Definition: (Gerson & Gerson, pp. 68-69)
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definition.docx
Module 2: The Writing Process: Planning, Writing, Revising
Commentary
Topics
Developing a Writing Plan Elements of Style Writing a Resume
You wouldn't build a house without a blueprint. Before you begin composing a document for the workplace, you will need to plan your writing and gather your information to create a successful communication piece.
Planning will help you avoid writer's block and will prevent you from omitting important details. Instead of jumping into your project, you'll need to answer a few questions. Often, asking yourself the journalistic questions who, what, where, when, why, and how can get the process started.
You'll also need to consider the point of view of your audience. Analyzing your readers can help ensure you tailor your document to meet their needs.
Analyze Your Audience
You'll need to think about your readers' knowledge of the topic about which you are going to write. Think about their education as well as their viewpoint on the topic. What is your readers' basic position, and what will they want to gain from your document? For example, if you send an e-mail message to your boss asking her to purchase a software upgrade, what point is more likely to convince her—that the upgrade will help you perform your job more quickly, or that the upgrade will integrate with your home system? As we mentioned in module 1, addressing the needs of a specific audience is known as the "you" attitude in technical writing.
Figure 2.1 shows questions that can assist you in developing an audience analysis. You can also find this document in the Toolkit section of this course, if you would like to print it out for your reference.
Figure 2.1 Audience Analysis Questions
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1. Who are the members of your primary audience? To whom are you specifically writing your document? 2. Who are the members of your secondary audience? In addition to your primary audience, who else might read your document? 3. What is the purpose of the document? 4. What is your audience's educational background? 5. What are the job responsibilities of your audience? 6. What are the ages and genders of your audience? 7. What is your audience's ethnic background? 8. Does your audience have cultural characteristics and conventions for you to consider in preparing text or graphics? 9. Does your audience have religious beliefs for you to consider? 10. Does your audience have disabilities of which you should be mindful? 11. What does your audience already know about the topic? 12. What information does your audience need on the topic? 13. What is your audience's level of interest in the topic? 14. What are your audience's attitudes toward the topic? 15. What are your audience's attitudes toward you, your approach to writing a document, or documentation in general? 16. Does your audience have preferences or biases that you should consider? If so, what are they? 17. What are your audience's expectations about the document you are writing? 18. How will your audience use the document? 19. What do you know about the physical environment in which your audience will use the document? 20. Do you need to consider any ethical or legal issues related to the audience? If so, what are they? 21. Where did the idea for the document come from, and will that information be relevant to your audience? |
Source: Didier 2002
Set a Purpose
Once you analyze your audience, you'll need to establish a primary reason for writing to help you stay focused. Think about whether you are writing to inform or to persuade, or possibly both. This will give you a clearer idea of how to organize your thoughts. If you are writing short instructions to a coworker about how to troubleshoot a problem with a software application, you are writing to inform. If you are writing a memo to a client to push back a deliverable deadline, you are writing to persuade. If you are writing a report to your supervisor evaluating two training seminars, you may be writing both to inform and persuade.
Create a Purpose Statement
After you determine your main reason for communicating, you'll need to create a purpose statement. Compose a key sentence that states your most important point. If you had only two or three seconds to blurt out your message to your audience, what would you say? Possibly, "Bob, we really need to purchase a new laptop for our management team," or "Pam, here are three steps to improve the way we handle customer complaints."
Brainstorm and Organize Ideas
Once you determine your purpose statement, list the facts and ideas that will help you accomplish your goals. Think about your most important message, and brainstorm ideas that support and explain it. Once you have gathered your ideas, group them by subject. You can create an outline with your main points and supporting facts and details.
Now you can test what you have learned thus far. Read the following case study, which asks you to write a sensitive document for your boss. In the pop-up below, answer questions based on the case study and draft a model document.
Figure 2.2 Customer Complaints at Arlie Products, Inc.: The Copy Machine Case
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You have been hired by the Belcron Corporation, a manufacturer of copy machines and other office products. You are currently working in the downtown office as a sales assistant to a marketing representative. Your marketing rep is Chris Iven. One of your tasks is to go once a month to visit each of his accounts to make what Belcron calls a "customer satisfaction call." You are supposed to uncover any problems the customer may have with a copy machine or its servicing. Most big accounts lease their equipment from Belcron, and will readily substitute a competitor's product. Therefore, customer satisfaction is a priority. After each visit, you write a brief summary report and give it Chris. However, you suspect that your rep barely glances over the summaries. To call his attention to problem accounts, you orally brief him at the end of your visiting days, pointing out pertinent evaluation forms and summaries. This way, Chris can easily stay on top of all accounts and take action quickly. During your September visits, you get the usual array of satisfied responses until you call on Arlie Products, Inc., a potato chip manufacture. Arlie Products, Inc. makes 65,000 copies a month, a high-volume amount. The key operator, Beth Boynton, has never liked the copier much and has complained each month about the quality of the copies. This time, however, Boynton is very quiet, and you sense something brewing. When you ask her to fill out your customer evaluation form, she glances with disdain at the sheet and then ticks off her answers. To the question asking whether the copier has performed to her expectations, she glares at you and shoves the paper back, saying, "Definitely NOT!" "Look here," Boynton charges while opening up the copier and pointing to a large accumulation of toner dust, "I have told you about this toner dust buildup repeatedly. Your service people have been out here several times, but they have not fixed the problem! The dust builds up so fast that, right after the optics are cleaned, dust flies all over the place, messing up the copies." Boynton hands you a smudgy print. "See how wonderful they look," Boynton says with a sneer. "We can't even use them for management reports anymore." You assure Boynton that the problem will be corrected. You tell her that you will place a service call and that Chris Iven will come out to see her tomorrow, but she will not even let you finish. "I am totally out of patience," snaps Boynton. "I have talked to my management about this problem, and if it isn't fixed immediately, the machine will be pulled by the end of the week!" You nod, express agreement about the poor copy quality, and tell Boynton that Chris will be in touch. You stuff the incomplete customer evaluation form in your briefcase and beat a hasty retreat. When you get back to the office, you place a service call for Arlie Products, Inc. You ponder how to word your summary report, knowing that Belcron's future with the company is at stake. Unfortunately, you can't speak with Chris Iven directly because he has gone to smooth over a problem with another account. You will be out all day tomorrow at a training session. You know that your report has to get Chris's attention and help him salvage the relationship between Belcron and Arlie. |
Click on the pop-up below to plan your summary report.
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Rewriting or revising is essential to good technical writing. Once you complete your first draft, you'll need to reexamine it to see how you can improve your message. Employing an active voice and simple, direct language will engage your reader and make your writing easy to understand.
Use active and specific language to keep your writing concise. The active voice places the action with the actor. For example, "Sam hit the ball" is in the active voice. "The ball was hit by Sam" is in the passive voice. The second sentence is not as concise as the one in the active voice. It uses two verbs (was and hit) instead of one (hit).
Professional and technical writers also avoid using pompous wording. A verbose and complex sentence does not always indicate intelligence. A simple approach is best for technical writing. You can reduce clutter by omitting repetitious wording ("advance warning," "ten a.m. in the morning," "future plans," etc.). Eliminate there are, who is, that, and which clauses whenever possible. For example, in this sentence, "There are several students who have the skills necessary for this job," there are and who can be excluded from the sentence to make it more concise ("Several students have the skills necessary for this job.")
Eliminating Unnecessary Words
Look at the examples below to see weak and strong ways of writing the same sentence. The strong sentences avoid unnecessary words.
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We conducted a survey of the members. |
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We surveyed the members. |
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She drove in a careless manner. |
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She drove carelessly. |
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Mark hopes this procedure will make an improvement in the way reports are filed. |
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Mark hope this procedure will improve the way reports are filed. |
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He discovered the horrible news by means of a fax. |
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He received a fax of the horrible news. |
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Due to the fact that she had been drinking, the accident was her fault. |
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Because she had been drinking, the accident was her fault. |
Eliminating Repetitious Wording
Look at the examples below to see weak and strong ways of writing the same sentence. The strong sentences avoid repetitious wording.
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The subterranean garage, located underground, is more expensive than the old one. |
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The subterranean garage is more expensive than the old one. |
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Until last week, Fran's group had the best record to date. |
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Until last week, Fran's group had the best record. |
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In view of the fact that a large number of these computers are defective and liable to break down, the head office admits and agrees that a recall is necessary. |
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Because a large number of these computers are defective, the head office agrees on the necessity of a recall. |
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She formulated an action plan to meet her future goals. |
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She formulated a plan to meet her goals. |
Eliminating Unnecessary Clauses
Look at the examples below to see weak and strong ways of writing the same sentence. The strong sentences avoid unnecessary clauses.
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The members of your group who are interested in learning more about this new benefit are welcome to attend the lecture that will be conducted on October 16. |
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The members of your group interested in learning more about this new benefit are welcome to attend the October 16 lecture. |
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There are thousands of hours wasted because no one can use the software that is out of date. |
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We waste thousands of hours because no one can use the out-of-date software. |
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The programmer who works in Boston sent the file, which is incomplete, to the home office. |
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The programmer in Boston sent the incomplete file to the home office. |
A resume is one of the most important documents you will ever write. A well-written resume can lead to a successful career. Before the development of desktop publishing software and computers, many applicants applied for jobs with the same resume during a search. Today, templates, computer availability, and software enable you to tailor your resume to a variety of jobs. Various companies advertise that they can write the "perfect" resume for you. But can they? Who else is more qualified to write about your work, volunteer, and educational experience? By mastering the techniques of technical writing, you will be the best person to compose your resume.
To prepare for writing your resume, keep an updated file on your education (degrees, military training, seminars, workshops, etc.), employment (paid and voluntary), achievements (career and volunteer), and special skills (computer hardware and software, tools, languages, etc.). Also keep a list of the organizations to which you belong (work- and/or hobby-related).
PAR Statements
Be sure to use strong verbs when describing your job experience. Avoid simply listing the jobs you've had, and remove any line that begins with "Responsibilities included. . . ." Instead, use the PAR (problem, action, result) approach. Think about any problems you faced in your workplace, and describe what you did about them. Conclude by pointing out the beneficial results. Make your statements as quantitative as possible, i.e., use data, numbers, and statistics to back key ideas. Employers want to see PAR statements that illustrate
· increased revenue
· increased efficiency
· improved workplace safety
· increased productivity
· effective budgeting
· successful advertising
You can use a list of power verbs to create strong PAR statements. You can also find this document in the Toolkit section of this course, if you would like to print it out for your reference.
Below, see how you can turn generic qualifications into on-the-job accomplishments, or PAR statements.
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Excellent organizational skills |
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Reorganized sales expense database to recover 25 percent of lost revenue |
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Ability to handle multiple tasks |
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Met deadlines while juggling multiple tasks |
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Responsible for maintaining equipment |
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Saved $1,800 in contractor fees during a four-month period by maintaining computer software and hardware |
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Increased revenue |
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Developed a new client management database, resulting in a 20 percent increase in forth-quarter revenues, the program's largest quarterly increase in over four years |
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Conducted training seminars |
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Created and conducted training course on equipment changeovers, which saved 40 work hours per week |
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Improved layout of newspaper |
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Reduced production and labor costs by 30 percent by designing a Microsoft Office Publisher template |
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Developed a communication strategy |
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Developed and implemented a two-year communication strategy for the university that increased enrollment by 23 percent; launched a successful $10 million development campaign; reduced recruitment materials cost by 31 percent |
Mistakes to Avoid
Many experts offer advice when it comes to writing resumes. One item they all agree on is that a resume filled with typos, grammatical errors, and poorly laid-out text can land your resume in the reject pile. Figure 2.3 shows a resume likely to be tossed by an employer. Scroll your mouse over the numbers to see tips for improving this resume.
Figure 2.3 Typical Resume Errors
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Frank Bell 1 2121 Hilton Ave. Marytown, FL 70492 555-555-5932 [email protected] 2
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Resume Organization
Your level of education and experience as well as the job you are seeking will dictate how you should organize your resume. The traditional resume is known as the chronological resume. A chronological resume is organized in reverse chronological order from your current job to your least recent job (a span of ten years is the general rule). Many technical recruiters prefer this resume style. You can also use this type of resume if you have been working for the same employer for over five years. Be sure to break your experience down into different jobs you've held while employed by the company. Figure 2.4 shows a chronological resume.
Figure 2.4 Chronological Resume
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Source: Didier 2002
A functional resume is a type of resume to use if you have changed careers over the years or if you have gaps in your work history. Remember that you can list volunteer work in your resume, and that you can still showcase a work history if you are planning a change in career. Click on this link to see a functional resume . Note the use of bolding, italics, fonts, and formatting to create a professional look.
Because employers and recruiters may ask for a specific type of resume, it is a good idea to prepare both a chronological and functional resume. To choose a template for your resume, it may help to visit the Microsoft templates Web site , or another Web site where you can download templates.
Many companies, especially high-tech firms, use databases to quickly and efficiently match job openings with qualified seekers. Generally, a firm will specifically request a scannable resume in its job description/advertisement. A scannable resume is a resume formatted simply, so that a computer can scan it. Many companies use optical character recognition (OCR) software to read your resume. Before you compose your scannable resume, read job listings to pick up key words used in your field. Be sure to include those words in your document. Follow these tips to create a scannable resume:
· Use one of the standard serif or sans serif typefaces, such as Courier, Times, or Arial. Avoid using decorative fonts.
· Do not go over 65 characters per line.
· Use a readable type size, between 11 and 14 points.
· Avoid graphics and shading.
· Keep formatting simple. You can use ALL CAPS for major headings, but avoid italicizing, bolding, and underlining. Do not use columns.
· Do not use bullets, lines, ampersands, percent signs, or foreign characters, because they may not translate properly.
· Left-justify text.
· Place your name at the top of each page if your resume is longer than one page.
· Print your resume on a high-quality laser printer or inkjet.
· Use only white- or light-colored paper and use the standard letter size.
· Try to mail or deliver your resume in a flat envelop or by fax. Do not staple multiple-page resumes.
· Utilize keywords throughout your resume.
Source: Information taken from Hansen, Quintessential Careers Web site
Resume Consistency
One of the biggest pitfalls in writing a resume is inconsistency. When creating a traditional or functional resume, ensure you are consistent with typographical special effects. For example, if you are using 12-pt Arial bold as a heading style, make sure all your headings have this style. Resumes provide a great arena for using different word processing skills, such as adding fonts, bolding, italics, etc. However, don't go overboard with your typography; too much font treatment can be distracting.
You'll need to be consistent in your use of phrasing for similar pieces of information in a resume, as well as with your punctuation style. Use a parallel structure when discussing experience. The following is not a parallel list. You can see the conflicting verb tenses and punctuation marks in red:
· Managed the Abandoned Sites Program;
· Supervise field personnel
· Writing trainee manual.
This version is parallel:
· Managed the Abandoned Sites Program
· Supervised field personnel
· Wrote trainee manual
Review your resume for white space. Is the information crammed onto one page? If so, add some space to help your reader through your document. In the past, resumes were only one page long. It is fine to have a two-page resume, but try to fill both pages. If you possess numerous special skills; for example, both hardware and software programming abilities, you may want to include a separate amplifications page that lists all these items. Figure 2.5 shows a sample amplifications page.
Figure 2.5 Amplifications Page
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SUMMARY OF TECHNICAL KNOWLEDGE Software Web Development: Java, Ajax, ASP.NET, VisualBasic.NET, Perl, JavaScript, Active Server Pages, VBScript, PhP, Flash, Dreamweaver, FrontPage, HTML, PhotoShop, Fireworks, Netscape, Internet Explorer, Firefox Programming: Rational Suite Analyst Studio, Visual Basic, C++, Delphi, SQL, COBOL, Lotus Notes, ClearQuest Office Productivity: Microsoft Office including Word, Excel, PowerPoint; Corel Suite including WordPerfect, Quattro Pro, Paradox; Visio, Microsoft Project, Winzip Operating Systems: UNIX, Microsoft Windows XP, Windows 2000 Server Certifications: Brainbench C++, VisualBasic.NET, Microsoft MCAD |
Source: Didier 2002
Above all, make sure your resume is free of grammatical and spelling errors. Do not rely on word processing software to catch these errors. Your resume is your key to a potential interview.
Writing a Cover Letter
Not all employers ask for a cover letter, but it is useful to write one to personalize your application and to highlight how your skills would benefit the company. A well-written cover letter can make you stand out to an employer. Before you write your letter, reread the job advertisement and research the company. Use your cover letter to enthusiastically show your knowledge of that organization and of the industry. Let the employer know that you've done your homework and that you know how you could benefit the company.
If possible, find out to whom to address the cover letter—specific names are better than "To Whom it May Concern" and "Human Resources." When responding through the Internet to a job posting, use a well-worded e-mail message in place of a cover letter. Be sure to include the specific title and/or number of the job for which you are applying in the subject line.
Your cover letter should be no longer than one page. Break it down according to the ABC format (abstract, body, and conclusion). In your introductory paragraph (abstract), be sure to
· state your purpose ("I am writing to apply for X")
· note how you found out about the job
· demonstrate your knowledge of the company
· give your basic qualifications
· name-drop if you know a contact within the company
In your second and third paragraphs (body),
· highlight your knowledge, abilities, and experience
· give a few precise details about how you approached a demanding project at work
· show how those skills specifically relate to the job for which you are applying
Your closing paragraph (conclusion) needs to work just as hard as your introduction. In this paragraph, you should
· direct the employer to your resume
· request or offer the opportunity to meet in person
· list contact information and availability
· enthusiastically thank the employer
After you write your cover letter,
· proofread your cover letter as carefully as you did your resume
· correct any grammatical and spelling errors
· make sure each sentence is specific and shows how your skills make you the most qualified candidate for the job
· remove claims that every applicant can make; omit empty phrases such as "works well with others," etc.
Figure 2.6 shows a bland, vague cover letter with common errors. Scroll your mouse over the numbers to learn how to avoid these mistakes.
Figure 2.6 Typical Cover Letter Errors
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To Whom It May Concern: 1 I am writing to apply for the position you have open in your company. 2 I have four years of college courses behind me, and I am looking for a challenging position with opportunity for growth. 3 Enclosed, you will find a resume that highlights my skills and qualifications. I am enthusiastic and a people-oriented person. I strive to meet and exceed goals as part of a team and as an individual. 4 I look forward to meeting with you to explain how my qualifications will suit your needs. 5 Sincerely, J. Thomas |
Now you can test what you have learned thus far. Read the following case study, which asks you to write a cover letter for a job. In the pop-up below, write the cover letter and compare it with a model.
Figure 2.7 Writing a Cover Letter: The Rock Canyon Diner
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You are the manager of a small café. Eager for new challenges, you seek a job managing at a large chain restaurant, the Rock Canyon Diner. During your four years at the Owl Café, you initiated changes that led to a 23% increase in sales. You placed candy jars on the counter, expanded the gourmet coffee selection, and added a sandwich menu. You are always kind and courteous to customers, and have regularly gotten positive feedback. Additionally, you have worked with Christa James, who is now a manager at the Rock Canyon Diner. The title for the position you want is Restaurant Manager. The HR supervisor is Mike Holden. Create a cover letter to apply for this job. |
Click on the pop-up below to write your cover letter.
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References
Didier, Michelle. (2002). Audience Analysis Questions.
Didier, Michelle. (2002). Chronological Resume.
Didier, Michelle. (2002). Power Verbs.
Didier, Michelle. (2002). Sample Amplifications Page.
Hansen, Randall S. "Scannable Resume Fundamentals: How to Write Text Resumes." Accessed May 2006 from http://www.quintcareers.com/scannable_resumes.html
