Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Chapter 8POSITIVE MESSAGESSuccessful PositiveMessages StartWith the WritingProcessPhase 1 Anal!"e# Anticipate# A$apt %o !ou reall! nee$ to &rite' (o& &ill the rea$er react' What channel shoul$ !ou use' (o& can !ou save !our rea$er)s ti*e'Phase + ,esearch# Organi"e# Co*pose Collect infor*ation- Choose the .est organi"ational strateg!- Co*pose the /rst $raft- Group si*ilar infor*ation together- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.73Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Phase 0 ,evise# Proofrea$# Evaluate Is the *essage clear' Correct' %i$ !ou plan for fee$.ac1' Will this *essage achieve its purpose'Co*paring T!pical Positive MessagesE2*ail 3seful for .oth internal an$ e4ternal co**unication- Appropriate for short# nee$2to21no& *essages#setting up appoint*ents# giving up$ates# an$getting ans&ers to speci/c 5uestions- Inappropriate for sensitive or con/$ential issues# .uil$ing trust# or .on$ing- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.74Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Intero6ce Me*os 3seful for internal *essages that re5uire for*alit! or per*anent recor$s- Appropriate for $elivering instructions#o6cial policies# reports# long $ocu*ents#an$ i*portant announce*ents-7usiness 8etters 3seful for e4ternal *essages that re5uirea per*anent recor$ an$ con/$entialit!- Appropriate for conve!ing for*alit!# sensitivit!- Can $eliver a persuasive# &ell2consi$ere$ *essage- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.75Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 9or*atting (ar$2Cop! Me*osTips Start the $ateline + inches fro* the top- Set si$e *argins at 1 to 11:; inches- Align the infor*ation follo&ing the hea$ings- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.76Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 8eave t&o .lan1 lines .et&een Subject an$ the /rst line of the *e*o- Single2space &ithin the *e*o an$ $ou.le2space .et&een the paragraphs- Ine?ective ,e5uest Me*o%ATE CurrentTO@i* Aohnson# Corporate Co**unications9,OM Ti* ,u$olph# CEOS37AECTBEW PO8ICCThis *e*o is &ritten to infor* !ou that I continue to receive $istur.ing reports a.outthe *isuse of e2*ail .! e*plo!ees- In the course of the past three *onths I have hear$ of $efa*ator! *essages# $o&nloa$s of pornograph! for all the sta? to see# an$ even a .as1et.all pool that turne$ into a ga*.ling operation-In vie& of the foregoing# I a* here&ith instructing !our o6ce that an e2*ail polic! for the sta? is nee$e$- 7! Octo.er 1 a rough$raft of a polic! shoul$ .e forthco*ing- At the ver! *ini*u* it shoul$ infor* each an$ever! e*plo!ee that e2*ail is for .usiness onl!- E*plo!ees *ust .e tol$ that &e reserve the right to *onitor all *essages- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.77Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Bo pictures or attach*ents shoul$ .e in the e2*ail s!ste* &ithout there .eing a vali$ reason- An$ &e shoul$ not .e using e2*ail to .e sa!ing an!thing a.out personnel *atters22such as perfor*ance revie&s an$ salaries-If !ou have an! 5uestions# $o not hesitate tocall-Critical Thin1ing Duestions1- What is the purpose of the routine re5uest *e*o on the previous page'+- (o& e?ective is the su.Eect line'0- Is the opening $irect or in$irect';- What $oes the &riter &ant therea$er to $o' (o& shoul$ the *e*o .egin' 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.78Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 F- What infor*ation shoul$ .e inclu$e$ in the .o$!'G- What graphic highlighting techni5ues &oul$ i*prove rea$a.ilit!' ,evise a portion of the .o$! to illustrate !our reco**en$ation-H- What shoul$ .e inclu$e$ in the closing'8- Shoul$ a reason .e given along &ith an en$ $ate' 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.79Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 I*prove$ ,e5uest Me*o ISee 5uestions on previous pageJ%ATE CurrentTO @i* Aohnson# Corporate Co**unications9,OM Ti* ,u$olph# CEOS37AECT %eveloping Sta? E2Mail Polic!Please $raft a polic! outlining appropriate e2*ail use for e*plo!ees-We nee$ such a polic! .ecause I have receive$ reports of *isuse inclu$ing $efa*ator! *essages# pornograph! $o&nloa$s# an$ even ga*.ling- (ere are a fe& points that the polic! shoul$ cover E2*ail is for .usiness use onl!- E2*ail *essages *a! .e *onitore$- Bo pictures or attach*ents shoul$ .e sent&ithout a vali$ reason- E2*ail shoul$ not .e use$ to $iscuss personnel *atters-Please su.*it a $raft to *e .! Octo.er 1 .ecause &e hope to have a /nal polic! co*plete$ .! Bove*.er 1- Call if !ou have 5uestions- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.80Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 9or*atting 7usiness8etters 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.812012Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 9or*atting 7usiness 8etters Kcont-L 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.82Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 ,outine ,e5uests forInfor*ation or Action OpeningAs1 a 5uestion or issue a polite co**an$ KWillyou please answer the following questions . . .).Avoi$ long e4planations prece$ing *ain i$ea.7o$!E4plain !our purpose an$ provi$e $etails-E4press 5uestions in parallel for*- Bu*.er or.ullet the*-To elicit the *ost infor*ation# use open2en$e$5uestions KWhat training programsdo yourecommend'L rather than !es2or2no 5uestions(Are training programs available?).Suggest rea$er .ene/ts# if possi.le- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.83Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 ClosingState speci/call!# .ut courteousl!# &hat actionis to .e ta1en-Set an en$ $ate# if one is signi/cant- E4plain-Avoi$ clich' en$ings Khan! you foryour cooperationL- Sho& appreciation# .ut use afresh e4pression-Ma1e it eas! for the receiver to respon$- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.84Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Ine?ective ,outine,e5uestISee 5uestions on ne4t pageJ%ear Sir7ecause &e are one of the largest .an1ing s!ste*s in the countr!# &e receive hun$re$sof rMsu*Ms fro* Eo. can$i$ates ever! $a!- We nee$ help in sorting an$ ran1ing can$i$ates .! categories# such as Eo. classi/cation# e$ucation# &or1 histor!# s1ill# an$ e4perience-,ecentl!# I &as rea$ing a Wor!force *aga"ine article# an$ the March issue has a stor! a.out !our ne& soft&are progra* calle$ ,esu*ePro- It soun$s fascinating an$*a! .e the ans&er to our pro.le*- We &oul$ li1e *ore infor*ation a.out this progra*# &hich is suppose$ to rea$ an$ sortrMsu*Ms- In a$$ition to learning if the progra* can sort can$i$ates into the categories *entione$ earlier# I a* &on$ering if the progra* can rea$ all the $i?erent t!pe fontsan$ for*ats that can$i$ates use on their 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.85Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 rMsu*Ms- Another i*portant consi$eration for us is training an$ trou.leshooting- If &e nee$ help &ith the progra*# &oul$ !ou suppl! it'Than1 !ou for !our cooperation-Sincerel!# Critical Thin1ing Duestions1- What is the purpose of the routine re5uest on the previous page'+- What $o !ou thin1 the receiver)s reaction &ill .e to this *essage'0- Shoul$ the *essage .e $evelope$ $irectl! or in$irectl!';- (o& is it currentl! $evelope$'F- What infor*ation shoul$ .e inclu$e$ in the .o$!' (o& coul$ it .e organi"e$ for i*prove$ 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.86Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 rea$a.ilit!' ,evise a portion or all of the .o$!-G- (o& coul$ the closing .e &or$e$ to ensure that !ou get a response .! a speci/c $ate' Write an appropriate closing-H- (o& &ill !ou 1no& &hether the sen$er has co**unicate$ successfull!' 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.87Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 I*prove$ ,e5uest%ear ,esu*ePro Pro$uct ManagerPlease sen$ *e infor*ation a.out !our ,esu*ePro soft&are progra*# &hich I rea$ a.out in the March issue of Wor!force *aga"ine-M! co*pan! receives hun$re$s of rMsu*Ms $ail!N an$# fran1l!# &e nee$ assistance in processing the*- Ans&ers to the follo&ing 5uestions &oul$ help us $eter*ine &hether ,esu*ePro coul$ solve our pro.le*-1- In ter*s of fonts an$ for*ats# &hat 1in$s of rMsu*Ms can !our soft&are progra* rea$'+- Can the progra* help us sort an$ ran1 can$i$ates .! categories such as Eo. classi/cation# e$ucation# &or1 histor!# s1ill# an$ e4perience'0- (o& $oes !our co*pan! provi$e training an$ trou.le2shooting service for !our soft&are' 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.88Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Than1s for ans&ering these 5uestions an$ for provi$ing an! other infor*ation a.out ,esu*ePro- I &oul$ appreciate !our response .! April 1 so that &e can stu$! theprogra* .efore the rush of Eo. applications in Aune-Sincerel!# 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.89Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 %irect ,esponseMessagesSu.Eect 8ine I$entif! the topic an$ an! previouscorrespon$ence- 3se a..reviate$ st!le# o*itting articles Ka" an" the).Opening %eliver the infor*ation the rea$er &ants- When announcing goo$ ne&s# $o so pro*ptl!-7o$! E4plain the su.Eect logicall!- 3se lists# ta.les# hea$ings# .ol$face# italics# or other graphic $evices to i*prove rea$a.ilit!- In *essages to custo*ers# pro*ote !our pro$ucts an$ !our organi"ation-Closing 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.90Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 O?er a conclu$ing thought# perhaps referring to the infor*ation or action re5ueste$- Avoi$ clich' en$ings K#f you have any other questions" don$t hesitateto call)- 7e cor$ial- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.91Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Instruction MessagesOpening Intro$uce the instructions- E4plain &h! the instructions are necessar!-7o$! %ivi$e the instructions into steps- 8ist the steps in the or$er to .e carrie$ out- Arrange the ite*s verticall! &ith .ullets or nu*.ers- 7egin each step &ith an action ver.- Bot this The cover shoul$ .e opene$ an$paper shoul$ .e inserte$-7ut this Open the cover an$ insert paper- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.92Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Closing Conclu$e .! e4plaining ho& follo&ing the instructions &ill .ene/t the rea$er- 3se a polite# positive tone throughout- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.93Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 %irect Clai*s#Co*plaintsOpeningO I**e$iatel! e4plain &hat !ou &ant $one-O When the re*e$! is o.vious# state it .rieP! K%leasesend &' copies of (odel )usiness %lans to replace the &' copies of )usiness %roposals sent in error).O When the re*e$! is less o.vious# e4plain !our goal K%lease clarify your policy regarding reservations and late arrivals)-7o$!O E4plain the pro.le* an$ Eustif! !our re5uest-O Provi$e $etails o.Eectivel! an$ concisel!-O 7e organi"e$ an$ coherent- %on)t ra*.le-O Avoi$ .eco*ing angr! or tr!ing to /4 .la*e-O Inclu$e na*es an$ $ates &ith previous actions- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.94Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 ClosingO En$ courteousl! &ith a tone that pro*otes goo$&ill-O ,e5uest speci/c action# inclu$ing en$ $ate# if appropriate-*ote+Act promptly in ma!ing claims" and always!eep a copy of your message. 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.95Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 A$Eust*ent MessagesOpening When approving a custo*er)s clai*# announce the goo$ ne&s Ka$Eust*entL i**e$iatel!- Avoi$ soun$ing gru$ging or reluctant-7o$! Strive to &in .ac1 the custo*er)s con/$enceN e4plain &hat &ent &rong Kif !ou 1no&L- Apologi"e if it see*s appropriate# .ut .e careful a.out a$*itting responsi.ilit!- Chec1 &ith !our .oss or legal counsel /rst- Concentrate on e4plaining ho& $iligentl! !our organi"ation &or1s to avoi$ $isappointing custo*ers- Avoi$ negative language Ktrouble" regret" faultL- %on)t .la*e custo*ers22even if the! are at fault- %on)t .la*e in$ivi$uals or $epart*ents in !our organi"ation- It soun$s unprofessional-Closing 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.96Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Sho& appreciation that the custo*er &rote- Consi$er e4pressing con/$ence that the pro.le* has .een resolve$- Than1 the custo*er for past .usiness- ,efer to !our $esire to .e of service- 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.97Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 The 9ive Ss of Goo$&ill MessagesIn e4pressing than1s# recognition# or s!*path! 7e selPess- %iscuss the receiver# not the sen$er- 7e speci/c- Cite speci/cs rather than generalities- 7e sincere- Sho& !our honest feelings &ith unpretentious language- 7e spontaneous- Ma1e the *essage soun$ natural# fresh# an$ $irect- Avoi$ canne$ phrases- @eep the *essage short- Although goo$&ill *essages *a! .eas long as nee$e$# the! generall! are fairl! short-In ans&ering congratulator! *essages 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.98Guffey-Loewy, Business Communication: Process and Product, 7eChapter 8 Sen$ a .rief note e4pressing !our appreciation- Tell ho& goo$ the *essage *a$e !ou feel- Accept praise gracefull!- %on)t *a1e .elittlingstate*ents K#$m not really all that good,). 2011 Cengage Learning. All Rights Resere!. "ay not #e s$anne!, $opie!, or !upli$ate!, in whole or in part, e%$ept for use as per&itte! in a li$ense !istri#ute! with a $ertain pro!u$t or seri$e or otherwise on a passwor!-prote$te! we#site for $lassroo& use.99