SEN 406 – Technical Report

Writing

Usman Baba
 2

§ Technical Communication is a distinct,

formal form of written or verbal
communication.
§ It is highly specialized and requires a
Introduction specific level of expertise.
§ Good technical communication is
accurate, clear and concise.
 3

§ Technical communication is designed to convey

information of a complex nature to a specific audience.
§ Technical writing as the name implies, is informative
writing, which involves technical, scientific, and
engineering-based topics.
Defining Technical
§ Technical communicators write and edit user manuals,
Communication grant requests and proposals. They also deliver
presentations, and create a host of other intricate
documents.
§ Technical communicators are employed in variety of
professions including all of the sciences, Medicine, etc.
 § Technical writing is by definition distinct from
business writing or professional writing. However,
The reality is that technical communicators often are
asked to compose documents that are more closely

Defining aligned with those found in business or professional

writing.
Technical § There is great overlap between these areas of
Communication communication.
(cont’d.) § A good technical communicator should be prepared to
understand each area thoroughly.

§ We shall cover forms most commonly used in all three

areas
 5

§ Business Writing deals with the type of writing and

style of documents used by corporations, small
businesses, and organizations.
§ Designed primarily with the goal of persuasion in
Defining mind.
Technical § A Business writer conveys information with the
Communication additional purpose of persuading the reader to
agree with the author by the end of the document
(cont’d.)
§ Business writing involves relationships:
representative to client, supervisor to employee,
employee to employee or department to
department.
 6

§ Professional writing is the written communication

commonly utilized in the workplace, which includes
documents such as resumes, cover letters, personal
statements, emails, and memos.

Defining Technical § Just like business writing, much of professional writing

is designed to be persuasive. E.g. Cover letter and
Communication
resume work together to convince a recruiter to hire.
(cont’d.)
§ There is some overlap between technical, business
and professional writing, but they are still distinct
styles of writing that should be treated differently.
 7

§ To convey information effectively,

technical communication must be:
– Accurate
Effective – Clear and
Technical – Concise.
Communication A writer has failed if the audience
fails to understand the information
presented.
 8

§ Accuracy
– Technical communication conveys
information that is crucial to the
success of real-world tasks.
Effective Technical
Communication – It has a very specific use to the reader.
(cont’d.) – It results in decisions being made or
machinery being constructed.
– Therefore technical documents must be
highly accurate.
 9

§ Clarity
§ Equally important to technical
communication is clarity.
§ If a document such as an instruction set or
Effective Technical a report does not contain clear information,
Communication the reader cannot comprehend the writer’s
(cont’d.) intent or complete the necessary task.
§ Clear writing will prevent confusion and
give the audience direction on completion
of the task.
 10

§ Conciseness
§ Finally, technical communication must
be concise.
§ Technical writing is characterized by
Effective Technical direct language that gets right to the
Communication point.
(cont’d.) § It avoids flowery descriptions that can
obscure the meaning
§ All technical communication should
include everything the reader or listener
needs in an organized, no frills fashion.
 11

§ To be an effective technical
communicator, the writer must consider
the purpose of the document, the
Purpose, intended audience, and the context in
Audience which the writer is writing or presenting.
Analysis, and § If the audience cannot apply, or
Context understand the information presented,
then the author has failed to meet his or
her objective.
 12

§ Purpose
§ The first consideration of any technical
communicator should be the purpose of the
document or presentation.
§ Technical communication is generally designed
Purpose, to be practical and useful.
Audience § The writer must know the end goal of the
communication in order to deliver the message
Analysis, and effectively.
Context (cont’d.) § Purpose determines format.
§ Each type of document used in technical and
business writing follows a specific format.
§ Purpose also determines the type of information
that is included in the document or presentation
 § Audience Analysis
– When a project begins, a technical
communicator also must consider the
audience.

Purpose, – Who are the intended readers?

Audience – What are their individual needs?
Analysis, and – What will the audience members be
doing with the information from the
Context (cont’d.) presentation or document?
 14

§ Define the Audience

§ As a technical communicator, it is difficult to
prepare an effective document if the
audience is not clearly defined.
Purpose,
Audience § A good communicator must know who the
Analysis, and audience is
Context (cont’d.) § Will the document be read by engineers or
computer experts.
§ Knowing the audience will allow the writer
address them appropriately.
 15

§ The Technical Audience

§ When addressing a knowledgeable
audience who is very familiar with the
subject matter being discussed,
Purpose, definitions are unnecessary unless
Audience terms new to the industry are being
Analysis, and discussed.
Context (cont’d.) § Understanding the knowledge level of
the audience ensures that the
appropriate information is included in
the document or presentation.
 16

§ The Non-technical Audience

§ Sometimes a technical communicator
will have to address an audience that is
Purpose,
Audience not familiar with the subject at hand.
Analysis, and § In situations like these, the writer will
Context (cont’d.) need to take time to define and explain
issues and concepts that are not
common knowledge.
 17

§ Addressing Mixed Audiences

§ While it would be terribly convenient if the
audience was composed of people who
shared the same level of knowledge, it
seldom works out that way.
Purpose,
Audience § The best way to approach this situation is
Analysis, and to do a proper research of all potential
Context (cont’d.) audiences before commencing writing.
§ Once the writer has determined who the
majority audience is and whether there are
any significant minority audience, then
proper accommodation should be made.
 18

§ Audience Needs
§ A technical communicator also will take time to
consider the specific needs of the audience.
§ What is the information going to be used for?
Purpose,
§ What does the audience need to do with it?
Audience
Analysis, and
Context (cont’d.) • International Audiences
In today’s global economy, the technical
communicator should remember that he or she
does not write for a single culture or ethnic group.
 § Analyze readers to meet their needs; not all terms may need to
be defined.

§ Terminology that may be commonly used in a particular field

may not be common to the average user. If the average user is
not the target reader, then there will be no need to define
technical terms extensively, if at all.

Audience § Whereas, if the target reader is familiar with the term, but there
are various interpretations, then it should be defined as it
Analysis applies to the context of the document.

§ Identifying the needs of the target reader will save time when
the writing process actually begins because the writing will
focus on precisely what the reader needs in order to understand
the terms in the context of the overall document.
 20

§ To fully analyze the audience, a

checklist or worksheet can be used.
The following are a series of check list
questions:
Audience Analysis § Who is the primary audience?
Checklist § Is there a secondary audience? If so, who?
§ Was this document solicited?
§ What will the target audience do with the
document (e.g. Make a decision, perform a
task)?
 21

§ What does the target audience know about

the topic being discussed?
§ What further information will the audience
need from the document in order to use it
for the intended purpose?
Audience § What expectations will the audience have
Analysis Checklist for the document?
(cont’d.) § What does the intended audience value?
What will they seek out?
§ What biases may the audience have
toward the subject being discussed?
 22

§ What objections, if any, is the audience

likely to raise?
§ Are there any cultural considerations that
Audience may affect how the audience views this
Analysis document?
Checklist § What external factors will influence how the
(cont’d.) audience receives the information?
 § In most cases, American business letters prefer to have
the bottom line up front, that is, readers like to know what
the subject or decision is right away.

§ On the other hand, Japanese business letters typically

Writing for begin with a compliment or wish for well-being.
International
Audiences § Before sending a business letter to an international
audience, it is important to study that culture and research
their expected rhetorical strategies (the structure of
documents) for business correspondence.
 § Words have different meanings in different cultures:
§ When writing in English to an international audience, do
not use slang, euphemisms, or idioms.

Writing for
International § Idioms are words or phrases that have cultural meanings,
but the meaning of such phrases cannot be derived from
Audiences – the words themselves, such as: “She’s flying high.’’ In
Cont’d America, that phrase means she is feeling good, but a
non-native speaker may not know what is implied by
‘flying high.’
 § A writer cannot shy away from using technical terms when they
are appropriate, and yet a writer cannot assume that the reader
will know what the term means from personal knowledge or the
context of the sentence.

§ It is the writer’s responsibility to provide a clear definition of

Technical technical terms in the document.

Definitions and § Short definitions can appear in a glossary, footnote, or in the

Descriptions context of the sentence.

§ Longer definitions need to be broken out of the paragraph of

text to appear as separate paragraphs or sidebars so as to not
break up the flow of the text.
 § The reader is relying on the writer to provide accurate
information in every definition and description; additional
understanding is then gleaned from this information as the
reader gets further into the document. Thus the terms need to be
Research well researched with source cited as needed.
 Consider these suggestions when writing definitions:
§ Avoid using a technical term to define another technical term.
§ Do not repeat the term (or a variation of the term) when defining it. Instead,
rely on accurate synonyms.
§ Include information only relevant to the context in which the term is used,
even if the words have different definitions in different situations.
§ Create an analogy that has a clear connection to the topic and term being
Writing defined. The analogy should be based on a concept that the reader is already
familiar with.
Process § Use genus and differentia to define the term. Genus is the ‘family’ or class
that the term belongs to (i.e. the larger realm the term falls into). Differentia
is how the term varies from other terms in the same genus. Here is an
example of a term defined in this manner.

Example: A British Thermal Unit (BTU) is a unit of measurement (genus)

used in the United States for the heat output value for heating and cooling
systems (differentia).
 Consider these suggestions when writing descriptions:

§ Analyze the term from the perspective of someone not familiar with it by
using common journalism questions: who, what, when, how, and why. This
will prompt examination from every angle in order to accurately reflect
details about the term, beyond just the physical description.

Writing § Provide historical insight about the term, as it will help the reader find
greater understanding, without overwhelming the reader with too much
Process – information.

Cont’d § Think beyond the place and time of the writing of the description so that the
reader can see if the object will evolve or change going forward.

§ Keep the scope of the definition in relation to what the reader will find of
value when reviewing the rest of the document.
Forms of Technical Writing
 § As Mentioned earlier, technical, business and professional
Forms of writing overlap when it comes to writing responsibilities

Technical on the job. Given this inevitability of workplace writing,

shorter forms that can be classified as technical, business
Writing and professional writing will be covered here.
 § Emails are often considered an informal,
conversational type of communication.

§ However, when using emails in the workplace,

every email should be treated as a formal piece
of communication that is representative of the
Emails company.

§ With the ability to forward emails to anyone, a

writer should never assume any privacy or
exclusive audience.
 § It is not unusual for any professional to
receive 100 or more emails everyday.

Emails – § An email composed with a busy reader in

Cont’d mind increases the chances it will be read
and acted on accordingly.
 qThe following guidelines are written with busy readers in mind,
and they offer general guidance in terms of professionalism and
courtesy.

Effective qThere is more to composing an effective email than making

sure that all components are filled in
Composition
of an Email qThere are also important considerations about who to send the
email to and how to word everything from the subject line to
the concluding paragraph in the body of the message.
 qReserved for the primary audience of the email
qDo not add persons or groups to an email unless it is certain
they need the information

qMake calls, if necessary, before sending out a mail to be sure

the people in the To line are the ones who need the information.
To Line qSending email to people who do not need the information
creates unnecessary email traffic if someone responds who
should not respond, or if someone creates a fuss over receiving
the email unnecessarily.
 qReserved for secondary audiences – those who are not directly
addressed or affected, but who still have some stake in knowing
The Carbon the information contained in the mail.

Copy (cc) Line

 qReserved for those recipients to whom the sender wants to
The Blind know the email reached, but do not want other recipients to
Carbon Copy know.

(bcc) Line q No-one except for the sender and the person in the bcc line
knows this person is included in the email.
 qOften the most overlooked or dismissed part of an email. A
subject line establishes priority in an inbox. As the reader scans
over the numerous mails every day, the subject line often
determines what will be read now versus later, or maybe never
at all.

The Subject qWhen determining what to include in the subject line, the best
Line rule of thumb is to be specific; tell the reader exactly what the
email contains.

q See examples in the next slide.

 The following are some example subject lines:

Poor choice of words : To Do List

Better choice of words: Action Items for CEO visit

Poor choice of words: New Process

The Subject Better choice of words: New Hiring Process – Immediate

Line – Cont’d Implementation

Poor choice of words: Request for Information

Better choice of words: Request for Software Development

Update
 When writing the body of the email, there are a number of
things to take into consideration:

qThe main goal of every piece of writing is to reach

its intended audience, which means communicating
in the format and language familiar to the audience
instead of the format and language the writer is
Body accustomed to.

qCommunicate the purpose of the email in the first

sentence, such as: “Attached is the new expense
report, which will be used for all expenses starting
today.”
 qThe body paragraphs of an email should be formatted clearly,
just as it would be written in hard copy.

qOnline communications are often skimmed, so while details are

essential, be conscious of the length of the email, as longer
emails generally tend not to be read thoroughly.
Body – Cont’d
qTo conclude, provide readers with point of contact information,
and if possible, an alternative form of communication, such as a
telephone number.
 Should be referred to in the introduction.

- Should be supplemental to the email; however, if the attachment is

the document that is to be used, then the email body should be brief
and relied on as an introduction to the attachment, as in the following
example:

Attachments
Attached is the new hiring process document, which contains the new hiring form and
directions for using that form. This process is to be implemented for all new hires
beginning September 21, 2007. Please print or save this document for future use or
reference.
 qWhen replying only to the sender of an email, restrict
information in the reply to only that which pertains to the
subject of the email.

Replying qDo not bring up a whole new subject just because that person is
someone who might know that information.
 qOut of respect, and to minimize unnecessary email, restrict the
use of the “Reply All” button for only when the response
contains essential, additional or explanatory material to the
original email that is vital for all recipients to know.

qTo use this feature when simply saying “thank you”, “will do”
Reply All or “sounds good” creates unnecessary email traffic on a server
and clogs in-boxes with emails that have no value.

qEven when welcoming a new hire, forward a response to the

new hire alone and not the entire list.
Interoffice Memos
 qRefers to those memos that are distributed solely within a
company and not to outside customers, or partners.

Interoffice qUsed to relay company policy or other important company

related information.
Memos - qLess formal tone for interoffice memos than for other business,
Introduction such as business letters.
 qSelective audience also means writers may make assumptions
about the information they put in the memo; however, those
assumptions may cause problems for some other employees.
For instance, even in a close office setting where everyone who
Interoffice works for the company is in the same building, assuming
everyone is familiar with their surroundings, company policies
Memos – may be referred to, and even the names of personnel can cause
Introduction problems for new hires and for those who travel often.

Cont’d qWhile a writer does not want to treat readers as elementary

students, it is still important to clarify information and to
provide personal contacts in an interoffice memo.
 qAn interoffice memo can be written in hard copy or adjusted for
email distribution.

Effective qEither way it is prepared, it must meet certain expectations for

Composition of those who receive this type of correspondence.

an Interoffice qTo help meet these standards, the following guidelines explain
Memo the general conventions of writing an interoffice memo.
 qIn hard copy, this is the date the memo is actually distributed. If
the memo is composed at the end of one day, but not circulated
until the next, the date on the memo should be the circulation
date.

Date Line qIn email, the electronic system will automatically swap the date
and time the email was sent, so this line is generally not part of
the actual email memo.
 qIn hard copy, this line can be general, such as “All floor
managers”, “All night shift employees”, or “All full time
faculty”.

qAs with email, very important to determine the primary

audience of the memo.

qTo Line can be more general here because copies are made and
distributed physically, which means specific names are
generally not needed on the memo itself when referring to a
To Line group of people.

qIf the memo is being distributed to others outside of the group,

or to individuals not part of a group, it is appropriate to use
individual names.

qInclude an individual’s title in the To Line when that person is

not well known by the writer.
 qThe From Line can give a person’s name, title and department
or division.

qA direct point of contact, however, should be established as to

whom is actually responsible for the content of the memo.

From Line qIf the department is used, then a clear delineation of the
manager in that department should be included, such as:

“From: Human Resources, Ron Bloom, Director.”

 qDetermines priority, even in hard copy.
q A descriptive but brief explanation of what the memo
addresses is the best way to determine the wording of a subject
line, such as in the following examples:
New Expense Report Procedure to be Implemented by September 21, 2007

Mandatory Training Courses to be Completed by December15, 2007

Subject Line End of the Semester Checklist and Sign-Off Sheet

q The more descriptive the subject line, the more likely the
memo will be read and acted on. If the subject line is vague or
too general, as in “Expense Report Procedures”, the memo may
be dismissed.
 qThe body of a memo has an expected format and structure.
Readers expect to see an introduction, a body and a conclusion.

qThe purpose of the memo should be stated in the first sentence

(i.e. the introduction). This gives the rest of the memo context
for readers because they now know what the background or

Body details relate to. See the following example:

The end of the semester checklist given below must be completed and
signed by all instructors before checking out for summer break on May
15.
 § Details or further explanation should follow the introduction.
This should be restricted to only background or details that are
relevant to the purpose of sending out the memo in the first
Body – Cont’d place.
 qAn interoffice memo generally runs no longer than one page. A
memo that runs a full page or longer will most likely be
skimmed or not read in its entirety.

Body – Cont’d qIt is courteous to end a memo with contact information in case
readers have questions or need further information.
Business Letters
 qBusiness letters focus on relationships. They are formal
correspondences that facilitate communication within a
company or between a company and outside customers,
partners, potential clients, or other stakeholders.

qBusiness letters serve several purposes; thus they will differ

slightly in the format and style. For instance, business letters
Introduction may be written out to do any of the following:
Ø Market to a particular group of people to draw in business
Ø Relay information, such as human resources sending out
insurance information to company employees
Ø Address customers relations, which can include response
letters to a request for information or adjustment letters
replying to a complaint.
 qWhile there is a general format for business letters, there will
always be some modification needed when considering
audience and purpose.

Introduction – qBefore composing business letters, a writer should

acknowledge that any correspondence is representative of the
Cont’d writer’s company. If a letter contains mistakes, misspellings or
inaccurate information, this can be seen by the reader as a
reflection of the type of service to be expected from the
company.
 § Cover Letter
§ A letter sent with a resume, e.g.:
proposals, marketing plans, letters that
accompany a product or service
§ Generally short and introductory in
Business nature.
Letters § Complaint Letter
§ Generated by anyone who is dissatisfied
§ Adjustment Letter
§ This is a reply to a complaint letter
 q Of several types:
v Cover letters sent with a resume
v Letters that introduce longer documents,
such as proposals or marketing plans and
v Letters that accompany a product or
service
Cover Letters
q Cover letters are generally short and
introductory in nature because they are
often paired with another document or
product
 q These letters are generated by anyone who is dissatisfied with a
particular business arrangement, which can include individuals or
companies.

Complaint letters may be about the poor technical support service

provided to a customer or because of a product that was damaged
when received by a customer.

Complaint q Companies write complaint letters to other companies, such as

Letters when suppliers do not send the right type or number of products, or
if the merchandise received is of poor quality.

q No matter the situation, the desired output is generally that the

customer wants compensation, such as a replacement or a
reimbursement.
 qThis is a reply to a complaint letter and can go one of two ways:
the letter will either give the customer what he/she asked for, or
it will not.

Adjustment
Letter qAs we shall see later, there are certain ways to write good news
and bad news letters, while still maintaining a positive rapport
and hopefully the business of the customer.
 qAs with any documentation, effective business letters address a
particular audience and purpose first.
qIn other words, the first place to start any type of letter writing
is to get to know the person or group of people the letter will
be addressed to so that correspondence can be personalized.
Personalizing a letter begins with specific names. Letters that
address a person using the person’s name, for example, Ms
Gonzales, versus a generic opening, such as Dear Customer, are
Audience much more effective in grabbing reader’s attention.
qIf a letter is a part of mass mailing, then that audience should be
broken down into smaller, more manageable groups such as by
region, gender and profession. By so doing, letters can be
revised according to each of the smaller groups of people, thus
making them much more personal and on target with the
intended population.
 qDefining the purpose of the letter is the next step in addressing
the intended audience in an appropriate manner:

Is the letter intended to sell a product or service to a particular

Purpose group of people, or is it a response or adjustment letter intended
to reclaim a customer’s patronage by handling the customer’s
complaint?
 q The tone of a letter immediately and directly affects how readers feel about a
business relationship, and whether or not that relationship will continue in a
positive light or become a negative experience.

q Tone is achieved through a writer’s diction. ‘Diction’ refers to specific words a

writer uses: for example, note the difference between “This letter is meant to deal
with your complaint” and “I am writing to address the unsatisfactory service you
received”.
o First sentence: does not appear to show the reader
any concern: no one wants to be dealt with when
Tone complaining.
o Second sentence: a tone of sincere concern is
conveyed with the phrase “I am writing”, which
means the letter writer is taking it on personally.
Also, the phrase “address the unsatisfactory service
you received” tells the reader that the writer agrees
that the service was not satisfactory.
 q Business letters are formal correspondence even when parties
know each other well. Written communication is a way of
formalizing verbal contracts or other conversations; thus business
letters become written records of business relationships.

q The formality of a letter begins with how a person is addressed.

Generally, recipients should be addressed using titles such as Mr.,
Ms, Dr., or other appropriate titles. However, first names maybe
used if the two parties have known each other for an extended

Formality amount of time, and the writer is certain that the recipient would
prefer to be addressed by the first name.

q Letters should begin by using the standard: “Dear Dr. Goldstein:”

The use of “Dear” is standard and should not be dismissed.
Additionally, notice that a colon follows the last name to imply a
formal business relationship, whereas a comma after the salutation
implies a less formal and personal relationship.
 qAll women should be addressed using Ms. No distinction
should be made about whether the woman is married or not.
Because Mr. is a generic title for men and carries no marital
distinction with it, Ms offers the same respect for women and
should be used as standard. The only exception would be if a
woman specifically tells a writer to address her using Miss or
Mrs., in which case she is making the distinction herself.

Formality – qOther conventions of formality include business language

Cont’d versus conversational or slang words, such as the difference

between writing “The location of the new office is in an ideal
setting” and “The new office has an awesome view.”

Once again, formality is determined by diction, and in the case

of business letters, it is in the company’s interest to use formal
diction, which is consistent with other business standards.
 qBusinesspeople expect business documentation to conform to a
certain standard formats. Correspondence or documentation
that steps out of these common forms may be considered
suspicious or amateur, neither of which is conducive to strong
business relationships.

q With well known formats, readers know exactly where to find

Format information they want and need.

All readers have time to read every piece of information all the
way through; therefore, it is important that the following
formats are used so that readers are comfortable and know
exactly what they have in their hands.
 qAll correspondence that comes from a company should appear
on a company’s printed letterhead.

qLetterhead should include the company’s name, logo (if

applicable), address, phone, website, and email address.
Letterhead qComplete contact information is important so that readers have
several convenient options for reaching the company and the
letter writer.
 While business letter composition will vary depending on audience
and purpose, the general structure follows these five broad
guidelines:

q Introduction. The introductory paragraph tells the reader right

away what the letter is about, what is wanted, or what is needed.

q Body paragraph. Typically, there are only one or two body

paragraphs that provide readers with background information or
General details pertaining to the order of business in the letter.

Structure These paragraphs are generally short and concise, providing only
necessary information and no extraneous details.

This goes back to the idea that people in the workplace are usually
busy and do not have time to wade through details other than what
directly relates to the immediate order of business.
 qClosing paragraph. Every business letter should conclude with
a closing paragraph that relates the purpose of the letter and
provides the sender’s contact information.

qComplementary close. The letter should end with a

General complementary close, such as Sincerely, Best, Regards, or
Structure – Respectfully, followed by a comma.

Cont’d
qSignature block. After the complementary close, space down
four lines and then type the name of the sender. The four-space
block above the name is for a signature.
 qBlock Style refers to how the information is set up and typed on
the company’s letterhead.

qIn block style, aside from a company’s contact information on

Block Style the letterhead, everything is justified on the left hand side of the
page, which leaves a clean line along the left margin on the
Business page.
Letters
qThe right side is not justified, will vary in length, and is referred
to as a ‘’ragged right.’’
 q This is when the date and signature line are indented and
paragraphs are also indented five spaces with no space in between,
as shown in the sample given to you.
Both block style and modified block style are commonly used in
business, so either one is acceptable.
q If letterhead is not available or the letter comes from an individual
not part of a business, then an address block may be used in place
of the letterhead. The following is a sample address block:

Modified Block Alice Hoffman

Style Business 3245 Westwood Lane

Letters Iowa City, IO O5445

q Business letters serve several purposes; thus, the paragraph

structure will differ slightly from one type to the next. Three
different types of business letters (cover, complaint, and
adjustment) will be discussed in our next presentation.
More on Business Letters
 qA cover letter is a short correspondence that tells readers what
they have before them, such as a proposal, a product, or a
brochure for products or services.

qCover letters accompany these items so that there is no

confusion about what is being received and why the individual
has received it.
Cover Letters qCover letters haves a general format that is easy to apply to
several situations. As with all business letters, either a
letterhead or address book should appear at the top of the page
so that the reader knows who the accompanying document or
product is from.
 Cover letters should include the following three elements:

qOpening paragraph. This tells readers exactly what

accompanies the letter and why they received it.

Cover Letters qBody paragraphs. These can be used either to pitch sales for
the product or service or to provide readers with more details
– Cont’d about the document or product they received.

qClosing paragraph. This tells readers what the sender wants

them to do with the document or product and includes contact
information.
 qMany times complaints are given in person, over the phone, or
emailed in the heat of the moment, which are all-round bad
practices.

qComplaints need to be thought through and worded carefully so

that the writer will receive exactly what he or she wants in
response to the complaint.
Complaint
Letters qA complaint letter has an expected format, just like all business
letters. When the conventions for a complaint letter are not
followed, the end result may be an ignored or “misplaced’’
letter; thus, there is no resolution to the problem, because no
one wants to wade through a poorly written letter that is full of
emotion and not enough facts.
 qThe best way to ensure a complaint is heard and desired
compensation received is to follow some simple guidelines.
Complaint
Letters – qMost importantly, compose the letter after the initial anger or
Cont’d emotion about the situation has settled.
 The following is general structure for a complaint letter,

qIntroduction. In the opening paragraph of a complaint letter,

give the bottom line – say what is desired and briefly state why.

qBody paragraph(s). These should provide the background

Complaint information and pertinent details that led up to the decision
about the desired compensation or action as stated in the
Letters – opening paragraph. Background information can include

Cont’d relevant dates, associated cost, shipping details, history of

phone conversations, or a concise narrative of what happened.

qConclusion. This paragraph restates the desired outcome of the

letter and provides the sender’s contact information.
 q A complaint letter should be short – usually no more than one-page
long - and contain only relevant and important details that directly
relate to the decision about the desired compensation or action as
stated in the opening sentence. Anything longer may not be read in
its entirety or result in confusion and erroneous compensation.

Complaint q While it is understandable that the context for a complaint letter is

that a customer is displeased or angry, the language of a complaint

Letters – letter should be professional and formal, and the tone should
convey a sense of dissatisfaction, not anger or sarcasm. To word a
Cont’d letter using anger, sarcasm, or slang, may result in immediate
rejection of compensation or the customer simply being ignored.

q A company is not necessarily being addressed, but a person who

works for the company certainly is.
 qAn adjustment letter is a response to a complaint letter.

qOf two types: those with good news and those with bad news.

qA good news letter is when the message of the letter gives the

Adjustment complainant exactly or comparatively close to, what he or she

wants.
Letters
qA bad news letter is when there is some discrepancy and the
compensation requested in the complaint letter is not going to
be given for one reason or the other; thus, the writer has to
break the bad news to the reader.
 § As with other types of business letters, the same standard
conversations apply.

§ Even if the complaint letter did not follow the standards as

previously outlined and instead end up being rude, sarcastic,
Adjustment and maybe even confusing, the adjustment letter still should be
professional.
Letters –
Cont’d § As mentioned earlier, whenever a business letter leaves the
office, the piece of correspondence is representative of the
company; therefore, no personal bias, no matter the situation,
should creep into the business letter.
 qThere are times, when a company has to give bad news. This
can involve denying an employee a raise or telling a customer
there will be no compensation for a complaint.

Adjustment qBad news is never easy to relay, nor is it easy to receive.

Letters – Therefore, writers must organize bad news letters in a certain

Cont’d way. The purpose is not to conceal the bad news, but to prepare
the reader to receive the bad news, to break the news gently but
clearly, and to immediately follow up with further explanation
or evidence.
 q To break bad news, writers have to set up their reader to receive the
news by providing the relevant factual details that led up to the
decision.

q Bad news should not be stated in the opening paragraph. Instead,

place the bad news in the body of the letter, and not at the
beginning or end of a paragraph, but in the middle.
Adjustment
Letters – q In bad news letters, the introduction acknowledges the reader’s

Cont’d
request, as shown in the example below:

Dear Ms. Smith:

We appreciate your submission of the article titled “Growing Your Own

Salsa Garden” for consideration in our Spring issue of Gardens Gone Wild.
 qThe body paragraph (or paragraphs) first explains background
information relevant to the case. Then the decision is stated,
and the bad news is delivered in a professional manner. This is
immediately followed up by an explanation for the decision.

Adjustment qIt is important to use clear language to state the bad news; do
Letters – not sugar-coat or dodge the bad news by being evasive.
Cont’d
qWriters should not appear heartless or cold and state the
decision without any sense of feeling or emotion.
 q Conclusion paragraphs always end with a wish for goodwill, as
shown in the example below:

Thank you for considering Gardens Gone Wild for your freelance
submission. Please feel free to submit future pieces or rewrite the above
mentioned article and resubmit. We wish you well in your endeavors as a
freelance writer.

Adjustment
Letters – q While the reader did not get what she wanted - publication of her
article in the magazine - the reply is not harsh; it clearly tells the

Cont’d reader that the article will not be used.

It even goes as far as to extend goodwill by asking the reader to

rewrite and resubmit the article in question. If structured and
worded correctly, bad news letters can be just as understandable
and satisfying as good news letters.
End of Slides