Chapter 7 - Writing Situational Messages1

Situational Writing That Combines Formulas

Main principles of situational writing using formulas: Identify your goals and prioritize them Empathize with your reader Try to maintain the integrity of the formulas; there

are reasons for the order of the steps Employ effective writing rules and techniques

Make it readable Use the you tone Include smooth transitions

Chapter 7 - Writing Situational Messages2

Situational Writing That Combines Formulas

The Positive/Negative Combination Difficult to prepare Principles from both formulas need to be applied Consider these questions when deciding where

to place positive information: Is information so positive that if placed first it will make

the transition to negative information awkward? Is positive information only moderately positive? If positive information is not placed first, will message

be read? Is negative information only slightly negative?

+ / -

Chapter 7 - Writing Situational Messages3

Situational Writing That Combines Formulas

The Positive/Persuasive Combination Direct organization of positive message and indirect

organization of persuasive message conflict Clash can be resolved by using positive information

as an attention-getting opening The Persuasive/Negative Combination

Share the indirect approach but follow different formulas

Place negative in the middle after its explanation End with request for action after preparing reader

Chapter 7 - Writing Situational Messages4

Situational Writing That Combines Formulas

The Positive/Persuasive/Negative Combination Combining three formulas makes it more difficult to

incorporate individual steps and principles Positive information appears first Negative information follows the explanation Required persuasive steps are woven into the message Action step

Situational formulas can be designed depending on relative strengths of positive, negative, and persuasive information

Chapter 7 - Writing Situational Messages5

Nonformula Situational Writing

Goodwill Messages Unique category of positive message

Author makes an extra effort to get an affirmative reaction from reader to benefit the author

Increased business Strengthened loyalty

Follows same direct organization as other positive information messages by presenting positive information first

Chapter 7 - Writing Situational Messages6

Nonformula Situational Writing

The Reference Letter Usually unbiased and directed To

Whom It May Concern Directly state the purpose of the letter Explain conditions and time frame of

acquaintanceship Describe applicant’s attributes of both general and

specific value to the position End with willingness to expand on comments or

answer questions

Chapter 7 - Writing Situational Messages7

Nonformula Situational Writing

Collection Letters Usually consist of a series of messages (3–5)

First message is a gentle, direct message; sometimes takes the form of a card

Second message may be slightly positive and relatively direct

Progresses to an indirect message, stressing positive reasons for making a payment

Final letter is the most firm, with a strong direct message

Chapter 7 - Writing Situational Messages8

Nonformula Situational Writing

Negative-Only Messages Disregards the goal of maintaining goodwill Conveys the extreme urgency and severity of

the situation Differs from a direct negative message in

its lack of concern for receiver’s feelings Most businesses resist writing negative-

only messages unless absolutely necessary

Chapter 7 - Writing Situational Messages9

Nonformula Situational Writing

Complaint Letters Begin with details, not angry criticisms

What you purchased; model and serial numbers When and where purchase was made

Explain the problem Verify your purchase with copies of sales

receipts, checks and guarantees State specifically what you want

Reimbursement Replacement

Chapter 7 - Writing Situational Messages10

Nonformula Situational Writing

Response to the Complaint Letter Ask these questions:

Can you do what writer is requesting? Do you need more information? Should you turn down the request? Are there both positive and negative messages to relay? Is a nonformula situational letter needed? What images of your company are you projecting? Is an apology or indication of sympathy appropriate? Is the message tailored for the individual?

Chapter 7 - Writing Situational Messages11

Nonformula Situational Writing

Disciplinary Reprimands Avoid indirect negative formula and use a

more direct approach Begin with a direct statement of action

you are taking and why Support the situation with specific facts Explain the consequences if your instructions are

not followed

Chapter 7 - Writing Situational Messages12

Nonformula Situational Writing

Overt Request for Action Use the persuasive formula

Decide where on the spectrum of hard to soft sell the message should fall

Begin with the appropriate step that leads to action

Direct, overt request for action disregards persuasive formula

Opens with request for action Appropriate when requested action embodies the

attention through conviction steps

Chapter 7 - Writing Situational Messages13

Writing Memoranda

Start with a statement of the purpose Special visual treatment

Keep paragraphs short Consider using bullets for listed items

Make sure message is dated Include humor

Can reflect positively on the author Be sure not to embarrass others or use

humor too frequently