Writing Routine, Good-News,

and Goodwill Messages

17-Feb-15

BY BP

Chapter 7 - 1

The Three-Step Process

Planning

Writing

Completing

Message

Message

Audience

Audience

17-Feb-15

BY BP

Chapter 7 - 2

Routine Requests
Make
Request
Justify
Request
Conclude
Message
17-Feb-15

BY BP

Chapter 7 - 3

Make Request
Use a courteous tone
Be specific and precise
Assume reader compliance
Avoid personal introductions
Use questions and polite requests

17-Feb-15

BY BP

Chapter 7 - 4

Justify Request
Explain the request
Offer reader benefits
Ask questions

17-Feb-15

BY BP

Chapter 7 - 5

Conclude Message
Request
Specific Action
Provide
Contact Information
Promote Goodwill
17-Feb-15

BY BP

Chapter 7 - 6

Types of Routine Requests

Business Orders

Information
and Action

Claims and
Adjustments

References and
Recommendations

17-Feb-15

BY BP

Chapter 7 - 7

Business Orders
State Request
Clarify the Order
Provide Shipping
Information
17-Feb-15

BY BP

Chapter 7 - 8

Information And Action

State Why
Are You Writing
Explain the Request
Ask For
Specific Action
17-Feb-15

BY BP

Chapter 7 - 9

Claims and Adjustments

State the Problem
Support
Assertions
Propose a Solution

17-Feb-15

BY BP

Chapter 7 - 10

References
and Recommendations
State the Request
Provide a Rsum
Say Thank You
17-Feb-15

BY BP

Chapter 7 - 11

Routine Replies
and Positive Messages
Impart
Information

Answer
Questions

Provide
Details

Promote
Goodwill

17-Feb-15

BY BP

Chapter 7 - 12

The Direct Approach

The Message

Main Idea

Relevant
Details

Cordial
Close

Receptive Audience

17-Feb-15

BY BP

Chapter 7 - 13

Types of Routine Replies and

Positive Messages
Claims and Requests for Adjustments
Recommendations and References
Messages That Promote Goodwill

17-Feb-15

BY BP

Chapter 7 - 14

Claims and Adjustments

The Company
The Customer
A Third Party
17-Feb-15

W ho is at fault?
BY BP

Chapter 7 - 15

References and
Recommendations
Be Forthright

Be Specific

Stick to
the Facts

Avoid Value
Judgments

17-Feb-15

BY BP

Chapter 7 - 16

Goodwill Messages
Specific

Congratulations

Sincere

Appreciation

Restrained

17-Feb-15

Condolences

BY BP

Honest

Chapter 7 - 17

Good-News Announcements
Direct Approach

Employment
Offers
Careful
Wording

17-Feb-15

News
Releases
Relevant
Information

Legal Advice

BY BP

Public
Relations

Chapter 7 - 18