whichever view prevails, however, it is generally held that people produce their best performance when they know clearly what is expected of them. W. Edwards Deming,one of america's great management gurus stated, 'people need to know what their jobs are' (personnel management, June 1992) Consequently if an undertaking objectives are to be achieved, it follows that all its managers and work people must know clearly the results they are expected to produce. Such a statement of an organization's expectations of its employees can be made either orally or in writing. There are very who believe that the written word is less likely to be misunderstood and that the need to think carefully before putting words to paper generally produces more logical and effective results than oral statements.