Lessons

      Pre-write

  1. Follow e‑mail protocol and etiquette.
  2. Set goals.
  3. Know your readers.
  4. Choose strategies based on the goals and readers.
  5. Use a standard letter format.
  6. Use a standard memo format.

     
    Competency Examination 1

    Submit only one document for this examination. Choose the document type you most want to receive feedback on from the list below. Follow the instructions to write the document and submit it to your instructor. Then, do not submit one of the other documents:

    E‑mail case
    Report case
    Letter case
    Memo case

     

    Prepare Your Notes
  7. Learn how to overcome writer's block.
  8. Prepare notes for your e‑mail, memo, letter, or report.

    Organize the Writing
  9. Organize the notes.
  10. Use special organizational patterns for some messages.

    Introduce the Content
  11. For e‑mails and memos, always write a clear, meaningful subject line.
  12. For letters, use a "Subject" or "Re" line if your company customarily uses it.
  13. Write a clear, complete introduction.
  14. For e‑mails, letters, and memos, write a cordial beginning or buffer.
  15. State the contents of the document.
  16. For reports, state conclusions and recommendations in the introduction.

    Present Explanations in Blocks
  17. Write the explanations in blocks.
  18. Keep explanations of a subject together in one block.
  19. Check each block for focus.
  20. Check each block for completeness.
  21. Open each block with a statement of the contents.
  22. Use headings to open blocks.
  23. Practice Writing the Thesis, Generalizations, and Headings.

     
    Competency Examination 2

    Submit only one document for this examination. Choose the document type you most want to receive feedback on from the list below. Follow the instructions to write the document and submit it to your instructor. Then, do not submit one of the other documents:

    E‑mail case
    Report case
    Letter case
    Memo case

    Present Lists Clearly
  24. Create lists.
  25. Open list blocks.
  26. Mark the list items clearly.
  27. Keep list items in a single list.
  28. Keep list items in the same format.
  29. For reports, present information in tables when possible.
  30. Use information blueprinting to be explicit.  
     

    Write Clear, Complete Explanations
  31. Write to build conclusions in the reader's mind.
  32. For reports, write clear, complete, relevant explanations.
  33. Use key words consistently.
  34. Fully explain each new concept word or phrase.
  35. Use full phrases to define words clearly.

    Write Conclusions that Have Impact
  36. Write a conclusion that achieves your goals.

     
    Competency Examination 3

    Submit only one document for this examination. Choose the document type you most want to receive feedback on from the list below. Follow the instructions to write the document and submit it to your instructor. Then, do not submit one of the other documents:

    E‑mail case
    Report case
    Letter case
    Memo case
    Write Clear, Effective Paragraphs, Sentences, and Words
  37. Use paragraphs to organize information.
  38. Write concisely.
  39. Combine sentences to show relationships. Separate sentences to make them clearer.
  40. Write clear, simple, straightforward sentences.
  41. Write strong, direct sentences.
  42. For reports, write clearly and simply for non-technical readers.
  43. Use words the reader will understand.  
     

    Prepare a Polished, Correct Final Draft
  44. Use your spell checker and grammar checker.
  45. Proofread.
  46. Format the e‑mail to be readable.

    Competency Examination 4

    Submit only one document for this examination. Choose the document type you most want to receive feedback on from the list below. Follow the instructions to write the document and submit it to your instructor. Then, do not submit one of the other documents:

    E‑mail case
    Report case
    Letter case
    Memo case
      

     

Competency Examination 1: Letter Case
Options for this Examination

You have two choices for the competency examination.

  1. You may use the case study below. Copy it and paste it into a Word document. Copy the questions provided below and paste them into the Word document after the case study text. Answer the questions there. Then write your response letter after the answers to the questions. Submit the Word document to your instructor.

  2. Instead of the case study, you may use a letter you have actually written since the time you studied the materials to demonstrate your ability to apply the skills to your daily work activity. The letter should be in a Word document. Copy the questions provided below and paste them after the text of your document. Answer the questions there. Submit the Word document to your instructor.

Important
The first question you must answer asks you what your goals are. You must write your goals in reader terms: What will the reader know, believe, or do? Do not write what you will do: "inform the reader," "explain to the reader." Don't turn the goal into something you will actually do: "The reader will be informed . . ." To help you, start each objective with "The reader will . . ." and follow with some word like "know" or "believe," or some action.

If you need help understanding how to write goals in reader terms, read the explanation at this link. You will have to complete this examination again if you do not write the goals in reader terms.

  1. What are your goals for the primary reader? Describe them in reader terms. (IMPORTANT: See Guideline 2, "Set Goals" on how to write goals in reader's terms.)

  2. Who are other potential readers and what are your goals for them?

  3. Analyze the readers using these guidelines from the lessons:

    What do these readers expect?

    Do these readers really need something else or something more?

    How much do the readers know?

    What are the readers' education and expertise levels?

    What are the readers' positions or professional levels?

    What are the readers' attitudes about you and the subject?

  4. Choose strategies based on the goals and readers. These are the areas of strategies:

    What readability level should you use?

    What level of difficulty should you use?

    Should the explanation be abstract or concrete?

    Should the feedback loop be abstract or concrete?

    What level of formality should you use?

    What tone should you use?

    What stance should you use?

Case study

Henrietta Hensen works as a buyer for Kelim's Oriental Rugs, a small neighborhood store in Chicago. She frequently places orders for inexpensive rugs with your company, Rugs Galore, in Pennsylvania. Henrietta is also the chairperson of Oriental Rugs Illinois, a trade association representing most oriental rug stores in Illinois.

The last shipment she received from you contained three expensive carpets that she had not ordered. Henrietta was sure they would not sell in her store so she sent this claim to you requesting the cheaper carpets she had originally ordered. You have received two of the carpets from her but have not received the third.

This is the list of skills you must demonstrate that you have mastered:

  • Follow e mail protocol and etiquette.
  • Set goals.
  • Know your readers.
  • Choose strategies based on the goals and readers.
  • Use a standard letter or memo format.
 

Kelim's Oriental Rugs k

2386 North Ardmore Boulevard, Chicago, Illinois 60620 (312) 555-1212

 

May 15, 2018

 

Mr. Arnold Blake
Rugs Galore, Inc.
4834 Allison Street
Clairton, PA 15025

Dear Mr. Blake:

I am a buyer for Kelim's Oriental Rugs in Chicago. I frequently place orders for rugs with your company for resale in our store.

The last shipment I received from you contained three expensive Persian carpets that I had not ordered. I am sure they will not sell in my store, so I returned them on May 1. You should have received them by now. This is my request that you send the cheaper carpets I had originally ordered. Even if the carpets have not arrived, I need the other carpets because I have customers who have already purchased them based on the floor samples we have. Please send the three carpets immediately.

Sincerely,

 

Henrietta Hensen
Owner