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Chapter 7

Chapter 7. Writing Routine and Positive Messages. Learning Objectives. Outlining a strategy for routine requests Reviewing common routine requests Outlining a strategy for routine replies and positive messages Describing examples of routine replies and positive messages.

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Chapter 7

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  1. Chapter 7 Writing Routine and Positive Messages

  2. Learning Objectives • Outlining a strategy for routine requests • Reviewing common routine requests • Outlining a strategy for routine replies and positive messages • Describing examples of routine replies and positive messages

  3. Strategy for Routine Requests

  4. State the Request • Tone • Audience • Specifics

  5. Supporting Questions • Important • Relevant • One-Topic

  6. Close the Request • Action • Contact • Appreciation

  7. Common Examples of Routine Requests

  8. Information or Action • The Request • Support • Reader Benefits

  9. Recommendations • The Request • Information • Appreciation

  10. Claims or Adjustments • The Problem • Evidence • Specific Action

  11. Strategy for Routine Replies and Positive Messages

  12. Message Goals Communicate Information Answer All Questions Provide the Details Leave a Good Impression

  13. Message Strategy Main Idea Support Close Clear Details Benefits Concise Tone Goodwill

  14. Common Examples of Routine Replies and Positive Messages

  15. Action or Information • Prompt • Gracious • Thorough

  16. Claims or Adjustments Company Policy Assessment of Fault

  17. Company at Fault • Acknowledge 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

  18. Customer at Fault Refuse Claim Grant Claim Adjustment Cost Deter Mistakes Business Cost Keep Customers

  19. Third-Party at Fault • Assess Situation • Offer Solutions • No Blame Game

  20. Recommendations • Candidate’s Name • Position or Objective • Your Relationship • Facts and Evidence • Comparative Data • Overall Evaluation

  21. Informative Messages Notices Policies

  22. Pick Newsworthy Items • Focus on One Subject • Stress Important Ideas • Keep Statements Brief Effective News Releases

  23. Minimize Verbal Clutter • Focus on Specifics • Exercise Restraint • Use Industry Standards Effective News Releases

  24. Online News Releases Direct-to- Consumers Social Media Releases

  25. Fostering Goodwill ►Offering Congratulations ►Showing Appreciation ►Condolences and Sympathy

  26. Writing Routine and Positive Messages

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