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Student
Workbook
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Unit 24872 (V2)
Produce documents for a workplace
using a computer
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Microsoft Word 2010
 Easy to follow
 Step-by-step instructions
 Covers Unit Standard Criteria
A Cheryl Price Publication
Unit Standard 24872 (Version 2)
Produce documents for a workplace using a computer – Word 2010
This book covers the course outline for the following New Zealand Qualifications Authority Unit Standard:
Unit Standard 24872 - GENERIC COMPUTING (Level 3, Credits 3)
Produce documents for a workplace using a computer (Version 2).
All topics in this Unit Standard are included in the Student Workbook.
Retrievable exercise files are used with this book. These will be made available to you by your tutor.
Cheryl Price
T.Dip.WP, T.Dip.T.
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Product Code: USB24872v2SW-0413
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© Cherylprice.co.nz Limited, April 2013
Disclaimer
PO Box 187
Matakana
Auckland 0948
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All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means,
electronic or mechanical, including photocopying, scanning, recording, or any information storage and retrieval system,
without permission in writing from Cherylprice.co.nz Limited. No patent liability is assumed with respect to the use of
the information contained herein. While every precaution has been taken in the preparation of this book, the publisher
and authors assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting
from the use of the information contained herein.
Web address:
www.cherylprice.co.nz
Published in New Zealand
Phone: (09) 422 7230
Mobile: 021 715566
Fax:
(09) 422 7236
Table of Contents
Producing Appropriate Documents .........................................................................................1
Standard Formats ...................................................................................................................2
Why do organisations use standard formats? .....................................................................2
Website ..............................................................................................................................3
Business Letter ...................................................................................................................4
Inter-office Memorandum ....................................................................................................5
Facsimile ............................................................................................................................6
Invoice ................................................................................................................................7
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Workplace Policies and Procedures .......................................................................................8
Where to find information on workplace policies and procedures ........................................8
Document Accuracy ...............................................................................................................9
Proof reading ....................................................................................................................10
Effective proof reading methods: ......................................................................................10
Checking document layout:...............................................................................................11
Open punctuation .............................................................................................................11
Commonly misspelt words ................................................................................................13
Saving documents ................................................................................................................14
Naming documents ...........................................................................................................14
Business Letters ...................................................................................................................16
Memos .................................................................................................................................23
Facsimiles ............................................................................................................................26
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Rosters .................................................................................................................................29
Travel Itineraries ...................................................................................................................32
Invoices ................................................................................................................................37
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Promotional Material.............................................................................................................41
Design considerations ......................................................................................................41
Flyers ...............................................................................................................................42
Newsletters.......................................................................................................................43
Brochures .........................................................................................................................44
Menus ..............................................................................................................................45
Additional Exercises .........................................................................................................46
Working with Electronic Mail .................................................................................................47
Email versus Standard Mail ..............................................................................................48
Email versus other forms of communication .....................................................................49
Memos ..........................................................................................................................49
Reports .........................................................................................................................50
Text Message ...............................................................................................................50
Email Addresses ..................................................................................................................51
Alternative Forms of Email Systems .....................................................................................52
ISP (Internet Service Provider) .........................................................................................52
Web-Based ...................................................................................................................52
Internal .........................................................................................................................52
Hints for Writing and Sending Email (“Netiquette”) ............................................................53
Email Issues .........................................................................................................................54
Bounced and Non-delivered Email....................................................................................54
SPAM ...............................................................................................................................54
Large attachments ............................................................................................................54
Inability to view files ..........................................................................................................54
Security ............................................................................................................................54
Privacy .............................................................................................................................55
Viruses .............................................................................................................................55
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Email Layout ........................................................................................................................ 56
Outlook 2010 ....................................................................................................................... 58
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Inbox .................................................................................................................................... 59
Checking for Messages .................................................................................................... 60
Creating a New Message ................................................................................................. 60
Setting a Priority ........................................................................................................... 61
Spell Checking your Message ...................................................................................... 61
Proof-reading a Message ................................................................................................. 62
Sending a Message ......................................................................................................... 62
Receiving a Message ....................................................................................................... 62
Reading, Printing, Replying and Forwarding Messages ................................................... 63
Email Icons .................................................................................................................. 63
Reading a Message ......................................................................................................... 63
Using Print Preview .......................................................................................................... 64
Printing a Message .......................................................................................................... 64
Replying to the Sender of a Message............................................................................... 64
Replying to All Recipients of a Message .......................................................................... 64
Replying to an Email without displaying the Original Message ......................................... 65
Forwarding a Message ..................................................................................................... 65
Signature File ................................................................................................................... 66
Setting up your Signature ............................................................................................. 66
Editing your Signature .................................................................................................. 68
Email Attachments ........................................................................................................... 69
Deleting a Message ......................................................................................................... 70
Selecting Messages ......................................................................................................... 70
Emptying the Deleted Items Folder .................................................................................. 70
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Proofing Tools...................................................................................................................... 74
Using the Spelling and Grammar Function ....................................................................... 75
Spell check and grammar language ................................................................................. 77
Changing the language setting ......................................................................................... 77
Spell check and Grammar Options................................................................................... 78
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Tables .................................................................................................................................. 78
Parts of a Table................................................................................................................ 79
Insert Table ...................................................................................................................... 79
Using the Table Grid .................................................................................................... 79
Using the Table Dialog Box .......................................................................................... 79
Draw Table ...................................................................................................................... 80
Adjusting column widths ................................................................................................... 80
Changing Row Height/Spacing......................................................................................... 80
Aligning Text within Cells/Columns .................................................................................. 80
Merging and Splitting Cells............................................................................................... 80
Table Tools, Design and Layout Tabs .............................................................................. 81
Design Tab................................................................................................................... 81
Layout Tab ................................................................................................................... 82
Table Properties ........................................................................................................... 83
Tabs..................................................................................................................................... 84
Moving Tabs after Typing ................................................................................................. 84
Headers and Footers ........................................................................................................... 85
Inserting a Document Filepath and Name into a Header (or Footer) ................................ 86
Columns .............................................................................................................................. 87
Columns Button ............................................................................................................... 87
Columns Dialog Box......................................................................................................... 87
Borders and Shading ........................................................................................................... 88
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Borders button ..................................................................................................................88
Borders and Shading Dialog Box ......................................................................................88
Changing Specific Line Styles ..........................................................................................89
Automatic Border ..............................................................................................................89
Shading ................................................................................................................................89
Page Borders .......................................................................................................................90
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Graphics ...............................................................................................................................91
General Instructions..........................................................................................................91
Drawing a Box/Circle/Rectangle/Square/Line ...............................................................91
Selecting Object(s) .......................................................................................................91
Moving Object(s)...........................................................................................................91
Changing the Line/Fill of an Object ...............................................................................92
Creating a Text Box ......................................................................................................92
Inserting Preformatted Text Boxes ................................................................................92
Horizontal Alignment .....................................................................................................92
Send to Back, Bring to Front .........................................................................................92
Group/Ungroup .............................................................................................................92
Inserting Pictures ..............................................................................................................93
Clip Art ..........................................................................................................................93
Pictures ........................................................................................................................93
Text Wrapping ..................................................................................................................93
Drop Caps ........................................................................................................................93
Booklets, Newsletters and Brochures ...................................................................................94
Landscape Booklets/Brochures ........................................................................................94
Printing a Booklet – Change the Printing Page Order ...................................................94
Print Screen..........................................................................................................................95
Copying an entire screen ..................................................................................................95
Copying a dialog box ........................................................................................................95
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Producing Appropriate Documents
Every document has a purpose – some documents simply convey facts in an easy-to-read way
(such as travel itineraries or work rosters), some collate information from many sources and
present it in a cohesive and comprehensive way that a new audience can understand (eg reports),
some request money (invoices), some try to attract the reader to buy or do something (promotional
booklets and advertisements). Documents such as letters or facsimiles can have very varied
content, but usually only communicate to one reader.
Document types that you may come across include:
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Business letters
Inter-office memos
Facsimiles
Travel itineraries
Promotional documents and advertisements
Rosters (a schedule showing when and where staff are working)
Emails
Accounting documents, eg invoices, statements, spreadsheets, balance sheets
Reports
Meeting documents, eg agendas, minutes of meetings
Legal documents, eg wills, agreements and contracts
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For most documents there are basic business conventions that should be used when producing
them. These conventions are dictated by the document’s context and the situation, eg if a
document is promoting something then use of colour, white space, different size text and a
powerful, interesting, eye-catching layout are all very appropriate.
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If the document is an invoice, it is important that the information is clear, orderly and makes it
very obvious what the reader must do (ie pay x amount to y client); itineraries and rosters would
be likely to use a tabular format so that the reader can easily find the information they need,
eg final check-in times. Letters have the sender’s and addressee’s details prominently displayed at
the top of the letter so that the reader knows who the letter is from and who it is addressed to.
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You can see from this that if you produce an invoice that looks like a crazy promotional flyer, it is
highly likely that it will go unpaid as it could be quickly misinterpreted as an advertisement for
something and be thrown in the rubbish! At the very least, documents need to follow accepted
business conventions (look and layout) to avoid confusion for the reader and so that the document
type and purpose is easily recognised.
Therefore, knowing and following the accepted business conventions (rules) of how certain
documents need to look is vital.
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Standard Formats
Most organisations have a preference of how documents are to be formatted. This means that
every document produced on behalf of a particular workplace will have a uniform look, regardless
of who has produced, resulting in recognition of documents and the creation of an image/branding
for that workplace.
Many companies produce a Style Manual or Policies & Procedures Manual, which contains
sample documents, formats used and guidelines for producing documents. This can also include
punctuation policies, letter endings, etc. These manuals can range from a short simple document
to a large bound manual.
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Why do organisations use standard formats?
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Workplace policies and procedures are covered further later in this workbook section.
If you follow a standard, pre-designed format, it is more likely that you will include all the
required information. It is easy to forget to add important details when all you have in front
of you is a blank piece of paper.
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Standard layouts become familiar to employees. People know exactly where to look for the
piece of information they need, and might not need to read through the whole document to
find out the particular detail they require.
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Standard formats tend to look neater and more professional.
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The exact layout of the document will depend on what type of document you are preparing, eg
letter, memo etc, and these are discussed separately later in this workbook.
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The following examples give you an idea of formatting and presentation requirements used by two
different workplaces.
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Example 1 – Condition of Vehicle Reports by Memo
Jenny works for a truck rental company. She regularly has to send memos containing
‘Condition of Vehicle’ reports to her manager. These reports are used to record any
bumps, scratches and other damage to trucks.
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It is a rule at Jenny’s company that all Condition of Vehicle reports must be written on
specially printed company memo stationery, which has ‘Condition of Vehicle Report’ preprinted in the subject line. This rule is useful because it means Jenny’s manager instantly
recognises the Condition of Vehicle reports. A report written on blank paper might be
misfiled, overlooked or even accidentally thrown away.
Example 2 – Giving Information by Letter
Charlie works for a large printing company. He deals directly with potential customers who
request quotes for their printing needs. Charlie always communicates by letter with
customers as it is important that customers have a formal document on which their financial
liability is detailed. He wouldn’t want a customer to misunderstand what the quote covered
and to complain after the printing had been completed.
Charlie uses pre-printed company letterhead. Charlie ensures that all the letters that he
writes are smart, stylish and signed after careful checking, so that the customer will know
that his is a professional printing company to work with.
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Below and on the following few pages you will see how examples of document style/format
requirements for a company have been used.
Notice the same company logo, colour scheme, templates, etc that have been used throughout
the following website, letter, memo, fax and invoice.
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Website
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Business Letter
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Inter-office Memorandum
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Facsimile
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Invoice
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Workplace Policies and Procedures
The chances are that any workplace for which you work will have documented policies and
procedures (or they may be called ‘rules’ or ‘regulations’) about how workplace documents should
be produced. Workplaces often have requirements about other matters too, such as how to dress,
how to answer the telephone and how to handle customer complaints etc.
Workplaces have these policies and procedures to ensure that there is consistency across their
documentation and publications.
Before producing a document of any sort, you should find out about the following:
Presentation of documents – requirements for formatting and layout, eg font style and size,
alignment and line spacing etc.
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Style of writing – it may be a requirement that all words to be written in full (cannot not
can’t; will not instead of won’t) in order to promote a formal image.
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Use of word processing tools – are there time-saving word processing tools such as templates,
styles and building blocks (auto text) already set up? How do you access them?
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Naming of documents – is there a style to be applied when naming (saving) documents?
A workplace may require, for example, documents to be named by date first, then file
number, then name of client.
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Storage of files/documents – where on the computer network are documents to be saved, ie
what drive and within which folders? For example, a document may need to be saved into the
personal drive of the writer, or a particular drive created for that particular purpose, eg all
promotional material may be kept on the graphic designer’s drive to ensure they are the only
ones that amend those documents. Some workplaces require documents to be saved into
folders by client name – there would often be subfolders to categorise different matters/events
or document types relating to that individual client. Having a policy on how and where
documents are saved enables staff to locate electronic files quicker as they will know where
to look.
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Paper – is there pre-printed stationery, or a particular colour of blank paper, required to be
used for certain documents? Letters will almost always be printed on pre-printed letterhead
stationery. Internal memos might be required to be printed on coloured paper so that they are
easily identifiable.
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Where to find information on workplace policies and procedures
Policies to help you answer the above questions could be contained within any of the following:
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House Style Guide
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Quality assurance manual
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Workplace manual or guide
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Records management policy
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Statements of objectives
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Recommended Procedures Guide
The people most likely to know, besides your supervisor or manager, will include secretaries and
administrators who deal with a lot of paperwork.
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Document Accuracy
A document is used to convey information to a reader. If the information is incorrect or poorly
worded the reader could interpret the document incorrectly. It also does not create a positive
image for the workplace who has produced the document.
When you review a document it is very important to check the following:
Is the information contained in the document correct – correct names and addresses, dates,
times, place names, people’s names, etc?
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Is the style of language used appropriate for the reader? For example, if technical words are
used, for a person who does not have a background in the topic, it could appear
overwhelming and confusing to the reader.
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Have you spell checked the document? Incorrect words can confuse a reader and appear
unprofessional.
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Check that your spell check and grammar facility is set to New Zealand English.
(Many computers are set to English US or English UK by default.)
See the following information within the Reference
Section of this workbook:
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Proofing tools – page 92
Using the Spelling and Grammar function – page 93
Spell check and grammar language – page 95
Changing the language setting – page 95
Spelling and grammar function options – page 96
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TIP: Watch out for words like organization, organize, summarize, prioritize – the correct
New Zealand spelling for these types of words is with an ‘s’ – the use of a ‘z’ indicates US
(American) spelling.
Have you read through the entire document, reading each word and taking it in? Does each
sentence sound correct and have correct grammatical rules been applied?
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Is the punctuation used in the document correct? Leaving out punctuation or not using it
correctly will result in an unprofessional document, and possibly the incorrect context will
be conveyed in some cases.
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Have any edits required been completed accurately?
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Proof reading
In addition to using the Spelling and Grammar options that are available in Word, it is also
essential that you proof read your work. The Spelling and Grammar feature may not pick up
errors such as there for their, ensure instead of insure or work instead of word.
Proof reading a document accurately is not as easy as it sounds. This is
partly because when we read a sentence, we don’t realise that our eyes
and brain function is not needing to recognise every individual word in
order to understand the meaning of the message.
Effective proof reading methods:
The most important thing to remember is to read the word s-l-o-w-l-y (ideally out loud if
possible).
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When you reach a long word, eg organisation, break it down into smaller chunks – or-gan-isa-tion. This method helps to ensure that similar looking words like ‘manufacturer’ and
‘manufacture’ aren’t incorrectly typed. (Did you spot the difference between these two
words?)
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When proof reading contracted (shortened) words, eg it’s, you’re, wasn’t, can’t, read the
word in its fullest form. For example, proof read “They’re new house was painted red” as
“They are new house was painted red” – as this doesn’t make sense, you are alerted to a
possible error, in this case ‘they’re’ should be ‘their’.
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Another good example is when we come across “its” or “it’s” – always read these words
broken down as “it is” – if the sentence does not make sentence then we know the correct
spelling is “its” (without the apostrophe).
If you are typing something with multiple paragraphs, after you have typed each paragraph,
stop and proof read the paragraph you have just typed on screen before continuing with the
next paragraph. This helps avoid the problem of your eyes getting ‘lazy’ by the time you are
part way through a lengthy document and gives your hands a break from the keyboard.
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When you have completed typing a document, activate the spell check and grammar
function (F7) and then print the document (Ctrl P).
•
Use the printed (hard-copy) document to then proof read manually – a lot of people find
they pick up far more errors using the hardcopy than the soft copy.
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For situations where documents have been copy-typed, it is highly recommended you pair
up with someone else, with one person reading out loud the newly typed version and the
other person carefully checking it against the original document. If the errors are not going
to be corrected on the computer while the proof reading takes place, have a red pen or
highlighter ready so any identified errors can be marked on the copy-typed version.
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Checking document layout:
In addition to proof reading text, you should also check the document layout.
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Check that:
• margins and horizontal alignment are correct.
• headings are graded and in the correct font and size etc.
• headings are consistent throughout.
• has open punctuation been used? (see below)
• any tabulated information vertically aligns correctly.
• numbering is sequential, ie paragraph and page numbering.
Never attempt to proof read text and layout
at the same time!
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Open punctuation
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Check them separately, ie proof read the text
of the whole document first
then go back to the start and check the layout
(or vice versa).
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Open punctuation is where fullstops and commas are excluded, except where they are needed to
understand a sentence. Below are some examples of how open punctuation is used.
Open Punctuation 
Mr D. & Mrs K.M. Williams
P.O. Box 100
309 Acresville Rd.
Dunedin 9016.
Mr D & Mrs K M Williams
PO Box 100
309 Acresville Road
Dunedin 9016
Dear Mr and Mrs Williams,
Dear Mr and Mrs Williams
DKM Williams Ltd.
DKM Williams Ltd
Yours faithfully,
Yours faithfully
e.g.
eg
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2.
3.
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Closed Punctuation 
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Exercise 1
The document below at the left has been given to a student (ie Susan) to edit and format. Susan’s
final document is shown at the right. The Spelling and Grammar feature has been used on this
document.

Proof read Susan’s document and check it against the original document at the left. In the
space provided underneath, write down anything that Susan has missed. (Remember you can
use the Thesaurus (Shift F7) or a dictionary to help investigate the meanings of words.)
Original document
Omaha Surgery Ltd.
Susan’s document
Arial 14 pt bold, caps, centred
OMAHA SURGERY LTD.
Every 3 years we have to get our patience to enroll
retain
with the medical centre to keep your funding that will
keep your consultations affordable. This also gives
us a chanse to make sure all your details are
correct. Please fill out the attached form and update
any info that has changed since your last visit to the
Please fill out the attached form and update any info
that has changed since your last visit to the practice.
Could you also provide us with your emergency
contract details.
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practice, could you also provide us with your
Every three years we have to get our patients to
enrol with the medical centre to retain your funding
that will keep your consultations affordable. This
also gives us a chance to make sure all your details
are correct.
Bold this
sentence.
emergency contract details.
Please sign and return in the prepaid envlope.
If you wish to dis cuss that further please do not
If you wish to discuss that further please do not
hesitate to contact us.
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hesitate to contact us,.
Please sign and return in the prepaid envelope.
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Notice to Patients
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Single spacing
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Arial 12 pt bold
Notice to Patients
..................................................................................................................................................................
..................................................................................................................................................................
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Commonly misspelt words
While you have the benefit of Word’s spelling and grammar facility, it is very helpful to develop
a good understanding of various words which sound similar but are spelt differently.
For example, stationery (envelope, pen, paper) v stationary (not moving) and residence
(home/house) v residents (the occupants of a home/house).
Here are some simple, every-day words which are commonly misspelt:
Meaning
Example
Loose
Not fastened or tight
The jeans I tried on were too loose.
Lose
Misplace, fail
Don’t lose that memory stick!
Try not to lose sight of your goals.
Choose
Select
The coach will choose a new captain.
Chose
Past tense of ‘choose’
The coach chose a new captain.
Its
Used for neuter things,
ie not his or hers
It’s
Short for ‘it is’ or ‘it has’
There
In or to that place
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Word
The company was on its way towards
a successful year.
These are its footprints.
It’s a beautiful sunny day.
There were too many errors.
Belonging to them
Their car had broken down.
They’re
Short for ‘they are’
They are leaving in the morning.
Your
Belonging to you
Your car is awesome!
You’re
Short for ‘you are’
You’re welcome. You’re early.
Whose
Of whom or of which
Whose shoes are those?
Who’s
Short for ‘who is’
Who’s on the phone?
Indicates movement towards
She walked to school.
Also, as well, extremely
There were too many errors.
The porridge was too hot.
2 – the number
They have two cats and now no fish.
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Their
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Please move the table over there.
To
Too
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Two
Remember to use Word’s Thesaurus (Shift F7) or a good dictionary
to look up meanings of words and their correct spelling, eg weather and whether.
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Saving documents
Every document you create must be saved with a unique name (called the “file name”) so you can
recall it to the screen for editing, formatting or printing at a later time. Keep file names simple and
relevant to the document. It’s a good habit to save your document near the start of its creation,
rather than at the end – you never know when there’s going to be a power-cut!
Important: You cannot use the following characters in a file name:
/ \ < > * ; : " ?
Naming documents
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Your workplace may have policies in place dictating how files (documents) should be named, for
example you may be required to add the date the document was created to the start or end of the
file name. You must be sure to abide by these procedures – they are set in place so that everyone
in the workplace will name files according to an accepted practice – this makes finding files easier
and helps prevent lost files and wasted time. File names should be descriptive without being too
long.
Some examples of different file naming conventions for a letter to Barbara Mellows regarding
Sales Conferences include:
Name first – Mellows, Barbara – Sales Conferences, 3 April 2013
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Document type first – Letter – Mellows – Sales Conferences, 3 April 2013
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Date first (in format yymmdd) – 140418, Mellows letter, Sales Conferences
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Job or file number – 9383233X, Mellows, 3 April 2013
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Client name and abbreviation of document type – Mellows_LET
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Remember too that punctuation will affect alphabetical ordering when documents are saved so, for
example, you must be consistent with use of commas or dashes.
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Different naming techniques will organise documents in different ways where they are stored on
your computer harddrive or your workplace computer network. Your workplace will tell you
which method you are required to use. If not, you might use any of the following orders in file
names:
Recipient name, Document type, Date, Subject
This method would keep all documents to a particular recipient together.
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Document type, Recipient name (if any), Date, Subject
May be more useful for promotional documents, rosters etc, rather than letters, faxes,
memos.
Date, Name, Subject
Dates are usually written all in numerals, with year first, then month, then day – this ensures
files will always be listed in date order, eg 130218 is 18 February 2013.
File reference number, Name, Subject
May be particularly applicable to law firms or insurance companies where most items have a
reference number.
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If a file or folder name is preceded by an exclamation mark it will appear at the top of the
file (or folder) list, eg !Reports
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In addition, workplaces will specify where on their computer network documents should be saved,
whether it be on a shared network or a personal drive.
For ease of locating the soft-copy of a document, some organisations include within their
workplace policies and procedures that all documents must include the document filepath and
name in the footer which is then available as a reference when a hardcopy is produced.
(See page 104 for instructions.)
Exercise 2
Mitchells is a small family company selling hand-crafted birdhouses and other small wooden
garden ornamentals. Mitchells’ new office manager has discovered that she can never find
any documents when she needs to so she has set in place the following workplace policy
regarding naming document files:
Work rosters to be saved in a folder called Admin, subfolder Rosters, with the file name
consisting of the type of document followed by the date (in format yymmdd) of the first
day that the roster covers.
•
Promotional material to be saved in a folder called Marketing, with the name of the item
or event being promoted, followed by date of event (in format yymmdd).
•
Letters and faxes to be saved in a Correspondence folder and named with an abbreviation
for document type, eg LET or FAX, followed by the surname of recipient (or key word of
company name of recipient), subject and date (in format yymmdd).
•
Memos to be saved in Correspondence and named MEM followed by subject and date (in
format yymmdd).
•
All documents must include the filepath and name in the footer at the left in 9pt font size.
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•
Do
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1
Create folders and subfolders as required.
3
Open the documents Mitchells1, Mitchells2, Mitchells3,
Mitchells4 to see what content they have.
4
Check to see that it includes the document filepath and name
in the footer, as required by the Office Manager.
5
Rename each document with new names that abide by the
office manager’s workplace policy.
6
Move each document into the correct folder. (You should only have the four renamed
documents when you are finished.)
Sa
mp
le
2
When you have completed this exercise:
•
Compare your folder/subfolder structure and document
file names with a peer learner; OR
•
Ask your tutor to observe your completed file structure; OR
•
Request to view the solution from your tutor and
self-mark your work; OR
•
Follow other instructions from your tutor.
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Business Letters
A business letter is typed on an organisation’s letterhead. Margins are usually 2.54 cm or 3 cm, but
may vary from business to business. Look at the business letter sample on page 4 and review each
part of the letter as follows:
Reference
A reference is not always inserted; useful for filing/data entry purposes.
2
Date
The date is always included. Note the preferred business date style shown in the example.
3
Confidential
The word confidential is only for confidential correspondence, and warns that the letter is not to
be read by anyone other than the addressee. Current NZ Post addressing guidelines recommend
that it is inserted above the address as is shown in the example.
4
Attention Line
An attention line is not always necessary. Although the letter in the example shown is
addressed to the manager, the writer (the sender of the letter) is aware that John Hansby will be
dealing with this matter.
5
Address
The address is keyed in as it would appear on the envelope.
•
There should be no space between P and O
•
The city should be in title case, not capitals.
•
One space should be left after the city name before the postcode.
mp
These addressing guidelines are required by NZ Post.
To learn more visit
www.nzpost.co.nz. You can then click on Address and Postcode Finder to locate
postcodes.
Sa
Note
le
Do
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1
6
Salutation
The salutation could be Dear Sir, Dear Mr Hansby (formal) or Dear John (informal).
7
Subject Line
This is an option frequently used to alert the recipient to the main content or purpose of the
letter. It is usually typed in uppercase and may be in bold text. The term ‘Re:’ is no longer used
at the beginning of a subject line.
8
Body of Letter
Care should be taken with the planning of paragraphs. Each one should deal with a separate
issue.
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9
Complimentary Close
The first line is usually Yours sincerely. However, Yours faithfully is used with Dear Sir or
Dear Madam (or similar salutations where the actual name of the person is not used). Sufficient
space is left for the writer of the letter to sign.
The name of the person who has written/is signing the letter.
The designation of writer, eg Manager.
10 Initials - Example: AL for initials of writer; BA for initials of person typing letter.
11 Enc or Encs is used only if there is an enclosure(s). Example: Encs 4 indicates 4 enclosures.
t
12 Copies
Not all the above parts of a letter are contained in all business letters. In particular, the use of
a reference at the top of correspondence and the addition of initials and reference to
enclosures at the bottom are not used by some businesses.
Do
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Note
um
en
If a copy of the letter is to be forwarded to someone else, a note to this effect is made at the foot
of the letter. This may not appear on the original if the writer does not want the recipient to
know that a copy is to be sent to someone else.
Sa
mp
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Some businesses adopt a style of omitting a salutation. Where this is used, a subject line
must always be inserted.
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Exercise 3
1
Type the following letter, which contains all parts of a business letter.
2
Save the letter as Business Letter Sample and print onto a blank page.
NB Line spacing instructions are given at the side. You must follow these but do not type them.
Ref COM.15
E nt e r t h r ee t i me s
16 June 2014
E nt e r t h r ee t i me s
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Confidential
Attention John Hansby
The Manager
NZ Cereals Ltd
PO Box 1478
Wellington 6015
E nt e r t h r ee t i me s
Dear Sir
CONTAMINATED PRODUCT
Do
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E nt e r t wi c e
E nt e r t wi c e
Mrs Cynthia Young, a long-term customer of our grocery store, has returned a
packet of “Breakfast Bites”, a sample of which is enclosed.
mp
le
You will see that it contains a large amount of contaminated material including
mice droppings. I removed every packet of Bites from the shelves, apologised to
Mrs Young and refunded her money. As you can imagine, this was very
embarrassing for me, even though I was not responsible for the product, and you
will understand I am reluctant to sell your stock again.
E nt e r t h r ee t i me s
Yours faithfully
E nt e r f o u r- s i x t i mes
Sa
I look forward to your comments.
Abraham Love
Manager
E nt e r t h r ee t i me s
AL BA
E nt e r t h r ee t i me s
Enc
E nt e r t h r ee t i me s
copy Mrs Cynthia Young
26 Madison Avenue
Blenheim 7301
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Exercise 4
Open the file called Pacific Hotel House Style and read this organisation’s house style
guidelines for letters.
2
Open the file called Pacific Hotel Letterhead.
3
Type the following letter to Dr Celia Bryan, 23 Makora Avenue, Gisborne 3801. Start the
letter three lines down from the last printed line of the letterhead (which has been integrated
into the letterhead template). Enter tomorrow’s date. Set the letter out appropriately using
tabs correctly.
4
Save the letter according to Pacific Hotel’s house style guidelines.
5
Double check that all organisational house style guidelines have been followed.
6
Check your spelling and grammar function is set to English: New Zealand (see page 77) and
then use the spell check and grammar function to check the document (see page 75). Before
the spelling and grammar check is complete, take a print screen of the spelling and grammar
dialog box and paste it onto a separate blank page (see page 87). In the header add Your
name - Dr Bryan letter then print a black and white copy of the print screen. (If you choose
not to save the print screen image, ensure it prints successfully.)
7
Print one copy of the final letter and close.
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1
CONFERENCE ENQUIRY
Do
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Dear
le
Further to your telephone call yesterday, we are pleased to offer you the
following special rates for your members during your conference from 11-17
(put next month).
Description
Deluxe
Deluxe
Double or Twin, overlooking beach
Double or Twin, overlooking pool
$149 plus GST
$120 plus GST
1st class
1st class
Double or Twin, overlooking beach
Double or Twin, overlooking gardens
$129 plus GST
$109 plus GST
Sa
mp
Room
Daily Rate
All rooms are beautifully decorated and very comfortable. Each room has a
small kitchen and a large bathroom with both spa bath and shower.
I look forward to hearing from you.
Yours sincerely
Horace Higgins
Manager
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Exercise 5
Open Pacific Hotel Letterhead.
2
Mr Higgins of Pacific Hotel has asked you to type the following letter to The Manager of
Harrisons Flooring Ltd, PO Box 69, Napier 4001 (referring to the Pacific Hotel house style
guidelines). Use today’s date.
3
Mr Higgins wants each question in the letter to have a line space between it and the next
question, and be numbered at the left margin.
4
Save your letter according to Pacific Hotel’s house style guidelines.
5
Double check that all the organisational house style guidelines have been followed, and that
the layout follows the Business Letter Sample.
6
Print one copy.
7
Close the letter.
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1
Dear Mrs Harrison
Sa
mp
le
Do
c
Thank you for your letter of (yesterday’s date) in which you
enquire about the possibility of holding a conference at this hotel
for the sales staff of your firm.
I enclose for your attention our colour brochure which illustrates
the facilities available. Would you please let me know the
following details so I can supply you with more accurate
information and costs.
How long do you wish the conference to last?
What dates are planned?
Approx. how many people do you expect to attend?
Do you want the programme to include some social events as
well as conference business?
As stated above, this information will assist me in keeping your
dates available until you make a firm decision. Also I will be
able to supply you with more accurate data on what we can
provide for you.
Thank you for considering our hotel as your venue. We look
forward to hearing from you.
Yours sincerely
(Horace Higgins will sign, type his name and title with space to sign)
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Exercise 6
1
Use the Pacific Hotel Letterhead to type the following letter on behalf of Mr Higgins to
Ms J M Lilley, 23 Peters Avenue, Palmerston North 5301 (referring to Pacific Hotel House
Style Guidelines). Use today’s date.
2
Save your letter appropriately.
3
Print one copy.
4
Close the document.
Dear Ms Lilley
Do
c
le
Housekeeping – rooms have to be cleaned daily and
we pride ourselves on keeping guests’ rooms in
excellent condition.
mp
Help with secretarial, clerical and reception is always
necessary at this time of the year.
The Entertainment Committee
over the busy period.
needs
organised
help
If you are interested in any of the above, please
write. Of course, it will be necessary to arrange an
interview with you before I can offer you a position. I
look forward to hearing from you.
Sa
Bullet point these three items
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Thank you for your enquiry into holiday work during the
7 weeks of university holidays at the end of the yr. I
do hire students during this busy season, and many
students during this busy season, and many students
have found the work so interesting they apply for fulltime positions in a hotel. Your testimonials are very
impressive. Positions which may be available are as
follows:
Wtgn is an exciting city during the summer months and
I’m sure you will enjoy both the hotel and the city.
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Exercise 7
Open Balsoms Letterhead.
2
Type the following letter to a valued customer about special deals they are offering, using
tabs correctly where appropriate. Use today’s date. Sign the letter with your name.
3
Open Balsoms Policies and make sure that you apply their policies regarding document
layout.
4
Use white space between the Specials to make it more attractive.
5
Save the letter as required by Balsom’s policies. (Refer to page 86 of this workbook for
instructions on how to insert a document filepath and name field.)
6
Print one copy then close.
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1
To: Mr Rawhiti Williams, 23 Parliament Hill, Wellington 6011
Specials
We are pleased to let you know of some specials we currently have available as follows:
Do
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Fly to Europe and save $800 per couple. Combine with either a Globus or Cosmos
European coach tour. Airfares start from as low as $2,299 per person (excluding cost of
coach tour). Only available for a limited time.
Get in quickly.
mp
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From $2,299 pp
Coromandel – Kopu, visit to winery then to Whitianga (3 nights). Day trip to Coromandel,
train ride, Colville, visit Hot Water Beach, Tairua and Miranda.
Sa
Visit now, the sea looks amazing! 4 days for $485 pp
Garden tour – fully escorted
to private gardens, Pukekura
Museum Waiouru, Huka Falls
extras. Garden vouchers on
tour (limited seats), travel to New Plymouth (2 nights). Visits
Park, travel to Wanganui then on to Taupo via War Memorial
& sights, via Rotorua & Cambridge then home. Lots of
booking.
Visit anytime – the gardens are beautiful whatever the season!
5 days for $685 pp
If we can be of any assistance to you, pls do not hesitate to contact us.
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Memos
A memorandum (memo) is a note sent within a workplace from one colleague to another.
Memos do not need to be sent by external post, and are often just put in another’s pigeon-hole or
in-tray. Formal address details are therefore not required.
Most workplaces that use memos provide a memo form for their employees to use. A memo form
is a template which has headings for all the vital information that needs to be filled in and then a
space at the bottom for the message. Using a memo form ensures that the writer doesn’t forget to
include any vital information, saves time by removing the need to create and format a memo each
time one is needed, and also allows the organisation to use its logo if it wishes to reinforce its
brand. Memos are usually typed on blank A4 size paper in portrait orientation.
In many offices these days, memos have been replaced by emails. However, there are
still many organisations, such as factories, hairdressers, construction and agricultural
workplaces, who employ staff without the need for email-receiving equipment
(computers, smart-phones etc) as part of their work position, and so hard-copy memos are
still produced to communicate between staff.
Do
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Note
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The addition of the memo writer’s name at the bottom of the memo message is a personal or
organisational preference – some writers type their name at the bottom of their memo message,
others hand-sign their name after the memo has been printed, and others add nothing at all on the
basis that their name is already in the memo header.
le
An example of a blank memo form is as follows; note that a left aligned tab stop is set at an
appropriate place for the details to be inserted in line. Alternatively, the heading section is created
within a table (four rows, two columns, no lines) to allow the user to tab between cells.
(See Tables under the Reference section on page 78.) This layout method is used within the
document MemoForm used in the following exercises.
mp
Memorandum
(Tab is set here for second column – text in second column must be aligned)
TO:
Sa
FROM:
DATE:
SUBJECT:
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Below is an example of a completed memo form.
MEMORANDUM
TO:
Georgia Paige
FROM:
Kerry Christie
DATE:
19 June 2014
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SUBJECT: Filing cabinets for offices
Side headings with
information
displayed at set
tabs or in a table
and in double line
spacing.
I have obtained quotes for the 4-drawer filing cabinets we discussed
earlier this week. General Office Furniture have indicated they will
give us 15% discount for cash. The quotes are as follows:
General Office Furniture
Number One Furniture
$285 + GST
$278 + GST
Message part of
memo usually
displayed in single
spacing.
le
Do
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The cabinets are available in grey, dark green, navy blue and beige.
They are available for immediate delivery.
mp
Exercise 8
Click on the File tab then on Open. Click on the document called MemoForm then click on
the Open button and select Open Read-Only. This will ensure that you have to save the file
with a different file name and cannot accidentally over-ride the existing MemoForm.
2
Today is Monday 4 November 2013. Complete a memo to your work colleagues (All Staff)
telling them that the Social Club has decided that this Friday (include the date) will be
Seventies Friday. Everyone can wear clothes from the 1970s if they donate $5. The money
raised will go to a charity. Pizza from Piko’s Pizza & Ribs will be delivered to the staff room
at 5.00 pm when there will be a vote to decide which charity all collected money will go to.
Anyone with an external meeting that day would be advised to bring a change of clothes.
3
Save this memo with an appropriate name.
4
Print and close.
Sa
1
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Exercise 9
1
Open MemoForm as read-only and insert the following memo details.
2
Date the memo 16 October 2013.
3
The workplace for this exercise requires that memos:
4
•
are typed in Arial 11 pt font and are hand signed;
•
include a document filepath and name in the footer, 9 pt;
•
are saved by surname of recipient, the word memo, then the subject.
Print one copy.
t
To Tom Buchanan Subject – Expenses Claim
um
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From Georgina Green
Your last month’s expenses claim has not been completed for
checking and reimbursement.
Do
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I spoke to you two weeks ago about the necessity of having these
returns submitted within the first week of the following month.
I have asked our accountant to notify me if she has not
mp
le
received your claim within seven days.
Exercise 10
Open MemoForm as read-only and type the following memo.
2
Refer to the exercise above for workplace policies.
3
Date the memo 16 October 2013.
4
Print one copy.
Sa
1
To Andrew Samson
Same memo as above but replace 2nd para with – you have
always been punctual in this respect, but I would remind you
that ALL receipts must accompany each claim.
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Facsimiles
A facsimile (or fax) is a written message/information which is transmitted (sent) through a fax
machine – the printed document is inserted into the machine, the fax number (sometimes the same
as the telephone number) is keyed-in and then activated. The transmitted information is then sent
to and received by the recipient fax machine which then prints the message/information. The use
of fax software can enable a fax transmission to be sent directly from a computer to a recipient fax
machine.
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Faxes are an excellent way of sending messages and information (which can often include
diagrams) because it is generally quick and both the sender and the recipient have a copy of the
hard-copy information. Unlike emails, faxes can be signed by both parties to create a legal
relationship. Also, the use of a fax permits written documents to be sent to another person without
having to scan them first so that they can be attached to an email. However, aside from in these
circumstances, the popularity of faxes is now declining in favour of email.
While faxes can consist of any number of pages, they are always preceded by a fax form, which
gives the receiver all the basic information that they need to know about the fax that is coming
through (eg who it is from, who it is for, what it’s about, the date, number of pages etc).
Do
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It’s worth noting that very long faxes will clog up a fax machine for quite a time and may cause
inconvenience at both the receiver’s end and the sender’s end, especially if there’s only one fax
machine in each office because no other faxes will be able to be sent or received until the long
document has finished transmitting. Therefore if time is not of the essence, it is better to post very
lengthy documents unless it’s urgent.
le
An example of a printed blank fax form is shown below; note that a left aligned tab is set at an
appropriate place for the details to be inserted in line so that they can be read clearly. Similarly
with other documents, eg letters and memos, workplaces will usually have available a word
processed template to allow the fax cover sheet to be typed and saved.
mp
It is most important that the number of pages is entered correctly so the recipient can check that
he/she has received all pages.
TO:
Sa
Facsimile
COMPANY:
FAX NO.:
FROM:
DATE:
SUBJECT:
No. OF PAGES:
(including cover)
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Below is an example of a completed fax.
Outdoor New Zealand Holidays
99 Upper Harbour Drive
Albany
Phone:
(09) 413 7294
(09) 413 7295
Fax:
Facsimile
Corlette Bartlett
Fax No:
(03) 389 5627
From:
Tom Sommerville
Date:
30 June
May 2002
12
2014
Subject:
Itinerary - Queen Charlotte Walk
Pages including cover page:
3
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To:
The itinerary for your trip Queen Charlotte Sound is attached. We have booked flights but will need to
confirm these when you have checked the itinerary.
Do
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We were able to obtain special rates at the Punga Cove Resort and Furneaux Lodge. All lodges on the
track offer excellent accommodation and services.
The water taxis will need to be booked for the days you wish to travel by boat rather than tramp. Please
let me know if you decide to go ahead with these plans.
Side headings
with tabs for
names, date
etc to be
added. This
can also be
achieved in a
2-column
table.
Line divides
address
details from
message.
le
Could you please confirm that these details are suitable for you by phoning me by Friday of this week (5
June). I look forward to hearing from you.
A signature may
be added but
there is often no
formal
complimentary
close as in a
letter.
Sa
mp
Tom
Although the layout of a fax will vary between organisations, the basic fax information (To, From
etc) will generally be the same. The above completed example has been printed onto company
letterhead.
Because faxes are sent outside the workplace, the fax form will always include the company name
and contact information, either by printing the fax onto company letterhead or having details
included within the fax form template.
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Exercise 11
1
Open the document called FaxForm as read-only.
2
You work for Organic Paints International Ltd and have received a fax from Mr J B Tanaka
of Little Pig Builders (fax no. (06) 782 4551) requesting a quote for 10 x 10 litre pales of
organic primer paint. Prepare a fax in response to Mr Tanaka, quoting him a price of $945 +
GST. State exactly what the price relates to and that the price can be held for three days from
the date of the fax. Freight if required would be an additional cost of $45. Use today’s date.
3
Organic Paints International Ltd requires faxes to be saved by name of recipient company,
subject, date. Include the document filepath and name in the footer.
4
Print and close.
um
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For training purposes,
print these two exercises
on blank paper.
Exercise 12
Open FaxForm as read-only.
2
Type the following fax which is being sent to Arnold Anderson, Manager of International
Insurance Ltd (fax no. (09) 354 8967), from Roberta Canter. The subject is Staff Numbers.
Date the fax 15 June 2013.
3
Roberta’s company requires faxes to be saved by name of recipient company, subject, date.
4
Print and close.
Do
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1
As requested I have done a survey of staff numbers employed at the following offices.
Staff
250
Whangarei
2
Rotorua
4
Palmerston North
2
Nelson
4
le
Wellington
mp
Branch
Sa
Christchurch
Ashburton
Invercargill
Kaikoura
Dunedin
Auckland
Timaru
27
1
49
1
47
300
2
This is a total of 689 employees.
Please let me know if I can provide any other information.
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Rosters
A roster is a schedule of information, usually including names of people, set out in an easy-tofollow way. As you will see below, there are a variety of different ways to set out the information.
Two commonly used rosters is a work roster and a duty roster.
A work roster is a schedule showing when and where staff are working. These rosters are also
sometimes called a staff or shift roster. The types of workplaces which use a work roster often
employee staff who work various days and/or times or their duties vary, eg a supermarket,
hospital, taxi business, restaurants.
mp
le
Do
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um
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Here are two examples of a work roster:
Piko’s Pizza & Ribs
Waiting Staff Roster for week beginning Monday 2 November
Monday
Alice
Marcio
Maria
Jordan
pm
pm


Wednesday
am

pm


am
pm

am


George

am shift 10.00 am – 5.00 pm
Saturday
pm




Friday
am
pm




© Cherylprice.co.nz Limited
Thursday


Lucy
Steph
am
Sa
am
Tuesday
Sunday
am






pm












pm shift 5.00 pm – 12.00 am
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