Writing Routine and

Positive Messages

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1

 Writing Routine and
Positive Messages
• Routine Message?

• Positive Message?

Chapter 8 - 2
 Writing Routine and Positive
Messages
1. Three Step Process
2. Strategy for Routine Requests
3. Routine Replies
4. Announcements & News Releases
5. Claims and Adjustments
6. Goodwill Messages
Three-Step Writing Process

Planning Writing Completing

Analyze Situation Revise

Adapt to
the Audience
Gather Information Produce

Select Medium Proofread

Compose
the Message
Get Organized Distribute

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 4

 Routine Requests

State Request

Support Request

Close Message

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 5

 State the Request

Use the Right Tone

Assume Audience
Compliance

Use Specific Language

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 6

 Support the Request
Explain the Request

Stress Reader Benefits

Ask Questions

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 7

 Close the Message
Specific Request

Three Important
Contact Information
Elements

Appreciation
and Goodwill
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 8
Types of Routine Requests

Action and Information

Recommendations

Claims and Adjustments

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 9

 Action and Information

More Shared Less Shared

Background
State the Request Background

Internal External
Support the Request
Audience Audience

Less More
Formal
Close the Request Formal

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 10

 Recommendations
 State the request

 Support the request

 Provide a résumé

 Show appreciation

 Provide instructions
© Prentice Hall, 2008 Business Communication Today, 9e C
ha
 Routine Replies
and Positive Messages
The Main Idea

Details and Support

A Courteous Close

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 12

 Types of Routine Replies
and Positive Messages
Requests for information or action
Claims and adjustment requests
Recommendations
Informative messages
Good-news announcements
Goodwill messages
© Prentice Hall, 2008 Business Communication Today, 9e C
ha
 Check List – Routine
Request

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 14

 Requests for
Action and Information

Prompt

Gracious

Thorough

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 15

 Recommendations
Candidate’s Full Name Position or Objective

Nature of the Relationship Why You Are Writing

Relevant Facts or Evidence Comparison and Evaluation

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 16

 Informative Messages

Reminder Notices Policy Statements

Upcoming Events Shipping and Returns

New Procedures Sales Discounts

Workplace Changes Company Developments

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 17

Check List: Routine Replies
& Positive Messages

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 18

Good-News Announcements

Direct Approach

Employment News
Offers Releases

Careful Relevant Public

Legal Advice
Wording Information Relations

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 19

 Effective News Releases
Pick Newsworthy Events

Focus on One Subject

Stress Important Ideas

Keep Statements Brief

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 20
 Effective News Releases
Minimize Verbal Clutter

Focus on Specifics

Exercise Restraint

Follow Industry Practices

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 21
 Claims and Requests for
Adjustment

Who Is at Fault?

The The A Third

Company Customer Party

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 22

 Check List: Claims &
Adjustments

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 23

 Claims and Adjustments
Expect a Fair Adjustment

Problem Statement
Remain Positive

Be Professional
Details and Explanations

Specific Actions or Solutions

Document all Correspondence

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 24
 Check List: Claims and
Adjustments

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 25

 Fostering Goodwill

Congratulations

Appreciation

Condolences

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 26

 Check List: Goodwill
Messages

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 27