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Basic Pattern of Business Messages

Know your purpose


Analyse your audience
Choose the ideas
Collect all the facts
Outline Organize Compose your message
Your organizational plan depends on how you
expect your reader (or listener) to react to
your message. And that reaction, of course,
depends to some extent on what is already in
the mental filter of that person, as well as
on the content of the message.


continued

1. Direct Request (Deductive Approach,
begins with main idea)
2. Good News (Deductive Approach, begins
with main idea)
3. Bad News (Inductive Approach, indirect
which states main idea later )
4. Persuasive Request Plan (Inductive
Approach, indirect which states main idea
later)
When you ask your reader to do something, you
write a request letter or memo.
You organize your message according to the
nature of the request either in direct or
persuasive form. Below given are types of Direct
Request Plan:
I. Inquiries
II. Claims or Complaints and request for
adjustment
III. Invitations, orders and reservations
IV. Requests pertaining to civic causes or public
officials
V. Early stage collection message
Main Idea
a. Introduce your request, major statement, question
b. State reason(s), if desirable, justifying the request
Explanation
a. Include details necessary to help the reader respond to
your request correctly
b. Consider numbering your questions for easy reading and
answering
Courteous close with motivation to action
a. State clearly what action you want the reader to take
and when
b. Make action easy, if appropriate, by including a reply
envelope, your telephone number, office hours and other
helpful info.
c. Express appreciation and, if appropriate, include a
statement of goodwill and reader benefit
You require information about any matter of
interest to you
It must
Contain an effective technical writing style
Involve audience through pronoun usage
Avoid grammatical errors
Must contain the essential letter components


7
Discussion
Specify your needs
Ask precise questions
List specific topic of inquiry
Quantify your questions
8
Discussion
Specify your needs
Ask precise questions
List specific topic of inquiry
Quantify your questions
9
Buyer is at advantage to claim for a faulty
product or insurance for some kind of
adjustment against the fault.
To be fair to the seller or service provider
write promptly. Make sure that your letter
has C qualities . Show by your attitude and
wording that you have confidence in the
readers fairness. Confidence that the
adjustment will be made once they get the
facts.
Depending on the circumstance, you usually claims the
following:
a. Refund
b. A new shipment
c. Free replacement of defective parts
d. Free repairs
e. Reduction of price of the faulty service/product
f. Free inspection leading to complete overhaul.
g. Explanation in the change of the policy/ procedure
h. Credit to your account
i. Cancellation to the order or the part of the order
j. Correction of the billing error
1. Request to persons outside the
organization
This includes acknowledging or asking for
an acknowledgement of vendors,
customers, clients, suppliers, transporters
or developing relations for give and take of
the business.
2. Request to persons within your
organization
The memos included here are
straightforward requests exchanged
between employees, colleagues,
supervisors and subordinates who are the
part of the organization.
Most memos of authorization for special
studies and reports also fall in this direct
request group.
Invitation:
I. Request
II. Who
III. What
IV. Where
V. When
VI. Why : Details about program
VII. Easy action ; dated
VIII. Reader benefit
Order letters include 3 kinds of facts: details
of what you are ordering, direction for
shipment and mode/ manner of payment.
To reserve hotel accommodation and other
premises the content of your paragraph will
depend on somewhat on events and number
of persons needing rooms.
(also more commonly memo) is a
brief written record or
communication, commonly used in
business, government, and
educational organizations.
This communication is goes within
the organization
The basic function of a memo is to make the reader
aware of specific information as efficiently as
possible.
A memo can be written to inform, to persuade, or
to give specific feedback on a particular topic.
When written properly, memos can be very
effective in connecting the writers best interests
with the best interests of the reader.
A memorandum is written using a specific format
which is accepted by the organization in which the
memorandum is used.

The usual structure for a memorandum includes
some or all of the following:



MEMORANDUM (Heading Segment)
TO: The person receiving the memorandum

FROM: The person writing the memorandum

DATE: Usually a formal manner of writing the date, for example 19
September, 2011

SUBJECT: A short title descriptive of the topic in discussion in the
memorandum


Introduction (Opening Segment): explaining why the memorandum has
been written and what topic the memorandum will discuss.

Body (Summary/Analysis Segment): discussing the topic in detail--
explaining what exactly and itemizing when possible any parts of the
topic.

Conclusion (Closing segment): explaining the implications of the memo
and what the audience should think or do about the memos topic as a
result of your analysis.

Identify your audience--identify the person or persons
to whom you are writing. Think about what they
know, who they are, what they want to see or
hear. Clarify I your own mind your audience's ethos
(their values and beliefs). Never, never, never write
without identifying your audience first.
Remember the memos purpose and be kind to the
audience. Use headings and bullets as necessary to
make the key parts or points of the memo stand out.
Be concise in your language--long sentences with
complex construction do not belong in memos. Keep
memos short and to-the-point.
Come to the point first--always use a bottom-line
statement at the very beginning of a non-sensitive
memo.
Proofread your work--always read your work (or
have someone else read it) before you sent it out.
The segments of the memo should be allocated in
the following manner:
Header: 1/8 of the memo
Opening, Context and Task: 1/4 of the memo
Summary, Discussion Segment: 1/2 of the memo
Closing Segment, Necessary Attachments: 1/8 of
the memo

Etiquette is good manners or appropriate or accepted social
practices that reflect and promote civility.

When should you write a letter?
To thank someone who has been gracious, kind or helpful to
you.

When you need assistance or answers to help you make intelligent
decisions.

To respond to a letter or letter request that you have
recently received. (do not wait too long)

To create legal documents that record information and support
claims.

To show that you are a courteous, professional, detail-
oriented person who is aware of etiquette.

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