BUSINESS COMMUNICATION

Questions & Suggested Answer Points

Dr H. Venkitachalam

(The suggested answer points contained in this note are only the main
highlights and not fully descriptive. Students have to go through the reference texts as mentioned in the M.G. University syllabus and use this note only as a guidance for examination preparation. Students have to write descriptive answers covering the points for examination)

BUSINESS COMMUNICATION
MBA-(Sem-1)
Dr H.Venkitachalam. QUESTIONS & ANSWER POINTS: 1. Define Communication. The word Communication has been derived from the Latin word Communis which means common. Newman and Summer, defines communication as an exchange of facts, ideas, opinions or emotions by tow or more persons. Allen Louis defines it as sum of all things one person does when he wants to create understanding in the mind of another. Thus, communication is giving of understandable information and receiving and understanding the message, leading to desired actions. 2. Describe the various channels of communication in Organizations.
Channel The channel is the means used to convey the message. To physically transmit your message you select a communication channel and a medium. A communication channel could be nonverbal, spoken, or written. The medium could be telephone, computer, fax, letter, memo, report, face-to-face, etc. Sometimes oral communication is superior to written communication; at other times a written message is preferable. Here are some examples: 1. When immediate feedback is necessary, oral communication channels are more effective. 2. If there is a reasonable chance that the other party will not understand the message, verbal channels are the preferred choice. 3. If there is likely to be reluctance on the part of the receiver to comply with the message, verbal channels are usually more effective. 4. If there is a need to document the communication, written channels are the best choice. 5. If the message should have detailed accuracy, written channels are best.

Module-1.

Channels of communication play a significant role in business and industrial organizations. The success of any organization depends on the effectiveness and efficiency of its communication channels to disseminate information among its internal members and outside agencies. The various Channels of Communication are as follows:Internal Communication (within the organization, managers, employees) This can be Formal or Informal Communication. Formal Communication relates to Vertical (Downward Superiors to subordinates), Upward (Subordinates to superiors), Horizontal (lateral or across departments, peers). Formal communication is well structure, and will have authority and responsibility. Informal communication in organizations may not have any authority or responsibility associated with it. Informal communication in organizations are also very strong at times. Grapevine is an informal form of communication found in organizations, operates horizontally between peers, and carries work or people related information at a remarkable pace. External Communication refers to the communication with outsiders such as customers, suppliers, govt agencies, Sales tax, Excise & Income tax departments etc, which will be mostly in the form of written communication ( E-mail, FAX, etc) 3. Explain the Process of Communication The process of communication starts from the Sender and ends in Action (Feedback) Sender- Encoding the message- Transmits through a Channel to reach the Receiver who decodes the message according to his ability and acts accordingly as per his understanding. Feed back from the receiver is the essence of any communication. (Each of the above stages in communication has to be explained in depth for the purpose of exam) Briefly explain the steps involved in Communication process.
IDEATION ENCODING TRANSMISSION RECEIVING DECODING & ACTING

4. What are the major functions of Communication? 1. 2. 3. 4. Coordinates various departments and groups in an Organization Acts as a controlling devise for decision makers. Helps to improve efficiency of Managers and Staff. Facilitates information flow from outside the organization which helps in various decision making processes. 5. Ultimately helps to build up rapport inside & outside the organization. 5. What are the principal forms of Communication? Oral or Verbal Communication: - (face to face, telephone, meetings, conferences, interviews, seminars, lectures etc) Written Communication: (Letters, notes, memos, circulars, reports etc.) Non Verbal Communication: (Facial expressions, body language, gestures, eye contact, postures, appearances, silence, touch, space, time etc) (Each of the above has to be explained properly with examples for exam) 5 (a) . What are the major objectives of Communication? Exchange of information, Advise oriented communication, Giving Orders, Accepting suggestions, Persuading or influencing the attitudes, ego states or beliefs for a particular cause, acquiring knowledge through education, Improving morale & motivation. 6. What are the major barriers to Communication? How will you overcome them? Discuss. 1. 2. 3. 4. Problems caused by sender Problems in Message transmission Problems in Reception Problems in Receiver comprehension & perception.

Physical barriers (Noise or disturbance, Mike problems etc.) Psychological barriers (Filtering, Selective perception, Different Comprehension of reality, Attitudes and opinions, Slanting, Abstracting, Egotism, Emotions, Premature evaluation) Semantic Barriers (Attaching different meanings to the same word spoken or written by different people. The use of different languages, symbols, vocabulary etc) Organizational barriers: (Status consciousness, Wrong choice of medium, Rules and regulations, Hierarchical Relationship) (Elaborate each with suitable examples for exam)

Dealing with barriers:1. 2. 3. 4. 5. Know your subject Focus on purpose Know your Audience Be organized Get feed-back

7. What are the basic principles to be followed for effective communication in an Organization? (Seven Cs Candid, Clear, Complete, Concise, Concrete, Correct, Courteous.) 1. Clarity of Expression:Use simple understandable words Avoid repetition of words Avoid jargons Write short sentences

2.

Clarity of Thought:- Careful consideration of objective, content & medium

3. 4. 5.

Completeness of Facts Conciseness (brief & pointed) Consideration for the Receiver Courtesy begets courtesy Correctness of Facts

COMPONENTS OF EFFECTIVE COMMUNICATION

SHORT & SIMPLE FEED BACK

CONVICTION & CONFIDENCE , ENTHUSIASM & RESPECT

QUESTIONS & ANSWER POINTS

Module 2.

8. Briefly explain the important steps to be followed for a good speech. Steps for effective speaking: Plan your topic or subject Know your objective & the audience Know the consequences of your speech Arrange your thoughts logically Speak clearly with appropriate speed Observe your audience for feedback and revise appropriately Continue if the feedback is positive Revise it the feedback is negative

9. Explain the various barriers to listening? Inattentiveness to the situation Distractions (both physical and mental) Ego state of the listener Negative attitude towards the speaker Premature evaluation by the listener Pace of the speech (average listening speed is approximately 400 words per minute) Physical disturbances (sound, mike)

10. What are the different types of meetings? What is an agenda? What are its contents? INFORMAL (Unstructured and without powers to take action) FORMAL (Structured meetings) STATUTORY MEETINGS (Required by law such as AGM and other Company meetings)

Agenda, which is a brief detail of the meeting, has to include the following: The names of expected attendees Exact Place & Date of meeting Rough indication of time for each item The time of culmination of meeting Objectives of the Meeting The issues to be discussed and resolved in the meeting.

Categories of Meetings: MEETING TO INFORM about a policy or a decision already made. MEETING TO PERSUADE or influence the members to accept certain proposal. CONSULTATIVE MEETING to find out an acceptable solution to a problem. INQUIRING MEETING to look for information

11. What are the duties of a Chairperson in a Meeting? Start the meeting on time Define the purpose of the meeting Ensure the proper conduct of the meeting, and those present have the right to attend Make sure that a quorum is present See that the agenda is followed Ensure that the minutes have been made Remain impartial All members have equal chance to speak Insist that all motions (proposals put before a meeting), amendments, and remarks are addressed to the chairperson. Put motions & amendments to vote and announce the results Make frequent summaries Declare the meeting closed at the end.

12. What are minutes? What are their usual contents? Minutes are the proceedings recorded in a meeting. The contents are as follows: Where and when the meeting was held The names of attendees Apologies from non-attendees The decisions taken along with details of who should implement them by when? Name and signature of the person writing the minutes.

13. What are Business Presentations? What are the requirements to plan a good Business presentation for launching a New product? Business presentations are normally done for the purpose of launching a new product or service to a specified target audience. A good Business Presentation has to follow the following processes:PLANNING according to purpose of presentation, type of audience, venue, time duration etc. ORGANISING- the visual aids as per the requirements and content of presentation. PRACTICE- rehearsing the presentation. ACTUAL DELIVERY OF PRESENTATION (Business Presentation for launching a new product should take into account the following: Nature of the product or service (High Value or Low value product) Target audience and their status in the society Venue and time of presentation Audio visual presentation regarding the Company & Product details Clarification of doubts in a Question & Answer session for getting feedback. Other important Questions: What are the requirements of a good Public Speaker? Listening is more important than speaking Discuss. Describe the importance of meetings in a Public Ltd Company. Discuss the various categories of meetings held in an organization. Meetings are time wasters if not organized properly Comment on this statement and identify the requirements for organizing a purposeful meeting. Discuss the role of feed back in Communication. Illustrate with a suitable example how it contributes to make communication more meaningful. All barriers to communication are pshychologal Discuss. Ho do you plan a good speech? Explain the various styles of speeches.

QUESTIONS & ANSWER POINTS

Module 3.

14. Briefly discuss the various forms of Written Communication with its functions, advantages and limitations. LETTERS : ( Business & Personal) MEMORANDUM: (A message sent to some one within the organization either signed or unsigned) E-Mail : (electronically transmitted) REPORTS: (For problem solving or decision-making.) MISCELLANEOUS: (Pamphlets, news letters, notices etc) Functions of a letter:To communicate ideas & information without personal contact. To record communication in permanent form. It acts as a valid future reference and as a documentary evidence when required.

15. What are the important requirements for a most effective business letter? Clarity in conveying the idea. Appropriate words to be used. Sentences & Paragraphs should be short and to the point and unambiguous. Logical expression of ideas. Avoid jargons as far as possible. Positive language conveys positive thoughts, and leads to positive actions. Quality stationery (letterheads, continuation sheets, window envelopes) Quality printing or typing Proper paragraphing & justifying Neat folding Proper address & required stamping

16. What are the significant parts of a good Business letter? HEADING (Name, address, emblem, telegraphic & e-mail id, telephone, telex, and fax nos) Date, Reference no, Inside address Attention line (Kind attention Mr) Salutation (Dear Sir, Madam, Ms) Subject (italics, underlining, capital letters, combination) Introduction, body of letter, conclusion Complementary close, enclosures at the end.

17. What are the different styles of Layouts adopted in Business letters? Explain with suitable examples. Layout is the design in which different parts of letter are placed on the letterhead. Indented Form (oldest & now outdated) Full Block Form (most modern style) every line starts from left margin, address has no punctuation at the end of the line, salutation & complementary clause do not have a coma at the end. Para separated by double line spacing. Modified Block form (modification of full block form) Inside address in block form, salutation & complementary close followed by a comma. All paragraphs begin at the left margin, and separated by double line spacing. This is also a popular form as the appearance is streamlined and neat.

SEMI- INDENTED FORM: Inside address will be in the block form but the paragraph is indented. The date and complementary close are on the right side. Salutation and complementary close are followed by comma. HANGING INDENTION FORM:-

Inside address in block form Date & complementary close on right Paragraph starts from left margin, but the subsequent lines of every para are indented three to five spaces. This style is used for sales letters, to hang out the opening line of every para. NOMA Form (recommended by National Office Management Association of America and accepted in UK, not popular in India. It resembles the full block form & all lines begin at the left margin, and the inside address is in the block form. No salutation or complementary close Subject line in Capitals three lines below the inside address. Numbered items begin in the left margin, no full stop at the end of each item The writers name and title are typed in capitals in one line below the space for signature. Typists initials in the left bottom corner 10

18. Briefly explain the body of a good Sales Letter. Explain the quality of your product, special USP etc and convince that your claims are true through some references, or researches made. To substantiate your claims, you can offer:-

Trial Offer Guarantees, free samples, Testimonials & references. Positive Conclusions:-

For your convenience we are opening a new branch in your town We are happy to extend our discount offer till the end of next month Visit our shop and take a surprise gift We can act as per your wish Guarantees, free samples, Testimonials & references. 19. What are reports? Why are they necessary in organizations? Explain the different types of reports. Acts as an important management tool for decision making process Transmits information to various levels Facilitates co-ordination & control of activities in Organization It is indispensable for any type of organization Routine Reports Progress reports Inspection reports Performance Periodical reports Evaluation reports Special Reports FIR Investigation Feasibility Survey reports Research reports Project reports

Reports by Individual Managers Reports by Groups Reports by Committees Reports by Task forces & Team leaders Reports by Chairman & MD Reports by Auditors Reports by Company Secretary

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19. Explain the various sections of a good report? Title Page (contains the title of the report, name of reportee, name of writer, and date of submission of the report. Letter of Transmittal (covering letter, which formally presents the report to the reportee) Table of Contents (reveals several sections & subsections of the report with relevant page nos for quick verification) List of Tables List of Graphs Executive Summary:- (or abstract) Purpose of the Report Scope of Investigation or Research Methodology used for investigation Significant findings Major Conclusions Main Recommendations

INTRODUCTION: Purpose of the report Scope of the report regarding issues taken up as well as not covered Methods of investigation Definition of relevant terms Outline of the Structure of the report

BODY OF THE REPORT: Presenting the detailed findings Analyzing the findings of the investigation by incorporating graphs, tables, diagrams Possible and relevant comparisons with reference to other investigations

FINDINGS & SUGGESSIONS

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CONCLUSION ADDITIONAL REQUIREMENTS: List of references at the end Bibliography (list of books consulted) Glossary (list of technical words & explanations) Appendices (statistical data, charts, diagrams not forming part of the main body of the report) Signature of the parties to the report with date.

SECTIONS OF A LONG FORMAL REPORT (Summer Project Report) 1. Cover 2. Title Page 3. Certificates from the Organization and College or Institute 4. Declaration of the Candidate 5. Acknowledgements 6. Table of Contents 7. List of Tables 8. List of Graphs 9. Executive Summary or Abstract 10. Introduction 11. Discussion/Description (Chapters) 12. Findings & Recommendations 13. Conclusion 14. Appendix 15. List of References 16. Bibliography 17. Glossary 18. Index 21. A job application is a Sales letter Do you agree with this statement? What are the important contents of a good Resume? Name, Address, E mail, Tel & mobile no Age & Date of Birth, Nationality Career objectives Educational Qualifications Specialized Qualifications Professional Memberships & Trainings attended Experience & nature of Project & Key assignments Major strengths Languages Known Extra curricular activities & Hobbies

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Other Questions: What are the specific advantages and limitations of Written communication? Draft a suitable FIR regarding loss incurred due to fire in the Rubber products division in your organization. Draft a suitable Project Report for starting a Small scale industry manufacturing PVC Pipes in a backward industrial area in Kerala. Draft a report on a market survey conducted by you regarding arrival of new brands of Tooth pastes in the Kerala Market. Draft a suitable resume and covering letter for applying for the Post of a Marketing Manager for a Multinational Company manufacturing FMCG products in India. Draft a report to be submitted to the Vice President Operations regarding a theft that occurred in your department and the subsequent enquires carried out on this issue. Draft a Complaint letter to TVS Ltd regarding the persistent problems which you are having in your Washing Machine which you had purchased 3 months back from their approved dealership. Draft a letter to your Dealers & Customers regarding the opening of a new Branch Office at Mount Road, Chennai, on the 1st of Feb 2005, along with a proper invitation for the same. Draft a letter to your customers regarding the shifting of your office to a more convenient location in the City from 1st of March 2005.

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QUESTIONS & ANSWER POINTS

Module 4.

22. What is an Inter Office Memo (IOM)? How is it different from a normal business letter? Inter Office Memo is a communication within the organization between employees of different departments to have better co-ordination of activities inside the Organization. It does not have any formal salutations or complementary close, and may or may not be signed. Memo begins straight with the subject. It is a communication within the Organization Messages used to be in a friendly tone No salutation or complementary close needed Uses of Memorandum:To provide information To issue instruction To convey a policy decision To offer suggestions To record or report an agreement It acts as a permanent reference in case of necessity.

Form of an Inter-Office Memo 2 Nov 04 To V.K. Kumar G.M. (Marketing) From: K.V. Ramchandran Acceptance of Job order no 234 We can consider accepting the Job order no. 234 for 2000 Pieces of embossed Leather bags only @ Rs. 1000/- (one Thousand) or else we will end up in a loss. Please contact the party to revise the price and let me know. Your response is awaited.

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Sd/-

23. What are Business Quotations? Explain the different points to be considered while submitting a Business Quotation. Points to be noted:Product specifications & Price Validity period for Quotation (30 days) Mode & Terms of Payment (cash, credit, through bank, hundi) Delivery time (with in 15 days on receipt of order) Delivery terms (FOR, FOB, Ex-Factory etc, CIF) Transportation arrangements Taxes & other duties, octroi & other levies

24. What are all the computer applications in Business Communication? Writing and Storing documents Manipulating data Generating Accounting information Processing information as per requirement Computer network (LAN, WAN, Internet) E-mail service & E-Business Connectivity between firms & clients Transfer of funds, Market developments Module 5.

QUESTIONS & ANSWER POINTS 25. What is Listening? How does it differ from Hearing?

Listening is conscious hearing. Listening helps to understand and learn while hearing may not facilitate learning. Learning is a self generated activity while hearing is a psychological process. 26. Explain the barriers to effective listening. Inattentiveness to the situation Distractions (both physical and mental) Ego state of the listener Negative attitude towards the speaker Premature evaluation by the listener Pace of the speech (average listening speed is approximately 400 words per minute)

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Physical disturbances (sound, mike)

27. Discuss the various ways by which we can improve listening skills. Be open and positive to the speaker Concentrate on the topic & the person Do not have premature evaluation Observe the body language of Speaker Keep recalling the main points Have patience while listening Take notes wherever required Ask questions if allowed by speaker

28. Explain the various forms of Non-verbal communications. Body Language, Eye contact, Facial expressions, Postures, Gestures, Mannerisms, Touch, Time, Silence, Space, Clothes & Accessories etc. 29. What is NLP? (Neuro-Linguistic Programming) Neuro (understanding of the brain and its functioning) Linguistic (relates to communication aspects (verbal & non verbal ) of our information processing. Programming (behavioral & thinking patterns of human beings) Combination of perceptions, thinking & behaviour.

Other Questions: List out the important differences among Memos, Circulars & Letters? What are the Limitations of Computerized Communication? Letters are ambassadors of an Organization Elucidate. The more information leads to better productivity in an Organization Do you agree to this statement? Discuss your view with reasons. What are the impacts of Information Technology in Business Communication? What are the threats of communicating through computer network? What is AIDA formula? (Attention, Interest, Desire, Action)

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Discuss the contents of Bio-data, C.V. & Resume. Bio-Data

Identical to resume Contains the history of ones professional and academic career, skills and goals It is a Fact Sheet which can be used for various purposes such as job, introduction. Organizations keep a Bio-data of their employees & update at regular intervals Bio-data often requires the inclusion of a Pass port photo for identification Used for lower category placements where basic working skills are only needed - not professional skills It is a profile which may or may not be for the purpose of application to a position

Curriculum Vitae
C.V. is long & can run to several pages. C.V. is more descriptive Used for applying for Academic teaching or Research positions C.V is a detailed, lengthy and structured listing of education, publications, projects, awards & work history. Common Sections:Contact Information:Name & Address, Phones, E-mail Educational:Academic Qualification, Name of the Institute, degree/diploma type, distinctions, honors, Majors, ranks etc Teaching Experience Accomplishments:-

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Scholarships, fellowships, awards, honors etc Affiliation: Certificates, affiliated fellowships, profess membership Publications:Papers, articles, books Conf participation:Presentations, debates Research interests References:(Available on request)

Resume
Briefed to One page It skims the surface Used in a vide variety of job applications, College admissions etc. Good resumes combine Fact with Fantasy Fact means accurate details written in rational, logical & credible manner Must be professional Fantasy is a representation of you, where you cannot be present; have to work for you Projects complete picture of your personality to sell the you

7 points to note:Full name Objective: - your career goals, reason for applying. Contact information Qualifications Work experience Achievements Signature & Date

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REQUIREMENTS OF A GOOD RESUME Cut the Clutter Should stand out from the lot by customization to the situation and strategic presentation of skills and strengths. Catch the Eye Visually appealing by highlighting important parts. Sell your skills, strengths & success Direct the reader your way Get you the interview

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BUSINESS LETTER WRITING FIRST IMPRESSION IS THE BEST IMPRESSION

Use good quality envelopes that match the quality and size of your letterhead. Never fold your letter more than twice. Void window-envelopes. They can be a nuisance for postmen and embarrassing for the recipient. If you use them, make sure that the full address can be seen easily and nothing else can be seen through the window. Seal envelopes very carefully so that the letter is not stuck to the envelope.

THE TONE SETTERS: Do not write: Date: 2-11-2005 Write 2 November 2005 or November 2, 2005 Always spell out the name of the month. Do not use To at the head of the inside address Dont use Messrs at the head of a companys name unless it consists of male names. Examples: Right: Messrs Jose and Sons Right: Apollo Tyres Ltd Wrong: Messrs Apollo Tyres Ltd. Avoid the attention line if you can. Find out who is going to deal with your letter and address it to him or here by name and designation.

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Salutations: When you know the name of the person you are writing to, the salutation should generally be Dear Mr Dear Ms.. Dear Dr.. Dear Professor
Use Dear Sir, or Dear Madam, only if they are well above

you in age and status. Think of your letters as conversations on paper. Dont be a slave to conventions which take warmth out of letters. Call a person by the name or title that is likely to please them most. Salutation is not a simple formality. It sets the tone of the entire letter. Make your subject line very brief. It should not be a summary of the letter but an indication of what is in it. Use references sparingly. Dont allow them to occupy the prime spot in a letter. Dont label the subject or reference. Labels such as Sub and Ref. insult the readers intelligence.
Do not end your letters routinely with Thanking you It is

a hollow phrase. Yours faithfully matches formal salutations such as Dear Sir and Dear Madam. Yours Sincerely matches less formal salutations such as Dear Mr. Ahmed and Dear Ms Mohan Sincerely or Cordially matches informal, first-name salutations such as Dear Kavitha, & Dear Robert Do not end a formal letter with regards, with warm regards

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Never send out a letter without your signature. Dont let your assistants sign your letter only hour behalf except in cases of extreme urgency. If your signature is not easily legible, have your name typed below it. When a copy of letter is marked to some one, make sure it is neat and legible. If there are enclosures, say so at the bottom of the page.

SECRETS OF SMART LETTERS

Planning is the key to draft smart letters. Ask the following five questions:Why am I writing? Who am I writing to? What should I put in? How would I sequence the ideas? What tone should I use? Jot down the main points and order them logically. Allow just one major idea in each paragraph and the sentences in that paragraph should support that idea. Use short words, short sentences and short paragraphs.

WRITE AS YOU SPEAK

Lively letters read like conversations. They are warmer, and likely to have grater impact on the reader. In a business letter, dont adopt a very formal style. Write as you speak avoiding usual faults. Avoid jargon, pompous words etc and prefer active voice.

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Tickle the Readers ego

When you write realize that the readers have their needs uppermost in their minds. Need for recognition and appreciation is often far more powerful than need for money. Try to exceed reader expectations. A complement or a word of appreciation is sweetest when it is least expected. Money is a powerful motivator, but not half as powerful as appreciation.

The Business of Selling:Make the customer feel that he is getting value for money. No price is high or low and depends on customer judgment. Focus in a sales letter should be on making the customer feel value addition. Promise and performance should match. First rule of writing sales letters is to start with what attracts the customer. Start with the needs of the reader to make him feel that it is in his interest to read and respond positively. Customers are unique and hence draft different letters to suit different customers. Make your sales letters short, simple, crisp easy to read and understand and should take only minimum time to read. A light conversational tone is generally more effective. Present facts in such way that the reader arrives on his own at the decision you want. Dont shoot in the dark. Make sales letters specific to target groups.

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Fire fighting :-(Complaint letters)

When you complain, start on a positive note. It generally cools people down. Try and find an excuse for the readers lapse. Then he wont hunt for them. Ideally, start a letter of complaint with a genuine compliment or word of appreciation for what is good about the product or service. When you receive complaint letters treat it with respect and gratitude. Complaints help you to refine your products or services. The way you handle customer complaints reveals the true character of your company. Fight fire with cold water, not with a bigger fire.

Self on Sale
Do not put into your Curriculum Vitae personal details which are obvious or which are of no interest to the potential employer Never send out photocopies of your CV. Shape the CV to suit the position you seek. Write Home instead of Residence. Residence is used to refer to the houses of Ministers. Official Residences In a CV, highlight what will interest the potential employer: academic achievements if you have a good record but little experience; relevant experience if you have been working for some time. Highlight the quality of your experience by pointing to the innovations you have introduced or profits you have made.

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Always seek peoples permission before citing their names as references. Be assertive. Believe in yourself. Let your application reflect it. Applying for jobs is not begging for jobs. It is selling your knowledge and skills. Market yourself as you market a product or service. Employers like to hire doers, not cry babies.

Inter Office Memos (letters with in the organization)

A letter that goes out of the Organization is like a meal at a Hotel where formalities have to be kept up. A memo is like a home meal which is not elaborate, simple and informal. In IOMs we drop addresses, salutations, complimentary closes, even full signatures. The language tends to be simple and direct as it is within a family. Certain large companies use printed IOM to ensure certain basic information. Memo is the short form of memorandum means to be remembered or noted and are the letters and notes to people within the company All memos should carry the following basic information: To, From, Date, Subject. Memos are used for a variety of purposes such as reporting briefly on an investigation, confirming oral instructions, confirming oral agreements, etc.

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TEN CHECK POSTS FOR A GOOD BUSINESS LETTER

STURCTURE: Is the structure logical? Are the ideas clear

and easy to understand? Is each para built around one main idea? Is the transmission from one point to another point smooth?
ORIENTATION: Is it reader-oriented? Does it take into

account and subtly project the interests and needs of the reader?
LENGTH: Is it longer than a page? If so try to trim it to a

page.
COVERAGE: Is the letter complete? Is all the relevant

information given?
STYLE: Is the style appropriate to the occasion, purpose

and person reading it?

TONE: Is the tone polite, warm and friendly or is it

unconcerned?
LANGUAGE: Does the language of your letter follow the

usual rules of grammar, vocabulary, and punctuation? Is it easy to understand?

LOOKS: Does it look attractive? Is the stationery decent? Is

the typing well in order and the format pleasing to the eye?
CREATIVITY: Does the letter reflect a thinking mind? Or

is the text full of worn-out phrases?

EFFECTIVENESS: Is it persuasive? Is it the kind of letter

you would like to receive?

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