chapter 7 copyright © 2014 pearson education, inc.chapter 7 - 1 writing routine and positive...
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Chapter 7
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 1
Writing Routine and Positive Messages
Learning Objectives1. Outline a strategy for routine requests
2. Review common routine requests
3. Outline a strategy for routine replies and positive messages
4. Describe examples of routine replies and positive messages
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Strategy for Routine Requests
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State the Request
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•Tone
•Audience
•Specifics
Explain and Justify
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•Explanation
•Benefits
•Questions
Close the Request
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•Action
•Contact
•Appreciation
Summary of Discussion
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Common Examples of Routine Requests
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Information or Action
• State the Request
• Support the Request
• Introduce Reader Benefits
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Recommendations• Ask for a
Recommendation
• Support the Request
• Express Your Appreciation
Claims or Adjustments
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• State the Problem
• Explain Your Situation
• Request for Specific Action
Summary of Discussion
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Strategy for Routine Replies and Positive
Messages
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Message Goals
Communicate Information
Leave a Good Impression
Provide the Details
Answer All Questions
Message Strategy
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Main Idea Support Close
Clear Details Thank You
Concise Tone Follow-Up
Summary of Discussion
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Common Examples of Routine Replies and Positive Messages
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Action or Information
•Prompt
•Gracious
•Thorough
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Claims or Adjustments
•Interpret Policy
•Determine Fault
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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
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Customer at Fault
Refuse Claim
Adjustment Cost
Business Cost
Grant Claim
Deter Mistakes
Keep Customers
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Third-Party at Fault
►Assess the Situation
►Offer Feasible Solutions
►Avoid the Blame Game
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Candidate Objective
Relationship Evidence
Comparisons Evaluation
Recommendations
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Updates
Status
Policies
Procedures
Routine Information
Announce Good News
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•Facilities•Executives•Products•Services•Community
Effective News Releases
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• Select Relevant, Newsworthy Items
• Focus on One Subject
• Put the Most Important Information First
• Use Short Sentence and Paragraphs
Effective News Releases
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• Eliminate Clutter and Extraneous Facts
• Be as Specific as Possible
• Avoid Being Self-Congratulatory
• Follow Accepted Industry Standards
Online News Releases
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Direct-to- Consumers
Social MediaReleases
Fostering Goodwill
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•Messages
•Information
•Entertainment
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Typical Messages
•Congratulations•Appreciation•Condolences•Sympathy
Summary of Discussion
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Writing Routine and Positive Messages
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