entry and developing the section on grant proposals.

We thank Rebekka Andersen for providing invaluable and fresh insights on many subjects, especially in the “proposals” entry. We thank Eileen Puechner, Senior Technical Editor at Johnson Controls, Inc., for her advice on workplace communication. We are also grateful to Kim Isaacs, Advanced Career Systems, Inc.; Matthias Jonas, Niceware International, LLC; Lisa Rivero, Milwaukee School of Engineering; and Peter Sands, University of Wisconsin–Milwaukee.

We most gratefully acknowledge the leadership of Bedford/St. Mar- tin’s, beginning with Joan Feinberg, co-president of Macmillan Higher

Preface ix

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Education; Denise Wydra, president of Bedford/St. Martin’s; Karen Henry, Editorial Director for English and Music; and Charles Chris- tensen, retired president; for their support of this book. We would also like to acknowledge the contributions of others at Bedford/St. Martin’s over the years — Nancy Lyman, who conceived the first edition of this book; Carla Samodulski, for her expert editorial guidance; Mimi Melek, for her editorial development of the second edition; Ellen Thibault, for editing the third edition; Caroline Thompson, for editing the fourth edi- tion; and Amy Gershman, for editing the fifth and sixth editions.

For this edition, we thank Andrea Cava and Samuel Jones of Bed- ford/St. Martin’s for ensuring the high-quality production of the book, and Herb Nolan of Books By Design for his energy, care, and profes- sionalism in turning manuscript into bound book. We are also pleased to acknowledge the guidance of Kate Mayhew on related Bedford/ St. Martin’s titles, as well as the unfailing support of Amanda Legee, editorial assistant at Bedford/St. Martin’s.

We thank Alyssa Demirjian, associate editor at Bedford/St. Martin’s, for her energy, insight, and thoroughly professional editorial direction throughout the project.

We gratefully acknowledge the ongoing contributions of many stu- dents and instructors at the University of Wisconsin–Milwaukee. Fi- nally, special thanks go to Janice Alred for her many hours of substantive assistance and for continuing to hold everything together.

Gerald J. Alred Charles T. Brusaw

Walter E. Oliu

x Preface

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Brief Contents (inside front cover)

How to Use This Book i

Preface v

Five Steps to Successful Writing xxv Preparation xxvi Research xxviii Organization xxix Writing xxxi Revision xxxi

1. The Writing Process 1

Preview 2

audience 3 Analyzing Your Audience’s Needs 3 Writing for Varied and Multiple Audiences 3

collaborative writing 4 diGiTAl TiP: USiNG COllABOrATiVE SOfTWArE 4

Tasks of the Collaborative Writing Team 5 Planning 5

• PrOfESSiONAliSM NOTE 5 Research and Writing 5 Reviewing 5 Revising 6

• PrOfESSiONAliSM NOTE 6 • WriTEr’S CHECkliST: WriTiNG

COllABOrATiVElY 6

conclusions 6 • fiGUrE 1–1. CONClUSiON 7 context 9 Assessing Context 9 Signaling Context 10

defining terms 11

description 12 • fiGUrE 1–2. SiMPlE dESCriPTiON 12 ethics in writing 13 • ETHiCS NOTE 13 • WriTEr’S CHECkliST: WriTiNG

ETHiCAllY 14

global communication 15 • WEB liNk: iNTErCUlTUrAl

rESOUrCES 15

• WriTEr’S CHECkliST: COMMUNiCATiNG GlOBAllY 16

introductions 16 Routine Openings 16 Opening Strategies 17 Objective 17 Problem Statement 17 Scope 17 Background 17 Summary 18 Interesting Detail 18 Definition 18 Anecdote 19 Quotation 19 Forecast 19 Persuasive Hook 19

Full-Scale Introductions 20

organization 20 outlining 22 Advantages of Outlining 22 Types of Outlines 22 Creating an Outline 23

diGiTAl TiP: CrEATiNG AN OUTliNE 24

paragraphs 25 Topic Sentence 25 Paragraph Length 26 Writing Paragraphs 26 Paragraph Unity and Coherence 27

persuasion 28

Complete Contents

xi bedfordstmartins.com/bwc

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xii Complete Contents

• ETHiCS NOTE 28 point of view 28 • fiGUrE 1–3. PErSUASiVE MEMO 29 • ETHiCS NOTE 31 • ESl TiP fOr STATiNG AN OPiNiON 31 preparation 31 • WriTEr’S CHECkliST: PrEPAriNG TO

WriTE 31

process explanation 32 promotional writing 32 • ETHiCS NOTE 33 • WEB liNk: WriTiNG PrOMOTiONAl

CASE HiSTOriES 33

proofreading 34 • PrOfESSiONAliSM NOTE 34 • WriTEr’S CHECkliST: PrOOfrEAdiNG

iN STAGES 34

• fiGUrE 1–4. PrOOfrEAdErS’ MArkS 35

diGiTAl TiP: PrOOfrEAdiNG fOr fOrMAT CONSiSTENCY 36

purpose 36 readers 37 revision 37 • WriTEr’S CHECkliST: rEViSiNG YOUr

drAfT 38 diGiTAl TiP: iNCOrPOrATiNG TrACkEd CHANGES 39

scope 39 writing a draft 39 • WriTEr’S CHECkliST: WriTiNG A

rOUGH drAfT 40

2. Workplace Technology 41

Preview 42

adapting to new technologies 43 Technology You Need to Know 43 Strategies for Learning a New Technology 43

diGiTAl TiP: ASSESSiNG HArdWArE, SOfTWArE, ANd APPliCATiONS 44

blogs and forums 45 Organizational Uses 45 Writing Style 45 • WEB liNk: dEVElOPiNG BlOGS ANd

fOrUMS 46

• ETHiCS NOTE 46 e-mail 47 Review and Confidentiality 47 • PrOfESSiONAliSM NOTE 47 • WriTEr’S CHECkliST: OBSErViNG

WOrkPlACE NETiqUETTE 48

• ETHiCS NOTE 48 diGiTAl TiP: SHAriNG ElECTrONiC filES 49

Design Considerations 49 Salutations, Closings, and Signature Blocks 49 • fiGUrE 2–1. E-MAil SiGNATUrE

BlOCk 50

• WriTEr’S CHECkliST: MANAGiNG YOUr E-MAil ANd rEdUCiNG OVErlOAd 51

FAQs (frequently asked questions) 51 • ETHiCS NOTE 52 Questions to Include 52 Organization 52 Placement 53 • WriTEr’S CHECkliST: dEVElOPiNG

fAqs 53

instant messaging 53 • ETHiCS NOTE 54 • fiGUrE 2–2. iNSTANT-MESSAGE

ExCHANGE 54

• WriTEr’S CHECkliST: iNSTANT MESSAGiNG PriVACY ANd SECUriTY 55

repurposing 55 Repurpose for the Context 56 Repurpose for the Medium 56 • ETHiCS NOTE 56 selecting the medium 56 E-mail 57 Memos 57 Letters 58 Faxes 58 Instant Messaging 58 Text Messaging 58 Telephone and Conference Calls 58 Voice-Mail Messages 59 Face-to-Face Meetings 59 Videoconferences 59

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Complete Contents xiii

Web Communication 60 Web Conferencing 60 Professional Networking 60 Web-Site Postings 60

diGiTAl TiP: SYNCHrONiziNG iNfOrMATiON 60

social media 61 Organizational Uses 61 Choosing the Appropriate Platform 61 Writing Style 62 • PrOfESSiONAliSM NOTE 62 • WriTEr’S CHECkliST: JUdiCiOUS USE Of

SOCiAl MEdiA 63

text messaging 63 • PrOfESSiONAliSM NOTE 63 writing for the Web 64 Crafting Content for Web Pages 64 Chunking Content 64 Headings 64 Lists 64 Keywords 65 Directional Cues 65 Graphics 65 Hyperlinks 65 Fonts 65 Line Length 66

• ETHiCS NOTE 66 Linking to Reputable Sites 66 Posting an Existing Document 66 Protecting User Privacy 66 Writing for a Global Audience 67

diGiTAl TiP: USiNG Pdf filES 67

• WEB liNk: WEB-dESiGN rESOUrCES 67

3. Research and Documentation 69

Preview 70 • WEB liNk: rESEArCH ANd

dOCUMENTATiON rESOUrCES 70

bibliographies 71 copyright 71 • ETHiCS NOTE 71 Permissions 71 Exceptions 72 • ETHiCS NOTE 72

• WEB liNk: AlTErNATiVE fOrMS Of COPYriGHT 72

documenting sources 73 APA Documentation 74 APA In-Text Citations 74 APA Documentation Models 75 APA Sample Pages 80

• fiGUrE 3–1. APA SAMPlE PAGE (frOM A rEPOrT) 80

• fiGUrE 3–2. APA SAMPlE liST Of rEfErENCES 81

MLA Documentation 82 MLA In-Text Citations 82 MLA Documentation Models 82 MLA Sample Pages 86

• fiGUrE 3–3. MlA SAMPlE PAGE (frOM A rEPOrT) 86

• fiGUrE 3–4. MlA SAMPlE liST Of WOrkS CiTEd 87

• ETHiCS NOTE 88 • WEB liNk: OTHEr STYlE MANUAlS ANd

dOCUMENTATiON SYSTEMS 88

interviewing for information 88 Determining the Proper Person to Interview 88 Preparing for the Interview 88 • PrOfESSiONAliSM NOTE 88 Conducting the Interview 89 • PrOfESSiONAliSM NOTE 89 Expanding Your Notes Soon After the Interview 89 Interviewing by Phone or E-mail 89 • WriTEr’S CHECkliST: iNTErViEWiNG

SUCCESSfUllY 90

note-taking 90 • ETHiCS NOTE 91 • WriTEr’S CHECkliST: TAkiNG

NOTES 91

paraphrasing 92 • ETHiCS NOTE 92 plagiarism 92 Citing Sources 92 Common Knowledge 93 • ETHiCS NOTE 93 • WEB liNk: AVOidiNG PlAGiAriSM 93 quotations 94

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xiv Complete Contents

• ETHiCS NOTE 94 Direct Quotations 94 Indirect Quotations 94 Deletions or Omissions 94 Inserting Material into Quotations 95 Incorporating Quotations into Text 95 • fiGUrE 3–5. lONG qUOTATiON (APA

STYlE) 96

research 96 Primary Research 97 • ETHiCS NOTE 97 Secondary Research 97 Library Research Strategies 98 • WEB liNk: STOriNG SEArCH ANd

NOTE-TAkiNG rESUlTS 98 Online Catalogs (Locating Books) 99

Online Databases and Indexes (Locating Articles) 99

Reference Works 99

Internet Research Strategies 100 Search Engines 100

• WriTEr’S CHECkliST: USiNG SEArCH ENGiNES ANd kEYWOrdS 101 Web Subject Directories 101 Evaluating Sources 102

• WriTEr’S CHECkliST: EVAlUATiNG PriNT ANd ONliNE SOUrCES 103

4. Correspondence 105

Preview 106

acknowledgments 107 adjustments 107 • fiGUrE 4–1. ACkNOWlEdGMENT 107 • fiGUrE 4–2. AdJUSTMENT lETTEr

(COMPANY TAkES rESPONSiBiliTY) 108

• fiGUrE 4–3. PArTiAl AdJUSTMENT (ACCOMPANYiNG A PrOdUCT) 110

Full Adjustments 109 • PrOfESSiONAliSM NOTE 110 Partial Adjustments 110

complaints 110 • fiGUrE 4–4. COMPlAiNT MESSAGE 111 correspondence 112

Audience and Writing Style 112 Openings and Closings 113 Goodwill and the “You” Viewpoint 114 • WriTEr’S CHECkliST: USiNG TONE TO

BUild GOOdWill 116

Direct and Indirect Patterns 116 Direct Pattern 116

• fiGUrE 4–5. GOOd-NEWS MESSAGE 117 Indirect Pattern 117

• fiGUrE 4–6. COUrTEOUS BAd-NEWS MESSAGE 119

Clarity and Emphasis 120 Lists 120 Headings 120 Subject Lines 120

• WriTEr’S CHECkliST: COrrESPONdENCE ANd ACCUrACY 121

cover letters 121 • fiGUrE 4–7. COVEr MESSAGE 122 inquiries and responses 122 • WriTEr’S CHECkliST: WriTiNG

iNqUiriES 122

• fiGUrE 4–8. iNqUirY 123 Responding to Inquiries 124 • fiGUrE 4–9. rESPONSE TO AN

iNqUirY 124

international correspondence 125 • WEB liNk: SAMPlE iNTErNATiONAl

COrrESPONdENCE 125

• WriTEr’S CHECkliST: WriTiNG iNTErNATiONAl COrrESPONdENCE 125

• WEB liNk: OPEN dirECTOrY iNTErNATiONAl liSTiNG 126

letters 126 Letter Format 127 Heading 127 Inside Address 127 • fiGUrE 4–10. fUll-BlOCk-STYlE lETTEr

(WiTH lETTErHEAd) 128

Salutation 129 Subject Line 129 Body 130 Complimentary Closing 130 Writer’s Signature Block 130

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Complete Contents xv

End Notations 130 • fiGUrE 4–11. AlTErNATiVE HEAdErS

fOr THE SECONd PAGE Of A lETTEr 131

Continuing Pages 131

memos 131 Memo Format 132 • PrOfESSiONAliSM NOTE 132 Additional Pages 132 • WEB liNk: WriTiNG MEMOS 132 • fiGUrE 4–12. TYPiCAl MEMO fOrMAT

(PriNTEd Or ATTACHEd TO E-MAil) 133

• fiGUrE 4–13. AlTErNATiVE HEAdErS fOr THE SECONd PAGE Of A MEMO 134

refusals 134 • fiGUrE 4–14. rEfUSAl WiTH lOW

STAkES 135

• fiGUrE 4–15. rEfUSAl WiTH HiGH STAkES 136

sales letters 137 • ETHiCS NOTE 138 • WriTEr’S CHECkliST: WriTiNG SAlES

lETTErS 138

• WEB liNk: SAlES-lETTEr rESOUrCES 139

5. Business Writing Documents and Elements 141

Preview 142

feasibility reports 143 Report Sections 143 Introduction 143 Body 143 Conclusion 143 Recommendation 143

• WEB liNk: fEASiBiliTY rEPOrTS 144 incident reports 144 • ETHiCS NOTE 144 investigative reports 144 • fiGUrE 5–1. iNCidENT rEPOrT (USiNG

MEMO fOrMAT) 145

• fiGUrE 5–2. iNVESTiGATiVE rEPOrT 146

progress and activity reports 147

Progress Reports 147 • fiGUrE 5–3. PrOGrESS rEPOrT (USiNG

lETTEr fOrMAT) 148

• fiGUrE 5–4. ACTiViTY rEPOrT (USiNG E-MAil fOrMAT) 149

Activity Reports 150

proposals 150 Proposal Strategies 151 Audience and Purpose 151 Project Management 151

• WEB liNk: PrOPOSAl-MANAGEMENT SOfTWArE 151

Proposal Context and Types 152 • WriTEr’S CHECkliST: WriTiNG

PErSUASiVE PrOPOSAlS 152

Internal Proposals 152 Informal Internal Proposals 153

• WEB liNk: iNTErNAl PrOPOSAlS 153 Formal Internal Proposals 153

• WEB liNk: COMPlETE iNTErNAl PrOPOSAl 153

• fiGUrE 5–5. SPECiAl-PUrPOSE iNTErNAl PrOPOSAl 154

External Proposals 156 Solicited Proposals 156 Unsolicited Proposals 156 Sales Proposals 157

• ETHiCS NOTE 157 • ETHiCS NOTE 158 • WEB liNk: SAMPlE SAlES

PrOPOSAl 159 Grant Proposals 159

• WEB liNk: SAMPlE GrANT PrOPOSAlS 160

• WriTEr’S CHECkliST: WriTiNG GrANT PrOPOSAlS 163

• WEB liNk: rESOUrCES fOr PrEPAriNG GrANT PrOPOSAlS 163

reports 163

titles 164 Reports and Long Documents 164 Memos, E-mail, and Online Postings 165 Formatting Titles 165 Capitalization 165 Italics 166 Quotation Marks 166 Special Cases 166

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trip reports 166 • fiGUrE 5–6. TriP rEPOrT SENT AS

E-MAil (WiTH ATTACHMENT) 167

trouble reports (see incident reports) 168

6. Formal Reports 169

Preview 170 diGiTAl TiP: diGiTAllY ENHANCiNG fOrMAl rEPOrTS 170

abstracts 171 Types of Abstracts 171 Writing Strategies 171 • fiGUrE 6–1. iNfOrMATiVE ABSTrACT

(frOM A rEPOrT) 172

appendixes 173 executive summaries 173 • WriTEr’S CHECkliST: WriTiNG

ExECUTiVE SUMMAriES 174

formal reports 174 diGiTAl TiP: CrEATiNG STYlES ANd TEMPlATES 175

Front Matter 175 Title Page 175 Abstract 176 Table of Contents 176 List of Figures 176 List of Tables 176 Foreword 176 Preface 177 List of Abbreviations and Symbols 177

Body 177 Executive Summary 177 Introduction 177 Text 177 Conclusions 177 Recommendations 178 Explanatory Notes 178 References (or Works Cited) 178

• ETHiCS NOTE 178 Back Matter 178 Appendixes 178 Bibliography 179 Glossary 179 Index 179

diGiTAl TiP: CrEATiNG AN iNdEx 179

Sample Formal Report 179 • WEB liNk: SAMPlE ONliNE fOrMAl

rEPOrTS 179

• fiGUrE 6–2. fOrMAl rEPOrT 180 glossaries 197 tables of contents 197

7. Design and Visuals 199

Preview 200

drawings 201 • fiGUrE 7–1. CONVENTiONAl liNE

drAWiNG SHOWiNG CUSTOM fEATUrES 201

• fiGUrE 7–2. CUTAWAY drAWiNG 202 • WriTEr’S CHECkliST: CrEATiNG ANd

USiNG drAWiNGS 202

• ETHiCS NOTE 203 flowcharts 203 • WriTEr’S CHECkliST: CrEATiNG

flOWCHArTS 203

• fiGUrE 7–3. flOWCHArT USiNG lABElEd BlOCkS 203

• fiGUrE 7–4. flOWCHArT USiNG PiCTOriAl SYMBOlS 204

• fiGUrE 7–5. COMMON iSO flOWCHArT SYMBOlS (WiTH ANNOTATiONS) 205

global graphics 205 • fiGUrE 7–6. GrAPHiCS fOr U.S. ANd

GlOBAl AUdiENCES 206

• fiGUrE 7–7. iNTErNATiONAl OrGANizATiON fOr STANdArdizATiON (iSO) SYMBOlS 206

• PrOfESSiONAliSM NOTE 207 • WriTEr’S CHECkliST: COMMUNiCATiNG

WiTH GlOBAl GrAPHiCS 207

graphs 208 Line Graphs 208 • fiGUrE 7–8. dOUBlE-liNE GrAPH (WiTH

SHAdiNG) 208

• fiGUrE 7–9. diSTOrTEd ANd diSTOrTiON-frEE ExPrESSiONS Of dATA 209

• ETHiCS NOTE 209 Bar Graphs 209 • fiGUrE 7–10. BAr GrAPH (qUANTiTiES

Of diffErENT iTEMS dUriNG A fixEd PEriOd) 210

Pie Graphs 210 Picture Graphs 210

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tables 224 Table Elements 224 • fiGUrE 7–19. ElEMENTS Of A

TABlE 224 Table Number 225 Table Title 225 Box Head 225 Stub 225 Body 225 Rules 225 Footnotes 225 Source Line 225 Continuing Tables 225

• fiGUrE 7–20. iNfOrMAl TABlE 226 Informal Tables 226

visuals 226 Selecting Visuals 227 • ETHiCS NOTE 227 Integrating Visuals with Text 227 • ETHiCS NOTE 227 • fiGUrE 7–21. CHArT fOr CHOOSiNG

APPrOPriATE ViSUAlS 228

• WriTEr’S CHECkliST: CrEATiNG ANd iNTEGrATiNG ViSUAlS 230

8. Presentations and Meetings 231

Preview 232

listening 233 Fallacies About Listening 233 Active Listening 233 Step 1: Make a Conscious Decision 233

Step 2: Define Your Purpose 233 Step 3: Take Specific Actions 234 Step 4: Adapt to the Situation 234

meetings 234 Planning a Meeting 235 Determine the Purpose of the Meeting 235

Decide Who Should Attend 235 Choose the Meeting Time 235

diGiTAl TiP: SCHEdUliNG MEETiNGS ONliNE 235 Choose the Meeting Location 236 Establish the Agenda 236

• WEB liNk: rESOUrCES fOr PrEPAriNG GANTT CHArTS 210

• fiGUrE 7–11. GANTT CHArT SHOWiNG PrOJECT SCHEdUlE 211

• fiGUrE 7–12. PiE GrAPH (SHOWiNG PErCENTAGES Of THE WHOlE) 212

• fiGUrE 7–13. PiCTUrE GrAPH 212 • WriTEr’S CHECkliST: CrEATiNG

GrAPHS 213

headings 214 • WriTEr’S CHECkliST: USiNG

HEAdiNGS 214

• fiGUrE 7–14. HEAdiNGS USEd iN A dOCUMENT 215

layout and design 216 Design Principles 216 Grouping 216 Contrast 216 Repetition 217

Typography 217 Typeface and Type Size 217

• fiGUrE 7–15. PriMArY COMPONENTS Of lETTEr CHArACTErS 217 Type Style and Emphasis 218

• fiGUrE 7–16. TYPE SizES (6- TO 14-POiNT TYPE) 218

Page-Design Elements 219 Justification 219 Headings 219 Headers and Footers 219 Lists 220 Columns 220 White Space 220 Color 220

Visuals 220 Icons 221 Captions 221 Rules 221

Page Layout and Thumbnails 221

lists 221 • WEB liNk: dESiGNiNG

dOCUMENTS 222

• fiGUrE 7–17. BUllETEd liST iN A PArAGrAPH 222

• WriTEr’S CHECkliST: USiNG liSTS 223

organizational charts 223 • fiGUrE 7–18. OrGANizATiONAl

CHArT 224

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diGiTAl TiP: CONdUCTiNG ONliNE MEETiNGS 236

• fiGUrE 8–1. MEETiNG AGENdA 237 Assign the Minute-Taking 237

• fiGUrE 8–2. E-MAil TO ACCOMPANY AN AGENdA 238

Conducting the Meeting 238 Deal with Conflict 239 Close the Meeting 239

• WriTEr’S CHECkliST: PlANNiNG ANd CONdUCTiNG MEETiNGS 240

minutes of meetings 240 • fiGUrE 8–3. MiNUTES Of A MEETiNG

(PArTiAl SECTiON) 241

• WriTEr’S CHECkliST: iTEMS iNClUdEd iN MiNUTES Of MEETiNGS 241

presentations 242 Determining Your Purpose 242 Analyzing Your Audience 243 Gathering Information 243 Structuring the Presentation 243 The Introduction 243 The Body 244 Transitions 245 The Closing 245

Using Visuals 246 • ETHiCS NOTE 246 Flip Charts 246 Whiteboards or Chalkboards 246 Presentation Software 246

• fiGUrE 8–4. PrESENTATiON SlidES 247 • PrOfESSiONAliSM NOTE 247 • WriTEr’S CHECkliST: USiNG ViSUAlS iN

A PrESENTATiON 248

• WEB liNk: PrEPAriNG PrESENTATiON SlidES 248

Delivering a Presentation 248 Practice 249 Delivery Techniques That Work 249 Presentation Anxiety 250

• WriTEr’S CHECkliST: PrEPAriNG fOr ANd dEliVEriNG A PrESENTATiON 250

9. Job Search and Application 253

Preview 254

acceptance / refusals (for employment) 255 • fiGUrE 9–1. ACCEPTANCE (fOr

EMPlOYMENT) 255

• fiGUrE 9–2. rEfUSAl (fOr EMPlOYMENT) 256

• PrOfESSiONAliSM NOTE 256 application cover letters 256 • PrOfESSiONAliSM NOTE 257 Opening 257 Body 257 • fiGUrE 9–3. APPliCATiON COVEr

lETTEr (COllEGE STUdENT APPlYiNG fOr AN iNTErNSHiP) 258

• fiGUrE 9–4. APPliCATiON COVEr lETTEr (rECENT GrAdUATE APPlYiNG fOr A GrAPHiC dESiGN JOB) 259

• fiGUrE 9–5. APPliCATiON COVEr lETTEr (APPliCANT WiTH YEArS Of ExPEriENCE) 260

Closing 260

interviewing for a job 261 Before the Interview 261 • PrOfESSiONAliSM NOTE 262 During the Interview 262 • PrOfESSiONAliSM NOTE 263 Behavior 263 Responses 263

• ETHiCS NOTE 263 Conclusion 264

After the Interview 264

job search 264 • fiGUrE 9–6. fOllOW-UP

COrrESPONdENCE 265

• PrOfESSiONAliSM NOTE 266 Networking and Informational Interviews 266 Campus Career Services 267 Strategic Web Searches 267 Social Media 267 • PrOfESSiONAliSM NOTE 267 • WEB liNk: fiNdiNG A JOB 268 Job Advertisements 268 Trade and Professional Journal Listings 268 • WEB liNk: O*NET ONliNE 268 Employment Agencies ( Private, Temporary, Government) 269

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Internships 269 Direct Inquiries 270 • WEB liNk: dirECT-iNqUirY

APPliCATiON COVEr lETTErS 270

Job or Internship Applications 270 • ETHiCS NOTE 270 • WEB liNk: SAMPlE JOB

APPliCATiON 270

• WriTEr’S CHECkliST: COMPlETiNG A JOB APPliCATiON 271

• ETHiCS NOTE 271 résumés 272 • ETHiCS NOTE 272 Sample Résumés 273 • WEB liNk: ANNOTATEd SAMPlE

réSUMéS 273

Analyzing Your Background 273 • fiGUrE 9–7. STUdENT réSUMé (fOr AN

ENTrY-lEVEl POSiTiON) 274

• fiGUrE 9–8. réSUMé (HiGHliGHTiNG PrOfESSiONAl CrEdENTiAlS) 275

• fiGUrE 9–9. STUdENT réSUMé (fOr A GrAPHiC dESiGN JOB) 276

• fiGUrE 9–10. réSUMé (APPliCANT WiTH MANAGEMENT ExPEriENCE) 277

• fiGUrE 9–11. réSUMé (ExPEriENCEd APPliCANT SEEkiNG CArEEr CHANGE) 278

• fiGUrE 9–12. AdVANCEd réSUMé (COMBiNiNG fUNCTiONAl ANd CHrONOlOGiCAl ElEMENTS) 279

Returning Job Seekers 281 Organizing Your Résumé (Sections) 282 Heading 283 Job Objective vs. Tagline 283

• PrOfESSiONAliSM NOTE 283 Qualifications Summary 284 Education 284 Employment Experience 284 Related Knowledge, Skills, and Abilities 285

Honors and Activities 285 References and Portfolios 286

• PrOfESSiONAliSM NOTE 286 Digital Formats and Media 286 Scannable and Plain-Text Résumés 286

• WEB liNk: kEYWOrdS ANd diGiTAl fOrMATS fOr réSUMéS 287 Web-Posted Résumés 287 E-mail–Attached Résumés 287

10. Style and Clarity 289

Preview 290

abstract / concrete words 291 affectation 291 • ETHiCS NOTE 291 • WEB liNk: AffECTEd WriTiNG

rEViSEd 292

awkwardness 292 • WriTEr’S CHECkliST: EliMiNATiNG

AWkWArdNESS 292

biased language 293 • PrOfESSiONAliSM NOTE 293 Sexist Language 293 Other Types of Biased Language 294

business writing style 294 • ETHiCS NOTE 295 buzzwords 295 • WEB liNk: BUzzWOrdS 296 clichés 296 coherence 296 compound words 297 conciseness 297 Causes of Wordiness 298 • WriTEr’S CHECkliST: ACHiEViNG

CONCiSENESS 299

connotation / denotation 300 emphasis 300 Achieving Emphasis 300 Position 300 Climactic Order 301 Sentence Length 301 Sentence Type 301 Active Voice 301 Repetition 302 Intensifiers 302 Direct Statements 302 Long Dashes 302 Typographical Devices 302

euphemisms 302 • ETHiCS NOTE 302 expletives 303 figures of speech 303 garbled sentences 304 idioms 305

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• WEB liNk: PrEPOSiTiONAl idiOMS 305 intensifiers 305 jargon 306 logic errors 306 • ETHiCS NOTE 306 Lack of Reason 306 Sweeping Generalizations 306 Non Sequiturs 307 False Cause 307 Biased or Suppressed Evidence 307 Fact Versus Opinion 307 Loaded Arguments 308 • WEB liNk: UNdErSTANdiNG AN

ArGUMENT 308

nominalizations 308 parallel structure 308 Faulty Parallelism 309

plain language 310 • WriTEr’S CHECkliST: USiNG PlAiN

lANGUAGE 311

• WEB liNk: PlAiN-lANGUAGE rESOUrCES 311

positive writing 311 • ETHiCS NOTE 312 repetition 312 sentence variety 313 Sentence Length 313 Word Order 314 Loose and Periodic Sentences 314

subordination 315 telegraphic style 316 • PrOfESSiONAliSM NOTE 317 tone 317 transition 318 Methods of Transition 319 Transition Between Sentences 319 Transition Between Paragraphs 320

unity 321

vague words 321

word choice 321 • WEB liNk: WiSE WOrd CHOiCES 322 “you” viewpoint 322

11. Grammar 325

Preview 326 • WEB liNk: GETTiNG HElP WiTH

GrAMMAr 327

adjectives 327 Limiting Adjectives 327 Articles 327 Demonstrative Adjectives 327 Possessive Adjectives 328 Numeral Adjectives 328 Indefinite Adjectives 328

Comparison of Adjectives 328 Placement of Adjectives 329 Use of Adjectives 329 • ESl TiPS fOr USiNG AdJECTiVES 330 adverbs 331 Types of Adverbs 331 Comparison of Adverbs 332 Placement of Adverbs 332