Cristina VÂLCEA

LIMBA ENGLEZĂ

BUSINESS WRITING
- AI 3rd Year -

REPROGRAFIA UNIVERSITĂŢII “TRANSILVANIA” DIN BRAŞOV

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 CONTENTS
WHAT IS BUSINESS WRITING?................................ ................................ ........................ 4
What Does Business Writing include? ................................ ................................ ................... 4
Newsletters ................................ ................................ ................................ ..................... 5
Memos and Letters ................................ ................................ ................................ ......... 5
Power Point Presentations ................................ ................................ .............................. 6
Press Releases................................ ................................ ................................ ................. 6
Marketing Brochures, Copywriting, and Web Copy ................................ ...................... 7
Blogging ................................ ................................ ................................ ......................... 7
Resumes and Job Applications ................................ ................................ ....................... 7
GENERAL GUIDELINES FOR BUSINESS WRITING................................ ...................... 7
Writing Business Letters ................................ ................................ ................................ ........ 9
Opening lines................................ ................................ ................................ .................... 11
When 'Yours faithfully' and when 'Yours sincerely' in a business letter? ........................ 12
SAMPLE BUSINESS LETTERS ................................ ................................ .................... 17
SAMPLE 1 ................................ ................................ ................................ ................... 17
SAMPLE 2 ................................ ................................ ................................ ................... 18
SAMPLE 3 ................................ ................................ ................................ ................... 18
SAMPLE 4 ................................ ................................ ................................ ................... 19
SAMPLE 5 ................................ ................................ ................................ ................... 20
SAMPLE 6 ................................ ................................ ................................ ................... 21
SAMPLE 7 ................................ ................................ ................................ ................... 21
EXAMPLE 2 ................................ ................................ ................................ ................ 21
ASSIGNMENTS/ HOMEWORK 1 ................................ ................................ ................. 22
WRITING BUSINESS PROPOSALS ................................ ................................ ................. 23
What is a Business Proposal? ................................ ................................ ........................... 23
SAMPLE 1 ................................ ................................ ................................ ................... 24
SAMPLE 2 ................................ ................................ ................................ ................... 26
SAMPLE 3 ................................ ................................ ................................ ................... 29
SAMPLE 4 ................................ ................................ ................................ ................... 33
ASSIGNMENTS/ HOMEWORK 2 ................................ ................................ ................. 35
WRITING BUSINESS MEMOS ................................ ................................ ......................... 36
SAMPLE 1 ................................ ................................ ................................ ................... 38
SAMPLE 2 ................................ ................................ ................................ ................... 40
SAMPLE 3 ................................ ................................ ................................ ................... 43
SAMPLE 4 ................................ ................................ ................................ ................... 45
WRITING BUSINESS REPORTS ................................ ................................ ...................... 47
SAMPLE 1 ................................ ................................ ................................ ................... 49
SAMPLE 2 ................................ ................................ ................................ ................... 51
SAMPLE 3 ................................ ................................ ................................ ................... 53
ASSIGNMENTS/ HOMEWORK ................................ ................................ .................... 57
Memo of Interests (Resume Preview) ................................ ................................ .............. 57
General Description................................ ................................ ................................ ...... 57
WRITING BUSINESS RESUME................................ ................................ ........................ 60
SAMPLE 1 ................................ ................................ ................................ ................... 60
SAMPLE 2 ................................ ................................ ................................ ................... 62
ASSIGNEMENT / HOMEWORK................................ ................................ ................... 66
General Description................................ ................................ ................................ ...... 66
Project Presentation ................................ ................................ ................................ .......... 70
General Overview................................ ................................ ................................ ......... 70

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WHAT IS BUSINESS WRITING?
In today's fast-paced real world, nobody denies the importance of good business writing skills.
Writing is still one of the best methods of communication. The majority of business jobs today
require above average writing skills. Business writing has become more than a nice thing to have
- it has become a necessity. Many people find business writing to be a challenge. It's not
surprising. Business writing requires making decisions about a surprising number of factors,
consciously or unconsciously. For routine messages, it is often not a problem if you make those
decisions unconsciously. For more complex messages, however, it can become an overwhelming
problem.
Writing for a business audience is usually quite different than writing in the humanities, social
sciences, or other academic disciplines. Business writing strives to be crisp and succinct rather
than evocative or creative; it stresses specificity and accuracy. This distinction does not make
business writing superior or inferior to other styles. Rather, it reflects the unique purpose and
considerations involved when writing in a business context.
When you write a business document, you must assume that your audience has limited time in
which to read it and is likely to skim. Your readers have an interest in what you say insofar as it
affects their working world. They want to know the "bottom line": the point you are making
about a situation or problem and how they should respond.
Business writing varies from the conversational style often found in email messages to the more
formal, legalistic style found in contracts. A style between these two extremes is appropriate for
the majority of memos, emails, and letters. Writing that is too formal can alienate readers, and an
attempt to be overly casual may come across as insincere or unprofessional. In business writing,
as in all writing, you must know your audience.
In most cases, the business letter will be the first impression that you make on someone. Though
business writing has become less formal over time, you should still take great care that your
letter's content is clear and that you have proofread it carefully.

What Does Business Writing include?

A wide range of different writing jobs and formats co me under the umbrella term of business
writing, including both internal communications within the company and external
communications interfacing with the public or other organisations on behalf of the business.

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 newsletters
 memos
 letters
 proposals
 reports
 power point presentations
 press releases
 marketing brochures
 copywriting
 technical writing
 web copy
 blogging
 resumes and job applications

Newsletters

Newsletters for the company employees, clients or customers, require a journalistic style. They
should be interesting and informative; and should couch the management’s message or
promotions in entertaining and readable articles.

Memos and Letters

Memos and letters require a professional tone with clear, precise, and unambiguous language.

Proposal and Reports

Proposals and reports have strict formats which should be adhered to.

A Proposal can be as short as one page, or can run to a hundred pages, but the basic structure
comprises:

1. Introduction: explaining the background to the problem and why it needs to be solved.
2. The Proposed Solution: explaining how the problem can be solved.
3. Costs: explaining what is required financially or in terms of manpower or facilities, to
see the solution though successfully
4. Statement of Request: the specifics that the person making the proposal is requesting.

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Reports can cover many different areas, with different purposes:

 Progress Reports
 Feasibility Reports
 Research Reports

All reports will basically comprise:

1. Introduction: outlining the purpose of the report and the areas to be covered.
2. Body: including all the facts and figures with details of how the information was
gathered.
3. Conclusion: an evaluation of the information collated and presented.
4. Recommendation: a statement of what has to be done in the future on the basis of what
has been inferred from the material gathered and the conclusion.

Power Point Presentations

Power point presentations are often based on proposals and reports, employing a visual
presentation of the most striking points of the information to be imparted, combined with a
speech delivered by the presenter.

Press Releases

There are many resources offering in-depth advice on how to write a press release, but in short,
press releases adhere to a strict format:

1. Headline: an attention grabbing statement of the main point of the story.

2. 5 Ws and an H: The first paragraph should condense the whole story by telling Who
What When Where Why and How
3. Body: Expand on the story, but keep everything on one page.
4. Contact details: Don’t forget to give full details about the organization putting the story
out, and the full contact details of the person who can give journalists more information
(names, addresses, website, telephone, e-mail etc)
5. End:

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Marketing Brochures, Copywriting, and Web Copy

Marketing brochures, copywriting, and web copy all require skills in sales or promotional
writing.

Blogging

A new opportunity is available for freelance writers who may be employed as the blog “voice”
of a business person. Many companies are realising the potential of blogs for promoting their
company or their products, but they don’t have the time to write the blogs themselves. They are
therefore employing ghostwriters and giving them daily topics to write their blogs for them.

Resumes and Job Applications

Business Writing encompasses many different styles of writing, but offers many different
opportunities. The talents required are a combination or all of the following:

 An ability to write precisely and concisely

 Impeccable grammar and proofreading skills
 Organizational and analytical skills
 An ability to present ideas strategically and diplomatically
 An ability to research
 Marketing and copywriting skills
 Journalistic skills

GENERAL GUIDELINES FOR BUSINESS WRITING

_ The document achieves the writer's business objectives.
_ The writing suits the reader's knowledge, education, technical expertise, need for
concrete explanations, and need for depth of knowledge.
_ The document gives readers everything they need to be successful in achieving the
business objective, with no unnecessary information.
_ The response to a request provides what the person asked for, under the conditions
specified.
_ The document gives readers information at the specific points where they need it for
maximum understanding.

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 _ When readers have differing needs or abilities, a version of the document or sections of
the document match every reader's needs and abilities.
_ Topics are presented in the same order throughout and all the contents in each part are
linked.

The document has explicit introductions to the explanations.

_ The e-mail subject line uses words that alert the reader to the contents, required action, or
critical information in the e-mail.
_ The introduction explains everything readers need to know to be able to understand why
they are receiving the document.
_ The introduction contains actions the reader is expected to perform and critical
information the reader must remember.
_ The document includes conclusions and recommendations in a summary at the
beginning.
_ A clear statement of the contents is included at the end of the introduction.

The document has a clear framework that guides readers through the information.

_ The information is in clearly defined information blocks.

_ Each information block has an explicit opening statement.
_ Longer lists have an opening statement of the contents and explicit openings for list
items.
_ Shorter lists are broken out with numbers and bullets.
_ The document is presented in a clear visual blueprint so readers can see the organization
as they read.
_ Tables are used to organize matrix data.
_ The document ends with a conclusion that helps readers achieve the business objectives.

_ When appropriate, a feedback loop is included that reflects the importance of the content
and the reader's characteristics.
The document contains explanations that are so clear they cannot be misunderstood.
_ Problems and issues are described concretely, in detail.
_ The document states directly, unambiguously, and completely what the writer is
requesting.
_ Key terms are used consistently.
_ The writing fully explains the concept behind every new key term as the reader
encounters it.
_ Every explanation is focused.
_ The document communicates technical subjects clearly to non-technical readers.
_ Instructions and procedures are complete and concrete.

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 _ The document provides sufficient, relevant evidence for statements.

The document has clear, concise paragraphs, sentences, and words.

_ The writing is concise.
_ Clear, effective paragraphs help readers identify, understand, and remember concep ts.

_ The sentences are complete, simple, clear, and straightforward.

_ Only simple punctuation is used.
_ The document uses words every intended reader will understand.
_ The document has well-written sentences, correct usage, and clear formatting.
_ The sentences are well written, with correct usage.
_ The formatting makes the text as readable as possible.

Writing Business Letters

A business letter is the first impression that you make on your addressees. The letter is
representing not just your views but those of the business. Therefore, it is vital to grasp the
importance of writing a good business letter. When writing for business the context of the letter
should be distinctly different from academics or general letters. The central idea behind a
business letter is to obtain instant attention of the reader. Therefore clarity of thought is
exceedingly important.
Business writing varies from the conversational style often found in email messages to a familiar
co-worker, to the more formal, legalistic style fou nd in contracts. Even though business writing
is possibly less formal than it once was, your writing must still adhere to the conventions of
standard. The basic rule of business writing remains the same in all; it should be crisp and
concise well reasoned and grammatically correct.
Target Audience
In business writing, as in all writing, knowing your audience is critical. You must first analyze
your target audience carefully and determine your purpose. Then gather information, create an
outline, write a draft, and revise it. It is essential that before writing you must focus on each issue
appropriately so that your writing is simple from beginning to end. The key to writing a good
business letter is getting to the point quickly. Good business letters are br ief, crisp, to the point
and polite. They should cover one or two subjects only so that its emphasis is not lost on the
reader.

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Pronouns
The use of personal pronouns is an important aspect in letter writing. Don’t refer to yourself in
the third person ever. Avoid using the pronoun we in a business letter that is written on company
stationary, since it commits your company to what you have written. When communicating your
opinion, use I; when it is company policy use we.
Active versus Passive Voice
Clarity should be the purpose of your business writing style. One way to achieve a clear style is
to eliminate overuse of the passive voice. Although the passive voice has its uses, but using it
repeatedly only makes your writing dull, ambiguous, uninformativ e, or overly impersonal.
The writing style should be lucid so as not to be misunderstood by the reader. It should be in first
person; third person writing must be avoided unless you are quoting for a context. Active voice
will also keep the reader interested in what you are writing and help you to achieve your
objective of clarity.
Use of Terminology
Sometimes the specialized terminology or concept of the business tends to make sentences rather
abrupt or sketchy. You must understand that while it is desi rable to demonstrate your technical
knowledge in business jargon, it might be too overbearing for your reader and he might actually
lose interest in the subject on which you want his attention. The very purpose of the letter could
be lost. Hence, a fine balance must be maintained in using such terminology or concepts.
Writing with Flow
The literary value of the letter that you are writing must not be lost altogether, you cannot write
short crisp and technical sentences and yet expect to convey what you are writing about. A
certain amount of flow is required to be maintained to make the whole subject appear well
thought out and logically reasoned. Business writing should not be an endless series of short,
choppy sentences. Don't be so concise that you become dull and blunt, nor be so prolix that the
reader has to spend an eternity to understand the purpose.
Styles of Letter
There are two different styles of writing business letters.
 Full Block style
Under this style all letters are aligned to the left side. This comprises of the salutation, main body
and closing of the letter.
 Modified Block style
In this case return address, date, closing and signatures are all aligned to the middle of the page
while all else is aligned to the left.

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Types of Letter
There are various kinds of letters that you will need to write. There will be letters for
 seeking employment
 accounts recovery
 issuing legal notices
 addressing customer complaints
 sales promotion and marketing
 registering protest with suppliers for erro rs or rejections, etc.
While each type of letter has its own peculiarities, the above points are applicable to all of them.
If you are thorough in these matters you will certainly achieve the objective of writing the letter,
which is to get a positive reply or reaction as the case maybe. If this happens you can safely say
that you have written an effective letter.

Opening lines

Why do we need an opening line in a business letter or formal email?

- to make reference to previous correspondence
- to say how you found the recipient's name/address
- to say why you are writing to the recipient.

Good Opening Lines:

With reference to your letter of 8 June, I ...

I am writing to enquire about ...
After having seen your advertisement in ... , I would like ...
After having received your address from ... , I ...
I received your address from ... and would like ...
We/I recently wrote to you about ...
Thank you for your letter of 8 May.
Thank you for your letter regarding ...
Thank you for your letter/e-mail about ...
In reply to your letter of 8 May, ...

Closing lines

Why do we need a closing line in a business letter or email?

- to make a reference to a future event

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- to repeat an apology
- to offer help

Good Closing Lines:

If you require any further information, feel free to contact me.

I look forward to your reply.
I look forward to hearing from you.
I look forward to seeing you.
Please advise as necessary.
We look forward to a successful working relationship in the future.
Should you need any further information, please do not hesitate to contact me.
Once again, I apologise for any inconvenience.
We hope that we may continue to rely on your valued custom.
I would appreciate your immediate attention to this matter.

When 'Yours faithfully' and when 'Yours sincerely' in a business letter?

When the recipient's name is unknown to you:

Dear Sir ... Yours faithfully

Dear Madam ... Yours faithfully
Dear Sir or Madam ... Yours faithfully

When you know the recipient's name:

Dear Mr Hanson ... Yours sincerely

Dear Mrs Hanson ... Yours sincerely
Dear Miss Hanson ... Yours sincerely

WRITING BUSINESS LETTERS

Useful phrases

I. Salutation

 Dear Mr Brown
 Dear Ms White
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  Dear Sir
 Dear Sirs
 Dear Madam
 Dear Sir or Madam Gentlemen

II. Starting

 We are writing to inform you that ...

to confirm ...
to request ...
to enquire about ...
 I am contacting you for the following reason.
 I recently read/heard about . . . and would like to know . . .
 Having seen your advertisement in ... , I would like to ...
 I would be interested in (obtaining/receiving) ...
 I received your address from ... and would like to ...
 I am writing to tell you about ...

III. Referring to previous contact

 Thank you for your letter of March 15 ...

 Thank you for contacting us.
 In reply to your request ...
 Thank you for your letter regarding ...
 With reference to our telephone conversation yesterday ...
 Further to our meeting last week ...
 It was a pleasure meeting you in London last month.
 I enjoyed having lunch with you last week in Tokyo.
 I would just like to confirm the main points we discussed on Tuesday . .

IV. Making a request

 We would appreciate it if you would ...

 I would be grateful if you could...
 Could you please send me . . .

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  Could you possibly tell us/let us have...
 In addition, I would like to receive ...
 It would be helpful if you could send us ...
 I am interested in (obtaining/receiving...)
 I would appreciate your immediate attention to this matter.
 Please let me know what action you propose to take.

V. Offering help

 We would be happy to ...

 Would you like us to ...
 We are quite willing to ...
 Our company would be pleased to ...

VI. Giving good news

 We are pleased to announce that ...
 I am delighted to inform you that ...
 You will be pleased to learn that ...

VII. Giving bad news

 We regret to inform you that ...
 I'm afraid it would not be possible to ...
 Unfortunately we cannot/we are unable to ...
 After careful consideration we have decided (not) to ...

VIII. Complaining
 I am writing to express my dissatisfaction with ...
 I am writing to complain about ...
 Please note that the goods we ordered on
 (date) have not yet arrived.
 We regret to inform you that our order n° --- is now considerably overdue.
 I would like to query the transport charges which seem unusually high.

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IX. Apologizing
 We are sorry for the delay in replying ...
 I regret any inconvenience caused
 I would like to apologize for (the delay/the inconvenience) ...
 Once again, I apologise for any inconvenience

X. Orders

 Thank you for your quotation of ...

 We are pleased to place an order with your company for ...
 We would like to cancel our order n°...
 Please confirm receipt of our order.
 I am pleased to acknowledge receipt of your order n°...
 Your order will be processed as quickly as possible.
 It will take about (three) weeks to process your order.
 We can guarantee delivery before ...
 Unfortunately these articles are no longer available/are out of stock.

XI. Prices

 Please send us your price list.

 You will find enclosed our most recent catalogue and price list.
 Please note that our prices are subject to change without notice.
 We have pleasure in enclosing a detailed quotation.
 We can make you a firm offer of ...
 Our terms of payment are as follows :

XII. Referring to payment

 Our records show that we have not yet received payment of ...
 According to our records ...
 Please send payment as soon as possible.
 You will receive a credit note for the sum of ...

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XIII. Enclosing documents
 I am enclosing ...
 Please find enclosed ...
 You will find enclosed ...

XIV. Closing remarks

 If we can be of any further assistance, please let us know

 If I can help in any way, please do not hesitate to contact me
 If you require more information ...
 For further details ...
 Thank you for taking this into consideration
 Thank you for your help.
 We hope you are happy with this arrangement.
 We hope you can settle this matter to our satisfaction.

XV. Referring to future business

 We look forward to a successful working relationship in the future
 We would be (very) pleased to do business with your company.
 I would be happy to have an opportunity to work with your firm.

XVI. Referring to future contact

 I look forward to seeing you next week

 Looking forward to hearing from you
 " " to receiving your comments
 I look forward to meeting you on the 15th
 I would appreciate a reply at your earliest convenience.

XVII. Ending

 Sincerely, }
 Yours sincerely, } (for all customers/clients)
 Sincerely yours, }
 Regards, (for those you already know and have a working relationship with)

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SAMPLE BUSINESS LETTERS
SAMPLE 1

323 Anywhere Place

Chicago, Illinois 12345
March 12, 2006

David C. Smith
Director of Personnel
Bank of Chicago
990 Michigan Avenue
Chicago, Illinois 56789

Dear Mr. Smith:

The accompanying resume is in response to your listing in the Chicago Tribune for a security
officer.

I am especially interested in this position because my experience as a senior security professional

in the Army has prepared me for a disciplined, secure work environment and the challenges
associated with unexpected events. I'm looking forward to using this experience for enhanc ing
the security of a growing and community-conscious bank.

I would appreciate an opportunity to meet with you to discuss how my experience will best meet
your needs. My ideas on how to improve your bank's security posture may be of particular
interest to you. Therefore, I will call your office on the morning of March 17 to inquire if a
meeting can be scheduled at a convenient time.

I look forward to meeting you.

Sincerely yours,

[signature]
Joyce Jones

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SAMPLE 2

Letter of Authorization to Negotiate

TO: ______________________

This letter will authorize you to negotiate, discuss and in any other way communicate with
_______________in those areas relative to ______________________________________

This letter will further authorize ___________to act in all matters on behalf of
______________________________________

The intent of this authorization is not to be construed to limit, in any way, the power of
______________to act in our behalf, enter into agreements, or contract_________________
____________________________________in both financial areas and sales areas.

Therefore, by the existence of this instrument we hereby authorize ________________to accept

or reject agreements, to enter into contracts binding upon_____________________, and to act in
whatever way necessary so as to accomplish that which is being undertaken which may occasion
the necessity of this letter.

Date___________________________

SAMPLE 3

Requesting Information

Dreamtime Movies Universal Ltd

54 Oxford Road, Skagnes SK3 4RG
Tel: 0223 123 4567 Fax: 0223 765 4321
Email: info@dreamtimemovies.com.uk

Date

Lingua Services Galactic Ltd

69 Milk Street
LONDON SW7 6AW

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Dear Sirs

Translation Brochure

I should be grateful if you would send us your brochure and price list about your translation
services.

We are currently developing our sales literature and web sites and are interested in translating
these into five languages apart from English.

I look forward to hearing from you.

Yours faithfully
Andrea Philips

Andrea Philips
Marketing Manager

SAMPLE 4

Sending Information

Lingua Services Galactic Ltd

69 Milk Street, LONDON SW7 6AW, UK
Tel: +44 20 123 4567 Fax: +44 20 765 4321
Email: info@linguaservicesgalactic.com

Date

Ms Andrea Philips
Dreamtime Movies Universal Ltd
54 Oxford Road
Skagnes
SK3 4RG

Dear Ms Philips

Translation Services & Fees

Thank you for your letter of 22 January enquiring about our translation services.

Lingua Services Galactic offer a full range of translation services to help you in the development
of sales literature and web sites. I have pleasure in enclosing our latest brochures and price list
from which you can see that our prices are highly competitive.

I look forward to calling you in a few days.

Yours sincerely

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James Brown

James T Brown
Sales Manager

SAMPLE 5

Price Change Notice

Symphony of Sound
12 Main Street, Arrington, Tennessee, 37014
Tel: (615) 395-8765

November 21st, 20--

Alicia Hathoway
14 Sparks Rd
Arrington, Tennessee, 37014

Dear Ms. Hathoway:

Forthcoming Price Change

Season tickets for this year's symphony are going on sale next month and we wanted you to be
among the first to know.

As you probably know, rental prices have skyrocketed throughout Tennessee this year. Due to
our increase in rent at the Arrington Forum, we are finding it necessary to raise the price of our
season tickets from $228 to $275. Single viewing tickets will also be subject to a price increase.

We hope that you will consider purchasing season tickets for next year despite this change. The
Arrington Symphony has been together for 23 years, and relies on season -ticket holders to fill
25% of the seating at each event. Without your support the Arrington Symphony could b e forced
into retirement before its 25th anniversary.

To purchase tickets for the 20-- season, please visit our website at www.arringtonsymphony.net,
or call the ticket agent representative at (615) 395 -8750.

We look forward to having you in our audience again next year.

Yours truly,

Colin Fairchild

Colin Fairchild
Promotional Director

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SAMPLE 6

6123 Farrington Road

Apt. B11
Chapel Hill, NC 27514
January 11, 2005

Taylor, Inc.
694 Rockstar Lane
Durham, NC 27708

Dear Human Resources Director:

I just read an article in the News and Observer about Taylor's new computer centre just north of
Durham. I would like to apply for a position as an entry-level programmer at the centre.

I understand that Taylor produces both in-house and customer documentation. My technical
writing skills, as described in the enclosed resume, are well suited to your company. I am a
recent graduate of DeVry Institute of Technology in Atlanta with an Associate's Degree in
Computer Science. In addition to having taken a broad range of cou rses, I served as a computer
consultant at the college's computer centre where I helped train users to work with new systems.

I will be happy to meet with you at your convenience and discuss how my education and
experience match your needs. You can reach me at my home address, at (919) 233-1552, or at
krock@devry.alumni.edu.

Sincerely,

Raymond Krock

SAMPLE 7

EXAMPLE 2

6123 Farrington Road

Apt. G11
Chapel Hill, NC 27514

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 January 11, 2005

Taylor, Inc.
694 Rockstar Lane
Durham, NC 27708

Dear Ms. Jones:

I am seeking a position in your engineering department where I may use my training in computer
sciences to solve Taylor's engineering problems. I would like to be a part of the department that
developed the Internet Selection System but am unsure whether you have a current opening.

I expect to receive a Bachelor of Science degree in Engineering from North Carolina State
University in June and by that time will have completed the Computer Systems Engineering
Program. Since September 2000, I have been participating, through the University, in the
Professional Training Program at Computer Systems International in Raleigh. In the program I
was assigned to several staff sections as an apprentice. Most recently, I have been a programmer
trainee in the Engineering Department and have gained a great deal of experience in computer
applications. Details of the academic courses I have taken are included in the enclosed resume.

If there is a position open at Taylor Inc., please let me know whom I should contact for furthe r
information. I look forward to hearing from you soon. I may be reached at my office (919 -866-
4000 ext. 232) or via email (Brock@aol.com).

Sincerely,

Rebecca Brock

ASSIGNMENTS/ HOMEWORK 1
Letter of Acceptance
General Description

When you are offered a position with an organization, you may want to write an acceptance
letter that states your intention to accept the position. An acceptance letter serves several
important functions. The acceptance letter:

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  sets the tone for your own professional conduct with the organization--how will you
present yourself as a member of this organization?
 clarifies your understanding of the terms of the position --do you have any questions
about the position that you should ask before you begin?
 demonstrates your acknowledgment of your responsibilities to the organization--what are
you bringing to the organization? how will you contribute to its goals and mission?
 reiterates the terms of the job offer agreed to by both parties: starting date, work
schedule, salary, and any other specifics.

For this assignment, write an acceptance letter in which you thank the team leader (your
instructor) for the opportunity to work with the organization.

Additionally, one of the things we hope you learn in this course is that you should be aware of
what your communication practices do and what the implications of your words are. Preferably,
your communication will represent what is appropriate to the situation.

WRITING BUSINESS PROPOSALS

What is a Business Proposal?

A business proposal is an unsolicited or solicited bid for business. There are two types of
business proposal that can help you gain more business to grow your company.
Solicited Business Proposal: A corporation or government body is seeking a business to fulfill a
project or complete a task and thereby, allows companies to bid for the project. An open bid is
placed on the market with other companies competing for an interview spot. The winning
candidate is offered the project.
Unsolicited Business Proposal: At some point, your small business may want to do business with
a larger company or forge a joint venture. A well-written business proposal can win the hearts
and minds of your target audience.
If you need to write a business proposal to win a bid, you will need to know the key winning
elements of a successful proposal. Make sure your proposal stands out in the stack of competitor
proposals by including the following 5 elements:
5 Key Elements of Winning Business Proposals

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1. Solutions: After you have written a lead paragraph on the company's needs and problems,
follow up with a solid presentation of how your business can provide solutions. The key here is
to promise solutions you can deliver.
2. Benefits: All winning business proposals, clearly outline for the company the benefits to be
gained from doing business with you. If your small business can offer complete confidentiality
and meet tight deadlines state it in your benefits section.
3. Credibility: This is often the overlooked portion of a business proposal but all winning
proposals glow with credibility. If you have worked with clients in the same field or have an
award-winning business, then third-party endorsements will build credibility.
4. Samples: A business proposal with samples and evidence of your ability to deliver is vital to
gaining the winning bid. A small sample of your work can show your ability to do the job.
5. Targeted: A winning business proposal is all about communication. Speak in a language
spoken by your intended audience. If the proposal evaluators are from an engineering
background or financial department use the appropriate jargon.
Ultimately, the best business proposal is none. When your company is well-positioned and
unique in the marketplace then it is only you who can meet the needs of the company requesting
the bids. If a retail craft chain is looking for a web design firm and your company specializes in
web creation for the crafts industry you might be able to circumvent the proposal process.

SAMPLE 1

911-400 rue de l'Inspecteur

Montreal, QC, Canada

August 11, 2009

Dear Business Colleague:

As a professional writer and consultant with an M.B.A., I have written numerous business
proposals for various clients over the years.

I am writing this letter because I know that quite a few business people and/or professionals like
you are looking for help with writing that all -critical "business proposal". What I'm talking about

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here is the comprehensive business proposal designed to convince the requesting company or
government agency that they should hire you and/or your company to do the project for them.

In case you don't know, I am quite well-known on the Internet for developing business writing
toolkits that provide fully-formatted real-life templates that people can download straight onto
their computer and work with immediately. These letter-writing toolkits have become quite
popular because they give people immediate access to quality letters that they can use instantly.

Because that formula works so well, I have decided to also apply this very same "real-life
template" model to business proposals. I have therefore decided to release a limited number of
copies of some of the more exemplary business proposals that I have developed for various
clients over the past few years.

These are real-life fully-formatted business proposals, written for actual real -life clients. The
only difference between what I am releasing to you and the real thing, is that I have "de -
identified" the proposals by changing key identifying information such as: name s, numbers, and
brand/model specifications to protect the confidentiality of the original client.

Otherwise, with these business proposals you get the real deal. That's right, you get an entire
real-life business proposal just as it was developed and subm itted to companies or government
agencies seeking qualified firms to undertake their project for them. I know I'd rather see exactly
how an experienced professional wrote it rather than having to fill -in-the-blanks from scratch
using one of those generic templates. Wouldn't you?

So, if you're tired of trying to do the guesswork of hassling with generic fill -in-the-blank
templates and you want to work from the real thing, these real -life business proposals will no
doubt be valuable to you.

I'm releasing these reports one-at-a-time as I get the time to de-identify them. To take a look at
what is available so far, just scroll down below this letter for a brief summary and an access link.

Good luck developing your business proposal!

Sincerely,

Shaun Fawcett, M.B.A.

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SAMPLE 2

Date: September 22, 2001

To: Rob Hoskins
From: Mary Riggs
Subject: Proposal to investigate course communication.

Summary
This is a proposal to investigate the communication practices for the Music 302 course offered at
the Southwest University. It will look at the communication practices already in place and try to
offer improvements that benefit both the students and the professors. At this moment, the
communication practices are not effective for the students' needs. I am a student within the
course this semester and have first hand knowledge of the troubles that are occurring due to a
lack of communication between the faculty and the students. Within this proposal are sections
discussing the problem statement, introduction and background, project methods, and the project
timeline and goals.

Problem Statement
The purpose of the project is to provide suggestions in order to promote better communication
between the students and the teaching faculty for the Music 302 course. The suggestions will
hopefully be applicable to other courses as well.

Introduction and Background

As of right now, the Music 302 course does not have permanent communication practices in
place. As a student in the course, I have first hand knowledge that the course needs to apply one
form or another of a type of communication medium. The class has had a slow start in
effectively communicating assignments and other important information to the students. One
required text for the course arrived late to the bookstore and the second text is not yet completed
at the print and copy shop. Assignments are either announced in class or posted on a piece of
paper that is in a consistently locked room. This makes it hard for the students to stay updated
and on task.
By starting an investigation into why these communication methods are used, this will allow for
a better understanding for what can be improved. Music 302 offers three main areas of focus:
production, engineering, and law, for recording studio production. Each area has a different

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instructor, but there is one head instructor. The head instructor is constantly busy, and as a result
it is difficult to be in contact with him. One consequence of this was that the instructor for the
law portion did not show up to class on the date assigned. The students came to class and waited
for a half hour or more for the teacher to arrive. Also, the information from the printed text,
which is still not finished, was on the first quiz. If a student missed a class, the only way they
could receive the missing information was to contact another student.
The project will allow for an interview with the head instructor to alleviate any problems or
difficulties involved with establishing communication practices. Also, the students will have an
opportunity to share what they feel would best help the situation; what they consider effective
communication.
Once the reasons behind the lack of communication practices are known, then the next task will
be to make recommendations for methods that would work for the course, but also what would
be beneficial to the students as well as the faculty.

Project Methods
The initial investigation to figure out the already implemented communication practices will be
done first hand. I am a student in the course, and I am able to witness what the faculty is doing to
communicate with the class.
The second part of the investigation will require two separate tasks. The first task is to set up an
interview with the head instructor. In this interview I will ask the instructor about the reasons for
the chosen communication. Are there limitations to what the faculty can do? Are there any other
circumstances that the students are not aware of that constricts the choices that faculty has in
order to communicate better? These and other questions will be asked in order to have a full
understanding of the present situation. Once those questions are done, I will ask a different set of
questions in order to find out what can be done by the faculty to improve the communication. Is
there an inside or outside resource that the faculty can utilize? Do the faculty have any skills that
can be applied towards the communication for the course? Once I know what the faculty can and
cannot do, I can move on to the student inquiry.
The students are the second half of the investigation. After the interview, I will know more about
why the present communication practices are being used. Then I will make up a survey to give
during a class period for the students to fill out. This survey will focus on the different
communication methods that are used now, and also about the methods that could be. I will ask
the students for their opinion about what methods will best help their needs.

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As soon as I have information from both the students and the faculty, then I will be able to
determine what will best suit the overall course. Taking into consideration the kinds of material
being used, the subjects, and the goals for the course is also a part of the final recommendations.
I have knowledge of communication practices that have worked for similar courses. As a media
arts student, the majority of courses I take involve learning how to communicate to an audience
your desired effects or goals. I have learned that if one wants the audience to understand what
you are trying to say, the appropriate measures must be taken. For this course, if the main
problem is the students are not being informed of assignments, then the most appropriate format
should be adopted. One format that has worked well with multiple types of courses is a class web
page. There are many different options for web pages, and by looking at specific needs, the page
can be made to fit those needs. The most basic example would be a class calendar for important
dates. So far in the course, the only dates provided were posted on a piece of paper in a locked
room, and it only managed to stay up for a week and a half. Of course, I will need to wait until
after the investigations are completed, and all applicable information is known before making
any recommendation.

Project Goals and Timeline

The goal for this project is to better improve the communication practices for Music 302. This
will enable both the students and the faculty to have a more thorough understanding of the
material. At the end of the project, a report on the recommendations for improvements will be
made, and even if they are not implemented, there will still be information that can be used in the
future. The instructors for the course will know what better suites their students. Also, I will
learn more about how communication in the professional world is applied. This is the reason
why I am asking about the reasons for the present communication practices. There may be
sincere complications behind using one form of communication from another, and it is important
to understand this before making recommendations.
In order to make sure the investigation and the report is completed on time; the following
timeline will be used.
Draft and Finalize Proposal -----------------------
Contact Mr. Haskell ----------
Conduct Interview --------------------
Progress Report ----------
Draft and Finalize Survey -------
Conduct Survey ----

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Finish Investigation ----
Draft Recommendation Report -----------
Finalize and Submit Report ---------------------------- -

Conclusion
I believe that this project will provide the necessary information to improve communication for
the Music 302 course. Whether the recommendations are applied or not, the information will still
be available. Also, if the schedule of the head instructor is so busy that it is keeping him from
improving the course communication, this project will be able to help him as well. The students
should not suffer for the schedule conflicts of a faculty member, but hopefully this project will
offer solutions for the students' obstacles.

References
Music 302 Students
Music 302's Head Instructor, Mr. Hoskins

SAMPLE 3

Date: September 26, 2001

To: Center Team Leader and Interns
From: Samantha Stevens, Agnes Moore, and Valerie Peron
Subject: Proposal to create, organize, and present a visual merchandising promotion concept for
the months of January and October for the U of A bookstore.

Problem statements:
The purpose of this proposal is to demonstrate the Bookstore's need for a more effective visual
merchandising concept. In order to address the problem of unsuccessful display results in the
Bookstore, this project will explore:
 Traffic patterns within the store's floor layout
 Sales trends in relation to monthly promotional displays
 Existing set up and reasons for its incompetence

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This project will serve pressing promotional needs as well set a standard for future success in the
visual merchandising realm at the University of Arizona. An enormous financial investment has
been placed into the construction of the new U of A Bookstore. The U of A Bookstore is taking
its operation into a new direction by greatly expanding its square footage as well as its featured
merchandise. The U of A Bookstore is now carrying not only required textbooks for offered
courses and a few T-shirts and pencils, but instead is offering a huge range of merchandise from
clothing to CD's. On its upper floor, the U of A Bookstore is beginning to look much more like a
Barnes & Noble than a typical campus bookstore.
The new U of A Bookstore will be carrying over 15 different types of backpacks, shirts, shorts,
hats, notebooks, journals, CD's, software, a wide assortment of art supplies, recreational reading,
and much more. This vast amount of new merchandise requires an entirely different approach
regarding sales and promotion. The U of A Bookstore needs to compete on an entirely new level.
The factor that will make a student stay and shop at the U of A Bookstore after purchasing his or
her required texts is a strong visual merchandising concept. This concept of visual promotion is
also what is going to encourage customers outside of the University to want to shop there as
well. In order to turn this large investment into real profits for the University, the U of A
Bookstore needs to put its best face forward and establish an effective plan for its visual
merchandising concept. This project will help the U of A Bookstore accomplish this by
employing visual merchandising and display techniques while offering an outside perspective.
Introduction/Background:
Display or visual merchandising is "showing" merchandise and concepts at their very best, with
the end purpose of making a sale. A successful visual merchandising concept for the U of A
Bookstore will sell merchandise by showing, promoting, and encouraging the shopper to enter
the store. Additionally, an efficient concept will enhance the store's visual image while
entertaining customers throughout their shopping experience. Introducing and explaining new
products in display also helps to educate customers by answering questions about how certain
products are used. Careful considerations are given to colour, texture, line, composition, balance,
proportion, and rhythm. The meticulous combination of these elements creates an effective
display.

This project aims to facilitate the promotional needs of the new U of A Bookstore and create a
renewed interest among the student population. By displaying merchandise in a creative,
imaginative, and engaging manner, this project will attract new as well as old customers into the
store. Currently, the visual merchandising concept for the bookstore is virtually nonexistent.

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Displays are misplaced, out of customer sight lines, and disorganized. No certain products or
storewide events are given special promotional attention. The development process for this
project will include time for research, development, and planning for placement and
construction. In order to explore effective visual merchandising methods, research of successful
retail displays outside of campus will also be a part of the development process. This research
will be helpful in enhancing the U of A Bookstore's image to customers outside of the University
circuit in addition to its existing student customers.
Throughout the month of October and during the first weeks of November, we will develop the
visual merchandising concepts for the months of January and October for the year 2002.
Methods:
Research on this subject can be divided into three foci:
" Sources of promotional success
" Visual merchandising in relation to planning, placement, and resources
" Application of basic design elements in creating visual merchandising presentations
To determine sources of display success, this project will focus on related merchandise
promotional, and institutional displays. In a related merchandise display, separates, accessories,
or other items that "go together" are displayed because they are meant to be used together,
because they are the same colour, or because they share an idea or theme. Because the month of
January is celebrated on campus as "Jazz Month," we will be doing a combination of related
merchandise and promotional display. The promotional display advances or emphasizes a
particular concept, trend, or item. A theme will be developed for advertising the Jazz Month
event. A jazz show will be held on a certain date in the U of A Bookstore basement, so the
display will be announcing this event while displaying jazz related merchandise such as books
on jazz and CD's. For the month of October, a holiday promotion will be implemented. All
related Halloween merchandise will be incorporated into a display.
This project will also incorporate researched methods involving the following:
 Color psychology
 Texture
 Line
 Composition
 Balance
 Dominance
 Proportion
 Rhythm

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When discussing colour psychology, it is important to understand the theories that have been
supported concerning the effects of colour on people and their moods while shopping. Because
colour can create a specific mood for a display, it is an important consideration in any visual
promotion. The marketplace for the U of A Bookstore is vast and global. Because of this, there
are obviously cultural and regional differences in colour preference that must be taken into
careful deliberation. Texture is another very important aspect of colour. The surface treatment of
an object can affect the colour of the merchandise and must therefore be carefully considered.
Textures can also be suggestive to explain the merchandise in terms of surrounding materials.
Line can be considered second in importance to colour and texture in creating a response to the
merchandise in display. A line can be horizontal, vertical, curved, or diagonal, and methods in
which these lines are used and combined determine the success of the merchandise presentation.
Composition can be defined as the organization or grouping of different elements in order to
achieve a unified whole. The arrangement of these lines, shapes, forms, and colours into a whole
allows a particular message to be conveyed. Balance, proportion and rhythm involve the creation
of a pleasing relationship between the parts of the composition. Proportion involves the
relationship of the size, scale and weight of the elements within the composition. Rhythm can be
defined as a self-contained movement form element to element, from side to side, and from
background to foreground.
Timeline and Goals:
The result of this project will be the creation of a visual display concept to remedy the situation
of inadequate promotion. The project will be completed according to the following schedule:
Initial research complete: October 16, 2001
Research and material selection complete: November 1, 2001
Report draft complete: November 20

Conclusion/Recommendations:
The presentation of this project will occur in the form of a portfolio with visualization of the
merchandise featured, signage, graphic, props, forms, and accent pieces. We will also be using
an online Power Point demonstration using digital photographs of the U of A Bookstore's
existing set up. At this point in time, research indicates that the main problems involve a lack of
display within the bookstore, misplaced and unpersuasive presentation of merchandise, and
disorganization. The demonstration will make recommendations for the U of A Bookstore's
future visual merchandising processes based on research and professional observations, and will

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present a portfolio of projected visual concepts for the months of January and October in the year
2002.

SAMPLE 4
Date: September 26, 2001
To: Nellie Aimes, Owner, Generic Maternity Boutique
From: Sarah Fandango, Claire Seymour, and Clarisse Nixon
Subject: Proposal to design a target customer follow up sheet for Generic Maternity Boutique

Purpose:

This proposal is a recommendation to Generic Maternity Boutique to implement a customer

follow up sheet in order to benefit both the company and its customers. Moreover, we propose to
select the Profcomm team to research and design the most effective template.

Summary:

We suggest to construct a customer follow up sheet in order to attain superb customer service
while simultaneously providing Generic Maternity Boutique with a tool to achieve a productive
and efficient business operation. In order to provide Generic Maternity Boutique with the
resources to make valuable customer information available, our team will:

 Work in collaboration with Nellie Aimes, the owner, to provide a template that will work
most efficiently for this particular business
 Research outside businesses customer follow up sheets to explore different designs and
thus create an effective template
 Explore and present how a customer follow up sheet will benefit Generic Maternity
Boutique

Introduction and Background:

Currently, entrepreneurs and small business are part of a c ompetitive market. The competition
that e-commerce brings to the industry forces stores to go above and beyond with personal, one -
on-one interactions. Due to the competitive market, a retail store needs to define how it will
establish a loyal customer foundation. In Generic Maternity Boutique's case, the target
consumers are expecting mothers. We believe that the most efficient way to make its customers

33
feel important and to keep them coming back is to implement a customer follow up sheet. This
team has the credentials, knowledge and experience to create a perfect template for this store. All
members of the team are Retail majors and have had experience in the retail field. In particular,
Sarah has had two years of work experience within Generic Maternity Bo utique. During this
time, she recognized the need for a formatted tool that would offer Generic Maternity Boutique's
customers exceptional service. Additionally, it would provide Generic Maternity Boutique with
an organized means of doing so. A customer fo llow up sheet would allow an employee to look
up information about the customer's previous shopping experience, what merchandise they are
interested in, and to gather information about the customer. Generic Maternity Boutique's goal is
to create a simple and efficient tool to utilize and ensure that its customers feel valued. A follow
up sheet will not only provide an easy shopping experience for its customers, but it will also
benefit the store. It will enable Generic Maternity Boutique to contact its cust omers about sales
and promotions going on within the store.

Research and Design:

With the collaboration of the Profcomm Project team, the owner of Generic Maternity Boutique,
and the employees of the store, we will begin gathering information about the st ore by spending
time observing customers and again obtaining information from the employees. By direct
observation we will be able to analyze and apply the most efficient template for such a unique
store. Additionally, the Profcomm team will research past and existing formatted customer
follow up sheets, in order to understand and implement the most effective form.

The template will include personal information such as:

 Name
 Phone Number
 Address
 Due Date
 Sex of the Baby
 Birthday of Mother
 Past Purchases
 Back Orders

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Timeline:

DATE - OBJECTIVE
Tuesday October 2, 2001 - Designating Team Member Responsibilities
Tuesday October 9, 2001 - Submit proposal
Thursday October 11- 15, 2001 - Conduct Research
November 5, 2001 - Present final product

Conclusions/Recommendations:

The team will present the final product and the customer follow up sheet to Nellie Aimes in a
scheduled meeting. With this document, Generic Maternity Boutique will have the ability to
promote customer loyalty as well as a reputation of having superb customer service. As a result,
Generic Maternity Boutique will become more profitable in the competitive retail industry once
word of mouth advertisement begins. Generic Maternity Boutique will not only expand
externally, but will increase internally, along with its profits.

ASSIGNMENTS/ HOMEWORK 2

Letter of Inquiry to Potential Research Contact

General Description

A letter of inquiry may be useful in a variety of situations. You might write a letter of inquiry to

 ask about job opportunities,

 request information about a product or service, and
 find out about available grants.

In a letter of inquiry, you should

 introduce and identify yourself and the context you are writing from,
 state your reason for contacting the addressee,
 briefly outline what kind of information you are requesting,
 suggest possible delivery methods for that information,
 thank the addressee for his or her time.
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When you suggest ways for your addressee to respond to your inquiry, consider your needs as
well as what will be feasible for her or him. For example, would you like for the addressee to
send you information in the mail? Do you plan to follow up on your letter with a phone call to
arrange an interview? Would you like the addressee to call you?

Before writing a letter of inquiry, research the organization--find out some of the basic
information about its mission and how it functions. If possible, research the person you are
contacting--what is his/her title? What are his/her responsibilities? In your letter, show your
interest in this organization by demonstrating your knowledge of its goals and structure.

Remember that a letter of inquiry is a request--as you are writing, consider what you are asking
the addressee to do and what kind of tone is appropriate for m aking this request.

For this assignment, you will be writing a letter of inquiry to a potential research contact for your
proposal and project for the course. As you begin considering the project that you would like to
complete for this course, you will need to do some preliminary research to investigate ideas for
how you want to focus. As you consider your project, you might want to think about how to
incorporate your own field of study or work into that project. In this case, you may want to
contact someone from your field as a research contact.

WRITING BUSINESS MEMOS

Date: September 1, 2000

To: Center Interns
From: Center Team Leader
Subject: Standard Format for Memos

In this sample, I have outlined the basic format requirements for a standard memo. You may be
familiar with the memo templates that many word processing packages offer. You will notice
that there are several variations on the basic format, but the required elements are the same. In
any memo, you should include

 date;

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  name or position of the people to whom the memo is being sent (if there are multiple
recipients, list the names in alphabetical order according to last name; you can also
include a "CC" line below the "To" line and list the names of your secondary audience --
that is, people who may be interested in the memo but are not directly responsible for
responding to it);
 name or position of the sender (often, the sender will write her/his initia ls next to her
name on the memo-this acts as a signal that the sender has verified and appr oved the
memo content);
 subject line;
 body text.

The Use of Margins

The margins for a typical memo are a 1.5 inch left margin, 1 inch right margin, and 1 inch
margin at the top and bottom of the paper. You can adjust these margins slightly to make your
memo fit on one page, or to space the information so that page breaks do not happen at awkward
places--for example, when you are at the end of a paragraph and only three or four words flow
over to the next page. All paragraphs and headings should be lined up with the left margin.

How to Use Single, Double, and Triple Spacing

Text spacing is an important navigational tool in a memo. Some conventions ask you to double
space between the date, to/from, and subject lines and between each paragraph, others (suc h as
those for this site) use single spacing in the block. Triple space before each heading within the
body of the memo. Do not double space the body text of your memo.

Using Headings

If your memo is more than two or three paragraphs, including headings can be helpful for your
reader-be sure to use headings that capture the key topic of that section and capitalize each major
word of the heading. Bolding or underlining the heading will help the visual design of your
memo.

Closing

Provide some conclusion to your memos with an invitation for further discussion or feedback, or
with contact information. While you do not use a closing salutation for a memo, as you do with a

37
letter, providing contact information and a conclusion indicates that you are engaging y our
reader rather than talking at them.

SAMPLE 1

MEMO OF INTEREST

Date: January 25, 2001

To: Center Team Leader and Interns
From: Caryn Mendez
Subject: Request for Personal Information

Education

I graduated from high school in June of 1997. Since then , I have attended The University of
Arizona full time, and will be graduating this coming May. My major is Communication, and my
minor is Family Studies.

Interests

My professional interests are mainly in the field of communication as well as the field of f amily
therapy. I have learned many diverse theories in my classes about the ways in which people send
and receive messages, either verbally or nonverbally, and would like to further research and
analyze the many aspects of communication. I also have a special interest in communication
between family members, especially when dealing with conflict management. I believe that there
are special processes, influences, and goals within the culture of a family that affect what is said
and the manner in which they are said (or expressed), and I am fascinated with this idea and
eager to observe and research family communication.

While my ultimate goal is to become a family and marriage therapist, I do have some outside
interests as well. Namely, I have a curiosity with weather phenomenon and enjoy browsing the
internet looking for weather images produced by the latest technology. I include this information
because I would like to involve meteorology in my major project in case I am unable to develop
a suitable project on communication or family therapy.

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How My Field Communicates

Most communication in my chosen field is face to face (as in a therapy session), or written (as in
research). However, many aspects of communication still occur within those two contexts. For
example, in a therapy setting, communication is both verbal and nonverbal (body language
speaks volumes about feelings and conflict!); and in research, the most common form of
communication is written.

I am not certain about how the meteorology field communicates. My interest in this field is a
little superficial, so I do not know specifics about members of this profession communicate with
others. However, I am familiar with how they communicate with the public since I am a frequent
browser of weather related web pages and a regular viewer of weather news on television. An
example of this communication would be the use of color and the clarity of maps in weather
updates. Work Experience My work experience is mostly in the area of customer service and
secretarial work. I worked as a shift supervisor for a retail store for two years while in high
school. My duties included supervision of associates, cashier, merchandising, customer service
(answering questions, etc.), preparation of bank deposits, paperwork, inventory, and writing
memos to the corporate office. Currently, I am working as an administrative assistant for the
Department of Molecular and Cellular Biology. I started there as a student worker two years ago,
and was recently promoted to my current staff position. My duties include customer service
(focused on students and faculty), maintaining department documents, shipping and receiving
packages, scheduling conference rooms, mail disbursement, and supervision of student workers.

I am also currently participating in an independent study with a professor with the

Communication Department, which is allowing me to gain real -world experience in social
science research. I am working on two research studies for which I do data entry, coding, and
background research for literature reviews. I think this is the most important aspect of my
experience because it relates to the field I plan to enter upon graduation and because it is an area
in which I have a great interest.

Skills

I have a fairly wide range of job skills and people skills. On the technical side, I am proficient on
MS Word and Works, and can work on both PC and Mac platforms. I can utilize fax machines
and copy machines, and I am also familiar with their maintenance. My people skills include

39
patience, conflict management, leadership abilities, and group work experience. Additionally, I
pay special attention to detail, and I am a fast learner.

SAMPLE 2

MEMO OF INTEREST

Date: January 29, 2001

To: Centre Team Leader and Interns
From: Erin Roepcke
Subject: Request for Personal Information

I am writing this memo to provide you some personal information about myself as you
requested. I have attached some of the information you requested in list form to this memo. The
lists include:

 Interests, skills, experience, activities

 Education
 Accomplishments

I have one broad goal for this internship, and it is to be better prepared for my career in
elementary education (teaching), which I will begin next fall. Beyond that, my career goals are to
get my Masters Degree in Education and to continue to foster an excitement for learning in
young people and an environment where children feel safe both physically and emotionally to
grow, learn and express their thoughts and feelings.

The classroom practicum I recently finished and the in which I am currently involved will help
me to meet this goal by giving my practical experience n the field. My educational background
prepares me for the developmental tasks my students will be dealing with. This will help me to
gear activities to challenge them. My degree in Family Studies and Human Development also
has prepared me with an understanding of the interconnectedness of issues within a family or
community. This will especially be helpful during the next two years when I will be teaching in
urban Washington D.C. in an under-resourced elementary school. These same skills in
interpersonal relationships and counselling that I have acquired in my degree program will also
help me in my relations with my co-workers and superiors by employing my counselling skills to
diffuse situations and help with personal and professional problem solving.

40
Professional communication among teachers generally regards their students, or situations in
their school or community. At many schools there is also a fair amount of personal
communication among teachers.

The tools they use for both personal and professional communications vary according to the
resources available. At La Cima Middle School, teachers do most of their professional
communication via email and voicemail. This is because every classroom has both a phone and
networked computer and every teacher has a voicemail account. Conversely, at A.J. Mitchell
Elementary School, all communication among teachers takes place through face -to-face
interactions or through handwritten notes. This is because there are no phones in classroom, no
teacher voicemail and the classrooms that have computers are not connected to the internet or
even an internal network.

Interests, Skills, Experience, Activities

Interests: elementary education, children, community, education, music, building self -esteem in
children and a sense of community.

Skills: excellent public speaker, communicate well with children and adolescents, patient,
organized, trusting, honest, hard-working, thorough, problem-solver, nurturing, exceptional
writing skills, direct, open-minded, flexible, self-motivated, responsible, collaborative,
empathetic, recently completed coursework in counselling.

Experience:

CLASSROOM PRACTICUM: responsibilities include giving instruction, preparing lessons,

monitoring group work, working one-on-one with students, grading, collaborating with other
teachers and staff. Nogales, Arizona, AJ Mitchell Elementary School (August 2000 - May 2001):
fourth grade classroom teacher¹s aide.
Tucson, Arizona, La Cima Middle School (January 2001- May 2001): eighth grade history
classroom teacher¹s aide.

RESPITE CARE PROVIDER (1997-2000): care for developmentally disabled children and their
families; required certification in CPR and First Aid as well as a government background check
and certification by the Division of Development Disabilities and the Department of Economic
Security.

41
CAMP COUNSELOR, Northern Arizona University Music Camp (Summers 1997, 1998, 1999):
responsibilities included residence life tasks such as monitoring campers¹ behavior outside
classes, planning activities, helping develop skills for classes and academic tasks such as
working with teachers to prepare and execute lessons.

PAXIS INSTITUTE (1999): worked with staff in development of programs to increase self-
esteem and decrease substance abuse among young people.

ASSISTANT MANAGER COFFEE SHOP (2000): worked with staff to create a fun work
environment, completed ordering and scheduling responsibilities.

Activities:
CHILD CARE PROVIDER (1996-present): Supervise children ages 3 months to 16 years for
periods from 1 hour to 2 weeks. Responsibilities include conflict resolution, homework
supervision, and day-to-day tasks such as transporting children and cleaning.
EVENTS COORDINATOR, PRIDE ALLIANCE (1999): Planned and implemented events
including dances, Coming Out Week, coordinating campus and other community events.
PRESIDENT, HALL GOVERNMENT (1998-1999): Led weekly executive and general body
meetings. Worked with executive board to plan and implement activities and events for the Hall,
including but not limited to home game barbeques, and dinner-and-a-movie night. Also managed
requests for additional supplies and for residents and coordinated with other area residence halls
for events planning.
SECRETARY, HALL GOVERNMENT (1997-1998): Took minutes for weekly executive and
general body meetings. Worked with executive board to plan and implement activities and
events for the Hall, including but not limited to h ome game barbeques, and dinner-and-a-movie
night.
EMPLOYMENT (1997-present):

Education

Bachelors Degree, Family Studies and Human Development conferred May 2001.

Relevant Coursework:
Education, Presentation and Planning: Classroom Practicum (135 hours ea ch) A.J. Mitchell
Elementary School, La Cima Middle School, Program Planning and Evaluation, Professional
Presentation Techniques.

42
Counselling: Basic Skills in Counselling
Development: Infancy and Early Childhood Development, Adolescence, Advanced Human
Development (focusing on the development and issues of school-aged children), Juvenile
Delinquency.
Interpersonal Relations: Advanced Family Relations, Problems in Human Development and
Interpersonal Relationships.

Accomplishments

 Bachelors Degree, Family Studies and Human Development, May 2001.

 Finishing four years after I started despite taking a semester off and changing majors.
 Led class on the fourth grade field trip for Day of the Dead.
 Maintenance of a long distance relationship for two years.
 Acceptance to Teach for America in earliest application process.
 First heterosexual to sit on the executive board of ASUA BGALA, now Pride Alliance.
 Spoke at Tucson¹s Candlelight AIDS Memorial Vigil 2000 asked because a result of my
involvement with AIDS Education and Awareness.
 Organized Coming Out Week Kick-Off Drag Show and information booths as well as
Finale Dance on the Mall 2000.
 Graduated from Green Fields Country Day School, Tucson, Arizona (1997).
 Organized and implemented Green Fields Country Day School Orientation 1996 for
faculty, staff, returning and new students.

SAMPLE 3

Date: June 12, 2001

To: Danika Brown
From: Rebecca Snow
Re: Proposal Recommendations

I have read and reviewed your proposal to complete a web based resource analysing Tucson’s
Living Wage Campaign. You indicate that your purpose for the project will be to “create
awareness, provide resources, and suggest actions” regarding this issue. Based on the
background you provide in the proposal, I believe the project will be a us eful and informative

43
analysis. At this time, I would like to make some recommendations for your consideration as you
finalize this proposal for submission.

Scope

You have identified a clear subject for your research, the Tucson Living Wage Campaign;
however, you also indicate that you will place this campaign within a national “context,
reviewing the history of other campaigns.” While that national context would be highly relevant
and useful, any extensive research and write up of the national context may b e beyond the scope
of this particular project. Your proposal makes the promise that your final project will include
that in depth national research. You might consider qualifying that research as a brief review or a
bibliography for additional research.

Audience

Your proposal indicates that you will publish the final write up of your project as a web page of
analysis and resources on this issue. By making the web page the “general resource” you have
proposed, you have not really identified a specific audience. You might consider focusing a bit
more on a particular audience. For example, you might consider your audience to be primarily
people who do not make a living wage, providing them with important information about what is
going on in the community that concerns them and how they might get involved. This would not
limit others from learning about the issue from your project, but would focus your pages a bit
more clearly so you will be able to make choices about tone, content, and emphasis. You might
choose a different primary audience from what I have suggested here, but I would recommend
that you do identify a primary audience for the information and analysis you will be doing.

Resources

You have an impressive list of research materials and local contacts for the project. One resource
that you might consult as you work on the proposal and project would be the Primavera
Foundation, as I believe they are working on a related campaign on the conditions of day
labourers in Tucson. If you need their contact information, please let me know and I will give
you that information.

I am looking forward to seeing your presentation of the final project. If any of the suggestions I
have made here are not clear or would like to talk about your project further, please let me know
in class, or by email at rsnow@email.com.
44
SAMPLE 4

Date: February 22, 2001

To: Centre Team Leader
From: Caryn Mendez
Subject: Request Memo for Research into the Inventory Control Documentation

Introduction

I originally had the idea to create a project around family therapy since that is the field I plan to
go into at this time. However, I am a Communication major and I do not feel that I know enough
about the field of family studies or therapy, and I had a really hard time generating a project i dea
for that field that I would be capable of doing in a short amount of time. I wanted to create a
project that I would be competent in doing.

Therefore, I am focusing my project on my current work situation, since it has been a very big
part of my life in the past few months. I was promoted to a part time staff position here at The
University of Arizona, working as a senior office specialist for the Molecular and Cellular
Biology Department. My duties are basically to run the office: make copies; maintai n department
directories; assist students, staff members, salesmen, and the general public with their questions
and concerns; reporting building problems; etc. My job also requires that I oversee the
departmental supply inventory, which includes everything that the department needs to function
from staples to copier toner. It is the inventory aspect that I wish to use as my project.

Currently, there is no method for keeping the supply inventory stocked. When I was trained for
the position, I was merely told that the procedure for the upkeep of supplies was pretty much to
eyeball the inventory and order what looks like it needs to be ordered. Now, either myself or the
student worker will check our supply cabinets every now and then to see if we are missing
anything obvious, but supplies are depleted fast and this "method" often causes the department to
completely run out of important items. This lack of procedure is obviously causing the office to
run more inefficiently than I would like, and being a staff me mber puts me in a position to solve
or at least alleviate the problem.

Request

I would like to remedy the situation described above by creating an inventory control program,
and this is what I ask your permission to do as my final project. This inventory control program

45
will be designed to help me know what items I need to keep in stock, how much of each item I
should have, and at what quantity will I need to re-order the item. This would help the ordering
of items run smoothly and timely, and will aid in avoiding running out of necessary supplies.

Project Components

I plan to create the inventory control program in three phases. First I will do a complete supply
inventory, looking up all corresponding numbers, deciding how much we need to keep in stock
and at what quantity we should replenish the stock. After categorizing the inventory (general
office supplies, copier supplies, etc.) I would then create inventory sheets for each category in
Microsoft Excel that lists all of the aforementioned information. Finally, I would write up a
guide (which I would like to incorporate into my position handbook) that would tell how the
inventory program would work (for example, how to set up a regular schedule for checking
stock). I estimate that the project will take two to three weeks to complete.

Resources Needed

The main resources I will need are the University Stores supply catalogue and a computer, both
of which I have access to at work. Other minor items I will be using, such as pens and paper, are
also easily accessible.

Potential Benefits

There three major benefits to doing this project. First, it will make my job easier. With an
inventory control program, ordering supplies will be fast and simple since I don't have to look up
order numbers and figure out in m y head what I should order. It may even help me save time at
work! I have full confidence that my boss will be thrilled with this project and want to make it
normal procedure. Second, if it does become normal office procedure, it will allow future office
workers to utilize the same system; and if I plan on leaving this job I can easily train the new
employee in ordering procedure. Third, I think that the overall opinion of the office will be
improved, especially the opinions of the MCB professors. Right now , the office is very well-run;
but we are not without the visible flaw of running out of supplies when they are needed most. I
think that by fixing this one flaw will really mean a lot to the professors since it will indirectly
effect them.

This project has significant benefits not only for me, but for The Centre as well as this project
will allow me to apply the things I have learned in working with The Centre. Some of the skills I
46
have been taught this semester that I will use include: producing written work in the form of a
proposal and the program guide, and using technology to generate the body of the project, which
will be Excel documents. Being able to apply what I've learned will be a true testament as to
whether The Centre is successful in teaching its interns the necessary skills of professional
communication.

Potential Obstacles

One potential obstacle would stem from the fact that there are so many supplies that the office
keeps in stock: the task of doing the current inventory and looking up or der numbers will be very
tedious, and will probably get boring. Another obstacle may be that I plan on implementing
doing the first part of the project (inventory and order number search) on work time. This could
potentially be a problem since other things may come up that I need to do at work which will
take my time and attention from the project. I fear that I will not be able to stick to a schedule
due to unforeseen tasks and busy days in general that won't allow me to work diligently on the
project. However, I don't expect that there will be any true difficulties to overcome other than my
own attention span. This project is very "do-able", and I know it will be greatly appreciated by
my boss and the other office staff.

Conclusion

Overall, I want to do this project because I know that it will actually make a difference in my
work. Not only does the office benefit because there is a little more organization, but I will have
a chance to add something important to the job description for my job. Secretarial work is often
thankless and overlooked, and I feel this project will help others see that there is real work and a
real process involved in performing secretarial duties.

WRITING BUSINESS REPORTS

This report outlines some of the format considerations for designing business reports. Report
formats can be designed in a variety of ways. Often, the organization you are working for may
have standard requirements for report formats --be sure to follow these if they exist.

Reports can be as simple as the standard memo format or as complex as a formal report which
might include

47
  Title page
 Letter of transmittal
 Table of contents
 List of illustrations
 Executive summary
 Body text
 references
 appendices

Note: Remember that you may or may not need to include all of these items, depending on the
writing situation you are responding to.

Like a memo, any report should always specify the

 date,
 recipients,
 writer(s),
 subject.

The kind of report format you choose should be appropriate for the communication situation. For
example, this report is formatted as a memo, which is appropriate for more informal situations or
for short reports. Regardless of whether the report is formal or info rmal, in any report you should
begin by stating the purpose of the report. The format, content, and organization of the rest of the
report depends on its purpose.

Progress/Status Reports

In any project that extends over a period of time, you will often be asked to provide a progress
report. In these reports, you should include the following:

 Summarize the progress you have made so far--use specific terms, for example, "I have
analyzed 60% of the available data." Relate your progress back to the original go als of
the project.
 Under a "Work Completed" heading, describe the specific tasks you have completed and
describe any difficulties and obstacles that you have encountered.
 Under a "Work to be Completed" heading, describe the tasks that remain to be done. If
you need to adjust the original schedule, provide a new schedule.
48
  If appropriate, you can also include a section on "Preliminary Findings" if you want
feedback from your readers.
 Close with a reiteration of the final product that will result from you r project. Depending
on the situation--if there have been substantial changes in the scope or the project or in
the schedule--you might also want to request a meeting to discuss the project.

Other Kinds of Reports

As mentioned earlier in this report, there isn't a "standard format" for reports--the most important
thing in designing a report is to clearly outline its purpose, and then answer the following
questions:

 What did you do?

 Why did you choose the particular research methods you used?
 What did you learn and what are the implications of what you learned?
 If you are writing a recommendation report, what action are you recommending in
response to what you learned?

What is most important about report writing is that you have carefully considered th e rhetorical
situation. When you prepare your report, be sure to analyze the context and determine what
information to include, what tone to use, and how to format the document to meet the standards
of the organization you are submitting to.

SAMPLE 1

Date: March 22, 2001

To: Center Team Leader
From: Caryn Mendez
Subject: Inventory Control Documentation Project Status Report

Project overview

I am working on an inventory control program for my current workplace, the Department of

Molecular and Cellular Biology at the University of Arizona, where I am an Office Assistant.
The purpose of the inventory control program is to remedy an inventory problem that currently
exists in the departmental main office. Specifically, the lack of an inventory procedure has
49
consistently caused the main office to run out of much needed items, thus resulting in an
obviously inefficient office procedure. To ensure the office maintains a constant supply of
necessary items, I proposed that an inventory control program be created.

The major part of the program I'm creating involves making up inventory sheets using Microsoft
Excel, which are designed specifically for the MCB department, with information that will let
me know which supplies I need to keep in stock, how much of each ite m I should have, and at
what quantity will I need to re-order the item. The final product of this project will be an
Inventory Control Program binder, which will contain the inventory sheets discussed above,
organized by category (for example, shipping supplies, equipment supplies, general office
supplies, etc.). It will also contain a short user guide which explains the function of the program
and informs on how to fill out the inventory sheets.

Work completed

I have completed approximately 90% of the project. After my preliminary research, in which I
searched for sample inventory sheets on the internet, I was able to start the project as planned on
Monday, March 5. I began the project by taking a complete inventory of all supplies the
department keeps in stock. The next day I began looking up the order number for every item, and
when that was completed I divided the supplies into categories. This took a couple of days since
there were a great number of items and several books I needed to consult in order t o obtain an
order number for every item. Beginning on March 8, I started inputting all of the inventory
information into the Excel documents. All of the inventory sheets are currently complete.

Work to be completed

The majority of the project has been completed, and I am now working on organizing the
program binder. I need to purchase dividers so that the inventory sheets can be neatly and clearly
divided by category. After purchasing the dividers, I will then organize all of the sheets in the
binder. I also will be writing the program guide (to be completed by Friday, March 25), which I
expect to be a short Word document. This guide will contain directions and an explanation of the
program. The project will then be fully complete on March 25.

Problems and adjustments

The one problem I encountered in the course of project was quite minor: I wanted to include a
section on the bottom of each inventory sheets for notes, but I found that I could not manipulate
50
the documents to include this section. I firmly believe that a notes section is a good idea (since
order numbers get changed, items get discontinued, etc.), so I am now incorporating the notes
section into the cover sheet for each category in the binder. On the back of each coversheet, I
will have a place where notes can be made; and this location will fortunately make the notes
about changes and such more visible.

Also, I fell slightly behind on completing the project: I originally planned to have the project
complete by March 19, however, I took a few unexpected days off from work for the Spring
Break and therefore lost time to work on the project. However, I am well ahead of the class
project completion date (and my workplace gave me no deadline for completion), so falling
behind has not damaged my project. I plan to have my project fully completed by the end of the
week, only four days behind schedule.

SAMPLE 2

Date: March 12, 2001

To: Center Team Leader and Interns
From: Jason Moles
Subject: Interview Report in the field of Real Estate

Introduction

The purpose of this assignment is to interview someone in my field of interest in order to gain
insight about a particular communication problem. Unfortunately my initial prospect declined
my request to participate in an interview. However, the extension you granted me enabled me to
research and develop my topic into a professional project proposal entitled "Real Estate Web
Sites: Is There Room For Improvement?" If you recall, in my proposal I stated that I would
interview real estate brokers as a method of gathering information or data that is relevant to the
final project. This memo contains information I collected by interviewing my dad on spring
break.

Background

I decided that my father is an excellent candidate to interview for several reasons. Fir st off, he is
a licensed California and Nevada real estate broker. He is also a real estate consultant every
Tuesday in Beverly Hills for an in individual who owns several residential apartment buildings
in the greater Los Angeles area. Secondly, I know that my dad relies on his computer and the

51
Internet every day in order to conduct his businesses. Lastly, I got stuck in a bad situation
because my letter of inquiry went unanswered. I did not consider how difficult it would be to
complete this assignment on spring break. I was determined to interview my dad because I was
sure he would participate and be as helpful as possible.

Issue

The rapid development of the Internet and digital cameras has made real estate web sites the
norm; they have forever changed the real estate industry. The primary goal of this project is to
create a model to assist real estate brokers in establishing a real estate web site that will benefit
all the parties involved in a typical real estate transaction. This project is significant because the
majority of real estate sites out there are useless, they do not provide information to convince
their audience to buy or sell a home with their company.

Interview Summary

The interview lasted approximately 30 minutes. Our conversation consisted of me asking my dad
the following questions:

 How long have you been in the real estate business?

 How did you get started?
 What types of real estate services do you offer?
 How do you advertise?
 What purpose does your computer serve in relation to your daily activities?
 What role does the Internet have in conducting your business?
 Do you have a real estate web site? For how long? How do you measure its success?
 How has technology (Internet, digital cameras) changed your role as a broker?
 How has technology changed your clients expectations?
 Has the Internet made you a more successful realtor?

My dad confirmed that he has been in the real estate business for 12 years. He offers "property
listings, selling and auction services, consulting and prop erty management." He also said that he
advertises "on the net" and is active in "a local organization called The Chamber of Commerce."
When I asked my dad if he has a real estate web site he replied "I don't know if it's active." This
contradicts his claim that he uses the net to advertise his wide range of services. However, it is

52
important to realize that a lot of real estate brokers have second jobs; being a broker is just a way
to generate some extra income.

For example, according to the Bureau of Labo r Statistics in 1998, 47,000 workers or 2.5% of
"Second job entrepreneurs" are "Managers, of properties and real estate." 24,000 workers or
1.3% of "Second job entrepreneurs" are in "Real estate sales occupations."

In this instance, my dad's primary job is running a window covering service and showroom. I
conclude that the information I gained from the interview confirms two claims that I made in the
project proposal. Firstly, the average realtor is too busy to maintain a highly developed web site.
Secondly, many real estate companies quickly produced a mediocre site in hopes to compete and
increase their volume of clients.

SAMPLE 3

Date: February 26, 2001

To: Center Team Leader and Interns
From: Miko Iwaoka, Center Intern
Subject: Visit to Pima Community College

Introduction: Tina Verville at Pima Community College

I visited Pima Community College with Kelley Baker on Thursday, February 22, 2001, to lay
groundwork for the project that I have decided on. I have chosen to evaluate Pima Collegeÿs web
registration system. We went to Pima to discuss the project with Tina Verville. She is one of the
Student Services Specialists. Her main function is to advise students. Pima College is a junior
college that has offices all over Tucson. Their web registration p rogram is very advanced and
rivals that of universities. Tina has been an advisor there for 2 years. She helps students pick out
classes, does graduation checks, and transfer advises. We decided to interview her because she
was readily accessible as a full time advisor. I heard that she was a very pleasant person and easy
to work with. I went with the intention to talk to her about my project. I was hoping she would
have some suggestions and be interested to work with us as well.

Evaluating Pima College’s Web Registration System

As I mentioned before, I would like to evaluate Pima College's web registration system. There
are many facets of the system that I would like to look at. As a student, I feel that its efficiency

53
and user-friendliness are very important. I understand that there are many other parts to look at
and I want to make sure that I cover different interests and values than my own. I would like to
discover the motives that Pima College had when they implemented the program. I plan to look
at it from a student's, advisor's, and administrator's perspective if possible. I believe that each
viewpoint is critical in the analysis. The student's point of view is important because that is
whom the system was created for according to Pima College. And be cause the advisors are there
to help students, how they see the system will be interesting as well. I am also intrigued by the
administration's viewpoint. I would like to know why they made the decisions they did as to
what would go on the site and why. I would like to determine if there are any kinks in the
program and if there could be improvements.

I am interested in this project for a few reasons. As a student, I am very interested in this new
technology. I would like to determine if it has staying powe r and I am very happy to have this
new technology to use. I love working with computers, I feel at home with them. If I could do
more online, I would. Pima College's system has the potential to help me do much more online.
Their system has sparked my attention as an adjunct advisor as well. I would like to know if this
is a benefit to the student body. I think the student population is very diverse and I would like to
know how this would affect them. My career plans involve working in a school setting as a
school counsellor. If I decide to continue working at the college level, these online services could
either be a great help or a hindrance. Theoretically, it could eliminate the college counsellor’s
role altogether if all the services, including advising, were available online. This is another
reason why I am very intrigued in this project. I will examine whether there is an actual threat to
job security. I will also look at the possibilities of all the services being online, including
advising, and how that would affect students.

Interview Content

Kelley and I decided to collaborate on the project and we conducted the interview together. We
both want to be involved in all aspects instead of splitting it up. This started by going to the
interview together. I thought that the interview went well. Tina was very receptive to the idea
and we got along really nicely. The interview lasted for about 35 minutes. It was easy for us to
communicate because we used the same jargon. As we are both advisors, we did not ha ve to
spend time defining any terms or clarifying. First, I described the project that we had in mind.
We explained the class and how the project had to fit into the context of the class. After I told her
about the project, we brainstormed for a bit to mak e sure I had a good list of questions to ask.

54
We made sure we had covered all the bases. After that we actually started discussing her view of
the answers to those questions.

We talked about a few of the good points to the web registration system. Then, w e went into the
already apparent problems with the system. Because it is so new, there will be start up problems
along with anything else that happened to go wrong. Then, we started looking at it from different
points of view. We looked at it from the stud ent's perspective, then the advisor's, and finally the
administrations. Tina actually showed me the different angles and how important they were. She
said that I should tie them all together in my final report.

Then we discussed Pima's motivation for implementing the system. We talked about a couple
different reasons and then speculated about the direction Pima was headed. We looked at it in the
context of competition and them as a business mostly. And finally we discussed the look and
layout of the website. We quickly came to a few conclusions that will need some further
exploration. She also gave me an important bit of information when we were looking at the site.
She told me that Pimaÿs own Webmaster and web technicians designed the site. They did not
hire out to design the site.

I believe that my critique will be useful to Pima College if they are interested because they might
not see all the angles as they were looking at it from one perspective. Hopefully, I can show
them what works and what may be improved. They may also be interested in how each person as
different ideas as to what the system should look like and include. They might want to consider
the different groups (for example, students vs. advisors) values and what they have in common.

Interview Interpretation

I believe that the interview was very helpful. Tina was very thorough in looking through my
notes and determining if I was excluding any pertinent information. She gave me the insight of a
practicing advisor. Because I am not advising on a regular basis, I usually just look at different
issues through the eyes of a student. She also had a very good idea of what the administration
was thinking. The best part of the interview was her take of the student's reaction to the web
registration system. As a fairly computer savvy student myself, I thought that the site was easy to
navigate through. I had a few quips about the system, but I thought it was fairly easy to
understand. She showed me that to many students "it was not easy, in fact in a lo t of cases, it was
unnecessarily difficult." I had definitely not seen it from that point of view before that point.

55
The interview did expand my understanding of the issue. There are many things that did not
come to mind when I initially wrote down questions. For example, she brought to light that they
used terminology that could probably be changed. On the site they use words like "query" and
"submit," when they could easily change the words to more frequently used ones. She also
explained to us a possible reason why they do not have a payment function on the website. Tina
said that "they might not have it up because they did not want to pay for a more security on the
website." Paying with Visa or MasterCard necessitates a very secure system and Pima may n ot
be ready to put money down for that. I thought that was particularly insightful. Besides that, she
brought to light a couple issues that we probably would not have thought about on our own. I
would not have seen the administration's angle very clearly without the interview, for example.

Interview Questions

I had some preliminary questions to ask her when I got there, but I did not write out a script. I
felt that it should be more ad lib because I did not know where the interview was going to turn. I
think I am fairly casual in how I communicate with all people. I brought that into the interview. I
did have some questions though if the conversation did not flow and some questions that I did
not want to forget to ask. Here are some of the questions that we asked:

 What do you think of the project idea?

 Do you have any suggestions? Am I leaving anything out?
 What is your general impression of the online registration system?
 Were there any implementation problems? And if so, what was Pima's reaction?
 What feedback have you been hearing from students about the system?
 As an advisor, do you feel the system will make your job easier?
 If a student has a problem with the site, what can they do? Can they talk to a real person?
 What do you feel is Pima's motivation for this online system?
 Do you find the system easy to use?
 What do you think of the layout?
 Do you like the look of the site? Would you change anything about it?
 What would you change or improve on the website?
 What do you think about the University of Arizona's web registration actually being
behind Erst College?

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Those are just some of the questions I asked her. The interview flowed well. It went from one
subject to the next in a logical manner. When we were finishing up she made sure I did not have
any other questions and invited me back if I needed more information.

Concerns

One aspect that I am not very secure about is my actual research question. I would like to discuss
my options and I would like your input too. I have a general idea, but I am not clear as to how to
word it. I would appreciate talking to you about this matter. I will be in touch over email to
discuss this subject.

I feel that the interview was very helpful in helping me pick a direction for the project. It was
more along the lines of helping determine if my direction was sound. She showed me clear
delineations for the outline if I choose to go that way. She provided me with crucial insight that
she has an active advisor working with students on a day-to-day basis. I feel that the interview
was very useful and I feel more confidant about my project idea.

Next Step

My next move will be making a clear research question. I need to add layers to make it more
thorough. Once I have that done, Kelley and I will start doing the footw ork. We will take a closer
look at the system and start delving into the more complicated portions of the critique. Those
will include determining whose values are visible on the site right now, whom they are trying to
cater to, what image they are trying to present, what image they are actually projecting, etc. After
we propose our defined ideas and they are revised and accepted, we will proceed with the
evaluation.

ASSIGNMENTS/ HOMEWORK
Memo of Interests
(Resume Preview)

General Description

To: New Center Interns

From: Instructor
Re: Request for personal information

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I will be helping everyone begin project proposals over the next few weeks, including assisting
all interns with either forming a project group or developing an individual project. In additi on, I
will be working with you in developing your biography web page for the organization. For those
related projects, I will need some information from you. Please communicate to me your
interests, experience, skills in relation to a project you may want to pursue for this course.

Please write a memo in the appropriate memo format that provides me with the information I
have outlined below. Memos are similar to letters. Both kinds of documents can serve a variety
of communicative purposes--sharing or requesting information, reporting on a specific situation,
suggesting solutions for problems or issues, or outlining a course of action (just to name a few).
Both kinds of documents can be long or short, and formal or informal, depending on the
communication situation.

There are some important differences—letters typically go to people outside of the organization
or group you are working with, and memos typically go to people inside the organization or
group. There are also some important formatting difference s between a business letter and a
memo.

This assignment will serve as a resource for facilitating team structures, will serve as material for
you to develop your personal web page, will be the starting point for your resume, and will help
you shape a final project (either group or individual). That is to say, this is an important memo.

Writing this memo will help you begin thinking about skills, experiences, and knowledge that
you have that you can list on your resume (which you will be developing over the course of the
semester).

In the memo, you are not only identifying your skills, but discussing the relationship between
these skills and how people in your field communicate—that is, how does what you already
know prepare you to work and communicate professionally in your field? (Before you answer
this question, you may need to review some web sites in your field to investigate how people in
your field communicate--for what kinds of purposes do they communicate? What kinds of tools
do they use? What kinds of issues do they discuss? What kinds of tone and style are typical?)

This might sound daunting, but the following questions may help you think of experiences and
knowledge that you have that you might want to discuss in the memo.

When you are building a resume, it can be useful to generate a list of your
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  past experiences,
 current skills, and
 future goals.

The following exercises may be helpful in generating this list.

1) List everything you can think of that fits into the following four categories:

 education - what degrees have you completed (or are in the process of completing)? Did
specific courses that you have taken give you experience that you’d like potential
employers to know about?
 work experience - what jobs have you held? What were your responsibilities?
 activities - what extracurricular, community, church, athletic, social, or political groups
have you been involved in? What skills did you use in these groups?
 skills - can you think of other skills that you have that are related to you r field?

2) List 9 or 10 important accomplishments that you have made in the past five years. After you
have listed the accomplishments, consider the following questions for each one:

 why was this accomplishment important to you?

 what personal traits did you demonstrate?
 what skills or knowledge did you use?

3) Think of a time when you

 helped a group you were involved in identify and solve a problem,

 helped a group you were involved in solve a conflict,
 persuaded a group of people to follow a particu lar course of action,
 presented your ideas or research to a group of people.

Organize these experiences and skills into an informative document that you and I will be able to
refer to as you develop your professional biography and your resume.

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WRITING BUSINESS RESUME

SAMPLE 1
Chris Martin
5555 E. Adams St.
Tucson, AZ 85718
520.555.555
ckm@u.arizona.edu

Education
9/1997-5/2001

BA, English; University of Arizona, (expected) May 2001 GPA 3.6

(You might also list specific courses that you have taken that relate to the kind of job you are
seeking--this demonstrates some of the specific areas of knowledge that you have)

Employment
9/2000 – present

Intern, Centre for the Analysis of Practices in Technology, Tucson, Arizona

 coordinated project group's research by developing and maintaining a research database

of project data
 developed online multimedia presentation of an analysis of video conferencing software
 collaboratively developed analytical assessment tool for evaluating the use of video
conferencing in organization-to-client interactions worked with two local non-profit
organizations to implement video conferencing as a potential strategy for applying for
funding from public and private agencies

6/1999-8/2000

Senior Associate, Green Gardens Nursery, Tucson, Arizona

 responsible for customer service including landscape consulting researched potential

additions to current plant stock using online research resources and interviews with local
University of Arizona xeriscape experts

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Professional Memberships

 Modern Languages Association

 Rhetoric Society of America

Academic Activities

 Students Against Sweatshops, lobbied university administration for changes in university

policy regarding contracts with corporations that engage in sweatshop labor prac tices
 UA Xeriscape Club, club secretary, coordinated club efforts to promote the use of low -
water gardening techniques by conducting educational workshops
 Camp Wildcat, camp director, planned and coordinated weekend camp for 125 8 -12 year-
old children and 15 counselors

(When possible, use specific numbers or quantities to strengthen your presentation of your skills
or experiences)

Computer Skills

 Microsoft WORD
 Oracle Database
 Adobe Photoshop
 CU-SeeMe video conferencing
 HTML
 Internet research

(Remember that, in an interview, anything you include on your resume may come up in
conversation)

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SAMPLE 2
Amanda Rae Moran

5555 East Granite View Drive

Tucson, AZ 85048
520/555-555
address @u.arizona.edu

Objective

To obtain an entry-level position in the commercial landscape management field and apply
practical and theoretical horticultural knowledge to meet and exceed customer expectations.

Education

University of Arizona, Tucson, Arizona.

B.S. in Agriculture Technology Management, dual emphasis in Ornamental Horticulture
and Landscape and Turf Management.
Cumulative GPA 3.5 Expected May 2001.

Related Coursework:

 Landscape Management
 Plant Nutrition
 Plant Pathology
 Plant Physiology
 Business Accounting

Activities

 Alpha Tau Alpha (Agriculture Education and Technology Honorary Organization)

 Phi Eta Sigma (Collegiate National Honor Society)
 Jacobs-Cline Society (Agriculture Education and Technology Service Organization)
 Honors College
 College of Agriculture and Life Sciences Student Advisory Council
 Volunteer for St. Mary's Food Bank

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Awards and Recognition

 Arizona Nursery Association Foundation Scholarship

 Arizona Federation of Garden Clubs Scholarship
 Trans-Mississippi Foundation Turf Scholarship
 College of Agriculture Academic Scholarship
 Department of Agriculture Education and Technology Honors List
 College of Agriculture and Life Sciences Dean¹s List
 Prudential Spirit of Community Award

Experience

8/99 - Present: Specialist, Environmental Care Inc., Phoenix, Arizona

Responsible for crew supervision. Served as client-crew liaison and on-site horticulturist.

5/99 - 7/99: Intern, Environmental Care Inc., Phoenix Arizona

Responsible for work in landscape maintenance, interiorscapes, irrigation maintenance, and

landscape construction areas.

1/95 - 5/97: Assistant Research Technician, U.S. Department of Agriculture, Agriculture

Research Service, National Small Grains Collection Unit, Maricopa, Arizona

Responsible for gathering and entering research data on small grains fields.

References Available upon request

SAMPLE 3

Sample Hotel Manager Resume

Richard Anderson
1234, West 67 Street,
Carlisle, MA 01741,
(123)-456 7890.

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Objective:
To Seek the Position of Hotel Manager

SUMMARY: Top notch Manager with experience in day-to-day management of hotel and its
staff with commercial accountability for planning, organizing and directing all hotel services,
including front office (reception, concierge, and reservation), banqueting and housekeeping.

Summary of Qualifications

 Total eight years experience.

 Complete knowledge of hotels operations.
 Outstanding oral, written and training communication skills
 Unparalleled guest relations skills especially in creating "special touches" and resolving
Guest requests and concerns.
 Strong analytical skills including trend analysis and the ability to develop innovative
tactics to resolve problems.
 Excellent eye for details, can carry out actions to improve the appearance of the property,
and employees as well as establish relevant actions that meet guest's expectations.
 Positive and upbeat approach to employee relations and guest complaints.
 Strong computer skills especially word processing, hotel operating systems and
spreadsheet creation.
 Remarkable ability to ensure proper selection, training, motivation and counseling of all
employees.

Professional Experience
Excellence Hotels & Towers, Minneapolis, MN 2002 - Present
Manager Plan the accommodation, catering along with other hotel services.

 Promote and market the business.

 Assume authority for the hotel in the absence of the General Manager and serve as
Assistant General Manager for all operations within the hotel.
 Ensure that every department head is aware of operational goals and hence is made aware
of the necessary tools.
 Manage budgets as well as financial plans.
 Maintain statistical-financial records.
 Recruit and monitor relevant staff for their specific operations.

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  Plan work schedules as per requirement.
 Meet as well as greet customers.
 Deal with customer queries and complaints.
 Address customer problems as well as troubleshoot.
 Ensure events and conferences run without interruption.
 Supervise the supplies and furnishings.
 Deal with the contractors and suppliers.

Excellence Hotels & Towers, Minneapolis, MN 2000 - 2002

Assistant Manager.

 Completed important aspects of general administration, like weekly and monthly stock
and consumption account, guest-list, bed book etc, as required by Management.
 Prepared household staff rotas and duties.
 Ensured that Excellence Hotels operates to the highest standards required by
management.
 In liaison with Management, completed the induction of all the newly appointed
household staff.
 Ensured that all household staff and other staff comply with Excellence Hotels policies,
e.g. fire, safety precautions etc.

Excellence Hotels & Towers, Minneapolis, MN

1998 - 2000
Management Trainee (under supervision)

 Managed the daily operations of the Hotel including Conference Management, Rooms,
Housekeeping, Leadership & Training, Reservations, Retail, Engineering, Spa, as well as
other functions as assigned.
 Monitored the performance of the Hotel operational teams.
 Provided assistance to aid executive committee department heads in achieving their short
and long-term objectives.
 Implemented Hotel insurance policies, procedures and the overall operation philosophy.

Assigned budgets to ensure that profitable goals for the Hotel were met.

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ASSIGNEMENT / HOMEWORK

RESUME

General Description

A resume is more than a piece of paper that lists your job skills--it is a presentation of your
professional identity. A resume not only summarizes what you can do, but it establishes the
beginning of your (potential) relationship with the company or organization to which you are
applying for work.

There are many rhetorical choices you must make when you are designing a resume that projects
your professional identity--whether to organize the resume chronologically or categorize it based
on your skills; how to describe your previous work experience and the responsibilities you held;
which activities or social groups you choose to include; how to use white space and display your
information on the page (or the screen)--all of these choices contribute to the overall affect your
resume will have on prospective employers.

It is also important to think about how employers typically use resumes--they often have to get
through many resumes quickly, so they may only skim each one. Being aware of how your
audience will use your resume may help you think about how best to design it. A resume should
be well-organized and it should highlight your best work.

Length

Length is an important choice. When someone skims your resume, they may only look at the
first page, so if you have more than one page, it is always best to have your most important
qualifications listed on the first page. The length of your resume will vary according to your
level of experience and your field of interest. It is important to provide enough detail so that your
reader has a clear sense of the experiences, education, skills you have to offer. In some technical
fields, it is not uncommon to have a four- or five-page resume, but unless you know that this
acceptable, two pages is the maximum--one is better.

Emphasis

Emphasis is how you decide to highlight what is most relevant to the kind of positions you are
applying for. For example, given a limited amount of space, do you want to include more
information about the job you had last summer where you interned with a public relations firm,

66
or do you want to emphasize the month you worked as an actual employee for a public relations
firm on a temporary job? There are different ways of emphasizing information --you can put it at
the top of the resume, the bottom of the page (believe it or not, peop le frequently miss what is in
the middle of the page but catch what is at the bottom), give it more space, or set it off with
white space.

Templates

Many word processing programs offer templates for building a resume. In general, these
templates are not necessarily the most effective way to format a resume. Because they are
templates, many people use them, and it is fairly easy to spot a template but more difficult to tell
the resumes created with them apart. Additionally, the layout on many templates are designed for
specific fields or specific types of resumes. Make sure you analyze how your resume looks if you
choose to use a template to get you started. Consider whether that template will allow you to
organize your information in the most appropriate fo rmat or with the appropriate amount of
details. In general, avoid using a template for your resume if at all possible.

Details

The details in a resume can add the finishing touch --choose a heavier paper to print your resume-
-it is a nice touch when you use the same paper for both your resume and the application letter.
Experiment with several possible page layout strategies to find which one best displays your
qualifications.

Like a good essay, a good resume will be strong in content, organization, style, appearance, and
mechanics. The checklist immediately below may help you think about the various rhetorical
choices you need to make as you’re constructing your resume.

Content

 Have you included all the required header items? (name, address, phone/e -mail) Note:
Never list your age, marital status, race, sex, or health. It is illegal for potential employers
to ask you about these items.
 Do you want to include a career objective? (If you do, it should be very brief and very
strong. Do not include an objective if it is very vague or simply repeats the position for
which you are applying.)

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  Have you listed your education? (Other than listing your degree, are there specific classes
you have taken that pertain to the kind of positions you are applying for? Do you h ave
additional education that is related--job training at a previous position, certification in
particular skills, etc.)
 Have you listed your previous job experience? Have you used clear and strong wording
to describe your responsibilities in each position? (Be sure to include your position or job
title, the name of the organization, the city and state where the organization is located,
your dates of employment, and your responsibilities.)
 Have you listed any special educational, community, or professional awards or honors?
 Are you involved in relevant activities or community groups? If so, what responsibilities
do you hold?
 Have you contacted your references beforehand to ask them if they will consent to be a
reference for you? (People often specify that "References are available on request" on
their resume--if you do this, be sure to take a separate piece of paper with you to the
interview with your references' names listed, along with their title, organization, address,
phone, and email.)
 Do you need a scannable version of your resume? (If so, you can make your resume
much longer than your formal version--put everything in. You might also want to include
key terms that will be picked up by an organization’s software. Also, use a standard font
like Times New Roman that most scanning software can handle.)

Organization

 Does it make sense to organize your resume chronologically or according to your skills?
(If you choose the chronological approach, be sure that you listed items with dates in
reverse chronology--list the most recent items first, then work your way back.)
 What headings will you use? (For example, "Education" "Experience," "Honors and
Activities.")
 Do you want to include subheadings? (For example, if you are involved in a social
organization and you held more than one position, you might include a "Positions Held"
subheading.)
 Have you organized your information using lists so that the reader can move quickly
through your resume?

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Expression/Visual Design

 Have you used white space and page layout strategies so that the information looks
balanced on the page, as well as providing a visual "map" that the reader can quickly
follow?
 What kind of fonts are appropriate for your resume? (A simple rule of thumb: use serif
fonts for body text, and sans serif for headings; also, avoid using more than two fonts.
Use bolded text, italics, and underlining to help your reader navigate your map.)
 Are the margins evenly balanced?
 Are there places where you can use bulleted lists so that the reader can qu ickly skim the
information?
 When you ask someone to glance at your resume, what is their first impression?
 Do you want to include graphic elements, like a line between the header and the rest of
the text?

Mechanics

 Have you checked (and double-checked) your spelling? A single typo or grammatical
error can (and usually will) result in your resume not receiving further attention.
 Have you been consistent in your punctuation? (For example, if you put a period at the
end of one item in a list, have you done so throughout the list?)
 Have you been consistent in your terms? (For example, if you are describing a job where
you monitored the customer response reports, have you each time referred to them as
"customer response reports" rather than just "response re ports"?)
 Have you used correct grammar?
 Have you used strong verbs? (For example, "compiled weekly statistics" is much stronger
than "was responsible for compiling weekly statistics.")
 When you are listing items, have you used parallel structure? (For e xample, in a list of
job responsibilities, have you started each item with a verb in past tense, "distributed,"
"monitored," "compiled," "managed.")

Do not underestimate the importance of a strong, clean, easy -to-read resume that emphasizes
your experience in direct relationship to the position you are applying for. Get several
experienced people to review your resume to ensure that you have not missed anything.

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PROJECT PRESENTATION

Project Presentation

General Overview

When you have completed your project and are preparing to turn in the final documents, you will
present that project to your colleagues and instructor. You are presenting this information to
share the results of your work with your colleagues, to see connections between your projects
and other projects, and to get any essential feedback that will enable you to finalize the project.

In order to effectively present your findings you will need to determine the best format for the
presentation:

 will you use Powerpoint and create a series of slides supplemented by other information?
 do you prefer to do a “poster presentation” with the information laid out on one poster (or
web page)?
 would a small website be more appropriate to link to external resources?

Answering these questions will require you to consider what kind of experience you want your
audience to have. You will also need to consider how much time you have been allotted to
present and if you are presenting in a classroom or online. You also need to consider your own
comfort level and determine the type of presentation that suits your delivery capabilities. Spend
some time thinking about these issues before creating the presentation.

In addition to deciding how to present the materials, you of course need to determine what
materials are most important and appropriate to present. You will have done a good deal of work
on your project and will have generated a lot of information. You will need to determine how
much of that information is necessary and useful for your audience. You will al so need to
determine the best way to organize that material so that it makes the most sense to your
audience.

If your topic seems complex, or if you would like to provide your audience with resources or
information, consider providing some type of handout that your audience can refer to during or
after your presentation.

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After you have created the presentation, make sure you rehearse it. You may want to do a “dress
rehearsal” with an audience that does not know much about your project, so they can tell yo u if it
all seems to work. If you are using technology to deliver your presentation, make sure you test
the technology before you actually give the presentation and make sure the technology is
available wherever you are scheduled to present.

Presentations can be daunting, but are much less so if you are prepared and have thought through
all the issues that might come up in your presentation. Be sure to refer to the general resources
on presentations to get an overview of what to expect and what to take int o consideration.

REFERENCES

1. Freeman, Lawrence H. Franklin Covey Style Guide for Business and Technical Writing. Salt
Lake City, Utah: Franklin Covey, 1997.

2. Locker, Kitty O. Business and Administrative Communication. Boston, Mass.: Irwin/McGraw-

Hill, 1997.

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