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Chapter 6: Routine & Goodwill Messages
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Chapter 6: Routine & Goodwill Messages

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  1. Rasooldad AMIRY • Jordan BROWN • Alexandra DEAN • Anita HSIEH • Nicolas MARTIN Chapter 6: Routine & Goodwill Messages 1

  2. What are Routine & Goodwill Messages? • A basic form of communication used in every day business • Examples include: claims, orders, adjustments and appreciations • Usually overlooked but are just as important as a business report 2

  3. Direct Writing Plan • Make purpose clear from the start • Save time and carry impact • Straightforward 3

  4. Direct Writing Plan • Three-Steps Writing Structure: • Opening: delivers the main message • Middle: explains details • Closing: ends pleasantly 4

  5. Requests • How to ask for something you need • Request Memo: a message that asks the reader to perform a routine action 5

  6. Requests • Put the main idea first • Give a reason for the request or state its benefit in the second paragraph • Introduce multiple requests or questions with a summary statement • Anticipate details 6

  7. Requests • Strike a tone that is right for your reader • Keep minor points to a minimum • Use a layout that focuses attention on your request • Close in a courteous and efficient way 7

  8. Responses • The answer to a request • Determine if you are the right person to handle the response • Reply as soon as you possibly can • Begin with good news or the most important piece of information 8

  9. Responses • Design your response to be useful • Use the company’s ethical guidelines • Make your closing work for you • Always revise your work 9

  10. Goodwill Messages • Enhances the value of a business beyond its tangible assets • Creates a bond of friendship and establishes trust between the writer and recipient • Thanks, Sympathy or Condolences 10

  11. Goodwill Messages • “It’s the thought that counts” • Puts you in a positive light • Enhances your visibility • Others more willing to help you in the future 11

  12. Goodwill Messages • Personal: • Specific details • Meaningful • Not mechanical • Prompt: • Send message while news and events are still fresh in the reader’s memory 12

  13. Goodwill Messages • Spontaneous, Short and Sincere: • Sound honest • Avoid clichéd expressionsex: “I hope...” or “I trust...” 13

  14. Informative Letters • Announcement • A message that makes something known • Cover or Transmittal Letters • An informative letter that accompanies materials sent from one person to another & why they are sent • Instructional Letters/Memo • Explains a process, activity or operation 14

  15. Letter Format • Letters Balance and Placement • Professional looking • Centred vertically and horizontally • Unjustified right margins makes it easier to read • Letter Style and Layouts • Determined by the company • Full block, modified block and simplified 15

  16. Letter Format (cont’d) • Letter Elements • Letterhead/Return Address • Dateline • Delivery/Confidential Notation • Inside Address • Attention Line • Reference Line • Salutation 16

  17. Letter Elements • Subject Line (optional) • Message Body • Complementary Close • Signature Block • Identification Initials • Enclosure Notation • Copy Notation • Continuation Page Heading 17

  18. Letter Formats (cont’d) • Addressing Envelopes • Follow Canada Post guidelines 18

  19. Bibliography • Bock, Wally (ZeroDraftBlog). Twitter. Twitter, Inc., n.d. Tweet. 19 November 2012. <https://twitter.com/ZeroDraftBlog> • "Business Communication Quarterly." Sage Journal. Association for Business Communication, 1969. Web. 19 November 2012. <http://bcq.sagepub.com/> • “Business Letter.” Dmoz. AOL, 2011. Web. 19 November 2012. <http://www.dmoz.org/Business/Business_Services/Communications/Writing_and_Editing/Writing/Business_Letters/> • "Business Letter." Wikipedia, The Free Encyclopedia. Wikimedia Foundation, Inc. 22 July 2004. Web. 19 November 2012.< http://en.wikipedia.org/wiki/Business_letter> • “Business Letter: Accentuating the Positives.” The Purdue OWL Family of Sites. The Writing Lab, The OWL at Purdue and Purdue University, 21 April 2010. Web. 19 November 2012. <http://owl.english.purdue.edu/owl/resource/654/1/> • “Business Writing with UpWrite Press.” UpWrite Press. UpWrite Press, 2002. Web. 19 November 2012. <https://www.facebook.com/UpWritePress> 19

  20. Bibliography Cont’d • Case, Alex, et al. “Forum: Letter Writing.” English Language (ESL) Learning. UsingEnglish.com, n.d. Web. 19 November 2012. <http://www.usingenglish.com/forum/letter-writing/> • Clark, Jonathan. Business Writing Solutions. Business Writing Solutions, n.d. Web. 19 November 2012. <http://www.businesswritingsolutions.com/> • Dana, Heather, Carol Hancock, and JoDee Phillips. "The Future of Business: Merit in Writing Across the Curriculum." American Journal of Business Education 4.10 (2011): 51-8. ABI/INFORM Complete; ABI/INFORM Trade & Industry. Web. 19 Nov. 2012. • Gaertner-Johnston, Lynn. Business Writing:How to Write. Syntax Training, 2005. Web. 19 November 2012. <http://www.businesswritingblog.com/business_writing/how_to_write_____/> • Segling, Jeffrey L. And Edward Coleman. The AMA Handbook of Business Letters. New York: AMACOM, 2007. Print. • UpWritePress. “The Key Forms of Business Writing: Basic Letter.” Youtube. Youtube, 6 March 2009. Web. 19 November 2012. <http://www.youtube.com/watch?v=I2txr6OY5dY> 20 20

  21. Zenome / Chapter 6: Routine & Goodwill Messages • <http://zenome.com/directory/index.php?parentID=007.065.006.999> 21