TECHNICAL WRITING

ORGANIZED BY

CIVIL SERVICE COMMISSION, REGION 7

March 14 15, 2017

CSC Regional Office, Region 7

Cebu City

TRAINOR:
LELANI ECHAVES-PAREDES, Ph.D.

Handouts designed by PARCHA Consultancy/ L.E.Paredes, PhD Page 1 of 19

 WRITING TIPS: THE 7 CS

CONCISENESS

Eliminate wordy expressions.

Include only related ideas.

Avoid unnecessary repetition.

CLARITY

Stay focused on the main topic.

Choose short, familiar, conversational words.

Hit the readability goal.
Include examples, illustrations and other visual aids.

CONCRETENESS

Use specific facts and figures.

Use action verbs.
Choose vivid, image-building words.

COURTESY

Avoid discriminatory/judgmental language.

Be sincerely tactful, thoughtful and appreciative.
Omit expressions that irritate, hurt or belittle.
Grant and/or apologize good-naturedly.

CORRECTNESS

Use the right level of language.

Include only accurate facts, words and figures.

Check against rules on writing mechanics.
Apply all of the other Cs.

COMPLETENESS

Answer all questions asked.

Check against the 5 + 1 Formula.

Give something extra, when needed.

CONSIDERATION

Be customer-friendly.

Emphasize the positive, pleasant facts; shift focus from cant to can.

Focus on You, instead of I and We; what is in it for the customer.

Exercise integrity and ethics.

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Handouts designed by PARCHA Consultancy/ L.E.Paredes, PhD Page 3 of 19
POWERFUL WRITING:
ITS CHARACTERISTICS

EASY ON THE EYE

CLEAR MESSAGE

MECHANICALLY PERFECT

EMOTIONALLY POSITIVE

MODERN

TIMED RIGHT

READER-FRIENDLY

PROFESSIONAL AND
NATURAL

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 7 Cs OF POWERFUL WRITING
CONCISENESS

CLARITY

CONCRETENESS

COURTESY

COMPLETENESS

CONSIDERATION

CORRECTNESS

CONCISENESS - KEEP IT SHORT AND SIMPLE (KISS)

Eliminate wordy expressions.
Include only related ideas.
Avoid unnecessary repetition.

Wordy Concise

Lengthy

attached herewith heres

at this point in time now
due to the fact that because, since
for the purpose of for, to
give consideration to consider, listen
in a timely manner on time, soon, promptly

Stiff

aforementioned the, these, that

consequently so
heretofore until now
notwithstanding in spite of, despite
pursuant following

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Repetitious

until such time as until

in conjunction with with
end results results
subject matter subject or matter
facts and figures data

FLESCH READABILITY EASE GUIDE

READABILITY MAXIMUM NUMBER

OF WORDS
Very Easy 8
Easy 11
Fairly Easy 14
Standard 17
Fairly Difficult 18 - 24
Difficult 25 - 29
Very Difficult Over 29

CLARITY

Stay focused on the main topic.

Choose short, familiar, conversational words.
Hit the readability goal.
Include examples, illustrations and other visual aids.

EXAMPLE:

Please review the following memo for CONCISENESS AND CLARITY

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16 August 2010

TO : ALL DEPARTMENT MANAGERS

FROM : MANAGER, CORPORATE PLANNING

RE : SOLICITATION FOR COMMENTS ON PROJECT SUPERVISION

Project supervision ranked on the corporate charts as the years hottest issue, and still is.

How to strengthen the supervision of projects and corollarily, how to effectively

manage the contractors are persistent issues that crop up from one meeting to another.

Just how soon shall we resolve these issues and how we shall resolve these
require substantial corporate and managerial commitment.

In an effort to hasten and facilitate the process of resolution, the Corporate Planning
Department is proposing for the holding of a series of workshops packaged in the program
Strengthening the Project Supervision.

A copy of the program is herewith attached. We would thus like to hear from your end
whether:

1. You find the program relevant;

2. Agree with the objectives;
3. You will commit with us to go all the way to complete it.

Should your answer be affirmative, please let us know of your suggestions on:

a. How to improve the program/process

b. Additional objectives
c. Additional workshops/or deletion of some as proposed
d. Additional participants
e. Your wish for more involvements/participations and areas for involvement

The copy provided to you has ample space for your marginal notes. Kindly send us your
feedback, preferably in the form of marginal notes not later than Wednesday, this week.

CONCRETENESS

Use specific facts and figures.

Use action verbs.
Choose vivid, image-building words.

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For written communication to be powerful, use concrete, exact, image- building words
whenever possible.

Example A: This computer reproduces campaign letters fast.

Better : This computer types 1,000 personalized 150-word campaign
letters in one hour.

Example B: She is usually the one who gets things started in the organization.
Better : Jean Rosales is the spark plug of the organization.

Example C: The duty of a stenographer is to check all incoming mail and

to record it. In addition, it is his or her responsibility to keep
the assignment book up to date.

Better : A stenographer checks and records all incoming mail and

keeps the assignment book up to date.

COURTESY
Avoid discriminatory/judgmental language.
Be sincerely tactful, thoughtful and appreciative.
Omit expressions that irritate, hurt or belittle.
Grant and/or apologize good-naturedly.

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 The sales manager of Right Fit Hanger, Inc. recently wrote to three television stations,
asking if they wanted to handle her product on a commission basis. She had heard that some
stations occasionally used their open time in this manner.

Which of the three replies is best?

Reply A

I dont know where you got your information as stated in the opening
sentence of your letter, I have been informed that your station
promotes items on a commission basis, and we dont appreciate it. If
you want to do business with us, buy; if you dont, dont write us.

Reply B

Your information must have been somewhat misleading inasmuch as

NUTZ has never promoted items on a commission basis.

We would be delighted to handle the Right Fit hanger, and I

personally think it is an item of great demand.

Enclosed is our rate card so that you can choose the time, frequency,
and length of message that will promote your product as you wish it.
As soon as your reply to these points reaches us, we will be glad to put
all our resources at your disposal.

Reply C

This will acknowledge your recent letter of offering your all-plastic

clothes hanger on a commission basis.

I am quite sure that you did not run your advertisement in the Sunday
newspaper supplement on a commission basis. By the same token, we will not
accept business on a percentage or per inquiry basis.

For your information, I am attaching our rate card.

Courtesy also means avoiding sexist language. Therefore:

Not Rather

businessman ......................................... business persons

chairman......................................... chairperson, chair
salesman......................................... sales representative
foreman......................................... supervisor, team leader
manpower ............................................ work force, personnel, workers
mailman......................................... letter carrier
old maids......................................... maiden ladies
black......................................... African American
mankind......................................... humanity, human race, people
best man for the job................................. best person, best employee

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 REVIEW THE FOLLOWING WORDS FOR COURTESY THROUGH NON-SEXIST LANGUAGE

Substitute each word below with acceptable nonsexist terms:

bellboy __________________________________
craftsman __________________________________
layman __________________________________
workman __________________________________
delivery boy __________________________________
checkroom girl __________________________________
roomboy __________________________________

CORRECTNESS
Use the right level of language.
Include only accurate facts, words and figures.
Check against rules on writing mechanics.
Apply all the other Cs.

CORRECTNESS IN CAPITALIZATION

Capitalize the following:

Names of persons : Josephine

places : Carcar, Cebu
commercial products : Olay
organizations : Philippine Red Cross
companies : Philippine Commercial International Bank
government bodies : National Bureau of Investigation
historical events : RP-US Friendship Day
historical documents : The 1986 Philippine Constitution
days of the week : Sunday
months of the year : January
holidays : Labor Day
proper adjectives : Italian visitor
substitutions : Queen City of the South
shortened forms : House (of Representatives)
titles of publications : Sun*Star Daily
personal/official titles before a name : Princess Diana
titles after a name (in envelope and
inside address) : Diana, Princess of Wales
elsewhere, only for govt. officials : Barack Obama, U.S. President
hyphenated titles : Mayor-elect Michael Rama
specific school subject : Finance I

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CORRECTNESS IN PREPOSITIONS

Agree with somebody. (He agreed with the other team members.)
to something. (He agreed to the committees proposal.)

Angry with somebody. (Are you angry with me or with the other girls?)
at something. (I get so angry at my work when I make an error.)

In regard to Never in regards to

With regard to All correct. Never with regards to
As regards. Never as regards to

Retroactive to. (Is the order retroactive to January 1?)

Different from. (Your ideas about proper dressing are very different
from mine.)
Plan to. (You should plan to join some of the office activities.)
Identical with. (Bobs problem is identical with mine.)
Similar to. (The conditions today are similar to last year at about this month.)
In compliance with. (We need to implement some difficult decisions
in compliance with company policies.)
Conform to. (Whether we like it or not, we conform to societys
rules on proper conduct and behavior.)
In conformity with/to. (When we live in conformity with societys codes,
we are judged as law-abiding.)
(When we live in conformity to societys codes,
we are judged as law-abiding.)
Part from somebody. (Alice parted from Bill at the bus stop.)
with something. (Susan hates to part with her stationery.)
Discrepancy in one thing. (Did you note any discrepancy in the report?)
between two. (The chairman himself discovered the discrepancies
between Julios and Nenens reports.)
among 3 or more. (When citizens discover discrepancies among the
reports of government agencies, they worry.)

Types of Business Communications

A. According to Purpose

Informational
Analytical

B. According to Format

Memo (for internal)

Letter (external)

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 C. According to Content and Organization

Justification * Investigation
Progress * Resolutions
Proposal * Legal Pleadings
Minutes * Ordinances
Sales/Marketing * Annual Reports
Diplomatic Notes * Inventions
Encyclicals * Executive Summaries
Scientific Observations * Religious Archives

D. According to Formality or Style

Formal
Informal

MEMOS

OFFICE LOGO
Room Number, Name of Building Telephone Number/s
Name of City, Zip Code Number Fax Number

INTEROFFICE MEMORANDUM HR 2013 - 18

JULY 11, 2013

TO/FOR :
FROM :
CC :

RE :

Background:

Present Situation:

Recommendation (and Justification):

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MINUTES DOCUMENTATION

MINUTES OF THE FIFTH DEPARTMENTAL MEETING

Hotel Galeria, Davao City; April 4- 5, 2013

I. Attendance:

II. The meeting started at 8:30 a.m. with J. Hallmark as presiding officer.

III. Action on minutes of previous meeting.

Matters arising from the minutes IV.

A. Matter 1

Action: Carried / Disapproved / Shelved

B. Matter 2

Action: Carried / Disapproved / Shelved

V. Agenda Proper:

A. Agendum 1
1. Highlights
2. Action

B. Agendum 2
1. Highlights
2. Action

VI. Other Matters

A. Item 1
B. Item 2

VII. Next meeting date

VIII. Adjournment and time

Recorded:

Secretary

Attested:

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Example of Policy Template
Document
Number
Effectivity
Date
TITLE OF POLICY Revision Date
Revision
AND PROCEDURE Number
Page Number
Approval/s:

1. PURPOSE:

(Describes objective/s for writing a policy or procedures)

2. SCOPE AND LIMITATION:

Identifies the users of the document.

3. DEFINITION OF TERMS:

Defines abbreviations, acronyms, forms, words frequently used and personnel

responsible for implementing the policy and procedure.

4. RELATED DOCUMENTS (if any):

5. PROCEDURE:

Defines and outlines the rules, methods, timing, place and personnel involved

6. RESPONSIBILITIES:

Summarizes all the roles and responsibilities of the persons involved in the
implementation of the procedure.

7. ATTACHMENTS (if any)

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(From FemaleNetwork.com)

E-mail Etiquette: Eight tips for writing better e-mails

By Liana Smith-Bautista

On Content

Write out your sentences. Text speak, or TXTSPK, evolved for SMS messaging, a technology
in which space is a premium and longer messages cost more money. Dont make the mistake
of treating e-mail like you do your text messages. Spell out your words and flesh out your
sentences. If you need to use abbreviations, stick to common ones like BTW, OMG, and
LOL, and make sure to use these sparingly and in casual e-mails only. Text or L33T speak not
only makes you look less competent and professional, but will give your recipients a harder time
understanding your message.

Reply in the same language. When replying, use the same language as the person who e-
mailed you. This provides less opportunity for misunderstanding, and its the polite thing to do,
as it is in face-to-face conversation. Also reply in the same tone as the e-mail originally sent to
you. If the original message is casual, then your reply should be casual, but if the language is
formal and businesslike, yours should be the same.

Keep it simple, but be thorough. Dont send your recipients a novel to read through. Because
e-mail is a quick and convenient medium, message contents should be brief. For multiple points
or items, use bullets. Dont beat around the bush. Dont beat a topic to death. Always be sure
your recipient understands what you want of him or her, but dont leave any vital information out.
Use the three Cs of writing e-mails and other business communication: be clear, concise,
and complete.

When replying, quote but dont overquote. It can be hard to figure out what part of an e-mail
you are referring to when you reply; this is especially difficult in long e-mail threads with a lot of
back-and-forth sending and multiple recipients. To make it easier for your recipients, quote the
relevant parts of the e-mail you are replying to, and make sure your comments correspond to
the quoted sections. Never simply quote the whole e-mail in your reply, then tack your
comments to the bottom.

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EXAMPLE OF AN INVESTIGATION REPORT

TO : Armando Buenaventura
FROM : Delfin Fernandez
DATE : October 17, 2012

SUBJECT : Investigation of the Word Processing Center

Purpose

Upon your request last August 16, I submit this report on the investigation of the word
processing center. More particularly, the primary objectives were to know:

1. Why costs increased;

2. Why production rates decreased; and
3. Why its personnel complain of job dissatisfaction.

Discussion of Facts

1. On increased costs:

a. Increase in cost of supplies by 32 per cent in the last two years.

b. Cost of equipment maintenance because of rising costs and more equipment
breakdown. A two-year old automatic typewriter broke down more often than any of
the older ones.
c. Increase in employee salaries, adding to the centers operation costs.

2. On decreased production costs:

a. More managers in the center are preparing more technical and statistical information.
Frequent changes in the material caused frequent re-encoding or retyping.
b. The center has had new personnel. Production rate expectedly went below optimum.
c. There is low morale in the center, resulting in redoing of work.

3. On personnels dissatisfaction with jobs:

a. Many stated their job has become routinary and monotonous.

b. Some stated they did not know the staff for whom they typed the reports, and so
were not concerned enough about quality of work.
c. Some stated that the secretaries in other areas take longer breaks and socialize more.

Conclusions and Recommendations

1. Definite problems exist within the word processing center. Some of these can be easily
solved, while others are quite complex. We could attend to the former. But the magnitude
of the job, and the expertise required in the latter problem, require assistance from
outside consultants.

2. Because the center is valuable to our company, its structure should be modified soonest.

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SAMPLE - LETTER OF INQUIRY
Planner

* What I want
* The reason for my inquiry/request
* How the reader of the letter can help
* Additional information which can make my request clear and
easier to satisfy

Letter

Gentlemen:

Engaged in short-distance moving of many small businesses, our company has used many
types of packing tape. Presently, we are trying to determine the best tape for our work with
plastic barrels.

We recently came across a small sample of your tape. It seemed to fit the description of what
we need for our work. To determine its suitability, we need a full product information on your
line of tapes May we have some samples which you feel would be useful in our application?

Thank you for your prompt cooperation in this matter.

SAMPLE - LETTER OF RESPONSE TO INQUIRY

Planner

* Can I fulfill the inquiry or request?

* Why or why not?
* Information or materials requested (if enclosed separately, be sure to say so)
* Alternate or additional sources of information useful to the reader
* Other suggestions which may help the reader

Letter A (Favorable Response)

Gentlemen:

Thank you for your letter of August 5.

I am pleased to send you complete information on the tapes we manufacture, and

samples of those tapes best suited to plastic barrels. Also, I have enclosed our
special pamphlet on tapes for special applications. Please see pages 37 to 40,
Packing the New Plastics, which includes helpful information on working with some
of the newest packing materials and the latest advances in tapes for those
applications.

You will receive the samples of our tapes by separate express mailing. I hope we
can work together to meet your needs and expectations.

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Letter B (for Regrets)

Dear Ms. Trinidad:

I just received your letter of August 1. Thank you for writing us about your interest
in our work.

Presently, however, our company is not engaged in any new developmental work on
electric motors. Our specialty, gas turbine engines, is the bulk of our research
efforts. Thus, I cannot furnish any information about electric motors which you might
find helpful.

You might want to contact Continental Motors research department. Their work
seems closer to the topic you are researching.

Thank you for your inquiry. Good luck with your research.

WORKSHOP - WRITING LETTERS

Using the planner, write out the letter specified.

ORDER LETTER

Planner

* Items I wish to order

* Manner of paying for these items
* Address for delivery of goods
* Manner of shipping the goods
* Shipment will be paid by _______.

REQUEST FOR PAYMENT

Planner

* Information on account due for the following good/s

* Payment is required in the following manner by the following date:
* Possible arrangements for payment in an alternate manner
(such as installments)
* Possible difficulties arising if payment is not sent

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ACKNOWLEDGING ERRORS

Planner

* Acknowledgment of customers communication

* The action my firm is taking on the matter
* The information I need to complete action
* Other ways my firm can be of service to customer

CHECKING REFERENCES

Planner

* The person I need information on is ______

* He/She is applying for ________
* The duties or requirements involved are __________
* Justification for contacting the addressee
* Specific information I need about the applicant

WRITING TIPS: A RECAP

CONCISENESS

Eliminate wordy expressions.

Include only related ideas.
Avoid unnecessary repetition.

CLARITY

Stay focused on the main topic.

Choose short, familiar, conversational words.
Hit the readability goal.
Include examples, illustrations and other visual aids.

CONCRETENESS

Use specific facts and figures.

Use action verbs.
Choose vivid, image-building words.

CORRECTNESS

Use the right level of language.

Include only accurate facts, words and figures.
Check against rules on writing mechanics.
Apply all of the other Cs.

Handouts designed by PARCHA Consultancy/ L.E.Paredes, PhD Page 19 of 19