Writing Routine and

Positive Messages

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1

 The Three-Step Process

Planning
Writing
Completing

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 2

 Making Routine Requests

State the request (the main idea)

Give details and justify the request
Close by requesting specific action

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 3

 State the Request
Pay attention to tone
Assume audience will comply
Be specific

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 4

 Support the Request
Explain your initial request
Stress reader benefits
Ask questions
Ask important questions first
Ask relevant questions
Deal with one topic per question

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 5

 Close the Message

Make a specific request

Provide contact information
Express appreciation and goodwill

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 6

 Routine Requests

Asking for information and action

Making claims and requesting
adjustments
Asking for recommendations

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 7

 Action and Information

Internal audience
External audience
State your request
Support the request
Close the request

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 8

Asking for Recommendations

State the request

Support your request
Provide a rsum
Express appreciation
Provide instructions

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 9

 Making Claims and
Requesting Adjustments
Stay professional
Expect a fair adjustment
Document all correspondence
State the problem
Offer details and explanations
Propose a specific action or solution

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 10

 Routine Replies
and Positive Messages
Start with the main idea
Provide details and explanations
End with a courteous close

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 11

Common Routine Replies and
Positive Messages
Requests for information or action
Grants of claims and requests for
adjustment
Recommendations
Informative messages
Good-news announcements
Goodwill messages
Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 12
 Requests for
Information and Action
The direct approach
Prompt
Gracious
Thorough

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 13

 Claims and Requests
for Adjustment
Who is at fault?
The company
The customer
A third party

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 14

 Recommendations
Candidates full name
Position or objective
Nature of your relationship
What prompted you to write
Relevant facts, evidence, and
comparisons
Overall evaluation
Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 15
 Informative Messages
Reminder notices
Upcoming events
New procedures
Workplace changes
Policy statements
Shipping and returns
Sales discounts
Company developments

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 16

Good-News Announcements

Direct approach
Employment offers
Careful wording
Legal advice
News releases
Relevant information
Public relations

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 17

 Effective News Releases

Pick newsworthy events

Focus on one subject
Stress important ideas
Keep statements brief

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 18

 Effective News Releases

Minimize verbal clutter

Focus on specifics
Exercise restraint
Follow industry conventions

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 19

 Fostering Goodwill

Congratulations
Appreciation
Condolences

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 20