© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 1

Writing Routine Writing Routine MessagesMessages

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 2

The Three-Step ProcessThe Three-Step Process

• Planning

• Writing

• Completing

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 3

Routine RequestsRoutine Requests

• State the request

• Explain and justify the request

• Close the message

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 4

State the RequestState the Request

• Use the right tone

• Consider the audience

• Punctuate properly

• Use specific language

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 5

Support the RequestSupport the Request

• Ask important questions first

• Ask relevant questions

• Deal with one topic per question

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 6

Close the MessageClose the Message

• Specific request

• Goodwill and appreciation

• Contact information

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 7

Routine RequestsRoutine Requests

• Information and action

• Claims and adjustments

• References and recommendations

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 8

Requesting Action Requesting Action and Informationand Information

• Company insiders

• Company outsiders

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 9

Making Claims andMaking Claims andRequesting AdjustmentsRequesting Adjustments• State the problem

• Offer details and explanations

• Propose a specific action or solution

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 10

Requesting ReferencesRequesting Referencesand Recommendationsand Recommendations

• State the request

• Provide a résumé or other informationésumé or other information

• Express appreciationExpress appreciation

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 11

Routine Messages Routine Messages and Positive Repliesand Positive Replies

• Start with the main idea

• Provide details and explanations

• End with a courteous close

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 12

Types of Routine Replies Types of Routine Replies and Positive Messagesand Positive Messages

• Requests for information or action

• Claims and adjustment requests

• Recommendations

• Informative messages

• Good-news announcements

• Goodwill messages

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 13

Requests forRequests forInformation and ActionInformation and Action

• The direct approach

– Prompt

– Gracious

– Thorough

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 14

Claims and RequestsClaims and Requestsfor Adjustmentfor Adjustment

• Who is at fault?

– The company

– The customer

– A third party

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 15

ReferencesReferencesand Recommendationsand Recommendations

• Avoid overstatements

• Provide facts

• Avoid value judgments

• Balance praise and criticism

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 16

Informative MessagesInformative Messages

• Reminder notices– Upcoming events– New procedures– Workplace changes

• Policy statements– Shipping and returns– Sales discounts– Company developments

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 17

Good-News Good-News AnnouncementsAnnouncements

• Direct approach– Employment offers

• Careful wording• Legal advice

– News releases• Relevant information• Public relations

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 18

Effective News ReleasesEffective News Releases

• Pick newsworthy events

• Stress important ideas

• Keep statements brief

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 19

Effective News ReleasesEffective News Releases

• Minimize verbal clutter

• Focus on specifics

• Exercise restraint

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 20

Sending Goodwill Sending Goodwill MessagesMessages

• Congratulations

• Appreciation

• Condolences