WRITING ROUTINE AND

POSITIVE MESSAGES
Chapter 7
“Whoever writes to a Stranger should observe 3
Points; 1. That what he proposes be practicable.
2. His Propositions should be made in explicit
Terms so as to be easily understood. 3. What he
desires should be in itself reasonable. Hereby
he will give a favourable Impression of his
Understanding, and create a Desire of further
Acquaintance.”
-Benjamin Franklin 1777
 
“The first thing necessary in writing letters of business, is
extreme clearness and perspicuity; every paragraph
should be so clear, and unambiguous, that the dullest
fellow in the world may not be able to mistake it, or be
obliged to read it twice to understand it. Business does
not exclude (as possibly you wish it did) the usual
terms of politeness and good breeding[…] Letters of
business will not only admit of, be better for certain
graces – but then they must be scattered with a sparing
and skillful hand; they must fit their place exactly.”
-Earl of Chesterfield, 1751
What Counts as Routine?

Non-sensitive, straightforward
communication that:
•asks questions
•answers questions
•provides information/instructions
•confirms agreements
•promotes goodwill
Choose the Form
• Letters?
• Memos?
• E-mail ?
• Tweets?
• Face-to-face?
• Phone?
• Others?
PRESENTING YOURSELF:
 Use the appropriate level of
formality.
 Communicate correctly.
 Project the “you attitude.”
 Avoid correspondence clichés.
 Communicate honestly.
 Routine Requests in a
Nutshell

• What do you want your reader to think,

feel and/or do?
• Why are you making the request?
• Why might it be in your reader’s interest
to help you?
CHOOSE YOUR APPROACH
Direct Approach
 State request/main purpose up
front.
 Provide explanation, details
and/or justifications
 Provide specifics/Close
courteously
Indirect Approach
 Buffer/Neutral Opening
 Explanation/Details/
justifications
 Main purpose
 Close courteously
TYPES OF ROUTINE AND POSITIVE
MESSAGES
 Routine Requests
 Asking for Information and Action
 Asking for Recommendations
 Making Claims and Asking for Adjustments
 Routine Replies and Positive Messages
 Answering Requests for Information and Action
 Granting Claims and Adjustments
 Providing Recommendations
 Creating Informative Messages
 Fostering Goodwill
INCREASE READABILITY
 Limit your scope
 Stay focused
 Use lists
 Keep paragraphs short
 Use headings/subheadings
 Create obvious and consistent organization
 Keep it simple
 TMI? Divide and conquer
INCREASE READABILITY
Routine Requests
First, State Your Request Up Front
• Pay Attention To Tone
• Assume Your Audience Will
Comply
• Be Specific
Next, Explain and Justify Your Request
• Ask the Most Important
Questions First
• Ask Only Relevant Questions
• Deal with Only One Topic Per
Question
Then, Request Specific Action in a Courteous
Close.
• Include any Relevant Deadlines
• Include Contact Information
• Include an Expression of
Appreciation or Goodwill
Routine Replies and
Informational Messages

 Start with the Main Idea

 “What is the single most important
message I have for the audience?”
 Next, Provide Necessary
Details and Explanation
 Eliminate Confusion or
Lingering Doubt
 Convey Mildly Disappointing
News in a Positive Way
 End with a Courteous Close
FOCUS ON THE POSITIVE
Instead of:
 No, we no longer carry the
Sportsgirl line of sweaters.
Write:
 The new Olympic line has
replaced the Sportsgirl sweaters
you asked about. Olympic
features a wider range of colors
and sizes and more
contemporary styling.
GRANTING CLAIMS AND REQUESTS
FOR ADJUSTMENT
 When Your Company is at Fault
 Acknowledge receipt of complaint
 Take personal responsibility for setting matters right
 Sympathize with the customer
 Explain how situation will be resolved
 Repair situation and follow-up
 When the Customer Is at Fault
 Open with the Good News
 Avoid being Condescending
 Close Positively (Resale?)
 When a Third Party is at Fault
 Avoid Pointing Fingers
• To construct routine messages that clearly and concisely convey necessary information
• To practice formatting techniques—such as the use of bullets, numbers, headers, and
so forth—that make messages easier to read and understand
• To gain familiarity with techniques for building and maintaining goodwill
 

Workshop on Everyday Communication—Adapting Routine

Messages to Different Audiences and Purposes
Activity 1: Getting to Know Your Partner
Write four short messages as outlined below. Each should include a brief introduction
that explains the context for the message and outlines its purpose. All messages
should be written clearly, concisely, and directly. Each message should also conclude
with a friendly closing statement. Documents should be as grammatically correct as
possible (given time constraints).

•Write an information request in which you pose between four and six questions to
your partner, asking him or her for facts about his or her feelings toward group work.
Determine what aspects of group work your partner enjoys, which aspects your partner
dislikes, and learn about his or her strategies for overcoming group work difficulties.
What are the biggest challenges in group work and how can you solve them? At the
beginning of this message you should briefly introduce yourself to your partner, as well.
•Write a response message in which you respond to your partner’s questions.
•Write a goodwill message in which you thank your partner for her or his answers and
for helping you to complete today’s tasks.
•Write a message to your project manager (instructor) in which you summarize the
results of your research.