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Lecture Notes: Written Communication

To put it simply, written language communication is communication by means of written symbols that
is communicated by or to or between people or groups. Thus, written communication is the presentation of
ideas or essays that make a clear point, supply details supporting that point and demonstrate unity and
coherence of thought. The mastery of good or standard written English and the ability to comprehend and
write about information acquired through reading, note-taking and listening are also elements of written
communication. The goals of every student in written communication are to be able to write unified and
coherent essays, to have knowledge of the vocabulary and conventions of the field, and a mastery of written
English.

Ways to Improve Written Communication

Successful written communication requires careful thought and clear planning. It is clear, correct and
easy to read. A plain writing style is easy to understand and reduces the chances of misunderstanding and
ambiguity. In order to improve your written communication skills, you need to continually practice writing in
the language and write with a clear purpose that meets the needs of the reader. You decide what you want
to say and put this in a logical and suitable sequence. Such an approach will ensure the clarity of your
message. It will also help you to avoid omitting relevant details.

When you start writing, your tools are the words, sentences, paragraphs and lay-out. Use these to convey
your meaning concisely, courteously and confidently. When you reach the final stage of writing, have the
courage to edit your own work critically as well as from the reader ’s point of view. Therefore, your written
work must undergo three important stages before you print it out or submit it to be marked or sent to the
printer, namely:

• planning stage,
• writing stage, and
• editing stage.

In addition, if your work fulfills the preceding formats, this written document should have:

• efficiency,
• equity, and
• effectiveness.

If your work is written in plain English, it would be easy to read and understand and the number of
readers who would seek clarification is reduced.

Therefore, a useful tool in improving your writing skills is writing — start writing in simple, plain English, then
move on from something concrete to something abstract and expressive. We would never improve our
writing ability if we do not start somewhere. According to Sebranek, Meyer & Kemper (1996), writing, like
“basketball and juggling, is not a God-given mysterious talent given only to a chosen few but, rather, a skill
that gets better with practice, practice that involves increased challenges and, therefore, risk.” By continually
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practicing and editing your own work, you can also avoid making grammatical errors. Errors in writing make a
document difficult to read and cause communication barriers.

Therefore, to remove them you need to edit. Judith (1993) has identified four common errors which
you must avoid in order to improve your writing competency.

 Confusing Language
Confusing language means confusing words that can mislead the reader and cause communication
breakdown or barriers between the writer and the reader. Some words are ambiguous, bombastic, vague,
sexist, trendy, exaggerated, inflated and archaic. Again, we must always remember to write to convey
meaning in plain English. It is better to use the familiar word to the far-fetched, the concrete word to the
abstract, the single word to the circumlocution and the short word to the long. As defined by circumlocution
means the use of an unnecessarily large number of words to express an idea.

 Verbosity
Verbosity, on the other hand, means the use of too many words. The overuse of words interferes with
understanding. Sometimes they are unnecessary because they interrupt the reader ’s understanding of the
message. If verbosity persists, it may antagonize, confuse and bore the reader. For example:

o He’s quick. (Ok)

o He moves quickly. (Better)
o Adnin was the winner! (Ok)
o Adnin won! (Better)
o The rugby ball went to the center field. (Ok)
o The rugby ball sailed to the center field. (Better)
o “The stability and quality of our financial performance will be developed through the profitable
execution of our existing business, as well as the acquisition or development of new businesses.”
(Cook, 1999) (Too long, too wordy, passive voice)
o We will improve our financial performance not only by executing our existing business more
profitably but by acquiring or developing new businesses (Better, shorter, active voice)

 Poor Sentence Structure

Poor sentence structure relates to writing fragments instead of complete sentences and writing sentences
that lack unity. Try to keep your sentence(s) short and compact to ensure that they are correct, logical and
easy to read. Long, complicated sentences can be difficult to read and understand. Word order is important
for meaning. Words have to be structured to the extent that what precedes should be in accordance with
those that follow.

 Information Overload
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Information overload means giving too much information, hence, the reader becomes overwhelmed and
confused. This may also cause frustration and cast doubts on the writer ’s credibility. Therefore, as a writer,
you must decide what sort of information is required in order to produce a clear, concise and relevant
written work.

Advantages of Written Communication

1. It is suitable for long distance communication and repetitive standing orders.

2. It creates permanent record of evidence. It can be used for future reference.
3. It gives the receiver sufficient time to think, act and react.
4. It can be used as legal document.
5. It can be sent to many persons at a time.
6. It is suitable for sending statistical data, chart, diagram, pictures, etc.
7. Order, allocation of work, job distribution, etc. in written form reduce ambiguity and help in fixation of
responsibility.
8. Uniformity in work procedure can be maintained through written communication.
9. It is easy to send unpleasant or bad news through written communication.
10. A good written communication can create goodwill and promote business.

Limitations or Disadvantages of Written Communication

1. It is time-consuming. Composing a message in writing takes much time. Writing letters, typing orders,
notices, etc. and sending to appropriate destination require time. Feedback process also is not instant.
2. It is expensive not so much due to postal charges but in terms of so many people spending so much of
their time.
3. It cannot maintain strict secrecy which would have been possible in oral communi-cation.
4. Written communication has no scope for immediate clarification if not understood properly.

5. Being written in nature it is less flexible and cannot be changed easily.

6. It is not effective in the case of emergency.

Helping Other People Communicate with You

Many people are intimidated by writing. Even so, there are times when writing is the best way to
communicate and often times the only way to get your message across. Effective communication is a two-
way process but there are a number of factors which may distort this process and could affect overall
interpretation and understanding. Checks at each stage of the communication may help to minimize these
barriers.

In order to help other people to communicate with you, we need to choose the most appropriate
method of communication. We need to bear in mind the following:

• Think carefully about all the possibilities.

• Consider all aspects of the communication process (interpretation, understanding, feedback).
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• Consider the possible barriers.

• Consider the complexity of the subject matter and how it might be best conveyed.
• Ask Who? Why? What? and How?
• Consider whether it is going to be in the form of a letter, e-mail, memo or report.

Choices of methods of communication also relate to a change of other factors such as cost, time,
confidentiality, convention, urgency and whether written records are required. When we use the written
form of communication, such as letters, e-mails, memos, reports, minutes, forms, questionnaires,
enquiries/replies, records, leaflets/brochures, advertisements and press releases, the objectives vary in each
type of situation. We should not communicate only because of the needs or expectations of the recipient(s),
but we must do so with careful planning in terms of content, structure, proofreading and editing as well as
with proper decision - making.

It is only through communication with others that we convey our ideas and opinions in messages delivered,
as well as receive and process information for immediate or later transaction. Communicating through
words, however, can be more concrete with less room for error and even less room for mistakes compared
with verbal communication. This presents written communicators with new challenges, including spelling,
grammar, punctuation, style of writing and actual wording.

Thankfully, today’s technology makes memo, reports, letter and proposal writing much easier by providing
reliable tools that check and even correct words and incorrect grammar. Unfortunately, these tools are not
misspelt and will require your support, thus making knowledge in this area important fool proof. Currently,
we transact messages electronically using e-mail, or we call over the phone, use SMS or write letters, memos
or other means at our disposal to enable people to communicate with us. If, for whatever reasons, certain
procedures must be followed, some are written while others are, by convention, ethical and moral. Unless
we adhere to certain norms, others might not want to communicate with us by whatever means.

Problems Other People May Have Writing to You

The purpose of communication is to get our message across to others. Having gone across we assume it is
delivered, received and understood by the reader. This is a process that involves both the sender of the
message and the receiver. Sometimes our messages are conveyed successfully, which means that our
thoughts and ideas have been transmitted. On the other hand, if they are not conveyed, they will cause
communication breakdown and create roadblocks that stand in the way of our goals.

In spite of the numerous opportunities currently present in this technological age, many individuals continue
to struggle with this and are unable to communicate their thoughts and ideas effectively. This inability makes
it nearly impossible for them to communicate in the workplace and stands in the way of career progression.

Getting our message across is paramount to progressing. To do this you must understand what your message
is, what audience you are sending it to and how it will be perceived. You must also weigh the circumstances
surrounding your communications, such as situational, contextual, cultural, formal, informal or professional.
People may not want to write to you for a variety of reasons. Some of these reasons have been stated earlier
in the text, while others may appear in the following forms:
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• One’s weaknesses as a writer (for example, language deficiencies).

• Too much information in the text.
• Too many grammatical errors and mistakes.
• Barriers between the sender and receiver (for example, cultural, status, role).
• Message not clear or precise.
• Wrong choice of channel/format deliverance.
• Past experiences (for example, treatment received).
• Documents not structured, messy or not well laid out

Using Questions to Overcome Problems

As stated earlier, it is the reciprocal nature of the communication process that is in question. All written
forms of communication, if delivered smoothly, will certainly be understood by the receiver, with no
questions asked.

However, there is no one-way trip to know whether your document has been safely delivered to the receiver
and most importantly, entertained by him/her. We need to find out the reasons behind the positive/negative
impact of the delivery. These can be done only through questions posed by you as a writer.

Nevertheless, there are varieties of modes or activities that we can use to start the communication processes
moving. It is of utmost importance that we strive for competence in written communication. The quality of
communication affects people internally and externally, where the whole perception of the organization by
both existing and potential clients may depend on it.

If the communicative channel is blocked or has come to a standstill, we need to ponder and assess ourselves.
Somewhere along the line, things are not in order. We should pose certain questions to ourselves. Where did
it go wrong? Why was the message not understood or interpreted by the receiver? Was the timing wrong?
Did I use the correct channel to deliver the message? Are there many errors or mistakes in the document?
Many other questions of this nature can shed some light on the problems faced by the communicators.

Flow of Questions

Flow of questions must also be looked into. As mentioned above, we discussed questions that we may want
to pose to the receiver/reader to solve problems arising from the written work. Questions, however, need to
be structured or ordered. You should arrange them so that the key facts and conclusions are very accessible.
Remember, not everyone will read the whole report, so ensure that your message will get across even if a
person only skims the document.

Communication with People at All Organizational Levels

Communication in general and verbal communication, in particular, are arguably the most important of all
human behaviors. Our use of language defines us as a species and profoundly influences all our other
behaviors. Communication makes human organization and cooperation possible, and verbal as well as
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written communication establish culture and civilization. In the history of humanity, written communication
is a fairly recent phenomenon.

Just as oral communication greatly increases our ability to accumulate and transmit information and
knowledge, writing further amplifies ability of language to overcome the barriers of time and distance. With
the advent of writing, the ability to store and transfer information from individual to individual and group to
group no longer depends entirely on memory. Writing provides records that exist independently of the
writer.

Based on these premises, we need to remember that written work breaks barriers and borders, and knows
no boundaries. We communicate at all organizational levels. Hence, we need to know every minute detail
before it gets to the receiver. We should consider our readers very early in the planning process as the
information is to be imparted to them. Thus, we should organize and design the written work in a way that
guides the reader through the main points to a full comprehension of the content.

To achieve a powerful effect and to ensure that your document is easy to read, make sure to provide
the following:

• A clear indication of your purpose.

• Accurate and objective information.
• Suitable headings.
• A suitable order of information.

Giving and Receiving Good Instructions

Communication is effective when a concise and a clear message is delivered well, received successfully and
understood fully. All effective communicators must consider purpose, occasion and audience when planning
their written work. As the communication process involves both sending and receiving, it stands to reason
that communication will be most effective when the writer or speaker considers the variables that will affect
the reception of his or her message.

All written documents produced need to be specifically stated with regards to contents and actions to be
taken. This is more so if a memorandum is sent by management to subordinates. The receiver should be able
to read and understand the contents and take the necessary actions. Therefore, instructions must be clear
and precise.

When commenting on papers, a teacher can show students precisely where their meaning is unclear, pose
questions designed to illuminate problems underlying the unclear communication and provide models for
expressing analysis more clearly. The reader or the receiver who obtained the report and read the instruction
must know how to respond to it. He/she should be able to understand clearly and precisely what actions
need to be taken, how to do it and in what manner.

Communicating at Your Own Organizational Levels

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Although internal correspondence at organizational levels looks simple, easy and fast, it may not appear to
work to one’s advantage. Often times, mails do not arrive on time, for reasons unknown to the
receiver, or there seems to be a breakdown in communication between the sender and the individual
entrusted to dispatch the messages. Or, the receiver could not understand the contents of the
memorandum. A lack of information or misunderstanding can cause problems and sometimes, hardship.
Forms and documents should be accurate, complete and clear in meaning.

At other times too, internal mails, such as electronic e-mails, chat lines, and gophers do not reach their
destination as expected. This may be due to communication or electrical breakdown. Thus, messages are not
delivered and meetings or scheduled gatherings of employees may not take place.

Communication in groups may be formal or informal. In a group formal setting, such as meetings, workshops,
seminars or conferences, people meet to discuss subjects stated on the agendas. They make every attempt to
settle matters at their disposal. In an informal setting, on the other hand, matters discussed are of minor
importance. This does not mean that serious matters are not discussed.

What Is Effective Written Communication?

The purpose of written communication is to capture your reader’s attention and get your point across clearly.
Ultimately, when you communicate in writing, you are helping the reader understand your perspective on a
topic. There are certain qualities all effective written communication shares, and if you add these elements to
your writing, your work will be more powerful.

In some ways, effective written communication is even more important than spoken communication. Unless
it is being recorded, regular speech does not last. However, written communication is a record, and people
may refer back to it later. This means that in addition to creating a connection with your audience, you need
to consider the lasting impact of what you write. Think about how it will be perceived by your audience
initially, as well as the impact it will leave.

There are many types of written communication, including emails, memos, business letters, blogs and
websites, press releases and more. Practice writing a variety of documents to improve your written
communication skills. Like anything else, becoming a great writer takes practice.

The Five Cs of Effective Written Communication

Good written communication depends on the audience, the topic, your purpose in communicating, and other
factors. However, all effective written communication has some characteristics in common:

 Connection - Good written communication forms a connection between the reader and the writer.
 Clarity - Effective written communication is clear and easy to understand.
 Cause - The cause or reason for writing needs to be clear to both the writer and the reader, including
any specific actions you need from your audience.
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 Conciseness - Good written communication sticks to the point and doesn’t meander around or
include lots of extraneous information.
 Correctness - To be effective, the written communication should use the correct tone, inoffensive
language, and appropriate grammar.

How to Make Your Writing Communicate Effectively

Effective writing allows the reader to thoroughly understand everything you are saying. This is not always
easy to do. Here are a few tips that will help you:

1. Know Your Goal and State It Clearly

Do you want the reader to do something for you, or are you merely passing along information? Do you want
a response from the reader, or do you want him to take action? Effective written communication has a clear
purpose, and that purpose is communicated to the reader. Explain in clear terms what you want the reader
to do.

2. Use the Correct Tone for Your Purpose

Tone can help your writing be more effective. Certain forms of communication, like memorandums and
proposals, need a formal tone. Writing to someone you know well would need a more informal tone. The
kind of tone depends on the audience and purpose of the writing.

3. Keep Language Simple

Do not overuse clichés, jargon, and expressions or try to impress with big words. This can make the reader
work harder, and you want to make it easy to understand what you’re saying.

4. Stay on Topic and Keep It Concise

Effective written communication stays on topic. Avoid information that is not relevant. Clarity is key. Less is
more when it comes to length. Keep sentences and paragraphs short and concise, since long, complicated
sentences will slow the reader down. Leave out words that do not contribute to the main focus of the
communication.

5. Use Active Voice

Using an active voice will strengthen your writing. It’s easier to understand sentences that are written in the
active voice. An active example is "I caught the ball," and a passive example is "The ball was caught by me."
Active voice will engage the reader and keep his or her attention.

6. Have Someone Proofread Your Writing

Good grammar and punctuation are very important. It is a good idea to have someone else proofread your
writing before you send it. If you cannot do that, then try reading it out loud.