Modern Business Writing

5.4 Report writing
5.4.1 What makes a good report?

Leads to action

The value of the report lies in the message it needs to get across. It has no other purpose than providing the information requested by the party concerned and it is mostly compiled to form the basis of a decision. A report must convey to the reader what he is supposed to do. A good report achieves that quickly and easily.

Gets to the point

Don’t expect the recipient to read every word. Structure your report in such a fashion that by browsing the reader gets an immediate grasp of the salient points. Therefore, put your conclusion and recommendation right up front. If they need the detail make it easy for the readers to locate it.

Is user friendly

It must have a structured layout which displays

• 
  a descriptive title
  
• 
  a table of contents
  
• 
  identifiable chapters
  
• 
  headlines
  
• 
  spacious presentation
  
• 
  logical sequence of arguments
  
• 
  clear findings
  
• 
  simple language
  
• 
  correct grammar
  

Needless to say, a good report is one that is produced at the stipulated frequency and is delivered to the designated persons timeously.

In your situation, what are the requirements of a good report?

 Good reports are the result of good thinking

5.4.2 Informal reports

It is often necessary, within an organisation, to put information on paper. It can be to update other members of staff (e.g. to prepare them for a meeting), report back to a departmental head or other manager, explain situations, record information, etc. The matters are usually fairly simple and do not justify carefully impersonal language, conventional headings, etc. Such reports are usually done in a flexible format similar to that of a memorandum.

5.4.2.1 Layout of an informal report: example

To:
From:

Date:
HEADING OF REPORT
First paragraph(s) briefly give an introduction - this may refer to the background of the matter or the situation that led to the report being written.
Middle paragraph(s) outline the information or findings that the report is communicating.
Last paragraph(s) give any conclusions or outline any recommendations or action required.

As with formal reports, the date and name/position of the writer can appear at the start or the end of the report.

5.4.2.2 Language and tone of informal reports

Informal reports must still keep the neutral, logical tone of a communication whose main objective is to inform.

They still obey all the rules of good business communication - clear, simple language - vocabulary and sentence construction, good logical structuring of ideas, clear, concise communication in accordance with a clear objective, etc.
However, the impersonal language of formal reports is not necessary, and using "I, me, my, we, our" etc is appropriate.

5.4.2.3 Example

Study the format of the following example of an informal report (taken from a Pitmans model).

REPORT
To: Mr J F Khumalo/ Office Manager
From: Mpho Tshabalala / Administrative Officer
Date: 28 September 2009
MAIL ROOM PROCEDURES
As requested, I have looked into the general complaints about the efficiency of the mailroom staff, and into the specific matter of 625 invoices which were prepared for dispatch on Monday 7 September but not posted until Wednesday afternoon.
I reviewed the complaints, observed the mailroom procedures and discussed the problems with the mail room staff.
On 7 September and Tuesday 8 September, the receptionist was ill and Jane Mthembu, the mailroom clerk, spent Monday afternoon and all of Tuesday morning on switchboard/reception duty. Other members of staff were not able to help out as all departments are experiencing staff shortages as a result of the 'flu epidemic.
The situation in the mailroom is already difficult, as there has been a growing volume of mail without any increase in staff numbers, or upgrading of equipment to deal with the increase.
There seem to be a number of possible solutions and suggestions including:

• 
  The employment of an additional staff member, who could be based in the mail room with Jane and help her for a certain number of hours a day
  

• 
  Reorganisation of mail collections, and an agreement with secretarial staff to ensure that any invoices to be posted will be placed in the collection boxes by the agreed time
  

• 
  Help from the IT Department for printing mailing labels from the client database. Jane also needs training on how to adjust her computer layout so that labels are printed quickly and accurately
  
• 
  An electric franking machine to replace the hand operated one.
  

I attach to this report some leaflets on mail room equipment. If you would like to see the sales reps for the equipment shown in the brochures, or discuss the above suggestions, please contact me.

(Signature and designation/position of the writer)
5.4.2.4 “Rapid Reports”

After every flight, Qantas pilots fill out a form, called a 'Gripe Sheet' which tells mechanics about problems with the aircraft.


The mechanics correct the problems; document their repairs on the form, and then pilots review the Gripe Sheets before the next flight.
 
Here are some actual maintenance complaints submitted by Qantas' pilots (marked with a P) and the solutions recorded (marked with an S) by maintenance engineers.


What makes these even funnier is that they are real!!
 In case you need a laugh: Remember, it takes a college degree to fly a plane but only a high school diploma to fix one. Never let it be said that ground crews lack a sense of humour.
 
By the way, Qantas is the only major airline that has never, ever, had an accident.
 
P: Left inside main tire almost needs replacement.
S: Almost replaced left inside main tire.
 
P: Test flight OK, except auto-land very rough.
S: Auto-land not installed on this aircraft.
 
P: Something loose in cockpit.
S: Something tightened in cockpit.
 
P: Dead bugs on windshield.
S: Live bugs on back-order.
 
P: Autopilot in altitude-hold mode produces a 200 feet per minute Descent.
S: Cannot reproduce problem on ground.
 
P: Evidence of leak on right main landing gear.
S: Evidence removed.
 
P: DME volume unbelievably loud.
S: DME volume set to more believable level.
 
P: Friction locks cause throttle levers to stick.
S: That's what friction locks are for.

 
P: IFF inoperative in OFF mode.

S: IFF always inoperative in OFF mode.
 
P: Suspected crack in windshield.
S: Suspect you're right.
 
P: Number 3 engine missing.
S: Engine found on right wing after brief search.
 
P: Aircraft handles funny........... (I love this one!)
S: Aircraft warned to straighten up, fly right, and be serious.
 
P: Target radar hums.
S: Reprogrammed target radar with lyrics.
 
P: Mouse in cockpit.
S: Cat installed.
 
And the best one for last..................
P: Noise coming from under instrument panel. Sounds like a midget pounding on something with a hammer.

S: Took hammer away from midget.

5.4.2.5 Exercise
Please write a submission to your manager proposing that a new colour printer be purchased for your department (you need to convince her/him that you really need this printer). Assume that your current laser printer is 10 years old, prints black and white only, regularly breaks down requiring technician intervention and spare parts being difficult to source.
Use a mind map to draft your report.

Anyone who stops learning is old, whether at twenty or eighty. Anyone who keeps learning stays young. The greatest thing in life is to keep your mind young. Henry Ford