Planning

Business Messages

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 1

 Effective
Business Messages
Purposeful

Audience-Centered

Concise
© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 2
Three-Step Writing Process

1 2 3
Planning Writing Completing

Analyze the Organize the Revise the

Situation Message Message

Investigate the Compose the Produce the

Topic Message Message

Adapt to the Proofread the

Audience Message

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 3

 Analyze Your Purpose
Timing

Realism
Delivery

General
General Specific
Specific
Purpose
Purpose Purpose
Purpose

Acceptability
© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 4
Develop an Audience Profile
• Identify primary audience
• Determine size
• Determine composition
• Gauge level of understanding
• Project expectations and preferences
• Estimate probable reaction
© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 5
 Gather Information

Formal
Formal Opinions
Opinions Employees
Employees
Sources
Sources of
of Others
Others or
or Customers
Customers

Company
Company Audience
Audience
Interviews
Interviews Files
Files Input
Input

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 6

 Provide Information

Complete
Complete Accurate
Accurate

Pertinent
Pertinent Ethical
Ethical
© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 7
 Business
Business Communication
Communication
Channels
Channels and
and Media
Media
Oral
Oral Channel
Channel Written
Written Channel
Channel
••Face-to-Face
Face-to-Face ••Memos
Memos
••Telephone
Telephone ••Letters
Letters
••Meetings
Meetings ••Reports
Reports
••Voice
VoiceMail
Mail ••E-mail
E-mail
••Videotape
Videotape ••Websites
Websites
••Teleconferencing
Teleconferencing ••Instant
Instant Messages
Messages
© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 8
 Selecting the Best
Channel and Medium
• Style and tone
• Feedback
• Time
• Cost
• Audience

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 9

 Relating to the Audience

“You” Positive
Credibility
Attitude Tone

Polite Bias-Free Corporate

Treatment Language Image

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 10

 The “You” Attitude
Instead of This Use This

To help us process this order, So that your order can be filled

we must ask for another copy of promptly, please send another
the requisition. copy of the requisition.

Instead of This Use This

You should never use that type That type of paper doesn’t work
of paper in the copy machine. very well in the copy machine.

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 11

 Emphasize the Positive
Instead of This Use This

It is impossible to repair your Your vacuum cleaner will be

vacuum cleaner today. ready by Tuesday.

Instead of This Use This

•Cheap merchandise •Bargain prices

•Toilet paper •Bathroom tissue
•Elderly person •Senior citizen

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 12

 Establish Credibility
Show Your Understanding

Explain Your Credentials

Avoid Exaggerating

Believe in Yourself
© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 13
 Be Polite
Instead of This Use This

You really fouled things up with Let’s review what went wrong
that last computer run. so that the next computer run
goes smoothly.

Instead of This Use This

You’ve been sitting on our order We are eager to receive our

for two weeks. We need it now! order. When can we expect
delivery?

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 14

 Use Bias-Free Language

Race or
Gender
Ethnicity

Age Bias Disability

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 15

 Project the
Company’s Image
• Be a spokesperson

• Convey the right impression

• Minimize your own views

• Maximize company interests

© Prentice Hall, 2004 Business Communication Essentials Chapter 3 - 16