What is Good-News and Neutral Message

 A message that will receive favorable response or

neutral reaction from your reader is usually easy to
write because such messages tells your reader
something pleasant or offer usual information.

 These messages are generally organized by the

direct approach-also known as good-news plan
Organizational Plan for Good-News and Neutral Message

1. First: Best news or main idea

2. Middle: Explanation, with one or more following,

when appropriate: all necessary details,
educational information, resale, sales promotion.

3. Last: Positive, friendly ending, with a clear

statement of action desired, motivation to action,
willingness to help further, appreciation
Objectives of this topic

The topic suggests an effective organizational plans for

favorable replies and neutral messages and discuss the
following kinds of letters and memoranda you can
organize with this plan:
Favorable Replies
 Answering inquiries
 Granting requests for adjustment
 Approving Credit
 Acknowledging orders
 Granting favors and other requests
 Job acceptance letters
 Goodwill messages: appreciation, congratulation,
and condolence letters
Favorable Replies:

To help build goodwill, a progressive organization replies to all

reasonable requests courteously, hopefully, and promptly. The
different type of favorable replies are as follows :

1. Answering inquiries: Among most frequent non-sales-related

inquiries are requests for information about personal and credit
applicants.

1. Granting Requests for Adjustment: An adjustment letter is the

reply to a complaint (called a claim letter)

1. Approving Credit: The message telling the customer that you are
granting often includes all parts of the basic news plan-best news
first and then terms, resale, sales promotion and appreciation .

I
4. Acknowledging Orders: An acknowledgement performs several
important function. It let buyers know that the order has been
received, is appreciated, and is given attention.

5. Granting Favors and Other Requests: A letter showing your

granting favor by serving a committee, speaking at a convention,
donating money, or lending your firm’s equipment without
charge, good news plan is best to use.

6. Job Acceptance Letters: A job acceptance letter is generally a short

and expresses your enthusiasm for the position offered.
7. Goodwill Messages: Goodwill messages are different from the
usual business documents in that they express feelings rather
than information or persuasion, and therefore are little bit
different in writing.
( Although it may be tempting to send printed cards, it is
always more personal and meaningful to recipients to send
a written note of appreciation, congratulations, or
sympathy)

Types of Goodwill Messages

 Letter of Appreciation
 Letter of Congratulation
 Letter of Condolence
Letter of Appreciation: Thank you notes should be written
whenever someone does a favor or when an action deserves
praise. These notes may be written to customers for their
orders, to colleagues for their support, and to individuals for
any special favor they have done for you or for your company.

Letter of Congratulation: Congratulatory notes should be sent for

business and personal achievements and milestones. As in
letters of appreciation, they should use the good-news
organizational plan and focus on reader.

Letter of Condolence: Expression of sympathy to someone who has

experienced grief or misfortune are difficult to write and
demand special sensitivity on the part of writer.
 State the good or neutral news.

 Provide adequate details or descriptions.

 End pleasantly.
 Thank-you messages

 Congratulatory messages

 Inquiries and replies

 Requests and responses

 Orders and acknowledgments

 Routine claims and adjustments

Why are you creating the good news message?
 To persuade?

 To inform? The why of the good

or neutral news
 To inquire? message is the
news.
Spoken Message Forms Written Message Forms
 Face-to-face  E-mail

meeting  Memorandum
 Telephone call  Letter
 Videotape

 Audiotape

 Video broadcast
 Prepare an outline using the good
news strategy.
 The good news strategy is based on
the direct pattern.
 Message objective
 Supporting information
 Closing information
Neutral Messages

Announcements about:

Sales and events

Procedures, policies, and responsibilities

Honors and activities of people

Transmittals
 Neutral Messages: The neutral messages are unsolicited
messages. The are either announcements or transmittals.

1. Announcing Sales and Events: Luncheon, conference,

celebration, meeting, or other function about which you need
merely to inform you reader.

2. Announcing Procedure, Policies, and Responsibilities: Some

businesses use “directives” to announce to employees official
statements of company policies, procedures and employees
responsibilities.
• They may cover a wide variety of topics, ranging from assigned
parking spaces and office hours to policies about salary increases,
retirement benefits, overtime and treatment of customers.
3. Announcing Honors and Activities of People: To inform
employees and customers about promotions,
awards, honors, new appointments, retirements,
and other recognition-deserving activities of
various persons, it is recommended to send
announcements
Transmittal: A transmittal is a letter or a memo that simply
sends a document to the reader.

 Transmittals are also called “covering letters” have many uses.

 They range from 5- to 10-line notes to lengthy official letters that

accompany, explain, or justify documents

 For routine business to consumers, employees, or other persons, a

cordial short note is sufficient to transmit one or more items such
as check, policy, passbook, warranty deed, or map.

 Transmittal that accompany official documents, bid, applications,

proposals, or formal reports should be carefully worded letters.