1. Introduction to Different Types of Messages To apply to your Memobook

2. Direct Request  If the request will be received positively.  Beginning: Ask the important information first  Body: Explain the request logically  Closing: Request specific action with an end date

3. Direct Response  If you are responding positively (agreeing to) to the request  Beginning: Start directly by responding in affirmative  Body: Provide additional info  Closing: concluding remark or summary

4. Instruction  Subject line: be straightforward  Beginning: Expand on the subject line  Body: Divide instructions into steps  Closing: Request specific action, deadline, summarize the message

5. Direct Claim: customers writing to identify and correct a company’s wrong  Beginning: Describe clearly the desired action  Body: Explain reasons, provide details  Closing: End pleasantly with a goodwill statement, and set up a due date

6. Adjustment: when a company respond to a claim favorably (give customer what they want)  Beginning: Grant request immediately  Body: Provide details  Closing: end positively with forward-looking thought. Avoid reference to unpleasantness

7. Thanks  Use the direct strategy