978-1337116848 Chapter 4 Solutions Manual

REVIEW QUESTIONS & SUGGESTED ANSWERS

1 What are the seven steps for proofreading a document systematically to locate all

errors?

1. Discuss several strategies that will enhance the quality and efficiency of writing with a

computer.

2. What value does knowing the readability level of a document serve? What two factors

should be evaluated for possible revision in an effort to reduce the readability index of a

report?

3. When is active voice preferred? When is passive voice preferred?

4. What are the benefits and limitations of an electronic spell check and writing-analysis

software?

Spell checks are helpful in locating spelling and keyboarding errors; however, they cannot be

5. Explain the importance of creating a visually appealing document and provide four

guidelines for accomplishing this objective.

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6. How has instantaneous communication made possible by technology affected the

proofreading stage of the writing process?

7. What habits hinder your success or enjoyment of writing? Identify ways to overcome

them.

FEATURED ASSIGNMENTS

1The Price Companies Pay for Human Error: Use an online database or the Internet to

locate an example of an error in a printed document made by an actual company. Errors

might be caused by overreliance on spell check or poor proofreading for mechanical,

content, or style errors. Then prepare a brief report describing the error, specific

consequences experienced as a result of the error, and actions taken to overcome negative

effects.

2Improving Readability: Create a substitution list of easier words for 10 to 15 difficult words

and be prepared to share their lists with the class.

Responses will vary. Examples are shown below.

Difficult Word Replacement

8. Visual Enhancements: Access the Plain Language website at

http://www.plainlanguage.gov/examples/index.cfm, a website designed to improve

communication from the federal government to the public. View a variety of documents

revised for easy reading following Plain English principles. Then choose the “Before and

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After Comparisons” link and review carefully the three examples posted under the “Using

Visual Explanations to Convey Information More Clearly” section. After familiarizing

yourself with the examples, complete the following activities:

a. Prepare a brief paper explaining how applying plain English principles improved the

readability of these documents. Suggest revisions you believe would improve the

documents further.

b. Using a document that you have received or one that your instructor provides, develop a

new example that could be added to this website as a “before and after comparison.”

Place your two documents on a slide and be prepared to summarize your changes and

explain how they improved the impact of the document.

9. Examining Corporate Speak: Read the following scenario and complete exercises a and b.

Jon Warshawsky, coauthor of Why Business People Speak Like Idiots, was recently

interviewed by Martha Barnette, who is host of A Way with Words, a program that airs on

National Public Radio. Have students listen to the interview at

http://www.fightthebull.com/jwarshawskyinterview1.asp.

In the interview, Jon says that many executives might feel “it’s dangerous to have an

original thought,” which may lead to the use of a series of words they think they have to use

to be seen as smart. Martha refers to this tendency as corporate speak.

Exercises:

a. Conduct an interview in person, by phone, or online, with an executive in your chosen career

field. Ask him or her if corporate speak is a noticeable problem in the work environment and,

if so, to identify common examples of corporate speak. Ask the executive for advice related to

communicating effectively in your career field.

b. Make a short presentation to your class about how to avoid corporate speak and

communicate effectively in your career field. Alternately, you may video record your

presentation and post it electronically for class access.

10. The Emergence of Speech Technology: Divide into small groups and conduct an online

search related to recent developments in speech (voice-recognition) technology. Each group

should prepare a brief report providing information such as (1) current status of speech

technology as a viable business application, including challenges that have hampered past

developments; (2) examples of leading speech technology applications with related results;

and (3) projections for future development. Have groups share their ideas with the class.

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ADDITIONAL ASSIGNMENTS

1Professional Development Is Only a Click Away: Some companies, facing the reality that

poor writing is costly, are initiating training programs for effective writing. You can develop

your own program for improving your basic communication skills (e.g., listening, speaking,

and writing). Find useful communication on the following websites. Then, write a brief

description of at least five communication topics you will commit to study over the course of

the semester. Be prepared to share your “course of study” and progress reports in the format

requested by your instructor. As you prepare these assignments, bookmark useful websites for

future professional development.

http://www.the-writestuff.co.uk

http://www.plainlanguage.gov

http://www.quintcareers.com

http://owl.english.purdue.edu

11. FAQ: How Can Communication Skills Boost Career Skills? Read the scenario, then

complete activities a through d.

You are certain that your ability to write and speak well has been a career boost to you.

You’ve earned favorable ratings on your written and spoken communication component of

your performance appraisal and received more than your share of sincere compliments from

your supervisor and coworkers for well-written documents and presentations that led to new

business for the company. Your supervisor has assigned you to a company-wide work team to

design an intranet site for business communication training. Complete the following activities

as directed by your instructor

Activities:

a. Before the first meeting, you are assigned to develop a list of suggestions that you believe

would help an employee prepare a clear, understandable business message.

b. Interview a person you perceive to be an effective communicator and write a 100-word

spotlight on this person’s success and advice for others wanting to become a better

communicator.

c. In small groups, compile your suggestions into a short list of frequently asked questions that

will appear in a FAQ section of the website. Phrase your questions so that employees

recognize the content as something they need to read. Each member of the team will write a

brief answer to assigned questions and provide useful websites for learning more.

d. Using the information you’ve gained from preparing the FAQs write a 200- to 300-word

article encouraging employees to improve writing skills and showcasing the contents of your

website. The article will be featured on the opening page of the intranet site. Have one

person design the web page (including the article, FAQs, and graphics), one person write the

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opening article, and two members write the spotlights on two effective communicators,

including photographs.

12. Document for Analysis: Readability Assessment: In teams, complete the following tasks a

through e as assigned by your instructor.

a. Key or scan the following document into your word processing program.

Worldwide Enterprises is preparing to initiate a program whereby employees may participate

in telecommuting. We anticipate that implementation of the program will begin sometime

next quarter. To qualify for this program, an employee must secure the approval of his

b. Complete a readability analysis using a grammar and style checker. Download the free

download of Bullfighter at http://fightthebull.com for additional advice. Note the

readability index and other statistics provided.

c. Revise the document incorporating relevant suggestions provided by the grammar

checker and the readability statistics to guide in revising for easy reading. Use the track

changes feature to mark revisions.

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d. Complete a readability analysis for your revision and compare with the original

readability analysis. Write a brief summary that notes the areas where improvements

were made.

e. Send your instructor an email message with the revised document attached. Print a copy

so that you can quickly verify the accuracy of your team’s work when your instructor

reviews the corrections during class.

13. Addressing Multiple Audiences: Using the internet, identify an organization that was faced

with a problem and needed to communicate how it was going to deal with that problem to

various audiences who held difference interests or concerns.

a. Identify each audience that held an interest in the situation.

b. Identify each audience’s interests, expectations, beliefs, and concerns about the situation.

c. Assess the effectiveness of the organization’s message in addressing those interests and

concerns.

d. In cases where the organization might have done a better job in addressing audience

interests and needs, explain how it might have better accomplished this task.

14. Revise the following message so that it is more logically ordered. You may also discover that

some of the content is irrelevant and thus can be eliminated, and that the message is missing

some critical information that needs to be added to fulfill the customer’s request.

Patricia Williams

Director of Customer Service

Flash Software, Inc.

8403 Kentucky Avenue

Cincinnati, OH 55003

Dear Ms. Williams:

I recently purchased your new accounting software at Big Box Office Products. When I got

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15. Rewrite the following letter, paying particular attention to tone.

Chris Lyons, Manager

Lyons Family Restaurant

356 Copper Road

Butte, Montana 84001

Dear Mr. Lyons:

Your restaurant has the worst service and food of any place I have ever eaten. How you can

call yourself a restaurateur is beyond me!

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publicly accessible website, in whole or in part.

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16. Cultural Barriers to Communication: Generate a list of phrases and nonverbal expressions

peculiar to your culture that a person from another culture might not understand. Share your

ideas with the class in a short presentation.

Responses will vary. Some examples are shown below.

Verbal phrases

Nonverbal expressions

CASE ASSIGNMENT

SECURITIES AND EXCHANGE COMMISSION PROMOTES READER-FRIENDLY

DISCLOSURES

Summary

This case highlights the Security Exchange Commission’s requirements for reader-friendly, plain

English prospectuses; spotlights Cynthia A. Glassman, acting chairman of the SEC; and

encourages students to learn more about Plain English requirements in health-related

organizations and apply that information in a practical application.

Accurate interpretation of a company’s financial position is critical to a potential investor.

Understanding the importance of clarity, the Security and Exchange Commission requires the use

of reader-friendly plain English in companies’ investment prospectuses. Shorter sentences,

concrete language, active voice, and graphic presentation of complicated information are

encouraged whenever possible. The idea behind the plain English requirements is to make

financial information less intimidating for average readers, thus encouraging them to read the

shorter, friendly documents before making the decision to invest.

Case

When deciding how to invest one’s money, being able to accurately interpret information in a

company’s financial prospectus is critical. This task has not always been easy, since the concepts

discussed can be complex and the language complicated. In 1998, the Securities and Exchange

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Commission (SEC) took a giant step toward assuring readability of the all-important financial

prospectus.

The SEC requirements specify the use of reader-friendly plain English, also known as

plain language, in companies’ investment prospectuses. An issuing company is directed to draft

the prospectus with the uninformed shareholder in mind. Guidelines include the use of shorter

sentences and paragraphs; concrete, everyday language; active voice; and tabular presentation of

complicated information whenever possible. Bullet lists are recommended when information is

embedded in paragraphs, and wider margins are specified to aid in visual appeal. The guidelines

also specify the avoidance of obscure business jargon and multiple negatives. Risk factors must

be presented concretely and concisely and provide enough information to allow an investor to

assess the degree of risk.

Mastering the simplification of technical documents can present a significant learning

curve. While the SEC’s plain language requirements initially caused developmental delays for

some companies, subsequent filings have typically gone more smoothly. The general response

from consumers is that prospectuses are better.

Prudential Insurance Co. of America distinguished itself as one of the first companies to

comply with the SEC requirements for plain English. In addition to simplifying its prospectuses,

Prudential explains the product with liberal use of graphics, colors, summaries, large type, an

index, and captions. Metropolitan Life Insurance Company’s overhauled report features

characters from the “Peanuts” comic strip to illustrate key points. Boldface type, charts, and

sidebars help make the prospectus more interesting and easier for customers to understand.

A spokesperson for the SEC emphasized that writing in plain English doesn’t mean

writing with less substance. The Commission’s intent is not for issuers to “dumb down” their

prospectuses. “The overall idea behind requiring plain language is to try to make prospectuses

less intimidating for the average reader, with the hope that individuals making investments will be

more likely to read and study shorter, more readable documents.”

Cynthia Glassman, acting chairman of the Securities and Exchange Commission, says

that as a nonlawyer she does not speak legalese—and neither do most investors. She believes

disclosures to investors must be clear to be effective. Recipients of financial disclosures want

timely, complete, and useful information that is readily understandable. To make a point of the

importance of clear disclosures, Glassman offers the following example:

Disclosure regarding a mutual fund: No salesperson, dealer, or any other person has been

authorized to give any information or to make any representations, other than those contained

herein, in connection with the offer contained herein and, if given or made, such other

information or representations must not be relied on as having been authorized by the fund, the

fund’s investment adviser, or the fund’s administrator.

Translation: You should rely only on the information contained in this document. We

have not authorized anyone to provide you with different information.

The plain language initiative is one step to communicating more effectively with

investors. Calling disclosure forms investors must read “too legislative” and overwhelming,

Glassman identifies a need for a mainstream approach. While she acknowledges the increasing

complexity of SEC rules, Glassman has called on the film and TV industries to help educate the

public on investment rules. She said TV shows such as The West Wing often convey important

civics lessons.

Glassman recognizes that often the goals of the disclosing party and the recipients differ.

Disclosing parties often view their disclosure obligations with an eye toward limiting their

potential liability, resulting in reports that are large but not necessarily helpful and informative.

XBRL tagging is one way to address this issue. In 2005, the SEC began testing financial

data-tagging technology through a program that allows reporting companies to submit their

reports using eXtensible Business Reporting Language, or XBRL, a computer language that

makes interactive financial reporting possible. When a company uses XBRL-tagged data to

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disclose its financial information, investors can analyze the data in any combination of ways to

construct for themselves a financial picture of the company. According to Glassman, “interactive

data makes it possible to transform static, text-only documents into dynamic financial reports that

can be quickly and easily accessed, analyzed, and compared.”

Glassman emphasizes that it’s not only the choice of words that is critical in clear

disclosure, but also a document’s format and placement of information on the page. “It is

incumbent on us to make sure that investors have the information they need, in an easily

understandable format, to enable them to make informed decisions.”

Financial institutions are not the only organizations being required to give people the

information they need in an easily understandable format. Health care providers are required by

law to provide privacy notices that inform patients about how their personal information is used

and how they can control their medical records. The problem, however, has been how to convey

this information without using confusing legal and medical jargon.

Providers are required to provide the privacy notice in plain English to patients on their

first doctor visit or when signing up for health insurance. Many health care professionals worked

cooperatively to develop a simplified, yet informative document. Following the lead of food

labels, the idea was to design the document so patients can easily spot the topics of interest to

them.

Sources: Prudential, MetLife are first to speak clients’ language (1999, July). Best’s Review, 100(3), 93; Stucker, H.

(1999). Annuity issuers hustling to speak ‘plain English.” National Underwriter, 103(14), 7, 22; Glassman called on

Hollywood for help. (2005, March 14). Compliance Reporter, 12(10), 6; Does SEC disclosure eschew obfuscation? Res

Ipsa Loquitur! (2005, November 4). Speech by SEC commissioner: Remarks at the Plain Language Association

International’s Fifth International Conference. U.S. Securities and Exchange Commission. Retrieved November 16,

2005, from http://www.sec.gov; Weintraub, A. (2002, December 23). Privacy rights—In plain English. BusinessWeek,

10.

Activities

1 Visit the HIPA Advisory website at http://www.hipaadvisory.com and search “plain

language” to read about how to effectively use plain language in the privacy notice.

3 Compare the plain language issues faced by health care providers in writing privacy

disclosures with those faced by the SEC in promoting clear financial disclosures. Prepare a

short report about the challenges involved in developing clear disclosures, whether a health

care professional or a company.

4 How can movies and television be used to communicate business and government messages?

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5 Read the script of a speech given by Cynthia Glassman that addresses the need for plain

language: http://www.sec.gov and search for “Cynthia Glassman plain” under the news tab.

Discuss the value of using a focus group to provide input on document content and design.

6 Glassman said that it is not only the choice of words that is critical in clear disclosure, but

also the document’s format and placement of information on the page. Discuss online or in

class how these elements are important to other types of business documents.

publicly accessible website, in whole or in part.

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