1. Agenda zInformative writing exercise zReview of good news documents zIntroduction to bad news messages zPreparing to deliver bad news zNegative news assignment

2. Informative writing exercise zYour goals in this exercise: yto produce the clearest instructions possible yto follow instructions quickly and accurately zPrizes will be given!

3. Examples of good news or neutral messages z Favorable replies z Goodwill messages z Acknowledgements z Announcements z Transmittals CONGRATULATIONS

4. Examples of bad news messages zUnfavorable replies zNegative announcements zNegative information

5. Comparing good news and bad news messages

6. Preparing to deliver bad news zConsideration and courtesy zOrganization zTone zYou-attitude and reader pronouns

7. Consideration and courtesy z Treat people to whom you must give bad news the way you would want to be treated in a similar situation

8. Organization for bad news zIndirect plan (most common) yBuffer yExplanation yDecision yCourteous close

9. Buffers zNeutral discussion zAcknowledgment zAssurance zThanks/appreciation zCompliment zBrand resale

10. Explanation zAssure the reader that you have investigated or considered the matter carefully zProvide plenty of reasoning and support for your decision zFocus (if possible) on how the reader can benefit from your investigation/consideration zMake your decision appear inevitable

11. Decision zBest location: the end of the explanation paragraph zDo not draw attention to the decision in terms of placement or language zMinimize use of negative language zHowever, you must be clear about the bad news, refusal, or negative information

12. Courteous close zDo not bring up the negative again - leave with a positive impression zAvoid words like “I hope” or “we believe” - be definite zIf possible, tactfully re-sell the product, service, or brand

13. Organization for bad news zWhen is the direct plan useful for bad news? yRoutine matter - reader not likely to be disappointed yReader is well known to prefer bad news first yUrgent message - must be called to reader’s attention forcefully

14. Negative news: Bleachez letter z Tone z Content z Organization

15. Assignment zRead Ch. 9 in EBC zWrite a draft of the negative news letter (draft due 1/25, final due 1/30)