Writing Routine, Good-News, and Goodwill Messages

17-Feb-15 BY BP Chapter 7 - 1

The Three-Step Process

17-Feb-15

Completing

Audience

Audience

Mess

age Message

WritingPlanning

BY BP Chapter 7 - 2

Routine Requests

17-Feb-15

Make Request

Justify Request

Conclude Message

BY BP Chapter 7 - 3

Make RequestUse a courteous tone

Be specific and precise

Assume reader compliance

Avoid personal introductions

Use questions and polite requests

17-Feb-15 BY BP Chapter 7 - 4

Justify RequestExplain the request

Offer reader benefits

Ask questions

17-Feb-15 BY BP Chapter 7 - 5

Conclude Message

17-Feb-15

Request Specific Action

ProvideContact Information

Promote Goodwill

BY BP Chapter 7 - 6

Types of Routine Requests

17-Feb-15

Business Orders

Claims andAdjustments

Informationand Action

References andRecommendations

BY BP Chapter 7 - 7

Business Orders

17-Feb-15

State Request

Clarify the Order

Provide Shipping Information

BY BP Chapter 7 - 8

Information And Action

17-Feb-15

State Why Are You Writing

Explain the Request

Ask For Specific Action

BY BP Chapter 7 - 9

Claims and Adjustments

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State the Problem

SupportAssertions

Propose a Solution

BY BP Chapter 7 - 10

References and Recommendations

17-Feb-15

State the Request

Provide a Résumé

Say “Thank You”

BY BP Chapter 7 - 11

17-Feb-15

Routine Repliesand Positive Messages

ImpartInformation

AnswerQuestions

ProvideDetails

PromoteGoodwill

BY BP Chapter 7 - 12

The Direct Approach

17-Feb-15

The Message

Receptive Audience

Main Idea RelevantDetails

CordialClose

BY BP Chapter 7 - 13

Types of Routine Replies and Positive Messages

17-Feb-15

Claims and Requests for Adjustments

Recommendations and References

Messages That Promote Goodwill

BY BP Chapter 7 - 14

Claims and Adjustments

17-Feb-15

Who is at fault?

The Company

The Customer

A Third Party

BY BP Chapter 7 - 15

References and Recommendations

17-Feb-15

Be Forthright

Stick tothe Facts

Be Specific

Avoid Value Judgments

BY BP Chapter 7 - 16

Goodwill Messages

17-Feb-15

Congratulations

Appreciation

Condolences

Sincere

Honest

Specific

Restrained

BY BP Chapter 7 - 17

Good-News Announcements

17-Feb-15

EmploymentOffers

News Releases

Careful Wording Legal Advice Relevant

InformationPublic

Relations

Direct Approach

BY BP Chapter 7 - 18