Chapter 7
Communicating routine messages and building goodwill
How do you compose messages
communicating routine business messages
clear, complete and respectful
design between direct or indirect message
provide reasons for the request
adopt the receiver's perspective and include audience benefits
conclude with gratitude and call for action
how do you compose informational message?
rely to questions with a direct answer
begin with direct response and provide explanatory details
with multiple questions, follow the original message
end with a friendly closing
respond to customer requests by creating goodwill
begin with a positive response
follow up with any necessary information
end with a friendly dosing and express appreciation
highlight key points
CC (courtesy copy)
BCC (blind courtesy copy): copy without announce recipient
organize routine announcements
format instructions
use your own templates: save time and reduce errors
What kind of messages build goodwill in business relationship?
Thank you message
congratulatory messages
sympathy messages
"for-your-information" messages (FYI)
How can you use social media to build goodwill in business?
provide quick responses to questions and concerns
Build "real time goodwill" by creating with social media
direct structure