978-0133896787 Chapter 7 Part 1

7: Writing Routine and Positive Messages

7-1

CHAPTER 7: WRITING ROUTINE AND POSITIVE MESSAGES

CHAPTER SUMMARY

Chapter 7 focuses on writing effective routine messages by applying the three-step writing

process that was introduced in Chapters 3, 4, and 5. For a typical business employee, most

communication is about routine matters: direct requests, routine replies, positive messages, and

so forth. The direct approach is usually appropriate for these routine and positive messages.

Although most routine messages share common attributes, some differences exist, depending on

purpose. This chapter provides illustrations and suggestions for writing effective messages,

whether they are requests, replies, or goodwill messages.

CHAPTER OUTLINE

Strategy for Routine Requests

Stating Your Request Up Front

Explaining and Justifying Your Request

Requesting Specific Action in a Courteous Close

Common Examples of Routine Requests

Asking for Information and Action

Asking for Recommendations

Making Claims and Requesting Adjustments

Strategy for Routine Replies and Positive Messages

Starting with the Main Idea

Providing Necessary Details and Explanation

Ending with a Courteous Close

Common Examples of Routine Replies and Positive Messages

Answering Requests for Information or Action

Granting Claims and Requests for Adjustment

Providing Recommendations and References

Sharing Routine Information

Announcing Good News

Fostering Goodwill

Sending Congratulations

Sending Messages of Appreciation

Offering Condolences

Chapter Review and Activities

7: Writing Routine and Positive Messages

7-2

TEACHING NOTES

Strategy for Routine Requests

Making requests is a routine part of business and in most cases your audience will be prepared to

comply. Organize routine messages by including an opening, a body, and a close.

 Begin by stating the request up front (first paragraph).

 Pay attention to tone so that the request is not too abrupt or tactless.

 Mention any benefits to the reader of complying with request.

 Include any relevant deadlines.

 Provide contact information so that you may be reached.

 End with an expression of appreciation or goodwill.

Common Examples of Routine Requests

 Asking for information or action

 Asking for recommendations

 Making claims and requesting adjustments

 What you want to know or what you want readers to know

When asking for recommendations:

recommendation.

 Close by expressing appreciation and including the name and contact information for the

person who will receive the recommendation.

When making claims (a formal complaint) and requesting adjustments (the settlement of a

claim):

 Explain the problem and give details.

7: Writing Routine and Positive Messages

7-3

Strategy for Routine Replies and Positive Messages

 To communicate the information or good news

 To answer all questions

 Start with the main idea.

 Answering requests for information and action

 Granting claims and requests for adjustments

When answering requests for information or action:

When granting claims and requests for an adjustment, a writer should assume the information

Specific response will vary based on company policy and whether the company, customer, or a

 Acknowledge receipt of the customer’s claim or complaint.

 Sympathize with the customer’s inconvenience or frustration.

Maintain a professional demeanor by avoiding the following:

 Don’t blame anyone in your organization by name.

 Don’t make exaggerated apologies that sound insincere.

7: Writing Routine and Positive Messages

7-4

 Don’t promise more than you can deliver.

 The candidate’s full name

 The position or other objective the candidate is seeking

Companies can send effective informative messages by:

 Using the opening to state the purpose and briefly mention the nature of the information

you’re providing

To write a successful news release, follow the customary pattern for a positive message: good

news followed by details and a positive close. However, you’re not writing directly to the

Business employees can enhance their relationships with customers, colleagues, and other

Send congratulations for promotions or attaining a new civic position. Immediately refer to the

Send messages of appreciation to document someone’s contributions (a sincere thank-you

offer “life advice” or trite sayings.

7: Writing Routine and Positive Messages

7-5

OVERCOMING DIFFICULTIES STUDENTS OFTEN FACE

linear.

Some class members will oppose following a pattern for organization. Remind students that the

pattern provides a starting point. The writer still has ample opportunity for including a

personalized tone, the specifics of a specific situation, and so forth. Also emphasize that

pattern.

Although studying good examples will help many students, studying bad examples can also be

an effective teaching tool. If only good examples are reviewed, students may not be able to

appreciate just what constitutes an ineffective message. For any example discussed in class, be

Students often have a difficult time getting to the main point in the first paragraph. Although

most will identify the topic in the first paragraph, they may not get to the actual main idea until

message.

Because of limited business experience, students will often use abstract words and phrases

particular situation.

Claim letters and requests for adjustment also pose challenges for students. Explain that these

requests should be treated as routine business activities and thus should use the direct

organizational pattern. Stress the need to open with a courteous, specific request for what they

Share with the class some personal examples of what happens when former students contact you

7: Writing Routine and Positive Messages

7-6

SUGGESTED CLASSROOM EXERCISES

1. Analyzing messages. Provide students with examples of routine, positive, and goodwill

2. Preparing letter openings. Getting to the point is sometimes a challenge for writers. Assign

write on their own for a few minutes and then discuss their answers. Project suggested

rewrites for student comparison.

3. Preparing letter closings. Assign an exercise in which students write just the last paragraph

Project suggested rewrites during class discussion. Remind students to avoid out-of-date

phrases.

4. Preparing routine, good-news, and goodwill messages. As class exercises, assign case

scenarios in which students plan, write, and complete a routine request, a routine response, a

profile, identify an organizational pattern, and identify information to be included. While

students are working, move around the room and provide constructive comments about

5. Providing constructive feedback to classmates. Lead a class discussion in which you generate

a list of evaluation points that can be used to give a writer feedback about a routine, good–

news, or goodwill message. (This list will be very similar to the evaluation points you are

using when grading student writing.) Ask students to exchange printed documents of

messages they have written. Each student then critiques the message for all the evaluation

points on the list, uses proofreading marks as appropriate, and provides feedback to the

7: Writing Routine and Positive Messages

7-7

TEST YOUR KNOWLEDGE

7-1. When asking a series of questions in a request, the writer should (1) ask the most important

7-2. Because your readers will be interested or neutral, you can use the direct approach for most

7-3. If your routine message is mixed and must convey mildly disappointing information, put

AACSB Tag: Written and oral communication)

7-4. When writing a goodwill message, you sound more sincere if you avoid exaggeration and

7-5. When writing a condolence message, keep it short, simple, and sincere. (LO 7.4; AACSB

APPLY YOUR KNOWLEDGE

7-6. Before risking your own job status by making a public or even a private fuss over this

problem, review the messages you’ve been sending Jackson. Do they begin with a direct

questions?) If you’ve followed these guidelines, then you’ll want to take another look at

the body of your requests. Could you make the information clearer by numbering points, or

should be your last resort. First, be sure that you’ve done all you can to make it easy for

him to comply with your requests. (LO 7.2; AACSB Tag: Written and oral

communication)

7-7. It’s usually best to avoid an outright apology. Yet, you should not avoid taking responsibility

(LO 7.4; AACSB Tag: Written and oral communication)

7-8. Since your opinion is that the employee did an admirable job, you should write the letter

but ask the individual to provide you with a synopsis of the projects he or she completed

7: Writing Routine and Positive Messages

7-8

PRACTICE YOUR SKILLS

Exercises for Perfecting Your Writing

7-9. Thank you for ordering a High Country backpack. To ensure the accuracy of your order,

(LO 7.3; AACSB Tag: Written and oral communication)

7-10. We are sorry for the inconvenience you experienced with your lost luggage. Please email

(LO 7.3; AACSB Tag: Written and oral communication)

7-11. We’ve had the opportunity to review your résumé and would like to invite you to interview

request) (LO 7.3; AACSB Tag: Written and oral communication)

7-12. Please attend our special, by-invitation-only 40% off sale on November 9. (LO 7.3;

7-13. You’ll receive a tote bag and a free MP3 player with every $100 donation to our radio

7-14. The director plans to attend the meeting on Monday at 10:50 a.m. (LO 7.3; AACSB Tag:

7-15. Paul Eccelson reviewed newer types of order forms at today’s meeting. If you have

7-16. Since a face-to-face meeting would be practical in this case, that would be the best medium

7-17. An email would be an efficient and effective medium to use, as long as your tone and

7-18. This message is likely to elicit a negative response. Even with the explanation that the

7-19. It would be best to use the indirect approach. A buffer followed by a brief explanation of

7: Writing Routine and Positive Messages

7-9

7-20. Please call to schedule an appointment by May 15. This will allow sufficient time to order

Tag: Written and oral communication)

7-21. Please send your catalog by December 1 so that I can plan my Christmas purchases. I look

communication)

7-22. To schedule an appointment with one of our knowledgeable local mortgage specialists,

oral communication)

Activities

7-23. The tone and wording of the message are unprofessional and negative (e.g., “I’m fed up,”

“I don’t have time”) and the focus is misplaced. Instead of dealing primarily with the

improved version is below:

As the owner of a small construction company, I need an accounting firm that is

(LO 7.2; AACSB Tag: Written and oral communication)

7-24. The message is wordy and poorly organized, and the tone is condescending. Since the

customer is likely to be unhappy already because of the ongoing service problems, it would

improved version is below:

Thank you for your recent email request for technical support related to your cable

some additional information.

We look forward to hearing from you soon.

(LO 7.2; AACSB Tag: Written and oral communication)

7-25. This letter has many weaknesses, including the following:

This letter of recommendation takes too long to get to the point. It provides very little

useful information and lacks objectivity. The message begins with a lengthy and

The name of the job candidate isn’t even mentioned until the end of the paragraph.

7: Writing Routine and Positive Messages

7-10

The tone is offensive and egotistical, implying that the reader should have written to the

human resources director in the first place, not to the president of the company.

Nothing is said about the reader’s right to receive the information. The letter reveals

The tone of the rewritten letter should be professional and not chatty. The rewritten letter

should end on a positive, helpful note. (Offering an alternative is a good idea.)

Here is an improved version of this letter:

April 18, 2013

Ms. Jennifer Hales

E & M Computer Systems, Inc.

1010 Clear Street

Ottawa, Ontario K1A 0B1 Canada

Dear Ms. Hales:

2011.

dated.

If you have additional questions about this procedure, please contact me at the numbers

above or via email: atnikko@eandm.ca.

Sincerely,

Abe Nikko

Director, Human Resources

PR:rc

7-26. The tone of the letter is too informal, and the organization is poor. Since the letter is a

positive message, the main idea should appear at the beginning. The writer also blames

employees by name in explaining what caused the delay.