1. Routine Business Messages
Lecture Seven
Routine Business Messages

2. Yesterday Editing – Content, readability Introduction and conclusion
Indirect and direct messages

3. Today Editing – Style Email/Memo Format Routine Messages
Requesting Information
Making a complaint
Requesting a Reference Letter

4. Readability
Avoid long sentences

5. Readability Bad: confusing structure
It doesn’t matter who you are or what you know, because if you want to pass this class you must hand in all of your work on time, take all the tests, and come to each class.

6. Readability Good: Split into sentences
All students who want to pass this class must come to each class. They must also do all the homework and take all of the tests.

7. Editing Think of editing as having 3 parts: For content
For readability
For style

8. Style
Now that you have all the words, we must make the document look good

9. Style “High Skim Value” Pretend someone is skimming your work.
Change the layout so they can easily find important points, main ideas, etc.

10. Style
Headings
White Space
Font

11. Headings
Headings should be parallel (same form) and make “stand alone sense”
This means they should make sense on their own

12. Headings
Ineffective: does not make stand alone sense
Recommendation

13. Headings Recommendation: Open a new store location
Effective: does make stand alone sense
Recommendation: Open a new store location

14. Headings Ineffective: not parallel Steps to increase business:
Build a new store
Getting more customers
To sell more products

15. Headings Effective: parallel Steps to increase business:
Build a new store
Get more customers
Sell more products

16. White Space White space is empty space on the page.
It emphasizes main ideas
It presents ideas more clearly
It gives the reader a break

17. White Space Vary paragraph length
Don’t have one long paragraph, or many small, similar sized ones
Have variety!

18. White Space Ineffective – one long paragraph
If your reader has to get a dictionary to understand your report then you have not used plain English. When writing a report your job is to get your argument across to your reader, not to expand his or her vocabulary. Replace unusual or obscure words with ones that are easier to understand. For example, don't talk about a ‘paradigm shift' unless you really have to, instead tell them about a different approach or change of attitude or process. Also, delete unnecessary words. A crisis is always serious and dangers are always real so you do not need to say ‘serious crisis' or ‘real danger'. Are there trivial crises or imitation dangers? This point of grammar can seriously improve your report writing! Active sentences will usually have a subject-verb-object structure whereas passive ones have an object-verb-subject structure. Clear as mud? Forget the grammar and just look at some examples. For example, ‘The dog chased the cat' (5 words) is an active sentence whereas ‘The cat was chased by the dog' (7 words) is a passive sentence. Active sentences are normally shorter and a bit more direct. It is usually a good idea to aim for about 70-80% of your sentences to be active when writing reports. In technical reports you may have to lower your sights a little.

19. White Space Ineffective – too many short paragraphs
If your reader has to get a dictionary to understand your report then you have not used plain English. When writing a report your job is to get your argument across to your reader, not to expand his or her vocabulary.
Replace unusual or obscure words with ones that are easier to understand. For example, don't talk about a ‘paradigm shift' unless you really have to, instead tell them about a different approach or change of attitude or process.
Also, delete unnecessary words. A crisis is always serious and dangers are always real so you do not need to say ‘serious crisis' or ‘real danger'. Are there trivial crises or imitation dangers? This point of grammar can seriously improve your report writing!
Active sentences will usually have a subject-verb-object structure whereas passive ones have an object-verb-subject structure. Clear as mud? Forget the grammar and just look at some examples.
For example, ‘The dog chased the cat' (5 words) is an active sentence whereas ‘The cat was chased by the dog' (7 words) is a passive sentence. Active sentences are normally shorter and a bit more direct.
It is usually a good idea to aim for about 70-80% of your sentences to be active when writing reports. In technical reports you may have to lower your sights a little.

20. White Space Effective – varying lengths
If your reader has to get a dictionary to understand your report then you have not used plain English. When writing a report your job is to get your argument across to your reader, not to expand his or her vocabulary. Replace unusual or obscure words with ones that are easier to understand. For example, don't talk about a ‘paradigm shift' unless you really have to, instead tell them about a different approach or change of attitude or process.
Also, delete unnecessary words. A crisis is always serious and dangers are always real so you do not need to say ‘serious crisis' or ‘real danger'. Are there trivial crises or imitation dangers? This point of grammar can seriously improve your report writing! Active sentences will usually have a subject-verb-object structure whereas passive ones have an object-verb-subject structure. Clear as mud? Forget the grammar and just look at some examples.
For example, ‘The dog chased the cat' (5 words) is an active sentence whereas ‘The cat was chased by the dog' (7 words) is a passive sentence. Active sentences are normally shorter and a bit more direct. It is usually a good idea to aim for about 70-80% of your sentences to be active when writing reports. In technical reports you may have to lower your sights a little.

21. White Space Effective: split ideas into a list
I want to remind you of the following things you must do for me:
Finish your homework
Prepare your presentations
Study for you quiz

22. White Space Ineffective: paragraph with no structure
You have to do your homework before tomorrow. You also have to come and talk to me. Will you study for your exam? You shouldn’t forget to do that either.

23. Indenting is important
White Space
Indenting is important

24. White Space Be sure your lists look like this
And that your lists don’t look like this

25. White Space It is better to use “ragged right” margins
Don’t use justified margins

26. White Space Good: Ragged Right
If your reader has to get a dictionary to understand your report then you have not used plain English. When writing a report your job is to get your argument across to your reader, not to expand his or her vocabulary. Replace unusual or obscure words with ones that are easier to understand. For example, don't talk about a ‘paradigm shift' unless you really have to, instead tell them about a different approach or change of attitude or process.
Also, delete unnecessary words. A crisis is always serious and dangers are always real so you do not need to say ‘serious crisis' or ‘real danger'. Are there trivial crises or imitation dangers? This point of grammar can seriously improve your report writing! Active sentences will usually have a subject-verb-object structure whereas passive ones have an object-verb-subject structure. Clear as mud? Forget the grammar and just look at some examples.
For example, ‘The dog chased the cat' (5 words) is an active sentence whereas ‘The cat was chased by the dog' (7 words) is a passive sentence. Active sentences are normally shorter and a bit more direct. It is usually a good idea to aim for about 70-80% of your sentences to be active when writing reports. In technical reports you may have to lower your sights a little.

27. White Space Bad: Justified
If your reader has to get a dictionary to understand your report then you have not used plain English. When writing a report your job is to get your argument across to your reader, not to expand his or her vocabulary. Replace unusual or obscure words with ones that are easier to understand. For example, don't talk about a ‘paradigm shift' unless you really have to, instead tell them about a different approach or change of attitude or process.
Also, delete unnecessary words. A crisis is always serious and dangers are always real so you do not need to say ‘serious crisis' or ‘real danger'. Are there trivial crises or imitation dangers? This point of grammar can seriously improve your report writing! Active sentences will usually have a subject-verb-object structure whereas passive ones have an object-verb-subject structure. Clear as mud? Forget the grammar and just look at some examples.
For example, ‘The dog chased the cat' (5 words) is an active sentence whereas ‘The cat was chased by the dog' (7 words) is a passive sentence. Active sentences are normally shorter and a bit more direct. It is usually a good idea to aim for about 70-80% of your sentences to be active when writing reports. In technical reports you may have to lower your sights a little.

28. White Space For business writing, use a 12 pt. Font
“Times New Roman” is the standard Font

29. White Space
You can use other ones, but don’t go too crazy.

30. White Space Effective: 12 pt. Normal font
If your reader has to get a dictionary to understand your report then you have not used plain English. When writing a report your job is to get your argument across to your reader, not to expand his or her vocabulary. Replace unusual or obscure words with ones that are easier to understand. For example, don't talk about a ‘paradigm shift' unless you really have to, instead tell them about a different approach or change of attitude or process.
Also, delete unnecessary words. A crisis is always serious and dangers are always real so you do not need to say ‘serious crisis' or ‘real danger'. Are there trivial crises or imitation dangers? This point of grammar can seriously improve your report writing! Active sentences will usually have a subject-verb-object structure whereas passive ones have an object-verb-subject structure. Clear as mud? Forget the grammar and just look at some examples.
For example, ‘The dog chased the cat' (5 words) is an active sentence whereas ‘The cat was chased by the dog' (7 words) is a passive sentence. Active sentences are normally shorter and a bit more direct. It is usually a good idea to aim for about 70-80% of your sentences to be active when writing reports. In technical reports you may have to lower your sights a little.

31. Ineffective: 8 pt. Normal font
White Space
Ineffective: 8 pt. Normal font
If your reader has to get a dictionary to understand your report then you have not used plain English. When writing a report your job is to get your argument across to your reader, not to expand his or her vocabulary. Replace unusual or obscure words with ones that are easier to understand. For example, don't talk about a ‘paradigm shift' unless you really have to, instead tell them about a different approach or change of attitude or process.
Also, delete unnecessary words. A crisis is always serious and dangers are always real so you do not need to say ‘serious crisis' or ‘real danger'. Are there trivial crises or imitation dangers? This point of grammar can seriously improve your report writing! Active sentences will usually have a subject-verb-object structure whereas passive ones have an object-verb-subject structure. Clear as mud? Forget the grammar and just look at some examples.
For example, ‘The dog chased the cat' (5 words) is an active sentence whereas ‘The cat was chased by the dog' (7 words) is a passive sentence. Active sentences are normally shorter and a bit more direct. It is usually a good idea to aim for about 70-80% of your sentences to be active when writing reports. In technical reports you may have to lower your sights a little.

32. Ineffective: 12 pt. weird font
White Space
Ineffective: 12 pt. weird font
If your reader has to get a dictionary to understand your report then you have not used plain English. When writing a report your job is to get your argument across to your reader, not to expand his or her vocabulary. Replace unusual or obscure words with ones that are easier to understand. For example, don't talk about a ‘paradigm shift' unless you really have to, instead tell them about a different approach or change of attitude or process.
Also, delete unnecessary words. A crisis is always serious and dangers are always real so you do not need to say ‘serious crisis' or ‘real danger'. Are there trivial crises or imitation dangers? This point of grammar can seriously improve your report writing! Active sentences will usually have a subject-verb-object structure whereas passive ones have an object-verb-subject structure. Clear as mud? Forget the grammar and just look at some examples.
For example, ‘The dog chased the cat' (5 words) is an active sentence whereas ‘The cat was chased by the dog' (7 words) is a passive sentence. Active sentences are normally shorter and a bit more direct. It is usually a good idea to aim for about 70-80% of your sentences to be active when writing reports. In technical reports you may have to lower your sights a little.

33. Formatting
When sending a business message, it is critical that we put it in the right format Many companies will have a standard format. When in doubt use the format on page 163 for memos and 167 for letters: Full Block Format

34. Formatting Date (on top of the page)
Address (name of the person you are sending the message to)
Salutation (Dear Mr., Dear Mrs.)
Subject line (optional)
Body
Closing (include signature)

35. Formatting
Memo/
To:
From:
Date:
Subject:

36. Formatting
Subject must be direct, clear and provide instructions. Can include dates.
Send figures for July sales
Bring report to Friday’s meeting
Need budget for report

37. September James Smith President Coca Cola Company 123 Fake Street Springfield, IL, USA Dear Mr. Smith, Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Body. Sincerely, Keith Cochrane

38. Routine Messages For normal business situations
About day to day activity
Rarely complicated
Quick, clear, and direct

39. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organize, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)

40. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organize, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)

41. Planning
Even though messages are short, it is still good to plan the message.
Collect info, organize your thoughts, focus your ideas

42. Planning Go over 5 communication strategies
Purpose? Objective? Style? Channel? Audience

43. Planning
Use the “you” attitude
Adapt message to readers

44. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organize, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)

45. Writing Assume your reader is interested or neutral
Assume they will respond positively

46. Writing Must have a clear opening (introduction)
State all main ideas (Body)
Close Politely (conclusion)

47. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organize, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)

48. Editing Check content, readability, style format.
Proofread typos, errors, etc.
Read over before sending

49. Message Strategy
We will look at the strategy for writing routine messages.
Start with Introduction

50. Introduction Strategy
State your request at the beginning
Pay attention to your tone
Avoid personal intros
Be specific (say exactly what you want)

51. Body Strategy Explain and justify your request
Include any benefits it might have for your audience

52. Body Strategy If you have questions, ask them here.
List most important questions first.
Make the questions simple and short

53. Closing Strategy
Repeat your specific request including:
Time
Place

54. Closing Strategy Say how you can be reached, including: Phone # Email
Office hours
Etc

55. Closing Strategy
End with a polite closing

56. Routine Messages We will look at three different kinds:
Normal Requests
Complaint
Request for a reference

57. Routine Messages We will look at three different kinds: Normal Request
Complaint
Request for a reference

58. Normal Request
Asking for information or action
Opinions?
Help?

59. Normal Request State three things: What you want to know
Why you want to know it
Why the reader should help

60. Normal Request Be clear in your request and your explanation
Direct approach
Include dates and times

61. Normal Request For fellow employees: Assume they know you
Have a clear and detailed subject
is the best channel

62. Normal Request For other companies
To ask other customers to provide information or do something simple

63. Normal Request Be polite
Ask clear and numbered questions for easy reply

64. Normal Request Be polite
Ask clear and numbered questions for easy reply

65. Routine Messages We will look at three different kinds: Normal Request
Complaint
Request for a reference

66. Complaint If you are unsatisfied with a service or product
Over charging
Broken
Impolite salesman

67. Complaint Good because it leaves a permanent record
Must be rational, clear, and polite
Assume reader will agree with you

68. Complaint
Beginning
Straightforward explanation of problem

69. Complaint
Middle
Complete explanation. Include all specifics and details of problem. (date purchased, date of issue)

70. Complaint End Request specific action (if known)
Provide contact information

71. Routine Messages We will look at three different kinds: Normal Request
Complaint
Request for a reference

72. Reference Request
In order to get a job or scholarship, we may need to ask an old employee or professor for a reference

73. Reference Request
Certain guidelines exist in writing these letters

74. Reference Request Ask permission first Assume they will do it
If time has passed, mention who you are and how you know each other

75. Next time:
We will discuss writing bad news messages