1. Chapter 6 Neutral and Positive Messages
There are videos embedded in the PowerPoint slides that are available on the Instructor’s Resource CD (ISBN ).

2. Planning and Organizing
Neutral and Positive Messages
Planning and Organizing
Instant Messaging
Responding
Goodwill Messages
Online Comments

3. Types of Neutral and Positive Messages
A small business owner asks for information from a supplier
Supplier
A manager at a large corporation sends an about a minor policy change
Policy change
A customer calls a store for product information
Customer
A manager compliments an employee
Employee
A customer writes positive comments about a company online
Comments

4. Planning Neutral/Positive message
Presents the major idea first, followed by explanations and details and then a friendly closing.
Used when a message conveys neutral or positive information to an audience who will likely be interested in what we have to say.
Direct Plan
Presents the explanations before the major idea.
Used for people who receive many news each day, it saves time and allows them to skim the message.
Indirect Plan

5. Organizing a Neutral Message (Request)
Major Idea First
Present as a direct question, statement, or polite request.
A message is neutral if you anticipate that the reader will do as you ask without having to be persuaded.
Example:
A request for specific information about an organization’s product is neutral because all organizations appreciate the opportunity to promote their products.
However:
A request for free product samples might require a persuasive message to convince the company to do something that will cost money.
Explanation and Details
Explain initial request, include background information, and identify benefits.
Friendly Closing
Express appreciation, state deadlines, and be specific.

6. Presenting Effective Routine Requests
Does Black and Decker offer educational discounts?
Direct Question
Please let me know how I might invest in your deferred money-market fund.
Statement
Would you please answer several questions about the work performance of Janice Henry.
Polite Request

7. Explanation and Details
Most of the time, you will need to explain your initial request and include background information for the reason for making a request.
A reader is more likely to cooperate if you can show how responding to the request will benefit him or her.
Reason for Request
Explain why you are making the request.
Benefit
If possible, show how others benefit from your receiving the requested information.

8. Friendly Closing NOT – I need information by October.
BUT – May I please have the product information by October 1, so I can include Kodak products in the next catalog.
NOT – Thank you in advance for your assistance in this matter.
BUT – Thank you for providing this information, which will help us make a fairer evaluation of Janice Henry’s qualifications for this position.
NOT – Let me know how I can help you in the future
BUT – Please let me know if I can return the favor by attending the meeting with Gupta Associates net week.
Close on a positive, friendly note.

9. Sending Instant Messages for Neutral Messages
To ask a simple question, to convey information quickly, or to get a fast response
Follow your organization’s culture
When the message is short, if the massage is long use
Avoid using instant messaging for personal or confidential business information.
Not for excessive personal messaging at work
When to IM at work
Create a professional screen name.
Start by asking, “Is this a good time?” or "Got a sec?"
Keep IMs short and focused.
Follow grammar, punctuation, and capitalization standards.
Avoid using abbreviations, and use emoticons sparingly.
Follow your company's IM policy.
How to IM at work

10. Responding to a Neutral Message
Respond promptly.
Respond courteously.
Use the direct organizational plan.
Answer all questions asked or implied.
Personalize your response.
Promote your company.
Close on a positive, friendly note.

11. Purpose for Composing Goodwill Messages
People send goodwill messages out of kindness.
To maintain or build relationships.
Convey congratulations, appreciation or sympathy.
Goodwill messages achieve their objective precisely because they have no ulterior motive.
Even subtle sales promotion would make receivers suspect the sincerity of your message.

12. How to Write a Meaningful Goodwill Message
Send a goodwill message while the reason is still fresh in the reader’s mind
Be Prompt
State the major idea in the first sentence or two, even for sympathy notes
Be Direct
Avoid language that is too flowery or too strong
Be Sincere
Personalize the message
Be Specific
A personal note card or a one-paragraph may be plenty
Be Brief

13. Types of Goodwill Messages
Recognition Notes
Congratulatory Notes
Thank You Notes
Sympathy Notes

14. Purpose for sending Goodwill Notes
The message should be sent to recognize when someone does a particularly good job.
Recognition Notes
Congratulatory notes should be sent for major business achievements such as receiving promotion, winning new business, announcing retirement, receiving an award, opening a new branch or celebrating an anniversary for the company
Congratulatory Notes
A thank you note should be sent when someone does you a favor such as sends you a gift, writes a recommendation letter for you, gives you a scholarship, or interviews you for a job.
Thank you Notes
A sympathy note should be sent to a person experiencing difficult time such as health problems, severe business setback or death of a loved one.
Sympathy Notes

15. How to write a Sympathy Note
Begin by expressing sympathy, offer some personal memory of the deceased, and close by offering comfort.

16. Addressing Customer Comments Online
Companies can win customers and build a positive reputation online.
However, slow and poorly written responses can lose customers and damage a company’s image.
Smart companies monitor the constant stream of social media posts and decide whether and how to respond.
Large companies use (Aggregators) programs that scan the web for comments about the company, automatically collect and analyze online messages.
Smaller companies have staff members who use tools such as Google Alerts, to search the web for conversations about their company.

17. Deciding Whether to Respond
Happy
Will you respond?
No Response
Reach Out
Degrading
Misguided
Unhappy
Monitor
Fix the Facts
Restore the Relationship
Consider
Social Media Posts
You have found a post about your company. Is it positive? NO
YES
DISCOVER
EVALUATE
RESPOND
Based on Air Force Blog Assessment Flow Chart.

18. Would You Respond to This Comment? How?
The manager should respond to reinforce the positive review.

19. How About This One?
A manager would probably ignore this comment online. What could you say that would add value to the online discussion? Very little. You can’t change the restaurant location, and the feedback about the steaks is good, but not enough content to warrant a response.

20. Engaging Customers Online: Gap
Why is this a better approach to engage customers online?