Writing Routine and Positive Messages

By: Group 8

Learning ObjectivesAfter studying this Chapter, you will be able to:

• Apply the three-step writing process to routine messages

• Discuss the differences among three types of routine requests

• Outline how best to protect yourself when referring to a candidate’s shortcomings in a recommendation letter

• Describe the importance of goodwill messages

Using the Three-Step Process

1. Planning Routine Messagesa. Analyze your audience, gather information, and

adapt message to readers.

2. Writing Routine Messagesa. Organize according to the direct approachb. Use conversational tonec. Use plain English.

3. Completing Routine Messagesa. proofread and allow time for revisions

Your letter head(including your address)

April 17, 2008

Mr. James CorrindaVillage Feed and Hay37 Long Creek Rd.North Adams, MA 01269

Dear Mr. Corrinda:

• Clearly state the main idea, the request or the good news.

• Include all details necessary.

• Close cordially and refer to the good news or state the specific action you desire.

Sincerely, Joseph Masterson,Manager

1181 Ashport DriveTate Springs, TN 38101March 14, 2007Professor Lyndon KentonSchool of BusinessUniversity of Tennessee, KnoxvilleKnoxville, TN 37916

Dear Professor Kenton:

I recently interviewed with Strategic Investments and have been called fora second interview for their Analyst Training Program (ATP). They haverequested at least one recommendation from a professor, and I immediately thought of you. May I have a letter of recommendation from you?

As you may recall, I took BUS 485, Financial Analysis, from you in the fall of 2005. I enjoyed the class and finished the term with an “A.” Professor Kenton, your comments on assertiveness impressed me beyond the scope of the actual course material. In fact, taking your course helped me decide on a future as a financial analyst.

My enclosed résumé includes all my relevant work experience and volunteer activities. I would also like to add that I’ve handled the financial planning for our family since my father passed away several years ago. Although I initially learned by trial and error, I have increasingly applied my business training in deciding what stocks or bonds to trade. This, I believe, has given me a practical edge over others who may be applying for the same job.

If possible, Ms. Blackmon in Human Resources needs to receive your letter by March 30. For your convenience, I’ve enclosed a preaddressed, stamped envelope.

I appreciate your time and effort in writing this letter of recommendation for me. It will be great to put my education to work, and I’ll keep you informed of my progress. Thank you for your consideration in this matter.

Sincerely,Joanne TuckerEnclosure

We have been at our present location only three months, and we don’t understand why our December utility bill is $115 and our January bill is $117.50.  Businesses on both sides of us, in offices just like ours, are paying only $43.00 and $45.00 for the same months.  We have similar computer and office equipment, so something must be wrong.Small businesses are helpless against big utility companies.  How can we prove that you read the meter wrong, or that the November bill from before we even moved here got added to our December bill?  We want someone to check this meter right away.  We can’t afford to pay these big bills.

Example of an ineffective request letter

Dear Customer Service Representative: 

The utility meter in our store may not be accurate.  Please send someone to check it. 

We have been at our current location since December 1, almost three months.  Our monthly bill is nearly triple that of neighboring businesses in this building, yet we all have similar storefronts and equipment.  In December we paid $115 and in January our bill was $117.50—the highest bills the neighboring businesses have paid were $43 and $45. 

If your representative could visit our store, he or she could do an analysis of how much energy we are using.  We understand that you regularly provide this helpful service to customers. 

We would appreciate hearing back from you this week.  You can reach me by calling 555-3876 during regular business hours. 

Improved Version of The Request Letter

Types of Routine Requests

1. Information and Actiona. What do you want to knowb. Why do you want to knowc. Why is it in the reader’s interest to help you

2. Making Claims and Requesting Adjustmentsa. Put your claim in writingb. Be honestc. Document claim with copies of invoices, sales receipts,

canceled checks,etc.d. Don’t take frustration out on employeese. Assume that a fair adjustment will be made

3. Requesting Recommendations and Referencesa. When asking someone to write a letter of recommendation,provide the person with dates, events, personal data, etc.b. Never give a person as reference without first asking

permission.

Making Claims and Requesting Adjustments

1. State the Problema. Document your dissatisfaction

2. Offer Details and Explanationa. Invoices, sales receipts, cancelled checks,

etc.

3. Propose Specific Action or Solution

Strategy for Routine Replies/Positive Messages

1. Instead of Thisa. I am pleased to inform youb. No, we no longer carry that line of

clothing.

2. Write Thisa. Congratulations!b. We now have a new line of clothing that

has replaced the item you asked about

Granting Claims and Requests for Adjustments

1. When your Company is at faulta. Do not blame individuals and/or

departmentsb. Avoid excusesc. Never promise it’ll never happen againd. State that the error was an unusual

incident!

2. When the Customer is at faulta. Refuse the claim and justify actions.b. May lose the customerc. May lose other customers through unhappy

customerd. Or, honor the customer’s request

Granting Claims and Requests for Adjustments

When a Third Party is at Fault1 Honor the claim (most used)

a. Use good news letter

2 Honor the claim, but explain that you’re not at faulta. Use good news letter; stress your explanation

3 Refer the claimant to the third party (usually bad choice)a. Not satisfying the customer’s need.b. May use bad-news message

References and Recommendations

1 Letter should contain:a. Full name of candidateb. Job or benefit being soughtc. Nature of relationship with candidated. Facts relevant to the position or benefit soughte. Overall evaluation of the candidate's suitability for the

job or benefit.

2 Shortcoming: (beware of being libelous)a. Include only relevant, factual informationb. Avoid value judgmentsc. Balance criticisms with favorable points

Sending Goodwill Messages

•1 Be sincere and honest•2 Congratulations•3 Appreciation and•4 Condolence

Condolence Letters

1. Keep reminiscences brief2 .Write in your own words3. Be tactful4. Take special care5 .Write about special qualities of the

deceased6 .Write about special qualities of the

bereaved person

Planning Writing Completing

Three Step writing process

State the Request Explain and Justify Close the Message

Routine Request Strategy

•Pay attention to tone

•Assume audience will comply

•Be specific

State the Request

•Explain your initial request

•Stress reader benefits

•Ask questions▫Ask important questions first

▫Ask relevant questions

▫Deal with one topic per question

Support the Request

•Make a specific request

•Provide contact information

•Express appreciation and goodwill

Close the Message

•Internal audience

•External audience▫State your request

▫Support the request

▫Close the request

Action and Information

State the requestSupport your requestProvide a résuméésuméExpress appreciationExpress appreciationProvide instructionsProvide instructions

Recommendations

•Stay professional

•Expect a fair adjustment

•Documental correspondence▫State the problem

▫Offer details and explanations

▫Propose a specific action or solution

Claims and Adjustments

•Start with the main idea

•Provide details and explanations

•End with a courteous close

Routine Replies and Positive Messages

•Requests for information or action•Grants of claims and requests for

adjustment•Recommendations•Informative messages•Good-news announcements•Goodwill messages

Types of Routine Replies and Positive Messages

The direct approach

▫Prompt

▫Gracious

▫Thorough

Requests forInformation and Action

•Who is at fault?▫The company

▫The customer

▫A third party

Claims and Requestsfor Adjustment

•Acknowledge receipt of claim

•Take personal responsibility

•Sympathize with the customer

•Explain your plan of action

•Repair the relationship

•Follow up with the customer

When Your Company Is At Fault

When Others Are at Fault

•Support praise with examples and facts

•Handle shortcomings with care

Recommendations

•Reminder notices▫Upcoming events▫New procedures▫Workplace changes

•Policy statements▫Shipping and returns▫Sales discounts▫Company developments

Informative Messages

•Direct approach▫Employment offers

Careful wording Legal advice

▫News releases Relevant information Public relations

Good-News Announcements

• Pick newsworthy events

• Focus on one subject

• Stress important ideas

• Keep statements brief

• Minimize verbal clutter

• Focus on specifics

• Exercise restraint

• Follow industry conventions

Effective News Releases

•Congratulations

•Appreciation

•Condolences

Fostering Goodwill