1. WRITTEN COMMUNICATION

1.1. INTRODUCTION

The correct use of business language is an essential skill that all those working in the business sector must master. Producing clear, readable documents will help the company, improve productivity, customer service and business opportunities. Better communication also increases the trust that customers have in our company.

Thinking before writing is usually a strength and many people find that the best way to start writing (or dictating) is not to write, but to plan.

The first stage of planning is to identify:

1. Who is going to read the document?
2. What they will be expecting to get from it;
3. In what circumstances they will be reading it;
4. What you’re trying to achieve.

You could plan out a core statement which describes what you will cover in the main section of the document – normally the discussion section. It helps you to focus on the task and the audience.

Example:

Core segments	Typical Phrases
Type of document	This report/paper/e-mail
Your readers	To the head of the legal department
Verb	Describes/assesses/explains/analyses/evaluates/considers/investigates
Topic	Possible improvements to the clarity of our insurance policies
Linking phrase	In terms of/with reference to/under
Number of sections	Five main lines of enquiry
Main headings	benefits and dangers what documents will be worked on? Implications for staff training other companies’ experience costs

 

1.2 CREATING A PROFESSIONAL DOCUMENT

Core guidelines and business letters

• Use South African English as first choice or British English as second choice for spelling rules. Use the “s” spelling of words, not the “z” spelling. Example:
  1. “itemised” not “itemized”.
• Do not use the symbol “+” or “&”. Use the word “and”.
• Write out numbers up to the number nine, use numerals for 10 onwards.
• Use a standard signature on all communications
• The standard font is Arial.
• Depending on the amount of information to be presented, the font size for content is 11 or 12.
• Where defined, standard forms are to be used, which can be downloaded from the intranet or Dealer portal.
• If you are not available for more than 24 hours, a standard “out-of-office-message” must be activated on Microsoft Outlook.
• Keep written correspondence personal – use the recipient’s name if it is known. Use “Sir” or “Sirs” only if you do not know the recipient’s name.
• The suggested end greeting is “Regards” or “Kind Regards”.
• Avoid all discriminatory expressions.
• Keep punctuation to a minimum.
• If the document contains several pages with a lot of text, align the contents so that the text is evenly aligned along the left and right margins.

• Every industry has its own jargon. When industry experts speak to each other, jargon is not a problem. However, most business communication is between experts and customers. Use straightforward and plain language. Should a technical term be used, define it in brackets. Example SPE. – (Strategic Partner Executive)

• Avoid using clichés, some examples are:

“It has come to my notice…”

“At this moment in time…”

“At the end of the day…”

“Receipt is hereby acknowledged…”

“Slowly but surely…”

“Your letter of the 7^th instant refers”

• Avoid using archaic (outdated) words / language
• Use plain /easy language. Documents should be reader-friendly and should have short simple words or phrases. Using plain language creates the ability to communicate without ambiguity. Some examples:

Avoid these words or phrases:	Use these words or phrases instead:
Endeavour	Try
Purchase	Buy
Manufacture	Make
Terminate	End
In respect of	About or for
Having regard to	About or for
In excess of	More than
In the course of	During
Prior to	Before
Subsequent to	After
Imperative	Important or essential
Approximately	About
In the majority of instances	Usually
As a consequence of	Because
For the purpose of	To
At the present time	Now
At this point	Now
In the event of	If
Meet with	Meet
Different to	Different from
Neighbourhood	District or area or community
Head up	Head
As though	As if
Is comprised of	Comprises
Different than	Different from
More importantly	More important
Over	More than
Under	Less than
Utilise	Use
With regards	With regard
On-line	Online
Off-line	Offline

• Avoid using punctuation or slanted addresses when typing addresses and greetings.
• Be sure not to omit the greeting, date, or subject heading.
• Avoid using “Re:” in the subject heading. Remove it when you respond.
• A Document Layout should contain the following:
  • Use single line spacing.
  • On the top left of the page: insert the date and on the next line, if applicable, the reference number.
  • If applicable, insert the recipient’s name and on the next line, the company’s name, and address.
  • Start the letter with a greeting (“Dear John”)
  • It is optional to start the first paragraph with goodwill and to close with a last paragraph of goodwill.
    • Goodwill is a short introductory greeting (example: thank you for your enquiry), or end greeting (example: we appreciate the opportunity to prepare this quote for you).
  • Ensure that the contents of the letter are well set out in paragraphs if necessary.
  • Leave space for a signature.
  • Provide your details – name, designation, and contact details.

 

1.3 BUSINESS COMMUNICATIONS ETIQUETTE

• Documents must not contain any spelling errors, corrections, blots, or smudges.
• Printed documents must be properly aligned (prints straight on the paper).
• Always remain professional and polite.
• Make sure that the communication has the degree of formality required.
• Make a professional and business-like impression by paying attention to the quality of paper and envelope used the quality of the printing and photocopying, a spacious layout and using appropriate business language.

 

1.4 LAYOUT AND FORMAT

Font:

• The standard font is Arial.
• The accepted font sizes for content are 11 or 12, depending on the amount of information to be presented.
• If the document is a lengthy one with a lot of text, use 1½ line spacing.

Titles:

• Titles must be bold, placed in the centre of the page and in capital letters.
• If the title is on its own page, it can be any size and must not be underlined.
• If the title is part of a document, use font size 16 and underline it.

Headings:

• Headings must be bold and placed on the left of the page.
• Headings must be in font size 14 and underlined.

Sub-headings:

• Sub-headings must be in bold and placed on the left of the page.
• Sub-headings must be in font size 12 and underlined.

Numbering:

• Numbering must follow the same sizing as prescribed for titles, headings, and sub-headings.
• Numbering must be in bold but not underlined.
• Numbering must be limited to three levels, and then letters must be used.

Example:   1.

1.1

1.1.1

1.1.1. a

1.1.1. b

Table of contents:

• If the document is a lengthy one with different subjects or categories, use a table of contents.
• The table of contents must clearly define the headings and sub-headings and include page numbers.
• On Microsoft Word, an automated table of contents can be created.

 

1.5 LANGUAGE USE

Spelling and generic tips

• Use South African English as first choice or British English as second choice. Use the “s” spelling of words, not the “z” spelling.
• All documents, including e-mails, must be spell-checked before being sent to the recipient. Ensure that the spelling check tool is used in the various Microsoft programmes.
• Commonly misspelled words to be aware of:

Accommodate

Across

Recommend

Referring

Profession

Careful

Acquire

Empower

Decrease

Glamorous

Separate

Focuses

• Write the following words as one word:

Abovementioned

Worldwide

Countrywide

Offline

Online

Subtotal

Reopen

Reuse

• Some words are frequently confused in business correspondence. Be sure to use the correct word or else the correspondence may be misinterpreted. Some examples:

Cheque	Check
Advice	Advise
To	Too
New	Knew
Who’s	Whose
Dependent	Dependant
Loose	Lose
Weather	Whether
Past	Passed
Accept	Except
Sight	Site
Were	Where
Affect	Effect
Compliment	Complement
Ensure	Insure
Practice	Practise
There	Their
Of	Off
Your	You’re
Licence	License
Inquire	Enquire

 

1.6 PUNCTUATION

Upper and lower case:

• The trend is to keep capital letters to a minimum as they interfere with the flow of the words.
• Use lower case when referring to: the media, the press, the state, the cabinet, the government etc.
• Use capital letters for public or religious holidays e.g., Heritage Day
• It’s is the shortened form of ‘it is’
• Its refers to the possessive ‘pronoun form of the personal’

Comma:

• Use commas as an aid to understand when listing items.
• Don’t use a comma before “and”.
• Use a comma before “including”.
• Use a comma after “however”.

Apostrophe:

• Generally indicates the possessive in the singular and s’ indicates the possessive in the plural.
• When indicating possession:
  • Singular words get ‘s even if they end in –s (example: the boss’s desk)
  • Plural words not ending in –s get ‘s (example: the network’s agreement)
  • Plural words ending in – s get s’ (example: the mobiles’ ringtones)

 

Initials and titles

As far as possible, use peoples first names, not their initials. Initials of person’s names should have spaces, but no full stops.

Example: T H Smith

• Initials used in any other instance must have no spaces or full stops

Example: MTN

• Note the use of capitals and commas for announcing a person and his/her designation:

The Director, Tony Abrahall, said……. or

Tony Abrahall, the Director, said…

Don’t use: Tony Abrahall, Director, said ………

 

1.7  DATES, TIMES AND NUMERICAL

Dates:

• Always write the date in full

Example: 27 May 2017

Not: May 27; or 27/05/2005; or 27-05-05; or 27^th May 2005

Time:

• Time is expressed in 24-hour cycles.

Examples: 09:00, 21:00

• When referring to a handset’s talk time, express the time in hours and minutes, not in the 24-hour cycle.

Example: talk time: 2h 30 min

Numerals:

• Write out numbers up to the number nine, use numerals for 10 onwards.
• Use a figure to attach a digit to an abbreviated unit, with no space between the unit and the digit.

Example: 1km, 12ha, 120km

• Show negative numbers as figures

Examples: -7, -28, -46.9

• The use of a space denotes thousands

Examples: 7 500, 75 334 000

• Do not split figures. If, when writing or typing a figure, it does not fit on the same line, put it on the next line.
• Never start a sentence with a digit, write out the number in full.
• Measurements are expressed in figures

Examples: 84g, 14mm, 8m, 67kg

 

1.8 ABBREVIATIONS AND ACRONYMS

When acronyms are pronounceable, use upper and lower case with no spaces or full stops.

Example: ETA *Estimated Time of Arrival

• In all other cases, acronyms are in upper case with no spaces or full stops

Example: SLA (service level agreement)

• When used in text, write the words out the first time, followed by the abbreviation in brackets, thereafter the abbreviation can be used freely.

Example: The Subscriber Identity Module (SIM)