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Writing Routine Messages

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  1. Writing Routine Messages Business Communication Today 8e

  2. The Three-Step Process • Planning • Writing • Completing Business Communication Today 8e

  3. Routine Requests • State the request • Explain and justify the request • Close the message Business Communication Today 8e

  4. State the Request • Use the right tone • Consider the audience • Punctuate properly • Use specific language Business Communication Today 8e

  5. Support the Request • Ask important questions first • Ask relevant questions • Deal with one topic per question Business Communication Today 8e

  6. Close the Message • Specific request • Goodwill and appreciation • Contact information Business Communication Today 8e

  7. Routine Requests • Information and action • Claims and adjustments • References and recommendations Business Communication Today 8e

  8. Requesting Action and Information • Company insiders • Company outsiders Business Communication Today 8e

  9. Making Claims andRequesting Adjustments • State the problem • Offer details and explanations • Propose a specific action or solution Business Communication Today 8e

  10. Requesting Referencesand Recommendations • State the request • Provide a résumé or other information • Express appreciation Business Communication Today 8e

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

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

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

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

  15. Referencesand Recommendations • Avoid overstatements • Provide facts • Avoid value judgments • Balance praise and criticism Business Communication Today 8e

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

  17. Good-News Announcements • Direct approach • Employment offers • Careful wording • Legal advice • News releases • Relevant information • Public relations Business Communication Today 8e

  18. Effective News Releases • Pick newsworthy events • Stress important ideas • Keep statements brief Business Communication Today 8e

  19. Effective News Releases • Minimize verbal clutter • Focus on specifics • Exercise restraint Business Communication Today 8e

  20. Sending Goodwill Messages • Congratulations • Appreciation • Condolences Business Communication Today 8e