©2007 mcgraw-hill ryerson limited. all rights reserved. module 11 informative and positive messages
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©2007 McGraw-Hill Ryerson Limited. All rights
reserved.
MODULE 11Informative and Positive Messages
©2007 McGraw-Hill Ryerson Limited. All
rights reserved.
Module 11
Skills to• Further analyze business communication
situations
• Organize and write positive messages
• Write informative and positive messages
©2007 McGraw-Hill Ryerson Limited. All
rights reserved.
Module 11 Outline
• How should I organize informative and
positive messages?
• What’s the best subject line for an
informative or positive message?
• When should I use reader benefits in
informative and positive messages?
©2007 McGraw-Hill Ryerson Limited. All
rights reserved.
Module 11 Outline
• What kinds of informative and positive
messages am I likely to write?
• How can the PAIBOC formula help me write
informative and positive messages?
©2007 McGraw-Hill Ryerson Limited. All
rights reserved.
Primary Purposes
• To give information, reassurance or good news
• To have the reader read, understand, and view information positively
• To de-emphasize negative elements
Informative and Positive Messages
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rights reserved.
Informative and Positive Messages
Secondary Purpose
• Build a good image of the writer and the writer’s organization
• Cement a good relationship between the writer and reader
• To reduce or eliminate future correspondence on the same subject
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Organizing Informative and Positive messages
• Give any good news; summarize the main points
• Give details, clarification, and background
Informative and Positive Messages
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Informative and Positive Messages
• Present negative elements as positively as
possible
• Explain any reader benefits
• Use a goodwill ending
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Informative and Positive Messages
Give reader benefits when:•Presenting policies
•Shaping readers’ attitudes
•Stressing benefits presents readers’ motives
positively
•Some of the benefits may not be obvious to
readers
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Informative and Positive Messages
Organization of Confirmations• Be succinct and provide only the shared information
• Indicate that the message is a confirmation, not a new message–as we discussed on the phone yesterday, …
–as I told you yesterday, …
–attached is the meeting schedule we discussed earlier today…
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Subject Lines• Make subject lines specific• Subject: Interview Questions Toni James.
• Make subject lines concise• Subject: Let’s Hire Toni James.
• Make subject lines appropriate for the pattern of organization
Informative and Positive Messages
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Informative and Positive Messages
• Transmittals
• Confirmations
• Summaries
• Adjustments
• Thank-You Notes
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Organization of Transmittal Messages
• Tell the reader what you’re sending
• Summarize the main point(s)
• Indicate special circumstances or
information; e.g., is this a draft
• Tell the reader what will happen next
Informative and Positive Messages
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Organization of Summaries
For internal use, identify:
• Who was present?
• What was discussed?
• What was decided\Who does what
next?
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Organization of Summaries
To summarize a document:
•Who was present?
•What was discussed?
•What was decided\Who does what
next?
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rights reserved.
Organization of Adjustments
When adjusting a price, discount, replacement
or other benefit;
•Do so in the first sentence
•Don’t discuss internal processes
•Don’t write anything that appears grudging
•Give the reason only if it shines a positive light on
• the company
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Organization of Thank-You & Congratulatory Notes
• Thank-you notes are short and prompt,
specific and sincere.
• Congratulation notes are short and prompt,
specific and sincere.
• Thank-you and congratulation notes require
language that isn’t condescending or
patronizing.
©2007 McGraw-Hill Ryerson Limited. All
rights reserved.
PAIBOC Refresher
PP What are your purposes in writing? A Who is (are) your audience(s)? I What information must your message include?
B What reasons or reader benefits can you use to support your position?
O What objections can you expect your reader(s) to have?
C How will the context affect reader response?