Business Services Training

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1 Business Services Training Unit of Competency Write Complex Documents Office 2010 BSBWRT401A Unit Descriptor This unit describes the performance outcomes, skills and knowledge required to plan documents, draft text, prepare final text and produce documents of some complexity. Employability Skills The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying Employability Skills requirements. Pre-requisite Units Nil Application of the Unit This unit applies to individuals who work in a range of business environments and are skilled in the creation of reports, information, and general promotion documents that are more complex than basic correspondence, memos, or forms and that require review and analysis of a range of information sources. Competency Field No sector assigned

2 Write Complex Documents Office 2010 This book supports BSBWRT401A Write Complex Documents in the Business Services Training Package. Copyright Loris Hansford, December 2008, February 2011 Author: Loris Hansford Editor: Software Publications Editing Team ISBN Disclaimer All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, scanning, recording, or any information storage and retrieval system, without permission in writing from either Christine Kent or the publisher, Software Publications Pty Ltd. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this book, the publisher and the authors assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein. These learning materials have been prepared for use as part of a structured vocational education and training course and should only be used within that context. The information contained herein was correct at the time of preparation. Legislation and case law is subject to change and readers need to inform themselves of the current law at the time of reading. Publishers Software Publications Pty Ltd (ABN ) Head office Sydney Unit 10, 171 Gibbes Street Chatswood NSW 2067 Phone: (02) Fax (02) Australia Toll Free Numbers Phone: Fax: Web address Published and printed in Australia

3 Determine the purposes of documents Plan Documents 1.1 Determine the purposes of documents Background/Introduction Welcome to the competency, Write Complex Documents. This workbook covers the planning, drafting, editing and producing of more complex business documents including reports, information and general promotional documents, requiring review and analysis of a range of information sources. Written communication is a constant in all organisations, regardless of the type of organization. Workplace documents can be produced in many formats from short memos, letters, facsimiles and s to more complex documents such as detailed letters, business, financial and technical reports, instruction/procedure manuals, leaflets and brochures, PowerPoint presentations and Web pages. The advantages of written organisational communication include: relaying complex information in a clear and appropriate format sending an identical message to any number of people simultaneously using graphics and other material to consolidate the text content confirming the content of oral messages establishing proof of the message and content providing a permanent record permitting recipients to read the document at their convenience. Irrespective of the type of document you are writing, the meaning of your message must be clear. Criticism of poorly worded business documentation is increasing as, ultimately, messages where the meaning is easily understood saves an organization time, money and sometimes, in our litigious society, embarrassing and preventable legal action. An effective message, no matter how complex the information being communicated: expresses its purpose clearly uses an appropriate language and tone is well organised and presented and is easily understood Page 2 BSBWRT401A Write Complex Documents

4 Plan Documents Determine the purposes of documents Ineffective messages are difficult for the reader to understand as the purpose is not clear; the language and tone might be inappropriate; errors may have been made in punctuation, spelling, grammar, and style; information may be poorly presented; or incorrect format may have been used. An important point to remember is that written communication sends both verbal and nonverbal messages - the verbal message through the actual words used and the nonverbal message through the tone (the choice of words) and the presentation (the layout and the accuracy of the content). Written communication lacks the personal approach of face to face communication as well as instant feedback. Careful planning and applying appropriate writing techniques significantly enhances the effectiveness of written communication. Planning your Writing The essence of good business writing is good planning. Every time you write you need to make sure you understand the purpose of your writing. Ask yourself what you want to achieve. Points that you need to be clear about: who you are writing to (your reader/s) why you are writing (your purpose) what you need to say (your message) Defining Your Readers Your readers can be classified as either internal or external customers of your organisation. Your internal customers might be subordinates, colleagues, senior executives or members of the board of directors. Your external customers could be clients, prospective clients, shareholders, competitors, government departments, professional organisations or the general public. By identifying the category of reader, you can then consider: their relationship with you are they a prospective client? subordinate? government agency? their previous experience and knowledge of the topic - how much do they already know? their level of understanding are there any language or other communication barriers? the number of readers one person, a small group or a mass audience? This knowledge is essential as it impacts on the way you write your message. The content of your message must be appropriate to your readers to ensure its effectiveness in meeting their needs. BSBWRT401A Write Complex Documents Page 3

5 Determine the purposes of documents Plan Documents Identifying Your Purpose The purpose of your writing is the next critical consideration. Do you need to: persuade people to take action influence attitudes, opinions and beliefs present an argument or a proposal meet legal requirements propose recommendations or options provide information to meet the knowledge needs of an audience make a complaint or refuse a request give good news provide step-by-step instructions convey research findings respond to specific criteria, or perhaps record organisational policies and procedures? Each of these writing tasks can be grouped under one of three universal purposes for writing in the workplace: to persuade to inform to describe Reports, submissions and tender documents are some examples of writing to persuade; s, letters, publications, and Web sites are some examples of writing to inform; and instructions and procedures are some examples of writing to describe. The purpose for writing will directly influence the content, selection and sequencing of that content. It will assist you in deciding what information is relevant and what should be omitted. It will also guide you in choosing the correct tone for your writing. Page 4 BSBWRT401A Write Complex Documents

6 Plan Documents Determine the purposes of documents Determining Your Message The next step in the planning process is determining what your readers need to know. This will depend on the type of message as well as other factors including whether the message is original or a response to a previous message. For example, a short to all staff confirming the date and time of the next staff meeting will require considerably less planning and research than a submission to the organisation s CEO recommending an upgrade of the company s software; or a response to specific criteria in a tender application for a valuable contract. To determine the content of your message you need to organise your thoughts. Consider these aspects: who when where why how and then what? The two principal research techniques used to gather workplace information relevant to your message are: discussions or meetings with colleagues, staff members of other teams, consultative committees, experts within the organisation, line managers, management, and accessing previous documentation such as company files, documents, reports, minutes of meetings. It may sometimes be necessary to access information from people and resources external to the organisation. The Australian Bureau of Statistics, for example, is able to provide topical statistics on a diverse range of issues. The Internet is another external source which can provide useful information but ensure that web information is from an authentic and authorised source. When you have defined your readers and identified your purpose, your next consideration will be the format and means you are going to use to send your message. These are critical steps in the planning process. BSBWRT401A Write Complex Documents Page 5