1. Chapter 7 - Writing Situational Messages 1 Situational Writing That Combines Formulas Main principles of situational writing using formulas:  Identify your goals and prioritize them  Empathize with your reader  Try to maintain the integrity of the formulas; there are reasons for the order of the steps  Employ effective writing rules and techniques  Make it readable  Use the you tone  Include smooth transitions

2. Chapter 7 - Writing Situational Messages 2 Situational Writing That Combines Formulas The Positive/Negative Combination  Difficult to prepare  Principles from both formulas need to be applied  Consider these questions when deciding where to place positive information:  Is information so positive that if placed first it will make the transition to negative information awkward?  Is positive information only moderately positive?  If positive information is not placed first, will message be read?  Is negative information only slightly negative? + / -

3. Chapter 7 - Writing Situational Messages 3 Situational Writing That Combines Formulas The Positive/Persuasive Combination  Direct organization of positive message and indirect organization of persuasive message conflict  Clash can be resolved by using positive information as an attention-getting opening The Persuasive/Negative Combination  Share the indirect approach but follow different formulas  Place negative in the middle after its explanation  End with request for action after preparing reader

4. Chapter 7 - Writing Situational Messages 4 Situational Writing That Combines Formulas The Positive/Persuasive/Negative Combination  Combining three formulas makes it more difficult to incorporate individual steps and principles  Positive information appears first  Negative information follows the explanation  Required persuasive steps are woven into the message  Action step  Situational formulas can be designed depending on relative strengths of positive, negative, and persuasive information

5. Chapter 7 - Writing Situational Messages 5 Nonformula Situational Writing Goodwill Messages  Unique category of positive message  Author makes an extra effort to get an affirmative reaction from reader to benefit the author  Increased business  Strengthened loyalty  Follows same direct organization as other positive information messages by presenting positive information first

6. Chapter 7 - Writing Situational Messages 6 Nonformula Situational Writing The Reference Letter  Usually unbiased and directed To Whom It May Concern  Directly state the purpose of the letter  Explain conditions and time frame of acquaintanceship  Describe applicant’s attributes of both general and specific value to the position  End with willingness to expand on comments or answer questions

7. Chapter 7 - Writing Situational Messages 7 Nonformula Situational Writing Collection Letters  Usually consist of a series of messages (3–5)  First message is a gentle, direct message; sometimes takes the form of a card  Second message may be slightly positive and relatively direct  Progresses to an indirect message, stressing positive reasons for making a payment  Final letter is the most firm, with a strong direct message

8. Chapter 7 - Writing Situational Messages 8 Nonformula Situational Writing Negative-Only Messages  Disregards the goal of maintaining goodwill  Conveys the extreme urgency and severity of the situation  Differs from a direct negative message in its lack of concern for receiver’s feelings  Most businesses resist writing negative- only messages unless absolutely necessary

9. Chapter 7 - Writing Situational Messages 9 Nonformula Situational Writing Complaint Letters  Begin with details, not angry criticisms  What you purchased; model and serial numbers  When and where purchase was made  Explain the problem  Verify your purchase with copies of sales receipts, checks and guarantees  State specifically what you want  Reimbursement  Replacement

10. Chapter 7 - Writing Situational Messages 10 Nonformula Situational Writing Response to the Complaint Letter  Ask these questions:  Can you do what writer is requesting?  Do you need more information?  Should you turn down the request?  Are there both positive and negative messages to relay?  Is a nonformula situational letter needed?  What images of your company are you projecting?  Is an apology or indication of sympathy appropriate?  Is the message tailored for the individual?

11. Chapter 7 - Writing Situational Messages 11 Nonformula Situational Writing Disciplinary Reprimands  Avoid indirect negative formula and use a more direct approach  Begin with a direct statement of action you are taking and why  Support the situation with specific facts  Explain the consequences if your instructions are not followed

12. Chapter 7 - Writing Situational Messages 12 Nonformula Situational Writing Overt Request for Action  Use the persuasive formula  Decide where on the spectrum of hard to soft sell the message should fall  Begin with the appropriate step that leads to action  Direct, overt request for action disregards persuasive formula  Opens with request for action  Appropriate when requested action embodies the attention through conviction steps

13. Chapter 7 - Writing Situational Messages 13 Writing Memoranda Start with a statement of the purpose Special visual treatment  Keep paragraphs short  Consider using bullets for listed items Make sure message is dated Include humor  Can reflect positively on the author  Be sure not to embarrass others or use humor too frequently