Writing Routine, Good-News and Goodwill Messages
Organizing Positive Messages:
Whether written or oral, positive messages begin with a
clear statement of the
main idea, clarify any necessary details, and with a
Clear Statement of the Main Idea:
Almost all business communication has two basic purposes:
- To convey information
- To produce in the audience a favorable (or at least
accepting) attitude or response
•Your reason for communicating can usually be expressed in a
sentence or two,
but you’ll need more spaces or time to explain your point
completely so that
your audience will have no confusion or lingering doubt.
•Your message is most likely to succeed if your audience is
left with the feeling that
you have their personal welfare in mind.
•Acknowledgements are appropriate for large orders, first
orders, and orders that
cannot be filled right away.
Replying to Requests for Information and Action:
That person's opinion of your company, your products, your
department, and you
yourself will be influenced by how promptly, graciously, and
thoroughly the request
When a Potential Sale Is Involved:
•When answering requests involving a potential sale, you
have three main goals:
–To respond to the inquiry and answer all questions
–To encourage the future sale
–To leave your reader with a good impression of you and your
When No Potential Sale Is Involved:
•There are two essential goals when no sale is involved:
–Responding to the request
–Leaving a favorable impression of your company or fostering
a good working relationship
Responding Favorably to Claims and Adjustment Requests:
•Don’t blame an individual or a specific department, and
avoid such lame excuses as
“Nobody’s perfect” or “Mistakes will happen.’
•Handling routine credit requests is important because
consumers often carry a
wallet full of plastic credit card, and businesses of all
seizes operate more smoothly
because they can pay for their purchases over time.
Providing Credit References:
•The great majority of credit applications are checked
You’ve been selected to join our firm as a
staff accountant, beginning March 20.
Instead of this
I am pleased to inform you that after
deliberating the matter carefully, our
personnel committee has recommended
you for appointment as a staff accountant.
Computer terminals at many stores connect directly with
databanks maintained by
national credit reporting agencies.