Business Letters 195 ---------------------------------------------------------------------------------------------------------------------- Dear Housewife, STOP----- ----scrubbing pots and pans. Let us do that for you. There’s no need to get back to the kitchen after the meal, to wash the dishes. You can put all your used dishes, pots and pans into the Sparkle Dishwasher, put in the soap, close the lid and press the button. You can rest while it works to make your dishes, cutlery and glassware sparkle. It will scrub, rinse and dry them. Then it will quietly turn itself off. You’ll find your dishes clean, bright and dry when you go to the kitchen. Come and see Sparkle Dishwasher working on any day, at your convenience between 12 and 19 April, at any of our outlets listed on the enclosed brochure. See how it economises on soap and water. And, you can choose the size you need. Sparkle Dishwasher is manufactured by Tulip, the trusted name in kitchen machines, in collaboration with the Japanese Mitsubishi Home Aid Co. It is guaranteed for fifteen years, and is backed by expert and prompt lifetime after-sales service. As an introductory offer, we are giving a handsome discount of 20% on orders placed during the Demonstration Week from 12 to 19 April. Banish dish-washing! Save water. Get yourself a Sparkle Dishwasher. Sincerely, ---------------------------------------------------------------------------------------------------------------------- 10.4.4 Email Etiquette Email messages used for business purposes must follow the basic rules of good writing. Rules for good email writing have evolved by custom. “Netiquette” is the name given to email etiquette. With most businesses using the Internet and email, knowing “netiquette” is important, and could make or break a business relationship. CU IDOL SELF LEARNING MATERIAL (SLM)
196 English Language and Lab Smart email messages naturally get better attention and response just as well written, concise letters do. Often, just the subject, the look, and a few words of an email message reveal whether the writer knows how to handle email smartly and professionally or uses an efficient and quick medium in a sloppy and careless manner. Here are a few guidelines for making your email messages smart and professional. Use a professional email address: Your email address must include your name so that the recipient knows exactly from whom the email has come. Never use email addresses that are not appropriate for use in the workplace, such as “crazylulu@...” or “coffeelover@...” If you are writing on behalf of your employer, use your company email address. If you are writing from your personal email account, from your own business or for some official purpose such as making an enquiry or a complaint, use a personal email address that includes your real name. Be concise and to the point: Some people receive hundreds of email messages a day. So, the last thing they want to see is a message in fancy style. Keep your message short and concise. It should be no longer than three to four paragraphs. A reader who has to go through a long message is likely to skim through it, and in skimming, might miss important information. You may think that what you say is easy to understand, but sometimes, words can be misconstrued. Watch your words. This will eliminate the need for phone calls to follow up on emails that need further clarification. Think of the message as a telephone conversation, except that you are typing instead of speaking. Leave out information that is not relevant to the matter at hand. In particular, do not mix personal information in a work-related message. If several persons are working on a project at different levels, you may not need to tell everyone everything. Send specific information to specific individuals based on what they need to know and do. Write a specific subject line: This gives the reader a good idea of the contents and makes it easy to deal with the message. The subject line might determine whether the receiver reads, CU IDOL SELF LEARNING MATERIAL (SLM)
Business Letters 197 forwards, files, ignores or deletes your message. A specific subject line should indicate the main purpose of your message. For example, just “Meeting,” is not enough; writing “Meeting needed to discuss April 4 Product launch” conveys the main point at a glance. Other useful information, such as a response date, can also be included in the subject line if you can do it briefly. But be careful not to imply that the subject line gives all the required information. This can be misleading. Many people do not open message from persons they do not recognise on account of the threat of viruses. If you think the recipient might not immediately recognise your name, choose a specific, clear and relevant subject that would establish credibility. Examples: Staff Training meeting tomorrow 10.00 a.m. ABC Corporation: Project Update Blue Horizon Corporation Handbook: Information needed by 23 July Identify yourself, if necessary: If you are sending a message to someone who does not know you or if you are emailing someone you met only briefly, introduce yourself. Keep the introduction short, but include any information that will help the person remember who you are. Include necessary information: If your message is longer than two paragraphs, summarise your purpose in the first paragraph. If several days have passed since your previous communication related to this subject, remind the reader of the context of your message with an introductory phrase such as “Last week you had asked if I could.” This will save the recipient’s time trying to recall what you are referring to. Give the information the receiver needs to know in order to be able to take action. Be sure to include information such as important contact people or relevant deadlines. And, if the email is longer than two paragraphs, restate what has to be done and by when, in the last sentence. Examples: The obligatory Accounts meeting is this Thursday at 4 p.m. In order to keep up with our schedule, you will need to email electronic versions of the revised documents by 25 June. Please send the information no later than Wednesday, 18 November. CU IDOL SELF LEARNING MATERIAL (SLM)
198 English Language and Lab Keep your message focused: Often, people read a received message till they see the first question or request. They begin to reply and then do not refer again to your original message. As a result, you receive a response that does not include all of the information you asked for. To avoid this, use a separate paragraph for each of your questions, requests (or other important points) and number the paragraphs or queries. Also, at the beginning, let the reader know how many points need to be responded to. If your questions are many and complex, consider writing separate emails for each one so that they will be read and answered individually. Maintain a professional tone: Email messages to professional colleagues, clients and employees are formal communication and should be treated as such. Many businesspeople who spend hours polishing their presentation or project report hastily send unbusiness-like, carelessly written email messages to their clients, colleagues and employees. Though an email message is informal compared to most other forms of written communication, the tone and language of an email message must still be professional. It must have: Standard capitalisation Proper punctuation (no exclamation marks) Correct spelling (computer spellcheck does not check everything) Standard fonts and font sizes (not fancy ones) And it must never have: Any shortened or unbusiness-like words, phrases, symbols or emoticons (many people cannot follow them). All caps anywhere in the message. Use italics or bold to emphasise a word/phrase). Any angry or criticising words/phrases It is not appropriate to write: CU IDOL SELF LEARNING MATERIAL (SLM)
Business Letters 199 im trying to finalise the participants for the meeting Wed. p.m. if you plan to attend plz let me no asap. Thnx It must be written in standard English as: I’m trying to finalise the participants for the meeting on Wednesday afternoon. If you are planning to attend, please let me know as soon as possible. Thanks. Take the time to check your message for any errors and to proofread your text. If your message is long or contains complex subject matter, get someone to proofread it to make sure that it is clear and adequately conveys your intended meaning. If you are sending an important email message, treat it like a letter and give it the same care. Use a suitable salutation: The question is of finding the right level of formality without getting too personal. The specific question is, how do you start your message: “Dear Sir”, “Dear Mr. Swaminathan”, “Mr Swaminathan”, “Hello Swaminathan” or none of these? For an official business message, each situation should be evaluated on its own. A general guideline would be: If you normally address a person as Miss/Mrs./Ms/Mr. Swaminathan, then address them that way in email. If you normally call them by their first name, then you can either omit the salutation or use “Hello, Rajesh” or “Dear Rajesh” or “Rajesh”. If you are not sure, stick to the formal salutation. Add your signature to your email message: This means your name as it would be written in a letter. The sender’s identity is not always clear to the recipient since many companies use abbreviated names or numbers for employee email addresses. It is also advisable to include your email address in this information since it is sometimes difficult to locate your email address in the information that is a part of transmission. If your email address is a business address, include your title and company name in the signature. Formal complimentary close is not needed; you can close with “Best wishes”. Quoting from the original message is sometimes necessary while replying. Sending a bare message saying just “Yes” is too blunt and confuses the reader. It is equally confusing and wasteful to include a complete copy of the original just to write “I agree” or “Okay” at the end. The correct method is to quote the relevant portion as illustrated in this example: CU IDOL SELF LEARNING MATERIAL (SLM)
200 English Language and Lab >and do you agree with the proposal to hire Ms. Ross to >handle our legal services? Yes. Please make the necessary arrangements. The ‘>’ before the text indicates to the recipient that this is quoted from his/her last email message. The second sentence is your response to the quoted sentence. Include enough material in the quote so that it will be clear to the recipient. It may be necessary to quote again and again as in this example: >>and do you agree with the proposal to hire Ms. Ross to >>handle our legal services? > >Yes. Please make the necessary arrangements. Arrangements made. Our first meeting is scheduled for tomorrow morning. This has two-level quoting (>>) and one-level quoting (>). The (>>) indicates that the sender is quoting your quote and the (>) is a quote of part of your reply. Of course, this should not be carried too far or else you may end up with is a bunch of “>” and very little text. Never forget that there is no privacy in email: Never send any confidential material by email. With some email systems, the email administrator can read all email messages. Some companies monitor employee email; the reasons range from wanting to make sure users are not wasting time on frivolous messages to making sure that company secrets are not being leaked. Besides, email software (like all software) can occasionally go wrong, and you may receive other people’s email or your email may get sent to the wrong person. Finally, somewhere in the world, there is a hacker who can read your email if he/she tries hard enough because no security is one hundred per cent hacker-proof. Anything you send by email can be forwarded to others, can be posted on various websites, or can be printed and displayed or distributed to others both inside and outside the organisation. Therefore, before sending email, make absolutely sure that you are not writing anything that is private or confidential or even embarrassing if others saw it. CU IDOL SELF LEARNING MATERIAL (SLM)
Business Letters 201 On the other hand, if you want to forward a message that someone has sent to you, consider if you should first ask the person’s permission. Respond promptly: It is professional courtesy to respond promptly to the email messages you receive. You might just have enough time to send a quick acknowledgement saying, “Read your email; I’ll respond to your requests as soon as I return next Thursday.” This lets the sender know that you received their email and will respond in detail shortly. Respond using the original text: It is usually helpful, and saves time and effort to include the text of the original email (copy and paste relevant portions of the original) message into your reply and write your response next to it in a different colour. This establishes a proper orderliness in your responses and also ensures that you respond to all of the main points of the original email. Follow up urgent matters by phone: If you have sent time-sensitive or urgent information be email, follow it up with a phone call. It is just possible that the recipient might miss it on account of pressure of work. A follow-up phone call will alert the recipient to it. Avoid making needless printouts: Print only those messages that you really need for the office file. Almost all email systems have some system, usually called “folders,” that can be used for permanent storage of messages which can be retrieved at any time. You can create a filing structure in the email folders and avoid printing. Send copies only when essential: Consider whether a copy should be sent to anyone. As in the case of a regular memo, you may want to send copies of your email to others in the office or other clients as “FYI” (For Your Information). Sending copies indiscriminately causes needless overload. Delete needless information if you forward a message. Do not forward messages with a whole page of mail-to information before you get to the content. Do not send unsolicited emails: Most people do not like “spam” (junk mail). If you send unsolicited emails, make sure that it has value to the recipient, or it will be deleted unread. Whenever possible, get the recipient’s permission or at least ensure that they know the email is coming. CU IDOL SELF LEARNING MATERIAL (SLM)
202 English Language and Lab Keep the internal clock and date settings of the computer accurate. This will prevent problems when sorting the messages chronologically. 10.5 Summary The letter is an important form in business communication. It has many advantages over other modes of communication and forms a large bulk of business messages. The appearance of a business letter is important since it is the organisation’s first visual contact with other organisations and customers, and makes an impression. The business letter has a standardised format. All parts of the letter must be correctly positioned on the letterhead, and must be written in an acceptable style. Since there are some variations in the style for most parts, an organisation has to adopt the style it wants and ensure that all its letters are laid out in the adopted style. The styles of layout most commonly used are the modified block, the full block and the semi-indented. The variations are in indentation of the parts and the paragraphs, and in punctuation of the parts. The house style must be used for the organisation’s letters. A business letter needs careful planning. Most letters can be organised into three to four paragraphs: a short introductory rapport-building paragraph, the main message in one paragraph, and a closing goodwill sentence with call to action. Inquiries and orders are routine informative letters that need attention to details of requirements. Clarity and correctness are very important qualities of these letters. Sales letters have to be persuasive and need flair for writing. They are structured to attract attention, create interest and desire, win confidence and induce action. Email is increasingly used for business messages. It is important to know proper rules of etiquette, format and style of writing email related to official work. Subject line, salutation, signature and the tone of the text must be suitable to the content and occasion. It is important to remember not to use email for confidential messages as confidentiality is an issue in email. CU IDOL SELF LEARNING MATERIAL (SLM)
Business Letters 203 10.6 Keywords/Abbreviations Indention: The space between the margin and the beginning of text. Layout: The way or design in which the parts of a letter are placed on the sheet of paper. NOMA: Acronym for National Office Management Association. This style of layout was created by the Association. Quotation: A formal statement setting out the estimated cost for a specific purchase or job or service. It included all terms of work to be carried out and payments to be made. Netiquette: Rules of etiquette and propriety to be used in email messages. 10.7 Learning Activity 1. Collect as many letterheads as possible. Examine what details are included and how they are placed. Try to decide which one you like best. After discussion with some friends, choose one that you consider the best and explain the reasons for your choice. ----------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------- 2. Although good newsletters are the easiest to write, some people write them poorly. Analyse the following poorly written letter which carries good news. Dear Meera, We have finally reviewed your application for graduate study at Colorado State University. Due to the large number of applicants this year, competition was very tough, but luckily, we have recommended you for acceptance. Also, to keep our students happy, we were fortunate enough to be able to offer a teaching assistantship, whereby you would work 20 hours a week. This assistantship also comes with a non-resident tuition waiver for the first year. If you don’t do well, though, we cannot give you another assistantship. CU IDOL SELF LEARNING MATERIAL (SLM)
204 English Language and Lab It occurred to us that you probably don’t have enough information to make a sound decision. The enclosed flyer provides a detailed description of our Cognitive Psychology Program, including the program of study, degree requirements, mentorship program, faculty research interests and laboratory facilities. Since other qualified students are on a waiting list for admissions, please notify me in writing of your decision to accept or reject admission as soon as possible. Sincerely, Discuss the shortcomings of the letter in your study group and list them. Each member of the group should remove the faults and rewrite the letter to make it effective. Exchange your version with that of another student and examine the other student’s letter. What makes it effective? Does it need further revision? ----------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------- 1.8 Unit End Questions (MCQ and Descriptive) A. Descriptive Type Questions 1. Write short notes on: (a) Postscript (b) NOMA style of layout (c) Features of Hanging Indention form of layout (d) Opening paragraph of a business letter 2. Why is a letter an important mode of communication in business? 3. What are the advantages and disadvantages of the Full Block form of layout? 4. What preparation will you make before writing a business letter? CU IDOL SELF LEARNING MATERIAL (SLM)
Business Letters 205 5. Invite a marketing agency to quote terms for designing a marketing campaign for a new product [choose any product you like] you intend to launch shortly. Give all required details. 6. A public library intends to buy display boards and racks. Draft the Librarian’s letter asking Jupiter Displays for their catalogue and quotation. The letter should stress that a substantial concession is expected as it is for a free public library. 7. A long standing customer has placed an unusually large order for designing and printing his company’s office stationery. Write a letter acknowledging the order and showing appreciation of his regular orders and prompt payments. 8. Draft a sales letter to promote the sales of your air purifiers. 9. Choose any product or service with which you are familiar and draft a sales letter to promote its sales. 10. As agent for a chain of hotels at hill stations and holiday resorts, draft a sales letter to be sent to high income group persons, offering special off-season packages. B. Multiple Choice/Objective Type Questions 1. A letter addressed to Comfy Furniture, with an attention line to Ms Sarika Menon, would have the salutation ___________. (a) Dear Madam, (b) Respected Sir, (c) Sirs, (d) Dear Ms Menon, 2. The correct form of writing the complimentary close in official letters is ___________.. (a) Your’s truly, (b) yours truly, (c) Your Truly, (d) Yours truly, 3. Attention line is used when ___________. (a) The first line of inside address is the company’s name but you know the name of the person handling your matter (b) The letter is addressed to the person named in the attention line CU IDOL SELF LEARNING MATERIAL (SLM)
206 English Language and Lab (c) You know the name of only one person in the organisation (d) The letter is confidential and others should not read it 4. In the modified block form, ___________. (a) Paragraphs are indented from the left margin, and date and complimentary close are on the right (b) Paragraphs, date and complimentary close, all begin at the left margin (c) Paragraphs begin at the left margin, and date and complimentary close are on the right (d) Paragraphs begin at the left margin, date is on the right, and complimentary close is at the left margin 5. A function of the last sentence of business letter is to ___________. (a) Impress the reader with your efficiency (b) Win the reader’s goodwill (c) Make the reader feel obliged to you (d) Demand immediate action from the reader 6. Of the following statements, the correct one is ___________. (a) Email is quite suitable for confidential messages (b) Your message may not be opened if the subject line is not clear (c) It is necessary to date your email messages as you would date your letter (d) You can use informal language for writing any email message Answers 1. (c), 2. (d), 3. (a), 4. (c), 5. (b), 6. (b). CU IDOL SELF LEARNING MATERIAL (SLM)
Business Letters 207 10.9 References Books: 1. Gartside, L.: Modern Business Correspondence [Pitman Publishing]. 2. Shurter, R.L.: Effective Letters in Business [McGraw-Hill Book Company]. 3. Urmila Rai and S.M. Rai: Business Communication [Himalaya Publishing House]. CU IDOL SELF LEARNING MATERIAL (SLM)
208 English Language and Lab UNIT 11 OFFICIAL WRITING Structure: 11.0 Learning Objectives 11.1 Introduction 11.2 Agenda and Minutes 11.2.1 Notice of Meeting 11.2.2 Agenda 11.2.3 Minutes 11.3 Circulars and Notices 11.3.1 Circulars 11.3.2 Notices 11.4 Memorandums 11.4.1 Purpose of a Memo 11.4.2 Format of a Memo 11.4.3 Writing a Memo 11.4.4 Examples of Memo 11.5 Office Orders 11.5.1 Examples of Office Order 11.6 Summary 11.7 Keywords/Abbreviations CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 209 11.8 Learning Activity 11.9 Unit End Questions (MCQ and Descriptive) 11.10 References 11.0 Learning Objectives After studying this unit, you will be able to: Use office document formats correctly. Write clear and courteous messages to seniors, juniors and peers. Differentiate the distinction between a notice, a circular, a memo and an office order Explain the meeting of agenda and minutes Draft any office document effectively 11.1 Introduction Every organisation requires frequent and regular communication among its members for the purpose of carrying out its tasks. Much of this communication is done orally and informally, but there are some things that need recording as the information may be needed again and by several persons at different times. Some issues are discussed in a formal meeting. A meeting needs support of written documents such as notice of the meeting, agenda and minutes. Decisions are taken at different levels by various working groups such as teams, departments, committees, and the decisions need to be conveyed to others who would be affected. Information has to be constantly exchanged in the organisation in the course of daily work for the completion of various tasks. This includes new rules, changes of routine, new information, reminders, information details or clarifications needed for the purpose of a larger task and so on. Memos, notices, office orders and circulars are used to convey the information. CU IDOL SELF LEARNING MATERIAL (SLM)
210 English Language and Lab Different documents have different formats and style of writing depending on the purpose and the target audience. Everyone working in any kind of organisation must be able to write these official documents using the correct format. Office documents are informative or explanatory messages and are written in simple straightforward, concise style. Some documents such as notices, agenda and minutes also form important records of work. Some of the documents such as memos and circulars are written in varying degrees of formality as required by the situation. An office document always has a title on top and a subject line before the text begins. Within the document, there may be sections with sub-headings. A document may also contain bulleted and numbered lists. These are aids for structuring and organising the content. All office documents are standardised. Each organisation may use its own form and style. Templates are available for all of them on various websites and a company may have its own draft or template on the internal section of their website. 11.2 Agenda and Minutes When a meeting is to be held, a notice of the meeting is sent to all persons who are required to attend the meeting. To enable members to prepare for the meeting, the notice includes the agenda which is a list of items to be discussed in the meeting. Whatever decisions taken are noted in the minutes. Minutes are sent to all persons who were asked to attend the meeting. 11.2.1 Notice of Meeting The notice of a formal meeting is printed on the organisation’s letterhead. For informal meetings, the notice is printed out on plain paper with the sender’s contact information as heading. The notice must always include the following points: (i) Name of the body/group which is to meet (ii) Day, date and time of the meeting (iii) Venue of the meeting, i.e., the address and the specific room/hall (iv) Agenda of the meeting CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 211 The following are examples giving these essential details: There will be a meeting of the Executive Committee on Wednesday, 8 April, 2019, at 11.00 a.m. at the Registered Office, in the Conference Room, to discuss ... A meeting of the Managing Committee will be held on Saturday, 9 November 2019, at 10.00 a.m. in the Committee Room at the Registered Office, to discuss the following items. A meeting of the Placement Committee will be held in Room No. 506, at 3.00 p.m. on Friday, 22 November 2019 to discuss the items listed below. Public companies and many registered voluntary organisations use a legal form of notice for general body meetings. The notice is accompanied by the agenda for the present meeting and the minutes of the previous meeting. There may also be notes and background papers related to different items on the agenda. The notice of the meeting must be sent well in advance, according to the requirements laid down in the organisation’s rules. Usually, at least a week’s notice is required. If members have to come from different places to attend the meeting, longer time is required. Here is an example of the annual general meeting notice of a large registered voluntary organisation. ------------------------------------------------------------------------------------------------------------ Notice of Meeting 20 August 2019 To All Members Notice is hereby given that the Annual General Meeting of Members of the Mumbai Managers’ Association will be held on Tuesday, 24 September 2019, at 4.00 p.m. at the Taj Mahal Hotel, Mumbai, in ABC Conference Hall, to transact the following business: CU IDOL SELF LEARNING MATERIAL (SLM)
212 English Language and Lab To receive and adopt the Income & Expenditure Account, the Balance Sheet, the Report of the Auditors, and the Report of the Committees for the year ended 31 March 2019. To declare the results of the election of the President, Vice-President, Hon. Secretary, Hon. Treasurer, and Four Ordinary Members of the Executive Committee for the years 2019-20 and 2020-21, in accordance with Rule 34(iii) of the Rules and Regulations of the Association. To appoint Auditors for the year 2019-21 and fix their remuneration0 To consider any other matter that may be brought forward of which written notice of at least seven days has been given. By Order of the Executive Committee (Emile Gala) Honorary Secretary Mumbai 3 September 2019 ------------------------------------------------------------------------------------------------------------ TATA ENGINEERING AND LOCOMOTIVE CO. LTD. Mumbai House, 24, Homi Modi Street, Churchgate, Mumbai 400 023 Ref. No. 123/MJ/92 16 July 2019 Mr. Mahipal Jain A-3/15, Mahesh Nagar S.V. Road, Goregaon (W) Mumbai 400 062 CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 213 Dear Mr. Jain, A meeting of the Board of Directors will be held on 5 August 2019, at the registered office of the company at 2 p.m. The Agenda for the meeting is given below. Please be present at the meeting. Yours sincerely, P. A. Thakore (Secretary) Encl.: Agenda. Item No. Particulars 1. To confirm the minutes of the last meeting 2. To produce list of accounts for payment and sign the cheques for payment 3. To approve transfer and transmission of shares 4. To put the proposal to appoint Messrs. Suraliwala & Sons as agents in Mumbai 5. To fix the date of the next meeting R.R. Mehta Chairman ------------------------------------------------------------------------------------------------------------ If a meeting is expected to go on for a long time, it is customary to indicate in the notice that tea/lunch will be served. It is also necessary to indicate whether travelling allowance will be paid to those who attend the meeting. 11.2.2 Agenda Agenda is a list of items to be discussed at the meeting. It is also called Business. It may be included in the notice of the meeting as shown in the examples above; or it may be sent as a CU IDOL SELF LEARNING MATERIAL (SLM)
214 English Language and Lab separate document enclosed with the notice. If it is a separate document, it has a heading like the following: Agenda Placement Committee Meeting of 22 November 2019 Items included in the agenda are written in the order in which they are to be taken up in the meeting. According to rules of conduct of a meeting, apologies for absence received from members are taken up and recorded before the Agenda is taken up. The agenda begins with the item “Approval of Minutes” because the minutes of the previous meeting must be approved and signed before any new matter can be taken up by the present meeting. This item may be written in the agenda as “Minutes” or in greater detail as “Approval of minutes of previous meeting”. The second item is usually related to matters arising out of the minutes. This may be indicated in the agenda as “Matters arising”. However, it is not necessary to indicate this item in the agenda because it is understood that when the minutes are read out, accepted and signed, any matters related to the items will be taken up. The new items are set out after this. Some of the items may be routine requirements, such as payments to be passed and cheques to be signed, progress reports or review of activities. There are two styles of writing Agenda items: (i) In the form of nouns: Approval of minutes Appointment of sub-committee to look into losses Proposal to open a branch in Membership drive Fund collection Review of the month’s activities CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 215 (ii) With an infinitive verb: To approve minutes of previous meeting To appoint a sub-committee to look into To consider a proposal to open a branch To organise a membership drive To collect funds To review activities of the month All the items of an Agenda must be written in the same style. When all the items on the agenda have been dealt with and decisions recorded, the chairperson of the meeting may allow members to raise any items which are not on the agenda, if time permits. The chairperson may also raise a matter which is not included in the agenda. To allow for this, the item “Any other business with permission of the Chair” (also written as “Any other business”) is usually included at the end of the scheduled business items. The final item is usually, “Date of next meeting” (also written as “Next meeting”). It is the usual practice to fix the date of the next meeting before the current meeting is ended. The order of the items on the agenda cannot be changed during the course of the meeting except by consent of the members. The chairperson of the meeting must take great care to decide the order in which the items are to be written on the agenda, especially if there are likely to be controversies over any of the items. It is desirable to have urgent items and non-controversial items first. A specimen Agenda is given below: ------------------------------------------------------------------------------------------------------------ AGENDA Managing Committee meeting to be held on … 1. To confirm the minutes of the meeting held on 25 July, 2013 (enclosed). CU IDOL SELF LEARNING MATERIAL (SLM)
216 English Language and Lab 2. To approve the Revised Budget for 2012-13 and the Budget Estimates for the year 2013- 14, with or without modifications (will follow). 3. To consider applications for Life Memberships (list enclosed). 4. To review the working of the Society and its Institutions. 5. Any other matter permitted by the Chair. 6. Next meeting. ------------------------------------------------------------------------------------------------------------ 11.2.3 Minutes A record of the decisions taken at the meeting is called Minutes. All companies, statutory bodies, social organisations, associations and committees have to maintain a record of the meetings. Minutes are the official record of work done and decisions taken at the meeting of members. They must be precise and clear. They record what was decided and done. The minutes of companies and statutory bodies are written in formal style. Other organisations write minutes in informal style. Each item on the agenda has a corresponding minute. The minutes are numbered. At the next meeting, the minutes are read out by the secretary or may be taken as read if a copy was sent to members; the minutes are then approved and signed by the chairperson and the secretary as a correct record of the meeting. Minutes are a legal document and can be produced in a court of law as evidence. Composition of Minutes The following items are essential parts of minutes: (a) Name of the body and nature of the meeting (b) Day, date, time and place of the meeting (c) Name of chairperson of the meeting and names of members present (list is attached if there are many names) CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 217 (d) Names of persons “in attendance”, that is, any invited officials like the auditor, the solicitor, who are not members of the meeting (e) Leave of absence to those who are not present These details are laid out as shown below. Note that items (a) and (b) form the title of the document. ------------------------------------------------------------------------------------------------------------ Minutes of the First Meeting of the Board of Directors of Sadguru Trading Corporation Ltd. held at the Registered Office on 12 February 2019, at 4.00 p.m. The following members were present: Shri ABC, Chairman & Director Shri DEF, Director Shri GHI, Director Shri JKL, Director Shri MNO, Director In attendance: Shri XYZ, Secretary Shri PQR, Solicitor Shri LKR and Shri PNT had intimated their inability to attend, and were granted leave of absence. ------------------------------------------------------------------------------------------------------------ CU IDOL SELF LEARNING MATERIAL (SLM)
218 English Language and Lab ------------------------------------------------------------------------------------------------------------ Minutes of the Meeting of the Managing Committee of Friends of Trees, held on Friday, 18 June 2019, at 5.00 p.m. at the Registered Office of the Society The following members were present: Shri G.E. Bhabha, in the Chair Smt. Priti Shah Dr. S.N. Velankar Dr. (Smt.) Avan Setalvad Shri Rajesh Mehra Shri S.N. Sheth Shri Shamak Dorabji was present by invitation. Smti Lily Sengupta had intimated inability to attend and was granted leave of absence. ------------------------------------------------------------------------------------------------------------ The minutes are recorded below these details. The first minute is always the reading and confirming of the minutes of the previous meeting. For example: Minutes of the meeting held on 18 June, 2019, which had been circulated earlier, were taken as read, and were approved and signed. The Secretary read out the minutes of the last meeting held on 18 June, 2019. They were signed as a correct record of the meeting. If there is a Condolence resolution, it is passed before the confirmation of the minutes. A condolence resolution is an expression of sympathy and grief on the passing away of someone who was related to the meeting group in some way, or was a person of public importance and status. CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 219 In the case of a group that has frequent meetings, the next meeting date is fixed at the end of every meeting. This appears as a concluding item in the minutes. The next meeting was fixed for 10 November 2019 The final item of the minutes is the ending of the meeting with a Vote of Thanks to the Chair. There being no other business, the meeting ended with a vote of thanks to the Chair. Other items in the minutes depend on the agenda. Every item on the agenda must have a corresponding item in the minutes. Method of Writing Minutes The style and method of writing minutes is fixed by custom and practice by each organisation. Minutes may include only the resolutions without details of the discussion which took place before the decision was taken; or it may include a short summary of the discussion and a statement of the reason for the Resolution. Very formal minutes include the proposal with the name of the proposer and the seconder, a short summary of the discussion and finally, the resolution. Organisations usually have an adopted style in which the minutes are to be written. For internal and informal meetings, most organisations adopt the style of action notes. This style of writing minutes makes it easy for the meeting leader to follow up and track the progress of the team’s work. An action note includes the following details: Agenda item: Task description: Why is this a priority task: Deadline: Assigned to: CU IDOL SELF LEARNING MATERIAL (SLM)
220 English Language and Lab Next step: Examples: Agenda item 3: Prepare budget for Project XXX. Keep in mind xxx; consult yyy. Deadline: March 10, 2020. Assigned to: Ramesh. Hand over to Manohar by March 11, 2020. Agenda item 4: Blog posts for August. Goal is to engage larger audience and improve response by 5%. Task due: June 20, 2019. Assigned to: Meenal. Send to Ambrish June 21, 2019. The details can be tabulated for easy reference. You can have a format template which can be used for any meeting. Language of Minutes (i) Minutes are written in simple past tense; for example: The Secretary read out..... The Chairman informed..... The meeting ended...... (ii) Many of the items are written in passive voice; for example: The minutes....were taken as read, and confirmed and signed. The progress report for December was presented... The Secretary was authorised.... The next meeting was fixed for ...... (iii) Impersonal passive voice is used for recording decisions and resolutions. The impersonal passive voice is used only for verbs of mental action such as decide, resolve, suggest, recommend, etc. These are not physical actions and can be taken by a group collectively. Here are some examples: It was decided that a committee be appointed... CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 221 It was resolved that the meeting be adjourned. It was decided to create a separate fund for the purpose. Resolved that a separate fund be created for the purpose. (iv) The verb describes an action that is proposed or intended or planned or thought of, but not yet completed. It is used only for the verb to be, and only with verbs of command or desire; for example: I move that Mr. Samant be appointed... I propose that the Secretary be authorised... When the suggestion is adopted by the meeting, the common decision is recorded as a resolution to take action; for example: It was resolved that Mr Samant be appointed... But this is still only a decision to appoint; it does not indicate that the appointment was actually made at that time. To indicate that the appointment was actually made, the resolution must be written as follows: It was resolved that Mr Samant be and is hereby, appointed... It was decided that the Secretary be, and is hereby, authorised to... Resolved that a Committee consisting of Mr. ABC, Mr. DEF and Mr. PQR, be, and is hereby, appointed to... A complete resolution indicating that a decision was taken and action is to be started, will be expressed as follows: Resolved that a new building be constructed on the north side of the factory for the staff welfare centre. It was further resolved that the Secretary be, and is hereby, authorised to invite tenders for the construction and to make any other arrangements required for getting the building constructed. CU IDOL SELF LEARNING MATERIAL (SLM)
222 English Language and Lab A Resolution has a heading indicating what it is about, e.g., Appointment of Secretary Appointment of Bankers Endorsement of Cheques Signature on Negotiable Instruments 11.3 Circulars and Notices Circulars and notices are both documents for mass communication. They are meant for a large number of recipients and are meant to give important information to a group of persons concerned with the subject. While circulars are made into copies and sent to each individual recipient, a notice is put up on notice boards for everyone to see. A circular reaches the hands or mailbox of the intended recipient while a notice could be missed by an individual who might not have seen the notice board. Sometimes, important information is put up on the notice board and also sent in the form of a circular to ensure that no one concerned misses the information. For some kinds of important information, it is a legal requirement that the organisation should ensure that those who are entitled get the information. For example, shareholders are entitled to receive information about certain events and changes in the company’s work. The company would send out a circular to all shareholders and also announce the information through public notice in newspapers. 11.3.1 Circulars Circulars are in the form of a letter, but are not addressed to any specific individual. Circulars are mass produced and have a generic singular salutation such as Dear Customer, or Dear Shareholder, or Dear Account Holder, or Dear Member. Note that the salutation is not in the plural even if the circular is sent to a plural entity like an organisation. The complimentary close is Yours truly, as in business letters. Copies of circulars are prepared without any inside address, but space may be left for an address label to be attached. Most companies use the mail merge facility to enter individual name and address and salutation if the circular is sent by email. If an address label is used, the circular is inserted into a window envelope for mailing. CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 223 There are many occasions in business when a large number of persons such as all customers, all suppliers or all staff have to be given some information about important developments that would affect them in some way. For example, change in the company’s location, new policies or procedures for ordering or supplying of goods, or adoption of new practices for making transactions and so on, would affect existing customers. The information needs to be conveyed to the concerned group of people. If office timings or policies related to leave are to be changed, an internal circular might be sent to all staff giving details of the changes. Large organisations with many locations and branches also send circulars from the Head Office to all their branches and other locations to inform them of changes, and to explain and clarify new policies. The occasion is also used as a good opportunity to show appreciation of customers and business associates, and to build goodwill with the specific segment of the organisation’s public. The circular may include a paragraph to express appreciation, to request further cooperation, to offer more facilities and to invite the receiver to visit. The tone of a circular must be suitable for its content and for the organisation’s relation with the recipient. For example, a circular to staff addressing an issue of punctuality or absenteeism, may have a stern tone, while a circular that announces a new canteen facility or a further education scheme for the staff would have a cheerful tone. A staff circular may also be sent to express appreciation of some staff achievement or a celebration event; this would have a congratulatory tone. Keep a circular short and simple; people do not like to read long circulars. Personalise the letter as far as possible. Use a personal tone. Say, “you” in order to make the letter personal; avoid saying “our customers” or “our clients” or “all customers.” Here is a list of impersonal phrases with the improved, personal phrase. Impersonal Personal Everyone who visits our new office will see… When you visit out new office, you will see… We are happy to inform all our customers… We are happy to inform you… Our clients now have the facility to… You now have the facility to… Anyone who buys … now gets… When you buy… you now get… CU IDOL SELF LEARNING MATERIAL (SLM)
224 English Language and Lab Different types of circulars are discussed in convenient groups below. 1. Expansion: (a) Opening of a new branch, (b) Opening of a new department, (c) Expansion and/or renovation of existing premises, (d) Shifting to new premises and (e) Starting of a new service/product. All these have sales value as they indicate success and development which comes from good service as well as customers’ patronage and goodwill. The expansion should be announced with the proper spirit and “you” attitude, showing how the additional facilities will benefit the customers. Take care not to sound boastful of your own achievement. Any new address and telephone numbers should be displayed. The circular may also include an invitation to the inauguration or to pay a visit to the new section. Special points for each of these are as follows: (a) Opening a branch: Includes date of opening, address, telephone numbers and give the name of the manager. Instructions for future correspondence may also be included. (b) Opening new department: Information about the function of the new department; date of opening, its location (in the office building or at another address), any demonstrations and/or discounts during the first week. (c) Expansion/renovation: If the regular working hours/schedules are likely to be disturbed or closed for a short period, the letter must give information of any revised schedule/ timings or possible delays during the period. (d) Shifting to new premises: If there are likely to be delays and disturbance in the schedules, request customers to overlook the inconvenience. Display the address of the new location, enclose a map and directions for approach, give instructions for addressing correspondence and making telephone calls from a specific date. (e) Starting new service: Give information about the new service, date of starting, location and additional telephone numbers if any, names of persons to be contacted. CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 225 Points: (i) Announce the expansion indicating why it was needed (ii) Give details of date, place, timings, etc. (iii) If there is likely to be any temporary closure or disturbance of timings or schedules, request readers to overlook the inconvenience (iv) Express appreciation of patronage/co-operation and request same support in future (v) Invite to visit or attend inauguration The letters below show how shifting to larger premises or opening of a new branch can be used to convey a sales message. ------------------------------------------------------------------------------------------------------------ Dear Customer, The steady growth of our business has made it necessary for us to move to larger premises. Our present factory is too small to be able to produce sufficient goods to meet the rising demand; in order to ensure that our customers do not have to wait for supplies, we have taken a larger building at Wallace Road, Chennai. Our new address is: 252, Wallace Road Chennai xxxxxxx There is no change in our telephone numbers or other contact details. The new premises are spacious and easily accessible by road and railway. There will be larger machines and more space for dispatch work. Easy accessibility will make prompt dispatch of goods easier. The shifting work begins on the 22nd, and will be completed by the end of this month. There will be a slight displacement of the working schedule during the time, and there may be some inconvenience. We request our customers to bear with us. All goods ordered from the 1st of next month will be delivered according to a new schedule. CU IDOL SELF LEARNING MATERIAL (SLM)
226 English Language and Lab We take this opportunity to thank you for your patronage and hope to render even better services in the future. Yours truly, ------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------ Dear Customer, We are happy to announce the opening of our new branch at Bandra for the convenience of our customers in North Mumbai. Our Bandra branch is situated at: Plot no 29, Bandra-Kurla Complex Mumbai 400 0xx It is large and spacious, and you will find it comfortable to shop there. It has also a large parking area, exclusively for our customers. The branch will be stocked with all the varieties of glass and crystal products that we have at our Fort shop. Mr. A.C. Parikh, who was in the Fort shop for four years, and is himself a resident of Andheri, North Mumbai, will be in charge of the new branch. We cordially invite you to visit the new branch on the opening day, 15 January, at any time between 8.00 a.m. and 8.00 p.m. Every customer who makes an opening day purchase of ` 500/- or more will carry home a handsome gift. We take this opportunity to thank you for your patronage and assure you that we shall always continue to make shopping a pleasure for our customers. Yours truly, ------------------------------------------------------------------------------------------------------------ CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 227 ------------------------------------------------------------------------------------------------------------ Dear Customer, We are starting home delivery service from 15 February. Also, you can order your requirements by telephone or by email. You can buy your month’s purchases and leave it to us to deliver at your house on the same day. A fleet of vans has been acquired, and all purchases of ` 200/- and more will be delivered free. On your next visit, you will receive our regular buyer card with an exclusive number. You can then order your requirements by telephone, and pay for them when they are delivered to you. On completion of purchases of ` 10,000/-, you will be entitled to additional discounts and gifts. We expect to meet you shortly, when you visit the shop for your next month’s purchases. You will not have to carry them. Yours truly, ------------------------------------------------------------------------------------------------------------ 11.3.2 Notices A notice is a plain composition and is not addressed to anyone. It has the title NOTICE in capitals. This may be followed by a sub-title indicating what it is about, for example, ------------------------------------------------------------------------------------------------------------ NOTICE Change in Lecture Timings ------------------------------------------------------------------------------------------------------------ A notice should always be dated. The date may be placed at the top or at the bottom, preferably on the right since it is easy to refer to it when the notice is in a file. A notice is signed by the authority issuing it; the person’s name is typed below the signature. The signature is usually on the right at the end of the text. CU IDOL SELF LEARNING MATERIAL (SLM)
228 English Language and Lab A notice is used when all or a large segment of people in the organisation have to be given the same information. It is the most common method of mass communication within an organisation. A notice is short and the language is simple. It is typed in a large easy-to-read font, and with double spacing between the lines. A notice is put up on a notice board. If the notice is meant for a small number of persons, a copy may also be circulated among them for signature. Notice board is a medium for public communication within the organisation. A notice board is placed at a location where it can be seen by the persons for whom it is meant. Notice boards need care and attention. They must be attractively laid out. Overlapping notices and crowding of too many notices gives the notice board a poor appearance and makes it difficult to read. An up-to-date notice board is neatly laid out and does not carry outdated notices. It must look attractive in order to get attention. Notices typed in double spaced lines, in large font, with wide margins are easy to read. A notice must be drafted in clear language. It must also be short so as to fit on a single sheet. A notice is an announcement and does not have to give details of the topic. If it is about a complex topic, it may refer to detailed information available in the office for reference. A notice may be just a one-line announcement like the following: ------------------------------------------------------------------------------------------------------------ 15 October 2019 Notice The office will remain closed from 28 October to 2 November on account of Diwali. Sd/ Office Superintendent ------------------------------------------------------------------------------------------------------------ A longer notice would be required for more detailed information. CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 229 ------------------------------------------------------------------------------------------------------------ Notice The Final Examination for all courses will begin on 21 March 2020. The timetable is displayed separately for each course on the dedicated notice board. The portion for the examination will be the entire year’s course. Each paper will be of three hours and will carry 80 marks. All assignments must be submitted by 28 February. Students who do not complete and submit their assignments by this date will not be allowed to write the final examination, according to the University rule. Sd/ 3 March 2020 Principal ------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------ R.J. Informatics Limited Notice Date: 24 November 2019 The management has received several representations from members of the staff living in rented flats that the company should raise the house rent allowance in view of the maintenance charges that they have to pay to their housing societies. The societies are not willing to include the amount in the rent as it raises their income tax while they have to spend the money on services such as cleaning the common areas, garbage collection, maintenance of lift, water pump and so on. The Board of Directors considered the issue at their last meeting and has decided to reimburse the maintenance charges on production of the rent receipt showing the charges. The house rent allowance will remain the same as before. CU IDOL SELF LEARNING MATERIAL (SLM)
230 English Language and Lab Meghna Tumkur Managing Director ------------------------------------------------------------------------------------------------------------ R.K. College of Commerce Staff Notice Date: 30 June 2019 The Management of ABC Society, the parent body of the college has decided to give an annual book grant to teaching Faculty of the college. Staff members who buy books up to ` 5,000/- will be reimbursed 50% of the price of the books every year. The bill and the books must be brought to the college library where they will be stamped with the Book Grant seal of the Management. The grant is applicable from the current year, 2019-20. The bill must be produced for the payment of the grant by 30 March, each year. B.R. Josji Principal ------------------------------------------------------------------------------------------------------------ Public Notices Notices put out for the general public by government bodies, corporates or individuals are published in newspapers. They are related to any matter which has to be announced to the public. The subject may be anything from closure of a road for repairs, cut in water or electricity supply to specific areas during specific days/hours, to announcement of property or goods for sale, or loss of goods/documents. Daily newspapers contains a large number of public notices on a variety of matters. The Cs of communication are very important. One very important point is that space in newspapers is costly; it is paid for by centimetres used, across columns. Therefore, it is necessary to be able to CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 231 draft a notice with the minimum number of words without losing clarity. Loss of clarity might give rise to legal problems if the notice suggests more than one meaning. Study the notices in daily newspapers and see if they are clearly understandable. Redraft any that you feel could be either simplified or shortened. 11.4 Memorandums The common short form of memorandum is memo. Memo is a short note or a record or statement of something. It is usually a reminder that something needs to be done or acted upon. It gives the main points of a matter on which action has to be taken. It is an informal message, sent between two or more employees of the same company, concerning company business. A memo is internal communication of an organisation and is not sent to persons outside the organisation. It may be sent to one person or to a number of persons who are concerned with the subject matter. It may be in physical form or sent by internal email. A memo is not as formal as the letter, but is still an official business message. It must be drafted with care and follow the principles of business writing. 11.4.1 Purpose of a Memo Writing effective memos helps keep the communication lines open in the company or department. They should be kept simple and short. A memo is used only for communication within the organisation. It may be from one person to another or to several persons. The purpose of a memo may be: To ask for information To give information To request decision or action To convey information about action or decision on an issue CU IDOL SELF LEARNING MATERIAL (SLM)
232 English Language and Lab 11.4.2 Format of a Memo A Memo has only two sections: the heading and the body. Many organisations use memo pads with pre-designed formats. A Memo format may be either vertical or horizontal. In the vertical format, all the lines of formal information begin at the left margin as shown below. Date: October 6, 2019 To: David Philip From: Shawn Paulson Subject: Language Requirement In the horizontal format, the “To” and “From” lines begin at the left margin, while the “Date” and “Subject” are at the right. To: David Philip Date: October 6, 2019 From: Shawn Paulson Subject: Language Requirement Each of these four fields must be filled in carefully. To: This space is for the name of the person(s) to whom the memo is sent. Courtesy title (Mrs., Ms, Mr.) or professional title (Dr., Dean, etc.) may be omitted if the organisation’s policy, and the relationship between the writer and the addressee allow it. When writing to persons of higher rank, the title must always be included. For a formal memo, the addressee’s full name must be used; for an informal one, the first name may suffice. If the addressee’s name alone is not enough to identify the person, add the job title and/or department name after the name (for example, To: Jatin Naidu, Accounts Office). If the memo is addressed to several persons, list their names alphabetically or in the order of their seniority in the organisation. If many names are required, you can write “To: See Below” and list the names at the end of the message. If the group is too large to list all the members individually, an identifying classification, such as “Faculty and Staff” or “Process Engineers” is written after “To.” CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 233 From: The writer’s own name is written on this line. One’s own name is always written without any courtesy title or professional title. It is not appropriate to use a courtesy/professional title with one’s own name. If you think the addressee may not know you, add your job title and/or department name. A memo is not signed but if you choose to sign it to personalise it or to indicate authorisation, put your initials below or above or to the right of your name. Since different organisations have different practices, follow your organisation’s practice. A memo is always official even if it is not signed. Date: Write the full name of the month or its standard abbreviation but do not write a number for the month; since practices vary with regard to writing the day or the month first, a date written in numerals can cause confusion; 2/4/2009 will be read as 2 April in British practice and as February 4 in American practice. Hence, it is better to follow the practice of writing the name of the month. Subject: The subject should be stated concisely and accurately. The subject line often determines where the memo is to be filed. Layout: A memo should— have a one-inch margin all around be left justified have block-style paragraphs be single spaced unless the memo is very short have double space between paragraphs use an easy-to-read 12-point font Note that a memo does not have any salutation or complimentary close. It also does not have a signature at the bottom. 11.4.3 Writing a Memo A well-written memo is informative and concise. It needs preparation and organisation. CU IDOL SELF LEARNING MATERIAL (SLM)
234 English Language and Lab Preparation: Decide the exact objective. What is to be achieved by sending this memo? It should be possible to state the objective in a single sentence; for example, ‘to remind the staff of the need for maintaining cleanliness in the office’ or ‘to explain the background of the court case no --- to Mr. xxx who will be attending the hearing on the 16th’ or ‘to inform staff of changes in office timings’. The objective is not written in the memo, but helps the writer to organise the content. It also helps to frame the Subject. Organisation: Organise the material to suit the purpose of the memo. The content can be organised by decreasing order of importance or by increasing order of importance. Organising by decreasing order of importance is used when the reader is well acquainted with the topic. The most important point is given first (this does not mean repeating the “Subject” statement). This method spares readers needless waste of time in reading information that they already know. Supporting facts are given in subsequent sentences for readers who may be unfamiliar with the subject. The background information is given last. Readers who need this information to understand the message will take the time to read it; others may skim it or skip it. Most business memos use this pattern. Organising by increasing order of importance is suitable for certain types of occasions and messages. For example, announcing bad news or when the reader(s) needs a significant amount of prior knowledge to understand the main idea. For writing this kind of memo, organise your thoughts by leading up to the most important idea which is presented at the end of the memo. This type of memo usually takes longer to write. Making an outline with focus on the main ideas helps to organise thoughts. The outline can provide structure and proportion. It should not have gaps in logic or important details. The outline can be in the form of short phrases listed in logical order; it helps to give order to the body and establish relationships between the ideas. Develop the outline into a rough draft by expanding the points into paragraphs. Organise the matter under headings for ease of reading. If the memo is long, begin with a paragraph that gives an executive summary. CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 235 Memo Style A memo is always brief. It is written in plain, direct and natural style. Although memos are usually formal, the recent trend is towards a personal style. Careful writers can achieve this style without sacrificing clarity, grace or precision. It helps to write quickly. If you pretend that you are speaking to someone sitting across the table, you can achieve a more personal style. Write in a style that is cordial, straightforward, lucid and yet formal. Be conversational; write the way you talk. Generally, the tone is neutral or positive, though occasionally, complaints or reprimands may be issued in memo form. Use caution in negative situations, and be aware of the effect of your memo. Spiteful, blunt, condescending or too coldly formal memos alienate people. 11.4.4 Examples of Memo ------------------------------------------------------------------------------------------------------------ Memorandum Date: 17 November 2019 To: All Staff From: Vidya Mahale, Corporate Communications Subject: New Memo Format Effective December 1 In order to make inter-office communication easier, please follow these guidelines for writing office memos: Address the memo to the person(s) who will take action on the subject and CC those who need to know about the action. Clearly state the purpose of the memo in the subject line and in the first paragraph. Keep the language professional, simple and polite. Use short sentences. CU IDOL SELF LEARNING MATERIAL (SLM)
236 English Language and Lab Use bullets if there is a great deal of information to be conveyed. Proofread before sending. Attach additional information; do not place it in the body of the memo. Please put these guidelines into practice immediately. I appreciate your assistance in developing clear office communications. If you have any questions, please do not hesitate to call me. ------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------ MEMO To: All Staff Date: 20 March 2019 From: Rita Pednekar Subject: Use of Office Printing Machines There appears to be some misunderstanding about making personal use of the office printing machines. The company allows unlimited use as long as you pay Eric Doe in Accounts Department for all personal printouts you make. It is important to note that personal use should never be confused with company use. Per page rates are posted over the printing machines; the rates are favourable since outside printing rates are much higher than ours. This seems to be a reasonable way to address this issue. I would be grateful for your cooperation. ------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------ Memorandum Date: 3 December 2019 To: All Staff From: Anil Patra, Housekeeping Subject: New Recycling Programme CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 237 Did you know that up to 70% of the trash from an office like ours is paper that can be recycled? Our recycling efforts are important because <Name of City> must meet a State- mandated goal of recycling 50% of its trash by the end of 2017, or face fines of up to ` 10,000 per day. Since businesses produce over 50% of the city’s waste, it is critical that we do our share to help meet the recycling goal. Recycling has an additional benefit of reducing our waste disposal expenses, which helps lower the building’s operating costs. And of course, recycling helps preserve natural resources – every 1000 kg of paper recycled saves 17 trees! With this in mind, we are implementing a new recycling programme in our offices. I encourage you to actively participate in our company’s recycling effort. The attached flyer describes what can be recycled in our paper recycling programme. The supervisory staff can collect the office paper from centralised containers located throughout the office. In addition, you can call Abhishek Nair at Extn. 333 to get a desk-side container if you need one. These containers make it very easy for staff to help recycle paper at their desks. With everyone’s participation, I am confident that we can do our part to help the city’s recycling efforts. If you have any questions, please call me at Extn. 444. Thank you for your help and participation. 11.5 Office Orders Office Order is a formal written statement of any change to be made in office routine. It is a record and formal instruction to all concerned that the change has been effected. It states the change and the date from which it comes into effect. Copies are filed in all the relevant files and sent to concerned persons who are expected to take action and who are affected by it. An office order cannot be disobeyed; it is binding on everyone, even on those who passed and signed the order. Office Order is usually a very short document ranging from one sentence to one page. It has the general title “Office Order” and also indicates the subject. It is written in very simple, clear and concise style. There must be no scope for misunderstanding since official action related to payments, promotions, transfers and so on, are taken on the basis of office orders. CU IDOL SELF LEARNING MATERIAL (SLM)
238 English Language and Lab The office order states the final action and does not state reasons or explanations for decision. It is not addressed to anyone and there are no requests for any action or for compliance. Office orders are used for giving final and binding instruction for action on postings, promotions, transfers, suspension from service, termination of service, giving or withholding of increments, laying down rules, imposing restrictions, and so on. Copies are given to the persons and the departments concerned. Office orders are mainly meant for recording official actions and changes, and give the specific dates and timings of action or changes. They serve as proof of action taken. The change may be announced to all concerned in a general circular or notice while the office order document is just filed for record. 11.5.1 Examples of Office Order ------------------------------------------------------------------------------------------------------------ OFFICE ORDER 14 July 2019 Stoppage of Increments The annual increment due to Mr. P.Q. Acharya from 1 August 2019 is not to be paid until further notice. Signature ------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------ OFFICE ORDER 28 September 2019 Suspension Order Mr. ABC has been placed under suspension with effect from 1 October 2019 until further notice. CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 239 No salary will be paid to Mr. ABC during the period of his suspension. All correspondence with Mr. ABC will be only through the company’s solicitors Gagrat & Co. Signature ------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------ OFFICE ORDER 3 October 2019 Shifting to New Premises Shifting of the office to the company’s new premises at ------ will be done during the week 18 to 23 October. All office staff are required to supervise the packing and transport of the furniture and documents of their respective departments. They will also be responsible for unpacking and arranging the furniture and documents in the new office. The office will function from the new premises with effect from 25 October 2019. All staff will be on duty on Sunday, 20 October 2019. Signature ------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------ Office Order 20 August 2019 Mr. Avinash Thimmayya, Assistant Finance Manager, is transferred from Head Office to the Nagpur Branch to take independent charge. He will hand over charge of his duty at Head Office CU IDOL SELF LEARNING MATERIAL (SLM)
240 English Language and Lab to Mr. M.G. Gokhale, Deputy Personnel Manager, by 26 August, and take charge at the Nagpur Branch from Mr. B.P. Pitale, not later than 1 September 19. P.C. Sirkar Personnel Manager CC: 1. Mr. Avinash Thimmayya 2. Mr. B.P. Pitale 3. Accounts Department ------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------ OFFICE ORDER 25 September 2019 Change in Office Timings Office timings will be as follows with effect from 1 October 2019 Morning session 9.00 a.m. – 1.00 p.m. Lunch hour 1.00 p.m. – 2.00 p.m. Post-lunch session 2.00 p.m. – 5.30 p.m. J.J. Prabhu Assistant Personnel Manager ------------------------------------------------------------------------------------------------------------ 11.6 Summary Office documents of various kinds are constantly used for internal communication and also to convey information on changes to the public or to groups of people who are affected by the CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 241 changes. The main purpose of these documents is to convey information. They are written in simple straightforward style. Some occasions for conveying information can be used for building goodwill and to express appreciation, or to persuade the reader to take action. Each type of office document has a format that must be followed. These documents also serve as record of work. Agenda and minutes are records of meetings. Notices and circulars are announcements. Memos are request or reminder for action with explanation of reason. Although office documents are mostly informative, they must be written with care and consideration for the reader. 11.7 Keywords/Abbreviations Agenda: A list of items to be discussed in a formal meeting. The items are listed in the order in which they are to be taken up in the meeting. Resolution: Record of a decision taken after discussion of an agenda item in a meeting. It usually begins with the words “It was resolved that…” Minutes: Full record of an official meeting. A copy of it is sent to all members of the meeting and is also filed for record. It can be produced as legal evidence in case of dispute. Circular: A printed directive or notice or announcement intended to be circulated to a large number of people. Memorandum: A short note stating something to be remembered, especially something to be done or acted upon; a reminder. It is used only for an organisation’s internal communication. 11.8 Learning Activity 1. Working in pairs or in a group, draft a Resolution related to any one of the following items of an agenda. To consider ways and means to raise funds for a proposed hostel for working women CU IDOL SELF LEARNING MATERIAL (SLM)
242 English Language and Lab To plan a Public Relations campaign for improving the company’s public image To prepare a crisis management programme for the company To discuss the best draft and edit it. ----------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------- 2. Lay out the following notice in the format of a memo to all employees. Change only the format; keep the text as it is. R.J. Informatics Limited Notice 24 November 2020 The management has received several representations from members of the staff living in rented flats that the company should raise the house rent allowance in view of the maintenance charges that they have to pay to their housing societies. The societies are not willing to include the amount in the rent as it raises their income tax while they have to spend the money on services such as cleaning the common areas, garbage collection, maintenance of lift, water pump and so on. The Board of Directors considered the issue at their last meeting and has decided to reimburse the maintenance charges on production of the rent receipt showing the charges. The house rent allowance will remain the same as before. Meghna Tumkur Managing Director ----------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------- 3. Edit this memo [correct all mistakes in format, spelling, grammar, tone and style, etc.] to make it suitable for dispatch. CU IDOL SELF LEARNING MATERIAL (SLM)
Official Writing 243 From: Anant Patel, Design Department To: Mr. Rajesh, Art Dept Subject: Photographs Date: 16th Nov. ʹ20 Why are the photographs from the ad shoots taking so long to reach my desk? I thought we agreed that from now on, photographs will come to us directly from art department and not routed through editorial. Last time we met, we agreed that we waste too much time looking at each set of photographs twice. What is taking so long? My designers have been twiddling their thumbs since 10.00 a.m. Next time you have a deadline crunch, don’t blame us; blame your irrational office procedure which we asked you to streamline. Yours truly, Anant Patel ----------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------- 11.9 Unit End Questions (MCQ and Descriptive) A. Descriptive Type Questions 1. What is an agenda and what is its function in a meeting? 2. What details are included in an action note? Create a table for action notes. 3. What is the difference between a circular and a notice? 4. In what ways is a memo different from a letter? 5. The manager of a department is concerned about the untidy appearance of the office room and tables which makes a bad impression on visitors. Draft his memo to be circulated among the staff, asking them to maintain cleanliness and practice tidy working procedures which should enhance the organisation’s public image. Keep to a limit of 150 words. CU IDOL SELF LEARNING MATERIAL (SLM)
244 English Language and Lab 6. You have just returned from a training programme to which you were deputed by your company. You learnt about ergonomic furniture and about training computer users to practice postures which reduce back and neck strain. You discussed this with your manager who has asked you to prepare a memo which he could use at the meeting of section managers. Write the memo which should not be longer than one page of foolscap paper. 7. You as the Secretary of your college Debating Society intend to call the year’s first meeting of the managing committee next week. Draft a notice and the agenda to be sent to the members of the committee. Include at least three items of business other than the standard required items. 8. Write the minutes of the meeting mentioned in No. 1 above. 9. Your Institute will be holding the Annual Talent Search in fifteen days. Draft a notice for the students’ notice board informing them about it and inviting participation. 10. You have lost something of value to you but having no monetary value. Prepare a notice for the Lost-and-Found notice board of your college. 11. A team of foreign students and professors will be visiting your Institute next week. Prepare a notice informing students. Give all the details you think should be included. 12. M.D. Verma & Sons propose to start a circulating library and reading room at a popular hill station. Draft a circular to be sent to Managers of hotels and holiday homes at the hill station, giving information and requesting that the enclosed notice should be put up on their notice board. B. Multiple Choice/Objective Type Questions 1. Office documents are ___________. (a) Always written in very formal business style (b) Used only for sending messages to a large number of people outside the organisation CU IDOL SELF LEARNING MATERIAL (SLM)
Search
Read the Text Version
- 1
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10
- 11
- 12
- 13
- 14
- 15
- 16
- 17
- 18
- 19
- 20
- 21
- 22
- 23
- 24
- 25
- 26
- 27
- 28
- 29
- 30
- 31
- 32
- 33
- 34
- 35
- 36
- 37
- 38
- 39
- 40
- 41
- 42
- 43
- 44
- 45
- 46
- 47
- 48
- 49
- 50
- 51
- 52
- 53
- 54
- 55
- 56
- 57
- 58
- 59
- 60
- 61
- 62
- 63
- 64
- 65
- 66
- 67
- 68
- 69
- 70
- 71
- 72
- 73
- 74
- 75
- 76
- 77
- 78
- 79
- 80
- 81
- 82
- 83
- 84
- 85
- 86
- 87
- 88
- 89
- 90
- 91
- 92
- 93
- 94
- 95
- 96
- 97
- 98
- 99
- 100
- 101
- 102
- 103
- 104
- 105
- 106
- 107
- 108
- 109
- 110
- 111
- 112
- 113
- 114
- 115
- 116
- 117
- 118
- 119
- 120
- 121
- 122
- 123
- 124
- 125
- 126
- 127
- 128
- 129
- 130
- 131
- 132
- 133
- 134
- 135
- 136
- 137
- 138
- 139
- 140
- 141
- 142
- 143
- 144
- 145
- 146
- 147
- 148
- 149
- 150
- 151
- 152
- 153
- 154
- 155
- 156
- 157
- 158
- 159
- 160
- 161
- 162
- 163
- 164
- 165
- 166
- 167
- 168
- 169
- 170
- 171
- 172
- 173
- 174
- 175
- 176
- 177
- 178
- 179
- 180
- 181
- 182
- 183
- 184
- 185
- 186
- 187
- 188
- 189
- 190
- 191
- 192
- 193
- 194
- 195
- 196
- 197
- 198
- 199
- 200
- 201
- 202
- 203
- 204
- 205
- 206
- 207
- 208
- 209
- 210
- 211
- 212
- 213
- 214
- 215
- 216
- 217
- 218
- 219
- 220
- 221
- 222
- 223
- 224
- 225
- 226
- 227
- 228
- 229
- 230
- 231
- 232
- 233
- 234
- 235
- 236
- 237
- 238
- 239
- 240
- 241
- 242
- 243
- 244
- 245
- 246
- 247
- 248
- 249
- 250
- 251
- 252
- 253
- 254
- 255
- 256
- 257
- 258
- 259
- 260
- 261
- 262
- 263
- 264
- 265
- 266
- 267
- 268
- 269
- 270
- 271
- 272
- 273
- 274
- 275
- 276
- 277
- 278
- 279
- 280
- 281
- 282
- 283
- 284
- 285
- 286
- 287
- 288
- 289
- 290
- 291
- 292
- 293
- 294
- 295
- 296
- 297
- 298
- 299
- 300
- 301
- 302
- 303
- 304
- 305
- 306
- 307
- 308
- 309
- 310
- 311
- 312
- 313
- 314
- 315
- 316
- 317
- 318
- 319
- 320
- 321
- 322
- 323
- 324
- 325
- 326
- 327
- 328
- 329
- 330
- 331
- 332
- 333
- 334
- 335
- 336
- 337
- 338
- 339
- 340
- 341
- 342
- 343
- 344
- 345
- 346
- 347
- 348
- 349
- 350
- 351
- 352
- 353
- 354
- 355
- 356
- 357
- 358
- 359
- 360
- 361
- 362
- 363
- 364
- 365
- 366
- 367
- 368
- 369
- 370
- 371
- 372
- 373
- 374
- 375
- 376
- 377
- 378
- 379
- 380
- 381
- 382
- 383
- 384
- 385
- 386
- 387
- 388
- 389
- 390
- 391
- 392
- 393
- 394
- 395
- 396
- 397
- 398
- 399
- 400
- 401
- 402
- 403
- 404
- 405
- 406
- 407
- 408
- 409
- 410
- 411
- 412
- 413
- 414
- 415
- 416
- 417
- 418
- 419
- 420
- 421
- 422
- 423
- 424
- 425
- 426
- 427
- 428
- 429
- 430
- 431
- 432
- 433
- 434
- 435
- 436
- 437
- 438
- 439
- 440
- 441
- 442
- 443
- 444
- 445
- 446
- 447
- 448
- 449
- 450
- 451
- 452
- 453
- 454
- 455
- 456
- 457
- 458
- 459
- 460
- 461
- 462
- 463
- 464
- 465
- 466
- 467
- 468
- 469
- 470
- 471
- 472
- 473
- 474
- 475
- 476
- 477
- 478
- 479
- 480
- 481
- 482
- 483
- 484
- 485
- 486
- 487
- 488
- 489
- 1 - 50
- 51 - 100
- 101 - 150
- 151 - 200
- 201 - 250
- 251 - 300
- 301 - 350
- 351 - 400
- 401 - 450
- 451 - 489
Pages:
