Copyright © 2013 Cengage Learning
8e
COMMUNICATING IN BUSINESS
Chapter 6 Writing Positive and Neutral Messages
Copyright © 2013 Cengage Learning
Neutral and Positive Messages
Planning and Organizing Instant Messaging
Responding Goodwill Messages
Online Comments
Copyright © 2013 Cengage Learning
Neutral and Positive Messages
Planning and Organizing Instant Messaging
Responding Goodwill Messages
Online Comments
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Planning and Organizing | Instant Messaging | Responding | Composing | Addressing Online
Link to the full story on the blog
.
Boeing 787 Dreamliner Ready for Service
Boeing's long-awaited 787 Dreamliner is ready for delivery to its first client, All Nippon Airways. At $20 million per plane, the Dreamliner uses 20% less fuel than its competitors, has cleaner cabin air, and debuts new lighting and design elements, such as button-controlled window lighting and touch-screen monitors for entertainment.
Read the press release.
How is it organized?
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Organizational Approaches
• Presents the major idea first, followed by explanations and details
Direct Plan
• Presents the explanations before the major idea
Indirect Plan
• Is most common for neutral and positive messages
• Attracts attention, starts positively, and saves time
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Organizing a Neutral Message (Request)
Hi Ken,
I'm planning a new event for clients, and I could use your advice on holding an event like this. You did a great job for the Hilltop Conference, a much bigger event.
The event will be for our top 150 clients, and of course, you’re included. We haven't decided on a venue yet. Were you happy with the Stonewalk Center, or do you have other recommendations? Also, what do you think about our hiring a professional event planner? I know you do all of the work yourself, but I'm concerned about my abilities! Do you have someone you could recommend?
I would appreciate any guidance you’re willing to offer before July 15, when I have to meet with Carl. If you would rather talk on the phone than reply by email, you can reach me at 569-6314, or let me know a good time to call you.
Thank you,
Siobhan
Major Idea FirstPresent as a direct question, statement, or polite request.
Explanation and DetailsExplain initial request, include background information, and identify benefits.
Friendly ClosingExpress appreciation, state deadlines, and be specific.
Copyright © 2013 Cengage Learning
Neutral and Positive Messages
Planning and Organizing Instant Messaging
Responding Goodwill Messages
Online Comments
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Using Instant Messaging at Work
When to IM at work
• To ask a simple question, to convey information quickly, or to get a fast response
• In the way IM is used within your organization’s culture
• Not for personal or confidential business information
• Not for excessive personal messaging at work
How to IM at work
• Create a professional screen name.• Start by asking, “Is this a good time?” or
"Got a sec?"• Keep IMs short and focused.• Follow grammar, punctuation, and
capitalization standards.• Avoid using abbreviations, and use
emoticons sparingly.• Follow your company's IM policies.
Copyright © 2013 Cengage Learning
Neutral and Positive Messages
Planning and Organizing Instant Messaging
Responding Goodwill Messages
Online Comments
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Responding to a Neutral Message
Respond promptly.
Respond courteously.
Use the direct organizational plan.
Answer all questions asked or implied.
Personalize your response.
Promote your company.
Close on a positive, friendly note.
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How Can You Improve This Response?
Question(sent by email)
What colors do you have available now for the
Honda Civic? If I want a different color, how long
would I have to wait?
Answer(sent by email)
Atomic Blue, Taffeta White, and Tango Red.
For other colors, it depends.
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Did You Include…
• Wait times for specific colors?• Interior color choices?• By when the current colors may still be available?• By when other colors should be ordered?• Contact information? • Encouragement to purchase (promotion)?
What else may be important to the
customer?
Copyright © 2013 Cengage Learning
Neutral and Positive Messages
Planning and Organizing Instant Messaging
Responding Goodwill Messages
Online Comments
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Types of Goodwill Messages
Recognition Notes
Congratulatory Notes
Thank You Notes
Sympathy Notes
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How to Write a Meaningful Goodwill Message
• Send a goodwill message while the reason is still fresh in the reader’s mind Be Prompt
• State the major idea in the first sentence or two, even for sympathy notesBe Direct
• Avoid language that is too flowery or too strongBe Sincere
• Personalize the messageBe Specific
• A personal note card or a one-paragraph email may be plentyBe Brief
Copyright © 2013 Cengage Learning
Neutral and Positive Messages
Planning and Organizing Instant Messaging
Responding Goodwill Messages
Online Comments
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Happy
Will you respond?
No Response
Reach Out
Degrading
Misguided
Unhappy
Monitor
Fix the Facts
Restore the Relationship
Consider
Social Media PostsYou have found a post about your company.
Is it positive?
NO
NO
NO
NO
YES
YES
YES
NO
YES
YES
DISCOVER
EVALUATE
RESPOND
Deciding Whether to Respond
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Would You Respond to This Comment? How?
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How About This One?
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Engaging Customers Online: Starwood
What differences do you notice between how
Starwood Hotels and the Gap “engage” customers
on Twitter?
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Engaging Customers Online: Gap
Which is the better approach?
Video Example
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Avon CEO Accepts an Award
• What are Andrea Jung’s key messages in her speech?
• What most impresses you about this speech?
• What would you suggest that Jung change if she delivered this speech again?
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