1 Quick Guides to Successful Writing at Work, Concise Third Edition
ETHICS
observing ethical behavior, p. 18 resolving ethical dilemmas, p. 23 writing ethically, p. 24 avoiding sexist/stereotypical language,
p. 48 creating honest resumes, p. 160 preparing ethical visuals, p. 230 writing objective reports, p. 282 providing accurate documentation, p. 328
AUDIENCE
identifying your audiences, p. 5 selecting your style and tone, p. 11 writing audience-centered memos and
e-mails, p. 70 and p. 78 achieving the you attitude, p. 105 creating convincing resumes, p. 160 designing audience-friendly documents
and websites, p. 197 and 238 choosing audience-appropriate visuals,
p. 209 assessing audiences needs when writing
instructions, p. 253 anticipating audiences needs in short
reports, p. 281 crafting persuasive proposals for readers,
p. 300 understanding audiences use of long
reports, p. 322
INTERNATIONAL READERS
writing for the global marketplace, p. 2 using international English, p. 4 writing business letters for international
readers, p.131 respecting your readers nationality and
cultural heritage, p. 138
choosing visuals for worldwide readers, p. 235
preparing instructions for global readers, p. 254
consideration of multinational audiences in presentations, p. 360
THE PROCESS OF WRITING AND COLLABORATION
knowing the four keys to effective writing, p. 5
understanding what writing is and is not, p. 31
researching, planning, drafting, revising, and editing, p. 32
learning to write collaboratively, p. 51 resolving confl ict when writing
collaboratively, p. 54 collaborating with computers, p. 57 documenting sources using MLA and
APA guidelines, p. 328
CORRESPONDENCE
following memo format, p. 71 organizing a memo carefully, p. 76 sending a business fax properly, p. 77 observing e-mail guidelines, p. 81 using instant messaging at work, p. 86 writing workplace internal and external
blogs, p. 88 understanding the function and audience
needs for letters, p. 95 understanding letter formats, p. 96 knowing the parts of a letter, p. 99 organizing a business letter, p. 103 writing various types of business letters,
p. 109 crafting good and bad news messages,
p. 116
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C O N C I S E T H I R D E D I T I O N
Successful Writing at Work
Philip C. Kolin University of Southern Mississippi
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To Kristin, Eric, and Theresa
Evan Philip and Megan Elise
Julie and Loretta
Diane
and
MARY
Successful Writing at Work, Concise Third Edition Philip C. Kolin
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Preface xiii
Chapter 1: Getting Started: Writing and Your Career 1 WritingAn Essential Job Skill 1 Writing for the Global Marketplace 2
Competing for International Business 2 Communicating with Global Audiences 2 Seeing the World Through Their Eyes 2 Cultural Diversity at Home 4
Using International English 4 Four Keys to Effective Writing 5
Identifying Your Audience 5 Case Study: Writing to Different Audiences in a Large Corporation 10
Establishing Your Purpose 10 Formulating Your Message 11 Selecting Your Style and Tone 11
Case Study: A Description of Heparin for Two Different Audiences 12 Characteristics of Job-Related Writing 14
1. Providing Practical Information 14 2. Giving Facts, Not Impressions 14 3. Supplying Visuals to Clarify and Condense Information 15 4. Giving Accurate Measurements 16 5. Stating Responsibilities Precisely 16 6. Persuading and Offering Recommendations 16
Ethical Writing in the Workplace 18 Ethical Requirements on the Job 18 Computer Ethics 20 Employers Insist on and Monitor Ethical Behavior 21 Some Guidelines to Help You Reach Ethical Decisions 22 Ethical Dilemmas: Some Scenarios 23 Writing Ethically on the Job 24
Successful Employees Are Successful Writers 26 Revision Checklist 27 Exercises 28
iii
Contents
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iv Contents
Chapter 2: The Writing Process and Collaboration at Work 31 What Writing Is and Is Not 31
What Writing Is 31 What Writing Is Not 32
Researching 32 Planning 33 Drafting 37
Key Questions to Ask as You Draft 37 Guidelines for Successful Drafting 37
Revising 38 Allow Enough Time to Revise 38 Revision Is Rethinking 38 Key Questions to Ask as You Revise 38
Case Study: A Before and After Revision 39 Editing 41 Collaboration Is Crucial to the Writing Process 51 Advantages of Collaborative Writing 52 Seven Guidelines for Successful Group Writing 53 Sources of Conflict in Group Dynamics and How to Solve Them 54
Common Problems, Practical Solutions 55 Computer-Supported Collaboration 57
Advantages of Computer-Supported Collaboration 57 Types of Groupware 57 Avoiding Problems with Online Collaboration:
A Summary 60 Revision Checklist 61 Exercises 62
Chapter 3: Writing Routine Business Correspondence: Memos, Faxes, E-Mails, IMs, and Blogs 69 What Memos, Faxes, E-Mails, IMs, and Blog Posts Have in Common 69 Memos 70
Memo Protocol and Company Politics 70 Memo Format 71 Memo Parts 74 Questions Your Memo Needs to Answer for Readers 74 Memo Style and Tone 75 Strategies for Organizing a Memo 76 Organizational Markers 77
Sending Memos: E-mail or Hard Copy? 77
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Contents v
Sending Faxes: Some Guidelines 77 Cover Page 77 Sending a Document 78
E-Mail: Its Importance in the Workplace 78 Business E-Mail Versus Personal E-Mail 78 E-Mails Are Legal Records 81 Guidelines for Using E-Mail on the Job 81
Instant Messages (IMs) for Business Use 84 When to Use IMs Versus E-Mails 86 Guidelines on Using IMs in the Workplace 86
Blogs 88 Internal/External Blogs 88 Guidelines for Writing a Business Blog 88
Routine Correspondence: A Final Word 91 Revision Checklist 92 Exercises 93
Chapter 4: Writing Letters: Some Basics for Communicating with Audiences Worldwide 95 Letters in the Age of the Internet 95 Letter Formats 96
Full-Block Format 96 Modified-Block Format 96 Semi-Block Format 98 Continuing Pages 98
Parts of a Letter 99 Heading 99 Date Line 99 Inside Address 99 Salutation 101 Body of the Letter 101 Complimentary Close 101 Signature 102 Enclosure(s) Line 102 Copy Notation 102
The Appearance of Your Letter 102 Organizing a Standard Business Letter 103 Making a Good Impression on Your Reader 105
Achieving the You Attitude: Four Guidelines 105 The Five Most Common Types of Business Letters 109 Inquiry Letters 110 Cover Letters 110
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vi Contents
Special Request Letters 112 Sales Letters 112
The Four As of Sales Letters 112 Customer Relations Letters 114
Being Direct or Indirect 116 Follow-Up Letters 117 Complaint Letters 117 Adjustment Letters 124 Adjustment Letters That Tell the Customer No 126 Guidelines for Saying No Diplomatically 128 Collection Letters 131
International Business Correspondence 131 Ten Guidelines for Communicating with
International Readers 134 Respecting Readers Nationality and Ethnic/Racial Heritage 138 Writing to Readers from a Different Culture: Some Examples 139
Sending Letter-Quality Messages: Final Advice to Seal Your Success 142 Revision Checklist 143 Exercises 144
Chapter 5: How to Get a Job: Searches, Dossiers, Portfolios, Rsums, Letters, and Interviews 152 Steps the Employer Takes to Hire 152 Steps to Follow to Get Hired 153 Analyzing Your Strengths and Restricting Your Job Search 153
Social Networking Sites and Your Job Search 154 Enhancing Your Professional Image 154 Looking in the Right Places for a Job 155 Dossiers and Letters of Recommendation 158
Obtaining Letters of Recommendation 158 Preparing a Rsum 160
What Employers Like to See in a Rsum
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