Chapter 7: Routine and Goodwill Messages

Question 1

What is the advantage of using a direct-approach message in business correspondence?

Answer 1

The direct approach speeds up the flow of information and expedites processes such as purchase orders, credit applications, and claims adjustments

Question 2

What is a direct-approach message?

Answer 2

A three-part structure is commonly used in a direct-approach message to guide readers through the message

A direct-approach message is a type of message that presents the main point in the first paragraph, making the purpose clear from the start.

Question 3

How does the preference for direct correspondence differ across cultures?

Answer 3

In high-context cultures like China, Japan, and Arab nations, directness is considered rude.

In Western cultures, a lack of directness is seen as a waste of time.

It is important to weigh the reader’s tolerance for directness and familiarize yourself with local preferences before making requests or responses. A one-size-fits-all approach should be avoided.

Question 4

FIGURE 7.1 Three-Part Structure Writing Plan

Answer 4

Question 5

How can you effectively phrase a request in a direct-approach message?

Answer 5

Phrase your request as a question or a polite command, stating exactly what you want to avoid vague responses

Question 6

Why is it important to give a reason or state the benefit of your request?

Answer 6

Providing a reason or stating the benefit helps justify your request and can be included in the second paragraph if it cannot be incorporated into the opening paragraph.

Question 7

How can you introduce multiple requests or questions in a direct-approach message?

Answer 7

Use a summary statement to politely draw the reader’s attention to the questions that follow.

Question 8

What tips can help you create an effective layout for your direct-approach request?

Answer 8

Use bulleted or numbered lists, incorporate white space around specific details, and emphasize key points using boldface or italics.

Question 9

How should you close a direct-approach request message?

Answer 9

Close in a courteous and efficient manner, focusing on the desired action, expressing goodwill, and showing appreciation. Avoid using canned expressions like “Thanking you in advance

Question 10

What is the key to an effective request for information or action?

Answer 10

An effective request clearly communicates what is required or the compliance sought right at the beginning.

Aim for a tone that is firm yet polite, avoiding being too abrupt or too apologetic and deferential.

Citing the benefits of the requested action can encourage a more favorable reply.

Question 11

How can you elicit relevant information in a request for information?

Answer 11

Pose open-ended questions and, if appropriate, explain how the information will be used.

Question 12

What should be included in the closing paragraph of a request for information or action?

Answer 12

The closing paragraph should refocus the request, mention the specific reader and the request, indicate the desired compliance deadline if necessary, and express appreciation for compliance.

Question 13

What details should be included in an order request for merchandise?

Answer 13

An order request should include specific product names and descriptions, quantities, order numbers, unit and total prices, desired method of shipment, preferred date of delivery, method of payment, applicable taxes, and the delivery address if different from the billing address.

Question 14

How can careful formatting enhance an order request for merchandise?

Answer 14

Using tabulation, tidy columns, and white space in a list format can create a readable summary of details about multiple items, and aligning dollar figures adds clarity.

Question 15

What should be mentioned in the closing of an order request for merchandise?

Answer 15

The closing should include special instructions, specify the payment method, refer to credit agreements or enclose a cheque, specify the expected delivery date, and express appreciation for the order processing.

Question 16

FIGURE 7.3 Improved Information Request

Answer 16

Question 17

FIGURE 7.4 Sample Order Request (in simplified style)

Answer 17

Question 18

What type of letter is written by a customer seeking a correction of a problem or compensation?

Answer 18

The letter written by a customer seeking a correction of a problem or compensation is called a claim.

Question 19

What should be the focus when writing a claim letter?

Answer 19

The focus should be on providing details the company needs to assess the problem and motivating the reader to work on the customer’s behalf to grant the desired adjustment.

Question 20

How should a claim letter be approached in terms of tone?

Answer 20

It is important to refrain from adopting a complaining or accusatory tone. Instead, focus on explaining why the claim is justified and provide logical and specific explanations

Question 21

What should be included in the ending of a claim letter?

Answer 21

In the ending of a claim letter, restate the requested action, express confidence in the settlement of the claim, and, if a speedy response is required, end-date the request. It is also advisable to keep a copy of the letter for record-keeping purposes.

Question 22

What are some key points to consider when drafting a request letter?

Answer 22

Ensure that the request is phrased positively, straightforward, and specific.

State the purpose at the beginning of the letter instead of embedding it.

If there are multiple requests, introduce them with a summary statement and present them individually in a numbered or bulleted list.

Keep the number of questions to a minimum and make them specific and concise.

Select details that will facilitate a prompt and complete response.

Provide clear instructions and a deadline for the response, along with appropriate contact information.

Finally, express appreciation to the reader for their response

Question 23

FIGURE 7.6 Effective Claim

Answer 23

Question 24

What are the key qualities of an effective response?

Answer 24

An effective response is prompt, informative, and gets straight to the point.

A prompt response demonstrates that the request is taken seriously, builds goodwill, and gives a positive impression of the person, department, and company

Question 25

What should be the focus of a routine response?

Answer 25

A routine response should provide focused details of a decision, answer, or action so that readers can make informed decisions, follow through, or understand what happens next.

Question 26

How should a response begin?

Answer 26

Begin with good news or the most important piece of information. If you can provide what the reader has requested, mention it in the first sentence.

Question 27

What should be kept in mind when writing a response?

Answer 27

Determine if you are the right person to handle the response and refer the request to the appropriate person if necessary. Anticipate the information the reader may need and ensure that your response aligns with your company’s ethical guidelines and legal considerations.

Question 28

How should an information response be structured?

Answer 28

In an information response, the requested information should be provided first without the need for an introduction. It is important to avoid clutter and directly supply the relevant information

Question 29

What might be required when writing a complete and useful response to an information request?

Answer 29

Writing a complete and useful response may involve interpreting complex facts and statistics, as well as anticipating additional questions that readers may have even after their initial inquiries are answered.

Question 30

FIGURE 7.8 Effective Information Response

Answer 30

Question 31

What is the purpose of using personalized form letters?

Answer 31

Personalized form letters allow you to deliver routine information without the need for retyping, by merging your document with a mailing list and using variable data fields to insert recipient-specific information

Question 32

How can personalized form letters save time and money?

Answer 32

Well-written form letters provide a way to save time and money by efficiently sending order acknowledgments, requesting action from customers and suppliers, and supplying answers to frequently asked questions (FAQs).

Question 33

What should be the focus of an effective order acknowledgement?

Answer 33

An effective order acknowledgement should be upbeat, efficient, and concise. It should inform the customer that the shipment is on its way and provide details about the shipment and the purchased items, emphasizing their features and benefits.

Question 34

How should an order acknowledgement be closed?

Answer 34

The order acknowledgement should be closed pleasantly, expressing appreciation for the reader’s business and including a forward-looking, personalized remark that indicates the intention to serve the customer again.

Question 35

What is the purpose of a confirmation message?

Answer 35

The purpose of a confirmation message is to summarize and clarify the terms of an agreement, an action or transaction, a decision, or arrangements for a future event. It ensures that all parties involved have a shared understanding and helps avoid confusion or disputes.

Question 36

What is the purpose of a claim response or claim adjustment?

Answer 36

The purpose of a claim response or claim adjustment is to inform the customer that their claim has been successful, explain how the company intends to rectify the problem or resolve the complaint, and rebuild customer relations and goodwill.

Question 37

What should be avoided when granting a claim adjustment?

Answer 37

When granting a claim adjustment, it is important to avoid alibis, excuses, and admissions of negligence that could be used against the company in legal proceedings.

Question 38

What should be included in the closing of a claim response?

Answer 38

In the closing of a claim response, express anticipation for a continuing business relationship and build on the goodwill that has been re-established through the explanation provided.

Question 39

What are some important considerations when writing response letters?

Answer 39

Consider if you have the knowledge and authorization to handle the response. Respond as promptly as possible.

If a request was referred to you, notify the letter writer and clearly state why someone else is answering the inquiry.

Ensure the response gives the good news or answers the reader’s most important question.

Provide a complete response that meets the reader’s needs, discloses appropriate information, answers questions in the order they were asked, cites reader benefits, and reflects goodwill and good business practices

Question 40

What is the purpose of goodwill messages?

Answer 40

Goodwill messages show that you care about the reader and go beyond just focusing on profit. They can express gratitude, share sorrow in loss, and celebrate achievements. Goodwill messages enhance relationships and demonstrate good business etiquette.

Question 41

What are some key characteristics of effective goodwill messages?

Answer 41

Effective goodwill messages should be

personal,

including individualized details that make them meaningful.

They should be sent promptly to show care and should be spontaneous, short, and sincere, avoiding clichés and instead imagining what the reader would appreciate hearing.

Question 42

What should be included in a thank-you letter?

Answer 42

In a thank-you letter, start by thanking the reader for what they have done, given, or provided. Include a few details about the benefits you derived and why you are grateful.

If it’s for hospitality, compliment your host; for a gift, explain your appreciation and how you will use it; for a favor, state what it means to you.

Close with a goodwill or forward-looking remark, such as a compliment, further thanks, or good wishes.

Expressing gratitude in a thank-you letter is important as it acknowledges the kindness and generosity of the recipient. It strengthens relationships, shows appreciation, and helps maintain goodwill.

Question 43

What is the purpose of a letter of congratulations?

Answer 43

The purpose of a letter of congratulations is to express happiness at the reader’s good fortune or accomplishment.

Question 44

What should be avoided when writing a letter of congratulations?

Answer 44

It is important to avoid patronizing language or statements that might suggest the honor or achievement is undeserved. Instead, use words that correspond to the occasion and show genuine shared happiness

Question 45

What is the purpose of a letter of sympathy?

Answer 45

A letter of sympathy is written in response to someone’s loss and serves to express sadness, offer sympathy, and let the reader know that you are ready to provide support

Question 46

What should be included in a letter of sympathy?

Answer 46

In a letter of sympathy, refer to the loss and your reaction to it in a tactful manner. If you knew the deceased, recall positive attributes that they will be remembered for. Offer personal help or business-related assistance. Keep the message brief and sincere, as the reader may find it difficult to absorb a long letter.

Question 47

What is the recommended approach for sending a letter of sympathy?

Answer 47

A letter of sympathy should be handwritten and sent as soon as possible after learning about the bereavement.

Question 48

What is the purpose of informative letters?

Answer 48

Informative letters serve the purpose of providing important and relevant information to the reader, such as explaining what something is or keeping them updated on changing policies, personnel, or circumstances.

Question 49

What is the approach for delivering announcements in a letter?

Answer 49

When delivering positive or neutral news in an announcement letter, use the direct approach by providing the most important news first and then clarifying details that address potential reader questions.

It is important to present any negatives clearly but in a positive light. Highlight reader benefits, such as new products or updated policies.

Question 50

What is the purpose of cover or transmittal letters?

Answer 50

Cover or transmittal letters accompany materials being sent to someone inside or outside an organization, such as reports, proposals, or shipments of materials. They identify what is being sent and provide a reason for sending it. These letters serve as a permanent record of the exchange of goods or information.

Question 51

What should be included in a cover letter?

Answer 51

When writing a cover letter, identify what is being sent and briefly summarize the attached document or describe the enclosed materials. Point out important details and sections of particular interest.

Provide instructions on how to use the materials and offer further assistance. If action or a response is expected, state what will be done or what the reader should do, and include any necessary deadlines.

Question 52

How can a cover letter be closed in a friendly or helpful way?

Answer 52

The cover letter can be closed by inviting the reader to examine the materials carefully and provide feedback or suggestions if needed. If action or a response is expected, provide instructions on how to proceed. Close in a friendly or helpful manner, expressing appreciation and setting expectations for future actions or deliveries.

Question 53

What is the difference between instructions and directives?

Answer 53

Instructions explain a process, activity, or operation to the average reader, while directives share important information about what employees must do as a result of changes in regulations, policies, or day-to-day procedures. Instructions help readers understand and perform tasks, while directives provide guidance on specific actions to be taken

Question 54

What is the purpose of instructions and directives?

Answer 54

Instructions and directives help organizations ensure compliance with new procedures, regulations, and technological developments.

They promote legal, ethical, and safe work practices, as well as effective adoption of new technologies. These routine messages help avoid costly mistakes and support competitiveness and responsible work practices.

Question 55

What are the key steps in writing effective instructions?

Answer 55

The key steps in writing effective instructions include:

Understanding the procedure well enough to explain it,

assessing the audience’s familiarity and adjusting technicality and explanation accordingly,

including an introduction, equipment and materials list,

step-by-step description,

and conclusion.

Procedural purpose should be explained, information should be organized in short, numbered steps with action verbs, warnings should be given where mistakes can lead to damage or injury, visuals can be used to reinforce descriptions, and the outcome the procedure aims to achieve should be emphasized.

Question 56

What are some key considerations when writing goodwill and informative messages?

Answer 56

Key considerations include getting to the point immediately, summarizing key information or requests in the first sentence, making specific requests instead of implying them, using lists when appropriate, supplying all necessary details for readers to take action, disclosing only relevant information, and end-dating requests for action or information if follow-up is required.

Question 57

FIGURE 7.17 Characteristics of good instructions

Answer 57

Question 58

What is the importance of letter balance and placement?

Answer 58

Letter balance and placement refer to the vertical and horizontal alignment of the letter on the page. A professional-looking letter should be centered both vertically and horizontally, creating a balanced appearance. Adequate margins provide a frame of blank space around the text.

Ragged right margins, where lines end unevenly on the right side, are generally easier to read than fully justified margins. Checking the letter’s proportions using preview or full-page features can ensure a well-proportioned appearance.

Question 59

What are the common letter styles and layouts?

Answer 59

The most common formats or styles for business letters are full block, modified block, and simplified formats.

Full block style aligns all elements (date, address, salutation, body, and closing) to the left margin.

Modified block style aligns the date, closing, and signature to the right of the center, while the rest of the elements are aligned to the left margin.

Simplified format is a more casual and concise style that omits salutation and uses a subject line instead.

It’s important to be familiar with all three styles to use them accurately when needed.

Question 60

What are the guidelines for formatting envelopes according to Canada Post?

Answer 60

According to Canada Post guidelines for formatting envelopes:

On envelopes without a pre-printed return address, the return address should be formatted in the same way as the destination address and located in the upper left-hand corner.
In both the return address and the address block, the municipality, province or territory, and postal code should appear on the same line.
Postal codes should be printed in uppercase, with the first three elements separated from the last three by one space.
For international letters, adjust the address content as necessary (e.g., state instead of province or territory), and provide the full name of the country on a separate line at the end of the address block.
Affix the stamp(s) in the upper right-hand corner.

Question 61

What are the key parts of a professional business letter and their functions?

Answer 61

The key parts of a professional business letter and their functions include:

Return Address: Identifies the sender’s address for correspondence purposes.

Date: Indicates the date the letter is written.
Inside Address: Includes the recipient’s name, title, company name, and address.

Salutation: Greets the recipient.

Body: Contains the main content of the letter, including the purpose, information, or request.

Closing: Concludes the letter and may include a closing phrase or courteous remark.

Signature: Displays the sender’s name and may be followed by their job title or contact information.

Enclosure or Attachment Notation: Indicates that additional documents are included with the letter.

Postscript (P.S.): Optional addition after the signature to add a brief note or emphasize a point.

Question 62

What are the formatting guidelines for a professional business letter?

Answer 62

Use a standard format, such as full-block style, modified-block style, or simplified style.

Double space between elements (e.g., date, inside address, salutation) and single space within paragraphs.

Follow proper margins (typically 1 inch or 2.54 centimeters).

Align the text to the left margin, except for the modified-block style where the date, closing, and signature are aligned to the right of the center.

Use a professional font and font size (e.g., Times New Roman, 12pt).

Use proper grammar, punctuation, and spelling.

Proofread the letter before sending to ensure accuracy and clarity.