* Using the three step process for routine and positive messages
--- Step 1: Planning a Routine or Positive Message
----- analyze he situation, make sure your purpose is cleas and you know ebough about your audience
----- Gather the information your audience needs to know
----- Select the right medium for your audience, the message, and the situation
----- Organize your information effectively
--- Step 2: Writing a routine or Positive Message
----- be sensative to the needs of your audience
----- establish credibility and protect the company image
----- keep in mind: some messages need to be more formal than others
----- use plain English and the active voice
----- open by stating the main idea
----- give necessary details in the body
----- close with a cordial request for specific action
--- Step 3: Completing a Routine or Positive message
----- revise your message be evaluating content and organization
----- design the document to suit your purpose and audience
----- proofread the final version
----- choose an inexpensive and convenient distribution method
--- Step 1: Planning a Routine or Positive Message
----- analyze he situation, make sure your purpose is cleas and you know ebough about your audience
----- Gather the information your audience needs to know
----- Select the right medium for your audience, the message, and the situation
----- Organize your information effectively
--- Step 2: Writing a routine or Positive Message
----- be sensative to the needs of your audience
----- establish credibility and protect the company image
----- keep in mind: some messages need to be more formal than others
----- use plain English and the active voice
----- open by stating the main idea
----- give necessary details in the body
----- close with a cordial request for specific action
--- Step 3: Completing a Routine or Positive message
----- revise your message be evaluating content and organization
----- design the document to suit your purpose and audience
----- proofread the final version
----- choose an inexpensive and convenient distribution method
This is a link to a slide show with routine and positive messages. I found it very informative:
* Making routine requests
--- Strategy for Routine Requests
-----> Stating your request upfront
1. place initial requests first where it can get you the most attention
2. Be sure to: pay attention to tone, assume that your audience will comply, and be specific
----->Explaining and Justifying your request
1. help readers sort through multiple questions or requests
2 be sure to: ask the most important questions 1st, ask only relevant questions, deal with only one topic per question
-----> Request specific action in a courteous close
1. Use 3 important elements: (1) request for a specific action (2) information about how you can be reached (3) an expression of appreciation
--- Common examples of Routine Requests
----- Asking for information and action
1. for simple straight forward requests, use the direct approach
2. in a business, tend to use a more formal tone
----- Asking for recommendations
1. ALWAYS ask for permission before using someone as a reference
2. refresh the memory of any potential reference you haven't been in touch with for a while
----- Making claims and requesting adjustments
1. an adjustment is the settlement of a claim
2. use claim letters to (1) explain the problem and give details (2) provide backup information (3) request specific action
3. document your claim: send copies and keep the original
--- Strategy for Routine Requests
-----> Stating your request upfront
1. place initial requests first where it can get you the most attention
2. Be sure to: pay attention to tone, assume that your audience will comply, and be specific
----->Explaining and Justifying your request
1. help readers sort through multiple questions or requests
2 be sure to: ask the most important questions 1st, ask only relevant questions, deal with only one topic per question
-----> Request specific action in a courteous close
1. Use 3 important elements: (1) request for a specific action (2) information about how you can be reached (3) an expression of appreciation
--- Common examples of Routine Requests
----- Asking for information and action
1. for simple straight forward requests, use the direct approach
2. in a business, tend to use a more formal tone
----- Asking for recommendations
1. ALWAYS ask for permission before using someone as a reference
2. refresh the memory of any potential reference you haven't been in touch with for a while
----- Making claims and requesting adjustments
1. an adjustment is the settlement of a claim
2. use claim letters to (1) explain the problem and give details (2) provide backup information (3) request specific action
3. document your claim: send copies and keep the original
* Sending routine replies and positive messages
----- Goals: to communicate the info or good news, answer all questions, provide any required details, leave a reader with a good impression
--- Strategy for Routine replies and Positive messages
----- Starting with the main idea
1. use the direct approach
2. prepare your audience for the details that follow
----- Providing necessary details and explanation
1. details so your audience will not be confused
2. Present negative info in a positive context
----- End with a courteous close
1. Make sure audience members understand what to do and how it will benefit them
---Common examples of routine message and Positive messages
----- Answering requests for Information and Action
1. Goals: respond to the inquiry and answer all questions, leave your reader with a good impression, and encourage future sale
--- Granting claims and Requests for Adjustment
----- Responding to a claim when your company is at fault
1. acknowledge receipt of the customer's claim
2. Take responsibility for setting matter straight
3. Sympathize with the customers inconvenience or frustration
4. Explain precisely how you resolve or plan to resolve the situation
5. Take steps to repair the relationship
6. Follow up to verify that your response was correct
----- Goals: to communicate the info or good news, answer all questions, provide any required details, leave a reader with a good impression
--- Strategy for Routine replies and Positive messages
----- Starting with the main idea
1. use the direct approach
2. prepare your audience for the details that follow
----- Providing necessary details and explanation
1. details so your audience will not be confused
2. Present negative info in a positive context
----- End with a courteous close
1. Make sure audience members understand what to do and how it will benefit them
---Common examples of routine message and Positive messages
----- Answering requests for Information and Action
1. Goals: respond to the inquiry and answer all questions, leave your reader with a good impression, and encourage future sale
--- Granting claims and Requests for Adjustment
----- Responding to a claim when your company is at fault
1. acknowledge receipt of the customer's claim
2. Take responsibility for setting matter straight
3. Sympathize with the customers inconvenience or frustration
4. Explain precisely how you resolve or plan to resolve the situation
5. Take steps to repair the relationship
6. Follow up to verify that your response was correct
-----Responding to a claim where your customer is at fault
1. If you grant a claim when the customer is at fault, look for ways to errant behavior in the future
----- Responding to a claim when a third party is at fault
1. any response depends on your agreements with the third party
2. evaluate the situation and know the policies before responding
----- Providing recommendations
1. Convince the reader that the person being recommended has characteristics for what they are looking for
2. Shortcomings cannot be ignored, but: include only relevant and factual information, avoid judgments, and balance criticisms
----- Creating Informative Messages
1. State the purpose in the opening and briefly mention the nature of the information you are providing
2. Provide the necessary details in the body
3. end with a courteous close
4. May require additional care
----- Announcing Good News
1. God business to spread positive messages
2. need careful planning and evaluate to avoid legal troubles
3. new (press) releases: a specialized documents to share relevant information with local or national news media
----- Fostering goodwill
1. Positive feeling that encourages people to maintain a business relationship
2. make sure compliments are sincere and honest
3. Noting specific events in a person's life helps cement business relationships
4. A message of appreciation documents a person's contribution
5. Condolence messages let the reader know that you and the organization care about their loss
6. Keep all goodwill message brief, write in your words, be tactful, take special care, and include special qualities
Interesting Sites:
http://homepages.wmich.edu/~bowman/gdnews.html
This website shows how to convey positive business message and how important they actually are in business today.
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