Writing Routine and Positive Messages - Pearson...

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 1

Writing Routine and Writing Routine and Positive MessagesPositive Messages


Learning ObjectivesLearning Objectives• Apply the three-step writing process to

routine and positive messages• Outline an effective strategy for writing

routine requests• Explain how to ask for specific action in a

courteous manner


Learning ObjectivesLearning Objectives• Describe a strategy for writing routine replies

and positive messages• Discuss the importance of knowing who is

responsible when granting claims and requests for adjustment

• Discuss the value of goodwill messages and explain how to make them effective


The Three-Step ProcessThe Three-Step ProcessWriting CompletingPlanning

Analyze Situation

Gather Information

Select Medium

Get Organized

Revise

Produce Message

Proofread Message

Distribute Message

Adapt to the Audience

Composethe Message


Routine RequestsRoutine Requests

• The direct approach– State the request– Support the request– Close the message


State the RequestState the Request

• Use the right tone• Assume compliance• Be specific


Support the RequestSupport the Request

• Explain the request• Propose benefits• Ask questions


Close the MessageClose the Message

• Specific request• Contact information• Appreciation and goodwill


Common RequestsCommon Requests

• Information and action• Recommendations• Claims and adjustments


Information and ActionInformation and Action

• Adapt to audience and situation– State the request– Support the request– Offer reader benefits


RecommendationsRecommendations

• The direct approach–Make the request– Establish rapport– Express appreciation


Claims and AdjustmentsClaims and Adjustments

• State the problem• Explain the problem• Provide verification • Propose actions and solutions


Routine Replies Routine Replies and Positive Messagesand Positive Messages

• Overall goals– Communicate information– Answer all questions– Provide required details–Make a good impression


Routine-Message Routine-Message StrategyStrategy

• Main idea• Relevant details• Cordial close


Common Routine RepliesCommon Routine Repliesand Positive Messagesand Positive Messages

• Information and action• Claims and adjustments• Recommendations • Informative messages• Good-news announcements• Goodwill messages


Information and ActionInformation and Action

• Promptness• Graciousness• Thoroughness


Claims and AdjustmentsClaims and Adjustments

• Who is at fault?– The company– The customer– A third party


Company Is at FaultCompany Is at Fault

• Acknowledge 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


Customer Is at FaultCustomer Is at Fault

• Refuse the claim– Cost of adjustment– Cost of lost business

• Grant the claim– Discourage mistakes–Maintain the customer


Third-Party Is a FaultThird-Party Is a Fault

• Evaluate situation• Offer solutions• Avoid blame game


Recommendations Recommendations

• Candidate’s full name• Position or objective• Nature of your relationship• What prompted you to write• Relevant facts and evidence• Overall evaluation


Informative MessagesInformative Messages• Reminder notices• Policy statements


Good-News Good-News AnnouncementsAnnouncements

• Direct approach– Employment offers– News releases


Effective News ReleasesEffective News Releases

• Pick newsworthy events• Focus on one subject• Stress important ideas• Keep statements brief


Effective News ReleasesEffective News Releases

• Minimize verbal clutter• Focus on specifics• Exercise restraint• Follow industry practices


Goodwill MessagesGoodwill Messages

• Congratulations– Business and personal occasions

• Appreciation– Good feelings and performance

• Condolences– Caring and sympathy

Writing Routine and Positive Messages - Pearson...

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