CHAPTER 6

POSITIVE MESSAGE
 Objectives
• Understand the channesl and how business letters should be
formatted
• How to compose a direct messages that make requests, respond
to inquiries online and offline
• Prepare message that make direct claims and voice complaints
• Create adjustment message
• How to write special messages that convey kindness and goodwill
 What is positive message?

• Are routine and straightforward

• Help workers conduct everyday business

• Make up the bulk of workplace communication

• Require solid writing skills

Channels used for positive messages
• E-mails

• Memos

• Letters

• Social media networks

• Blogs

• IM and text messages

Three-Step Writing Process
Planning Writing Completing

Analyze Situation Revise

Adapt to
the Audience
Gather Information Produce

Select Medium Proofread

Compose
the Message
Get Organized Distribute
 Understanding Business Letters

 Confidential and formal

 Provide a permanent record

 Deliver contracts

 Explain terms

 Share ideas

 Negotiate agreements
Formal Business Letter
Routine Requests

State Request

Support Request

Close Message
 Action and Information
More Shared Less Shared
State the Request
Background Background

Internal External
Audience Support the Request Audience

Less More
Close the Request
Formal Formal
 Writing Plan for Direct Requests

Opening

• Ask the most important question first or express a polite

command

• Avoid long explanations preceding the main idea.

 Writing Plan for Direct Requests
Body
• Explain the request logically and courteously.

• Express questions in numbered or bulleted form.

• Use open-ended questions (What steps are necessary...) instead of yes-or-no questions -

(Can the project begin on time?).

• Suggest reader benefits, if possible.

 Writing Plan for Direct Requests

Closing

• State specifically, but courteously, what action is to be taken.

• Set an end date, if necessary. Provide a logical reason for the end date.

• Make it easy for the receiver to respond.

 Writing plan for email, memo
and letter replies
Subject Line

• Summarize the main information from your reply.

(A subject line is optional in letters.)

• Use abbreviated style omitting articles (a, an, the).

 Writing plan for email, memo
and letter replies
Opening

• Start directly by responding to the request with a

summary statement.

• When announcing good news, do so promptly.

 Writing plan for email, memo
and letter replies
Body

• Explain the subject logically.

• Use lists, tables, headings, boldface, italics, or other graphic devices

to improve readability.

• Promote your products and your organization to customers.

 Writing plan for email, memo
and letter replies
Closing

• Offer a concluding thought, perhaps referring to the information or

action requested.

• Avoid cliché endings

(If you have any other questions, don’t hesitate to call).

 Responding to Customers Online

• Vocal individuals can start a firestorm of criticism or become

powerful brand ambassadors

• Companies must adopt strategies that help them decide

when and in what ways to respond.

Responding to Customers Online

• Be positive.

• Be transparent.

• Be honest.

• Be timely.

• Be helpful.
Writing plan for instruction message

• Subject line: summarize the content of the message

• Opening: expand the subject line by starting the main ideas concisely in a

full sentence
 Writing plan for instruction message
Body

• Present the instructions in orderly steps.

• Arrange the items vertically with numbers.

• Begin each step with an action verb using the imperative mood

Ex: Unlock the door, open the file

Writing plan for instruction message

Closing

• Request a specific action, summarize the message, or present a

closing thought.

• Include a deadline and a reason, if appropriate.

Memo delivering Instructions
Claims and Requests for
Adjustment

Who Is at Fault?

The The A Third

Company Customer Party
Guidelines for Writing Online Reviews and Complaints

1. Establish your credibility.

2. Check posting rules.
3. Provide balanced reviews.
4. Consider the Web’s permanence.
5. Embrace transparency.
6. Accept offers for help.
7. Refuse payment for favorable critiques.
 Goodwill Messages
• Be spontaneous.

• Keep it short.

• Be specific.

• Be sincere.

• Be selfless.
Fostering Goodwill

Congratulations

Appreciation

Condolences
 Saying Thank You
• Written notes showing appreciation and expressing thanks are

significant to their receivers.

• Thank-you notes are typically short messages written on special

notepaper or heavy card stock.

• Businesspeople build goodwill by thanking others gracefully.

The End