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Successful Writing at Work

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iii

Successful Writing at Work ElEvEnth Edition

Philip C. Kolin University of Southern Mississippi

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Successful Writing at Work, Eleventh Edition Philip C. Kolin

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Printed in the United States of America Print Number: 01 Print Year: 2015

For Kristin, Eric, and Theresa Evan Philip and Megan Elise

Erica Marie Julie and Loretta

Ethlyn and

MARY

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v

Contents

Preface xxi

Part I: Backgrounds 2

Chapter 1: Getting Started: Writing and Your Career 4

Writing—An Essential Job Skill 4 How Writing Relates to Other Skills 4 The High Cost of Effective Writing 5 How This Book Will Help You 5

Writing for the Global Marketplace 5 Competing for International Business 6 Communicating with Global Audiences 6 Seeing the World Through the Eyes of Another Culture 6 Cultural Diversity at Home 7 TeCh NoTe: Know Your Computer at Work 8 Using International English 10

Four Keys to Effective Writing 11 Identifying Your Audience 11 Some Questions to Ask About Your Audience 14

Case study: Writing to Different Audiences in a Large Corporation 15 Establishing Your Purpose 16 Formulating Your Message 17 Selecting Your Style and Tone 17

Case study: Adapting a Description of Heparin for Two Different Audiences 18

Characteristics of Job-Related Writing 20 1. Providing Practical Information 20 2. Giving Facts, Not Impressions 20 3. Supplying Visuals to Clarify and Condense Information 21 4. Giving Accurate Measurements 22 5. Stating Responsibilities Precisely 23 6. Persuading and Offering Recommendations 23

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vi Contents

Ethical Writing in the Workplace 26 Employers Insist on and Monitor Ethical Behavior 26 Ethical Requirements on the Job 27 Online Ethics 29 Cyberbullying 30 “Thinking Green”: Making Ethical Choices About the

Environment 31 International Readers and Ethics 31 Some Guidelines to Help You Reach Ethical Decisions 32 Ethical Dilemmas: Some Scenarios 34 Writing Ethically on the Job 35

Successful Employees Are Successful Writers 38 Revision Checklist 38 Exercises 39

Chapter 2: The Writing Process at Work 44

What Writing Is and Is Not 44 What Writing Is 44 What Writing Is Not 45

The Writing Process 45

Researching 45

Planning 46

Drafting 50 Key Questions to Ask as You Draft 50 Guidelines for Successful Drafting 50 TeCh NoTe: Drafting 51

Revising 54 Allow Enough Time to Revise 55 Revision Is Rethinking 55 Key Questions to Ask as You Revise 55 TeCh NoTe: Revising 56

Case study: A “Before” and “After” Revision of a Short Report 57

Editing 59 Editing Guidelines for Writing Lean and Clear Sentences 59 TeCh NoTe: Editing 60 Editing Guidelines for Cutting Out Unnecessary Words 62 Editing Guidelines to Eliminate Sexist Language 65 Ways to Avoid Sexist Language 66 Avoiding Other Types of Stereotypical Language 68

The Writing Process: Some Final Thoughts 69

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Contents vii

Revision Checklist 70 Exercises 70

Chapter 3: Collaborative Writing and Meetings in the Workplace 75

Collaboration Is Crucial to the Writing Process 75

Advantages of Collaborative Writing 76

Collaborative Writing and the Writing Process 77

Case study: Collaborative Writing and Editing 78

Some Guidelines for Successful Group Writing 79

Ten Proven Ways to Be a Valuable Team Player 80

Sources of Conflict in Group Dynamics and How to Solve Them 81 Common Problems, Practical Solutions 81

Models for Collaboration 83 Cooperative Model 84 Sequential Model 84 Functional Model 87 Integrated Model 87

Case study: Evolution of a Collaboratively Written Document 89

Computer-Supported Collaboration 95 Advantages of Computer-Supported Collaboration 96 Groupware and Face-to-Face Meetings 96 Types of Groupware 96 Email 96 Document Tracking Software 97 Web-Based Collaboration Systems 97

Case study: Using Google Docs as a Collaboration Tool 100 Models for Computer-Supported Collaboration 102 Avoiding Problems with Online Collaboration 103

Meetings 103 Planning a Meeting 103 TeCh NoTe: Virtual Meetings 104 Creating an Agenda 105 Observing Courtesy at a Group Meeting 105 Writing the Minutes 105 TeCh NoTe: Videoconferencing with Skype 106

Conclusion 109 Revision Checklist 110 Exercises 111

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viii Contents

Part II: Correspondence 114

Chapter 4: e-Communications at Work: email, Blogs, Messaging, and Social Media 116

The Flow of Information through E-Communications 116

Differences Among E-Communications 117

E-Communications Are Legal Records 117 Legal/Ethical Guidelines to Follow in Writing E-Communications 117

Email: Its Importance in the Workplace 118 Business Email Versus Personal Email 119 Guidelines for Using Email on the Job 120 When Not to Use Email 124

Blogs 125 Blogs Are Interactive 125 Blog Sponsors 127 Two Types of Blogs 127 Guidelines for Writing Business Blogs 129

Case study: Writing a Blog to Keep Customer Goodwill 133

Messaging 135 Messages 135 When to Use Messages Versus Emails 136 Guidelines for Using Messages in the Workplace 137 Text Messages 138

Writing for Social Media in the Workplace 139 How Social Media Helps Business 140 Staying Connected on Social Media Sites 142 Know Your Customers and What They Like 143 Choose Your Content Carefully 144 Style 144 How to Respond to Criticism 145 Visuals 145

Conclusion 147 Revision Checklist 148 Exercises 149

Chapter 5: Writing Letters: Some Basics for Communicating with Audiences Worldwide 152

Essential Advice on Writing Effective Letters 152

Letters in the Age of the Internet 153

Different Ways to Send Letters 154

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Contents ix

Letter Formats 155 Full-Block Format 155 Modified-Block Format 155 Semi-Block Format 155 Continuing Pages 157

Parts of a Letter 158 Heading 159 Date Line 159 Inside Address 159 Salutation 159 Body of the Letter 160 Complimentary Close 160 Signature 160 Enclosure Line 162 Copy Notation 162

The Appearance of Your Letter 162

Envelopes 163

Organizing a Standard Business Letter 164

Making a Good Impression on Your Reader 164 Achieving the “You Attitude”: Four Guidelines 167

International Business Correspondence 169 Ten Guidelines for Communicating with International Readers 169

Case study: Writing to Readers from a Different Culture 173 Respecting Readers’ Nationality and Ethnic/Racial Heritage 176

Case study: Writing to a Client from a Different Culture: Two Versions of a Sales Letter 177

Sending Professional-Quality Letters: Some Final Advice to Seal Your Success 181 Revision Checklist 181 Exercises 183

Chapter 6: Types of Business Letters and Memos 187

Formulating Your Message 187 Letter Writers Play Key Roles 188 Letters and Collaboration at Work 188

The Five Most Common Types of Business Letters 189

Inquiry Letters 189

Cover Letters 191

Special Request Letters 191

Sales Letters 192 Preliminary Guidelines 192

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TeCh NoTe: Mail Merge 194 The Four A’s of Sales Letters 194

Customer Relations Letters 198 Diplomacy and Reader Psychology 199 The Customers Always Write 199 Being Direct or Indirect 199

Case study: Two Versions of a Bad News Message 200 Follow-Up Letters 203 Complaint Letters 203 Adjustment Letters 208 Refusal-of-Credit Letters 215 Collection Letters 217

Memos 220 Memo Protocol and Company Politics 220 Sending Memos: Email or Hard Copy? 221 Memo Format 221 Memo Parts 221 Questions Your Memo Needs to Answer for Readers 222 Memo Style and Tone 224 Strategies for Organizing a Memo 224 Organizational Markers 226

Writing Business Letters and Memos That Matter: A Summary 228 Revision Checklist 228 Exercises 231

Chapter 7: how to Get a Job: Searches, Networking, Dossiers, Portfolios/Webfolios, Résumés, Transitioning to a Civilian Job, Letters, and Interviews 236

Steps an Employer Takes When Hiring 236

Steps to Follow to Get Hired 237

Analyzing Your Strengths and Restricting Your Job Search 237

Enhancing Your Professional Image 238

Looking in the Right Places for a Job 239

Using Online Social and Professional Networking Sites in Your Job Search 242 Finding Jobs Through Networking Sites 242 Using Facebook to Start Your Network 243 LinkedIn 244 Promoting Your Best Image—Some Do’s and Don’ts 245

Dossiers and Letters of Recommendation 251 Obtaining Letters of Recommendation 251

Career Portfolios/Webfolios 252

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Contents xi

What Not to Include in a Career Portfolio/Webfolio 254 Career Portfolio/Webfolio Formats 254

Preparing a Résumé 254 What Employers Like to See in a Résumé 254 The Process of Writing Your Résumé 257 Parts of a Résumé 260 Organizing Your Résumé 265

Transitioning into the Civilian Workforce 266 Using a Civilian Résumé Format, Language, and Context 269

The Digital Résumé 271 Things to Keep in Mind when Preparing a Digital Résumé 272 Ways to Submit Your Digital Résumé 272 Making Your Digital Résumé Ready for Applicant Tracking Systems 276

Case study: Creating a Digital Résumé for a Job Search 276 Making Your Résumé Cybersafe 279 Testing, Proofreading, and Sending Your Digital Résumé 279

Letters of Application 280 How Application Letters and Résumés Differ 280 Writing the Letter of Application 281

Going to an Interview 288 Being Ready for a Phone Interview 288 Preparing for an Interview 288 TeCh NoTe: Skype Interviews 289 Questions to Expect at Your Interview 290 What Do I Say About Salary? 292 Questions You May Ask the Interviewer(s) 292 What Interviewer(s) Can’t Ask You 293 Ten Interview Do’s and Don’ts 293 The Follow-Up Letter 294

Keep a Job Search Record 294

Accepting or Declining a Job Offer 296

Searching for the Right Job Pays 296 Revision Checklist 296 Exercises 297

Part III: Gathering and Summarizing Information 302

Chapter 8: Doing Research, evaluating Sources, and Preparing Documentation in the Workplace 304

Skills Necessary to Do Research 304

Characteristics of Effective Workplace Research 305

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xii Contents

The Research Process 305

Two Types of Research: Primary and Secondary 306 Conducting Primary Research 306 Doing Secondary Research 307 Methods of Primary versus Secondary Research 307

Primary Research 307 Direct Observation, Site Visits, and Tests 307 Interviews and Focus Groups 308 Surveys 313

Case study: The WH eComm Survey 315

Secondary Research 319 Libraries 319 TeCh NoTe: Intranets 321 Databases 323 Reference Materials 324 TeCh NoTe: Gray Literature 328 Internet Searches 329 How to Conduct Keyword Searches: Some Guidelines 330 Evaluating Websites 331

The Importance of Note Taking 333 How to Take Effective Notes 333 What to Record 334 To Quote or Not to Quote 334 TeCh NoTe: Electronic Note-Taking Software 335

Documenting Sources 337 The Ethics of Documentation: Determining What to Cite 337 Parenthetical Documentation 339 Preparing MLA Works Cited and APA References Lists 340 Sample Entries in MLA Works Cited and APA

References Lists 340 A Business Research Report 347

Conclusion 363 Revision Checklist 363 Exercises 365

Chapter 9: Summarizing Information at Work 372

Summaries in the Information Age 372

The Importance of Summaries in Business 373

Contents of a Summary 373 What to Include in a Summary 374 What to Omit from a Summary 374

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Contents xiii

Preparing a Summary 374

TeCh NoTe: Using Software to Summarize Documents 375 Make Sure Your Summary Is Ethical 376

Case study: Summarizing an Original Article 376

Executive Summaries 383 What Managers Want to See in an Executive Summary 383 Organization of an Executive Summary 384

Evaluative Summaries 385 Guidelines for Writing a Successful Evaluative

Summary 385 Evaluating the Content 386 Evaluating the Style 386

Abstracts 387 Differences Between a Summary and an Abstract 387 Writing an Informative Abstract 389 Writing a Descriptive Abstract 389

Writing Successful News Releases 390 Subjects Appropriate for News Releases 390 News Releases About Bad News 390 Organization of a News Release 390

Conclusion 392 Revision Checklist 393 Exercises 393

Part IV: Preparing Documents and Visuals 398

Chapter 10: Designing Clear Visuals 400

Visual Thinking in the Global Workplace 400

The Purpose of Visuals 401

Types of Visuals and Their Functions 402

Choosing Effective Visuals 402 Ineffective Visuals: What Not to Do 406

Generating, Scanning, and Uploading Visuals 407

Inserting and Writing About Visuals: Some Guidelines 407 Identify Your Visuals 407 Cite the Source for Your Visuals 408 Insert Your Visuals Appropriately 408 Introduce Your Visuals 409 Interpret Your Visuals 409

Two Categories of Visuals: Tables and Figures 410

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xiv Contents

Tables 410 Parts of a Table 410 Guidelines for Using Tables 410

Figures 412 Graphs 412 Charts 414 Pictographs 421 Maps 423 Photographs 424 TeCh NoTe: Using Photoshop® 427 Drawings 428 Clip Art 430 Infographics 431

Using Visuals Ethically 433 Guidelines for Using Visuals Ethically 434

Using Appropriate Visuals for International Audiences 436 Visuals Do Not Always Translate from One Culture to Another 439 Guidelines for Using Visuals for International Audiences 439

Conclusion 441 Revision Checklist 442 Exercises 442

Chapter 11: Designing Successful Documents and Websites 448

Characteristics of Effective Design 448

Organizing Information Visually 449

The ABCs of Print Document Design 449 Page Layout 449 Typography 454 Heads and Subheads 456 Graphics 458 Using Color 459

Desktop Publishing 459 Type 460 Templates 460 Graphics 460

Case study: Designing a Company Newsletter: Advice from a Pro 462

Before Choosing a Design 463

Writing for and Designing Websites 464 Web Versus Print Readers 465

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Contents xv

Case study: Differences between Print Document Organization and Website Organization 465

Preparing a Successful Home Page 467 Designing and Writing for the Web: Eight Guidelines 468 TeCh NoTe: Website Accessibility 471

TeCh NoTe: Website Design Templates 473

Creating Storyboards for Websites and Other Documents 473

Four Rules of Effective Page Design: A Wrap-Up 475 Revision Checklist 475 Exercises 476

Chapter 12: Writing Instructions and Procedures 480

Instructions, Procedures, and Your Job 480

Why Instructions Are Important 480 Safety 481 Efficiency 481 Convenience 481

The Variety of Instructions: A Brief Overview 482

Assessing and Meeting Your Audience’s Needs 484 Key Questions to Ask About Your Audience 485 Writing Instructions for International Audiences 486

Using Word-Processing Software to Help You Design Instructions 486

The Process of Writing Instructions 487 Plan Your Steps 487 Perform a Trial Run 487

Case study: Meeting Your Audience’s Needs 488 Write and Test Your Draft 489 Revise and Edit 490

Using the Right Style 490

Using Visuals Effectively 491 Guidelines for Using Visuals in Instructions 492

The Six Parts of Instructions 493 Introduction 493 List of Equipment and Materials 494 Steps for Your Instructions 494 Warnings, Cautions, and Notes 497 Conclusion 499 Troubleshooting Guide 499

Model of Full Set of Instructions 499

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xvi Contents

Writing Procedures for Policies and Regulations 510 Some Examples of Procedures 510 Meeting the Needs of Your Marketplace 511

Case study: Writing Procedures at Work 511

Some Final Advice 514 Revision Checklist 514 Exercises 515

Chapter 13: Writing Winning Proposals 518

Proposals Are Persuasive Plans 519

Proposals Frequently Are Collaborative Efforts 520

Types of Proposals 520 Solicited Proposals and Requests for Proposals (RFPs) 520 Unsolicited Proposals 523 Internal and External Proposals 523 TeCh NoTe: Finding U.S. Government RFPs Online 523

Eight Guidelines for Writing a Successful Proposal 524

TeCh NoTe: Document Design and Your Proposal 525

Internal Proposals 526 Some Common Topics for Internal Proposals 526 Following the Proper Chain of Command 527 Ethically Anticipating and Resolving Corporate Readers’ Problems 527

Case study: Drafting an Internal Proposal to Create a Mobile App for a Health Food Store 528

Organization of an Internal Proposal 529 Sales Proposals 536

Knowing Your Audience and Meeting Its Needs 536 Being Ethical and Legal 536 Organization of a Sales Proposal 539

Proposals for Research Reports 542 Organization of a Proposal for a Research Report 542

A Final Reminder 548 Revision Checklist 548 Exercises 550

Chapter 14: Writing effective Short Reports 554

Why Short Reports Are Important 554

Types of Short Reports 555

Eight Guidelines for Writing Short Reports 555

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Contents xvii

1. Anticipate How an Audience Will Use Your Report 556 TeCh NoTe: Creating Templates for Short Reports 556 2. Do the Necessary Research 557 3. Be Objective and Ethical 557 TeCh NoTe: Using the Web to Do Research for Short Reports 558 4. Organize Carefully 558 5. Write Clearly and Concisely 560 6. Create a Reader-Centered Design 560 7. Include Visuals/Graphics/Tables Only When They Are Needed 561 8. Choose the Most Appropriate Format 561

Periodic Reports 561

Sales Reports 561

Case study: A Poor and an Effective Short Report 562

Progress Reports 567 Audience for Progress Reports 567 Frequency of Progress Reports 568 Parts of a Progress Report 568

Employee Activity/Performance Reports 571 Guidelines for Writing an Activity Report 571

Trip/Travel Reports 573 Questions Your Trip/Travel Report Needs to Answer 573 Common Types of Trip/Travel Reports 573

Test Reports 579

Case study: Two Sample Test Reports 579 Questions Your Test Report Needs to Answer 583

Incident Reports 584 When to Submit an Incident Report 584 Parts of an Incident Report 584 Protecting Yourself Legally 586

Short Reports: Some Final Thoughts 587 Revision Checklist 588 Exercises 590

Chapter 15: Writing Careful Long Reports 594

Characteristics of a Long Report 595 Scope 595 Research 595 Format 596 Timetable 596 Audience 596 Collaborative Effort 597

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xviii Contents

TeCh NoTe: Using Government-Sponsored Research 597

The Process of Writing a Long Report 598

Parts of a Long Report 599 Numbering the Pages of a Long Report 599 Front Matter 599 Text of the Report 602 Back Matter 605

A Model Long Report 605

Final Words of Advice About Long Reports 621 Revision Checklist 622 Exercises 622

Chapter 16: Making Successful Presentations at Work 624

Writing a Document Versus Making a Presentation 624

Types of Presentations 625 For Your Customers or Clients 625 For Your Boss 625 For Your Co-Workers 625 For Community Leaders or Groups 626

Informal Briefings 626

Formal Presentations 627 Analyzing Your Audience 627 The Parts of Formal Presentations 629 Presentation Software 635 Noncomputerized Presentations 638 Rehearsing Your Presentation 639 Delivering Your Presentation 639 Evaluating Presentations 642

Revision Checklist 644 Exercises 644

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

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

Sentences A-5 Constructing and Punctuating Sentences A-5 What Makes a Sentence A-5 Avoiding Sentence Fragments A-6

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Contents xix

Correcting Comma Splices A-7 Making Subjects and Verbs Agree in Your Sentences A-9 Writing Sentences That Say What You Mean A-10 Using Pronoun References Correctly A-12

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

Proofreading Marks A-19 Index I-1

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xxi

Preface

Successful Writing at Work, Eleventh Edition, is a practical, comprehensive intro- ductory text for business, technical, professional, and occupational writing courses. Regardless of a student’s career choice, writing is a vital part of virtually every job, and as readers of earlier editions have learned, Successful Writing at Work can help them become better writers while they also learn to develop and design effective workplace documents for multicultural, global audiences. Successful Writing at Work, Eleventh Edition, is organized to take students step-by-step from the basic concepts of audience analysis, purpose, message, style, and tone to the processes of researching, drafting, revising, formatting/designing, and editing. Students will learn to write a variety of job-related documents, from emails, social media posts, and correspondence to more complex instructions, proposals, reports, websites, and presentations.

BuIldIng on Past edItIons Benefiting from the feedback of instructors, students, and employers over many editions, this revised Eleventh Edition continues to give students detailed, clear guidelines for preparing well-organized and readable business documents. More- over, because effective models are critical for learning new skills, students will find a wide range of realistic, up-to-date, and rhetorically diverse examples (all of them annotated and visually varied) demonstrating the function, scope, format, and orga- nization of numerous documents for audiences with differing needs. Each of these model documents focuses directly on practical issues in the world of work and por- trays employees as successful writers, either individually or as part of a collabora- tive writing group. Furthermore, this new edition fully covers a broad spectrum of current workplace technologies and considerations, such as social media, messag- ing, Google Docs, professional networking sites, Skype, and Prezi.