Write Less, Say More Technical Writing Skills for Clerks 2016 - - PowerPoint PPT Presentation

Write Less, Say More

Technical Writing Skills for Clerks

2016 Clerks Certificaiton Institute October 27, 2016

Chris Robinson Vice President, Wilkes Community College

“The difference between the almost right word and the right word is … the difference between the lightning bug and the lightning.” —Mark Twain “There’s not much to be said about the period except that most writers don’t reach it soon enough.” ― William Zinsser, On Writing Well: The Classic Guide to Writing Nonfiction “Not that the story need be long, but it will take a long while to make it short.” – Henry David Thoreau

Agenda

a) Overview b) Plain Language/Writing—What is it? c) Essentials of Technical Writing a) Process b) Understanding your audience c) Grammar and Spelling d) Applying it to your work d) Writing for the Digital Age e) Wrap up and questions

How does this affect my job?

“One of the clerk’s most important statutory duties is to prepare the minutes of governing board meetings and maintain them in a set of minute books. The powers of a city or a county are exercised by the city council or the board of county commissioners, and the minutes of the governing board’s meetings are the official record of what it does.”

• A. Fleming Bell, Popular Government, Vol. 61, No. 4, p. 22, Summer 1996

What is plain language? "A communication is in plain language if its wording, structure, and design are so clear that the intended readers can readily find what they need, understand it, and use it.”

• -Center for Plain Language

What is plain writing? Communicaiton that readers can understand the first time they read it!

What plain language is NOT

Plain Language is NOT:

• Uneducated, folksy or whimsical writing
• Stripped down language
• Imprecise
• Something that lawyers won’t go for
• EASY

Why use plain language?

Why we write…

• 1. To convey ideas and thoughts to our audience
• 2. To document actions
• 3. To answer questions or concerns
• 4. To call to action like-minded people
• 5. To explain operations, decisions and other details.

Why we write…

• 1. To convey ideas and thoughts to our audience
• 2. To document actions
• 3. To answer questions or concerns
• 4. To call to action like-minded people
• 5. To explain operations, decisions and other details.

The Communication Process

Planning Writing Revising

• Audience
• Style
• Information gathering
• Organization/Format
• Rough Draft
• Clarity/Brevity
• Grammar
• Word Choice
• First Draft
• Editing
• Proofreading
• Revising
• Final Draft

The writing process

The elements of planning

Who is your audience? What information is needed? Where are you most comfortable writing? When is your completion deadline? Why are you writing? Your purpose? How do you present in the best format for the audience?

Understanding your audience

The 3 Audiences of Business Writing

• Internal—Collegial style, personal but professional
• External (specific audience)—Formal, with specific

vocabulary and industry-related jargon that will be understood.

• Public—Formal, with vocabulary at an appropriate reading

level and jargon free.

POP Quiz

List three group that you commonly write to or for. What do they have in common? What are their differences?

Identify your audience

• Who is my audience—internal, external, public?
• What does my audience already know about the subject?
• What does my audience need to know?
• What questions will my audience have?
• What’s the best outcome for my agency? What do I need

to say to get this outcome?

• What’s the best outcome for our audience? What do I

need to say to get this outcome?

POP Quiz

Take one of the three audiences you identified previously and answer the audience questions. How will that impact your writing for that audience?

The public reading level

• The average adult reads at the 9th grade reading level
• The average newspaper is written at the 11th grade reading

level

• More than 20% of the public read at or below the 5th grade

reading level Minutes and general documents written for the public should be at the 10th grade level or below.

The Dreaded “Bureaucratese”

Bureaucratese is a language unto itself, noted for three distinct characteristics:

• to obfuscate perfectly normal actions or directions to the

detriment of public service;

• to prove the “intelligence” of the writer without regard to

the reader;

• to render written communication into lengthy sentences,

thereby supporting the paper and timber industries

Focus your attention outward on the audience

L NOT J BUT… What do I want to say? What does the audience need to know? How can I protect my How can I serve the interests? audience’s interests? What can I do to impress you? What can I clearly express to the audience?

The elements of planning

Who is your audience? What information is needed? Where are you most comfortable writing? When is your completion deadline? Why are you writing? Your purpose? How do you present in the best format for the audience?

Why are you writing?

• To document—meeting minutes, reports
• To inform—memos, letters, press releases, emails, web site

information, reports, proposals

• To respond—letters, emails

Your purpose determines the modality, the tone, and the style of your project.

The elements of planning

Who is your audience? What information is needed? Where are you most comfortable writing? When is your completion deadline? Why are you writing? Your purpose? How do you present the information for the audience?

Writing with style

A style sheet can be useful for

• Routine documents and correspondence
• Official documents, e.g., policies or resolutions
• Meeting minutes
• Website information

A style sheet includes

• Formatting guidelines
• Common terms of address
• Grammar rules that are ambiguous

A style guide should be approved by

• The “authors”—who is responsible for compiling the information
• The supervisor—manager, boss, or whomever
• The elected body if for official communication

Item Style Other Issues

Formatting Minutes 12 pt. Times New Roman, 1.5 spaces, header includes date of meeting and type (regular, special, etc.). Attendees are included below header and include board members and staff. Use full names in header Terms of address--Chairman Chairman used as formal term, e.g., Chairman Jane Jones. Chairman Jones is used in subsequent usage in same document Terms of address—Members Commissioner used as formal term, e.g., Commissioner John Doe Commissioner Doe is used in subsequent usage in same document.

A sample style sheet

Item Style Other Issues

Terms of address—Staff Official titles are used for department leadership, e.g., County Manager John Smith or DSS Director Donna Gains Common salutations used in subsequent usage, e.g., Mr. Smith

• r Ms. Gains. When confusion

may occur, use the title after the salutation, e.g., Mr. Smith, county manager, ... Terms of address—Public Full name used first time, followed by title, e.g., Sam Johnson, president of the Smalltown Rotary Club, … Common salutations used in subsequent usage, e.g., Mr. Johnson. Grammatical—Serial Comma No serial comma is used before the word “and”, e.g., item 1, item 2, item 3 and item 4. Exceptions may be made for clarity.

Document formatting

Meeting minutes—Predetermined format. Develop a style sheet. Letters, correspondence and interoffice memos—Most offices use a common template. If not, be a trendsetter--start one! Reports, presentations, and other external documents—Use effective techniques that highlight what is most important. Leave sufficient white space in margins, etc. Email and website date—Discussion to come!

Getting started

Writer’s block is real! Some ideas to get you started

• Outline the process
• Freewriting
• Clustering

As much as one-third of your times is spent in planning your work. The payoff is in saved time during editing and proofing, making the process smoother and more rewarding.

The elements of writing

• Clear
• Concise
• Concrete
• Correct
• Coherent
• Complete
• Courteous

Using the 7Cs

Minimize the number of ideas in each sentence One idea per paragraph Use the active voice whenever possible Use pronouns properly Avoid ghost verbs Avoid redundancies Never use “bureaucratize” and avoid jargon Vary your sentence length and structure

Using the 7Cs

Laser-like focus on the facts and details. Error-free communication that fits your audience Logical arrangement, with all points connected and relevant The flow and tone of your document is consistent Your audience has everything needed to be informed and take action. Your communication is transparent and the tone is open and professional

What happens when things are unclear?

• Iraqi Head Seeks Arms
• Cold Wave Linked to Temperature
• Police Begin Campaign to Run Down Jaywalkers
• Enraged Cow Injures Farmer with Ax
• Farmer Bill Dies in House
• Queen Mary Having Bottom Scraped
• Two Sisters Reunite After 18 Years at Checkout Counter

A simple rule for writing…

The active voice

Using active voice for the majority of your sentences makes your meaning clear for readers, and keeps the sentences from becoming too complicated or wordy. Passive The dog was bitten by the boy Active The boy bit the dog.

Finding your active voice

Active voice—The subject of the sentence performs the action. Passive voice—The verb is first and has two parts—”to be” and past participle of the verb.

The commissioners approved the ordinance. The ordinance was approved by the commissioners.

Why avoid passive voice

Pa Passive Voice The application must be completed by the applicant and received by the financial office at the time designated by that office. Ac Active Voice The financial aid office must receive the completed application by the deadline.

Active voice is clear and concise !

POP Quiz

Excess and/or unauthorized expenses, delays, or luxury accommodations and services will not be reimbursed by the company, but will be borne by the employee. Your application has been denied by the Department of State. The submission you filed will be reviewed by the judges.

Pronouns are our friends!

What do pronouns do? ü Speak directly to readers ü Make your writing relevant to readers ü Require less translation from your readers ü Eliminate words

Use “we” to refer to your agency. Use “you” to refer to your reader.

Make your pronouns agree

• Pronouns are words that take the place of nouns.
• Antecedents are the words that the pronouns refer to.
• Pronouns must agree with their antecedents in number,

gender, and person.

Everyone should make their own decisions. Each speaker maintained their poise.

Avoiding ghost verbs

Beware! Ghost verbs are hidden as nouns and will make your writing passive and sometimes confusing. Avoid them! Conduct an analysis Present a report Do an assessment Provide assistance Came to the conclusion of Analyze Report Assess Help Concluded

Avoiding redundancies

Redundancies are words or phrases that you do not need, generally because you have already said the same thing. Examples At a later time Later During that time period During that time or then Level of coverage Coverage Worked jointly together Worked together Will plan in the future Will plan

POP Quiz

The Brown County Building Inspector has conducted an extensive investigation of the code violations noted during the general purpose (GP) inspection dated May 22, 1998. The Inspector determined that the various violations had been corrected to the satisfaction of local code 11.8.8 and has determined that the project can now continue. The Inspector has provided approval to the general contractor for resumption of the project. (65 words)

POP Quiz

The Brown County Building Inspector investigated the code violations noted during the May 22, 1998, general purpose inspection and has determined that the various violations have been corrected to the standards of local code 11.8.8. He has approved resumption of the project. (42 words)

Avoiding complexity

Choose your words carefully

• Avoid jargon
• Use the right words that best describe the action

Ensure only one subject per paragraph Generally, you should have 15 words or less per sentence Use conjunctions (and, but) sparingly

A few words about word choice

Utilize Use the least complex word possible. Avoid completely unnecessary words. Watch the superfluous adjectives and adverbs. Insure Ensure you use the proper word.

• Both abbreviations and acronyms lack clarity in most uses

and should be used sparingly.

• Abbreviations should be explained when used—Community

Development Agency (CDA)

• Acronyms may stand alone—AWOL, ASAP

, SNAFU

• Again, both should be avoided when possible.

A word on abbreviations & acronyms

POP Quiz

• 1. Excess and/or unauthorized expenses, delays, or luxury

accommodations and services will not be reimbursed by the company, but will be borne by the employee.

• 2. Your application has been denied by the Department of

State.

• 3. The submission you filed will be reviewed by the judges.

Let’s eat grandma!

Let’s eat, Grandma!

The purpose of grammar

• Clarity of meaning
• Readability
• Credibility

The types of grammar errors

• Wrong-word errors
• Punctuation errors
• Usage errors

Types of Wrong-word errors

Spelling and Typos—Don’t rely solely on spell check! Wrong Meaning—Not quite what you meant to say

• Use a dictionary
• Be careful using a thesaurus
• Watch out for words with the wrong shade of meaning or

the wront word altogether Commonly confused words—Spell check won’t get these, either!

Some common comma uses

• Use a comma and a coordinating conjunction (and, but, for,
• r, nor, so, yet) to join two independent clauses.
• Use commas after introductory clauses, phrases, or words

that come before the main clause.

• Use commas to separate three or more words, phrases, or

clauses written in a series.

• Use commas to set apart a parenthetical phrase

(appositive) in a sentence.

Some common semicolon uses

• Use a semicolon between two related independent clauses

that are not joined by a conjunction.

Ø The participants in the first study were paid; those in the second were unpaid.

• Use a semicolon to separate elements in a series that

already contains commas.

Ø The students in the class were from Lynchburg, Virginia; Washington, D.C.; and Raleigh, North Carolina.

Some common semicolon uses

• Use a semicolon to join two independent clauses when the

second clause begins with a conjunctive adverb (however, therefore, moreover, furthermore, thus, meanwhile, nonetheless, otherwise) or a transition (in fact, for example, that is, for instance, in addition, in other words, on the

• ther hand).

Ø I really have no interest in politics; however, I do like to stay informed by watching the debates.

Some common apostrophe uses

• Use an apostrophe to create a contraction (but don’t use

contractions in your professional writing!).

Ø I don’t like him very much.

• Use an apostrophe to

form a possessive noun.

Ø The board’s work will be completed by noon.

The sentence

A complete thought (It can stand alone and make sense.)

Avoiding sentence fragments

• A fragment is an incomplete sentence.
• It cannot stand alone and does not express a complete

thought.

• Some fragments lack either a subject or verb or both.
• Dependent clauses are also fragments if they stand alone.

Example: We have been here all day. Since the meeting started.

Don’t run-on

• A run-on sentence is sentence comprised of two or more

independent clauses not properly separated.

• Lack of punctuation and/or conjunctions
• Incorrect punctuation
• A comma splice—two independent clauses joined by a

comma—is a run-on sentence.

A run-on sentence is not simply a long sentence.

POP Quiz

During the 1960s, development thinking, encompassing both ideology and strategy, prioritized economic growth and the application of modern scientific and technical knowledge as the route to prosperity in the underdeveloped world and defined the "global development problem" as

• ne in which less developed nations needed to "catch up" with the West

and enter the modern age of capitalism and liberal democracy, in short, to engage in a form of modernization that was equated with westernization (and an associated faith in the rationality of science and technology).

Examples of run-on sentences

• The board meeting seemed to never end, it lasted for hours.
• Alderman Jones made the motion to adjourn and it was

seconded by Alderman Smith.

Matching the subject w/the verb

• Singular subjects must have singular verbs.
• Plural subjects must have plural verbs.

The board of adjustment plan to meet on Tuesday. Economics are a tough subject. Everyone understand the issues.

Examples

Editing vs. Proofreading

• Beging editing as soon as you finish your first draft. You

reread your draft to see, for example, whether the paper is well-organized, the transitions are smooth, and your evidence and documentaion support the document

• Proofreading is the final stage of the editing process,

focusing on surface errors such as misspellings and mistakes in grammar and punctuation. Proofread only after you have finished all of your other editing revisions.

Assume the role of the reader Conciseness & clarity Appropriate details Appropriate tone

Appropriate language & vocabulary Grammar, spelling and punctuation

Content

Accurate Audience Consistent

Relevant

Structure

Style Logical Transitions Details

The four foundations of editing

The four foundations of editing Clarity

Terms defined Jargon Word choice Agreement

Style

Tone

Gender neutral Varied sentences

Unnecessary words

Take a break. Don’t proof immediately. Look first for your common mistakes. Read aloud. Use your computer tools, but don’t rely on them. Spell check doesn’t catch everything! Check each sentence carefully. Is it complete? Are there comma splices? Run-on sentences? Missing words?

Have someone else proof whenever possible. Check “s” words carefully. Plural or possessive? Check for parallel sentence construction. If possible, proofread twice at two different times.

Proofreading is an art that can be learned.

Correct errors Make editing changes Proofread again Edit again Final Product

Final revisions

Pulling it all together

As discussed by commissioner Jones, there is a paradoxical situation between the funding streams in the county’s water department and the municipality of Smalltown. Essentially, he posits that we are competing against them for state funding and that we should all be working together for “a brighter future.” He further mentioned his discussions with Alderman Smith about this issue. He reassured him that we could all do a better job of working together on this matter. The board then approved a reapproved a resolution (see Appendix A) presented by Mr. Jones that related to this matter. Mr. Jones made the motion, Commissioner Lewis seconded, and it passed unanimously.

Pulling it all together

Commissioner Jones brought to the board’s attention that the county and Smalltown continue to compete for monies to fund their water

• departments. Mr. Jones further stated that he had had discussed this

matter with Steven Smith, an alderman in Smalltown.

• Mr. Jones introduced a resolution (see Appendix A) that lays the

foundation for a more cooperative working relationship. After discussion,

• Mr. Jones moved that the resolution be approved, and Commissioner

Lewis seconded. The motion passed 5-0.

Pulling it all together

Commissioner Jones moved to approve a resolution (see Appendix A) to the board to establish a collaborative working relationship between the county’s water department and Smalltown’s. The resolution addressed the need for the two governments to work closely on accessing funding for both departments to ensure future growth for both the town and the

• county. Commissioner Smith seconded the motion.

In the discussion, Commissioner Jones assured his fellow commissioners that Alderman Steven Smith of Smalltown would propose an identical resolution to the town’s board. The board approved the motion to approve the resolution unanimously.

Writing for the digital age

A new audience on the Web

• Web users do NOT read. They scan!
• Information for the web cannot be too dense, but should

instead be as short and readable as possible

• Even documents that aren’t essentially written for the web—

e.g., meeting minutes or policies—are now read more often on the web than in print

• The web changes your audience—scanners vs. readers.

• Web users are increasingly using portable devices for

access, including government websites.

• Smart phones are the fastest growing segment of web

users.

• Load time is key to phone users
• Readability is the second key factor
• Tablets are the second fastest growing segment of web

users.

And the changes keep coming…

• Eye tracking research shows how people deal with a page

with dense text.

• People read in an exagerated “F” pattern online—PC, phone,

tablet.

• On average, users read the first 3 words on each line and may

scan from there.

Reading in the key of “F”

• Simplify your language when possible for digital

publications.

• Sentences must be active in digital to get the readers

attention.

• Use tables, charts, bulleted or numbered lists, and graphs

when possible. Remember, digital publications are more a visual medium than a print medium.

Some hints for digital

Use everyday language for the web

• People who scan documents are more likely to comprehend

everyday words.

• Readability is key to digital and print documents.
• Everyday words are generally more precise than complex

words.

Examples of everyday language

anticipate attempt commence demonstrate implement in the event that submit terminate expect try begin, start show, prove start if send, give end, cancel

POP Quiz

In the event that inclement weather occurs, occupants of the

• ffice should commence implementation of the hazardous

communication plan. The plan shall only be terminated at the direction of the emergency management director.

Everyday terms and clarity

• Avoid “Shall.” It is ambiguous and is not used in everyday

speech

• Use “must” for an obligation
• Use “must not” for a prohibition
• Use “may” for a discretionary action
• Use “should” for a recommendation

Shall we avoid shall?

• According to legal experts, shall is not necessary in the writing of legal

policies or laws. The Supreme Court has:

• Held that a legislative amendment from “shall” to “may” had no

substantive effect

• Held that “shall” means “must” for existing rights, but that it need

not be construed as mandatory when a new right is created

• Acknowledged that, “legal writers sometimes misuse ‘shall’ to

mean ‘should,’ ‘will,’ or even ‘may.’ ”

plainlanguage.gov

What happens when things are unclear

• Astronaut Takes Blame for Gas in Spacecraft
• Kids Make Nutritious Snacks
• Chef Throws His Heart into Helping Feed Needy
• Local High School Dropouts Cut in Half
• Hospitals are Sued by 7 Foot Doctors
• Typhoon Rips Through Cemetery; Hundreds Dead

Questions

Chris Robinson chris.robinson@wilkescc.edu