chapter 8,good news and neutral messages

Chapter 8Chapter 8

Good-News and Neutral Good-News and Neutral MessagesMessages

Good-News and Neutral MessagesGood-News and Neutral Messages

What is Good-News and Neutral MessageWhat is Good-News and Neutral Message

A message that will receive favorable response or neutral reaction A message that will receive favorable response or neutral reaction from your reader is usually easy to write because such messages from your reader is usually easy to write because such messages tells your reader something pleasant or offer usual information.tells your reader something pleasant or offer usual information.

These messages are generally organized by the direct approach-These messages are generally organized by the direct approach-

also known as good-news planalso known as good-news plan

Good-News and Neutral MessagesGood-News and Neutral MessagesObjectives of this chapterObjectives of this chapter

The chapter suggests an effective organizational plans for favorable replies and The chapter suggests an effective organizational plans for favorable replies and neutral messages and discuss the following kinds of letters and memoranda you can neutral messages and discuss the following kinds of letters and memoranda you can organize with this plan:organize with this plan:

Favorable RepliesFavorable Replies

Answering inquiriesAnswering inquiries Granting requests for adjustmentGranting requests for adjustment Approving CreditApproving Credit Acknowledging ordersAcknowledging orders Granting favors and other requestsGranting favors and other requests Job acceptance lettersJob acceptance letters Goodwill messages: appreciation, congratulation, and condolence lettersGoodwill messages: appreciation, congratulation, and condolence letters

Neutral MessagesNeutral Messages

Announcements about:Announcements about:Sales and eventsSales and eventsProcedures, policies, and responsibilitiesProcedures, policies, and responsibilitiesHonors and activities of peopleHonors and activities of people

TransmittalsTransmittals


Organizational Plan for Good-News and Neutral MessageOrganizational Plan for Good-News and Neutral Message

1.1. First: First: Best news or main ideaBest news or main idea

2.2. Middle: Middle: Explanation, with one or more following, when Explanation, with one or more following, when appropriate: all necessary details, educational informattion, appropriate: all necessary details, educational informattion, resale, sales promotion.resale, sales promotion.

3.3. Last: Last: Positive, friendly ending, with a clear statement of action Positive, friendly ending, with a clear statement of action desired, motivation to action, willingness to help further, desired, motivation to action, willingness to help further, appreciationappreciation


Favorable Replies:Favorable Replies:

To help build goodwill, a progressive organization replies to all reasonable To help build goodwill, a progressive organization replies to all reasonable requests courteously, hopefully, and promptly. The different type of requests courteously, hopefully, and promptly. The different type of favorable replies are as follows:favorable replies are as follows:

1.1. Answering inquiries:Answering inquiries: Among most frequent non-sales-related Among most frequent non-sales-related inquiries are requests for information about personal and credit inquiries are requests for information about personal and credit applicants.applicants.

1.1. Granting Requests for Adjustment:Granting Requests for Adjustment: An adjustment letter is the An adjustment letter is the reply to a complaint (called a claim letter)reply to a complaint (called a claim letter)

1.1. Approving Credit:Approving Credit: The message telling the customer that you are The message telling the customer that you are granting often includes all parts of the basic news plan-best news granting often includes all parts of the basic news plan-best news first and then terms, resale, sales promotion and appreciation.first and then terms, resale, sales promotion and appreciation.

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4.4. Acknowledging Orders:Acknowledging Orders: An acknowledgement performs several An acknowledgement performs several important function. It let buyers know that the order has been important function. It let buyers know that the order has been received, is appreciated, and is given attention.received, is appreciated, and is given attention.

5.5. Granting Favors and Other Requests:Granting Favors and Other Requests: A letter showing your A letter showing your granting favor by serving a committee, speaking at a convention, granting favor by serving a committee, speaking at a convention, donating money, or lending your firm’s equipment without charge, donating money, or lending your firm’s equipment without charge, good news plan is best to use.good news plan is best to use.

6.6. Job Acceptance Letters: A job acceptance letter is generally a Job Acceptance Letters: A job acceptance letter is generally a short and expresses your enthusiasm for the position offered. short and expresses your enthusiasm for the position offered.


7.7. Goodwill Messages: Goodwill messages are different from the Goodwill Messages: Goodwill messages are different from the usual business documents in that they express feelings rather usual business documents in that they express feelings rather than information or persuasion, and therefore are little bit different than information or persuasion, and therefore are little bit different in writing.in writing.

( Although it may be tempting to send printed cards, it is always more ( Although it may be tempting to send printed cards, it is always more personal and meaningful to recipients to send a written note of personal and meaningful to recipients to send a written note of appreciation, congratulations, or sympathy)appreciation, congratulations, or sympathy)

Types of Goodwill MessagesTypes of Goodwill Messages

Letter of AppreciationLetter of Appreciation Letter of CongratulationLetter of Congratulation Letter of CondolenceLetter of Condolence


Letter of Appreciation:Letter of Appreciation: Thank you notes should be written whenever Thank you notes should be written whenever someone does a favor or when an action deserves praise. These notes may someone does a favor or when an action deserves praise. These notes may be written to customers for their orders, to colleagues for their support, and be written to customers for their orders, to colleagues for their support, and to individuals for any special favor they have done for you or for your to individuals for any special favor they have done for you or for your company. company.

Letter of Congratulation:Letter of Congratulation: Congratulatory notes should be sent for business Congratulatory notes should be sent for business and personal achievements and milestones. As in letters of appreciation, and personal achievements and milestones. As in letters of appreciation, they should use the good-news organizational plan and focus on reader.they should use the good-news organizational plan and focus on reader.

Letter of Condolence:Letter of Condolence: Expression of sympathy to someone who has Expression of sympathy to someone who has experienced grief or misfortune are difficult to write and demand special experienced grief or misfortune are difficult to write and demand special sensitivity on the part of writer.sensitivity on the part of writer.


Neutral Messages:Neutral Messages: The neutral messages are The neutral messages are unsolicited messages. The are either announcements or unsolicited messages. The are either announcements or transmittals.transmittals.

1.1. Announcing Sales and Events:Announcing Sales and Events: Luncheon, conference, Luncheon, conference, celebration, meeting, or other function about which you need celebration, meeting, or other function about which you need merely to inform you reader.merely to inform you reader.

2.2. Announcing Procedure, Policies, and ResponsibilitiesAnnouncing Procedure, Policies, and Responsibilities: Some : Some businesses use “directives” to announce to employees official businesses use “directives” to announce to employees official statements of company policies, procedures and employees statements of company policies, procedures and employees responsibilities.responsibilities.

• They may cover a wide variety of topics, ranging from assigned They may cover a wide variety of topics, ranging from assigned parking spaces and office hours to policies about salary increases, parking spaces and office hours to policies about salary increases, retirement benefits, overtime and treatment of customers.retirement benefits, overtime and treatment of customers.


3.3. Announcing Honors and Activities of People:Announcing Honors and Activities of People: To inform To inform employees and customers about promotions, awards, honors, employees and customers about promotions, awards, honors, new appointments, retirements, and other recognition-deserving new appointments, retirements, and other recognition-deserving activities of various persons, it is recommended to send activities of various persons, it is recommended to send announcementsannouncements


Transmittal:Transmittal: A transmittal is a letter or a memo that simply sends a A transmittal is a letter or a memo that simply sends a document to the reader.document to the reader.

Transmittals are also called “covering letters” have many uses.Transmittals are also called “covering letters” have many uses.

They range from 5- to 10-line notes to lengthy official letters that They range from 5- to 10-line notes to lengthy official letters that accompany, explain, or justify documentsaccompany, explain, or justify documents

For routine business to consumers, employees, or other persons, a For routine business to consumers, employees, or other persons, a cordial short note is sufficient to transmit one or more items such as cordial short note is sufficient to transmit one or more items such as check, policy, passbook, warranty deed, or map.check, policy, passbook, warranty deed, or map.

Transmittal that accompany official documents, bid, applications, Transmittal that accompany official documents, bid, applications, proposals, or formal reports should be carefully worded letters.proposals, or formal reports should be carefully worded letters.

End of End of

Chapter 8Chapter 8

chapter 8,good news and neutral messages

Education

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