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0% found this document useful (0 votes)
172 views31 pagesUnit9 BUE
If u learn business communication
Yeah u on right pave
Uploaded by
sourpiromleapCopyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF or read online on Scribd
CHAPTER 9
Informal oB#5cTIves
‘After studying this chapter, you should be able to
Reports « cesccive tusiness report basics, ncucing functions, oryanizationalpatiers,
“The ultimate go:
‘written report is to get your
Ideas across to your readers.
222
formats, and delvery methods.
‘© Develop informal reperts, including determining the problem and purpose, and
gathering data,
© Select an appropriate wring style, be objective, and compose effective headings,
‘© Deserve six kinds of informal reports.
‘© Wie information and progress reports.
‘© Wie justiication/tecommendation reports.
© Wie feasibility reports.
‘© Wrte mutes of meetings and summaries of longer publications.
Understanding Report Basics
Why do you need to learn how to write reports? As a business and professional
communicator, you will probably have your share of reports to write. Reports are a
fact of life in business today. With increasing emphasis on performance and profits,
businesspeople analyze the pros and cons of problems, studying alternatives and
assessing facts, figures, and detail. This analysis results in reports.
Management decisions in many organizations are based on information submit-
ted in the form of reports. Reports may be submitted in writing, orally, or digitally.
Increasingly, workplace information is presented in a PowerPoint talk accompanied
by a written report or a series of digital slides called a deck. You will learn about
making oral presentations in Chapter 12
In this chapter we will concentrate on informal reports, the most common type of
reportin the workplace. These reports tend to be shor (usually eight or fewer pages), use
memo or leer format, and are personal in tone. You will earn about the functions, pat
teens, formats and writing styles of rypical business reports. You will ls learn to write
00d reports by examining basic techniques and by analyzing appropriate modes
Because of their abundance and diversity, business reports are difficule to define.
‘They may range from informal half-page trip reports to formal 200-page financial
forecasts. Reports may be presented orally in front of a group or electronically by
ail or a Web site, Some reports appear as words on paper in the form of memos
Chapter 9: Informal Reports and letters. Others are primarily numerical data, such as tax reports or profit-and-
loss statements. Some reports provide information only; others analyze and make
recommendations. Although reports vary greatly in length, content, form, and for-
mality level, they all have one common purpose: to answer questions and solve
problems.
Functions of Reports
In terms of what they do, most reports fit into two broad eat
cegories: informative reports and analytical reports.
Informative Reports. Reports thar present data with-
out analysis or recommendations are primacily informative
Although writers collect and aigantes facts, they are not
expected to analyze the facts for readers. A trip report describ-
ing an employee's visit to a conference, for example, simply I
presents information. Other reports that present information shsestoe
without analysis involve routine operations, compliance with
"Your report was a bit unfocused, So trimmed it
regulations, and company policies and procedures.
down irom 300 pagos to one strong paragraph
Analytical Reports, Reports that provide data, analyses, and conclusions
are analytical. If requested, writers also supply recommendations. Analytical reports
may intend to persuade readers to act or to change their beliefs. Assume you are
writing a feasibility report that compares several potential locations for a skate-
board arena. After analyzing and discussing alternatives, you might recommend one
site, thus attempting to persuade readers to accept this choice
Organizational Patterns for Reports
Like letters and memos, reports may be organized directly or indirectly. The reader's
expectations and the content of a report determine its pattern of development, as
illustrated in Figure 9.1 Apago PDF Enhancer
Au
nce Analysis and Report Organization
=: = =
Chapter 9: Informal Reports, 223 Direct Pattern, When the purpose for writing is presented close to the begin-
ning, the organizational pattern is direct. Information reports, such as the letter report
shown in Figure 9.2, are usually arranged directly. They open with an introduction,
[on rc kee
Uses formal salutation oan
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Hy conta neato Ie hted Below
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Richa M,Rasion
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enter Cnumor i Loge Services
icimond VA 2534 » 00) 248099)
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Determine the Benefits Your Group Kewde
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224, ‘Chapter 9: Informal Reports followed by the facts and a summary. In Figure 9.2 the writer explains a legal services
plan. The letter report begins with an introduction. Then it presents the facts, which The direct pattern q
are divided into three subtopics identified by descriptive headings. The lerter ends with plaees conclusions and
a summary and a complimentary close. Note that the report was sent as an attach-
‘ment by e-mail.
Analytical reports may also be organized directly, especially when readers are
supportive or are familiar with the topic. Many busy executives prefer this pattern
because it gives them the results of the report immediately. They don’t have to
spend time wading through the facts, findings, discussion, and analyses to get to the
two items they are most interested in—the conclusions and recommendations. You
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me
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Cleaner @: Nderes Renee 225 How you format a ropert
ison its length, topic,
‘and purpose.
Cerrar reyes
Pereira
should be aware, though, that unless readers are familiar with the topic, they may
find the dizeer pattern confusing. Some readers prefer the indicect pattern beeause it
scems logical and mirrors the way we solve problems.
Indirect Pattern, When the conclusions and recommendations, if requested,
appear at the end of the report, the organizational pattern is indirect. Such
reports usually begin with an introduction or description of the problem, fol-
lowed by facts and interpretation from the writer. They end with conclusions and,
recommendations. This pattern is helpful when readers are unfamiliar with the
problem. Itis also useful when readers must he perstaded or when they may be
disappointed in or hostile toward the report's findings. The writer is more likely.
to retain the reader’s interest by first explaining, justifying, and analyzing the
facts and then making recommendations. This pattern also scems most rational
to readers because it follows the normal thought process: problem, alternatives
(facts), solution,
Report Formats
‘The format of a report is governed by its length, topic, audience, and purpose. After
‘considering these elements, you will probably choose from among the following five
formats.
Letter Format. Use letter format for short (usually eight or fewer pages)
informal reports addressed outside an organization. Prepared on a company’s
letterhead stationery, 2 letter report contains a date, inside address, salutation,
and complimentary close, as shown in Figure 9.2. Although they may carry
information similar to that found in correspondence, letter reports usually are
longer and show more careful organization than most letters. They also include
headings.
““Apago PDF Enhancer
Memo Format. For short informal reports that stay within organizations,
memo format is appropriate, Memo reports begin with essential background infor-
mation, using standard headings: Date, To, From, and Subject. Like letter reports,
memo reports differ from regular memos in length, use of headings, and deliber-
ate organization, The trip report in Figure 9.3 illustrates the format of an internal
memo report. Note that the writer attaches the report to an e-mail message, which
introduces the attachment.
Manuscript Format. For longer, more formal reports, use manuscript for-
These reports are usually printed on plain paper instead of lertethead statio-
nery or memo forms, ‘They begin with a title followed by systematically displayed
headings and subheadings. You will sce examples of proposals and formal reports,
using manuscript formats in Chapter 10.
Printed Forms. Prepared forms are often used for repetitive data, such as
monthly sales reports, performance appraisals, merchandise inventories, expense
claims, and personnel and financial reports. Standardized headings on these forms
save time for the writer. Preprinted forms also make similar information easy to
locate and ensure that all necessary information is provided.
Digital Format. Some reports are not primarily meant to be printed but will
be projected of viewed and edited digitally. Increasingly, businesses encourage
‘employees to upload reports to the company intranet. Firms provide software
‘enabling workers to update information about their activities, progress on a project,
and other information about their on-the-job performance.
Chapter 9: Informal Reports ioe
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(Chapter : Informal Reports
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MEMORANDUM
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reports can be
‘or electronically.
Report Delivery
Once reports are written, you must decide what channel to use to deliver them to
your readers. Written business reports can be delivered in the following ways:
In Person. If you are located close to the reader, deliver your report in person,
This delivery method works especially well when you would like to comment on
the report or clarify its purpose. Delivering a report in person also makes the report
seem more important or urgent.
By Mail. Many reports are delivered by mail. You can send your reports by
interoffice mail, U.S. Postal Service delivery, ar commercial delivery service such as
UPS or FedEx.
By Fax. You can fax your report to your reader, but be sure to seck the recipi-
ent’s permission. Very long reports can overwhelm most fax machines. Be sure to
include a cover page that identifies the sender and introduces the report.
By E-Mail. Reports in any format can be attached to an e-mail message. When
using this channel, you will introduce the report and refer clearly to the attachment
in the body of your e-mail message. Figure 9.2 on page 224 shows an example of
an e-mail transmittal or cover that announces the enclosed letter report and goes to
a recipient outside the organization. In Figure 9.3 the writer is sending an internal
memo report by e-mail as an attachment within the organization.
Online. You might choose to make your report available online. Many report
writers today are making their reports available to their readers on the Web, One
common method for doing this involves saving the report in Portable Document
Format (PDF) and then uploading it to the company’s Web site or its intranet, This
is an inexpensive method of delivery and allows an unlimited number of readers
access PDF Enhance mie or confidential information,
access t6 the Mocument can be password protected.
Defining the Purpose and Gathering Data
Your natural tendency in preparing a report is to sit down and begin writing imme-
diately. If you follow this urge, however, you will very likely have to backtrack and
start again. Reports take planning, beginning with defining the project and gather-
ing data, The following guidelines will help you plan your project.
Determining the Problem and Purpose of Your Report
The first step in writing a report is understanding the problem or assignment clearly.
This includes coming up with a statement of purpose. Ask yourself: Am I writing this
report to inform, to analyze, to solve a peoblem, or to persuade? The answer to this
question should be a clear, accurate statement identifying your purpose. In informal
reports the statement of purpose may be only one sentence; that sentence usually
becomes part of the introduction. Notice how the following introductory statement
describes the purpose of the report:
‘This report analyzes the feasibility and costs of operating an on-site recreation
center for use by employees.
After writing a statement of purpose, analyze who will read your report. If your
report is intended for your immediate supervisors and they are supportive of your
project, you need not include extensive details, historical development, definition
of terms, or persuasion. Other readers, however, may require background data and
persuasive strategies.
‘Chapter 9: Informal Reports, Dene aD nay
‘The expected audience for your report influences your writing style, research
methods, voeabulary, areas of emphasis, and communication strategy. Remember,
too, that your audience may consist of more than one set of readers, Reports are
often distributed to secondary readers who may need more details than the primary
readers,
Gathering Data
(5 hn gi ia es pn a wat apa asc se.
ing and gathering data. A good report is based on solid, accurate, verifiable facts.
Typecal sources of beta) nod PAG OTD EMA ANGEL: pany
records; (b) observation; (c) surveys, questionnaires, and inventories; (d) interviews;
(€) printed material; and (f) electronic resources.
Company Records. Many business reports begin with an analysis of com-
pany records and files. From these records you can observe past performance and
‘methods used to solve previous problems. You can collect pertinent facts that will
help determine a course of act
Observation. Another logical source of data for many problems lies in per~
sonal observation and experience. For example, if you were writing a report on
the need for a comprehensive policy on the use of digital media, you might observe
how employees are using email and the Web for personal errands or whether they
spread potentially damaging company information in their blogs.
Surveys, Questionnaires, and Inventories. Data from groups of
people can be collected most efficiently and economically by using surveys, qu
tionnaires, and inventories. For example, if you were part of a committee inves!
gating the success of an employee carpooling program, you might begin by using. a
‘questionnaire.
Interviews. Talking with individuals directly concerned with the problem pro-
duces excellent firsthand information, For example, if you are rescarching whether
your company should install wireless technology, you could interview an expert in
wireless technology about the pros and cons. Interviews also allow for one-on-one
communication, thus giving you an opportunity to explain your questions and ideas,
to licit the most accurate information.
Chapter 9: Informal Reports
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‘The facts for reports are
‘often obtained from company
‘records, observation, surveys,
Interviews, printed material,
land electronic resources.
Interviews provide
rich, accurate firsthand
Information because
questions can be explained. Printed Material. Although we are secing a steady movement away from
print to electronic data, print sources are still the most visible part of most libraries.
‘Mach information is available only in print. Print sources include hooks, newspa:
pers, and periodicals, such as magazines and journals.
Electronic Resources. An extensive source of current and historical infor-
mation is available electronically by using a computer ro connect to the Web, elec-
tronic databases, and other online resources. From a personal or office computer
you can access storehouses of information provided by the government, newspapers,
magazines, nonprofit organizations, and businesses. Business researchers are also
using such electronic tools as mailing lists, discussion boards, and blogs to conduct
research. For short, informal reports you will probably find the most usable data
in online resources. Chapter 10 gives you more detailed suggestions about online
research and electronic research tools.
el
Choosing a Report Writing
Style and Creating Headings
In previous chapters you have leamed that the tone and style we adopt in business doc-
luments matter as much as the message we convey. Not surprisingly, reports require an
appropriate writing style. They also benefit from objectivity and effective headings.
Adopting an Appropriate Writing Style
Live other buinear messed, reports cam range fron informal wii, dbvending
cn their purpose, audience, and setting, Research reports from consultants to theit
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iy, authority, and impartaliy
Informal weiting style lbighie chapees vs pst goncemed with an informal writing style. Your short
Rescrnarones pe BBBG ON BOR BBHARG RE ee nee ee nee
, each topics. You may use first-person pronouns (I, we, me, my, us, our) andl contractions
pastes ses im, is, let's, can't, dadn'), You will emphasize acave-voxe verbs and strive for
— fnocte Sco nag aside rors Pps 94 Wil ely diag bees
formal snd informal epore wring seen
Whether you choose a formal or inforital swiitng style; nerienibier to apply the
writing techniques you have learned in earlier chapters. The same techniques you
have been using to compose effective memos, letters, and e-mail messages apply to
developing cumeanding repors, Li all washes docatacnts, business reports ast
be clear and concise. They should be written using topic sentences, support sen-
tence aid Waratonal sxprseons Ul lersnce Aveed tonnes ouedaed
‘expressions, slang, jargon, and clichés in your repotts. Finally, proofread all busi-
ness reports carefully to make sure that they contain no errors in spelling, grammar,
Poretuaton, aemes aad fines oc brmes
Being Objective
Reports are convincing only when the facts are believable and the writer is credible,
You can build credibility in a number of way
‘© Present both sides of an issue. Even if you favor one possibilty, discuss both
sides and show through logical reasoning why your position is superior, Remain
impartial, letting the facts prove your point.
sports are more believable ® ‘Separate fact from opinion. Suppose a supervisor wrote, Our department
the author is impartial, works harder and gets less credit than any other department in the company.
This opinion is difficult to prove, and it damages the credibility of the writer. A
‘more convincing statement might be, Our productivity has increased 6 percent
‘over the past year, and I'm proud of the extra effort my employees are making.
After you have made a claim or presented an important statement in a report,
230 ‘Chapter 9: Informal Reports hoc
ws
Use ‘Shot, routine repos Theses
‘Reports for friar auciences Research studies
Noncontroversia reports ‘Controversial er complex repens (especialy to
‘Most reports to company insiders are
‘Effect FFesing or wath, personal involvement, closeness
(Characteristics Use of fite-person pronoun (I. we, me, my, us, ou")
Use of sontractons (can, dont)
Emphasis on actwe-voice verse (J conducted the
study)
‘Shower sentences: familar words
‘Qecasiatia use of humor, metaphors
erson (the researcher, the wer inreasingW.
however, the informal syle scompiabie
Absence of contractions (cannct, a6 cot)
Use of passve-vice ve (he sty was conducted)
‘Complex sentences: lng words
‘Absence ot hurtor and fxites of speach
Roduced uso of colo adjoctves and vorbe
Elimination ot “ediraizing” (author's opinions,
perceptions)
‘Gecasional use of color speech
‘Acceptance of author's opinions and ideas
ask youre tis a vefable fact? Ifthe answet sno, rephrase your statement
«Be sanokive ead toderee jp our ohok Beat gang
Teed olan mot ne PAGS. PRE HAhARCeE.
Some people think ..... Better yet, use specific figures such as Sixty percent
emaechooiane Ricker
lama copresons Callngsorcgoe a ter 4 ee
trol freak, or an elitist demonstrates bias. If readers
ape era prude thy teiy aoa
© Cite sources. Tell your readers where the informa-
tion came frm, For example, Iva tsepone intr
tie Gia Bland Speen deter of Promo cia,
October 15, besail, OR The Wall Seee journal
(August 10, p. 40) reports that .... By referring to
respected sources, you lend authority and credibil-§
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Canpes 10 you el lem bet ecunens our gruetansster coat Hemmer 9,
pe septa predate pare fol
Using Effective Report Headings
Good head
they serve as an outline of the text, highlighting major ideas and categories. They
also act as guides for locating facts and pointing the way through the text. Moreover,
headings provide resting points for the mind and for the eye, breaking up large
chunks of text into manageable and inviting segments. For the writer headings
require that the report author organize the data into meaningful blocks. To learn
more about designing readable headings, as well as to pick up other tips on design:
ing documents, see Figure 9.5.
1s are helpful to both the report reader and che writer. For the reader
Chapter 9: Informal Reports 2a Get oeem kets i
Desktop publishing packages, high-level word processing programs, and ackanced printers new make i possibe for you fo tum cut
professionallooking documenta. The temptation, though, Isto overdo it by ineseporating oo many features in one document. Here
are ten tips for applying good sense and sound design grincipls in “pushing” your documents:
1. Analyze your audience, Avoid over flashy type, colors,
‘and borders for caneenvatve Business documents. Also
‘Consier whee your readers vill be reading painstakingly
‘F merely browsing. Lists and headings hel readers who
are ia hur.
2, Choose an appropriate type size. For most business
‘memos oer, and reports, the body text should be 10 to
+2 points tall (a pont i 172 ofan neh). Larger type leks
amaleursh, and smaller ype is hard to read,
9, Use a consistent typeface, Alicugh your software may
‘rovide a variety of fons, stay wit a single famiy of ype
‘within ore document. In Word 2005, Times New Roman
and Aral were the delet typelaces ahd, theretore, became
the most popular choices, Word 2007 offers many poten
{il syle variations, but me default typetaovs are Cambria
‘and Gallo For emphasis and contrast, you "ay vary the
fon size ana Wat wos bo, a, bod a ar ter
44. Generally, don't Justty right margins. Textbooks, novels,
owspapers, magazines, aod ofer long works are usually
‘et with justi (oven) right margins. However, for shorter
works raggedt-ght margins are recommended because
‘such margins add white space and help readers locate the
‘beginnings of new tines. Siowerreadars find raggediaht
6, Design readabie headlines. Presenting headines and
naadinge i all capa is generally couraged because
‘Sola blocks of capital letters snertere withthe recognition
of word pattems, To further improve readily, select a
‘sans sen typeface (one without crass stokes or embelish-
men), such 25 Ail,
7. Strive for an attractive page layout. in designing tile
pages or graphics, provide fora balance between pent and
white space. Also consider placing the focal pont (ome-
‘hing thal draws the readers oye) athe opteal cantor of @
‘page—about ree lines above the aciual center: Moreover,
‘tamember thal the average reader scans a page from eft
{o tight and tap to bottom in Z pattem. Pian your visuais
accordingly
8. Use graphics and clip art with restraint. Chars, original
‘dewings, anc tan be scanned into documents
Readymade cip at ard grapes can also be inserted into
‘documents. Use such images, however, only whon they are
Well eran, elevant,purpasetl, and appropri sized
9. Avoid amateurish results, Mary begining wie. eager
to display ovary raphe device a program ctfrs,produco
busy, clutlored cocuments. Too many typotaces, ruled
lines, images, and oversized headlines wil overvhehn
‘teaders. Siva for simple, clean and forceful efits.
copy more legible,
5, Separate paragraphs and sentences The
fiat Ine ofa paragraph shouid be indented or preceded by
Functional headings
‘show the outline of
report; talking headings
describe the content.
232
FrarieMaker and Core'’s Veatura. Although the larring
‘Guve for these popula programs steep, sich efor
Wall spent i you willbe producing newsletters, brochures.
announcements, eu als, and promotional itratue,
You may choose functional or talking headings. Functional headings (such as
Background, Findings, Staffing, and Projected Costs) describe functions or general
topics. They show the outline of a report but provide little insight for readers
Functional headings are useful for routine reports. They are also appropriate for
sensitive or controversial topics that might provoke emotional reactions. Functional
headings are used in the progress report shown in Figure 9.6 on page 235,
Talking headings (such as Employees Struggle With Lack of Day-Care Options)
describe content and provide more information to the reader. Many of the examples
in this chapter use talking headings, including the information reports in Figures 9.2
and 9.3. To provide even greater clarity, you can make headings both functional and
descriptive, such as Recommendations: Saving Costs With Off-Site Care. Whether
your headings are talking or functional, keep them brief and clear. To create the
most effective headings, follow a few basic guidelines:
© Use appropriate heading levels. The position and format of a heading indicate
ity level of importance and relationship to other points.
* Strive for parallel construction within levels. All headings at a given level should
be grammatically similar. Use balanced expressions such as Current Quarterly
Budget and Next Quarterly Budget rather than Current Quarterly Budget and
Budget Projected in the Next Quarter.
Chapter 8: Informal Reports © For short reports use first- and second-level headings. Many business reports
contain only one or two levels of headings. For such reports use first-level head-
ings (centered, bolded) and/or second-level headings (flush left, bolded),
© Capitalize and underline carefully. Most writers use all eapital letters (without
underlines) for main titles, such as the report, chapter, and unit titles. For first-
and second-level headings, they capitalize only the first letter of main words,
For additional emphasis, they use a bold font. Don’t enclose headings in quota~
tion marks.
Keop headings short but clear. Try w make your headings brief (no more than
ight words) but understandable. Experiment with headings that concisely tell
who, what, when, where, and why.
© Don't use headings as antecedents for pronouns. Don’t follow headings with
pronouns, such as this, that, these, and those. For example, when the heading
reads Mobile Devices, don't begin the next sentence with These are ticreasingly
‘multifunctional and capable.
© Include at least one heading per report page. Headings increase the readability
and attractiveness of report pages. If used correctly, headings help the reader
grasp the report structure quickly. Use at least one per page to break up blocks
of text,
Preparing Typical Informal Reports
Informal business reports generally fall into one of six categories. In many instances
here in a brief overview, are hel; nit rs. vs how
wa ating Sonor ae AB SRS" PDE” BHHAMESY
© Information reports. Reports that collect and organize information are informa-
tive or investigative. They may record routine activities such as daily, weekly,
and monthly reports of sales or profits. They may investigate options, perfor-
mance, or equipment. Although they provide information, they do not analyze
summarize three to five main points and, if requested, itemize their expenses on
a separate sheet. Trip reports inform management about new procedures, equip-
ment, trends, and laws or regulations. They may supply information affecting
© Progress reports. Progress reports monitor the headway of unusual or nonrou-
tine activities. For example, progress reports would keep management informed
about a committee’s preparations for a trade show 14 months from now. Such
reports usually answer three questions: (a) Is the project on schedule? (b) Are
© Justification/recommendation reports. Justification and recommendation
However, they offer analysis in addition to data. They attempt to solve problems
by evaluating options and offering recommendations, These reports are often
solicited; that is, the writer has been asked to investigate and report.
‘© Feasibility reports. When a company must decide whether to proceed with a
invest thousands of dollars to expand its Web site? A feasibility report would
‘examine the practicality of implementing the proposal.
Chapter 9: Informal Reports
arrayed
‘employees must have writing
rere eet)
and feasibility reports.
‘attompt to solve problems
bby prosenting data, drawing
conclusions, and making
recommendations.
233, utes of meetings and
‘organize and
information for
‘quick reading and reference.
‘© Minutes of meetings. A record of the proceedings of a mecting is called “the
minutes.” This record is generally kept by a secretary or recorder. Minutes may
be kept for groups that convene regularly, such as clubs, committees, and boards
of directors
‘© Summaries. A summary condenses the primary ideas, conclusions, and recom-
mendations of a longer report or publication. Employees may be asked to write
summaries of technical reports. Students may be asked co write summaries of
periodical articles or books to sharpen their writing skills. Executive summaries
condense long reports such as business plans and proposals.
Information Reports
Writers of information reports provide information without drawing conclusions or
making recommendations. Some information reports are highly standardized, such
as police reports, hospital admittance reports, monthly sales reports, or government,
regulatory reports. Other information reports are more personalized, as illustrated
in the letter report shown in Figure 9.2 on pages 224-225 and the memo report in
9.3 on page 227. Information reports generally contain three parts: introduction,
body (findings), and conclusion. The body may have many subsections. Consider
these suggestions for writing information reports:
© Beplan why: oi eentag in le mene,
© Describe what methods and sources were used to gather information and why
they are credible.
© Provide aty special background information that may be necessary. Preview
what is to follow.
o Gevanto-t fends leet tne
Consider grouping the facts/findings in one of these patterns: (a) chronological,
(b) alphabetical, (c) topical, (d) geographical, (e) journalism style (who, what,
when, where, why, and how), (8) simple-to-complex, or (g) most to least impor-
tang, Organizati regics will be explained in detail in Chapter 10.
« SABSGS. BHR Bahan eee eee ken,
tor express appreciation in the conclusion,
In the two-page information report shown in Figure 9.2 on pages 224-225,
Richard Ramos responds to an inquiry about prepaid legal services. In the intro-
«luction he explains the purpose of the report and previews the organization of the
report. In the findings/facts section, he arranges the information topically. He uses
the summary to emphasize the three main topics previously discussed.
As the trip report in Figure 9.3 demonstrates, internal memo reports can be
informal and still be professional, informational, and effective. In this report the
‘writer Grant Snow organizes his general impressions from the CeBIT trade show
by focusing on contacts he established and the main trends that emerged during the
annual gathering. You will find that communication in the information technology
sector tends to be informal
Progress Reports
Continuing projects often require progress reports to describe their status. These
reports may be external (telling customers how theit projects are advancing) or
internal (informing management of the status of activities). Progress reports typi-
cally follow this pattern of development:
© Specify in the opening the purpose and nature of the project.
Provide background information if the audience requires filling in,
© Describe the work completed.
¢ Explain the work currently in progress, including, personnel, activities, methods,
and locations.
© Anticipate problems and possible remedies.
© Discuss future activities and provide the expected completion date. Asa location manager in the film industry, Robin Ellsworth frequently writes
progress reports, such as the one shown in Figure 9.6, Producers want to be informed
of what she is doing, and a phone call does not provide a permanent record. Notice
that her progress report identifies the project and provides brief background infor-
mation. She then explains what has been completed, what is yet to be completed,
and what problems she expects
Justification/Recommendation Reports
Both managers and employees must ovcasionally write reports that justify or rec~
‘ommend something, such as buying equipment, changing a procedure, hiring. an
Chapter 9: Informal Reports
ae
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Tor Robert Hays, Encuie Producer
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sometimes prescribe how these reports should be organized; they use forms with
conventional headings. When you are free to select an organizational plan yourself,
however, let your audience and topic determine your choice of direct or indirect
Direct Pattern. Fornonsensitive topicsand recommendations that will beagree-
able to readers, you can arganize directly according to the following sequence:
© In the introduction identify the problem or need briefly.
'® Announce the recommendation, solution, or action concisely and with action
verbs.
© Explain more fully the benefits of the recommendation or steps to be taken to
solve the problem.
'® Discuss pros, cons, and costs.
© Conclude with a summary speci
ng the recommenclation and necessary action.
Troy Barnwell applied the preceding process in writing the recommendation
report shown in Figure 9.7. Troy is operations manager in charge of a fleet of trucks
for a large parcel delivery company in Charleston, South Carolina. When he heard
abouta new Goodyear smart tire with an electronic chip, Troy thought his company
should give the new tire a try. His recommendation report begins with a short inteo-
duction to the problem followed by his two recommendations. Then he explains the
product and how it would benefit his company. He concludes by highlighting his
recommendation and specifying the action to be taken
Indirect Pattern. When a reader may oppose a recommendation or when
circumstances suggest caution, don’t be in a hurry to reveal your recommen-
dation. Consider using the following sequence for an indirect approach to your
recommendations:
+ MApAGal PDE: EnhancGex o your recommendation, in the
subject line.
‘© Describe the problem oF need your recommendation addresses, Use specific
examples, supporting statistics, and authoritative quotes to lend credibility to
the scriousness of the problem
Discuss alternative solutions, beginning with the least likely to sueceed.,
Present the most promising alternative (your recommendation) last.
Show how the advantages of your recommendation outweigh its disadvantages.
‘Summarize your recommendation. If appropriate, specify the action it requires.
Ask for authorization to proceed if necessary.
Feasibility Reports
Feasibility reports examine the practicality and advisability of following a course
of action. They answer this question: Will this plan or proposal work? Feasibility
reports typically are internal reports written to advise on matters such as consoli-
dating departments, offering a wellness program to employees, or hiring an outside
firm to handle a company’s accounting or computing operations. These reports may
also be written by consultants called in to investigate a problem. The focus in these
reports is on the decision of whether to stop or proceed with the proposal. Since your
role is not to persuade the reader to accept the decision, you will want to present the
decision immediately. In writing feasibility reports, consider these suggestions:
eoeee
® Announce your decision immediately.
Describe the background and problem necessitating the proposal.
Discuss the benefits of the proposal.
Describe any problems that may result.
Calculate the costs associated with the proposal, if appropriate.
Show the time frame necessary for implementing the proposal
Chapter 9: Informal Reports SOUTHLAND TRUCKING, INC.
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Ashley Denton-Tait, human resources manager for a large public accounting firm
ii San Antonio, Texas, wrote the feasibility repore shown in Figure 9.8. Because
she discovered that the company was losing time ani money as a result of personal
e-mail and Internet use by employees, she talked with the vice president about the
problem. The vice president didn't want Ashley to take time away from her job
to investigate what other companies were doing to prevent this type of problem.
Instead, she suggested that they hire a consultant to investigate what other companies ‘ormat
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‘were doing to prevent or limit personal e-mail and Internet use. The vice president
then wanted to know whether the consultant's plan was feasible. Although Ashley’s
report is only one page long, it provides all the necessary information: background,
benefits, problems, costs, and time frame.
Minutes of Meetings
Minutes summarize the proceedings of meetings, Formal, traditional minutes, illustrated
in Figure 9.9, are written for large groups and legislative bodies. If you are the secretary
for recorder of a meeting, you will want to write minutes that do the following:
‘© Provide the name of the group, as well as the dat, time, and place of the meeting.
© Identify the names of attendees and absentees, if appropriate.
© State whether the previous minutes were approved or revised.
© Record old business, new business, announcements, and reports
Chapter 8: Informal Reports En
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‘© Include the precise wording of motions; record the vote and action taken.
© Conclude with your name and signa
Notice in Figure 9.9 that Secretary Goddard tries to
summarize discussions rather than capture every com,
ment. However, when a morion is made, he records it
verbatim. He also shows in parentheses the name of
the individual making the motion and the person who *
seconded it, By using all capital letters for MOTION |
and PASSED, he makes these important items stand
‘out for easy reference.
Informal minutes are usually shorter and easier
to read than formal minutes. They may be formatted
‘Chapter 9: Informal Reports,
Here are the minutes of our last meeting, Some events
‘with three categories: summaries of topics discussed, have been ‘ictonakzed for dramatic purposes,”
239 decisions reached, and action items (showing the action item, the person respon-
sible, and the due date)
Although the format of informal minutes and lists of action items varies,
spreadsheets or tables work well for readability, as Figure 9.10 indicates, The
exceutives of a property management company worried about the cost, effec
tiveness, and environmental impact of pest control measures for a large mum
ber of condominiums and apartment buildings. Fairway Property Management
held a meeting, and several attendees assumed research tasks as outlined in
Figure 9.10.
Summaries
“Acsummary condenses ne A summary compresses the main points from a book, report, article, Web site,
primary ideas conetuston, necting, or convention. A summary saves time because it can reduce @ seport of
Bae secoementations article 85 to 95 percent. Employees are sometimes asked to write summaries thar
aeee retention, condense technical reports, periodical articles, or books so that their staffs or supe-
riors may grasp the main ideas quickly. Students may'be asked to write summaries
of articles, chapters, or books to sharpen their writing skills and to confirm their
knowledge of reading assignments. In writing a summary, you will follow these
‘general guidelines:
‘* Present the goal or purpose of the document being summarized. Why was it
ation Ite
Organizations may include alist of action items as part of thei minutos so that individuals know what task has Leon assigned to
wham‘ ft canine be used rack erent. DIE" vestigating pest canta! methods for
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‘rnervariabies
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