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Philip kolin
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 audience’s needs when writing instructions, p. 253 • anticipating audience’s needs in short reports, p. 281 • crafting persuasive proposals for readers, p. 300 • understanding audience’s 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 reader’s 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 con 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 Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. CONCISE THIRD EDITION Successful Writing at Work Philip C. Kolin University of Southern Mississippi Australia • Brazil • Japan • Korea • Mexico • Singapore • Spain • United Kingdom • United States Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. This is an electronic version of the print textbook. Due to electronic rights restrictions, some third party content may be suppressed. Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it. For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit www.cengage.com/highered to search by ISBN#, author, title, or keyword for materials in your areas of interest. Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. © 2012, 2009, 2006 Wadsworth, Cengage Learning ALL RIGHTS RESERVED. No part of this work covered by the copyright herein may be reproduced, transmitted, stored, or used in any form or by any means graphic, electronic, or mechanical, including but not limited to photocopying, recording, scanning, digitizing, taping, Web distribution, information networks, or information storage and retrieval systems, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without the prior written permission of the publisher. 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Preface xiii Chapter 1: Getting Started: Writing and Your Career 1 Writing—An 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 Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. 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 Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. 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 Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. vi Contents Special Request Letters 112 Sales Letters 112 The Four A’s 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, Résumés, 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 Résumé 160 What Employers Like to See in a Résumé 160 The Process of Writing Your Résumé 162 Parts of a Résumé 163 Career Portfolios/Webfolios 169 Organizing Your Résumé 172 The Online Résumé 174 Letters of Application 179 How Application Letters and Résumés Differ 179 Writing the Letter of Application 179 Going to an Interview 186 Preparing for the Interview 186 Questions to Expect at Your Interview 187 Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. . Distinctive Features of Successful Writing at Work, Concise Third Edition The distinctive features that have made Successful Writing at Work, Concise Edition, . earlier editions, the Concise Third Edition reinforces the importance of ethical workplace writing. Beginning with enhanced coverage of ethical writing