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Writing Routine and Positive Messages, MUHAMMAD MIRZA NAJMI BIN MOHD NAJIB…
Writing Routine and Positive Messages
Direct or Indirect Approaches
Direct
Message Opening
Request
Good news
Main idea
Message Body
Necessary details
Audience Reaction
Interested
Pleased
Eager
Neutral
Message Close
Cordial comment
Request action
Indirect
Message Opening
Buffer statement
Statement or question
Lead up to reasons
Message Body
Provide reasons, state bad news
Arouse interest
Build desire to act
Audience Reaction
Displeased
Uninterested
Unwilling
Message Close
Close cordially
Request action
Strategy for Routine Requests
Explain the Request
Relevant
One topic
Importatnt
Close the Request
Contact
Appreciation
Action
State the Request
Audience
Specifics
Tone
Common Examples of Routine Requests
Recommendations
Ask for a recommendation
Support the request
Express your appreciation
Claims or Adjustments
State the problem
Provide an explanation
Request specific action
Information or Action
Support the request
Introduce reader benefits
State the request
Common Examples of Routine and Positive Messages
Action or Information
Gracious
Prompt
Thorough
Claims or Adjustments
Company policy
Assessment of fault
Company at Fault
Acknowledge claim/complaint
Sympathize with the customer
Take responsibility for the outcome
Explain your plan of action
Work to repair the relationship
Follow up on your response
Customer at Fault
Refuse the claim
Adjustment cost
Business cost
Grant the claim
Deter mistakes
Keep customers
Third Party at Fault
Offer solutions
No blame game
Assess situation
Recommendations
Candidate's name
Your relationship
Comparative data
Position or objective
Facts and evidence
Overall evaluation
Routine Information
Policy statements
Order status notifications
Project updates
Procedural changes
Announcing good news
Hiring new executives
Products or services
Opening new facilities
Community events
Effective News Releases
Select relevant, newsworthy items
Focus on one subject
Put the most important idea first
Use short sentences and paragraphs
Minimize verbal clutter
Be as specific as possible
Minimize self-congratulations
Follow established industry standards
Fostering Goodwill
Showing appreciations
Offering condolences
Sending congratulations
Strategy for Routine and Positive Messages
Details and Explanation
Tone
Context
Courteous Close
Benefits
Godwill
The Main Idea
Clear
Concise
MUHAMMAD MIRZA NAJMI BIN MOHD NAJIB
(IB0102269)