Writing Routine and Positive Messages

1. Writing Routine and Positive Messages Excellence in Business Communication, 8e

2. The Three-Step Process • Planning • Writing • Completing Excellence in Business Communication, 8e

3. Routine Requests • State the request (the main idea) • Give details and justify the request • Close by requesting specific action Excellence in Business Communication, 8e

4. State the Request • Pay attention to tone • Assume audience will comply • Be specific Excellence in Business Communication, 8e

5. Support the Request • Explain your initial request • Stress reader benefits • Ask questions • Ask important questions first • Ask relevant questions • Deal with one topic per question Excellence in Business Communication, 8e

6. Close the Message • Make a specific request • Provide contact information • Express appreciation and goodwill Excellence in Business Communication, 8e

7. Making Routine Requests • Asking for information and action • Making claims and requesting adjustments • Asking for recommendations Excellence in Business Communication, 8e

8. Action and Information • Internal audience • External audience • State your request • Support the request • Close the request Excellence in Business Communication, 8e

9. Recommendations • State the request • Support your request • Provide a résumé • Express appreciation • Provide instructions Excellence in Business Communication, 8e

10. Claims and Adjustments • Stay professional • Expect a fair adjustment • Document all correspondence • State the problem • Offer details and explanations • Propose a specific action or solution Excellence in Business Communication, 8e

11. Routine Replies and Positive Messages • Start with the main idea • Provide details and explanations • End with a courteous close Excellence in Business Communication, 8e

12. Types of Routine Replies and Positive Messages • Requests for information or action • Grants of claims and requests for adjustment • Recommendations • Informative messages • Good-news announcements • Goodwill messages Excellence in Business Communication, 8e

13. Requests forInformation and Action • The direct approach • Prompt • Gracious • Thorough Excellence in Business Communication, 8e

14. Claims and Requestsfor Adjustment • Who is at fault? • The company • The customer • A third party Excellence in Business Communication, 8e

15. When Your Company Is At Fault • Acknowledge receipt of claim • Take personal responsibility • Sympathize with the customer • Explain your plan of action • Repair the relationship • Follow up with the customer Excellence in Business Communication, 8e

16. Customer At Fault Third Party At Fault Refuse the Claim Honor the Claim Honor the Claim Honor Claim but Deny Fault Consider Public Relations Refer to Third Party When Others Are at Fault Excellence in Business Communication, 8e

17. Recommendations • Support praise with examples and facts • Handle shortcomings with care Excellence in Business Communication, 8e

18. Informative Messages • Reminder notices • Upcoming events • New procedures • Workplace changes • Policy statements • Shipping and returns • Sales discounts • Company developments Excellence in Business Communication, 8e

19. Good-News Announcements • Direct approach • Employment offers • Careful wording • Legal advice • News releases • Relevant information • Public relations Excellence in Business Communication, 8e

20. Effective News Releases • Pick newsworthy events • Focus on one subject • Stress important ideas • Keep statements brief Excellence in Business Communication, 8e

21. Effective News Releases • Minimize verbal clutter • Focus on specifics • Exercise restraint • Follow industry conventions Excellence in Business Communication, 8e

22. Fostering Goodwill • Congratulations • Appreciation • Condolences Excellence in Business Communication, 8e