Session 20-Routine Messages

8/4/2019 Session 20-Routine Messages

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POSITIVE, NEUTRAL AND SOCIAL

MESSAGES, LETTER, MEMO

CORRESPONDENCE

APPLICATIONS


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POSITIVE AND NEUTRAL MESSAGES

Convey information that is pleasant, favorable,or neutral to the receiver-Routine Messages

Use the direct plan because the receiver will

accept the message easilyClaims-Request for action when something

goes wrong

Adjustments-Positive Responses to claims Social Messages-Unsolicited/unrequested

acknowledgements


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UNSOLICITED POSITIVE MESSAGES

Announcement of new products /services

Relocation to a new building

Reduction in pricesNotification of change in schedule


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ROUTINE REPLIES

AND POSITIVE MESSAGES

Overall Goals

Communicate

Information

Answer All

Questions

Provide

Needed Details

Make a Good

Impression

Positive Responses Goodwill Messages


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Planning Writing Completing

Analyze Situation

Gather Information

Select Medium

Get Organized

Revise

Produce

Proofread

Distribute

Analyze

the Audience

Compose

the Message

THREE-STEP WRITING PROCESS


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ROUTINE-MESSAGE STRATEGY

The Message

Receptive Audience

Main IdeaRelevant

Details

Cordial

Close


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COMMON ROUTINE REPLIES

AND POSITIVE MESSAGES

Action and Information Claims and Adjustments

Recommendations Informative Messages

Announcements Goodwill Messages


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INFORMATIVE MESSAGES

Notices Policies


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TECHNOLOGY

New technology being used

Benefits

Standards being adopted

Benefits

Standards specifically being ignored

Drawbacks and benefits

DYA: Define your acronyms!

GOODWILL MESSAGES

Congratulations

Appreciation

Condolences


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ROUTINE MESSAGES

Use a direct organizational pattern

Intro state purpose of message

Body expand with details Close contact info and complimentary

closing


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1.STATE THE MAIN IDEA OF THE MESSAGE.

The routine message begins immediatelywith the main idea. This is what the readerwants to know and what the writer wants thereader to know. No purpose is served bydelaying the main message.


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2. GIVE ALL THE DETAILS NECESSARY TO

SUPPORT THE MAIN MESSAGE.

The middle section of the routine messagemay be short or long, depending on thenature of the information being presented. To

make sure the message is both clear andcomplete, check it for the following points:

Does it leave out any essential information?

Does it include more information thannecessary?


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3. END PLEASANTLY, LOOKING TO THE FUTURE.

The routine message should make a slightupswing at the end, generally looking towardthe future. Something like the following is

not uncommon:

Let us know if we can be of further help.

We look forward to seeing you at our open

house next month.


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Open with the positive or neutral information

Present the explanation concisely andobjectively

Consider using a sales appeal-Persuade foraction

To obtain additional business

End with a friendly close


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LINC PHILIPS CASE

Customers visited the showroom and thewinner of the lucky draw is chosen.

Paula Enroe, store manager has the role ofnotifying Linc that he has won and providedetails about how he can claim his prize.


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Congratulations, Mr.Linc You have won anarea rug .

To claim your home show prize, bring theenclosed certificate.


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If you dont like the rug you won, you can

select

more expensive one and pay the difference.

Come soon, Mr. Linc .Were open from 10am to 9 pm weekdays and from noon to 6pm weekends.


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REQUEST FOR INFORMATION OR ACTION

Request- Message expressing writers needfor information or desire for action

Eg:-Request from an organization formanager to speak at a conference

Consider carefully & approved when feasible.

Customer, Employees.

Proper handling-goodwill


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SOCIAL BUSINESS MESSAGES

Congratulations-Business accomplishment-highest sales in a month.

Condolence-disaster, illness

Appreciation- long time thoughtfulness orone time favor

Eg : loyal customer, faithful employee

Invitation

Holiday greetings


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HAPPY THANKSGIVING

During this special season and

throughout the year

We are grateful for your businessand your friendship

Jane CarolManager


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INVITATION


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INVITATION


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ACTION AND INFORMATION

Be Prompt

Be Gracious

Be Thorough


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CONTRATULATIONS LETTERON ACHIEVEMENT


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HOLIDAY GREETING


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CONDOLENCE

LETTER


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STYLES OF SOCIAL BUSINESS MESSAGES

Handwritten in times of sorrow Printed invitation for a formal social functionComputer-printed message to welcome an

employee or customerCommercially produced cards for brief

personal messagesComputer-printed letters for purely business

situations E-mail and electronic greeting cards lack the

personal tone desirable in social businessmessages


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PLACING ORDERS

Use Form Wherever Possible

Make letter look like a form

Detail special circumstances

Keep a copy on file


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GOOD NEWS

Respond to the initial message (if

appropriate)

Colorful Style may be appropriate

great news, youve just been approved

You might want to be associated with the

good news.

I just wanted to drop you a note

Im pleased to inform you that


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CLAIMS AND ADJUSTMENTS

Claims-Request for action-request for product exchange,

Refund of defective items ,remedies for unsatisfactory service

Opening should State the problem& its impact

Without placing blame on the receiver.

Impact-Inconveniences, damages, additional background


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CLAIMS AND ADJUSTMENTS

Attach relevant documents

Specify what you want receiver to do.

Set a deadline for corrective action.

Be courteous ; threats are ineffective

Friendly close-Optimistic

Eg: Cancelling subscription to a magazine.


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CLAIM LETTER

To demand, ask for


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ADJUSTMENT

LETTER


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THANK YOU LETTER FOR SERVICES RENDERE


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Difference between Memo & Letter

Format is differentMemos are short and relatively precise.

letters are longMemo are more direct than letters.

Memos are usually internal

letters are for external communication Memos are informal, letters are formal


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ELEMENTS OF THE LETTER

Letterhead Inside Address Date Addressee Salutation Subject Body Intro Details Conclusion-Complimentary Close

Signature

BUSINESS LETTER FORMAT


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BUSINESS LETTER FORMAT Return /Senders Address Line 11

2 Date (Month Day, Year) 2

Mr./Mrs./Ms./Dr. Full name of recipient. 3

Title/Position of Recipient.

Company Name

Address Line 1

Address Line 2

Dear Ms./Mrs./Mr. Last Name: 4

Subject: Title of Subject 5

Body Paragraph 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Body Paragraph 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Body Paragraph 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Closing (Sincerely...), 7

Signature 8

Your Name (Printed) 9

Your Title

Enclosures (2) 10

Typist Initials. 11


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SUPPLEMENTARY PARTS OF A LETTER

Attention Line-Direct the letter to aperson/dept

Subject Line-Topic of the letter, Short, not a

complete sentence.

Eg : Meeting Follow-up

Insurance companies, financial institutionsAbbreviation-RE or In re


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PUNCTUATION STYLES

Mixed- :Colon after salutation ,Comma aftercomplimentary close

Open Omits colon/comma

Letter Formats

Full Block all parts of letter begin in leftmargin

Modified Block-Date, complimentary close,signature block begin at horizontal center ofthe page


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BUSINESS LETTER


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FORMAT OF THE MEMO


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FORMAT OF THE MEMO

Company Name

Company AddressDate

To

From:Re/Subject: Details of the memo in a single

sentence

Message


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To: XIME Students From: Instructor Date: August 18, 2011 Subject: Thursdays Assignments Please submit the soft copies (in MS word format) of

the two memo/letter assignments due thisMonday(22/2011).

During Thursdays class, you will read and comment oneach others assignments. In order to receive the bestcomments, this peer review will be conducted on thecomputers, allowing you to

use copy/paste for changes

take advantage of spell-check and other computer aids save the comments you receive.


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Organization Active language Reader benefit Respectful tone Formatting Spelling, grammar, punctuation, content

Design & readability Closing with goodwill

KEY WRITING CONCEPTS

Documents

Session 20-Routine Messages