CSS - Written Communication Skills

Writing Skills: 

Writing Skills Boğazıçı University May 6, 2004 Tom Atkinson

Feedback: 

Feedback What you liked Topic useful Verbal presentation engaging What you didn’t like Too fast Slides boring, not helpful

Agenda : 

Agenda Writing an Email Motivation What makes a good email Writing a Report Planning Structure Style

Part 1 Writing an Email: 

Part 1 Writing an Email

Part 1.a Motivation: 

Part 1.a Motivation

Motivation: 

Motivation How many emails in your in-box? How much time do you spend figuring out your next action after reading an email? How long do you spend deciphering your text books?

Example #1: 

Example #1 Hey Tom, I can't believe it has been almost 2 weeks since you sent this e-mail. I intend to respond to you each morning, and I am back to getting in by 6:30 or 7:15 most mornings, but ... you know how busy it gets. I want to get the 8 o'clock train tonight, because the next one doesn’t leave until 10pm. I am going to see Kemal Wednesday night (he has a short stay in U.S. with regard to visiting Citi bank on-site, the client he his supporting on an offshore project). So I just wanted to ask you if you could be more specific in what you want to know about "offshore" financials.  He'll provide me with the info you are interested in. Regards, Angelo

Example #2: 

Example #2 Tom, In order to help you better, please explain in more detail what you mean by “offshore financials.” Are you looking for financial statements or for salary levels? Regards, Angelo

Example #3: 

Example #3 OK.

Example #4: 

Example #4 Gd 2 hear fm u. The LBJ is OK. Y R U going w/o him? C u soon. M.

Part 1.b What makes a good email: 

Part 1.b What makes a good email

PowerPoint Presentation: 

"Everything should be made as simple as possible, but not simpler.“ - Albert Einstein

What makes a good email?: 

What makes a good email? Response within 36 hours To the point – short Clear Organized

Pretend you are the reader and ask:: 

Pretend you are the reader and ask: What is the point? What action am I supposed to take? If the answers aren’t immediately obvious, your message may just be ignored!

Organizing for the reader’s benefit: 

Organizing for the reader’s benefit The first section summarizes key “take aways”: Make your point early Request responses up front For long emails: Write a summary Create headings for each major section.

Get to the point #1: 

Get to the point #1 Dear Personnel Director: On March 27, I received a phone call from Mrs. Karen Krane from New York, who was once a data entry clerk in your Ohio office. She was under the direct supervision of..... Example of a hidden main point

Get to the point #2: 

Get to the point #2 The same example rewritten so that the main point is clear. Dear Personnel Director: Please verify the employment of Mrs. Karen Krane? She was a data entry clerk in your Ohio office… (fill in the details)

Avoid explosions: 

Avoid explosions Do not wait until the end of the day to introduce a problem. Avoid writing a list of concerns that you have been thinking about for a long period of time.

Avoid explosions: 

Avoid explosions Strongly worded emails can create more conflict than intended Angry emails give a negative impression What you say cannot be taken back When possible, call or meet in person instead

Use active and passive voice appropriately: 

Use active and passive voice appropriately Active places blame: “You are past due on your registration payment.” Passive is less confrontational: “Your registration payment is past due.” Source: Purdue University

Proofread!: 

Proofread! Re-read to ensure: Accuracy, grammar, spelling Message clearly delivered Rewrite or reorganize if necessary!

Finally: Take the 20-second test: 

Finally: Take the 20-second test After a 20 second scan, what stands out most? Did your main idea come through? Will the reader know what action to take? Source: Purdue University

Part 2 Writing a Report: 

Part 2 Writing a Report

Report writing topics: 

Report writing topics 3.a Planning 3.b Structure 3.c Style

Part 2.a Planning: 

Part 2.a Planning

What is a Report?: 

What is a Report? A structured written presentation which gives: A response to specific request An account of something An answer to a question A solution to a problem

The report-writing process: 

The report-writing process Identify your audience Define your purpose Collect your ideas Select the material and decide how to show the significance of your facts Structure your ideas

1. Identify your audience: 

1. Identify your audience Who is your audience? Professor Manager Client Colleagues Helps decide level and purpose Write more persuasively Know their expectations Organize your message to address their needs

The Audience: your professor: 

The Audience: your professor What will your professor be looking for? Coherent, cohesive organization Clearly articulated ideas Detailed research Compelling arguments to support thesis

2. Define your purpose: 

2. Define your purpose What is the purpose of the report? What are you trying to prove? What question are you answering? What problem are you solving What process or experiment are you describing?

Collect your ideas: 

Collect your ideas Collecting is: Taking notes Doing research Performing experiments

Select the material: 

Select the material Selecting is: Ensuring each idea supports your main objective Deciding if the information relevant, or just something you happen to know on the subject?

Structure your ideas: 

Structure your ideas Structuring is: Organizing into logical blocks Creating a logical flow Enhancing clarity through charts or graphs Deciding which data should be moved to appendices

Part 2.b Structure: 

Part 2.b Structure

Critical success factor for life: 

Critical success factor for life The majority of your perceived ability comes from how you communicate 70% How you communicate it 30% What you know Source: CGAP Direct

What makes a report effective: 

What makes a report effective An effective report is: appropriate to its purpose and audience accurate logical clear and concise well organized with clear section headings

Report Format: 

Report Format Title page Table of contents Abstract/Executive Summary Introduction Discussion Conclusions Recommendations Bibliography Attachments / Exhibits

1. Title Page: 

1. Title Page Title Author's name (position and qualifications) Place of origin Date

2. Table of contents: 

2. Table of contents Number pages starting with the Introduction Abstract usually numbered with lower case Roman numerals (i, ii, iii, iv, etc.)

2. Table of contents: 

2. Table of contents Table of Contents Table of Contents iii Abstract iv 1. Introduction 3 2. Discussion 3 2.1 Subjects 3 2.2 Apparatus 3 2.3 Procedures 3 3. Conclusion 4 4. Recommendations 4 5. Bibliography 5 5.1 Internet Sources 6 6. Attachments 7 Exhibit A 8 Exhibit B 9 Exhibit C 9

3. Abstract/Executive Summary: 

3. Abstract/Executive Summary Concise summary of the essential elements of the report Purpose Scope Achievements Main points Conclusions Recommendations Independent (can be read on its own) Comprehensive (covers all the main points) Clear and concise Short, only 10-15% of the length of the report Written in full sentences and paragraphs

4. Introduction: 

4. Introduction States purpose, assumptions, scope, approach, intended audience, possible benefits Defines special terms Explains why the report is necessary Gives motivation for writing the report

5. Discussion: 

5. Discussion Main body of the report Headings clearly identify the content E.g. “WebServices in the Financial Sector” Should NOT be entitled “Discussion” May include: Theoretical basis of research Analysis of data and findings Charts and Graphs Evaluation of the methods used Structure should reflect the analysis and objective

5. Discussion: 

5. Discussion Presented in an order that leads logically towards the conclusions and recommendations. Chronological based on your research Past, current, future technologies Problem, solution 1, solution 2, solution 3 Simple  Complex State how it is organized up front

Any volunteers?: 

Any volunteers? Tell me about your project and how it is structured

6. Conclusions: 

6. Conclusions Drawn from evidence, analysis, interpretation and evaluation presented in the discussion No new material introduced Follows logically from the Discussion Conclusions section should give: Key points Main findings NOT another Executive Summary Overview of the research, where you've reached, and where further investigation might be warranted

7. Recommendations: 

7. Recommendations Suggestions for possible actions based on the research Applications of your research in industry Recommendations to scientific or business community Possible improvements to your research Areas for further research be definite be perceptive be imaginative be rational

8. Bibliography: 

8. Bibliography The bibliography lists all publications either cited or referred to in preparing the report Give full details of all publications and web pages either cited or used for background research while preparing the report. e.g. R. Resnick, D. Halliday and K.S. Krane, (1992), Physics 4th ed. (Wiley: New York) p. 55. J.P. Gordon, H.J. Zeiger and C.H. Townes, "The maser - new type of microwave amplifier, frequency standard, and spectrometer", Phys. Rev. 18, 1264-1274 (1955). Sigma Pro Inc, http://www.sigmaprotraining.com/outsourcing.htm

9. Attachments / Exhibits: 

9. Attachments / Exhibits Includes detailed data or information that would affect the coherent flow of the report For example a long derivation of an equation a listing of a computer program written to assist in analysis of data Supporting, yet not essential, data: companies, addresses, pages of findings

Report Format (again): 

Report Format (again) Title page Table of contents Abstract/Executive Summary Introduction Discussion Conclusions Recommendations Bibliography Attachments / Exhibits

Part 2.c Style: 

Part 2.c Style

Effective whitespace: 

Effective whitespace Blank line between paragraphs Bullet points where appropriate Not right-justified

Effective whitespace: 

Effective whitespace 2. Method Describes the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections: Subjects Apparatus Research Instruments/Tools Procedures. Method section continues on the same page after the end of the Introduction. Describes the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections: 2.1 Subjects This sub-section is optional. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. 2.2 Apparatus This sub-section is optional. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section.

Ineffective whitespace: 

Ineffective whitespace Describes the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections: Method section continues on the same page after the end of the Introduction. Describes the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections: This sub-section is optional. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. This sub-section is optional. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section. ethod section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. This sub-section is optional. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section. ethod section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. This sub-section is optional. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section. detail to permit another investigator to replicate it. The Method section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section. ethod section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. This sub-section is optional. the study in enough detail to permit another investigator to replicate it. The Method section is often divided into three subsections. the study in enough detail to permit another investigator to replicate it. The Method section.

Easy to read: 

Easy to read Clear, concise language Short sentences Correct grammar and spelling Pitch at appropriate level: not everyone knows what you know Concrete examples that support, not distract

Keep it simple: 

Keep it simple An example using “impressive” words: “Subsequent to the passage of the subject legislation, it is incumbent upon you to advise your organization to comply with it.” An example using simple words: “After the law passes, you must tell your people to comply with it.”

PowerPoint Presentation: 

"Everything should be made as simple as possible, but not simpler.“ - Albert Einstein

Coherent: 

Coherent Obvious signposts guide your reader through the report Follow a logical sequence Chronological based on your research Past, current, future technologies Problem, solution 1, solution 2, solution 3 Simple  Complex

Cohesive: 

Cohesive Every sentence supports your objective Topic sentences introduce a paragraph’s main idea: “There are three main reasons why CORBA technology is used in web application development…” “The advent of the Internet provided new ways for people to communicate which has caused a revolution in the fields of sociology and anthropology.”

Effective paragraphs: 

Effective paragraphs Place information where it will be seen: First and last paragraphs First and last sentences Keep paragraphs simple: Short paragraphs are more likely to be read Each paragraph should contain one main point

Passive sentences: 

Passive sentences Rare occasion where “passive” style is preferred Not good: "You cannot import those goods from Africa." Good : "Those goods cannot be imported from Africa." Fix these sentences: “We will discuss the economic consequences of the reunification of Germany.” “Solving this problem is difficult if you are renovating the office.” “People considered him one of the best designers.”

Consistent, obvious headings: 

Consistent, obvious headings Use Microsoft Word “Style” function Automatically insert Table of Contents using “TOC” field - example

Templates from the Web: 

Templates from the Web In Microsoft Word Select “File, New” Click on “Templates on Microsoft.com”

Templates from the Web: 

Templates from the Web Take what is given and customize to match your style This IS NOT SUFFICIENT for your purposes. It must be customized.

Spread the load: 

Spread the load Not all of your ideas will come at once Spend time noting initial ideas and set the document aside When you come back to it later, you will find that your ideas have gelled and that you can see the way ahead more clearly.

Repeat: your professor is the audience: 

Repeat: your professor is the audience I am suggesting that your professor grade as follows: Coherent, cohesive organization – 33 ⅓ % Use of standard report structure Ideas appropriately placed in each section Clearly articulated ideas – 33 ⅓ % Use of topic sentences Simple syntax and correct grammar Correct use of bullets, whitespace Charts and graphs Quality and depth of research – 33 ⅓ % Thesis pushes boundaries of what was learned in classroom Research from a variety of sources (web, interviews, original ideas) Compelling arguments to support thesis

Questions?: 

Questions?

Feedback: 

Feedback Give an assessment of today’s session What did you like most and least? Assess the verbal presentation? Assess the slides? How useful do you think this topic will be for future classes on communications? tom.atkinson@alum.mit.edu