Dr. Mahak Balani, Faculty, Dept.

of MBA,AIT Business Communication

1ST Semester Sec A

MODULE III
Written Communication
Written Communication: Purpose of writing – Clarity in writing –Principles of effective writing –
Approaching the writing process systematically: The 3X3 writing process for business communication
Pre writing – Writing – Revising. Audience analysis, Writing Positive, Neutral,
Persuasive and Bad-news Messages
Types of Written Communication in Business: Business Letters: Introduction To Business Letters,
Types of Business Letters, Writing Routine And Persuasive Letters, Positive And Negative Messages
Writing, Employee Reviews, Recommendation Letters, Thank You Letters.
Written Communication:
Written communication is the exchange of information, ideas, or messages through written language
in the form of letters, emails, notes and more.

Clarity in writing:
Clarity in writing refers to being clear and concise to your intended audience. Clear writing
communicates ideas effectively, without any ambiguity or confusion. It involves using plain language
and avoiding jargon that might be unfamiliar to the reader.
Clarity in writing also involves ensuring that the tone and style of the writing are appropriate for the
audience. It can help to avoid misunderstandings or misinterpretations.

ADVANTAGES OF WRITTEN COMMUNICATION

Ø Ready reference: written communication has advantage of providing records and references
for further use.
Ø Legal defence: maintenance of proper records, letters, reports and memos builds up legal
defence of the organization.
Ø Promotes uniformity: written communication promotes uniformity in policy and procedure. It
is only means of laying down clear guidelines for working of the organization.

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Ø Mass access: written communication gives access to large audience through mass mailing. It is
common practice on part of a well known organization to reach out people at large.
DISADVANTAGES OF WRITTEN COMMUNICATION
Ø Limited to literature world: written communication is limited to literature people, who have
the capacity to read and write compare to that of illiterate people.
Ø Time consuming: written communication takes time to reach the target. Both encoding and
transmission of message takes time resulting in delays.
Ø Lot of paper work: written communication consumes lots of paper as all the reports, letters
will be in written format and are required to be documented which may prove to be expensive
for organization.
Ø Needs expertise in expression: written communication runs the risk of becoming ineffective
in the hands of people, who are good at job and poor at expression.
PRINCIPLES OF EFFECTIVE WRITING
1. Accuracy: in written communication refers to use of appropriate words for subject, audience and
purpose for which data is communicated. Accuracy can be brought in written communication by
using facts, figures, language, tone etc.
Technical accuracy of language: a message should be communicated correctly in terms of
grammar, punctuation and spellings. Rule of concord and dangling modifiers should be used in
written communication.
• Punctuation: determines the meaning of the sentence and paragraph. Meaning of the
sentence gets changed by punctuation marks.
• To avoid incorrect usage of words, recheck the appropriateness of the words we choose.
E.g. Accept, except,
Affect, effect
Know and no
2. Clarity: Written Communication involves expressing yourself clearly, using language with
precision; constructing a logical argument; note taking, editing and summarising; and writing
reports. Words often confused when writing, clarity of thoughts, information need to be expressed.
3. Brevity: (“How can I make this briefer?”) consist in saying only what needs to be said and leaving
out unnecessary words. Concise and exact use of words in writing.
4. Organization -organization has to do with the flow of words within and between the sentences. Of
particular interest are coherence and emphatic sentences. Coherence grows when the sender and
receiver perceive the transmitted thought in the same way.

Approaching the Writing Process Systematically

Following are the three steps of writing process –
1. Planning Business messages
2. Writing Business messages
3. Completing Business messages

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

3*3 WRITING PROCESS

Mary Ellen Guffey, author of Business Communication: Process and Product, combines these steps
into what she calls, "The 3 X 3 Writing Process." This process is composed of three stages: prewriting,
writing, and revising. Each stage is then broken into three subdivisions:

1. PREWRITING: Team members work closely to determine purpose, audience, content,

organization
Ø Analyzing and anticipating: analyze refers to establishing purpose, what message you want
to give to the reader or listener. Anticipate that you must have an idea of what is your audience
knowledge.
Ø Identify the purpose: Analyze the task by identifying the purpose and selecting the best
channel.
Ø Profiling the audience o Who is my primary reader or listener? o Who might see or hear this
message in addition to the primary audience? o What is my personal and professional relation
with the person? o What position does the individual hold in the organization?
o How much does the person know about the subject?
Ø Responding to the profile: by anticipating your audience, you will be able to make decision
about forming your message. Writer will have clarity about audience knowledge and
accordingly he can develop his content.
Ø Selecting best channel: after identifying your purpose for writing message, you have to select
the best communication channel. There is variety of modes by which to communicate and your
choice of mode will depend on the need and factors derived from the forecast. How the message
is to be delivered (i.e. via email, letter, memo, presentation, etc.).
Ø Adapting to task and audience: Guffey explains that "adaptation is the process of creating a
message that suits your audience" once you know your audience, adapt your language, so that
it speaks to them in the right tone and using the right vocabulary so that they understand and
relate to.
o Use reader benefits o Cultivate you attitude o Avoid negative expressions
o Use precise and familiar words

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

2. WRITING
1. Research: This stage allows the writer to gather any information, data, and facts that are needed
to write the message. Research can involved search engines, books, personal surveys and
interviews, among other methods. ( primary and secondary data collection ) o Formal research
method o Informal research method
2. Organize: make quick outline of your entry or article. Start with writing header, sub header and
list of items or steps.
3. Compose: at this time you should be ready to write the first draft of the text.
Ø First drafts are often written quickly and are in no way perfect, but they serve as a way to
initially lay thoughts down on paper for future refinement.
Ø Drafting effective paragraph
1. Discuss only one topic
2. Arrange sentences in one or three strategic formats
3. Link ideas to build coherence
4. Use transitional expression
5. Compose short paragraph
3. REVISING: Revising means improving the content and sentence structure of your message
1. Revising for clarity: Guffey describes revision as the stage where writers can "edit the
message to be sure it is clear, conversational, concise, and readable. Look for ways to highlight
important information"
Ø You’ll want to read and re-read drafts to eliminate wordiness ad redundancies and find
places where bulleted lists, bold fonts, and other visual aids would be helpful and
appropriate.
2. Proofreading: Proofreading involves correcting its grammar, spelling, punctuation,
format, and mechanics.
o What to look for
1. Spelling
2. Grammar
3. Punctuation
4. Names and numbers
5. Format
3. Evaluate: evaluate the message to see if accomplishes your goal.
o How successful will this communication be? o Does the message
say what you want it to be? o Will it achieve its purpose? o How
will you know if it succeeds?
o Did you obtain the intended feedback?

What is audience analysis in writing process?

Audience analysis is the process of identifying the specific audience you intend to write for, assessing
their needs, interests, and level of knowledge in the subject so you can tailor your content to match
their expectations. So the first step is identifying your audience.

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Specimen of a Positive Message (congratulating

someone)
V.S. Raman
Managing Director Date: 30th Dec 2022

Mr. Rohit Sharma,

Managing Director,
Bharat Textile Mills, Ahmedabad.
Dear Mr. Rohit Sharma,
Congratulations! I feel immense pleasure to know that you have been appointed
managing director of the Bharat Textile Mills.
As a result of your hard work and exceptional leadership qualities you have attained
this position. I am happy to state that it is because of your untiring efforts that Bharat
Textile Mills has grown from very humble beginning to a leading industry in the region.
We hope that the industry will further flourish under your dynamic leadership.
Wishing you good luck and bright future.

Cordially
Sign
V.S. Raman

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Specimen of a Negative Message (Refusal of Information)

E-top Chemicals
23, Mall Road, Mysore
Feb 20, 2022

Mr. Rajnish Gupta,

68, Rajinder Nagar, Ludhiana

Dear Mr. Gupta,

We received your letter asking for information about details of the shares held by
various shareholders that you need for your research purposes. We regret to state
that as per our company’s policy this information is kept confidential. Any other
help we can do for you, please let us know.
We appreciate your interest in our company and wish best of luck.

Truly yours,
Raman Ahuja
Finance Manager

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Please note-This Module is for internal circulation only

Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Sample Persuasive
Letters

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Sample Bad News Announcement letter to employees

Date: 31st May, 2019

Sub: Discontinuing Work from Home Format
Dear Employees,
This is to inform you all that the Management at AZ Technologies has decided to discontinue
the work from home format at the company. From now on, all the employees will need to come
to office at their respective working days to work as work done from home will not be counted.
We are hopeful that we will be able to implement this change in our company without
disgruntlement. It is the need of the hour that we have to bring in this significant change in our
working pattern. In case the decision is revoked, you will be informed in writing.
Regards,
Rita Sharma
Manager
AZ Technologies.

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Empty page..ignore

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Please note-This Module is for internal circulation only

Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

TYPES OF WRITTEN COMMUNICATION:

Business Letters:

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

What are Persuasive letters?

Persuasive letter is written in order to influence the action or thought of a reader. The purpose of persuasion
in writing is to convince, motivate, or move readers toward a certain point of view, or opinion. Its function is
to change the mind of the reader or to move the reader to action.

What is a Positive letter?

The purpose of positive letters are to convey good news, creation of goodwill, to congratulate someone,
recommendation, adjustment etc.

What is a Negative Letter?

When bad news is transmitted or a request is rejected then an indirect plan of writing is followed which is
known as negative letter.

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Some samples of Business Letters are given here-

You can write business letters in the following format-

Sample format for writing business letters-

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Sample complaint Letter:

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Sample adjustment letter

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Sample Sales letter(Sales letter is a persuasive letter)

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Please note-This Module is for internal circulation only

Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Sample application letter

John Donaldson
8 Sue Circle, Smithtown,
California,USA

September 6, 2022

Mr George Ray
Recruiting Manager
LTC Company
87 Delaware Road
California, USA

Subject-Application for the post of Programmer

Dear Sir,

I am writing to apply for the programmer position advertised in the Times Union. As requested, I
enclose my certification, resume, and references.

The role is very appealing to me, and I believe that my strong technical experience and education make
me a highly competitive candidate for this position. My key strengths that would support my
success in this position include:

• I have successfully designed, developed, and supported live-use applications.

• I strive continually for excellence.
• I provide exceptional contributions to customer service for all customers.

With a BS degree in computer programming, I have a comprehensive understanding of the full

lifecycle of software development projects. I also have experience in learning and applying new
technologies as appropriate. Please see my resume for additional information on my experience.

I can be reached anytime via email at john.donaldson@email.com or by phone at 909-555-5555.

Thank you for your time and consideration. I look forward to speaking with you about this employment
opportunity.

Yours Truly,
Signature
John Donaldson

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

LETTER OF RECOMMENDATION
[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]
[Recipients Name] [Address
line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-

Dear [Recipients Name],

It is with great pleasure and delight that I write to you to recommend Mr. Alaric Banks for the
position of Finance Manager in your organization.

I have known Mr. Banks for five years since he started working at my company. He has shown
immense growth both professionally and personally and has achieved a lot of significant
milestones for himself and the company at large. He is a talented, dedicated and hard working
individual who strives to do the best in his work.

Mr. Banks will be a valuable addition to your company.

Sincerely,

[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional - cc:
[Name of copy recipient] - Optional -

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Please note-This Module is for internal circulation only

Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

Post Internship Thank you letters

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

PARTS /ELEMENTS OF LETTER

q Heading: is printed on top of the letter and is called as letter head. It contains the
name of the firm / company, its emblem, postal, telegraphic and E - mail address
and telephone numbers.

q
Reference number: business letter carries reference number, which the receiver may
refer to in all the future correspondence. It helps the purpose of quick reference and
linking up chain of letters.

E.G: Ref: 25/PD/67

q Date: every official document must be dated. Date provides an important reference
in furtherer correspondence. It is usually written on right hand side of the letter
parallel to the reference No.

Format: Oct 8, 2014

q Inside address: contains the name and address of an organization or the individual
to whom the letter is being sent. It should be written below the reference number line,
leaving some space.

q Attention line: is used only if, from previous communication, you know the name of a
person in an organization, who is handling the matter about which you are writing.

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Dr. Mahak Balani, Faculty, Dept. of MBA,AIT Business Communication
1ST Semester Sec A

q Subject line: gives brief and quick indication of the subject matter in a letter. It
adds to clarity of the letter, in case if the letter is lengthy.
E.g. : request for permission to avail leave

q Salutation: the salutation begins at the margin, two line space below the inside
address. It is followed by a comma. E.g. Dear Sir/Madam. Dear Mr John

q Complimentary close: is written two line space below the last line of the text of
the letter. It is placed on the left and is followed by comma. The first word begins
capital letter. E.g. sincerely yours, yours truly
Dear Sir, Dear Mr John,
.. ..
.. ..
Yours’ Faithfully Yours’ Sincerely.
q Signature: is placed just below the complimentary close. The name of the
signatory is typed in brackets three or four line space below (to leave space for
actual signature).

Per pro or PP to sign on behalf of other person q Reference sections: includes

enclosures, name of “to receive copies” the type of delivery service to be used and
initials of a person who dictated and typed letter.

q Enclosures: are related documents sent with a letter that includes cheque,
quotations, brochures, price list, CV or resume etc.

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