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P A R T I : Backgrounds
Chapter 1: Getting Started: Writing and Your Career
Writing¡ªAn Essential Job Skill
Writing for the Global Marketplace
See the World Through Their Eyes
Use International English
Four Keys to Effective Writing
Identifying Your Audience
Establishing Your Purpose
Formulating Your Message
Selecting Your Style and Tone
Style and Tone Examples
Characteristics of Job-Related Writing
Providing Practical Information
Giving Facts, Not Impressions
Providing Visuals to Clarify and Condense Information
Giving Accurate Measurements
Stating Responsibilities Precisely
Persuading and Offering Recommendations
Ethical Writing in the Workplace
Ten Ethical Requirements on the Job
Some Guidelines to Help You Reach Ethical Decisions
Ethical Dilemmas
Writing Ethically
Revision Checklist
Exercises
Chapter 2: The Writing Process and Collaboration at Work
What Writing Is Not and Is
What Writing Is Not
What Writing Is
Researching
Planning 29 v
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Drafting
Key Questions to Ask as You Draft
Guidelines for Successful Drafting
Revising
Allow Enough Time to Revise
Revision Is Rethinking
Key Questions to Ask as You Revise
A ¡°Before¡± and ¡°After¡± Revision
Editing
Guidelines for Writing Lean and Clear Sentences
Guidelines for Cutting Out Unnecessary Words
Guidelines for Eliminating Sexist Language
Avoiding Other Types of Stereotypical Language
Collaboration Is Crucial to the Writing Process
Seven Guidelines for Successful Group Writing
Sources of Conflict in Group Dynamics and How to Solve Them
Collaborating Online
Avoiding Problems with Online Collaboration
Collaborating via E-Mail
Revision Checklist
Exercises
P A R T I I : Correspondence
Chapter 3: Writing Memos, Faxes, and E-Mails
What Memos, Faxes, and E-Mails Have in Common
Memos
Memo Protocol and Company Politics
Functions of Memos
Memo Format
Memo Style and Tone
Strategies for Organizing a Memo
Organizational Markers
Faxes
Fax Guidelines
E-Mail
Business E-Mail Versus Personal E-Mail
E-Mails Are Legal Records
Guidelines for Using E-Mail
E-Mail Compared with Other Business Communications
Revision Checklist
Exercises
vi Contents
HM_Kolin_FM.qxp 2/1/08 1:47 AM Page vi
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Chapter 4: Writing Letters
Letters in the Age of the Internet
Letter Formats
Full Block Format
Modified Format
Continuing Pages
Guidelines on Printing Your Letters
Parts of a Letter
Date Line
Inside Address
Salutation
Body of the Letter
Complimentary Close
Signature
Enclosure(s) Line
Copy Notation
Organizing a Standard Business Letter
Making a Good Impression on Your Reader
Guidelines for Achieving the ¡°You Attitude¡±
Types of Business Letters
Inquiry Letters
Special Request Letters
Sales Letters
The Four A¡¯s of Sales Letters
Do I Mention Costs?
Customer Relations Letters
Being Direct or Indirect
Follow-Up Letters
Complaint Letters
Adjustment Letters
Collection Letters
International Business Correspondence
Guidelines for Communicating with International Readers
Respecting Readers¡¯ Nationality and Ethnic/Racial Heritage
Writing to Readers from a Different Culture: Some Examples
Revision Checklist
Exercises
Chapter 5: How to Get a Job: R¨¦sum¨¦s, Letters of Application,
and Interviews
Steps the Employer Takes to Hire
Steps to Follow to Get Hired
Contents vii
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Analyzing Your Strengths
Looking in the Right Places for a Job
Preparing a R¨¦sum¨¦
What Employers Like to See in a R¨¦sum¨¦
The Process of Writing Your R¨¦sum¨¦
Parts of a R¨¦sum¨¦
Organizing Your R¨¦sum¨¦
The Online R¨¦sum¨¦
Formatting an Online R¨¦sum¨¦
Making Your Online R¨¦sum¨¦ Search-Engine Ready
Testing, Proofing, and Sending Your Online R¨¦sum¨¦
Cyber-Safing Your R¨¦sum¨¦
Letters of Application
How Application Letters and R¨¦sum¨¦s Differ
Writing the Letter of Application
Going to an Interview
Preparing for the Interview
Questions to Expect
What Do I Say About Salary?
Ten Interview Dos and Don¡¯ts
The Follow-Up Letter
Revision Checklist
Exercises
P A R T I I I : Preparing Documents and Visuals
Chapter 6: Designing Successful Documents and Visuals
Organizing Information Visually
The ABCs of Print Document Design
Page Layout
Typography
Using Color
Three Rules of Effective Page Design: A Wrap Up
The Purpose of Visuals
Choosing Effective Visuals: Some Precautions
Inserting and Writing About Visuals: Some Guidelines
Two Categories of Visuals
Tables
Parts of a Table
Figures
Line Graphs
Guidelines for Creating a Graph
viii Contents
HM_Kolin_FM.qxp 2/1/08 1:47 AM Page viii
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Charts
Circle Charts
Bar Charts
Organizational Charts
Flow Charts
Pictographs
Photographs
Drawings
Clip Art
Using Visuals Ethically
Photos
Graphs
Bar Charts
Pie Charts
Drawings
Using Appropriate Visuals for International Audiences
Revision Checklist
Exercises
Chapter 7: Writing Instructions and Procedures
Instructions and Your Job
Why Instructions Are Important
Safety
Efficiency
Convenience
The Variety of Instructions: A Brief Overview
Assessing and Meeting Your Audience¡¯s Needs
Key Questions to Ask About Your Audience
The Process of Writing Instructions
Plan Your Strategy
Do a Trial Run
Write and Test Your Draft
Revise and Edit
Using the Right Style
Using Visuals Effectively
Guidelines for Using Visuals in Instructions
The Five Parts of Instructions
Introduction
List of Equipment and Materials
Steps for Your Instructions
Warnings, Cautions, and Notes
Conclusion
Model of Full Set of Instructions
Contents ix
HM_Kolin_FM.qxp 2/1/08 1:47 AM Page ix
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Writing Procedures for Policies and Regulations
Some Examples of Procedures to Write
Meeting the Needs of Your Marketplace
Some Final Advice
Revision Checklist
Exercises
Chapter 8: Writing Effective Short Reports and Proposals
Why Short Reports Are Important
Types of Short Reports
Anticipate How an Audience Will Use Your Report
Guidelines for Writing Short Reports
Do the Necessary Research
Be Objective and Ethical
Organize Carefully
Use Reader-Centered Headings, Bullets and Numbering, and Visuals
Periodic Reports
Sales Reports
Progress Reports
Audience for a Progress Report
Frequency of Progress Reports
Parts of Progress Reports
Trip/Travel Reports
Questions Travel Reports Answer
Common Types of Travel/Trip Reports
Incident Reports
When to Submit an Incident Report
Parts of an Incident Report
Protecting Yourself Legally
Writing Successful Proposals
Proposals Are Persuasive Plans
Proposals Frequently Are Collaborative Efforts

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