Delivering Good- and Neutral- News Messages

1. Delivering Good- and Neutral- News Messages Chapter 6

2. Learning Objectives • 1. Describe the deductive outline for good news and routine information, and its adaptations for specific situations and for international audiences. • 2. Prepare messages that convey good news, including thank-you and appreciation messages. • 3. Write messages presenting claims and requests and favorable responses to them. • 4. Write message acknowledging customer orders, providing credit information, and extending credit. • 5. Prepare procedural messages that ensure clear and consistent application.

3. Direct Outline Used in Good- and Neutral-News Messages

4. Advantages of the Deductive Outline Begins with an ___________ sentence Gets ________ by responding to the audience’s ______ to know Puts reader in a good frame of mind in order to be ________ to details Allows easy __________ through the details after the main idea is presented easy-to-write attention desire receptive movement

5. Types of Good-News Messages

6. Making the Most of Appreciation Messages Say “thank you” in a timely manner Avoid exaggerated language that is not believable Make specific comments for what you are thankful

7. Distinguishing Between Resale and Sales Promotion Resale— Discussion of goods and services already purchased Example:Remember that your 20- ounce stadium cups are dishwasher and microwave safe. Sales promotion — Statements made about related merchandise or services Example:When your stadium cups order arrives, look for our new catalog so you can create a custom design for your baseball season.

8. Requirements of the Equal Credit Opportunity Act Notify credit applicant of credit decision within 30 days of request Disclose terms of credit agreement Disclose reasons for refusal if credit is denied Provide name and contact information of the consumer reporting agency if their information influenced the credit decision

9. Extending Credit: Write Deductively Open with _____ extension and ________ information Indicate basis for credit extension and explain _____ Outline credit _______ Communicate genuine desire to build ________ __________ credit shipment terms policies business relationship

10. Guidelines for Procedural Messages Begin each numbered step with action statement Place each step on a separate line for easy reading Consider preparing flow chart Follow your own instructions Ask someone else to follow instructions