TOPIC TWO

APPLY WRITTEN COMMUNICATION

Hello, Welcome to Topic Two!

Learning Outcomes

By the end of this topic, the trainee should be able to:

a) Define written communication.

b) Highlight types/examples of written communication.
c) Highlight advantages and disadvantages of written communication.
d) Discuss organization requirements for written communication.

Information is passed through various channels of communication (forms of communication)

such as oral, written, visual communication, audio-visual and electronic communication. The
channels are classified into: Non-verbal communication, written communication, oral or verbal
communication, visual communication, audio-visual communication and communication using
Technology.

Written communication can be defined as the passing of information by means of written

symbols either printed or handwritten.

Examples of written communication include: letters, notices, memos, newspapers, reports,

circulars, minutes, Curriculum Vitae, questionnaires and manuals.

1. Business correspondence/letters
There are three different kinds of letters and they include:
Personal /Friendly letters
Personal letters are written to people who are related and within the personal level. They are written
to our acquaintances, i.e., those with whom either we have had relationships or wish to maintain
some relationship. Due to their very purpose, personal letters are informal in nature. The salutation
may be that of a relation or a friend and starts with ‘my dear’ ‘my very dear’ and ends with ‘yours
only’ ‘yours sincerely’. Etc. They can also be intimate with expressions of feelings. They have no
specific purpose achieved except renewing or reinforcing love and affection.

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Business letter

These are letters written to business clients, customers, in the office, in organizations to other
organizations generally in business circles.

The objective of business letters is purely business activity. They are written for a definite objective
e.g. selling, purchasing, and inquiring about something.

They are formal in nature and follow a laid procedure and certain set of rules

They have to be accurate to the point and written in cool and calculated manner with a specific
purpose or motive.

Official/Formal letters

These are letters sent out by any organization regardless of who writes them. They represent the
organization and therefore, care should be taken to ensure that they provide not only accurate
information but also the truth.

FORMAT\STYLE OF BUSINESS LETTER:

The following formats are used in business letters:

Full or complete block format

All parts of a letter begin from the left margin. E.g. date, salutation, subject etc., flush on the left
margin

Advantage

Format is clear and straightforward.

it is easier to write or type because the typist does not have to adjust different margins for different
parts of the letter.

Disadvantage

Since this format mostly concentrates on the left margin, the margin appears to be crowded and
unbalanced
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Example:

Name of the company

 Date
 Ref: .yours
. Ours

 Inside address
 Salutation
 Subject
 Body
 Complimentary close
 Enclosure
 Copies

Indented format or layout

It is one of the oldest and most traditional forms of business letters.

The address line and the body of the letter are indented two or four spaces from the previous lines.
The address lines have a comma at the end of each line and a full stop at the end of the last line.

It is generally used when the letter is written by hand.

It requires more time to type as the typist has to keep shifting because of the indent.

Parts of a business letter

1. Writer’s address (sender’s address)

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 2. The date
3. The inside address (receiver’s address)
4. The salutation (Dear Sir or Dear Mr. Thomas)
5. The subject
6. Introduction (Background information)
7. The body
8. The complimentary close (yours faithfully)
9. The signature
Writer’s Address
This should be clearly written at the beginning of the letter on the top left-hand side of the
writing pad (blocked format of the letter writing)
The date
 This should follow immediately a space below the writers’ address and is best written in full
(29th august 2011)
NB: It is very important to indicate clearly when the letter was written for reference purpose.

The Inside Address (Receiver’s Address)

 This comes after the date with a space left between them. Type the name or title and the
full address of the person to whom you are writing.
The Salutation
 This is the next part of your letter after the inside address and it should be followed by a
colon (:) or coma (,)
Note
 If you do not know the gender of the recipient of your letter, just write Dear sir. However,
use Dear madam only when you are sure that the person you are writing to is a female.
You should avoid Dear sir/Madam.
The Subject
 This is what the letter is all about
 It should be as short as possible, enticing, eye-catching and is usually better when written
in capital letters.
Introduction

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  This is the background and the basis
 The 1st paragraph of your letter should state the reason for the communication.
 It may: -
 Acknowledge previous correspondence
 Refer to a meeting
 Provide an introduction to the matter being discussed etc.
The Body
 This is the most important part of the letter because it should contain all the information
you want to communicate to your reader.
 It should be written in expressive, clear, grammatical sentences and coherent paragraphs
or sentences.
The Complimentary Close
 This tells your reader that your letter is coming to an end.
 In this one, follow the conventions or rules of a letter writing i.e. Dear Mr. John goes well
with ‘Yours Sincerely, Dear sir goes well with yours faithfully.
The Signature
 This is your unique way of identifying yourself which may also sometimes consist of
your name, designation or department, the later coming below your name preferably in
capital letters.

Apart from the parts of a letter discussed above, the following parts of a letter only apply to some
letters that you might write and therefore are included for some specific purposes.

1. Enclosures (Enc)
 This refers to any documents that you may want to send to your reader.
 They may be copies of your certificates and testimonials etc.
 They come immediately after the signature.

2. Copies (cc)
This is usually abbreviated as cc which indicate to whom you would want to share the
information with the main recipient of your letter

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A SAMPLE OF A JOB APPLICATION LETTER (COVERING LETTER)

CONSOLATA HIRIBAE
C/O BTL
P.O BOX 9
GARSEN

23RD August 2012

THE CHIEF EXECUTIVE OFFICER

SMALL AND MICRO ENTERPRISE PROGRAMME
P.O BOX 22171-00520
NAIROBI

Dear Sir:

APPLICATION FOR THE POST OF THE PRINCIPAL ACCOUNTS OFFICER.

I wish to submit this application for the above post as advertised by the Daily Nation newspaper
of July 20th 2011.

I am a 42-year-old trained accountant, holding a Master of Science (Hons.) degree in the

financial management of the University of Nairobi and a Post graduate Diploma in Education
from Kenyatta University. I am also a certified member of ICPAK.

My experience includes five years with Nairobi city council; six years with metal works
manufactures Ltd where I rose to the position of Chief Accountant; and five years as lecturer at
the Kenya polytechnic where I rose to the position of Head of Department of business studies.

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My responsibilities include; supervision of junior employees and support staff of the department,
implementation of financial plans; and both financial and routine administration of the
department.

I look forward to be offered a chance for the interviews.

Yours Faithfully,

Consolata Hiribae.

Enc: CV (Curriculum Vitae)

ID photocopy
2 Passport photos colored
Copies of examination certificates
Copies of testimonials
Copies of birth certificate

2. Curriculum Vitae/Resume

 It is a document that carries much more detailed information about an individual who applies
for a job in a certain organization.
 In other words, it is a document that gives an account or historical background of an
individual.
NB It accompanies a covering /job application letter and it must be typed.

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 A SAMPLE OF A C.V

PERSONAL DATA
Name: Consolata Hiribae
Date of birth: 11/6/1992
Nationality: Kenyan
Marital status: Single
Postal address: 9 Garsen
Telephone number: 0732917845
Email address: cmaidai@gmail.com

ACADEMIC QUALIFICATION/BACKGROUND

Year School Exam Marks/grade

2006 – 2009 St John Girls KCSE C+
1998 – 2005 Adore Primary KCPE 298 Marks

PROFESSIONAL QUALIFICATION

Year Institution Course Grade

2010 - To Date Coast Institute of Technology ATC Final Pass
Jan. - July 2010 Maridhiano CBO Computer Packages Pass

WORKING EXPERIENCE
Year Organization Position/Designation
Aug - To Date Mabati Rolling Mills Chief Accountant

REFEREES
Preferably, referees should be
 non-blood relatives

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  Contacted and agree to give a brief account about you.
 Individuals who have interacted with you in academic /professional situations.
 Individuals who have known you for more than 1 year
 Three in number unless advised otherwise.
NB Credit given when one uses current/recent Boss, Supervisor, and Principal e.t.c

A sample of a complaint letter-to the electricity company.

NB We are writing after the addresses.

Dear Sir,

A POLITE COMPLAINT

I have been a consumer of electricity supplied by your company for several now. I have always
been happy with your services and up to this moment I have not had any reason to complain.

However, the current bill I received yesterday has alarmed me. The bill in question is in
reference to meter reading on 2 February 2011 which shows an account of Kshs. 9,000/-

On 1st December, I was involved in a motor accident. For the following two months I was
admitted to hospital where I had two major operations as a result of injuries I sustained. In fact I
was not back in my house until three days before I received your electricity bill. For that period
there was no body staying in the house while I was in hospital. Therefore, no electricity was used
at all during the period of time in question. For this reason, I believe there was an error in your
department in connection with my account. I shall be obliged therefore, if you will kindly look
again in your calculations and send the correct account as soon as possible. I shall be leaving the
country for eleven months and I should appreciate if you could let me have amended account to
enable me settle it before my departure.

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As I have already stated, I have not had any cause to complain as several of my friends have
been making numerous complaints time and again, I do not want to imagine that my just started
problem will continue. In the circumstances, will you please ensure that in future, more care is
taken in computing and checking my account before it is posted to me.

I assure you however, that this problem would not affect the high regard which I hold in your
lighting company.
With regard,
Yours faithfully,

Hiribae.
NB: Read more types of letters from Communication and Report writing-By N.A. Saleemi.
3. MEMORANDUM

A memo is the short form for memorandum, a Latin word meaning “something to be
remembered” (aid memory).
This suggests that the purpose of a memo is to remind someone about some fact or detail.
Memos should never be used for communicating outside your organization.
Specific uses of memos may include: -
1. Giving brief instructions about a new procedure.
2. Conveying a single item of information.
3. Reminding people about existing arrangement/regulations
4. Requesting information or suggestions etc.
5. Communicate rules and regulations.
Make brief discussion on differences between a memo and an ordinary job application
letter.

Presentation of memos /layout /style/ format

A memo consists of the following elements: -
1. Main heading (memo) – should be written at the top Centre of the writing pad.
2. “To” and “from” headings
3. Date and reference

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 4. Subject
5. First paragraph
This provides some background, context or reason for the information or instructions contained
in the 2nd paragraph.
Note; It should be kept short / brief.
6. Second paragraph

This is the actual message i.e. information, instructions or reminders etc and should follow on
logically from the 1st paragraph.

7. Initials of the sender.

A SAMPLE OF A MEMORANDUM/INTERNAL MEMO

To: All students

From: The principal
Ref no: TTNP/P/S/1012
Date: 20th September 2024
Subject: Payment of fee Balances

All students are reminded to clear their fee balances by 30 th October 2024.No student will be
allowed to sit for their end of term examination without being cleared by the accounts.
Kindly comply.

hkm
Hekima Amani

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 4. E-MAIL
Electronic mail is an effective, low-cost and instant method of communication with friends and
colleagues all over the world. Email saves a lot of time and effort in producing formal
communication. It is quick and easy to use. When using email:
 Give a specific and appropriate subject line
 Always remember to include a greeting of the message and sign off at the end of the
message.
 Proof read your message and make sure you avoid grammatical and typographical errors.

5. NOTICES

Notices must be carefully thought out in terms of;

 Content
 Expression
 Design
In other words, you must know what to say, how to say it and how to make the message stand
out.

Note
A fourth and equally important consideration is where the notice will be displayed.

A. Content of a Notice
 Knowing what to put in and what to leave out is very important when you are planning a
notice for some time when you put too little information the reader will receive an
incomplete information /message and be confused or annoyed and also when you put too
much information the reader may well loose interest (bored) before he/she has received
the message.
Note
 Whenever you are asked to write a notice your first step should be to define exactly what
information you will wish to convey.

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  Some notices will be fairly simple e.g. those which give single directions or instructions or
a single piece of information such as insurance claims office.
 Most notice however will be more complicated than these
INSURANCE CLAIMS OFFICE ON THIRD FLOOR
PLEASE RING FOR SERVICE
STORES OPEN 9.30 TO 5.00 PM DAILY.

 You may wish to use them to convey information about a procedure, publicize a forth
coming event or advertise a service of some kind.
 To produce effective notices of this kind you need to list the parts which you think are
important before beginning to think about words or design.
 This can be done quite quickly as a rough set of notes.
 When you have completed the rough list, check it through carefully and ask yourself
whether you left out any vital information such as the venue of the meeting etc.
 Check too that you have included anything which is not strictly necessary. This is indeed
essential before you start work on the final notice.

B. Choosing the Right Expression.

 Once you have decided what you need to say, you have to decide how you are going to
say it, in many ways this means thinking about the same points that you would consider
for any other form of written communication i.e. matching your expression to the
vocabulary and attitude of your readers and using language which is clear concise and
courteous.
 In particular you should bear the following things in mind: -
1. Consider the range of readers.
2. Avoid offending your readers
3. Be brief.

C. Designing a Notice
Clear design is just as important as a clear expression in a notice.
The following are important principles: -

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 i. Have a clear heading
Many notices begin with the word “NOTICE” in large letters, this however serves very little
purpose instead you should work out a simple heading, which conveys the essence of your
message and displaying it prominently.
Example:
“ANNUAL SPORTS DAY”
“FULL SATFF MEETING “etc

Note
These heading would all establish quickly and clearly what the notice is all about.
ii. Keep the message brief
 Cut out everything that not essential
 You can always give a name, address or telephone number for people to contact for further
information: do not clutter up a notice with unnecessary details.
iii. Use lots of space
 Graphic artists and advertisers talk about white space by which they mean blank paper
around the main message of notice or advertisement.

In short:
a) Leave space between lines.
b) Leave wide margins on top and bottom and on both sides.
c) Make one or two rough sketches of the layout before you complete the final version to
make sure that you will get the best and clearest layout.
d) make important words stand out either by
 Under lining
 Write in italics
 Write in different color
 Write in capital letters
 Highlight (bold) etc.

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Dates and times of meeting, telephone numbers, places to assemble in case of fire and other
essential information need to be treated in this way.

iv. Displaying notices

 No matter how well a notice has been designed, it will not be effective unless it is displayed
at the right position, at the right point etc.
 They should also be put at suitable height so that everyone can read them.
 Notice boards should be carefully placed or fixed so that they can be seen by all staff.
 Notice boards should also be kept in good order i.e. they should be cleared regularly of
stale/outdated notices to prevent fresh or new notices being posted on top of the other.
 Some organizations date stamp notices for display and remove them after a set period, a
month or 6 weeks perhaps.

6. Forms

Forms
 Much of the business communication is carried out by means of forms.
 Forms are readily prepared documents with blank spaces to be filled in by the receiver.
 When we apply for a job, we usually do it on a form; if we hire a tape of video, we give
details on another form, if we are admitted to hospital, we have to fill in a form before we
can be treated and the most important details of our existence – birth, marriage and death are
recorded on certificates which are specially designed forms.
 For the issuer, forms offer a way of gaining essential information in a format which is very
easy to read, and to process in large number.
 In comparison with letters, forms present only the information required with no irrelevant
additional material.
 For the person completing the form, there are 2 main advantages.
a) The nature of the information required is clearly stated.
b) There is no need to write a formal letter – a task which many people might find
off putting.
Note

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For both parties, forms offer a quick and reliable way of transferring information.
Guidelines in Completing a Form.
1. Make sure that you read the whole form carefully before attempting to fill it. Have a look
at the kind of questions asked and get a general idea of the kind of information required.
2. When you have a general idea of the purpose of the form, go through it in more detail,
work out whether you have to answer every question, or whether only some are
appropriate to your needs or circumstances.
Work out the exact meaning of the questions.
3. When you have read and understood the questions, you should pause and think carefully
about your answers. Often, they will be straight forward.
Check that spelling, expression and content are accurate before entering your answer in
the space provided.
4. Wherever possible use block letters and try to write slowly and clearly. If possible, use
black ink because the form may have to be photocopied, and black ink will produce a far
clearer copy.
5. In particular, make sure that you even respond to the questions which are not relevant to
your own circumstances to make clear that you have read and understood them and not
just passed over them in error.
It is advisable that you indicate that they are not relevant by either putting a line through
the answer space or writing N/A in capital letters or not applicable.
6. You should always read any directions /instructions/guidelines with great care.
7. Make sure that you know important dates about yourself before completing an important
form.
8. When you have finished filling the form, read it through carefully and check for errors.
Make sure that you have a copy of the information it contains.

Designing a form
For any form to be fully effective it must be properly designed.
The main considerations determining a forms design are as discussed under: -

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 i. The purpose of a form
This is perhaps the most important stage in planning a form and it is concerned with making sure
that it is genuinely needed as the solution to a communication problem.

ii. The information required

 Your next task is to decide exactly what information you really need.
 Resist the temptation to ask questions which might be useful later and not now or for some
other purpose.

iii. Consider readers

 Consider the people who will have to complete the form since this will determine how the
form is worded.
 Think about their age, vocabulary, development, attitude and general outlook of your readers.
NB Avoid unnecessary jargon &Ambiguity.
 Make sure that you establish clearly and at an early stage which should be completed by
which groups of people and that you explain fully what the reader should do to answer the
questions.
 NB. You must take care not to offend readers by the wording of individual questions.
 Some readers may object /resist to be asked if they are married, single, widowed or divorced.
 If you really need this information, it may be better to put marital status with a space next to
it for the reader to complete as he/she wishes.

iv. Kinds of questions

 Choosing the right kind of questions is an important part of designing a form since it will
have a strong bearing on the kinds of answers which are received.
 The main kinds of questions are outlined below:

a) Direct question with space for answer

This is the simplest type which is useful for three kinds of information as highlighted under.

 It can be used for personal details such as the name, address or educational qualification.

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 It can be used to request information, which is particularity complex and cannot be obtained
in any other way.
 It can as well be used to give the person completing the form a chance to convey any
additional information over the details not covered.

b) Delete where not applicable

This is used most often where there are two or three alternatives answer.eg yes or no answers.
However, in most cases, it stops readers from volunteering some useful information.

c) Tick box  X

This is useful where there is small range of possible answers.

d) Ring or underline correct answer.

e) Order of questions
 This must be carefully planned and follow a logical sequence or being systematic.
 For most forms, personal details will need to come first, followed by the more specific details
required.
 In general, however, a logical sequence should be followed and related question should be
grouped together e.g. names, sex, date of birth etc.

f) Layout of the form

The physical layout of a form is an important part of its success as an item of communication e.g.
a form which uses plenty of space will make the reader feel relaxed and thus more likely to
complete the form than if confronted by lots of questions crammed/squeezed into a single sheet.

g) Processing a form
 When designing a form, consideration should be given to those who will have to process or
interpret the information it contains as well as to those who have to complete it.

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 The use of a clear layout, with easily read headings and plenty of space will certainly help the
process.

7. Questionnaires
 Are special kinds of forms designed to record people’s opinions?
 They are widely used by commercial organizations for researching consumer preferences for
various goods or public attitude to major issues e.g. political opinion polls.
Presentation and layout
 All the points made about the design of forms also apply to the presentation of
questionnaires.

CIRCULAR LETTERS
 Are letters which are sent to a large number of people at the same time.
 The copy is identical: instead of giving the full name and address of the recipient the
opening lines are often placed by a statement such as; ‘To all customers’, ‘to all our
subscribers’.
 In this case, the salutation will be a more specific greeting such as ‘dear customer’
 Circulars are sent out of organization to publicize their goods or services.
 Where a new business has being set up for example circulars may be sent to all potential
customers or an established company may use them to announce new products for sale, new
service or special offers.
 The advantage of this kind of communication is that it is simple and cheap to produce, yet it
allows information to be sent to a wider range of people than would be possible with
individual letters and with greater personal impact than a newspaper advertisement.
 Circulars can also be sent within a company when employers or department head wish to
convey a particular piece of information to all their workers.
 Circulars would be written in many occasions varying with individuals but generally
circulars include the following: -
1. Giving details of new wage offer.
2. Conveying information about new health and safety procedures

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 3. Announcing important new matters of policy
4. Announcing a departmental reorganization
5. Giving information about a new member of staff

Sample of a circular
Address of sender

Address of recipient (left blank)

Dear ______________ (left blank)
SAFETY PRECAUTIONS FOR PUBLIC TOURS OF THE WORKS
I have taken the steps of writing a letter to everyone in person in view of the serious accident
which occurred in the works yesterday.

As some of you may know a member of public was injured when he bent forward to examine the
working of a machine from which the safety guard had inadvertently been removed.

This accident is now the subject of a rigorous/ serious internal enquiry, but it has made clear to
me that the company’s high standards of safety have slipped somewhat in recent months.
May I urge upon you all the vital importance of ensuring that no machine is operated without a
safeguard whether or not members of public are touring the works. I know that some workers
feel greater output – and hence higher earnings are possible if guards are removed, but we must
all impress upon them that the risks for life and limb are simply too great.

I shall shortly be beginning a campaign using posters, meetings and messages in pay slips to
stress the importance of this to all workers. Meanwhile, I look to you for your help in making
sure that we stump out this highly dangerous practice and restore our very good safety.

Yours sincerely,
j.k

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James King
Safety Officer.

8. PUBLICITY MATERIALS/ PRESS ADVERTISEMEMNT

 Drafting and designing of advertisement for a large-scale press or broadcasting campaigns is

a highly sophisticated skill.
 In advertising, we have 2 types namely:
 Small advertisement
 Display advertisement
 Small adverts are those adverts which appear as classified in locals in most local and some
national newspapers. An example of a small advert is

PAINTING AND DECORATING

All work undertaken, free estimates, Ring Tony
Westport 1999

 Small adverts serve various purposes but the most common is to advertise goods or services
for sale.
 Generally, they are paid for at a set rate per word and so brevity is important however it is no
use being so brief that no one knows what you are trying to sell or to whom they should
contact him in response.
 Small advert should therefore contain: -
 A description of the items/ services
 The price
 An address or telephone number to contact.

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 9. DISPLAY ADVERTISEMENT
 It is a combination of a notice and a small advert with the layout the former and the content
of the latter.
 Display adverts display much the same information as small adverts but use more space and
different styles, sizes and font type to make them more eye catching.
 Adverts of this kind appear in various sizes usually referred to by the fraction of the whole
page which they occupy. Example;

ACCOUNTANT/OFFICE MANAGER
A person of proven ability with computer and manual accounting system is required by
DAVCIS & SON LIMITED
BENNET STREET
WESTPORT

If you feel that you have the accounting ability to meet the demand of this position and the
ability to work to tight time schedules, then apply in writing to the company secretary.

Note
When drafting a display advert you should remember all the principles for designing a notice.

This is to say you should be guided by the following principles/points: -

a) Have a clear idea of what you want to say.
b) Use a clear layout that attracts attention.
c) Use language appropriate to the post on offer i.e. avoids languages which imply that the
job is open only to men or only to women i.e. uses him/her.

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 10. Reports
A report is an orderly presentation of facts about specific business activity or program. It
can also be a document in which a given problem is examined for the purpose of
conveying information, reporting findings, putting forward ideas and at times making
recommendations.
Characteristics of a good report.
1. Precision

Precision gives unity and coherence to the report and makes it valuable document clarity of
purpose is well outlined by the writer and his investigation, analysis and recommendations are
directed by his central purpose.

2. Accuracy of facts

Reports are purposed and directed to decision making hence inaccurate facts may lead to
disastrous decisions.

3. Relevance
Irrelevant information in a report makes it confusing, incomplete and misleading.
4. Reader’s orientation
Keep in mind the persons who are to read the report. A report directed to layman will be
different from another meant for technical experts.
5. Objectivity of recommendation: -
Recommendations made at the end of the report must be impartial and objective. They should
come to a logical conclusion to investigation and analysis. Should also not reveal any self-
interest on the part of the writer. Simple and unambiguous language
6. Be simple and avoid any ambiguous language.
7. Clarity - clarity depends on proper arrangement of facts. Be clear, define the sources,
state his findings and make necessary recommendations. Divide the report into short
paragraphs sieving them headings, and insert other suitable sign posts to achieve greater
clarity.
8. Brevity – brief
Be as brief as possible, but not at the cost of clarity, or completeness

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 9. Grammatical accuracy:

Avoid faulty language, faulty construction of sentences that would make the meaning obscure
and ambiguous.

Types of Reports

Oral report

Oral report is simple and easy to present. It is face to face communication from the person who
has some information which has to be given to other who has to use it for a business purpose.
Resorted in to incase o an emergency or immediate action required to be taken to correct the
situation. No need is kept; hence receiver requires to listen very carefully and understand every
word may moot be accurate. May leave ambiguity due to poor communication.

Routine report

Includes representatives reports on sales, manager’s report on the work of the departments,
equipment and maintenance reports, progress reports and accident reports.

Special reports

Written in response to requests for specific information. Also made on special topics after
research and investigation. They could be regarding a change of policy or market research
reports. The main reason for reports is to provide a foundation for decisions to made and action
to be taken.

Formal reports

Written by a committee or a group of people after investigation and research. They are presented
under the following headings:

 Title

The name of the company, the report heading:

For example:

“Report on Extra-judicial killings in Kenya between August 2010 to date”

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  Terms of Reference

States exactly why the report is being written. What was requested? When were you asked to do
it? What are the timelines (are there deadlines?)

For example;

“To report on ……(subject)….as requested by… (name and title) …..on……(date)….

Procedure

Describe the methods used to collect information – interviews or questionnaires etc.

 Findings

Go through the procedure point by point and use numbers and sub-headings. Under each
heading state what information was gathered at each stage (see example below).

 Conclusions

Look at the findings and state the logical implications of them.

 Recommendations

Based on findings and conclusions, make some suggestions for action.

 Closing

A Report should be signed and there should be a name and title shown at the foot. Include the
date the report was written/submitted.

Formats of Report Writing

1) Letter format/form
 Suitable for informal reports
 It should start with the heading/title, address, date, salutation.

The body should have:

 Introduction – terms of reference – who, what, when, deadline and statement of

submission

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  Procedure – methods used to gather information
 Findings – (Facts) – use headings and numbering
 Conclusion (deductions)/logical implications of the findings
 Recommendations – (suggestions) for action to rectify a problem/decision making
 Complimentary close
 Signature
 Name
 Designation

2) Memorandum

Memorandum

To:

From: (Title)

Ref:

Date:

Subject:

Terms of Reference

Procedure

Findings

Conclusion

Recommendations

Report Compiled by: Signature

Name

3) Schematic Format

 Title
 Terms of reference
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  Procedures e.g. In order to obtain the necessary information, the following
procedures were adopted/used
 Findings Facts/objective – use headings/numbering
 Conclusion Reductions/logical implications of the findings
 Recommendations Based on the findings, Suggestions of action that should be taken
to solve a problem or help in decision making.
 Report compiled by:
Signature
Name
Designation
Date

Advantages/Merits of written communication

1. Written communication can be used for future reference since documentation exists and
also can be referred to for fresh decisions. It is a permanent record.
2. It is accurate and precise since errors can be corrected or content approved before
message is sent and the communicator has to be accurate and factual.
3. It has wide access since it can be read by many people i.e. can be copied and distributed.
4. It can be used as evidence of a transaction e.g. receipts
5. It is an acceptable legal document that can be used in a court of law as evidence too.
6. Confirms a spoken agreement e.g. tittle deeds

Disadvantages/Demerits/Limitations of written communication

1. Written communication is not suitable for illiterate people.

2. It is costly/expensive especially when it comes to purchasing stationeries and also
sending out a letter from the organization.
3. Written communication is time consuming especially when preparing.
4. Nonverbal signals cannot be observed via written communication.
5. Quick clarification is not possible has one has to write back and wait for a reply.
6. It is also hard to keep information confidential unless it is encrypted or protected by
passwords.

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Essentials of effective written communication

1. Clarity of thought and expression

2. Completeness
3. Conciseness-brevity, only facts and avoiding wordy expressions
4. Consideration
5. Courtesy
6. Correctness

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