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ASSIGNMENT 2– LEARNING GUIDE – SITXADM003A – WRITE BUSINESS DOCUMENTS4231EBL – ADVANCED TEACHING STRATEGIES

COURSE CONVENOR: DR. IAN JAMES

SUBMITTED BY: DAVID MARTIN

STUDENT #2636349

[email protected]

DATE SUBMITTED: 22 MAY 2009

Assignment 2 – Learning Guide – SITXADM003A – Write Business Documents

WELCOME TO THE LEARNING GUIDEThis learning guide will assist you in obtaining the knowledge and skills necessary to be competent in the areas of the unit, SITXADM003A, Write Business Documents. It is a unit that will cover technical aspects of several types of common business documents.

The learning guide is broken into several modules or sessions. There is an introductory session, which should be worked through first. After that the sessions can be approached individually and in any order, if you have a specific need or document type that you are involved in. It is expected that most students will complete each session in two hours.

This course can be completed in different ways. This learning guide and the learning workbook can be used to progress through the course. There is a CD version that provides an integrated learning guide and workbook which and links to all the resources. Some resources require internet access. This course can also be accessed using an online learning system, which requires enrolment in the course, a student number and password. If you have technical difficulties with the online learning system or CD it will be possible to use the learning guide and workbook to complete the course.

Each session will outline the objectives and assessable items, followed by content on the topic. Workbook Activities can be found in each session. They are numbered by session and activity number.

Each session will normally have an Assessment. There are a total of three assessment items which are broken into smaller components.

INSERT THE CD NOW!!The primary method of using this course would be via the online learning platform or using the Resource CD. Insert the CD that has been supplied into your computer. It will need to have the following software installed:

Adobe Reader 5 or higher

Macromedia Flash Player 7 or higher

Internet Explorer 6 or higher is recommended

The CD should start automatically. If it does not, in Windows XP do the following:

1. Click on Start

2. Click on My Computer

3. Find the CD-Drive in the list of drives and folders and double click

4. Find the main.html file and double click on it

David Martin4231EBL – Advanced Teaching Strategies

Student #2636349 Page 2


To access the electronic version of the learning guide and workbook click on E-Learning Sample on the left hand navigation menu. You can then use the Next>> link at the bottom of each page to progress through the material.

UNIT DESCRIPTION Successful completion in this unit requires the performance outcomes, skills and knowledge required to prepare and produce a range of business documents expressing complex ideas and requiring varying and complex formats, e.g. formal reports. It involves complex administrative functions of the tourism and hospitality industries and applies to the full range of industry sectors and environments. The business documents prepared in this unit are complex in nature and their preparation would require significant research. These documents would include such things as formal reports, tender submissions, complex letters, and business and operational plans. These types of documents require formal presentation and clear expression of complex concepts.1

PERFORMANCE CRITERIAIn consultation with relevant others, clearly define the business document requirements, including purpose, audience, format, style, content and scope.

Obtain specialist assistance where appropriate and within budget parameters.

Conduct research according to the requirements of the document, using formal and informal data collection methods as appropriate.

Analyse and assess data for relevance prior to incorporation into document, identifying key issues.

Develop documents using a suitable format, structure and style according to document purpose and organisation requirements.

Select and use appropriate technology and software to suit the requirements.

Use a range of document presentation and graphic techniques to enhance impact and effectiveness of the information presented.

Use language and style appropriate to the document and intended audience, ensuring clarity of information and ease of reading.

Make recommendations for action where appropriate.

Review and check the document prior to finalisation to ensure it is accurate in content, free from spelling and typing errors, and meets all requirements.

Adjust where necessary, and seek advice or comment from relevant others where appropriate.

1 Source: http://www.ntis.gov.au/Default.aspx?/trainingpackage/SIT07/unit/SITXADM003A



http://www.ntis.gov.au/Default.aspx?/trainingpackage/SIT07/unit/SITXADM003A


Publish the document in a format and style appropriate to the intended audience and purpose, and according to organisation guidelines.

Present and circulate document for comment as required.

Respond to any feedback and comments received, and adjust document where required.

Submit document to relevant persons as appropriate.

Maintain and file copies of all documents within a secure and ordered system and according to organisation practices.




CONTENTS

WELCOME TO THE LEARNING GUIDE 2

INSERT THE CD NOW!! 2

UNIT DESCRIPTION 3

PERFORMANCE CRITERIA 3

STUDY GUIDE 7

ASSESSMENT 9

SESSION 1. GETTING STARTED 10

Objectives 10

Writing Business Documents 11

Basic Windows and file Operations 12

Assessment 1.1 12

Determining Document Requirements 13

Assessment 1.2 14

Types of Business Documents 14

microsoft Word Templates 16

Assessment 1.3 16

SESSION 2: CONDUCTING RESEARCH 17

Objectives 17

Needs and Objectives 18

Primary Research 19




Referencing Sources 20

Conclusions 20

Communicating Results 21

Assessment 1.4 – Research and Referencing 21

SESSION 3: LETTERS AND MEMOS 22

Objectives 22

Business letters 22

Assessment 1.5 – Business Letters 24

Memos 24

Assessment 1.6 – Create Memos 26

SESSION 4: POLICIES AND PROCEDURES 26

SESSION 5: PROPOSAL DRAFTS 26

SESSION 6: PROPOSAL SUBMISSION 26

SESSION 7: TENDERS 26

SESSION 8: FOLLOW UP DOCUMENTS 26

SESSION 9: REPORTS 26

SESSION 10: PORTFOLIO DRAFT 26

SESSION 11: PORTFOLIO DUE 26

SESSION 12: RESUBMISSION OF ASSESSMENT 26

SESSION 13: ALL ASSESSMENT DUE 27

List of References 28




STUDY GUIDEThe study guide below shows the date and time of scheduled leaning sessions, the number of sessions and a brief description of the topic that will be covered in each.

The specified session times are when a face to face class is available on campus. The teacher will also be available through the online learning system for real time chat, questions and assessment marking.

Session No / Date and Time

Duration Unit Covered Description of Session

1.March 25

20093:15 –

5:15pm

2 hours SITXADM003A

Getting Started with Business Documents

File Management techniquesACTIVITY: File Management

Determining document requirementsACTIVITY: Document requirements

Types of documentsACTIVITY: Word templates

2.April 12009

3:15 – 5:15pm

2 hours SITXADM003A

Conducting Research

Needs and objectivesPrimary ResearchSecondary ResearchReferencing

ACTIVITY: Research3.

April 82009

3:15 – 5:15pm

2 hours SITXADM003A

Preparing Business Documents

Preparing documentsWriting business lettersACTIVITY: Business letters

Writing memosACTIVITY: Memos

4.April 22

20093:15 –

5:15pm

2 hours SITXADM003A

Policies and Procedures

Policies and ProceduresACTIVITY: Policies and Procedures

5.April 29

20093:15 –

5:15pm

2 hours SITXADM003A

Proposals

Writing ProposalsWord formatting and stylesACTIVITY: Word formatting and stylesACTIVITY: Proposal Drafts




6.May 62009

3:15 – 5:15pm

2 hours SITXADM003A

Proposals

ProofreadingWord error checkingACTIVITY: Word error checksACTIVITY: Proposal Review

7.May 132009

3:15 – 5:15pm

2 hours SITXADM003A

Reports

Writing and responding to tendersWord tabs and tablesACTIVITY: Word tabs and tablesACTIVITY: Tenders

8.May 202009

3:15 – 5:15pm

2 hours SITXADM003A

ReportsWriting different types of reportsWord Outline view, master and sub documentsReport on portfolio documentsACTIVITY: Word master documentsACTIVITY: Report outline

9.May 272009

3:15 – 5:15pm

2 hours SITXADM003A

Follow up Documents

Using feedback to modify documentsGiving feedbackACTIVITY: Modifying documentsACTIVITY: Giving feedback

10.June 3 2009

3:15 – 5:15pm

2 hours SITXADM003A

Portfolio

Report on portfolio documentsACTIVITY: Report draft

11.June 10

20093:15 –

5:15pm

2 hours SITXADM003A

Portfolio – Draft Copy Due

Complete reportReflective writingAssemble, review and print portfolio

12.June 17

20093:15 –

5:15pm

2 hours SITXADM003A

Final submission of portfolio and activities

Burn all files and folders onto the class CDREnd of unit survey

13.June 24

20093:15 –

5:15pm

2 hours SITXADM003A

Resubmission of outstanding assessment




ASSESSMENTTo prove competency in this unit the following assessment must be satisfactorily completed.

Item Assessment Task Details Due Date / Session No.

1ACTIVITIES

Completion of tasks found on my.tafe using the online learning system and Microsoft Word. All data to be saved to H:\drive\My Documents\computing folder with the creation of sub-folders showing effective organisation of work files.

Where possible the files are to be uploaded using the online learning system. If this is unavailable email or postal options can be discussed with the teacher or administration staff.

An electronic copy of all work (portfolio and activities) should be submitted using a CDR. This can be submitted in person to your teacher or via post.

At the end of each week

2PORTFOLI

O

Complete a portfolio of documents and submit a printed copy using an assignment cover sheet in person to the faculty assignment box, administration staff, via post or fax.

An electronic copy of all work (portfolio and activities) should be submitted using a CDR. This can be submitted in person to your teacher or via post.

Week 12 /

Resubmit Week 13 if required

MARKING CRITERIA SHEETS

The Learning Workbook contains copies of the marking criteria sheets in Appendix A that will be used as part of the assessment for this competency.




SESSION 1. GETTING STARTED

OBJECTIVES

This session will introduce basic document and file management concepts. You will:

Create folders to store documents Use a checklist to determine document requirements Create 5 documents using templates

Unit of competency criteria that will be assessed are:

Identify the purpose, audience, format, style, content and scope of a range of business documents

Maintain and filing copies of all documents within a secure and ordered system and according to organisation practices

Select and use appropriate technology and software to suit the requirements

Review and check documents prior to finalisation to ensure accuracy in content, free from

spelling and typing errors, and meets all requirements




WRITING BUSINESS DOCUMENTS

There are many situations in which you will need to write business documents within your study and when working in the Tourism industry.

The assessment for this task is a collection of mock business documents. Here are some of the subjects you may be required to write about.

Requesting a change to an internal policy so that your organisation improves the safety of a particular work practice

Responding to a customer complaint

Responding to a complaint by a supplier to your company

Raising an issue about the service your company has received from one of its suppliers

Requesting payment from an overdue customer

Asking your organisation to change its leave entitlements

Reporting to a financier on the current financial performance of your company

Requesting permission from a government department to conduct a special activity

Reporting the performance of your sector to the head of your organisation

Whether to increase the number of people allowed to visit a particular island at any one time. The particular island is of your choice. A recommended place to look is off the east coast of Australia.

Producing a business document can be broken down into four activities. In developing your business documents it is best to follow this development sequence. These activities are:



Determine Document Requirements

Conduct Research

Prepare the document


In completing the assessment tasks for this competency you will need to develop an electronic folder of business documents that will become your portfolio. A portfolio is used to show improvement over time and/or exemplary pieces of work.

Remember to save your work regularly and to follow a regular routine of backing up your data. Do not use removable storage as your only place to store documents. USB drives are easily lost and portable hard drives can fail, ensure you have copies of all of your work on your network or home drive as well.

WORKBOOK ACTIVITY 1.1 – FORUM/SELF REFLECTION

Use the workbook activity to reflect and comment on your own experiences with business documents.

BASIC WINDOWS AND FILE OPERATIONS

You need to be able to use meaningful file names and rename, delete, copy and move files. You should also be able to make sub folders to effectively organise your work. Working files and exercise files should be copied or backed up on a regular basis. You should always have at least two copies of current files; one on the network and the other on usb storage, disk or CD. This extends to the workplace; regular backups of important financial and operational data need to be performed.

Security is important. Networks and critical files should be protected with passwords. Data should be printed and stored according to organisational requirements. Organisations should have instructions and procedure manuals for this located in an easily accessible place.

Microsoft has dominance in the workplace with its operating system, Windows XP, still the most common way of using a computer. There are many resources and tutorials on using Windows, including help that is stored on the computer.

WORKBOOK ACTIVITY 1.2 – WINDOWS OPERATIONS

Complete the interactive tutorials on basic windows and file operations found in the workbook.



1. Follow up Document


WORKBOOK ACTIVITY 1.3 – SELF ASSESSMENT

Complete the self-assessment on basic windows and file operations found in the workbook.

ASSESSMENT 1.1

Complete the assessment on basic windows and file operations found in the workbook.




DETERMINING DOCUMENT REQUIREMENTS

In planning a business document, you need to:

Define the document's purpose Determine the issues for your Business Document

Ensure that you write the document within budget

DEFINE THE DOCUMENT'S PURPOSE

You may be required to write a business document in order to:

Help the reader solve a problem that they have Answer a question that effects your readership's decision making

Make a proposal

Clearly specifying the purpose of your document makes it easier to select the correct format, content and tone.

Having defined the document's purpose, you can determine any issues involved.

DETERMINING THE ISSUES FOR YOUR BUSINESS DOCUMENT

A recommended process to abide by before you write a business document is to:

Consider the issues involved Write an outline of the issues involved

Analyse your assumptions regarding each issue

Investigate the accuracy of each assumption

This process will help you to determine the issues you need to explore and, subsequently, to align what you plan to cover with what you are required to cover.

WRITING A BUSINESS DOCUMENT WITHIN A BUDGET




Researching and writing a business document takes time and may take money. Before you begin work it is important that you identify the budget available to you and work within it.




WORKBOOK ACTIVITY 1.4

Complete the learning federation activity to learn about audience and style considerations when determining document requirements.

ASSESSMENT 1.2

Save, complete and submit the document requirements activity.

TYPES OF BUSINESS DOCUMENTS

There is a great variety of business documents including:

Business letters Memos

Reports

Technical documents

Policies and Procedures

Persuasive letters

Proposals

Below is a summary of these types of documents. Each will be covered in greater detail as you progress through the sessions.

BUSINESS LETTERS

Business letters are used to stimulate the required emotional response from the reader.

You may need to write a business letter for any of the following purposes:




Networking Responding

Directing

Requesting




MEMOS

A memo, or memorandum, is the standard format for an organisation's internal communications. Internal communication means that the memo goes only to the organisation's own staff.

A memo is a concise document that conveys essential information. Many people will recognise the headings as those of an email.

REPORTS

Reports use a formal layout and style to provide a professional presentation on a topic. In the tourism industry reports could be used to:

Gather and distribute objective information to a group of people within and outside an organisation

Lend weight to a particular project or purchase

Inform people on an existing project's progress

Provide regular updates on the sales, staff or change in the organisation

TECHNICAL DOCUMENTS

Technical writing is appropriate when dealing with empirical information. This is information that uses facts and figures, is usually measurable and may be very complex.

In the tourism industry technical documents could cover itineraries, invoices, quotes and financial reports.

POLICIES AND PROCEDURES

A policy is a written description of an organisation's stance on particular subjects and its response to specific situations. Policies guide managerial decision making when these situations are encountered and should help the company achieve its objectives.




Procedures can be a much more detailed version of policy, but also provide instructions on tasks within the organisation. This could include start and end of day procedures, how to record and perform travellers cheque transactions, correct filing of clients information.

PROPOSALS

A proposal is a formal document which outlines a recommended course of action. For example, in order to secure the resources you require for a project, you need to submit a proposal to the relevant manager clearly documenting what you intend to do, how you intend to do it, the benefits and risks to the organisation and the resources you require.

WORKBOOK ACTIVITY 1.5 – FORUM / SELF – REFLECTION

Use the workbook activity to reflect on this topic.

MICROSOFT WORD TEMPLATES

Microsoft word offers many templates that can be used for some common business documents. A template is a pre-made document that contains reusable information. A template will often contain headings, sections or labels that are important and necessary in that type of document.

Microsoft Word store many templates on your computer. If the document you are looking for is not there, it is also possible to search the Microsoft website for extra templates. You can even submit your own designs to share with the rest of the world.


Use the workbook activity to find templates on your computer and on the internet.

ASSESSMENT 1.3

Use the workbook instructions to create, modify and save your own templates.




SESSION 2: CONDUCTING RESEARCH

OBJECTIVES

In this session you will:

Create folders to store documents Use a checklist to determine document requirements Create 5 documents using templates







When writing business documents you may need to research certain aspects of your subject. This may be done by consulting people that know information about your subject or by reading texts and documents. Although this takes time ultimately researching your subject will help improve the accuracy and validity of your business document.

Research is also a skill used when using business software, allowing you to identify and research procedures or routines that become computer skills. This could be consulting with another person or using in-program and online help, discussion forums.




NEEDS AND OBJECTIVES

The first step in conducting effective research is to identify the problem and define the scope of the project. In some cases you may be given this information clearly, or you may have to narrow down a broad problem into something specific.

Research is conducted to for many different reasons, some examples are:

To know more about the tourism industry or your distribution network To evaluate the success of marketing initiatives or explain declining profits

To determine the potential for a new service or product

To determine customer satisfaction

These needs can be broadly grouped into three categories:

Market investigation – Is it viable to introduce a new product or service? Will it be popular, is there a gap in the existing market, who are the likely customers.

Business development – Can procedures or policies be improved, and example could be that our booking procedures are unreliable and cumbersome, how can we improve them?

Knowledge development – Are there statistics, reviews or other research that indicates what the industry foresee as the growth areas for the year ahead?

Two important considerations in determining the needs and objectives of a research project are

Audience

Knowing who will be using the information that you are researching and how will they use it may form the basis of your selection of research tools and techniques. You need to make sure that the information you collect and the format you use is suitable for their purposes. If statistics are needed to justify a proposal, in depth opinions of customers may not be appropriate.

Time, Cost and Resources

Although it would be nice to know everything about the tourism industry, you need to focus your research on the information you need to make an informed decision. The more focused you are about what you want to gain from your research, the more effective and efficient you can be. You will take less time and ultimately the research will cost you less.

It becomes a trade-off against the breadth and depth of information gathered. When covering a broad topic only limited details can be gathers, while a narrow topic allows more details to be researched.

Businesses do not have unlimited time, resources and money. Therefore your research will also have these restrictions to consider when preparing for and conducting research.




PRIMARY RESEARCH

Primary research involves obtaining information direct from the source. For example asking customers if they are happy with the services they are receiving. Primary data is also referred to as field data.

Several different methodologies that can be classed as either descriptive or causal (note: causal not casual) are used to conduct primary research.




Methodology Details

Descriptive Questionnaires and Surveys Interviews with the subject, either in

a face-to-face, phone or self-administered environment.

Focus groups, Case and Pilot studies

A comprehensive description and analysis of one or a few situations with a number of participants at one time.

Observations Observation involves collecting behavioural data by human, mechanical, electrical or electronic means.

Causal Experiment Involves questioning or observing two separate groups with similar characteristics that differ by the factor being tested. For example, questioning subjects and comparing the results of a group who have seen advertising material for a product with those that have not.

Simulation Refers to simulating a situation and testing the responses from the subjects. Simulation is often used as a follow-up to a previous survey or questionnaire.


Use the learning federation resource to explore primary research.

REFERENCING SOURCES

Documenting Your Work Using Referencing and Bibliographies

The Harvard Method is the most widely accepted method for referencing. This is especially true if further study at University is intended. It is one of the more concise and easier ways of organising citations, also known on the author, date method.

What is Referencing?

Is the process of acknowledging those writers whose works have provided ideas, insights, interpretations and even factual matter that is relevant to your assignment or paper.

When is Referencing Necessary?

Any work that is not your own needs to be referenced. This means information that was not known before it was read.

This also includes:

Direct quotes. Paraphrased or summarised comments.

Statistics.

Controversial facts, opinions or data that the reader might challenge.

Tables, figures, diagrams and appendices.

What is Plagiarism?

If the exact source of the information is not referenced correctly, plagiarism has occurred.

Plagiarism is the using of other writers’ ideas and/or comments and presenting them as your own. It is the theft of someone else’s [intellectual] property. The most commonforms of plagiarism are:

1. Copying word-for-word a writer’s comments without acknowledging themas such by the appropriate referencing system.

2. Using a writer’s ideas and not acknowledging them in an acceptable way.

Note that depending on the extent of the plagiarism, a breach of copyright may occur and result in you being sued




CONCLUSIONS

It is important not to apply your results beyond the parameters set by the original research objectives by forming generalised conclusions that are outside the scope of the research project. This warning should also be made to the audience of your report. Be careful. Statistics can be misinterpreted, intentionally and unintentionally.

Keep in mind why the research was being conducted. Use your synopsis to comment on:

Do the results link with the original objectives? Have you solved the problem by meeting the objectives of the problem?

Does additional research need to be conducted?

A discussion of these relevant points will help the audience for your findings put the research in perspective and understand what still needs to be done.

COMMUNICATING RESULTS

For research to be effective it needs to report the finding to the appropriate people. Internal parties that either initiated the research or are affected by the recommendations you have suggested should be informed of the conclusions and findings of the research.

It may also be appropriate to inform external parties of your research. Similar to the Background Evaluation you conducted when beginning your research, you may be able to assist other tourism researchers by providing invaluable information.

WORKBOOK ACTIVITY 2.2 – RESEARCH FORUM/SELF REFLECTION

Use the learning resources to read more about referencing methods.

WORKBOOK ACTIVITY 2.3 – REFERENCE READINGS

Read about referencing using the resources in this activity.

WORKBOOK ACTIVITY 2.4 - SUMMARISING

ASSESSMENT 1.4 – RESEARCH AND REFERENCING

Complete the assessment item 1.4 in the workbook.




SESSION 3: LETTERS AND MEMOS

OBJECTIVES

In this session you will:

Create folders to store documents Use a checklist to determine document requirements Create 3 business letters and 3 memos







BUSINESS LETTERS

In writing business letters, stimulating the intended emotional response is essential. Clarity and appropriateness of style are the key tools to secure this objective.

You may need to write a business letter for:

Networking

Responding to a query or request

Directing

Requesting information or products

Business letters can be broken into four main types

Good news

Bad news

Neutral




Persuasive.

Business letters use a standard layout, which helps identify them as business correspondence and make it easier for the reader to access and understand the information in the letter.

Letterhead: Identifies writer and their contact details.

Date: Between letterhead and inside address. Spell out the month in words, like this: 29 February 2009.

Inside address: The reader's address, situated between the word or phrase of greeting used to begin a letter and two lines down from date.

Attention line: Identify the intended reader two lines below the inside address.

Greeting: If the reader's name is known, refer to them personally - if not, as 'Sir/Madam'.

Subject: The topic of the letter.

Main: The main message.

o Introduction: Tell your reader what you are going to say; set the stage so the reader has an idea of what the letter or report is going to say

o Body: The body is the content of your document or email where you present your data and make your points. Organise the body of the letter or report so that similar topics are grouped together and the logic flows smoothly. Break up the writing with headings, subheadings, tables, figures or lists. Often a lot can be communicated through a simple table of figures

o Complimentary close: Use a concluding paragraph to review what you have said and the action to be taken, if required. Close the letter with a polite affirmation.

Signature: Use a blue pen, rather than a black as this can make it appear photocopied.

What to keep in mind when writing business letters

Write to inform, not entertain

Be concise and to the point

Avoid sweeping generalities

Logically support your arguments

Before submitting you work carry out the following tasks:

Proof read - proof reading involves reading a copy or proof for the purpose of error detection and correction

Spell check




Grammar check.

A good proofreading tip is to read the letter out loud; your tongue will often catch mistakes in grammar that reading might overlook.

WORKBOOK ACTIVITY 3.1 – BUSINESS LETTER TUTORIAL

Use the learning resource to learn more about business letters

WORKBOOK ACTIVITY 3.2 – MICROSOFT WORD TUTORIALS

Use the learning resources to complete the tutorials on using Microsoft Word for letter writing

ASSESSMENT 1.5 – BUSINESS LETTERS

Complete the business letter activities as part of the assessment

MEMOS

A memo, or memorandum, is the standard format for an organisation's internal communications. Internal communication means that the memo goes only to the organisation's own staff. A memo is a concise document that conveys essential information. It is comparable to a business letter, yet with much less 'meat'.

You may be required to write a memo to:

Circulate information

Explain a new procedure

Inform people of changes

Make a request

Ask for confirmation

Give your opinion.

WORKBOOK ACTIVITY 3.3 – MEMO TUTORIAL

Use the learning resource to complete the tutorial on memos




There are different types of memos which have different benefits and purposes:

Instructional - an Instructional Memo gives needed information to fulfill instructions. Such a memo is simple, direct, logical, pleasant and complete.

Requesting - A Requesting Memo identifies exactly what action is needed.

Announcing - An Announcing Memo provides required information.

Authorising - An Authorising Memo presents: Background information, Main points, Action that the sender is permitting the receiver to carry out.

The sections in a memo have the following headers:

To - the intended receiver

From - your name

Date - the date of the memo being sent

Subject - what the memo is regarding

The Body of the memo is made up of the following, normally only one or two sentences for each.

Introduction - introducing the memo

Main point - the memo's message

Secondary information - any needed information

Action - what action will result from the memo.

Memos have several advantages over verbal communication:

Can have an unlimited audience

Create a written record of communication

Allows better communication of instructions

Are official correspondence

The recommended approach when writing a memo is:




Identify the audience

Structure the information

Write simply, and appropriately.

WORKBOOK ACTIVITY 3.4 – WORD TEMPLATES

Use the learning resource to complete the tutorial on using templates to create memos

ASSESSMENT 1.6 – CREATE MEMOS

Complete the memo activities as part of the assessment

SESSION 4: POLICIES AND PROCEDURES

SESSION 5: PROPOSAL DRAFTS

SESSION 6: PROPOSAL SUBMISSION

SESSION 7: TENDERS

SESSION 8: FOLLOW UP DOCUMENTS

SESSION 9: REPORTS

SESSION 10: PORTFOLIO DRAFT




SESSION 11: PORTFOLIO DUE

SESSION 12: RESUBMISSION OF ASSESSMENT

SESSION 13: ALL ASSESSMENT DUE




LIST OF REFERENCES

BBC Skillwise, [online], Available: http://www.bbc.co.uk/skillswise/, [Accessed 2009, 7 May]

Fulton, W. (2007), Never used a scanner before?, [Online], Available: http://www.scantips.com/begin.html, [Accessed: 2008, 3 March]

Internet Tutorials, [online], Available: http://www.internettutorials.net/checklist.html, [Accessed: 2009, 3 March]

Nutting J. Gillian W. (1990) The Business of Communicating, Sydney: McGraw-Hill

Office Ergonomics Quiz, [Online], Available: http://www.dehs.umn.edu/ergo_office_quiz.htm, [Accessed 2008, 3 March]

O'Shannessy, V. Hyde, G. Minett, D. (2002) The Road to Tourism, skills for the new professional, Frenchs Forest: Prentice Hall

