MancomSu09-Chp5_final

MancomSu09-Chp5_final - chapte r M five Writing Good-News...

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chapte r M five Writing Good-News Writing Good-News and Neutral Messages and Neutral Messages “Begin directly when the news is good or routine.”
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Overview Preliminary assessment The general direct plan Applications of the general plan to Routine Inquiries General Favorable Responses Adjustment Grants Order Acknowledgments Claims Operational Messages
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Preliminary Assessment Determine the reader’s probable reaction – positive, neutral, negative If positive or neutral, directness usually recommended If negative, indirectness usually recommended
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The General Direct Plan
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Preliminary Considerations in Writing Routine Inquiries You are asking for something your reader is likely to grant. Thus, a direct approach is justified.
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The message plan: Body Closing Opening Directness for Routine Inquiries Begin directly with the objective. Either ask a specific question or make a general request for the information. Include any necessary explanation--wherever it fits (as a separate part of the message or worked in with the questions). If a number of questions are involved, give them structure. May number them. Make them stand out. End with goodwill words--something appropriate that fits the indiviaul case.
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Routine Inquiry-- Bad Example Dear Mr. Crifasi: As you will recall, you recently returned merchandise to us. We at Hobsons sincerely hope that this transaction was satisfactory. In fact, we are in the process of making changes which will insure that such transactions are favorably handled. Thus, we would like the answers for some questions about your experiences returning merchandise to us. We’d like to know whether you were served promptly and courteously and whether the adjustment was satisfactory and in accordance with your wishes. Also, we’d like to know whether the salesperson offered assistance to you in selecting other merchandise. You may just write your comments on this letter and return it in the enclosed addressed and stamped envelope. Thanking you in advance for your cooperation, I remain, Sincerely,
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Will you please help us to serve you better by answering the following questions. When you returned merchandise at our store recently: 1. How promptly and courteously were you served? 2. Was the adjustment satisfactory? 3. Did the salesperson offer to assist you in selecting other merchandise? Please write your answers--and any other comments you may wish to make about the service of this store and any other Hobson store--on this letter. Then return it in the enclosed stamped and addressed envelope. We shall be most grateful for your help.
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This note was uploaded on 04/16/2011 for the course BUS 100 taught by Professor Moshiri during the Spring '08 term at UC Riverside.

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MancomSu09-Chp5_final - chapte r M five Writing Good-News...

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