Planning for Success: Planning for Success:

Good and Bad NewsGood and Bad News

Isobel M. FindlayIsobel M. Findlay

BsCom 100 Lecture Week 5BsCom 100 Lecture Week 5

ObjectivesObjectives

define the phases of the writing processdefine the phases of the writing process explain general and specific purpose and core explain general and specific purpose and core

ideaidea explain value/elements of audience analysisexplain value/elements of audience analysis explain forms of organizationexplain forms of organization describe elements of effective good /bad news describe elements of effective good /bad news

messagesmessages list functions of document designlist functions of document design explain importance of editing, revising, explain importance of editing, revising,

checklistschecklists

Planning for SuccessPlanning for Success

Knowledge is a process of Knowledge is a process of piling up facts; wisdom piling up facts; wisdom lies in their simplification.lies in their simplification.—Martin H. Fisher (CBC —Martin H. Fisher (CBC 108)108)

I would have written you I would have written you a short letter, but I didn’t a short letter, but I didn’t have the time.—Winston have the time.—Winston Churchill (qtd. in Guffey Churchill (qtd. in Guffey 160)160)

Planning for Success Planning for Success CBC 102-89CBC 102-89

planningplanning researchingresearching organizingorganizing composingcomposing designingdesigning revising revising

Writing Writing Planning/ProcessPlanning/Process

Purpose—GeneralSpecificCore idea

AudienceAnalysis

OrganizingDraftingDesigning

Testing readability

RevisingEditingProof-reading

Matching audience and writer needs

ResearchChannel

Audience Analysis Audience Analysis CBC 111-14CBC 111-14 identify primary and secondary audience--age, identify primary and secondary audience--age,

interests, occupation, education, statusinterests, occupation, education, status identify other stakeholdersidentify other stakeholders assess audience knowledge, needs, response—assess audience knowledge, needs, response—

receptive, skeptical, hostilereceptive, skeptical, hostile assess importance, timing, nature of responseassess importance, timing, nature of response assess constraints—legal, time, etc. assess constraints—legal, time, etc. identify reader benefitsidentify reader benefits put self in reader’s shoes (diversity)put self in reader’s shoes (diversity) ask questions reader might askask questions reader might ask

ResearchingResearchingCBC 105, 114-15, 223, 307-17, 579-87CBC 105, 114-15, 223, 307-17, 579-87

Research is formalized Research is formalized curiosity. It is poking and curiosity. It is poking and

prying with a purpose.—Zora prying with a purpose.—Zora Neale HurstonNeale Hurston

Informal Internal Informal Internal Research Research CBC CBC 310310

consult files and consult files and colleaguescolleagues

review examplesreview examples brainstorm and brainstorm and

outlineoutline

Formal Research and Formal Research and Documentation—see Documentation—see Lecture Week 3Lecture Week 3

Organizing Organizing CBC 105, CBC 105, 128-32128-32

determines the order of ideas, what is determines the order of ideas, what is included and highlighted, and logical included and highlighted, and logical connections among ideasconnections among ideas

is determined byis determined by– occasion, objectivesoccasion, objectives– audiences, formatsaudiences, formats

begins with mindmapping, clusteringbegins with mindmapping, clustering groups similar ideas and clarifies patternsgroups similar ideas and clarifies patterns creates relationshipscreates relationships controls use, access, response, actioncontrols use, access, response, action

Composing Composing CBC 105, CBC 105, 144-49144-49

follows outline/guideline to produce first draftfollows outline/guideline to produce first draft– means filling pagesmeans filling pages– involves rewarding selvesinvolves rewarding selves

Second draftSecond draft– refines beginning, middle, and endrefines beginning, middle, and end– involves choices about language and tone involves choices about language and tone – involves choices about integrating evidenceinvolves choices about integrating evidence

Designing Designing CBC 105, CBC 105, 144-49144-49

makes information accessible & usefulmakes information accessible & useful clarifies organizationclarifies organization creates hierarchiescreates hierarchies uses paragraphs, headings, enhanced uses paragraphs, headings, enhanced

text, lists,text, lists, creates successcreates success

Revision: Business Revision: Business StandardsStandards Writing without revision is like getting Writing without revision is like getting

dressed without looking in the mirror.dressed without looking in the mirror. — —Joanne BuckleyJoanne Buckley

In a typical business organization, the In a typical business organization, the average draft goes through five average draft goes through five revisions before it is finally approved.revisions before it is finally approved.

— —Thill, BovThill, Bovée, and ée, and CrossCross

Constructive Feedback Constructive Feedback

keep focus on outcome (effective document) focus on document purpose, audience, content, and

clarity be critical and constructive be specific about what needs adding/deleting write examples of changes to help writer avoid judgmental language use checklists to keep advice impersonal encourage writer to see feedback as a necessary part

of the process of writing encourage questions about/ restatements of feedback consider time demands and effect on morale

Constructive Constructive Feedback? Feedback? Your proposal opening is much too Your proposal opening is much too

tentative. If you cannot grab the tentative. If you cannot grab the reader’s attention at the beginning, you reader’s attention at the beginning, you might as well forget the rest.might as well forget the rest.

I particularly like how you elaborate the I particularly like how you elaborate the solution to the problem in the middle of solution to the problem in the middle of the proposal, although you might the proposal, although you might consider beginning with some of your consider beginning with some of your most striking data to engage the reader most striking data to engage the reader more thoroughly. more thoroughly.

Revising: A Checklist Revising: A Checklist

Open-minded, critical, Open-minded, critical, disciplineddisciplined Clear opening, middle, and conclusionClear opening, middle, and conclusion appropriate language, tone, organization appropriate language, tone, organization key terms/contexts definedkey terms/contexts defined sentences/paragraphs short and variedsentences/paragraphs short and varied you-centred approachyou-centred approach overgeneralizations modifiedovergeneralizations modified evidence relevant, valid, current, sufficient, varied, integrated, analyzed, evidence relevant, valid, current, sufficient, varied, integrated, analyzed,

documenteddocumented transitions effective (read topic sentences)transitions effective (read topic sentences) conclusions consistent with dataconclusions consistent with data punctuation, grammar, spellingspunctuation, grammar, spellings names, numbers, facts names, numbers, facts design consistencydesign consistency

Why Organize? Why Organize?

If the writer doesn’t start with the bottom line, If the writer doesn’t start with the bottom line, we--as readers--do. We make the bottom line we--as readers--do. We make the bottom line

the top line by skipping ahead. We take charge the top line by skipping ahead. We take charge of the organization because the writer didn’t.of the organization because the writer didn’t.

--Edward P. Bailey (CBC 133)--Edward P. Bailey (CBC 133)

Organizing effectively Organizing effectively

announce purpose clearlyannounce purpose clearly give context and define termsgive context and define terms offer conceptual map/forecastingoffer conceptual map/forecasting ensure global and local coherenceensure global and local coherence effect smooth transitionseffect smooth transitions conclude with summary that conclude with summary that

invites agreement, action, invites agreement, action, response and maintains goodwillresponse and maintains goodwill

How to Organize? How to Organize? CBC 128- CBC 128-3737 direct/indirectdirect/indirect deductive/inductivedeductive/inductive problem/solutionproblem/solution cause/effectcause/effect climactic orderclimactic order chronological orderchronological order

How to OrganizeHow to Organize

Receptive audience

DIRECT

main ideadetailsaction, deadline,goodwill

Resistant audience

INDIRECT

Buffer—compliment, benefit, backgroundReasons—facts, details, testimonials, credibilitybad newsFuture action, benefits, deadline, goodwill

Good news Good news CBC 213-42CBC 213-42

direct organizationdirect organization clear, informative, positiveclear, informative, positive opening reasons, middle detail, end actionopening reasons, middle detail, end action letters of request, credit, adjustment letterletters of request, credit, adjustment letter follow-up, transmittal letters/ memosfollow-up, transmittal letters/ memos positive personnel, invitation thank-youspositive personnel, invitation thank-yous greetings, congratulations, sympathygreetings, congratulations, sympathy messages to intimates, equalsmessages to intimates, equals

MemoMemoTo: T. LeaderTo: T. LeaderFrom: A. StudentFrom: A. StudentDate: 15 January 2003Date: 15 January 2003Subject: Effective CommunicationsSubject: Effective Communications

EffectiveEffective communications is a critical tool when you are writing reports. In the future employees will require effective communications skills for even the most routine of business responsibilities. Since communication is required at all levels of an organization, good communications skills are an asset. However, communications is also a matter of building or maintaining external relations with clients, customers, and suppliers.

We communicate not only verbally but also via communication technology which overcomes geographic boundaries and allows suppliers to communicate with customers across the world. If telecommunications can prove costly and inefficient, electronic communication offers a less costly and more efficient channel.

“Effective communications means effective businesses” ( Findlay). In problem-solving, policy development, and strategic planning, effective business reports are invaluable. Produced individually or collaboratively for internal or external audiences, successful reports depend on effective communications: planning and research, tactful implementation, and careful revising and proofreading.

Planning and ResearchPlanning , the first stage of the writing process, importantly clarifies:

• document purpose• audience knowledge, needs, possible responses• action and outline to meet objectives

Primary and secondary research adds to the authority of the report, while testing “the validity of the core idea and direct[ing] revision to reflect new information” (Boone et al 122).Revising and ProofreadingSince “effective writing is effective revision” (BsCom 100 Home Page), revising and proofreading are critical to report credibility and success. These final stages change organization, argument, and wording to meet document purposes and audience needs, while ensuring report accuracy, reliability, clarity, and cogency.

Though it may be tempting to omit planning and research in report writing, BsCom 100 makes clear the investment of time and energy yields significant returns and helps the report effectively shape business and individual futures. To ignore planning, researching, and revising is to reduce productivity, increase costs, and weaken business relationships.

Works CitedWorks Cited

Boone, Louis E., et al. Boone, Louis E., et al. Contemporary Business Contemporary Business Communication. Communication. Scarborough, Ontario: Prentice Hall, 1999.

BsCom 100.3 Home Page. BsCom 100.3 Home Page. 1999. Isobel M. Findlay, Department of Management and Marketing, College of Commerce, University of Saskatchewan. 2 February 2003. Available <http://www.commerce.usask.ca/classes/bscom100/>

Findlay, Isobel. “Team Research, Writing, and Findlay, Isobel. “Team Research, Writing, and Presenting.” Business Communication, Presenting.” Business Communication, University of Saskatchewan, 24 January 2003.University of Saskatchewan, 24 January 2003.

Bad News Bad News CBC 156, 243- CBC 156, 243-6868 indirect organization (buffer, diplomacy)indirect organization (buffer, diplomacy) reasons decisionsreasons decisions avoid misconstruction/extra messagesavoid misconstruction/extra messages avoid promises/legal liabilitiesavoid promises/legal liabilities promote credibility/reputationpromote credibility/reputation no negative, judgmental, forceful words no negative, judgmental, forceful words impersonal tone, passives, chronology, impersonal tone, passives, chronology,

subordinationsubordination Collections--reminder, inquiry, aggressive, last-Collections--reminder, inquiry, aggressive, last-

resort CBC 289-91resort CBC 289-91– 3 specifics--amount owed, time, action3 specifics--amount owed, time, action

Bad News CBC 249-Bad News CBC 249-5151

Direct approach for :Direct approach for :– supervisees, co-workers, client supervisees, co-workers, client

friendsfriends– policy memospolicy memos– bottom-line clientsbottom-line clients– clients company wants to clients company wants to

discontinuediscontinue

Bad News Made Bad News Made Palatable?Palatable?Dear Ms. Smith:

The position for which you interviewed has been filled. We were very impressed with your qualifications, but we have appointed another candidate.

I hope you will stay in touch.

Sincerely,

Terse A. Timid

Bad News Made Bad News Made PalatablePalatableI very much enjoyed our talk about your training in communications. You already have impressive credentials on which you will undoubtedly build.

While the company is unable to offer you a position at this time, a similar opportunity is likely to become available within the next eighteen months. I hope you will stay in touch so that we can discuss possibilities.

We appreciate your interest in Impact Communications.

Sincerely,

Revise for Positive Revise for Positive Message Message Guffey et al, Guffey et al, 20012001 Although you apparently failed to read the Although you apparently failed to read the

operator’s manual, we are in any case operator’s manual, we are in any case sending you a replacement blade for your sending you a replacement blade for your food processor. Next time read page 18 food processor. Next time read page 18 carefully because you should have known carefully because you should have known how to attach the blade.how to attach the blade.

We are sending you a replacement blade We are sending you a replacement blade for your food processor. Please read page for your food processor. Please read page 18 of your operator’s manual on how to 18 of your operator’s manual on how to attach the blade for best performance.attach the blade for best performance.

Revise for Positive Revise for Positive Message Message Guffey et al, Guffey et al, 2001 2001 We cannot process your We cannot process your

application because you failed to application because you failed to include your social insurance include your social insurance number.number.

As soon as we receive your social As soon as we receive your social insurance number, we’ll be glad insurance number, we’ll be glad to process your application.to process your application.

Revise for Positive Revise for Positive MessageMessage Guffey et al, Guffey et al, 20012001

Customers are ineligible for the Customers are ineligible for the 10 percent discount unless they 10 percent discount unless they show their membership cards.show their membership cards.

Customers showing their Customers showing their membership cards are eligible for membership cards are eligible for a ten percent discount.a ten percent discount.

Effective memo?Effective memo?To: All personalTo: All personalSubject: meetingsSubject: meetings

Effective immediately meetings Effective immediately meetings will wiwill will commence this Wednesday ll commence this Wednesday and continue forthwith until instructions and continue forthwith until instructions are received otherwise.are received otherwise.

All members of staff will be involved. All members of staff will be involved. This is to ensure we build team unity so This is to ensure we build team unity so that we are all on the same page. Each that we are all on the same page. Each member of the team will focus on his member of the team will focus on his contribution.contribution.

Thank-you for your attention to this.Thank-you for your attention to this.

Effective Policy Memo?Effective Policy Memo?It has come to my attention that there are visitors to the Company that are showing themselves to where ever it is they are going.

It is very important that all visitors check in with either the 8th Floor receptionist or the 9th Floor receptionist. The receptionist will contact the employee that the visitor is here to see, and the employee will have to go to the recption area to escort their visitor. There should be no unescorted visitors walking through the Company.

It is asked that you instruct any visitors that you are expecting to check in with the receptionist, and that you escort your visitor back to your work area from the reception area once you are called. If you have questions please do not hesitate to contact me at ext. 5405.

Effective Policy Memo?Effective Policy Memo? To protect the confidentiality of our clients and the

security of company records as well as the safety of all staff, please follow these procedures to handle visits to the main office:

1. Employees advise visitors to report to the receptioniston the floor on which they work.2. The receptionist informs the employee when the

visitor arrives.3. The employee escorts the visitor to and from the

reception and meeting area.

Thank you for your cooperation in maintaining the high level of professionalism in our office. If you have any questions, please contact me at Extension 5405.

Guard against Guard against Negative SubtextsNegative Subtexts

you overlooked: you overlooked: you are stupidyou are stupid you forgot: you forgot: you are careless tooyou are careless too you suggest that: you suggest that: you are lyingyou are lying

Conclusions—or How NOT Conclusions—or How NOT to Get your Message to Get your Message AcrossAcross omit research and planningomit research and planning focus on your own needsfocus on your own needs choose an inappropriate channelchoose an inappropriate channel ignore design featuresignore design features fail to support claims with specific evidencefail to support claims with specific evidence choose inappropriate organizational strategychoose inappropriate organizational strategy begin and end weaklybegin and end weakly get the reader’s name wrongget the reader’s name wrong insult, order, or blame the reader insult, order, or blame the reader use vague, ambiguous, or inaccurate termsuse vague, ambiguous, or inaccurate terms fail to revise, edit, and proofreadfail to revise, edit, and proofread