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Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Developing Neutral and Positive Messages
Copyright © 2001 South-Western College Publishing Co.
Objectives
O U T L I N E
Getting Organized
Writing Business Memos
Developing a Framework for Neutral and Positive Messages
Writing Business Letters
Communicating by E-mail9C H A P T E R
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
1. Explain how to use the Message Development Framework to write both positive and neutral messages.
2. Organize your thinking and the content of the documents you are about to write.
3. Draft an effective business memorandum or e-mail.
4. Write a professional business letter that meets your needs, as well as the needs of your reader.
5. Describe the risks, rewards, and responsibilities of using e-mail as a business communication tool.
Learning Objectives
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
DEVELOPING A FRAMEWORK FOR NEUTRAL AND POSITIVE MESSAGESDEVELOPING A FRAMEWORK FOR NEUTRAL AND POSITIVE MESSAGES
Explain how to use the Message Development Framework to write both positive and neutral messages.
Getting Organized
Writing Business Memos
• Customers change, customer needs change, technological change, cultural change
Developing Neutral and Positive Messages
Dynamic Forces
Writing Business Letters
Communicating by E-mail
Challenges• Make sure that you and your reader both understand the words and ideas you’re using to
communicate
• The audience’s reading ability? Communication expectations?
Ambiguities
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Organize your thinking and the content of the documents you are about to write.
Getting Organized
Writing Business Memos
Developing Neutral and Positive Messages
Writing Business Letters
Communicating by E-mail
GETTING ORGANIZEDGETTING ORGANIZED
Establish Your Communication Goals
• What is the expected outcome or result?
• Establish goals based on the expected outcome.
Begin Generating Ideas• Is this a problem to be solved?
• Searching for information or providing it?
• Talk to people for writing.
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Memos
Writing Business Letters
Communicating by E-mail
Focus on the Main Idea• Letters, memos, and reports should include just one central idea at a time
• Don’t try to do too much in one paragraph or one letter
• Keep the main point up front
Keep It Brief• Don’t say more than is required
• Business letters: two or three paragraphs
• Keep it inviting, readable, and useful
Organize your thinking and the content of the documents you are about to write.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Memos
Writing Business Letters
Communicating by E-mail
Organize Your Message• Present good news, then summarize key points
• Provide details, background, and essential information. Explain how to take action
• Present negative aspects in a positive manner
• Conclude the message sincerely, positively, with an upbeat, professional tone.
Organize your thinking and the content of the documents you are about to write.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Draft an effective business memorandum or e-mail.
Getting Organized
Writing Business Memos
Writing Business Letters
Communicating by E-mail
Why We Write Memos• Stimulate action
• Use a learning device
WRITING BUSINESS MEMOSWRITING BUSINESS MEMOSAdvantages of using a memo:
• To communicate with many people at one time
• To convey detailed, complex information
• To provide a written record
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Letters
Communicating by E-mail
• Write to Inform: write to communicate, not to sell yourself.
• Brevity Can Be Overdone: don’t submit a pile of unexplained data.
• Know Your Reader: put yourself in the reader’s place.
• Anticipate Questions: “What does this information mean to me?”
• Talk on Paper: speaker to the reader directly, using conversational tones.
Writing Business Memos
Draft an effective business memorandum or e-mail.
Developing Neutral and Positive Messages
Keep Your Reader in Mind
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Letters
Communicating by E-mail
• Determine What Outcome You Want in Advance: what results do you envision from this memo?
• Highlight Key Issues: readers need to recognize the most important issues and factors in the memo
• Gather All the Relevant Information Your Readers Will Need : examine files, reports, and records that are directly relevant
• Determine What Evidence to Include: not all evidence is equally useful
Prepare Carefully Before You Write
Writing Business Memos
Draft an effective business memorandum or e-mail.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Letters
Communicating by E-mail
• Organize the Ideas in Your Memo: make sure your ideas are logical, coherent, and easy to follow
• Prepare an Outline: don’t worry about format, just get the ideas and issues on paper
• Look a successful memos
• Include a clear statement of purpose
• Assemble background information and data
• Write in the “inverted pyramid” style: main idea, less important issues, conclusion
• Use logic where possible
Writing Business Memos
Draft an effective business memorandum or e-mail.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Letters
Communicating by E-mail
• Select a Format: basic elements in common
• the date
• separate lines indicating who the memo is addressed to
• who its from
• a subject line indicating what the memo is about
• Write Your First Paragraph: to answer very fundamental questions such as
• “What’s the problem?”
• “What am I being asked to do?”
• “What’s the impact of this decision?”
Writing the Memo
Writing Business Memos
Draft an effective business memorandum or e-mail.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Letters
Communicating by E-mail
• Lay Out Your Argument: discuss the meaning of your evidence
• Make Your Recommendation: explain exactly what you recommend, what action you want to see take place
• Your discussion should include:
• How it will be accomplished
• An outline of alternatives
• A brief discussion of the realities, risks, and likely outcomes
Writing Business Memos
Draft an effective business memorandum or e-mail.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Letters
Communicating by E-mail
Well-organized Clear
Precise Complete
Informative Concise
Correct Readable
Characteristics of a Well Written Memo
What a Memo Can and Cannot DoA memo can be used to . . .
Announce Clarify
Document Details Remind People
Provide Instructions Recommend an Action
Make a Request Propose New Ideas
Confirm Details
Writing Business Memos
Draft an effective business memorandum or e-mail.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Letters
Communicating by E-mail
A memo cannot be used to take the place of . . .
• a personal note or letter
• a business letter
• a telephone call
• a personal visit
The Communication Strategy MemoComplex letters to customers, memos to employees, or reports to an outside agency may be prepared for someone else’s review and signature.
• To provide readers with brief but important details
• To explain the issue, options, possible actions
Writing Business Memos
Draft an effective business memorandum or e-mail.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Write a professional business letter that meets your needs, as well as the needs of your reader.
Getting Organized
Writing Business Memos
Writing Business Letters
Communicating by E-mail
WRITING BUSINESS LETTERSWRITING BUSINESS LETTERS
• Full Block Format: single-spaced paragraphs, double-spaced between paragraphs, begin each line at left margin
• The Modified Block Format: similar to Full Block, except date and signature are typewritten to the right of center
• The Semiblock Format: for personal letters
• The AMS Simplified Format: like a memo, no salutation, “open punctuation style”. Begins with subject in all capital letters.
Format Your Letters
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Memos
Communicating by E-mail
• Heading: tells where the letter comes from and when written
• Dateline: upper right corner
• Inside Address: recipient’s address, flush against left margin
• Salutation: the greeting, two lines below the address, at left margin
• Body: two lines below salutation
• Complimentary Close: two lines below last line
The Essential Parts of a Letter
Writing Business Letters
Write a professional business letter that meets your needs, as well as the needs of your reader.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Memos
Communicating by E-mail
• Attachments: or “Enclosure” two spaces below the signature
• Copies: note just below enclosure notation
• Envelopes: center the address
Writing Letters That Ask a Question
• Pose the question directly
Writing Letters That Answer a Question
• Provide a direct unambiguous answer
Writing Letters That Explain Something
• Nothing is self-explanatory
Writing Business Letters
Write a professional business letter that meets your needs, as well as the needs of your reader.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Memos
Communicating by E-mail
Writing Goodwill Letters• An expression of human kindness
• Letters of Appreciation: be warm, specific, brief
• Letters of Congratulations
• Letters of Sympathy: may be easier in writing
When You Should Write and When You Shouldn’t• The Cost of a Business Letter
• The Advantages of Other Media
• Reaching Many People at Once
• An Advantage Can Become a DisadvantageWriting Business Letters
Write a professional business letter that meets your needs, as well as the needs of your reader.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Describe the risks, rewards, and responsibilities of using e-mail as a business communication tool.
Getting Organized
Writing Business Memos
Writing Business Letters
Communicating by E-mail
You Don’t Own Your E-Mail Messages
• The law favors the system owner.
COMMUNICATING BY E-MAILCOMMUNICATING BY E-MAIL
E-Mail Isn’t Really Private, Anyway
• Employers monitor e-mail. Courts subpoena.
You Have More Than One Choice
• Telephone?
Think About E-Mail As a Substitute for Paper
• Send text attachments with e-mail messages
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
Getting Organized
Writing Business Memos
Writing Business Letters
Communicating by E-mail
E-Mail is a Hybrid Medium
• A cross between speaking and writing.
Never Substitute E-Mail for a Face-to-Face Meeting
• E-mail is a poor substitute for personal contact
Never Pass Along Rumor• Do not pass along mindless criticism, emotional venting, nasty innuendo, raunchy jokes, racist
or sexist remarks, and chain letters
Draft an effective business memorandum or e-mail.
Developing Neutral and Positive Messages
Learning ObjectiveChapter 9 Developing Neutral and Positive Messages
The End
Copyright © 2000 South-Western College Publishing Co.