© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Planning Business Messages

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter The Three-Step Process Planning Writing Completing

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Optimize Your Time Planning 50% Writing 25% Completing 25%

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Analyze the Situation Define your purpose Profile your audience

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Define Your Purpose General –Inform –Persuade –Collaborate Specific –Outcomes –Timing and realism –Acceptability

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Profile Your Audience Identify primary audience Determine size and location Determine composition Gauge level of understanding Project expectations and preferences Forecast probable reaction

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Gather Information Informal methods –Viewpoints of others –Reports and company documents –Supervisors, colleagues, customers –Audience input

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Provide Information Audience needs –Accurate information –Ethical information –Pertinent information

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Selecting the Medium Oral media Written media Visual media Electronic media

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Oral Communication Face-to-face conversations Interviews Speeches Presentations Meetings

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Analysis of Oral Media Advantages –Immediate feedback –Ease of interaction –Rich nonverbal cues –Emotional content Disadvantages –Minimal participation –Nonpermanent –Reduced control –No editing or revision

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Written Communication Memos Letters Reports Proposals

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Analysis of Written Media Advantages –Message control –Audience reach –Permanent record –Minimize distortion Disadvantages –Delayed feedback –Lacks nonverbal cues –Creation and distribution –Preparation and production

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Visual Communication Charts Graphs Diagrams

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Analysis of Visual Media Advantages –Expedite communication –Less intimidating –Assist audience Disadvantages –Learning curve –Preparation time –Transmittal and storage

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Electronic Communication Oral communication –Telephone calls, teleconferencing, voic , audio CDs, podcasts Written communication – , instant messaging, websites, wikis Visual communication –Electronic presentations, computer animation, video

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Analysis of Electronic Media Advantages –Delivery speed –Audience reach –Multimedia –Accessibility Disadvantages –Overuse –Privacy issues –Security risks –Productivity

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Choosing the Right Media Media richness Message formality Media limitations Sender intentions Urgency and cost Audience preferences

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Organizing Information Get to the point Omit irrelevant details Organize your ideas Indicate necessary information

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Importance of Organization Improves productivity Boosts understanding Increases acceptance Saves audience time

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Define the Main Idea General purpose Specific purpose Basic topic Main idea

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Define Topic and Main Idea General Purpose Specific PurposeTopicMain Idea Teach customer service department how to file insurance claims. To Inform To Persuade To Collaborate Insurance Claims R&D Funding Incentive Pay Proper filing of claims saves time and money. Competitors outspend us on research and development. Linking wages to profits motivates workers. Convince managers to increase spending on research and development. Solicit ideas for incentive plan that ties wages to profits.

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Generating Ideas Brainstorming Mapping Storyteller’s tour Journalistic approach Question-answer chain

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Limiting the Scope Time and space Number of main ideas Audience attitude Depth of research

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Sequencing Messages Direct approach –Deductive Indirect approach –Inductive

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Choosing the Approach Audience Reaction Message Opening Message Body Message Closing Eager/Interested/ Pleased/Neutral DispleasedUninterested/Unwilling Main idea, good news, or request Necessary details Cordial comment or statement about specific action Neutral buffer statement Reasons/justification, bad news, positive suggestion Cordial close Attention-getting statement/question Arousing interest, building desire Request for action

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Outlining Content I.First Major Part A.First subpoint B.Second subpoint 1.Evidence 2.Evidence C.Third subpoint II.Second Major Point A.First subpoint B.Second subpoint 1.0First Major Part 1.1First subpoint 1.2Second subpoint 1.2.1Evidence 1.2.2Evidence 1.2.3Third subpoint 2.0Second Major Point 2.1First subpoint 2.2Second subpoint AlphanumericDecimal

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Organization Chart Outlines The Main Idea I. Major PointII. Major PointIII. Major Point A. Evidence B. Evidence C. Evidence A. Evidence B. Evidence C. Evidence A. Evidence B. Evidence C. Evidence

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Organizing Messages State the main idea State major points Provide evidence