DIRECT MESSAGES

Getting to the point- Good

News

Lecture 7
Bus251 ATU
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Direct Master
Order: Whentitletostyle
Use It?
• Direct Order-message starts with the most
important point and then moves into additional
supporting information.
• Determine the reader’s probable reaction—positive,
neutral, negative.
• If it is positive or neutral –use a Direct Order.
• If negative – use an Indirect Order (Next Chapter)
 ThetoBasic
Click edit Format: Direct
Master title Order
style
• Begin with your objective
• State it immediately in the first sentence
• Or after a brief summary of background information.
• Cover the remaining part of the objective
• If there is more than one question, information you
are asking use points or paragraphs for each one.
• End with goodwill
• Conclude on a friendly note
• Get a personalized tone
Click to editTypes
Different Master
of title
Directstyle
Orders
• Direct Order
• Routine inquiries
• Favorable responses
• Adjustment grants
• Order Acknowledgements
• Operational communications
 ClickRoutine
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Master title style
Routine Inquiries are direct requests for information.
Ex: Following up on an advertisement, Checking
meeting availability with a client etc.
1. Focus directly on the objective. Choose from 2 types of
beginnings (general or specific)
2. Include necessary explanation- if required
3. If there is more than one inquiry- use bullet
points/numbers/paragraphs for each one
4. End with a goodwill- adapt words to individual cases
Routine Inquiry
Routine Inquiry - Specific
Routine Inquiry - Specific
 Favorable
Click Responses
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Format
Favorable Responses are positive answers to inquiries, telling readers
what they need to know. Ex: Responding to a customer request for
information.
1. Identify the message being answered—in the beginning or
subject line. (Since it is a response to another message)
2. Begin with the answer or state you are complying with the
request.
3. Logically answer the questions- If there is only one
question just answer that. If more than one then arrange
them.
 Favorable
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Format
4. Skillfully handle the negatives- Handle the bad news
with care, deemphasize it, do not put it in the very
beginning or end. Choose your words carefully.
5. Consider including extras-Any additional
information that might be valuable, any suggestions
etc.
6. End with goodwill—a friendly comment, catered
individually.
Favorable Responses & Format
 Adjustment
Click Grants
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title Format
Adjustment grants are when a company acknowledges their
error and corrects for it by giving the customer an adjustment.
1. Begin with the good news directly- Overcome negative
impressions with positives.
2. Incidentally identify the message you are answering.
3. Do not bring up the situation being corrected repeatedly.
4. Regain lost confidence- Give an explanation or talk about
the corrective action that will be taken or the precautionary
measures.
5. End with friendly, positive words.
Adjustment Grants & Format
 Order
Click to Acknowledgement & Format
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Order Acknowledgements are sent to let people
know the status of their order.
1. Begin with a direct order- Let the reader know
what they are asking about.
2. Continue with providing information
3. If appropriate then achieve a secondary goal –
selling tactics
4. Close with goodwill and thanking for the order.
Order Acknowledgement & Format
 Operational Messages
Click to edit Master title style
The internal communications needed in a company’s
work. Usually sent between employees. Can range
from casual to highly formal.
• Casual
• Quick responses to immediate work needs
• Usually sent between peers
• Moderately formal
• More carefully constructed direct messages
• The messages that we looked at in this chapter
• Highly formal
• Messages about policies and procedures
• Formally written by superiors to subordinates or vice versa
 Operational Messages
Click to edit Master title style
• Organize in the direct order.
• Choose the appropriate tone (casual, moderately
formal, or formal).
• Be clear and courteous.
• Order the information logically.
• Close in a way that builds goodwill.
Operational Messages