1. Writing Routine and Positive Messages
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2. 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
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3. 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
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4. The Three-Step Process
Planning
Writing
Completing
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce
Proofread
Distribute
Adapt to
the Audience
Compose
the Message
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5. Routine Requests The direct approach State the request
Support the request
Close the message
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6. State the Request Use the right tone Assume compliance Be specific
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7. Support the Request Explain the request Propose benefits Ask questions
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8. Close the Message Specific request
Contact information
Appreciation and goodwill
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9. Common Requests Information and action Recommendations
Claims and adjustments
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10. Information and Action
Adapt to audience and situation
State the request
Support the request
Offer reader benefits
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11. Requesting Recommendations
The direct approach
Make the request
Establish rapport
Express appreciation
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12. Claims and Adjustments
State the problem
Explain the problem
Provide verification
Propose actions and solutions
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13. Routine Replies and Positive Messages
Overall goals
Offer information
Answer all questions
Provide required details
Make a good impression
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14. Routine Message Strategy
Main idea
Relevant details
Cordial close
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15. Common Routine Replies and Positive Messages
Information and action
Claims and adjustments
Recommendations
Informative messages
Good-news announcements
Goodwill messages
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16. Information and Action
Promptness
Graciousness
Thoroughness
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17. Claims and Adjustments
Who is at fault?
The company
The customer
A third party
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18. Company Is At Fault Acknowledge the 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
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19. Customer Is At Fault Refuse the claim Grant the claim
Cost of adjustment
Cost of lost business
Grant the claim
Discourage mistakes
Maintain the customer
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20. Third Party Is At Fault Evaluate situation Offer solutions
Avoid blame game
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21. Writing Recommendations
Candidate’s full name
Position or objective
Nature of your relationship
What prompted you to write
Relevant facts and evidence
Overall evaluation
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22. Informative Messages Reminder notices Policy statements
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23. Announcing Good News Direct to the news media Direct to consumers
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24. Goodwill Messages Congratulations Appreciation Condolences
Business and personal occasions
Appreciation
Contributions and performance
Condolences
Caring and sympathy
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