Official Writing 245 (c) Needed for various purposes in an organisation’s work (d) Confidential and have to be kept under lock and key 2. Agenda is a ___________. (a) Correction entered in the minutes of a meeting (b) Letter giving information about the date, time and place of a meeting (c) List of items to be discussed at a meeting (d) Record of the decisions taken at a meeting 3. Which of the following is a proper method of writing agenda items? (a) Discuss methods to attract more customers for bank’s loan schemes (b) Discuss methods to attract more customers for bank’s loan schemes (c) Methods of attracting more customers for loan bank’s schemes to be discussed (d) Discuss methods of attracting more customers for bank’s loan schemes 4. The first item on an agenda is usually ___________. (a) Next meeting (b) Vote of thanks (c) Minutes of the last meeting (d) None of the above 5. A circular is ___________. (a) Put up on the notice board (b) Written in the form of a letter (c) Used for making announcements to the public (d) Addressed to every recipient by name 6. You can personalise a circular by ___________. (a) Writing every recipient’s inside address and name by hand (b) Using conversational style and addressing the recipient as ‘you’ (c) Sending it to every recipient by hand delivery (d) Sending it by email CU IDOL SELF LEARNING MATERIAL (SLM)
246 English Language and Lab 7. A notice is ___________. (a) Sent by mail (b) Always published in a newspaper (c) Put up on the organisation’s notice board (d) Distributed to every member of the organisation 8. A memo is used ___________. (a) Only for internal communication (b) For giving routine information to suppliers (c) For sending short messages to customers (d) Only for warning an erring employee 9. Action notes method of writing minutes ___________. (a) Enables the leader to keep track of the work (b) Is inadequate (c) Is used for meetings of statutory bodies (d) Is difficult to write Answers 1.(c), 2. (c), 3. (d), 4. (c), 5. (b), 6. (b), 7. (c), 8. (a), 9. (a) 11.10 References Websites: 1. https://www.wikihow.com/Write-a-Business-Memo 2. https://www.wikihow.com/Take-Minutes 3. https://www.wikihow.com/Write-an-Agenda-for-a-Meeting 4. https://targetstudy.com/languages/english/notice-writing.html CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 247 UNIT 12 TECHNICAL WRITING Structure: 12.0 Learning Objectives 12.1 Introduction 12.2 Writing Resume 12.3 Writing Proposals 12.3.1 Preparation for Writing a Proposal 12.3.2 Organising of a Proposal 12.3.3 A Case Study 12.4 Writing Reports 12.4.1 Types of Reports 12.4.1.1 Routine Reports 12.4.1.2 Special Reports 12.4.1.3 Individual and Committee Reports 12.4.1.4 Memo/Letter Format and Schematic Format 12.4.2 Parts of a Report 12.5 Cover Letter 12.6 Summary 12.7 Keywords/Abbreviations 12.8 Learning Activity CU IDOL SELF LEARNING MATERIAL (SLM)
248 English Language and Lab 12.9 Unit End Questions (MCQ and Descriptive) 12.10 References 12.0 Learning Objectives After studying this unit, you will be able to: Learn how to create long documents containing complex material Understand data collection methods Learn how to break up complex material into presentable units Present a large amount of material in a well-organised logical format Write a Cover Letter 12.1 Introduction In the world of work, a person in a responsible position is often called upon to write reports of different kinds. This requires the skills to gather data on the topic, analyse the data, draw conclusions, and often, make recommendations for action to be taken. In some cases, the effort is towards persuading the reader to take a certain action. This type of writing needs a good framework and format so that varied and complicated material can be presented in an orderly, logical and easy-to-follow form. Formats are established by custom in every organisation. However, each writer can make slight variation according to the needs of the material in hand. The basic skill needed is to divide the material into sections in logical sequence, and to give a clear sub-heading to each section. In this unit, we shall deal with three such documents: (i) Resume, (ii) Proposal and (iii) Report. These documents have multiple readers. Different persons in the organisation may read it for a different purpose. Everyone may not read the entire document but go straight to the part that concerns the reader. For example, in a resume, the Head of the concerned department may want to examine only the qualifications and experience in a specific field. In an investigation report, CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 249 one manager may want to see only the causes of the trouble while another might see only the methodology used. In a proposal, the legal department may look for the legal aspects and the finance department may examine the costing and prices. Each reader expects to be able to find the relevant item quickly in the document. These documents have a focused objective such as to present oneself as a desirable candidate for a specific career position, to win a client for a specific service, and to examine a problem and find a solution. All these documents are accompanied by a Cover Letter addressed to the person who assigned it, or in the case of an unsolicited proposal/job application, the Purchase Manager/HR Manager. 12.2 Writing Resume A Resume is also called biodata or CV. It is a job application document. It gives information about the candidate to enable the prospective employer to assess the suitability of the candidate. A job application is an offer of service. It must show the prospective employer that your services are worth employing. It must inform the prospective employer how your qualifications make you a desirable employee. It is advisable to rewrite your resume for each different job so that you can select and highlight the most important relevant qualifications. A mere list of your qualifications is not a resume. It is the material for a resume. 12.2.1 Gathering Material Your past is the source material for the resume, but the resume is not just the story of your past achievements. The details of your achievements must be presented in such a manner as to show what you can do and will do for the employer’s benefit. Therefore, make a self-assessment and a SWOT analysis, and read the target company’s publications. Work out the following: CU IDOL SELF LEARNING MATERIAL (SLM)
250 English Language and Lab ---------------------------------------------------------------------------------------------------------------------- Self-assessment 1. My favourite activities are: (i) ………….. (ii) ………………… 2. My best skills are: (i) Describing, narrating, explaining, discussing and elocution (ii) Drawing, cartooning and photography (iii) Writing letters, summarising, reports, stories and poems (iv) Solving problems, settling conflicts, persuading and listening (v) Figures: geometry, maths, accounting and statistics (vi) Singing, dancing, craft, languages, time management, yoga and interaction 3. I like to work alone/in a group. 4. My contribution to— (i) Family: (ii) Friends: (iii) My School/College: (iv) Society 5. The skills I have acquired from this are: 6. What are my hobbies? 7. What kind of activities do my hobbies involve? 8. What have I learnt from my hobbies? 9. What are my interests? (Travel, photography, sports, craft) 10. How can I do these activities purposefully? 11. What kind of room/environment do I like to work in? 12. What makes me— CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 251 (i) Angry (ii) Happy (iii) Sad 13. What is my height (cm), weight (kg), state of health and history of health, posture, state of mind (all facts about myself), date and place of birth, languages I know, family background and places I have visited. 14. What advantages and disadvantages do I have from each of these? Do any of them make me especially fit or unfit for specific tasks/positions/jobs? 15. What achievement have I made in the last one year (in my life so far), of which I am proud? Why am I proud of it? 16. What are the things I hate doing? (i) ………….. (ii) ………….. 17. What frightens me the most? 18. What subjects do I hate and why? 19. What kind of work do I tend to avoid/put off? 20. What kind of TV programmes do I dislike? Why? 21. Complete the sentence: “I feel very concerned about ----.” --------------------------------------------------------------------------------------------------------------------------------- A. List at least three skills that you have developed in each of the following areas: Education/Work/Summer Projects or Volunteer/Extracurricular. Use “action words” to write one-line summaries. B. Circle the skills that you would like to use in your job. If there are other talents you have that you would like to use on the job, add them to the list of circled skills. Then rank the skills in order of those you most want to use. C. Make a list of what you consider to be three great accomplishments in your life. What personal qualities helped you reach each goal? CU IDOL SELF LEARNING MATERIAL (SLM)
252 English Language and Lab ---------------------------------------------------------------------------------------------------------------------- SWOT Analysis Strengths What advantages do you have that others do not have (for example, skills, certifications, education, a foreign language or connections)? What do you do better than others? What personal resources do you have? What do other people see as your strengths? What achievements of yours are you most proud of? What values do you believe in that others do not seem to have? What connections do you have with influential people? Also write down a list of your personal characteristics. Some of these might be strengths. Weaknesses What tasks do you tend to avoid? Why? What are your negative work habits (disorganised, poor at handling stress, short- tempered, often being late, etc.)? Do you have traits that hold you back in your field? (fear of public speaking is a major weakness if your work field requires making presentations). What do the people around you see as your weaknesses? Do peers do better than you in key areas? Opportunities What new technology can help me? Can I get help from family and friends? Is mine a growing field? What advantages do I have in the current market? Do I have a network of strategic contacts to help or give good advice? CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 253 Are any of my competitors failing to do something important? If so, can I take advantage of their mistakes? Is there a need in my field that no one is filling? Do customers or vendors complain about something in my company? If so, could there be an opportunity of offering a solution? Is anything [events, classes, conferences, etc.] going on in my locality that I could benefit from? Threats What obstacles am I currently facing? Are any of my peers competing with me for projects or roles? Is my job (or the demand for the things I do) changing? Is changing technology a threat to my position? Could any of my weaknesses lead to threats? ---------------------------------------------------------------------------------------------------------------------- Another important source of material for the resume is the target company’s publications such as Annual Report and House Magazine, and most importantly, its employment advertisement. You have to present yourself as a good fit to the company’s needs. The following questions will help you to focus on the employer’s needs. To find out the answers, you will have to research the company to which you are applying. Speaking to employees of the company is a good source in addition to reading its publications. What does the employer (the employing organisation) want? How will the work that I can do relate to the employer’s objective? What does the employer expect from an employee in this position? What benefit can I offer in addition to what the employer expects? What qualities and traits would describe a person that the employer would find desirable? CU IDOL SELF LEARNING MATERIAL (SLM)
254 English Language and Lab 12.2.2 Organising the Resume Resume is organised under headings. Tabulation permits orderly presentation of the varied items of information which have to be included in the resume. The information can be classified under four headings, with segments within each heading. Education Experience Personal Data References Education This section gives a complete record of academic qualifications and achievements. Begin with the latest degree/diploma and give the earlier record in reverse order. Details of institutions attended, degrees/diplomas obtained, scores/grades obtained, name of examining body, special subjects, etc. should be included according to their importance to the job. Select the details so as to showcase your suitability for the job. For example, include names of any prestigious institutions you attended to highlight the quality of education and training received at reputed institutions. The order of the details depends upon their importance and relevance to the job. If you intend to capitalise on specialisation in a highly valued field, state the subjects first. If you have an excellent academic record, you would prefer to give the grades/scores first. You can add titled segments to include other important information. (i) Awards, prizes and scholarships. Mention the achievement or performance for which it was won, the year in which it was won, the number of competitors, and name of the organisation that awarded it. (ii) Co-curricular and extra-curricular activities. Study circles, workshops, seminars, project work, and so on, points out your intellectual interests and development. Skills that cannot be developed in the classroom are developed in these activities. Emphasise CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 255 accomplishment and achievement, not just participation. Give dates and any significant details. (iii) Sports and cultural activities reveal your range of interests. Show how you have developed team work skills, interpersonal skills and organisational skills through these activities. (iv) Projects done as a part of any course, or undertaken independently, add a great deal to your resume. Give details of the project such as its full title, the company for which it was done, the coverage, conclusions, how it was received, etc. Fresh graduates applying for their first job should emphasise their project work because it comes nearest to actual experience of work. Inclusion of items and the details of the items depends on their relevance to what is needed for the job you are seeking. Highlight the aspects that are relevant to the job. Experience Mention present position first; mention previous posts in reverse order. Include the company’s name, position held and period of time. The most important is the description of duties and tasks done on the job. This should demonstrate qualities and traits relevant to the job. Highlight any special achievements (reaching targets before time, finding solutions to problems, cutting costs and increasing productivity). Give numbers, percentages and amounts to back up your achievements, and highlight the impact [number of persons supervised and percentage of increase in sales]. Use action verbs to describe achievements and accomplishments. Here are some examples: evaluated enabled diagnosed devised directed drafted executed formulated persuaded constructed inspired motivated negotiated planned updated maintained rehabilitated reduced presented streamlined monitored specified remodelled rewrote CU IDOL SELF LEARNING MATERIAL (SLM)
256 English Language and Lab Include voluntary work done for clubs, associations or charitable organisations, vacation jobs or any other informal experience. Demonstrate how the experience has added to your ability to be useful to the prospective employer. Personal Data This section need be included only if personal data is necessary or relevant to the job. It gives such details as date of birth, marital status, religion, mother tongue, other languages known, interests and hobbies. Some of these details may be considered too personal in some countries. Choose details that are relevant. The following must be kept in mind: Date of birth must give date, month (spelt in full) and year in full, as in: 8 August 1998. The item “other languages known” can be made interesting and informative by indicating the extent of skill in each, e.g., Gujarati — can speak fluently; Marathi — can read and speak; Spanish — can read and translate business documents. Hobbies and interests are significant items only if you have pursued them seriously enough to add something to your personality and your suitability for the particular job; highlight abilities and traits developed through hobbies. References The resume should give names of persons who can be referred to by the prospective employer. Usually, three references are given: a teacher, an employer, and a friend of the family, with a high social/professional status. The three references know you from different angles: academic aptitude, working habits and efficiency, personal character and family background. Give the name, title, email address and telephone number of the references. It is preferable to indicate their social relationship to yourself. Always take permission from the references to give their names, and give them a copy of your resume and some details of the job applied for. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 257 12.2.3 Format and Layout of Resume Since most companies scan and store resumes in a database, it is better to prepare the resume to suit the scanner. Print out your resume on plain white, very good quality paper. Use 8½ × 11 inches paper. Send the resume flat (no folding, no staples) in a large envelope. Use a Sans Serif typeface such as Arial or Helvetica with font size 11 to 13. Type your name on the very first line on your resume, and do not write any other information on this line. Type your address in standard format and type each phone number on a separate line. Never condense spacing between letters to save space. The letters should not touch. Boldface and capitals can be used for segment headings, but make sure the letters do not touch. Never use underlining. Do not use lines, boxes or graphics. If the advertisement gives specific instructions for formatting the resume, follow them. Keep within one page as far as possible. Here is a useful checklist for the resume. Answer “satisfactory” or “needs improvement” for each item. ---------------------------------------------------------------------------------------------------------------------- 1. Is the layout/format pleasing to the eye? 2. Does it fit comfortably on one sheet (without squeezing/not too empty)? 3. Is it easily readable? 4. Are important qualities highlighted? 5. Is important information placed near top and left of the page? ---------------------------------------------------------------------------------------------------------------------- CU IDOL SELF LEARNING MATERIAL (SLM)
258 English Language and Lab A large variety of sample resume are available on the internet. 12.3 Writing Proposals A business proposal is a seller’s offer to a prospective buyer to complete a specific job/project, or to supply a service or a product. It is a document you send to a prospective client, outlining the service you are offering, and explaining why you are the best person for the job. The proposal can serve as a basis for negotiation of terms for the final agreement, which is a legal contract. A business proposal can be either solicited or unsolicited. A solicited proposal is written in response to a prospective client’s request for proposal (RFP), which may have been sent to several suppliers. So, you have competitors. An unsolicited proposal is sent on your own initiative, in search of a prospective client. Although there is no visible competition, the unsolicited proposal has to do a strong sales job. The solicited proposal is easier to write because the buyer has already decided to buy, knows what he wants and is looking for the best offer. The RFP itself indicates what the buyer wants, and the proposal is targeted to that specific need. Writing the proposal is a complex process and involves many persons in the buyer organisation. It includes many factors such as product/service, delivery schedule, installation requirements, maintenance needed, and so on. 12.3.1 Preparation for Writing a Proposal Putting the proposal together involves several tasks. The more thorough your research and preparation, the better your proposal will be. Here are the steps for making preparation. The first step is mental focus and customer orientation. The reader wants to know: How will all this benefit me? If RFP includes instructions and evaluation criteria, comply with all instructions and requirements. Focus on evaluation criteria and check how you can meet them. When suggesting or proposing something, dwell on the benefits the customer will get – not on the CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 259 features of the product. And, in the meanwhile, develop relationship with the client; people buy from those they know and trust. The second step is to research the client. It is necessary to find out more about the client’s needs than indicated in the RFP. Search for information about the client on Internet and other resources; contact them directly to discuss requirements. Get a full understanding of the nature and scope of the client’s requirements; this will give focus to the proposal. The third step is to research the market and the competition. From the market you find what is available that would suit the client’s needs. For example, if it is a piece of construction, find out about the various construction material available, the latest designs and prices. Also find out whatever you can about what the competitors are doing. The fourth step is the difficult self-examination. Honestly examine your own capabilities in relation to the RFP, the client’s needs, and in comparison with what competitors can offer. Make a SWOT analysis, and consider what you need to do to work out a good competitive proposal. The fifth step is to plan how to present yourself and your organisation. The way your business is presented influences the effectiveness of your proposal. Describe your business in terms of client’s requirement to show understanding of their needs. Differentiate your business from the competition. It is essential to present proof of your ability. Include any documentation (such as awards, certificates, letters of appreciation, etc. which are third-party endorsements) to support your claim that you can meet the challenge of finding a solution to the client’s problem. Give evidence of experience and expertise in dealing with similar challenges. 12.3.2 Organisation of a Proposal The four Ps of a business proposal are: Problem statement, Proposed solution, Pricing and Proof of ability. Begin with these four points, and you will have a rough outline of your business proposal. Once you have done that, you are ready to go into details and organise them. CU IDOL SELF LEARNING MATERIAL (SLM)
260 English Language and Lab The Opening Thank the prospect for sending you RFP and state that you have made a thorough study of the client’s need. Your courtesy and confidence will set the tone. Problem Statement The client’s problem may be stated in the RFP. Your research, discussion with the client, visit to site if any, talks with other concerned persons in the client’s set-up, and a careful study of the RFP will have given you a clear picture of the current problem. Clearly and plainly identify the challenge at hand. Elaborate upon the related issues or potential consequences involved. The proposal can educate the buyer about the full nature of his or her needs, pointing out the possibilities, implications and further needs that may arise in consequence of the purchase/project. Restate the problem in your own words in the light of the knowledge you have gathered. This will show the client (and other readers) how well you have understood the client’s need. Proposed Solution Introduce your specific solution. As you give the details of the solution, refer to your experience of similar situations earlier. Then fill in more details involved in resolving the client’s specific challenge. The tone in which you write this should establish your expertise gained from experience. Avoid cluttering details. Keep your details broad enough to allow the client the opportunity to consider more than one option within your solution. Clearly state the benefits of your proposed solution and why it is the best one. Prospective buyers are often not aware of what the market can offer to meet their needs. The proposal is an opportunity to give information about how your products/services are the best solution. Demonstrate the advantages that the recipient will see on adopting the recommendation made in the proposal. Give statements of value in terms of improved profitability, productivity, quality, or other measures of success that are desirable to the client. It is most effective to use the measures of success that are important to the client. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 261 Refer to other similar projects you have handled and how your knowledge and expertise have been broadened by experience. To substantiate your claims, mention the names of other satisfied clients (with their permission). Pricing This is the most delicate issue of the proposal, yet it is important to be clear about it. Introduce discussion of cost only as part of the complete solution. Make sure that you disclose all possible costs of the project. Point out that cost is dependent on market prices of material, transport and labour. Make a clear distinction between the costs and fees to be paid to you. Indicate a schedule of payments. Proof Evidence of your ability to deliver is vital to the success of the proposal. (i) Give names and addresses and telephone number of clients in the same field as the prospective client, or other clients of high status. This is very good third-party endorsements. (ii) Mention any awards or certificates you have won. They provide excellent testimony to your ability. (iii) Enclose samples of your work (if possible) or photographs of completed work as proof of your ability to do the job. (iv) Attach a list of your clients Closing (i) Acknowledge and thank all persons who gave you time and help, and express pleasure in your experience in the client’s organisation. (ii) Give your contact information. (iii) Close with a clear and affirmative statement of the next step, namely, meeting to discuss the proposal. State the date and time at which you will call for an appointment to meet. Do not ask the client to call or contact you; take the action yourself. 12.3.3 A Case Study The following case study is an illustration of a well-planned and well-researched proposal prepared by a small marketing solutions business. Use it for a group discussion and fill out the details. CU IDOL SELF LEARNING MATERIAL (SLM)
262 English Language and Lab Shyam Marketer runs Creative Marketing Solutions in Midland District, Bengaluru. The client is The Golden Square, a small, local restaurant in the same locality. The Golden Square’s overall clientele has not increased inspite of growth of business and population around it. The challenge for Shyam is to increase the overall market share of The Golden Square. ---------------------------------------------------------------------------------------------------------------------- The Proposal Introduction In the introduction, Shyam states that his firm has made a good in-depth research on the market status and business objectives of The Golden Square. By doing this, he immediately places his firm in a superior position as an expert on the prospective client’s market and status in that market. Challenge Now, Shyam discusses the restaurant’s challenge in greater detail. It attracted only 5% of the total restaurant-going population in Midland District. The challenge was to attract the attention of the remaining 95% of the potential clientele. He concluded that The Square needed to create a mass media campaign to appeal to them. Taking support of his research, Shyam introduced his solution — reorganisation of The Square’s advertising strategy. Solution Shyam and his team made a demographic profile of The Square’s clientele to find out who their customers were. From this, Shyam was able to estimate which advertising media would best reach this target audience (television, the Internet, radio and the local press). He carefully calculated and outlined the advantages of each medium, along with all potential costs involved in placing advertisements. Benefits Shyam’s selling skills are really demonstrated in this section. He cited key points from his company’s profile (membership of AAAI and of Midland District Advertisers’ Association, combined team experience of over 100 years), and showed how these credentials would play a CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 263 pivotal role in the prospective client’s solution. Shyam pointed out that Creative Marketing Solutions had well-established contacts in the broadcast media and in the Press, as well as close associations with reputed website designers. This would enable them to negotiate the most beneficial advertising rates for The Square. Costs Shyam listed all possible estimated costs related to reorganising The Square’s advertising strategy. TV: A locally produced, 30-second commercial could cost about ` 50,000. The cost of airtime is dependent on frequency and choice of programming. Radio: A locally produced, 30-second commercial could cost about ` 2,500. The cost of airtime is dependent upon programming choice and frequency. Local Print: A full-page, 4-colour ad, including copy, layout and photograph could cost ` 45,000. Internet: The cost of website production could be between ` 50,000 and ` 200,000. The production price of Banner Ads is between ` 50,000 and ` 75,000. Placement costs vary. After a brief discussion of the challenges at hand, follows the solution offered by Creative Marketing Solutions. This is followed by highlighting of his company’s extensive experience and a sentence such as: A look at our expertise and growing list of our distinguished local clients will show you that Creative Marketing Solutions is the best candidate for your project. Finally, Shyam thanks the prospective client for providing the information they needed to compile the proposal. This is followed by his contact information: Thank you for providing us the essential data related to The Square and for taking time to review this proposal. If you have any questions, please call me, Shyam Marketer, at (222) 4444 7777. A list of client references is attached. I shall be calling you next Wednesday for an appointment to discuss the proposal. CU IDOL SELF LEARNING MATERIAL (SLM)
264 English Language and Lab 12.4 Writing Reports A report is logical and systematic presentation of facts and information related to a specific issue or problem. Report may be defined as “an account given of a particular matter, in the form of an official document, after thorough investigation or consideration by an appointed person or body.” The online Business Dictionary defines a report as, “A document containing information organised in a narrative, graphic, or tabular form, prepared on ad hoc, periodic, recurring, regular or as required basis. Reports may refer to specific periods, events, occurrences or subjects and may be communicated or presented in oral or written form.” The definition indicates that there can be a vast variety of reports. A report is the most difficult business document to prepare and requires capacity to gather and analyse relevant information, presenting it in an orderly fashion, and finding and presenting solutions for problems. It often requires long-drawn-out work and very careful writing. A report has to present complicated material for the understanding and use of several persons at different times. Therefore, it needs a good organising structure so that different aspects of the information may be laid out in a systematic manner. The main contents are presented in four parts so that any reader can understand: (i) why the report has been written, (ii) how the data was collected and analysed, (i) what was found and discovered, and (i) what steps need to be taken in the matter. Once you understand this basic organisation of the content, you will be able to appreciate the various other small parts that are added to a report. 124.1 Types of Reports Reports may be classified by content and purpose, into routine and special. Routine reports are periodical and usually prepared by filling in printed forms, to convey standardised information about the progress or status of ongoing work/tasks. They are submitted by the person in charge of an on-going task, at regular intervals until the completion of the task. Special reports are required when a special situation or problem arises. An individual or a committee of persons with knowledge and understanding in the field, is appointed to investigate CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 265 and study the specific problem, collect information related to it, and make suggestions to help the management to take a decision. The following diagram gives an idea of the types of reports: Types of Reports Routine Special Progress FIR Inspection Investigation Performance Appraisal Feasibility Periodical Survey Project We can also classify reports by authorship into Individual and Committee reports. Some reports are prepared and written by an individual while some are written by a committee. A proposal report and a first information report are usually written by an individual. Another way to classify reports may be the presentation style. A Report written by an individual can be written in the form of a memo or a letter, especially if it is short and simple. A long and complex report, whether by an individual or by a committee, is written in schematic format with sub-headings and division into sections. A Report of any kind requires a good structure and organisation of the complex content. The writer has to decide what style and format would be suitable for the task in hand. 12.4.1.1 Routine Reports The function of each kind of routine report is explained below. These are prepared by filling in a form which indicates what aspects are to be checked and reported. The manager who needs and uses the report usually prepares the form according to requirements. The form ensures that all the needed information is included. (a) Progress Report gives information about the progress of a project or a task which is in the process of being completed, such as the Semester-end examination in the college, a conference which goes on for several days, the construction of a building, the CU IDOL SELF LEARNING MATERIAL (SLM)
266 English Language and Lab manufacture of products or implementation of a scheme. A progress report is written at different stages of the ongoing task, by the person in charge of it. It includes information on what has been completed, problems, if any, and how they were handled, what could not be completed and why. (b) Inspection Report is submitted as soon as an inspection is carried out. It is necessary for detecting any irregularities or deviations from standard practice, in day-to-day work; for example, internal audit reports. Inspection of machinery, buildings and property may be made at regular intervals. Audits and inspection of work and systems may be done by surprise check in order to ensure that they work properly at all times. These reports are written by experts in the field and not by the person in charge. Printed forms and guidelines for checking may be provided by the authorities. Otherwise, experts in the field, such as engineers, architects, auditors, who may be carrying out the inspection, use their own guidelines and formats for inspection reports. (c) Performance Appraisal Report is periodical and is prepared by filling in a form. It is meant for assessing and recording the performance of an employee. Every supervisor has to fill in an assessment report for each of the subordinates annually. Performance appraisal helps the superiors to assess performance of individual employees. It also helps employees to get feedback on their performance. Decisions about training, promotions and other benefits are taken on the basis of these reports. (d) Periodical report is prepared at regular intervals on the working of a section or a department. The information required is of a routine nature and can be easily tabulated. Hence, it is prepared by filling in a form. 12.4.1.2 Special Reports Special reports are assigned to an individual or a committee appointed for the purpose. Preparation of a special report involves making a thorough study, gathering information and data both primary and secondary. The research work takes time and the appointed person or committee is given a reasonable amount of time to complete the report. The research also requires finances as it may involve visits for inspection, meetings and consultations which cost money. Hence, a CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 267 budget is also allocated for the report. Sometimes, the scope of the report becomes limited by constraints of time or budget. Writing a report to inform the management about any unusual occurrence or critical situation is a part of the duties of almost every employee in an organisation. A report giving such information is not routine, and although it is not an assignment, it counts as a special report. (a) First Information Report (FIR) is required when there is a disaster-like fire, building collapse, robbery or accident in an organisation. It is prepared by the person-in-charge or a responsible person on-the-spot, for submission to a higher authority. For example, a department may write for submission to the Manager; a branch manager of a bank may write it to the Regional Manager. The report has to give all the information that is available immediately after the incident occurs. It must state what happened, about what time, who first noticed it, and what steps were taken immediately. It also states the extent of destruction or loss of life, property, important papers, etc., and whatever can be estimated immediately. An FIR has to be submitted within 24 hours of the occurrence of the event because the scene is likely to change rapidly. The Police also needs a copy of FIR for their investigation. (b) Investigation Report is written after making a thorough study and inquiry into a problem. An investigation is made when a problem is noticed and the management needs to find out its causes and needs suggestions for solving it. For example, falling sales, declining deposits in a bank, increase in customer complaints, losses in a branch, unrest among workers, crowding at a counter during certain hours, dissatisfaction among users of a service, and so on. If the problem is complex, the report may be assigned to a committee to investigate and recommend solutions. It requires collection of facts which are not always easy to get. The collected information has to be analysed, conclusions have to be drawn and recommendations have to be made. A simple investigation of a small problem may be assigned to an individual who has knowledge and experience in the field. CU IDOL SELF LEARNING MATERIAL (SLM)
268 English Language and Lab (c) Survey Report involves examining every aspect of an area for the purpose of understanding and assessing the present condition. It is needed for considering further action for development. For example, an Economic Survey of the Country is made before preparing the annual budget; a piece of land may be surveyed to consider its suitability for a particular kind of use; a market may be surveyed in order to find if a specific product could be launched. If a large area is to be surveyed, it involves a large amount of research, including personal visits to inspect the physical condition of something, or to interview people to collect opinions. A survey report is largely informative and does not include recommendations. It may be assigned to an individual or to a committee depending on the size of the field to be surveyed. For example, if a factory is to be established, a number of locations might have to be surveyed involving a great deal of work which would require a committee to be appointed. If the state of a piece of machinery is to be surveyed, an engineer can make the survey alone. (c) Feasibility Report is required when an organisation intends to launch a new product in the market, introduce a new service, or make any changes that may affect the company’s customers. In addition to surveying the area or the market, this report also examines company’s own financial and other resources to determine whether it will be possible, viable, profitable and sustainable to implement the proposal. A feasibility report may be made by an individual or by a committee, depending on the size of the proposed plan. (d) Project Report is written after a proposal takes shape, and after the preliminary survey has been completed. It describes the proposal as projected into the future, showing the cash flow and expected results. It is used for planning and also for convincing others, especially sanctioning and funding authorities like government departments and banks. A project report may be prepared on assignment by the management of a company. Or it may be written by a person on his own initiative, with a proposal for which he wants to get approval, sanction or funding. For example, an entrepreneur prepares a project report in order to get it approved by various authorities. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 269 12.4.1.3 Individual Report and Committee Report Report tasks may be assigned to an individual or to a committee. The work procedure and the logic of presentation are the same for both; but the style of the individual report is less formal than the style of a committee report. Usually, small and simple tasks are assigned to an individual while a large and complex task that needs a great deal of research, survey, inspection, etc. is assigned to a committee. A committee report is usually more complex than an individual report. Committee report is written in schematic form, and may have several sub-headings and sub-divisions. It is always an assigned report. A committee has to hold several meetings to discuss the information gathered and to decide on how to proceed. It has to maintain minutes of its meetings. Committee report takes a long time to prepare. A committee has to maintain a record of its work and describe the procedures in the report. Committee members need team skills and group discussion skills because the report is made jointly and signed by all members of the committee. Although the committee has a convener, all members carry responsibility for the contents of the report. An individual report may be in the schematic format or in the form of a letter or a memo. An individual report may be written on a person’s own initiative if a problem is noticed by the person, or an idea for an improvement or profitable venture comes to the person’s mind. An individual report may also be by assignment. 12.4.1.4 Memo/Letter Format and Schematic Format Memo/Letter format is used only for an individual report. It is never used for a committee report. It can be used for an assigned report or for a report written on the writer’s initiative such as First Information Report or an Initial Proposal Report. The memo/letter is addressed to the person who assigned the report or to the writer’s immediate superior. The date should be the date of submitting the report. CU IDOL SELF LEARNING MATERIAL (SLM)
270 English Language and Lab The subject line indicates what the report is about; for example, Inspection of electrical wiring in Parel godown Proposal to appoint Student Counsellor at every Study Centre All parts of the layout must be correct and complete according to the requirements. It is important not to confuse the letter format and the memo format; choose the format and stick to the correct layout. Opening paragraph: Any communication has to begin with a short introduction to indicate the purpose of writing the message. If you are writing an assigned report, begin with a reminder of the assignment to focus the reader’s attention [it was some days ago, and the person who assigned it has many other things to do, too]. For example, As you instructed me last week to inspect the electrical wiring of the Society’s Club House building, I carried out the inspection on Saturday and am happy to submit the following report. If you are writing the report to propose something on your own initiative, you may find it suitable to speak to the person first; the opening sentence would then refer to your conversation, as in the following example. As I mentioned to you yesterday, I noticed that a great deal of confusion prevails in the college canteen during the recess hour, and I think it is possible to have a more orderly process by making a few changes in the furniture arrangements. I am presenting a detailed proposal below. As I informed you by telephone, I am sorry to report that there was a fire in the office building early this morning. A full report is given below. Body of the Report: The main body contains the relevant information in suitable logical order. A letter/memo report is usually only one or two pages. If the content is complex, it can be presented under subheadings and/or bullet points as required. You can use tables, charts and diagrams to make your content easy to grasp. However, in a short report, it is better to keep the use of graphics to the minimum. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 271 Letter and memo reports do not have wide readership. They are meant for one individual who may share it with a few concerned persons for consideration and implementation. The topic is also of temporary relevance. There should be a separate paragraph for each of the three items that are needed in a report: Method of collection of data, Findings and Suggestions. A First Information Report can also be divided into these three factors to show your personal presence and inspection, a description of what you found from the scene and what action has already been taken, and a suggestion or recommendation of what should be done next. Closing paragraph: A suitable conclusion would be to thank the reader for the opportunity to make the study or for taking out time to read your proposal. You may also mention any special help that was given by someone in preparing the report. Also, offer to make further study if required and to help with implementing. In case of a FIR on a disaster, end with asking for instructions and/or stating what steps you are taking next. If any documents are attached, the word ‘Attachments’ is written at the bottom left corner of the memo; the documents are named. In letter format, attachments are shown as Enclosures. Although an office memo is not signed, a memo report has to be signed by the writer. The signature is put above the typed name at the bottom, left or right, without any complimentary close. An example of a confidential letter report is given below. ---------------------------------------------------------------------------------------------------------------------- 15 June 2019 Confidential Manoj Bhatt, Managing Director XYZ Paints Ltd. Dear Mr. Bhatt, CU IDOL SELF LEARNING MATERIAL (SLM)
272 English Language and Lab Subject: Working of Nagpur Branch In accordance with your instruction by telephone, on 4 June, I visited the Nagpur Branch for a surprise inspection last week. I observed the working of the branch office for three days and also inspected the office and the records. I am sorry to report that the branch office is run in a most unsatisfactory manner. When I reached the branch office on 10 June at 10.15 a.m., which is 15 minutes after opening time, I found that there were only a peon and two clerks. Taking me for a client, they informed me that office work started only at 11.00 a.m. The manager, Mr. R.S. Tatki arrived at 11.30 a.m.; lacking discipline in himself, Mr. Tatki is unable to maintain any discipline among the staff. The stock register and the account books have not been properly maintained for the last three months. It also appears that office stationery and small articles are freely used and taken away by the staff. The general indiscipline, if not controlled at once, is likely to result in heavy losses. Already there is loss of business since many of our clients have turned to our competitors owing to the poor service rendered by our branch office. Since the situation is quite bad, it will be necessary to take drastic steps to restore discipline in the branch office. I recommend that Mr. Tatki should be brought to the H.O. and kept in a subordinate position. Mr. G.K. Nayyar, Assistant Manager of Pune branch has proved himself quite able; he may be promoted as Manager and posted at Nagpur. Yours sincerely, ABC Secretary --------------------------------------------------------------------------------------------------------------------------------- Here is a report in memo format: --------------------------------------------------------------------------------------------------------------------------------- Date: 28 September 2019 To: Neeraj Bhatia, Marketing Manager CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 273 From: K.P.S. Nair, Marketing Executive Subject: Decline in Sales of Glazed Tiles In accordance with your instructions I have enquired fully into the causes of the decline in the company’s business of Glazed tiles in the last two years till July 2019, and submit my report as follows: I consulted five of our longstanding distributors by telephone and read through the last five issues of two of the industry journals to understand the market and prevailing trends in construction material and products. I also examined records of our customer list and their orders in the last three years. I found that there has been a gradual decrease in the frequency as well as the size of orders from most of our distributors although construction activity in and around the cities in the State has more than doubled. Several new companies have put out glazed tiles in the market. Some of the companies have introduced artistically designed tiles in a variety of colours. Besides most companies make square tiles in six sizes and rectangular tiles in four sizes. We have limited our production of tiles to six standard colours without design, and to only two sizes. Tiles are used extensively in kitchens of homes and hotels, but the demand is for designed tiles, and for sizes other than those we make. Hence, while the market for tiles has gone up, we have not been able to keep our share of the business. I recommend that we appoint a team of designers to create designed tiles. We should also introduce at least six sizes according to the demand in the market. An intensive advertising and sales campaign will have to be launched in order to win back the lost market. A committee including senior members of the production team and marketing team, with a mandate to address the issues, may be appointed and asked to submit detailed recommendations within 15 days. CU IDOL SELF LEARNING MATERIAL (SLM)
274 English Language and Lab Sd— K.P.S.Nair --------------------------------------------------------------------------------------------------------------------------------- Here is a memo format report with sections in a completely different sequence. Note that it has sub-headings and bullet point lists for organising the material into readable units. --------------------------------------------------------------------------------------------------------------------------------- TO: Mr. Charles P.Wentworth FROM: Scott Hemingway, Resident Manager DATE: March 2, 2019 SUBJECT: Recommendations for decreasing vacancy rate of the rental apartments in Oceania Park Villa Problem Oceania Park Villa currently has five vacant apartments. Two out of the last five tenants left because of high rents. When prospective tenants come to see the apartments, they seem very impressed but, with a large number of ‘available on rent’ signs in the locality, they soon find a similar apartment at a lower rent. Attached is a market analysis of ten similar rental apartments in Centerville locality. According to the analysis, the average monthly rent for a two-bedroom apartment is ` 12,000/-. We have been charging ` 13,000/-. Recommendation I recommend that we adjust our charges to match the market level by offering one month’s free stay for all those who sign a one-year lease. This is to be offered as an award in the form of a concessional rate for the last six months of the year instead of giving it as an initial one month of free stay. Thus, those who sign a one-year lease would offered the rate of ` 13,000/- for the first six months and ` 11,000/- for the remaining six months. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 275 We can offer this promotion also to our current tenants who wish to renew their lease for another year. Rationale Offering a discount in rent for six month rather than a month’s free stay as a promotion has several benefits: It encourage current tenants to renew their contracts and thus reduce the number of vacancies. It has flexibility. It can be withdrawn or varied and modified according to the prevailing conditions of demand and supply. It keeps the cash inflow stable by spreading the discount over a six-month period. It should reduce the length of time needed to rent a vacant apartment, increasing rent revenue. Rejected Alternatives Other alternatives solutions considered were: To do nothing, To increase advertising, To reduce rent, To offer a free gift as a form of promotion. Doing nothing is not a solution. With three apartments vacant, doing nothing costs ` 39,000/- a month, or ` 4,68,000/- a year. The promotion should reduce average vacancies to less than one a month. Even with discount, a reduction to one vacancy would increase rent revenue by at least ` 3,00,000/-. Increasing advertising would not be a solution unless we have some special offer. If we offer a month’s rent-free stay in the form of a spread out discount for a year’s lease, we will have something special to advertise. CU IDOL SELF LEARNING MATERIAL (SLM)
276 English Language and Lab Lowering the monthly rent is a possible alternative, but people like to get discounts. A month’s concession in rent is much more attractive and is an appropriate reward for those signing a year’s lease. Also, it allows us flexibility to make variations in the promotion according to market conditions. Offering a free gift is not always effective as what we offer as a gift may not be needed or desired by a prospective tenant. I would be happy to work out details and/or any modification and arrange for implementation of my recommendation. Attachment: Market analysis --------------------------------------------------------------------------------------------------------------------------------- 12.4.2 Parts of a Report A report consists of several parts, some of which are separate documents added before the main body, and some are placed after the main body. A long report is always presented in a binder. The main body is itself divided into four or five sections with headings. Some readers are interested only in the findings and conclusions; some may want to know only the recommendations; yet others may want to check the procedure followed for data collection; most might want to know with what terms of reference the report writer was working. All these details are included and presented in a logical format. Parts of a report are listed below. Each part appears on a new page. Cover page [also called Title page] Letter of transmittal Acknowledgements Table of contents List of abbreviations and/or glossary CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 277 Executive summary/abstract Terms of Reference Methodology (Procedure) Findings Conclusions Recommendations Appendices Bibliography Parts Placed before the Main Body The following parts are placed before the main body of the report. (a) Cover page: This must include: Report title Name and title of the person(s) for whom the report was prepared Name and title of the person(s) who prepared the report Date of submission of the report The title appears at the top of the cover page. It must be suitably laid out with equal margins on both sides. Here is an illustration of the title page of a report. --------------------------------------------------------------------------------------------------------------------------------- Report on Decline in Sale of Cycles in Tamil Nadu between January and June, 2019 Prepared for XXX, Marketing Manager CU IDOL SELF LEARNING MATERIAL (SLM)
278 English Language and Lab By Committee consisting of ABC DEF GHI July 2020 ------------------------------------------------------------------------------------------------------------ (b) Letter of Transmittal: This is like a Cover Letter for a Report. It is typed on the organisation’s letterhead. It is addressed to the person who commissioned the report. By this letter, the writer effectively hands over the report to that person. In a committee report, the letter may be signed by all the members of the committee. The letter includes: A salutation (e.g., Dear Ms Bhatia). The purpose of the letter (e.g., “We are happy to submit this report on ‘Underwater Welding’ which was commissioned by your company.”). The main findings of the report. Any important considerations, such as constraints of time. An acknowledgement of any significant help. An expression of pleasure or thanks (e.g., “Thank you for giving us the opportunity to work on this report.”). (c) Acknowledgements: This is a list of names of persons who helped the writer of the report with information, collection of data, references, discussion, and so on. It can be written in one paragraph or a few short paragraphs. It can also be laid out in the form of a vertical list of names. The following phrase and sentences show the variety of ways in which acknowledgements can be stated: CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 279 We would like to offer my special thanks to --- for ---. Advice given by --- has been a great help in ---. I am particularly grateful for the assistance given by ---. We wish to acknowledge the help provided by ---. Dr. --- provided us with very valuable ---. I would like to thank the following companies for their assistance with the collection of my data: Our special thanks are due to the staff of --- company for ---. (d) Abbreviations and Glossary: Abbreviations are short forms of words. Sometimes, a report includes abbreviations which may not be known to all readers of the report; an alphabetical list of them is provided with the full form of each abbreviation. A glossary is an alphabetical list of any technical terms used, with a brief explanation of their meaning. (e) Table of Contents: Table of contents is a list of the headings and appendices of the report with the page number on which each begins. If the report is long and complex, and includes tables and/or graphics, the table of contents includes a list of the tables, and a list of illustrations (or figures), separately. The correct page number is shown opposite each item of the contents. (f) Executive Summary: An executive summary is written for readers who may not have the time to read the whole report immediately, but need to know the main points in it. It is not longer than 10% of the full report; a 1000-word report would have a 100-word summary. An executive summary: Gives readers the essential contents of the report document. Previews the main points of the report enabling readers to build a mental framework for understanding the detailed information in the report. States the key results and recommendations given in the report. CU IDOL SELF LEARNING MATERIAL (SLM)
280 English Language and Lab The summary uses one or two sentences for every main section of the report. For example, it may include: Context of the research Purpose of the report Major findings and conclusions Main recommendations The summary is written after the report is completed although it is read first by the reader. Parts Placed after the Main Report Some parts are placed after the main body of the report. (a) Signature, Place and Date: This is placed at the end of the main body, on the last page after the last section. A report must always be signed. A committee report must be signed by all members of the committee. The signatures are on the right. The place and date are on the left. These are the place and the date of submission of the report. The survey or investigation will have been made at the location or site, but the report is submitted at the office where it was assigned. --------------------------------------------------------------------------------------------------------------------------------- Place : Kolkata R.B. Dasgupta, Convener Date : 23 May 2019 C.K. Puranik J.J. Mitra -------------------------------------------------------------------------------------------------- -------- (b) Appendix (Plural: Appendices or Appendixes): This is a supplementary document attached at the end of the report. This may be a copy of a questionnaire used, and any documents related to the study, such as plans of buildings, maps or letters, that are referred to in the report, but need not appear in the body of the report. Any interested reader can refer to the documents in the appendix. If there is more than one appendix, they are numbered in capital letters A, B, C, or in capital Roman numbers I, II, III. Every report does not have an appendix; it is needed only if there is some document or illustration to be presented for evidence or reference. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 281 (c) Bibliography: This is the list of sources used for reference and information by the report writer. Each type of source, namely, books, articles and websites, is listed separately. Books are listed in alphabetical order of the author’s surname. The book title is in italics, and publication details are given in brackets. Publication details for a book includes the publishers’ name, the place of publication and year of publication; for example, Shurter, R.L. Effective Letters in Business. (McGraw-Hill Book Company, Inc., 2008) Articles are also listed in alphabetical order of author’s surname; the name of the article is in double quotes, name of the journal is in italics and publication details are enclosed in brackets. Publication details for articles includes Issue umber, Volume number and numbers of the pages on which the article appears. Websites are listed by their URL. There are internationally accepted styles for writing the bibliography details, such as the MLA style, the APA style and the Harvard style. Every organisation adopts a style and expects all its reports to use the adopted style. If you have to write a Report as a Term Paper in any subject, the teacher who assigns the report should be consulted for the required referencing style. Each style can be found online; the websites also have a reference generator that automatically formats the reference for you when you fill in the required details. Main Report The main report is divided into four or five sections: Introduction or Terms of Reference, Procedure (Methodology), Findings, Conclusions and Recommendations. The section on recommendations is included only if the assignment asks for it. In some cases, the assignee may be told not to make any recommendations but just to present the findings. The Introduction is always the first part of the main body, but the other parts may be placed in different sequence as required by the company’s house style or by the person who assigns the report. The important thang is to divide and subdivide parts of the material into readable, logical units. Terms of Reference This is the first section of the report and may be called Introduction in an informal report. It gives: (i) details of the assignment; it includes a description of what is required to be dealt with CU IDOL SELF LEARNING MATERIAL (SLM)
282 English Language and Lab and studied by the writer of the report. (ii) the purpose, scope and limitations of the study. This section is given the roman number I. (i) Details of assignment include who assigned the report and/or appointed the committee, on what date and how the appointment was made (that is, by a resolution at a meeting, or by letter or office order). In the case of a committee, the names of the members of the committee are included. It also states what is the assignment, what is the date for submitting the report, and whether the report is expected to make recommendations. For example: The committee was appointed by the following resolution adopted at the meeting of the Board of Directors, held on 8 July, 2016: “A committee consisting of Mr. A (Convener), Mr. B and Mr. C was appointed to investigate the decline in the sale of cycles in Tamil Nadu between January and June, 2016, and to report with recommendations in one month’s time”. If the assignment is made by letter by the CEO or any other authority, the terms of reference must give the number and date of the letter, the name and title of the appointing authority, the purpose of the report, and the time allowed. According to the D/O letter no. xxx, dated xxx from Ms Zarine Chowna, M.D., a committee consisting of Ms ABC, Mr. DEF and Ms PQR was formed to examine the complaints of customers in xxx region. The committee was asked to submit the report, with recommendations, in three weeks. (ii) Purpose and Scope includes information about the area surveyed or the problem examined, and the limitations imposed on the study by constraints like time, finance or non- availability of data. Owing to constraints of time, the committee limited its study to five most populous cities in Tamil Nadu. As data related to xxx was not available, this study is limited to yyy only. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 283 Procedure This is the second section of the body of the report and may be numbered II. This section is also called Methodology. It gives details of the methods used for collecting information and data. For a committee report, it begins with the meetings held by the committee, for example: The committee met three times, on 26 July, and 12 and 20 August, 2019. The sub-committee held four meeting, on -----. Other methods of collecting information depend on the nature of the study. There are several methods. (i) Records of the organisation can provide data on production, sales, recruitment, marketing, expenditure, etc. A comparison of figures for different periods may suggest useful conclusions. (ii) Observation consists of watching certain phenomena involved in a problem, and recording what is systematically observed. This method is useful for problems like wastage of time in movement of material in a factory, or the circulation of traffic during certain hours or buyers’ behaviour at the point of purchase. (iii) Interrogation is the method of asking questions. It may be done by: (a) interviewing, if the number of persons to be questioned is small, (b) getting questionnaires filled in, if the number is large, (c) meeting experts and asking for their opinion, and (d) holding informal talks with randomly selected concerned persons. (iv) Reference to books, directories and standard publications. (v) Visits and personal inspection are necessary when sites are being surveyed or when there is need to observe the procedures or working. (vi) Experimentation is done by various kinds of tests for different kinds of inquiries. (vii) Testing of material in a laboratory may be done for certain kinds of investigations. The report writer has to choose the suitable methods for gathering data for the given problem. A committee’s work is usually recorded in passive voice, in the past tense, for example, Meetings were held with the members of the panchayat. CU IDOL SELF LEARNING MATERIAL (SLM)
284 English Language and Lab All the three sites were visited by the committee. Buyers’ choice decisions were observed for three days. The value of the findings, conclusions and recommendations depends on the thoroughness of the investigation and the methods used. Therefore, a report must indicate the methods used for collecting information. Findings This is the most important section. It may be numbered III in a report that numbers the sections. Presentation of findings is the main part of the report. The collected facts and information have to be organised into a presentable form, with headings and sub-headings. The mass of collected information is analysed and divided for easy and readable presentation. The units are joined by a numbering system. A common form of numbering is: --------------------------------------------------------------------------------------------------------------------------------- 1. FIRST MAIN HEADING 1.1 Second level heading (sub-heading) 1.2 Second level heading (sub-heading) 1.2.1 Third level heading (sub-sub-heading) 1.2.2 Third level heading (sub-sub-heading) 2. SECOND MAIN HEADING 2.1 Second level heading (sub-heading) 2.1.1 Third level heading (sub-sub-heading) 3. THIRD MAIN HEADING 3.1 Second level heading (sub-heading) 3.1.1 Third level heading (sub-sub-heading) 3.2 Second level heading (sub-heading) 3.2.1 Third level heading (sub-sub-heading) 3.2.2 Third level heading (sub-sub-heading) -------------------------------------------------------------------------------------------------------------------- The basis for division into units may be time periods, or geographical location, or any other factor that enables classification of the data. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 285 The subdivisions must be named carefully. They should be only one or two words, e.g., Raw material or Competing products. Sub-headings of equal importance must be in the same grammatical form, preferably a noun phrase, and in the same font size and style. For example, third level sub-headings may be as follows: (a) Lagging machine output (b) Increase in marketing cost (c) Difficulty of attracting skilled labour Details may be in the form of numbered statements, for example: (i) Unemployed villagers are migrating to cities in search of jobs. (ii) Failure of monsoon, leading to drought conditions, has encouraged migration to cities. (iii) Exposure to city lifestyles and improvement in the supply of electric power has popularised the use of consumer durables. As a result, the villagers have little surplus income left to deposit in bank accounts. The Findings may end with a brief summary of the most important findings or some conclusions which emerge from the findings. 12.5 Cover Letter The resume, the proposal and the report are largely information documents. They are accompanied by Cover Letter. The letter that goes with a report is called a letter of transmittal and is bound with the report. For the resume and the proposal, the cover letter should briefly elaborate on your accomplishments, and highlight prior experience that will make the resume “come alive”. Try to integrate your experience with your academic background. Before writing the letter, research the position for which you are applying and find out whatever you can about the organisation. This will help you to present yourself as a perfect fit for the organisation. State what you can do and how you will be useful to the employer; write in a fresh natural style. Never use jargon phrases such as requesting “a job under your kind control.” The letter CU IDOL SELF LEARNING MATERIAL (SLM)
286 English Language and Lab must reflect an energetic, well-cultivated and poised personality. Every detail of the cover letter needs careful attention; parts of the layout must be arranged neatly and framed accurately; names, designations, addresses, dates, and so on, must be absolutely correct. Even a small error tells the prospective employer about the applicant’s carelessness. An employer is interested in the applicant’s personal qualities like diligence, willingness to learn, ability to work with others, and motivation to achieve. Your cover letter must show that you have these qualities and that you fit the employer’s needs. Show the employer how he will benefit by employing you. Writing about the employer’s needs and interests is the art of using the “You” attitude. If a job is attractive, there will be many applicants with similar qualifications competing to make the best impression. An impressive cover letter with an individual style and tone can distinguish your application from competitors’ letters which state the same required qualifications. Use your own style and be concise—not more than one page. Use simple language without flowery phrases and show your distinctiveness and fit for the job/organisation. End the letter with a request for a personal interview, enthusiastically offering to tell more about yourself or to show samples of your work. 12.6 Summary Documents that need to include a large amount of information have to be carefully divided and subdivided into parts with sub-headings. The writer’s skill in breaking up the mass of information contributes to the effectiveness of the document. Three such documents are the CV or bio-data required for making a job application; proposal required for persuading a client to give a job contract; report which can be of several kinds according to the purpose. The CV and the proposal face competition. All three involve research to gather material, sifting, sorting and organisation of the material, and presentation of the information in a readable and logical format. All are accompanied by a cover letter that does the job of persuading the reader. CV introduces the candidate to the prospective employer and shows how the candidate’s qualifications match the job description. It is divided into Education, Experience, Personal Details and References. The sequence of the divisions may vary. CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 287 Proposal may be solicited or unsolicited. Solicited proposal is in reply to Request for Proposal (RFP) and must comply with every requirement. Proposal includes problem statement, solution, costs, references and request for meeting Report is usually assigned; it may be prepared by individual or committee, may be letter/memo format or schematic format. Routine reports are written on printed format as the required information is standardised and routine. Special reports are of a large variety depending on purpose. A report usually has Terms of Reference indicating why the report is written, Procedure (or Methodology) explaining methods of gathering and analysing data, Findings stating what was found by analysing the data, Conclusions from analysis, and Recommendations (or Suggestions) for action to solve the problem. 12.7 Keywords/Abbreviations Solicited: Asked for or invited by prospective buyer/employer. Job applications and proposals may be either solicited or unsolicited. Unsolicited application or proposal is a sales effort offering services in anticipation of the need. RFP (Request for Proposal): A prospective buyer’s statement of requirements, giving details. It gives details of requirement and usually includes budget and time limit. It is published in newspapers or may be sent to selected suppliers. Feasibility: An analysis and assessment of a proposed project to determine whether it is technically possible, and within the estimated cost and available resources, and will be profitable. Feasibility study is always conducted where large sums of money are required for the proposal. Schematic: Showing the main form and features of something, in a way that helps people to understand it. The report format which divides the content into named sections so that the scheme of organisation can be easily understood. Recommendation: A suggestion or proposal as to the best course of action, especially one put forward by an authoritative body. When the report writer is not in a position of authority, the report might include suggestions for a course of action. CU IDOL SELF LEARNING MATERIAL (SLM)
288 English Language and Lab 12.8 Learning Activity 1. Suppose you live in a housing society consisting of 3 to 5 buildings which are numbered A, B, C, D and E. Each building has 6 floors and 6 flats on each floor. The Secretary of the Society asks you to survey the premises and report on anything that needs attention or repair in the common areas. (a) Make a checklist of the things you will inspect [for example, water pipes, any installations, wires, etc.]. (b) Prepare a time schedule for your inspection which is to be completed in two days. (c) Make a list of sub-headings you will use to present your findings. (d) Exchange your plans with some others so the you can get peer review and learn from one another. ----------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------- 2. Try to write an introductory paragraph [three to four sentences] for the report you will write. Get peer review by working in a group. ----------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------- 3. Work out the self-assessment form given in section 12.2.1. Remember that it takes several days to complete it and also needs to be revised periodically as you make self- improvement. ----------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------- CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 289 12.9 Unit End Questions (MCQ and Descriptive) A. Descriptive Type Questions 1. Prepare your CV and write-up for this advertisement: Walk-in interview for graduates in English who can write and edit company’s brochures and sales material in English. Come with your CV and a one-page write-up on why we should hire you. Venue: 154-A, Mittal Court, A Wing, Sector 16, Chandigarh. Time: Any time between 10.00 a.m. and 3.00 p.m. on Tuesday, 21 January. 2. Write out the full proposal given above as case study. 3. Prepare a proposal to be used for your company as part of your sales effort. 4. Your company Green Growers, is a plant nursery. A multinational company’s office in your city has sent you a RFP for developing their compound into an attractive garden; they have given a budget limit and a time limit. Prepare your proposal as a class project after inspecting the company’s compound. Prepare an outline and hold a group discussion to finalise the plan. 5. There has been remarkable decline in the sale of sports goods manufactured by a company. The Marketing Manager has been asked to report with recommendations for stopping the decline. Prepare the report. 6. Many complaints have been received about delays in delivery and shortage in the consignments of a company’s edible oils dispatched to Gujarat. A committee of three executives, one each from marketing department, dispatch department and transport department has been asked to look into the causes of the complaints and report to the General Manager within fifteen days. Write the report. 7. The Principal of a college has appointed a committee of two teachers and three students to suggest new directions in which students’ co-curricular activities can be developed. Write the committee’s report. 8. A group of 5 regular users of your local library has been appointed by the Librarian to suggest reorganisation of the library so as to make the maximum use of space and CU IDOL SELF LEARNING MATERIAL (SLM)
290 English Language and Lab facilities available. Convener of the committee prepare the report, recommending computerisation of the library’s catalogues and lending system. B. Multiple Choice/Objective Type Questions 1. A Resume should be prepared ___________. (a) as soon as you see an advertisement for a job (b) after making a thorough self-assessment (c) when the last date for receiving applications comes near (d) after researching the company and one’s own qualifications 2. A Cover letter accompanying a Resume should ___________. (a) repeat the qualifications (b) show how the candidate’s qualifications fit the job requirements very well (c) be long and give all details of candidate’s experience and education (d) be written exactly like a sample downloaded from a website 3. A Resume should be ___________. (a) written freshly for each job you apply for (b) long in order to be impressive (c) adapted from a sample that you download (d) include every item of your education and experience 4. A Proposal is ___________. (a) to be written only on receiving RFP (b) an offer to render a specific service as required by a prospective buyer (c) a short document expressing your willingness to render the required service (d) not likely to face competition for attention CU IDOL SELF LEARNING MATERIAL (SLM)
Technical Writing 291 5. Graphics and illustrations are very effectively used in ___________. (a) Resume and Report (b) Resume, Proposal and Report (c) Proposal and Report (d) Proposal and Resume 6. A special report is written for the following purposes except ___________. (a) informing the management about an unusual happening (b) examining a problem (c) keeping the management informed about the development of an ongoing project (d) finding out whether it would be advisable to set up a new branch 7. In order to suggest solutions to a problem that brings down the profits of a branch, you have to prepare ___________. (a) An investigation report (b) An inspection report (c) An appraisal report (d) A feasibility report 8. An investigation report by a committee is written in ___________. (a) memorandum format (b) schematic format with sub-headings (c) letter format (d) the form of minutes 9. A report prepared by an individual may be in any of these formats except ___________. (a) memo (b) letter (c) schematic with sub-headings (d) minutes 10. One type of periodical report is ___________. (a) Feasibility (b) Inspection (c) Survey (d) Investigation 11. The following is a list of sub-titles of equal importance. Which one needs to be re-drafted? (a) Deposits are reducing (b) Increase in marketing cost CU IDOL SELF LEARNING MATERIAL (SLM)
292 English Language and Lab (c) Difficulty of attracting competent staff (d) Lack of economic development 12. The title page of a report includes all the following except ___________. (a) month and year of submission (b) signatures of persons who prepared the report (c) title of the report (d) names of persons who prepared the report Answers 1. (d), 2. (b), 3. (a), 4. (b), 5. (c), 6. (c), 7. (a), 8. (b), 9. (d), 10. (b), 11. (a), 12. (b). 12.10 References Books: 1. Sharma, R.C. and Mohan, Krishna, “Business Correspondence and Report Writing”, Tata McGraw-Hill, New Delhi. 2. Urmila Rai and S.M. Rai, “Business Communication”, Himalaya Publishing House. Websites: 1. https://www.myamcat.com/freshers-resume-templates 2. https://www.glassdoor.com/blog/guide/how-to-write-a-cover-letter/ 3. http://businesscommunicationproposals.blogspot.com/p/how-to-write-informal-proposal_ 03.html 4. https://www2.le.ac.uk/offices/ld/resources/writing/writing-resources/reports 5. https://www.victoria.ac.nz/vbs/teaching/resources/VBS-Report-Writing-Guide-2017.pdf CU IDOL SELF LEARNING MATERIAL (SLM)
Vocabulary 293 UNIT 13 VOCABULARY Structure: 13.0 Learning Objectives 13.1 Introduction 13.2 Use of Words 13.2.1 Synonyms 13.2.2 Antonyms 13.2.3 Homonyms 13.2.4 Collocations 13.2.5 Contextual Usage 13.3 Parts of Speech 13.4 Subject-Verb Agreement 13.5 Summary 13.6 Keywords/Abbreviations 13.7 Learning Activity 13.8 Unit End Questions (MCQ and Descriptive) 13.9 References CU IDOL SELF LEARNING MATERIAL (SLM)
294 English Language and Lab 13.0 Learning Objectives After studying this unit, you will be able to: Illustrate how to use words appropriately. Learn how to improve one’s vocabulary. Discuss the parts of speech 13.1 Introduction Vocabulary means a list of words, usually given in alphabetical order. It also means the stock of words used by a person. We usually have a large passive vocabulary of words that we use for understanding what we hear or read; and a smaller active vocabulary of words which we use for speaking or writing. We can receive and understand more words than we can use for producing language in writing or speech. Also, our reading and writing vocabulary is larger than our spoken vocabulary because we have time to make an effort to recall words when we read or write; speech flows faster and there is less time to recall words. So, our reading vocabulary (passive one) is the largest and our speaking vocabulary (active one) is the smallest. We use all the words we know when we are reading, and use the fewest of the words we know when we are speaking. The vocabulary of a language keeps growing as knowledge increases and new words are coined to express new ideas and concepts. We use the terms ‘technical vocabulary’, ‘medical vocabulary’, ‘legal vocabulary’, etc. to mean the list of words needed to describe concepts in that subject, and used for discourse in that subject. 13.2 Use of Words Every language has a stock of words which keeps growing as the people using the language learn more and either borrow words from other languages or coin new words. The more busy a 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:
