1. Chapter 6
Positive Messages

2. Routine Letters and Goodwill Messages (p. 142-143)
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 and Response Messages (p. 144-146)
Opening
Opening and closing are most emphatic positions
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 (see p. 146 for tips)
Request a specific action with an end date, if appropriate, and show appreciation
End courteously
Avoid clichéd closings
Thank you for your cooperation, (trite)
Thanking you in advance, (trite and presumptuous)
If you have any questions, (suggests your message wasn’t clear)

5. Responding to Requests (p. 146-148)
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 in a memo)

6. Opening Deliver the most important information first
Avoid wordy, drawn-out openings
Announce good news immediately

7. Body Closing Check facts and figures carefully (if appropriate)
Arrange information logically
Use graphic highlighting to increase readability
Explain and clarify information
Provide additional information (if appropriate)
Build goodwill
Closing
End pleasantly, and offer help to the reader
Avoid clichéd closings

8. Instruction Messages (p. 148-150)
Follow direct organizational strategy
Use plain English
Be clear
Outline steps to be taken to complete a task

9. Writing Plan (p. 148): Subject Line: Briefly summarizes message
Opening: State main idea concisely
Body: Divide instructions into steps in the order in which they should be completed
Use bulleted and/or numbered lists to help you organize
Begin each list item in imperative mood (a command)
Closing: Request action, summarize message, or present closing thought (along with deadline)

10. Revising Instruction Messages (p. 149)
Watch tone
Tell readers what they should do, not what they shouldn’t
Do not threaten the reader
Do show how the steps will help the reader
Explain tactfully reasons for the new instructions
Make sure you use imperative mood
Make sure lists are grammatically parallel, beginning with active-voice verb

11. Direct Claims and Complaints (p. 150-152)
Opening
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
Cite names of people you spoke to and dates of calls (if appropriate)

12. Closing End pleasantly with a goodwill statement
Include an end date if appropriate
Act promptly
Keep a copy of your letter or

13. Adjustment Letters (p. 152-154)
Three goals:
1. To rectify the wrong, if one exists
2. To regain the confidence of the customer
3. To promote future business and goodwill
Subject Line (optional)
Identify previous correspondence
Make a general reference to the main topic

14. Opening Body Grant the request or announce adjustment immediately
Do not begin with an apology if you are complying with the request
Use positive language
Include sales promotion if appropriate
Body
Explain how you are complying with the request
Try to regain the customer’s confidence

15. Decide Whether to Apologize (p. 156-157)
If you feel an apology is an appropriate goodwill gesture, include it.
Be brief! Apologize once, and let it go.
DO NOT admit negligence.
Closing
End positively with a forward-looking thought
Express confidence in future business relations
Include a sales promotion if appropriate
Avoid referring to the unpleasantness

16. Goodwill Messages (p. 158-161)
Written in response to:
Thanks
Recognition
Sympathy
Goodwill messages should be:
Selfless
Specific
Sincere
Spontaneous
Short

17. Responding to Goodwill Messages (p. 160)
Thank-You Notes (p )
Direct opening
Special notebook paper or heavy cardstock
Written in response to:
Gift
Favor
Hospitality
Responding to Goodwill Messages (p. 160)
Rude not to respond to recognition
Written to:
Answer congratulatory note
Respond to pat on the back

18. Conveying Sympathy (p. 160-161)
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

19. Is Email Appropriate for Goodwill Messages (p. 161)
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