3: Planning Business Messages
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TEST YOUR KNOWLEDGE
3-1. The three major steps in the writing process are 1) planning, 2) writing, and 3) completing
3-2. To develop an audience profile, one needs to identify the primary audience, determine the
Tag: Written and oral communication)
3-3. The three attributes of quality information are that it is accurate, ethical, and pertinent. (LO
3-4. Richness is a medium’s ability to convey a message through more than one informational
(LO 3.4; AACSB Tag: Written and oral communication)
3-5. The topic of your message is the overall subject, such as employee insurance claims. Your
communication)
APPLY YOUR KNOWLEDGE
3-6. Regardless of how many times you change your mind as you write a business message,
changes are necessary and whether one change is better than another. Without a plan, the
3-7. This question should initiate a discussion of how much information you need to include in
credibility as they pass along this information. One important issue to discuss is whether or
oral communication)
3-8. The medium/channel combination that should be used is written digital. It allows for fast
delivery and can reach geographically dispersed audience, like these manufacturers around
3: Planning Business Messages
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AACSB Tag: Written and oral communication)
3-9. Fourteen points to support your main idea is excessive; review your main points and try to
AACSB Tag: Written and oral communication)
PRACTICE YOUR SKILLS
Exercises for Perfecting Your Writing
3-10. I want to inform the manager about the type and number of outdated items in the
3-11. I want to inform the customers and the news media about my company’s plans. (LO 3.2;
AACSB Tag: Written and oral communication)
3-14. I want to explain how the content management system works. (LO 3.2; AACSB Tag:
Written and oral communication)
3-15. The reader is a dealer in financial trouble who is likely to be embarrassed and hostile when
Written and oral communication)
3-16. The readers of the ad are people who read the food section of the local newspaper. They
AACSB Tag: Written and oral communication)
3-17. The reader is the manager of the property management company who will most likely be
displeased to receive this letter since the writer has been experiencing “persistent
3-18. The reader will be a recruiter who receives hundreds of similar résumés and who will be
background, and experience. (LO 3.2; AACSB Tag: Written and oral communication)
3-19. The reader is a customer service representative who is likely to be detached about the
letter, having dealt with many similar problems. If satisfied that the customer has a
Tag: Written and oral communication)
Media and Purpose. For each example that students cite, they should identify the general
Osmond as spokesperson for NutriSystem or Jessica Simpson for ProActiv), and the practicality
of purpose (such as a sales message for a high-ticket item sent to a college student).
AACSB Tag: Written and oral communication)
Message Organization: Choosing the Approach. Indicate whether the direct or the indirect
provided:
3-37. Indirect: To soften the bad news, the letter should begin with a neutral buffer. (LO 3.5;
AACSB Tag: Written and oral communication)
3-38. Indirect: Again, a neutral buffer would make the audience more receptive. Presenting the
3-39. Indirect: To persuade the reader to pay the debt, the writer should begin by pointing out how
the reader will benefit from this course of action. However, if the indirect approach repeatedly
the space provided.
3-40. Indirect: The reader will be motivated mainly by “bottom–line” considerations.
3-41. Direct: The company recruiter will be looking for a qualified person to fill existing openings.
3.5; AACSB Tag: Written and oral communication)
3-42. Direct: The bank will be motivated by financial considerations. You need to demonstrate
and oral communication)
3-43. Direct: You want to collect a small amount from a regular customer whose account is only
3-44. Indirect: The person is either unable or unwilling to pay. You need to provide a real
ACTIVITIES
3-45. Students will find that the chairperson is writing primarily for investors. The general
which affects its stock price (and the value of shareholders’ investments). Students should
AACSB Tag: Written and oral communication)
3-46. Students’ responses will vary based on their chosen Facebook pages. Responses should
as well; a site geared to connoisseurs of a subject won’t necessarily want to waste time
Written and oral communication)
3-47. Students’ responses will vary based on their chosen websites. Responses should include at
least three modifications to improve the site for readability on a smartphone, targeting
3.4: AACSB Tag: Written and oral communication)
3-48. Student answers should focus on what they need to know about the audience in order to
respond effectively. They must address two audiences: the disgruntled passenger, and the
mailing to travel agents (if that seems warranted). A secondary audience in both cases
would be the cruise line’s management, who would be monitoring the handling of the
3-49. To some extent, the decision about what is relevant depends on what the students assume
about the audience. Suggest that they begin by putting themselves in the position of a top
consider such fine detail.
The following list shows the points that are probably of least value, arranged with the least
valuable first:
b. The history of cogeneration
c. Scientific credentials of the developers of cogeneration
d. Detailed ten-year cost projections
However, students might want to include a paragraph or two on any of these items,
The body of the presentation could be arranged in three main sections:
I. Installation of the cogeneration process
A. Specifications of the equipment
B. Estimates of time required to phase in equipment
II. Economic impact of the cogeneration process
A. Costs of installing and running equipment
B. Detailed ten-year cost projections (optional)
(LO 3.5: AACSB Tag: Written and oral communication)
3: Planning Business Messages
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3-50. Students’ responses should demonstrate a clear understanding of the difference between an
ethical dilemma and an ethical lapse. They should also implement the journalistic approach
(LO 3.5: AACSB Tag: Written and oral communication)
EXPAND YOUR SKILLS
and oral communication)
Sharpen Your Career Skills Online: This exercise calls upon students to use Bovée and Thill’s
information that was learned. (LO 3.1: AACSB Tag: Written and oral communication)
IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE
Level 1: Self-Assessment—Verbs
3-58. Has the claims department notified you of your rights? (AACSB Tag: Written and oral
communication)
3-59. We depend on their services for our operation. (AACSB Tag: Written and oral
communication)
3-60. The customer returned the damaged equipment before we even located a repair facility.
(AACSB Tag: Written and oral communication)
3: Planning Business Messages
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3-61. Everyone upstairs (receive/receives) mail before we do. (AACSB Tag: Written and oral
communication)
3-62. Neither the main office nor the branches (is/are) blameless. (AACSB Tag: Written and
oral communication)
3-64. When measuring shelves, 7 inches (is/are) significant. (AACSB Tag: Written and oral
communication)
3-65. About 90 percent of the employees (plan/plans) to come to the company picnic. (AACSB
Tag: Written and oral communication)
Level 2: Workplace Applications
3-66. Cut two inches off the tree’s trunk, place the tree in a water stand, and fill the stand with
3-67. The newly elected officers of the board are John Rogers, president; Robin Doig, vice-
3-68. Employees were stunned when they were notified that the trainee was promoted to
communication)
3-69. If you are seeking reliable data on U.S. publishers, Literary Marketplace is by far the best
3-71. The keynote address will be delivered by Seth Goodwin, the writer of six popular books on
3-72. Often the reputation of an entire company depends on one employee who officially
3-73. The executive director, along with his staff, is working quickly to determine who should
3-74. He and his co-workers, the top bowling team in the tournament, will represent our
3-75. Listening on the extension, the security chief overheard details of the embezzlement plot.
3: Planning Business Messages
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3-76. Visa cards are now accepted in response to our customers’ demand for a more efficient and
Tag: Written and oral communication)
3-77. The human resources department interviewed dozens of people, seeking the best candidate
3-78. Libraries can be a challenging yet lucrative market if you learn how to work the “system”
communication)
3-79. Either a supermarket or a discount art gallery is scheduled to open in the mall. (AACSB
3-80. I have told my supervisor that whoever shares my office with me cannot wear perfume, use
Level 3: Document Critique—Well-Written Solution
Date: May 8, 2015
To: Stereo City Managers
Thanks go to you and your staff for your hard work and cooperation during the reorganization of
your stores. We believe revenues will rise to new heights if we reemphasize equipment sales as
Your input is valuable not only to help headquarters improve service to you but also to help us
City improve service to our customers.
Thank you for your cooperation and support. You make Stereo City the man on the street’s
Enc.
(AACSB Tag: Written and oral communication)