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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