Plantation Communication

Chapter 3
Planning Business Messages
 Effective
Business Messages
Purposeful

Audience-Centered

Concise
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

Chapter 3 - 3
 Analyze Your Purpose
Timing
Delivery

Realism
General
General Specific
Specific
Purpose
Purpose Purpose
Purpose

Acceptability

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
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

Chapter 3 - 6
 Provide Information

Complete Accurate

Pertinent Ethical

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
Chapter 3 - 8
 Selecting the Best
Channel and Medium
• Style and tone
• Feedback
• Time
• Cost
• Audience

Chapter 3 - 9
Relating to the Audience

“You” Positive
Credibility
Attitude Tone

Polite Bias-Free Corporate

Treatment Language Image

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.

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

Chapter 3 - 12
Establish Credibility
Show Your Understanding

Explain Your Credentials

Avoid Exaggerating

Believe in Yourself
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?

Chapter 3 - 14
Use Bias-Free Language

Race or
Gender
Ethnicity

Age Bias Disability

Chapter 3 - 15
 Project the
Company’s Image
• Be a spokesperson

• Convey the right impression

• Minimize your own views

• Maximize company interests

Chapter 3 - 16