Chapter 9 - Crafting Informative and Positive Messages

Question 1

What is the primary purpose of informative and positive messages?

Answer 1

To provide information or good news and reassure the receiver, ensuring they view the information positively.

Example sentence: Sending an email to inform employees about a successful project completion.

Question 2

List two secondary purposes of informative and positive messages.

Answer 2

To build a good image of the sender and the sender’s organization.

Example sentence: Sending a thank you email to clients after a successful event.

Question 3

How do informative and positive messages aim to build a relationship with the receiver?

Answer 3

By cementing a good relationship and de-emphasizing any negative elements.

Question 4

Why is it important to reduce or eliminate future messages on the same subject in informative and positive communications?

Answer 4

To streamline communication and prevent redundancy.

Question 5

How can focusing on benefits in informative and positive messages build goodwill?

Answer 5

By strengthening the connection between the audience and sender and framing the information as beneficial to the audience.

Question 6

What should be considered when deciding whether to focus on benefits in informative and positive messages?

Answer 6

The context, such as the nature of the information, the audience’s attitude, and the obviousness of the benefits.

Question 7

When is it essential to develop benefits in informative and positive messages?

Answer 7

When presenting policies or trying to shape the audience’s attitudes toward the information or organization.

Question 8

What is an effective way to frame benefits for a policy change?

Answer 8

Highlight how the change benefits the audience, even if the primary advantage is for the organization.

Question 9

How can stories or humor be used to enhance informative and positive messages?

Answer 9

By adding emotional context or engaging elements that make the information more memorable and enjoyable.

Question 10

What precautions should be taken when using humor in business communications?

Answer 10

Avoid sensitive topics like politics or religion, and never use humor that could be seen as offensive to any group.

Question 11

How can “informational hooks” in messages create engagement and build goodwill?

Answer 11

By providing value that attracts the audience’s interest, such as discounts, insights, or entertaining content.

Question 12

Why is it important to connect with your audience when addressing complaints or expressing gratitude in business communications?

Answer 12

To show that the organization values the customer or employee relationship and is responsive to their needs.

Question 13

What strategies can be employed to avoid information overload in business communications?

Answer 13

Being concise, focusing on necessary information, and avoiding unnecessary or repetitive communications.

Question 14

How should a business email’s subject line be crafted to effectively convey informative or positive messages?

Answer 14

It should be specific, concise, and reflect the content’s nature, ensuring it captures the reader’s attention and sets the right context.

Question 15

What are some effective strategies for ending informative and positive messages?

Answer 15

Use a goodwill ending that is positive, personal, and forward-looking, or provide clear instructions on where to find more information if needed.

Question 16

What is the first step in organizing informative and positive messages?

Answer 16

Start with the good news or the most important information and summarize the main points.

Example sentence: Begin with a positive statement about the project’s success.

Question 17

What should be included in the details section of an informative or positive message?

Answer 17

Clarifications, background information, and answers to all questions the audience is likely to have.

Additional information: Providing thorough details helps address any potential concerns.

Question 18

How should negative elements be presented in informative and positive messages?

Answer 18

As positively as possible while ensuring they are clear to the audience.

Example sentence: Presenting challenges as opportunities for growth can maintain a positive tone.

Question 19

What is the role of benefits in informative messages?

Answer 19

To show how policies or procedures help the audience, not just the organization, making the benefits clear and convincing.

Additional information: Emphasizing benefits can increase audience engagement and support.

Question 20

What characteristics should a goodwill ending have in informative and positive messages?

Answer 20

It should be positive, personal, and forward-looking, emphasizing the sender’s focus on serving the audience’s needs.

Example sentence: End with a warm expression of appreciation for the reader’s time and attention.

Question 21

What are the three criteria a good subject line must meet?

Answer 21

It must be specific, concise, and appropriate to the type of message.

Example sentence: A subject line like ‘Meeting Agenda for 10/15’ meets all three criteria.

Question 22

How should a subject line be crafted if it cannot be both specific and short?

Answer 22

It should be specific to ensure it accurately reflects the message content.

Example sentence: While longer, a subject line like ‘Important Updates on Project Timeline Changes’ is still specific.

Question 23

Why is it important for a subject line to be specific?

Answer 23

To differentiate its message from others on the same subject and provide a clear context.

Example sentence: A specific subject line helps recipients quickly understand the email’s purpose.

Question 24

How can you ensure a subject line is appropriate for the message’s pattern of organization?

Answer 24

Match the psychological needs of the situation and align with the message’s primary purpose.

Example sentence: Aligning the subject line with the content structure can enhance overall message clarity.

Question 25

What is a practical tip for making email subject lines effective?

Answer 25

Include important information in the subject line to catch the reader’s attention and encourage opening the email.

Example sentence: Using action-oriented language like ‘Action Required: Review Meeting Agenda’ can prompt immediate engagement.

Question 26

What should you do if an informative or positive message is short and contains all necessary information?

Answer 26

Write a goodwill paragraph that is specific to the reader or simply stop without further elaboration.

Example sentence: Concluding with a personalized sentence expressing gratitude can enhance the message’s impact.

Question 27

How can you effectively end a long informative or positive message?

Answer 27

Summarize the basic point to reinforce the message’s purpose and ensure clarity.

Example sentence: Concluding with a concise recap can help readers retain key information.

Question 28

What approach should be taken when ending messages that do not contain all the necessary information?

Answer 28

Direct readers to where they can find additional details or more information.

Example sentence: Closing with a link to a resource page can provide readers with further information.

Question 29

Why should a goodwill ending focus on the business relationship?

Answer 29

To maintain professionalism and ensure the message aligns with the organization’s goals and the reader’s interests.

Example sentence: Ending with a professional tone can strengthen the business relationship.

Question 30

What are some dos and don’ts for writing closing sentences in business communications?

Answer 30

Do focus on clarity and relevance; don’t use clichés like ‘don’t hesitate to call’ which can imply the message is unclear.

Example sentence: Ending with a clear call to action can prompt the reader to take the desired next steps.

Question 31

What is the initial step in organizing a transmittal message?

Answer 31

Clearly state what is being sent and provide a concise summary of the main points.

Example sentence: Begin the transmittal message by identifying the attached document and its purpose.

Question 32

What should be indicated in a transmittal message after the main points are summarized?

Answer 32

Any special conditions or context of the document, such as if it is a draft or a partial document.

Example sentence: Including details on the document’s status can help the recipient understand its importance.

Question 33

What should you specify at the end of a transmittal message?

Answer 33

What actions are expected next, specifying what the reader should do and any relevant deadlines.

Example sentence: Concluding with clear instructions can facilitate a prompt response or follow-up action.

Question 34

What is a crucial consideration when summarizing a document?

Answer 34

Start with the main point, then add supporting details and subsidiary points only if necessary.

Example sentence: Prioritizing key information in the summary can help readers grasp the document’s main purpose quickly.

Question 35

How should a visit or a meeting be summarized for internal communication?

Answer 35

Highlight the main action points or insights from the organization’s perspective, providing an umbrella paragraph to cover and forecast the detailed points made.

Example sentence: Summarizing a meeting with key takeaways can help internal teams stay aligned on important decisions and next steps.