Using the Three Step Writing Process for Routine and Positive Messages
Write Your Message
Making Routine Requests :
1. Introduction:
2. Body:
• Explain its importance and/or Justify your request
Common Examples of Routine Requests :
• What you want to know or what you want your readers to do
• Always ask for permission before using someone as a reference
In your claim letter:
Sending Routine Replies and Positive Messages
Strategy for Routine Replies and Positive Messages
• Use the direct organisational plan for positive messages
Instead of:
• Provide necessary details and explanation
• To stay focused in your overall business goals
• To emphasise the audience concerns whenever you write
Plan Your Message :
• Even simple messages can benefit from thoughtful planning:
a. Analyse the situation
b. Gather whatever information your audience wants to know
c. Select the right medium-IM and e-mails
d. Organise information effectively by defining the main idea, limiting your scope, selecting a direct or indirect approach and outlining your content
Write Your Message
• Most readers in this category will be either positive or neutral and hence direct approach is most desirable:
a. State the request or the main idea
b. Give necessary details
c. Close with a cordial request for specific action.
d. To maximise impact, give time to revise, produce, proofread and distribute your message
Making Routine Requests :
• For: information, action, products, adjustments, or other matters
• Audience is normally prepared to comply unless you are being unreasonable
Strategy For Routine Requests :
1. Introduction:
• State your Request upfront using Direct Approach.
• Write in a polite, undemanding personal tone
• Assume your audience will comply
• Be specific and precise
2. Body:
• Explain its importance and/or Justify your request
• Explain the potential benefits of responding
• Ask the most important questions first
• Ask only relevant questions
• Deal with one topic per question
• Using a list format help readers sort through multiple questions or requests
3. Close:
• A specific request
• Information about how you can be reached
• Clearly state any important deadline for the request
• An expression of appreciation or goodwill (however, don’t thank the reader in advance)
Common Examples of Routine Requests :
• Asking for information and Action
• Asking for recommendations
• Making claims and requesting adjustments
Asking for Information and Action :
• What you want to know or what you want your readers to do
• Why you are making the request
• Why it may be in your reader’s interest to help you
• Sometimes the purpose of routine request is to reestablish communication with former customers, suppliers
Asking for Recommendations :
• Always ask for permission before using someone as a reference
• Refresh the memory of any potential reference you haven’t been in touch for a while
• Close with appreciation, full contact details where the letter needs to be sent
• Enclose a stamped, preaddressed envelope
• Mention deadline if it is required
Making Claims and Requesting Adjustments
In your claim letter:
• Explain the problem and give details
• Provide backup information-facts
• Request specific action or ask the reader to propose a fair adjustment
• Document your claims
• Send copies and keep the original documents
• Maintain professional tone even if you are extremely frustrated
• Explain the benefits complying with the requests such as continued patronage
Sending Routine Replies and Positive Messages
• To communicate the information or the good news
• Answer all questions
• Provide all required details
• Leave the reader with a good impression of you and your firm
Strategy for Routine Replies and Positive Messages
Introduction:
• Use the direct organisational plan for positive messages
• Start with the main idea that is brief and to the point
• Be clear and concise
Instead of:
• I am pleased to inform you that after careful consideration of a delightfully talented pool of applicants, out HR committee has recommended you for appointment as a financial analyst.
• Make a direct approach and say we are pleased to appoint you as a financial analyst.
Body:
• Provide necessary details and explanation
• Maintain a supportive tone throughout
• Try to embed any negative information in a positive context
• Talk favorably about the choices the customer has made
Instead of:
• We no longer carry the Sportsgirl line of sweaters.
• Depending on the situation either suggest saying now we have comeup with similar but more trendy new line of swaters or if there are no alternatives suggest other good brand.
• End with a courteous close
• Make sure audience understands what to do next and how that action will benefit them
• Encourage them to act promptly
No comments:
Post a Comment