10: Writing Routine and Positive Messages 10–18
10.32. Message Strategies: Routine Requests
Note: The IT department exists to meet the needs of technology users throughout the company, so the
writer can confidently ask for changes that will help everyone work more efficiently and comfortably.
Notice how the version suggested here uses what might be called a hybrid direct-indirect approach. It
doesn’t build up to a request the way a purely indirect approach would, but neither does it start
[subject line] Request to discuss usability improvements on the new collaboration platform
Hi Venessa:
Congratulations on rolling out the new collaboration platform. My team is already taking advantage of it
to work together on important projects.
When I visited your department last week, I noticed that all the programmers work on multiple, large
displays. Perhaps they weren’t aware of the hardware limitations my people work under?
Could we arrange a discussion with some of your people to get input from my team on how we can make
a good system even better?
10: Writing Routine and Positive Messages 10–31
• Tour Fitting will provide you with clubs made to your specifications by Hot Stix, after
evaluating your existing equipment.
All fitting programs will be done using Hot Stix software and expert fitters. Moreover, each player will
have the opportunity to demo a broad range of club and shaft options. Contact Jared McKinsey at 1-800-
10.49. Message Strategies: Good-News Messages
Note: Use the direct approach to share the good news immediately, but try to do so in a way that (a)
doesn’t sound boastful for yourself or your department and (b) lets the entire company share in the glory.
And the Webby Goes to . . . Band-Aid Magic Vision
The Webby Awards, the online equivalent of the Emmy, Grammy, Oscar, and Tony awards, recognize the
best efforts in web and interactive design. I am thrilled to share the news that our Band-Aid Magic Vision
app has just been awarded the Webby for Interactive Advertising and Media in the Augmented Reality
division. The Academy of Digital Arts and Sciences voters recognized the same qualities that I see every
10.50. Message Strategies: Goodwill Messages
Note: Begin with a message of appreciation, much deserved by the community. While the citizens of
Loganville unselfishly offered their assistance, publicly thanking them will go a long way to ensuring a
continuing relationship of goodwill. By offering a sincere and thoughtful message of appreciation, Ace
Construction has the opportunity to solidify a prominent position in the community.
Thank you, fellow citizens of Loganville, for saving Ace Construction during the storm last weekend,
which pushed the Logan River past flood level. Many of you came forward to build the emergency levee
that protected our facilities from the rising water levels. Your action prevented a major calamity. I
especially thank city officials for their prompt help in providing additional staff and heavy equipment.
