1. Writing Routine
Messages
© Business Communication Today 8e 7 - 1
Chapter

2. The Three-Step Process
• Planning
• Writing
• Completing
© Business Communication Today 8e 7 - 2
Chapter

3. Routine Requests
• State the request
• Explain and justify the request
• Close the message
© Business Communication Today 8e 7 - 3
Chapter

4. State the Request
• Use the right tone
• Consider the audience
• Punctuate properly
• Use specific language
© Business Communication Today 8e 7 - 4
Chapter

5. Support the Request
• Ask important questions first
• Ask relevant questions
• Deal with one topic per question
© Business Communication Today 8e 7 - 5
Chapter

6. Close the Message
• Specific request
• Goodwill and appreciation
• Contact information
© Business Communication Today 8e 7 - 6
Chapter

7. Routine Requests
• Information and action
• Claims and adjustments
• References and recommendations
© Business Communication Today 8e 7 - 7
Chapter

8. Requesting Action
and Information
• Company insiders
• Company outsiders
© Business Communication Today 8e 7 - 8
Chapter

9. Making Claims and
Requesting Adjustments
• State the problem
• Offer details and explanations
• Propose a specific action or solution
© Business Communication Today 8e 7 - 9
Chapter

10. Requesting References
and Recommendations
• State the request
• Provide a résumé or other information
• Express appreciation
© Business Communication Today 8e 7 -
Chapter

11. Routine Messages
and Positive Replies
• Start with the main idea
• Provide details and explanations
• End with a courteous close
© Business Communication Today 8e 7 -
Chapter

12. Types of Routine Replies
and Positive Messages
• Requests for information or action
• Claims and adjustment requests
• Recommendations
• Informative messages
• Good-news announcements
• Goodwill messages
© Business Communication Today 8e 7 -
Chapter

13. Requests for
Information and Action
• The direct approach
– Prompt
– Gracious
– Thorough
© Business Communication Today 8e 7 -
Chapter

14. Claims and Requests
for Adjustment
• Who is at fault?
– The company
– The customer
– A third party
© Business Communication Today 8e 7 -
Chapter

15. References
and Recommendations
• Avoid overstatements
• Provide facts
• Avoid value judgments
• Balance praise and criticism
© Business Communication Today 8e 7 -
Chapter

16. Informative Messages
• Reminder notices
– Upcoming events
– New procedures
– Workplace changes
• Policy statements
– Shipping and returns
– Sales discounts
– Company developments
© Business Communication Today 8e 7 -
Chapter

17. Good-News
Announcements
• Direct approach
– Employment offers
• Careful wording
• Legal advice
– News releases
• Relevant information
• Public relations
© Business Communication Today 8e 7 -
Chapter

18. Effective News Releases
• Pick newsworthy events
• Stress important ideas
• Keep statements brief
© Business Communication Today 8e 7 -
Chapter

19. Effective News Releases
• Minimize verbal clutter
• Focus on specifics
• Exercise restraint
© Business Communication Today 8e 7 -
Chapter

20. Sending Goodwill
Messages
• Congratulations
• Appreciation
• Condolences
© Business Communication Today 8e 7 -
Chapter