Writing Routine and Positive Messages

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 8 - 1

The Three-Step Process

Planning
Analyze Situation

Writing
Adapt to the Audience
Compose the Message

Completing
Revise

Gather Information
Select Medium

Produce
Proofread Distribute
Chapter 8 - 2

Get Organized

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Routine Requests
Direct Approach

State the Request

Routine Business

Support the Request Close the Message

Willing Audience

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Chapter 8 - 3

State the Request

Use the Right Tone Assume Compliance Be Specific
Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 4

Support the Request

Explain the Request Propose Benefits Ask Questions
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Close the Message

Specific Request

Contact Information Appreciation and Goodwill

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Common Requests
Information and Action

Recommendations

Claims or Adjustments
Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 7

Information and Action

Adapt to Situation

Straightforward Style
State the Request Support the Request Offer Reader Benefits

Adapt to Audience

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Chapter 8 - 8

Recommendations
The Direct Approach

Make the Request

Establish Rapport

Express Appreciation
Chapter 8 - 9

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Claims and Adjustments

Expect a Fair Adjustment
Remain Positive

Problem Statement
Explanation and Verification Specific Actions or Solutions Document Correspondence

Be Professional

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Chapter 8 - 10

Routine Replies and Positive Messages

Overall Goals
Responses Announcements Goodwill

Offer Information

Answer Questions

Provide Details

Make an Impression
Chapter 8 - 11

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Routine-Message Strategy
The Message

Main Idea

Relevant Details

Cordial Close

Receptive Audience
Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 12

Common Routine Replies and Positive Messages

Information and Action Claims and Adjustments
Recommendations Good-News Announcements Informative Messages Goodwill Messages
Chapter 8 - 13

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Information and Action

Promptness Graciousness Thoroughness
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Claims and Adjustments

The Company?

Who Is At Fault?

The Customer?

A Third Party?
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Company Is At Fault
Acknowledge the claim or complaint
Take responsibility for the outcome

Sympathize with the customer

Explain your plan of action Work to repair the relationship Follow up on your response
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Customer Is At Fault
Refuse the Claim Grant the Claim

Cost of Adjustment
Cost of Lost Business

Discourage Mistakes
Maintain the Customer
Chapter 8 - 17

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Third Party Is At Fault

Evaluate Situation Offer Solutions

Avoid Blame Game

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Recommendations
Candidates Name Position or Objective

Nature of Relationship

Why You Are Writing

Relevant Evidence

Overall Evaluation
Chapter 8 - 19

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Informative Messages
Notices Policies

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Chapter 8 - 20

Good-News Announcements
Direct Approach

Employment Offers Careful Planning Legal Issues

News Releases Relevant Information Public Relations

Chapter 8 - 21

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Effective News Releases

Pick Newsworthy Events

Focus On One Subject Stress Important Ideas

Keep Statements Brief
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Effective News Releases

Minimize Verbal Clutter

Focus On Specifics Exercise Restraint

Follow Industry Practices
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Goodwill Messages
Congratulations
Business Achievements

Appreciation
Create Good Feelings

Condolences

Express Caring

Personal Highlights

Promote Further Excellence

Convey Sympathy
Chapter 8 - 24

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Writing Routine and Positive Messages

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 8 - 25