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Informal Reports
Effective communication is the foundation of great leadership.Without it, plans, strategies, and dreams remain handcuffed to the boardroom table.
FRED JAQUES FORMER PRESIDENT AND CEO, DARE FOODS

Clear and direct communication has never been more important.Todays business executives have less time to analyze the information they receive and yet there is more risk inherent in the decisions they are making with it.
BEV PARK CHIEF FINANCIAL OFFICER, TIMBERWEST

LEARNING OUTCOMES
This chapter of Impact will help you to 1. understand the differences between informational and analytical reports; 2. effectively analyze the subject, audience, and purpose of your report; 3. decide when to use direct or indirect order in a report; 4. use different methods of organizing the body of a report; 5. develop strategies for overcoming writers block; 6. maintain objectivity in your writing; 7. develop effective editing techniques; 8. create and format headings and vertical lists; 9. design effective charts and tables; 10. recognize the emerging role of electronic reports.

Whether they are formal or informal, good business reports have a common quality: objectivity.The very word report suggests a vehicle not for opinion but for cool-headed reflection based on facts. In writing a report, you will be providing material on which other managers will rely to make decisions. They will want information and advice they can trust.

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They will also want a report that is easy to understand. Since managers have many demands on their time, they dont want to waste it sifting through an unnecessary clutter of details.Your job is to select and present the material in such a way that they can quickly grasp the essential features. Informal reports are more common than formal ones.They are usually shorter than formal reports, often only two or three pages, and they are more conversational, using frequent personal pronouns and contractions. (To recall the difference between an informal and formal tone, refer to Chapter 2.) An informal report also has a less ornate physical structure than a longer formal report. It is often written as a letter or memo, with the content divided into sections and subsections with headings.

DETERMINING THE PURPOSE

There are two main kinds of informal reporting, and the one you use will depend on your purpose in writing:

1. The Informational Report This simply gives the facts of a situation, often on a regular

schedule, for example, a monthly sales report. Some companies have printed forms for regularly scheduled reports, and the writer has only to complete the necessary information in specified categories.The details recorded on forms like these tend to be routine. As a consequence, the reader or readers may not really pay attention to the report, even though they are interested in having the information on record. Such a report may be filed rather than read. A way to prevent regular informational reports from becoming mere bureaucratic busywork is to change the emphasis from the routine to the exceptional. Exception reporting is a way of highlighting the information readers ought to pay attention to. It reports on the significant changes from the routinethe achievements and the trouble spots. report and the more challenging to write. It is a problem-solving report, analyzing a situation and recommending a certain course of action.The primary reason for such a report is to help others make a decision; the writer wants to convince the reader of the appropriateness of the analysis and the resulting recommendations or conclusions. Moreover, since presenting ideas or solutions is a harder task than presenting facts, the writer of an analytical report needs to take greater stock of the anticipated reader response in deciding how to organize the report.

2. The Analytical Report In both large and small businesses, this is the more common kind of

PLANNING THE REPORT

To make sure that a report is effective, you need to set aside a block of time for planning.Then when you sit down to write, you will have a firm idea of where you are heading and how you are going to get there. Chapter 2 discussed the kind of assessment you should always make of the reader and the reason for writing. Remember that its important to determine at the outset exactly what type of person you are addressing: consider the readers position, knowledge, concerns, and possible objections or biases. In the same way, you should decide the precise reason or reasons for writing the report, including the results you hope to obtain from it. If you spend some time on this assessment, you will find it easier to organize and focus your material. In turn, you will find the report easier to write.

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The next step is to work out in exact terms the subject of your study. In defining your subject, think of building a fence around a topic.What exactly are the boundaries of your discussion? What will be included and what will be left out? By being as exact as possible, you will create from the start a clear picture of the territory you are covering and make it easier to organize your analysis. For example, A Study of Cars is too vague, whereas A Cost-Benefit Analysis of Three Options for Company Cars is more precise.The subject might not be the eventual title of the report; the title might in the end be A Recommendation to Buy X as a Company Car. Nevertheless, defining the subject clearly will help keep the proportions of the study manageable and identify for potential readers the exact nature of the report. You dont want to spend time on areas of marginal importance or on details that the reader wont care about. For example, if you are asked to write a report on the kind of car the company should lease for its sales force, you will be wasting timeyours and the readersif you examine every kind of car available, from sports cars to luxury sedans. It is better to establish in advance the kind or price of vehicle worth considering seriously and then to analyze in detail the two or three most suitable options. You might also determine beforehand whether buying should be considered as well as leasing. Ordinarily a short report does not require a great deal of research. It is usually written by a person with expertise on the subject.Although the writer may have to gather some facts beyond his or her immediate knowledge, generally the information is the kind that can be collected with two or three telephone calls or a quick Web search. If you do have to do extensive research for an informal report, the next chapter offers some advice.

CHOOSING THE BEST ORDER

Two considerations will determine the best order for a report:

1. What is the most important information? For an analytical report, the most important

information is likely to be the conclusions drawn from the investigation or the recommendations for solving a problem. For an informational report, it may merely be a summative statement that generalizes from the facts or draws attention to the most important ones. In any case, construct a hierarchy of information or ideas; decide what matters most and what matters least.The information or ideas you select as being most important will become your key points. ports want to receive the information, even if it is routine. Similarly, most analytical reports are written at the request of a reader who will be interested in the conclusions or recommendations. In rare cases, however, the reader may be predisposed to reject your conclusions because of a personal bias or conflicting interests. A manager who dislikes change or easily feels threatened can be negative by habit. Predicting reader response is an important step in deciding how to organize your report.

2. What is the readers likely reaction? You can assume that readers of informational re-

DIRECT AND INDIRECT ORGANIZATION

1. Direct Order When the reader will be pleased or interested, put the key points before
your explanation of how you reached them.This is the best order for most business reports. For a short report, try following this sequence:

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Purpose Key Points (conclusions or recommendations) Discussion of Findings Unlike an essay, a report needs no final, summary paragraph. As with a newspaper report, the vital information is at the beginning and the least important details are at the end. (Make an exception if you are sending a short report to an outsider in letter form, in which case you can end with a goodwill close.)

2. Indirect Order For those occasions when the reader of an analytical report will be dis-

pleased or skeptical, follow the path of least resistance. Build gradually toward the conclusions or recommendations by following this sequence: Purpose Discussion of Findings Key Points (conclusions or recommendations) Now lets discuss what goes into each section.

ELEMENTS OF THE REPORT Purpose

Open with a short statement of purpose. At its simplest this may be a sentence that says, This report examines paper use in our office and recommends ways to reduce it. Or it can link purpose with recommendations: This report on paper waste in our office recommends a smart-card system to control printing costs. This statement can be worded differently if the subject line or title clearly reveals the aim of the report. If the method of obtaining information is importantif the recommendations are based on a survey, for exampleyou can include the method in the introductory statement.

Key Points
Most short reports have either conclusions or recommendations, depending on whether they are informational or analytical. In a short direct-order report, you can usually introduce these points in a concise paragraph linking them to the statement of purpose. If there are a number of recommendations or conclusions, list them with the most important first.You may also want to

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summarize the main findings that support the conclusions or recommendations. Sometimes you can indicate the main recommendation of a short report in the title, for example, Recommendation to Install Skylight in Reception Area. In this case, merely summarize the findings leading to the recommendation. You may find it easiest to write this section last, after you have completed the detailed discussion. It will then be obvious which points should be inserted after the statement of purpose.

Discussion of Findings
Here you show how the facts lead to the conclusions or recommendations.This is the most extensive part of the report and may have several headings. It can be organized in various ways, depending on the subject.The most common methods of organizing the body of the report are as follows:

Order of Importance
Here you simply follow the direct approach again. For example, if you have determined the different causes or effects of a problem, start with the most important one and give the details. For each point or finding, make a new section and heading. If the focus of your report is a list of recommendations, you can make each one the subject of a section.

Classification or Division
This method of organizing divides a topic into classes or component parts. Here are some examples:

A report on the environmental damage to fish in a certain body of water could classify find-

ings according to the different types of fish. A study of the recreational habits of people in an area might classify the target population according to age groups, income groups, or types of occupation. Alternatively it could be organized according to types of recreation. A marketing study for a new invention might be divided according to the traditional four Ps: product, promotion, price, and place. When classifying or dividing the subject

Do incorporate all relevant information within the categories you have devised. Dont let information overlap categories. For example, a classification of stores

shouldnt have small stores and department stores as two of the categories, since its possible to be a small department store. Dont put vastly different amounts of information in each of the categories. If one category has most of the information and the remainder have little, you should try to create different categories or to merge some of the small ones.

Chronological Order
This arrangement groups information according to time periods. It can be an effective way to report on trends, for example, the health problems of babies over the last 50 years or house construction needs for the next 20 years. It can also be the obvious choice for reporting a sequence of events or actions.

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Take care that you dont choose this order just because its easiest to arrange. Save it for situations where the sequence itself matters or a time frame makes the information easier to understand.

Spatial Order
Here the division is according to geography or location. This would be an appropriate order for reporting on individual branch offices or for analyzing buying trends in various regions.

Comparison
The best way to compare the merits of two or more options is to create an alternating arrangement. Use the criteria for judging them as the basis for division; then compare the alternatives within each section. For example, suppose you are investigating cars for a company fleet and comparing the two most likely cars on the basis of purchase price, maintenance record, and gas consumption.You can organize your findings this way: Point-by-point comparison: 1. Purchase price a) Car X b) Car Y 2. Maintenance record a) Car X b) Car Y 3. Gas consumption a) Car X b) Car Y Another way to organize comparisons is by parallel arrangement in which the various options are examined fully one by one. Block comparison: 1. Car X purchase price maintenance record gas consumption 2. Car Y purchase price maintenance record gas consumption This arrangement is not as effective, however, since the reader has to skip back and forth to determine relative merits. Use it only when the things being compared are so diverse that it is impossible to establish common criteria.

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WRITING THE REPORT Overcoming Writers Block

Some reluctant writers will do anything rather than put pen to paper.They put off the fateful moment with inventive delaying tactics. One such ploy is to do yet another round of research and to build up such an array of facts that more study is needed. Of course such unnecessary analysis only leads to further writing paralysis. If you recognize yourself in this description, take note that theres a better way.The cause of your reluctance to write is probably not laziness so much as fear that you wont do a good enough job. If this is the case, remember that few successful writers get their results by just sitting down and producing polished copy. Rather, they know how to rewrite, revise, and edit.You can follow their example by not aiming for perfection in the first draft; as soon as you have decided how to organize the material in the report, try to get it all down on the page as quickly as possible. Here are three methods experienced writers have found useful in preventing or overcoming writers block:

1. Dictating Some people find that they can overcome writing paralysis by dictating the first
draft. Speaking doesnt seem as formidable as writing.This method works best if you have already devised an outline for your report and have mostly to fill in the details of sections. You should be prepared to do some heavy editing of the transcribed draft.

2. Composing Onscreen This method is helpful even if you are not a good typist. Since its 3. Free Writing Start with the part of the report you understand best or find easiest to ex-

easy to change what you have writtento add, delete, or move whole sections aroundyou will feel less constrained by your wish to write a perfect first draft. plain and put your thoughts down as they come, regardless of order. Keep writing continuously without hesitating and correcting as you go.You might even begin simply by saying The point I want to make is . . . and continue from there.The aim is to get the writing juices flowing. If you dont stop until your thoughts run out, you may be surprised at the amount of material youve written.This method requires more revision than most, but at least you have something on the page to work from.

Whatever method you use, dont worry about your grammar or spelling as you write; simply keep working until youve got all the ideas and information down.When you have a draft in front of you, you will be over the major hurdle.

Writing Objectively
The opening sentence of this chapter states that reports should be objective.A report that is free of personal prejudice and subjective opinion will surely have more influence than one that is not.Yet its not easy to be objective, particularly if you have a special interest in your proposals or recommendations. Here are some guidelines that will help keep your reports as unbiased as possible:

1. Identify your assumptions. If you have assumed that some aspects of a given topic are not
worth discussing in the report, say so. If you have chosen to limit the topic, give the reason.

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For example, you may have decided to limit your study of possible company cars to two-door models, based on the assumption that the drivers would rarely have more than one passenger. By identifying your assumption, you demonstrate your thoroughnessyou have considered all possibilities and have fixed upon the most appropriate ones.

2. Substantiate your opinions. Your conclusions and recommendations should follow from
the facts. Personal opinion can have weight if the person expressing it is an authority on the subject, but in most cases opinion needs the support of evidence or explanation. Dont imply what you cannot prove. In using statistics, show the level of uncertainty for any calculated values if you can. If your findings arent foolproof, show where the uncertainty lies. tional tone. Instead of saying, Ergon Products experienced fantastic growth in sales last quarter, let the facts speak for themselves: Ergon Products had a 30 per cent sales increase during the fourth quarter.

3. Avoid subjective language. Words such as awesome or terrible have an overcharged, emo-

4. Be specific. As discussed in Chapter 3, concrete language is livelier than abstract language.

It can also be clearer. Although you neednt give specific details for every idea or fact you include in a report, you should try to be exact when referring to people, places, times, and amountsespecially when you think the information might be disputed:
After the press contacted plant personnel, it was reported that some of the storage equipment was faulty. After Globe reporter June Fisher called Harry Brown last Friday, she reported that two storage tanks had cracks. Plant management was involved in the safety discussion process. Jim Peters, the plant manager, and Helen Falt, the assistant manager, came to three meetings of the Employee Safety Committee.




Be especially careful with ambiguous phrases or words that can have more than one meaning. Terms such as windfall profit or downsizing can have various interpretations, depending on the reader.

EDITING THE REPORT

When you have finished the first draft, its time to take a break and forget about it for a while. Go to a movie or to the gym for a workout. Not only do you deserve a reward, but you will edit more effectively if you come back to the job refreshed.When you leave enough time before editing to forget what youve said, youll be better able to assess the draft.Youll quickly spot the weaknesses and confusing parts in your report when you go through it as a relatively detached reader rather than as a harried writer. The crucial guideline for editing is to put yourself in the readers shoes. Just as you anticipate the readers attitudes and expectations when you plan the report, so in editing you should check to see if youve adequately responded to them. Experienced writers are sometimes able to edit different aspects of their writing at the same time, but if you are not experienced, your revisions will be more effective if you work through your

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report several times.The best place to begin is with the organization of your material. First ask yourself these questions:

1. Is the report properly focused? Will the reader be able to state the central message in a
sentence or two? Does the choice and arrangement of detail point to this message?

2. Is the report complete? Has it addressed the readers concerns? Will the reader have
unanswered questions? Have I presented all the evidence and put it in a form that is easy to follow? If I have not been able to provide some important details, have I explained why?

3. Do the conclusions and recommendations fit logically with the findings? Are

the links between them explicit? Have I considered all the evidence fairly? Would the reader be able to reach a different conclusion from the same evidence? In other words, do my conclusions seem objective or do they reflect a personal bias? said? Could the reader misinterpret any part?

4. Are there any inconsistencies, contradictions, or ambiguities in what I have

Once youve addressed these higher-order issues, you can turn to the surface structure of your reportto the grammar, punctuation, spelling, and style. Most people find that editing onscreen is more difficult than editing on paper.The risk of missing errors seems to increase when you scroll through text on a monitor. For this reason, its usually a good idea to print a hard copy for your final proofread, as this will increase the likelihood that youll catch all errors and typos. Consider the kinds of mistakes you have made in past writing and do a special check for these. If your special weakness is joining sentences with commas, for example, run through the report looking only for these faulty splices. The advice in the Appendix of this book will help you spot grammatical errors and use punctuation accurately. Chapter 3 will help you improve your style. Underlying all your stylistic editing should be the three basic precepts of effective writing: be clear, be concise, be forceful.

CREATING VISUAL IMPACT

Although you may not judge a book by its cover, you are probably influenced by appearance.The same is true for a report. If it appeals to the eye, the reader will be more inclined to read it. Since you will want your reports not only to be picked up but also to be read through, they should have visual impact. Here are some ways to achieve the desired effect.

White Space
Dont cram your writing all together; leave spaces between sections and subsections. A densely covered page seems more formidable than one with spaces. Leave wide margins as a way of framing the text. If you want to give part of the report special emphasis, leave extra space around it, so that the white space sets off the black of the text.You can also use a different typeface or indent the text in that part of the report to make it stand out.

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Headings Make Headings Descriptive

Each section and subsection of a report should have a heading. Try to make headings high informationas descriptive and specific as possibleespecially in your discussion of findings. They should tell the story of the report so that a reader glancing through it will recognize the important points. In fact, descriptive headings often reflect key points. Notice the difference between the following sets of headings for a short report comparing brands of office carpeting: Low-information headings: a) Durability b) Cost c) Colour choice High-information descriptive headings: a) Brand X is most durable b) Brand Z is least expensive c) Brands X and Y have preferred colours Its not always possible to make every heading reflect a key point. Occasionally a heading that simply tells the nature of the content will serve well. For example, if you must have a separate section explaining how you conducted your research, it may be appropriate to call it simply Method. On the whole, though, the more descriptive the headings, the easier the report will be to read and remember. Descriptive headings are a decided advantage.

Keep Headings Short

Although complete sentences are often useful for headings, keep them short.

In the future, laptops will show a substantial decrease in price Laptop prices will drop

Make Headings Parallel

Since headings act as signposts, they should all be written in the same grammatical form.The following headings are not parallel because they switch from one type of grammatical structure to another:

Location Ordering supplies Hiring staff

The correct parallel structure is

Location Supplies Staff

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or, if more information is required

Five-year lease has been signed Supplies for first quarter have arrived Staffing has been finalized

Use a Numbering System

Its helpful, although not essential in a short report, to put numbers before the headings. Numbering lets readers easily refer to sections and it also shows the relative importance of sections and subsections.You can choose from several numbering systems.Two common ones use a combination of numerals and letters: I A 1 a b 2 B II B Increasingly, technical reports are using a decimal system: 1. 1.1 1.11 1.12 1.2 2. Whichever system you choose, be sure to use equivalent symbols for sections of equivalent importance. 2 b A 1 a i ii

Format Headings Consistently

If you look at a well-edited textbook or published report, you will notice that headings have different typefaces, depending on whether they introduce chapters, sections, or subsections. The varying positions of the headings also indicate their relative importance, although some reports keep all headings at the left margin. There is no single preferred system for formatting headings, but its important to be consistent. Figure 7-1 shows one of the more common systems.

Vertical Lists
As well as having visual impact, lists allow for quick comprehension.They emphasize that you are making a number of points and help distinguish one point from another.Whenever you can simplify material by using a list, do so.As a rule of thumb, try listing three or more consecutive items or ideas.

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Figure 7-1 Heading Formats FIRST-DEGREE HEADINGS Centred. Bold. All caps. Text is below. Second-Degree Headings At margin. Bold. Title case, with first letter of each word capitalized, except for articles or prepositions under four letters or hyphenated words. Text is below. Third-degree headings. At margin. Bold. Sentence case, with first letter of first word capitalized. Followed by a period. Text follows on the same line.

Fourth-degree headings are italicized and indented with no punctuation, as they form part of the sentence.

Conversely, if a list becomes too longsay, beyond six or seven itemstry grouping some of the items to make a smaller list. If you will be referring to any items in a list later in the report, number the items. If not, you can simply introduce each item with a dash () or a bullet (). Here are a few tips to consider when you are creating headings:

Capitals have more impact than lowercase letters, but text in all caps is hard to read because
there are no ascenders (for example, d or h) or descenders (j or y). Boldface is more emphatic than italics. Underlining is no longer used for two reasons: its difficult to read because it cuts through descenders; and it implies a hyperlink. Text in italics is harder to read than conventional typescript. Reserve italics for short headings rather than large blocks of print. Frequent changes of typeface create a cluttered look. Keep to two at most. Sans serif fonts such as Arial (with no extensions on the letters) are recommended for titles and headings.

Use parallel phrasing for all items in a list. Notice the difference in readability between the first list describing problems with some machinery and the two revised versions, which have parallel phrasing:  Non-parallel:

breakdowns frequent you will find service is slow costly spare parts frequent breakdowns slow service costly spare parts

Parallel (point form):

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Parallel (sentence form):

Breakdowns are frequent. Service is slow. Spare parts are costly.

Illustrations
Charts, graphs, diagrams, tables, and other illustrations clarify information and reinforce points. For best effect, design them so that they are simple and uncluttered. Provide a title unless the text immediately before the illustration gives its purpose. If the details arent self-explanatory, clearly label each part or axis. In a report on scientific or technical matters, where quantitative precision is vital, include error bars () if you can. When the information is important, integrate the illustrations with your text; when it is supplemental, put it in an appendix.All visuals should be numbered and referred to within the body of the text, for example, Figure 1 or Table 3. The term figure includes all illustrations except tables. Explain in the text the main point of any illustration, so that the reader will know why it is included. Charts and graphs have greater visual impact than tables and are often preferable. Different kinds suit different purposes:

1. A line chart or graph (Figure 7-2) is the simplest way to show changes over a period of

time, for example, trends in sales or fluctuations in the real estate market. In devising a graph, be sure to use a scale that will distribute the data points over the total area. Put quantities on the vertical axis and time values on the horizontal axis.Try to shape the dimensions of the graph to give an accurate visual impression of the extent of change.

Figure 7-2 Line Chart

Profits 2007: Actual vs Projected

110 100 90 80 70 60 50 40 30 20 10 0 Feb June Jan Mar Apr May July Aug Sept Oct Nov Dec

Dollars (millions)

Actual Projected

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2. A bar chart (Figure 7-3) is best for comparing facts at a fixed point in time, such as the

comparative training costs of several divisions within a company.The bars can be horizontal or vertical (also called a column chart), depending on the range of data. Bars can also be segmented (stacked) to show different parts of the whole. As with a line chart, a bar chart should use a scale that allows the data to spread over most of the total area. parts that make up a wholefor example, the percentage of sales or the share of profit for each department in a store.The example in Figure 7-4 is an exploded pie chart, which separates a particular value from the pie for emphasis.The chart also includes data labels giving the percentage for each item in the series. organizing and presenting different types of information that might include a combination of text, numbers, and graphics. Stock reports, mortgage rates, and student demographics are often illustrated in tables.

3. A pie chart (Figure 7-4) emphasizes proportions. It draws attention to the relative size of

4. A table (Figure 7-5) is a grid consisting of rows and columns.Tables are an effective way of

Reports can use other kinds of illustrations, from flow charts to pictographs to cartoons. Some reports use traditional charts and graphs creatively, changing the shapes to suit the topic. For example, a pie chart in the shape of a light bulb could be used to show an electrical companys sales information. Whatever type of illustration you choose, be careful not to distort the data you are communicating. Charts and graphs can easily mislead by the spread of distances or shapes. For example, a graph may exaggerate a trend by truncating the datathat is, by showing only the part of the scale when there was great change and leaving out the time when there was little. It can also underplay a change by

Figure 7-3 Bar Chart

Condominium Construction Spending

700 600 Millions of Dollars 500 400 300 200 100 2004 2005 2006 2007 City Core Suburbs

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Figure 7-4 Pie Chart

Percentage of Sales by Region, 2007

15%

32%

Toronto Montreal

22%

Halifax Vancouver Calgary

12%

19%

spreading the distance between points. Notice the different effects of the graphs in Figure 7-6, despite the fact that they are based on identical data. Since illustrations can lie just as much as statistics can, take care that the material you represent visually gives as accurate an impression as possible. Figure 7-7 is a short, informal report using memo format. It uses the direct approach, with the conclusion included in the introductory paragraph.The use of bulleted and numbered lists, a table, and first- and second-level headings structure the information and highlight important points, making the report easy to read and understand.

Figure 7-5 Table

Seats Sold at City Theatres

Facility City Centre Centennial Hall Princess Theatre Tri-Plex Seat Capacity 720 950 550 1 000 Sold 2006 60% 45% 64% 28% Sold 2007 62% 47% 63% 33% % Change +2 +2 1 +5

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Figure 7-6 Distorting Data

Dollars in Millions 100 90 80 70 60 50 40 30 20 10 0 J F M A M J J A S O N D

a) Data spread out to de-emphasize change Dollars in Millions 55 50 45 40 35 30 25 20 15 10 5 0 J F M A M J J A S O N D b) Data compressed to emphasize change 20 S O N D c) Partial data to emphasize downward trend 30 35 45 50 Dollars in Millions

40

25

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Figure 7-7 Short Informal Report (Direct Approach)

TO: FROM: DATE: SUBJECT:

Ron Miller John Stone December 5, 2006 Recommended Location for New Office

As you requested, I have investigated several locations for our new office, including suburban and midtown sites. The space at 10 Civic Square in Mississauga is, I think, the best available location. My search was based on the assumption that we wanted to lease about 1 500 sq. ft. in an existing office building. The main criteria for selecting the Civic Square location were: a) Cost b) Accessibility c) Quality of the building With the help of Gil Gordon of Royal Realtors, I narrowed the initial possibilities down to two: 10 Civic Square in Mississauga 451 Price Street West in midtown Toronto

Both of these meet our basic requirements. 1. Mississauga Costs Less The low cost of leasing space in Mississauga as compared with midtown Toronto is a major reason for selecting that area. The net rental cost is $50/sq. ft. in Mississauga as compared with $100 in Toronto. Operating costs (maintenance, taxes, insurance) are similar ($10/sq. ft. in Mississauga as compared with $12 in Toronto), but parking for 10 cars is considerably less in Mississauga ($360 per car as compared with $600 in Toronto). Annual Leasing Costs Net Rent Civic Square Price Street $ 75 000 $150 000 Operating Costs $15 000 $18 000 Annual Parking $3 600 $6 000 Total Cost $ 93 600 $174 500

Since a long-term lease is better than a short-term one, the four-year lease available for 10 Civic Square, as compared with the three-year lease at Price Street, is a significant benefit.

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2. Mississauga Is More Accessible Since our present location is in the west end of Toronto, many of our employees live in that area. Other things being equal, it is sensible to choose a new location in the west rather than the east or north end of town. Moreover, since many employees are living even further west in the suburbs, owing to the cheaper housing, Mississauga is a reasonable area in which to locate. a. Public transportation. Being close to good transportation is important for employees without cars. Since the Price Street location is within a threeminute walk of the St. George subway station on the Bloor Street line, it is easier to reach by public transportation. However, Civic Square has good bus service, making it an acceptable alternative. Car transportation. Both locations are on major roads and have ample parking facilities. Civic Square has easier access than Price Street to major highwaysthe Queen Elizabeth Way and Highway 401. It is also closer to the airport, a further advantage to some of our sales people and clients. Driving from Toronto to Mississauga in the morning and back to Toronto at night would be faster than the reverse route because of the much lighter traffic.

b.

3. Civic Square Building Is Superior The attached pictures give some indication of the superior quality of the Civic Square building. a. Office space. The space available in both buildings is suitable for our offices, with good lighting and air conditioning. Both would need some changes in the partitioning walls as well as new carpeting. Civic Square has vertical blinds on all windows. The space we require (1 500 sq. ft.) would take up one-half of the eighth floor at 10 Civic Square one-third of the tenth floor at 451 Price Street b. Quality of the building. The 15-storey Civic Square building is the more attractive and well-appointed of the two possibilities. It is only five years old and in excellent shape. The lobby is spacious and well decorated, the four elevators are fast, and the washrooms are large and clean. The 20-storey Price Street building is larger and older, having been constructed 30 years ago. Although it is clean and has a large front lobby, it leaves an impression of relative dinginess. The lobby and halls are dark and the floor tiles are worn in spots. The four elevators are slower than at Civic Square and are less well maintained. All of these factors make the Civic Square location in Mississauga a logical choice for the new office.

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Internet Issues
Although paper-based reports are still common, sending and publishing reports electronically is on the increase.With rapid developments in digital media, electronic reports are a quick and inexpensive way for companies to make information available to clients, investors, and the general public. There are a number of different methods of sending or publishing a report electronically: E-mail programs are not always able to read formatting features created in another program, with the result that documents such as reports can end up looking very muddled.You can avoid this problem by sending a short e-mail message and attaching your report as a word processing or pdf file. Intranets, electronic networks within a single organization, are making it possible for employees to publish their reports in an electronic environment. If you are writing an online report, make sure to use a screen design that will enable your readers to skim the content and quickly find the information they need. Web-based reports are an emerging feature on company Web sites, which often contain links to informational or annual reports.These are often uploaded to the site as pdf files so that the look and design of the original is retained, but the Web is also an excellent medium for graphics, colour, and animationimpressive and effective public relations tools. Here are some guidelines for writing online reports:

1. Use features of page layout and typography that are easy to skim. Headings, vertical lists, bold fonts, short paragraphs, and borders all help your readers pick out important pieces of information and find what theyre looking for.

2. Remember that online readers often dont scroll down through a long page.
Instead of putting everything on a single page, use links and image maps to take readers to additional information.

3. Remember that readers scan electronic documents. They dont stop to analyze and
reread the way they do with paper documents.Write in a minimalist style with short paragraphs and clear, concise points to keep your reader from clicking away to something else.

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1. Decide whether you would choose the direct approach or the indirect approach for reports in each of the following situations: a) You are halfway through a landscaping job at a summer resort, and the absent owner calls you to request that you send him a brief report on what you have done. b) After a lot of employee complaints, you have persuaded a reluctant boss to let you look into the matter of staggered work hours. You find that staggered hours would improve employee performance and morale, and you are going to recommend them. c) Your boss has asked you to investigate factory safety procedures and suggest ways to improve them. d) The sales manager has asked you to compare two possible choices for company cars for the sales force. You know he favours one, but you think the other is more suitable. e) You think your companys handling of customer relations could be improved, and you have some simple, inexpensive suggestions. You decide to write an informal report and send it to the customer relations manager. 2. You have been asked to investigate photocopiers for your office and prepare an informal report for your boss. You discover that the Beta brand costs no more than the Copyking but produces faster copies. The copiers take up the same space. On checking further, you learn that both copiers are reliable. Copyking appears to have a slightly better service record than Beta because the response time to requests for service is faster. Assess the following headings for your report. Are they effective and clear? How could you improve them? Consider weaknesses in the division and order of the sections as well as in the actual phrasing of the headings. 1. Beta a) Cost b) Space Requirements c) Speed of the Machine d) Reliability e) Service Record 2. Copyking a) Cost b) Space Requirements c) Speed of the Machine

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d) Reliability e) Service Record 3. Since the office you work in is too crowded, the manager has asked you to assess the physical environment of an open-plan office occupying an entire floor in an old, downtown building. You discover that, although the space is big enough, it is very noisy because it has no carpets or soundproof tiles. Lighting is poor in some areas. In winter, the building is sometimes too hot and sometimes too cold. In summer, the window air-conditioning units are inadequate. Since your manager has said that she doesnt want to spend a lot of money renovating, you conclude that the office is unsuitable. a) Write the subject headings and key points for the report. b) Write descriptive, high-information headings for the detailed discussion of your findings. c) Write a complete informal report (add details if you like). 4. Determine what sort of illustration would be most suitable to display the following kinds of information. Create an illustration for one or two of them. (Establish with your instructor whether you can invent the data.) a) The number of full-time and part-time students in the last five years at your institution b) The number of defence dollars contributed to NATO by each of its partners last year c) A comparison of features, costs, and mileage for the three best-selling pickup trucks in Canada d) The number of students enrolled in (i) colleges and (ii) universities in each of the provinces and territories in the last year e) Stock prices of three leading oil companies over the last four months f) Unemployment and inflation rates in Canada, the U.S., Britain, and Japan during the last three years g) A breakdown of expenditures of four leading charities h) A comparison of the number of employees in the four largest departments of the provincial government 5. Rewrite the following paragraph, using descriptive headings and lists. Our buyers have now completed their monthly visit to branch stores across the province. Their buying decisions and suggestions reflect their observations about sales trends. They noticed that childrens wear is selling well in all stores. They will have to restock playwearspecifically overalls and T-shirtsfaster than anticipated. Clothes for children in all-cotton materials are more popular than they have been for the last five years, and buyers have ordered more heavy cotton clothes for fall. Sales for our line of cotton childrens wear are up 10 per cent this year. Of course, cotton clothes for adults, both men and women, continue to

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be popular in these summer months. In the womens fashion section, summer skirts and dresses have lower sales than at this time last year, probably because of cooler weather. The buyers want to immediately discount these summer items by 30 per cent in order to move them before our fall line comes in. They have also decided to increase our order of the Leslie line of lingerie. This luxury line is moving faster than the others. In menswear, overall sales figures are on target, and buyers plan to continue our normal volume of purchasing. Wool sweaters continue to outsell acrylic. The only shift in our buying patterns will be an increase in natural fabric pants instead of polyester. 6. Clients made the following comments to a travel agency after a charter flight and package tour to a southern holiday resort. In small groups, organize this feedback into a clear outline that includes all comments without overlap. Put the outline on a flip-chart sheet or transparency. Compare your outline with those of other groups.

Rooms were not ready when tour group arrived. Baggage was misplaced by airline. Dining room had lineups. Hotel food was excellent. Tennis courts needed new nets. Swimming pool had no lifeguard. Rooms were small. Tennis instructor was excellent. Hotel-run tours of the area were overbooked. Checkout procedures were inconvenient and slow. Dinner menu had too few choices. Hotel manager made us feel welcome. The airline served no meal on the five-hour flight. Flights were delayed for more than four hours each way. Some dining staff were inattentive or unfriendly. Tour guide was well informed and helpful. Swimming pool should have some adults-only hours. Hotel floor show was very entertaining. Group tennis instruction was overpriced. Most of the exercise bicycles didnt work properly. Spa package was well worth the extra price. Golf course was uninteresting and in poor shape.

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7. The registrar, Dr. M. J. Cole, wants to make your college as accessible as possible to people in wheelchairs and scooters. You have been asked to write him an informal informational report on the colleges facilities for disabled students. You are to consider such factors as

parking spaces close to buildings exterior ramps elevators to upper floors space for wheelchairs and scooters in classrooms, cafeterias, and the library accessible washroom facilities emergency exit procedures

Write the report. 8. Helen Layton, dean of students at your university, wants to find out about the quality of student life. Since she has come to know you during your time at the university, she asks you to write her a short informal report in which you assess one of the following: food services, health services, athletics, social activities, or any other area you want to discuss. Dean Layton says you do not need to do any formal research but should simply base your assessment on your own experiences or those of your friends. Write the report. 9. You have been appointed assistant to the president of Dominion Merchandise. One of your first jobs is to advise your boss, Arthur Sloane, about gifts for the sales team. They should be under $200 each and will be presented at the annual dinner. You are to choose two or three possible gifts that would appeal to a variety of men and women of different ages, and then write an informal report to Mr. Sloane in which you compare them and recommend which to buy. Write the report. 10. Your employer, Tiny Tim Ltd., a large and successful manufacturer of childrens furniture, donates money to many charitable causes. The company has decided that, rather than giving small amounts to many charities, it will give half of its donations budget each year to a single charity with which it will become more closely identified. As a young management trainee with the company, you have been asked to select three worthy charities in the field of health, to describe their needs and the relative merit each might have as the special company charity, and to recommend one of them. Write an informal report to John de Wit, head of the Donations Committee. 11. As part of its community relations effort, the company you work for, Harkness Insurance, plans to participate in the communitys Lets Be Beautiful campaign. The company wants to sponsor some low-cost visual improvements to aspects or areas of the community. The director of Public Relations, Ann Medhurst, has asked you to investigate and recommend some suitable projects, with the total cost not exceeding $25 000. Write her an informal report in which you describe two potential projects, giving some estimate of the time and cost required for each.

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12. Oriole Food Products has recognized that profits for its Tastee Treat line are declining. The vice-president of Marketing, Al Fisk, has asked you for advice from the Sales Department. Departmental figures indicate that Tastee Treat sales have shown no increase for the last three years and that last year sales declined by 5 per cent. Trends in market share have remained constant for five years; sales declines are not the result of increased competition. A recent analysis by the Sales Department also shows that 70 per cent of Tastee Treat buyers are at least 50 years old. At a Sales Department meeting you have called to discuss the sales decline, several people suggest that the product could be repositioned for a wider market. Since it is a milk-based product, it could also appeal to younger women who want a high-calcium diet. Someone also suggests that the product could be altered slightly to include vitamin D, which helps the body absorb calcium. The addition would cost little but would increase the product appeal to health-conscious younger women. There is general agreement that the packaging could also be changed to give the product a more upbeat image. You and your department anticipate an increase in sales as a result of these changes. You also think that an aggressive advertising campaign will be required to generate awareness of the product among younger women. Just as the meeting is about to finish, one member of your department suggests a promotional link with the annual Womens National Marathon. You think this suggestion has potential and is worth exploring. Here is your task: a) In small groups, create and organize headings for the report you must write for Al Fisk. b) Either write the report individually or make a group presentation to the class. 13. You are the administrative assistant at the new Kingston branch office of Tech Edge Consulting. You report directly to the branch manager, Betty Miller, who in turn reports to the manager of the head office in Ottawa, Elizabeth Mercedes. Tech Edge Consulting is a national firm, and the Kingston branch was established four weeks ago. It is now time for a progress report to be sent to Elizabeth Mercedes, and Betty Miller asks you to write it. To date you and other members of the Kingston office staff have devoted most of your time to the routine chores involved in opening a new office. You rented a suite of three offices and a reception area in the Falcon Arms building at 900 Princess Street. The rent is $3 000 per month. You also ordered and recently received a shipment of office furniture consisting of the following: six desks at $800 each; six swivel chairs at $650 each; computer equipment

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totalling $15 000; five metal file cabinets at $200 each; four bookcases at $225 each; miscellaneous items (stationery, supplies, etc.) in the amount of $1 500. During the second week of operation you and Ms. Miller interviewed a number of applicants for the position of secretary/receptionist. Your initial advertisement in the Whig-

Standard cost $375. You received 78 applications for the position. You then created a
short list of 12 applicants, each of whom you interviewed. Four applicants were then recalled for second interviews. You subsequently hired Denise Ehring, a college graduate with several years of related experience. Her salary is $2 800 a month. This is the specified rate of pay for secretary/receptionist positions. The salary for an administrative assistant is $3 500 a month; branch managers receive $4 800 a month. In order to create a high profile in the Kingston community, you placed ads in both the

Whig-Standard and Kingston This Week announcing your new location. The costs were
$375 and $250, respectively. A real bonus for the company was a feature story in the Whig-Standard about Ms. Miller and her status as a manager with a large national corporation. This has attracted a lot of attention to the new branch office, and you decide to attach a copy of the article for Elizabeth Mercedes. During your third week of operation, Betty Miller visited Queens University and interviewed several members of the faculty from the School of Business. The purpose of these interviews was to attract people with outstanding credentials to do some consulting work for the company on a contract basis. Ms. Miller has obtained a commitment from three faculty members who are interested: Dr. W. W. Thomas, a marketing consultant; Dr. Jennifer Leamington, a specialist in human resources; and Dr. Eric Silva, a labour relations consultant. Ms. Miller also has the names of certain members of the business community with outstanding qualifications in total quality management and organizational behaviour. She is in the process of calling on them now at their places of work in order to create a more extensive list of experts she might employ in the future. During your fourth week of operation, Betty Miller visited the Kingston Chamber of Commerce and began compiling a list of possible clients for Tech Edge. She has received an expression of interest from one client, Charles Manning of Godfrey Associates, who wants help with a project deadline in April. Betty Miller is currently confirming details of the contract with Mr. Manning, and several other local businesses have expressed interest in your consulting services. Costs for your first month of operation include telephone, $205; Internet, $55; cleaning, $78; security, $95; and hydro, $175. Include this information in a short informal progress report that you will send to Elizabeth Mercedes.