WRITTEN COMMUNICATION IN BUSINESS

Written communication is best suited when the communicator and the receiver are beyond oral communication
medium. The executives in all organizations can maintain effective inter departmental and intra departmental
connection through messages by written words. The process of communication involves sending message by
written words. Written communication covers all kinds of subject matter like notices, memorandums, reports,
financial statements, business letters etc. This type of communication simply means a process of reducing
message into writing which is extensively used in organizations. Formal communication, must always be in
writing such as rules, orders, manuals, policy matter etc.

Purpose of Writing
The systematic filing of written communication is one of the important aspects of communication. Filing along
with indexing is necessary because of the poor retention power of human being. The purpose of preserving
written messages is to provide necessary information readily and without any delay and when it is needed.
However, the following gives the main purpose of writing the messages.
1. Future references: The limitation of human mind and poor retention power cannot be overlooked. Written
messages can be preserved as records and reference sources. Various media of communication can be filed
for future reference. Thus, keeping records are essential for continuous operation of the business.
2. Avoiding mistakes: In transmitting messages, earlier records help in reducing mistakes and errors and also
prevent the occurrence of fraud.
3. Legal requirements: Written communication is acceptable as a legal document. That is why some
executives think that even if some messages have been transmitted orally, they should later be confirmed in
writing.
4. Wide access: Communication media having become very fast, written communication enjoy a wide access.
If the communicator and the receiver are far from each other, written communication sent through post or e-
mail is the cheapest and may be the only available means of communication between them.
5. Effective decision-making: Old documents help effective decision-making in a great way. Decision-
making process becomes easier if old records are available. Because the messages provide the necessary
information for decision-making purpose.

Principles of Effective Writing

1. Unity: Unity of writing implies a condition of being one. The principle of unity applies on three levels.
First, the individual sentences must be unified. Second, the individual paragraph must be unified. Third, the
totality of the message must be unified.
2. Coherence: To achieve clarity in a written communication the principle of coherence should be there.
Relation and clarity are two important aspects of coherence. The principle of coherence applies to
sentences, paragraphs and to the message as a whole.
3. Avoid jargon: As far as possible, the writer should avoid jargon. Jargon is a language which is special to
science, commerce, technology, trade or profession. In private language with persons in the field, jargon
may be incorporated. In other cases, jargon can be used, but the only thing is that the words used must be
clear to others as well.
4. Accuracy: The subject matter must be correct and accurate. The manner in which the message is
transmitted must be correct. Accuracy in writing can be achieved by careful checking and editing.
5. Brevity: A writing should be shorter by using few words for many. Brevity not only saves the time but also
gives grace to the writing. Business communication must be brief and direct.
6. 7 Cs of communication:

Written Communication
Merits
 Accurate
 Precise
 Permanent record
 Legal document
 Can reach a large number of people simultaneously
 Helps to fix responsibility.

Limitations
 Time consuming
 Expensive not in terms of postage but of the time of so
many people
 Quick clarification not possible.

Writing Techniques
a. Adaptation and Selection of Words
Effective writing techniques gives stress on simplicity while using words, short sentences and brief paragraphs
and simplicity in terms of adaptation. Adaptation of words according to the message addressing to the specific
reader. All the readers do not have the same ability to understand a message, they do not all have the same
vocabulary, the same knowledge about the subject. Thus, to communicate clearly we should know the person
with whom we wish to communicate. The message should fit the person’s mind. For this reasons it is advisable
to adopt following techniques during written communication.
 Use familiar words
Unfortunately, many business writers do not use familiar language enough instead, they tend to change
character when they begin to put their thoughts on paper.
Endeavour – Try
 Ascertain – Find out
Terminate – End
Demonstrate – Show
Utilise – Use
 Choose the short over the long word.
Generally, short words communicate better as a heavy proportion of long words confuse the reader.
There are some long words such as hypnotize, hippopotamus and automobile are so well known that they
communicate easily. And some short words, such as vibes, vie (to complete), vex (annoyed or upset), scab
(worker) are understood by only a few.
Thus you will be wise to use long words with some caution. Further, you need to ensure that those you do use
will be familiar to your reader.
 Use technical words with caution.
All fields have technical words i.e., ‘jargon’, which becomes a part of our everyday working vocabulary. In
fact, so common will it appear in your mind that you may assume that people outside the fields also know it.
And in writing to those who is outside from your field you may use these words, which leads to
miscommunication.

b. Masculine Words
Sometimes the use of particular words can support unfair or untrue attitudes towards as particular sex, usually
women. For example, using the pronoun ‘he’ to refer to a doctor, when you do not know if they are male or
female, might support the belief that it is not normal for women to be a doctor.

Many people while speaking or writing English, prefer to avoid using language that is sexist. The modern non-
sexist use of language is sometimes called inclusive language.
Sexist language Non-sexist
Male pronoun he, his, him are used even though the They, them or by the combination she/he, him or her.
sex of the person is not known.  A gardner is usually proud of his/her garden.
 A gardner is usually proud of his garden.  A child needs to feel liked by friends.
 A child needs to feel that he is liked by his friends.
Words formed from ‘man’ are used when referring to Use other words when referring to both men and
people generally. women.
 Man is polluting the earth.  People are polluting the earth.
 This is the largest man-made lake in Europe  This is the largest artificial lake in Europe.
 Man is not the only animal that uses tools.  Human beings/Humans are not the only animal that
 uses tools.
Many jobs/activities are strongly connected with a Use expressions/pronouns that do no support sexiest
particular sex. assumptions.
 The teacher must not be late for his class.  Teachers must not be late for their classes.
 A manager has a duty towards his workers.  A manager has a duty towards his/her workers.
 The fall in price is great news for housewives.  The fall in price is a great news for consumers/
shoppers.
Job names are used which refer unnecessarily to the Use job names that apply equally to women and men.
sex of the person.  The chairperson can not vote.
 The chairman can not vote.  Jane is a camera operator.
 Jane is a camera woman.  We’re meeting a group of business people/
 We’re meeting a group of business men. executives.
 Worker/sales representative or agents.
 Workman/salesman
Male words are frequently put before female words in Try to balance the ordering of male and female pairs.
common combinations.  Men & women; girls & boys; husbands & wife;
 Men and women; boys & girls; husband & wife; mother & father; sister & brother.
brother & sister; mother & father.
Note: The written forms he/she, her/him etc. are also possible.

c. Choosing Words with Right Strength and Vigour

Words have personalities, in same way words are like people. Some words are strong and vigorous. Some are
weak and dull and some fall between these extremes.
1. Good writers should understand these differences and consider them carefully.
2. They should use the words that do the best job of carrying the intended meaning.
3. To select words wisely, one should consider shades of difference in meaning of words.
Tycoon Successful business person
Mother Female
Boom Period of business prosperity.
Note: In selecting strong words, you should be aware that verbs are the strongest words. Noun is second.
Adjectives and adverbs are weak words.

d. Thesaurus
1. A thesaurus is the opposite of a dictionary.
 2. We turn to it when you have the meaning already but don’t yet have the word. It may be on the tip of
our tongue, but what it is we don’t yet know.
3. It is like the missing piece of a puzzle.
4. A thesaurus, says the dictionary, is ‘a treasury or storehouse, hence a repository, especially for words,
as a dictionary.’
"To protect from sun light"

Shield Defend
e. Writing Effective Sentences
Clear writing is not limited to the words alone. It also means using clear sentences. Writing simpler sentences
largely means writing shorter sentences. The sentence can be a statement, a question, a command or in the form
of an exclamation.
In writing, there is no hard and fast rule for deciding upon the length of sentences but short sentences are simple
because they are easy to understand. They do not create problem by presenting complicated structure. Short
sentences should be framed as longer sentences have greater changes of having grammatical errors.
Efficient authors manipulate and experiment with the combinations and number of short and long sentences for
various purpose in mind as per the requirement of the text.

Consider the following paragraph:

Any substantial written business text contains a number of different pieces of information as part of a
presentation to achieve some communication objective. Any substantial text without subdivision presents
problems for readers – they can have no clear idea of the units of information that go to make up the total
information presented. Subdividing into paragraphs is the most basic method of presenting units of information.
A paragraph is a collection of sentences dealing with a single topic or theme.

If you examine this paragraph, you will see that it deals progressively with a single line of thought: the different
pieces of information in a written text. It then considers the problem this presents to the reader and how this can
be solved. So the paragraph has the structure shown below.

This sequence is a common structure in paragraphs in business writing as it presents a logical progression:
Situation

Problem
Solution

Evaluation
Sentence What each sentence does
Any substantial written business contains a number text Introduces the situation/topic
of different pieces of information that are part of a
presentation to achieve some communication
objective
Any substantial text without subdivision presents States the problem
problems for readers – they can have no clear idea of
the units of information that go to make up the total
information presented
Subdividing into paragraphs is the most basic method Gives the solution
of presenting units of information
A paragraph is a collection of sentences dealing with Gives an evaluation or judgement
a single topic or theme

The same sort of structure is also used as a model for structuring documents – Often, only two or three of the
components are present, but they follow the same sequence:
■ situation – problem – evaluation
■ situation – evaluation.
For example, the following paragraph follows the ‘situation – evaluation’ pattern:
Any substantial written business text contains a number of different pieces of information that are part of
a presentation to achieve some communication objective. These pieces are usually related in a structured way.

Another common structure is to follow the time sequence:

We were travelling by car to Springfield. Near Halfway House the left-front tyre burst and the car
skidded off the road into a barrier. We were extremely lucky to escape without injury.

This paragraph also follows the ‘situation – problem – evaluation’ sequence.

You can also use physical or spatial arrangements as the basis for paragraph structure. For example, you
can describe a house in terms of its downstairs features, followed by its upstairs features.
The most important point to emphasize is that paragraphs should have a clear and consistent structure.
Structuring Documents
Suzanne Sparks (1999, p. 48) advises that you should ‘structure your writing to reach your reader’ and offers
five possible structures for letters and memos which are similar to the paragraph structures we talked of above.
For example, she suggests that a persuasive communication should be based on the following five paragraphs:
1 You try to establish some common ground.
2 You explain the problem which will be resolved if the reader agrees to your request.
3 You explain the solution and show how it has significant advantages for the reader which outweigh any
disadvantages.
4 You list all the benefits for the reader.
5 You clearly specify what you want the reader to do.

Characteristics of Effective Sentences

1. Unity: A sentence containing one idea at a time with all its parts contributing to strengthen the main idea is
called the unity of a sentence.
2. Coherence: How the various parts of a sentence are sticking together with no words inappropriate. The
sentences should also be in logical order.
3. Variety: The idea can be creatively expressed in a variety of sentences as the same kind of thought or idea
creates monotony.
4. Economy: The effectiveness of a sentence is judged by the number of words used to make a sentence take
its shape. Concise expressions increase the effectiveness of a sentence.
5. Proper selection: Precise selection and appropriate choice of words not only makes sentences more
connotative but also generates an impact on the reader of the text.
6. Simplicity: The choice of words, their consistency and the simplicity in choice of pattern give a sentence
an overall simple look.

f. Foreign Words & Phrases Sometimes Used in Correspondence

Mostly words are originated from Latin/French language.
 ad hoc – for this special purpose
 de facto – actual, real
 bonafide – genuine, only bonafide members will be allowed to attend the meeting.
 errata – list of errors
 in camera – in secret
 in toto – wholly/entirely
  laissez faire – free
 per capita – per head
 status quo – the existing condition
 sine die – indefinitely.

g. Developing Logical Paragraph

Clearness in writing does not depend only on careful choice of words and writing clear sentences. It also
invokes carefully designed paragraph. Just as words are combined into sentences, so are sentences put in logical
order in paragraph.
The paragraph is thus one’s thought process as it proceeds from one sentence to another and develop step by
step. Designed paragraph requires the ability to organize and relate information. It involves the use of logic and
imagination.

Characteristics of a Good Paragraph:

1. Unity: Like sentences, paragraph should have unity. The contents of the paragraph should concern one
topic or idea. When the paragraph ends it should give a sense of completion.
2. Coherence: There is flow from one sentence to another in a good paragraph. Each sentence should be
logically connected with the preceding and the following sentence. There should be a movement of
thoughts from sentence to sentence.
3. Length: Length of the paragraph should neither be too short nor too long. How long a paragraph should be
depends on its content. Shorter paragraphs are appropriate for messages. Short paragraph helps the reader
to follow the papers organizational plan. In addition, short paragraphs are more inviting to the eyes. People
simply prefer to read materials that give them frequent break.
However, the break should not be too frequently. A series of very short paragraph gives an unpleasantly choppy
effect.

Logical Paragraph
4. The topic sentence: The most efficient way of organizing a paragraph is to use topic sentences, as the
topic sentence expresses the main idea of a paragraph. And the remaining sentences build around and
 support it. In sense, the topic sentences serve as a headline for the paragraph and all the other sentences
supply the story.
But not every paragraph must have topic sentences. The topic sentences can come first, can come last or in the
middle depends upon the writer’s plan.
5. Omitting unnecessary detail: Induce in paragraph only the information needed. What you need, of course,
is a matter of judgement. You can best judge by putting yourself in your reader’s mindset.
(a) How will be used?
(b) What will be used?
(c) What will not be used?
Then make decisions. If you follow this procedure, you probably will leave out much that you originally
intended to use.

h. Overall Tone
1. Conversational style
Write the words that have the effect of good conversation. The words to be used should come from your
speaking vocabulary and the tone of writing should stimulate friendly conversation.
Such writing produces warmth that appears to us all. It recalls to our minds pleasant experiences with friendly
people. In addition, since it uses the familiar words of our language, it is the kind of language that
communicates best.
Rubber Stamps: Rubber stamps are expressions used from habit every time a certain situation occurs. They are
expressions we use without thought. They give routine rather than customized treatment. And routine treatment
is far less than special attention in creating good public relations.
You can avoid rubber stamps by writing in your conversational vocabulary.
Dull & striff Friendly & conversation
Thanking you in advance I’ll sincerely appreciate
I deem it advisable I suggest

2. The you-view point

Human beings are self-centered creature. Hence, messages that relate our self-interest produce positive
response. This technique is called you-view point.
You-view point writing emphasizes the reader’s interests. It is an attitude that focuses on the reader’s point of
view.
We-view point You-view point
We have received your report of May 1. Thank you for your report of May 1.
 I have 7 years’ experience as a direct-mail copywriter. 7 years of practical experience as a direct mail
copywriter will equip me to cultivate your mail
solicitation.
3. Overall tone of courtesy
Courtesy is a major contributor to goodwill in letters. Certainly, writing in conversational tone, strategically
emphasizing the reader’s viewpoint and carefully selecting positive wordings will generate courtesy. All will do
much towards putting the reader in a favourable frame of mind. Avoid preaching (lecturing) and avoid anger.
4. Showing sincerity
Efforts to be courteous must be sincere. Sincerity results from believing in the letter writing techniques you use.
Your sincerity will show in your writing.
There are two major checkpoints for writing sincerely are:
(i) Overdoing goodwill: One can overdo the goodwill effort. Too much you-view point sounds insincere.
(ii) Avoiding exaggeration: Exaggeration is overstatements of facts. Although a form of exaggeration is
conventional in sales writing, even here there are bounds of propriety.
Like extraordinary, delicious, sensational, revolutionary, perfection, etc. such words cause as to question rarely
do we really believe them.

Electronic Writing Process

Electronic communication (or e-communication) places new demands on language that leads to interesting
variations in written language use. Hailed as a powerful educational resource, the e-medium has not only
revolutionized the composing process but has also been found to encourage participation in writing activity.
One reason for this is that e-mail and online chats provide a non-threatening atmosphere in which writers feel
less inhibited about expressing themselves, encouraging even timid students who usually refuse to speak in
face-to-face discussions to actively participate in online chats. Another reason is that the Web provides an arena
for writers to present their work to a real and larger audience that extends beyond classroom and school
boundaries. When students realise that they are going to put their work on the Web for readers in the real world,
they are motivated to write.

The e-medium has been found to increase collaborative writing activities. There are mixed views on whether it
has a similar effect on the quantity and quality of writing done by individual students. Because the e-medium
reduces the intimidation factor and offers attractive features, it improves students' attitudes towards writing and
practicing the target language and encourages students to produce more text.
 Pre-writing: Pre-writing activities include thinking of a topic and researching of the topic. Idea generation
via group brainstorming, questioning via electronic mail, participating to large groups, observing pictorial
 representation on the Internet, reading data collected electronically, exploring CD ROMs and accessing
electronic libraries are examples of multimedia activities that may take place in this stage of the writing
process.
 Writing: Writing activities include composing and inscribing. In this stage, a multimedia environment can
facilitate the process. Planning and outlining an essay with special software, making a rough draft with
speech-recognition software, scanning text and images, entering data directly on screen, as opposed to
writing longhand and then transcribing to the screen, are illustrations of multimedia potential for this stage
of the writing process.
 Rewriting: Rewriting activities involve revising and correcting. Multimedia can affect this stage of the
process by allowing add, cut, and paste sequences using voice recognition as opposed to keyboarding
activities, using a spell checker, using written language recognition software to listen to an essay or an
article, and correcting orthography, grammar and syntax with interactive voice activated software.
 Post-writing: Post-writing activities are consequent dimensions of the writing process that multimedia has
facilitated. Editing and distributing with electronic facilities adds new meaning to this portion of the writing
process. An essay need not be two-dimensional and linear as it has been in the past. Adding colour,
animation, images, audio, and video to a text can change the way information or investigation results are
transmitted and illustrated in a school setting. Already, students are presenting the result of their work in
multidimensional fashion in addition to the traditional written presentation. Teachers will need to have
access to a multimedia environment to properly evaluate student works. Even the intended mode of
distribution will play a role in the selection of the final set of activities. Distribution via the World Wide
Web of student work will induce and entice more than the written essay. Multimedia class projects will be
open to constant review and reorganization of student’s intellectual production, a true picture of real life
writing process.
 Consequences for the writing process: This multimedia-based model implies that writing is more than a
sequence of events. Writing is the occasion for many skills and attitudes to come together for a specific
purpose. Multimedia allows for loops and branching in any of the four stages described here. We
recommend that writing should be regarded as an interactive and iterative series of processes that come
together not just for the production of written text, but also for real multimedia presentation of intellectual
excitement in an increasingly rich environment.