1. Learning Objective Chapter 9 Developing Neutral and Positive Messages Developing Neutral and Positive Messages Copyright © 2001 South-Western College Publishing Co. Objectives O U T L I N E Getting Organized Writing Business Memos Developing a Framework for Neutral and Positive Messages Writing Business Letters Communicating by E-mail 9 C H A P T E R

2. Learning Objective Chapter 9 Developing Neutral and Positive Messages 1.Explain how to use the Message Development Framework to write both positive and neutral messages. 2.Organize your thinking and the content of the documents you are about to write. 3.Draft an effective business memorandum or e-mail. 4.Write a professional business letter that meets your needs, as well as the needs of your reader. 5.Describe the risks, rewards, and responsibilities of using e-mail as a business communication tool. Learning Objectives

3. Learning Objective Chapter 9 Developing Neutral and Positive Messages DEVELOPING A FRAMEWORK FOR NEUTRAL AND POSITIVE MESSAGES Explain how to use the Message Development Framework to write both positive and neutral messages. Getting Organized Writing Business Memos Customers change, customer needs change, technological change, cultural change Developing Neutral and Positive Messages Dynamic Forces Writing Business Letters Communicating by E-mail Challenges Make sure that you and your reader both understand the words and ideas you’re using to communicate The audience’s reading ability? Communication expectations? Ambiguities

4. Learning Objective Chapter 9 Developing Neutral and Positive Messages Organize your thinking and the content of the documents you are about to write. Getting Organized Writing Business Memos Developing Neutral and Positive Messages Writing Business Letters Communicating by E-mail GETTING ORGANIZED Establish Your Communication Goals What is the expected outcome or result? Establish goals based on the expected outcome. Begin Generating Ideas Is this a problem to be solved? Searching for information or providing it? Talk to people for writing.

5. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Memos Writing Business Letters Communicating by E-mail Focus on the Main Idea Letters, memos, and reports should include just one central idea at a time Don’t try to do too much in one paragraph or one letter Keep the main point up front Keep It Brief Don’t say more than is required Business letters: two or three paragraphs Keep it inviting, readable, and useful Organize your thinking and the content of the documents you are about to write. Developing Neutral and Positive Messages

6. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Memos Writing Business Letters Communicating by E-mail Organize Your Message Present good news, then summarize key points Provide details, background, and essential information. Explain how to take action Present negative aspects in a positive manner Conclude the message sincerely, positively, with an upbeat, professional tone. Organize your thinking and the content of the documents you are about to write. Developing Neutral and Positive Messages

7. Learning Objective Chapter 9 Developing Neutral and Positive Messages Draft an effective business memorandum or e-mail. Getting Organized Writing Business Memos Writing Business Letters Communicating by E-mail Why We Write Memos Stimulate action Use a learning device WRITING BUSINESS MEMOS Advantages of using a memo: To communicate with many people at one time To convey detailed, complex information To provide a written record Developing Neutral and Positive Messages

8. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Letters Communicating by E-mail Write to Inform: write to communicate, not to sell yourself. Brevity Can Be Overdone: don’t submit a pile of unexplained data. Know Your Reader: put yourself in the reader’s place. Anticipate Questions: “What does this information mean to me?” Talk on Paper: speaker to the reader directly, using conversational tones. Writing Business Memos Draft an effective business memorandum or e-mail. Developing Neutral and Positive Messages Keep Your Reader in Mind

9. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Letters Communicating by E-mail Determine What Outcome You Want in Advance: what results do you envision from this memo? Highlight Key Issues: readers need to recognize the most important issues and factors in the memo Gather All the Relevant Information Your Readers Will Need: examine files, reports, and records that are directly relevant Determine What Evidence to Include: not all evidence is equally useful Prepare Carefully Before You Write Writing Business Memos Draft an effective business memorandum or e-mail. Developing Neutral and Positive Messages

10. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Letters Communicating by E-mail Organize the Ideas in Your Memo: make sure your ideas are logical, coherent, and easy to follow Prepare an Outline: don’t worry about format, just get the ideas and issues on paper Look a successful memos Include a clear statement of purpose Assemble background information and data Write in the “inverted pyramid” style: main idea, less important issues, conclusion Use logic where possible Writing Business Memos Draft an effective business memorandum or e-mail. Developing Neutral and Positive Messages

11. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Letters Communicating by E-mail Select a Format: basic elements in common the date separate lines indicating who the memo is addressed to who its from a subject line indicating what the memo is about Write Your First Paragraph: to answer very fundamental questions such as “What’s the problem?” “What am I being asked to do?” “What’s the impact of this decision?” Writing the Memo Writing Business Memos Draft an effective business memorandum or e-mail. Developing Neutral and Positive Messages

12. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Letters Communicating by E-mail Lay Out Your Argument: discuss the meaning of your evidence Make Your Recommendation: explain exactly what you recommend, what action you want to see take place Your discussion should include: How it will be accomplished An outline of alternatives A brief discussion of the realities, risks, and likely outcomes Writing Business Memos Draft an effective business memorandum or e-mail. Developing Neutral and Positive Messages

13. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Letters Communicating by E-mail Well-organizedClear PreciseComplete InformativeConcise CorrectReadable Characteristics of a Well Written Memo What a Memo Can and Cannot Do A memo can be used to... AnnounceClarify Document DetailsRemind People Provide InstructionsRecommend an Action Make a RequestPropose New Ideas Confirm Details Writing Business Memos Draft an effective business memorandum or e-mail. Developing Neutral and Positive Messages

14. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Letters Communicating by E-mail A memo cannot be used to take the place of... a personal note or letter a business letter a telephone call a personal visit The Communication Strategy Memo Complex letters to customers, memos to employees, or reports to an outside agency may be prepared for someone else’s review and signature. To provide readers with brief but important details To explain the issue, options, possible actions Writing Business Memos Draft an effective business memorandum or e-mail. Developing Neutral and Positive Messages

15. Learning Objective Chapter 9 Developing Neutral and Positive Messages Write a professional business letter that meets your needs, as well as the needs of your reader. Getting Organized Writing Business Memos Writing Business Letters Communicating by E-mail WRITING BUSINESS LETTERS Full Block Format: single-spaced paragraphs, double-spaced between paragraphs, begin each line at left margin The Modified Block Format: similar to Full Block, except date and signature are typewritten to the right of center The Semiblock Format: for personal letters The AMS Simplified Format: like a memo, no salutation, “open punctuation style”. Begins with subject in all capital letters. Format Your Letters Developing Neutral and Positive Messages

16. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Memos Communicating by E-mail Heading: tells where the letter comes from and when written Dateline: upper right corner Inside Address: recipient’s address, flush against left margin Salutation: the greeting, two lines below the address, at left margin Body: two lines below salutation Complimentary Close: two lines below last line The Essential Parts of a Letter Writing Business Letters Write a professional business letter that meets your needs, as well as the needs of your reader. Developing Neutral and Positive Messages

17. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Memos Communicating by E-mail Attachments: or “Enclosure” two spaces below the signature Copies: note just below enclosure notation Envelopes: center the address Writing Letters That Ask a Question Pose the question directly Writing Letters That Answer a Question Provide a direct unambiguous answer Writing Letters That Explain Something Nothing is self-explanatory Writing Business Letters Write a professional business letter that meets your needs, as well as the needs of your reader. Developing Neutral and Positive Messages

18. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Memos Communicating by E-mail Writing Goodwill Letters An expression of human kindness Letters of Appreciation: be warm, specific, brief Letters of Congratulations Letters of Sympathy: may be easier in writing When You Should Write and When You Shouldn’t The Cost of a Business Letter The Advantages of Other Media Reaching Many People at Once An Advantage Can Become a Disadvantage Writing Business Letters Write a professional business letter that meets your needs, as well as the needs of your reader. Developing Neutral and Positive Messages

19. Learning Objective Chapter 9 Developing Neutral and Positive Messages Describe the risks, rewards, and responsibilities of using e-mail as a business communication tool. Getting Organized Writing Business Memos Writing Business Letters Communicating by E-mail You Don’t Own Your E-Mail Messages The law favors the system owner. COMMUNICATING BY E-MAIL E-Mail Isn’t Really Private, Anyway Employers monitor e-mail. Courts subpoena. You Have More Than One Choice Telephone? Think About E-Mail As a Substitute for Paper Send text attachments with e-mail messages Developing Neutral and Positive Messages

20. Learning Objective Chapter 9 Developing Neutral and Positive Messages Getting Organized Writing Business Memos Writing Business Letters Communicating by E-mail E-Mail is a Hybrid Medium A cross between speaking and writing. Never Substitute E-Mail for a Face-to- Face Meeting E-mail is a poor substitute for personal contact Never Pass Along Rumor Do not pass along mindless criticism, emotional venting, nasty innuendo, raunchy jokes, racist or sexist remarks, and chain letters Draft an effective business memorandum or e-mail. Developing Neutral and Positive Messages

21. Learning Objective Chapter 9 Developing Neutral and Positive Messages The End Copyright © 2000 South-Western College Publishing Co.