Introduction

Effective written communication is an essential tool that every manager should be able to apply successfully in the workplace. Written communication forms an integrated part of every working day. Forms of written communication are letters, e-mails, memos, standard operating procedures, reports, messages, minutes of meetings, newsletters, circulars, notices, testimonials and letter of reference, forms, questionnaires, advertisements, itineraries, etc.

In order to communicate successfully, writers have to be aware of the following:

• Business writing is purposeful – explaining principles, sharing ideas, giving instructions, notifying people of meetings, etc.
• Business people are extremely busy and are faced with a large number of messages all requiring attention – messages should therefore be brief.
• Electronic media, such as fax and e-mail, have increased the speed of written messages. Business people need to be skilled in using these media efficiently.
• The sender of the message is responsible for the successful understanding of the content, not the reader or listener – the message should be clear.
• The sender has to take into account the diversity of the population – not everybody in the workplace are mother tongue speakers – adapt language to the level of the receivers of message.
• Business messages should convey a positive image of the writer and the organisation.