Planning Business Messages

1. Planning Business Messages Excellence in Business Communication

2. Effective Business Writing • Purposeful • Audience-centered • Concise Excellence in Business Communication

3. Three-Step Writing Process • Planning your message • Writing your message • Completing your message Excellence in Business Communication

4. Analyze the Situation • Purpose • Schedule • Audience Excellence in Business Communication

5. General Inform Persuade Collaborate Specific Realism Timing Delivery Acceptability Define Your Purpose Excellence in Business Communication

6. Profile Your Audience • Identify primary audience • Determine size • Determine composition • Gauge level of understanding • Consider expectations and preferences • Estimate probable reaction Excellence in Business Communication

7. Gather Information • Viewpoints of others • Reports and company documents • Supervisors, colleagues, customers • Audience input Excellence in Business Communication

8. Audience Information Needs • Required information • Accurate • Ethical • Pertinent Excellence in Business Communication

9. Adapting the Message • Channel • Medium • Rapport Excellence in Business Communication

10. Oral Telephone Face-to-face Speeches Electronic media Written Letters Memos E-mail Reports Communication Channel Excellence in Business Communication

11. Media Richness • Informational cues • Feedback • Personal focus Excellence in Business Communication

12. Communication Channels Use An Oral Channel Use A Written Channel • Need immediate feedback • Relatively simple message • Don’t need permanent record • Easy to assemble audience • Encourage interaction • Don’t need immediate feedback • Detailed, complex message • Need permanent record • Large, dispersed audience • Minimize distortion Excellence in Business Communication

13. Voice mail Teleconferencing Videotape Computer conferencing Faxing E-mail Instant messaging Web sites Electronic Media Excellence in Business Communication

14. Advantages Speed Time-zones Dispersed audience Disadvantages Content issues Privacy Productivity Electronic Communication Excellence in Business Communication

15. Relating to the Audience • Use the “you” attitude • Emphasize the positive • Establish credibility • Be polite • Use bias-free language • Project company’s image Excellence in Business Communication

16. The “You” Attitude • Instead of this: To help us process this order, we must ask for another copy of the requisition. • Use this: So that your order can be filled promptly, please send another copy of the requisition. Excellence in Business Communication

17. The “You” Attitude • Instead of this: You should never use that type of paper in the copy machine. • Use this: That type of paper doesn’t work very well in the copy machine. Excellence in Business Communication

18. Emphasize the Positive • Instead of this: It is impossible to repair your vacuum cleaner today. • Use this: Your vacuum cleaner will be ready by Tuesday. Excellence in Business Communication

19. Instead of this: Cheap merchandise Toilet paper Used cars High-calorie foods Elderly person Pimples and zits Use this: Bargain prices Bathroom tissue Resale cars High-energy food Senior citizen Complexion problems Emphasize the Positive Excellence in Business Communication

20. Establish Your Credibility • Find common ground • Explain your credentials • Refer to a trusted authority • Provide ample evidence Excellence in Business Communication

21. Politeness and Courtesy • Promote goodwill • Practice diplomacy • Use tact • Be prompt Excellence in Business Communication

22. Bias-Free Language • Gender • Race or ethnicity • Age • Disability Excellence in Business Communication

23. Project the Company’s Image • Be a spokesperson • Convey the right impression • Minimize your own views • Maximize company interests Excellence in Business Communication