INTRODUCTION

In written communication all messages are in writing. There are no gestures, facial
expressions, etc

Examples:
1. Informal note -this would be sent to close working colleagues
2. Letter – normally used for externally communication
3. Memorandum - is used for internal communication only
4. Forms – pre-printed forms used internally and externally, eg order forms, invoices etc
5. Notices – normally used to get information to large numbers of people in the
organisation. Often placed on notice boards for all to read.
6. Reports – these are more formal and give a full and accurate summary of a particular
topic of interest within the organisation
7. Press release - this aims to convey information about the organisation to the public
via the media, print or electronic.

Advantages of written communication

1. Can be studied to ensure correct interpretation (provides time for evaluation/analysis)
2. Capable of relaying detailed complex ideas
3. Disseminates information to dispersed receivers
4. Forms basis of contract and agreement
5. Interpret and clarify/reinforce oral communication
6. Messages can be received in absentia
7. Can be referred to at any time to appoint responsibilities
8. Leave records which may be consulted to refresh the memory (Provides written record and

evidence)

Written Communication…..1
Disadvantages
1. Instant feedback is not possible
2. Communication tends to be more formal and distant
3. Can cause interpretation problems & may take time to produce
4. Can be costly and expensive to produce
5. Once dispatched – difficult to modify the message
6. Not so convenient where there is need for urgency
7. Permanency can be a drawback – amending or canceling written instructions
when they become out of date is a formidable task, rarely done thoroughly.

All

1. BUSINESS LETTERS
Courses

A. INTRODUCTION

We all write business letters. Managers write them all the time. They may be in reply to
enquiries or acknowledging orders. We may be making claims or answering claims.
Maybe we may be asking for assistance. We may be making a complaint or answering a
complaint. Maybe we are asking about someone’s creditworthiness. Perhaps we are
trying to secure payment of an outstanding account. A letter may be a reply to a letter
received or it may be a letter that calls for a reply. Ask yourself if your letter a specific
reply to the questions asked? Will your reader know from your letter precisely what he
must reply to?

It is easily forgotten that a letter conveys to the recipient an impression of the writer’s
personality and of his and his firm’s business aptitude. A letter may be very well be the
first contact a business has with either you or your firm; make it as good as an
ambassador as you possibly can. There are five characteristics of a good letter namely

Written Communication…..2
1. Knowing what to say
2. clarity and precision
3. Style
4. Courtesy and
5. Appearance

You quite obviously cannot write a good letter unless you know exactly what you want
to say to your correspondent. The first essential therefore is to grasp all the necessary
facts and arrange them logically and systematically. Writing is like speaking, the
expression of your thoughts, and any confusion of ideas leads inevitably to confusion of
expression. If necessary, jot down your thoughts on a piece of paper or along the margins
of the letter you are answering. Each point in your notes will probably become a
paragraph in the letter itself. If you have to answer a number of questions, deal with
them one by one, and in the order given. Do not try to answer two questions with on
sentence and do not go back to a question once you have answered it. If you yourself are
asking questions separate them in the same way. Like any other form of communication
– think out what you have to say very carefully

Clarity & precision

1. Having made up your mind about what to say, say it clearly as possible.
2. Arrange the words and sentences so that they at once convey your exact meaning and
nothing else.
3. Choose your words and phrases carefully and use every word in its full and exact
sense. This means that you omit any word or phrase that is at all ambiguous. There
should be only one possible meaning, and this should be easily understood by the
reader.

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Make sure that your letter does not contain parts which are least needed for clearness of
presentation. Strike out all unnecessary words. Always eliminate the repetition of an
idea.

Style
Letters may be written in:

1. The first person singular form

Example: “I thank you for your order for ten suits and am asking that work on these
commence immediately.”

2. The first person plural form

Example: “We thank you for your order for ten suits and we are commencing work
on these commence immediately.”

3. Impersonal passive form

Example: “Your letter of ten suits has been received and work is commencing on
these immediately”

The first person singular is used by a senior executive of a company where he has
authority to bind it and where his opinions obviously matter. A junior member of staff
should use the plural where as the impersonal passive would be appropriate where the
subject being written is very formal.

· Avoid clumsy expressions

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 Instead of saying………. Say……………
We are prepared to offer We offer
Considerable period Long time
We are in agreement with. We agree
Owing to unforeseen circumstances Unexpectedly
We have to acknowledge receipt of We have received
Furnish all necessary particulars Give details
Terminate End
Acquaint Tell

· Avoid expressions replete with tautology such as

‘World-recognition by all’. World-wide mean by all
‘Surrounding circumstances’. The word circumstances means things that
surround
‘Continue to remain.’ Remain means to continue in place

· Avoid out-moded words such as ‘hereat’, ‘therewith’, ‘hereto’ ‘thereto’,’ herein’

they are pompous and stilted. You would never use them in ordinary
conversation so why use them in written communication?

Do not say ‘enclosed please find’. ‘We enclose’ or I enclose’ is shorter and simpler. Do
not say ‘enclosed herewith’. If an article is enclosed it must be herewith – and vice versa.

Avoid being flowery. ‘The favour of your immediate reply will oblige’ is a ridiculous
way of saying, ‘I shall be glad to hear you by return.’

Be careful about the use of the word ‘position’. Often it is used as mere padding. Do not
say ’The position regarding the supply of raw materials is deteriorating’ when you mean
simply ‘The supply of raw materials is deteriorating’.

Such phrases as ‘in relation to’, ‘in respect of’, with regard to’ can nearly always be
replaced by the simple words ‘about’, ‘for’ or ‘of’

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Punctuation is important in letter writing too, as it can completely change the meaning of
a phrase or sentence. Punctuation is subject to rules and cannot be done in a haphazard
way. If you write short crisp sentences you won’t have to worry so much punctuantion
anyhow.

Courtesy
As the saying goes, ‘politeness costs nothing except in a telegram’. While it is essential
to guard against servility in your correspondence a discourteous letter is probably more
detrimental than person discourtesy. The stigma of personal discourtesy attaches to the
particular person guilty and my well be forgotten in time. A discourteous letter, however,
reflects on the company as whole, and besides all the immediate damage it mint inflict
the written word always remains and cannot be denied at a later stage.

Appearance
A good business letter is clearly worth money. Every business letter should be pleasant
to read. In academic circles this should be achieved by a good, clear and neat
handwriting. Stationery for a business letters should be of a quality good enough to
indicate that the organisation does not need to stint money without being extravagant on
the other hand. Flashiness should be avoided in the headings.

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 When writing a letter always use the fully blocked layout
Name of Company
Company Address Company
Logo Logo

Website address: E-mail: Telephone: Fax:

Our Ref: PJD/ptc

Your Ref

18 November 2002

Mrs Ethel Wright

Managing Director
Chirango Manufacturers Pvt LTD
25 Willovale Road
LEEDS
LS4 8JT

Dear Mrs Wright

FULLY BLOCKED LETTER LAYOUT

This letter layout has become firmly established as the recommended way of setting out letters. Its main feature is that
all typing lines begin at the left-hand margin.

Open punctuation is usually adopted with this letter layout; that is to say no punctuation marks are necessary except in
Format
the body for a You
of the letter. business letterfor example, an absence of punctuation marks from the date, the inside address,
will notice,
the salutation and the complimentary close.

With equal spacing between all sections of the letter (one clear line space), most people agree that this layout is very
attractive and easy to type as well as business-like.

Yours sincerely

Writer’s
Signature

P T CHIRANGO
GENERAL MANAGER

Written Communication…..7
List of Directors
B. FORMAT FOR A BUSINESS LETTER

1. Letterhead
All letters should be written on a letter head. All examinations now require
students should to write/design letterheads in the examination. This stems from
the realization that whenever a company writes a business letter it has to be put on
a letter head in order for it to be considered authentic.

Every letterhead should include the following information:

i. Name of Company
ii. Physical and/or Postal Address of the Company
iii. Company Logo
iv. Company Telephone, Fax Number
v. Company E-mail Address &
vi. Company Website Address

The letter head must be colorfully designed depicting a professional image of the
company.

2. Reference
Many letterheads have ‘Our ref’ & Your ref’ printed on them. A reference will
normally include the initials of the writer in upper case and the typist in or lower
case. A file or department reference may also be included. The reference is
placed above the date.

Examples: GBD/ptc GBD/jb/Persa1

GBD/jb/526

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3. Date
This is the date on which the letter was written. It is usual to show the date in the
order day/month/year, and this is always typed in full. The date is placed above
the inside address.

Example 18 November 2002

4. Sender’s address
The inside name and address of the recipient should be typed on separate lines as
it would appear on an envelope. Care should be taken to address the recipient
exactly as they sign their letters. For example, a person signing as ‘James
Leighton’ would not be pleased to be addressed as ‘J Leighton’. If a person’s title
is known, it should be used in this section immediately after the name.

5. Salutation
This is the standard opening of a letter. The person named in the address should
be named here.
If the name is given use ‘Dear Mr/Mrs/Miss/Dr.etc.,
If a post is a name, then use Dear sir or Dear madam.
Never say Dear Sir/Madam.
If a company is named, then use ‘Dear Sirs’

6. Subject Line
This is a heading that gives the subject of the letter. It is essential to have this
heading. It should be typed in capitals and underlined. It could also be typed in
bold capitals. The subject line should always stand out from the letter. It is place
after the salutation

7. Body of the letter

This includes the following:
1. The opening paragraph that gives the subject of the letter

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 2. The middle paragraphs that develop the letter
3. The closing paragraph that summarises, stresses action and generates goodwill.

8. Complimentary Close
The complimentary close should be ‘Yours sincerely’ f someone has been named.
However, if ‘Dear Sir (s),’ or Dear Madam’ has been used, then the letter should
end with ‘Yours faithfully’

9. Signature
The sender should sign his/her name above the typed name.
After the complimentary Close, skip 5 clear lines for the signature.

10 Name of Sender
This gives the full name and surname of the sender, followed by the sender’s
position in the company. If the sender does not show otherwise, the reader will
assume that the sender is a man. It is very important that senders state how they
wish to be addressed. For example woman might wish to be addressed as Ms,
Miss or Mrs. Senders might have special titles such as ‘Dr’ or ‘Prof’. These
should be shown after the typed name.

11. Reference to items enclosed.

The term ‘Encl’ is used to show that another document is enclosed with the letter.
This could refer to several documents. It is useful as a record that other
documents have been sent.

12. List of Company Directors

Most letterheads show a list of company Directors in the footer of the page. Most
examination boardies now require students to also a list of directors in the footer

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 Name of Company
of the letter. The names of Directors must be written in very small print.
Address

Company Telephone Number

Logo Fax
E-mail

Website address

Reference Our Ref: AM/ptc/Pers

Your Ref:

Date 22 May 2002

Receiver’s Address Mr Adams Mapfumo (Title & Name in full)

Administration Manager (Job Title)
Compulink Pvt Ltd (Name of Company)
77 Angwa Street (Address in Full)
HARARE (city/town)
Zimbabwe (Country)

Salutation Dear Mr Mapfumo (Title & Surname Only)

Subject Line Order for Computers

Body of a letter Thank you for your letter of …

We are delighted to inform you that………….

Complimentary Close Yours sincerely or Yours faithfully

Writer’s
Signature Signature

Typed Name Mr Patson Chirango

Position in Company SALES MANAGER

Reference to items enclosed Enc (2)

List of Directors
Written Communication…..11
C. RULES FOR WRITING GOOD BUSINESS LETTERS
The body of a letter should contain the message you have to convey. It is important to
convey this message accurately, briefly and concisely in plain English. Plain writing
does not mean adopting a boring, dull style, but simply writing in an easy, natural way
without becoming long-winded or too familiar. The secret of good business letter writing
is to write in plain language as in one person is talking to another.

1. Write clearly and to the point

If you are quite clear about what you want to say in your letter, you should be able to say
it clearly and in a language your recipient will understand – as though you were having a
conversation with them. Keep your sentences short, and avoid over use of conjunctions
such as, ‘and’, ‘but’, ‘however’, these tend to make sentences too long.

2. Be Courteous & Considerate

Courtesy does not mean using old fashioned phrases such as’ ‘your kind enquiry’ your
valued custom etc. It means showing a consideration for your correspondent. Courtesy is
a quality that enables r request to be refused without killing all hope of future business or
allows a refusal to perform a favour to be made without killing a friendship.

Courtesy means replying promptly to all letters – answer letters on the same day they are
received, if possible. Courtesy means understanding and respecting the recipient’s point
of view and resisting the temptation to reply as if they were wrong. If you feel your
correspondent’s comments are unfair, try to respond tactfully without giving offence.
Try to resist the temptation to reply to a rude letter in the same tone. Instead answer
courteously without lowering your dignity.

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3. Adopt a tone suited occasion
For your letter to achieve its purpose, the tone must be correct as it reflects the spirit in
which you project your message. It is possible to convey any message. It is possible to
convey any message in a way that would not cause offence, even if it is a complaint or a
reply to such a letter. Ignoring the tone could result in a message that sounds aggressive,
tactless, rude, curt, sarcastic or offensive to your recipient.

Instead of saying …………. Say…………..

We cannot do anything about your problem Unfortunately, we are unable to help you on this occasion
This problem would not have happened if The problems will be resolved by connecting the wires in
You had connected the wires properly accordance with the instructions provided
Your television’s guarantee is up, so The guarantee for your television has expired so
you will have to pay for it to be fixed unfortunately you would have to pay the cost of any repairs

4. Write naturally and sincerely

Try to take genuine interest in the recipient and their problems. Your message should
sound sincere, while written in your own way. Write naturally as if you are having a
conversation

Instead of saying………. Say……………

I have pleasure in informing you…… I am pleased to tell you
We do not anticipate any increase in prices. We do not expect prices to rise
Please be good enough to advise us. Please inform us or Please let us know
Please layout us with a reply Please let us have your comments as soon as possible

5. Avoid wordiness
Business people today have many letters to read. They welcome the letter which is direct
and to the point.

Instead of saying………… Say………………

We would like to express our regret at being We are sorry we cannot meet your requirements.
unable to fulfill your requirement.
I am sorry to have to point out that we do not have We are presently out of stock of this item.
these goods in stock at the present moment in time
We are writing with reference to……….. We are writing about……….
We shall be in a position to……….. This information is needed for/to………
In the course of the next few weeks………. We shall be next few weeks……..
Payment of their account will be made by Chirango will pay their account next
Chirango next month

Written Communication…..13
6. Avoid commercial jargon
Do not use roundabout, old fashioned phrases that add nothing to the sense of your
message. They may have been used in business letters several decades ago, but they have
not place in today’s modern business language. A good business letter will use no more
words than are necessary to convey a clear and accurate message. It will also be free of
unnecessary long-winded jargon as shown in these examples.

Instead of ….. Say……..

The write wishes to acknowledge………..
We are in receipt of…………
We beg to acknowledge receipts of……… Thank you of your letter of
We beg to thank you for your letter of……..
The favour of your early reply will be appreciated.
Awaiting the favour of your early reply. Omit all these
Assuring you of your best attention at all times.
At your earliest convenience ………..……as soon as possible.
Enclosed please find……………… I/We enclose………………..
………………..only too pleased to …………..very glad to……………
Please be good enough to advise us please let us know
…………..under separate cover Separately (or by registered post, etc)
…………..your goodself You
……………take into consideration…….. Consider……………

7. Write simply & effectively

Plain, simple words will be more easily understood than long words. Single words
should be used instead of elaborate phrases.

Instead of Say
Communication Letter
Purchase Buy
Terminate End
Utilize Use
In the near future Soon
At the present time Now/at present
Come to the decision Decide

Written Communication…..14
D. STRUCTURING THE BODY OF A LETTER
When writing a business letter it must be very short and precise. When replying to a
letter, it is useful to underscore or highlight each part of the letter that asks for
information or which requires comment. Then arrange your reply in a relevant order
planning which point you will mention first, second, etc. As a general rule the body of a
letter should flow logically from the beginning to the end. The following four point plan
might be useful in mastering this technique

1. Opening or Introduction
This should:
1. Tell the reader immediately what the letter is about
2. Summarise key points
3. Establish goodwill through its tone
4. The opening paragraph should be written with short sentences and a simple
vocabulary.
5. It should be written to give the reader a good first impression.

If responding to a previous communication the first paragraph will acknowledge any

previous correspondence or provide an introduction to the matter being discussed.

Examples
1. Thank you for your letter of ………….
2. Further to your letter of ………………………
3. With reference to your of …………………………
4. Following our telephone conversation this morning I am delighted to inform you
that……….
5. We wish to hold our annual conference at your hotel on Wednesday 18 November.
6. A colleague recommended that I should contact you regarding…………………..
7. We have received your order number………….
8. The above consignment was received by us today…………..

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NB….If you begin your letter with, ‘Further to you letter of ……………..’ or ‘With
reference to ………. do not forget such expressions need to be followed by a comma and
continued, otherwise the sentences will be incomplete

Never apologise in the first paragraph please!!

2. Middle Paragraphs
After the introduction your second should preferably begin as follows
We are pleased to inform that………………
We are delighted ………….

This section will be the main part of the letter. This is where you give all the information
which has been requested or which the recipient needs to know. Alternatively, you could
be requesting information advice. All the facts should be stated in this central section,
arranged logically in separate paragraphs where appropriate.

After all the details have been provided, it is logical to state the response required from
the recipient, or what action you wish them to take. Alternatively, you may state what
action you will take as a result.

Examples
1. If payment is not made within seven days, we will have no alternative but to place this
matter in the hands of our solicitor
2. Please complete the enclosed reply form and return it to us immediately for a full
colour catalogue and price list
3. Please let us know the costs involved, and also send us some specimen menus

Middle paragraphs should:

1. Be short and written in a clear and simple style
2. Be very well set out using a range of techniques such as headings and lists to
make them as readable as possible
3. Have short sentences

Written Communication…..16
 4. The middle paragraphs should develop the letter logically, giving the necessary
facts.

4. Final Paragraph (Closure)

This is a very important paragraph. It should

1. Be written clearly and simply
2. Be written with effective tone to generate goodwill
3. State what the reader should do next
4. State what the writer will do next
5. Leave a good final impression
A simple one-line close will usually be that that is required finish off your letter.

Examples
1. I look forward to hearing from you soon
2. a prompt reply would be appreciated
3. we apologise again for any inconvenience
4. If you require any further information, please let me know.

Avoid the closing with a sentence, which begins with a participle,

for instance, ‘Thanking you in anticipation’ or ‘Looking forward to hearing from you’.
Such expressions are not full sentences and should not be used in modern business letter
writing. (See table below)

Instead of saying ……… Say………

Hoping to hear from you soon I/We hope to hear from you soon
Trusting this information meets with your I trust this information meets with your
requirements requirements
Looking forward to our next meeting I look forward to our next meeting

Written Communication…..17
Every business letter should adopt a diamond shape as indicated
below

Key
Points

More &
more detail

Goodwill
Action/
Summary
Close

Example of a well structured letter (See next page)

Written Communication…..18
 Institute of Secretaries
Wilson House
West Street
LONDON
Company SW1 2AK
Logo
Tel: 081 987 2432
Fax: 081 987 2556

Website address: www//http://inst.co.za. E-mail: Secretaries@Institute.co.org

Our ref JT/SAT/ptc

18 November 2002

Mrs Janice L Price

The Adminstration Manager
15 Knight Road
Manchester
M2 9GJ

Dear Mrs Price

SECRETARIES’ CONFERENCE

I have pleasure in inviting you to attend our special conference to

be held at the Clifton Hotel on 8/9 October. (Opening)
This is an intensive, practical conference for professional secretaries, with
the aim of increasing their managerial and office productivity, and bringing (Follow-up)
them up-to-date with the latest technology and techniques.

The seminar is power-packed with a distinguished panel of professional speakers,

Format for a business letter
giving expert advice on many useful topics. A detailed programme is enclosed (Details)
giving full information on this not be missed conference

If you to decide to join us, please complete the enclosed registration form
and return it to me before 30 June with you fee of $50 per person. (Action)

I am sure you will not want to miss this opportunity of attending our conference, (Close)
and look forward to meeting you there.

Yours sincerely
Institute of Secretaries

Writer’s
Signature

Mrs Margie Choto

CONFERENCE SECRETARY

Enc
Written Communication…..
List of Directors
19
II. TYPES OF LETTERS
1. ENQUIRY LETTERS
These letters are written when one is asking for information about goods or services
offered by the supplier.. When asked to write one you must observe the following
procedures:

1. State clearly and concisely what you want - general information, a catalogue,
price list, sample quotation etc
2. If there is a limit to the price at which you are prepared to buy, do not mention
this, otherwise the supplier may raise the quotation to the limit you mention
3. Most suppliers state their terms of payment when replying, so there is no need for
you to ask for them unless you are seeking special rates.
4. Keep your enquiry brief and concise.

Enquiries mean potential business, so they must be acknowledged promptly. If it is from

an established customer, say how much you appreciate it. If it is from a prospective
customer, say you are glad to receive it and express the hope of a lasting and friendly
relationship

FORMAT FOR A LETTER OF ENQUIRY

Subject line
This clearly announces the subject

First Paragraph
Start with a clear statement on what you have written the letter. State

Written Communication…..20
1. What you want
2. Who wants it
3. Why it is wanted
Do not apologise at the beginning

Middle paragraphs
This part should give exact details, preferably in a list

Final Paragraph
Generate goodwill by thanking the reader and reinforcing the action asked at the
beginning

USEFUL EXPRESSIONS

Requests
1. We are interested in ………………and should be pleased if you would send
us…………..
2. We have received and enquiry for……………and should be grateful if you would
send us………..
3. We have seen your advertisement in ……………………….
4. I understand you are manufacturers of…………………….. and should like to receive
your current catalogue.

Closes
1. An early reply would be appreciated
2. When replying, please include delivery details
3. Please also state whether you could supply the goods from stock, as we need them
urgently
4. If you can supply suitable goods, we may place regular orders for large quantities

Written Communication…..21
REPLIES TO LETTERS OF ENQUIRY & REQUEST
These replies should be specific. They should answer each item so that the reader can
use answers to make a decision. Writers should also try to generate goodwill because
these letters could result in business for their company. The plan for the letters should
also be as follows:

Subject Line
This should clearly announce the subject

First Paragraph
1. Thank the enquirer for her/his letter
2. Restate the request to show that you have understood the inquiry
3. Use the paragraph to generate goodwill

Middle of the letter

1. Give exact answers, point-by-point.
2. If you are enclosing price lists or any other messages, refer to them
3. If you cannot meet with any request, say so and express regret. Always try to be as
helpful as possible. Say why you cannot give all the information

Final Paragraph
Invite the write to respond for any help or information he may need
Use this paragraph to generate goodwill

Written Communication…..22
USEFUL EXPRESSIONS

Replies to Requests
Openings
1. Thank you for letter of…………………….. As requested we enclose……………..
2. In reply to your letter of ………we are sending by separate post……………
3. I am pleased to learn from your letter of……………that you are interested in
our……………
4. We were pleased to receive your enquiry of……………..for …………..

Closes
1. We look forward to receiving a trial order from you soon
2. We shall be pleased to send you any further information you may need
3. I hope the samples reach you safely and look forward to receiving your order
4. Ay order you may place with us will have prompt attention.

2. QUOTATION LETTERS
A quotation is a promise to supply goods on terms stated. A satisfactory quotation
includes the following:

1. An expression of thanks for the enquiry

2. Details of prices, discounts and terms of payment
3. Clear indication of what the prices cover, for example, packing, carriage, insurance
etc
4. An undertaking as to date of delivery
5. The period for which the quotation is valid
6. An expression of hop that the quotation will be accepted

Requests for quotations.

This request complies with the requirement of a satisfactory letter of enquiry

1. It states clearly and concisely what is required
2. It explains what the paper is for, and thus helps the supplier to quote for paper of the
right quality

Written Communication…..23
3. It state the amount required, which is important because of the effect of quantity upon
price
4. It states when delivery is required, an important condition in any contract of purchase
of goods
5. It states what the price is to cover, in this case delivery at our works

Tabulated Quotations

Many quotations are either tabulated or prepare on special forms. Such tabulated
quotations are
· Clear, since information is presented in a form which is readily understood
· Complete, since essential information is unlikely to be omitted

Tabulated quotations are particularly suitable where there are many items. Like
quotations on specially prepared forms they should be sent with a covering letter
which…….

1. Express thanks for the enquiry

2. Makes favorable comment on the goods themselves
3. Draws attention to other products likely to interest the buyer
4. Express hope of receiving the order

Such treatment creates a favourable impression and helps to build goodwill.

Quotations not accepted

When a buyer rejects a quotation or other offer, it is courteous to write an thank the
supplier for their trouble and explain the reason for rejection. The letter of rejection
should:

1. Thank the supplier for their offer

2. Express regret at inability to accept
3. State reasons for non-acceptance

Written Communication…..24
4. If appropriate, make a counter offer
5. Suggest that there may be other opportunities to do business together.

USEFUL EXPRESSIONS

Requests for quotations

1. Please quote for the supply of…………………..
2. Please send me a quotation for the supply of………..
3. We wish to have the following work carried out and should be glad if you would
submit an estimate

Closes
1. As the matter is urgent we should like this information by the end of this we expect to
place a large order.
2. If your prices compare favourably with those of other suppliers, we shall send you an
early order

Replies to requests for quotations

Openings

1. Thank you for your letter of…………………………..

2. We thank you for your enquiry of…………and are pleased to quote as follows.
3. With reference to your enquiry of………….we shall be glad to supply…………….at
the price of………
4. We are sorry to learn that you fins our quotation of………………….too high.

Closes

1. We trust you will find our quotation satisfactory and look forward to receiving your
order.
2. We shall be pleased to received your order, which will have our prompt and careful
attention
3. As the prices quoted are exceptionally low and likely to rise, we would advise you to
place our order without delay.
4. As our stocks of these goods are limited, we suggest you place an order immediately

Written Communication…..25
3. ORDER LETTERS
Most company may use official printed order forms. These forms have many advantages
including that they have printed heading s which help ensure that no information will be
omitted. However, some companies in general and small companies in particular may
not used printed forms but instead place orders in the form of a letter. When asked to
place an order by letter, accuracy and clarity must be ensured at all costs. The following
information must also be included in any order letter
1. An accurate and full description of goods required
2. Catalogue numbers
3. Quantities
4. Prices
5. Delivery requirements (place, date, mode of transport, whether the order will be
carriage paid or carriage forward etc and
6. Terms of payment agreed in preliminary negotiations

Routine Orders- these may be short and formal, but they must include essential details
describing the goods, as well as delivery and terms of payment. Where two or more
items are included on an order, they should be listed separately for case of reference

USEFUL EXPRESSIONS

Placing Orders
Openings
1. Thank you for quotation of ……………..
2. we have received your quotation of……….and enclose our official order form.
3. Please supply the following items as quickly as possible and charge to our account

Closes
1. Prompt delivery would be appreciated as the goods are needed urgently
2. Please acknowledge receipt of this order and confirm that you will be able to deliver
by………..
3. we hope to receive your advice of delivery by return of post.

Written Communication…..26
Acknowledging Orders

Openings
1. Thank you for your order of…………
2. We thank you for your order number …………and will dispatch the goods
by………….
3. We are sorry to inform you that the goods ordered on ……………….cannot be
supplied

Closes
1. We hope the goods reach you safely and that you will be pleased with them.
2. We hope you will find the goods satisfactory, and look forward to receiving your
further orders
3. We are pleased to inform you that these goods have been dispatched today (will be
dispatched in …………./are now awaiting collection at………..)

4. COMPLAINT LETTERS
These letters are written because people wish to get action. They have a problem that
needs to be solved, or a complaint that they wish to express. They may be angry, but
they should remember that their main purpose is to get action. They should, therefore, be
tactful. They should avoid accusations, sarcasm or other highly emotive language

Complaints may be made because:

1. The wrong goods have been sent
2. Poor service has been received
3. The quality of the goods is not satisfactory
4. Goods have been delivered damaged or late
5. Process charged are not as agreed

When making a complaint or writing a letter of same the following points must be
considered.
1. Do not assume that the supplier is automatically to blame; there may be a perfectly
good defence
2. Confine your complaint to a statement of the facts, followed by either an enquiry as to
what the supplier proposes to d about it, or a suggestion of how the matter can be
rectified.

Written Communication…..27
3. Avoid rudeness; this would create ill-feeling and cause the supplier to be unwilling to
resolve matters

FORMAT

Subject line
This should state the facts of the complaint

First paragraph
A friendly opening that established a good relationship

Middle paragraphs
1. A statement of the problem
2. Full details of the problem to help the reader take action

Final paragraphs
1. a motivation to the reader to take the desired action
2. a statement of what the writer considers to be fair action

5. LETTERS OF ADJUSTMENT
A Letter of adjustment is a reply to a letter of complaint. This letter should be written to
generate as much goodwill as possible. When receiving a complaint or a letter of
complaint from a client or when asked to make a reply to a letter of complain in the
examination the following points must be considered:

1. It is often said that the customer is always right. This may not always be the case, but
it is sound practice to assume that he may be right.
2. Acknowledge a complaint promptly. If you are unable to reply fully, explain that is
being investigated and a full reply will be sent later.
3. If the complaint is unreasonable, point this out politely in a way that will not offend.
4. If you are to blame, admit it readily, express regret and promise to put matter right.
5. never blame any of your staff; in the end you are responsible for their actions
6. thank the customer for informing you about the matter

Written Communication…..28
FORMAT

Subject Line
This should refer to exactly to the details of the complaint

Opening paragraph
This should thank the writer for calling attention to the problem
It should express concern for the problem

Middle Paragraphs
The reader should be told exactly what steps will be taken to solve the problem
If the reader has to take certain steps as well, then these should be explained

Final Paragraph
The write should again express concern
The writer closes by expressing goodwill and a desire to continue offering a service.

USEFUL EXPRESSIONS

Openings
1. The goods we ordered from you on……have not yet been delivered.
2. Delivery of the goods ordered on …….is now considerably overdue
3. We regret having to report that we have not yet received the goods ordered on
…………
4. We regret to report that one of the cases of your consignment was badly damaged
when delivered on……..
5. When we examined the goods dispatched by you on…we found that……………
6. We have received a number of complaints from several customers regarding the
…………….supplied by you on………

Closes
1. Please look into this matter at once and let us know the reason for this delay.
2. We hope to hear from you soon that the goods will be sent immediately
3. We feel there must be some explanation for this delay and await your prompt reply
4. We hope to learn that you are prepared to make some allowance in the circumstances

Written Communication…..29
Replies to complaints

Openings
1. We are concerned to learn from your letter of….. that the goods sent under your order
number ………..did not reach you until…………..
2. We are sorry that you have experienced delays in the delivery of……………
3. We note with regret that you are not satisfied with the goods supplied to your order
of……………..
4. Thank you for your letter of……….which has given us the opportunity to rectify a
most unfortunate mistake.
5. We wish to apologise for the unfortunate mistake pointed out in your letter

Closes
1. We assure you that we are doing all we can to speed delivery and offer out apologies
for the inconvenience this delay is causing you.
2. We hope you will be satisfied with the arrangement we have made, and apologise for
the inconvenience caused
3. We trust these arrangements will be satisfactory and look forward to receiving your
future orders.
4. We regret the inconvenience which has been caused in this matter.
5. We apologise once again for the unfortunate mistake and can assure you that a similar
incident will not occur again.

5. COLLECTION LETTERS
These are letter that try to ‘collect’ outstanding debts. They must be written on a
letterhead. They are also known as reminder letters. There is the first, second and third
or final reminder.

See examples below

Written Communication…..30
 Chirango Hardware (Pvt) LTD
23 Willovale Drive
Company HARARE
Logo
Tel: 081 987 2432
Fax: 081 987
2556

Website address: www//http://inst.co.za. E-mail: Secretaries@Institute.co.org

Our ref JT/SAT/ptc

Your ref

18 November 2002

Mrs Janice L Price

58 Sinjalo Street
New Gada
EPWORTH

Dear Mr Foromani

YOUR OVERDUE ACCOUNT NUMBER 189967 – 345421

According to our records your account is three months in arrears. Since our credit policy is that accounts should
be paid within three days of statements, we respectfully ask you to settle the overdue account of $19 000.

If you have any query about your account, please telephone me so that I may help you. We value your custom
and would like to be able to extend credit facilities to you in the future, but we regret that we do this only id your
account is in good standing

Yours sincerely
Chirango Hardware (Pvt) LTD

Writer’s
Signature

Mrs Margie Choto

CREDIT MANAGER

List of Directors

Written Communication…..31
Second Reminder

Dear Mr Foromani

URGENT REQUEST TO SETTLE ACCOUNT NUMBER 189967 – 345421

Last month I wrote to you about your overdue account. As yet we have received no reply or payment. Your
account is now 4 months in arrears. The outstanding amount is $19 500.

If you are experiencing difficulties and wish to discuss the matter with me, please do not hesitate to do so.
I look forward to speaking to you or receiving your payment within 14 days

Yours sincerely

Final Reminder

Dear Mr Foromani

NOTICE OF DEBT COLLECTION PROCEDURE ACCOUNT NUMBER 189967 – 345421

Despite previous reminders and offers of help we have not heard from you about your account, which is
now 5 months in arrears. According to our records, the amount of $20 000 is overdue.

We now reluctantly inform you that unless your account is settled within 7 days of the date of this letter, it
will be handed over to a debt collection agency. Such a procedure will cost you more money and wll
prevent you from obtaining credit facilities at a wide range of business houses.

We hope that this procedure will not be necessary and that you will send us your payment NOW.

Yours sincerely

6. LETTERS TO THE PRESS

IMM
IAC

Letters the press are set out differently from other letters. The address of the sender
appears after the letter, a does the date. Although an Editor may pulblish a letter with a
nom de plume (pseudonym),he will not publish as letter unless the writer’s name and
address are provided.

(See next page for the format)

Written Communication…..32
Format for a letter to the Press

The Editor
The Herald
P O Box 396
HARARE

Dear Editor

Subject
Writer’s
Signature Body
of the
letter

Yours faithfully

Writer’s
Signature

Writer’s Name/ nom de plume/pseudonym

Writer’s actual name & surname

Writer’s Address

Date

Written Communication…..33
7. CIRCULAR LETTERS
Circular letters are used to send the same information to a number of people. They are
extensively used in sale campaigns and for announcing important developments in
business. Their main purpose is to give information, for example, change of address,
extension of premises, introduction o new lines of business, opening of a new branch, etc.
A circular letter is prepare once only and may be duplicated for distribution to the various
recipients. Names, addresses and individual salutation may be inserted after duplication
in order to personalize the letter.

Although a circulars are being sent to many people, it is important to suggest an interest
in the recipients by giving them a personal touch

Circulars must be clear and accurate. A circular letter should be brief. If it is long it will
probably not be read; if it short, it will in most cases at least be read. It is essential
therefore, to word a circular in such away that the reader’s attention is held from the
beginning.

Circulars take a variety of forms. Remember that a circular letter may be written as
memoranda addressed ‘TO: All Staff. They may also be sent out to customers or
suppliers as letters. They differ from normal memoranda and letters because they contain
general information. They are designed to give a wide variety of people the same
message.

When writing a circular the following rules must be remembered:

1. Be brief – people will not read a long winded circular
2. Make the letters as personal as possible by addressing each letter to a particular
person, by name if you know it. Us Dear Mr Smith instead of Dear Reader, Dear

Written Communication…..34
 Subscriber or Dear Customer instead of Dear Sir or Madam. Never use the plural
form of the salutation – remember, one recipient will read each individual letter.
3. Create the impression of personal interest by using you, never our customers, all
customers, our clients, everyone, etc.

Instead of Say
Our customers will appreciate………… You will appreciate…………..
We are pleased to inform all our We are please to inform you………….
clients……
Everyone will be interested to learn…….. You will be interested to learn…………
Anyone visiting our new showroom will If you visit our new showroom you will
see……… see…………

FORMAT FOR A CIRCULAR LETTER

Salutation

Memo To: All Staff

Letter Dear Customer, Dear Supplier etc

Subject Line
This should be very specific. It should announce the subject immediately.

Opening Paragraph
Should give the reader an overview of the message

Middle paragraphs
Should very well set out with high readability. The facts should be highly organised.

Final Paragraph
This should:
1. Summarise key points
2. Stress action
3. Express goodwill

Dear Customer

MOVE TO 7 THIRD CASTLETOWN

Written Communication…..35
We are moving! Out present shop is too small to meet our customers’ needs. We therefore decided to move to 7 Third
Street on 1 December 2002. This well-designed shop in a developing area will enable us to meet all your needs. We
will be offering you:

§ Plenty of parking
§ Twice the floor-space
§ A full display of all our goods
§ Complete customer service

Move with us to 7 Third Street. We offer the best service in town

Yours sincerely

8. INVITATION LETTERS
Many organisations hold special functions to publicise a certain even such as the opening
of a new branch office, the introduction of new goods or services, or the retirement of a
senior executive. As secretary you will be expected to know how to prepare and reply
invitations to such functions.

These invitations state

1. Who is holding the function
2. Venue, day, date, time of function
3. The dress (where relevant)
4. An address & telephone number for responding

There are two types of invitations, namely formal and informal invitations.

Formal Invitations

These are typed on A5 or A6 paper.

Written Communication…..36
 THE DIRECTORS OF

Chirango Enterprises Pvt Ltd

Request the pleasure of the company of

……………………………………………………………………….

At their Bi-Centenary Celebrations

to be held at

Indaba Room
Crown Plaza Monomotapa Hotel;
Julius Nyerere Way
Harare

At 7 30 pm for 8:00 pm

On Monday 18 November 2002

RSVP
The Organising Secretary
Chirango Enterprises Pvt Ltd
18 Willovale Road
Willovale
HARARE

The acceptance or refusal of a formal invitation is prepared in a similar way, ie formal.

However, there is no need for the use of a dotted line for the insertion of the na,e. it is
courteous to give reason if an invitation if refused

Mr Likhwa
Thanks the Directors of Chirango Enterprises Pvt Ltd
For their kind invitation to their

At their Bi-Centenary Celebrations

to be held at

Indaba Room
Crown Plaza Monomotapa Hotel;
Julius Nyerere Way
Harare

At 7 30 pm for 8:00 pm

On Monday 18 November 2002

And has great pleasure in accepting

33 Chinotimba Road
Chinotimba
Victoria Falls

Written Communication…..37
2. MEMORANDA All
Courses

INTRODUCTION
Memoranda are messages written inside organisation. They are organized like letters, but
vary a great deal in formality. They may also be set out as reports with numbered
headings. Memos are used to overcome the problem of distance within a company and
are used for getting information passed around up and down within it. They are one way
for communicating decisions, instructions and policy and unlike the telephone they create
a permanent record. Some companies use different coloured paper to denote the origin of
a memo

Memoranda usually lack some of the frills we associate with letter as they are written
under urgent conditions and one is not as conscious of the impression being made. They
should nevertheless be written with care and should contain only one basic point.
Normally you should begin with a brief background explanation of the problem or
situation using just one or two sentences to do so. Then go on to the message itself.
Memoranda should always be short and never more than two or three paragraphs.
Consciousness is the hallmark of any good memo.

Memoranda are used

1. to communicate the same information to a group of people who have to attend a
meeting
2. to inform people about company policies
3. to confirm points made in a conversation or meeting
4. to confirm decisions or agreements
5. to keep people informed of events in the company
6. to contact staff who are difficult to reach by other means

Written Communication…..38
FORMAT FOR A MEMORANDUM
The format of a memorandum is totally different from that of a letter. Many companies
have standard printed memo forms.

NAME OF COMPANY

MEMORANDUM

TO Name or Job title of receiver

FROM Name or Job Title of sender

REF See Page 6

DATE Today’s date

Subject (as in letters) .

Body

of

memo

Writer’s
Signature

NB: Signature ONLY please. No complimentary close. No job title

Written Communication…..39
Introduction
A memo is a document to remind and because of this the introduction of a memo should
save as a reminder of what you intend to write about. It should provide background
information leading to the purpose of writing the memo. It should highlight the purpose
of the memo.

Normally you should begin with a brief background explanation of the problem or
situation using just one or two sentences to do so. Then go on to the message itself

Body - this should provide details of the memo. If the memo is presenting
several facts they can be presented in point form for high readability. Information can
also be presented in the form of a table.

Conclusion - State what you want to expect the reader to do and what you also
intend to do

Close End a memo with a sentence. For example - :I hope you will cooperate

3. FACSIMILE For Info

Only

Facsimile transfer is a means of transferring and receiving images (maps,

drawings, and pictures as well as print and handwriting) and can therefore
be used to send exact copies of documents.

A facsimile transmission sends images of documents via radio waves or

telephone lines. The images are stored digitally in the memory of the
computer. Images can be sent and received via modems. The computer's
graphics or laser printer is used for the final printout.
A fax machine usually offers various functions combined in one machine: a
printer, scanner, telephone and copier. Facsimile is a service whereby
photographs, diagrams, building plans, letters of A4 size can be fed into a
special machine and a copy of each is immediately transmitted t another
machine. The receiving machine can be somewhere in Zimbabwe or
abroad. These machines use telephone to transmit their messages and they
produce a replica of the document sent.

Written Communication…..40
 FAX TRANSMISSION HEADER SHEET
The Lualaba Tree & Plant Supply Company
69 Cabinda Road Company
KISHANSA Logo
Zaire

Tel: 23 359089 E-mail: Lualaba@Yahoo.co.org Fax: 23 359799

TO Name or Job title of receiver

COMPANY Name or of receiver’s company

FAX NUMBER Receiver’s fax number

FROM Name or Job title of sender

REF as in letters (see page 7)

DATE Today’s date

NO OF PAGES: (Including header sheet): Indicate the number of pages

Subject (as in letters) .

Body

of

Fax

Writer’s
Signature

Written Communication…..41
 A MUST

4. REPORTS FOR CIS!!

I. INTRODUCTION
A report is an accurate, detailed, factual record of some event or situation.
It may be the record of an examination of some problem, and it would set out the relevant
information, research, findings and conclusion to be drawn.

According to the Oxford English Dictionary, a report is a formal statement of the results
of an investigation or of any matter on which definite information is required, made by
some person or body instructed or required to do so. The purpose of most reports is to
enable the executive authority, whatever it may be, to take some decisive action
regarding the matter under review.

II. TYPES OF REPORTS

There are two types of reports namely formal and informal reports.

A. FORMAL REPORTS
A formal report is also known as a Schematic Report . It is written under specific
headings. They follow a prescribed scheme, hence the name schematic. A formal report
is easy to read and interpret because information is well grouped and presented in point
form for easy readability.

Format for a formal report

A schematic report is written under the following specific headings.
1 Name of the organisation
2 Title
3. Terms of reference
4. Procedure
5. Findings
6. Conclusions
7. Recommendation

Written Communication…..42
Title
This is a brief statement of the subject of the report. Your title must identify the report. It
Should be written in capital letters. It always begins as “REPORT ON…. ………….”

Terms of Reference
Terms of reference are instructions given to the writer/report compiler by her superior.
Terms of reference define the following;
1. aim/purpose of the report
2. nature of data/information needed.
3. person who requested for the report
4. when the report was requested
5. when report is to be submitted
6. whether recommendations are needed or not.
It is common practice that when writing a report you would have been instructed by your
boss/supervisor to investigate a certain problem and to report on your findings and
recommendations by a certain date. In your Terms of Reference you will state the date
on which you where requested to compile the report, nature of the problem to be
investigated, the name or job title of the person who instructed you to write the report.

Procedure (methodology)
This is the method used to gather the required data. Here you outline briefly what you
did in connection with the gathering of the required information.
This is a crucial element of your report as it reveals the depth of your research and the
value of your results. The methods used in collecting the data about the problem must be
listed in point form. Each point should clearly state who was interviewed, observed etc.
Information may be gathered through interviews (orally or through questionnaires),
observations (covert or overt), suggestion boxes, meetings , questionnaires, direct
participations etc. These are examples of what is known as primary/field research) You
may gather the required data from journals, books, magazines or various other records

Written Communication…..43
including reports which where written by other researchers before. These are examples
of secondary/field research tools

Findings
Findings are gathered facts and constitute the main part of your report. These are the
results of your investigation. Here you write a clear, concise account of what you found,
giving each point you wish to make its own paragraph. If you have several points
number them clearly under separate sub-headings.

Conclusions
An assessment/evaluation of the findings. Conclusions are derived from the findings.
They are an evaluation of gathered facts. Conclusions will naturally depend upon what
you have in your 'Findings' paragraphs. Please do not introduce anything new at this
stage

Recommendations
These are your suggestions. Here you write what you think should be done in order to
solve the problem. Recommendations will depend upon what you have written in your
'Findings' and Conclusions. They should be presented in the same order as findings and
conclusions.
Please do not introduce anything new at this stage.

Example of a Formal/Schematic Report

The staff of Olivine Industries Pvt Ltd has shown considerable dissatisfaction with the
canteen facilities supplied, and the management is considering alterations and
improvements in the canteen. You have been instructed to investigate these complaints,
which concern the food supplied, the service, and the seating accommodation.
Write a report, giving your findings, and the conclusions you come to. Any
recommendations you may include will be considered by the Management

Answer

See next page

Written Communication…..44
 OLIVINE INDUSTRIES (Pvt) LTD

REPORT ON OLIVINE INDUSTRIES (Pvt) Ltd CANTEEN

A. TERMS OF REFERENCE
On 6 August as instructed by he General Manager, a review of the complaints made by the staff of
Olivine Industries Pvt Ltd about the canteen facilities provided by the firm, was undertaken to
determine the causes of the complaints, and to make appropriate recommendations.

B. PROCEDURE
1. Between Tuesday, 12 August and Thursday, 26 August daily observations were made of
the provision of food and the organisations of midday meals in the canteen.
2. Various staff members had lunch in the canteen on unscheduled days, thus ensuring that
not special meals were served during the course of the investigations. The food was
examined for quantity served. These staff member were interviewed afterwards.
3. In addition, with co-operations of the personnel manger, a cross section of the staff of both
the administration department and the workshops, was interviewed.
4. A daily record was kept of observations, with comments.

C. FINDINGS
1. (a) The quality of the food provided was, without exceptions satisfactory, and a certain
amount of variation was made each day in the menu.
(b) The quantity of food served tot he staff was the same for the ladies of the administration
block and the workshop crews; the amounts served tot he latter were, by comparison,
inadequate.
(c) The amount of meat served with each portion was small, for example only 4 or 5 cubes
of beef in a portion of stew, or 50g of steak of chop.

2. The organisation of the distribution of lunches was unsatisfactory and the services generally poor.
(a) Two queues of some length formed at the lunch counter. These were attended to by two
young women, one of whom was constantly interrupted by argument with the men about
the size of the portions served.
(b) Staff members towards ends of the queues were obliged to wait for as long as twenty
minutes before they were served their lunch.
(c) The slowness of the lunch service was further aggravated by either of the two young
women breaking off from time to time to sell cigarettes and packaged sandwiches.

3. Seating accommodation proved inadequate.

(a) The canteen measures approximately 151/2 metres by 8 metres, but a large number of
small tables crammed together hinders not only free passage between them, but the
placing of enough chairs at these tables too accommodate the staff.
(b) When the ladies from the administration department were late in arriving in the canteen,
the chair were occupied by workshop personnel whose overalls tended to leave grease and
workshop dust on the seats they had occupied.
(c) A special not was made of the ladies' complaints:
(i) that this grease and dirt ruined their dresses.
(ii) that the smell of oil and sweat emanating from the men's overalls was extremely
unpleasant.

Continued

Written Communication…..45
D CONCLUSIONS

1. FOOD Although the meals were well cooked and palatable the portions served to the
men, in particular, were quite inadequate.

2. SERVICE Unduly slow service caused much of the food supplied to be wasted: hot
lunches were cold before they could be eaten.

3. SEATING While the floor areas of the canteen was sufficient for the needs of staff, the
presence of too many tables and too few chairs presented a cramped
appearance and caused many of the men to eat their lunch while standing
against the walls.

E. RECOMMENDATIONS

FOOD
(a) It is suggested that, since the price of meat is very high at present, sugar beans be added to
the menu, for these are filling and nutritious.
(b) The size of the helpings should be increased, and the portions for the workshops crews
should be appreciably larger than those intended for the ladies of the administration.
(c) Whole-wheat bread instead of white is recommended for the sandwiches, since this is
more nutritious.

SERVICE
The canteen staff should be augmented by at least two or more assistants.
(a) The organisation of the duties needs to be more practical.
(b) It is suggested that one young woman should be detailed for the sale of cigarettes and
sandwiches, and one for the serving of cold lunches, leaving the remaining two to
distribute, undisturbed, hot lunches

SEATING
(a) The small tables, which seat only 4, should be replaces by tables capable of seating 6, and
sufficient chairs should be supplied to enable this to be done. This will give more floor
space, making freer movement between the tables possible.
(b) It is also strongly recommended that lunch-times should be staggered so that
administration staff and workshop staff do not share the same room at the same time.
(c) If the administrative staff were to have lunch at the first sitting this would solve the
problem of dirty chair seat, for these could be washed down when the canteen is
cleaned, after the lunch hour

Report Compiled by:

Writer’s
Signature

Mrs Nettie Chirongoma

ADMINISTRATIVE ASSISTANT

02 September 2002

PTC/nc/Pers273/9

Written Communication…..46
Example 2

Chirango Academy (Pvt) Ltd

REPORT ON NEW ORGANISATIONAL STRUCTURE FOR CHIRANGO ACADEMY

1. TERMS OF REFERENCE

The Manager Director has asked each of the Managers to propose what kind of
organisational structures Chirango Academy needs to meet the rapid growth in the
computer games and adult games departments

2. PROCEDURE

2.1 The existing functional line structure of CHIRANGO ACADEMY was studied
according to an analysis of strengths, weaknesses, opportunities, and threats
(SWOT analysis)

2.2 A product line structure was studied according to a SWOT analysis.

2.3 A matrix structure was studied according to a SWOT analysis.

2.4 Various other organisations and their key directors were consulted, as well as
CHIRANGO ACADEMY ‘s management consultants.

3. FINDINGS

3.1 FUNCTIONAL LINE STRUCTURE - The SWOT analysis revealed that this
structure was suitable for small business and had served CHIRANGO
ACADEMY well it its initial growth stage. There was good control since each
director or manager had a specific and limited area of expertise which he could
develop. There were few interpersonal problems since each director or manager
was in control of his own specialised area of responsibility.
There were, however, disadvantages. Functional line decision making was
slower. Too much responsibility had rested with the Managing Director to co-
ordinate the different function because each functional manager tended to be
concerned only with his own area. This had created conflict and jealousy. There
was little opportunity for breadth of experience for anyone except the Managing
Director and consequently succession planning was limited.

Written Communication…..47
3.2 PRODUCT LINE STRUCTURE - The SWOT analysis revealed that this
structure was more suited to the expansion of CHIRANGO ACADEMY.
Decision-making would be speedier and more diversified; each product manager
would have a wide range of experience both in his specialised area and in more
general department. One of the strengths and opportunities of this structure over
the functional line structure would be that each division would be responsible for
its own performance and business results. A weakness would be that duplication
of effort might lead to unnecessary expense. Too much emphasis on results might
lead to the achievement of limited goals instead of the overall objectives of
CHIRANGO ACADEMY.

3.3 MATRIX STRUCTURE - The SWOT analysis revealed that this structure
allowed for greater flexibility and involvement. Motivation would be high, and
employees would be challenged to work together as a project team. There would
be greater flexibility in moving experts from one project to another as the project
required specific skills. This would create cost effective employment of key
personnel and would obviate duplication of effort.

One of the weakness and threats of this structure was that there might be a feeling
of being demotivated when a project team disbanded and members had to regroup
themselves for a different project. The feeling of a let down when the project
came to an end would have to be carefully handled and would require a great
maturity of inter-personal reflections. There would also be the threat of too much
flexibility that could lead to the collapse of a project arising from too much talk
and not enough task performance.

Since every person would be responsible to a line authority and a project

authority, divided loyalties could result. Nevertheless, the advantages were seen
to outweigh the disadvantages and the matrix structure would have few of the
problems that arise from more bureaucratic structure. A major opportunity would
be that top management could be freed to concentrate on strategic planning.

4. CONCLUSIONS

4.1 Appendix 1: The product line structure would be as shown.

4.2 Appendix 1: MATRIX STRUCTURE: This structure would include the

promotion of the design manager and the advertising manager to top management.
It would mean the appointment of specialist product managers and advertising
personnel to manage and promote the new and existing products. There would be
little duplication of effort. The resulting challenges and excitement would be to
motivate staff and meet the demands of the future.

Written Communication…..48
5. RECOMMENDATIONS

a. The matrix structure be adopted to meet the needs of CHIRANGO

ACADEMY’s growth, especially in computer games.

b. The Design Manager and the Advertising Manager be promoted to top

management, not necessarily with increased salaries.

c. The existing Sales Manager be appointed as Manager (Children’ Toys)

and two new Managers be appointed either from existing staff or from
outside to fill the posts of Manager (Computer Games) and Manager
(Adult Games) respectively.

d. Three advertising posts be created over the next two years, each to be
responsible for the advertising and promotion of a specific product
group.

e. A personnel Manager be appointed to take care of interpersonal relation

and motivation problems to develop in time into a new staff department.

f. The new structure be phased in over the next two years to allow for the
new appointments and budgeting constraints.

Report Compiled by:

Writer’s
Signature

Mr Ashley Chirango
MARKETING MANAGER

25 March 2003

ATC/ltc/Admin/02

Written Communication…..49
Example 3

Chirango (Pvt) Ltd

REPORT ON STOCK CONTROL

1. TERMS OF REFERENCE
The Manager gave instruction on 27 January 2003 that an investigation should be
conducted into the serious problem of stock checking at the end of the year and
that a solution should be suggested.

2. PROCEDURE

2.1 The office card index system and the bin card system at the warehouse were
investigated.
2.2 The company auditors were consulted.

3. FINDINGS

3.1 QUANTITY - There were about 2 500 items to be checked each year.

3.2 OVERTIME - A great deal of overtime was needed to take stock at the financial
year-end.

3.3 DISCREPANCIES - Any differences between the bin card and the card index
system had to be resolved by checking the original documents for the past twelve
months.

4. CONCLUSIONS

4.1 WRONG TIME – With year-end accounting dates to be met, there was not
enough time available to check all the transactions for a whole year for each item
of stock. The financial year-end is not the best time for stock taking.

4.2 CONTINUOUS STOCK CHECKING - Under a system of continuous stock

checking, the total stock would be checked in four months if a quarter of the stock
items were checked each month. This would mean that each stock item would be
checked three times a year.

Written Communication…..50
4.3 DISCREPANCIES - Any discrepancies between din card balances and the office
card index system would involve a check of original documents dating back, at
the most, four months under this continuous card index system.

4.4 YEAR END STOCKTAKING – The troublesome procedure of year-end

stocktaking would not be required.
4.5 APPROVAL OF COMPANY AUDITORS – The Company Auditors agreed that
a system of continuous stock checking would be acceptable and that if all items
were properly ordered on the card index system and the bin cards, the year end
stocktaking would not be required.

5. RECOMMENDATIONS

5.1 CONTINUOUS STOCK CHECKING – A system of continuous stock checking

should be carried out.

5.2 NATURE OF CONTINUOUS STOCK CHECKING – Thirty items should be

checked each working day.

5.3 NECESSARY ACTION – The continuous stock checking procedure should be

implemented from 1 May so that each stock item would be checked twice in 2003
and three times each succeeding year.

Report Compiled by:

Writer’s
Signature

Miss Lesley Chirango

ADMINISTRATIVE ASSISTANT

14 January 2003

PTC/ltc/Pers273/9

Written Communication…..51
Example 4

Chirango (Pvt) Ltd

REPORT ON INVOICING
1. TERMS OF REFERENCE
The Manager Director instructed on 18 February 2003 that an investigation
should be conducted into the problem of the incorrect calculation of some
invoices sent to customers and that measures to prevent this happening again
should be suggested.

2. PROCEDURE
2.1 The company’s system of invoicing was studied closely.

2.2 The accounts clerk was interviewed and his enlisted.

3. FINDINGS

3.1 INVOICING SYSTEM

3.1.1 The sales clerk received the second copies for delivery notes for pricing

3.1.2 The sales clerk was then supposed to pass the batches to the accounts clerk for
checking.

3.1.3 The checked invoices were then sent by the sales clerk to the typist, who typed
them in duplicate.

3.1.4 The top copy was sent to the customer; the second was used as an internal record

3.2 CAUSE OF THE ERROR

The typist assumed that all invoice handed to her were checked, but one batch
missed being checked

4. CONCLUSIONS

4.1 The accounts clerk and the typist could not be sure that all invoices had been
checked.

4.2 The accounts clerk did not have the responsibility of passing the checked invoices
on to the typist.

Written Communication…..52
5. RECOMMENDATIONS

A different system of checking is needed:

5.1 Invoices should be sent by the sales clerk to the accounts clerk for checking.

5.2 After checking, the invoices should be sent by the accounts clerk to the assistant
accountant.

5.3 The assistant accountant should be satisfied that each invoice has been checked.

5.4 The typist should not type any invoice until it has been stamped ‘CHECKED’

5.5 The accounts clerk should check the typist’s typing of the invoice before it is sent
to the customer and the duplicate if filed.

Report Compiled by:

Writer’s
Signature

Miss Osley Chirango

CHIEF ACCOUNTANT

25 March 2003

PTC/ltc/Admin/02

Written Communication…..53
A. INFORMAL REPORTS
These are reports which do not follow any prescribed format of presentation. They are
presented in the form of either a letter or a memorandum or a combination a letter/memo
and schematic form.

A Letter Report is presented using the layout of a business letter. The letter report is
best suited for brief reports going to people outside the organisation such as customers. It
differs from the an ordinary business letter in that a letter report's paragraphs are
numbered whereas those of a letter are not. The numbering are part of the report hence
they should be inside the margin.

A Memo Report uses the layout of a memorandum and is best suited for internal
communications. A memo report is largely used for brief reports. (See example below)

A Mixed Form Report combines two formats. It may take the form of a letter or
memorandum at first and then the preceding data is presented in - tabular or schematic
form

Example of a Memorandum Report

Question
You are a secretary to a Sales Manager whose staff is soon to be increased. To
accommodate the additional Sales Representatives and Typists the office will require
additional equipment and reorganisation. The current equipment is not in a good state of
decoration.

Write a memorandum to your manager proposing the changes you think will be
necessary

Point to consider
1. This question suggests three topics namely
(i) new equipment
(ii) office layout
(iii) redecoration
2. In addition you must write an introduction defining the purpose and terms of
reference, summarising the recommendations and announcing the arrangement of
the main sections.
3. The conclusions and recommendations should give an estimate of the cost of
changes recommended. The recommendations can best be justified by
demonstrating the relatively low cost of the improvements suggested.

Written Communication…..54
MEMORANDUM

TO: The Sales Manager

FROM: The Executive Secretary

REF: PTC/cj/97/t2

DATE: 02 September, 2002

REPORT ON THE RE-DECORATION & REORGANISATION OF THE SALES OFFICE

I have pleasure in submitting for your considerations the attached report on the redecoration and
reorganisation of the sales office.

CHOTO INDUSTRIES (Pvt) LTD

REPORT ON THE RE-DECORATION & REORGANISATION OF THE SALES OFFICE

As the Sales Office will soon need redecoration and reorganisation to accommodate an increased number of
staff, I suggest the additions and alterations detailed below. A plain is attached tot eh report as a guide to
layout (appendix i), together with a colour scheme (appendix ii), and a detailed estimate of costs (appendix
iii).

1. NEW OFFICE EQUIPMENT

(a) Desks
The existing desks are in good conditions and can be retained. New desks will be needed
for the Shorthand Typist who will join us shortly and for two new Sales Representatives.
As desks in present use are of teak, it would maintain uniformity if similar desks were
ordered

(b) Cabinets & Cupboards

The office filing cabinets and cupboards are in very good condition. It would therefore be
preferable to order six new cupboards in a bright colour. One of the new circular filing
systems would prove indispensable to the secretarial staff and would not take up as much
space as the old filing cabinets.

(c) Carpeting
The existing floor covering seems to be quite adequate: this grey coated carpeting is
hard-wearing and will fit in with any colour scheme.

(d) Chairs, Telephones & Typewriters

The appearance of the office would be improved if new chairs were ordered in some
bright colour, the same colour perhaps as the filing cabinets. These chairs should be
comfortable. The three existing telephones are adequate for the needs of the office, but a
new typewriter will have to be ordered before the new shorthand typist begins to work.

Continued

Written Communication…..55
2. OFFICE LAYOUT
I have concluded a diagram of the proposed layout (Appendix i) which is self-explanatory. I
should, however, like to make the following comments on the reasons for my choice of layout:-

(a) Windows - I have made every effort to ensure that desks are placed as near to
windows as possible so that all employers are aided by a certain amount of daylight. The
present lighting is adequate

(b) Doors - I have placed the desks in such a way that anyone entering the office may
immediately see all members of staff at work

(c) Heating - By next month under-floor electric central heating will have been
installed in the entire office block. I have not proposed any air-conditioning system as this
would prove very expensive. However, electric fans could be most useful in the summer
months

3. RE-DECORATION
In deciding upon a colour scheme (see Appendix ii), I had to consider several factors. Too much
bright colour would be overwhelming and so is confined this to chairs and cabinets. Walls should
be appointed with a hard gloss sot hat they can be cleaned easily, and wall and ceilings should be
of a colour that is light but easy on the eye.

4. ESTIMATE OF COSTS
The total estimated cost of these alterations is $297 899, 56. A detailed breakdown is given on
(Appendix iii).

I hope that the plans for the re-organisation meet with your approval and that this total estimated cost does
not appear too excessive.

Compiled by:

Writer’s
Signature

CLARA JANGA
EXECUTIVE SECRETARY

02 September 2002

PTC/cm/Pers273/9

Written Communication…..56
II. GUIDELINES FOR WRITING REPORTS
1. Reports should be written in the third person or in the passive voice
2. Your writing style must be plain and straightforward. Avoid writing pompously;
write very simply, saying what you have to say in the clearest and most concise
way possible.
3. The grammar must be correct. Do not fall into the error of writing long sentences,
for you may well lose the thread, before you reach the end, of what you started to
say in the beginning
Do not write long, involved sentences. If it seems necessary to add to a
stated fact, or to qualify or describe it, write this in a separate sentence.
3. Use as few adjectives and adverbs as possible.
4. Avoid emphasising points as a result of personal bias.
5. Each fact must be isolated from the others by being put into its own paragraph,
which must be short and to the point.
6. State facts specifically: do not attempt to generalise - if any generalising has to be
done, leave that to your employers.
7. The whole tone of your report must be impersonal and objective
3. Use block letters for the heading of the report, and for paragraph heading.
4. Where you have several points to make under a heading, and several paragraphs,
your number your headings, and number the points under each one, like A, B, etc.
for section headings, if the report is a long one.
For example:
1,2,3 etc for paragraph headings
a,b,c etc for paragraph points and
i, ii, iii etc for sub points
1. If you are reporting on an accident, or making some sort of time and motion study
of men at work, etc, the order of your paragraphs will be chronological - ie in
order of time of events or of the work motions.
2. For any other kind of report, your paragraphs must be arranged in order of
importance.Remember that "Things thought of together must be spoken of
together" Therefore make sure that everything relevant to the paragraph
heading is mentioned in that same paragraph; never add an extra paragraph on at
the end of your report in order to include - too late! - something which you forgot
to deal within in its proper order, or in its proper paragraph.
3. Since most reports are made following some investigations, some conclusion is in
order, especially for examination purposes. But be cautious in arriving at a
conclusion, and even more cautious in making suggestions. Word your
recommendations tactfully. You must not give the impression of arriving at a
decision on behalf of your employers, nor of knowing more than they do; either
would be arrogant, and quite outside your mandate of terms of reference.

Written Communication…..57
6. PROPOSALS A MUST
FOR CIS!!

Introduction
A proposal is a persuasive message whish is written to get action. It should be well
organised so that the reader knows at once what the proposed action is. It must be well
set out with clear sections, a numbering system and effective headings. Like any other
business document it must be written in a clear, formal system and simple style.

It should give the reader exact details of costs, timetable and dates. Proposals should be
persuasive. The facts should be so well set out that the reader is convinced that the
proposed action should be taken.

A proposal is set out like a report. It should be accompanied by a letter of transmittal is it

sent outside the organisation. Inside an organisation, a memorandum of transimittal may
accompany it.

Types of proposals
There are two types of proposal as explained below

Requested Proposal Non Requested Proposal

Is once that the client asks for. For Is written because you wish to
example, a client may ask you for a generate work for your self. You
proposal on what you would take to see a problem and propose action to
solve a problem and how much possible employers to solve the
your action would cost. problem

Format for a Proposal (see next page)

Written Communication…..58
 Name of Company
Company Address
Logo
Telephone Number:
Fax:

Website address E-mail:

PROPOSAL TO SPEND $……….TO…………………

1. EXECUTIVE SUMMARY
How much do you want to spent? On what? When? Why? (That is main reasons behind the proposal)
And How? Try to justify the proposal in brief. Give reasons.

2. BACKGROUND TO PROPOSAL
What are the main reasons behind the proposal. eg, Effects of the status quo to production, profits, rate
of turnover, efficiency, safety of staff or customers etc and cost of repairs. Constant breakdowns, high
maintenance costs, absence of spare parts, etc

In a separate paragraphs, but under this item ,(ie as sub paragraphs) indicate the following:
· main Purposes of this proposal, eg to Recommend the purchase of new equipment .
· Procedure used to set up this proposal,( same as in reports)

3. DETAILED PROPOSAL
Here you indicate what you want to do. For example if you are proposing the acquisition of new
equipment, Here you will then write more about the equipment you want to buy. This will cover areas
such as acqusition costs, where exactly to get the machinery ,possible suppliers & their terms,
availability to spare parts, timing of purchases and implantation programme, budgets, maintencase
services/contracts

4. JUSTIFICATION OF PROPOSAL
A proposal is a persuasive documents which seeks to generate action. Under this part you must try by
means to persuade the receiver to accept your proposal. This can only be possible if you manage to
competently justify your proposal. Give reasons why it is necessary for your proposal to be accepted.
Justify your proposal organizationally, economically, politically, socially etc, where necessary. Indicate
the benefits of the proposal. Show graphically the benefits of implementing the proposal

5. ACTION TO BE TAKEN
After saying all the above; What do you wantdone. Say it. This part is more or less the same with the
RECOMMENDATIONS part in report writing. Indicate the action to be taken.

Proposal compiled by

Writer’s
Signature

Mr Patson T Chirango
COMPANY SECRETARY
(If you are working for a Consultancy Firm; put a list of your directors here)

Written Communication…..59
 Example of a Proposal

Name of Company
Address
Company Company
Logo Logo

Website address: E-mail: Telephone: Fax:

PROPOSAL TO SPEND $3M IN 2002 TO REPLACE SIX WORN OUT FLAVOUR

MIX FOOD MIXERS & SEVEN WONDER MICROWAVE OVENS.

EXECUTIVE SUMMARY
The proposal
The writer proposes that this company spend $3 million in the year 2002 to replace
§ Six worn out Flavour Mix food mixers with Ace food mixers
§ Seven worn out Wonder microwave ovens with Zippy microwave ovens.

Background to proposal
The above machines are no longer working to their full capacity. They are having to be repaired on
average once a week. These repairs are costing $1 million per week.

Justification of proposal
· These machines are essential if we wish to compete in a difficult market.
· Our competitors have bought new machines during the past six months.
· Our catering division needs these new machines for its series of open day dispels planned for
January 2003.

1. BACKGROUND TO PROPOSAL
1.1 Age of machines

1.1.1. Flavour Mix food mixers

These machines are now five years old. They have been used daily, and are
now breaking down.

They are costing us $1 million per week.

1.1.2 Wonder microwave ovens

These ovens are now six years old. Each machine is used for four hours a
day. Their performance has now deteriorated to 50% in terms of the
company’s standard performance rating.

1.2 Safety of staff

Three of the company’s caterers have had accidents in the last week with food mixers.
Theses accidents were caused by faulty switches
.
(Continued)

Written Communication…..60
 1.3 Poor quality of cooking
The microwave ovens are no longer cooking food correctly. This means that our
products are being spoilt.

1.4 Purposes of this proposal

The purposes of this proposal are to:
· Recommend the purchase of six Ace food mixers.
· Recommend the purchase of seven Zippy microwave ovens
· Justify the choice of the above products.

1.5 Procedure used to set up this proposal

The writer:
· Inspected the faulty machines and tested them according to the company’s fixed
procedure
· Examined a range of six food mixers and eight microwave ovens.
· Obtained quotations on the costs of all the above machines
· Compared the machines using the company’s standard procedure.

1.6 Plan of development of this proposal

The proposal starts with a summary. After this, the background to the proposal is
given. The proposal is then given in detail. Following this the proposal is justified

2. DETAILED PROPOSAL
2.1 Purchase of Ace Mix Food mixers
. . . . .

2.2 Purchase of Zippy microwave ovens

. . . . .

2.3 Cost of the above products

. . . . .

2.4 Timing of purchases

. . . . .

2.5 Maintenance and spares

. . . . .

3. JUSTIFICATION OF PROPOSAL
3.1 Increased competition
Three more catering companies have set up businesses in our area. Our company
therefore needs to have the best machines to compete.

3.2 Competitions replacing machines

Our competitors have replaced all their food mixers and microwave ovens in the past
six months. They are therefore able to prepare and cook food more efficiently than
our company can.

(Continued)

Page 2 of 3

Written Communication…..61
 3.3 Benefits from proposed purchases
We will be able to keep our competitive advantage because our management system is
more efficient than that of our main rival.

3.4 Feasibility of the solution

The proposed solution is feasible because our payback period will be only three years.
We will then have a major competitive advantage over our rivals.

4. ACTION TO BE TAKEN
The writer urges the immediate allocation of $3 million. This will mean that orders for mixers
and microwave ovens can be placed overseas in good time.

3. JUSTIFICATION OF PROPOSAL
3.1 Increased competition
Three more catering companies have set up businesses in our area. Our company
therefore needs to have the best machines to compete.

3.2 Competitions replacing machines

Our competitors have replaced all their food mixers and microwave ovens in the past
six months. They are therefore able to prepare and cook food more efficiently than
our company can.

3.3 Benefits from proposed purchases

We will be able to keep our competitive advantage because our management system is
more efficient than that of our main rival.

3.4 Feasibility of the solution

The proposed solution is feasible because our payback period will be only three years.
We will then have a major competitive advantage over our rivals.

4. ACTION TO BE TAKEN
The writer urges the immediate allocation of $3 million. This will mean that orders for mixers
and microwave ovens can be placed overseas in good time.

Proposal Compiled by:

Writer’s
Signature

Mr Ashley Chirango
COMPANY SECRETARY

22 April 2003

PTC/nc/Pers273/9

Page 3 of 3

Written Communication…..62
7. PRESS RELEASES
I. INTRODUCTION
A news release is a form of written communication used for giving out news to the news
media such as newspapers (i.e. the press) magazines, radio and television. (i.e. print and
electronic media). It is an objective announcement about a company activity or policy
issued to the media, both print and electronic, in the necessary time with all the necessary
facts.

The purpose of a press/news release is to make information known to an organization’s

shareholders, government, opinion leaders, as well as other people who may need to
know about what takes place within a organisation.

II. USES OF NEWS RELEASE

A news release may be used to make announcements such as the production of a new
product, appointment of a senior executive as well as organizational adjustments such as
a merger with another organisation

It can also be used to announce the following: Anniversaries, Change of address,

Appointments, promotions, Performance awards, Record breaking sales, Scientific
breakthroughs, etc.

New release can also be used when there are crisises such as Terrorist attacks, industrial
actions, accidents, product failure, etc.

Any editor of a media house will only publish a press release if it is newsworthy and
credible to his readers. Therefore, each and every news release must be Newswothy. It
must also be simple, brief and brightly written. It must convey information that makes it
worthy reading and nothing more. Thus, when drafting a press release you should
ensure that you write your story in a manner that shows the importance of your story to
those who will read a newspaper or magazine in which you intend to have it published.
To achieve this you must follow the way journalists write their stories.

Written Communication…..63
III. CHARACTERISTICS OF A GOOD NEWS RELEASE
As already discussed above a good news release must be:
1. Newsworthy and credible
2. Very short, precise and brief
3. Very simple, clear and straight forward – it must be written in simple language.
4. A good news release should not begin with, for example, ‘We are proud to
announce’, nor use pronouns like ‘you’, nor contain self praises. A news release
must not read like an advertisement. It must not be disguised advertising puffery
otherwise the editor will throw it into the thirteenth file.

Please Note that a press release :-

ü May or may not use pictures
ü May not use sub-headings
ü Should have a title
ü Should have the word press/release
ü Should have a lead paragraph
ü Its headings should be in Bold and Caps.

IV. FORMAT FOR NEWS RELEASE

A press/news release is very easy to write provided you practice writing it. There are
many ways of mastering the art of writing press releases, and below are two different
ways/methods of learning how to write good news releases. Please study these methods
and master one which you think is very easy for you. I hope this will help you to answer
all examination questions on Press releases.

Heading
Your heading should be appropriate and in relation to the subject. It should be short,
brief and yet eye-catching. It should state the key points of the news release

Introduction
This is a summary of the whole story. You must snatch the editor’s attention by writing
very good opening paragraph. The introductory should attract the reader’s attention. It
should also be short, cleat, readable yet factual. the most important information should
be included in the first paragraph. In your intro try to answer the 5W’s and 1H in the
first paragraph.
5Ws - Who, What Where, When, Why
1H - How

In other terms your intro should account for

1. Who did What?
2. Where was it done?
3. When was it done?
4. Why was it done? & How was it done?

Written Communication…..64
Body
Central paragraphs should be short so that they do not affect the purpose of the release.

Conclusion
It’s appropriate to finish by repeating the most important points or by quoting key
persons or achievements.
N.B. – A proper news release should have a smooth development of ideas i.e.
chronological and logical presentation of ideas.

Please note that …..

1. Your heading should state the key points of the news release.
2. Your introductory paragraph should attract the readers’s attention. It should also be
short, cleat, readable yet factual.
3. The Body of your news release should furnish the facts of the story clearing in
descending order of importance. In order to hold the reader’s interest, your body
should justify the promise of the headline.
4. Finally avoid/remove all jargons. Avoid long & overloaded sentences, as they
are a recipe for boredom and confusion.

Alternative Format

The Seven Point formula

1. Subject - what is the story about?

2. Organisation - What is the name of the organisation?

3. Location - Where is the organisation located?

4. Advantages - What is new? What are the benefits?

5. Applications - What are the uses? Who are the users?

6. Details - What are the sizes, colours, prices, and

performance figures or other details?

7. Source - Is this different from location, eg location might

be where the work is done, source will be the
head office address.

Written Communication…..65
 PRESS RELEASE

News from Chirango Enterprises Company Logo

Headline

Opening paragraph:
Summary of the whole story; subject; subject in first few words; brief name of organisation; location;
highlights of story

Advantages: What is new, different

Applications: Uses and users

Details: specifications, prices

Sources of product or service: full name, address, telephone number of supplier

ENDS
Writer’s name,
telephone number,

Date
Serial Number

Name, address, telephone number of organisation or PR Consultancy

Written Communication…..66
V. GUIDELINES FOR WRITING A GOOD NEWS RELEASE
1. A news release should be set out in manuscript style, not business letter style.
2. Omit full points from initials of organisations and any other abbreviations, for
example, ZIANA not Z.I.A.N.A., ZESA not Z.E.S.A, ZRP not Z.R.P
3. Avoid indiscriminate use of capital letters, for example, ‘Managing Director’ should
be ‘managing director’
4. Lines should be double-spaced
5. Double line spacing will enable the editor to make a comments about each line using
space provided. If triple-line-spacing is used it will also allow the editor to make a
comprehensive summary about each paragraph.
6. The release should be produced on a specially designed and printed heading with
distinguishes it from a business letter heading. (At the top there can be words such as
‘News From’ followed by the name and perhaps the company logo. The address and
telephone number are best printed at the foot of the sheet. Remember that a headline
should state what the story is about.
7. Sub-Headings – These are unnecessary, as the editor will decide whether they are
wanted and where to put them. However, for clarity, subheadings may be introduced
in a long technical story if there is more tan one items, such as Mode A and Mode B.
8. Do not write company or product names entirely in capital letters, for example,
Crystal and not CRYSTAL.
9. Initial caps should be used for proper nouns only, for example, Chirango and
geographical names such as Harare, Kwekwe, Gweru.
10. Never use capital for job titles. However, in titles of certain dignitaries initial caps
may be used e.g. Prime Minister, President, Professor, that is business titles are not
given initial caps, but most political religious, military and academic titles are.
11. Underlining – Nothing should be underlined as this is a printing instruction to set in
italics, and that is the editor’s decision not the writer’s
12. Figures – One to nine should be in words, 10 onwards in figures (except in dates,
prices, measurements or address when all figures are used) larger figures should be
spelt out if it is clearer, for example, one million
13. Dates – The press style is to give month first, and
a. A news release should contain the following important information:
14. The words ‘news release’ in caps at the top of the sheet of paper and centred.
15. The name and address of the organisation below the words ‘news release’ placed to
the extreme right side of the paper.
16. Title of the story – This is the headline which helps to explain what the story the new
release is about.
17. A news release should have equal margins on both sides of the paper.
18. It should contain details of the contact person which include the person’s full name,
phone number, postal address and physical address. – Details of the contact person
are written at the bottom of the last sheet of the press release.
19. A news release should contain the word “MORE” or “CONTINUED” at the bottom
of each sheet of paper if the story continues on to the next page.
20. At the top of the next page identify the story with a note such as New
Product – 2 numbering each page after the next.

Written Communication…..67
21. The word ‘END’ in caps, should be written at the end of the last page, or immediately
below the bottom right corner at the right hand corner. No suffix after the number, for
example, November 18
22. Dates are not given st, nd, thrd and th endings
23. If a release reports an event never write, ‘recently’, ‘today’, ‘next Monday’ or
something equally vague. This can be confusing to editors of Dailies, weeklies and
monthly journals. Avoid using ‘recently’ as this usually implies stale news. If
something is announced today write ‘today’ followed by the date in brackets as
appropriate.
24. Quotation marks – Inverted commas should be confined to reported speech or actual
quotations. Do not place quotation marks round product or other names. Publishers
have their own house styles and while some may give quotation marks to the title of
the book, play or piece of music, most will use italics. – In a news release neither
should be used, i.e. neither quotation marks nor underlining.
25. At the end (give) the author should give his name and telephone number.

26. Please note that:…………

27. All pages must be numbered excluding the header sheet
28. You must use, only one side of sheet of paper (like what I have done in this handout –
I wrote only one side/sheet of paper)
29. The title of the story should be contained on all the pages after the header sheet at the
extreme left side of the sheet of paper.

V. GLOSSARY
1. Embargo is a request not to print a story before a stipulated date and time.
2. Press Conference – A meeting of journalists who are assembled to receive
information which they discuss. It might be held at short notice and it might be held
in the boardroom or hired room. They are oftenly held at airports on the arrival
from abroad of a newsworthy person.
3. Press Reception – This press gathering is more of an organized event with a bar,
buffet, or lunch and a programme of talks, demonstrations and perhaps an audio-
visual presentation.
4. Facility Visit – An individual journalist or a party of journalists is taken to visit to,
for example, a factory, an official opening or an outside demonstration requiring
transportation, hospitality or perhaps overnight accommodation.

V. PRACTICE QUESTIONS
1. Write a news release of about 250 words describing a new public transport service (ie road, rail, sea or
air). Invent your own details. The release is to be sent to the travel trade tests press, both nationally
and internationally.

2. Write a news release of about 250 words to announce the introduction of a new aircraft by your
national airline. You may invent the details regarding the aircraft and the routes it will fly.

Written Communication…..68
8. ARTICLES
I. INTRODUCTION
An article is an essay which is usually written for a newspaper or a magazine. They are
normally written like press releases. They should be organised so that the reader gains a
clear idea of key points at the beginning. However the differ from newspaper articles in
that they
· Are written for a specific audience inside an organisation
· Are written to entertain, as well as inform
· Have as their subjects domestic and personal issues relevant only to people inside
the company.

There are three reasons why you should be able to write a good article

1. It may be necessary for you to write an article for publication. The editor of a
newsletter or a trade journal may approach you to write an article, or your may feel
that you wish to do so off your own bat.
2. Understanding pf articles will help you to write better reports
3. In the examination, you may be expected to write an article because it gives the
examiner a good indication of your language ability.

The writing of an article consists of five basic steps namely:

1. formulation of the central idea
2. consultation of sources
3. making notes
4. drawing up a scheme and classifying information
5. writing the article

1. Formulation of the central idea

Articles are usually written because there is a problem which the write wishes to clear up.
Two things arise from this problem.
Ø A title and
Ø A statement of objective

Example

Mr Mutumhe is an advertising agent at Masara Outfitters ltd. He is instructed to compose a series of advertisement, advertising
the firm’s clothing. His problem is: what kind of advertisement will achieve the best results in the clothing industry?

After a thorough research he succeeds by means of his advertisements in increasing the firm’s turnover by 20%. He decides to
write an ar4ticle about new insights he has gained.

Title: Effective advertising

Objective: To provide guidelines for advertising agents in the modern Zimbabwean clothing industry as regards the design of
effective newspaper advertisements

Written Communication…..69
The reason for the formulation of an objective is so that the write can clarify his own
thoughts about the aspect of the matter which he wishes to discuss.

The necessity for the statement of a n objective becomes apparent from the title in the
above example: effective advertising. Arising from such a title the writer can ask
himself a number of questions like: “What type of advertising do I want to write about?”
“who is going to read this article?” “Which country am I writing about?” etc.

The answers to these questions are summed up in the objective. The writer formulates
the objective himself for himself alone, in order to write a good article.

To formulate the objective, the writer is guided by five basic questions

Who? What? Where? When? Why?

2. Consultation of Sources
In the examination situation where you are required to write an article,, your only source
is you mind. You do not have the opportunity to read more about the subject.

However when you have to write an article for a newspaper, a magazine or a journal, you
would normally do some preparatory work in order to gain more information.

In such cases, you can follow one or more of the following steps.

(a) Study of literature

You may go to a library – preferably a university library – and read up on the
subject. Such a background study consists of reading books, newsletters,
newspapers, magazines, journals and government publications.

(b) Interviews
You may conduct interviews with people who are more knowledgeable about the
subject than you are.

(c) Surveys
You may make a survey by sending out questionnaires to people involved in the
case.

3. Making Notes
Making notes means that you must have the ability to distinguish between important and
irrelevant information.

4. Drawing up a scheme and classifying information

After you have consulted as many sources as you feel are necessary, and you have made
a list of notes, you must then draw up a scheme and classify your information.

Written Communication…..70
(a) Drawing up a scheme
Examine your notes and decide on the essential idea arising from them. If you
are writing an article in an examination, you should also write down a list of notes
or ideas before you draw up a scheme. Choose a few of the basic points and make
up a title or sub-heading for each idea. Remember that your scheme should have
an introduction and a conclusion.

A scheme will look more or less as follows

1. Introduction - What is communication
2. 1st basic point - The reasons for communication
nd
3. 2 point - Types of communication
4. 3rd point - The usefulness of communication
5. Conclusion - Conclusion: Let’s communicate better

(c) Classification of information: put every item on your list of notes under the one
of the sub-headings which you have chosen as your basic points.

5. Writing the article

Once you have carefully followed each of the preparatory steps, the writing of the article
becomes reasonably simple.

Note that the article in its final form often consist of two sections namely:
1. The title
2. The article itself
This means that sometimes there is no indication of a statement of objective, sub-heading
or classification scheme.

The fact that there are no sub-headings in the final article does not mean that the writer
has not made sub-headings, but rather he has embodied them in essay from in the article.
After the objective is stated in the first paragraph, while paragraphs appear as though they
were written under particular headings.

In other instances, the writer makes use of sub headings. It depends entirely on the writer
himself as to how the final product is presented.

Written Communication…..71
II. CHECKLIST FOR WRITING GOOD ARTICLES

Have I
1. selected the right facts and opinions
2. Chosen a good title that prepares the reader for the essays?
3. Written a good, clear introduction that prepares the readers the content?
4. Organised my information so that it is clear to my reader?
5. Kept to the organisation pattern that I have chosen?
6. Provided signposts to my readers so that that they are able to follow my arguments?
7. Ensured that I have a unifying theme running through my work?
8. Ensured that I have good coherence and the right emphasis?
9. Written my article at the right level of formality?
10. Chosen the right factual and emotive words to convey these facts and opinions?
11. Written a good concluding paragraph to draw together my main ideas?
12. Made my article as readable as possible?

III. PRACTICE QUESTIONS

Write an in-house journal article choosing from the topics below.
1. Write an article on sporting achievements of the company’s staff over the last six
months.
2. Write an article on a special achievement of a member of staff in the field of
education. She could, for example have achieved a degree or diploma after six
years of studying part-time.
3. Write an article on the company’s successful family day.
4. Imagine that you a bank manager. You were worried about security in your bank
and have decided to read up on the subject so that you can install effective security
measures. Eventually you have acquired so much knowledge on the subject, that
the editor of the banking magazine has asked you to write an article. Write the
article.
5. Imagine that you are student who is in the process of writing a communication
examination. You decide to answer the following question: “Write a short article
of about 150 to 200 words in length about promotion opportunities for women in
building societies”
6. You are a student who has to answer the following question in a Pitman
examination: “Write an article of about 250 words in length about agricultural
problems in Zimbabwe”
7. Imagine that you are a marketing agent. One of your clients wished to establish a
series of chain stores in rural areas, but did not know which type of shop would be
the most profitable. He instructed you to establish what kind of consumer items
attracted the majority of the money of the rural population of the Mashonaland East,
and you now wish to make your findings known in the article.

Written Communication…..72
9. ADVERTISEMENTS
Advertisements are designed to attract attention. Once the potential buyer has noticed the
advertisement the company hopes to create an attitude that will persuade her or him to
take the desired action, buy the product and keep buying the product. Advertisements are
aimed at specific groups in the population. The groups are identified by means of market
surveys. Their needs, dreams, hopes, desires, concerns and fears are then established.
Once the advertising company has this information, it creates an advertisement aimed at
the specific group. Such an advertisement would be designed both to inform and
persuade. It should attract attention and set the mood for action.

The company will have to decide on the best medium to use. The radio is effective for
advertisements that rely more on factual information. The visual impact is into
important. Television, on the other hand, is very effective when the visual and the
spoken word are important. The company would also consider using newspaper and
magazines that rely on the visual impact of pictures and the written word

AIDA Method of advertising

Advertisements are normally organized in four stages as follows
1.Attenion, 2. Interest, 3. Desire, 4.Action

Stage 1 –The first stage is to attract the reader’s, listener’s or viewer’s attention. This is
called the cognitive stage. The audience start thinking about the advertisement and its
content.

Stage 2 – at this stage the audience’s interest is aroused. This is called emotional
approach to the advertisement.

Stage 3 – the audience’s desire is now aroused. This is also an emotional approach to the
advertisement.

Stage 4 – if the other three stages have been successful, then the audience is stimulated to
action. This last stage is called an action stage.

Advertisers analyse people’s needs, attitudes and desires. They try to ‘teach’ people what
they want. They do this by :
1. Selecting the media such as newspapers, magazines, radio and television
2. Aiming advertisements at carefully analysed segments of the population
3. Using pictures, words, colours and shapes.

Advertisers base their appeals on people’s needs for pleasure, power, security, beauty, a
long life, happiness, health, love, social acceptance & leisure.

Written Communication…..73
Advertisers strive to communicate the existence pf products that will satisfy needs, wants
and desires, the qualities of products and where products can be obtained. More
specifically they try to stimulate:
1. The needs for a category product
2. Awareness of a specific brand
3. An attitude towards a specific brand
4. The intention to buy a specific brand
Once they achieved the above, advertisers try to make buying as easy as possible

Techniques used in advertising

The following is a brief list of some of the techniques used in advertising to gain and hold
attention. These techniques are especially relevant to the writing of unsolicited sales
letters.

- Attractive photographs and sketches - Testimonials from authorities

- An effective tone - Headings
- Questions - Lists
- Imperatives such as ‘buy one now!’ - Capital letters
- Challenging statements - Repetition of key ideas
- Quotations from famous people - Slogans
- Something unexpected - Offers of free samples
- Appeals to people’s desire for health, - An invitation to action by filling in a
leisure, success, reply-pad card
comfort, more money etc
- Emphasis on the qualities of the product - Evidence from laboratory tests
compare with
rival products

People in organisations might have to prepare advertisement for local newspaper. These
would take the form of Classified advertisements, public announcements, Notices of
meetings & Vacant posts

Classified advertisements are printed in newspapers column under general headings such
as “Cellphones & Accessories”, “Houses for Sale” etc. They have no special layout.
They have to give the facts as briefly as possible.

See press for examples of advertisements

Written Communication…..74
10. NOTICES
I. INTRODUCTION
Notices come in many shapes and sizes and are issued for a wide variety of reasons.
They have certain characteristics that are common to memos in that they are always brief
and concern just one central point. You cannot covey a complex message by means of a
notice. Only short notices attract attention.

Notices should be situated where everyone who should read them is not just passing by
but where they have time to stop and read them.

While notices serve functions similar to those of memoranda, they exist certain important
differences between them.

1. Notices are brief mass communications. They are usually pinned, conspicuously to
bulletin boards in lobbies or in canteens or staff rooms where there is the best chance
of their being read by everybody; they do sometimes appear in odd places such as on
cupboard doors, however, or gummed to the wall beside the lift.
2. Memoranda are passed horizontally or vertically; notices intend to be passed
downwards to the lowest levels of a firm’s hierarchy.
3. Notices are intended, on the whole, to stimulate the staff to whom they are addressed
to greater efforts in every manner of direction, but if they are carelessly framed they
may well have the effect of arousing resentment.

II. WRITING NOTICES

1. When writing a notice, keep it short. The inveterate reader will read every single
word; the non-reader will glance at a long notice and pass-by.
2. Simple language and straightforward syntax are essential for a well designed
irrespective of educational background.
3. Apart from, and in addition to, being clear, notices should neither snarl, nor should
they implore; they must simply give an instruction, briefly but courteously.
4. The lettering must be bold, and words well spaced.
5. Stale notices should not be left to clutter the notice board for their continued presence
detracts from the impact of new notices.

Written Communication…..75
11. INSTRUCTIONS
I. INTRODUCTION
Instructions normally serve the purpose of telling people what they are to do or how to do
it. e.g If you discover a fire, immediately operate the nearest fire alarm call point.

When one is telling people how to do things a logical arrangement of stages of a

procedure is very important. A person who is following out an instruction of any
complexity will do it step by step and if essential steps are left out or are introduced in the
wrong order he will make mistakes, be confused or probably irritated. Therefore, if you
are writing any instruction to be issued to everybody or to be put on the notice board,
please, make sure that the instruction notice is presented in a logical order – i.e, the steps
must be presented step-by-step.

II. REQUIREMENTS FOR EFFECTIVE INSTRUCTIONS

1. They must be absolutely accurate.
2. They should be concise and to the point, yet complete.
3. They should be absolutely clear so that there are no gaps between the various steps.
4. They should not be so vague that the reader has to think, “what does this mean”.
5. They should be written in language that is easily understood.
6. They should be written in the third person.
7. They should be as short as possible.
8. They should be neatly typed.
9. They should arouse enthusiasm of the reader.
10. They should be accompanied by a sketch.

I. HOW TO WRITE INSTRUCTIONS

From time to time in our working life we have to describe/define what can loosely be
called a ‘process’. This may be the daily duties you have to perform which you have
to describe to someone taking over from you; or it may be the operation of some
piece of office machinery such as a photocopier, duplicator, fax or telex, which others
in the organisation need to know about.

Whatever the process, you need to set about describing it in a methodical manner.
Your aims must be:
a. to communicate clearly
b. to avoid the possibility of misunderstanding or misinterpretation.
c. To ensure that nothing essential is omitted, and
d. To use a style and language appropriate to the person who will have to act
upon the information.

Written Communication…..76
 Assemble all the facts. These are then arranged in a logical order preferably
numbered for ease of reference.

Consider the recipient, his level of education, vocabulary limitations, ability to

comprehend, and any factors such as his emotional state, which may influence his
interpretation or his ability to act upon what you write. Please note that technical
phrases, jargon, or specialist terms are more likely to confuse than to help.

Unnecessary information must be avoided – instructions must be clear. To ensure

clarity, the instructions must be as complete as possible. However, remember that too
many unnecessary details can confuse the reader just as much too few can. Too many
details result in instructions that are so long and involved that the reader is not
motivated to read them; the result is that the person to whom the instructions are
given, doesn’t bother to read them at all and would rather choose the “shortcut” by
doing it his own way or by asking someone else to explain briefly how it is done.
Thus, your instructions must be neither too long nor too short.

Instructions may be written either in point form or in essay form. (You should be
able to re-write instructions presented in point form in essay form and vice versa).

Guiding principles for writing instructions that are clear and meaningful.

1. The person issuing the instruction must be certain of the content and intention of
the instructions, that is, must know exactly what the instructions are and to whom
they are directed, and for what purpose. (The standard of education of the
recipient will influence the terminology used).

2. The person issuing the instructions must assume that the reader is ignorant of, or
unfamiliar with, the topic. This will ensure that you explain every term and step
clearly, and that you follow a logical progression – or that you choose terms and
steps that are clearly understandable.

III. FORMAT FOR INSTRUCTIONS

a) Introduction
This must explain briefly the subject of the instruction and why instruction
is necessary.

b) Theory/Principles of Operation
Describe the necessary tools carrying out the instruction.

c) List of Equipment/Materials Needed

Describe the necessary tools/equipment and their location.

N.B Under certain circumstances, step (a) and (b) may be omitted.

Written Communication…..77
 d) Description of Process
Give an outline of the intended processes.
e.g If you are writing instructions about a fire drill.
i. Persons will assemble.
ii. Persons will proceed, etc.

Or the actual process.

i. the machine is set in operation.
ii. The machine takes time to warm up.

e) Performance Instructions
i. Outline the processes step by step so that the persons carrying out the processes
can understand it. Make sure each step is presented in a logical progression.
ii. Whenever possible explain the reasons for each step in the process
without going into unnecessary or complicated details. Giving
reasons can prevent serious mistakes.
iii. Warn the performer what not to do.
e.g In carrying out an electrical repair the current must not be
left on.
iv. If feasible, use illustrations to make the process clear.

Different Types of Format for Issuing Instructions

The purpose of the instruction dictates the format.

Fire Instruction Notice (See Next Page)

Written Communication…..78
 FIRE/EVACUATION PROCEDURE

Instructions to staff
Action to be taken in case of fire or other emergency

Assembly point: MAIN CAR PARK

If you discover a fire

Ø Immediately operate the nearest fire alarm call point
Ø Attack the fire, if possible, with the appliances provided but without taking personal risks –
ensuring a clear escape route is available at all times

On Hearing the Fire alarm

Ø The receptionist on duty will call the Fire Brigade immediately

Ø Leave the building and report to the person in charge of the assembly point at the place
indicated above, where a roll call will be taken

Ø The senior person or authorised deputy on the affected floor will take charge of any evacuation
and ensure that no one is left in the area

v USE THE NEAREST AVAILABLE EXIT

v DO NOT USE THE LIST
v DO NOT STOP TO COLLECT PERSONAL BELONGINGS
v DO NOT RUN OR PANIC
v IF YOU HAVE VISITORS, ESCORT THEN TO THE ASSEMBLY POINT

v DO NOT RE-ENTER THE BUILDING FOR ANY REASON UNTIL THE SAFETY
OFFICER OR THEIR REPRESENTATIVE GIVES YOU PERMISSION

Writer’s
Signature

CLARA JANGA
CHIEF SECURITY OFFICER

Written Communication…..79
12. INTERNET
Introduction
An international network of separate networks, each of which retains its own identity,
into an interconnected network. It is the largest “information superhighway” in the
world.

The internet began in the US Department of Defence network. It main purpose then was
to link scientists and university professors around the world, and was neither used by
business nor the general public. One of the most puzzling aspects of the internet ins that
no one owns it and it has no formal management organisation. As a creation of the US
defence department for sharing research date, this lack of centralization was purposeful,
to make it less vulnerable to wartime or terrorist attacks. To join the internet, an existing
network need only to pay a small registration fee and agree to certain standards based on
Transmission control Protocol (TCP).

Costs are low because the internet owns nothing and so has no real cost to offset. Each
organisation, of course, pays for its own networks and its own telephone bills, but those
costs usually exists independent of the internet. Networks that join the internet must
agree to move each other’s traffic at no charge to the others, much as is the case with
mail delivered through the international postal system. This is the reason why all the data
appear to move at the cost of a local telephone call. The result of all this is that the cost
of the E-mail and other internet connections tends to be far lower than equivalent
voice, postal, or overnight delivery costs, making the internet a very inexpensive
communications medium.

The value of the internet lies precisely in its ability to easily and inexpensively to connect
so many diverse people from so many places all over the globe. Anyone who has an
internet address can log on to a computer and reach virtually every other computer on the
network regardless of location, computer type, or operating system. The internet carries
many kinds of traffic and provides users with many functions.

Functions of the internet

Communication - Communication including the E-mail is the most widely

used function on the internet. Many millions of messages are exchanged daily worldwide
on E-mail systems. Internet communication functions related to E-mail include on-line
forums and chatting. The internet supports thousands of public forums that operate like
electronic bulletin boards on almost every conceivable topic.
Individuals use the Net E-mail facility to get in touch with friends, to gather opinions
from other users abut a product they are interested in purchasing, to argue political issues,
or to mail. Researchers use this facility to share ideas, information, and even documents

Written Communication…..80
The net also supports live interactive conversations called “chatting” with others
anywhere in the world, much as people might do via a telephone conference call,
although with the net the words must be typed in rather than spoken.

Anyone with a personal computer, the right software and a modem plus the willingness to
pay a small monthly usage fee can access it through one of the service providers that are
popping up everywhere.

Information retrieval – Hundreds of library catalogues are on-line through the internet
including those of the University of California and the Harvard University. In addition
users are able to search thousands of databases that have been opened to the public by
Universities, governments, corporations etc. For example a Supervisor interested in
finding information on absenteeism at the work can quickly and easily search computer
databases and locate many articles, papers, books and even conference reports from
universities and other organisations all over the world. They can then download the
information for their reading and use at their leisure.

Internet benefits to organisations

Reducing communication costs – Communicating through the internet is far cheaper

than communicating through an other means. Most companies are finding that by using
the net to fulfill a range of their communication needs, they are lowering other
communication costs, including their telephone and fax costs. While all companies can
benefit from lower costs, small businesses find reduced communication costs particularly
beneficial because it sometimes enables them to compete with larger companies in
markets that would otherwise be closed to them.

Enhancing communication and coordination – As organisation expands and

globalization continues the need to coordinate activities in flung locations become more
critical. The internet has become an important instrument for that coordination. The
internet makes it easier for companies to keep employees informed about company
developments.. through the web employees are able to see a company calendar, the
employee policy manual, organisation charts, interactive training tools etc

By using the internet ordinary staff members now have access to vast amounts of
information. This was until recently available to senior management only. Ordinary staff
members can now get a detailed and high level picture of the company’s operations
Any staff member can also send an electronic message to the Chief Executive, and
expect a reply. This has resulted in making organisation charts invalid

Accelerates distribution of messages – because modern economies have become

information economies, access to knowledge is critical to the success of many company.
To speed up product development, to react rapidly to an emerging problem, information
gathering and dissemination must be quick and easy.

Written Communication…..81
Improving customer service and satisfaction – companies large and small are using the
internet to communicate effectively to make product information, ordering and technical
support easier and immediately available

Internet facilitates marketing and Sales

INTERNET PROBLEMS TO ORGANISATIONS

Security – the internet is a highway that carries a great deal of personal and
organisational information and data, much of it sensitive. Electronic links tend to be
exposed to attacks from both thieves and vandals.
Internet hackers have found ways to steal passwords as they pass through one site and
use them to break into computer systems at other sites all over the world.
An internet hacker is a person who gains unauthorized access to a computer network for
profit, criminal, mischief of personal pleasure

Technology problems – There is a lack of standards. A number of incompatible ways

exist to access the net, allowing specific users to perform certain functions and so many
people cannot mail graphics documents to each other. The lack of standards also affects
the ability of organisation to establish a stable link to the internet. Other organisations
are not able to access the internet because of the absence of the hardware, while those
with hardware may also not be able to send messages through the net because of traffic
jams (overloads)

Legal issues – doing business on the internet is still unacceptable due to the absence of
proper legislation.

The other problem with the internet is that of credibility of internet messages. No
individual actually owns it. This concern about computer based messages has risen
because some messages are sent by computer generated personages. Traditionally mass
media have editors and fact-checkers to ensure that messages are accurate. The internet,
on the other hand, does not have this control. The credibility of sources does, however,
vary on the internet. Commercial sites carry relatively more credibility, and unknown
sources carry less.

A much greater burden will therefore be placed on the user to determine how much faith
to place in any source. In addition to the above problem, there is a more serious one. As
more and more commercial and political information is made available, who will decide
on which messages are allowed and which are not allowed?

Written Communication…..82
 13. E-MAIL
Electronic mail is any facility which enables an organisation to communicate internally or
externally by transmitting text, data, images or voice electronically using some form of
computer base and a public or private telecommunication system.

E-mail entails the electronic transmission and storage of messages from a sender to a
receiver, each with a compatible workstation. E-mail can be transmitted without the
concurrent presence of both the sender and the receiver. The receiver can view the
information at leisure. E-mail is usually available on subscription basis. An E-mail
system consists of
1. A terminal, that is a piece of equipment on which a message can be created; this will
usually incorporate a VDU and a keyboard
2. A computer which stores and processes messages
3. A program to enable the computer to carry out commands \
4. A Modem & a communication network

Advantages
1. Messages can be delivered as planned.
2. Communication time is cut from days to minutes which means its fast
3. cost effectiveness particularly with the rises in postal charges
4. time & paper saving
5. there guaranteed security as each subscriber is allocated a mailbox into which
other subscribers can leave messages but not retrieve or read messages. Messages
remain until the owner reads them or release them.
6. prevent interruptions
7. efficient in that it enables flexible working patterns - that is, members travelling
domestically or abroad have access to their E-mail from almost any computer
terminal.
8. enables individuals to have better control and management of their own time
9. facilitates wide message distribution where used intra-company
10. can provide useful written/memory held record when used as alternative to
telephone call
11. enables messages to be date activated which ensures that are delivered
automatically at pre-determined future dates

Disadvantages
1. Initial expense of installation
2. Staff reluctance to use it
3. The need to train staff in its use if they are to maximise its potential
4. System breakdowns
5. The likelihood of receiving ‘junk mail’
6. The possibility of unauthorised access to system causing security worries
7. Internally they are not suited to the preparation and transmission of lengthy
documents

Written Communication…..83
8. Can invite information overload
9. Do not alleviate poor communication habits
10. Can encourage time wasting via exchange of personal and non-sense messages
internally.

14. TELEX
It is a system whereby a message sent by a machine called a teleprinter is simultaneously
produced at a distant point and it typed.
A telex is a device similar to a typewriter, which can be used to send printed
messages over telephone lines. It is possible for subscribers to be In touch
with each other, in exactly the same way as a telephone. The telex terminal
is called a tele-printer. It looks in many ways like a combination between a
typewriter and a telephone with the keyboard, paper feed and dial

Each subscriber is issued with a telex number, which is dialled by a telex

subscriber when they want to receive messages. . Contact is made by
dialling the number required, and an answerback code establishes that the
correct link has been made. When connection is made between the tele-
printers the operator types the messages and its automatically printed out in
the receiving machine. The machines are left overnight so that messages can
be printed even if the office is closed.

Information is transmitted either by typing directly on the machine or by

using a pre-pared diskette. Calls are charged according to distance and time
spent on transmission, so that using a tape/disk is much cheaper since
transmission can be speeded up. Modern telex systems are electronic
incorporate a number of modern word processing features

Features of telex machines

1. A storage capacity for incoming messages
2. A hold-on-memory-and-transmit-later facility for outgoing messages
3. Enables text to be viewed on the VDU and edited for transmission
4. Enables messages to be received while outgoing messages are being
prepared
5. Messages can be stored of diskettes
6. Can be incorporated into a desk-top microcomputer

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Advantages
1. it is very fast & convenient
3. it provides a written record
4. Messages can be received in absentia ie when there is no one in the
office
5. It is flexible in that messages can be sent at any time of the day.
6 it is relatively cheap if used sufficiently
7. Makes it easier to communicate with other subscribers
7. Risk of mistakes is reduced

E nd
“Call a spade a spade because if you call a spade
a big spoon you will confuse your children”

Chirango 2003

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