Welcome to Chapter 3.







Overview







In the last two chapters, you've learned and practised the first two stages of the Writing Process: Plan and Organise.







In this chapter, you'll look at the next two stages: Draft and Revise. Together, these two stages take the most time. Writing the first draft takes less time than revising. You'll focus on writing the first draft and taking the first step in revising your draft.







Plan to Organise to Draft to Revise







This course is based on the Writing Process, a step-by-step procedure for producing effective correspondence. Therefore, HSBC recommends that you study each chapter of this course in order, beginning with the introductory chapter "Getting Started".







Objectives







In this chapter, you'll start working on a writing project.



As you do so, you'll be able to



l draft a letter and



l revise your letters to make them complete.







Planning and Organising: A Quick Review







In the first two stages of the Writing Process, you plan and organise what you're going to write.



In planning, you decide



why you are writing (writer's purpose)

how your reader will respond (reader's response)

what your reader needs to know (reader's information).





You then organise your plan by creating an outline.







Drafting: Before You Begin







In this chapter, you'll begin to write a letter. As you write this letter, you'll work through all five stages of the Writing Process.







LETTER TO MR PERRY: THE SITUATION







The letter you will write is based on the following situation:







Situation:







Our customer, Mr Robert Perry, deposited a cheque through 'Quick Deposit' into his Premier account. Unfortunately, the name on the cheque (the bearer's name) was not exactly the same as the name on the account. The name on the cheque was Mr Robert Pery (instead of Perry). As a result, the money was not credited to Mr Perry's account.







Solution:







Mr Perry needs to ask the drawer to write another cheque, making sure the name is exactly the same as on the account card. Then, the money can be deposited into his account.







LETTER TO MR PERRY: THE TASK







You are a Customer Relationship Officer. Although there is a standard form to deal with this situation, your manager has asked you to write a letter to Mr Perry, as he is a valued customer.







Mr Perry's details are as follows:







Address: Flat 3A, Bayshore Tower, Mary's Point, Vancouver



Account no: 613 556556 888



Cheque no: 60263



Payee name: Mr R Pery



Name on account record: Mr R Perry







What will you do next? Think about this...







You're not going to start writing immediately, are you?







Remember: there are five stages in the Writing Process. You always need to begin with the first stage.







LETTER TO MR PERRY: PLANNING







What should you do first? You should plan what to write!







Do you remember the 3 strategies you use when planning to write?







The 3 strategies in planning are







WHY are you writing to Mr Perry? (ie the Writer's Purpose)

WHAT do you want Mr Perry to do? (ie the Reader's Response)

WHAT does Mr Perry need to know? (ie the Reader's Information).





LETTER TO MR PERRY: PLANNING







How did you do? Here is a suggested plan:







Suggested Answer







Writer's Purpose



- To explain the situation (why the cheque was not accepted)



- To propose / suggest a solution







Reader's Response



- To understand why the cheque was not accepted



- To accept our suggestion







Reader's Information



- The name on the cheque needs to match the name on the account card



- The writer of the cheque needs to issue another cheque with the correct name







Remember to always keep your plan with you as your guide. This will ensure that you get the results you want from your writing.







LETTER TO MR PERRY: ORGANISING







Now that you've completed your plan, you need to organise it.







Do you remember the five sections of a letter?







To help you recall these sections:







Salutation







Opening (Background & Purpose)







Facts (Reader's Information)







Action (Reader's Response)







Remarks







LETTER TO MR PERRY: ORGANISING







How did you do?







Suggested Outline







Salutation:



Dear Mr Perry







Opening:



refer to "Quick Deposit" cheque



apologise that cheque cannot be accepted



writing to explain situation and suggest solution







Facts:



explain that name was misspelled



explain that name on cheque needs to match name on account card







Action:



ask the writer of the cheque to issue another one







Remarks:



hope information is useful







Now that you have completed your outline, you're ready to move on to the next stage in the Writing Process. 下次还有更精彩的哦！
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