1. Chapter 6 Copyright © 2015 Cengage Learning Neutral and Positive Messages

2. 2 Copyright © 2015 Cengage Learning Neutral and Positive Messages

3. 3 Copyright © 2015 Cengage Learning Neutral and Positive Messages

4. Copyright © 2015 Cengage Learning Organizing a Neutral Message (Request) Hi Ken, I'm planning a new event for clients, and I could use your advice on holding an event like this. You did a great job for the Hilltop Conference, a much bigger event. The event will be for our top 150 clients, and of course, you’re included. We haven't decided on a venue yet. Were you happy with the Stonewalk Center, or do you have other recommendations? Also, what do you think about our hiring a professional event planner? I know you do all of the work yourself, but I'm concerned about my abilities! Do you have someone you could recommend? I would appreciate any guidance you’re willing to offer before July 15, when I have to meet with Carl. If you would rather talk on the phone than reply by email, you can reach me at 569-6314, or let me know a good time to call you. Thank you, Siobhan Major Idea First Present as a direct question, statement, or polite request. Explanation and Details Explain initial request, include background information, and identify benefits. Friendly Closing Express appreciation, state deadlines, and be specific. Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

5. 5 Copyright © 2015 Cengage Learning Neutral and Positive Messages

6. Copyright © 2015 Cengage Learning Using Instant Messaging at Work Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

7. 7 Copyright © 2015 Cengage Learning Neutral and Positive Messages

8. 8 Copyright © 2015 Cengage Learning Responding to a Neutral Message Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

9. Copyright © 2015 Cengage Learning How Can You Improve This Response? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Email question from a customer to a car dealership: “What colors do you have available now for the Honda Civic? If I want a different color, how long would I have to wait?” Email question from a customer to a car dealership: “What colors do you have available now for the Honda Civic? If I want a different color, how long would I have to wait?” Email response: “Atomic Blue, Taffeta White, and Tango Red. For other colors, it depends.” Email response: “Atomic Blue, Taffeta White, and Tango Red. For other colors, it depends.”

10. 10 Copyright © 2015 Cengage Learning Did You Include… ● Wait times for specific colors? ● Interior color choices? ● By when the current colors may still be available? ● By when other colors should be ordered? ● Contact information? ● Encouragement to purchase (promotion)? What else may be important to the customer? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

11. 11 Copyright © 2015 Cengage Learning Neutral and Positive Messages

12. Copyright © 2015 Cengage Learning Types of Goodwill Messages Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

13. 13 Copyright © 2015 Cengage Learning How to Write a Meaningful Goodwill Message Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

14. 14 Copyright © 2015 Cengage Learning Neutral and Positive Messages

15. 15 Copyright © 2015 Cengage Learning Happy Will you respond? No Response Reach Out Degrading Misguided Unhappy Monitor Fix the Facts Restore the Relationship Consider Social Media Posts You have found a post about your company. Is it positive? NO YES NO YES DISCOVER EVALUATE RESPOND Deciding Whether to Respond Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

16. 16 Copyright © 2015 Cengage Learning Would You Respond to This Comment? How? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

17. 17 Copyright © 2015 Cengage Learning How About This One? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

18. Copyright © 2015 Cengage Learning Engaging Customers Online: Starwood What differences do you notice between how Starwood Hotels and the Gap “engage” customers on Twitter? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

19. Copyright © 2015 Cengage Learning Engaging Customers Online: Gap Which is the better approach? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments