Workplace Documents

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  Creating Accurate Documentation

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  Most workplaces use documents to record their business activities.

  In the Tourism and Hospitality industry documents may include:

  • customer records.
  • letters.
  • memos.
  • emails.

  To communicate effectively documents need to be:

  • clear
    • information is easily understood
  • concise
    • brief and exact
  • correct
    • no mistakes, no false information

  Spelling, punctuation and grammar must be accurate or:

  • information may be passed on incorrectly.
  • Information may not be clearly understood.

  Accurate communication is important for smooth running in the workplace.

  Poor communication may lead to:

  • workers being unaware of duties.
  • work not completed.
  • dissatisfied customers.

  Remember the 3 C's - CLEAR CONCISE CORRECT

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  Customer Records

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  Customer records are documents which contain essential information about a customer.

  It is important to maintain customer records so that there is some continuity of service each time a customer does business with your workplace.

  Customer records:

  • can be handwritten.
  • can be electronic.
  • must be clear, concise and correct.

  A customer record should include:

  • Name
    • last name first
    • business name
  • Address
  • Contact details
    • phone
    • mobile
    • email
  • Requirements or notes
    • dot points
    • dated
    • initialled

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  Letters

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  Letters are written communication addressed to:

  • a person.
  • a business.

  Letters should be:

  • typed.
  • set out correctly.
  • clear, concise and correct.

  Setting out a letter

  Letterhead

  • top centre of document
  • no punctuation

  Date

  • left hand side
  • eg. 6 July 2011
  • no punctuation
  • do not use short form

  Recipient's name and address

  • left hand side
  • no punctuation

  Greeting

  • left hand side
  • Dear Sir/Madam - if you don't know person's name
  • Dear Mr Williams - if you know the person's name is Mr Williams
  • NEVER use the person's first name
  • no punctuation

  Subject

  • centre of page
  • bold print
  • Re: ____________

  Content

  • message of letter
  • series of paragraphs
  • correct punctuation

  Closing

  • Yours faithfully - if you don't know person's name
  • Yours sincerely - if you know the person's name
  • no punctuation

  Leave a 5 line space for the signature of the sender.

  Name of sender

  • type sender's name and contact details
  • no punctuation

  Enclosure

  • if enclosing extra documents write 'enc'
  • no punctuation

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  Memos and Emails

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  Memorandum (or memo)

  • reminder note
  • handwritten or typed
  • delivered in person
  • posted on notice board
  • quick and easy to fill out

  Writing memos

  To	Name of person(s) memo is being sent to.
  From	Name of person sending memo.
  Date	Short form of date may be used.
  Subject	What the memo is about.
  Attachment	Additional information (if needed).
  Message	Brief notes or dot points.
  Initials	Sender initials the document.

  Emails

  • brief messages
  • sent within the workplace
  • typed
  • delivered electronically
  • saves time

  Writing emails

  To	Email address of person email is being sent to.
  Cc	An exact copy of the email sent to others; all email addresses can be seen.
  Bcc	Multiple recipients; other email addresses cannot be seen.
  Subject	What the email is about.
  Message	Brief notes or dot points.
  Attachment	Additional information (if needed).

  Emails received

  From	Name (or email address) of person who has sent email.
  Date	Date and time received.
  To	Name(s) of person(s) email has been sent to.
  Subject	What the email is about.
  Attachment	Additional information (if needed).
  Message	Brief notes or dot points.

• Say It

  There are 2 parts in this section.

  1. The Glossary

  The glossary lists the more difficult words related to the topic in alphabetical order. The glossary also gives the meaning for each word.

  2. Look, Cover, Write, Check!

  This activity gives you practice at remembering and writing the words from the glossary.

• The Glossary

• Do It: Office Documents

  Workplace documents include: customer records, letters, memos, emails. In order to communicate effectively in the workplace it is essential that written documents are: clear, concise and correct.

  Let's take a look at these words:

  Clear	Clear means that the information is easily understood.
  Concise	Concise means brief and exact.
  Correct	Correct means 'no mistakes' and 'no false information'.

  This also means that spelling, punctuation and grammar must be accurate in order to give correct information to the recipients.

  Jump to Activities

• Do It: Customer Records

  

  On October 2 Mr John Williams telephones 'Catering Creations' and requests a quotation for his company's Christmas party on December 17. He would like the party to be held at the Royal Hotel Function Room and he is expecting 50-60 guests. He would like a quotation by October 20. Bill Jackson fills out the Customer Record form.

• Do It: Letters

  
  Double-click on the image to zoom in

  Bill Jackson replied to Mr John Williams with the following letter.

• Do It: Memos/Emails

  

  Jill Benson, the manager of the Royal Hotel is concerned that the kitchen and bar staff are taking too many short breaks during work hours. She wants to remind staff that a paid morning tea break should be limited to 15 minutes and lunch is strictly 1 hour.

  She sends a memo to the kitchen and bar staff.

  How should Jill write the memo?

Check It