Learning Guide

BSBWRT411 - Write complex documents

Table of Contents

This Learner Guide............................................................................................................ 4

I. Plan Complex Document .............................................................................................. 12
1.1 Determine Audience, Purpose and Requirements of Document According to
Organisation Policies and Procedures ............................................................................. 13
1.1.1 Purpose ..................................................................................................................... 14
1.1.2 Audience ................................................................................................................... 15
1.1.3 Requirements ........................................................................................................... 16
1.2 Determine Required Format, Style and Structure for Document ................................... 31
1.2.1 Format ...................................................................................................................... 31
1.2.2 Style .......................................................................................................................... 34
1.2.3 Structure ................................................................................................................... 35
1.3 Establish Method of Communication .............................................................................. 47
1.3.1 Choosing the Best Method of Communication ....................................................... 47
1.4 Develop Content Overview of Document ....................................................................... 50
1.5 Determine Categories and Logical Sequence of Information According to Proposed
Structure, Content and Document Requirements .......................................................... 53
1.5.1 Selecting Information............................................................................................... 53
1.5.2 Classifying Data ........................................................................................................ 55
1.5.3 Sequencing Data....................................................................................................... 55

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II. Draft Complex Document ........................................................................................... 58
2.1 Confirm Information is Cohesive and Satisfies Document Purpose and Requirements . 59
2.2 Develop Draft Document to Communicate Data, Information and Knowledge
According to Organisational Policies and Procedures ..................................................... 64
2.3 Identify Gaps in Required Data, Information and Knowledge, and Collect Additional
Material from Relevant Sources, If Required .................................................................. 68
2.3.1 Checking Details ....................................................................................................... 69
2.3.2 Collecting Additional Material ................................................................................. 71
2.4 Draft Text According to Document Purposes and Requirements ................................... 72
III. Finalise Complex Document ....................................................................................... 76
3.1 Review Draft Text and Confirm Document Purpose and Requirements are Met .......... 77
3.2 Check Grammar, Spelling and Style for Accuracy and Punctuation ................................ 82
3.3 Confirm Draft Text is Approved by Relevant Organisation Personnel ............................ 87
3.4 Review and Incorporate Any Amendments in Final Copy ............................................... 90
3.5 Apply Basic Design Elements for Documents Appropriate to Audience and Purpose .... 92
3.6 Check Document and Confirm All Requirements are Met .............................................. 97
References ................................................................................................................... 100

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This Learner Guide
BSBWRT411 - Write complex documents (Release 1)
This unit describes the skills and knowledge required to plan, draft and finalise complex
documents.
The unit applies to individuals who work in a range of business environments and are skilled
in the creation of documents that are more complex than basic correspondence, memos
and/or forms and that require review and analysis of a range of information sources.
No licensing, legislative or certification requirements apply to this unit at the time of
publication.

A complete copy of the above unit of competency can be downloaded from the TGA
website:
https://training.gov.au/Training/Details/BSBWRT411

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About this Unit of Study Introduction
As a worker, a trainee, or a future worker, you want to enjoy your work and become known
as a valuable team member. This unit of competency will help you acquire the knowledge
and skills to work effectively as an individual and in groups. It will give you the basis to
contribute to the goals of the organisation which employs you.
It is essential that you begin your training by becoming familiar with the industry standards
to which organisations must conform.

This Learner Guide Covers

Write complex documents
I. Plan complex document
II. Draft complex document
III. Finalise complex document

Learning Program
As you progress through this unit of study, you will develop skills in locating and
understanding an organisation’s policies and procedures. You will build up a sound
knowledge of the industry standards within which organisations must operate. You will
become more aware of the effect that your own skills in dealing with people have on your
success or otherwise in the workplace. Knowledge of your skills and capabilities will help you
make informed choices about your further study and career options.

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Additional Learning Support
To obtain additional support you may:
▪ Search for other resources. You may find books, journals, videos and other materials
which provide additional information about topics in this unit.
▪ Search for other resources in your local library. Most libraries keep information about
government departments and other organisations, services and programs. The
librarian should be able to help you locate such resources.
▪ Contact information services such as Infolink, Equal Opportunity Commission,
Commissioner of Workplace Agreements, Union organisations, and public relations
and information services provided by various government departments. Many of
these services are listed in the telephone directory.
▪ Contact your facilitator.

Facilitation
Your training organisation will provide you with a facilitator. Your facilitator will play an
active role in supporting your learning. Your facilitator will help you at any time during
working hours to assist with:
▪ How and when to make contact,
▪ what you need to do to complete this unit of study, and
▪ what support will be provided.
Here are some of the things your facilitator may do to make your study easier:
▪ Give you a clear visual timetable of events for the semester or term in which you are
enrolled, including any deadlines for assessments.
▪ Provide you with online webinar times and availability.
▪ Use ‘action sheets’ to remind you about tasks you need to complete, and updates on
websites.
▪ Make themselves available by telephone for support discussion and provide you with
industry updates by email where applicable.
▪ Keep in touch with you during your studies.

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Flexible Learning
Studying to become a competent worker is an interesting and exciting thing to do. You will
learn about current issues in this area. You will establish relationships with other students,
fellow workers, and clients. You will learn about your own ideas, attitudes, and values. You
will also have fun. (Most of the time!)
At other times, studying can seem overwhelming and impossibly demanding, particularly
when you have an assignment to do and you aren’t sure how to tackle it, your family and
friends want you to spend time with them, or a movie you want to see is on television.
Sometimes being a student can be hard.
Here are some ideas to help you through the hard times. To study effectively, you need
space, resources, and time.

Space
Try to set up a place at home or at work where:
1. You can keep your study materials,
2. you can be reasonably quiet and free from interruptions, and
3. you can be reasonably comfortable, with good lighting, seating, and a flat surface for
writing.
If it is impossible for you to set up a study space, perhaps you could use your local library.
You will not be able to store your study materials there, but you will have quiet, a desk and
chair, and easy access to the other facilities.

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Study Resources
The most basic resources you will need are:
1. A chair
2. A desk or table
3. A computer with Internet access
4. A reading lamp or good light
5. A folder or file to keep your notes and study materials together
6. Materials to record information (pen and paper or notebooks, or a computer and
printer)
7. Reference materials, including a dictionary
Do not forget that other people can be valuable study resources. Your fellow workers, work
supervisor, other students, your facilitator, your local librarian, and workers in this area can
also help you.

Time
It is important to plan your study time. Work out a time that suits you and plan around it.
Most people find that studying, in short, concentrated blocks of time (an hour or two) at
regular intervals (daily, every second day, once a week) is more effective than trying to cram
a lot of learning into a whole day. You need time to ‘digest’ the information in one section
before you move on to the next, and everyone needs regular breaks from study to avoid
overload. Be realistic in allocating time for study. Look at what is required for the unit and
look at your other commitments.
Make up a study timetable and stick to it. Build in ‘deadlines’ and set yourself goals for
completing study tasks. Allow time for reading and completing activities. Remember that it
is the quality of the time you spend studying rather than the quantity that is important.

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Study Strategies
Different people have different learning ‘styles’. Some people learn best by listening or
repeating things out loud. Some learn best by ‘doing’, some by reading and making notes.
Assess your own learning style and try to identify any barriers to learning which might affect
you. Are you easily distracted? Are you afraid you will fail? Are you taking study too
seriously? Not seriously enough? Do you have supportive friends and family? Here are some
ideas for effective study strategies:
1. Make notes. This often helps you to remember new or unfamiliar information. Do
not worry about spelling or neatness, as long as you can read your own notes. Keep
your notes with the rest of your study materials and add to them as you go. Use
pictures and diagrams if this helps.
2. Underline keywords when you are reading the materials in this Learner Guide. (Do
not underline things in other people’s books.) This also helps you to remember
important points.
3. Talk to other people (fellow workers, fellow students, friends, family, or your
facilitator) about what you are learning. As well as help you to clarify and understand
new ideas, talking also gives you a chance to find out extra information and to get
fresh ideas and different points of view.

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Using this Learner Guide
A Learner Guide is just that, a guide to help you learn. A Learner Guide is not a textbook.
Your Learner Guide will:
1. Describe the skills you need to demonstrate to achieve competency for this unit.
2. Provide information and knowledge to help you develop your skills.
3. Provide you with structured learning activities to help you absorb knowledge and
information and practice your skills.
4. Direct you to other sources of additional knowledge and information about topics for
this unit.

How to Get the Most Out of Your Learner Guide

Some sections are quite long and cover complex ideas and information. If you come across
anything you do not understand:
1. Talk to your facilitator.
2. Research the area using the books and materials listed under Resources.
3. Discuss the issue with other people (your workplace supervisor, fellow workers,
fellow students).
4. Try to relate the information presented in this Learner Guide to your own experience
and to what you already know.
5. Ask yourself questions as you go. For example, ‘Have I seen this happening
anywhere?’ ‘Could this apply to me?’ ‘What if...’ This will help you to ‘make sense’ of
new material, and to build on your existing knowledge.
6. Talk to people about your study. Talking is a great way to reinforce what you are
learning.
7. Make notes.
8. Work through the activities. Even if you are tempted to skip some activities, do them
anyway. They are there for a reason, and even if you already have the knowledge or
skills relating to a particular activity, doing them will help to reinforce what you
already know. If you do not understand an activity, think carefully about the way the
questions or instructions are phrased. Read the section again to see if you can make
sense of it. If you are still confused, contact your facilitator or discuss the activity with
other students, fellow workers or with your workplace supervisor.

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Additional Research, Reading, and Note-Taking
If you are using the additional references and resources suggested in the Learner Guide to
take your knowledge a step further, there are a few simple things to keep in mind to make
this kind of research easier.
Always make a note of the author’s name, the title of the book or article, the edition, when
it was published, where it was published, and the name of the publisher. This includes online
articles. If you are taking notes about specific ideas or information, you will need to put the
page number as well. This is called the reference information. You will need this for some
assessment tasks, and it will help you to find the book again if you need to.
Keep your notes short and to the point. Relate your notes to the material in your Learner
Guide. Put things into your own words. This will give you a better understanding of the
material.
Start off with a question you want answered when you are exploring additional resource
materials. This will structure your reading and save you time.

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I. Plan Complex Document

Most people dislike reading disorganised and incoherent text. When documents are not
written or planned properly, they usually end up filled with unnecessary information.
Because of this, it is crucial for every writer to include planning in the writing process.
Planning is one of the most important stages in writing an effective document. It helps you
determine who your audience is, what your objectives are, and why you are writing the
document. When writers plan, they usually take note of the document’s required format,
style, and structure. This is important because it helps them communicate with their
audience better and it also helps them clarify their thoughts and determine what they want
to achieve.
The planning process comprises of five steps, namely: determining the document’s audience,
requirements, and purpose, determining its required format, style, and structure,
establishing a method of communication, developing an overview of the document, and
finding data that conforms something that is worth reading.

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1.1 Determine Audience, Purpose and Requirements of Document According to
Organisation Policies and Procedures

Document writing is an essential skill. When writing complex documents, it is always

important to determine your document’s audience, purpose, and requirements before you
begin writing. The purpose, length, format, and order of the document may vary according
to what you are trying to achieve, but there are similar basic requirements in every
document. This includes following your organisation’s policies, procedures, and preferred
format. It is always important to consider your organisation’s policies and procedures to
ensure consistency and productivity while writing.
All document production starts with deciding the purpose of your writing. You must first
determine your aims in writing your document because it influences your document’s
content, tone, and style. You may write a document to inform, persuade, or entertain an
audience. Ensure to determine why you are writing your document before you even begin
writing.

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1.1.1 Purpose
Purpose refers to what you intend to achieve. It is the single reason for writing your
document. Selecting your goal is the first and crucial step in writing. Expressing your purpose
in one clear and concise statement will clarify your thoughts and prepare you for the next
steps.
Keep a note of your purpose in clear view while you are working. You must do this so that
you can check periodically to ensure you are not drifting off course. If you discover that your
writing has taken you in a different direction, stop and reassess what you are trying to
achieve. You can then rewrite your document with a renewed focus or change your purpose
to meet the needs of the new information.
The various uses of documents that you will learn about in this unit include:
▪ Conveying research findings
Information about research findings is generally produced to communicate results to
other researchers, funders, policy makers, and the public. Often, these are lengthy
and incorporate significant amounts of technical information. You will not be looking
at extensive technical issues, but rather the basic reporting format that applies to all
reports.
▪ Influencing attitudes, opinions, and beliefs
These documents will contain arguments and information. They could range in
length, depending on the message and intended audience, from an email to a report.
▪ Meeting legal requirements
Again, the length of these documents will vary according to the purpose, but will all
be dated, use formal language, and may use many words and phrases which you will
require assistance to understand fully. They usually require a signature and often a
witness to that signature. Always use black ink when writing or signing legal
documents.

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 ▪ Meeting other data, information, or knowledge needs of an audience
The transference of information may take many forms. Short amounts of data may
be included in a memo or email, and there may be an attachment of other longer
documents included in the email. If there is substantial information, a report may be
required. This could also require a public presentation or speech, and is included here
because you must produce a written version of your presentation before you actually
stand up and speak if you truly intend your audience to understand and be able to
act on your information.
▪ Proposing recommendations, options, and actions
To propose a recommendation, you may have to do so at a meeting, or you may be
able to present the background, information, and your recommendation in a written
format.

1.1.2 Audience
Knowing your audience is an important part of the planning process. It is too easy to forget
who you are writing to when you are engrossed in writing your document. However, all this
can be avoided when you consider who your audience is.
You must first determine who you are writing to so you can establish how your document
will appear in writing. Your document needs to be reader-friendly, which is why you must
ensure that you have a specific audience in mind. Remember, you are writing to somebody,
and the way you write can impact how they understand what you have written.
Writing documents always involves rhetorical decisions. When you write a letter to an
important executive, for example, you know that they might expect you to address them
more formally than you would speak to your friends. On the other hand, it may seem rude
or strange to your friends if you spoke to them in the same way you would to an executive.
It is important to consider who you are writing to, to know how you should approach them.
Knowing who your audience is can help you adjust the way you approach certain situations
based on your audience’s expectations.

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1.1.3 Requirements
Choosing the proper style, format, and structure can help you make a good first impression
on your readers. They can also help you convey a sense of professionalism when writing your
document. Each document type has its own requirements, whether it is a specific format,
writing style, or genre.
You can communicate your thoughts better by following the requirements set by your
organisation. These requirements of documents may include:

Compliance with
proformas,
File types and sizes for
Compliance with genre standardised reporting
online documents
requirements or
undertakings

Organisational policy,
Writing styles, including
procedures, and
Languages other than simplicity of English and
guidelines applying to
English use of technical
writing documents,
language
including house style

Standard for references,

Point numbering
Visuals footnotes, citations,
systems
acknowledgements

Timeline, including Rules and conventions

deadlines for written English

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Compliance with genre
A ‘genre’ is a socially agreed upon and recognised form of communication that a group of
people have developed over time to communicate more effectively and efficiently with one
another. There are many communication genres, including speech genres and genres of
writing. A telephone conversation would be an example of a speech genre. Telephone
conversations usually include a generic beginning, modes of development, and endings. An
email message would be an example of a genre of writing. In businesses, written
communication takes several different forms, including email messages, memos, resumes,
letters, proposals, reports, advertisements, contracts, etc.
A genre consists of formatting and structure. Formatting in documents refers to how the
contents of a document are arranged and laid out on the page. This concerns whether the
contents are visually appealing based on their arrangements and layout, as well as the styles
used to present the information (i.e. font style, use of lists and columns, spacing, etc.). When
you picture the visual design of a business letter – with the address of the receiver, the
address of the sender, the date, salutation, message and closing – arranged conventionally
upon the page, you are picturing the formatting of a business letter. Formatting can easily
be reproduced as a template yet provides little or no assistance to writers for generating the
content of their documents.
Meanwhile, the term ’structure’ refers to the set of topics that readers of a particular genre
of writing expect to find included. When you imagine an outline or a table of contents for a
document, you also imagine a structure. Structures can help writers generate and organise
the content of their documents but are less useful than templates for arranging information
visually on a page. This guide uses the term, ’superstructure,’ to describe not only the set of
topics typically including in a specific genre of writing, (a proposal for example) but also to
suggest a logical order for arranging those topics.
When you become a member of an organisation, pay close attention to the genres of writing
members of that organisation typically produce, including their formatting and structures.
The best advice to follow when you need to write an unfamiliar document is to collect similar
documents produced by others in the organisation. Observe these documents to determine
what they have in common, how they differ and most importantly, why they differ when
they do.

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The level of formality you write with should be determined by the expectations of your
audience and your purpose. For example, if you are writing a cover letter for a job application
or a college academic essay, you would write in a formal style. If you are writing a letter to a
friend, writing something personal, or even writing something for a humorous or special
interest magazine when informal writing is expected, you will use a more informal style.
Formality exists on a scale – in the example below, a letter of application to a known
colleague can result in a semi-formal style.
Here are some examples:
▪ Formal (Written to an unknown audience)
I am applying for the receptionist position advertised in the local paper. I am an
excellent candidate for the job because of my significant secretarial experience, good
language skills, and sense of organisation.
▪ Semi-formal (Written to a well-known individual)
I am applying for the receptionist position that is currently open in the company. As
you are aware, I have worked as a temporary employee with your company in this
position before. As such, I not only have experience and knowledge of this position,
but also already understand the company’s needs and requirements for this job.
▪ Informal (Incorrect)
Hi! I read in the paper that you were looking for a receptionist. I think that I am good
for that job because I have done stuff like it in the past, am good with words, and am
incredibly well organised.

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Compliance with pro forma, standardised reporting requirements or undertakings made
by the organisation about reporting and legal or traditional requirements
All organisations have fixed rules, regulations, and requirements to ensure everyone’s
safety, health, and welfare. Understanding how these rules and regulations are implemented
is a crucial step in the planning process. Failure to do so can lead to unnecessary problems.
Always make sure to perform the minimum requirements needed in your workplace to avoid
facing the consequences.

Pro forma
A pro forma is most often used to describe a practice or document that is provided as a
courtesy and/or satisfies minimum requirements, conforms to a norm or doctrine, tends to
be performed routinely and/or is considered a formality.
Pro forma statements are usually used to reduce the risks that come with establishing
businesses. This can include commitments to clients, like sales quotes and invoices. It can
also include projected outcomes and future expectations for businesses and can also report
the effects of changes made within the organisation.
When writing documents, always make sure to be informed of your organisation’s existing
pro forma statements. Doing this could avoid confusion and potential misunderstandings
within your organisation.

Standardised reporting requirements

Standard Business Reporting (SBR) is a standard approach to online or digital record-keeping
that was introduced by the government in 2010 to simplify business reporting obligations.
This system was implemented to make reporting obligations easier for businesses all over
the country.
SBR incorporates standard terms that are used in government legislation and reporting.
These terms are then linked to terms that are in the business/accounting software creating
consistency for business and government.
Compared to other ways of lodging government reports, SBR can reduce preparation and
submission time to a matter of seconds. Referring to SBR reports can help save you time
when writing documents. It can also make checking for errors and omissions easier and make
monitoring and updating information quicker. Ensure to refer to these reports to avoid any
discrepancies in writing.

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File types and sizes for online documents
Most businesses will have preferences for the types of files that can be sent or stored online.
This especially applies to graphic files. The size may also be important because the sending
and receiving systems must have the capacity to send and receive.
Likewise, senders and receivers must have compatible programs, and if there is a need for
items to be or not to be altered, will all impact on the choices of software used. For example,
if nothing is permitted to be changed, converting a file to PDF would be used. Ensure that
you are clearly aware of and strictly adhere to the requirements of your business.

Languages other than English

Microsoft Office supports the typing and editing of text in any language that is supported by
Microsoft Windows. Although your Microsoft Office program tries to automatically identify
each piece of text that you type with the correct language, there are things you can do to
ensure that a piece of text is identified with the correct language.
Before you work with text in another language in Microsoft Office programs, both Microsoft
Windows and Microsoft Office should be set up with the necessary functionality and settings.
However, your organisation may prefer to use a translation service. Regardless, professional
proofing is essential.

Organisational policy, procedures, and guidelines applying to writing documents, including

house style
Policies and procedures drive the processes. Policies are statements that state a set of
principles that help organisations achieve their set goals and objectives. They are a precise
plan of action that guides the decisions and achieves outcome(s). They clearly state the goals
and conditions and are similar to a report in length. They are also formally written and may
use very technical language.
Procedures, meanwhile, are a list of steps an employee must adhere to when completing a
particular task or activity defined by an organisation. They are detailed actions which have
to be executed in the same manner to obtain the same result, which was described in the
policy. These are written to make the policy workable and achieve the intention of the policy.

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Procedures provide specific guidelines for completing a task, such as filling out and
submitting a form. They are normally based on organisational policies which deal with broad
issues, roles, and functions relating to areas like case management, workplace safety, or
purchasing.
It is easy to get confused by the differences between policies and procedures. You may refer
to the following guide to differentiate policies from procedures:

Point of comparison Policies Procedures

Rarely changes once Frequently changed and

Frequency of change finalised and implemented updated for continuous
development

Best implemented when all Best implemented when

Conditions needed for best employees fully accept the they are created and listed
implementation requirements written in a logical process that can
within it be easily followed

Reflects and supports the Represents a policy

fulfilment of an statement’s practical
What it reflects
organisation’s mission application
statement

From the table above, it can be determined that policies are used to guide organisations in
the direction they want to proceed in. They are more general in nature and focus more on
guiding the organisation in achieving its goals. Procedures, on the other hand, provide step-
by-step instructions that will help you accomplish tasks. If you are unsure of the policies or
procedures that apply to documentation in your workplace, ask a more experienced co-
worker to assist you, or refer to your organisation’s guidelines or manuals.

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House or organisational style
A house or organisational style is a set of rules which state how all documents and written
communication from a business should be formatted. Most organisations have preferences
for the type of documents used for differing information and purposes. This is often called a
Style Guide. Always check if there is an organisational preference if you are producing a
business document and follow precisely the guidelines contained therein. If there is no such
document, determine if there is a preference.

Further Reading

You can refer to the following link to read more about house or
organisational styles:

Style guide

http://compliantlearningresources.com.au/network/bounce-
fitness/bsbwrt411/

The house style governs things such as:

Colours Font style Logos

How contact information

Alignment
is presented

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House styles can be applied to many types of documents and methods of communication.
Here are a few examples:
▪ letter headed paper
▪ business cards
▪ memos
▪ faxes
▪ reports
▪ presentation slides
▪ signage
▪ advertising
▪ brochures
▪ product manuals
If there is no guidance available, you can decide on the formatting you will use. Just
remember to be consistent so that your document looks professional and well-designed.

Formatting
Formatting refers to how the contents of a document are arranged on the page. This
concerns whether the contents are visually appealing based on their arrangements and
layout. It also concerns the styles used to present the information (i.e. font style, use of lists
and columns, spacing, etc.).

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Some factors to consider when formatting your document are:
▪ Graphics placement
▪ Margin size
▪ Indentation use
▪ Text justification

You can distinguish a well-formatted document from one that is badly formatted based on
the following aspects:

Point of
Well-formatted document Badly-formatted document
comparison

A well-formatted document A badly formatted document

directs the reader’s eyes to the makes it difficult for readers to
information that follows a identify which information
previously read passage. This follows what was previously
Readability
makes it easier for readers to read. This makes it difficult for
understand the complete readers to understand what the
thought of the text. writer intended to say with the
document.

A well-formatted document A poorly formatted document

uses uniform standards for uses different standards for
formatting (e.g. font size, font). different parts of the text. If the
This allows readers to know that formatting becomes too
Cohesion
the content of a document is different, readers would have
related to each other and aim to trouble understanding if
discuss the same things. individual sections are still
connected.

A well-formatted document is A badly formatted document

visually appealing. It directs a looks disorganised and
reader’s eyes efficiently from unprofessional. Readers may
Appearance one section of the document to dismiss the document without
the next. Chances of readers reading the content.
reading the content of the
document also increases.

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Visuals
Including visuals into your document helps attract readers and helps you save space when
writing text. Visuals help link knowledge and raw data together. When using visuals in your
document, ensure that they are:
▪ appropriate and referenced
▪ artfully arranged
▪ labelled, titled, or captioned
▪ properly cited
▪ interpreted clearly
▪ coloured appropriately

Point numbering systems

All documents that are more than a couple of pages long should have page numbers, and a
contents list linking page numbers to sections of the text. Long letters, memos, or faxes will
also need page numbers.
Remember that the page numbers you use while originating your text and illustrations may
not be the same as the final page numbers in your assembled document. If you make cross-
references to page numbers, it may be best to give them a temporary place-marker (such as
‘00’), filling in the real page number when the document has been assembled after page
make-up. When you think you have filled them all in, run a search for the marker: it is easy
to miss one or two.
Numbered sections will also provide quick access when you are discussing the report with
somebody, who may ask you to look at a specific section.
You must also remember to outline your document’s content according to your
organisation’s preferred style. Your document’s content must also correspond with the type
of document your organisation requires.

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Standards for references, footnotes, citations, acknowledgements
A referencing style is a set of rules telling you how to acknowledge the thoughts, ideas, and
works of others in a particular way. Referencing is a crucial part of successful business
writing.
There are several referencing styles that can be used. These are shown in the following table:

Abbreviation Full name

ACS American Chemical Society

AGCL Australian Guide to Legal Citation

AMA American Medical Association

APA American Psychological Association

Chicago Chicago Manual of Style

CSE (CBE) Council of Science Editors/Council of Biology Editors

Harvard Harvard

IEEE Institute of Electrical and Electronics Engineers

MLA Modern Language Association of America

Vancouver Vancouver

Your organisation will have a preferred option.

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Timelines, including deadlines
A production schedule should be worked backwards from the deadline for delivery. Ensure
to take into account the schedules of other people involved, such as suppliers and printers.
Make certain you allow for several stages of proofing and remember to keep frequent back-
up copies of your work. Always check to see when your work is due. Often, the work of others
will depend on you meeting deadlines and sticking to timelines.

Rules and conventions for written English

When it comes to writing in English, it is always important to follow common rules and
conventions. In writing, rules refer to a set of guidelines that must be followed whenever
specific conditions are met. Conventions, on the other hand, refer to grammar, spelling,
sentence structure, punctuation, and capitalisation. They help make your writing
comprehensible and understandable.
When writing in English, always ensure to avoid the following:
▪ Words
o Jargon
The term ‘jargon’ refers to any in-group or specialised language used by small
groups of like-minded individuals. This terminology is usually specialised to
the function of the group. It is used by and among group members as a sign
of belonging, status, and for keeping out outsiders. For example, individuals
who study linguistics will use words like quantifier, voiceless labiodental,
intensifier, minimal pair, and metonymy. To non-linguists, these words have
different meanings or no meanings at all.
When choosing what vocabulary to use, you should first consider the
audience that you are addressing. If you are writing for a general audience,
you should avoid using in-group jargon without explanations. Overloading
your audience with words they do not understand will not help you achieve
your purpose. For example, if you are writing a paper explaining concepts in
linguistics to an audience of non-linguists, you might introduce and explain a
few important terms.

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 If, however, you are writing to an in-group audience, you will want to use
group-specific jargon. Not using the jargon when it is expected by your
audience can signal to the audience that you are not a member of that group
or have not mastered the group’s terminology. This will most likely damage
your credibility and interfere with your purpose in writing. For example, if you
are writing a conference paper for a group of linguists or a term paper for a
college-level linguistics course, you should use in-group jargon to help show
that you understand the concepts and can discuss them in ways other
linguists can.
o Slang and idiomatic expressions
You should avoid using slang (words like awesome, cool) or idiomatic
expressions (such as ‘pull someone’s leg,’ ‘spill the beans,’ and ’something
smells fishy’) in formal writing. These words make your writing sound
informal, and hence, less credible. Furthermore, for non-native speakers of
English, these expressions may prove more difficult to understand because of
their non-literal nature.
Times do exist, however, when the use of slang and idiomatic expressions are
appropriate. Think about who your audience is, what they expect, and how
the use of these words may help or hinder your purpose. If you are writing a
very informal or humorous piece, slang or idiomatic expressions may be
appropriate.
o Complex or confusing language
Language can be perplexing when it is overly complex or confusing. Confusing
language is used to downplay the truth or to evade responsibility. Here is an
example:
The acquisition of pollution permits by individuals and corporations that
produce toxins has now been allowed by the recently amended Clean Air
Act of 1990. Institution of permits simplifies and clarifies obligations for
business and industry, making environmental protections more accessible
for these constituents. The government and the Environmental Protection
Agency will be greatly assisted in their endeavours by monitoring the
release of all substances and having the substances listed on one
individual permit.

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 Although this paragraph makes it seem like this facet of the Clean Air Act is
helping the environment, the EPA, and the federal government, in reality, all
it is doing is explaining the new permit system that allows permit holders to
release pollutants into the environment.
o Group terminology
Depending on your purpose, however, some terms that may be considered
euphemisms may be appropriate or even sanctioned by groups they affect.
For example, it is more proper to say ‘persons with disabilities’ or ‘differently-
abled persons’ than to call someone ‘handicapped’ ‘crippled’ or even
‘disabled.’ In these cases, it is important to use what is considered correct by
the group in question.
o Stereotypes and biased language
Avoid using language that is stereotypical or biased in any way. Biased
language frequently occurs with gender but can also offend groups of people
based on sexual orientation, ethnicity, political interest, or race. Stereotyped
language is any that assumes a stereotype about a group of people.
Writing in a non-sexist, non-biased way is both ethically sound and effective.
Non-sexist writing is necessary for most audiences; if you write in a sexist
manner and alienate much of your audience from your discussion, your
writing will be much less effective.
▪ Writing styles, including simplicity of English and use of technical language
Your document’s layout refers to the overall look of your page – from the typefaces
you choose to your effective use of white space. The term ‘white space’ refers to
empty space on the page. White space shows your organisation and section breaks
visually. It also emphasises important ideas and presents your ideas in more
manageable bits.
Readers react favourably toward white space. For example, readers would not be
willing to read a document that seemed to be one long paragraph, with minimal
white spaces. Instead, they would be more willing to read one that set out the main
points with headings and indentations.

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What is plain English?
Plain English is a style of writing in which the language, structure, and presentation
of a document all work together to help the reader. A document written in plain
English is easy to read, understand, and act upon after just one reading.
Plain English allows people to participate in government, commercial, legal, and
leisure activities more effectively. It helps them understand the information
presented to them. Plain English also has proven benefits, such as significant cost
savings, for organisations that use it in their publications.
As mentioned earlier, writing conventions include grammar, spelling, sentence
structure, punctuation, and capitalisation. When writing in plain English, you should:
o Use correct end of message punctuation.
o Avoid writing incomplete sentences.
o Use correct verb tenses.
o Apply appropriate spelling rules.
There is much to be considered long before you commence your writing. Think
carefully about who your intended audience is. This will influence your choice of
words, and the details and length of what you write. Once you have made these
decisions, you are ready to organise your material.

Further Reading

You can refer to the following links to read more about grammar
rules and how you can apply them to your writing.
Grammar Rules
Standard English Conventions

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1.2 Determine Required Format, Style and Structure for Document

Your document’s visual appeal affects how your message is conveyed to your audience. Your
audience will understand what you are writing if it is presented in a visually appealing way.
When it comes to how your text is presented, it is important to consider your document’s
required format, style, and structure.
The next few sections will discuss these requirements.

1.2.1 Format
As mentioned earlier, there are many document formats. This subsection will begin by briefly
discussing the different types of documents that can be used, and then demonstrate the
formatting for each later.

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The following documents will be discussed:
▪ Meeting Agendas
Meeting agendas are documents that list items that will be discussed during a
meeting. It organises discussion points according to the time frame that they will be
discussed.
Meeting agendas usually contain:
o Meeting title
The meeting title should be short and clear. This must succinctly describe
what will be discussed during the whole meeting.
o Date and location
Ensure to include when and where your meeting is scheduled to occur.
o Your meeting’s start and end time
Indicate when your meeting will start and end. Doing so will help attendees
allot time for your meeting.
o Agenda item
Each agenda item to be discussed must be listed in the ‘Agenda Item’ column
of the template. The list must reflect the flow of the meeting.
If an agenda item contains sub-topics, these must be listed neatly with bullet
points, in the order in which they will be discussed or presented during the
meeting.
o A list of attendees
Ensure to include the individuals who will be attending the meeting. This will
help the presenter match his or her content to the audience present.
o A list of presenters per topic
Individuals who will be presenting each agenda item must be clearly indicated
in the section beside their corresponding agenda items.
o Allotted time per topic
Include the allotted time for each topic. Doing so will help presenters keep
track of the time spent discussing topics.

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▪ Detailed Business Letters
Business letters are written to convey information on activities related to business.
These activities may include business transactions, expansions, relationships, and
demands. Business letters are more formal in nature. They usually contain:
o address
o full names
o title
o salutation
o closings
They may be one page to many pages.
▪ Emails
Email is an abbreviation of electronic mail and is used to send small amounts of
information. This can be expanded by using the attachment function to attach
documents. It is usually reserved for less formal communication but the use in a
formal sense is growing and gaining approval.
Emails can be formal or informal text, but both will include the following:
o From: Your email address
o To: The receivers email address
o CC: Carbon Copy. This will be the email address of the receiver you would like
to carbon copy into this email. Carbon copy simply means to include someone
to receive the email which it is not formally addressed to but needs to be
included in the communications.
o BCC: Blind Carbon Copy. The email address of the receiver you would like to
blind carbon copy into this email. Receivers in the ‘To’ or ‘CC’ sections cannot
see receivers in the ‘BCC’ section.
o Subject: The subject of the email.
o Message: This will include a greeting to address the receiver, the message in
the body of the text, and an email closing. The formality of the email will
depend on who your audience is, and the message you are sending to them.

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 ▪ Instructions and Procedures or Written Directions
These are step-by-step instructions allowing an individual to successfully accomplish
a task. They are detailed, written in the third person, and objective. They also allow
instructions to be documented for distribution to many people, thus reducing the
need for continually repeating the act of explaining instructions to someone.

1.2.2 Style
Style guides determine how your content will be written. They help you keep a consistent
voice, style, and tone in your document. Distinguishing the difference between a document’s
style and format can often be confusing. However, style focuses more on how you can
effectively communicate your ideas to people in your field. Style also focuses more on your
document’s structure and the format of its citations. For example, people in scientific fields
of study use the APA style in writing to report or review research. They use this style of
writing since it easily cites scientific sources and encourages a straightforward approach in
communicating information.
You may refer to the following case study for guidance:

Case study 1.0

Bounce Fitness is a company that aims to provide the best fitness and wellness services in
Australia. The company regularly conducts staff meetings to communicate and discuss
management decisions on organisational operations.
The company uses the following style guide when writing business letters:
▪ Use simple words
▪ Use short sentences
▪ Use active voice instead of passive voice
This style of writing is understandable for when you are writing more serious documents
like business letters. Business letters call for a more conservative and straightforward
writing style. Therefore, ensure to remember these tips when writing business letters.

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1.2.3 Structure
You will now look at the appropriate formats and special notes for a range of documents.
Meeting Agendas
Meeting agendas are written to discuss the topics covered in a meeting. A meeting agenda
has three main parts:
▪ Basic information
This part contains your meeting’s date, start time, and location. It is important to
include these in your meeting agenda because they inform your attendees of where
and when your meeting is. Without this, attendees might miss the meeting or arrive
late.
▪ Agenda details
Your agenda details contain your meeting’s goals. Here, you may identify the
expected time frame each goal should be discussed. You may also identify the
speakers who will be leading each discussion.
▪ End of meeting review
This contains your meeting’s end time and a recap of what was discussed in your
meeting. Here, you may also identify areas in the discussion that may need
improvement. You may also identify things that you and your team did well during
the meeting.

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You may refer to the template below for a guide on how to create a meeting agenda:

Date: June 15, 2020

Time: 2:30 p.m.
Location: Conference Room B
Attendees: Vanjie Mateo, Robert Lee, Anna Parker, Brad Michaels
AGENDA DETAILS:
Goals: Review the projects completed for the previous month, identify areas that need
improvement, brainstorm ways to increase productivity in the workplace
1. Review the projects completed for the previous month
Time: 45 minutes
Purpose: Share information on completed projects for the month of May
a. Present a list of projects completed last month
b. Identify time taken to complete each project
c. Identify areas that need improvement
d. Brainstorm ways to increase productivity in the workplace
Speaker: Vanjie Mateo
END OF MEETING REVIEW:
Time: 15 minutes
Purpose: Discuss what went well in the meeting and what should be done in the next
meeting
Speaker: Vanjie Mateo

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Detailed business letter
When writing business letters, remember to keep things short, simple, and accurate. It is
also important to strictly follow the formats in which they are written.
The block format is the most common layout being used when writing business letters. It
consists of eight main parts:

Letterhead Current date Inside address

Salutation Body Closing

Signature Identification

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▪ Letterhead
Letterheads are commonly found at the very top of business letters. They contain the
business logo of the sender company, the company name, as well as where the
company is located. This can be a full or shortened address (containing only the
state/territory). The letterhead should also contain your information. Here, you can
write your name, job title, email address, phone number, company name, and return
address.
▪ Current date
Including the current date is important because it informs the recipient of when the
letter was sent. This is useful since it helps them know when they should respond,
and it also helps them document your correspondence.
▪ Inside address
The inside address includes the recipient’s name, position, and address. When
writing your recipient’s name, always remember to include personal titles like Mr.,
Dr., Engr., or Ms., especially for cases wherein the recipient’s name is not available.
▪ Salutation
Salutations are found right before the message body. This section identifies the
recipient of the letter. Recipients listed can be very specific, such as a single person
and their position in their company, a team or department, or it can be left vague if
the sender is unsure as to who to address the letter to.

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▪ Body
A letter’s body contains your purpose in writing your document. For business letters,
always remember to keep your message short and simple. You can begin your letter
with a friendly opening before transitioning into your main purpose.
▪ Closing
Closing statements usually appear two lines below your body’s last line. Examples of
closures include: Yours truly, Regards, Sincerely, and Best wishes. Always remember
to capitalise only the first letter of your closing statement and end the line with a
comma.
▪ Signature
Signatures are placed at the very end and indicate the end of the letter. This contains
information about the sender such as their name, position, and often also contains
the sender’s contact details for the recipient’s response.
Remember to affix a signature at the end of your document. Allot about four to five
spaces for your signature and use only blue or black ink.
▪ Identification
Your identification should contain your typed name with your title located below it.
You can also affix your email address or phone number instead of your title, if you
wish.

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Here is a sample letter for reference:

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When writing business letters, it is always important to remember to:
▪ Always use good manners
▪ Avoid slang words
▪ Try not to use abbreviations (unless appropriately defined)
▪ Steer away from symbols such as ampersand (&)
▪ Clichés should be avoided, or at the very least, used with caution
▪ Ensure that the spelling of the names of people and companies are correct
▪ Keep sentences short
▪ Present numbers as words when a number is less than 10 or is used to start a
sentence
Following these tips will help you write a business letter that is free from errors.

Emails
Emails have become one of the most dominant forms of communication in the workplace.
They offer a quick means to communicate with bosses, staff, and potential clients without
the formalities of a traditional business letter. Companies use emails because
communication is cheap, fast, and accessible.
Emails have a similar format to business letters but are much shorter. Like business letters,
emails also have a salutation, body, and closing.
There are two types of emails commonly used in the workplace:
▪ Formal emails
Formal emails are usually addressed to people in authority or people you do not know
well. Always use formal emails when communicating in the workplace unless you are
told to do otherwise. You should also be wary of grammatical mistakes, particularly
those dealing with spelling and punctuation.

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 The following is an example of a formal email:

Hello,

I read on your website that you offer remedial therapy. I’d like to enquire about
the procedures involved in these services. Do you like oils? We have a line of fine
essential oils competitively priced along with many other natural therapy aids. I
would be grateful to have an opportunity to show you our stock and catalogue.

I look forward to your response

Billy Bunter
Sales Manager, Oils A’int Oils
(02) 1234 - 5678

▪ Informal emails
Casual emails are commonly used when writing to friends and family. Unlike formal
emails, casual emails do not have to be professional and follow strict grammar,
spelling, and punctuation.

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 The following is an example of an informal email:

Hi Mary,

Listen, we’ve been looking for a new supplier and I was wondering if you could
give me a hand? Could you see this fellow and pass on any information you might
get?

Thanks
Tom

Three sections that are specific only to emails are:

▪ CC (Carbon Copy) field
This section contains the email addresses of those who will also be receiving the same
email, but who are not the primary recipients. Depending on the content of the
business email, these individuals can be teammates, the sender’s supervisor, or even
all email addresses within a particular group or department.
▪ File attachments
This section allows senders to attach files into their emails. Files range from PDFs,
Word documents, images, and even another email. Files are attached when the
sender is sending resources to provide the recipient with more information.
▪ Subject line
This section contains a summary of your email. It tells the receiver about what your
email is all about in just a few concise words. Subject titles often explain only the
most critical information contained in the email, such as a business proposal for a
particular project or news about specific organisational changes.

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Remember:
▪ Email is much less formal than a written letter, short and concise.
▪ If you are writing to someone you do not know, a simple ‘Hello’ is adequate.
▪ When writing to someone you know well, write as if you are speaking to them.
▪ Include a telephone number in the signature of the email.
▪ When replying, eliminate all unnecessary information. Leave only the text that is
related to your reply.
▪
Instructions and Procedures or Written Directions
A set of instructions should help a reader accomplish a task quickly, efficiently, and
successfully. It is important to be as detailed as possible because omissions or mistakes may
frustrate a reader.
Here is an example of instructions for making tea:

1. Fill the kettle 8. Add the milk and

9. Stir the tea
with water sugar

7. Pour the tea into

2. Boil water 10. Drink your tea
a teacup

6. Leave the tea to

3. Warm the teapot
brew for five
with hot water
minutes

4. Put the tea

5. Fill the teapot
leaves or teabag
with boiling water
into the teapot

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What is the effect if the order is changed?

8. Put the leaves or

1. Warm the teapot
teabag into the 9. Boil the water
with hot water
teapot

7. Pour the tea into a 10. Pour the tea into

2. Stir the tea
teacup a teacup

3. Fill the kettle with 6. Fill the teapot

water with boiling water

4. Add the milk and

5. Drink your tea
sugar

From the instructions provided above, it is evident that accuracy and precision are needed
in writing instructions. Ensure to provide your readers with a sequence of instructions that
is consistent and easy to understand. You may refer to the guide below to learn more about
writing a set of instructions.

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When writing instructions and procedures, ensure to:
▪ Record a set of instructions.
▪ Observe someone performing a task.
▪ Stop after each step and record every detail.
▪ Keep several points in mind.
▪ Address the reader using ‘you’ or ‘your’.
▪ Begin a sentence with a verb (action word). Limit each step to one main idea.
▪ Keep sentences short and simple. Clarify with detailed explanation.
▪ Reinforce steps with a photo, illustration, or diagram.
▪ Omit unnecessary, redundant, or confusing information.
▪ Rearrange steps in the most efficient sequence.
▪ Test your set of instructions.
▪ Write the final draft. Proofread your information. Distribute your instructions.

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1.3 Establish Method of Communication

Written communication is one of the most common ways to communicate in the workplace.
Whether it is through emails, business letters or memos, everyone encounters various forms
of written communication daily. Because of this, it is important to know how to
communicate your purpose clearly and effectively through writing. To communicate your
purpose through writing, you must choose the best means of communication. This includes
choosing the best software that will help you write your document.

1.3.1 Choosing the Best Method of Communication

As mentioned earlier, communicating your purpose involves using the best software that will
help you write your document. There are many types of software that are available in the
market today. Each type has its own purpose that will help you achieve your goals,
depending on the requirements you will need.

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Some software that are commonly used in creating documents are:
▪ MS Word
Microsoft Word or MS Word (often called Word) is a graphical word processing
program that users can type with. It is made by the computer company Microsoft.
The purpose of MS Word is to allow users to type and save documents. Similar to
other word processors, it has helpful tools to make documents.
Some common functions of MS-Word include:
o Font
This function allows a user to change the styles (e.g. bold, italic, etc.), design,
size of the words in their document. This function also allows the user to add
certain effects (such as adding shadows or an embossing effect) to the words
in their document.
o Bullets
This function emphasises or highlights certain words, sentences, or phrases
by putting them in a list and preceding them with a heavy dot or another such
symbol.
o Header and footer
Allows the addition or text or even graphics in the upper and bottom margins
of a page. These are commonly used to indicate page numbers.
o Spell-check
Lets the user easily catch spelling errors in the document.
▪ MS Excel
Excel is a spreadsheet program in the Microsoft Office system. You can use Excel to
create and format workbooks (a collection of spreadsheets) to analyse data and make
more informed business decisions.
▪ Adobe InDesign
Adobe InDesign is a popular app used by graphic designers to create projects in digital
and print formats. It is made for creating magazines, newspapers, flyers, posters,
brochures, and various types of documents, images, and illustrations. You may
download Adobe InDesign in both Mac and Windows computers.

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 ▪ MS PowerPoint and Templates
When you create a presentation using PowerPoint, the presentation is made up of a
series of slides. The slides that you create using PowerPoint can also be presented as
overhead transparencies or 35mm slides. In addition to slides, you can print audience
handouts, outlines, and speaker’s notes.
A PowerPoint template is a pattern or blueprint of a slide or group of slides that you
save as a .ptx file. Templates can contain layouts, theme colours, theme fonts, theme
effects, background styles, and even content. You can create your own custom
templates and store, reuse, and share them with others.
The design of a text must cater to its content. However, the design must also be geared to
what you can do with your software. It is no good planning a multi-column document if you
do not have the software to produce one. Ensure that you are informed of the different types
of desktop publishing software so you can match what you use with what you want to make.
There are three different classes of desktop publishing software:
▪ Word-processing
This type of software is commonly used for simpler documents. Word processing
software is also used for correspondence and for finalising text.
▪ Drawing
Drawing software is used for creating drawings, digital art, and other illustrations.
What makes this type of software great is that it allows you to isolate and move
certain elements of pictures.
▪ Page makeup
This type of software is used to make complex layouts, reports, and tables. It is also
used in preparing posters or charts that combine pictures with small amounts of text.
If you are combining software, check carefully for compatibility; make sure your page
makeup software will take in text and illustrations from your word-processing and
drawing software.
Now that you know the different types of publishing software, you must also be aware of
what to avoid when using them. You should avoid designing documents that show off the
different facilities of your software, such as text running around illustrations.

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1.4 Develop Content Overview of Document

Your content is the most important part of your document. Without it, you would have no
means of conveying your message to your audience. A big part of creating your document’s
content is ensuring that your content is engaging, cohesive, and meaningful. To develop
content that is engaging, cohesive, and meaningful, you must also develop a content
overview of your document. A content overview helps you organise the data you want to
present in your document. It lists out the ideas you want to convey to your audience through
bullet points or numbered lists.
Think of your content overview as your strategy in creating your document. It helps you
identify your target audience and your goals in writing your document. It also tailors your
content to better suit your audience. Because of this, always ensure to create a content
overview before you begin writing.

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Developing a content overview does not happen overnight. It takes time to think of ideas
and link them together. There are five steps to creating a content overview:

Brainstorm topics you might

want to cover in your document

Narrow your topics down to

your main idea

Create an outline of the

subtopics you want to discuss

Think of a title

Think of your document's

introduction and conclusion

▪ Brainstorm topics you might want to cover in your document

The first and most essential step to creating a content overview is thinking of what
you want to write. You can begin brainstorming content for your document by
thinking of keyword phrases of topics you might want to talk about. No need to be
specific during this step. You only need to jot down any idea you have that may make
for a good piece of writing.
▪ Narrow your topics down to your main idea
After brainstorming potential ideas that you might want to write about, you may then
begin narrowing these ideas down. Narrow your ideas down based on what you think
matters most. You may establish the idea you choose to go with by basing your
content’s body from your chosen topic. Here, you may also bullet points or headings
of what you want to discuss per chapter or section of your document.

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▪ Create an outline of the subtopics you want to discuss
The next step to creating general bullet points for your document’s body is to create
subtopics that will help you expound on your discussion. Here, you may add levels
beneath your main topic. Doing so will help you narrow down what you want to
discuss. The more detailed your subtopics are, the less time you will have to spend
comparing your content to your sources. You may also choose to add even more
levels to your outline if you want to make your discussion more specific.
▪ Think of a title
After you get an idea of what you want to write about, you may then begin thinking
about your document’s title. When creating your document’s title, ensure that it
catches your audience’s attention. An effective title should:

Be short and catchy

Reflect the tone of your writing

Describe your content

Contain keywords

▪ Think of your document’s introduction and conclusion

Once you think of a title and have bulleted your headings and subheadings, you may
then begin writing your document’s introduction and conclusion. Your introduction
and conclusion are important parts of your document. Your introduction informs
your audience of what they can expect from your document. Your conclusion, on the
other hand, reminds your audience of what your paper’s all about and why your topic
is important.

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1.5 Determine Categories and Logical Sequence of Information According to
Proposed Structure, Content and Document Requirements

How information is selected and presented can impact how your message is conveyed to
your audience. Readers can easily misunderstand your message if your information is not
presented properly. Because of this, it is important to always be aware of how you collect
and present your information to avoid misunderstandings and conflicts with your audience.

1.5.1 Selecting Information

Maintaining an unbiased opinion on your subject plays a big role in writing documents.
Regardless of what type of document you are writing, one should remain objective and avoid
presenting a personal preference when communicating your purpose.

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To select information that is free from bias, you must:
▪ Collect the information that you think will be useful to include in the document you
are producing
When you are selecting data that may help you in your writing, you must always make
sure to use credible sources. Credible sources include:
o Trust-worthy websites (.gov, .edu, .ac)
• Sites ending in .gov refer to government sites. While these sites
generally contain reliable information, ensure to be cautious about
content that could be used to sway public opinion.
• Sites ending in .edu refer to university web sites. These websites
usually provide reliable content.
• Sites ending in .ac refer to academic institutions. This may refer to
institutions like colleges, universities, and research institutes.
o Materials published within the last 10 years
o Research articles and materials by respected and well-known authors
o Materials from Google Scholar
▪ Sort through repetitive and unrelated material
Selecting data often means going through countless sources. However, not
everything you encounter can be used in writing your document. Ensure to go
through your sources and sort what can and cannot be used.
▪ Constantly compare the information and the order in which you plan to present it
Comparing the information and the order you plan to present it can help ensure that
your information is effective and convincing. Comparing information can also help
you determine which source can best match your document’s content. You will find
it easier to write once you are familiar with your sources and how you want to
present this information.

Always ensure to select information that conforms to your document’s proposed structure,
content, and requirements. Doing so would not only make the writing process easier for you
but would also save you some time. It is easy to lose track and get confused with your
gathered information, especially when it comes from various sources. Ensure to keep track
of what you gathered and match this information with the requirements your document has.

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1.5.2 Classifying Data
When writing a complex document, you must always classify your data according to the
category which they belong to. This will greatly help you with writing a cohesive document
that is easy to read.
Data can be categorised into two categories:
▪ Qualitative or categorical data
Data under this category would describe the qualities or characteristics of something
that is being discussed or observed. This kind of data is observable and difficult to
count or measure accurately. Examples of this can include colour, quality, names, or
sex.
▪ Quantitative or numerical data
Data under this category would answer questions that relate to exact measurements
or quantities. This data is often collected and even presented using instruments that
show exact measurements like rulers, thermometers, or questionnaires with rating
scales.

1.5.3 Sequencing Data

Always follow a logical sequence when presenting your ideas. For context, a sequence refers
to a succession or order. In writing, this refers to how your ideas are arranged throughout
your paragraphs.
Here are some commonly used sequences when writing:
▪ Chronological
Chronological sequences refer to an order of time. Under this method, one must first
identify how they want to present data according to the time it occurred – from
present to the oldest data, or from the oldest up to the present. After deciding on
that, data can then be ordered based on when they occurred.
This sequence is useful for when you want to arrange your thoughts in steps. They
can also be used to enumerate points in your argument. You can use transitional
devices when using this type of sequence.

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 For example, you want to enumerate reasons why dishwashing soap must be used in
wash plates.
Discuss the reasons why people should use dishwashing soap, as seen below:

People should use dishwashing soap for many reasons. First, dishwashing soap is
mild. It will not irritate your skin or cause allergies. Second, dishwashing soap is
cheaper than other household cleaners. You can easily buy them at any
supermarket. Lastly, dishwashing soap is a good disinfectant, and it can be used
for many purposes.
Compare this to when you want to provide instructions on how dishwashing soap
can be used to wash plates:
First, gather all your dirty dishes and put them in your sink.
Second, rinse all the dirty dishes with water.
Third, use dishwashing soap to remove dirt from your plates.
Lastly, wash your plates and arrange them on your dishrack.

▪ Order of importance
Data ordered using this method is based on how important they are to the reason for
their presentation. Data can be ordered from most to least important, or from least
important to most important.
▪ Cause and effect
Data ordered using this method is first categorised into two, data that occurred first
and thus caused a change and data that occurred because of the change, in other
words, the effect. Data that caused change are then often presented first to build up
for the presentation of the data that occurred afterwards.

The different ways of sequencing information can prove to be very useful in writing complex
documents. You must always remember to match your chosen sequence depending on the
type of document you are writing. For example, you may choose to write according to the
order of importance if you are writing an email about the minutes of a meeting. In the same
way, you may also choose to follow a cause and effect sequence when you are writing a
report or a term paper.

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 Checkpoint! Let’s Review
1. Your purpose is the single reason for writing your
document.
2. You must first determine your audience so you can establish
how your document will appear in writing.
3. You can communicate your thoughts better by following the
requirements set by your organisation.
4. Communicating your purpose involves using the best
software that will help you write your document.
5. Regardless of what type of document you are writing, you
should remain objective and avoid presenting a personal
preference when communicating your purpose.

Classroom Activity for Chapter 1

Well done completing this chapter. You may now proceed to your
Classroom Activity Booklet (provided along with this Learner
Guide) and complete the classroom learning activities associated
with this chapter.
Please coordinate with your trainer/training organisation for
additional instructions and guidance in completing these
practical activities.

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II. Draft Complex Document

Drafts help writers put their thoughts and ideas together. Writing a draft is perhaps the
hardest step in writing a complex document. Many writers find writing drafts difficult for
many reasons. Some may find knowing where and how to start difficult, while others may
find putting their ideas into words difficult as well.
When making your draft, always remember that a rough draft is a long way from your
finished document. It is okay for this process to take time. Many people forget that everyone
is free to edit and revise their drafts if they are not satisfied with how they turned out. This
chapter will discuss the basics of forming your own draft. It will also discuss the things you
need to consider when writing your first draft, from document purposes and requirements,
to fonts and writing styles.

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2.1 Confirm Information is Cohesive and Satisfies Document Purpose and
Requirements

Before you begin writing your draft, ensure that the information you gathered makes sense
and satisfies the purpose and requirements of your document. Remember to double-check
your compiled information to make sure that what you are conveying is accurate and
reliable. You must also remember to comply with the document requirements your
organisation follows.
Some document requirements to remember are:
▪ compliance with genre
▪ compliance with proformas and standardised reporting requirements
▪ file types and sizes for online documents
▪ language requirements

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 ▪ organisational policies and procedures
▪ point numbering systems
▪ illustrative materials
▪ references, footnotes, citations, and acknowledges
▪ timelines
▪ words
▪ writing styles
Checking for the reliability and relevance of the information you are using is a crucial part of
conducting research. This is important because it helps you ensure that the information you
obtained could be used in writing your document.
The following questions will assist you in obtaining relevant information:
▪ What kind of problem are you dealing with?
This is the first and most important step in obtaining information. This step is
essential because it helps you determine what exactly you are dealing with. It will
help you gauge the severity of your problem and the time and effort needed to
address your concerns. It will also help determine the information you will need to
address your problem and will help you stay on track.
▪ What type of information is required?
Always determine the type of information you are required to present. Ensure that it
is aligned with the problem you are dealing with and that it satisfies your purpose in
writing.
▪ Where will you be obtaining this information?
Knowing where you will be obtaining your information is crucial because this will
determine how credible the information you are using is. Make certain that you
obtain your information from trusted and credible sources to prevent
miscommunications and confusion.

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 ▪ How will you be obtaining this information?
Make sure to know how you will be obtaining the information you will be using. This
will not only help you plan out your actions but will also help you anticipate how long
it will take to obtain this information.
▪ Is the information you obtained based on facts and credible evidence?
Because the media is filled with fake news sources, it is important to know when the
information you are dealing with comes from credible sources. Using facts and
credible sources in your writing will help you convey accurate information and will
also help you become a reliable writer.
▪ Does the information comply with the organisation’s policies and procedures?
Your organisation may have a policy of not using information from wikis or other
unreliable sources of information. Consult your organisation’s handbook or manual
to confirm if the information you gathered is in accordance with your organisation’s
aims and values.
When conducting research, it is important to obtain your material from relevant sources. A
relevant source has the following characteristics. It should:
▪ support the topic
▪ contain recent information
▪ contain complete information
Relevant sources include:
▪ Materials published within the last 10 years
▪ Academic databases (JSTOR, Elsevier, Science Direct)
▪ Materials from Google Scholar
▪ Research articles written by respected and well-known authors
▪ Trusted websites (.edu, .gov, .ac)

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There are many ways to collect data from credible sources. Some common data collection
methods are:
▪ Surveys and questionnaires
▪ Records and documents
▪ Interviews
▪ Journal articles
▪ Suggestions and complaints
▪ Public notices
While researching information may seem like an easy task, not all available sources are
reliable. Therefore, you must evaluate the sources and the information you have gathered
and ensure that they are credible and relevant. Doing so can help you separate opinions from
facts, ensure the consistency of your ideas, and stay focused on the purpose of your
document.
Now that you have gathered information, the next step is to confirm its cohesiveness. This
is crucial because it helps you make sure that the information you gathered fits together and
can be easily understood.
Ask yourself the following questions to help you determine if the information you gathered
is coherent:
▪ Will this information be useful?
o Is it relevant to my task?
o Does it relate to my topic?
o Does it help me answer a question or solve a problem?
▪ How understandable is this information?
o If I find it difficult to understand, do I have to use it?
o Can I choose other information that I do understand?
o Does it provide specific information?

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 ▪ Do I really need to use this information?
o Is it essential information?
o How does it help me write my document?
o Is it the best example or most relevant piece of evidence? Do I have better
material?
▪ How reliable is this information?
o Does this material come from a reputable and unbiased source?
o Is the author an acknowledged expert in the field?
Always make sure that the information you obtain is credible, relevant, reliable, and
coherent. Obtaining information from credible sources can help you separate opinions from
facts. It also helps you stay focused on the problem by making sure your ideas are consistent.

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2.2 Develop Draft Document to Communicate Data, Information and Knowledge
According to Organisational Policies and Procedures

Draft writing is one of the most important steps in the writing process. Drafts are important
because they allow you to formally gather your ideas and information. They help you assess
your topic’s feasibility and whether more research should be done. They basically inform you
of what you have, do not have, and what still needs to be accomplished in writing your
document.
When writing your draft, always remember to:
▪ Create a content overview
As mentioned earlier, creating a content plan is always the first step in creating a
draft and writing your document. A content plan helps you stay focused on your
goals. It reminds you of what you need to accomplish, and it provides you with a
guide for the topics you will be writing about.

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 When creating your content overview, always remember to:
o Arrange your headings and ideas properly
Your headings provide you with a guide on what to write in a specific section
of your text. Always ensure that your headings flow smoothly and that there
are no gaps in the way your ideas are presented. They must always reflect
how you intend to use your ideas in your document.
o Make sure that your headings follow your document’s purpose
A good content overview always sticks to the main topic being discussed. That
being said, your headers and subheaders should always explain your topic and
be easy to read.
▪ Research on your topic
Researching on your topic helps ensure that what you are writing is credible and
accurate. When writing your draft, it is better to research on your topic before you
start writing your text. Researching on your topic during the early stages of writing
your draft will help you identify potential changes in your document. It will also help
you determine information that is available, which can, in turn, help you determine
what you will write.
▪ Make time for writing
Writing drafts and thinking of ideas may take time. Because of this, always make time
for writing when you are writing your draft. You may also set goals and deadlines for
yourself and keep a record of your daily progress.
▪ Work ahead
It is easy to feel you have writer’s block when creating your draft. To avoid this, you
may choose to skip certain sections while writing and come back to them later.
Sometimes, it is difficult to start writing when you do not know where to start. You
may also choose to work on your document’s body and work backwards towards
your topic sentences or introductory paragraph.

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To communicate your information properly through your draft, you must:
▪ Process your raw data into meaningful information
Before you can communicate the information you obtained, you must first process
your raw data. Raw data is obtained through various means, like statistics, surveys,
experiments, and interviews. Your audience will not be able to understand these
values if you will not process them into something that can be easily understood.
You may interpret your data by:
o Stating what you learned from your data
Your audience will not understand what you are saying if you present them
with raw data right away. You must first start by conveying your key message
so you can see if your audience understands your point.
o Backing up what you learned by explaining the data you obtained
After you introduce your audience to your main point, you may then back it
up with the data you obtained. Here, you may interpret your data into
information that may be easily understood by others. Explain what your data
means and ensure to show your audience how your data supports your topic.
o Explaining why your data is important
Here, you must explain why your data matters and why your audience should
be as invested in what you are saying as you are.
▪ Use an effective means to deliver your information
Choosing the best medium to convey your message is important in communicating
information. Select the best means of communication that is appropriate to your
audience and purpose.
▪ Consider your organisation’s policies and procedures
Policies and procedures help ensure that you are presenting information in a way
that complies with legislative requirements, rules of writing, and your organisation’s
guidelines.

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 You may refer to the following case study for guidance on drafting documents
according to your organisation’s policies and procedures:

Case study 2.0

Part of Bounce Fitness’ policies and procedures when conducting meetings
include:
1. Sending a notice of the meeting to all staff via e-mail at least 21 days before
the meeting’s schedule
2. Sending and using a standard agenda to all staff at least 21 days before the
meeting’s schedule
Both the agenda and notice of the meeting must provide sufficient information on
what the meeting is about. They must also use Bounce Fitness’ prescribed format
of meeting minutes for both informal and formal meetings.
Suppose you are an employee of Bounce Fitness and your manager wants you to
organise a meeting for the company’s entire staff. Following your organisation’s
policies and procedures would mean that you should:
1. Send a standard agenda and notice of meeting to all staff at least 21 days
before the scheduled meeting
2. Study Bounce Fitness’ prescribed format of meeting minutes
3. Ensure that the draft you develop and the documents you send conform to
Bounce Fitness’ prescribed format.

From the case study discussed above, it is clear that you must always consider your
organisation’s policies and procedures when developing drafts and writing complex
documents. Ensure to communicate information that conforms to your organisation’s
prescribed guidelines.

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2.3 Identify Gaps in Required Data, Information and Knowledge, and Collect
Additional Material from Relevant Sources, If Required

While writing your draft, it is easy to discover that you may lack information to fully support
your main idea. You may discover that your current set of information is not enough and
that you need to conduct more research. Gaps are a normal occurrence in the writing
process. However, they must always be identified to prevent inconsistencies in the
information you present in your document. The following subsections will help you identify
gaps in your text. They will also help you find ways to collect information that may address
those gaps.

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2.3.1 Checking Details

Checking for details is a big part of identifying gaps in your drafts. It will also help you identify
information that may not be needed in your document. Evaluate the information you have
for its relevance, quality, and usefulness to your work.
As mentioned earlier, you must always make sure that the information you gathered makes
sense and satisfies the purpose and requirements of your document.

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You may ask yourself the following questions to do so:

Is your document's content relevant?

Is your subject clearly defined?

Does your text support your subject?

Is your document’s content relevant?

You can determine whether your document’s content is relevant if it follows your purpose.
Ensure to clearly discuss why you are writing your document and why this topic matters to
you and your readers.

Is your subject clearly defined?

Your subject should be the star of the show. Always make sure that you clearly establish your
subject before you introduce other information in your text. It is usually best to introduce
your subject in your first paragraph and base your supporting ideas from your main idea.

Does your text support your subject?

As mentioned earlier, always base your supporting ideas from your main idea. This means
that your ideas must not only support your subject but must also flow logically throughout
your text.

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2.3.2 Collecting Additional Material
If you discover that the information you currently have is not enough to fulfil the document's
purpose, you need to conduct further research. As mentioned previously, relevant sources
can include:

Materials published within

Academic databases
the last 10 years

Materials from Google

Trusted websites
Scholar

Research articles writtten

by respected and well-
known authors

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2.4 Draft Text According to Document Purposes and Requirements

There are many factors to consider when creating your draft. Aside from organisational
policies and procedures, you must also take your document’s purposes and requirements
into consideration when drafting your text. Your document’s purposes and requirements are
important because they help you convey a sense of professionalism when writing your
document.

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All documents have their own requirements. These requirements may come in the form of
formats, genres, and writing styles. The previous chapter discusses some common document
requirements you may encounter in the writing process. These are:

Compliance with
proformas, standardised File types and sizes for
Compliance with genre
reporting requirements, online documents
or undertakings

Organisational policy,
Writing styles, including
procedures, and
simplicity of English and
guidelines applying to
the use of technical
writing documents
language
including house tyle

You will find these requirements useful when you are creating your draft. Ensure that you
follow these requirements to avoid making trivial mistakes, such as using the wrong file type
or genre.
Your purpose is another important factor to consider when drafting your text. As mentioned
earlier, your purpose is the single reason for writing your document.

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Common uses for documents that were discussed earlier were:

Conveying research findings

Influencing attitudes, opinions, and beliefs

Meeting legal requirements

Meeting other data, information, or knowledge needs of

an audience

Proposing recommendations, options, and actions

You cannot write a cohesive document or draft without knowing what your purpose is.
Knowing your purpose will help you clarify your thoughts and prepare you for the entire
writing process. For example, if you are writing your document to convey research findings,
your draft should also focus on what you are researching on. It should show your research
process and it should also explain how you arrived at your results.

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 Checkpoint! Let’s Review
1. Before writing your draft, double-check your compiled
information to ensure that what you are conveying is
accurate and reliable.
2. Drafts are important because they allow you to formally
gather your ideas and information.
3. Always identify gaps to prevent inconsistencies in the
information you present in your document.
4. When conducting research, make sure to obtain your
additional material from relevant sources.

5. Always take your document’s purposes and requirements

into consideration when drafting your text.

Classroom Activity for Chapter 2

Well done completing this chapter. You may now proceed to your
Classroom Activity Booklet (provided along with this Learner
Guide) and complete the classroom learning activities associated
with this chapter.

Please coordinate with your trainer/training organisation for

additional instructions and guidance in completing these
practical activities.

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III. Finalise Complex Document

Preparing your text is the last step in creating a complex document. This step involves
reviewing, editing, and revising your draft. All writers make final changes in their text before
submitting it for publishing or approval.
When writers review and revise drafts, they always make sure that all their objectives are
met. They also make sure that formats and other document requirements are followed to a
T. This process includes constantly rereading your document and assessing whether it needs
more improvement.
The more you review and revise your document, the better your document will get. This
chapter will teach you the basics of reviewing and revising your document. It will also teach
you what to look out for when reviewing drafts and when to know your draft is ready.

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3.1 Review Draft Text and Confirm Document Purpose and Requirements are
Met

Reviewing your draft is one of the most important steps in writing your document. It allows
you to re-examine your work and make changes to improve its quality. It also helps you
ensure that your content is well-supported and clearly expressed. Writers often review their
drafts multiple times before submitting their work to publishers. In the same way, you should
be able to revisit your work and make sure that it properly conveys your message.
Reviewing your draft is a step by step process. It is not just about fixing your grammar or
checking for punctuation errors. Reviewing your draft focuses more on determining whether
your document is easy to read and conveys your message.

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You may review your draft by following these steps:

Identify your main point

Evaluate your
information and sources

Check your draft's

content

Check your grammar

▪ Identify your main point

The first step to reviewing your draft is to identify your main point. Check if your draft
contains a thesis and that the information you provided supports your main point.
You must ensure to identify your main point because this is what your entire paper
is going to be about.
▪ Evaluate your information and sources
This step is perhaps the most important step in reviewing your draft. Make sure to
evaluate the information you presented in your document and check if it supports
your main point. Your ideas must also connect to each other and they must always
be connected to your thesis. See if there are ideas that do not fit in your text and
delete them if necessary. Also check if the sources you used are credible. If you have
sources that are not that credible, you may want to consider looking for information
elsewhere.

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▪ Check your draft’s content
This step will require you to determine whether your draft’s content is suitable to
your audience, purpose, format, and structure. A more detailed discussion is
provided below:
o Audience
If possible, the process can begin with consulting the author of the document
who the intended target audience is.
This is followed by reading through the whole document to identify if the
tone, word choice, sentence structure, and other factors used in the
document are appropriate for the target audience.
After reading the document, you can then identify if the whole document is
suitable to its audience or not based on your findings.
o Purpose
First, ask what the document is for if this is not already known. Then, identify
the document type and evaluate if this is appropriate based on what the
document aims to accomplish. This is then followed by reading through the
document to identify the information provided in the document. Once the
information is identified, these can then be evaluated if sufficient information
was provided for the document to achieve its purpose.
o Format
First identify the purpose of the document, since formatting used would
change depending on what the document aims to accomplish.
With the purpose of the document identified, scan the contents of the
document, paying attention to consistency in font style, font size (where
applicable, e.g. body text) spacing, and other formatting aspects.
After scanning the document and identifying the format used, you can then
determine if the current format of the document is suitable based on the
document’s purpose.

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 o Structure
When reviewing your draft, ensure that it has a predictable and logical
structure. This allows your audience to read the document efficiently and to
use its information effectively. Consequently, the first review of any technical
document should focus on ensuring a logical and accessible structure.
Identify the document type used. Once this is identified, read through the
content of the document. While reading, pay attention to how the content is
laid out on the page, and the sequence used to present information to the
reader.
Based on the information gathered, you can then identify if the document type and
the way the content is laid out on the page is the most suitable to relay the content
of the document. Lastly, determine if the sequence and presentation of information
are clear, or if changes need to be made to the document.
You may refer to the guide below to learn more about reviewing your draft’s
structure:
o Ensure the division of your document into sections is appropriate and the
titles useful.
o Are the elements of your document type in the right order?
o Are the sections and subsections in a logical order?
o Is the entire document clearly laid out and do the headings and sections
relate?
o Review the tables, illustrations, and graphics presented. Do they effectively
present the key information in a logical order?
o To determine if the relationship between the paragraphs is effective and
cohesive, read each paragraph aloud. Is the relationship between one idea
and the next clear to your audience?

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 ▪ Check your grammar
Checking for grammatical errors is the last step in reviewing your draft. While these
errors are often avoidable, they could greatly affect the way your message is
conveyed in your text. Check if there are any problems with spelling, grammar, and
punctuation in your document. A more detailed discussion about this is provided in
the next subchapter.
Once you finish your initial review, you may also ask yourself the following questions to help
you review your draft further:
▪ What do you think about the paper?
▪ Does the document fulfil its purpose?
▪ Can your document satisfy your audience’s curiosity?
▪ Did your introduction accurately introduce your topic to your audience?
▪ Did you provide evidence and use credible sources while writing your paper?
▪ Do your paragraphs smoothly transition into one another?
▪ Did your conclusion tie your paper together?
▪ Did you cite all the information you provided?
▪ Are all document requirements met?
Do not worry if you cannot answer all these questions immediately. Reviewing your draft
takes time. Always remember that you must also put the time and effort into writing to
produce the best document. This includes spending time reviewing your draft until you are
satisfied with your work.

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3.2 Check Grammar, Spelling and Style for Accuracy and Punctuation

Proper grammar, spelling, style, and punctuation are needed to make your writing
interesting and clear. Always remember to check your grammar, spelling, style, and
punctuation before asking for approval from relevant personnel.
Some of the major spelling and grammatical points to watch when reviewing your document
are:
▪ Punctuation marks
Using the wrong end-of-sentence punctuation can risk giving the wrong message to
the readers. Depending on the punctuation used, sentences could become run-on
sentences or lack the conviction that might have been intended by the writer for their
text. Observing the appropriate punctuation to use at the end of sentences based on
the context of the sentence makes it clear what the writer intended to convey with
the sentence (e.g. is the writer asking, stating, etc.).

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Here are some common punctuation marks and their uses:
o Periods
Periods are used to denote a full stop at the end of a statement or declarative
sentence. They are also used in abbreviations.
o Question marks
Question marks determine whether a sentence is a question. They are only
used at the end of a statement.
o Exclamation points
Exclamation points are used to show excitement or emphasis in a sentence –
use them sparingly.
o Double quotation marks
Double quotations are used to directly quote material from a source.
o Apostrophes
Apostrophes are used to show that a person/thing owns or belongs to
something. They can also be used to combine two words to make a
contraction (e.g. it’s, we’ve). They can also be used to indicate a missing letter
(e.g. ol’).
o Commas
Commas are used to indicate breaks or pauses in a sentence. They are also
used:
• When separating a list in a sentence
• Between adjectives, if a sentence contains more than one in a row
• For separation between dependent and independent clauses
• For separating introductory words or short phrases (e.g. however, it
was disappointing)
• For separating quoted speech or other elements from the rest of the
sentence (e.g. ‘It was a dog’, he said)
• Between coordinating conjunctions

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▪ Run-on sentences
Run-on sentences occur when you combine two sentences together without using
punctuation marks.
An example of this is:
Incorrect: I ate pizza for dinner however I prefer sandwiches.
Correct: I ate pizza for dinner. I prefer sandwiches.
▪ Capitalisation
Ensure to take note of when you should capitalise words in a sentence. Some
instances of when words should be capitalised in a sentence include:
o The first word of a sentence
o Proper nouns
▪ Subject-verb agreement
Your sentence’s subject and verb must always agree with each other. Always
remember that singular subjects and singular verbs go together, while plural subjects
and plural verbs go together.
For example:
Incorrect: My friends likes to eat pasta.
Correct: My friends like to eat pasta.
▪ Pronoun and antecedent usage
Some sentences contain pronouns with unclear antecedents. This can cause readers
confusion on what the following sentences might be discussing. By ensuring that each
pronoun has a clear antecedent, sentences connect with one another and allow
readers to follow the writer’s discussion.
▪ Word usage
How you use words can greatly affect your document. Misusing words can confuse
your audience and change your document’s direction. Avoid confusing and misused
words in your writing. Make sure to check the spelling and definition of a word if you
are unsure of its meaning and spelling.
For example:
Incorrect: I really appreciate your advise.
Correct: I really appreciate your advice.

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Manually proofread the whole document. This ensures that you are also able to identify the
context of the sentences that could explain the use of certain punctuations or sentence
structures, something that might be lost when using a computer or application to check. As
the review progresses, the document can be manually marked (e.g. pencil marks, highlights,
etc.) to take note of areas where the wrong punctuation was used.
You may enlist the assistance of someone (e.g. friend, colleague, etc.) who is willing to read
through the document for you. After they read the document, you can then ask them what
writing style they found the document to be in. Based on their feedback, you can then adjust
certain parts of the document to improve the writing style for the document’s intended
purpose.
If you are looking for a quick way to review your document, you can easily find applications
to check for grammatical errors on the internet. Run the document through a spellchecking
application (e.g. Microsoft Word Spellchecker) to automatically identify all the misspelled
words in a document. You can then skip to all the misspelled words and correct their spelling
without having to read the whole document.
Here are other examples of spellchecking applications:

Grammarly

LanguageTools

After the Deadline

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 ▪ Grammarly
Grammarly is one of the most popular online grammar checking tools. You can add
this to your browser to check for errors while you are writing your document. You
can easily check your errors since the app underlines grammar, spelling, and
contextual errors as you write. It also provides spelling and grammar suggestions and
rates your work based on readability, accuracy, and performance.
▪ LanguageTool
Like Grammarly, LanguageTool can also be added to your browser or installed as a
complete desktop app. What makes LanguageTool unique is that it works with over
20 languages. Some examples of the languages the app works with are German,
Polish, Dutch, French, and Tagalog.
▪ After the Deadline
After the Deadline is an online grammar checking tool can be downloaded as a
desktop app or as a browser extension. This app also checks your text for spelling,
style, and grammar.

If you prefer editing your work offline, you can also use MS Word to check for grammatical
errors. Simply run a grammar check on your document using the spelling and grammar tool
by clicking on the Editor button or pressing F7. You can also use the app’s thesaurus to find
words that you may need in writing your document.

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3.3 Confirm Draft Text is Approved by Relevant Organisation Personnel

Feedback is defined as information concerning one’s understanding and performance. It

gives you information on your progress in an effort to reach your goals. Feedback is needed
because of the following reasons:
▪ It helps you avoid mistakes.
▪ It motivates you to do better.
▪ It keeps you on track.
▪ It helps you learn.
▪ It advances your career.
▪ It helps you assess your performance.
Obtaining feedback is an essential step in writing your document. If your work was
commissioned by someone else, now is the time to get it approved so you can prepare your
final copy. If there are changes to be made, make them now and get them approved.

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It is normal for you to wonder whether you successfully completed a task or if your
performance needs work. Seeking feedback can confirm your thoughts and motivate you to
do better. There are many ways to seek feedback. Ways to seek feedback include:
▪ written and electronic comments
▪ suggestions from peers
▪ meetings with relevant enterprise personnel
▪ asking questions that will help you gain additional information on your task or that
can help you confirm if your task has been completed
When writing your draft, always ensure to seek the approval of relevant enterprise
personnel. Relevant enterprise personnel can refer to any group, institution, or individual
who has a role or interest in the document you are writing.
Relevant personnel may include:

Colleagues, staff in your work section,

Consultative committees
team members

Managers, leaders, coordinators,

Owners
supervisors

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 ▪ Colleagues/staff in your work section/team members
Your colleagues are an excellent source feedback. Chances are, they might also be
familiar with the type of documents you are writing. They might also be familiar with
who your audience is. An advantage of seeking feedback from your colleagues is that
you can easily schedule a consultation time. You can also use this opportunity to learn
from each other and discuss areas in your work that you may not understand.
▪ Consultative committees
Consultative committees are created to make proposals or provide advice about your
document. You may consult these committees when you want to exchange views and
share information on what you are writing.
▪ Managers/leaders/coordinators/supervisors
Seeking feedback from managers can have a positive impact on your work. This is
because managers can provide a detailed explanation of what you are supposed to
write. They may also identify what they expect from your document.
▪ Owners
Owners monitor your management or organisation. Because they are the decision-
makers in your organisation, seeking feedback from them can help show that you
value their opinions.
Seeking feedback from relevant personnel helps you improve your document. Their
feedback may help you determine what works and does not work. It may also provide you
with helpful criticisms and suggestions that may guide you in the writing process. Getting
your draft approved by someone else can also prevent confusion and misunderstandings
when creating your final document.

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3.4 Review and Incorporate Any Amendments in Final Copy

As mentioned earlier, seeking feedback from relevant personnel may provide you with
helpful suggestions and criticisms that may guide you in the writing process. That being said,
it is important to remember their feedback and incorporate their comments and suggestions
into your work.
Reviewing your draft is not just about fixing your grammar or checking for punctuation
errors. It is more about determining whether your document is easy to read and conveys
your message. Once you have reviewed the draft and are satisfied with what you have
produced, you may then begin incorporating the feedback you received into your document.

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To incorporate feedback into your document, refer to the following guide:
▪ Scan through your feedback
Scanning through your feedback will always be the first thing to do after consulting
relevant enterprise personnel. Doing so will help you gauge the amount of time you
will spend revising your work. It will also help you gauge how much work needs to be
done and how many changes have to be made.
▪ Prioritise the feedback you receive
Prioritising the feedback you receive will help reduce the stress you might feel when
receiving feedback for the first time. You will know what you will need to accomplish
first and what can be accomplished at a later time.
▪ Focus on one issue
Receiving feedback in bulk may sometimes feel overwhelming, especially when your
evaluator gives a lot of detailed feedback and specific information. For a case like
this, it is always good to focus on one issue at a time. You may choose to concentrate
on the biggest issue at hand and resolve smaller issues when you revise your
document.
▪ Incorporate amendments to the entire document
Incorporating amendments to the entire document usually happens when you are
given general feedback. For example, your evaluator may have commented that you
often write in first person perspective when your document requires you to write in
second person perspective. Addressing this comment would mean that you would
have to change all first-person pronouns in your text to second-person pronouns.
▪ Set aside time for revisions
No revision is perfect on the first try. A cohesive document will have to go through
numerous revisions before it can be presented to an audience. Because of this, it is
always important to set time aside for further revisions. Ensure to do this whenever
you are creating a document and even when you are already in the revision stage.

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3.5 Apply Basic Design Elements for Documents Appropriate to Audience and
Purpose

Design elements help make a document look more credible. They also make your document
easier to read and help attract readers. Usually, organisations provide document templates
to maintain consistency in the documents being used in the workplace. However, templates
are not always provided for all document types. Because of this, it is important to be
knowledgeable about the different design elements used in creating documents.
When writing your document, it is always important to use basic design elements that suit
your audience and purpose.

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Basic design elements include the following:

Fonts Capitalisation Headings Illustrative materials

Logos, branding,
Justification and organisational
Pictures Tables
alignment identity
requirements

Margins and
Page orientation Use and amount of Use and amount of
paragraph
and size colour white space
indentation

Templates

▪ Fonts
Choosing the appropriate font style and size is important in writing documents. Font
styles can be used to support the overall tone of the document. Fun and quirky fonts
with lots of embellishments or design would be a better choice for documents
written for a fun purpose in mind, like party invites. A simple font, like Calibri, would
be a better choice for academic or business purposes to ensure that readers can read
the content well.
Font styles can be classified into two major categories: Serif and Sans Serif fonts. Serif
fonts are often used for printed documents as their embellishments give off a more
traditional look and thus, add to the professionalism of a document.

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 Sans serif fonts are often chosen for web pages as they are believed to be better for
documents that will be viewed through small screens (e.g. smartphones). Other
common uses for Sans Serif fonts are for headlines, titles, or any text that is meant
to stand out from the rest of the document.
Always remember to choose simple yet professional font styles when writing. Avoid
using fonts that can distract your audience. You want your message and words to
stand out, not your font.
Some common fonts used in a professional setting include:
o Times New Roman
o Arial
o Calibri
o Verdana
While many organisations prefer a font size 12, make sure to ask your organisation’s
preference before submitting your document.
▪ Capitalisation
Always remember to observe proper capitalisation while writing your document.
Keep in mind that all sentences and proper nouns start with capital letters.
▪ Headings
Headings can be added in the document to separate sections in a document based
on specific groupings, such as categories or discussion points. Readers are then
guided on the context of what they are reading and helps guide them to specific
sections they might be searching for within the document.
Effective headings are consistent, readable, and specific. They serve the following
functions:
o They show a logical development of ideas.
o They allow the reader to selectively scan and read parts of your text.
o They provide an organisational overview of your document.
o They tell the reader what to expect from each section of your document.

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▪ Illustrative materials
Always ensure that the illustrative materials you use suit what you are writing. Also
take note of your organisation’s preferred file size and format when sending
documents with illustrations online.
▪ Justification and alignment
Proper justification and alignment help your readers navigate through the document
faster. Some readers may find reading fully justified text hard since it makes finding
edges of text harder.
Take note of the following tips when dealing with text justification issues:
o Use left justification as a default
o Ensure that normal word spacing is preserved when using full justification
Find out your organisation’s preferences on justification and alignment to deliver a
correct document.
▪ Pictures
Pictures can be included in the document to chunk long blocks of text. Readers are
given something else to look at either to amuse them or to maintain their interest by
providing the information needed in a different format.
▪ Tables
Always remember to label all the tables present in your document. Tables are added
to a document to present numerical data. This allows the writer to present large
amounts of numerical data to their readers in a concise and orderly manner. If you
are presenting large amounts of information, ensure to use lists and tables. This
allows you to present your data without having to describe them one by one with
words.
▪ Logos, branding, organisational identity requirements
Make sure to include logos and other organisational identity requirements in your
document, especially if your organisation requires you to do so. Some organisations
require the use of watermarks and logos to protect their information. If your
organisation has policies on using watermarks and logos, make sure to include this
your document.

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▪ Margins and paragraph indentation
Observe proper margin and paragraph indentations in your document. Proper
indentation can make your text easier to read.
▪ Page orientation and size
MS Word allows you to adjust your document’s page orientation and size and
preview your changes. You can access them in the Page Setup group on the Layout
tab.
▪ Use and amount of colour
Avoid using colours that make your text difficult to read. If you are using a white
background, for example, avoid using light-coloured font colours.
You should also avoid using too much colour on your page. Excessive use of colours
can distract your readers and discourage them from reading your text. Organisations
usually use a black font when writing documents. Make sure that your use of colour
conforms to your organisation’s requirements
▪ Use and amount of white space
White spaces help separate graphics and text in a document. When used effectively,
white spaces create balance in your document and help readers read your
document’s text. Avoid using too much or too little white spaces; use only the
amount that makes reading your document easier.
▪ Templates
Some organisations have pre-set templates for their documents. Ask your
organisation on their preferences before writing your document.

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3.6 Check Document and Confirm All Requirements are Met

You are now getting closer to your goal. You have made a draft, finalised your content, and
are close to finally finishing what you are writing. Once you reach this point, there is only
one thing left to do. You must check if all your document’s requirements have been met.
The completeness of your requirements is important for many reasons. Some reasons are:
▪ Verification
Incomplete requirements can result in the document not being published or
approved. Consult relevant enterprise personnel for cases where your document
requirements are difficult to understand.
▪ Quality assurance
Checking your document’s completeness is also a means of assessing your
document’s quality. Incomplete requirements may mean that your work needs
improvements. Complete requirements, on the other hand, indicate that you are
ready to submit your document.

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 ▪ Satisfaction and acceptance
The completeness of your requirements can also determine whether your readers
will be satisfied with your work. It will also determine whether your readers will
accept what you wrote.
These are but a few reasons on why you should ensure all your document requirements
should be met. Here are some ways you can ensure that all your document’s requirements
are met:

Create a checklist of your document's requirements

Use word processing software

Review your final text

▪ Create a checklist of your document’s requirements

You may create a checklist of your requirements so you can easily check what you
have or have not accomplished. A checklist may also help you organise your content
and ensure that it is consistent and complete.
▪ Use word processing software
Using word processing software will help ensure that the required design elements
of your text are met. For example, you may check your document’s justification and
alignment by checking your document’s layout.
▪ Review your final text
Reviewing your final text’s content can help you determine whether your purpose
was clearly conveyed. It will also help determine whether your content matches your
purpose and is appropriate to your audience.

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After you have printed your final copy, once again, get someone to go over it to proof and
to ensure that it is going to do the job as effectively as you intended. Follow these steps
every time you write a formal document of any size.

Checkpoint! Let’s Review

1. Reviewing your draft allows you to re-examine your work
and make changes to improve its quality.
2. Always remember to check your grammar, spelling, and
style before asking for approval from relevant personnel.
3. You can easily find applications to check for grammatical
errors on the internet.
4. Obtaining feedback is an essential step in writing your
document.
5. When writing your draft, always ensure to seek the
approval of relevant enterprise personnel.
6. When writing your document, it is always important to use
basic design elements that suit your audience and purpose.

7. Make sure to check if all your document’s requirements

have been met.

Classroom Activity for Chapter 3

Well done completing this chapter. You may now proceed to your
Classroom Activity Booklet (provided along with this Learner
Guide) and complete the classroom learning activities associated
with this chapter.
Please coordinate with your trainer/training organisation for
additional instructions and guidance in completing these
practical activities.

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References

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https://warwick.ac.uk/fac/soc/al/globalpad-
rip/openhouse/academicenglishskills/writing/conclusions/
Counterargument. (2019). Harvard.edu.
https://writingcenter.fas.harvard.edu/pages/counter-argument
Covey, S. R., & Breck England. (2012). FranklinCovey style guide for business and technical
communication. Franklincovey.
How to write a meeting agenda: Tips, template and sample. (2020, November 26). Indeed
Career Guide. https://www.indeed.com/career-advice/career-development/how-to-
write-a-meeting-agenda
Last, S. (n.d.). Technical writing essentials. B.C. Faculty Pressbooks. Retrieved January 22,
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Locker, K. O., Mackiewicz, J., Jeanine Elise Aune, & Kienzler, D. S. (2019). Business and
administrative communication. New York, Ny Mcgraw-Hill Education.
Writing skills: Getting your written message across clearly. (n.d.). Mind Tools. Retrieved
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