1. Editing Messages

2. Readability Number of words per sentence / number of sentences
Number of long words / total words
Three or more syllables
Add two numbers
Multiply by .4
Gives you reading grade level

3. Audience Reading Levels
General business messages – 8th – 11th grade
Wall Street Journal – 10th – 11th grade

4. MS Word Calculations Flesch Readability Test
The Flesch Reading Ease Scale measures readability as follows:
100 Very easy to read. Average sentence length is 12 words or less. No words of more than two syllables.
65 Plain English. Average sentence length is 15 to 20 words. Average word has two syllables.
0 Extremely difficult to read. Average sentence length is 37 words. Average word has more than two syllables.

5. Flesch-Kincaid Index
This index computes readability based on the average number of syllables per word and the average number of words per sentence. The score in this case indicates a grade-school level. For example, a score of 8.0 means that an eighth grader would understand the document.
Standard writing approximately equates to the seventh- to eighth-grade level.

6. Positive or Neutral Messages
AOS 272

7. Purpose Convey pleasant, favorable, or neutral information
Build goodwill and positive relationships
Request information that the reader can easily provide

8. Types of Messages Inquiries Request approvals
Announcements of sales, new products
Announcements of positive information about staff or company
Requests for recommendations
Routine claims

9. Approach
Use the “Direct Plan”
Put good news first

10. Planning Questions What is the most favorable information?
How will this information benefit the reader?
What additional information will the reader need?
Would a sales appeal be appropriate for this message?
What message can be used to build goodwill?

11. The Direct Plan Opening Explanation or details
Request for action and friendly close

12. Opening Give the positive information Be optimistic
Provide coherence (background)
Use emphasis techniques (short)
Stress receiver interests and benefits
Use courteous tone
Be specific

13. Explanation Additional information Objective and factual Concise
Positive
Reader benefits

14. Friendly Close Build goodwill Personalized Concise and positive
Clear statement of action requested or deadline
Express appreciation
Contact information

15. Situation
Tell your customer that their credit has been approved and construction of their custom home will begin in two weeks.

16. Goodwill Messages

17. Purpose Show concern and interest Strengthen relationships
Convey message of caring

18. Types of Goodwill Messages
Congratulations
For accomplishments or achievements
Sent to individuals or organizations
Personal and sincere
Focuses of receiver
Direct approach

19. Condolence Sympathy for misfortune Plan Express sympathy
Use positive memories or references
Offer assistance, if appropriate
Close on a hopeful note

20. Appreciation Thanks for a long-time kindness
Appreciation of a particular favoe
Direct Plan:
Express appreciation
Add details of why you appreciate
Close with different words of thanks

21. Invitation Direct approach Who is invited? (Spouses, children, guest)
What is the occasion? (Appropriate dress, gifts)
When is it? (Day, date, time)
Where is it? (Address, directions, map)
How will you know if they are coming? (RSVP)

22. Holiday Greetings
Any festive season
Avoid religious messages

23. Welcome New residents New employees New companies New businesses
Share information about products or services

24. Style Handwritten or printed? Card, letter, or e-mail?
Familiar or formal tone and language?

25. Review Start with the main idea.
Provide necessary details and explanation.
End with a courteous close

26. Granting Claims and Adjustments (Your company at fault)
Acknowledge receipt of customer’s claim.
Take responsibility for correcting the problem.
Sympathize with customer’s inconvenience or frustration.
Explain how you will resolve the situation.
Take steps to repair the relationship.
Follow up to verify solution.

27. Customer’s Fault
Consider the relationship – is it worth losing the customer?
Can you clearly explain logical reasons for the refusal?

28. Third Party Error 1. What is your relationship to the third party?
2. What is your company policy?
3. Try to assist the customer, regardless of fault.
4. Avoid placing blame.