Chapter 4 Flashcards — Fine Points of Introductions
flashcards tpp introductions scq situation-complication-question story-structure
What is the S-C-Q structure and why does it work as an introduction?
?
S-C-Q stands for Situation-Complication-Question. It works because it tells a “story” the reader already knows: the Situation establishes familiar, uncontroversial truth; the Complication creates narrative tension; and the Question that arises is one the reader would naturally ask. Because the reader already “knows” the story up to the Question, he is psychologically engaged and receptive to the new thinking (the Answer) that follows.
What should the opening Situation sentence do, and what is its key characteristic?
?
It should make a statement about the subject that the reader knows to be true (or will readily accept as true). Its key characteristic is that it anchors the reader in a specific time and place, establishing the base for a story to come. The reader’s natural response is “Yes, that’s true — so what?” which creates the opening for the Complication.
What are the four Situation-Complication-Question combinations that most documents address (Exhibit 10)?
?
- Situation: Have a task to perform / Complication: Something stops us from performing that task / Question: What should we do?
- Situation: Have a problem / Complication: Know the solution / Question: How do we implement the solution?
- Situation: Have a problem / Complication: A solution has been suggested / Question: Is it the right solution?
- Situation: Took an action / Complication: Action didn’t work / Question: Why not?
What are the four ordering variants of S-C-Q, and when would you use each?
?
- Standard (S→C→Q→A): Neutral professional tone; most common; presents history before recommendation.
- Direct (A→S→C): Opens with the answer/solution; use when the reader expects or is ready for the recommendation immediately.
- Concerned (C→S→A): Opens with the problem/alarm; use when you need to create urgency or signal something is seriously wrong.
- Aggressive (Q→S→C): Opens with the question; use to create a sense of challenge or to signal the status quo is inadequate.
What is the rule about Key Line points in an introduction, and what mistake must you avoid?
?
Key Line points must be expressed as ideas, never as topic labels or categories. You must never set out a list of section headings such as “Background / Principles / What it is / How it’s organized / Benefits / Prerequisites.” This is excess baggage that forces the reader to absorb words without perspective. Never have a section labeled “Background” or “Introduction.” Always write ideas (statements that convey meaning), not subjects.
How long should an introduction be?
?
Long enough to ensure that you and the reader are “standing in the same place” — that is, long enough that the reader has been reminded of the Question your document will answer. Typically two or three paragraphs. The Situation and Complication can each be up to three or four paragraphs, but never more. It can also be as short as a single sentence in a brief letter. If you are littering the introduction with exhibits, you are over-stating the obvious.
What are the three principles of good introductions?
?
- Introductions are meant to remind rather than to inform — include only what the reader already knows or will accept; never include anything that would have to be proved (no exhibits in the introduction).
- The introduction should always contain the three elements of a story: Situation, Complication, and Solution (the main point). All three must be present, even if not in classic narrative order.
- The length depends on the needs of the reader and the demands of the subject — history of the problem, earlier investigations, definitions of terms, etc., can all be woven into the story as needed.
Do Key Line points need their own introductions? What do they contain?
?
Yes. Each Key Line point needs its own brief S-C-Q introduction. The initial introduction reminds the reader of what he knows about the overall subject. The first Key Line point’s introduction reminds him why this subject is relevant to the overall point. Each subsequent Key Line point’s introduction shows him how the new subject relates to the one previously discussed. The writer must always make himself aware of what has been put into the reader’s head and what else he needs to know to have the next question triggered.
What is the structure of an introduction for a “Giving Direction” document?
?
Structure: S = We want to do X / C = Need you to do Y / Q = How do we do Y? (usually implied). The Question is planted in the reader’s mind (not reminded of one he had). When the question is “How?” the Key Line is invariably a list of steps. The Complication and Answer are roughly reversals of each other, since the Answer is the effect of carrying out the actions described as the Complication.
What are the four standard Key Line points for an “Approval to Spend Money” memorandum?
?
“You should approve this request because:”
- Resolution of the problem cannot wait (urgency — allows full description of the problem)
- This action will solve the problem (or is the best available alternative if alternatives were examined)
- The cost will be more than offset by projected savings (financial justification)
- There are other additional benefits we can get
What is the key technique for writing a “How to improve an existing process” document?
?
Lay out the present process and the recommended process side by side before you begin writing. The differences between the two process structures tell you exactly what the Key Line steps must be. You may assume you know the processes precisely, but unless you lay them out and compare them, the chances of leaving something important out are very great.
How should you structure an introduction for a “Choosing Among Alternatives” document when one alternative wins on all criteria vs. when none of them fully satisfies?
?
When one alternative (C) wins on all criteria: Structure the Key Line around the criteria — “Select C: It is faster / It is cheaper / It is easier to implement.”
When no alternative gives everything you want: Structure around alternative objectives — “It depends on what you decide you want: Choose A if steady sales / Choose B if quick profits / Choose C if labor peace.” Note: you structure around alternative objectives, not alternative ways to solve the problem.
What is the standard structure for a consulting Letter of Proposal, and what are the four Key Line points?
?
Introduction: S = You have a problem (1–2 sentence description) / C = You have decided to bring in an outsider to solve it / Q = (Are you the outsider we should hire?) — implied. Answer: Yes. Key Line (4 parts):
- We understand the problem
- We have a sound approach for solving it
- We have enormous experience in applying that approach
- Our business arrangements make sense
How does a Progress Review introduction differ between the first review and subsequent reviews?
?
First review: S = We have been working on X problem / C = We told you step one would be to determine whether Y is the case; we have now done that / Q = What did you find?
Subsequent reviews (skeletal form): S = We told you X / C = You asked us to investigate Y, which we have done / Q = What did you find?
The structure after the first review is always the same — it updates the story by making the previous communication the Situation and the follow-on investigation the Complication.
Why does a well-crafted introduction do more than merely “gain the reader’s interest”?
?
It influences the reader’s perceptions. (1) The narrative flow lends plausibility to the writer’s particular interpretation of the situation, constricting the reader’s ability to interpret the situation differently — much like a trial lawyer’s opening statement frames how the jury receives evidence. (2) It gives a sense of inevitable rightness to the writer’s conclusions, making the reader less inclined to argue. (3) It establishes the writer as considerate and trustworthy — wanting the reader to clearly understand the reality of the situation.