1. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 1 Planning Business Messages

2. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 2 The Three-Step Process Planning Writing Completing

3. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 3 Optimize Your Time Planning 50% Writing 25% Completing 25%

4. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 4 Analyze the Situation Define your purpose Profile your audience

5. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 5 Define Your Purpose General –Inform –Persuade –Collaborate Specific –Outcomes –Timing and realism –Acceptability

6. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 6 Profile Your Audience Identify primary audience Determine size and location Determine composition Gauge level of understanding Project expectations and preferences Forecast probable reaction

7. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 7 Gather Information Informal methods –Viewpoints of others –Reports and company documents –Supervisors, colleagues, customers –Audience input

8. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 8 Provide Information Audience needs –Accurate information –Ethical information –Pertinent information

9. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 9 Selecting the Medium Oral media Written media Visual media Electronic media

10. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 10 Oral Communication Face-to-face conversations Interviews Speeches Presentations Meetings

11. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 11 Analysis of Oral Media Advantages –Immediate feedback –Ease of interaction –Rich nonverbal cues –Emotional content Disadvantages –Minimal participation –Nonpermanent –Reduced control –No editing or revision

12. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 12 Written Communication Memos Letters Reports Proposals

13. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 13 Analysis of Written Media Advantages –Message control –Audience reach –Permanent record –Minimize distortion Disadvantages –Delayed feedback –Lacks nonverbal cues –Creation and distribution –Preparation and production

14. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 14 Visual Communication Charts Graphs Diagrams

15. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 15 Analysis of Visual Media Advantages –Expedite communication –Less intimidating –Assist audience Disadvantages –Learning curve –Preparation time –Transmittal and storage

16. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 16 Electronic Communication Oral communication –Telephone calls, teleconferencing, voicemail, audio CDs, podcasts Written communication –Email, instant messaging, websites, wikis Visual communication –Electronic presentations, computer animation, video

17. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 17 Analysis of Electronic Media Advantages –Delivery speed –Audience reach –Multimedia –Accessibility Disadvantages –Overuse –Privacy issues –Security risks –Productivity

18. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 18 Choosing the Right Media Media richness Message formality Media limitations Sender intentions Urgency and cost Audience preferences

19. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 19 Organizing Information Get to the point Omit irrelevant details Organize your ideas Indicate necessary information

20. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 20 Importance of Organization Improves productivity Boosts understanding Increases acceptance Saves audience time

21. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 21 Define the Main Idea General purpose Specific purpose Basic topic Main idea

22. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 22 Define Topic and Main Idea General Purpose Specific PurposeTopicMain Idea Teach customer service department how to file insurance claims. To Inform To Persuade To Collaborate Insurance Claims R&D Funding Incentive Pay Proper filing of claims saves time and money. Competitors outspend us on research and development. Linking wages to profits motivates workers. Convince managers to increase spending on research and development. Solicit ideas for incentive plan that ties wages to profits.

23. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 23 Generating Ideas Brainstorming Mapping Storyteller’s tour Journalistic approach Question-answer chain

24. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 24 Limiting the Scope Time and space Number of main ideas Audience attitude Depth of research

25. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 25 Sequencing Messages Direct approach –Deductive Indirect approach –Inductive

26. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 26 Choosing the Approach Audience Reaction Message Opening Message Body Message Closing Eager/Interested/ Pleased/Neutral DispleasedUninterested/Unwilling Main idea, good news, or request Necessary details Cordial comment or statement about specific action Neutral buffer statement Reasons/justification, bad news, positive suggestion Cordial close Attention-getting statement/question Arousing interest, building desire Request for action

27. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 27 Outlining Content I.First Major Part A.First subpoint B.Second subpoint 1.Evidence 2.Evidence C.Third subpoint II.Second Major Point A.First subpoint B.Second subpoint 1.0First Major Part 1.1First subpoint 1.2Second subpoint 1.2.1Evidence 1.2.2Evidence 1.2.3Third subpoint 2.0Second Major Point 2.1First subpoint 2.2Second subpoint AlphanumericDecimal

28. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 28 Organization Chart Outlines The Main Idea I. Major PointII. Major PointIII. Major Point A. Evidence B. Evidence C. Evidence A. Evidence B. Evidence C. Evidence A. Evidence B. Evidence C. Evidence

29. © Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 4 - 29 Organizing Messages State the main idea State major points Provide evidence