Editing MessagesEditing Messages

ReadabilityReadability

Number of words per sentence / number of Number of words per sentence / number of sentencessentences

Number of long words / total wordsNumber of long words / total words Three or more syllablesThree or more syllables

Add two numbers Add two numbers Multiply by .4Multiply by .4 Gives you reading grade levelGives you reading grade level

Audience Reading LevelsAudience Reading Levels

General business messages – 8General business messages – 8 thth – 11 – 11thth grade grade Wall Street Journal – 10Wall Street Journal – 10thth – 11 – 11thth grade grade

MS Word CalculationsMS Word Calculations

Flesch Readability TestFlesch Readability TestThe Flesch Reading Ease Scale measures readability as The Flesch Reading Ease Scale measures readability as

follows:follows:

100 Very easy to read. Average sentence length is 12 100 Very easy to read. Average sentence length is 12 words or less. No words of more than two syllables.words or less. No words of more than two syllables.

65 Plain English. Average sentence length is 15 to 20 65 Plain English. Average sentence length is 15 to 20 words. Average word has two syllables. words. Average word has two syllables.

0 Extremely difficult to read. Average sentence length is 0 Extremely difficult to read. Average sentence length is 37 words. Average word has more than two syllables. 37 words. Average word has more than two syllables.

Flesch-Kincaid IndexFlesch-Kincaid Index

This index computes readability based on the average This index computes readability based on the average number of syllables per word and the average number number of syllables per word and the average number of words per sentence. The score in this case indicates of words per sentence. The score in this case indicates a grade-school level. For example, a score of 8.0 a grade-school level. For example, a score of 8.0 means that an eighth grader would understand the means that an eighth grader would understand the document. document.

Standard writing approximately equates to the seventh- Standard writing approximately equates to the seventh- to eighth-grade level. to eighth-grade level.

Positive or Neutral Positive or Neutral MessagesMessages

AOS 272AOS 272

PurposePurpose

Convey pleasant, favorable, or neutral Convey pleasant, favorable, or neutral informationinformation

Build goodwill and positive relationshipsBuild goodwill and positive relationships Request information that the reader can easily Request information that the reader can easily

provideprovide

Types of MessagesTypes of Messages

InquiriesInquiries Request approvalsRequest approvals Announcements of Announcements of

sales, new productssales, new products Announcements of Announcements of

positive information positive information about staff or companyabout staff or company

Requests for Requests for recommendationsrecommendations

Routine claimsRoutine claims

ApproachApproach

Use the “Direct Use the “Direct Plan”Plan”

Put good news firstPut good news first

Planning QuestionsPlanning Questions

What is the most favorable information?What is the most favorable information? How will this information benefit the reader?How will this information benefit the reader? What additional information will the reader What additional information will the reader

need?need? Would a sales appeal be appropriate for this Would a sales appeal be appropriate for this

message?message? What message can be used to build goodwill?What message can be used to build goodwill?

The Direct PlanThe Direct Plan

OpeningOpening Explanation or detailsExplanation or details Request for action and friendly closeRequest for action and friendly close

OpeningOpening

Give the positive informationGive the positive information Be optimisticBe optimistic Provide coherence (background)Provide coherence (background) Use emphasis techniques (short)Use emphasis techniques (short) Stress receiver interests and benefitsStress receiver interests and benefits Use courteous toneUse courteous tone Be specificBe specific

ExplanationExplanation

Additional informationAdditional information Objective and factualObjective and factual ConciseConcise PositivePositive Reader benefitsReader benefits

Friendly CloseFriendly Close

Build goodwillBuild goodwill PersonalizedPersonalized Concise and positiveConcise and positive Clear statement of action requested or deadlineClear statement of action requested or deadline Express appreciationExpress appreciation Contact informationContact information

SituationSituation

Tell your customer that Tell your customer that their credit has been their credit has been approved and approved and construction of their construction of their custom home will begin custom home will begin in two weeks.in two weeks.

Goodwill MessagesGoodwill Messages

PurposePurpose

Show concern and interestShow concern and interest

Strengthen relationshipsStrengthen relationships

Convey message of caringConvey message of caring

Types of Goodwill MessagesTypes of Goodwill Messages

CongratulationsCongratulations For accomplishments or achievementsFor accomplishments or achievements Sent to individuals or organizationsSent to individuals or organizations Personal and sincerePersonal and sincere Focuses of receiverFocuses of receiver Direct approachDirect approach

CondolenceCondolence

Sympathy for misfortuneSympathy for misfortune PlanPlan

Express sympathyExpress sympathy Use positive memories or referencesUse positive memories or references Offer assistance, if appropriateOffer assistance, if appropriate Close on a hopeful noteClose on a hopeful note

AppreciationAppreciation

Thanks for a long-time kindnessThanks for a long-time kindness Appreciation of a particular favoeAppreciation of a particular favoe Direct Plan:Direct Plan:

Express appreciationExpress appreciation Add details of why you appreciateAdd details of why you appreciate Close with different words of thanksClose with different words of thanks

InvitationInvitation

Direct approachDirect approach Who is invited? (Spouses, children, guest)Who is invited? (Spouses, children, guest) What is the occasion? (Appropriate dress, gifts)What is the occasion? (Appropriate dress, gifts) When is it? (Day, date, time)When is it? (Day, date, time) Where is it? (Address, directions, map)Where is it? (Address, directions, map) How will you know if they are coming? (RSVP)How will you know if they are coming? (RSVP)

Holiday GreetingsHoliday Greetings

Any festive seasonAny festive season Avoid religious messagesAvoid religious messages

WelcomeWelcome

New residentsNew residents New employeesNew employees New companiesNew companies New businessesNew businesses

Share information about products or servicesShare information about products or services

StyleStyle

Handwritten or printed?Handwritten or printed?

Card, letter, or e-mail?Card, letter, or e-mail?

Familiar or formal tone and language?Familiar or formal tone and language?

ReviewReview

1.1. Start with the main idea.Start with the main idea.

2.2. Provide necessary details and Provide necessary details and explanation.explanation.

3.3. End with a courteous closeEnd with a courteous close

Granting Claims and AdjustmentsGranting Claims and Adjustments(Your company at fault)(Your company at fault)

1.1. Acknowledge receipt of customer’s claim.Acknowledge receipt of customer’s claim.

2.2. Take responsibility for correcting the Take responsibility for correcting the problem.problem.

3.3. Sympathize with customer’s inconvenience Sympathize with customer’s inconvenience or frustration.or frustration.

4.4. Explain how you will resolve the situation.Explain how you will resolve the situation.

5.5. Take steps to repair the relationship.Take steps to repair the relationship.

6.6. Follow up to verify solution.Follow up to verify solution.

Customer’s FaultCustomer’s Fault

1.1. Consider the relationship – is it worth losing Consider the relationship – is it worth losing the customer?the customer?

2.2. Can you clearly explain logical reasons for Can you clearly explain logical reasons for the refusal?the refusal?

Third Party ErrorThird Party Error

1. What is your relationship to the third party?1. What is your relationship to the third party? 2. What is your company policy?2. What is your company policy? 3. Try to assist the customer, regardless of 3. Try to assist the customer, regardless of

fault.fault. 4. Avoid placing blame.4. Avoid placing blame.