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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,
Copyright © 2019 Pearson Education, Inc.
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
Copyright © 2019 Pearson Education, Inc.
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
Copyright © 2019 Pearson Education, Inc.
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:
Copyright © 2019 Pearson Education, Inc.
