Preparing to Write Business Messages

1. T
hree basic elements that distinguish business writing and th
e three phases of the 3x3 writing process
2. Altering the
writing process and seeing how it is affected by team proje
cts and technology
3. W
hat is involved in analyzing a writing task and selecting a c
ommunication channel
4. Anticipating and profiling the audience for a message
5. Six writing techniques that help communicators adapt
messages to the task and audience
6. Four areas of communication hold legal responsibilities for w
riters
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 Objective 1
Approaching the Writing Process
Systematically
1. 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 reader’s
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 WRITING REVISING

Analyze Research Revise

Anticipate Organize Proofread
Adapt Compose Evaluate

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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 Objective 2
Adapting and Altering the Process
1. Time spent on each phase of the writing process
varies.
 For short, routines messages, some steps may be
compressed.
 Longer, more involved documents—such as persuasive
memos, sales letters, management reports, proposal, and
resume---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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The 3x3 Writing Process

Prewriting

1. Analyze
2. Anticipate
3. Adapt

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 Objective 3
Analyzing the Task
1. 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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 Objective 4
Anticipating the Audience
1. 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 this
promotion has generated, we have
unfortunately depleted our stock temporarily.
We are, therefore, holding your request
pending 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 step
in 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 person’s education,
beliefs,culture, and attitudes?
6)Should I expect a neutral, positive, or negative
response to my message?

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 Objective 5
Adapting to the Task and Audience
Ways 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, not
you 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 Receiver-focused
“We are “Please
requiring all staffers to complete these forms
complete these forms so that you will be
in compliance with eligible for health and
company policy.” dental benefits.”

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 Developing Reader Benefits

Sender-focused Receiver-focused
“Because we “You can buy
need more space for a year’s supply of
our new inventory, paper and pay for
we’re staging a two- only six months’
for-one sale.” worth during our two-
for-one sale.”

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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 made
with HP to allow us to offer discounted printers in the
student store.
“You” view
An agreement with HP allows you and other students to
buy discounted printers at your convenient student store.

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 Hidden Negative Meanings

Writers are
sometimes unaware of
the hidden messages
conveyed by their
words.

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 Hidden Negative Meanings
You overlooked . . . .
(You are careless.)
You failed to . . . .
(You are careless.)
You state that . . . .
(But I don’t believe you.)
You claim that . . . .
(It’s 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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 Objective 6
Adapting to Legal
Responsibilities

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Avoid litigation by using especially careful
language in four areas:
 Investment information

 Safety information

 Marketing information

 Human resources information

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Thank you!

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