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MODULE 11Informative and Positive Messages

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Module 11

Skills to• Further analyze business communication

situations

• Organize and write positive messages

• Write informative and positive messages

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Module 11 Outline

• How should I organize informative and

positive messages?

• What’s the best subject line for an

informative or positive message?

• When should I use reader benefits in

informative and positive messages?

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Module 11 Outline

• What kinds of informative and positive

messages am I likely to write?

• How can the PAIBOC formula help me write

informative and positive messages?

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Primary Purposes

• To give information, reassurance or good news

• To have the reader read, understand, and view information positively

• To de-emphasize negative elements

Informative and Positive Messages

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Informative and Positive Messages

Secondary Purpose

• Build a good image of the writer and the writer’s organization

• Cement a good relationship between the writer and reader

• To reduce or eliminate future correspondence on the same subject

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Organizing Informative and Positive messages

• Give any good news; summarize the main points

• Give details, clarification, and background

Informative and Positive Messages

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Informative and Positive Messages

• Present negative elements as positively as

possible

• Explain any reader benefits

• Use a goodwill ending

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Informative and Positive Messages

Give reader benefits when:•Presenting policies

•Shaping readers’ attitudes

•Stressing benefits presents readers’ motives

positively

•Some of the benefits may not be obvious to

readers

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Informative and Positive Messages

Organization of Confirmations• Be succinct and provide only the shared information

• Indicate that the message is a confirmation, not a new message–as we discussed on the phone yesterday, …

–as I told you yesterday, …

–attached is the meeting schedule we discussed earlier today…

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Subject Lines• Make subject lines specific• Subject: Interview Questions Toni James.

• Make subject lines concise• Subject: Let’s Hire Toni James.

• Make subject lines appropriate for the pattern of organization

Informative and Positive Messages

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Informative and Positive Messages

• Transmittals

• Confirmations

• Summaries

• Adjustments

• Thank-You Notes

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Organization of Transmittal Messages

• Tell the reader what you’re sending

• Summarize the main point(s)

• Indicate special circumstances or

information; e.g., is this a draft

• Tell the reader what will happen next

Informative and Positive Messages

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Organization of Summaries

For internal use, identify:

• Who was present?

• What was discussed?

• What was decided\Who does what

next?

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Organization of Summaries

To summarize a document:

•Who was present?

•What was discussed?

•What was decided\Who does what

next?

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Organization of Adjustments

When adjusting a price, discount, replacement

or other benefit;

•Do so in the first sentence

•Don’t discuss internal processes

•Don’t write anything that appears grudging

•Give the reason only if it shines a positive light on

• the company

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Organization of Thank-You & Congratulatory Notes

• Thank-you notes are short and prompt,

specific and sincere.

• Congratulation notes are short and prompt,

specific and sincere.

• Thank-you and congratulation notes require

language that isn’t condescending or

patronizing.

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PAIBOC Refresher

PP What are your purposes in writing? A Who is (are) your audience(s)? I What information must your message include?

B What reasons or reader benefits can you use to support your position?

O What objections can you expect your reader(s) to have?

C How will the context affect reader response?