Chapter 3

Writing Routine and

Positive Messages

Chapter 10 -1
 Learning Objectives
1. Outline a strategy for routine requests
2. Review common routine requests
3. Outline a strategy for routine
replies and common messages
4. Describe six types of routine
replies and positive messages

Chapter 10 -2
 Strategy for Routine
Requests
Routine:
- A regular procedure… (repeated- monotonous action)
- No surprise- straightforward (expect/anticipate the
outcome)
- Example:
- Issue a receipt
- Attend to request for refund
- Seek approval for claim

Chapter 10 -3
State the Request
Pay Attention to Tone

Assume Audience Compliance

State Precisely What You

Want Chapter 10 -4
Explain the Request
Ask Important Questions First

Ask Only Relevant Questions

Limit Questions to One Topic

Chapter 10 -5
Close the Request
State a Specific Request

Provide Contact Information

Express Your Appreciation

Chapter 10 -6
Strategy for Routine and
Positive Messages

Chapter 10 -7
Goals of the Message

Communicate Answer
Information All
Questions

Provide the
Details Leave a Good
Impression
Chapter 10 -8
Examples of Routine and
Common Messages

Chapter 10 -9
Action or Information
Prompt Gracious Thorough

Answer All Questions

Leave a Good Impression

Encourage a Future Sale

Chapter 10 -10
Claims or Adjustments
•Interpret Policy
•Determine Fault

Chapter 10 -11
 Company at Fault
• Acknowledge the claim or complaint
• Sympathize with the customer
• Take responsibility for the outcome
• Explain your plan of action
• Work to repair the relationship
• Follow up on your response
Chapter 10 -12
 Customer at Fault
Refuse the Claim Grant the Claim

Adjustment Cost Deter Mistakes

Business Cost Keep Customers

Chapter 10 -13
Third-Party at Fault
•Assess Situation
•Offer Solutions
•No Blame Game

Chapter 10 -14
Routine Information

Updates
Status
Policies
Procedures
Chapter 10 -15
Effective News Releases
•Select Relevant, Newsworthy Items

•Put the Most Important Idea First

•Use Short Sentence and Paragraphs

Chapter 10 -16
Effective News Releases

•Eliminate Verbal Clutter

•Be as Specific as Possible

•Avoid Being Self-Congratulatory

Chapter 10 -17
Social Media Releases
•Bullet-Points
•Multimedia
•Bookmarking

Chapter 10 -18
 Fostering Goodwill
•Relationships
•Information
•Entertainment

Chapter 10 -19
Typical Messages
•Congratulations
•Appreciation
•Condolences

Chapter 10 -20
Ongoing discussion of selected question during Lecture
session. Selected question and pointers will be shared
during Lecture session.

Ch2a1pter 19
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