writing routine,good-news and goodwill messages

PRESENTED BYTAUSIF AHMADMBA (PHARMA)

1ST SEMESTER 2009-11

Three-step writing processThree-step writing process

Planning Writing Completing

Analyze SituationAnalyze Situation

Gather InformationGather Information

Select MediumSelect Medium

Get OrganizedGet Organized

ReviseRevise

ProduceProduce

ProofreadProofread

DistributeDistribute

Analyze the Audience

Analyze the Audience

Composethe MessageCompose

the Message

Making routine requests Request for something needed Normal course of business

Mildly bad news Not upsetting

Anticipate audience to comply Most letters, memos, emails

Routine request strategyRoutine request strategyState the requestPractice Courtesy

Explain and justifyImportant Questions

Close the messageSpecific Request

Assume Compliance Relevant Questions Contact Information

Be Specific One-Topic Questions Appreciation/Goodwill

Types of routine requests1. Information and Action

a. What do you want to knowb. Why do you want to knowc. Why is it in the reader’s interest to help you

2. Making Claims and Requesting Adjustmentsa. Put your claim in writingb. Be honestc. Document claim with copies of invoices, sales receipts, canceled checks,etc.d. Don’t take frustration out on employeese. Assume that a fair adjustment will be made

3. Requesting Recommendations and Referencesa. When asking someone to write a letter of recommendation,provide the person with dates, events, personal data, etc.b. Never give a person as reference without first asking permission.

Strategy for routine replies/positive messages1. Instead of This

a. I am pleased to inform you

b. No, we no longer carry that line of clothing.

2. Write Thisa. Congratulations!

b. We now have a new line of clothing that has replaced the item you asked about

Making claims and requesting adjustments. State the Problem

a. Document your dissatisfaction

2. Offer Details and Explanationa. Invoices, sales receipts, cancelled checks, etc.

3. Propose Specific Action or Solution

Granting Claims and Requests for Adjustments1 When your Company is at fault

a. Do not blame individuals and/or departmentsb. Avoid excusesc. Never promise it’ll never happen againd. State that the error was an unusual incident!

2 When the Customer is at faulta. Refuse the claim and justify actions.b. May lose the customerc. May lose other customers through unhappy customerd. Or, honor the customer’s request

Granting Claims and Requests for Adjustments

When a Third Party is at Fault1 Honor the claim (most used)

a. Use good news letter

2 Honor the claim, but explain that you’re not at faulta. Use good news letter; stress your explanation

3 Refer the claimant to the third party (usually bad choice)a. Not satisfying the customer’s need.b. May use bad-news message

References and Recommendations

1 Letter should contain:a. Full name of candidateb. Job or benefit being soughtc. Nature of relationship with candidated. Facts relevant to the position or benefit soughte. Overall evaluation of the candidate's suitability for the job or

benefit

2 Shortcoming: (beware of being libelous)a. Include only relevant, factual informationb. Avoid value judgmentsc. Balance criticisms with favorable points

Recommendations

State the request

Support your request

Provide a résuméésumé

Express appreciationExpress appreciation

Provide instructionsProvide instructions

Claims and AdjustmentsStay professional

Expect a fair adjustment

Document all correspondenceState the problem

Offer details and explanations

Propose a specific action or solution

Routine Replies and Positive Messages

Start with the main idea

Provide details and explanations

End with a courteous close

Types of Routine Replies and Positive Messages

Requests for information or actionGrants of claims and requests for adjustmentRecommendationsInformative messagesGood-news announcementsGoodwill messages

Requests forInformation and Action

The direct approach

Prompt

Gracious

Thorough

Claims and Requestsfor AdjustmentWho is at fault?

The company

The customer

A third party

Good-News Announcements

EmploymentEmploymentOffersOffers

EmploymentEmploymentOffersOffers

News News ReleasesReleases

News News ReleasesReleases

Careful Careful WordingWordingCareful Careful WordingWording Legal AdviceLegal AdviceLegal AdviceLegal Advice RelevantRelevant

InformationInformationRelevantRelevant

InformationInformationPublicPublic

RelationsRelationsPublicPublic

RelationsRelations

Direct ApproachDirect ApproachDirect ApproachDirect Approach

Sending Goodwill Messages Be sincere and

honest

Congratulations

Appreciation and

Condolence