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Writing Routine Letters,

Memos and Emails
CHAPTER

LEARNING OUTCOMES
After completing this chapter, you should be able to do the following:

8.1 Decide what information needs to be

included in routine
messages and
what should be
left out
8.2 Compose subject
lines that provide
an accurate
description of the

contents of a
message
8.3 Structure routine
messages to begin
with a key idea followed by necessary
supporting details
8.4 Format email messages, letters, and
memos to follow

standard business
conventions
8.5 Write clear, courteous email messages that are sent
only to the appropriate readers

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THE COST OF COMMUNICATION

An article in the Globe and Mail estimated that if a $40 000-a-year employee
spent two hours a day reading and writing email, the annual cost would be
$9000. The writer noted that both the $40 000 salary and the two daily hours
spent communicating were probably conservative examples.1 Communication is expensive.
The cost of communication is undeniable, but it is an expense that most
businesses consider worthwhile. What is more, good communication skills
can provide a valuable boost to your career. An article in the journal
Supervision described how one mans career progressed over five years from
a low-level supervisory job in the computer department to a management
position that paid three times his original salary. The author attributed this
meteoric rise to the mans carefully prepared presentations, which improved
his image as a resident communicator and earned him a reputation as the
department problem solver.2
The era we live in is often called the Information Age, largely because the
explosive growth in computers has made information a valuable product and
communication a useful tool. The cost of communication comes both from
the 25 percent of their day3 that people devote to managing their written
communications and from the supporting infrastructure: hardware, software, networks, printers, and paper.
Learning how to fine-tune routine communicationsletters, memos,
and emailscan be invaluable to your career.

ISSUES
in Communication
The Dream of the
Paperless Office

The dream of the paperless office

was around long before the first
computer was introduced. More
than a century ago, inventor
Thomas Edison predicted that his
phonograph would allow office
workers to record their words

instead of writing them down on

paper.4 The phonograph went on to
achieve success as an entertainment device, but it was never considered a practical tool for the
office. For most types of office communication, reading is faster and
more efficient than listening.
During the 1970s, the increased use of computer technology
gave rise to numerous predictions
about the declining role of paper in
the modern office.5 Such predictions have a logical basis. Paper is
expensive to produce, bulky to
store, and awkward to transport.

Nevertheless, such predictions have

not become reality.

PROLIFERATION
OF PRINTING
Paper is not disappearing. Walk
into any office in the country and
you will see numerous printers,
photocopiers, filing cabinets, staplers, and all the other tools used
to process paper. Our volume of
paper use has not declined either.
World office paper consumption
almost doubled between 1980 and
1998.6

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172 Part 2 Routine Communications

others.
e more than
m
so
in
e
ic
ost every off
sight in alm
n
o
m
m
co
a
s
Paper remain

TAKE IT FURTHER
With computers, the internet,
and email, people are now reading
and writing more at work than ever
before. A study conducted for Lexmark
found that 40 percent of workers in
small- to medium-sized businesses
print correspondence that is received
electronically. Two-thirds of all information created is printed at some
point.7

Covering the Country in Paper

In 2003, Canadians consumed 91.4 kilograms of paper per person. This is almost
20 000 pages for each person, enough to
cover an Olympic swimming pool.8
Canada is one of the worlds leading
producers of paper, yet the paper industry is in trouble. Should people be
increasing their use of paper products
to support the industry?

People often prefer paper when

composing, editing, and reviewing
documents because it allows them
to pencil in quick comments and
annotations. People also often
prefer to deliver paper copies of
completed reports, partly because
of the increased feelings of security
that come with a tangible product,
and partly so that they can answer

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Chapter 8 Writing Routine Letters, Memos and Emails

questions and maintain a more

personal relationship with their
readers.9
The rising consumption of paper
does not mean that people and
organizations are rebelling against
electronic information. Far from it.
Businesses are bypassing paper for
many routine transactions. More and
more employers pay their employees
through electronic direct deposits
rather than the pay envelopes filled
with cash that were used a generation
ago or the paycheques used a
decade ago.

TAKE IT FURTHER
The Paperless Office in Canada
The widespread increase of computers
that began in the early 1980s sparked
predictions of the paperless office, in
which all information would be transmitted electronically. Instead, Canadas
consumption of printing and writing
paper more than doubled between 1983
and 2003; Canada Post deliveries grew
by 60 percent during the same period.10
Assuming that email and electronic bill
payments have reduced Canada Posts
volume, how do you account for the net
increase?

Paper will always have a use around the office.

INCREASING USE OF
ELECTRONIC COMMUNICATION
Email is used heavily. One study says
that the typical American spends
about half an hour each workday processing emailabout ten incoming
and five outgoing messages. About
15 percent of workers process more
than 50 emails a day, and 4 percent
spend more than four hours a day
doing email.11 When email was new,
and a novelty to many people, it was
a routine for many people to print out
all the messages that they received
perhaps one or two a week.

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TAKE IT FURTHER
Email: An Investment in Time
Another study estimated that, in 2006,
people in business spent 26 percent of
each workday reading and writing
email.12
Do you think that email helps people use
their time efficiently?

Many North Americans use

scanning technology to process information that originated on paper.
Documents can be digitized and
stored electronically, usually as PDF
(portable document format) files. An
ever-increasing proportion of most
college and university libraries consist
of digitized journal articles stored in
electronic databases. In offices, blueprints, reports, research articles, and
other company records can all be
stored this way, saving space and
improving efficiency.

THE PERSISTENCE
OF PAPER
Not all documents lend themselves to
electronic transmission and storage,
though. For now, contracts and documents requiring original signatures
will continue to be printed. People
resist having their personal notes
saved for posterity, out of fear that
their rough work will be misinterpreted or subpoenaed for court
cases. The paperless office is unlikely
to become a reality any time soon,
but the way everyone uses paper will
continue to evolve.
Individuals can make a big difference in the volume of paper being
used by paying attention to their own
printing habits. People are relying
more on printers and less on photocopiers, which indicates that they are

printing documents on an individual

basis rather than making multiple
copies for distribution. (Between
1988 and 1993, the number of
photocopiers in use around the
world rose by 5 percent, while the
number of office printers jumped by
600 percent.13)
If people can choose to print a
document, in many cases they can
also choose to view it electronically
instead.

THE FUTURE OF THE

PAPERLESS OFFICE
Undeniably, both computer use and
paper consumption have been
increasing. This has two implications
for students:
1. Being able to write routine
documents has increased in
importance and will continue to
do so.
2. People are growing increasingly
alarmed at the costs associated
with paper consumption.
Thomas Edisons vision of an
office driven by recorded voice messages was never realized. However,
the foremost technological innovator
of our time, Bill Gates, has predicted
an increase in the sophistication of
speech recognition tools that allow
people to dictate directly into their
computers while the program
converts their speech to text.14
Widespread use of this technology
will reduce keyboarding time but generally not affect the writing process.
The skills required to organize and
plan routine messages will likely
change very little.
If speech recognition does make
it easier to produce documents, it will
likely bring about a further explosion

in the amount of written material produced (with further implications for

the amount of paper used).
Companies have introduced some
measures to reduce paper use (such
as by increasing the use of webbased documents), but individuals
will find ways to reduce their own use
of paper.

TIPS FOR REDUCING

PAPER USE
The following ideas can help you
make a difference:
Learn to edit onscreen. Many

word-processing programs come

with tools to improve the writing
process: outlining features that
assist planning; spell and grammar checkers that help with
proofreading; and reviewing tools
that facilitate collaboration.
Decide whether a printed version

is necessary. Some media, such

as visual presentations and documents containing hyperlinks,
work better electronically.
When printing is necessary, max-

imize the use of space. Reduce

the size of margins and fonts.
Print on both sides of a sheet
and single space documents if
possible. If you must print slides
from a visual presentation, put
six slides on a page.
When printing revisions to a doc-

ument, check to see which

pages have changed, and print
only those.

DISCUSSION
1. Have you noticed paper being wasted at your
educational institution? Who are the biggest
culprits: students, instructors, or administrators? Give some examples. Consider how
people at your college or university could be
influenced to reduce paper usage.

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2. Why has the number of printers worldwide
soared while photocopier installations have
remained almost constant?
3. What advantages are there to reading
from a computer screen over reading

from paper? What are the advantages of

reading from paper?
4. Voice recognition software allows a
person to dictate into a microphone and
have the computer convert it to text.

THE PURPOSE OF ROUTINE MESSAGES

Routine messages keep business operations going. Most routine business
messages fit into one of these three categories:
1. Providing information: Our meeting will be postponed until after the
contract is settled.
2. Asking for information: Have you heard any more information about
contract negotiations?
3. Requesting action: Please update the other group members on the status of the negotiations
There is nothing sexy about any of theseno drama, no emotion, no
empires won or lost. Routine messages are, by their very definition, routine
(some would say boring). Anyone who has ever worked in an office can confirm this simply by reading emails or letters written a year or two ago. For
example, an email advising employees that the cafeteria will be closed on May
10 may be important at the time, but after that date it no longer has any
value. Once a routine message has been dealt with, it is usually deleted and
has no further interest to the reader.
Routine messages may be boring to read and tedious to write, but that
does not mean they are unimportant. If you are looking for strong emotion,
you will find it instantly if you lose an email that told you the location of an
important presentation. If you need drama, see what happens if you accidentally send a complaint about a dishonest customer back to that customer
instead of to your supervisor.
Competent writing at work may not even be noticed; it is expected. The
time anyones writing skills are noticed is usually when problems occur. This
also applies to associated skills, such as proofreading. A supervisor who sends
a memo announcing changes that will affect people on the late shaft will be
the target of rude jokes from the people receiving that message. A job applicant who writes about the fast paste environment of her last job will likely
spend more time looking for work.
What would you do if you received an email that contained the following
line: I updated the Status report for the four discrepancies Lennie forward
us via email (they in Barry file).15 If the writer was a co-worker, you might
have to write or call to find out what the message meant. If the person wrote

What impact could widespread use of

that technology have on peoples
writing?

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that way consistently and you were a supervisor, you might have to take
stronger actions. Bad writing wastes time and costs money.
Even though routine office communications may not have the glamour
of a celebrity news release or the complexity of a business plan, showing that
you have developed these basic writing skills will improve your chances of
obtaining a good job and future promotions.

Considering Message Outcomes

Each message you compose at work has two main outcomes:
1. It will communicate a set of ideas.
2. It will convey an image of you.
1. Communicating the Ideas You would not begin writing unless you had
something to say. When you have something to communicate in routine letters, emails, and memos, remember that all good business writing shares
these characteristics:

Good organization. Competent writing starts with a main idea and then
provides any necessary details. Understanding the audience will help you
to decide which ideas are most important.
Audience awareness. The information a co-worker requires may not be
the same information that your supervisors need, so messages must
always focus on the needs of a specific audience.
Clarity. Competent writing is simple and clear. Big words do not impress
people.
Conciseness. Competent writing is as long as it has to be, but no longer
than that. No one appreciates having to read any more than is necessary.
Courtesy. It is sometimes necessary to be firm with people, but it is never
acceptable to be insulting or abusive.
Correctness. Providing inaccurate information or using bad grammar and
spelling can damage your credibility.

Its easy to draw up such a list but not always easy to follow it. If it were
easy, communication books, such as this one, would be unnecessary and
people would not be drowning in a sea of poorly written and useless
messages.
It is true that competent writing skills are a basic expectation in business
and that poor writing ability will short circuit a persons career, and it is also
true that people who display superior writing skills are likely to make a
favourable impression in any organization. When someone rises above mediocrity, those in authority take notice.
2. Creating Your Written Image The second outcome of business messages
imageis often overlooked. The initial impression someone has of you often
comes from a written message that you have prepared. That impression affects
the readers image not only of you but also of the organization you work for. Just

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as polished shoes and a neatly tailored suit will create a far more favourable
impression of you in a job interview than cut-off jeans and a T-shirt, careful
attention to spelling and capitalization will help you to project an image of professionalism to your clients and to your employers.
Think of every letter, memo, report, or email message that you write as a
sales letter. The product you are selling is your image and that of your
employer. Attention to detail, good grammar, and a well-organized writing
style will have as much impact on the image you project as a designer jacket
and a $300 pair of shoes.
Beginning Employees An American survey of 120 corporations employing
nearly 8 million people described workplace writing as a threshold skill for
hiring and promotion among professional employees. The term threshold
skill is perhaps best explained by the surveys no-holds-barred title: Writing:
A Ticket to Work . . . Or a Ticket Out.
Many personnel officials said that they did not believe that salaried
employees with poor writing skills would reach the point where they
would ever be considered for promotion. Good writing skills were considered a basic expectation of all employees looking to advance. Poor writing skills were, however, an important factor in decisions to terminate
employees.16

STRATEGIES FOR WRITING

ROUTINE MESSAGES
Email, memos, and letters all have their place in routine business communication. Email has replaced many paper-based documents, but it is still worth
knowing that memos, letters, and email can all be used welland badlyfor
getting your point across.

Choosing Email and Memos

Email is the most common form of written communication used in offices
today. It long ago overtook letters and memos as the primary means of
communication for routine business messages. It is fast, cheap, and efficient. Email messages are used for both internal messages that stay within
an organization and for external communication with people outside the
organization.
At one time people would write a memorandum (usually shortened to
memo) when they wanted to send an informal written document to coworkers, subordinates, or supervisors inside the organization. They would
send letters to communicate with people outside their organization. Today,
memos are used mainly in organizations in which some employees may not
have easy access to computers. A memo announcing a change in work procedures could be posted on the wall of a break room, for example.

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TAKE IT FURTHER

The format and writing style of memos and email messages is similar.
The biggest difference between the two media is the audiences for each:

Phishing

The Oxford English Dictionary says that

the term phishing was coined in 1996
and refers to internet fraud; specifically, the impersonation of reputable
companies in order to induce individuals to reveal personal information, such
as passwords and credit card numbers,
online.17

What is the best way to educate people

about the danger of phishing?

Memos are used strictly for internal documents.

Emails are used for both internal and external communication.

Both documents are relatively informal and are usually unsigned, meaning that they do not carry the same weight as more formal letters or contracts.
Although the absence of a signature makes emails informal documents,
the tone and writing style of emails vary greatly with the audience. A quick
note to a co-worker or a friend may contain misspellings or grammatical
errors that the writer does not bother to correcterrors that are usually
ignored as long as the message is understood.
Longer messages or those that are sent to people who are less well known
to the writer require the same care and attention as any other written document and for the same reason: people are judged by the style of their writing.
An email containing technical errors could be dismissed as spam or
phishing if it is sent to a stranger, even if the message is legitimate. Because
many fraud artists disguise their messages as ones that come from legitimate
organizations, the appearance of spelling and keying errors are seen as signs
of a scam.
The importance of a good writing style increases in direct relation to the
size of the audience and to your difference in familiarity with your reader(s).
You may be able to get away with writing C U l8r in an email to a family
member or a close business associate but not in one sent to a larger group or
to your company president.
Bad Email Look at Figure 8-1 to see an example of a poorly written email
message.
The message doesnt contain any spelling or grammatical errors, but it is
poorly written for four reasons:
1. Poor organization. The most important information is buried in the middle of the document.
2. Key information missing. How will the new ID codes work with the new
printer?
3. Unnecessary details. It is not necessary to provide detailed descriptions of
the ways that people waste paper.
4. Confrontational tone. Several negative expressions, such as heads will
roll, needlessly antagonize readers.
Good Email in Action Solving all the problems with the poorly written email
in Figure 8-1 requires two steps:
1. Making a few minor changes to the content of the message
2. Taking a more structured approach to the way it is organized
In Figure 8-1, the outcome was a vague threat of the consequences if
printing was not reduced during the next three months. The revised version
of the email message in Figure 8-2 explains the introduction of the new

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FIGURE 8-1

A Poorly Written Email Announcing a Change

From:
Wai-Fong.Leung@ internationalco.ca
To:
[email protected]
Cc:
Subject: Printing

Sent: Thu 8/27/2009 10:28 AM

The subject line is

vague.

Printing costs are out of control.

I am not sure what everyone is printing or even who is doing all the unnecessary printing, but a look in
the recycling bin showed a number of areas of waste:
Printouts of email messages
Unneeded copies of documents
Draft copies of documents containing errors
Blank (or almost blank) sheets containing only page numbers or empty spreadsheet cells
This wasteful practice has to stop. Therefore, I had no choice but to remove all printers and photocopiers
from the office and replace them with a single printer/photocopier.
This, of course, means that printing will not be as fast or as convenient as it has been, but the old
machines were noisy, inefficient, and a possible cause of indoor air pollution, so I know that everyone
will welcome the change. I expect everyone to work toward reducing their thoughtless use of valuable
resources by not printing out email messages, finding other ways to reduce paper waste, and sending
large orders to Document Processing.
To ensure that this happens, the new printer/copier will require you to enter an individual ID code before
printing so that print volumes can be recorded. No further action will be taken with this information
right now, but if wasteful printing is not reduced during the next three months, heads will roll.

The body of the message

includes unnecessary
information.
The main idea is buried
in the middle of the
document.
Important details are
omitted.
The tone is too negative.

No signature or contact
information is provided.

The email takes too long to get to the point and includes irrelevant chatter while omitting important information.

FIGURE 8-2

An Improved Email Message Announcing a Change

From:
[email protected]
To:
[email protected]
Cc:
Subject: New Office Printer/Copier

Sent: Thu 8/27/2009 10:28 AM

Good morning.
To help reduce printing costs, the photocopier and the four printers in the office will be replaced next week by a single
networked printer/copier. The new machine will be quieter, more efficient, and faster than the old equipment. It will
print on both sides of a page, which will help to lower paper consumption. Its eco-friendly design will reduce indoor air
pollution.
Each person will be given a code so that printing volumes can be tracked. The codes will be distributed by email next
week. When you print from your computer, start the printing process, and then enter the code when prompted. When
using the photocopier, first press the ID button, and then enter your code.
Having only one printer will create some congestion if we print as much as we have in the past. We need to cooperate to
reduce the amount of printing we do without reducing efficiency:
Consider whether you really need a printout.
Print only the number of copies that you need.
Dont print emails, in most situations.
Preview your documents before you print them to avoid printing blank pages.
Send print jobs of more than 100 pages to Document Processing on the first floor.
Page limits are not being set, but that may change after three months if printing costs havent decreased. Please share
any suggestions you have for cutting printing costs further, and contact me if you have any problems with the new
system.
Wai-Fong Leung, manager of accounting
416-555-1234
This email may contain confidential material. If you were not an intended recipient, please notify the sender and delete all copies. We may monitor email to
and from our network.

The subject line is

informative.

The message begins

with the main idea, followed by the necessary
supporting information.
The important details
are included.
The tone is more positive
and cooperation is
stressed.
The signature block has
additional contact
information.
A confidentiality notice
is included.

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machines in more detail and presents the information in a less confrontational way that is less likely to anger the readers.
Luckily, similar messages have already been written. We will discuss those
patterns next, and you can use them in your own writing.

Begin at the beginning, the King said gravely, and go on till you come to the end: then stop.
Lewis Carroll, Alices Adventures in Wonderland

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Beginnings and Endings for All Messages

Some of the truest words about business writing appeared in Lewis Carrolls
classic book Alices Adventures in Wonderland: Begin at the beginning, the
King said gravely, and go on till you come to the end: then stop.
Business messages have no set length. Many email messages are only a
few words long. Some letters go on for two or three pages. Your job, when
writing, is to focus on accomplishing a specific goalfor example, answering
a question, making a sale, or organizing a meeting.
Often the hardest part of the jobespecially if you have little experience writing at workis to decide where to begin, where to end, and when
to stop.
Some inexperienced writers start letters or email by introducing themselves. My name is . . . and I am a. . . . Such an approach may work in a few
limited situations, such as a new sales representative introducing herself to
clients in her area. In almost all other situations, though, it is unnecessary.
Your name always appears in the signature block of letters and at the top of
email messages. It does not need to be repeated in the opening sentence of a
message. It is also not usually necessary to begin with polite chat about the
weather or the state of anyones health.
Psychologists say that the placement of information has an impact on
how it will to be noticed and remembered. People have the best memory
of the information they read first and the information they read last. Since
people do not always read documents through to the end, the most important information should be placed at the beginning of most routine documents. If you are making a request or asking a complicated question, it
may be necessary to explain yourself, but this information can follow the
main idea.
Beginnings and Endings in Action Figure 8-3 and Figure 8-4 are two versions
of a letter to the local city council requesting information about the development of a meat-processing plant. Notice how long the first version (Figure 8-3)
takes to get to the point.
Figure 8-4 contains the same message, but it has been restructured. It
begins with the main idea and is more polite and easier to understand than
the first version.
After reading the opening sentence in Figure 8-4, the reader would
understand the key point of the request. The body of the letter explains the
reasons for the request and presents further details about the exact requirements. The ending presents a specific date by which the information is
needed, along with a reasonable justification.
Knowing When to Stop The letter in Figure 8-4 was simple and polite. The
writers objective was to obtain information about a prospective city development. There was no political agenda and no attempt to convince the reader of
anything.
The first letter (Figure 8-3) put the reader on the defensive by using
intimidating language and threatening a lawsuit against someone whose only
role is to distribute information. Strong language does have a time and a

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FIGURE 8-3

A Poor Request for Information

Two Rivers Taxpayers Federation

Box 1991A
Winnipeg, MB R2R 2G9
204-555-2345
www.TTTF.ca.
April 7, 2010

City Clerks Department

Council Building, 510 Main Street
Winnipeg, MB R3B 1B9
To Whom It May Concern:
SUBJECT: Pork Processing Pollution

The tone is emotional

and demanding.

The request being

made is unclear and
the language is
confrontational.
The closing includes
a threat.

We, the members of the Two Rivers Taxpayers Federation, strongly protest the move
by Concarn Foods to begin construction of a hog slaughtering plant in the Two Rivers
Industrial Park. An industry such as this will do irreparable damage to our businesses,
to the neighbourhood surrounding the park, and to the city in general. We will be doing
everything in our power to put a stop to this ill-advised proposal.
As such, we demand that you provide us with copies of the Clean Environment
Commissions report, a poll that was commissioned on the Concarn hog plant, and
information provided by Concarn on its efforts to control odours both at the Two Rivers
plant and at its other operations.
We have a legal right to this information under the Access to Information Act, and we will
be pursuing legal action if the documents are not forthcoming.

Sincerely,
Bob Knolten

The angry tone of this request would do little to ensure the cooperation of the employee
being asked to provide the information.

place, but the writer has to choose the circumstances carefully to avoid alienating the reader.
An employee whose job had been eliminated once sued his former
employer when a manager writing a letter about the need for more efficient
production equipment explained his needs but then made the mistake of
going on to write about getting rid of deadwood and targeting those over
55 for early retirement.18 If the writer had known when to stop writing, he
would have saved his company an expensive lawsuit.

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FIGURE 8-4

An Improved Request for Information

Two Rivers Taxpayers Federation

Box 1991A
Winnipeg, MB R2R 2G9
204-555-2345
www.TTTF.ca
April 7, 2010
City Clerks Department
Council Building, 510 Main Street
Winnipeg, MB R3B 1B9
SUBJECT: Information request: Concarn Foods Proposal to build a pork
processing plant

The subject line is

specific.

Please provide us with information regarding the proposal from Concarn Foods
to build a pork processing plant in the Two Rivers Industrial Park. The Two Rivers
Taxpayers Federation is concerned that the plant may have a serious impact on
existing businesses.

The request is clear

and uses neutral
language.

Specifically, we are requesting the following documents:

The Clean Environment Commissions environmental assessment of the plants
operations
The results of a taxpayer-funded poll on the Concarn processing plant

The specific documents

needed are listed.

The report provided by Concarn Foods on the effect that its plants have had on
other municipalities and the measures it uses to control odours
The TRTF will be meeting on June 1 to discuss its position on the Concarn
proposal. We would appreciate having the documents by May 15 so that we can
distribute copies to our members and give them time to study the information.

A reasonable date for

delivery and an
explanation are given.

Sincerely,
Alice Strongpela
President, TRTF

The formal request for information is assertive yet polite.

Applying a Pattern to Your Writing

Reading in the workplace is work. People have deadlines to meet and do not
enjoy wading through unnecessary details to get to important information.
They expect the messages they receive to be structured in a way that makes it
easy for them to extract the information they need. They may still get that
information if it is found at the end of a long, rambling document, but they
will be as annoyed at having to sort through the irrelevant information as
they would be at receiving their pay a week late.

The writers signature

and title are included.

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There are several reasons why you should not let the idea of writing with
a pattern intimidate you:

It will not stifle your creativity.

It will not make your writing tedious to read.
Over the years, simple patterns for writing have evolved for many types
of communication. The writers of murder mysteries, for example, use a
structure where the crime is committed at the beginning of the book and
solved at the end. People who watch slasher movies know the fate of the
first person to explore the basement alone.

Simple structures impose order on the writing process, but they do not
necessarily inhibit the writingthey can enhance it. They provide a framework for your creativity. If you begin a writing task knowing that you will
begin with a key idea and then deal with a number of related issues, you will
be able to concentrate on identifying those ideas rather than on trying to sort
out other less important issues.
When you are writing at work, you want people to pay attention to the
quality of your ideas. In almost all cases, that means beginning with the most
important ideas and ending when you have provided all the necessary information. Providing unnecessary details can be almost as bad as leaving out
important information.
Blaise Pascal, the French mathematician and philosopher once wrote,
I am sorry for the length of my letter, but I had no time to write a short
one.19 Pascals point was that it takes time and effort to separate the key ideas
from all the other useless information that surrounds them.
The Direct Pattern Business writers apply different patterns to different types
of documents. There are patterns for writing persuasive documents, for refusing requests writing, and for writing employment application letters.
Most routine workplace documents follow the fairly simple direct pattern shown in Figure 8-5, which can be applied to most common letters,
emails, and memos.
Main Idea The most important information should appear at the very
beginning of the messageoften in the first sentence. People will not always
read the entire message, but they will usually read the first part. (Some email
programs even encourage the practice by flashing the first few words of
incoming messages in the corner of the recipients computer screen.) The
main idea should be thought of as the information that the reader needs
most. Often it is a summary of the entire message.
In the example that appeared earlier, the writer began with a blunt statement that printing was out of control, followed by a list of complaints about
wasted paper that would probably have most peoples eyes rolling at the
thought of a highly paid manager chasing after them for a few dollars worth
of excess printing. The most important information in this case is the fact
that the printers and photocopiers are being replaced, a statement that does
not appear until the middle of the message.

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FIGURE 8-5

The Direct Pattern for Writing Routine Messages

Main idea
the central idea of the message

Details
supporting details: dates, times, prices

Outcome
What comes next?

Details All the information that supports the main idea should be placed
in the middle of the document. In the case above, the details are the information relating to the installation of the new printer/copier. In other cases, the
details might include background information on an issue, dates of an event,
prices of equipment, or names of key personnelanything that helps the
reader to understand the main idea. Often the middle section is the longest
part of the message.
Figure 8-5 implies that the entire message is made up of three paragraphs. It could be, but if the message is detailed, then the details section itself
could be much longer.
The only details of the original message that need to be included from the
example above are the reasons for replacing the old machines (cost, noise,
indoor air pollution) and the fact that the new machine will require passwords.
Details that should have been included are the dates for the changeover,
information on how passwords will be distributed, and explanations of how
to use the new machine.
Outcome The final section should tie everything together by explaining
what happens next. It could be an explanation of what the writer intends to
do next or a question or a request.

Lists in Documents
Letters, emails, and other business documents frequently contain lists of various
types. Sometimes they are numbered; sometimes they are set off with bullets.
Lists help readers to find important information quickly. This improves
reading efficiency and shortens documents. Lists can be made up of a group

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of items, steps in a procedure, or key points for discussion. Your lists will be
more effective if you follow these four guidelines:
1.
2.
3.
4.

Keep lists briefthree to six items.

Keep items shorta few words or a sentence at most.
Use lists sparinglyno more than one list per page.
Introduce lists with a sentence that leads smoothly into the listusually
ending with a colon (i.e., :).

Bullets or Numbers? Use numbered lists to indicate sequence or importance. Numbers should also be used when the preceding text emphasizes the
number of items, as above, or when a later paragraph refers to a specific item.
For example, a memo to workers in a factory may list the companys
priorities this way:
1. Eliminate all lost-time accidents!
2. Increase customer satisfaction.
3. Improve productivity.
This list indicates that safety is the companys top priority, with customer
satisfaction and productivity coming next in importance.
Instructions for operating a fire extinguisher would also use a numbered
list:
1.
2.
3.
4.

Remove the pin.

Direct the nozzle at the base of the flames.
Pull the trigger.
Spray the foam in a fanning motion.

The steps for these instructions (and most others) have to be followed in
this precise order for the equipment to work properly.
However, when there is no intent to indicate chronology or importance,
neutral bullet points should be used. For example, a meeting reminder might
ask participants to come prepared with a number of items:

Year-end reviews
Monthly departmental reports
Proposals for next years campaign

In this case, the sequence of the items is unimportant, so no numbers are

needed.
Consistency of Lists Items in a vertical list should follow a consistent style.
Make each item in the list grammatically parallel with the others. These
guidelines will help:

Try to start each point with a key word, often a verb or a noun.
Ensure that verbs are all in the same tense, usually either the present or
the past tense.

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Capitalize the first word on each line.

Use punctuation at the end of the line if the points are sentences; otherwise use no punctuation.

Remember that lists should be used sparingly. A document that has more
bullets than narrative is usually thought of as an outline. Although outlines
are a useful tool and you should definitely make use of them when planning
documents, your readers will think your message is incomplete if you use too
many lists.

Choosing between Letters and Email

Letters have not completely disappeared as a tool for conducting routine business, but their use is rapidly declining. Two main reasons for this are as follows:
1. Speed. Traditional letters are often called snail mail and with good reason. A local letter may take a few days to be delivered; an international
letter could take several weeks. An email usually arrives in minutes, no
matter where in the world it is being sent.
2. Cost. Email is usually cheaper than traditional mail. As long as both parties are connected to an email network, the only cost of the email message is the time it takes to write and to read the message. Traditional
letters have the same costs in the time it takes to write them, along with
the additional costs of printing the message and delivering it to the recipient. The additional delivery costs for a single message may amount to
only a dollar or so, but with a mass mailing, which could involve a thousand letters or more, the costs will begin to add up fast.
Reasons in favour of choosing letters over email include the following:

Confidentiality. Letters are a more secure form of communication than

email and are useful when confidentiality is an issue. Although letters do
not ensure complete confidentialitythey can always be photocopied or
scanned and sent to unintended audiencesthey are more secure than
emails. Emails can be forwarded to unintended audiences with a click of
a mouse, sometimes unintentionally, sometimes on purpose. Stories frequently appear in the news media about people who have been publicly
embarrassedor worsewhen their email messages were read by unintended audiences.
Formality. Letters also convey more formality than email messages. It is easy
to include pictures and graphics in an email, or even animations and sound,
but it is not possible to include embossed paper, genuine watermarks, or
original signatures. Although the importance of paper-based letters as a tool
for conducting routine business may be declining, letters will continue to be
a common business tool for many years to come.
Signatures. Letters carry signatures. In legal documents or in situations in
which it is necessary to verify the identity of the sender, a letter (or other
paper document) may be the only medium that the receiver will accept.
In situations in which the information could be considered confidential,
a signed letter may be required.

TAKE IT FURTHER
Document Security in an
Earlier Time
Long before computers and document
encryption, document security was protected with sealing wax. A blob of hot
wax imprinted with the writers seal
was used to close a folded document.
This acted both as a signature and as
a means of preventing unauthorized
people from reading or altering documents. Sealing wax is used today as a
decoration, not as a security device.20
Many business emails come with a warning that readers should ignore and delete
any messages they receive by mistake.
Are these warnings useful?

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Wax seals were once used to guarantee documents authenticity and to prevent them from being read by
unauthorized readers.

In some special situations, writers may prefer to use letters for other
reasons. Many direct marketing campaigns depend on the sales or
fundraising letters that people find in their mailboxes every day. Job
applicants are often encouraged to write a cover letter when submitting their
resums, and employers may write letters of reference to recommend
job candidates. People may write letters when making complaints, or
when responding to them. Letters can convey a more personal touch than
email messages.

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Goodwill Letters In some situations, the formality that letters provide may
be far more important than the speed email offers. Although a quick email
message may be appropriate to thank a co-worker who has done a favour for
you, a formal letter of thanks would be far more appropriate to acknowledge
the services of a long-time business associate. See Figure 8-6.
Letters of Condolence A letter or a card can be used to express emotion far
more effectively than any electronic medium. If, for example, you need to
express sadness for the loss of a business associate, it may be preferable to
use a handwritten letter or card, rather than typing the message. Messages of

FIGURE 8-6

An Appropriate Goodwill Message

Blue Skies Development

2175 Avenue Road.
Regina, SK S3T 1S9
306-555-0987
February 10, 2010
Troy Eastwood
CEO, Prairie Interweb Design
41 Albert Street
Regina, SK S4R 2N3
Dear Mr. Eastwood:
Congratulations on winning the Most Innovative Website regional award from the
Canadian Society of Graphic Designers. When I saw the announcement in last
Tuesdays Leader Post, I immediately agreed with the judges choice. Your design
showing a banjo morphing into a football was brilliant. Im sure that the recognition that accompanies the award will help create a bright future for your company.
Since our first meeting, I have continually been impressed by the professionalism
and creativity of your web designers. Their ideas are always fresh, their attention to
detail is exceptional, and our deadlines are always met. I am happy to have chosen
your firm to design and maintain our website.
Again, let me offer my sincere congratulations. I am confident that the website will
go on to win further awards when it is entered in the national competition next
month. Good luck.
Sincerely,
Nickolas Scratch
Nickolas Scratch
Manager of media relations, Blue Skies Development

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FIGURE 8-7

An Appropriate Letter of Condolence

Dear Alecia,
I was deeply saddened to learn of your loss. Fred was one of the
most cheerful people I have ever met. He never had an unkind word
for anyone.
If there is anything that I can do for you, please give me a call. You
will always be a part of BRL Electronics.
Jesse Armstrong

condolence are usually short. They express sympathy over the loss, share a
personal memory of the person, and offer any assistance that you may be
able to provide. See Figure 8-7.
Even though such messages are usually very short, tone is important.
Do not try to minimize the persons pain with banal expressions, such as
Sally is now in a better place. Do not go to the opposite extreme either
by focusing on the difficulties yet to come: I know how hard it will be for
you to continue without Bill. Instead, share a sincere message showing
what the person meant to you: Sheila was always the first person to offer
her assistance whenever she saw someone needing help.
Layout of Letters Many computer programs contain templates for writing
letters that help with some of the formatting. Four commonly used styles
follow. The key differences relate to the placement of the inside address, date,
and signature blocks:
1. The full block style (see Figure 8-8) is the easiest to remember; everything
lines up with the left margin.
2. The modified block style is the same as full block but the date and signature block are centred.
3. The semi-block style is the same as modified block, but the first line of
each paragraph is indented.
4. The simplified style is perhaps more logical that the other three. It omits the
salutation entirely (Why do we refer to strangers as Dear anyway?) and
replaces it with a subject line. This style leaves out a complimentary close
for the same reason (Does Sincerely have any meaning at all in the closing of a letter?). When writing in the simplified style, some people insert
the readers name into the opening line to give the letter a more personal
tone. We have received your application, Ms. Jones, and will be reviewing
it during the next week.
Although this style may be logical and more practical than other styles,
it is considered less formal and may not be acceptable for more formal
situations.
Punctuation Options in Letters Punctuation in the body of letters follows
the standard rules of writing. However, addresses and salutations in letters

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FIGURE 8-8

191

Letter in Full Block Style with Mixed Punctuation

Return address or
letterhead paper

Date: Day,
month, and year
written in full

An attention line would be inserted before

the company name if the name of the
recipient were unknown: Attention:
Museum director

Nunavut Artists Co-op

Box 1310
Rankin Inlet, NU CANADA
X0C 0G0
Ph: 867-555-1234
Fax: 867-555-4321
August 7, 2011
Subject lines
help readers
classify the contents of letters.
Do not write the
subject line
using only
capital letters.

The inside address follows the conventions

of the destination country. Use capitals and
North American spelling for the name of the
country (SPAIN, not Espaa)

Seor Juan Montoya, Director Del Museo

Museo de Bellas Artes de Sevilla
Plaza del Museo, 9
41001 Sevilla
SPAIN

It is safer to be too formal

than not formal enough:
Dear Seor Montoya
instead of Dear Juan

Dear Seor Montoya:

Re: Invitation to exhibit at the Museo de Bellas Artes de Sevilla
Thank you for inquiring about the state of Inuit art in Nunavut and for your generous invitation to our artists.
Inuit art continues to flourish because of the innovative ways that contemporary artists have found to interpret
traditional themes.
The artists of Rankin Inlet use a variety of art styles. Some of our sculptors work with several colours of
soapstone and with black Keewatin stone. Ivory, whalebone, caribou antlers, and marble are also frequently used.
Carving is not our artists only skill. Many of them produce beautiful wall hangings, drawings, and caribou-hair
tuftings. I have enclosed a brochure that shows examples of their work.
Ceramics have also been an important part of the Nunavut Artists Co-op since the first kiln was fired in 1963.
Made from imported materials by using a variety of techniques, these pots reflect the vibrancy of Inuit art.
At the last meeting of our artists co-op, I shared our discussions about a month-long exhibition at your
museum. Our members were excited and honoured to be invited to show their works in Spain. We will choose
two people, as specified in your invitation, and then we can begin to make the travel arrangements.
You had asked about the possibility of a reciprocal visit to Rankin Inlet by artists from Seville. Although Rankin
Inlet has a thriving arts community, it is a small town with a population of just over two thousand people. Our
artists exhibit their works in local venues, mostly to tourists. Many of our artists do have work exhibited in the
Winnipeg Art Gallery. It might be more practical to contact them about an exhibition by your artists.
I will contact you when we have chosen the artists to visit Spain. Thank you once again for the generous
invitation.
Sincerely

Signature

Edith Twomey
Edith Twomey
Business manager, Nunavut Artists Co-op
ET/sj
Enclosure: Brochure
CC: John Brown, director of Winnipeg Art Gallery

Reference initials indicate that someone

else typed the letter. The writers initials are in
capitals and the typists initials in lowercase

Salutation: Type Dear

followed by the recipients name. A colon (:) or
a comma (,) follows the
name in some letter
styles.

Complimentary closing:
Sincerely, Sincerely Yours, or
Respectfully
Name and position: Include titles that indicate rank
or position (Rev., Dr., Sgt.), if they are relevant to the situation. Omit courtesy titles (Mr., Miss, Mrs. or Ms.).
Include your job title if writing on behalf of an organization, and the organizations name.
Enc. or Enclosure indicates that something
is enclosed.

Use cc: and a persons name when sending a

copy of a letter to someone else

Body: Single space the

document and align the
message with the left
margin. Insert a blank
line between paragraphs.
Indent the paragraphs
first line when using the
semi-block style.

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TABLE 8-1

Punctuation Choices for Letter Addresses and Salutations

Mixed Punctuation (the

most common appr oach)

No punctuation at the end of lines in the inside address

A colon follows the salutation (after the name, not between
the Dear and the name)
A comma follows the complimentary closing

Open Punctuation

No punctuation at end of lines in the inside address

No punctuation following the salutation or the complimentary
closing

Closed Punctuation

A period follows the date and the last word of the inside
address
A colon follows the salutation
A comma follows the complimentary closing

follow three different approaches: (1) open, (2) closed, and (3) mixed punctuation. See Table 8-1.
Addressing Envelopes To improve the speed and accuracy by which addresses
are scanned by computerized postal equipment, Canada Post provides these
guidelines for addressing mail:

Write addresses entirely in capital letters (although lower-case letters are

acceptable).
Place postal codes on the same line as the province or territory, written in
two blocks of three characters with a single space between them (no
hyphens). (See Table 8-2 for provincial, territorial, and state abbreviations.)
Do not use underlining, the # symbol, or any punctuation that is not part
of a name.21
Following the Canada Post guidelines results in the following address style:

SUM SOO DIRECTOR OF MARKETING

ASIAN-CANADIAN IMPORTS
10-123 MAIN ST NW
PORT ALBERNI BC V9Y 2P6

Layout of Email Messages Email toolbars vary depending on the program

you are using. Typically they allow you to change the formatting of the message, or to insert pictures or attachments. Since email was designed with efficiency in mind, the date and footers found in most email messages are
inserted automatically, and you can insert addresses with a few clicks of a
mouse.
The Address Lines To contains the email address of the main recipient(s).
You can type in the address directly, but a single typing error will prevent the

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TABLE 8-2

Canadian and U.S. Postal Abbreviations

Canadian Postal Abbreviations

Alberta

AB

Nunavut

NU

British Columbia

BC

Ontario

ON

Manitoba

MB

Prince Edward Island

PE

New Brunswick

NB

Quebec

QC

Newfoundland and Labrador

NL

Saskatchewan

SK

Northwest Territories

NT

Yukon

YT

Nova Scotia

NS

U.S. Postal Abbreviations

Alabama

AL

Montana

MT

Alaska

AK

Nebraska

NE

American Samoa

AS

Nevada

NV

Arizona

AZ

New Hampshire

NH

Arkansas

AR

New Jersey

NJ

California

CA

New Mexico

NM

Colorado

CO

New York

NY

Connecticut

CT

North Carolina

NC

Delaware

DE

North Dakota

ND

District of Columbia

DC

Northern Mariana Islands

MP

Federated States of Micronesia

FM

Ohio

OH

Florida

FL

Oklahoma

OK

Georgia

GA

Oregon

OR

Guam

GU

Palau

PW

Hawaii

HI

Pennsylvania

PA

Idaho

ID

Puerto Rico

PR

Illinois

IL

Rhode Island

RI

Indiana

IN

South Carolina

SC

Iowa

IA

South Dakota

SD

Kansas

KS

Tennessee

TN

Kentucky

KY

Texas

TX

Louisiana

LA

Utah

UT

Maine

ME

Vermont

VT

Marshall Islands

MH

Virgin Islands

VI

Maryland

MD

Virginia

VA

Massachusetts

MA

Washington

WA

Michigan

MI

West Virginia

WV

Minnesota

MN

Wisconsin

WI

Mississippi

MS

Wyoming

WY

Missouri

MO

Source: Addressing Guidelines. Canada Post. 22 June 2009. Web. 31 Aug. 2009.
Official USPS Abbreviations. United States Postal Service. Web. 20 Oct. 2009.

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message from reaching the desired recipient. Most people and organizations
use contact lists or address books containing the addresses of people with
whom they communicate. Many programs also allow people to set up group
address lists so that by selecting a single entry, you can send the same message to all the people in your department, customer list, or workgroup.
Cc originally stood for carbon copy and now means either courtesy
copy or computer copy. The abbreviation itself is old-fashioned, but its use
continues. The Cc line functions exactly the same as the To line, but it indicates to the reader that he or she is receiving a copy of the message that was
sent to the main audience on the To line. Often this implies that the person
receiving the Cc is being included in the information chain as a courtesy and
is not expected to reply. Workers will often send a Cc to their supervisors to
update them on the progress of their work.
A Cc may also be used strategically, almost like a 10-year-old saying Im
telling Mom. If, for example, you have a disagreement with someone and
attempts to resolve it have failed, it may be appropriate to send a copy to
other people with authority to resolve the problem. Such people could be
your member of Parliament, the persons supervisor, or an official in a regulatory body. Keep in mind, however, that whenever you bring outsiders into
a dispute, you are escalating the conflict.
Be careful, as well, about sending copies of routine correspondence to
people who do not need the information. People find it annoying to receive
needless copies of emails that do not concern them.
Bcc is a variation on Cc, but the B stands for blind. The Bcc button has
two uses: It is handy when a message is being sent to a very large group of
people. Putting all the names on the Bcc line makes the email shorter when
people do not have to scroll through a long list of names to reach the main
message.
You can also use Bcc when you are sending a document to a list of people and you do not want each person to see the names of the others. People
receiving a message from the Bcc function see only their own name and
email address plus that of the sender. The identities of all other readers are
concealed.
Be careful with this function. It is often useful for readers to know the
names of others who have received the message.
Subject Lines Subject lines are a crucial part of most messages. Because
people receive so many email messagesmany of them junkthey frequently use the subject line to help them decide whether to read the rest of
the message. A vague or missing subject line could cause the message to be
deleted unread. Subject lines should contain the main idea of the message
expressed in a few words. Since many people use spam filters that automatically filter out messages containing suspicious words, be careful about
including such words as free or urgent in your subject line, since these are also
common in many illegitimate messages.
Some guides recommend that you write the subject line using only capital letters (SUBJECT: SALES MEETING ON APRIL 1). This may not be a

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good idea, because spell checkers can be set to ignore words that are spelled
in capitals so that they do not flag initialisms, such as HBC or RBC, as errors.
If you depend on your spell checker and you write everything in caps, you
may inadvertently introduce an error into your document. It is far safer to
write the subject line by following the conventions you would use for any
other title (Subject: Sales meeting on April 1).
Effective Subject Lines in Action All email messages and memos begin with
a subject line that usually summarizes the main idea. Many letters include
one as well. The reason is the same. People are exposed to an enormous
amount of information. To help manage this information, most people look
at the name of the sender and the subject line before deciding when to read
the messages (or to delete them). Subject lines are titles that help readers
identify the contents of the message.
Subject lines speed the flow of information and improve peoples efficiency by allowing email recipients to judge the level of urgency of messages.
Although a message from your supervisor with the subject line Meeting in
15 minutes may require your immediate attention, you may not rush to read
one from a co-worker labelled Photocopier malfunction (unless, of course,
you need to copy something). You will probably delete, unread, an email
message from a stranger that has the subject line Discount inkjet cartridges
by mail.
Subject lines should contain enough information for people to identify
the contents of a message. Make the subject line is as specific as possible. See
Table 8-3.
In some organizations, people transmit short messages by using only the
subject line. If only a few words are needed to respond to another message,
putting all the information in the subject line will save the other person the
trouble of opening the message. Those who adopt this strategy often use a
notation system to identify brief messages. Some people use an asterisk (*) or
the letters EOM (end of message) to identify such messages. Thus, a
response to an email asking when a meeting will be held may have this
response: Re: Time of sales meeting3 p.m. Room 403 EOM.
Such strategies will save time only if everyone in the organization understands the abbreviations and agrees to use them. If you try implementing
TABLE 8-3

Subject Line Examples

Vague

Specific

Meeting

Safety committee meeting Friday @ 1 p.m.

New staff

Welcome Sally Smith to the marketing department

Proposal

Call for proposalsCanada Revenue Agency

Question

Location of your new branch office?

Health benefits

Health benefits will increase next year

Environmental options

New telecommuting positions becoming available

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TAKE IT FURTHER
Email Overtakes Snail Mail
In 1996, for the first time, the volume
of email messages sent in the United
States exceeded the volume of letters
delivered by the postal service.22
Now, regular mail volume is far
exceeded by email messagesmost
of them junk.
Junk mail is now being sent as text
messages. What can people do to
prevent all of these forms of unwanted
advertising?

such a practice without consulting others, you will waste time answering
inquiries about the meaning of EOM and explaining why the body of your
message is blank.
Salutations Salutations are becoming increasingly common in email messages. Since email tends to be less formal than many other forms of communication, one common approach is for people to begin with Hi followed by
the recipients first name. However, a more formal approach may be more
appropriate when the writer and reader are unknown to each other or when
there is a big difference in the peoples levels of authority.
Footers You can add these automatically to messages. Some people set the
footer to include the writers name, title, phone number, and mailing address.
Others include a confidentiality warning telling people not to forward a
message or to delete it if they have received it in error. Many workplaces
have specific guidelines on the information that should be included in the
footers.

Last Word on Memos

It is no coincidence that the format for memos is very much like that of email
messages. Memos (or memoranda) were used in offices long before computers were invented. Memos were designed to transmit information efficiently
and this format was imitated when electronic mail was invented.
Although email is used for both internal and external documents, memos
are typically reserved for documents that stay within the organization. You
may need to send a memo to people in your workplace who do not have access
to email.
Memos in Action See Figure 8-9 for an example of a bad memo providing
information to people in an office and Figure 8-10 for an example of a good
memo.

EMAIL ETIQUETTE
Email has become the main vehicle for much of the written communication
in the workplace today, mostly because of its efficiency. However, this ease of
use is also becoming one of its drawbacks. People are sending more and more
emails because it is so easy to send themand others are complaining about
receiving too much email. Aside from the issue of junk mail or spam, which
is a separate problem, people complain about being sent messages that they
have no reason to receive.
A person in one department, for example, may send out a message to all
staff within an organization that her office will be closed for an afternoon staff
meeting just in case someone needs to contact them. Meanwhile countless
people in the organization who have no need to contact anyone in the department will have to filter the message and delete it.

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A Poorly Written Memo

FIGURE 8-9

Watrun Industries
670 King Street
Fredericton, E3B 1G1
506-555-2468
www.watrun.com
Date:

April 4, 2010

To:

All occupants of office 234

From:

Darryl Harding

Subject:

Complaints

A few people have complained to me about the noise levels in the central office.
I looked into it and asked around. Most people said that they were not bothered
by the noise, but a few kept insisting that they are unable to concentrate. So for
their sake, I looked into the matter further.
I found that a lot of people were engaging in personal discussions that should
not be taking place in the workplace. You are not being paid to talk about the
fight at last nights hockey game or to relay the intimate details of your domestic
difficulties to other people. Even legitimate business meetings should not be
taking place in an open office. This area is intended for quiet work only.
PLEASE CONDUCT THESE DISCUSSIONS SOMEWHERE ELSE!
I also went a lot of trouble to measure the noise levels in the room and found
that there is no cause for alarm. Everything is well within the limits that the
CSA considers safe, so the complaints have little justification. The measurements
show a level of 5262 dBA, depending on where and when the measurements
were taken. The CSA does recommend a design goal of 4548 dBA for occupied
busy open offices, so technically, we are a bit on the high side, but once again,
I must repeat, you are not in any danger.
Just to be on the safe side and to ensure that we finally get some quiet around
here, Ive arranged for the photocopier to be moved, and Ive had the maintenance department replace a faulty compressor. Ive also asked senior management to look into the installation of some other things that will control noise
levels. White noise generators and sound-dampening materials are expensive
though, so dont hold your breath waiting for these purchases to be approved.
I hope that settles things.

This poorly written memo has problems with both tone and organization.

Someone else will send a Cc to his supervisors or co-workers to keep

them informed of work that he is doing even if these people have no real need
for the information. The result is that many people are beginning to think of
email as more of a time-wasting curse than a convenience.
Some organizations have even instituted email-free Fridays in which
employees are required to phone people or walk over to talk rather than
sending electronic messages.23

The subject line is vague.

The opening paragraph

belittles the people who
are complaining.
Sarcasm does not contribute to the message.
The request should come
at the end of the memo,
and more information is
needed.
Never use all-capital
letters.
The abbreviations CSA
and dBA are never
explained. The tone is
disrespectful.
More detail is needed
about how this addresses
the problem. The issue
has not been resolved.

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FIGURE 8-10

An Improved Memo

Watrun Industries
670 King Street
Fredericton, E3B 1G1
506-555-2468
www.watrun.com

The subject line

summarizes the
content.

Date:
To:
From:
Subject:

Key information is
given in the opening
paragraph.

In response to complaints about noise in the central office, some changes have been made,
and several larger changes have been recommended.

Neutral, unemotional
language is used.
The terms CSA and
dBA are explained.

April 4, 2010
All occupants of office 234
Darryl Harding
Noise-reduction changes to room 234

Office employees were consulted, and many expressed concern about their ability to
concentrate because of the noise. Others said that they were not bothered by the noise.
The Canadian Standards Association (CSA) recommends occupied busy open offices have
noise levels of no more than 4548 decibels (dBA). We had noise-level measurements taken
in our office, which ranged from 52 to 62 dBA, depending on the room activity and where
in the office the measurement was taken.
These noise levels are well below what that the CSA considers hazardous to hearing; however,
they are slightly above the recommended levels. Improvements will be made to reduce the
noise levels:

An explanation of the
changes being made to
address the problem is
provided.

The photocopier has been moved to the outside wall beside the washroom and kitchen
area. The interior walls should also help dampen the noise.

Noises coming from the ventilation system have been corrected. A faulty compressor that
was causing a rumbling noise throughout the office has been replaced.

The installation of sound-dampening materials and a white noise generator have also
been recommended. These modifications need senior managements approval.

The tone is respectful.

The ending invites more
discussion because
the problem is not
completely resolved.

These changes should help reduce the noise, but please remember that this is a large office and
we all need to be considerate of our co-workers. Please conduct meetings in one of the meeting
rooms rather than in the open office. Personal discussions should be held in the cafeteria or
other common areas of the building.
I will keep you informed about any other changes that take place. If you have any further
concerns, please call me at extension 3434 or drop by my office.

This memo provides the readers with the necessary information in a diplomatic and
well-organized manner.

Here are ten guidelines that may help prevent you from annoying people
with your email messages:
1. Do not ignore the basic rules of writing. Email may be less formal than
many other forms of communication, but you will be judged by the
people who read your messages. If you are careless with your grammar
and spelling, or you do not bother to put capital letters at the beginning
of names or sentences, your lapses will reflect poorly on you.

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2. Avoid cuteness. Emoticons, such as :) or :( , are commonly used by many

people. Some programs will even convert them automatically to more recognizable icons: . Emoticons have no place in business writing.
Shorthand expressions, such as LOL (laughing out loud) and IMHO (in my
humble opinion), are fine in chat rooms and personal communications but
not in the office.
A few shorthand expressions, such as FYI (for your information)
and FAQ (frequently asked questions) have made their way into common usage in many offices. Your employer may also use other expressions that are specific to the organization, but the general rule to
follow when deciding whether or not to abbreviate is When in doubt,
write it out.
3. Do not contribute to information overload. Many people complain about
receiving too much email. Before using the Reply to All button, ask yourself whether everyone on the list needs to hear from you.

Sending people emails thanking them for sending you things is necessary only if the information was very important or if you know they
had to work hard to give you the information.
Do not pass along chain letters, virus warnings, or other such messages that waste peoples time and clog the system. Most of these
warnings are hoaxes. Your employers network administrator will
inform you of the correct procedure to follow when you come across
suspicious messages.
Do not reply to spam. It simply encourages people to keep sending it.
Do not click the remove me link in a spam message. This confirms
that your address is active. Although your name might be removed
from one delivery list, it will likely be added to several more. However,
you should use the unsubscribe link to remove your address from any
legitimate mailing list that you voluntarily subscribed to but no
longer want to receive.

4. Keep it brief. Try to restrict your email messages to one screen or less
so that people do not have to scroll through your message to read it
all. If you have longer messages to deliver, consider sending them as
attachments.
5. Limit each message to one topic. Email is cheap. If you have two or three
messages to the same person or group, send them more than one email.
That will help readers organize their information and reduce the chances
of some of the information being missed or accidentally passed along to
the wrong people.
6. Find out your employers policy for personal email use. Some employers
allow a reasonable amount of personal use of company email accounts;
others forbid it entirely. Even if you are allowed to use your work account
for personal reasons, be very careful about the information you send.
Email is not private; do not send emails containing information that
could embarrass you if read by the wrong person. Personal email accounts

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7.

8.

9.

10.

are cheap and easy to set up. It is far safer to have one account for work
and another account for your private life.
Watch the tone of your messages. The convenience and speed of email can
be a drawback if you respond too quickly to messages that you find
upsetting. It may be better to wait and calm down before replying to
emails that bother you rather than dashing off a reply that you will later
regret. WRITING EVERYTHING IN CAPITALS IS CONSIDERED
SHOUTING.
Remember that email is forever. If you have information that is confidential or that could be used against you if read by the wrong person, consider sending it through a different channel. Even deleted messages can
be recovered.
Do not annoy people with technology. Many programs contain features
that allow people to attach an icon to a message indicating that it is
urgent. Although the urgent indicator is a useful tool for messages that
must be dealt with immediately, it loses its effectiveness and annoys readers when it is used with unimportant email. It conveys the message that
the writer has no regard for the time of the reader or that the writer has
an inflated sense of self-importance.
Delivery receipts can be included with an email to send a message
back to the sender that the email has been received. However, unless the
email is very important or time sensitive, most people want to manage
their email in private. When they see a pop-up box that says someone
wants a return receipt for non-urgent email, they will get the feeling that
they are not being trusted to manage their mail.
Do not use email for sensitive matters. If you need to make a serious complaint to a manager, discipline someone, or lay off staff members it is
better to use a channel other than email. Face-to-face communication or
a telephone call will allow two-way feedback as well as better expression
of emotion, while a signed letter will provide more formality than an
email message.

Chapter Summary
In todays business world, where computers sit on an overwhelming number of desks, email has
become one of the primary communication tools in business. Writing is a basic skill in all areas of business, and writing skills have never been more important. Your writing style is an important factor in
determining the impression that you make on other people.
Email is the most common channel for communicating routine information, but letters and
memos are also used frequently. Whatever channel you use, messages should start with the main idea
and then include any supporting ideas. Subject lines should be planned carefully because they will often
determine whether the message is read or deleted. The final thought will point to the outcome.
Messages do not have to be longmost people prefer brevitybut they must contain the necessary
information written in a clear and well-organized manner.

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Visit www.mycanadianbuscommlab.ca for everything you need to

help you succeed in the job youve always wanted! Tools and resources include the following:
I
I

Composing and The Writers Toolkit

Document Makeovers

I
I

Video Case Studies

Grammar exercises and much more!

Thinking and Writing Exercises

1. Composing Subject Lines
Write a suitable subject line for each of the situations
described below. For example:
A request to a computer technician for instructions
on how to defragment your computers hard drive
Defrag question
a. An announcement that a payroll-deduction
option is available for employees wanting to purchase Canada Savings Bonds
b. A request for a co-worker who lives close to you
to give you a ride to work tomorrow because your
car will be in the repair shop
c. A message to a regular customer announcing that
the delivery date for his latest order of office supplies has been delayed a week to November 10
d. A reprimand to an employee who has been coming in late and missing work without offering any
excuses (This is a trick question.)
e. A question to your supervisor about whether he
wants you to include statistics about employee
turnover in a report he has asked you to write
about your companys hiring practices
2. Organizing a Message about Reducing the Use of
Paper
Assume that you work for the human resources
department of a large bank that is attempting to
reduce its paper consumption. Write a message to
bank employees encouraging them to submit ideas for
a new employee awareness program. Workers should
be encouraged to submit ideas on ways to reduce
paper waste in return for cash prizes. Answer the following questions to plan the message:
a. Which two of these groups would be the audience for this document?
b. Pick two channels that would be the most effective
in delivering the message to your target audience.

c. What would be a suitable subject line for the

message?
d. What main idea should be found in the opening
line of the document? Identify one idea from the
list below that would not likely be included anywhere in the document.
I One litre of oil can contaminate 1 million
litres of water. Dispose of hazardous materials
properly!
I Employees suggestions on ways to reduce paper
use could earn cash prizes while helping the
bank protect the environment.
I Last year your bank employed approximately
38 000 employees worldwide and had $11.3 billion in revenue.
I The banks paper purchases have decreased
from 2100 tonnes in 2002 to 1650 tonnes in
2008, a reduction of 21%.
I Canada signed the Kyoto Accord in 2002 but
has never come close to meeting its energyreduction commitments.
I In 2001 Canada was producing almost 60 million documents a dayenough to form a pile
27 kilometres high.
I Company vision statement: Our vision is to
be recognized as the leader in customer service. To get there, we have made commitments
to deal with each of our stakeholders in a
friendly, profitable, and environmentally
responsible manner
I In some countries, almost 50 percent of paper
is made from recycled fibres, wood chips, and
by-products from forestry.
e. Select two items from this list that would be contained in a section of the document explaining
how to submit ideas. Pick one idea that would
not likely be included in the final draft because it

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does not help to send the message on the need for
employees to submit ideas. One of these ideas
would likely be moved to another part of the document. Which idea is this and why?
Ideas may be submitted onlinea form is
available on the companys website.
Suggestion boxes and forms are found in all
lunchrooms.
Installation of double-side copying machines
saved $50 000 in paper costs last year.
Suggestions are to be restricted to ideas about
paper use only.
Forms that contain unprofessional comments
will result in disciplinary action.
Employees need to identify areas where paper
is being wasted.
f. Select all the items that would be contained in a
section of the document explaining how prizes
will be awarded.
Winning entries selected by a committee of
labour and management representatives
A yearly award of $500 for the idea that saves
the most in printing costs
Names of winners posted in the monthly
newsletter, Banking News
Descriptions of the winning ideas posted in
the monthly newsletter
Monthly prizes of $100 drawn from a list of all
people whose ideas have been selected
g. What would be the most suitable way to close this
message?
Using the ideas that you have selected, write the
complete message about the paper-saving incentive
program.
3. A Memo Encouraging College Students
to Conserve Paper
Assume that you are the director of information technology in a small business college that has several
computer labs that students use both to learn business
applications and to complete their assignments. Each
lab contains a networked printer that students can use
for printouts. During the last several years, you have
become concerned with the amount of wasted paper
and unnecessary printing taking place in the labs.
During random checks of the printouts left behind in
recent months, you have observed multiple printouts
of resums containing the same error, PowerPoint
presentations printed with one slide to a page, and
spreadsheets containing only a single number.

Over the last year you have tried various approaches to reduce printing costs.
You have already tried restricting the amount of
paper put into printers each day, posting signs by
the printers encouraging conservation, and asking
instructors to monitor students printing habits more
closely. None of these measures has caused a significant drop in the amount of paper being wasted.
Printing costs have reached an intolerable level
both in terms of the expenses associated with paper
and printing supplies and in terms of the environmental damage caused by such waste.
Therefore, you have decided to implement a different solution. Beginning next term, all printing from
labs will be charged to the students, just as it is now
for photocopying. Here are the new procedures:

Students will receive 50 pages of free printouts

at the start of each term.
When printing, students will have to enter
their passwords and log on to their college
accounts.
Students print balances will be recorded on
their college accounts.
Cost of additional printouts: $10 for 100 pages.
Printouts can be purchased at the college
bookstore and added to their accounts.
Students who have used all their printing
credits will not be able to print until they have
purchased more credits.
Bookstore hours: 9 a.m. to 5 p.m. every weekday.
An email has already been sent to all students in
the college informing them of the new printing procedures. Many students do not use their college email
accounts on a regular basis so you will also be posting
the information in a memo on the bulletin board next
to each printer. It is not necessary to use all the information above, but you will have to explain the new
procedures carefully so that people do not lose the
ability to print. You will need to win support for the
new procedures (or at least minimize complaints) so
your announcement should present the information
in a positive way.
4. An Email Enquiring about Implementation
of a Paperless Office
Assume that you are the vice-president in charge of
customer relations in a company that installs specialized telecommunications equipment for large corporate clients. The company recently changed from a
paper-based system to a computerized approach in

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an attempt to remain competitive in a changing

marketplace.
The sales department was chosen to be the first to
move toward digital information because it interacts
with all other departments within the company as
well as dealing extensively with clientsproducing
complex multi-page documents that contain details of
new projects.
The move to a paperless approach within the
sales department consisted of a two-part plan:
i. Improving the bidding process so that the various departments involved with preparing cost
projections can store their estimates in a central
database and update information rapidly when
conditions change.
ii. Providing sales representatives with laptops and a
database containing information on their customers technical requirements that will allow
the reps to share information with other people
within the company about the customers needs.
You are happy to see that the sales department
has made a relatively smooth transition to the new
system. The new graphical interface produced fewer
technological problems than expected. Sales representatives working in the field and engineers and technologists working in the office were able to work out
the details of the new bidding process so that it is
workable by everyone concerned.
However, the transition from the older system of
sales reps keeping their clients records in personal
notebooks to the new digital database has not gone
as smoothly. Some of the sales representatives have
entered some data into the customer database, indicating that there are probably no technical problems,
but much of the information is too general to be very
useful. Write an email to Justin Gavoya, manager for
sales and client accounts, to find out the cause of the
problem.
Select information from this list for your message. You do not need to use all the information.
Details that would enable the company to gain
a better understanding of its customers
requirements were often entered just before a
contract was drawn up, too late to be useful.
Sales representatives spend much of their time
on the road, meeting with clients, and socializing with customers during luncheon meetings,
hockey games, and other face-to-face contacts.
Unlike the engineers and technical people who
work at the main office, the sales reps spend
only a day or two each week in the office.

A shared database of customer information

should facilitate contact among sales representatives and between the sales department and
the main office.
Ask Gavoya to pass on your appreciation to the
sales representatives for the smooth transition to the
paperless bidding system. Ask him for an explanation
for the vague information about clients that is being
entered into the customer database. Find out if the
problem is due to a technical glitch, a lack of time on
the sales reps part, or some other reason.24
5. Email about the Ownership of Sales Data
Assume that you are the manager for sales and client
accounts for the telecommunications company
described above. This morning you received an email
inquiry from the vice-president in charge of customer
relations. Sabrina Winzinowich congratulated you on
your departments relatively smooth transition to the
new system. However, Winzinowich expressed concern
that the database of customer information contained
far less data than expected, much of it vague. She has
asked you to explain why your sales representatives
have been reluctant to enter the data and instead have
continued to store the information in paper notebooks.
After talking with your sales reps, you have assembled a list of their comments. Write a reply to
Winzinowichs email by using some of the information
below:

Much of the work of sales representatives

involves relationship management with key
people within the customer organizations.
Information on customers was acquired through
lunch meetings, golf games, and other face-toface contacts.
Reps notes often contained information on
customers leisure activities, family lives, and
personal characteristics.
The notes also included the names of people
with whom they did not want to negotiate, as
well as their reasons for wanting to avoid particular people.
The sales representatives insisted that the
information was subjective and useful only to
the reps themselves.
Some of the information could be considered
libellous if released to the wrong people.
Others felt that sharing the information with
others in the company would make the sales
representatives easier to replace, thus jeopardizing their long-term job prospects.

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Most sales reps insisted that they would continue to keep the information in their own
notebooks, releasing only the most general
information into the company database.
They argued that as long as they did their jobs,
the information that they kept on their clients
was of no business to anyone else within the
company.
Several reps threatened to quit (and take their
notebooks with them) if any further attempt
was made by pushy members of upper management to coerce them into providing the company with personal data from their client lists.
Respond to Winzinowichs email, explaining that
the sales representatives are willing to enter customers technical requirements into the database but
will continue to record personal information about
the clients in their own notebooks.25
6. Letter Informing Bank Customers about Online
Banking
Assume that you are part of the environmental working group at the Bank of Yellowknife. In 2004, the
group was asked to create an environmental policy for
paper use. The policy gives direction on paper conservation efforts and on improving the environmental
qualities of the banks paper choices, such as the use of
recycled content and the introduction of measures to
reduce paper use. The policy was reviewed by an external group of stakeholders and was launched in 2006.
Your task is to write a letter to account holders
inviting them to convert their existing accounts to
online accounts that use less paper.
Use some, but not all, of the information from the
list below to explain the features of online banking:

Electronic banking accounts are paper-free

and eco-friendly.
Online accounts do not require passbooks or
mailed monthly statements.
Accounts record 24 months of online transaction history.
Online banking customers can receive and pay
bills online, saving postage and transportation
costs.
Customers can find out more information
and begin the process of converting their
accounts by going to the banks website:
www.bankofyellowknife.ca/online_accounts.
The Bank of Yellowknife introduced paperless
record keeping for all Canadian staff in 2005.

The bank does not use email to warn customers

of security risks. Any email messages claiming
to be from the bank and asking for account
information should be reported to the bank, but
phishing attempts should never be answered.
The use of passwords and 128-bit encryption
makes online banking a safe alternative to traditional banking.
During 2007, more than 15 000 employees
switched to online banking.
The bank now has more than 51 000 paperless
employee accounts.
Internet banking requires a computer and an
internet connection.
The bank has already saved millions of printed
pages as a result of the implementation of
paperless staff accounts.
At the head office in Yellowknife, more than
70 percent of waste has been diverted from
landfill through recycling programs.

7. Email Informing Staff of a Conversion

to a Paperless Office
Assume that you are the assistant to the manager
of engineering at an engineering consulting firm.
Yesterday, Steve Grey, the manager of engineering,
informed you that he had finally received approval to
convert the office to a new operating mode that relies
more on electronic communication and less on paper.
Grey has asked you to pass on the news to the other
people in the office.
The conversion will require changes in three key
areas:
i. A greater use of email for communication with
clients and co-workers
ii. Increased use of databases and electronic forms
for customer orders and client records
iii. Scanning of old paper-based files so that they can
be stored electronically
The increasing dependence on email and electronic communication should produce few problems,
but Grey expects that the scanning of the old files will
be met with resistance.
He wants you to take steps to make the work go
as quickly as possible.
We do not expect the office staff to do the actual
scanning, but we do want the technicians work to go
as smoothly as possible, says Grey. I want you to
write an email informing the engineering staff of the
change. Some of those people have two or three filing

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cabinets filled with files they havent looked at in

years. They should welcome the opportunity to get rid
of some of their junk. Unfortunately, some of them
will be annoyed. Youve got to convince them that a
purge will be good for everyone.
He goes on to tell you the specific details of how
the transition will work. The rough notes from your
meeting with Grey appear below. It is not necessary to
use all the information:
Staff will now be allotted one drawer of a filing
cabinet for paper files related to their current
projects.

All other information will be stored electronically.

Place unneeded files in a disposal bin for
shredding.
Place archival information into the basket
(provided) to be scanned
Archive signed contracts, records of meetings,
correspondence, reports more than three years
old.
Filing cabinets will be collected in one month
and replaced with new, smaller units.

Some people have a difficult time accepting the concept of the paperless office.

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More than 16 tonnes of paper is expected to be

shredded from this office.
Electronic files will be stored in a secure location and backed up every night.

8. Best Places to Work Contest: Letter Requesting

Information
Assume that you are the manager of human resources
for your employer. At a meeting of the companys
managers, your companys CEO, Ali Stein, produced a
copy of the article entitled 50 Best Employers in
Canada and said, We should be on that list. Our
company is making a profit, our employees are content, and our products are selling well. Please look
into it and get back to me.
After reading the article and looking into the
website that was set up to explain the contest, you
reported the information found below to Stein. All of
this is good, he said, but before I can commit to the
project, we need more information. See if you can get
a copy of each of the surveys. Also find out what it
would cost to provide us with a detailed analysis of
the results. And ask them for a more detailed description of the analysis.
Also I need you to find out how many companies have entered the contest; its not very flattering to
be in the top 50 if only 55 companies entered. See
if you can find out whether the losing companies
names are released as well. Im not sure if we will want
to be a part of this if they are.
Some of this sounds too good to be true. I know
the website says its free and that they even pay the
postage, but they have to get their money from somewhere. See if you can find out if theres a catch.
As your instructor directs, write either a letter or
an email message to Hewitt Associates requesting further information. Here are the company addresses:

part-time employees, making it one of Canadas

fastest-growing businesses.
Yesterday in a department meeting, the manager of
human resources, Amelie Trebeck, announced that the
company was planning to enter The Globe and Mail
Report on Business Magazines 50 Best Employers in
Canadacontest. The annual contest surveys employees
to identify the best places to work in Canada. According
to Trebeck, the companys CEO, Ali Stein, is thinking of
expanding the companys operations to other provinces,
and he believes that the publicity of winning a place on
the list should provide a boost to the companys reputation.In addition, Trebeck pointed out,winning such
an award will enhance the departments reputation as
well. And it wont hurt anyone in the department when
it comes time for year-end bonuses to be awarded.
She goes on to explain that a companys standing
is based on the results of several surveys that are to be
completed by employees. Use any (but not all) of the
information from the list below that will help you to
prepare the email.

Hewitt Associates
1111 West Georgia Street
Suite 2010
Vancouver, British Columbia V6E 4M3
[email protected]
9. Best Places to Work Contest: Email Informing
Employees
Assume that you work in the human resources
department of a medium-sized business. Since the
company began in 1995, it has gained a positive local
reputation as a good place to work. Your company has
grown from a small business employing 20 people to
its present position of employing almost 800 full- and

All surveys are anonymous, so employee participation cannot be made mandatory.

Entrants must have operated in Canada for at
least three years and have 400 or more permanent employees.
Participating organizations are required to
administer all three of the following surveys in
their organization:
i. Leadership Team Surveycompleted by all
members of senior management. The
online survey takes 45 minutes to complete.
ii. Employee Opinion Surveycompleted by
60% of your employees (480 people). The
online or paper-based survey takes 35 minutes to complete.
iii. Human Resources Surveycompleted by
the head of HR. The online survey takes 2
hours to complete.
The service is free to the company. Both
online and paper-based surveys are provided
free of charge. Postage is also paid by Hewitt
Associates.
Data is analyzed by Hewitt Associates, an
international company that specializes in providing human resource services to companies
around the world.
Surveys must be submitted by June 30.
Winners will be announced in the January
issue of Report on Business.

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All companies participating will receive a

standard report of the results. Further, more
detailed analysis can be arranged at a cost.
The survey measures three elements of
employee engagement: whether workers speak
positively about the organization to others,
have a desire to remain a member of the
organization, and are dedicated to helping the
business succeed.26
Trebeck announces that you have been appointed
to the position of survey coordinator. Your job,
she says, is to encourage employees to participate in
the surveys and to deal with the agency conducting
the contest, Hewitt Associates. Your company will be
included in this years contest only if a sufficient number of employees complete the survey. Write an email
to all employees in the company, explaining the contest and encouraging them to participate.
10. Letter Inquiring about a Rewards Program
Assume that you are employed by a locally owned
credit union that provides financial services to the
community in which you live. You have been looking
for ways to improve employee morale. Employees are
relatively content with their wages and benefits package, so you have decided to look into award vouchers
that will allow your better workers to choose from a
few luxury items for themselves rather than monetary
awards, which would probably go toward paying bills.
Rather than managing the program yourself, you have
decided to contract the plan out to a business that
specializes in such things, but you need to find out
more information.
If all you wanted to do was present gift cards to
employees, you could pick them up at any local mall
but you want more than that. You need an organization that will allow managers to award a few points for
coming in early and many points for winning a major
contract. Employees would then redeem the points
for various gifts.
Write a letter to a potential supplier asking about
its rewards program. Your address is Precambrian
Credit Union of Ontario, Box 1222, Sundridge,
Ontario, P0A 1Z0. Before you agree to such a service,
you require further information. Use some, but not
all, of the ideas in the following list to help you put
together your questions.
Background information:
Precambrian Credit Union pays better wages
than most other similar employers in the area.
Sundridge is located between Toronto and
North Bay.

Last year out of a total staff of twenty, you lost

three employees and hired four.
Half of your employees are male; half are female.
Employees already have a dental plan and government health insurance.
Information needed:
Procedure for employees to redeem points
Procedure for managers to award points
Evidence that reward programs improve
employee performance
Catalogue of available prizes
Cost of the service
Are rewards considered taxable income? If so,
does the employee or the company pay?
11. Memo Soliciting Volunteers
Assume that you are the human resources director at
Peak of the Market, a community-minded company
that processes and sells fresh vegetables to markets
across North America and Asia. Part of your companys
mission is to serve the community. Last year the company donated more than 400 000 kilograms of fresh
vegetables to various community-based foodbanks.27
As HR director you believe that employees want
more from a job than just a paycheque at the end of
the week. In addition to their regular paycheques and
benefits, your employees receive other rewards from
helping others that go far beyond money. Sometimes
your companys community service activities give you
the opportunity to reward workers in other ways.
Assume that Peak of the Market has been asked to
provide volunteers to collect food donations for a
local food bank from people attending a local sporting event. You have been asked to recruit volunteers.
Use some, but not all, of the information below in
your memo or email to all employees:
This is a playoff game. Tickets are hard to find.
You have made a similar offer during other
games this year. Support has been good but
not great.
So far this year volunteers have collected almost
one tonne of canned and dried food.
This is the first time in five years that the team
has made the playoffs.
The team missed the playoffs last year because
of a coaching error in the final game of the
regular season.
All volunteers receive a ticket to the game plus
a voucher for a burger and soft drink.

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Employees spouses or children may also

volunteer provided they are able to perform
the required duties. (Children under 16 are
ineligible.)
People may sign up either by email or on one of
the sign-up sheets posted in the break rooms.
People should sign up only if they actually
intend to volunteer. (You havent had a problem with no-shows in the past, but you dont
want to start now.)
Volunteers need to indicate which position
they are volunteering for and the ages of any
children who will be assisting.
The deadline for signing up is the first of next
month.
The game is on the tenth of next month.
Game time is 2:00 p.m. Volunteers should be
there by 1:00.
Tickets and vouchers will be distributed by the
supervisors a few days in advance of the game.

Duties of Game day Volunteers:

Staff drop-off booths
Load donations onto trucks (some lifting
required)
Arrive an hour before game time and to miss
the first thirty minutes of the game
Duties of Pre-game Volunteers:
Organize volunteers into work teams and
notify them of their drop-off stations
Notify media outlets of the food drive
Complete advance work a week before the
game and an hour before the games
Involves no lifting
Expect to see most of the game
Duties of Post-game Volunteers
Return to the warehouse after the game and sort
donations (estimated time about 90 minutes)
Do some lifting
Expect to see the entire game
Do not consume alcohol during the game to
ensure safety
12. Letter Inquiring about an Overseas Business
Opportunity
Assume that you work for the marketing department
of Ten Thousand Villages, a business that specializes
in fair trade marketing. Ten Thousand Villages helps

artisans and food producers in developing countries

market their products across North America so that
they receive fair value for the work that they do.28 In
addition to operating retail stores in many cities, it
also offers its products for sale over the internet at
www.tenthousandvillages.ca.
Product offerings range from chocolate purchased from farmers co-ops in Central and South
America, drums and handicrafts from a non-profit
marketing outlet in India, and hand-knotted oriental
rugs from the Middle East to soapstone bookends
from an artisan group in Kenya.
Ten Thousand Villages is always interested in
expanding its product line as long as the profits go
directly to the producers and are not absorbed by brokers or intermediaries. Recently a colleague returned
from the South Pacific country of Papua New Guinea
(PNG) with a number of fascinating artifacts that she
suggested that you look into carrying. The crafts are
indeed interesting, but before you can carry them, you
have to ensure that you will be able to stay faithful to the
principles of the store and ensure that the producers
receive maximum benefits of their work. After doing
some research on the country by using the internet, you
have come up with a potential source of information
about village cooperatives in PNG. Write a letter to the
following address explaining the idea behind Ten
Thousand Villages and asking whether they can put you
in contact with artisans co-operatives so that you can
purchase locally produced crafts from PNG:
Village Development Trust
PO BOX 2397 Lae 411
Papua New Guinea
You will need to find out details of existing
cooperatives that could supply your store and
whether there are any government or environmental
regulations on the types of purchases you make.
Since shipping costs from the South Pacific could
add up, you are especially interested in products that
are easy to ship.
Some of the information in the following lists
may be useful in your letter:

Papua New Guinea has a population of about

5 million people and more than 700 native
languages are spoken.

PNG was a colony of Australia until 1975 and is

now a member of the British Commonwealth,
governed by a parliamentary democracy.

PNG is home to 3000 different kinds of orchids

and 30 species of the bird of paradise.

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Your colleague has told you about these villagemade crafts:

Net bags, or bilums, made by hand from natural fibres
Stone axes that were once used as tools and
weapons but that are now purely ceremonial
Masks made of wood and clay and decorated
with shells and pigs teeth
Carved walking sticks, stools, and tables
Handheld Kundu drums shaped like an
hourglass
Carved wooded storyboards that illustrate
incidents of village life29

Here is further information about Ten Thousand

Villages:
You work with more than one hundred artisan
groups in more than thirty countries in Africa,
Asia, and Latin America.
Your work is based on the principle that trade
should have a conscience.
You choose handicrafts that reflect rich cultural
traditions, that are environmentally sensitive,
and that appeal to North American consumers.
Ten Thousand Villages was started in 1946
by Edna Ruth Byler, a Mennonite Central
Committee worker.

Writing Skills Checkup: Using Numbers in Business Writing

Numerals are used in the following situations:
Showing precision (a 2.1 percent increase)
Expressing large quantities (178 cars in the lot)
Stating money, serial numbers, phone numbers
(416-555-6789)
Numbers are written as words in these situations:
Beginning a sentence (Twenty-one people signed the
petition).
Expressing small numbers (usually numbers that can
be expressed in one or two words). Two-word numbers expressing ninety-nine or less require a hyphen.
Showing approximate amounts (Almost fifty people
entered).
Combinations of words and numerals are sometimes
needed for clarity:
Showing very large numbers (Canada has a population
of 33 million.)
When two numbers appear together (I ordered 25
eighty-page booklets.)
Numbers with symbols are used in these cases:
Showing specific amounts of money (They received a
$1.25 increase in hourly wages.) More general
references use words (That is as phony as a threedollar bill.)
Showing serial numbers (We requisitioned a new
computer: #123abc456.)

Indicating percentages in tables or in scientific writing;

business writing usually uses the word percent
(Productivity increased by 13 percent.)

In statistical writing and other documents that make

frequent use of numbers, numerals and symbols are often
used instead of words.
Correct the use of numbers in these sentences. Some
are correct. An example is shown:
Incorrect: Reformatting a property tax form to save
paper saved one county twenty seven thousand dollars and twenty-five hundred kilograms of paper30
Correct: Reformatting a property tax form to save
paper saved one country $27 000 and 2500 kilograms of paper.

1. It has been estimated that one market-size pulpwood

tree makes about twelve thousand sheets of standard
writing paper.
2. Some experts claim that electronic records will be
readable for only a fraction of the two- to 300-year
life expectancy of acid-free paper.
3. Worldwide in 1998 there were 218 000.000 printers,
22 000 000 multifunction machines (printer, scanner,
and copier in 1), and 12 000 000 copiers.31
4. The average employee in a large company in Canada
prints almost fifty pages a day, while the average
employee based in a small-to-medium-sized environment (fewer than 500 employees) prints 35 pages a day.

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5. Business documents represent 62 percent of pages

8. Currently, the average U.S. office worker is estimated

being printed, while email and Internet printing represent averages of 16 and nine percent of total print
volumes.32
6. In 2003, the TD bank evaluated all paper reports sent
to retail branches and eliminated approximately
twenty-five % of all existing reports or converted
them to an online format, reducing the amount of
stationery consumed each year by approximately
forty-four and a half million sheets.33
7. Online banking offers the convenience of banking
24 hours a day, 7 days a week, and can save 100s of
dollars each year in postage and travel expenses.

to use a sheet of paper every 12 minutesa ream per

person every 2 1/2 working weeksand to dispose of
50 to 90 kilograms of paper every year.
9. To store 2 000 000 paper documents, an organization
can expect to spend between $40 000 and $60 000 on
filing cabinets alone. Those same files could fit on
fewer than ten CD-ROMs and require considerably
less rented floor space.