Communication in Management

UNIT V
LESSON-1
MEETINGS AND E-MAIL ETIQUETTES
Ms. Tulika Prasad
Ms. Tasneem Shehnaaz

STRUCTURE
1.1 Learning Objectives
1.2 Introduction
1.2.1 Types of Meetings
1.3 Planning and Conducting Meetings
1.3.1 Planning a Meeting
1.3.2 Role of the Chairperson
1.4 Meeting Process
1.4.1 How to Participate in a Meeting
1.4.2 Factors that Render Meetings Wasteful
1.5 Notification, Agenda and Minutes
1.5.1 Notification and Agenda
1.5.2 Minutes
1.6 The Internet
1.7 The Intranet
1.8 The Extranet
1.9 E-mail
1.10 Summary
1.11 Glossary
1.12 Answers to In-Text Questions
1.13 Self-Assessment Questions
1.14 Suggested Readings

1.1 LEARNING OBJECTIVES

After studying this chapter students may be able to understand: -
• The relevance of Meetings
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• The process of meeting

• How to effectively plan and lead a meeting.
• How to prepare minutes of a meeting

1.2 INTRODUCTION
Meetings are held to share information and ideas, take decisions, make suggestions and help in
the working of an organization.
Meetings can be held for a variety of reasons:
• To have discussions and share new ideas.
• To inform the group of some decision or information.
• To involve people in decision making.
• To evaluate some issue.
• To get opinions and help on certain issues.
1.2.1 Types of Meetings
There are generally two kinds of meetings: formal and informal. Formal meetings need to be
validated by following certain rules and regulations; like circulating the agenda beforehand,
maintaining minutes of the meetings, and ensuring that the quorum is complete.
Formal: Some formal meetings held by an organization are:
A. Annual General Meeting
B. Statutory Meeting
C. Board Meeting
Informal: Some informal meetings held by an organization are:
A. Departmental Meetings
B. Interdepartmental Meetings
C. Working Parties

1.3 PLANNING AND CONDUCTING A MEETING

1.3.1 Planning a Meeting
Meetings can be planned, following an established approach called the ‘Purpose, Process,
Outcomes’.

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- The Purpose of all meetings is to inform all the members the reasons for having the
meeting.
- The Process of a meeting informs the members of the plans and expected achievements.
- The Outcomes identifies the intended achievements of the meeting.
1.3.2 Role of the Chairperson
There are some other things that should be kept in mind, especially by the chairperson.
• The chairperson should begin the meeting on time so that it can conclude on time.
• The chairperson should start the meeting by reminding everyone of the agenda and begin
the meeting on a positive note.
• It is important for the chairperson to listen to every member patiently and conduct the
meeting impartially. Arguments between members, if any, should be settled amicably.
• The chairperson needs to adhere to the agenda regarding all discussions and it should be
followed logically. Any issue which is not on the agenda and needs to be discussed can be
done with the permission of the chair at the end of the meeting and if time permits it.
• The chairperson needs to control the meeting both in terms of time and participation. S/he
should encourage those who are quiet and control those who try to dominate the meeting.
All the items on the agenda need to be discussed within the given time. If the views of the
members are divergent the chairperson needs to amicably resolve it or resort to voting.
• All the decisions taken in the meeting need to be summarized at the end of the meeting.
This helps in having clarity about the decisions taken and also gives the members a feeling
of achievement. The minutes of the meeting should be recorded and sent to all the members.

1.4 MEETING PROCESS

1.4.1 How to Participate in a Meeting
The role of the participants is as important as that of the chairperson for a successful meeting.
Members also need to follow certain rules and regulations so that the meeting runs smoothly.
• Members should arrive on time for the meeting.
• Be a good listener and allow others to speak.
• Do not dominate the meeting or deviate from the agenda.
• Obey the chair and help in resolution of conflicts.
• Maintain the decorum of the meeting. Do not laugh, joke, make comments or use your
cell phone.
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• Make a positive contribution in the meeting by going through the agenda and preparing
for the meeting in advance.
• Use courteous language and have a controlled tone.
• Always have a paper and pencil at hand to note down the points of other speakers if
any. This also gives an impression of seriousness.
1.4.2 Factors that Render Meetings Wasteful
• Bad preparation by convener and members.
• Incompetency of chairperson.
• Chairpersons who use meetings as a tool to delay decisions.
• Unnecessary meetings and chairpersons who call meetings to avoid taking decisions on
their own.
• Very large committee formed for a meeting.
• Agenda not focused or too long.
• Absence of key players.

1.5 NOTIFICATION, AGENDA AND MINUTES

1.5.1 Notification and Agenda
A notice for a meeting, also called a notification, is sent well in advance so that all members
attending it can come well prepared and contribute fruitfully. An agenda is a list of items to be
discussed or of official things to be done at a formal meeting. This list is prepared in advance
of the meeting, by the secretary in consultation with the Chairperson and contains information
about the following:
 Company’s name, address and contact details.
 Date on which the notice was issued.
 Who is to meet whom?
 Nature of the meeting (whether it is routine, emergency, special, extraordinary etc.)
 Day, date, time and venue of the meeting
 Purpose or agenda of the meeting
 Signature of the Secretary
 Details of those who will attend the meeting (names with designations)
 Any enclosure(s) being sent with the notice.

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The chairperson presides over the meeting and is helped by her/his secretary. The latter ensures
that the issues mentioned in the agenda are strictly followed and takes extensive notes about
the discussions taking place, about decisions, dissents or agreements, suggestions etc. S/he then
writes them in the form of Minutes, which is sent to the chairperson for approval and signature.
After this is done, the minutes are sent to all members who participated in the meeting.
An example of a notice with agenda:
1) SWITCH2CFL
15, ASPIRATION TOWERS
GURGAON, HARYANA 123456
INDIA
PHONE: 2345678; E. MAIL: SWITCH2CFL@ENERGYSAVING.ORG

2) 28 February 2008

3) NOTICE

4) The twenty-fifth meeting of the Board of Directors of SWITCH2CFL Ltd. will be held in
the Conference Room of Hotel Business Redefined, Sun City, Gurgaon, on 31 March 2008 at
11.00 a.m. The meeting is expected to last for two days, so all those requiring assistance with
transport and accommodation should contact the undersigned so that suitable arrangements can
be made. The meeting is being held to transact the following business:

5) AGENDA
(i) Ratification of the minutes of the meeting held on 31 December 2007
(ii) To decide how Ethics Month should be celebrated in July 2008
(iii) To deliberate on the adoption of the Whistle Blower Policy
(iv) To appoint an Ethics Counsellor
(v) To form a Whistle Blower Protection Committee
(vi) To work out the modalities of the Gift Policy
(vii) Any other matter with the permission of the Chair
(viii) Vote of thanks
(ix) Date of the next meeting
7) Secretary
Iraj Kumar
8) CC:
i.
ii. etc.
9) Enclosure: Minutes of the meeting held on 31 December 2007

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1.5.2 Minutes
Writing Minutes is an art which requires certain skills like taking notes, summarizing, and
using reported/indirect speech. Minutes should follow the sequence of the agenda. It should be
logically written in the third person using the past tense and the paragraph or block format. It
should incorporate all ideas, suggestions, discussions etc. that took place in the meeting.
The content of the minutes of a meeting can be written in 2 ways – the first one is the minutes
of narration and the second one is the minutes of resolution. In the former, the leading points
of the discussion are arranged in a particular way. The title of the point on the agenda is written
first, and then what the chairperson said regarding the matter under discussion are recorded.
The ideas, suggestions, agreement and dissent (if any) of the various members are also written.
Finally, whatever is the final resolution or decision taken in the meeting is recorded. The second
way or the minutes of resolution, is when only the title of the item on the agenda and the
decision taken is recorded.

IN-TEXT QUESTIONS
1. A Notification is a list of items to be discussed or of official things to be
done at a formal meeting. T/F
2. Which of the following is a formal meeting
a) Annual General Meeting b) Statutory Meeting
c) Board Meeting d) All of the Above
3. Which of the following is a formal meeting
a) Departmental Meetings b) Board Meeting
c) Annual General Meeting d) Statutory Meeting
4. Which of the following is not required in the meeting?
a) Quorum b) Large number of members
c) Good Listening skills d) Courteous Language

1.6 THE INTERNET

The use of computers and the Internet has made information available at the click of a button.
Remember, this abundance of information has to be used sensibly in accordance with your need
and specialization. However, the question here is - what is this Internet? Sometimes, simply
called the “Net”, it means interconnected (computer) networks across the globe that transfers
data through the system of packet switching using Internet Protocol. This can be accessed by
users all over the world by using a computer, modem and an Internet Service Provider.

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There are different ways of accessing the Internet. One is through the standard telephone line
or the dial-up connection. Another way is through a cable connection or a digital subscriber
line (DSL or a high speed phone line). For high speed data transmission, Integrated Services
Digital Network (ISDN) is used. You can also use cell phones or smart phones to access the
Internet.
The question now is who owns or controls the Internet. Well, no one does, though there are
some agencies like National Science Foundation, the Internet Engineering Task Force, the
Internet Corporation for Assigned Names and Numbers (ICANN), the Internet Governance
Forum (IGF), Internet Network Information Centre (InterNIC) and the Internet Architecture
Board that supervise and standardize all activities on the Internet.
Some uses of the Internet
1. It allows users to access and exchange information of different kinds globally.
2. It permits business activities like online banking, online shopping, and e-commerce
transactions.
3. It helps users to send and receive mail, transfer files, access news, music, videos etc.
4. You can search for information using search engines or post information through blogs
twitter etc.
5. You can participate in group discussions, have online meetings etc.
To access the vast amount of information available on the Net, you can use directories or
indexes. Both are search sites and the former is for browsing the Internet whereas the latter is
for locating particular information through large databases (see examples on pp 242-243). Once
you type in your topic or keywords/phrases relating to it, the search engine brings forth a list
of related web addresses. These addresses are called URLs or Uniform Resource Locators.
As you may be aware, English is the most common language used on the Internet. You may
ask, “What are the services offered by the Internet?” Well, the answer is, there are many like
email, e-commerce, instant messaging, chat rooms, file sharing and File Transfer Protocol
(FTP). But the “killer application” is the ‘World Wide Web’ which all of us use while accessing
the Net. It gives us access to billions of pages of information in the virtual world in a language
called Hyper Text Markup Language or HTML. It has also made the Internet a commercially
feasible proposition.
Some common terms used in relation to the Internet:
Web Browsers like Internet Explorer or Netscape Navigator help us to locate web documents
or web pages which are connected to each other through hyperlinks or highlighted
words/images (http://www.techterms.com/definition/hyperlink- click on this address for a
definition). There are search engines too like Yahoo!, Google etc. that help you to find
information on the Net.
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Some Differences between the Internet and the World Wide Web:
1. The World Wide Web is a part of the Internet and not vice versa.
2. We access information using the Web through the medium of the Internet.
3. The Web is an application built on the Internet while the latter is a large group of
interconnected computer networks.
4. The Web has pages which we can access using web browsers whereas the Internet is
the network where all information resides.
5. Features like Telnet, Internet gaming, email, Internet Relay Chat etc. are not part of the
Web.
6. The Web uses HTTP or Hyper Text Transfer Protocol method to transfer web pages
to your computer. Web pages are written in HTML.
Blogs
Web logs or blogs are like virtual diaries in which individuals, groups or organizations can
write whatever and whenever they want. They allow users to post thoughts, comments,
opinions and updates about a topic or their life on the Web.
Internet Protocol (IP): Domain Name System (DNS)
It is a system by which computers connect to each other by automatically mapping text names
to IP addresses. In the earlier system, numeric IP addresses were provided, or a large text file
had to be used to map names to addresses. Now you need to remember web addresses only and
the DNS will do the rest.
Uniform Resource Locators
Generally, every website has an introductory page called the homepage which gives details
about itself and links to its contents. Before going to a particular website/page, we have to
know its address or URL, that is, Uniform Resource Locator, e.g.,
“http://www.cnet.com/Contents/Reports/index.html” or “ftp://info.apple.com/”. Note that all
URLs do not begin with “http” (hyper text transfer protocol). The first part (http or ftp)
indicates the kind of resource it is addressing. The second part is the address of the computer
being located and the path to the file. In this part, “www.cnet.com” is the registered domain
name and “Contents/Reports/index.html” is the path to the file. The first level or top level
domain name (TLD) is written after the period, e.g. “.com” (company). Some other TLDs are–
• info (general information)
• Edu (education)
• coop (cooperative)
• gov (government)
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• net (network resources)

• org (non-profit organizations) etc.
Clients and Servers:
The client-server relationship is common in the virtual world. For example, if an office has a
server that contains an organization’s database, then all computers accessing the database are
clients. If you access your email using Microsoft Outlook, then Outlook is your email client
software that acts as an interface between your client computer and the mail server.
Local Area Network (LAN):
A Local Area Network (LAN) is a network that is confined to a relatively small geographic
area such as a writing lab, school, an organization or building. It costs less to set it up than a
Wide Area Network (WAN) which is a larger network extending to a state, country or the
world.

1.7 THE INTRANET

It is a collection of private computer networks within an organization. It facilitates
communication between people or work groups to improve the data sharing capability and
overall knowledge base of an organization's employees. It uses standard network hardware and
software technologies like Ethernet, Wi-Fi___33, TCP/IP (Transmission Control Protocol/
Internet Protocol), Web browsers and Web servers. An intranet within a company typically
includes Internet access but has firewalls installed so that people outside the organization
cannot access its computers. An intranet generally incorporates email, groupware applications,
internal Web sites, documents, and/or databases.
Reasons why the intranet is popular:
1. More information about the company, its policies, benefits offered, internal job openings
etc. can be posted.
2. Intranets are flexible and convenient to use. For example, sales representatives of the
company can download and print all or any of the presentation materials created by the
marketing and sales department for customer viewing/appraisal at any site.
3. Company employees can collaborate with each other to work on new projects or share
global knowledge.

1.8 THE EXTRANET

A common extension to intranets, called extranets opens the firewalls (mentioned earlier) in
intranets and can thus provide controlled access to outsiders. That is why it is called the
“external intranet”. In this, companies/organizations allow some people like suppliers,
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customers etc. to access this network with whom they wish to share selective information, after
proper authentication with the help of a password.
Advantages of Extranets
1. They can help companies to save time and money by providing a secure, simple and fast
way of communication.
2. They reduce the need for having face-to-face meetings which, in turn, saves time, money
and energy.
3. Timely updated information is easily available to all those who have access.
Business Use of the Internet
1. Other than having global information at the click of a button, the internet permits sharing
of texts, photos, videos, slides and other data.
2. Because of its flexibility, employees can even work from home or other locations outside
the office.
3. It allows e-commerce activities (for more details refer to chapter on e-commerce in your
textbook).
4. It provides businesses with phenomenal reach to a variety of audiences, like customers,
suppliers (both local and international), and new business partners.
5. The cost of running a business through the Internet is not high as overhead costs are low.
6. The Internet helps to keep investors, trade analysts and government regulators updated
about business developments.
7. Electronic learning or e-learning can take place with the help of computers and Internet. It
is also known by other names such as, virtual learning, distributed learning etc. In the
business world, it is used as online training for employees.
8. Posting e-resumes on the Web has many benefits such as, they can be sent quickly and
easily through the Internet, companies can locate them with the help of search engines and
key words, they can be read on a computer monitor or read as hard copies after printing
them, and can be changed into other electronic file types such as database files.
E-resumes are the same as printed ones except in their formats. The different formats of
resumes are:
a) A print version that you can mail.
b) In plain text/text only form that you can copy or paste to online forms/databases
c) In a form that can be scanned

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d) As a part of your email and not as an attachment since most companies prefer this route.
They fear viruses entering their systems through attachments.
e) In RTF, that is, Rich Text Format that can accommodate most of the pleasing features
of your resume
f) In PDF, that is, Portable Document Format that retains the original appearance of your
resume and cannot be destroyed by viruses
g) In web ready form, which you can put on your personal page or at other websites.
9. Like e-resumes, you can post e-memos using the Internet. This helps companies to
communicate important information to its employees in a fast and convenient manner.
There are 2 categories of communication technologies: synchronous and asynchronous. The
former includes online chats, videoconferencing, virtual classroom or meeting etc. wherein the
participants are present at the same time though at different locations and communicate using
e-technologies. The latter means that all participants need not be present at the same time for
communication to take place. Examples are – emails, blogs, wikis, discussion boards etc.
Methods of e-communication:
a) Email (you can read, write and send messages on the computer)
b) World Wide Web (already mentioned)
c) Discussion mailing lists or listservs wherein you can be a part of a discussion group and
send mail to the group’s email address which is forwarded to all members
d) Newsgroup has messages and responses on a particular topic at a particular website by
like-minded people
e) Collaboration is a popular concept nowadays which allows people to exchange ideas,
thoughts, skills etc.
f) Remote access permits computers to be connected despite being situated at remote and
different locations
g) Instant messaging is a way of communicating through written messages when both
parties are online synchronously
h) Videoconferencing (see “Other communication Technologies” for details)
i) Telnet helps your computer to communicate with other computers on a remote network.
j) Voice Over Internet Protocol or VoIP or Internet Telephony by which you can talk to
your friends over the Net
k) File Transfer, also called FTP (file transfer protocol) by which you can download,
upload files, send zip files etc.

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Problems Facing the Internet

a) Too much information has created problems in companies as employees lose sight of
important documents.
b) Data security is a problematic issue as hackers break into confidential files and access
important information. They can even destroy, steal or change these files.
c) Employees waste company time and resources for personal use and are less productive
(called cyber slacking).
d) Businesses lose time and money because of electronic traffic jams due to excessive
information and the need to send large amounts of information quickly.
e) Cyber criminals introduce viruses and worms (software) by camouflaging them in
legitimate software so that important files/information can be changed or destroyed.
Viruses destroy or change programs or files. Worms endlessly duplicate themselves
and take up space causing e-traffic.
Security Measures
a) Introduce passwords for accessing the computer.
b) Outsiders to the company should be properly screened.
c) Install programs like anti-virus software etc. in order to screen emails from e-threats.
d) Install firewalls so that only those users who have proper password and identification
can access company’s website.
e) Have a plan for recovering data in case of breakdown of system.

1.9 E-MAIL
Warm Up
1. Can you think why e-mail is a better mode of communication than regular postal mail?
2. Why do businesses also use e-mail when it is a less formal way of communicating?
E-mail has become a quick and easy mode of communication. As it has the features of both
speaking and writing it is important to know how to write it.We should follow certain
guidelines known as ‘netiquette’ when we use the Internet for writing blogs, emails or
discussion groups or while chatting online with friends and others. When these rules apply to
email writing only, they are referred to as ‘e-mail etiquette’.
What to do:
1. Write your purpose in the subject line.

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 Communication in Management

2. Be clear and use concrete and correct words to state your message. Keep in mind the Cs of
effective communication.
3. Use short paragraphs with topic and supporting sentences to write your message.
4. Follow the protocol of the organization when sending business e-mails.
5. Don’t write long messages. Be brief, organized and courteous. Write one screen length e-
mail only.
6. Never write when you are angry.
7. Use positive and gender-neutral language.
8. Always revise your writing before sending it.
What to Avoid:
1. Don’t write e-mails like a casual conversation. Don’t make jokes or personal comments in
business correspondence. Be gender sensitive.
2. Do not tag all messages as ‘extremely urgent’ or ‘high priority’ unless necessary.
3. Don’t click the ‘Reply All’ button without thinking. Some e-mails must be sent to select
persons only.
4. Never send critical or confidential information by e-mail.
5. Do not use short forms or abbreviations excessively. Use those which can be understood
by the recipient and are acceptable and known to all.
E-mail acronyms and abbreviations (Some of them are used in other places too)
ASAP : As soon as possible BBL : Be back later BTW : By the way
BFN : Bye for now cc : copy to (carbon copy) e.g : for example
etc. : etcetera NB : please note (nota bene) pcs : pieces
Pls: please PS: postscript qty: quantity
i.e. :that is to say (id est) Re : regarding Ref : reference
RSVP : Please reply (repondezs’ilvous plait) tbc : to be confirmed
Lol : Laughing out loud/ lots of love FAQ : Frequently asked questions
FYI: for your information IMHO: In my humble opinion
TTFN: ta-ta for now TIA: Thanks in advance FWIW: For what it’s worth.
6. Don’t use emoticons or exclamation marks in your mails.
7. Before writing an e-mail or a reply to an e-mail, make sure that e-mail is the best option to
write/respond. Sometimes, a phone call or a face-to-face interaction may be a better
alternative.

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How to send an e-mail?

Step 1. First log on to a computer and open an e-mail program (or e-mail client) like
Microsoft Outlook, Outlook Express, Eudora or Pegasus (these are stand-alone e-mail
clients). Those who have free e-mail accounts with Hotmail, Yahoo, Rediff mail,
Google etc. use an e-mail client that appears in a web page. Whatever e-mail client
you may be using, it performs the following four functions:
▪ It shows you a list of all messages in your inbox by displaying the message
headers.
▪ The header shows the sender of the message, the subject as well as time and date
of the message (and even the size of the message). You can select a message
header and read the body of the e-mail.
▪ It lets you create a new message and send it.
▪ It allows you to add attachments to your messages as well as save the attachments
you receive.
Step 2. Click on ‘Create / New Mail’. A fresh page for writing a new mail will open.
Step 3. Bring the cursor to the ‘From:’ line. Write your e-mail address here.
Step 4. Bring the cursor to the ‘To:’ line. Write the e-mail address of the person to whom you
want to send an e-mail.
Step 5. Bring the cursor to the ‘cc:’ line if you want to send the same e-mail to a 2nd or 3rd
person. Write their e-mail addresses on this line.
Step 6. Bring the cursor to the ‘Subject:’ line. Write an effective subject heading so that the
reader knows what the mail contains and what action(s) is/are required of her/him.
Step 7. Now come to the body of the message. Begin with a salutation. Keeping e-mail
etiquette in mind, compose your message in clear, concise and grammatically correct
paragraphs. Close with a salutation.
Step 8. After completing your message, proof read it and go through the computer’s grammar
and spell checkers. If you are unsure about the contents or about the feasibility of
sending the mail, keep it as a draft and give yourself time to think it through.
Step 9. If you have to send a file along with your mail, click on the ‘Attach’ key and then on
the name of the file you want to send as attachment. The message will show the
attachment icon.
Step 10. Once you are confident of sending the mail, click on the ‘Send’ button.
Step 11. Your e-mail client will connect to an e-mail server and pass to it the name of the
recipient, name of sender and the body of the message.

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 Communication in Management

Organizing your e-mail

1. Be careful and attentive while writing e-mails.
2. Your subject line should be effective and catch the attention of the recipient.
3. When replying to an e-mail, you should include the letter to which you are replying. Most
computers have this facility when you press the ‘reply’ button.
4. Write your mails clearly so that your reader understands it. If you have to make more than
one point/request in a mail, write them in separate paragraphs. Write brief and focused
paragraphs.
5. Write your e-mail as a formal business letter with appropriate salutations.
6. Check your mail for correct spelling, punctuation and grammar.
7. Use illustrations, comparisons, contrasts to make your point.
8. Don’t send your mail immediately after writing it, unless it’s urgent. Wait for a day or two,
read it again and then send it.
You should not send an e-mail when there is:
A complaint against someone
A disciplinary action to be taken.
An issue/problem/matter regarding co-workers
Any dispute about promotions, or awarding grades etc.
A need to meet in person rather than write to her/him.
Global E-mail
When you correspond with business contacts outside your country, it is wise to seek some
knowledge of their culture. Remember the following advice when you write a global e-mail:
• Begin and end courteously and pleasantly like “I hope this mail finds you well and in good
spirits” and “With warm regards” respectively.
• Use abbreviations, jargon, or technical terms that your reader will understand. It is best to
explain these words and your point in simple and appealing language to avoid
miscommunication.
• Do not use clichés (stereotyped phrases) and slangs (words not accepted for dignified use).
• Ensure that your mail reaches the intended person. If there is no response, send a follow-
up email.
• Be careful of the kind of information you want to convey to your reader. As with other
emails, do not send confidential information in your communication.

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• Before responding to emails from persons belonging to cultures different from your own,
take time to reflect and understand what s/he is trying to convey to you. Don’t correct their
mistakes.

IN-TEXT QUESTIONS
5. Complete the following sentences taken from an e-mail with appropriate words
from the box (there are more words than required):

request queries email may be like is

a) Thank you for your …………. regarding CFL bulbs.

b) We would ……. to place an order for 500 bulbs of different sizes.
c) However, a few ………… remain.
d) The prices of the different sizes ……… not included in your information.
e) We ………… you to send this information.

1.10 SUMMARY
The current chapter deals with the the meetings, types of meetings and the procedure one has
to follow to conduct a meeting. There are two types of meetings i.e Formal and
Informaldepnding upon the nature of the agenda and members. The chapter also talks about the
documents mainly used during the meetings i.e notice, agend and mintes. The capter also deals
with the The use of Internet, Intranet and Extranet for the business puposes. The E-mails and
the related etiquettes.

1.11 GLOSSARY
COMPETENCIES
Meeting : Meetings are held to share information and ideas, take decisions, make
suggestions and help in the working of an organization.
Notice : A notice for a meeting, also called a notification, is sent well in advance so
that all members attending it can come well prepared and contribute fruitfully.
Agenda : An agenda is a list of items to be discussed or of official things to be done at a
formal meeting.
Netiquettes : The guidelines one has to follow while using the Internet for writing blogs,
emails or discussion groups or while chatting online with friends and others.

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1.12 ANSWER TO IN-TEXT QUESTIONS

1. F 5. a) Email
2. D b) Like
3. A c) Queries
4. B d) Are
e) Request

1.13 SELF-ASSESSMENT QUESTIONS

1. List at least 3 differences between the Internet and the World Wide Web.
2. Write brief explanatory notes on the following terms bringing out their similarities/
dissimilarities: Web directory and web index; client and server; intranet and extranet.
3. What are the problems facing the Internet? Mention at least 4 of them and suggest ways to
overcome them.
4. What factors and guidelines should you keep in mind when writing an email to a person of
another culture?

1.14 SUGGESTED READINGS

• Bhatia, R. C. (2008). Business Communication. Delhi: Ane Books Pvt. Ltd.
• Bell, R. & Martin, J. (2014). Managerial Communication. Business Expert Press.
• Kaul, A. (2015). Effective Business Communication, 2nd ed. PHI learning.
• Lesikar, R. V. & Flatley, M. E. (2001). Basic Business Communication Skills for
Empowering the Internet Generation, New Delhi: Tata McGraw Hill Publishing
Company Ltd.
• Ludlow, R. & Panton, F. (1992). The Essence of Effective Communications. New
Delhi: Prentice Hall of India Pvt. Ltd.
• Meyer C, D. (2021). Communicating for Results, Oxford University Press.
• Owen, H., David, D. & Dennis, T. (1999). Communication in Management. Gower
Publishing, Ltd.
• Quintanilla, Kelly, M. (2021). Business and Professional Communication. 4thed.
Sage Textbook.
• Raman, M. & Singh, P. (2012). Business Communication. Oxford University Press.
A.C. - 22.11.2022 Annexure - 4.01.42(A)-13 Scot, O. (2004). Contemporary
Business Communication. New Delhi: Biztantra.
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LESSON-2
BUSINESS REPORTS AND PROPOSAL
Ms. Tasneem Shehnaaz

STRUCTURE
2.1 Learning Objectives
2.2 Introduction
2.3 Proposals
2.3.1 Short and Long proposals
2.3.2 Solicited and Unsolicited proposals
2.3.3 Parts of a Proposal
2.4 Short Reports
2.4.1 Preparing Short Reports
2.4.2 Errors that could ruin your Report.
2.4.3 Format of a short report
2.5 Outline and Organization of Long Reports
2.5.1 Purpose of a Business Report
2.5.2 Types of Reports – of two kinds
2.5.3 Types of Reports according to their purpose and form
2.5.4 Terms of Reference
2.5.5 Outline of Long reports
2.6 Summary
2.7 Glossary
2.8 Answers to In-Text Questions
2.9 Self-Assessment Questions
2.10 Suggested Readings

2.1 LEARNING OBJECTIVES

After studying this chapter students may be able to understand: -
• Understand what proposals are.
• Know when and how to write short and effective business proposals.

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• Understand reports and the different types of reports.

• Know when and how to write short reports.
• Learn how to write an outline of a long report.

2.2 INTRODUCTION
1. Business communication not only requires writing letters, emails, inter-office documents
(like memos, office orders, circulars etc.) but also preparing proposals and reports. Can you
think why we need to write proposals in a business context?
2. A business report is somewhat similar to the report you may have prepared of an event, like
the college annual day. Think of the differences between the two kinds of reports.
As you go higher up in an organization, you may be asked to write winning business proposals
or short/detailed business reports. You may even be able to ask others/subordinates to write
them. Whichever the case may be, you need to know the correct format and manner of writing
them. You need to remember the acronym RAP, which stands for Research, Analysis and
Presentation. These are the 3 stages of proposal/report writing and will be discussed in this
unit.

2.3 PROPOSALS
There are 2 kinds of proposals– research proposals and business proposals. The former is used
in academic institutions and the latter in business organizations. We are going to deal with the
second kind of proposals. It is useful to know and remember that proposals are formal
documents and can be classified into long or short and solicited or unsolicited proposals.
2.3.1 Short and Long proposals
A short proposal is usually written by a single person who must decide what to write, how to
write it, develop and prepare it on her/his own. On the other hand, a long proposal may have
up to 30 writers, all of whom have to collaborate, decide what and how to write it, and then
hand it over to another set of people who will illustrate and publish it.
2.3.2 Solicited and Unsolicited proposals
When a customer wants something that is difficult to obtain, s/he resorts to writing a request
for proposal or RFP, which will specify her/his requirements. When the concerned company
sends a response to such a request, it is known as a solicited proposal. It should be prepared
according to the customer’s needs. All information about the product/service required along
with deadlines of delivery should be given in such a proposal.

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When a company sends a proposal to customers even though the latter may not have asked for
it, it is known as unsolicited proposal. Such a proposal should be able to persuade and
convince the reader/committee of the company’s capability and credentials.
2.3.3 Parts of a Proposal
1. A Cover letters
• should be addressed to the customer (person or company) and speak of the
services/solutions/products you wish to provide
• should include the title of the proposal, name of the representative with
designation, signature and date
2. A Title Page
• should have the proposal title.
• should give the name of the person/company to whom the proposal is being
submitted
• should include the name of person submitting the proposal and date.
3. An Executive Summary
• should state briefly the objectives of the proposal
• should mention process/procedures to be followed.
• should set forth deadlines of the project.
4. A Table of Contents and List of Figures
• This is included in long proposals and short ones do not have them
5. An Introduction
❖ Should state purpose of sending the proposal in the following manner:
• To provide …
• To recommend …
• To offer …
• To bid for …
• Should indicate that you have understood the customer’s
requirements/problems.
• Should explain how you hope to fulfil/resolve them
• Should specify the scope of the project.
• Should include a list of names of people who will work on the project along
with a brief resume of each. This is usually a part of long proposals.

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6. A Background
• Will describe work done on previously completed projects.
• Will state how you plan to tackle this project given your experience of completing such
projects.
o Short proposals do not contain this category.
7. Procedures
• Will outline your plan of fulfilling the requirements of the customer.
• Will describe the work you would be doing under the project
• Will draw up a timetable for executing the project.
• Will specify the product/services you are offering.
8. Equipment and Facilities
• Will explain which facilities you want from the client
• Will provide important facts and figures of things needed for the project
9. Management Plan
• Will state how you will organize work.
• Will list with date the milestones to be met.
• Will detail how resources will be distributed (include a ‘budget justification’)
• Will present a budget, if the customer wants it.
10. Appendices
• Will consist of any additional matter you wish to highlight like letters of recommendation
by other satisfied customers, or adding some visuals, graphs, illustrations. Short
proposals usually leave out this category.
A short proposal contains a letter of transmittal (this is like a cover letter written in response
to an RFP), an executive summary and a body describing the products/services offered, terms
and conditions, and allocation of resources.
While writing a proposal, think of who the customer is, what s/he wants, why you are better
than other players in the field, what you want to offer to your client/customer, how you will
deliver it, where and when will the project commence and be completed. Remember to
write in a clear logical manner on good quality paper.

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2.4 SHORT REPORTS

The functions of a report are as follows:
➢ Informational functions include.
• Supervising and regulating organizational processes
• Executing policies
• Adhering to legal, procedural and regulatory rules
• Creating records for references in the future
➢ Analytical functions include.
• Furnishing background details for decision making
• Using survey reports to convince others by providing informative and evaluative
knowledge.
Remember
• Use the past tense in writing a report as it is usually prepared after an event.
• A report is usually solicited, that is, someone asks for it to be prepared
• Use a formal tone as it is part of upward communication
• Always end a report with conclusions, recommendations, suggestions etc.
2.4.1 Preparing Short Reports
A short report is usually under 10 pages and has 3 basic subheadings - introduction,
investigation and conclusion. The 5-step approach for preparing a report is:
• First step – Plan the different headings of your report keeping in mind the ‘terms of
reference’ or the purpose of the report
• Second step – Research can be primary or secondary. When you collect data needed in
preparing survey reports, it is called primary research. When you use studies led by
others, it is known as secondary research. However, you must remember to
acknowledge/cite your sources, else you will be accused of plagiarism or stealing other
people’s ideas.
• Third step – Draft the report according to the plan in step 1. Be careful in organizing
your data logically so that you can arrive at some conclusions or recommendations.
• Fourth step – Edit and revise your report before turning it in so that it reads clearly and
objectively. Include visuals/graphs/charts/figures etc. if they help in substantiating your
claims. Proofread it for spelling or grammatical errors.

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• Fifth step – Conclude by stating how you have met the objectives of the report by
providing an interpretation of the data given in it. If asked for, end the report by
including recommendations or suggestions.
2.4.2 Errors that could ruin your Report.
• Lack of Objectivity – Try to see both supporting and contradictory claims.
• Generalizing too quickly – Making uninformed judgments without adequate proof
• Non-disclosure of necessary facts or premises – hiding important facts
• Creating either/or alternatives – and not allowing other option to come in.
• Believing in false causal relationships – thinking that X is responsible for causing Y
because X came first.
• If you have proven what you wanted to prove – you start with the belief that your point
has been proved.
• Belittling other people and their ideas by working on popular prejudices – creating a
bad impression about ideas you may not like
2.4.3 Format of a short report
This is of 2 types – the memo style and the letter style of report.
Example of a Memo style Report: Block format
TO : Mr. Santosh Seth
FROM : Peter Topno
DATE : February 7, 2008
SUBJECT : Report on Staff Overtime for January 2008
As per your instruction, I have computed the number of overtime hours put in by the staff
members of the different sections and the overtime allowance due to each one of them.
Staff Hourly No. of Total Total
Wage Occasions Hours Payments
1. Rajan Rs. 50 6 6 Rs. 1800
2. Netar Rs 60 8 10 Rs. 4800
3. Rohan Rs. 80 4 7 Rs. 2240
4. William Rs. 80 5 4 Rs. 1600
TOTALS 23 27 Rs. 10440

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The total expenditure incurred on overtime is likely to go up further by about 60% in the next
two months as we move towards the end of the financial year and the target deadlines have to
be met.
Example of a Letter style Report

15, Aspiration Towers

Gurgaon, Haryana 123456
INDIA

February 5, 2008
Dear Mr. Tata
Sub: Feasibility of CFL Lamps for Bundi Palace Hotel, Bundi: A Preliminary Study.
We have conducted a feasibility study for the use of CFL lamps at Bundi Palace Hotel in Bundi.
The hotel is a heritage fort spread over 35 acres. The ancient palace has been turned into a
luxury hotel for the past 20 years. The clientele is largely foreign tourists who want to
experience the unique culture of Rajasthan.
Bundi Palace has some very beautiful frescoes painted on the walls dating back from the 19th
century. Unfortunately, these have faced a lot of damage from poor maintenance. The lighting
used in the last few years is also responsible for the fading of the paintings.
Our survey around the hotel and these painting galleries shows the usefulness of our lamps both
indoors and outdoors. Not only will it reduce the power bill but also improve the quality of lighting
inside the galleries without the consequent damage caused by filament bulbs. We are of the firm
opinion that a technical study be conducted to assess the areas of switchover to CFL.
Meanwhile we are in the process of charting out a detailed study of the different areas so that
we may list out the types and volume of lamps that could be supplied.
Do let us know if any further matter needs to be enquired into.
Yours sincerely
(Ratna Malik)
Sr. Sales Manager

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IN-TEXT QUESTIONS
1. RAP stands for:
a) Research Agenda Proposal b) Research Analysis Presentation
c) Research Agenda Presentation d) Research Analysis Proposal
2. Which of the following is not a part of a proposal?
a) Cover letter b) Title page
c) Introduction d) None of the above

2.5 OUTLINE AND ORGANIZATION OF LONG REPORTS

2.5.1 Purpose of a Business Report
• To provide background details of situations/problems, what actions were taken or what
were the results of an investigation, in order to help the management to take certain
policy decisions.
• To justify policies and actions/decisions taken in conflicting situations
• To provide information about the progress and activities of a company, its future and
problems
2.5.2 Types of Reports – of two kinds
• Formal reports – contain all important and necessary parts of a report.
• Informal/Semiformal reports
2.5.3 Types of Reports according to their purpose and form
• Routine Reports – are prepared on printed forms and submitted on a regular basis.
• Internal and External Reports – the former is used within the organization and is less
formal in tone than the latter which is sent outside the organization and therefore more
formal in nature
• Short and Long Reports – Short reports could be 10 pages or less while long reports
are more than 10 pages. The former focuses on one aspect of a problem and the latter
analyses the problem in detail requiring intensive research.
• Informational and Analytical Reports – These are classified based on their purpose
or aim. Informational reports merely set forth facts and figures without analysing or
interpreting them. Analytical reports detail problems and justify actions/decisions taken
by the management based on data interpretation.

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A) Informational Reports
These are of different kinds:
• Reports for Monitoring and Controlling Operations must be accurate and
honest. They describe problems and note achievements.
• Reports for Implementing Policies and Procedures provide straightforward
information.
• Reports for Complying with Government Regulations are prepared in response
to changes in government policies.
• Reports for Documenting Progress are progress reports that are submitted on a
regular basis.
B) Analytical Reports
The different kinds are:
❖ Problem Solving Reports contain information based on primary and secondary
research as well as a meticulous examination of the problem. They are used by the
management to frame policies and take/make decisions.
2.5.4 Terms of Reference
A report requires one person or a group of persons to prepare it. The person who has asked for
the report will also define its parameters in terms of scope, purpose, subject and deadline for
completing the report. For example, this could be written as,
To report on …(subject) …as requested by … (name and designation) on … (date)
Given the terms of reference, the writer(s) decides the plan and outline of the report. For this,
s/he must inquire into the problem, look for evidence, analyse them and then present her/his
observations, conclusions and offer solutions to the problem.
2.5.5 Outline of Long reports
The different parts are.
1. Cover Page –
• It has the title of the report, report number and date.
2. Title Page –
• repeats the report title, and provides more information like
• Title of report (short and clear)
• Name(s) of person(s) who prepared the report.
• Name(s) of person(s) or organization who commissioned the report.

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• Date of submission of report

3. Letter of Transmittal –
• It is like a preface to a book.
• It is written in first person using an informal style.
• It explains the different matters and problems dealt with in the report.
• It provides information about the scope of the project, the research methods used and
their findings, the conclusions drawn, the recommendations given and the limitations if
any, of the project. It also recognizes the help of persons preparing the report and
gratefully thanks those who gave them the opportunity to undertake the assignment.
4. Table of Contents –
• It outlines the structure of the report, about what has been covered in a sequential,
hierarchical manner.
• Different topics with page numbers are given for easy reading.
• The list of topics should be arranged in the same manner as they occur in the report.
• If there are many illustrations and visuals, they are listed separately.
5. Executive Summary –
• It occurs right after the table of contents.
• It provides a synopsis of the whole report right from the introduction to the conclusion.
• It gives a comprehensive overview of the report, and the reader can assess its
communicative aspect. Many a busy executive would rather read the executive
summary than the complete report.
6. The Actual report – has 3 parts, Introduction, Body and Conclusion.
• Introduction:
▪ It states the purpose of the report and the need to prepare one.
▪ It describes the terms of reference which includes the scope of the report, its
contents and problems faced, if any.
▪ It explains the different research methods used (like questionnaires, surveys,
fieldwork etc.) for fact finding, the kinds of sources used (whether primary or
secondary or both), and the tools/methods used for analysing data.
• Body:
▪ It gives details of the results of the investigation using different tools/methods.

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▪ It provides data in the form of visuals such as graphs, charts, tables etc. for better
comprehension.
▪ It is divided into many sections, and this is again divided into sub sections.
Appropriate headings are given to both sections and their sub divisions which use
the numbering system of decimals to differentiate between the parts. An example
of this is given below:
Section Headings 1 2 3
Sub-section 1.1 2.1 3.1
1.2 2.2 3.2
1.3 2.3 3.3
Sub-Sub-section 1.1.1 2.1.1 3.1.1
1.1.2 2.1.2 3.1.2
Sub-section of 1.1.1(a) 2.1.1(a) 3.1.1(a)
the sub-sub-section 1.1.1(b) 2.1.1(b) 3.1.1(b)
• Conclusion:
▪ It summarizes the main thrust of the report and gives recommendations based on
SWOT (Strength, Weakness, Opportunities, Threats) analysis.
▪ It also provides extensive details of the outcome of the inquiry/investigation.
▪ It responds to all questions raised in the beginning of the report.
▪ It describes problems encountered in achieving the objectives.
▪ It gives recommendations and states actions to be taken.
7. Appendix –
• It includes all information, copies of important documents and sample questionnaires,
data, surveys etc. used during research.
• All these documents must be arranged logically, numbered and given appropriate
headings.
• You should include only relevant materials.
8. Glossary –
• It is a list of all technical terms used in the report.
• These terms are arranged alphabetically.
• It functions like a dictionary as it explains all these terms.
• It also shows how technical terms have been abbreviated and how new terms, if any,
have been created

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9. Bibliography –
• It is a list of secondary sources used in preparing the report.
• All such sources should be acknowledged and cited in the following format (APA
style):
▪ First give the name(s) of the author(s)
▪ Then the date of publication in brackets
▪ After this comes the title of the work
▪ Then the place of publication
▪ Followed by the name of the publisher.
10. Index –
• It is a detailed list of names, places, terms, subjects etc. along with the page numbers
where they have been mentioned.
• This list is arranged in an alphabetical manner so that a reader can locate any topic with
its help.

IN-TEXT QUESTIONS
3. Routine reports are prepared annually.
4. Informational reports present facts and data with detailed analysis.
5. An executive summary is not a part of long reports.
6. The Introduction tells us about the purpose of the report, its terms of
reference and its research methodology.
7. Copies of documents, questionnaires and surveys used in preparing the report are
part of the appendix.

2.6 SUMMARY
The current chapter talks about the business proposals and their relevance. How different
business proposals can be prepared and what are the precautions one has to take while preparing
the business proposals. The chapter also talks about the business reports. There are different
typoes of buiness reports used for the different purposes. The chapter gives an idea about all
the sections we need to cover while writing a business report.

2.7 GLOSSARY
Proposal: A presentation of words to express an idea.
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Short Proposal: A short proposal is usually written by a single person who must decide what
to write, how to write it, develop and prepare it on her/his own.
Long Proposal: A long proposal may have up to 30 writers, all of whom must collaborate,
decide what and how to write it, and then hand it over to another set of people who will illustrate
and publish it.
Business Report: A business report refers to the collection of all the relevant information in
one document so that it can be easily accessed by the company.

2.8 ANSWER TO IN-TEXT QUESTIONS

1. B 5. F
2. D 6. T
3. F 7. T
4. T

2.9 SELF-ASSESSMENT QUESTIONS

Q1 Differentiate between short and long proposals and between solicited and unsolicited
proposals.
Q2 What are the parts of a short proposal?
Q3 What are some of the questions you should think of before writing a proposal?
Q4 Briefly list the functions of a report.
Q5 What are the 5 steps you should follow while writing a report?
Q6 Which errors should you avoid in preparing a report?
Q7 Your college has received 5 quotations from different companies for running the college
canteen. On behalf of the Head of Finance Department, prepare a memo style report
comparing the quotations. You have to include your recommendation with reasons why
the tender should be awarded to the selected company.
Q8 Your company wants to set up a new factory in the periphery of Delhi. Prepare a
feasibility report on behalf of your company.

2.10 SUGGESTED READINGS

• Bhatia, R. C. (2008). Business Communication. Delhi: Ane Books Pvt. Ltd.
• Bell, R. & Martin, J. (2014). Managerial Communication. Business Expert Press.

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Communication in Management

• Kaul, A. (2015). Effective Business Communication, 2nd ed. PHI learning.

• Lesikar, R. V. & Flatley, M. E. (2001). Basic Business Communication Skills for
Empowering the Internet Generation, New Delhi: Tata McGraw Hill Publishing
Company Ltd.
• Ludlow, R. & Panton, F. (1992). The Essence of Effective Communications. New
Delhi: Prentice Hall of India Pvt. Ltd.
• Meyer C, D. (2021). Communicating for Results, Oxford University Press.
• Owen, H., David, D. & Dennis, T. (1999). Communication in Management. Gower
Publishing, Ltd.
• Quintanilla, Kelly, M. (2021).Business and Professional Communication. 4thed.
Sage Textbook.
• Raman, M. & Singh, P. (2012). Business Communication. Oxford University Press.
• A.C. - 22.11.2022 Annexure - 4.01.42(A)-13 Scot, O. (2004). Contemporary Business
Communication. New Delhi: Biztantra.

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School of Open Learning, University of Delhi