Copyright © 2010 Pearson Education InternationalChapter Writing Routine and Positive Messages

Copyright © 2010 Pearson Education InternationalChapter Learning 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

Copyright © 2010 Pearson Education InternationalChapter Learning 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

Copyright © 2010 Pearson Education InternationalChapter The Three-Step Process WritingCompletingPlanning Analyze Situation Gather Information Select Medium Get Organized Revise Produce Message Proofread Message Distribute Message Adapt to the Audience Compose the Message

Copyright © 2010 Pearson Education InternationalChapter Routine Requests The direct approach –State the request –Support the request –Close the message

Copyright © 2010 Pearson Education InternationalChapter State the Request Use the right tone Assume compliance Be specific

Copyright © 2010 Pearson Education InternationalChapter Support the Request Explain the request Propose benefits Ask questions

Copyright © 2010 Pearson Education InternationalChapter Close the Message Specific request Contact information Appreciation and goodwill

Copyright © 2010 Pearson Education InternationalChapter Common Requests Information and action Recommendations Claims and adjustments

Copyright © 2010 Pearson Education InternationalChapter Information and Action Adapt to audience and situation –State the request –Support the request –Offer reader benefits

Copyright © 2010 Pearson Education InternationalChapter Recommendations The direct approach –Make the request –Establish rapport –Express appreciation

Copyright © 2010 Pearson Education InternationalChapter Claims and Adjustments State the problem Explain the problem Provide verification Propose actions and solutions

Copyright © 2010 Pearson Education InternationalChapter Routine Replies and Positive Messages Overall goals –Communicate information –Answer all questions –Provide required details –Make a good impression

Copyright © 2010 Pearson Education InternationalChapter Routine-Message Strategy Main idea Relevant details Cordial close

Copyright © 2010 Pearson Education InternationalChapter Common Routine Replies and Positive Messages Information and action Claims and adjustments Recommendations Informative messages Good-news announcements Goodwill messages

Copyright © 2010 Pearson Education InternationalChapter Information and Action Promptness Graciousness Thoroughness

Copyright © 2010 Pearson Education InternationalChapter Claims and Adjustments Who is at fault? –The company –The customer –A third party

Copyright © 2010 Pearson Education InternationalChapter Company 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

Copyright © 2010 Pearson Education InternationalChapter Customer Is at Fault Refuse the claim –Cost of adjustment –Cost of lost business Grant the claim –Discourage mistakes –Maintain the customer

Copyright © 2010 Pearson Education InternationalChapter Third-Party Is a Fault Evaluate situation Offer solutions Avoid blame game

Copyright © 2010 Pearson Education InternationalChapter Recommendations Candidate’s full name Position or objective Nature of your relationship What prompted you to write Relevant facts and evidence Overall evaluation

Copyright © 2010 Pearson Education InternationalChapter Informative Messages Reminder notices Policy statements

Copyright © 2010 Pearson Education InternationalChapter Good-News Announcements Direct approach –Employment offers –News releases

Copyright © 2010 Pearson Education InternationalChapter Effective News Releases Pick newsworthy events Focus on one subject Stress important ideas Keep statements brief

Copyright © 2010 Pearson Education InternationalChapter Effective News Releases Minimize verbal clutter Focus on specifics Exercise restraint Follow industry practices

Copyright © 2010 Pearson Education InternationalChapter Goodwill Messages Congratulations –Business and personal occasions Appreciation –Good feelings and performance Condolences –Caring and sympathy