Business Message Basics

8/7/2019 Business Message Basics

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Preparing to Write Business MessagesPreparing to Write Business Messages

1. Three basic elements that distinguish business writing and thethree phases of the 3x3 writing process

2. Altering the writing process and seeing how it is affected byteam projects and technology

3. What is involved in analyzing a writing task and selecting acommunication channel

4. Anticipating and profiling the audience for a message

5. Six writing techniques that help communicators adaptmessages to the task and audience

6. Four areas of communication hold legal responsibilities forwriters


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Objective 1Objective 1

Approaching the Writing ProcessApproaching the Writing ProcessSystematicallySystematically1. The basics of business writing

purposeful ---to solve problems, convey information

economical --- to present ideas clearly and concisely

reader oriented---to look at problems from the readers

perspective

2. Three points to remember in business writing

The goal in business writing is to express rather than impress.

Conciseness is what counts.

Quality enhances quantity.


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3. The 3x3 writing process

PREWRITING

Analyze

AnticipateAdapt

WRITING

Research

OrganizeCompose

REVISING

Revise

ProofreadEvaluate

Good writers spend most of their time revising.

What is critical to remember is that revising is a major component

of the writing process.


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Adapting and Altering the ProcessAdapting and Altering the Process1. Time spent on each phase of the writing process

varies.

For short, routines messages, some steps may be

compressed. Longer, more involved documentssuch as persuasive

memos, sales letters, management reports, proposal, andresume---require more attention to all part of the process.

2. Most business writing does not always follow the

same order.

Steps in the writing process may be rearranged,shortened, or repeated.


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Prewriting

1. Analyze

2. Anticipate3. Adapt

The 3x3 Writing Process


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Analyzing the TaskAnalyzing the Task1. Identify your purpose

Always ask yourself two important question

in composing a message

1) Why am I sending this message?

2) What do I hope to achieve?

Your responses will determine how you

organize and present your information.


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Primary purposes: to inform and to persuade

Secondary purposes: to promote goodwill

2. Choosing the best channel depends on:

Importance of the message

Amount and speed of feedback required

Necessity of a permanent record

Cost of the channel

Degree of formality desired


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Anticipating the AudienceAnticipating the Audience1. Example analysis

The following is part of a letter that responds to a six-year-

old boy who requested a toy:Due to the overwhelming response thispromotion has generated, we haveunfortunately depleted our stock temporarily.

We are, therefore, holding your requestpending stock replenishment.


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Analyzing the language, we can see that

-the writer has no sense of audience

-the language used is inappropriate.

The writer could have pictured a typical

young boy and imagined the vocabulary and

expectations he might have.


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2. Visualizing your audience is a pivotal stepin the writing process no matter how short

your message is.

HAVE I THOUGHT ENOUGH ABOUT

MY AUDIENCE? is an important but

unasked question in business and

professional communication.


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3. Ask the right questions to profile your audience

1) Who is my primary reader or listener?2) What is my personal and professional

relationship with that person?

3) What position does the individual hold in the

organization?

4) How much that person know about the subject?

5) What do I know about that persons education,

beliefs,culture, and attitudes?6)Should I expect a neutral, positive, or negative

response to my message?


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Adapting to the Task and AudienceAdapting to the Task and AudienceWays to adapt to the audience:

Spotlight reader benefits (the warranty starts

working for you immediately). Cultivate a you attitude (you will receive your

order). [But avoid the general you]

Avoid gender, racial ,age, and disability bias (office

workers, not office girls).

Express thoughts positively (you will be happy to,

not you won't be sorry that).


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Be courteous: avoid being preachy,demanding (will you please complete, notyou must complete)

Use familiar words (salary, not

remuneration). Use jargon sparingly.

Use precise, vigorous words (fax me, not

contact me).


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Developing Reader Benefits

Sender-focused

We are

requiring all staffers to

complete these forms

in compliance with

company policy.

Receiver-focused

Please

complete these forms

so that you will be

eligible for health and

dental benefits.


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Sender-focused

Because weneed more space for

our new inventory,

were staging a two-

for-one sale.

Receiver-focused

You can buy ayears supply of

paper and pay for

only six months

worth during our two-for-one sale.

Developing Reader Benefits


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Emphasize the You View

We view

We are issuing a refund.

You view

You will receive a refund.

We view

We take pleasure in announcing an agreement we madewith HP to allow us to offer discounted printers in thestudent store.

You view

An agreement with HP allows you and other students tobuy discounted printers at your convenient student store.


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Hidden Negative MeaningsHidden Negative Meanings

Writers are

sometimes unaware ofthe hidden messagesconveyed by theirwords.


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Hidden Negative MeaningsHidden Negative Meanings

You overlooked . . . .(You are careless.)

You failed to . . . .(You are careless.)

You state that . . . .

(But I dont believe you.)

You claim that . . . .(Its probably untrue.)


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You are wrong . . . .(I am right.)

You do not understand . . . .(You are not very bright.)

Your delay . . . .(You are at fault.)

You forgot to . . . .

(You are not only inefficient but also stupid and careless.)


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Adapting to LegalAdapting to Legal

ResponsibilitiesResponsibilities


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Avoid litigation by using especially carefullanguage in four areas:

Investment information

Safety information

Marketing information

Human resources information


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Thank you!

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Business Message Basics