WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.

BA7108 WRITTEN COMMUNICATION L T P C

3003
COURSE OBJECTIVE:
To familiarize learners with the mechanics of writing.
To enable learners to write in English precisely and effectively.
COURSE OUTCOME:
Learners should be able to
i) get into the habit of writing regularly,
ii) express themselves in different genres of writing from creative to critical to factual
writing,
iii) take part in print and online media communication,
iv) read quite widely to acquire a style of writing, and
v) identify their areas of strengths and weaknesses in writing.
UNIT I PERSONAL COMMUNICATION 9
Journal writing, mails/emails, SMS, greeting cards, situation based – accepting/declining
invitations, congratulating, consoling, conveying information.
UNIT II SOCIAL COMMUNICATION 9
Blogs, Reviews (films, books), posting comments, tweets, cross-cultural communication,
gender sensitivity in communication.
UNIT III WORK PLACE COMMUNICATION 9
e-mails, minutes, reports of different kinds – annual report, status report, survey report,
proposals, memorandums, presentations, interviews, profile of institutions, speeches,
responding to enquiries, complaints, resumes, applications, summarizing, strategies for
writing.
UNIT I V RESEARCH WRITING 9
Articles for publication (Journals), developing questionnaire, writing abstract, dissertation,
qualities of research writing, data (charts, tables) analysis, documentation.
UNIT V WRITING FOR MEDIA AND CREATIVE WRITING 9
Features for publication (Newspapers, magazines, newsletters, notice-board), case studies,
short stories, travelogues, writing for children, translation, techniques of writing
TOTAL: 45 PERIODS
TEXTBOOKS
1. Lesikar, Pettit, and Flatley . 2009. Lesikar’s Basic BusinessCommunication. 11th ed. Tata
McGraw-Hill, New Delhi.
2. Sharan J Gerson, and Steven M Gerson. 2008. Technical Writing: Process and Product.
Pearson Education, New Delhi.
REFERENCE:
1. E. H. McGrath, S.J. 2012. Basic Managerial Skills for All. 9th ed. Prentice-Hall of India,
New
Delhi
Management books
Robin sharma - The greatness guide
Steven Covey - 7 Habits of Effective people
Arindham Chaudhuri - Count your chickens before they hatch
Ramadurai - TCS Story
15
Blogs : Seth Godwin, Guy Kawasaki, Kiruba Shankar
Review: Harvard Business review
Reports: Deloitte, Netsis
Magazines: Bloomberg Businessweek, Economist

MAILAM ENGINNERING COLLEGE Page 1

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

Teaching is the noblest of professions. A teacher has a scared duty to perform. It is he on whom
rests the responsibility of moulding the character of young children. Apart from developing their
intellect, he can inculcate in them qualities of good citizenship, remaining neat and clean, talking
decently and sitting properly. These virtues are not easy to be imbibed. Only he who himself
leads a life of simplicity, purity and rigid discipline can successfully cultivate these habits in his
pupils.

Besides a teacher always remain young. He may grow old in age, but not in spite. Perpetual
contact with budding youths keeps him happy and cheerful. There are moments when domestic
worries weigh heavily on his mind, but the delightful company of innocent children makes him
overcome his transient moods of despair.

Precis Summary

Teaching is the noblest profession. A teacher himself leading a simple, pure and disciplined life
can mould the character of the young children and make them neat and good mannered citizens.
Besides he remains every young forgetting his own domestic worries in the constant company of
the young.

Communication is neither transmission of message nor message itself. It is the

mutual exchange of understanding, originating with the reciever. Communication
needs to be effective in business. Communication is essence of management. The
basic functions of management (Planning, Organizing, Staffing, Directing and
Controlling) cannot be performed well without effective communication. Business
communication involves constant flow of information. Feedback is integral part of
business communication. Organizations these days are verly large. It involves
number of people. There are various levels of hierarchy in an organization. Greater
the number of levels, the more difficult is the job of managing the organization.
Communication here plays a very important role in process of directing and
controlling the people in the oragnization. Immediate feedback can be obtained and
misunderstandings if any can be avoided. There should be effective communication
between superiors and subordinated in an organization, between organization and
society at large(for example between management and trade unions). It is essential
for success and growth of an organization. Communication gaps should not occur in
any organization.

MAILAM ENGINNERING COLLEGE Page 2

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

Business Communication is goal oriented. The rules, regulations and policies of a

company have to be communicated to people within and outside the organization.
Business Communication is regulated by certain rules and norms. In early times,
business communication was limited to paper-work, telephone calls etc. But now
with advent of technology, we have cell phones, video conferencing, emails,
satellite communication to support business communication. Effective business
communication helps in building goodwill of an organization.
Business Communication can be of two types:
1. Oral Communication - An oral communication can be formal or informal.
Generally business communication is a formal means of communication,
like : meetings, interviews, group discussion, speeches etc. An example of
Informal business communication would be - Grapevine.
2. Written Communication - Written means of business communication
includes - agenda, reports, manuals etc.
Written communication has great significance in today’s business world. It is an
innovative activity of the mind. Effective written communication is essential for
preparing worthy promotional materials for business development. Speech came
before writing. But writing is more unique and formal than speech. Effective writing
involves careful choice of words, their organization in correct order in sentences
formation as well as cohesive composition of sentences. Also, writing is more valid
and reliable than speech. But while speech is spontaneous, writing causes delay
and takes time as feedback is not immediate.
Advantages of Written Communication

Written communication helps in laying down apparent principles, policies and

rules for running of an organization.
It is a permanent means of communication. Thus, it is useful where
record maintenance is required.
It assists in proper delegation of responsibilities. While in case of oral
communication, it is impossible to fix and delegate responsibilities on
the grounds of speech as it can be taken back by the speaker or he
may refuse to acknowledge.

MAILAM ENGINNERING COLLEGE Page 3

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

Written communication is more precise and explicit.

Effective written communication develops and enhances an
organization’s image.
It provides ready records and references.
Legal defenses can depend upon written communication as it provides
valid records.
Disadvantages of Written Communication

Written communication does not save upon the costs. It costs huge in terms of
stationery and the manpower employed in writing/typing and delivering letters.
Also, if the receivers of the written message are separated by distance and if
they need to clear their doubts, the response is not spontaneous.
Written communication is time-consuming as the feedback is not immediate. The
encoding and sending of message takes time.
Effective written communication requires great skills and competencies in
language and vocabulary use. Poor writing skills and quality have a negative
impact on organization’s reputation.
Too much paper work and e-mails burden is involved.

C’s of written communication:

The four Cs are clear, concise, complete, and correct writing. All four are imperative
in both technical and business writing.
Clarity ensures your reader understands your communication without any
difficulty. This means there are no obscure words that he or she must look up;
there are no extraneous words that hide the real message; and there is a logical
flow to the communication.
Conciseness is using as few words as possible to get the message across the the
reader. In other words, leave out the adjectives unless they help clarify the
message. Keep your sentences simple and to the point.
Completeness, of course, is ensuring the reader has all the information they need
to understand the message, make a decision, and take an action. If you leave out
something, the reader might make an incorrect decision.

MAILAM ENGINNERING COLLEGE Page 4

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

Correctness is imperative. Do not mislead your reader. Reread your message

before you send it, whether it is an e-mail message, letter, report, proposal, or any
other document. Incorrect information can cost your company thousands, even
millions, of dollars.
JOURNAL WRITING
What is Journal Writing?
Journal writing is a learning tool based on the ideas that students write to learn.
Students use the journals to write about topics of personal interest, to note their
observations, to imagine, to wonder and to connect new information with things
they already know.
Why Write A Good Journal?  
The journal is probably the most important assignment. Unfortunately, it is the
assignment that people neglect the most. The journal constitutes 20% of your
grade; a bad journal can have great impact. But the journal influences your grade
in many more subtle ways. The better your journal, the easier your other
assignments will be and, in most cases, the higher your paper grades will turn out.
    Why does the journal have such a large impact of your work?
(1) The journal lowers stress. The journal is important because it is a rehearsal for
your other papers. It allows you to think about the material in advance and to begin
to develop an understanding, an interpretation, an opinion, and a criticism of the
material long before you sit and write your papers. This will help to make the first
draft of your paper easier to write and as a result, it will significantly lower your the
stress-level. Philosophy papers can be overwhelming, and not understanding the
material makes the assignment even more difficult. By writing about the material in
advance, you will have a better idea of how to start.
(2) The journal increases sophistication. The "rehearsal" aspect of the journal will
allow you to present a better discussion of the issues and arguments. It allows you
to become familiar with the texts and issues and this allows you to look deeper into
the philosophical issues. When you think about interpretation and criticism in
advance, you already start to develop your own ideas even if you are unaware of it.
You can reference your journals in order to remind you of your initial thoughts.

MAILAM ENGINNERING COLLEGE Page 5

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

(3) The journal saves time. Many students regard the journal as incredibly time-
consuming. However, in reality, the journal saves time because it provides a library
of summaries and criticism which you cash use to start your papers. What are the
major delays in paper writing? First, many people have to re-read part or all of the
text because they don't remember the main points or the argument. Second,
people have to struggle to understand that which they thought they could put on
paper. Third, often underestimate how difficult it is to summarize and criticize. A
journal cuts much of that time. Since you can use your journal entries in your
papers, you can develop the framework of your first draft with only minimal cutting
and pasting. You can use the journal summaries as the beginning of your paper
summaries, and use your criticism to jump-start your paper as as well. Those
students who are genuinely conscientious about their journals have told me time
and time again that the papers are not nearly as difficult or overwhelming as they
would be had they not written their journal.
What Are the Parts of the Journal?
    The journal is divided into two parts: a summary and a commentary. The
minimum requirement for the journal is one full page, but you will most likely
discover that as you progress in the course, the journals will become longer. Many
people regularly submit journals that are between two and three pages pages long,
but do keep in mind that this is larger than required.
    The summary section of the journal should answer several important questions.
First, what is the main point of the essay? In other words, why is the philosopher
writing this particular piece? What problem is he or she trying to solve? And, what
conclusions did he or she arrive at? This section is best placed in the opening
paragraph of the journal entry. Second, what is the argument of the essay? The
argument presented must be different from the conclusion. the conclusion tells the
reader what the philosopher is trying to prove, but the argument explains the
reasons for the conclusion -- it is that part of the essay in which the philosopher
tries to convince the reader that the essay's conclusion is correct. The philosopher
will cite evidence and put forth explanations. In the journal, you should summarize
the main points in this section. The summary section should contain one or two
quotes from the text that you think are important enough to represent the entire

MAILAM ENGINNERING COLLEGE Page 6

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

text. When completing the summary, ask yourself: "Did I list the main point of the
essay?" and, "Is this enough information that when I need to write a paper, the
journal will remind me of the essential information?" Keep in mind, summaries are
difficult and require practice. It takes some time to learn how to condense large
amounts of information into a few paragraphs.
    The commentary, or "opinion" section of the essay should follow the summary
section. It should contain your evaluation of the conclusion and the argument. Do
you agree with the conclusion? Why or why not? Do you think the argument
presented supports the philosopher's conclusion? Why or why not. It is very
important that you justify your opinion. It is not enough to indicate that you agree
or disagree with the philosopher, you must explain why you agree or disagree.
    The journal is that place in which you can explore your ideas and initial thoughts
regarding the essay. Don't be afraid to be critical, and don't be afraid to try new
ideas. Feel free to include personal commentary. If an example from your own life
will help to explain your feeling on the essay, include it. Remember, the more
interesting the journal is for you to write, the more interesting it is for me to read.
Various Journal Types and Formats
A variety of journaling types and formats have been developed over the years. A
literature search produces a plethora of types, descriptions, and examples. For
purpose of this sourcebook I am including those I have found particularly useful in
the graduate classroom. Each has advantages and disadvantages, but all are
effective in helping students record information important to their efforts. Most
students even use them to move beyond the knowledge and skills available through
normal classroom activities.
Learning Journals. A learning journal typically is a hand written in a notebook or
on a pad of paper as a means for recording thoughts, reflections, feelings, personal
opinions, and even hopes or fears during an educational experience. However,
students can use a tape recorder or computer keyboard. The point is to find a
recording device that feels comfortable and enhances frequent writing. The
comments included can come from stimulation received while reading course
materials or talking with fellow students. They also can simply be random
reflections obtained during a learning experience or just through participation in

MAILAM ENGINNERING COLLEGE Page 7

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

life. Progoff (1975) even suggests having simulated conversations with the inner
self or real conversations with others, including obtaining feedback, as a means of
furthering any value received from the process.
Throughout a course I recommend that students maintain a personal journal, diary,
or log to capture their growing understanding of the field, a particular subject,
and/or their own professional development. This can include systematic
observations of insights, events, and changes in personal perspectives during the
course. Journaling, as it is often called, typically is one of the most complex of all
forms for recording personal changes and insights. For many students, the process
of maintaining a journal helps them become more organized and focused on the
areas they are studying. There is often a bit of personal clarification that takes
place, too, as the journaling process helps in the elucidation of opinions, beliefs,
and feelings. Progoff (1975) outlines various tools or procedures to aid in the
writing process, such as personal logs, daily logs, and life history logs.
In my courses I provide students with a large workbook of supplemental materials.
I include a write up on keeping journals, diaries, reading logs, and theory logs and
provide bibliographic references to several supportive sources. I also have on hand
a few learning journals and diaries from previous students who have given me
permission to share their materials with others needing to look at samples. I also
suggest that students search the World Wide Web for samples of various journaling
forms.
Diaries. A diary is typically a notebook, booklet of blank pages, or any source for
students to record thoughts, reactions to learning experiences, and even innermost
fears about a learning activity. Some learners prefer to create electronic or audio
diaries. Regardless of the particular format, entries of daily experiences, insights,
and problems often are made: “Diary writing usually involves the unstructured,
chronological recording of the events of a person’s life” as they are perceived. “We
have to recognize, however, that the mere fact of continuously writing entries, as is
done in the keeping of a diary, is not sufficient in itself to bring about deep changes
in a person’s life” (L;JProgoff, 1975, p. 87).
Another feature of a diary is being able to look back on specific days or time periods
in an attempt to sort out personal feelings. Combining such features with instructor

MAILAM ENGINNERING COLLEGE Page 8

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

feedback, the development of something like a statement of personal philosophy,

and subsequent student writing and reflection can begin desired or even
unanticipated personal changes. I recommend to learners Christensen’s (1981)
work in which she describes how a personal diary can be used as a supplement to
classroom activities.
Dream Book or Log. Many people are interested for personal or psychological
reasons in recording and/or interpreting their dreams. This usually involves keeping
a recording device (such as a tablet, notebook, and even tape recorder) on a
nightstand to be used upon wakening for recording the dream experience before it
has faded from conscious memory. Subsequent analysis of those dreams can lead
to interpreting how the subconscious might be directing or impacting on the
conscious. I tell a student who is really struggling with some particular concept or
subject to consider keeping a dream book or log for awhile as a means of obtaining
new insights. Bethards (1997) describes how to examine such remembered or
recorded symbols from a dream and tie them to potentially new understanding or
knowledge.
Autobiographies, Life Stories, and Memoirs. Autobiographies, life stories, and
memoirs can reveal the heart and soul of human existence. Autobiography focuses
on self-assessment, life stories typically assess someone else's life but can be used
personally, and memoirs take a more informal approach to telling a life story. All
three approaches present an account of someone’s life. Something like an
autobiography can even be used as a way of understanding or gaining knowledge
on a particular topic. For example, a student might obtain a better understanding of
adult development by creating an autobiography that focuses on the various stages
of personal development over two or more decades. This typically involves asking
students to draw on their own lives and experiences, as well as the lives of others
with whom they have associated, to develop a critical self-reflection on some aspect
of their personal development.
Not only do autobiographies, memoirs, and life stories encourage self-reflection,
they also can promote a sharing of experiences with others to examine similarities
and differences between individual life histories. Autobiography thus moves beyond

MAILAM ENGINNERING COLLEGE Page 9

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

learning as a solitary experience to one based on the potential of synergistic

interaction with others.
Spiritual Journals. A spiritual journal usually is somewhat different than a regular
journal or diary. It normally involves recording personal reactions to spiritual or
religious matters. This particular approach may not match the needs of many adult
students, especially if they are taking a course for credit, but occasionally a student
with deep religious convictions will find the technique a useful companion to their
other study activities. Spiritual journals also can be used in retreat settings where
learners use mechanisms to help improve their self-understanding.
Professional Journals. Journals also can have a very specific purpose in mind. For
example, asking a student to keep a professional growth and development journal
can be very important, especially as they near completion of a degree program.
Such a journal "may be written solely with the author in mind, or alternatively for a
wider professional audience, possibly for colleagues, a tutor, or an assessor in
courses in higher education contexts" (O'Hanlon, 1997, p. 168).
I ask my students in their final graduate seminar to keep a professional journal that
includes developing a statement of professional commitment (Hiemstra, 1999). The
professional journal then becomes part of the learner's professional portfolio and all
these materials are shared with and critiqued by fellow seminar members and me.
Interactive Reading Log. The interactive reading log provides a mechanism for a
student to critically reflect on information as it is read. It is essentially a series of
reactions or responses to those elements in any material being read that is
particularly meaningful or provocative. In essence, such logs enable learners to
record aspects of what they are reading in their own voice or words (Perham,
1992). In a graduate course, the items selected for reaction typically include books,
instructional media, and professional journal articles.
I recommend to my students that they use the following format: Begin with one or
two introductory paragraphs describing the reasons for choosing whatever subject
area was covered, include the log of reactions (this could be several pages
constituting the bulk of the report), conclude with a two or three page retrospective
overview of the effort as a whole, and supply a list of references utilized. I note that
they can skip some sections in their reading efforts, skim others, read others at a

MAILAM ENGINNERING COLLEGE Page 10

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

normal rate, or read some passages more carefully and in depth. The spacing and
number of reactions depend on the scope and purpose of any reading. It might
involve including entire sentences or longer passages striking for their clarity,
insight, stimulation, and usefulness. It might include items the student regards as
ambiguous, exaggerated, poorly reasoned, insufficiently supported, or with which
they disagree. They are even encouraged to have simulated conversations with any
authors as a means of prompting clarification or new insights. The idea is to read
and react letting the experience help in growth of knowledge and ability to practice
critical reflection, and as a means of expressing personal thoughts in synthesizing
the reading experience.
Theory Log. The assumption serving as a basis for this activity is that each student
taking a graduate course will need to learn to think and critically reflect on
corresponding terminology, theory, and knowledge. Brookfield (1995) refers to this
as reading theory critically. Throughout a learning experience, students who choose
to keep a theory log are asked to make notes regarding what they perceive to be
theoretical concepts, salient points, truths, bridges to known theory, ideas to be
tested, and gaps in the knowledge. They are encouraged to ask various kinds of
epistemological, experiential, communicative, or political questions about what they
read. The ultimate result is a log, statement, outline, or whatever else seems
appropriate in expressing their grasp of the theory providing a foundation for the
course content.
Electronic Journaling. Because of the growing use of computer technology and
distance education in various forms, many students are choosing to record their
insights or reflections in some electronic form. In essence, any of the previously
described journaling techniques can be carried out fully or partially in an electronic
form. One of my students, for example, likes to publish his insights on his web page
for fellow students to read. He subsequently encourages computer-mediated
conversations as a way of further enhancing his own knowledge and understanding.
Some related web sites can be seen in "Life Journal" (1999) and "My Story" (1998).
Scrapbook – A scrapbook is a great type of journal for pasting important
memorabilia like photos, concert ticket stubs, airline tickets, brochures, special

MAILAM ENGINNERING COLLEGE Page 11

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

cards, postcards, sketches, newspaper clippings – the possibilities are endless. You
can use a large blank book, photo album or special memory book or scrapbook.
Travel Journal - A travel journal is the perfect place to record all of the
memorable details of your voyages to places both near and far. Use a travel journal
to not only write down the exciting details of your trip, but as a place to store
brochures, airline tickets, and other great memorabilia gathered from your travels.
E-MAIL
Electronic mail, most commonly referred to as email or e-mail since
approximately 1993,[2] is a method of exchanging digital messages from an author
to one or more recipients. Modern email operates across the Internet or other
computer networks. Some early email systems required that the author and the
recipient both be online at the same time, in common with instant messaging.
Today's email systems are based on a store-and-forward model. Email servers
accept, forward, deliver, and store messages. Neither the users nor their computers
are required to be online simultaneously; they need connect only briefly, typically
to an email server, for as long as it takes to send or receive messages.

Here are some things to keep in mind regarding professional e-mail conduct:
1. Be informal, not sloppy. Your colleagues may use commonly accepted
abbreviations in e-mail, but when communicating with external customers,
everyone should follow standard writing protocol. Your e-mail message
reflects you and your company, so traditional spelling, grammar, and
punctuation rules apply.
2. Keep messages brief and to the point. Just because your writing is
grammatically correct does not mean that it has to be long. Nothing is more
frustrating than wading through an e-mail message that is twice as long as
necessary. Concentrate on one subject per message whenever possible.
3. Use sentence case. USING ALL CAPITAL LETTERS LOOKS AS IF YOU'RE
SHOUTING. Using all lowercase letters looks lazy. For emphasis, use
asterisks or bold formatting to emphasize important words. Do not, however,
use a lot of colors or graphics embedded in your message, because not
everyone uses an e-mail program that can display them.

MAILAM ENGINNERING COLLEGE Page 12

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

4. Use the blind copy and courtesy copy appropriately. Don't use BCC to
keep others from seeing who you copied; it shows confidence when you
directly CC anyone receiving a copy. Do use BCC, however, when sending to
a large distribution list, so recipients won't have to see a huge list of names.
Be cautious with your use of CC; overuse simply clutters inboxes. Copy only
people who are directly involved.
5. Don't use e-mail as an excuse to avoid personal contact. Don't forget
the value of face-to-face or even voice-to-voice communication. E-mail
communication isn't appropriate when sending confusing or emotional
messages. Think of the times you've heard someone in the office indignantly
say, "Well, I sent you e-mail." If you have a problem with someone, speak
with that person directly. Don't use e-mail to avoid an uncomfortable
situation or to cover up a mistake.
6. Remember that e-mail isn't private. I've seen people fired for using e-
mail inappropriately. E-mail is considered company property and can be
retrieved, examined, and used in a court of law. Unless you are using an
encryption device (hardware or software), you should assume that e-mail
over the Internet is not secure. Never put in an e-mail message anything
that you wouldn't put on a postcard. Remember that e-mail can be
forwarded, so unintended audiences may see what you've written. You might
also inadvertently send something to the wrong party, so always keep the
content professional to avoid embarrassment.
7. Be sparing with group e-mail. Send group e-mail only when it's useful to
every recipient. Use the "reply all" button only when compiling results
requiring collective input and only if you have something to add. Recipients
get quite annoyed to open an e-mail that says only "Me too!"
8. Use the subject field to indicate content and purpose. Don't just say,
"Hi!" or "From Laura." Agree on acronyms to use that quickly identify actions.
For example, your team could use <AR> to mean "Action Required" or
<MSR> for the Monthly Status Report. It's also a good practice to include the
word "Long" in the subject field, if necessary, so that the recipient knows
that the message will take time to read.

MAILAM ENGINNERING COLLEGE Page 13

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

9. Don't send chain letters, virus warnings, or junk mail. Always check a
reputable antivirus Web site or your IT department before sending out an
alarm. If a constant stream of jokes from a friend annoys you, be honest and
ask to be removed from the list. Direct personal e-mail to your home e-mail
account.
10. Remember that your tone can't be heard in e-mail. Have you
ever attempted sarcasm in an e-mail, and the recipient took it the wrong
way? E-mail communication can't convey the nuances of verbal
communication. In an attempt to infer tone of voice, some people use
emoticons, but use them sparingly so that you don't appear unprofessional.
Also, don't assume that using a smiley will diffuse a difficult message.
11. Use a signature that includes contact information. To ensure that
people know who you are, include a signature that has your contact
information, including your mailing address, Web site, and phone numbers.
12. Summarize long discussions. Scrolling through pages of replies to
understand a discussion is annoying. Instead of continuing to forward a
message string, take a minute to summarize it for your reader. You could
even highlight or quote the relevant passage, then include your response.
Some words of caution:
 If you are forwarding or reposting a message you've received, do not
change the wording.
 If you want to repost to a group a message that you received
individually, ask the author for permission first.
 Give proper attribution.
32 most important email etiquette tips:
What are the etiquette rules?
There are many etiquette guides and many different etiquette rules. Some rules will
differ according to the nature of your business and the corporate culture. Below we
list what we consider as the 32 most important email etiquette rules that apply to
nearly all companies.
32 most important email etiquette tips:

MAILAM ENGINNERING COLLEGE Page 14

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

1. Be concise and to the point

2. Answer all questions, and pre-empt further questions
3. Use proper spelling, grammar & punctuation
4. Make it personal
5. Use templates for frequently used responses
6. Answer swiftly
7. Do not attach unnecessary files
8. Use proper structure & layout
9. Do not overuse the high priority option
10. Do not write in CAPITALS
11. Don't leave out the message thread
12. Add disclaimers to your emails
13. Read the email before you send it
14. Do not overuse Reply to All
15. Mailings > use the bcc: field or do a mail merge
16. Take care with abbreviations and emoticons
17. Be careful with formatting
18. Take care with rich text and HTML messages
19. Do not forward chain letters
20. Do not request delivery and read receipts
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission
23. Do not use email to discuss confidential information
24. Use a meaningful subject
25. Use active instead of passive
26. Avoid using URGENT and IMPORTANT
27. Avoid long sentences
28. Don't send or forward emails containing libelous, defamatory, offensive, racist
or obscene remarks
29. Don't forward virus hoaxes and chain letters
30. Keep your language gender neutral

MAILAM ENGINNERING COLLEGE Page 15

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

31. Don't reply to spam

32. Use cc: field sparingly
If you work in an office, you probably write emails every day – to colleagues, to
your boss, to clients. Even if you’re still at college, you’ll need to email your
lecturers once in a while (maybe to plead for an essay extension, or to ask for help)
– and many employers now expect resumes and cover letters to be sent by email.
So, being able to write a professional, business-like email is a crucial skill. Daily
Writing Tips has already covered the email subject line, but the body of your
message also matters.
1. Start with a salutation
Your email should open by addressing the person you’re writing to. Sure, you can
get away with leaving out the salutation when you’re dashing off an email to your
friend, but business-like messages should begin with:
 Dear Mr Jones, or Dear Professor Smith, (for someone you don’t know well,
especially if they’re a superior)
 Dear Joe, or Dear Mandy, (if you have a working relationship with the
person)
It’s fine to use “Hi Joe”, “Hello Joe” or just the name followed by a comma (“Joe,”)
if you know the person well – writing “Dear Joe” to one of your team-mates will
look odd!
2. Write in short paragraphs
Get straight to the point – don’t waste time waffling. Split your email into two to
four short paragraphs, each one dealing with a single idea. Consider using bullet-
points for extra clarity, perhaps if you are:
 Listing several questions for the recipient to answer
 Suggesting a number of alternative options
 Explaining the steps that you’ll be carrying out
Put a double line break, rather than an indent (tab), between paragraphs.
3. Stick to one topic
If you need to write to someone about several different issues (for example, if
you’re giving your boss an update on Project X, asking him for a review meeting to
discuss a payrise, and telling him that you’ve got a doctor’s appointment on

MAILAM ENGINNERING COLLEGE Page 16

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

Friday), then don’t put them all in the same email. It’s hard for people to keep
track of different email threads and conversations if topics are jumbled up.
4. Use capitals appropriately
Emails should follow the same rules of punctuation as other writing. Capitals are
often misused. In particular, you should:
 Never write a whole sentence (or worse, a whole email) in capitals
 Always capitalise “I” and the first letter of proper nouns (names)
 Capitalise acronymns (USA, BBC, RSPCA)
 Always start sentences with a capital letter.
This makes your email easier to read: try retyping one of the emails you’ve
received in ALL CAPS or all lower case, and see how much harder it is to follow!
5. Sign off the email
For short internal company emails, you can get away with just putting a double
space after your last paragraph then typing your name. If you’re writing a more
formal email, though, it’s essential to close it appropriately.
 Use Yours sincerely, (when you know the name of your addressee) and Yours
faithfully, (when you’ve addressed it to “Dear Sir/Madam”) for very formal
emails such as job applications.
 Use Best regards, or Kind regards, in most other situations.
 Even when writing to people you know well, it’s polite to sign off with
something such as “All the best,” “Take care,” or “Have a nice day,” before
typing your name.
6. Use a sensible email signature
Hopefully this is common sense – but don’t cram your email signature with quotes
from your favourite TV show, motivational speaker or witty friend. Do include your
name, email address, telephone number and postal address (where appropriate) –
obviously, your company may have some guidelines on these.
It makes it easy for your correspondents to find your contact details: they don’t
need to root through for the first message you sent them, but can just look in the
footer of any of your emails.
Putting it all together

MAILAM ENGINNERING COLLEGE Page 17

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

Compare the following two job applications. The content of the emails are identical
– but who would you give the job to?
i’ve attached my resume i would be grateful if you could read it and get back to me
at your earliest convenience. i have all the experience you are looking for – i’ve
worked in a customer-facing environment for three years, i am competent with ms
office and i enjoy working as part of a team. thanks for your time
Or
Dear Sir/Madam,
I’ve attached my resume. I would be grateful if you could read it and get back to
me at your earliest convenience. I have all the experience you are looking for:
 I’ve worked in a customer-facing environment for three years
 I am competent with MS office
 I enjoy working as part of a team
Thanks for your time.
Yours faithfully,
Joe Bloggs
SMS
SMS stands for Short Message Service technology, referring to messages that are
text-only and limited to 160 characters or less. Traditionally, these are the little text
messages we send and receive via our mobile phones. However, since each mobile
phone subscriber is assigned an email address comprised of the person's number
and service provider's gateway (i.e. number@providergateway.com), SMS
messages can also be sent via email. Furthermore, some free communications
services such as Google, Twitter and Skype provide ways to send SMS messages.

Tips for Writing Effective Business SMS Text Messages

SMS Texting for Business use is still pretty new in the UK with not many companies
sending SMS Text messages to their customers, suppliers or general contacts.
As this is the case we are often asked 3 main questions:
1 - Do my contacts want me to text them?
2 - What are the benefits of Business SMS texting?
3 - What and How should we send business marketing text messages?

MAILAM ENGINNERING COLLEGE Page 18

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

As we believe no two companies are the same, hence the customisation options
within our software, we always advise our customers to also tailor the text message
they send just the same as any other kind of direct marketing.
However, just like email marketing they are a few standard tips to achieving the
best results and building a positive reputation.
Target your Message
To get the best response rate target, target, target! Find who you want to contact,
and then target them using the language they use and with solutions / offers they
would want to recieve.
Timing
As most people have their phone with them over 90% of the day, timing is not
much of an issue. However, it has being found that if you are sending business text
messages is mid to late afternoon.
Dnt Use Txt Speak!
Always remember you are sending a business marketing message. U wudnt rite txt
spk on ur website wud u? So don't do it because it is a text message.
Keep it Clear & Simple!
The easier you keep the message the more likely your contacts are to respond. You
only have 160 characters to get your message across, so keep it to one simple
single offer or news with a clear call to action.
Be Complete
Ensure you include everything you want, as well as full instructions on what the
reciever needs to do. If they have to call ensure you give the phone number. If
they need to keep and show the text, tell them.
Use a friendly name your Customers will recognise.
When you begin to send business sms text marketing messages you will be able to
choose a friendly name. This friendly name will be shown on your contacts mobile
phone when they recieve the text message.
Now this is pretty obvious but always ensure you choose a name your customers
will recognise. Even if you want to do a gimick and promote an event or music band
- use their name.

MAILAM ENGINNERING COLLEGE Page 19

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

Grab Attention Straight Away

Just like any other peice of marketing, try to grab attention straight away. Start
your message with the word NEWS, OFFER or any of those other words we all like
to see. This is the part of the message that will also show if the reciever has text
preview on their mobile phone and will entince them more to open the SMS text
message.
Test, Revise, Test, Revise and Test Again
Mobile is no different than any other marketing communication method you would
use in your Business. Always send a test message to your own mobile phone first
as this will give you a chance to see it on the small screen. However, after that test
also keep testing and revising the messages you send to your contacts. Each time
change a small aspect of the SMS message and test if it gets a better response.
Example: Brng ur written communication txt book 2morrow, pls. Don’t 4get.

GREETING CARD
A greeting card is an illustrated, folded card featuring an expression of friendship
or other sentiment. Although greeting cards are usually given on special occasions
such as birthdays, Christmas or other holidays, they are also sent to convey thanks
or express other feeling. Greeting cards, usually packaged with an envelope, come
in a variety of styles. There are both mass-produced as well as handmade versions
that are distributed by hundreds of companies large and small. While typically
inexpensive, more elaborate cards with die-cuts or glued-on decorations may be
more expensive.
Types of greeting cards
Standard Greeting Cards: A standard greeting card is printed on high-quality
paper (such as card stock), and is rectangular and folded, with a picture or
decorative motif on the front. Inside is a pre-printed message appropriate for the
occasion, along with a blank space for the sender to add a signature or handwritten
message. A matching envelope is sold with the card. Some cards and envelopes
feature fancy materials, such as gold leaf, ribbons or glitter.

MAILAM ENGINNERING COLLEGE Page 20

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

Photo Greeting Cards: In recent years, photo greeting cards have gained
widespread popularity and come in two main types. The first type are photo insert
cards in which a hole has been cut in the center. Your photo slides in just like a
frame. The second type are printed photo cards in which the photo is combined
with artwork and printed, usually on a high-end digital press, directly onto the face
of the card. Both types are most popular for sending holiday greetings such as
Christmas, Hanukkah & for baby showers.
Personalised Greeting Cards: Websites using special personalisation technology,
such as Moonpig, allow consumers to personalise a card which is then printed and
sent directly to the recipient.
Reusable Greeting Cards: These are greeting cards for the budget conscious.
There are two common formats for reusable cards. Firstly there are cards with slits
in them positioned to hold pages. Secondly there notepad style cards where pages
stick to the back of the cards. The pages that have been used for reusable cards
can be removed after being received and fresh pages can be used to reuse the
cards.
Risqué Greeting Cards: Some companies offer risqué greeting cards, with adult-
based humor and cartoons. The humor in these cards can sometimes be offensive
to more conservative parts of the population.
Musical Greeting Cards: Recently greeting cards have been made that play music
or sound when they are opened. They are commonly 3D handmade birthday cards
which play traditional celebration songs such as Happy Birthday To You.
Electronic Greeting Cards: (also called E-cards) Greeting cards can also be sent
electronically. Flash-based cards can be sent by email, and many sites such as
Facebook enable you to send greetings. More recently, services have launched
which enable you to send greetings to a mobile phone by text message. Many of
these electronic services offer open or anonymous chat, to enable further
discussion.
Pop-Up Cards: Pop-Up Cards are normally cards that, once opened, have a picture
coming outward, giving the reader a surprise.
Pictures and printed messages in greeting cards come in various styles, from fine
art to humorous to profane. Non-specific cards, unrelated to any occasion, might

MAILAM ENGINNERING COLLEGE Page 21

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

feature a picture (or a pocket to paste in a personal photograph) but no pre-printed

message.
text on front:
happy birthday
text inside:
“Cherish your vision and your dreams
as they are the children of your soul; the blueprints of your ultimate
achievements.” Napoleon Hill
Today is your day to dream... Your day to shine... Your day to imagine the future
you will create! Happy Birthday
ACCEPTING AN INVITATION
How to Accept a Formal Invitation
In accepting a formal invitation, it is important to respond appropriately. An invite
to the wedding of your best friend's child, or the graduation ceremony of a family
member, for example, requires an acceptance letter that is both formal and
succinct. Of course, correct English grammar with perfect punctuation and spelling
is essential, and that is where you can rely on WhiteSmoke Writing Software to
correct your English writing. By offering a grammar checker, a spelling checker, a
thesaurus and a dictionary in a practical interface that integrates seamlessly with
your word processor, WhiteSmoke guarantees that your acceptance letter will mark
the occasion with style.

There are some important things to consider in the format of your acceptance
letter:
1.     Open with a thank you for the invitation, and your confirmation that you
will attend. This way, you provide the essential information first.
2.     Next, express your expectation that the event will be a successful and
joyous one.
3.     You may also ask for further clarification on any details, but do so in a
separate paragraph to make it absolutely clear you require a response.
4.     Sign the letter formally with 'Sincerely' or 'Yours Sincerely', and include
your full name, not only your first name.

MAILAM ENGINNERING COLLEGE Page 22

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

By following these simple tips for your acceptance letter, you are half way there.
Now you need to add the finishing touches by checking spelling and grammar, and
enriching your language with synonyms, adverbs and adjectives. WhiteSmoke
Writing Software is the most complete writing tool for this task.

Let's have a look at an example of 'bad' writing in an acceptance letter, and how
WhiteSmoke's grammar software and enrichment suggestions can turn it into a
great example of English writing that is suitable for the occasion:

SAMPLE LETTER:
Dear Mr. and Mrs. Whitehead,

Thank you for the invitation to the wedding of Janet and Roger. Mr. Wainwright and
I accept the invitation, but unfortunately Kate will not be able to attend.

We are looking forward to a beautiful and joyous celebration for the happy couple.

Please advise if there is a wedding gift registry.

Yours Sincerely,

Judith Wainwright

Accept an Invitation to a Business Appointment

Speaking with you and your staff will be a tremendous opportunity for me to
present our product line. I sincerely thank you for extending this offer and expect
to meet with you, as requested in your invitation, on Friday, May 9, at 3:00 p.m. in
your conference room.
I think you will find that our expanded line will give your clientele a much larger
selection of outdoor clothing than they have had in the past. I look forward to this
meeting and expect a long and rewarding association to follow.

MAILAM ENGINNERING COLLEGE Page 23

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

DECLINING AN INVITATION
Decline an Invitation Letter

When you are not able to accept the invitation, you need to decline reason for not
accepting the invitation and regret for the same.

SAMPLE LETTER

Thank you very much for your invitation to the [event name]. I regret to inform you
that I will not able to attend your event due to [decline reason]. However, I would
certainly try my best to attend on another occasion.

CONGRATULATION LETTER
Congratulations on your [Achievement. Example: promotion, getting a raise, new
degree, etc…]. You worked so hard for this and you have been deservedly
rewarded. This is a natural result to your outstanding efforts which were duly
recognized.
[Optional: We are fortunate to have someone like you in our team.] [We are/I am]
so proud of you and would like to wish you even more success in the future.
A letter of acceptance of invitation is brief in expectation of the personal meeting.
But that of regret is a little longer since it includes the reasons for regretting.
SAMPLE LETTER
Dear ………………,
It was nice of you to invite me to the wedding of Reshma with Rahul on 2nd
October, 201*. I wish I could attend the function and meet all of you personally,
but, regret that I will be out of India on that day.
Please convey our best wishes to the newly weds for a long and happy married life.
Congratulations to you.
Sincerely,
Your Name

MAILAM ENGINNERING COLLEGE Page 24

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

CONSOLING
Consoling refers to convincing a person if an unhappy event occurs.
The words we use to console a person should be very emotional, expressive and
relaxing.
SAMPLE LETTER
We receive the bad news of the death of your mother a week before due to illness.
I really feel sorry for that. But no one can replace the place of your mother for her
kindness and patience. Eventhough you have to tolerate her separation. Be bold
and face the future with strong courage. I pray God for her eternal peace.

Yours friendly,

QUESTION BANK
PART-A
1. What is communication?
2. What are the types of communication?
3. What is written communication?
4. What are the c’s of written communication?
5. What is journal writing? Nov-Dec 2013
6. What are the types of journals?
7. What is e-mail?
8. What is SMS?
9. What are the features of SMS? Nov-Dec 2103
10. What is a greeting card?
11. What are the types of greeting cards?
12. What is an acceptance letter for an invitation?
13. What is a declining letter for an invitation?
14. What is a consoling letter?
15. What is a congratulating letter?
PART B

MAILAM ENGINNERING COLLEGE Page 25

WRITTEN COMMUNICATION E. AARTHEESWARI MA, MBA, M.Phil.,

1. Write a journal note for a tour.

2. Explain the e-mail etiquette.
3. How a SMS can be framed and sent?
4. Write a greeting message to your teacher in a teacher’s day.
5. Draft an acceptance letter for a marriage invitation.
6. Write a decline letter for a birthday party.
7. How will you console your friend if she met with an accident? Write a
consoling letter?
8. Draft a letter to your brother who won a gold medal in state level football
match?

MAILAM ENGINNERING COLLEGE Page 26