Writing Routine and Positive Messages

The Three-Step Process

Analyze Situation Gather information Selsect medium Get organizaed

Planning

Writing

Adopt to the Audience Compose the message

Completi ng

Revise Produce Proof read Distribute

Routine Requests
1. State the Request Use the Right Tone Assume Compliance Be Specific 2. Support the Request Explain the Request Stress Reader Benefits Ask Questions 3. Close the Message Contact Information Appreciation and Goodwill Specific Request Types of Routine Replies and Positive Messages Recommendations Support Praise with Examples Handle Shortcomings with Care

Routine Replies and Positive Messages The Main Idea Recommendations State Your Request Support Your Request Provide Your Rsum Show Appreciation Provide Instructions

Details and Support

A Cordial Close

Goodwill Messages Congratulations Appreciation Condolences Informative Messages Reminder Notices Policy Statements Upcoming Events New Procedures Workplace Changes Shipping and Returns Sales Discounts Company Developments

Requests for Action and Information * Prompt * Gracious * Thorough

More Shared Background Internal Audience

State the Request Support the request

Less Background

Shared

External Audience More Formal Grants of Claims and Requests for Adjustment Expect a Fair Adjustment Remain Positive Be Professional Problem Statement Details and Explanations Specific Actions or Solutions Document all Correspondence

Less Formal Close the Request Good-News Announcements Direct Approach Employment Offers Careful Wording

News Releases Relevant Information Public Relations

Legal Advice

Claims and Requests for Adjustment

Who Is at Fault

Effective News Releases Pick Newsworthy Events Focus on One Subject Stress Important Ideas Keep Statements Brief Minimize Verbal Clutter Focus on Specifics Exercise Restraint Follow Industry Practices

Your Company

The Customer

A Third Party

When Your Company Is At Fault Acknowledge receipt of claim Take personal responsibility Sympathize with the customer Explain your plan of action Repair the relationship Follow up with the customer

When Others Are at Fault Customer At Fault Refuse the Claim Honor the Claim Consider Public Relations

Third Party At Fault Honor the Claim Honor Claim and Deny Fault Refer to Third Party