1. Copyright © 2010 Pearson Education InternationalChapter 8 - 1 Writing Routine and Positive Messages

2. Copyright © 2010 Pearson Education InternationalChapter 8 - 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

3. Copyright © 2010 Pearson Education InternationalChapter 8 - 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

4. Copyright © 2010 Pearson Education InternationalChapter 8 - 4 The Three-Step Process WritingCompletingPlanning Analyze Situation Gather Information Select Medium Get Organized Revise Produce Message Proofread Message Distribute Message Adapt to the Audience Compose the Message

5. Copyright © 2010 Pearson Education InternationalChapter 8 - 5 Routine Requests The direct approach –State the request –Support the request –Close the message

6. Copyright © 2010 Pearson Education InternationalChapter 8 - 6 State the Request Use the right tone Assume compliance Be specific

7. Copyright © 2010 Pearson Education InternationalChapter 8 - 7 Support the Request Explain the request Propose benefits Ask questions

8. Copyright © 2010 Pearson Education InternationalChapter 8 - 8 Close the Message Specific request Contact information Appreciation and goodwill

9. Copyright © 2010 Pearson Education InternationalChapter 8 - 9 Common Requests Information and action Recommendations Claims and adjustments

10. Copyright © 2010 Pearson Education InternationalChapter 8 - 10 Information and Action Adapt to audience and situation –State the request –Support the request –Offer reader benefits

11. Copyright © 2010 Pearson Education InternationalChapter 8 - 11 Recommendations The direct approach –Make the request –Establish rapport –Express appreciation

12. Copyright © 2010 Pearson Education InternationalChapter 8 - 12 Claims and Adjustments State the problem Explain the problem Provide verification Propose actions and solutions

13. Copyright © 2010 Pearson Education InternationalChapter 8 - 13 Routine Replies and Positive Messages Overall goals –Communicate information –Answer all questions –Provide required details –Make a good impression

14. Copyright © 2010 Pearson Education InternationalChapter 8 - 14 Routine-Message Strategy Main idea Relevant details Cordial close

15. Copyright © 2010 Pearson Education InternationalChapter 8 - 15 Common Routine Replies and Positive Messages Information and action Claims and adjustments Recommendations Informative messages Good-news announcements Goodwill messages

16. Copyright © 2010 Pearson Education InternationalChapter 8 - 16 Information and Action Promptness Graciousness Thoroughness

17. Copyright © 2010 Pearson Education InternationalChapter 8 - 17 Claims and Adjustments Who is at fault? –The company –The customer –A third party

18. Copyright © 2010 Pearson Education InternationalChapter 8 - 18 Company Is at Fault Acknowledge 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

19. Copyright © 2010 Pearson Education InternationalChapter 8 - 19 Customer Is at Fault Refuse the claim –Cost of adjustment –Cost of lost business Grant the claim –Discourage mistakes –Maintain the customer

20. Copyright © 2010 Pearson Education InternationalChapter 8 - 20 Third-Party Is a Fault Evaluate situation Offer solutions Avoid blame game

21. Copyright © 2010 Pearson Education InternationalChapter 8 - 21 Recommendations Candidate’s full name Position or objective Nature of your relationship What prompted you to write Relevant facts and evidence Overall evaluation

22. Copyright © 2010 Pearson Education InternationalChapter 8 - 22 Informative Messages Reminder notices Policy statements

23. Copyright © 2010 Pearson Education InternationalChapter 8 - 23 Good-News Announcements Direct approach –Employment offers –News releases

24. Copyright © 2010 Pearson Education InternationalChapter 8 - 24 Effective News Releases Pick newsworthy events Focus on one subject Stress important ideas Keep statements brief

25. Copyright © 2010 Pearson Education InternationalChapter 8 - 25 Effective News Releases Minimize verbal clutter Focus on specifics Exercise restraint Follow industry practices

26. Copyright © 2010 Pearson Education InternationalChapter 8 - 26 Goodwill Messages Congratulations –Business and personal occasions Appreciation –Good feelings and performance Condolences –Caring and sympathy