Agenda

Informative writing exerciseReview of good news documentsIntroduction to bad news messagesPreparing to deliver bad newsNegative news assignment

Informative writing exercise

Your goals in this exercise: to produce the

clearest instructions possible

to follow instructions quickly and accurately

Prizes will be given!

Examples of good news or neutral messages

Favorable replies Goodwill messages Acknowledgements Announcements Transmittals

CONGRATULATIONS

Examples of bad news messages

Unfavorable replies Negative

announcements Negative information

Comparing good news and bad news messages

Good/ Neutral BadOrganization(typical)

Direct Indirect (buffered)

Key 7 C’s Clarity, conciseness,concreteness, correctness

Consideration, courtesy

Format Headings, bullets,numbers for clarity

Buffered style

Reader pronouns Yes Proceed with caution,especially if reader is atfault

Tone Positive to neutral(proactive)

Positive to neutral(proactive)

Preparing to deliver bad news

Consideration and courtesyOrganization ToneYou-attitude and reader pronouns

Consideration and courtesy

Treat people to whom you must give bad news the way you would want to be treated in a similar situation

Organization for bad news

Indirect plan (most common) Buffer Explanation Decision Courteous close

Buffers

Neutral discussionAcknowledgmentAssuranceThanks/appreciationComplimentBrand resale

Explanation

Assure the reader that you have investigated or considered the matter carefully

Provide plenty of reasoning and support for your decision

Focus (if possible) on how the reader can benefit from your investigation/consideration

Make your decision appear inevitable

Decision

Best location: the end of the explanation paragraph

Do not draw attention to the decision in terms of placement or language

Minimize use of negative languageHowever, you must be clear about the bad

news, refusal, or negative information

Courteous close

Do not bring up the negative again - leave with a positive impression

Avoid words like “I hope” or “we believe” - be definite

If possible, tactfully re-sell the product, service, or brand

Organization for bad news

When is the direct plan useful for bad news? Routine matter - reader not likely to be

disappointed Reader is well known to prefer bad news first Urgent message - must be called to reader’s

attention forcefully

Negative news:Bleachez letter

Tone

Content

Organization

Assignment

Read Ch. 9 in EBCWrite a draft of the negative news letter

(draft due 1/25, final due 1/30)