The Lost Art of Business Writing

It is ironic that in a time when we have so many opportunities to express ourselves, we have lost the fine art of doing it with clarity and interest.

For example, we write our e-mails quickly and use letters instead of the actual words. We say things like "SYL" instead of "see you later." Sometimes we like to add cute symbols to our writing like the smiley face lying on its side: :).

It appears that the art of writing has given way to the need for speed and a reliance on visual stimulus rather than words. While this may work for our personal communications, it can be disastrous for business and government.

E-mails seem to suffer most from this shorthand approach to writing. Often, the most intelligent among us write things in e-mails that become an embarrassment later. The e-mail has replaced the phone call as a quick way to contact someone. But, it is not always better than the phone call. Remember, e-mails are subject to legal subpoena and can become evidence in a court of law.

Mistakes in communication can also affect how we understand ideas. We learn from the written word, yet, many manufacturers would rather delegate the writing of those instruction manuals to engineers instead of writers. They underestimate the importance of writing and, perhaps, the ability of their engineers to write. The result is an unattractive booklet that is poorly written in English, Spanish, Dutch, and French.

Business managers know the importance of good writing to the success of their businesses and encourage their employees to learn good writing skills.

Anyone interested in becoming a better writer should consider taking the online business writing course offered by Joliet Junior College. It is affordable, convenient, and affective.

For more information, call Joseph Giunta at 815-280-2729, or e-mail jgiunta@jjc.edu. The course number is PAS 7720 and begins August 25, 2008.

Major Oil Refineries work with JJC to Certify New Process Operators

For more than ten years, the Lemont-based CITGO refinery has been working closely with Joliet Junior College (JJC) to certify its process operator technicians.

"It takes about six months to complete the program," said Bruce Kuzmanich, contract training manager for JJC's Corporate and Community Services Division. "The training is a combination of classroom and on-the-job instruction. When the students are done, they get certified by CITGO as process operators."

CITGO worked closely with JJC to develop a training program that effectively certifies people as process operators. "They needed to certify their operators before allowing them to work," said Kuzmanich. "So, together, we designed a training program to help new hires learn the skills they would need to succeed on the job. Then we developed assessments to measure their abilities in each area."

Some of these classes include physics and chemistry for process operators, pipefitting and mechanical courses, and piping instrumentation drawing. The classes provide "hands-on" learning opportunities and the instructors bring their years of experience to each subject. As one student said, "Excellent class; the hands-on instruction allowed me to actually see and experience what was being taught."

Another student commented that the "chemistry and physics class tied it all together for me."

Part of the training for process operators includes the study of high-pressure boilers and pipefitting. The Channahon-based ExxonMobil refinery has been working with JJC for the past nine years to train their new hires in these important skills.

"We have an excellent relationship with ExxonMobil," said Amy Murphy, director of Corporate and Community Services. "Like CITGO, ExxonMobil is aware of the growing need for more process operators and has taken a proactive approach to dealing with the problem."

Instructors in JJC's Process Operator program have practical industry experience, which translates well to the students. ExxonMobil graduate Joe Norton said that his instructor was the "first person whoever took us out and showed us what to work on – then went back to the classroom to teach, and then back to the pipe room to see what we learned. Finally, a teacher who understands the working man."

Another graduate, Jim Hibner, agrees. "The best part of the program was the "hands-on" lab and trying to use what we learned in an actual application," he said.

The demand for new operator-technicians continues to grow, as retiring workers need replacements. "The work is interesting, the pay is excellent, and the future is relatively secure," said Kuzmanich. "We have quite a few other industries in our district that need process technicians: chemical manufacturers, packaging companies, and many more."

To learn more about opportunities in this area, or to find out how JJC can help you certify your skilled workers, call Bruce Kuzmanich at 815-280-1512. You can also e-mail bkuzmani@jjc.edu.

Oil Refineries Struggle to Produce More Fuel

With gas prices pushing $4.00 a gallon, you would think oil refineries would have no problems. Well, they have at least one: capacity.

Although oil refineries are currently operating at almost 98 percent capacity, the demand for motor fuels and heating oil continues to grow at a faster rate. The inability of refineries to increase capacity fast enough to meet demand is having as much impact on gas prices as the cost per barrel.

This problem is complicated by the fact that process technology workers are retiring faster than they can be replaced. Although the industry is trying to increase capacity with better technology, the lack of enough trained technicians can minimize the potential for more production. Right now, deficiencies in fuel supply are being made up from foreign imports.

While there is no single answer to the supply and demand problem, the oil industry knows that part of the answer is to upgrade refineries to increase their output. Those upgrades will require trained technicians to make them happen.

Is There A Machine Between You and Your Customers?

Perhaps you haven't noticed it, but there is a steady and growing trend toward self-service.

It started at the gas pump. No one asked us if we wanted to pump our own gas. Instead, oil companies installed new pumps and posted instructions telling us how to pump gas "safely" into our cars.

Now we see it at grocery stores. There are those special checkout stations that let shoppers do their own checkout. And what about all those ATM machines that give us instant cash – they are everywhere.

There are also kiosks that provide information and interact with you. Many colleges have them stationed throughout their campuses.

The kiosk concept has even affected the healthcare industry. "It's just one of those exponential type occurrences," said Bruce Steinhardt, the founder of OTech Group which puts kiosks in clinics for patients to use for check-ins. According to a recent Internet article by Karen Aho, these kiosks verify insurance, take payments, and direct patients to the appropriate waiting areas. Patients do not talk to a single person until they meet the doctor.

What does all this mean in today's business climate? Does customer service still matter?

"You bet," said Joe Giunta, contract training manager for Joliet Junior College's Corporate and Community Services division. "I still get calls from companies, many of them small businesses, that want customer service classes for their employees," Right now, I have multiple companies taking advantage of training to improve the service their employees give to customers."

One of those companies is a custom cabinetmaker that wants their technical people to learn better ways of approaching potential customers for kitchen remodeling. Another client is a center for senior community living that wants their wait staff to better-understand the community they serve.

"These are just a few examples of the demand for customer service training," said Giunta. "In today's struggling economy, I expect many other businesses will take a closer look at the level of service they provide their customers and consider customer service a key to increasing their business."

If you would like to know about Joliet Junior College's customer service training, call Joe Giunta at 815-280-2729, or e-mail him at jgiunta@jjc.edu.