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Chapter 7: Positive, Everyday Messages

Positive, Everyday Messages Objectives

Introduction

Realizing how to compose positive and everyday messages is an essential component of business communication. After completing this lecture, you will be able to answer the following questions:

· What are positive, everyday messages?

· Why is effective writing critical for communicating positive, everyday messages?

· What channels are used to deliver positive, everyday messages?

· Why should you separate your professional communications from your personal communications?

Learning Objective 1

Positive, Everyday Messages

What are positive, everyday messages?

Positive, everyday messages are routine message that deliver good news or neutral news.

Click the five segments of this diagram to explore everyday messages.

Most business communication is sent via everyday messages. Writing effective, everyday messages is a necessary skill for succeeding in business. Everyday messages fall into five categories. They:

· Inform

· Ask questions

· Respond to questions

· Request action

· Express appreciation

Informing

Messages that inform simply update the reader. They might include facts, figures, or changes to a schedule.

Asking Questions

Messages that ask direct questions and require a response fall into this category. They can ask simple, brief questions or more complex queries.

Responding to Questions

Messages that respond to questions can include simple one-line answers, such as a date, a time, a name, or a resource. They can also include longer responses, such as detailed explanations, action plans, and recommendations.

Requesting Action

Messages that request action ask the reader to do something. The requests can range from simple to complex.

Expressing Appreciation

Messages that express appreciation give the reader thanks. Writing a thank-you note to acknowledge a job well done, a favor granted, or a gift received goes a long way toward showing your appreciation. Thank-you notes can be sent by e-mail, although a handwritten note is even better.

Learning Objective 2

Writing Effectively

Why is effective writing critical for communicating positive, everyday messages?

The ability to write effective messages affects both how business is conducted and how your managers and fellow workers perceive you. The ability to write well is also important for conveying essential details.

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Sincerely,

Edward Dwight Chief Administrator Cleveland Public Health Clinic

Click through the numbers at the bottom of the page to learn more about approaches to effective writing.

1. Strategies for Writing Effective Positive, Everyday Messages

Your communication will be effective if you keep in mind the following writing practices:

· Plan your message before you write

· Strive for simplicity in language and formatting

· Review and revise your message before distributing it

· Avoid multitasking and other distractions

· Reread the messages you write and find a way to eliminate words, phrases , and sentences that aren’t necessary

2. Open with the Message’s Main Objective

Being clear about your main idea will help you write a direct opening to your message.

Check in about whether you are:

· responding to a request or complaint

· asking a question

· informing the reader about a policy

3. Explain the Message’s Information in a Logical and Positive Way

The opening of your message should be followed with further details organized in a clear and logical way:

· Use lists, bullet points, italics, and other graphical devices to help structure your content.

· The tone of your message should be positive.

· Avoid negative words such as unfortunately, error, mistake, regret, fault, and so forth.

· Focus on the solutions being pursued or changes being made.

4. End the Message with a Goodwill Closing and Any Directions for Action

Don’t miss the opportunity to create goodwill in your closing.

Depending on the context, choose one of two options:

· Outline what needs to be done, by what date, and why.

· Explain what you will do and when the reader can expect the action to be completed.

Learning Objective 3

Delivery Channels

What channels are used to deliver positive, everyday messages?

One of the greatest challenges a communicator faces is choosing the most effective communication medium for a given situation.

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Click through the numbers at the bottom of the page to explore how to deliver positive, everyday messages.

1. Letters

A letter is the most formal way to communicate an everyday message.

· Business letters have two types of standard designs:

· Block style letters: almost all of the components begin at the left-hand margin.

· Modified block style letters: some of the elements, including the date of the letter and the sender’s signature, begin at the center of the page.

· Letters should be written on letterhead and include the following:

· Return address

· Date

· Inside Address

· Salutation

· Body

· Closing and Signature Block

· Reference Initials

· Enclosures

· Copies

2. Memos

Memos are usually reserved for messages sent within an organization.

· Managers use memos:

· when they must present important messages in a formal manner

· when they need to convey confidential details

· when they have to send longer messages

· Memos can also serve as official records when they are used for employee performance appraisals, changes in policy, or other documentation.

· Memos help avoid clutter.

3. E-mails

E-mails have replaced memos as the primary form of internal written communication for many organizations.

· E-mails are similar to memos but less formal.

· They are quick to send, inexpensive, and easy to distribute.

· They don’t create a lot of paper waste.

· They have become the predominant channel for delivering everyday, positive messages.

E-mail allows for quick and efficient communication, but beware of its pitfalls.

· It’s easy to make mistakes.

· You can overwhelm coworkers by overusing “Reply to All.”

4. Instant Messages

Instant messaging is now a common way in which many companies communicate internally.

Instant messages are distributed directly to the recipients in real time and have the following characteristics:

· They are designed for short messages and quick questions.

· They occur between a sender and a receiver only.

· They have security issues and can be distracting.

5. Text Messages

Proper spelling and punctuation apply to business-related text messages, just as they do to formal letters. Keep the following in mind when preparing text messages:

· Text messages written without punctuation, or in lowercase letters only, are very difficult to read.

· Text messages containing spelling errors and punctuation mistakes look unprofessional.

6. Blogs

A blog is a shortened expression for the two words Web log.

They are typically used to deliver good or neutral news for the following purposes:

· Public relations

· Customer support

· Discussion forums

· Crisis management

· Recruiting

7. Social Networking Communications

Social networking sites are Web sites that allow people to connect with one another online for personal or professional reasons, as outlined below:

· People use LinkedIn to connect with their coworkers, or people who could become their coworkers, and who share their interests, and potential employers.

· People use Facebook to connect with their friends and acquaintances, play games, and present their “public face” to the online world.

8. Emerging Business Communications

Other emerging technologies are finding their way into mainstream business communications. These include:

· Microblogs: short messages sent to specific networks of people

· Wikis: Web sites that allow workers to collaborate on documents and projects by directly editing them on the Internet

· E-zines: electronic magazines that communicate information

· RSS: syndication feeds

9. Choosing the Best Channel for Sending Positive, Everyday Messages

Ask yourself the following questions to determine which channels of communication best suit your needs:

· Is a phone call or face-to-face communication more effective than a letter or e-mail?

· How urgent is your message?

· How private is your message?

· Is your message complicated?

· Does your message need to be archived?

Learning Objective 4

Separating the Personal and the Professional Objectives

Why should you separate your professional communications from your personal communications?

It is easy to loosen the boundaries between your personal and professional life when using technology. To be as productive as possible on the job, separate the two. People who do not draw such boundaries run into trouble.

Click through the questions below or use the search box in the upper right to learn more about the separation process.

Why should you separate the personal from the professional?

Sitting at your desk reading a magazine that you brought in from home is not appropriate; neither is perusing the Internet for your own purposes on company time.

How does bringing personal communications into the workplace affect your work?

It shifts your attention. You are then likely to need several more minutes to refocus on your work and finish your projects. It also causes information overload, which is a common reason why people cease to be productive.

How can you separate the two effectively?

Turn off your phone and don’t check personal e-mail for part of the business day. Let technology serve you rather than becoming a slave to it. Your success in business will depend upon your ability to manage your time effectively while still using electronic resources.

How would an employer know you are using professional time to complete personal communications?

Assume that your employer monitors all company electronic communication. Messages sent by electronic media can be used against you in court, just as official letters and memos can.

Knowledge Check

Question 1 of 8

Which of the following is NOT an example of an everyday message?

· a request for information

· a letter of condolence

· a thank-you note

· a report about a change

a letter of condolence: Correct

That is correct. A letter of condolence is not an example of an everyday message.

Question 2 of 8

The BEST way to send thank-you notes is via e-mail.

· True

· False

False: Correct

That is correct. The best way to send thank-you notes is via a handwritten letter, rather than via e-mail.

Question 3 of 8

When you end a message, you should conclude with _________________________________.

· a goodwill closing and directions for action

· a restatement of your main objective

· a logical and clear explanation

a goodwill closing and directions for action: Correct

That is correct. When you end a message, you should conclude with a goodwill closing and directions for action.

Question 4 of 8

Which of the following is NOT one of the writing practices that help make communication more effective?

· Avoid multitasking and other distractions

· Plan your message before you write

· Strive for simplicity in language and formatting

· Reread the messages you write and find a way to add words, phrases, and sentences

· Review and revise your message before distributing it

Reread the messages you write and find a way to add words, phrases, and sentences: Correct

That is correct. The writing practices that help make communication more effective are: avoid multitasking and other distractions, review and revise your message before distributing it, plan your message before you write, and strive for simplicity in language and formatting.

Question 5 of 8

Which of the following is the MOST formal way to send a message?

· by memo

· by letter

· by phone

· by e-mail

by letter: Correct

That is correct. A letter is the most formal way to send a message.

Question 6 of 8

Despite the popularity of e-mail, memos remain the primary form of internal written communication for many organizations.

· True

· False

False: Correct

That is correct. E-mails have actually replaced memos as the primary form of internal written communication for many organizations.

Question 7 of 8

Bringing personal communications into the workplace affects your work by ______________________.

· increasing motivation

· changing your mood

· causing information overload

causing information overload: Correct

That is correct. Bringing personal communications into the workplace affects your work by causing information overload.

Question 8 of 8

It is possible for an employer to know you are using professional time to complete personal communications.

· True

· False

True: Correct

That is correct. It is possible for an employer to know you are using professional time to complete personal communications.

Positive, Everyday Messages Summary

Summary

This lecture has discussed key concepts related to the following learning objectives:

· Know what positive, everyday messages are. (Textbook reference: see pages 172-175)

· Understand why effective writing is critical for communicating positive, everyday messages. (Textbook reference: see pages 175-178)

· Know the channels used to deliver positive, everyday messages. (Textbook reference: see pages 178-195)

· Understand why you should separate your professional communications from your personal communications. (Textbook reference: see pages 195-196)