Lecture Notes
Chapter 9: Business and Professional Writing
Learning Objectives
9.1. Explain the impact of written communication on professional excellence
9.2. Describe the different indirect messages sent with written communication
9.3. Discuss the different types of written communication
9.4. Apply the KEYS approach to achieve professional excellence regarding written
communication
Chapter Summary
Chapter 9 explains the impact of written communication on professional excellence. It also
describes the different indirect messages sent with written communication and discusses the
different types of written communication. Finally, it outlines how to apply the KEYS approach to
achieve professional excellence regarding written communication.
Chapter Outline
I. The Importance of Written Communication
A. Written Communication Is Important for the Following Reasons
1. Official documents: memos, emails, and other forms of written communication
reveal something about you as a professional.
2. Important policies, requests, and organizational procedures are conveyed
through written communication.
3. Proposals, employee terminations, media relations, and the like are achieved
with written communication.
4. To achieve professional excellence
II. Striving for Written Communication Excellence
A. Message Structure
1. Excellent written communication begins with a clear general purpose, a clear
specific purpose or thesis, and clear organization.
2. Develop an outline before you begin writing.
B. Message Clarity
1. Evaluate your audience and avoid generalities.
2. Consider details such as the reader’s place in the organization, his or her level
of understanding, and the amount of interest in and involvement with the topic at
hand.
3. Use specific language over general.
a. General language is usually characterized as vague statements that can
easily be misunderstood.
b. Specific language makes precise references.
C. Message Presentation
1. Unlike spoken communication, there is a lasting visual element to your written
communication.
2. Carelessly written communication will send the message that you are a careless
employee or leader.
3. Avoid misspellings, typos, and grammar errors to help create professional
writing excellence.
4. Use a writing startup sheet that encourages the writer to think about audience,
purpose, key issues, and delivery.
III. Types of Written Communication
A. Business Letters
1. Business letters are used to address formal matters in professional
communication, including cover letters, information sent to customers, and
announcements about business events.
2. Used to communicate with other departments and businesses
3. Used when a downsizing letter is required
B. Employee Reviews
1. Employee reviews are used to provide feedback to employees about their job
performance.
2. These reviews are typically filed with personnel documents.
C. Recommendation Letters
1. Recommendation letters are used to document references for students and
professionals.
2. These are needed when a college/university or employer requests one.
D. Thank-You Letters
1. Thank-you letters are used to express appreciation to coworkers and clients.
2. These can be used as networking notes to remind potential employers of a
recent interview.
E. Memos
1. Memos are short notes or updates reserved for critically important information.
2. Memos can be used to communicate process directives, descriptions of new
policies, procedures, or changes.
F. Proposals and Reports
1. Proposals are used in many business and professional settings to propose
products and services to potential clients.
2. Workforce communication assessments is an inventory or evaluation of the
communication practices of an organization.
3. Reports summarize research and assessment information to inform managers
about important issues related to business.
a. Reports summarize using quantitative data, using numbers,
percentages, statistics, and surveys.
b. Reports summarize using qualitative data, characterized by words,
phrases, responses to open-ended questions, and interviews.
4. Planning Documents
a. Planning documents are forms of written communication presented
with visual designs to lay out a vision of where the company is going and
what specific strategies will be used.
b. Strategic planning is the development of a plan that emphasizes goals,
initiatives, strategies, and targets.
c. Internal communication plans focus on communication taking place
inside the daily operations of any given business.
d. External communication plans focus on communicating information
about the organization or business to citizens or employee families outside
any given business.
G. Press Releases
1. Press Releases are written communications used to send messages and
announcements to a variety of media organizations.
H. Proactive Media Writings
1. Proactive media writing is a form of written communication like a press
release that emphasizes an organization’s commitment to safety and compliance.
2. It helps the organization prepare for negative news that could tarnish the
organization’s reputation.
I. Email
1. Systems used for colleagues to communicate with one another in organizations
IV. KEYS to Excellence in Written Communication
A. Know Yourself
1. Determine if you want to achieve professional excellence in writing not only
through electronic communication but in traditional writing as well.
B. Evaluate the Professional Context
1. Become more audience centered and aware of how you are coming across to
other people in your writing.
C. Your Communication Interaction
1. Become a more professional communicator by making better choices when
using written communication.
D. Step Back and Reflect
1. Become more reflective about the use of written communication and realize
how it could be misunderstood and send the wrong signal.