communication writer please
Malotaibi
week_3__adjustment_messages_brs_1.pptxOur Time Line
Thursday, September 29 Assignment 2 Workshop
Bring two printed copies of your completed Assignment 2 to class
A one-page document
Value: Two points towards your Other Writing grade
Tuesday, October 4
Assignment 2 due by 9:00 a.m. to Turnitin
Business Writing Should Be…
It’s concise and doesn’t waste the reader’s time.
It looks at the problem from the reader’s perspective.
It solves problems and conveys information.
Define your business writing goals. Get over the notion that longer is better—less is more in business writing. You are writing to express your ideas succinctly not impress the reader with overly long rambling explanations.
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Copyright © 2016 by Nelson Education Ltd.
Audience-oriented
Purposeful
Economical
Assignment 1
Assignment 2:
Adjustment Message
http://www.goalzero.com/solar-kits
Purpose and Audience Profile
Which channel and why?
Who are you writing to?
What’s the problem that needs solving?
What caused the problem?
What’s the solution or adjustment?
How can you rebuild goodwill
and regain customer’s lost confidence?
Responding to Requests
Subject line
Use to identify the purpose of message.
Opening
Deliver the information the reader wants.
When announcing good news, do so promptly.
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Open directly—immediately deliver the information the receiver wants. Avoid wordy, drawn-out openings. When agreeing to a request, announce the good news immediately.
Copyright © 2016 by Nelson Education Ltd.
Adjustment Messages
Opening
When approving a customer’s claim, announce the good news (adjustment) immediately.
Avoid beginning with a negative statement.
Avoid sounding grudging or reluctant.
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Three goals in adjustment letters:
Rectifying the wrong, if one exists
Regaining the confidence of the customer
Promoting further business
Instead of beginning with a review of what went wrong, present the good news immediately. If you decide to comply with the customer’s claim, let the receiver know immediately.
Don’t begin with a negative statement that reminds the reader of the problem and may rekindle the heated emotions or unhappy feelings experienced when the claim was written. Announce the good news happily, not grudgingly.
Copyright © 2016 by Nelson Education Ltd.
Adjustment Messages
Body
Explain how you’re complying with the claim.
Strive to win back the customer’s confidence; explain what went wrong (if you know) and how it will be fixed.
Apologize if it seems appropriate.
Briefly acknowledge how the problem occurred and how you can prevent it in future.
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Explain how you are complying with the claim. You should seek to regain the confidence of the customer. Rebuilding that faith is important for future business.
How to rebuild lost confidence depends on the situation and the claim. Explain what changes will be made, how the product is being improved, or the efforts being taken to improve it.
If you feel an apology is appropriate, do it early and briefly.
The primary focus of an adjustment message is on how you are complying with the request, how the problem occurred, and how you are working to prevent its recurrence.
Copyright © 2016 by Nelson Education Ltd.
Assignment 1
Assignment 2:
Adjustment Message
http://www.goalzero.com/solar-kits
Adjustment Messages
Body
Avoid negative language (trouble, regret, fault).
Don’t blame the customers—even if they’re at
fault.
Don’t blame individuals or departments in your
organization. It sounds unprofessional.
Don’t make unrealistic promises you can’t keep.
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Copyright © 2016 by Nelson Education Ltd.
Adjustment Messages
Closing
End positively by expressing confidence in the solution and product.
Show appreciation that the customer wrote to you.
Express appreciation for the customer’s business.
Refer to your desire to be of service.
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End positively by expressing confidence that the problem has been resolved and that continued business relations will result. You might mention the product in a favourable light, suggest a new product, express your appreciation for the customer’s business, or anticipate future business.
Copyright © 2016 by Nelson Education Ltd.
What is Goodwill?
A positive feeling the reader has towards an individual or an organization.
