Chapter 8: Writing Routine and Positive Messages

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1. Apply the three-step writing process to routine and positive messages

Step 1: Planning a Routine or Positive Message

Step 2: Writing a Routine or Positive message

Step 3: Completing a Routine or Positive Message

2. Outline an effective strategy for writing routine requests

o Strategy for routine requests

o Stating your Request Up Front

· Pay attention to tone

· Assume that your audience will comply

· Be specific

o Explaining and Justifying Your Request

· Ask the most important questions first

· Ask only relevant questions

· Deal with only one topic per question

o Requesting Specific Action in a Courteous Close

3. Explain how to ask for specific action in a courteous manner

Close request messages with

· A request for some specific action

· Information about how you can be reached

· An expression of appreciation

o Common Examples of Routine Requests

o Asking for information and Action

· What you want to know or what you want readers to do

· Why you are making the request

· Why it may be in your readers’ interest to help you

o Asking for Recommendations

o Making Claims and Requesting Adjustments

4. Describe a strategy for writing routine replies and positive messages

· Strategy for Routine Replies and Positive Messages

1) Starting with the Main Idea

2) Providing Necessary Details and Explanation

3)Ending with a Courteous Close

5. Discuss the importance of knowing who is responsible when granting claims and requests for adjustment.

· Responding to a Claim When Your Company Is at Fault

· Acknowledge receipt of the customer’s claim or complaint

· Take (or assign) personal responsibility for setting matters straight

· Sympathize with the customer’s inconvenience or frustration

· Explain precisely how you have resolved or plan to resolve the situation

· Take steps to repair the relationship

· Follow up to verity that your response was correct

6. Describe the importance of goodwill messages and explain how to make them effective

1) Sending Congratulations

2) Sending Messages of Appreciations

3) Offering Condolences

· Keep reminiscences brief

· Write in your own words

· Be tactful

· Take special care

· Write about special qualities of the deceased

· Write about special qualities of the bereaved person

Interesting Web:

1. Writing Routine and Positive Messages
faculty.business.utsa.edu/bjwilson/BCE03/bovee_bce03_ppt_07.ppt
From this web, we can go over writing routine and positive message

2.Informative and Positive Messages
www.steveluscher.net/.../Informative%20and%20Positive%20Messages.pps
From this web, we can learn information and positive messages