Combining clear advice on the writing process and almost 250 model documents from real workplace settings, Writing That Works sets the standard for business writing books. It reflects todays electronic workflow, addresses the most current types of business documents, in print and online, and provides practical, informative guidelines on designing documents, considering audience and purpose, and using digital technology in the workplace. The free companion Web site supports and expands upon the information in every chapter and offers tutorials, additional model documents, expanded Digital Tips, and much more.
PART ONE The Writing Process Chapter 1 Assessing Audience and Purpose: A Case Study
Writing Systematically
Determining Your Purpose
Assessing Your Audiences Needs
Considering the Context
Generating, Gathering, and Recording Ideas and Facts
Brainstorming • Using Other Sources of Information
Establishing Your Scope
Organizing Your Ideas
Writing for Results
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 2 Organizing Your Information
Outlining
Traditional Roman Numeral Outline
Decimal Numbering System Outline
How Audience and Purpose Shape Organization: A Case Study
Essential Organizing Patterns
Sequential
Chronological
Spatial
Division and Classification
Decreasing Order of Importance
Increasing Order of Importance
General to Specific
Specific to General
Comparison
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 3 Writing the Draft
Time-Management Tactics
Allocating Your Time
Preparing Your Work Environment
Remaining Flexible
Keeping Your Audience in Mind
Writing from the Audiences Point of View
Accommodating Multiple Audiences
Writing for an International Audience
Persuading Your Audience
Establishing Your Role and Voice as the Writer
Development Strategies
Explaining a Process
Describing Information
Defining Terms and Concepts
Explaining Cause and Effect
Writing an Opening
Writing a Closing
Case Study: Drafting the Lifemaker Brochure
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 4 Revising the Draft
Content and Organization
Coherence
Paragraph Unity
Transitions
Transitions between Sentences • Transitions between Paragraphs
Emphasis
Active and Passive Voice
Subordination
Parallel Structure
Lists
Other Ways to Achieve Emphasis
Point of View
Language
Context and Word Choice
Conciseness
Redundancy • Padded Phrases
Bias
Sexist Language • Other Types of Biased Language
Plain Language
Affectation • Technical Terminology • Jargon
Proofreading
Physical Appearance
Case Study: Revising the Lifemaker Brochure
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
PART TWO
Essential Skills: Collaboration, Research, and Design
Chapter 5 Collaborative Writing
Advantages and Disadvantages of Collaborative Writing
Functions of a Collaborative Writing Team
Planning
Research and Writing
Review and Revision
The Role of Conflict in Collaborative Writing
Leading a Collaborative Writing Team
Schedule
Review Transmittal Sheet
Collaborating with Other Departments
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 6 Researching Your Subject
Conducting Primary Research: Experience, Interviews, Observations, and Questionnaires
Beginning with Experience
Interviewing for Information
Determining Whom to Interview • Preparing for the Interview •
Conducting the Interview • Expanding Your Notes after the Interview
Observing Firsthand
Using a Questionnaire
Selecting Questionnaire Recipients • Preparing and Designing Your Questionnaire
Conducting Secondary Research: The Library and the Internet
Library Research
Using Online Catalogs to Locate Books • Using Databases and Indexes to Locate Articles • Using Reference Works to Locate Facts, Overviews, and Statistics
Internet Research
Using Search Engines and Web Subject Directories • Locating Business and Government Sites
Evaluating, Recording, and Acknowledging Research Sources
Evaluating Sources
Authority • Accuracy • Bias • Currency
Taking Notes
Quoting from Your Sources
Direct Quotations • Indirect Quotations • Deletions or Omissions • Inserting Material into Quotations • Incorporating Quotations into Text
Paraphrasing
Summarizing
Avoiding Plagiarism and Copyright Violations
Acknowledging Your Sources • Common Knowledge • Copyright • Public Domain Materials • In-House Materials
Documenting Sources
APA Style
APA In-Text Citations • APA Citation Format for a References List •
APA Documentation Models • APA Sample Pages
MLA Style
MLA In-Text Citations • MLA Citation Format for a List of Works Cited • MLA Documentation Models • MLA Sample Pages
Other Style Manuals
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 7 Designing Effective Documents and Visuals
Designing Documents
Typography
Typeface • Type Size
Highlighting Devices
Typographical Devices • Headings and Captions • Headers and Footers • Rules, Icons, and Color
Page Design
Thumbnail Sketches • Columns • White Space • Left- or Full-Justified Margins • Lists • Illustrations
Creating Visuals
Designing and Integrating Visuals with Text
Tables
Graphs
Line Graphs • Bar Graphs • Pie Graphs • Picture Graphs • Dimensional-Column Graphs
Drawings
Flowcharts
Organizational Charts
Maps
Photographs
Highlighting Photographic Objects • Using Color
Using Graphics to Communicate Internationally
Colors • People, Parts of the Body, and Gestures • Cultural Symbols • Reading Practices • Directional Signs
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
PART THREE
Writing at Work: From Principle to Practice
Chapter 8 Understanding the Principles of Business Communication
Selecting the Appropriate Medium
E-mail
Instant Messages
Memos
Letters
Faxes
Telephone and Conference Calls
Voice-Mail Messages
Face-to-Face Meetings
Videoconferences
Web Communication
Developing Style and Tone
Audience and Writing Style
Goodwill and the "You" Viewpoint
Structuring Effective Correspondence
Direct and Indirect Patterns
Openings
Closings
Clarity and Emphasis
Lists • Headings
Subject Lines
Observing Protocol
Organizational Rank • Copy Protocol
Meeting the Deadline: The Time-Sensitive Message
Writing E-mail and Instant Messages
Review and Confidentiality Implications
Observing Netiquette
Design Considerations
Salutations, Closings, and Signature Blocks
Writing and Managing Instant Messages
Designing Memos
Memo Format and Parts
Additional Pages
Designing Letters
Heading
Inside Address
Salutation
Body
Complimentary Close
Writers Signature Block
Continuing Pages
End Notations
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 9 Writing Business Correspondence
Routine and Positive Messages
Covers (or Transmittals)
Acknowledgments
Inquiries
Responses to Inquiries
Sales and Promotions
Sensitive and Negative Messages
Refusals
Complaints
Adjustments
Collections
Writing International Correspondence
Culture and Business Writing Style
Language and Usage
Dates, Time, and Measurement
Cross-Cultural Examples
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 10 Writing Informal Reports
Planning and Writing Informal Reports
Considering Audience
Collecting Information
Parts of the Informal Report
Introduction • Body • Conclusions and Recommendations
Types of Informal Reports
Trouble Reports
Investigative Reports
Progress and Periodic Reports
Progress Reports • Periodic Reports
Trip Reports
Test Reports
Chapter Summary • Exercises x • Collaborative Classroom Projects • Research Projects
Chapter 11 Writing Formal Reports
Transmittal Letter or Memo
Front Matter
Title Page
Abstracts
Table of Contents
List of Figures
List of Tables
Foreword
Preface
List of Abbreviations and Symbols
Body
Executive Summary
Introduction
Introducing the Subject • Stating the Purpose • Stating the Scope • Previewing How the Topic Will Be Developed
Text (Body)
Headings • Explanatory Notes • Graphic and Tabular Matter
Conclusions
Recommendations
Works Cited (or References)
Back Matter
Bibliography
Appendixes
Glossary
Index
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 12 Writing Instructions
Planning Instructions
Learn to Perform the Operation Yourself
Assess Your Audience and Purpose
Coworkers • Consumers • International Readers
Organize the Instructions
Writing Instructions
Write Directly to Your Reader
Include Warnings and Cautions
Language of Warnings • Visual Symbols and Signal Words
Using Illustrations and Design Principles
Illustrate for Clarity
Design for Ease of Use
Testing for Usability
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 13 Writing Proposals
Planning and Writing Proposals
Audience and Purpose
Project Management
Repurposing Content (Boilerplate)
Organization
Persuasive Writing
Internal Proposals
Routine Internal Proposals
Formal Internal Proposals
External Proposals
Solicited Proposals
Unsolicited Proposals
Grant and Research Proposals
Cover Letter • Title Page • Introduction • Project Abstract • Literature Review • References • Project Narrative • Program Description • Project Outcomes • Budget • Project Schedule • Project Conclusion
Sales Proposals
Meeting the Deadline: The Time-Sensitive Proposal
Requests for Proposals
RFP Structure
Information about Your Company • Project Description • Delivery Schedule • Proposal Description • Vendor Qualifications • Proposal-Evaluation Criteria • Appendixes
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 14 Giving Presentations and Conducting Meetings
Preparing and Delivering Presentations
Determining Your Purpose
Analyzing Your Audience
Gathering Information
Structuring Your Presentation
Introduction • Body • Closing • Transitions
Using Visual Aids
Using Presentation Software • Using Flip Charts, Whiteboards, and Chalkboards • Using Overhead Transparencies and Slides • Using Handouts
Delivering Your Presentation
Practicing Your Presentation • Using Delivery Techniques That Work • Dealing with Presentation Anxiety
Reaching Global Audiences
Listening
Fallacies about Listening
Steps to More-Effective Listening
Make a Conscious Decision • Define Your Purpose • Take Specific Actions • Adapt to the Situation
Meeting the Deadline: The Time-Sensitive Presentation
Conducting Productive Meetings
Planning a Meeting
What Is the Purpose of the Meeting? • Who Should Attend? • When Should the Meeting Be Held? • Where Should the Meeting Be Held? • Whats on the Agenda?
Running a Meeting
Dealing with Conflict • Making a Record of Decisions and Assignments • Closing the Meeting
Taking Minutes
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 15 Writing for the Web: Rhetorical Principles
Writing for Rapid Consumption
Crafting Content for the Web
Using the Inverted Pyramid
Using a Simple Style and an Appropriate Tone
Writing Concisely
Chunking Content
Linking to Internal Content
Linking to External Content
Highlighting Information
Using Headings and Subheadings
Using Bulleted and Numbered Lists
Giving Directional Cues
Providing Keywords for Content Retrieval
Using Graphics and Typography
Graphics • Font Size and Style • Line Length • Special Font Characters
Enhancing Access to Content
Ensuring Access for People with Disabilities
Considering International Users
Repurposing Existing Content
Protecting the Privacy of Your Users
Documenting Sources of Information
Contributing to Collaborative and Multimedia Content
Blogs
Writing for Organizational Blogs • Tagging Blog Postings
Wikis
Podcasts
FAQs
Questions to Include • Placement
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
Chapter 16 Finding the Right Job
Determining the Best Job for You
Networking
Campus Career Services
Web Resources
Advertisements
Trade and Professional Journal Listings
Private and Temporary Employment Agencies
Internships
Government Employment Services
Letters of Inquiry and Informational Interviews
Job Search Recordkeeping
Preparing an Effective Résumé
Analyzing Your Background
Organizing Your Résumé
The Heading • Job Objective • Qualifications Summary • Education • Employment Experience • Related Skills and Abilities • Honors and Activities • References • Portfolios • Salary
Electronic Résumés
Scannable and Plain-Text Résumés • E-mail-Attached Résumés • Web Résumés
Sample Résumés
Writing an Effective Letter of Application
Opening Paragraph
Body Paragraphs
Closing Paragraph
Sample Letters
Doing Well in the Interview
Before the Interview
During the Interview
Behavior • Responses • Salary Negotiations • Conclusion
Sending Follow-up Correspondence
Sending a Resignation Letter or Memo
Chapter Summary • Exercises • Collaborative Classroom Projects • Research Projects
PART FOUR
Revision Guide: Sentences, Punctuation, and Mechanics
Proofreaders Marks
Sentences
Sentence Faults
Run-on Sentences and Comma Splices
Sentence Fragments
Dangling and Misplaced Modifiers
Pronouns
Pronoun Case
Determining Case • Using Who or Whom
Pronoun Reference
Pronoun-Antecedent Agreement
Person • Gender • Number
Adjectives and Adverbs
Comparatives and Superlatives
Placement
Verbs
Subject-Verb Agreement
Intervening Words • Inverted Word Order • Collective Subjects • Compound Subjects • Indefinite Pronouns • Relative Pronouns • Singular Nouns Ending in -s • Book Titles • Subject Complements
Voice
Mood
Tense
Punctuation
Commas
Linking Independent Clauses
Introducing Elements
Clauses and Phrases • Words • Quotations
Enclosing Elements
Separating Elements
Items in a Series • Adjectives • Dates • Numbers • Addresses • Names
Using Commas with Other Punctuation
Avoiding Unnecessary Commas
Semicolons
Colons
Apostrophes
Showing Possession
Singular Nouns • Plural Nouns • Compound Nouns • Coordinate Nouns • Possessive Pronouns
Indicating Omission
Forming Plurals
Quotation Marks
Identifying Quotations
Setting Off Words, Phrases, and Titles
Words and Phrases • Titles of Works
Using Quotation Marks with Other Punctuation
Periods
Question Marks
Exclamation Marks
Parentheses and Brackets
Hyphens
Linking Modifiers
Separating Prefixes and Suffixes
Other Uses
Dashes
Ellipses
Slashes
Mechanics
Capitalization
Proper Nouns • Common Nouns • First Words • Specific Groups • Specific Places • Specific Institutions, Events, Concepts • Titles of Works • Professional and Personal Titles • Abbreviations, Letters, and Units
Numbers
Words or Figures • Plurals • Measurements • Time and Dates • Addresses • Documents
Abbreviations
Names of Organizations • Measurements • Personal Names and Titles
Italics
Foreign Words and Phrases • Titles • Proper Names • Words, Letters, and Figures • Subheads
English as a Second Language (ESL)
Count and Mass Nouns
Articles
Prepositions
Gerunds and Infinitives
Adjective Clauses
Verb Tenses
Present Perfect • Present Progressive
Helping Verbs
Conditional Sentences
Index