WRITING ROUTINE AND POSITIVE MESSAGESChapter 7

“Whoever writes to a Stranger should observe 3 Points; 1. That what he proposes be practicable. 2. His Propositions should be made in explicit Terms so as to be easily understood. 3. What he desires should be in itself reasonable. Hereby he will give a favourable Impression of his Understanding, and create a Desire of further Acquaintance.”

-Benjamin Franklin 1777 

“The first thing necessary in writing letters of business, is extreme clearness and perspicuity; every paragraph should be so clear, and unambiguous, that the dullest fellow in the world may not be able to mistake it, or be obliged to read it twice to understand it. Business does not exclude (as possibly you wish it did) the usual terms of politeness and good breeding[…] Letters of business will not only admit of, be better for certain graces – but then they must be scattered with a sparing and skillful hand; they must fit their place exactly.”

-Earl of Chesterfield, 1751

What Counts as Routine?

Non-sensitive, straightforward communication that:

•asks questions

•answers questions

•provides information/instructions

•confirms agreements

•promotes goodwill

Choose the Form• Letters?• Memos?• E-mail ?• Tweets?• Face-to-face?• Phone?• Others?

PRESENTING YOURSELF:

Use the appropriate level of formality.

Communicate correctly. Project the “you attitude.” Avoid correspondence

clichés. Communicate honestly.

Routine Requests in a Nutshell

• What do you want your reader to think, feel and/or do?

• Why are you making the request?

• Why might it be in your reader’s interest to help you?

CHOOSE YOUR APPROACH

Direct Approach Indirect Approach

State request/main purpose up front.

Provide explanation, details and/or justifications

Provide specifics/Close courteously

Buffer/Neutral Opening Explanation/Details/

justifications Main purpose Close courteously

TYPES OF ROUTINE AND POSITIVE MESSAGES Routine Requests

Asking for Information and Action Asking for Recommendations Making Claims and Asking for Adjustments

Routine Replies and Positive Messages Answering Requests for Information and Action Granting Claims and Adjustments Providing Recommendations Creating Informative Messages Fostering Goodwill

INCREASE READABILITY

Limit your scope Stay focused Use lists Keep paragraphs short Use headings/subheadings Create obvious and consistent organization Keep it simple TMI? Divide and conquer

INCREASE READABILITY

Routine Requests

First, State Your Request Up Front• Pay Attention To Tone• Assume Your Audience Will

Comply• Be Specific

Next, Explain and Justify Your Request• Ask the Most Important

Questions First• Ask Only Relevant

Questions• Deal with Only One Topic

Per Question

Then, Request Specific Action in a Courteous Close.

• Include any Relevant Deadlines

• Include Contact Information

• Include an Expression of Appreciation or Goodwill

Routine Replies and Informational Messages

Start with the Main Idea “What is the single most

important message I have for the audience?”

Next, Provide Necessary Details and Explanation

Eliminate Confusion or Lingering Doubt

Convey Mildly Disappointing News in a Positive Way

End with a Courteous Close

FOCUS ON THE POSITIVE

Instead of: Write:

No, we no longer carry the Sportsgirl line of sweaters.

The new Olympic line has replaced the Sportsgirl sweaters you asked about. Olympic features a wider range of colors and sizes and more contemporary styling.

GRANTING CLAIMS AND REQUESTS FOR ADJUSTMENT

When Your Company is at Fault Acknowledge receipt of complaint Take personal responsibility for setting matters right Sympathize with the customer Explain how situation will be resolved Repair situation and follow-up

When the Customer Is at Fault Open with the Good News Avoid being Condescending Close Positively (Resale?)

When a Third Party is at Fault Avoid Pointing Fingers

Workshop on Everyday Communication—Adapting Routine Messages to Different Audiences and Purposes

• To construct routine messages that clearly and concisely convey necessary information

• To practice formatting techniques—such as the use of bullets, numbers, headers, and so forth—that make messages easier to read and understand

• To gain familiarity with techniques for building and maintaining goodwill 

Activity 1: Getting to Know Your PartnerWrite four short messages as outlined below. Each should include a brief introduction that explains the context for the message and outlines its purpose. All messages should be written clearly, concisely, and directly. Each message should also conclude with a friendly closing statement. Documents should be as grammatically correct as possible (given time constraints).

•Write an information request in which you pose between four and six questions to your partner, asking him or her for facts about his or her feelings toward group work. Determine what aspects of group work your partner enjoys, which aspects your partner dislikes, and learn about his or her strategies for overcoming group work difficulties. What are the biggest challenges in group work and how can you solve them? At the beginning of this message you should briefly introduce yourself to your partner, as well.•Write a response message in which you respond to your partner’s questions.•Write a goodwill message in which you thank your partner for her or his answers and for helping you to complete today’s tasks.•Write a message to your project manager (instructor) in which you summarize the results of your research.