due 6 pm today eastern time . WED DEC 14.

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writing_brief_and_routine_messages12.pptx

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Effective Writing:

Approach and Tone

Types of Messages:

Routine Request, Request for Letters of Recommendations, Goodwill Messages, Reports and Executive Summaries

TONE

The tone you select is entirely dependent on your audience, and purpose

Word choice can significantly influence how people perceive you!

The words you use will get you what you want

Tone is Vital

Too formal- makes your message seem stiff or pretentious

Too casual- pay attention to your audience, find a good balance

Too subjective- stick to the necessary facts

Typical Problems with Tone

Direct and Indirect Approach

When the reader receiving the

messages will generally be

interested in what you have to say,

you can usually use the direct

approach.

Direct Approach

Chap 8 - 6

Start with the Main Idea – [such as the recommendation, or request]

Follow with the supporting evidence

Direct Approach

Chap 8 - 7

When the reader receiving the

messages is likely to view the

message negatively, use the

indirect approach.

Indirect Approach

Chap 8 - 8

Use a buffer

Start with the Evidence

Build to the main idea

Indirect Approach

Chap 8 - 9

Routine Request

Open: State the Request

Main Idea

positive reply or the

good news

Tone

Audience

Specifics

Chapter 8 -

OPEN with the request, so that it stands out and gets the attention. Even though you expect a favorable response,

Pay attention to tone.

Instead of, “Send me the latest personnel cost data”

say,

“Please send me the latest………….”

Be specific.

Example, “Please send me a 1-page summary”

Open: State the Request (2)

Chap 8 - 12

Body: Explain the Request

Include important information

Relevant details

Relevant questions

Most important question first

One topic per question

Chapter 8 -

In the BODY, explain the request. When possible,

explain how complying with the request will benefit the

audience.

Ask the most important questions first.

Example, if cost is your concern

say,

“What is the cost for shipping the merchandise by air……”

Ask only relevant questions.

Example, “What type of discounts do you offer?”

Deal with only one topic per question.

Don’t burden the reader with sorting out complicated request.

Body: Explain the Request (2)

Chap 8 - 14

Action

Contact

Appreciation

Chapter 8 -

Close the Request

CLOSE the message with 3-important elements:

A specific action.

Information about how you can be reached.

Expression of appreciation or goodwill.

When you ask the reader to perform a specific action, ask that they respond by a specific time.

Example, “Please send the figures by May 4 so that…”

Chap 8 - 16

Close the Request

Scenario:

You just had a big new client sign on with your company and the team you are in charge of has been given the account. It’s Thursday and the new client needs a proposal by Monday. Send a routine request for your team to work through the weekend so you can finish the proposal on time.

Request for Letters of Recommendation

Organize your message using the direct approach.

Important elements:

Ask for the recommendation.

Support the request.

Express your appreciation.

Request for Recommendations

Chap 8 - 21

Request for Recommendations

Chap 8 - 22

Opening.

Clearly state that you're applying for a position and that you would like your reader to write a letter of recommendation

Use the opening to recall the nature of the relationship you had, the dates of your association, and any special events that might bring to mind a clear, favorable picture of you.

Request for Recommendations

Chap 8 - 23

Body.

Include information about yourself.

Consider including an updated resume

Closing.

Express your appreciation

Include the full name and address of the person to

whom the letter should be sent

For an immediate recommendation, mention the deadline.

To increase the chances of a positive response, include a stamped, preaddressed envelope.

Scenario

You are graduating and are applying for a job with Deloitte. Request a letter of recommendation from one of your professors.

Good News and Goodwill Messages

When sending a message announcing the opening of new facilities, the hiring of a new executive, or introducing new products or services, or sponsoring community events use the direct approach.

Example, Job-offer Letters

Opening: Announce the news in a friendly, welcoming tone.

Body: Confirm important details: salary, start date

Closing: Explain first day routine.

Announcing Good News Messages

Chap 8 - 26

Goodwill messages can enhance your relationships with customer, colleagues, and others businesspeople.

Congratulations

Messages of Appreciation

Offering Condolences

Thank You

Goodwill Messages

Chap 8 - 27

When writing a message of condolence,

should you use phrases like “passing

away” and “departing” instead of “death”?

Goodwill Messages

Scenario:

You work at the paper company Dunder Mifflin. You just signed on a new client who will be purchasing their paper from you for the next year. Send them a goodwill message to thank them for selecting you as their salesperson.

Reports

Executive Summaries

Reports

Are used to document the results of significant research or a project.

Include a title page, table of contents, executive summary, references, appendices (if necessary) and headings to signal key sections.

Formal reports can be distributed internally and externally.

Shwon

Reports: Organizational Structures

Comparison – shows similarities and differences between entities.

Importance – if for example you were reviewing five product lines, you would organize your report beginning with the product that produces the most revenue.

Sequence – discuss process step-by-step.

Chronology – discuss events based on what happen first, second, third…..

Shwon

Spatial Orientation – if you are describing how a physical object works or a space looks, describe it from left to right, top to bottom, or outside to inside.

Geography – organize the report by location.

Category – if reviewing aspects of a subject, look at one category at a time; sales, profit or investment.

Shwon

Reports: Organizational Structures

Important rules to remember when adapting the message

of your report to your audience:

Be sensitive to your audience’s needs –

example: if you are reporting on the results of a customer satisfaction

survey, the service manager might want every detail, whereas the

president might only want a top-level summary.

Build strong relationships with your audience – adapt your style and language to meet the needs and expectations of the audience.

Control your style and tone – if you know your audience and are likely to gain approval, you can adopt a more informal tone.

example: use “you” to refer to the audience and “I” to refer to yourself.

Shwon

Reports: Organizational Structures

Executive Summary

An executive summary is a “mini” version of your report. Intended for readers who lack the time or motivation to study the complete text.

Shwon

Executive Summary

Allows for discussion/analysis/reference for those unable to read full-length document

Important rules to remember:

The executive summary should be no longer than 10% the length of the entire document

In most cases, with reports of fewer than 10 pages, either omit the summary or use a letter of transmittal. Remember to assume your reader has not read the full length document; needs to make sense to such a reader

No bias/opinion should be shown through your summary

No first person and don't imply author said something that they didn't.

If you are the author of both the full-length document and summary, you can copy and paste.

If you are the author of summary only, it must be paraphrased (with the exception of jargon and technical terms); no quoting.

Use formatting to ease skimming if summary is lengthy.

Sub-headings, bullets, or other structural formatting may be necessary for clarity

Executive Summary

Use the same font and paragraph treatment as the text of the report.

Begin by stating the purpose of the report.

Present the points in the executive summary in the same order as they appear in the report, using subheadings that summarize the content of the main sections of the report.

Use lowercase Roman numerals to number the summary pages.

Executive Summary

Persuasive

Memo

Proposal

General Purpose:

Inform

Persuade

Collaborate

Specific Purpose:

What you hope to accomplish

What your audience should think

Topic - the overall subject.

Main Idea - the statement about the topic.

Limit the Scope: two to three main points.

Chap 4 - 2

Define Your Purpose, Identify Your Topic and Main Idea, and Limit the Scope

Level of understanding – if the audience lacks knowledge about the topic your message needs an element of education. Include only enough information to accomplish the specific purpose.

Expectations and preferences – Will your audience expect complete details or just summary? In business writing, the higher up the message goes, the fewer details needed.

Probable reactions – affects message organization.

Chap 4 - 4

Audience Profile

Research Based on Audience Needs

Outline Your Content

Chap 4 - 1

Remember……. The “you” centered approach is best implemented by expressing your message in terms of the audience’s needs and interest. Readers and listeners want to know how your messages will benefit them.

Chap 4 - 1

Example: Tuesday is the only day that we can promise quick response to purchase order request; we are swamped the rest of the week. Revised: If you need a quick response, please submit your purchase order requests on Tuesday.