1. Chapter 6
Positive Messages

2. Routine Letters and Goodwill Messages (p. 133-135)
Letters are primarily external documents
Sent to:
Suppliers
Government agencies
Other businesses
Customers (most important)
The most emphatic positions in letters are the openings and closings
Good for the following:
Creating a permanent record
Lending confidentiality
Conveying formality and sensitivity
Delivering persuasive, well-considered messages

3. Direct Requests for Information or Action (p. 135-137)
Opening
Ask the most important question first or express a polite command (in the form of a rhetorical question. Do not use a question mark.)
Body
Explain request logically and courteously
Ask other questions if necessary
Use graphic highlighting to increase readability

4. Closing
Request a specific action with an end date, if appropriate, and show appreciation
Avoid clichéd closings
Thanking you in advance,
I remain . . .
Thank you for your cooperation,

5. Direct Claims (p. 137-138) Opening Body
Describe clearly the desired action, especially when the remedy is obvious
Ask for a change in policy or procedure, or for an explanation if the remedy is less obvious
Body
Explain the nature of the claim
Tell why the claim is justified
Provide details regarding the action requested
Avoid becoming angry or assigning blame
Include copies of all pertinent documentation

6. Closing End pleasantly with a goodwill statement
Include an end date if appropriate
Act promptly

7. Direct Replies (p )
Written in response to requests for information or action
May include a Subject Line below the salutation to identify previous correspondence and/or refer to the main idea (optional)
Opening
Deliver the most important information first
Avoid wordy, drawn-out openings

8. Body Closing Arrange information logically
Use graphic highlighting to increase readability
Explain and clarify information
Provide additional information (if appropriate)
Build goodwill
Closing
End pleasantly
Avoid clichéd closings

9. Adjustment Letters (p. 141-145)
Three goals:
To rectify the wrong, if one exists
To regain the confidence of the customer
To promote future business and goodwill
Subject Line (optional)
Identify previous correspondence
Make a general reference to the main topic

10. Opening Body Grant the request or announce adjustment immediately
Use positive language
Include sales promotion if appropriate
Body
Explain how you are complying with the request
Try to regain the customer’s confidence

11. Decide Whether to Apologize
If you feel an apology is an appropriate goodwill gesture, include it.
DO NOT admit negligence
Closing
End positively with a forward-looking thought
Express confidence in future business relations
Avoid referring to the unpleasantness

12. Goodwill Messages (p. 145) Written in response to:
Thanks
Recognition
Sympathy
Goodwill messages should be:
Selfless
Specific
Sincere
Spontaneous
Short

13. Responding to Goodwill Messages (p. 147)
Thank-You Notes (p )
Direct opening
Special notebook paper or heavy cardstock
Written in response to:
Gift
Favor
Hospitality
Responding to Goodwill Messages (p. 147)
Rude not to respond to recognition
Written to:
Answer congratulatory note
Respond to pat on the back

14. Conveying Sympathy (p. 147-148)
Refer to the death or misfortune sensitively
Praise the deceased in a personal way
Offer assistance without going into excessive detail
End on a reassuring, forward-looking note

15. Is Email Appropriate for Goodwill Messages (p. 148)
Handwritten messages more impressive
appropriate if:
You frequently communicate with receiver via
You precede a phone call or a handwritten offering condolences
You immediately follow a condolence with a handwritten note