a healthy eating segment, your low-fat muffins have been selling out every day even
though you have been increasing production. When some of your loyal customers
started grumbling about not always being able to get them, you knew you wanted to
serve your customers better. Because most of them have mobile phones, text
messaging seems like an obvious solution. You have decided to offer an opt-in polling
service that would ask their preference for a particular low-fat muffin or fresh fruit.
Your customers could select the days of the week they would be interested in getting
the poll. Although they would not be placing an order, they would be helping you
plan. You’ll also be spending well-targeted promotion dollars while creating
goodwill with your loyal customers. Now you need to write this poll question.
b. You are on your way to the airport for a trip to a weeklong conference when you
remember a file you were supposed to send to a customer. So many last-minute
details came up that you really don’t remember if you sent it. Unfortunately, you
cannot access your work computer from outside the company firewall, but you have
a colleague, Chris VanLerBerghe, who would be able to check your email outbox to
confirm whether or not you sent it. Chris could also send the file, if necessary.
However, you cannot reach her by phone now because she is in an important
planning meeting, so you decide to send a text message with the exact information
she will need to help you out. Be sure your message is both clear and complete.
c. As you are in the morning sales meeting, your mobile phone vibrates, indicating that
you have an incoming call. You recognize the source—Yesaya Chan, the high school
student you are mentoring/tutoring in math. When you are finally able to listen to
the call, you learn that Yesaya needs your help tonight because his teacher moved a
test up a couple of days. He wants to know if you can meet him at the local library at
5 pm, noting that it will be open late tonight. You will say yes, but the earliest you
can be there on such short notice is 6 pm. Suggest that he still go to the library at 5
pm and work as many of the review problems on his own as he can. You will help
him with the others when you get there. Because he is probably in class now, you
will send your response as a text message so it won’t interrupt his class.
5. Assume the role of the hotel manager we discussed in the “Planning the Message” section
of this chapter. The air conditioning has stopped functioning on one of the busiest and
hottest weekends of the year. You need to explain the situation and what you are going to
do (or have done) about it to three audiences: your guests, your co-workers who will be
helping you solve the problem, and your boss, who will not be at the hotel until Monday.
Develop a plan for the message you will send to each of these audiences in which you follow
the five steps discussed in this chapter for planning a message. Be sure you consider your
goal in communicating with each audience, the format/ channel your communication will