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Chapter 6: Routine & Chapter 6: Routine & Goodwill MessagesGoodwill Messages

Rasooldad AMIRYJordan BROWNAlexandra DEAN

Anita HSIEHNicolas MARTIN

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What are Routine & Goodwill Messages?

A basic form of communication used in every day business

Examples include: claims, orders, adjustments and appreciations

Usually overlooked but are just as important as a business report

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Direct Writing Plan

Make purpose clear from the start

Save time and carry impact

Straightforward

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Direct Writing Plan

Three-Steps Writing Structure:

Opening: delivers the main message

Middle: explains details

Closing: ends pleasantly

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Requests How to ask for something you need

Request Memo: a message that asks the reader to perform a routine action

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Requests Put the main idea first

Give a reason for the request or state its benefit in the second paragraph

Introduce multiple requests or questions with a summary statement

Anticipate details

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Requests Strike a tone that is right for your reader

Keep minor points to a minimum

Use a layout that focuses attention on your request

Close in a courteous and efficient way

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Responses The answer to a request

Determine if you are the right person to handle the response

Reply as soon as you possibly can

Begin with good news or the most important piece of information

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Responses Design your response to be useful

Use the company’s ethical guidelines

Make your closing work for you

Always revise your work

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Goodwill Messages Enhances the value of a business beyond

its tangible assets

Creates a bond of friendship and establishes trust between the writer and recipient

Thanks, Sympathy or Condolences

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Goodwill Messages “It’s the thought that counts”

Puts you in a positive light Enhances your visibility Others more willing to help you in the

future

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Goodwill Messages Personal:

Specific detailsMeaningfulNot mechanical

Prompt: Send message while news and events are

still fresh in the reader’s memory

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Goodwill Messages Spontaneous, Short and Sincere:

Sound honest

Avoid clichéd expressionsex: “I hope...” or “I trust...”

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Informative Letters Announcement

A message that makes something known

Cover or Transmittal LettersAn informative letter that accompanies

materials sent from one person to another & why they are sent

Instructional Letters/MemoExplains a process, activity or operation

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Letter Format Letters Balance and Placement

Professional lookingCentred vertically and horizontally Unjustified right margins makes it easier to

read Letter Style and Layouts

Determined by the companyFull block, modified block and simplified

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Letter Format (cont’d) Letter Elements

Letterhead/Return AddressDatelineDelivery/Confidential NotationInside AddressAttention LineReference LineSalutation

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Letter ElementsSubject Line (optional)Message BodyComplementary CloseSignature BlockIdentification InitialsEnclosure NotationCopy NotationContinuation Page Heading

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Letter Formats (cont’d) Addressing Envelopes

Follow Canada Post guidelines

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Bibliography Bock, Wally (ZeroDraftBlog). Twitter. Twitter, Inc., n.d. Tweet. 19 November 2012.

<https://twitter.com/ZeroDraftBlog>

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"Business Letter." Wikipedia, The Free Encyclopedia. Wikimedia Foundation, Inc. 22 July 2004. Web. 19 November 2012.< http://en.wikipedia.org/wiki/Business_letter>

“Business Letter: Accentuating the Positives.” The Purdue OWL Family of Sites. The Writing Lab, The OWL at Purdue and Purdue University, 21 April 2010. Web. 19 November 2012. < http://owl.english.purdue.edu/owl/resource/654/1/>

“Business Writing with UpWrite Press.” UpWrite Press. UpWrite Press, 2002. Web. 19 November 2012. <https://www.facebook.com/UpWritePress>

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Bibliography Cont’d Case, Alex, et al. “Forum: Letter Writing.” English Language (ESL) Learning.

UsingEnglish.com, n.d. Web. 19 November 2012. <http://www.usingenglish.com/forum/letter-writing/>

Clark, Jonathan. Business Writing Solutions. Business Writing Solutions, n.d. Web. 19 November 2012. <http://www.businesswritingsolutions.com/>

Dana, Heather, Carol Hancock, and JoDee Phillips. "The Future of Business: Merit in Writing Across the Curriculum." American Journal of Business Education 4.10 (2011): 51-8. ABI/INFORM Complete; ABI/INFORM Trade & Industry. Web. 19 Nov. 2012.

Gaertner-Johnston, Lynn. Business Writing:How to Write. Syntax Training, 2005. Web. 19 November 2012. <http://www.businesswritingblog.com/business_writing/how_to_write_____/>

Segling, Jeffrey L. And Edward Coleman. The AMA Handbook of Business Letters. New York: AMACOM, 2007. Print.

UpWritePress. “The Key Forms of Business Writing: Basic Letter.” Youtube. Youtube, 6 March 2009. Web. 19 November 2012. <http://www.youtube.com/watch?v=I2txr6OY5dY>

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