Certificate III in Community Management Introduction Welcome to your first topic for Writing Letters and Memos. This topic is called Dealing with Requests for Information. In this topic, you will look at organisational procedures for dealing with the flow of workplace correspondence through an organisation. You will also look at determining the most suitable ways of responding to specific requests for the kinds of information that are likely to be received by an organisation. This includes information that flows within the organisation itself as well as information that comes from other agencies, businesses or Government departments. Types of information Written information in an organisation can come from many different places and people. Written internal communication Written communication within an organisation is sent from one person in the organisation to another. Example 1: Writing Letters and Memos Student Learning Materials Management Committee 2
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Certificate III in Community Management
IntroductionWelcome to your first topic for Writing Letters and Memos. This topic is called Dealing with Requests for Information.In this topic, you will look at organisational procedures for dealing with the flow of workplace correspondence through an organisation. You will also look at determining the most suitable ways of responding to specific requests for the kinds of information that are likely to be received by an organisation. This includes information that flows within the organisation itself as well as information that comes from other agencies, businesses or Government departments.
Types of informationWritten information in an organisation can come from many different places and people.
Written internal communicationWritten communication within an organisation is sent from one person in the organisation to another.
Example 1:
The
management committee may communicate with the coordinator of a programme by writing a memo:
Memo
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Management Committee
Manager / Coordinator
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To: The Coordinator of the Youth Recreation ProgrammeFrom: The Management Committee for the Youth Recreation Programme
Date: 10/1/05
Re: The Children’s Holiday ProgrammeThe Committee is reviewing the plan you put forward for the holiday programme for 10 to 14 year-olds.We would like you to clarify the dates for the programme so we can make accurate costing.
Please respond by 12/1/05.
In this memo the management committee is asking the coordinator of the Youth Recreation Programme to give them details of the dates of the Children’s Holiday Programme, so that they can work out how much the programme will cost. The committee also asks the coordinator to respond to this request by 12/1/05.
Example 2:
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Information flows back from the receiver of the memo to the sender as in the following reply from the coordinator of the programme.
MemoTo: The Management Committee for the Youth Recreation ProgrammeFrom: The Coordinator of the Youth Recreation Programme
Date: 10/1/05
Re: The Children’s Holiday Programme: The dates are as the follows, 3/3/05 to 13/3/05 which is 10 days in total.
The coordinator has responded before the 12/1/05 with the information asked for.Internal written communication that is brief is often written in memo form.
Self testing activity 1.1
Writing Letters and MemosStudent Learning Materials
Management Committee
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External communicationInformation may also come from outside an organisation (external communication) to the various people within it. Information from the organisation can also flow back to the sender or to other external agencies.The following flow chart and letters below it shows how this may occur in one organisation.
Example 3:
Ms Khin San ThitDirector - Family and Community ServicesNo 10, Peinnegone StreetKandawlay, Mingalar Taung Nyunt TSPYangon, Myanmar
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Family and Community Services
DirectorCommunity Health
Community Health Office
Health Workers
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5/2/05
The DirectorCommunity Health Service P.O Box 11Mandalay Post OfficeMandalay
Dear Director,The Health Commission has reported a number of outbreaks of influenza in Toungoo. Frail elderly people are at risk of complications such as pneumonia and bronchitis if they contract influenza. Elderly people are advised to have vaccinations to avoid the risks associated with influenza.Please pass this information on to coordinators of service programmes and health workers in your community, so that they can advise community members that vaccinations can be freely obtained from: doctors, immunisation clinics and health services.
Yours sincerely,Khin San ThitMs Khin San Thit
Self testing activity 1.2
In the case of this letter, the information comes from outside the organisation to the staff within it. It is addressed to the Director of Community Health Services, but the information flows to others. This is because the letter requests that the information be passed on to health care workers and coordinators of programmes service.
There is no need to respond to the letter because it is giving information that the staff has to act upon.
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The following example shows that communication is not always from another business or organisation but can come from users of services.
Example 4:
Saw Kyaw WinNo.72 Street
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A Client
Health Workers
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Aung Mingalar, DalaYangon, Myanmar
12/1/05
Community ServiceP.O Box 101Mandalay Post OfficeMandalay
Dear Health Worker, I wish to thank you for the care you provided to my mother who lives alone, when she was unwell. My mother appreciated the twice-weekly home visits, which you provided, and it eased my anxiety about her a lot.
Yours sincerelySaw Kyaw WinSaw Kyaw Win
Self testing activity 1.3
The following diagram outlines the sources of internal and external written communication that comes into and goes out from the manager of a community housing group that deals with building needs in the Sunshine Community.
Government Funding Agency
(re: funds for building projects)
Bank(re: availability of
finances)
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Community Council(re: housing needs and
projects)
Building suppliers(re: orders)
The Manager Sunshine Community
Housing Group Management Committee
(re: decision making and direction)
Construction Workers(re: work to be done)
Sometimes steps may be different to what is shown in this diagram. For example, the funding agency may not need to refer to the bank if the funds have already been made available.
Or, sometimes the manager may need to deal directly with the building suppliers without having to go to council each time he negotiates for work to be done.
Residents of Houses(re: repairs and design)
It is important to remember that each situation is different depending upon what communication needs to occur between the relevant parties.
Self testing activity 1.4
The manager of Sunshine Community Council does not just keep the information to himself/herself; he/she passes on information to other relevant workers and groups within the organisation, as well as to any outside bodies.
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Directions from the management committee sometimes flow as outlined in the following diagram:
Directions from Management Committee
The Sunshine Community Council
Other workers within the Housing Group
Residents
In the above example, the information flows to and from the various parties involved in the work to be done. For example, a resident may need some slight alterations to the work due to a special need, e.g. handrails for an elderly person. This may require the resident to either inform the council of their special need, or the workers to gain agreement for any extra work involved.Communication with government funding agencies regarding funding will flow in this manner:
Government agency
Management Committee
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Manager
Community Council
Again this is an example that provides a guide only, but the real situation may be different (e.g. the Community Council may deal directly with the government agency if they are applying directly for funds).
Communication between different levels of workersIn most organisations there are generally three levels of workers.These are: Management Coordinators/Managers Work teams.These three levels of workers need to communicate to ensure the activities of the organisation are carried out properly. For this to happen they need to communicate well between each level as well as within each level.Information can flow in various ways in an organisation.It may flow from management to the workers and back again.
Management
Worker
Or, from one worker across to another worker and back again:
Worker
Worker
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Or, from a management committee to the director of an organisation and back again:
Management Committee
Director / Coordinator
Who uses written communication?Most people will need to use written communication skills as part of their jobs. Technology such as computers and fax machines are part of most organisations. They allow people to communicate quickly and easily.
Self testing activity 1.5
The advantages of written communicationWritten communication can assist the communication flow because it is recorded information that can be referred back to if needed. It can be photocopied and passed on in exactly the same format to more than one person. This is very useful for an organisation when it needs to make sure that all workers get the same message.Imagine a coordinator of a programme with ten staff members. The coordinator relies on each staff member to tell one another about meetings that have been arranged. Some staff may get to the meeting while others do not, because they were not told.Writing a memo about meeting times ensures that all staffs are informed and everyone receives the same information.
Self testing activity 1.6
Organisational proceduresAn organisation exists as a service to the wider community. In order to be a service that responds well to its community, a range of administrative functions needs to be carried out, such as:
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handling mail receiving telephone calls and fax messages keeping accounts computing services management of staff.
A large organisation may have staff to perform different administrative functions. It may be an organisation where each person in the organisation manages his or her area of work themselves, including using computers for letter writing and electronic mail (e-mail) on the computer.
Self testing activity 1.7
Whether or not an organisation has administrative staff to perform office functions, everyone in an organisation needs to be able to read and respond to communication within the organisation.A manager, who has secretarial staff to type letters, will still need to draft letters and memos to be typed. Most staff will need to read letters and memos and draft responses to them.Some organisations have computing and communication facilities that staff use for writing their own communication. These may be centrally located for the convenience of all staff.
Communication and technology
1. Computers
Most businesses, government departments and community organisations use computers these days to type letters and other forms of written communication. These make the task of writing easier. They are able to correct mistakes, move words and sentences around and make format changes to the text to make it look professional.
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Documents such as letters and memos can also be stored on computers in a computer filing system. This means that written material that is stored on a hard drive or disk of a computer can be easily accessed when needed.Communication can also occur on computers through electronic mail (e-mail). This allows a person to communicate on a computer with someone at another place through his or her e-mail address. The document does not need to be printed, but appears on the computer screen. Once the message has been read it can be destroyed or stored and responded to as necessary.Each person connected to e-mail has his or her own e-mail address.It can be used to write quick informal messages, or to forward documents from one organisation to another.
Self testing activity 1.8
2. Facsimile (fax) messagesThis is a commonly used business communication tool. A fax machine allows the sender to send exact copies of documents from one location to another in a matter of minutes - even around the world. Whatever technology is used there are writing conventions that should be followed. (A convention is an accepted standard way to do something)
Conventions for writing memosMemos are used to communicate within an organisation. They should be brief and concise. They are used to get things done quickly in an organisation. They are used for routine matters that arise in an organisation.
1. Who can send a memo?A memo can be sent by anyone in an organisation to communicate with another person or people in the same organisation. Workers at the same level can also communicate by means of a memo.
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Managers can communicate with coordinators and other workers through memos. Workers can communicate with managers through memos. Memos need headings to show whom the memo is to and whom it is from. They need to also include the date and the subject.
MemoTo: All Programme CoordinatorsFrom: Win Thu Moe, Office Manager
Date: 7/1/05
Re: Programme FundsThere will be a meeting on Thursday 17th January 2005 at 10 am in my office to discuss funding for all programmes for the next 6 months.It is important that all coordinators attend this meeting. If anyone is unable to make it to this meeting please let me know by the 10th January.
As you can see, a memo does not have greeting such as ‘Dear’ or ‘Yours sincerely’. The top of the memo identifies who is to receive it. Underneath is the name of the writer of the memo, followed by the date and the message.
Self testing activity 1.9
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Responding to written communication MemosSometimes memos will give information that does not need to be responded to, whereas at other times it will be clear that an answer is required. In the memo above, the writer is asking for a response only from coordinators who are unable to attend the meeting.Look at the following response from one of the coordinators:
MemoTo: Win Thu MoeFrom: San Khan Thee
Date: 9/1/05
Re: Meeting to discuss Programme FundsI must attend another meeting and will be away from the office from 16th to 18th January, so I am unable to make to the meeting on the 17th. Please advise me of important information by sending me the minutes of the meeting and any other information you see as necessary.
Self testing activity 1.10
LettersThe response to a letter will usually be by letter. However, not all letters ask for a response. Letters also need to be read carefully to determine: what information is being given; and what information is being asked for.Read the letter on the following page.
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Writing Letters and MemosStudent Learning Material
The ManagerGreen Hill Housing GroupGreen Hill CommunityPO Box 12Green Hill, Mon State
Dear Ms Mi Chan MonWe are pleased to advise you that your application for funding for five additional houses for the coming financial year has been approved.The funding for a health care complex is still under consideration. We may be in touch with you again shortly regarding this. Funds will be made available by the middle of July and will be sent directly to your Housing Group’s account. The funds will need to be spent within the financial year or they will be withdrawn.If you have any inquiries regarding this letter please contact me by fax or telephone.Yours sincerely
Win NaingWin NaingProgramme Manager
No response to this letter is asked for, although inquiries can be made. The letter is giving information only. It is informing the Green Hill Housing Group that it has been successful in gaining funding for five houses to be built.It is also informing the group that a decision about the health care complex has not yet been made but is still being considered.
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Self testing activity 1.11
Now read the following letter:Retired Workers’ Housing AssociationNo, 112-123, 38th StreetKyauktada TownshipYangon MyanmarTel: (08) 8673 4229Fax: (08) 8673 4220
30/5/05
The ManagerGreen Hill Housing Group Green Hill Community PO Box 12Green Hill, Mon Sate
Dear Ms Mi Chan MonWe are pleased to advise you that your application for funding for five additional houses for the coming financial year has been approved.If you wish to accept these funds you will need to send me an acceptance letter by the 30th June, together with details of the account number of your organisation.When the acceptance letter has been received, I will transfer the funds to your Housing Group’s account.The funds will need to be spent within the next financial year or they will be withdrawn.If you have any inquiries regarding this letter please contact me by fax or telephone.
Yours sincerely
Win NaingWin NaingProgramme Manager The second letter definitely requires a response in the form of an acceptance letter and advice about the bank account number.
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Can you imagine what would happen if the housing group failed to send an acceptance letter? They would lose out on funds for the five houses that they are entitled to! The highlighted paragraph indicates that a response to this letter is necessary.
Self testing activity 1.12
It is very important therefore, to make sure you know what response is expected when you read a letter to your organisation, and to make sure that the response is written.The letter on the following page is a response to the Retired Workers’ Housing Association.
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Green Hill Housing GroupGreen Hill CommunityPO Box 12Green Hill, Mon State5/6/05
Dear U Win NaingThe Management Committee gratefully received your letter informing the Green Hill Housing Group that funding for five houses has been granted.The Housing Group wishes to accept the funding offered. Details of our account number are as follows:Green Hill Community Bank, BSB: 001 - 5355Account number: 54556677.We look forward to further communication with you in the future.
Yours sincerelyMi Chan MonMi Chan MonManager – Green Hill Housing Group
In most situations a letter will require another letter in response. A memo usually requires another memo. However, sometimes a memo or letter may request that another form of communication such as a form or a report is given.
Now it’s your turn to decide what response is needed to the following letter.
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Department of Health, Health and Safety Office121, U Pagoda RoadYangon, Myanmar
Tel: (08) 8234 5432Fax: (08) 8234 5433
2/2/05
The HeadmistressGreen Hill Community SchoolGreen Hill CommunityGreen Hill, Mon State
Dear Ms Aye AyeThe survey you returned to us detailing your school’s size indicates that your student numbers have increased over the past year.Our records show that your school has one person registered as a Trained First Aid and Safety Officer. To ensure the safety of students and staff members a school of your size needs to have two officers trained in First Aid and Safety issues. Please discuss the need for an additional officer at your next staff meeting. A person will need to be chosen and will need to complete the enclosed First Aid and Safety Officer Registration form.Upon registration the officer will be registered for the next training course which will run for three days from March 2nd to the 5th.Yours sincerely
Saw Lah DoeSaw Lah DoeSchools’ Programme Manager
Registration Form: First Aid Officer
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Name of School: _______________________________________
Address:______________________________________________ ______________________________________________ _____________________________________________Telephone No: ___________________________________________Fax No: ________________________________________________Name of Registering Officer: _______________________________Position within the school: ________________________________
Self testing activity 1.13
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SummaryIn this topic you have seen how requests for information are made in letters and memos and seen how to respond to requests for information.You have also seen how information flows through an organisation and that the information can be from within it or from outside departments or agencies. The examples given, also showed you how important it is to respond appropriately in order to help the smooth flow of information to all the people involved. This is also part of good communication.
It is now time to complete the assessment for this topic.
If you feel you now have an understanding of how letters and memos flow through an organisation, and have completed your self testing activities, it is time for you to do the assessment for this topic.
Writing Letters and MemosStudent Learning Materials
