Writing Routine and

Positive Messages

The Three-Step
Process
Planning
Analyze Situation
Gather Information
Select Medium
Get Organized

Writing
Adapt to
the Audience

Compose
the Message

Completing
Revise
Produce
Proofread
Distribute

TYPES OF MESSAGES
Routine request
Action & Information
Recommendations
Claims & adjustments

Routine reply
News releases
Goodwill messages

ROUTINE REQUESTS

1. Routine Requests
State the
the Request
Request
State
Support the
the Request
Request
Support
Close the
the Message
Message
Close

1.a: State the

Request
Use
Use the
the Right
Right Tone
Tone
Assume
Assume Compliance
Compliance
Be
Be Specific
Specific

1.b: Support the

Request
Explain the
the Request
Request
Explain
Stress Reader
Reader Benefits
Benefits
Stress
Ask Questions
Questions
Ask

1.c: Close the

Message
Specific Request
Three Important
Important
Three
Elements
Elements

Contact Information
Appreciation
and Goodwill

Making Routine
Requests
Action and Information
Recommendations
Claims and Adjustments

Action and Information

More Shared
Background

Statethe
theRequest
Request
State

Less Shared
Background

Internal
Audience

Support the
theRequest
Request
Support

External
Audience

Less
Formal

Closethe
theRequest
Request
Close

More
Formal

Recommendations
The direct approach
Make the request
Establish rapport
Express appreciation

Claims and
Adjustments
Problem Statement
Statement
Problem
Detailsand
andExplanations
Explanations
Details
SpecificActions
Actionsor
orSolutions
Solutions
Specific
Document all Correspondence

Be Professional

Remain Positive

Expect a Fair Adjustment

Routine Replies

Routine Replies
and Positive Messages
The Main
Main Idea
Idea
The
Details and
and Support
Support
Details
ACordial
Cordial Close
Close
A

Types of Routine Replies

and Positive Messages
Requests for Action
and Information

Grants of Claims and

Requests for Adjustment

Recommendations

Informative Messages

Good-News
Announcements

Goodwill Messages

Writing Routine Replies and Positive

Messages

Message Requesting Action

Writing Routine Replies and Positive

Messages

Requesting a Recommendation Letter

Writing Routine Replies and Positive

Messages

Write a message to the customer stating you do not have the

required product he is looking for.

Writing Routine Replies and Positive

Messages

Writing Routine Replies and Positive

Messages

Writing Routine Replies and Positive

Messages
Examples
Examples - Writing Routine and Positive Messages.rar

Assignments
1. You are the Office Manager of ABC Intl Limited. Write a letter
to KESC claiming that your electricity meter is faulty and you
would like a KESC technician to come and fix it.
2. Write a letter to your professor requesting him/her to provide you
a Letter of Recommendation for an admission in the MBA
program of Oxford University in UK.
3. You are the manager of ABC Bicycle Shop. To keep good
relationship with the customer, you have agreed to provide him
free bicycle repair service even though the warranty period for
the bicycle has expired. In view of this, write a letter to the client
in response to his request.

- End -