English 3764 - Technical Writing: Organization

Because readers in the workplace typically skim documents, the most effective strategy for technical documents typically is to put the most important information at the beginning of the text (direct approach) - often we call this "putting the bottom line up front."

Correspondence is no different; however, you may find situations (such as delivering bad news or making an unfavorable argument) when you need to soften the message, justifying the news or making your case first (indirect approach).

Before you can choose an approach, you have to analyze your purpose, identify your audience, and plan the document. Effectively assessing the rhetorical situation lets you determine the best approach.

The following guides and examples of writing using indirect and direct organization can help you in the planning stages of your writing (taken from Kristen R. Woolever's text Writing for the Technical Professions pages 161-163).

Direct Approach

Introductory greeting
Main Point of Correspondence
Details
Action step (if needed)
Closing

Note how the following memo goes straight to the point without any preliminary throat clearing:

Memorandum

Date: October 1, 1998
To: Thompson, Accounting
From: D.Rosen, Hotcell Installation Project Supervisor
Subject: Hotcell Cost Adjustments

After reviewing the final phase of the Hotcell Installation, we believe that certain items as described on the attachment will cause a cost deduction from the purchase price of our P.O. #73200. In addition, we have found that some items will add to the cost of the final project.

Please use the attached list to provide a breakdown of the cost additions and deductions so we can finalize the billing. We will need the final figures by Tuesday, October 8.

Thanks for your help,

Indirect Approach

Introductory greeting
Buffer/affirmation of readers' perspective
Proof that you have looked at all sides of the situation
Your opinion presented in a reasonable, nonthreatening manner
Action step (if needed)
Closing

The following memo from a computer systems manager to a senior vice president illustrates the indirect approach. Notice how even in a short piece such as this one, the six elements are present:

Memorandum

Date: June 11, 1998
To: S.H. Goodson, VP, Operations
From: C. Davis, Systems Maintenance
Subject: Solutions to Recent System Outages

As you know, we experienced a major system outage on Tuesday, June 7, caused when the central processor failed from 9:30 a.m. to 1:30 p.m. Finding ways to prevent this situation from happening again is a top priority for everyone in the company, especially your division.

The present solution is to release the failing unit and repair it on weekends or during off-hours on weekdays. Unfortunately, doing so often keeps the failing box out of commission for several days and increases the extra maintenance billing for corrective measures taken outside of contracted hours. While I understand the cost issues involved in purchasing new equipment, I believe the money ultimately saved in maintenance costs will more than compensate for the purchase price.

I have reviewed the extra maintenance billing for the past year. It amounts to $129,731-more than enough to cover the cost of a new system. I strongly recommend that we take the preventative step of buying a new system as soon as possible, before we experience another power outage and lose even more money.

I have prepared a cost analysis of the various systems on the market and will be glad to go over the figures with you. I will stop by your office next week with the material.

"When using the indirect approach, be careful not to bury your point so subtly into the text that it becomes lost. While it is welcome courtesy to show appreciation for and understanding of other points of view the clarity of your own reasoned opinion indicates confidence and professionalism (Woolever 163)."

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