learning objective chapter 9 developing neutral and positive messages developing neutral and...

Learning ObjectiveChapter 9 Developing Neutral and Positive Messages

Developing Neutral and Positive Messages

Copyright © 2001 South-Western College Publishing Co.

Objectives

O U T L I N E

Getting Organized

Writing Business Memos

Developing a Framework for Neutral and Positive Messages

Writing Business Letters

Communicating by E-mail9C H A P T E R


1. Explain how to use the Message Development Framework to write both positive and neutral messages.

2. Organize your thinking and the content of the documents you are about to write.

3. Draft an effective business memorandum or e-mail.

4. Write a professional business letter that meets your needs, as well as the needs of your reader.

5. Describe the risks, rewards, and responsibilities of using e-mail as a business communication tool.

Learning Objectives


DEVELOPING A FRAMEWORK FOR NEUTRAL AND POSITIVE MESSAGESDEVELOPING A FRAMEWORK FOR NEUTRAL AND POSITIVE MESSAGES

Explain how to use the Message Development Framework to write both positive and neutral messages.

Getting Organized


• Customers change, customer needs change, technological change, cultural change


Dynamic Forces


Communicating by E-mail

Challenges• Make sure that you and your reader both understand the words and ideas you’re using to

communicate

• The audience’s reading ability? Communication expectations?

Ambiguities


Organize your thinking and the content of the documents you are about to write.

Getting Organized





GETTING ORGANIZEDGETTING ORGANIZED

Establish Your Communication Goals

• What is the expected outcome or result?

• Establish goals based on the expected outcome.

Begin Generating Ideas• Is this a problem to be solved?

• Searching for information or providing it?

• Talk to people for writing.


Getting Organized




Focus on the Main Idea• Letters, memos, and reports should include just one central idea at a time

• Don’t try to do too much in one paragraph or one letter

• Keep the main point up front

Keep It Brief• Don’t say more than is required

• Business letters: two or three paragraphs

• Keep it inviting, readable, and useful




Getting Organized




Organize Your Message• Present good news, then summarize key points

• Provide details, background, and essential information. Explain how to take action

• Present negative aspects in a positive manner

• Conclude the message sincerely, positively, with an upbeat, professional tone.




Draft an effective business memorandum or e-mail.

Getting Organized




Why We Write Memos• Stimulate action

• Use a learning device

WRITING BUSINESS MEMOSWRITING BUSINESS MEMOSAdvantages of using a memo:

• To communicate with many people at one time

• To convey detailed, complex information

• To provide a written record



Getting Organized



• Write to Inform: write to communicate, not to sell yourself.

• Brevity Can Be Overdone: don’t submit a pile of unexplained data.

• Know Your Reader: put yourself in the reader’s place.

• Anticipate Questions: “What does this information mean to me?”

• Talk on Paper: speaker to the reader directly, using conversational tones.




Keep Your Reader in Mind


Getting Organized



• Determine What Outcome You Want in Advance: what results do you envision from this memo?

• Highlight Key Issues: readers need to recognize the most important issues and factors in the memo

• Gather All the Relevant Information Your Readers Will Need : examine files, reports, and records that are directly relevant

• Determine What Evidence to Include: not all evidence is equally useful

Prepare Carefully Before You Write





Getting Organized



• Organize the Ideas in Your Memo: make sure your ideas are logical, coherent, and easy to follow

• Prepare an Outline: don’t worry about format, just get the ideas and issues on paper

• Look a successful memos

• Include a clear statement of purpose

• Assemble background information and data

• Write in the “inverted pyramid” style: main idea, less important issues, conclusion

• Use logic where possible





Getting Organized



• Select a Format: basic elements in common

• the date

• separate lines indicating who the memo is addressed to

• who its from

• a subject line indicating what the memo is about

• Write Your First Paragraph: to answer very fundamental questions such as

• “What’s the problem?”

• “What am I being asked to do?”

• “What’s the impact of this decision?”

Writing the Memo





Getting Organized



• Lay Out Your Argument: discuss the meaning of your evidence

• Make Your Recommendation: explain exactly what you recommend, what action you want to see take place

• Your discussion should include:

• How it will be accomplished

• An outline of alternatives

• A brief discussion of the realities, risks, and likely outcomes





Getting Organized



Well-organized Clear

Precise Complete

Informative Concise

Correct Readable

Characteristics of a Well Written Memo

What a Memo Can and Cannot DoA memo can be used to . . .

Announce Clarify

Document Details Remind People

Provide Instructions Recommend an Action

Make a Request Propose New Ideas

Confirm Details





Getting Organized



A memo cannot be used to take the place of . . .

• a personal note or letter

• a business letter

• a telephone call

• a personal visit

The Communication Strategy MemoComplex letters to customers, memos to employees, or reports to an outside agency may be prepared for someone else’s review and signature.

• To provide readers with brief but important details

• To explain the issue, options, possible actions





Write a professional business letter that meets your needs, as well as the needs of your reader.

Getting Organized




WRITING BUSINESS LETTERSWRITING BUSINESS LETTERS

• Full Block Format: single-spaced paragraphs, double-spaced between paragraphs, begin each line at left margin

• The Modified Block Format: similar to Full Block, except date and signature are typewritten to the right of center

• The Semiblock Format: for personal letters

• The AMS Simplified Format: like a memo, no salutation, “open punctuation style”. Begins with subject in all capital letters.

Format Your Letters



Getting Organized



• Heading: tells where the letter comes from and when written

• Dateline: upper right corner

• Inside Address: recipient’s address, flush against left margin

• Salutation: the greeting, two lines below the address, at left margin

• Body: two lines below salutation

• Complimentary Close: two lines below last line

The Essential Parts of a Letter





Getting Organized



• Attachments: or “Enclosure” two spaces below the signature

• Copies: note just below enclosure notation

• Envelopes: center the address

Writing Letters That Ask a Question

• Pose the question directly

Writing Letters That Answer a Question

• Provide a direct unambiguous answer

Writing Letters That Explain Something

• Nothing is self-explanatory





Getting Organized



Writing Goodwill Letters• An expression of human kindness

• Letters of Appreciation: be warm, specific, brief

• Letters of Congratulations

• Letters of Sympathy: may be easier in writing

When You Should Write and When You Shouldn’t• The Cost of a Business Letter

• The Advantages of Other Media

• Reaching Many People at Once

• An Advantage Can Become a DisadvantageWriting Business Letters




Describe the risks, rewards, and responsibilities of using e-mail as a business communication tool.

Getting Organized




You Don’t Own Your E-Mail Messages

• The law favors the system owner.

COMMUNICATING BY E-MAILCOMMUNICATING BY E-MAIL

E-Mail Isn’t Really Private, Anyway

• Employers monitor e-mail. Courts subpoena.

You Have More Than One Choice

• Telephone?

Think About E-Mail As a Substitute for Paper

• Send text attachments with e-mail messages



Getting Organized




E-Mail is a Hybrid Medium

• A cross between speaking and writing.

Never Substitute E-Mail for a Face-to-Face Meeting

• E-mail is a poor substitute for personal contact

Never Pass Along Rumor• Do not pass along mindless criticism, emotional venting, nasty innuendo, raunchy jokes, racist

or sexist remarks, and chain letters



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