2. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 2 Chapter 8 Writing Routine and Positive Messages

3. Learning Objectives 1.Outline an effective strategy for writing routine business requests 2.Describe three common types of routine requests 3.Outline an effective strategy for writing routine replies and positive messages 4.Describe six common types of routine replies and positive messages Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 3

4. New Media Concepts for Age- Old Problems Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 4 Get Satisfaction Community-Based Social Helpdesk Social Media Integration

5. Strategy for Routine Requests Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 5 State Request Assume Compliance Open Explain and Justify Request Breakdown Complicated Requests Body Request Specific Action Express Appreciations Close

6. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 6 Common Examples of Routine Requests Asking for information and action Asking for recommendations Making claims and requesting adjustments

7. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 7 Asking for Information and Action Most simple requests can be handled with three message points: What you want to know or what you want the reader to do Why you’re making the request Why it may be in your reader’s interest to help you

8. Asking for Recommendations Direct Approach Ask for recommendat ion and explain what you need it for. Body Include experience, background, skills Add any unique attributes Close Include a deadline and delivery information Express appreciation Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 8

9. Making Claims and Requesting Adjustments Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 9 When writing a claim or requesting an adjustment: ● Explain the problem and give details ● Provide backup information ● Request specific action Be prepared to document any claims you make with a company. Send copies and keep the original documents.

10. Strategy for Routine and Positive Requests Start with the Main Idea Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 10 Instead of ThisWrite This I am pleased to inform you that after careful consideration of a diverse and talented pool of applicants, each of whom did a thorough job of analyzing Trask Horton Pharmaceuticals’s training needs, we have selected your bid. Trask Horton Pharmaceuticals has accepted your bid to provide public speaking and presentation training to the sales staff.

11. Strategy for Routine and Positive Requests Provide Necessary Details and Explanation Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 11 Your educational background and internship have impressed us, and we believe you would be a valuable addition to Green Valley Properties. As discussed during your interview, your salary will be $4,300 per month, plus benefits. Please plan to meet with our benefits manager, Paula Sanchez, at 8 a.m. on Monday, March 21. She will assist you with all the paperwork necessary to tailor our benefit package to your family situation. She will also arrange various orientation activities to help you acclimate to our company.

12. Strategy for Routine and Positive Requests Turn a Negative in to a Positive Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 12 Instead of ThisWrite This No, we no longer carry the Sportsgirl line of sweaters. The new Olympic line has replaced the Sportsgirl sweaters that you asked about. Olympic features a wider range of colors and sizes and more contemporary styling.

13. Strategy for Routine and Positive Requests End with a Courteous Close Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 13 “Thank you” sufficient with no follow-up If action then clarify who/what/when Identify how action will benefit audience if applicable

14. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 14 Common Examples of Routine and Positive Messages 1.Answering requests for information and action 2.Granting claims and requests for adjustments 3.Providing recommendations and references 4.Sharing routine information 5.Announcing good news 6.Fostering goodwill

15. Answering Requests for Information and Action Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 15 Here is the brochure “Entertainment Unlimited” that you requested. This booklet describes the vast array of entertainment options available to you with an Ocean Satellite Device (OSD). (Response to inquiry, questions) On page 12 you’ll find a list of the 338 channels that the OSD brings into your home. You’ll have access to movie, sports, and music channels; 24-hour news channels; local channels; and all the major television networks. OSD gives you a clearer picture and more precise sound than those old-fashioned dishes that took up most of your yard—and OSD uses only a small dish that mounts easily on your roof. More music, more cartoons, more experts, more news, and more sports are available to you with OSD than with any other cable or satellite connection in this region. It’s all there, right at your fingertips. (Leave reader with a good impression of your firm) Just call us at 1-800-786-4331, and an OSD representative will come to your home to answer your questions. You’ll love the programming and the low monthly cost. Call today! (Encourage future sale)

16. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 16 Granting Claims and Requests for Adjustments

17. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 17 Responding to a Claim When Your Company Is At Fault Acknowledge receipt of complaint Sympathize with customer’s frustration Take or assign personal responsibility for setting matters straight Explain your plan of action Work to repair the relationship Follow up on your response

18. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 18 Responding to a Claim When the Customer Is At Fault Refuse the Claim Grant the Claim Cost of Adjustment Cost of Lost Business Discourage Future Claims Claims Avoid Being Condescending Condescending

19. Claim Reply: Customer at Fault Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 19 The writer opens by thanking the customer and then delivers the good news. The second paragraph explains the cause of the problem and gently suggests that the customer could have prevented it, but does so without insulting or accusing. The third paragraph offers a specific suggestion for the customer’s next purchase and does so in a positive way.

20. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 20 Responding to a Claim When a Third Party is at Fault 1.Evaluate the situation and review your company’s policies before responding. 2.Avoid placing blame; focus on the solution. 3.Regardless of who is responsible for resolving the situation, let the customer know what will happen to resolve the problem.

21. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 21 Providing Recommendations and References A successful recommendation letter contains a number of relevant details: The candidate’s full name The position or other objective the candidate is seeking The nature of your relationship with the candidate Facts and evidence relevant to the candidate and the opportunity

22. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 22 Sharing Routine Information Message Type  Project Updates  Order Status  Policies  Department Announcements  Reminder Notices Content Organization  Open - Purpose, Brief Overview of Information  Body - Details  Close - Courteous

23. Sharing Routine Information on Facebook Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 23 The one-sentence opening paragraph summarizes information about a company- sponsored contest. A link provides full detail about the contest. The post makes good use of graphics and text to provide additional details. The final text element shares entry restrictions to help consumers know whether they are eligible to enter.

24. Announcing Good News Through a Social Media News Release Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 24 The full narrative on the left is “bulletized” here on the right, which helps bloggers and others create their own story. Each bullet also has a Twitter button, which lets readers send the bullet point as an individual tweet. Related links take readers to the company’s main website or the specific product webpage.

25. Fostering Goodwill Congratulations Workplace achievement s Personal events Appreciation Recognize contributions Promote future excellence Condolences Express caring Consider media and timing Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 25

26. Sending Messages of Appreciation Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 26 Thank you and everyone on your team for the heroic efforts you took to bring our servers back up after last Friday’s flood. We were able to restore business right on schedule first thing Monday morning. You went far beyond the level of contractual service in restoring our data center within 16 hours. I would especially like to highlight the contribution of networking specialist Julienne Marks, who worked for 12 straight hours to reconnect our Internet service. If I can serve as a reference in your future sales activities, please do not hesitate to ask.

27. Summary of Objectives Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 27

28. Copyright © 2015 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 28