lecturer: gareth jones class 6: routine business messages

Lecturer: Gareth JonesClass 6: Routine Business Messages

Editing – Content, readability Introductions and conclusions Indirect and direct messages

3rd December 2009 2Business Communication (BUS-101)

Editing – StyleEmail/Memo/Letter FormatRoutine Messages◦Requesting Information◦Making a complaint◦Requesting a Reference Letter


For normal business situationsAbout day to day activityRarely complicatedQuick, clear, and direct


3 Step writing process:◦Step 1: Planning (gather, organise, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)


Even though messages are short, it is still good to plan the message.

Collect info, organise your thoughts, focus your ideas


Go over 5 communication strategiesPurpose? Objective? Style? Channel?

Audience?


Use the “you” attitudeAdapt the message to the

readers


3 Step writing process:◦Step 1: Planning (gather, organize,

focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)


Assume your reader is interested or neutral

Assume they will respond positively


Must have a clear opening (Introduction)State all main ideas (Body)Close Politely (Conclusion)


3 Step writing process:◦Step 1: Planning (gather, organize, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)


Check content, readability, style format.Proofread typos, errors, etc.Read over before sending


We will look at the strategy for writing routine messages.

Start with the Introduction


State your request at the beginningPay attention to your toneAvoid personal introsBe specific (say exactly what you want!)


Explain and justify your request Include any benefits it might have for

your audience


If you have questions, ask them here.List the most important questions first.Make the questions simple and short

(succinct)


Repeat your specific request including:◦Time◦Place


Say how you can be reached, including:◦Phone #◦Email◦Office◦Skype◦Etc…


End with a polite closingWhat is a polite closing?


We will look at three different kinds:◦Normal Requests◦Complaints◦Requests for a reference


We will look at three different kinds:◦Normal Request◦Complaint◦Request for a reference


Asking for information or actionOpinions?Help?


State three things:◦What you want to know◦Why you want to know it◦Why the reader should help


Be clear in your request and your explanation

Direct approach◦Include dates and times


For fellow employees:◦Assume they know you◦Have a clear and detailed subject◦Email is usually the best channel


For other companies◦To ask other customers to provide

information or do something simple


Always be polite, but not too polite- no need to grovel!

Ask clear and numbered questions for an easy reply


We will look at three different kinds:◦Normal Request◦Complaint◦Request for a reference


If you are unsatisfied with a service or product◦Over charging◦Broken products◦Impolite salespeople


Also called “Claims and Adjustments”


Explain the problemGive the details of the problemRequest or suggest action (if known)◦Be prepared to send other documents

(receipts, sales info, etc)


Good for you because it leaves a permanent record

Must be rational, clear, and politeAssume the reader will agree with you


Beginning◦Straightforward explanation of problem


Middle◦Complete explanation. Include all specifics

and details of problem. (date purchased, date of issue)


End◦Request specific action (if known)◦Provide contact information


We will look at three different kinds:

◦Normal Request◦Complaint◦Request for a reference


Many jobs will ask for a reference or a recommendation

This is a letter from someone who knows you and will tell the company about you


You should ask a former teacher, boss, lecturer, etc

Follow routine request strategies


Introduction/opening


Start by asking permission◦“Would you please provide me a

recommendation…”Say what position you are applying for

and at what company


If time has passed, repeat how you know this person including the time and place. (School, job, etc)


Body◦Include a copy of your resume and any

useful information that would make you good for this job (school work, experience)


Closing◦Include the name and address of the person

it should be sent to and a deadline if there is one◦Close with a goodwill ending


lecturer: gareth jones class 6: routine business messages

Documents

step writing process

writing draftingstep

writing routine messages

planning gather

editing content

specific request

questions simple

important questions