1

Writing Routine and Positive Messages

2

Strategy for Routine Requests

3

State the Request

•Tone

•Audience

•Specifics

4

Supporting Questions

•Important

•Relevant

•One-Topic

5

Close the Request

•Action

•Contact

•Appreciation

6

Common Examples of Routine Requests

7

Information or Action

•The Request

•Support

•Reader Benefits

8

Recommendations

•The Request

•Information

•Appreciation

9

Claims or Adjustments

•The Problem

•Evidence

•Specific Action

10

Strategy for Routine Replies and Positive

Messages

11

Message Goals

Communicate Information

Leave a Good Impression

Provide the Details

Answer All Questions

12

Message Strategy

Main Idea Support Close

Clear Details Benefits

Concise Tone Goodwill

13

Common Examples of Routine Replies and Positive Messages

14

Action or Information

•Prompt

•Gracious

•Thorough

15

Claims or Adjustments

Company Policy

Assessment of Fault

16

Company at Fault• Acknowledge claim or complaint

• Sympathize with the customer

• Take responsibility for the outcome

• Explain your plan of action

• Work to repair the relationship

• Follow up on your response

17

Customer at Fault

Refuse Claim

Adjustment Cost

Business Cost

Grant Claim

Deter Mistakes

Keep Customers

18

Third-Party at Fault•Assess Situation

•Offer Solutions

•No Blame Game

19

Recommendations

• Candidate’s Name • Position or Objective

• Your Relationship • Facts and Evidence

• Comparative Data • Overall Evaluation

20

Informative Messages

PoliciesNotices

21

• Pick Newsworthy Items

• Focus on One Subject

• Stress Important Ideas

• Keep Statements Brief

Effective News Releases

22

• Minimize Verbal Clutter

• Focus on Specifics

• Exercise Restraint

• Use Industry Standards

Effective News Releases

23

Online News Releases

Direct-to- Consumers

Social MediaReleases

24

Fostering Goodwill

►Offering Congratulations

►Showing Appreciation

►Condolences and Sympathy