Chapter 6 Routine Goodwill Messages Rasooldad AMIRY Jordan

Chapter 6: Routine & Goodwill Messages Rasooldad AMIRY Jordan BROWN Alexandra DEAN Anita HSIEH Nicolas MARTIN 1

What are Routine & Goodwill Messages? A basic form of communication used in every day business Examples include: claims, orders, adjustments and appreciations Usually overlooked but are just as important as a business report 2

Direct Writing Plan Make purpose clear from the start Save time and carry impact Straightforward 3

Direct Writing Plan Three-Steps Writing Structure: Opening: delivers the main message Middle: explains details Closing: ends pleasantly 4

Requests How to ask for something you need Request Memo: a message that asks the reader to perform a routine action 5

Requests Put the main idea first Give a reason for the request or state its benefit in the second paragraph Introduce multiple requests or questions with a summary statement Anticipate details 6

Requests Strike a tone that is right for your reader Keep minor points to a minimum Use a layout that focuses attention on your request Close in a courteous and efficient way 7

Responses The answer to a request Determine if you are the right person to handle the response Reply as soon as you possibly can Begin with good news or the most important piece of information 8

Responses Design your response to be useful Use the company’s ethical guidelines Make your closing work for you Always revise your work 9

Goodwill Messages Enhances the value of a business beyond its tangible assets Creates a bond of friendship and establishes trust between the writer and recipient Thanks, Sympathy or Condolences 10

Goodwill Messages “It’s the thought that counts” Puts you in a positive light Enhances your visibility Others more willing to help you in the future 11

Goodwill Messages Personal: Specific details Meaningful Not mechanical Prompt: Send message while news and events are still fresh in the reader’s memory 12

Goodwill Messages Spontaneous, Short and Sincere: Sound honest Avoid clichéd expressions ex: “I hope. . . ” or “I trust. . . ” 13

Informative Letters Announcement A message that makes something known Cover or Transmittal Letters An informative letter that accompanies materials sent from one person to another & why they are sent Instructional Letters/Memo Explains a process, activity or operation 14

Letter Format Letters Balance and Placement Professional looking Centred vertically and horizontally Unjustified right margins makes it easier to read Letter Style and Layouts Determined by the company Full block, modified block and simplified 15

Letter Format (cont’d) Letter Elements Letterhead/Return Address Dateline Delivery/Confidential Notation Inside Address Attention Line Reference Line Salutation 16

Letter Elements Subject Line (optional) Message Body Complementary Close Signature Block Identification Initials Enclosure Notation Copy Notation Continuation Page Heading 17

Letter Formats (cont’d) Addressing Envelopes Follow Canada Post guidelines 18

Bibliography Bock, Wally (Zero. Draft. Blog). Twitter, Inc. , n. d. Tweet. 19 November 2012. <https: //twitter. com/Zero. Draft. Blog> "Business Communication Quarterly. " Sage Journal. Association for Business Communication, 1969. Web. 19 November 2012. <http: //bcq. sagepub. com/> “Business Letter. ” Dmoz. AOL, 2011. Web. 19 November 2012. <http: //www. dmoz. org/Business_Services/Communications/Writing_and_Editi ng/Writing/Business_Letters/> "Business Letter. " Wikipedia, The Free Encyclopedia. Wikimedia Foundation, Inc. 22 July 2004. Web. 19 November 2012. < http: //en. wikipedia. org/wiki/Business_letter> “Business Letter: Accentuating the Positives. ” The Purdue OWL Family of Sites. The Writing Lab, The OWL at Purdue and Purdue University, 21 April 2010. Web. 19 November 2012. < http: //owl. english. purdue. edu/owl/resource/654/1/> “Business Writing with Up. Write Press. ” Up. Write Press, 2002. Web. 19 November 2012. <https: //www. facebook. com/Up. Write. Press> 19

Bibliography Cont’d Case, Alex, et al. “Forum: Letter Writing. ” English Language (ESL) Learning. Using. English. com, n. d. Web. 19 November 2012. <http: //www. usingenglish. com/forum/letter-writing/> Clark, Jonathan. Business Writing Solutions, n. d. Web. 19 November 2012. <http: //www. businesswritingsolutions. com/> Dana, Heather, Carol Hancock, and Jo. Dee Phillips. "The Future of Business: Merit in Writing Across the Curriculum. " American Journal of Business Education 4. 10 (2011): 51 -8. ABI/INFORM Complete; ABI/INFORM Trade & Industry. Web. 19 Nov. 2012. Gaertner-Johnston, Lynn. Business Writing: How to Write. Syntax Training, 2005. Web. 19 November 2012. <http: //www. businesswritingblog. com/business_writing/how_to_write_____/> Segling, Jeffrey L. And Edward Coleman. The AMA Handbook of Business Letters. New York: AMACOM, 2007. Print. Up. Write. Press. “The Key Forms of Business Writing: Basic Letter. ” Youtube, 6 March 2009. Web. 19 November 2012. <http: //www. youtube. com/watch? v=I 2 txr 6 OY 5 d. Y> 20

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