Business Communication PDF - Indian Institute of Technology, Patna

Indian Institute of Technology, Patna Center for Educational Technology Course: EMBA Ist Subject Code: MB502 Subject Name: BUSINESS COMMUNICATION Dr. Bhavana Singh Associate Professor U...

Indian Institute of Technology, Patna Center for Educational Technology Course: EMBA Ist Subject Code: MB502 Subject Name: BUSINESS COMMUNICATION Dr. Bhavana Singh Associate Professor Unit 2: Written Business Communication  External Communication: The Seven C’s of Letter writing  Kinds of Business Letters  Business Reports and Proposals - Purpose of Business Reports.  Internal Communication: Format and Principles of Writing Memos - General Warning - Cautions.  Exercise: Preparation of Reports on different issues. External Communication 7 C’s of Or Letter Writing 1. Completeness- The letter should be complete by all means. It should be complete in terms of content and structure. It should contain all the relevant and required details depending on the subject of the letter. Structurally, a letter is said to be complete when all the obligatory parts and optional parts (as per need) of the letter are present. a. Provide all necessary information: Answering the five W’s help make messages clear. Who, what, When, Where, and Why are known as the Five W’s of communication. b. Answer all questions asked: Look for questions like when a peer is buried within a paragraph. Locate them and their answer preciously. c. Give something extra, when desirable: Use your good judgment in offering additional material if the sender’s message was incomplete. A business letter must be complete. it should contain all the details that are to be communicated by the writer to the person receiving the letter. for the letter to be complete, the writing must be properly planned and organized. Organizing a letter consists of Sequencing all details logically and presenting them cogently. further, should not be a mere list hastily put together. there should be Cohesion in the letter. a properly plan well organized, coherent, and cohesive letter is likely to evoke a positive response from the reader. 2. Conciseness- The letter should be concise. Every word should have its own value. Maximum information should be conveyed in minimum words. There should not be anything extra or irrelevant. Long and ambiguous expressions, repetitive words and long phrases should be avoided. One word substitution should be used. Business executives are very busy. They don’t have time to go through unnecessary lengthy messages. Conciseness makes the messages more understandable and comprehensible. *People involved in the business are busy, with a number of commercial and administrative duties to attend to. Hence business letter should be concise. A short accurately worded letter saves time for the reader. A concise letter avoids:  Unnecessary repetition of words as in.   Using more words than necessary.  Eliminate Wordy expressions. 3. Consideration- Consideration involves stepping into the shoes of others. The writer should consider the receiver’s viewpoint, mind-set, etc. For this the writer should adopt ‘you attitude’. You attitude does not mean using the word ‘you’ instead of ‘we’ or ‘I’. It means that the receiver must be made to feel important which can be achieved by using ‘you attitude’. Consideration refers to the ‘YOU’ attitude, sympathy, the human touch, and understanding of human nature. Also, consideration means creating every message by reading the reader’s minds; try to put yourself in their place. You are considerate, you do not lose your temper, you do not accuse and you do not charge them without facts. The thoughtful consideration is also called “you-attitude”. For example- instead of writing- Our bank also gives mobile banking and net banking facility to customers. The writer may write- You will also get mobile banking and net banking facility. You should try to visualize your readers desires problems emotions circumstances and possible reactions to your request.  Always Focus on the “You” description instead of “I” and “We”.  Show the audience the benefit or interest in the receiver.  Emphasize positive, pleasant facts.  When you write a letter, you are trying to convince someone to act or react in a positive way. Your reader will respond quickly only if your meaning is crystal clear. Put yourself in the reader’s shoes and write in a friendly and helpful tone. Don’t represent your company as one that cannot make a mistake and must always be in the right. Try not to reply in the normal bland and defensive way of organizations – write a sincere and helpful letter. Show you are interested in the reader’s circumstances. If he or she has mentioned something personal in the letter, refer to it in your reply. This builds a bridge between you and the reader. Read the original letter carefully and see if there is something you can put in your letter to show your interest. 4. Clarity- The content of the letter must be clear and understood by the receiver in the first reading. The ideas expressed must be logically connected. The language should be simple. Long and ambiguous expressions, repetitive words and long phrases should be avoided. Jargon should not be used. Technical terms should be used when absolutely necessary. Clarity demands that the business should be correct and concrete. Getting the meaning from your head to the head of your read accurately is the purpose of clarity. However, it is not simple. We all carry around our own unique interpretations ideas and experiences associated with words.  Proper punctuation makes the writing clear  Choose precise, concrete, and familiar words  Construct effective sentences and paragraphs  Check the accuracy of facts and figures and words  There should be clarity in a business letter. Clarity is lost because of the following reasons:  Using words that are difficult to understand.  Writing illogical sentence structures.  Using words that create ambiguity  Complicated sentences and semantic barriers 5. Concreteness- Concreteness means specific and clear. Writer should use specific facts and figures. There should not be any ambiguity in sentences or words. Communicating concretely means being specific, definite, and vivid rather than vague and general. Often it means using donatives (direct, explicit, often dictionary-based) rather than connotative words (ideas or notions suggested by or associated with a word or phrase). Business writing should be specific definite unambiguous and vivid rather than vague and general. Ex- ‘The College won many medals’. This sentence is not specific and unclear for the receiver. So writer must be specific, eg.- ‘The College won 3 gold, 5 silver and 8 bronze medals’. The following guidelines should help you compose concrete, convincing messages:  Use specific facts and figures.   Put action in your verbs  Choose vivid image-building words. 6. Courtesy- Courtesy is a matter of treating the reader with respect. Every letter should be courteously worded. Polite and convincing words bring positive response from the reader or receiver. Certain polite words, such as ‘I request you’, ‘Please consider it’. ‘It would be very nice of you’, ‘Thank you’, ‘Please take a little trouble’, etc. should be used. Though you are writing a letter to collect dues from your debtor, don’t write, ‘It is unfair on your part to delay payment’, but use courteous words ‘Please don’t delay the payment’ or ‘It would be very nice of you to pay the amount due as soon as possible’.True courtesy involves being aware not only of the perspective of others but also the feelings. Courtesy that stems from a sincere you-attitude. Courtesy is more important and advantageous in business writing than it is in the face-to-face communication or conversation. Courteous messages strengthen present relations and make new friends. It is a goodwill-building measure. It includes the following points:  Answer your mail promptly.  Be sincerely tactful thoughtful and appreciative.  Use expressions that show respect.  Choose nondiscriminatory expressions. 7. Correctness- The letter should be correct in all respects- correct layout, content language, tone and style. Incorrect letter creates a poor impression about the sender. If the content is not correct, the receiver will be confused. The correct language means correct sentence construction, correct spelling and punctuation, correct vocabulary, sincere tone and appropriate style help the receiver to understand the letter properly. At the core of correctness is proper grammar punctuation and spelling. However, a message may be perfect dramatically and mechanically but still insult or lose a customer. The correctness, as applied to business messages, also means the following five characteristics:  Use the correct level of language  Include only facts words and figures  Maintain acceptable writing mechanics  Apply the following qualities   There should be proper grammar punctuation spelling and paragraphing.  A Business letter should be accurate in the information that it communicates. If correct information forms the contents of the letter, it adds to the credibility of both the person who writes a letter and the organization from which the letter originates. Next, the letter should be in the correct format and have a tone and style, which are appropriate to the purposes. It is also important that the letter should not contain errors in Grammar spelling and medium as this would distract from the positive impact that the letter makes on the reader. Further, the appearance and layout should be correct and free of over typing and irregular spacing and erasures Business Letters Business letters are powerful ways to deliver formal or persuasive information, establish permanent records, or send significant, sensitive, or confidential messages. Although e- mail has become the most popular way to exchange written messages, business letters are still a necessary communication tool. You usually write letters to communicate with people  outside of your organization, though you can also use letters to send formal messages to colleagues. Besides the words you write on the page, your letter’s design and format tell your reader about you, your attention to detail, and your level of professionalism. A business letter is a professional communication tool for delivering messages outside of an organization. Although business letters are used less frequently than other communication media such as electronic mail and faxes, when you need to communicate with suppliers, other businesses, and most importantly, customers, a business letter is the most appropriate choice. Business letters start with the date, salutation, have professional content in the body, and end with a signature of the person writing it and/or enclosures. This is a generalized format of different types of business letters. A business letter is a formal written message written in a conventional form for a specific audience to meet a specific need. It is also a form of dialogue, where the writer wants to say something and expects a response to the message. While writing a business letter attention must be paid to the structure, clarity of presentation for which it should be divided into sections and sub-sections. It is easier to write an effective letter while following a systematic writing plan. It is a typical composition process that involves prewriting, writing and post writing. Before starting a business letter, you should always remember to: o Choose the topic according to the issue to be addressed o Consider your audience and the type of content that will suit their profession o Choose a fitting tone o Write a one-line statement of purpose o Stick to the format and mention details o Organize the details o Proofread the draft for simple sentences, proper grammar and punctuation and finish editing The end result should be a clear and understandable business letter which is likely to get the job done. It is needless to say, the biggest advantage of writing is in the fact that all our thoughts can be put to paper, solved for mistakes be it on paper or online, and finally sent to the recipients. How To Write A Business Letter Writing a business letter involves several steps, including selecting the appropriate type of letter, gathering relevant information, organizing the letter, and editing and proofreading the final draft. The following are the steps involved in writing a business letter: o Step 1: Identify the purpose of the letter and determine the appropriate type of letter (e.g., sales letter, complaint letter, request letter). o Step 2: Gather relevant information, including the recipient's name and address, date, and any relevant details about the business transaction or inquiry. o Step 3: Organize the letter into sections, including the date, recipient's address, salutation, body, closing, and signature. o Step 4: Write the business letter using formal language and tone, and be concise and clear in your communication. o Step 5: Edit and proofread the letter for grammar, spelling, and punctuation errors. Importance of Business Letter Business letters are an important tool for maintaining professional relationships and ensuring clear communication between businesses. They are used for a variety of purposes, including sales, marketing, customer service, and administrative tasks. A well-written letter can help to establish credibility, build trust, and strengthen relationships with other businesses and customers. In addition, business letters serve as evidence of a business transaction, agreement, or inquiry. They can be used in legal proceedings and can help to avoid misunderstandings or disputes between businesses. These are also more formal and structured than other types of written communication, such as email or text messages, and are often used for important business matters. Parts of A Business Letter The format of a business letter may vary depending on the specific type of letter and the company's preferences. However, these are the essential parts that should be included in most business letters. Sender’s address: This includes the full name, job title, company name, and address of the sender. It is usually placed at the top of the letter. Date: The date on which the letter was written is usually placed below the sender’s address. Recipient’s address: This includes the full name, job title, company name, and address of the recipient. It is usually placed below the date. Salutation: This is the greeting that starts the letter, such as “Dear Mr./Ms./Dr. [Last Name]”. Subject: The subject is also an important part of a business letter. It os a one-liner about what your letter is about. Body: This is the main part of the business letter that contains the message or content. It should be written in clear, concise, and professional language. Closing: This is the conclusion of the business letter, which includes a closing phrase such as “Sincerely” or “Best regards”. Signature: The letter should be signed by the sender in the space below the closing phrase. Enclosures: If the letter includes any additional documents or materials, they should be listed in the enclosure section. Carbon copy (CC): If the letter is being sent to additional recipients, their names should be listed in the CC section. Tips on Writing Business Letters When writing a business letter, there are several tips to keep in mind to ensure that the letter is effective and professional. Follow the tips given below to write a flawless business letter.: o Identify the purpose of the letter: Be clear about the purpose of the letter and the desired outcome. o Use a professional tone: Use formal language and a professional tone throughout the letter. o Be concise: Keep the business letter short and to the point. o Use clear and specific language: Be clear and specific in the message, and avoid using jargon or technical terms that may not be understood by the recipient in your business letter. o Use correct grammar and spelling: Check for grammar and spelling errors before sending the letter. o Follow the appropriate format: Follow the appropriate format for the type of letter being written. o Proofread the letter: Proofread the letter for errors before sending it. Kinds of Business Letter o Acknowledgment Letters: This type of letters is otherwise known as Letter of Receipt and do not mean anything more than just a confirmation. They are usually written for and are a sign of legal evidence, and do not necessarily mean that the action in question has been started, but the recipient has “acknowledged” that they have an understanding of t o he situation. o Apology Letters: Letters of apology are written to simply say sorry for what has happened in the past, what measures are being taken to solve that issue or what the writ er plans on about the inconvenience occurred. Substantially, these letters say something negative, but with a positive tone. Here the writer accepts their responsibility and shows sincerity about the problem so that the recipient doesn’t feel demoralized o r ignored. o Appreciation Letters: These letters are written by someone of the top management to the lower level to motivate or to express gratefulness. These are also called Thank-You Letters or Letter of Thanks. o Circular Letters: This letter is sent to a small group but has the intention to grab the attention of larger groups. They are an important form of advertisement and promotion. They usually inform about new improvements in a company, about new facilities, or to show if any product or service is on sale. o Complaint Letters: These letters are seen as actual problems and are addressed immediately to rectify the mistakes. These shouldn’t sound like the writer is nagging, but also shouldn’t lose its importance and professionalism if the writer wants to be taken seriously. o Cover Letters: Cover letters usually accompany something more. They are used to describe what comes with them, why, what should be done with it and so on. These types of letters are generally very short. It might be attached with a resume explaining the applicant’s credentials and how it relates to the vacancy in the company. o Follow-Up Letters: Follow-up letters are usually sent after some an initial communication has been made with the writer. This could be the thanking letter for an order requested by a customer, a review of the decisions taken in a meeting or an applicant inquiring about the status of his application. o Inquiry Letter: This type of letters asks direct and detailed questions usually bullet- listed to derive/request information from the recipient. So, they are brief but powerful. They should be answered with accuracy. o Order Letters: A business can write to another business requesting for an order or placing routine or modified buy. An individual can also request a firm and place an order. The model number, name, amount, size, date, location and other specifications are cleared out in the utmost detail in this letter. o Payment Letters: These are collection letters or letters requesting for payment. These act as a reminder to the customer whose payment date is approaching or is due. o Recommendation Letters: This is one of the requirements of the employer who ask for such kind of letters before hiring an employee. They contain the relationship between the applicant and the person whose recommendation is given. This letter is written when an employer plans to leave his job, explaining why and when the employee is leaving. It is usually given to the immediate senior of a worker. o Sales Letters: These letters start with an interesting topic sentence to attract potential customers. These include the benefit that the customer will have from the sale, and often induce direct action by including a mode of communication with the seller, like a telephone number, email address or website link. Cover Letter A cover letter is a crucial component of a job application, typically submitted alongside a resume. It serves as a personal introduction to the employer, offering insights into the applicant's qualifications, skills, and the reasons why they are an ideal fit for the position. The primary purpose of a cover letter is to grab the employer's attention and create a compelling case for why the candidate is the best choice for the job. It allows applicants to showcase their personality, highlight specific achievements, and demonstrate a genuine interest in the company. Components of a Cover Letter Some of the crucial components of a cover letter include:  Contact Information: Include your name, address, phone number, and email address.  Salutation: Address the hiring manager or employer respectfully.  Opening Paragraph: State the position you are applying for and express your enthusiasm for the opportunity.  Body Paragraphs: Highlight relevant skills, experiences, and achievements. Explain how these make you a suitable candidate for the position.  Closing Paragraph: Reiterate your interest in the position, express gratitude for the opportunity, and indicate your desire for an interview.  Complimentary Close: End the letter with a professional closing, such as "Sincerely" or "Best Regards."  Signature: If sending a hard copy, leave space for your handwritten signature. For email applications, a typed name suffices. Letter of Recommendation A letter of recommendation is a document written by someone who can vouch for an individual's qualifications, skills, and character. This letter is often requested during job applications, college admissions, or other situations where a person's abilities need validation. The primary purpose of a recommendation letter is to provide a credible and positive endorsement of an individual. It helps employers or academic institutions gain insights into the candidate's strengths, work ethic, and suitability for the role or program. Components of a Letter of Recommendation The letter of recommendation must include:  Date: Include the date when the letter is written.  Salutation: Address the letter to the recipient professionally.  Introduction: State your relationship with the individual  Body Paragraphs: Provide specific examples of the individual's achievements, skills, and character traits. Use concrete instances to support your claims.  Conclusion: Summarize the key points and offer a strong endorsement.  Contact Information: Include your name, title, organization, and contact details.  Signature: If sending a hard copy, sign the letter by hand. In digital formats, a typed name is acceptable. Interview Follow-up Letter An interview follow-up letter is a professional correspondence sent after a job interview. Its purpose is to express gratitude, reiterate interest in the position, and reinforce the applicant's qualifications. Another purpose of an interview follow-up letter is to leave a positive impression on the interviewer, show appreciation for the opportunity, and maintain a connection with the potential employer. It also allows the applicant to address any additional points or information that may have arisen during the interview. Components of an Interview Follow-up Letter  Contact Information: Include your name, address, phone number, and email.  Salutation: Address the interviewer or hiring manager by name.  Express Gratitude: Begin by thanking the interviewer for the opportunity to interview for the position.  Reiterate Interest: Reaffirm your interest in the role and the company.  Reference Specifics: Mention key points discussed during the interview to demonstrate attentiveness.  Closing: Express hope for further discussions and provide your availability for additional interviews or follow-ups.  Complimentary Close: End the letter with a professional closing, such as "Sincerely" or "Best Regards."  Signature: If sending a hard copy, leave space for your handwritten signature. For email applications, a typed name is sufficient. Sales Letter A sales letter is a persuasive piece of communication designed to promote a product or service. Whether introducing a new offering or convincing potential customers of existing ones, it aims to generate interest, entice the reader, and ultimately drive sales. Components of a Sales Letter  Date   Inside Address  Salutation  Opening  Body  Closing  Postscript (optional)  Signature Resignation Letter A resignation letter is a formal document submitted by an employee to their employer, indicating their decision to terminate their employment. It is a professional courtesy that allows both parties to manage the transition smoothly. The primary purpose of a resignation letter is to officially communicate an employee's decision to leave the company. It provides a written record of the departure date and may express gratitude for the opportunities and experiences gained during the employment period. Resignation Letter Components  Employee's contact information  Date of the letter  Recipient's (employer's) name and company address  Salutation  A clear statement of resignation  Last working day  Expressions of gratitude (optional)  Forward-looking and positive closing Apology Letter An apology letter is a formal communication expressing regret for a mistake, oversight, or any situation that has caused inconvenience or harm to another party. It demonstrates accountability and a commitment to rectify the situation. The purpose of an apology letter is to acknowledge an error, take responsibility, and express sincere regret. It aims to maintain or repair relationships by demonstrating a willingness to make amends and prevent the recurrence of the mistake. Apology Letter Components  Sender's contact information  Date of the letter  Recipient's name and address  Salutation  A clear and sincere apology  Explanation (if necessary)  Steps taken to rectify the situation  Assurance of preventive measures  Closing with expressions of regret and goodwill Job Offer Letter A Job Offer Letter is a formal communication from an employer to a candidate, extending an offer of employment. It marks a pivotal moment in the hiring process, serving as a bridge between the interview phase and the commencement of the professional relationship. The primary purpose of a Job Offer Letter is to communicate the terms and conditions of employment, including the role, compensation, start date, and any relevant details. It sets the tone for the employer-employee relationship and provides clarity to the candidate about the job offer. Job Offer Letter Components 1. Company Letterhead 2. Date 3. Salutation 4. Position Title 5. Job Responsibilities 6. Compensation and Benefits 7. Start Date 8. Conditions of Employment 9. Closing and Signature Invitation Letter An Invitation Letter is a formal request to invite individuals to an event, meeting, or function. It plays a vital role in setting the tone for the occasion and providing essential details for attendance. The primary purpose of an Invitation Letter is to extend a warm and formal invitation to recipients. It includes details such as the event date, time, venue, and any other pertinent information, ensuring clarity and facilitating a positive response. Invitation Letter Components 1. Sender's Information 2. Date 3. Recipient's Information 4. Salutation 5. Purpose of the Invitation 6. Event Details (Date, Time, Venue) 7. RSVP Information 8. Closing and Warm Regards 9. Signature (if applicable) Business Proposal Letter A Business Proposal Letter is a formal document that outlines a specific business idea, project, or collaboration with potential partners, clients, or investors. It serves as an initial introduction, providing essential details to garner interest and support. The primary purpose of a Business Proposal Letter is to persuade the recipient to consider and possibly accept the proposed business venture. It aims to showcase the benefits, feasibility, and potential success of the idea, emphasizing why it's a valuable opportunity. Key Components of a Business Proposal Letter  Salutation  Introduction  Business proposal details  Benefits and advantages  Terms and conditions   Conclusion  Contact information Thank You Letter A Thank-You Letter is a courteous and formal expression of gratitude conveyed to someone for a favor, interview, support, or any other positive interaction. It reflects appreciation and professionalism. The primary purpose of a Thank-You Letter is to express sincere thanks to the recipient. It reinforces a positive impression and demonstrates good manners. In a business context, it is often used after job interviews, meetings, or receiving assistance. Components of a Thank You Letter  Sender's information  Date  Salutation  Specific details about what is being thanked  Expression of gratitude  Closing  Contact information (optional) Collection Letter A Collection Letter is a formal correspondence sent by businesses to remind clients or customers about overdue payments. It serves as a structured approach to encourage debtors to settle outstanding balances promptly. The primary purpose of a Collection Letter is to diplomatically but firmly request payment for goods or services that have not been paid for within the specified timeframe. Components of a Collection Letter  Sender's Information  Date  Recipient's Information  Salutation  Body of the Letter (Reminder of the debt, specific amount due, payment details)  Polite Closing  Contact Information Meeting Request Letter A Meeting Request Letter is a formal communication written to schedule a meeting with a colleague, client, or business associate. It acts as a professional way to propose a gathering for discussion or collaboration. The primary purpose of this letter is to initiate and organize a meeting, specifying the purpose, date, time, and location. Meeting Request Letter Components  Sender's Information  Date  Recipient's Information  Salutation  Body of the Letter (Introduction, purpose of the meeting, proposed date, time, and location)  Request for Confirmation   Polite Closing  Contact Information Employee Recognition Letter An Employee Recognition Letter is a formal document that acknowledges and appreciates an employee's exceptional contributions, achievements, or dedication to their work. It is a positive reinforcement tool used by employers to motivate and retain valuable staff. The primary purpose of an Employee Recognition Letter is to express gratitude, boost morale, and publicly recognize the employee's efforts within the organization. Employee Recognition Letter Components  Sender's Information  Date  Employee's Information  Salutation  Body of the Letter (Acknowledgment of specific achievements, positive impact, or contributions)  Expression of Appreciation  Encouragement for Future Contributions  Polite Closing  Company Logo (optional)  Contact Information Appraisal Letter An Appraisal Letter, also known as a Performance Appraisal Letter, is a formal communication from an employer to an employee, providing feedback on their performance during a specific period. It is a crucial document in the employee appraisal process. The primary purpose of an Appraisal Letter is to evaluate and communicate an employee's strengths, areas for improvement, and overall performance. It often includes discussions about salary increases, promotions, or additional responsibilities. Components of Appraisal Letter  Sender's Information (Company Name, Address)  Date  Employee's Information  Salutation  Opening (Acknowledgment of the appraisal process)  Evaluation of Performance (Strengths, areas for improvement)  Compensation Changes (If applicable)  Future Goals and Expectations  Appreciation for Contributions  Closing Remarks  Contact Information Job Acceptance Letter A Job Acceptance Letter is a formal document written by a candidate to confirm their acceptance of a job offer from an employer. It serves as a professional and courteous way to acknowledge the offer and express enthusiasm for the new position. The primary purpose of a Job Acceptance Letter is to formally accept the job offer, confirming the terms and conditions of employment. It establishes a positive and clear understanding between the employer and the new employee. Components of Job Acceptance Letter  Sender's Information (Candidate's Name, Address)  Date  Employer's Information (Company Name, Address)  Salutation  Grateful Acknowledgment of the Job Offer  Confirmation of Acceptance  Mention of Key Terms (Start date, position, salary, benefits)  Appreciation for the Opportunity  Polite Closing  Contact Information Appreciation Letter An Appreciation Letter is a formal correspondence expressing gratitude, recognition, or acknowledgment towards an individual or entity for their actions, support, or contributions. This type of letter serves to convey sincere appreciation and strengthen professional relationships. The primary purpose of an Appreciation Letter is to show genuine thanks for a specific deed, effort, or support. It can be sent in both professional and personal contexts to express positive sentiments. Components of Appreciation Letter  Sender's Information  Date  Recipient's Information  Salutation  Body of the Letter (Specific mention of what is being appreciated, the impact it had, and the sender's feelings)  Expression of Gratitude  Recognition of Achievements or Contributions  Encouragement for Continued Excellence  Polite Closing  Company Logo (optional)  Contact Information Business Letters Essential Elements 1. Letterhead Most business letters are written on letterhead stationery that includes the company name, street address, telephone and fax numbers, and Web site address. A logo usually identifies the organization. 2. Dateline Start with today’s date. Spell the name of the month and use all four digits in the year. Always use the current date for your letters. Do not pre- or postdate business letters. 3. Inside address The inside address includes basic information about the recipient: name, title, and the organization’s name and mailing address. 4. Salutation A business letter is considered formal communication and should always start with a salutation. This is usually the word dear followed by the reader’s name, as in Dear Ms. Alvarez. 5. Introduction Your first paragraph should directly express the purpose of your letter. Explain why you are writing so that your reader can anticipate and better understand your message. Use a polite and conversational tone. Avoid canned introductory statements. 6. Body The bulk of your letter should contain one or more paragraphs that provide your reader with information, an explanation, or other details related to your message. These paragraphs should all directly support the main idea presented in your introduction. 7. Closing Include a closing paragraph that gracefully concludes the letter. Do not abruptly end a business letter. Instead, end with an expression of goodwill, a polite comment or observation, or a request to take a specific action. 8. Complimentary close and signature End the letter with a complimentary close such as Sincerely, Respectfully, or Cordially. Insert your name four lines below the complimentary close to leave room for your handwritten signature. Using Salutations When you write a business letter, you are establishing an image of yourself and the organization that you represent. Often, your letter is the first contact someone has with you and the impression can be lasting. Starting your business letter with a proper salutation and introduction establishes a friendly tone and helps to make a positive impression on your reader. 1. Salutation format The format Dear Title Name is always correct and should be used in all of your business letters. Use either Mr. or Ms. for the courtesy title, unless you are addressing someone with a formal title such as Dr. or Reverend. 2. Punctuation The punctuation in your salutation signals the intent of your letter. Follow salutations in business correspondence with a colon (:), and follow salutations in personal letters with a comma (,). 3. First names When writing a formal letter, do not include the reader’s first name in the salutation (as in Dear Ms. Louisa Jones or Dear Mr. Carl Roberts). However, if you have a friendly relationship with your recipient, you can use their first name only (as in Dear Bob). 4. Impersonal salutations If you do not know the name of your recipient, use an impersonal salutation, such as the reader’s title (Dear Operations Manager) or the name of their department or unit (Dear Human Resources Department). 5. Titles of rank and honor When writing particularly formal business letters, you might need to include job titles, rank, or titles of honor in your salutation (such as Dear President Cunningham, Dear Dr. Smith, or Dear Ambassador Wharton). Letters sent to political dignitaries can include terms such as Honorable or Excellency. 6. Writing internationally Titles and salutations are taken more seriously in some countries than they are in the U.S. However, the rules for their use vary from place to place and using the wrong form of address can be embarrassing. If you are writing to someone internationally, the safest approach is to use the traditional Dear Title Name salutation and write your letter with a formal tone. Closing Business Letters The way you close your business letters affects your readers’ understanding of your message, their willingness to act on your requests, and their impression of you. Business letters always end with a complimentary close, such as sincerely. Your signature block appears at the end of the business letter and consists of your signature, typed name, and title (if you are writing a formal letter) for a formal business letter. Before sending your response letters to Quest customers, you need to write a closing, insert a complimentary close, and add a signature block. 1. End with a call to action Readers typically scan the last paragraph in your letter to find action requests, deadlines, and activities that you are asking them to complete. Due dates are especially helpful. Remember to be courteous in your requests because people respond more favorably when treated with respect. 2. Express appreciation Express appreciation when asking for something. You can include your appreciation directly in your request, as in “I appreciate your help in completing this report by March 15.” 3. Maintain goodwill If you are not making a specific request, you can close with a positive statement, observation, or desire for a continued relationship. Even when you are writing about a negative subject, try to end your business letter on a positive and professional note. 4. Use a traditional close for formal business letters The most common complimentary close in business correspondence is sincerely. Others are variations on that close, such as sincerely yours. Closings built around the word respectfully typically show deference to your recipient, so use this close only when deference is appropriate. 5. Use a personal close for informal letters For personal or informal letters to friends and acquaintances, you can use complimentary closes such as Cordially, Warm regards, and Best wishes. 6. Insert your position in the signature block In a formal business letter, include your title or job position next to your printed name. A good rule of thumb is to list your position if you also included one for your recipient. 7. Include your company name in the signature block If you are acting as an agent of your company, such as when you submit a proposal or contract, include the company’s full legal name one line below the complimentary close and four lines above your signature. This shows that you are acting on behalf of the company, not individually. 8. Provide additional notations When appropriate, include Enclosure (or Enc) to indicate you are sending material with the letter. Include reference initials if you wrote the letter but someone else typed it. Writing Routine Letters Although you use the block style for formal business letters, you can use a more direct, informal style called the simplified letter format for routine letters sent as mass mail, such as sales letters and announcements sent to customers, shareholders, suppliers, or employees. The simplified letter format omits the salutation, complimentary close, and signature, while focusing on the opening line and the body of the letter. 1. Replace the salutation with a subject line Starting a letter with the subject emphasizes your purpose so readers can immediately anticipate and understand the rest of the letter. 2. State your purpose in the first line Present a clear statement of your offer, request, answer, problem you propose to resolve, or action you are taking. 3. Provide specifics in the body paragraphs In the body paragraphs, explain the details that support your statement of purpose in the first line. These details might provide specifics about your offer or request, list the benefits of your ideas, or provide related facts. Arrange information logically, such as chronologically or from most important topic to least important. Address readers directly as “you,” and focus on how the content of your letter can benefit them. 4. Format the body paragraphs for readability Minimize the use of paragraphs whenever possible. Instead, use numbered or bulleted lists, tables, and graphics to make your letter easier to read. 5. Omit the complimentary close The simplified letter format is not for formal letters and does not require a complimentary close. Instead, you should conclude the letter with your closing paragraph. 6. Forgo the signature A handwritten signature is not required with the simplified style. In many cases, you are sending numerous copies of the letter and signing each one would be impractical. If you are using a colour printer to produce your letters, you have the option of printing your signature in blue ink. Internal Communication Memos Introduction A memorandum is a note or a record for future use. For an organization, it is very important to have an efficient way of communication. It is an intraoffice tool. It has a number of purposes. In simple words, a memorandum is a written message or information from one person or department to another in the same business. It is less formal than a letter. A memorandum is often abbreviated as a memo. Effective memos clearly state the objective in the first sentence. It is one of the most used means of official communication in the business world. Its main purpose is to serve as a reminder or to give some instructions. Like circulars memos are a means of mass communication, i.e. to communicate with a large number of people within the organization. A memo (also known as a memorandum, or "reminder") is used for internal communications regarding procedures or official business within an organization. It is an important means of internal communication used to send information inside an organisation. It is an intraoffice tool. It has a number of purposes. In simple words, a memorandum is a written message or information from one person or department to another in the same business. It is less formal than a letter. It is one of the most used means of official communication in the business world  Unlike an email, a memo is a message you send to a large group of employees, like your entire department or everyone at the company. A memo is a business document that communicates information internally in an organization. Usually, we write a memo for one of the following five reasons i. as a reminder ii. highlight an event or circumstance iii. to recount an event iv. keep an official record of anything v. to pass information or instructions Advantages  Memorandum is quick.  It is a convenient mean of communication.  It is inexpensive. Memos are used within an organization so one can use low-quality paper.  It helps in maintaining written records.  They are a very cost-effective way of mass communication. And their transmission is also very cheap.  Another advantage is its simplicity. They are very simple to write and understand.  Memos tend to be brief and to the point. They also reach a lot of people. So they are very time-saving as well.  They also serve as evidence in case of a dispute  Purpose of Memorandum A person writes a memo with some purposes in mind. It is used  To inform.  To inquire.  One can use it to report.  To give suggestions.  To remind.  One can use it to instruct.  One can promote goodwill using a memo.  To communicate the ideas. A memo’s purpose is often to inform, but it occasionally includes an element of persuasion or call to action. Memos are most appropriately used for internal organizational messages that may be too detailed or too long to be communicated via an email. Memos allow organizations to clearly spell-out for all employees what is going on with a particular issue. If budget cuts are a concern, then it may be wise to send a memo explaining the imminent changes. If a company wants employees to take action, it may also issue a memorandum about that action. In this way, memos often represent the business or organization’s interests. They may also include statements that align business and employee interest, and underscore common ground and benefit ). Memos usually carry nonsensitive and routine information; therefore, most emails will be written using the direct approach. Memos can move in all directions like upward, downward, horizontal. Downward memos are used to communicate to the subordinates in the hierarchy of the organisation. They are primarily used to :  Convey routine information such as new products or services being introduced, new policy changes, introduction of new procedures, new market strategies being followed and so on. Discuss matters relating to personnel practices such as transfers, official instructions, promotions and so on. Seek explanation or clarifications Send feedback and Give instructions In addition, upward memos are sent by subordinates to their superiors. They might convey grievances, complaints, suggestions, findings and recommendations, new ideas problems proposals so on. Horizontal memos are sent to peer groups or to people who are hierarchically equivalent in the organisation. Parts of Memorandum There are mainly five parts of a memorandum. They are Heading Segment The heading segment of a memo has four basic sections. TO: Reader’s names and job titles FROM: sender’s name and job title DATE: Complete date SUBJECT: Reason for writing a memo Opening Segment In this segment, one can find the purpose of the memo. The opening paragraph includes the reason or the motive of writing a memo. It gives a brief overview of the memo. Context It is the event or circumstance of the problem the writer is solving. One should clearly mention the context. Task Segment It is the segment one must include to mention the steps for solving the problem. One must only include the needed information. Do proper planning before writing a memo. Summary Segment If a memo is more than a page, one must include a separate summary segment. It is not necessary for a short memo. It helps the reader to understand the main idea of the memo. Also, it helps to take the required steps. Discussion Segment It is the longest part of a memo. It includes all the details supporting the ideas. Remember to start with general information and then go for more specific one. It includes supporting ideas, facts, and research. Closing Segment Always end your memo with courteous words. Make sure you make the completion of the task in an efficient and easy way. Try to lure the reader to make the positive action. Necessary Attachments One can also attach lists, graphs, tables etc. at the end of a memo. Make a reference for your attachments and add a notation for them.  The format of a Memo Important Points to Remember  Always use a clear and specific subject line.  Do not waste the reader’s time by using lengthy memos. Be clear and concise.  Use the active voice.  Use the first person.  Be formal.  Avoids slangs and friendly words.  One should use a careful and logical arrangement of information.  Keep the paragraphs short.  One can use enumerations for the paragraphs.  One can use solid capitals and center indentation for important details.  Use of bullets to make points.  Always end the memo in courteous words.  Use text fonts and color to attract attention.  Avoid rude and thoughtless memos.  It does not need a complimentary close or a signature.  Proofread the content before sending. Steps of writing a memo 1. Heading: After the name and address of the company (which is on the letterhead) we type the word “Memo’ or ‘Memorandum’ at the top of the page in the center. 2. Recipient: Address the recipients in the correct format, Example -‘ To: All Employees of the Sale Division’ 3. Writer: Write the name of the person writing the memo, Example – ‘From: Mr. ABC, Head of Sales’ 4. Additional Recipients: These are the people who will receive a courtesy copy of the memo. We don’t address the memos to them, but we keep them in the loop. 5. Date: The date of writing the memos is an important detail that one must include. 6. Subject Line: This will give the reader a brief idea about the information in the memos. The line must be brief, precise and to the point. Example – Subject: Meeting of all employees of the Sale Division. 7. The body of a memo: This is where all the information is contained. A formal salutation is not required in a memo. Just relay the necessary information with clarity and precision. The body must not be too long. The ending must restate the issue and end on a positive note. 8. Proofread: Finally, proofread the memo before sending it.  Memorandum Format PDF Example  All text is justifed to the left side of the page. None of the first paragraphs are indented. Business documents use justified left format, while academic format indents the first paragraph.  Text is single spaced between lines.  There is double spacing between paragraphs How to End a Memo Notice that there is no closing signature in a memo, as there would be in a business email or business letter. The best ending for a memo is a clear closing action, stated in the last paragraph. And, be very clear about what you want your reader to know or do after reading the memo, which makes it easy for your reader to respond. Business Memo Template MEMORANDUM TO: FROM: DATE: SUBJECT: I'm writing to inform you that [reason for writing memo]. As our company continues to grow … [evidence or reason to support your opening paragraph]. Please let me know if you have any questions. In the meantime, I'd appreciate your cooperation as [official business information] takes place. Header: In your header, you'll want to clearly label your content "Memorandum" so your readers know exactly they're receiving. Then, you'll want to include "TO", "FROM", "DATE", and "SUBJECT". This information is relevant for providing content, like who you're addressing, and why. Paragraph One: In the first paragraph, you'll want to quickly and clearly state the purpose of your memo. You might begin your sentence with the phrase, "I'm writing to inform you … " or "I'm writing to request... ". A memo is meant to be short, clear, and to-the-point. You'll want to deliver your most critical information upfront, and then use subsequent paragraphs as opportunities to dive into more detail. Paragraph Two: In the second paragraph, you'll want to provide context or supporting evidence. For instance, let's say your memo is informing the company of an internal re-organization. If this is the case, paragraph two should say something like, "As our company continues to grow, we've decided it makes more sense to separate our video production team from our content team. This way, those teams can focus more on their individual goals." Paragraph Three: In the third paragraph, you'll want to include your specific request of each employee -- if you're planning a team outing, this is the space you'd include, "Please RSVP with dietary restrictions," or "Please email me with questions." On the contrary, if you're informing staff of upcoming construction to the building, you might say, "I'd appreciate your cooperation during this time." Even if there isn't any specific action you expect from employees, it's helpful to include how you hope they'll handle the news and whether you expect them to do something in response to the memo. Reports Introduction Business managers, often, are required to write business reports of one sort or another. In fact, such writing can be lucrative and the organizations that do not have the need or budget to hire a full-time manager look for hiring such business executives who can discharge the work on part time basis. Many business reports tend to be dull and turgid and do not have communication balance that they need to have. While writing a business report one can apply the principles of good writing to create a document that communicates the meaning with its underlying spirit and at the same time it needs to be readers’ friendly. Business reports start with some sort of introduction that includes a bit of history and, perhaps, the approach taken to getting the results or items being reported. A complete business report must concentrate on: understanding the readers’ expectations; objectives and specifications for the research report; facts, conclusions, inferences, and judgments; moving data to messages objectively; organizing; using guideposts for clarity; writing clearly; writing user-friendly audit reports; editing and writing concisely Purpose of a Business Report Identifying the Specific Goals and Objectives When it comes to writing a business report, identifying specific goals and objectives is paramount for achieving effective communication and strategic impact. The primary goal is to convey complex information in a clear and organized manner. This includes presenting data, analysis, and recommendations concisely to inform decision-making. Objectives encompass mastering the art of data interpretation, enhancing critical thinking skills, and acquiring the ability to tailor reports to target audiences. Moreover, the goal involves fostering the capacity to analyze market trends, track progress, and communicate insights that drive business growth. By delving into the intricacies of writing a business report, participants aim to sharpen their ability to articulate ideas, influence strategies, and contribute to their organization’s success. Understanding the Target Audience and Stakeholders In the context of writing a business report, comprehending the target audience and stakeholders is a crucial aspect of effective communication. Identifying the specific individuals or groups who will be consuming the report is essential for tailoring the content appropriately. The target audience could range from executives and managers to investors and clients, each with distinct interests and needs. Stakeholders, on the other hand, encompass anyone who has a vested interest in the report’s outcomes – these could be internal teams, regulatory bodies, or even the general public. By understanding the demographics, expectations, and priorities of these stakeholders, the process of writing a business report becomes more strategic. This knowledge enables the author to craft a report that addresses relevant concerns, presents data in a relatable manner, and ultimately drives informed decision-making among the intended readers. How Business Reports Drive Decision-Making The process of writing a business report plays a pivotal role in driving informed decision- making within organizations. Through meticulous analysis, data interpretation, and concise presentation, business reports provide the necessary insights for executives, managers, and stakeholders to make strategic choices. By compiling relevant information on market trends, financial performance, and operational metrics, these reports offer a comprehensive view of the current business landscape. This data-driven approach empowers decision-makers to identify opportunities, address challenges, and formulate effective strategies. Additionally, writing a business report fosters transparency and accountability by showcasing the rationale behind decisions. As decision-makers delve into the insights presented in the report, they gain a deeper understanding of potential risks, growth prospects, and areas needing improvement. Ultimately, mastering the art of writing a business report serves as a catalyst for informed decision-making, steering organizations towards success and sustainable growth. Types of Business Reports A report is a ‘basic management tool used in decision-making’. Hence, it is extremely important for business executives. In a one-man business, the functions of reporting and decision-making are combined in one man-the proprietor. He knows his business inside out and is capable of making on-the-spot decisions. Therefore, he does not need any reports. But, large-scale organizations are engaged in multifarious activities, which are being handled by different departments. Their top executives cannot keep a personal watch over all these activities. So, they have to base their decisions on the reports they get from the heads of various departments. For large organizations, reports are just indispensable. A report carries information from someone who has it someone who needs it. A report; is a basic management tool used in decision-making. We can classify business reports in various ways. On the basis of legal formalities: 1. Informal reports: An informal report is usually in the form of a person-to-person communication. It may range from a short, almost fragmentary statement of facts on a single page, to a more developed presentation taking several pages. An informal report is usually submitted in the form of a letter or a memorandum. 2. Formal reports: A formal report is one, which is prepared in a prescribed form and is presented according to an established procedure to a prescribed authority. Formal reports can be statutory or non-statutory: A report prepared and presented according to the form and procedure laid down by law is called a statutory report. Reports submitted at the Statutory Meeting of Shareholders, Directors’ Report to the Annual General Meeting, Annual Return, Auditors’ Report are statutory reports. Formal reports which are not required under any law but which are prepared to help the management in framing policies or taking other important decisions are called non-statutory reports. On the basis of the frequency of issue: 1. Periodic or Routine reports: These types of reports are prepared and presented at regular, prescribed intervals in the usual routine of business. They may be submitted annually, semi-annually, quarterly, monthly, fortnightly, weekly or even daily. Generally, such reports contain a mere statement of facts, in detail or in summarized from, without an opinion or recommendation. Branch Managers of banks submit periodic reports to the Head Office on the quantum of business transacted during a particular period. 2. Special reports: These reports are related to a single occasion or situation. Reports on the desirability of opening a new branch or on the unrest among staff in a particular branch are special reports. Special reports deal with non-recurrent problems. On the basis of function: If a report merely presents facts pertinent to an issue or a situation, it is informative. On the other hand, if it analyses the facts, draws conclusions and makes recommendations, it may be described as analytical, interpretative, or investigative. If a report presents production figures in a particular period, it is informative. But, if it goes into the causes of lower production in that period, it becomes analytical, interpretative or investigative. On the basis of the nature of the subject dealt with: We can have a (1) problem-determining report, or (2) fact-finding report, or (3) performance, or (4) technical report, etc. In a problem-determining report, we try to determining the causes underlying a problem or to ascertain whether the problem actually exists. In a technical report, we present data on a specialized subject, with or without comments. On the basis of the number of persons entrusted with the drafting of reports: We can have (1) reports by individuals, and (2) reports by committees or sub-committees. Reports submitted by the Branch Manager, Personnel Manager, Marketing Manager, the Company Secretary, The Auditor, the Solicitor, etc., are reports by individuals. These reports are naturally related to the work in their own departments. Sometimes reports are needed on subjects that concern more than one department, or they are so important that it is thought advisable to associate more than one person with them. In such cases, committees or sub-committees are formed to prepare reports. These reports are formal in style and impersonal in tone and are prepared after a careful and cautious deliberation of the members. Research Proposals and Report: Because research is a cost to the organization in terms of personnel time and monetary expenses, superiors want to know, what they will gain in return for expending these resources. Thus, a research proposal is a structured presentation of what you plan to do in research, why you plan to conduct the research, and how you plan to accomplish it. The proposal gives those concerned with your research effect on opportunity to evaluate your research approach. Every step of your proposal should be developed with extreme care. Once it has been accepted, any substantive changes you may wish to make must receive prior approval. Research proposal formats vary depending upon the desires and needs of those who will appraise your work. It includes the following sections: Heading: Provide a neutral, descriptive title for your project, being careful not to promise more than you can deliver. Include as a subtitle “A Research Proposal,” your name, and the submission date. The subtitle (but not the title) may be omitted from this page if you include a separate title page that includes this information. Introduction: Establish a definite need for your study. Include here the background information about the problem, explaining enough to establish a situation and to orient the reader. For credibility, include any information from published sources that help to establish a need for your project. (More complex research proposal may contain a separate “Review of Literature” section, which would then immediately precede the “Procedures” section.) Problem: On the basis of what you said in the previous section, a problem needs answering. Introduce the problem statement and then, using neutral language, state in question form the specific problem to be investigated (avoid yes-or-no questions because your problem is probably more complex than that). Then introduce the sub-problems, listing them in logical order. Taken together, the answers to your sub-problems must provide a complete and accurate answer to your problem statement. Scope: The scope of the problem describes the boundaries you have established for your research problem. It may rely on geographical boundaries, a segment of a universe, a time period, or any combination of these. The scope (also called “delimitations”) indicates those parts of the topic that normally might be considered a part of such a study but that you do not wish to include in your study. Your report title and problem statement must reflect any major delimitations imposed on your study. If you are using any terms in your study that may be subject to different interpretations or that may be unfamiliar to the reader, define them here. Procedures: Explain how you will conduct your investigation. Describe your sources of data and methods of collection. To ensure that adequate data is available to answer your problem, you should have identified most of your secondary sources prior to writing your proposal. Likewise, you should be certain that people whose help is needed for your study are available and willing to cooperate. Regardless of how you organize this section, plan your procedures carefully and present them in such a way that the reader has confidence that they will enable you to provide an accurate and complete answer to your problem statement. Conclusion: Do not leave the reader hanging by ending your report abruptly. Include an appropriate ending paragraph that provides a sense of closure for your research proposal. Reference: Include here the published sources (including Internet citations) to which you actually referred in your proposal in your proposal. The author/year style of citation is typical for business reports, but you should use the citation style preferred by your reader or organization. (If your list of sources is extensive, begin the list on a separate page – as would be done in the final research report.) Characteristics of a Good Report Precision: In a good report, the writer is very clear about the exact purpose of writing it. His investigation, analysis and recommendations are directed by this central purpose. Precision gives a kind of unity and coherence to the report and makes it a valuable document. Accuracy of facts: The scientific accuracy of facts is very essential to a good report. Since reports, invariable lead to decision-making, inaccurate facts may lend to disastrous decisions. Relevance: The facts presented in a report should be not only accurate but relevant also. While it is essential that every fact included in a report has a bearing on the central purpose, it is equally essential to see that nothing relevant has escaped inclusion. Irrelevant facts make a report confusing; exclusion of relevant facts renders it incomplete and likely to mislead. Reader-orientation: A good report is always reader-oriented. While drafting a report, it is necessary to keep in mind the person(s) who is (are) going to read it. A report meant for the layman will be different from another meant for technical experts. Objectivity of recommendations: If recommendations are made at the end of a report, they must be impartial and objective. They should come as a logical conclusions to investigation and analysis. They must not reveal any self-interest on the part of the writer. Simple and unambiguous: A good report is written in a simple, unambiguous language. It is a kind of scientific document of practical utility. Hence it should be free from various forms of poetic embellishment-like figures of speech. Clarity: A good report is clear as clarity depends on proper arrangement of facts. The report writer must proceed systematically. He should make his purpose clear, define his sources, state his findings and finally make necessary recommendations. He should divide his report into short paragraphs giving them headings, and insert other suitable signposts to achieve greater clarity. Brevity: A report should be brief. It is difficult to define brevity in absolute terms, nor can brevity be laid down as a rule. All that can be said is that a good report is as brief as possible. Brevity should not be achieved at the cost of clarity. Nor should it be at the cost of completeness. Sometimes the problem being investigated is of such importance that it calls for a detailed discussion of facts. Then this discussion should not be evaded. Brevity in report is the kind of brevity one recommends for a précis. Include everything significant and yet be brief. Grammatical accuracy: The grammatical accuracy of language in the characteristics of a good report is of fundamental importance. It is one of the basic requisites of good report as of any other piece of composition. Who is going to read a report if its language is faulty? Besides, faulty construction of sentences makes the meaning obscure and ambiguous. Selecting a suitable type of report: Before a writer undertakes to prepare a report, he must consider the following points: What kind of report is requested or expected? How much time has been allowed to prepare the report? What is the purpose of the report? What exactly is to be examined? What facts are to be furnished? For whom is the report meant? 1. The reporter may have been instructed to prepare a specific kind of report or three may be precedents to follow. But, in majority of instances he will have to decide for himself whether he is to prepare an informal or a formal report, or if it is a formal report, whether it is a statutory or non-statutory report. It is important that a reporter, right in the beginning, is clear about the lines along which he is to plan the content, form and style of the report. 2. The length of time the writer has been allowed to prepare the report can give him valuable guidance of the type of report expected. An informal report highlighting some important aspect of a problem may be acceptable if the time is short. 3. The purpose of a report is perhaps the most important factor to bear in mind before deciding the type of report needed. If the writer has been asked to prepare a report on whether his company should set up a new branch that involves considerable initial expenditure or on advisability of merging into or collaborating with another company, these are matters of vital importance and they need very carefully written formal reports. 4. Just as it is important to keep in mind the purpose of the report, it is also important to be constantly be aware of what exactly is to be examined, to be studied. Such an awareness will eliminate much redundant labour, at the same time it will help in the inclusion of all that is pertinent to a problem and will help in making the report a document complete in all respects. 5. While studying the old file of the company or conducting a market survey, the proprietor is likely to come across a number of interesting facts that appear to be relevant but in reality are not. The temptation to include them in the report will have to be resisted. 6. The last point to be kept in mind is: who is going to read the report? If the report is going to the Research Director, it ought to contain a detailed, step-by step account of the investigations carried out, along with detailed, minutely described findings. On the other hand, if the report is going to the Managing Director, whom you know has implicit faith in you and is more interested in your recommendations, it is these recommendations, which will have to be emphasized both in the beginning and at the end. Preparing a report: Once you are clear about the purpose of writing a report, the persons for whom it is meant, the facts to be examined and the facts to be included, and the time at your disposal, and know what in the report you are going to write, it is time to start the work. The following five steps are suggested to write a report. 1. Investigating the sources of information: Investigating the sources of information is a kind of spadework. It is to be done right in the beginning. The extent of investigation will of course, depend on the length and importance of the report. Major sources of information are: company files, personal observation, interviews, letters, questionnaires, and library research. Most of the relevant information is already contained in the old files of the Company. Sometimes there are precedents, and old findings and recommendations may be of considerable help. So, it is very important to go through the old files of the Company. Declining sales or rising cost of production are recurring phenomena. And their causes are also usually similar. In these cases, old files may be containing some valuable information. In reports on a fire accident or on the progress of a project, personal observation will be great help. It needs on the spot enquiry to ascertain the cause of a fire or to find out why the work of installing a new plant is going on rather slowly. Complaints from customers about unsatisfactory service being provided by a branch might necessitate interviews. Interviews with the members of the staff may also be of some help. These interviews should be carefully recorded, clearly indicating the persons interviewed and the time and place of the interview. Sometimes, instead of holding personal interviews, litters may be written to different people. When a large number of people are to be contacted, the only practical method is to make use of questionnaires. Such questionnaires are often prepared by large business houses to ascertain the popularity of their products or to find out the possibility of introducing some new products into the market. Questionnaires should never be lengthy. Questions should be prepared in such a way that they do not call for writing lengthy answers. Questions that just require ticking off one of the many alternatives suggested are the best. If the results of the questionnaire are incorporated in the report, a copy of the questionnaire should also be included. In reports on subjects of general nature, library research may be found useful. This includes reference to standard reference books and past as well as current issues of newspapers, trade publications and magazines. 2. Taking notes: In the course of investigations, the writer keeps on taking notes of anything that appears to be related to the subject. Then there is no time to analyze them and determine how they will be of help in the final report. But, as the writer deeps turning them in his mind over and over again, a kind of patter starts emerging and he begins to be clear about what is relevant and what is not. It is a very general kind of pattern but it gives the writer at least a starting point. 3. Analyzing the data: Now is the time to analyse the collected data in the light of the pattern that has evolved. A lot of data will have to be rejected while a need might be felt to collect more data. The final pattern will emerge at this stage. The writer should never hurry through this stage, since this is the most important stage in writing a report. 4. Making an outline: Once the final pattern of the report has taken shape in the writer’s mind he should prepare an outline to write the report. In an outline the problem is stated, the facts are recorded, they are briefly analyzed, and the logical conclusion is arrived at. An outline is not essential, but it should be found extremely helpful in writing a systematic report. 5. Writing the report: The last stage is that of writing the report. It will need a constant shuttling between the outline and the notes. First, a rough draft of the report is prepared. Then it is revised, pruned and polished. If the writer has some more time at his disposal, he will find it advantageous to come back to his rough draft after, say, a couple of days. This short interval will make his revision work meaningful. The writer should also be careful that he langrage of the report is simple, unambiguous and free from grammatical errors. It is now time to type it out in a proper form and submit it. Structures of Business Reports Business reports are used extensively in organizations, and it is valuable for any executive to develop an effective report writing style. Business reports come in many forms, from lengthy formal reports to the shorter variations used within departments. Therefore, the writing style should reflect the nature of the report content. A report can be organized in three ways: Letter form; Memorandum form; and Letter text combination form. 1. Letter form: In the case of brief, informal reports, the arrangement followed in business letter is adopted. Its main parts are heading or the title, date, address, salutation, the body, complimentary close, and signature. It is usually written in the first person- I or we. The body of the letter can be further divided into the following parts: a. Introduction: The introductory paragraphs present the terms of reference and the subject of study. Here the writer states the problem confronting him in the light of the terms of reference and the relevant circumstances. b. Findings: The next few paragraphs present the finding of the investigation. c. Recommendations: Recommendations that logically follow the findings are given in the last paragraph of the body. 2. Memorandum form: Adopting the memorandum form is a simpler way of presenting the report, since here the formalities of the letterform are done away with. The data is mentioned at the top. It is followed by the name of the person to whom the report. Next follows the actual text and the conclusion. As in the letterform, the text of the report is divided into paragraphs with headings and sub-headings. Large business houses have different types of printed forms to send reports. This simplifies the procedure and ensures uniformity of style. 3. Letter-text combination form. Long reports are usually written in the letter –text combination form. Structure of Formal Reports In general, long formal reports follow a recognized structure, made up of a tile page, table of contents, executive summary, and introduction section, the main body of the report, conclusions section, recommendations and appendices. Title Page: The title page, as its name suggests, identifies the report, so that it can be distributed to those individuals who are authorized to receive it. The title page should also contain sufficient information to enable the report to be retrieved easily once it is in storage. This page should be attractively laid out, as it is the first page that the reader see’s, and first impressions are important! Table of Contents: The table of contents lists the main sections or chapters that appear in the report and the page number for each. Executive Summary: The executive summary plays an important role in the business report. Its function is to provide busy individuals with an overview of the report contents. Therefore, the summary should be interesting enough to encourage the executive to return to the report when he/she is less busy! The normal length of the summary is between 350 – 550 words, and the summary should contain the objective(s) of the report, main findings, conclusions or recommendations. However, some extensive reports concentrate on presenting an overview of the conclusions or recommendations. Introduction Section: The introduction should set out the aims and objectives of the report and provide background information about the matter being investigated or discussed. In addition, the author(s) of the report should explain how the data presented in the report has been gathered, and how the report itself is structured. Main Body of Report: This section presents the main findings concerning the report’s subject matter. These findings should be laid out in a clear and logical fashion, so that it is easy for the reader to follow the author(s) train of thought. It is usual to put the most important findings at the beginning of the section. It is important to use a system of headings, sub-headings and numbers to break large chunks of text down into smaller paragraphs. Conclusions Section: In the section, the main findings are assessed. Any conclusions presented should be fair and unbiased, and should not be used as a means of highlighting the author’s subjective opinions. Recommendations: Recommendations for further action should only be made when the specific aims of the report, or terms of reference, dictate that recommendations be provided in the final report. Any recommendations made should be presented in order of importance and be written in a very precise manner, so that the readers are clear about the author’s intentions. Bibliography: If the report is based on extensive research, the works consulted by the writer are given in the bibliography. The bibliography may also include works recommended for further study Appendices: There are times when large amounts of data or statistics cannot be easily inserted into the main findings. Therefore, this information can be placed in an appendix at the end of the report. Clear references should be made to the appendix in the main body of the report. This approach is very valuable where several long tables of data must be contained in the report. Glossary: It is the list of technical words used in the reports and their explanations. Whether these words are to be given in the beginning or the end or in footnotes is entirely a matter of the writer’s choice. Besides, whether the glossary is needed al all depends upon who is going to read the report. If it is going to be read by knowledgeable people who are already familiar with the terms, there is no need to include the glossary in the report. Signature: A report must be dated and signed by the person(s) who has (have) submitted it. In the case of a report prepared by a committee or a sub-committee, if it is very important, all the members may sign it, otherwise the signature of the Chairman will suffice. If the report is not unanimous, it may be signed only be the assenting members. The dissenting members may submit a separate minority report or they may sign the majority report with a note of dissent Finally, it is wise to proof-read the report before it is printed to ensure that there are no spelling errors, and that the page numbers indicated in the table of contents match exactly the pages on which headings appear in the report. Business Proposal What is a proposal? Proposals are persuasive documents intended to initiate a project and get the reader to authorize a course of action proposed in the document. A proposal indicates the direction of a future action. Any action begins with an idea. The idea develops into a plan of action. The plan needs to be elaborated upon. The prospects and consequences of the plan need to be visualized. If the plan shows promise of being executed, then it needs to be written down with the costs worked out. This document is called a proposal. The requesting body receives multiple proposals responding to their request, reviews the submitted proposals, and chooses the best one(s) to go forward. The proposal is scrutinized by colleagues, superiors or authorities within an organization or by outside clients and approved or rejected based on its viability and financial implications. Types of Proposals: Written proposals form the basis for projects undertaken by an institution, organization, or a business firm. They serve as blueprints for projects and sources of reference during and after the execution of projects. Oral presentations of proposals are also made before a select audience, especially if the project is undertaken for an outside client. A proposal can be in the form of a short letter or a long document with supporting graphics and visuals. Any activity or project undertaken in a business organization needs to be formalized and documented. Before launching a project, all aspects involved in it will have to be visualized in order to arrive at the benefits that will accrue from it. This is documented in a proposal. If the proposal is viable, then the project is undertaken. After the completion of the project, a report is submitted. The report will indicate the success of the project and whether the objectives stated in the proposal have been achieved or not. Reports become the basis for future proposals. Proposals and reports are thus integral to the functioning of any organization. A business proposal is an unsolicited or solicited bid for business. There are two types of business proposals that can help you get more business to develop your company. Types of business proposals: Solicited Business Proposal: A corporation or a government body asks for a business proposal from different companies to fulfill a project or complete a task and allows these companies to bid for the project. An open bid is placed on the market with other companies competing for an interview spot. The winning candidate is offered the project. Unsolicited Business Proposal: At some point, your small business may want to do business with a larger company or forge a joint venture.  A well-written business proposal can win the hearts and minds of your target audience. What's the Difference Between Solicited and Unsolicited Proposals? A solicited proposal is when the customer asks for a proposal while an unsolicited proposal is when you send them a proposal, they haven’t even asked for but which is important to develop your business. Solicited proposals are usually sent to customers who issue a “Request for Proposal” or RFP. When a customer wants something that is too complicated to pick up at the store or order from a vendor, they often write down a description of it and issue it as an RFP. A solicited proposal provides you with a description of what the customer wants. Many also provide you with formatting instructions for your proposal and the evaluation criteria that will be used to make a selection. Sometimes you will make a suggestion to a potential customer and they will ask you to submit a proposal so that they can consider your suggestion. This counts as a solicited proposal because they are expecting it and you have a chance to talk to the customer and gain an understanding of their needs. An unsolicited proposal is sent to a customer who has not requested it. Unsolicited proposals must be especially convincing since the customer has not anticipated, planned, or budgeted for the proposal. With an unsolicited proposal you run the risk that the customer won't even bother to read it, since they didn't ask for it. However, the lack of competitive pressure in an unsolicited proposal often makes up for the risk. Length of business proposals In the business world you need to make different kinds of business proposals for various reasons. It is the length of the proposal which determines its size. Aproposal written by one person is generally short whereas a long proposal may have several (6 to 7) authors. Given below are some basic differences between a short proposal and a long proposal. Purpose of business proposal The purpose of a business proposal is to win a new project, often with a new client where there isn’t an established business relationship. Leveraging advanced proposal software in the creation of your proposal becomes crucial in this competitive landscape. A business’s proposal is often in competition with proposals from competitors. So the purpose of a proposal is also to differentiate you from your competition and demonstrate the value you’ll provide the prospective client. Value could include demonstrating how you’ll save your prospective client time or money or even help them make more money. Often testimonials and examples of past projects are included to showcase your reputation and what your business is capable of doing. This type of proof helps build trust with your potential client. Common section in proposals Structure of a business proposal A long business proposal contains these elements: cover letter: A Cover letter is a document which is addressed to the client and also states the purpose of the proposal. In a business proposal the cover letter indicates the solutions you will provide which will benefit the company. It should also include the proposal title, name of the representative together with the designation, date and signature. Title page (title, name of representative & designation with a signature, and date) : The title page includes the title of the proposal, name of the person or company to whom the proposal is being submitted, the person submitting the proposal and the date of submission. If organisations specify requirement of more information on the title page it should also be included Executive summary: It is one of the most important parts of a proposal. It consists of the summary of the basic objectives of the proposal, the methodology to be followed, the time span of the project etc. Both long and short proposals need to have an executive summary.  Table of contents & list of figures: Table of contents and list of figures It includes organised list of sections of the proposal and is generally found in long proposals. Short proposals do not require this. Introduction: The purpose of the proposal is stated in the introduction. The introduction mentions that you have understood the problem and know how to tackle the problem. A long proposal also includes the list of individuals who would be associated with the project together with a brief resume of each individual. Some short proposals also include this kind of a list. It is generally stated in an infinitive form such as:  To bid for ……..  To recommend……  To supply… Background: In short proposals the background can be omitted, but in long proposals it is pertinent to give the background of the individuals or company preparing the proposal. It mentions the previous work completed by the person/company on similar or identical projects, evaluation of related projects and a statement on how the earlier projects undertaken were similar and how it will facilitate/ help in the completion of this project Procedures: It briefly states the plans which meet the needs of the client. Further it also describes how the work will be undertaken including implementation of the schedule and the services to be provided to the organisation. Equipment and facilities: It discusses the facilities required for the project and the equipment needed to carry on the project smoothly. Management plan: Management plan It describes the actual functioning of the project. It indicates the number of people who will be involved, time bound schedules and utilization of resources. It also includes details of the budget and its rationale. Appendices: Appendices It includes visuals, maps, letters of recommendation and endorsements.