Chapter 6 Routine Messages. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON...

Chapter 6

Routine Messages

OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.1

Routine Business Messages

A. Planning a routine message: Say it directly

1. Routine messages are necessary for day-to-day business operations

2. When the reader is interested in the content of the message, use a direct organizational plan:

the main idea first

needed explanation, and

a friendly closing

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3. Much routine information is communicated via interoffice memos or email

4. Memos use:• the TO:/ FROM:/ DATE:/ SUBJECT: heading • instead of the inside address, salutation, and

complimentary closing used in letters

5. The content of memos is different from letters:• Jargon and abbreviations are allowed • Background explanation is kept to a minimum


Creative Thinking & Problem-Solving Process Through 3Qs Integration

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B. Common types of routine messages• Routine Requests Vs. Routine Replies

• Routine Claims Vs. Routine Adjustments



C. Routine RequestsA request is routine if we expect the reader to do as we ask without having to be persuaded

Major Idea First Present request clearly/directly in the first sentence or

two. Phrase in the form of a direct question, a statement, or

a polite request E.g., A polite request is a “Would you please…” without “?”


Routine Business Messages Clearly define the type of response you want and phrase your request to get that response. E.g.

Please send me all the relevant information about your XP-2 copier.

Please inform me of your XP-2 copier’s specifications such as copying speed per minute, enlarging and reducing, and automatic feeding


Routine Business Messages Do not ask more questions than are

necessary

Make the questions easy to answer

Arrange your questions in logical order

Word each question clearly and objectively

Limit the content to one topic per question



Explanation and Details Provide enough explanation and details

so that the reader can understand and respond to your request

Remember reader benefits: The reader is more likely to cooperate if we tell

how he or she will benefit from our request.



Friendly Closing Close our request by:

expressing appreciation for an assistance or a favorable action

stating and justifying deadlines offering to return the favor

Make the ending friendly and positive



D. Routine Replies• Provide information requested• Comply with original request

1. Put the “good news” first

2. Answer promptly and courteously

3. Answer all questions

4. Include additional information/suggestions that can help the reader


Routine Business Messages5. If appropriate, promote sales or build goodwill

6. Consider using form letter or memo for answering frequent requests

7. Mention any enclosure in your message

8. Add • an “Enclosure” notation at the bottom of the letter and • an “Attachment” notation at the bottom of the memo

9. Close your letter/memo on a positive, friendly, and original note



E. Routine Claims A claim letter:

asks a company to fix a problem with its product/service

is routine if the writer reasonably expects the reader to comply with the request


Claim Letters

1. Address the letter to the company’s customer service department

2. Remember: the person you’re writing to is not responsible for

the problem, you need this person to help you, so be courteous and use factual and unemotional

language


3. The claim must include the following: Provide information:

date of purchase, model #, serial #, copies of receipt and warranty

Identify the problem with explanation Describe your relationship with the company Tell the adjustment you expect.

Or ask to suggest an adjustment that is fair and reasonable

End the letter on a confident note



F. Routine Adjustments An adjustment letter is a

response to a claim letter.

Question: How many of us have written claim letters?


Routine Adjustments

1. A claim letter represents a possible loss of business and goodwill

in the company or an opportunity to improve product and

process quality. So the overall tone of an adjustment letter

is crucial.a. Be gracious

b. Trust the writer’s honesty

c. Answer promptly

d. Use neutral or positive language

(“the situation,” not “your complaint”)


Routine Adjustments (cont.)2. Give good news first. E.g.,

A new color monitor is on its way to your office. Of course you can depend on IBM’s warranty.

3. Explain specifically, but briefly, what went wrong. 4. If the customer is at fault,

explain tactfully and impersonally how the problem can be avoided in the future.

Avoid using “You should not …”5. Make a positive, forward-looking closing.

Include sales promotion only if the adjustment has restored the customer’s

confidence in the product or service.


Goodwill messages

• Be prompt.• Be direct.• Be sincere.• Be specific.• Be brief.


Dear Elinor:

Congratulations on your promotion to branch manager. I know that Eastern customers will be just as delighted with your efficiency and responsiveness as I have been for the past four years.

I will certainly miss the personal touch you brought to your job, but I know that this promotion is an important career move for you. Please accept my sincere best wishes for continued success.

Cordially,

Jacque

Elinor Rhymes ([email protected]

CONGRATULATIONS!

CONGRATULATIONS! - Message

Congratulationsmessage via e-mail


Thank-You Notes

Thank-you notes are expected in these situations:

After a job interview After someone wrote a letter of

recommendation for you After you receive a gift After you receive a favor

Chapter 6 Routine Messages. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON...

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Transcript of Chapter 6 Routine Messages. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON...