Business Messages

Direct Approach y A general direct plan y Applications of the general plan to y Routine inquiries y Favorable responses y Adjustment grants y Order acknowledgments y Claims y Operational Messages .

. y Long messages may require indirect order.Guideline for Organizing Messages y Short messages usually are written in the direct order.

indirectness usually recommende . directness usually recommended y If negative.First Step y Determine the reader s probable reaction positive. negative y If positive or neutral. neutral.

y Include any necessary identification information. . y End with goodwill.Indirect Plan y Start with the objective. y Cover the remainder of the objective.

. a direct approach is justified.You are asking for something your reader is likely to grant. Thus.

Directness for Routine Inquiries y The message plan: y Opening-Begin directly with the objective.Include any necessary explanation--wherever it fits (as a separate part of the message or worked in with the questions). y If a number of questions are involved. y May number them. y Either ask a specific question or y make a general request for the information. y Closing.End with goodwill words--something appropriate that fits the one case. give them structure. . y Make them stand out. y Middle.

in Writing a Favorable Response y You are complying with the reader s request. y The news is good. . directness is justified. y Thus.

Continue to give what is wanted in an orderly arrangement. Consider including extras. give it proper emphasis. If negative information is involved. adapted words. Body. Closing.Directness for a Favorable Response y The message plan: y Opening.Identify the message being answered-incidentally in the beginning or in a subject line.End with friendly.Begin with the answer or state you are y y y y complying with the request. .

y But even though the main message is good news.Adjustment Grant y The news is good. you have the need to regain lost confidence. y Something bad has happened. and you are correcting it. .

End with friendly positive words.Begin directly--with the good news. y Closing. y Regain lost confidence through explanation or corrective action.Directness for an Adjustment Grant y The message plan: y Opening. y Avoid negatives that recall the situation being corrected. .Incidentally identify the message you are answering. y Body.

y The situation is good news--routine in business. y Now you must report the status of the order. directness is justified.Order Acknowledgment y You have received an order. . y Thus.

back order)-y Some businesses report frankly. sales talk. friendly words.Close with adapted. y Closing. reselling. y Others prefer to use tactful approach to get needed information on vague orders.Give the status of order. or report back orders. y Include a thank you. or such. assuming some problems are expected.Include some goodwill acknowledging incidentally. y Body.Directness for an Order Acknowledgment y The message plan: y Opening. y If there is a problem (vague order. .

y You are in the right. y You want to make a strong claim. .Making a Claim y A product or service has given you a problem. y These three facts of the case support directness. y Probably the offending company will want to correct the matter.

.The internal communications y The internal communications needed in a company s work y They range widely in formality. y Most are informal written directly with courteous frankness. y The few formal ones generally follow the pattern of other formal messages.

Winner s principle: Think ahead and think forward .

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