Business Communication Chapter 7 Writing Routine And Positive Messages Message Strategies Routine Requests The New Online

7-31. Message Strategies: Routine Requests

The new online collaboration system seems poised to significantly improve work efficiency,

productivity, and quality. I’m sure it was a mammoth task for your department to create and

install this system, and we are all very grateful for your efforts.

Many of us have had an issue, however, with the new system’s on-screen readability. We have

7-32. Message Strategies: Requesting a Recommendation

Note: Students will do well to consider their approach and organize their thoughts prior to

writing this email. This is an opportunity to refresh Vander’s memory of performance, but

students may struggle with professionally stating accomplishments without sounding grandiose

or inflated. They should appeal to Vander’s need to understand how this will benefit her as well,

thereby motivating a speedy and successful response.

To: katina.vander@seele.com

From: ryan.tenney@seele.com

Subject: Recommendation for the role of lead analyst for the market research team

Dear Katina,

The role of lead analyst for the market research team, currently under consideration, is one I am

very keen on. I would be grateful if you could put in a word for me with the strategic planning

committee.

Sincerely,

7-33. Message Strategies: Making Routine Requests

Note: Short messages can be among the most difficult to write because every word—even every

character—must count. For this message, be sure to specify exactly what you would like the

audience to do, including what the new product is, where they can find it, and what sort of

information you hope to learn.

Have you seen Trickster’s new controller-cam in Booth 1064? Looks hot! Please listen for buzz

7-34. Message Strategies: Routine Responses

Student responses will vary, but the analysis should be presented in an email using the direct

7-35. Message Strategies: Granting Claims

Note: This is an opportunity for students to see that a little humor and goodwill can go a long

way toward retaining customers and even improving their perception of the company. Students

should resist the urge to negatively highlight the customer’s over-zealous behavior; no point

To: LouisHapsberg@gmail.com

From: Rufus.Thomas@Razer.com

Subject: Re: Request for replacement of Razer Anansi keyboard

Dear Mr. Hapsberg,

Thanks for writing to us about the damage to your Razer Anansi keyboard. We are passionate

7: Writing Routine and Positive Messages

7-14

7-36. Message Strategies: Writing Instructions

Note: Audio-only instructions present two major challenges. First, without the benefit of visuals,

you’ll need to take extra care to describe parts and procedures. (In many cases, a podcast would

be accompanied by some manner of graphical support.) Second, because listeners can’t skip

back and forth as easily as they can with printed instructions, every instruction needs to be clear,

and the instructions need to follow each other in logical order. The brief example here describes

the steps necessary to use a waffle iron.

When the iron is preheated, take a ladle and pour some of your batter onto the bottom surface, in

the center. Depending on your batter, the proper amount is between one-third and one-half cup.

To be safe, begin with the smaller amount and adjust upward if necessary for future waffles.

It is not necessary to spread the batter in the iron. Simply closing the unit will cause the batter to

spread and fill in the entire surface. Snap the clamp on the unit shut to activate the automatic

7-37. Message Strategies: Routine Announcements

7: Writing Routine and Positive Messages

7-15

grade 4.

United Way wants to help working families with unstable finances become financially

7-38. Message Strategies: Routine Announcements

Zenith Tutoring is now on Scoop.it! This popular platform for effective and ethical content

7-39. Message Strategies: Instructions

Student responses will vary, but sample is included below:

Slack is a digital workspace that powers your organization so you can get things done. A Slack

workspace involves a workspace owner, workspace admins, members, and guests. A workspace

owner creates a workspace, recruits admins to help manage and organize the team, and together

they invite and onboard members.

Communication in a workspace takes place through various channels. You’ll use them to hold

most of your conversations with other members. They can be organized around anything—

departments, projects, or even office locations—and you can create as many as you need.

7-40. Message Strategies: Writing Positive Messages; Collaboration: Team Projects

August 2, 2018

To Hiring Managers:

I am pleased to recommend Ms. Maxine Chenault (at her request) for a position in any

professional field that requires dependability, proficiency in meeting deadlines, and attention to

detail. Max worked for me as an intern at Orbitz during the summer of 2016 and provided a great

deal of valuable assistance in a number of areas.

While Max was certainly a quick study, she was always willing to asking intelligent questions

about our business. Other interns and many new employees tend to avoid asking questions

because they don’t want to admit there’s something they don’t know. Max, however, didn’t

hesitate to inquire about complex procedures, best practices, and other important matters.

Another important element of Max’s character is her willingness to respond well to suggestions

for improvement. Soon after she joined me at Orbitz, I expressed concern that she was spending

too much time on the phone discussing non-business matters. That single conversation was all it

took to eliminate the problem completely. This was the only instance in which I found it

necessary to ask for improvement, and she responded promptly and professionally.

Best regards,

(LO 7.1; AACSB Tag: Written and oral communication)

7-41. Message Strategies: Good News Messages

Note: This message should focus not only on what is being offered, but also on how they will

benefit the reader. Students should include information that makes these services appropriate for

the reader’s personal needs. Specific details of the services offered will enable readers to clearly

understand the what, how, and when of the offering.

7: Writing Routine and Positive Messages

7-17

[post title] A Hot Stix Center to Open Soon at Indian Wells Golf Resort

Every golfer has a unique swing. Accordingly, golf clubs need to match the individual

specifications of the golfer, which is done through the process of club fitting. Club fitters use

advanced technology, such as Doppler radar and motion-capture video, to accurately evaluate

golfers’ swing and ball flight characteristics, and then they use that information to match players

with the perfect set of clubs. Club fitting helps golfers of all skill-levels play with more

consistency and confidence—and that means better scores!

The Indian Wells Hot Stix center will provide three fitting programs—Performance Fitting, Tour

Fitting, and Platinum Game Fitting.

• Performance Fitting will provide you with club heads and shafts custom-built by a

select group of leading manufacturers.

7-42. Message Strategies: Good-News Messages

Urbanears are Webby winners again! This year, we won the Webby for best Consumer

Electronics website and the mobile site for best Visual Design. We are happy and excited that so

7-43. Message Strategies: Goodwill Messages

It’s that time of year again! Spring Surge 2019 is complete and was another shining success. Our

sales staff outdid themselves in our annual competition, and thanks to their efforts, we booked a

7-44. Message Strategies: Goodwill Messages

November 17, 2019

Dear Leo,

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

IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE

Level 1: Self-Assessment—Periods, Question Marks, and Exclamation Points

7-45. Dr. Eleanor H. Hutton has requested information on TaskMasters, Inc. (AACSB Tag:

Written and oral communication)

7-46. That qualifies us as a rapidly growing new company, don’t you think? (AACSB Tag:

7-48. In the past three years, we have experienced phenomenal growth of 800 percent. Or: !

(AACSB Tag: Written and oral communication)

7: Writing Routine and Positive Messages

7-19

7-50. Jack asked, “Why does he want to know? Maybe he plans to become a competitor.” Or: !

7-52. I can’t believe we could have missed such a promising opportunity! (AACSB Tag: Written

and oral communication)

7-55. Will you please send us a check today so that we can settle your account? (AACSB Tag:

7-58. Will you be able to make the presentation at the conference, or should we find someone

else? (AACSB Tag: Written and oral communication)

Level 2: Workplace Applications

7-60. Since the convention center is attached to both the train station and the Marriott Hotel, one

7-61. According to federal statistics, 61 percent of the nation’s employers have fewer than five

workers. (AACSB Tag: Written and oral communication)

7-63. After poring over trade journals, quizzing industry experts, and talking to other snack

7-64. The couple has done relatively little advertising; instead, they give away samples in person

7-65. CME Information Services started by videotaping doctors’ conventions and selling the

7-66. For many companies, the two biggest challenges to using intranets are getting people to

use them and keeping content fresh. (AACSB Tag: Written and oral communication)

7-68. Most Children’s Orchard franchisees are women between the ages of 30 and 50 who are

7-69. Having joined the company in 1993, she had watched it grow from a single small office to

an entire floor of a skyscraper. (AACSB Tag: Written and oral communication)

7-71. The website includes information on subjects as mundane as filling out a Federal Express

7-72. Jack Hartnett, president of D. L. Rogers Corporation, asks, “Some management theories

are good, but how many people actually implement them the right way?” (AACSB Tag:

Level 3: Document Critique

Here is a revision of the original email message: