class 4: positive and neutral messages: direct writing startegies Flashcards
what are business letters
High priority messages
encourage product feedback
project favorable image
creates opportunities for future business
it is a way of building research
to whom do business letters go to
customers
suppliers
government agencies
other businesses
what are the advantages of business letters
permanent record
sense of confidentiality and formality not possible with email (most important)
deliver contracts, explain terms, negotiate agreements, answer vendor questions and maintain customer relations
can persuade people to change their actions, beliefs, or try new products
what is the most important in writing requests
opening and closing sentences
opening of request (email)
subject line has to be clear and appealing
give salutations
start with main idea
ask question or issue polite command (It remains concise)
avoid long explanations before main idea*****
correct business letter format
Block style is gyuer boyyy
letter is centered and framed with white margins
body of written request (email)
explain the purpose and provide necessary detail
ask questions in bullet or numbered form
ask questions logically and open ended to get more info
focus on reader benefits*****
closing of written request (email)
state politely what action to be taken
set an end date
show appreciation
make it easy for reader to comply
provide name (and maybe rank)
give phone number to contact me
explain why they must contact me
also give availability
requesting info or action (direct)
open by stating main idea
explain/justify request
request action in closing
responding to requests (direct)
open directly
supply additional info
conclude with cordial statement
reacting to customer comments online, how to do so?
have to read social media comments and shit
has to benefit customers
has to prevent problems from snowballing
has to reflect positively on your company
be positive
be honest
be transparent
be helpful
never make anything personal
be positive, honest, transparent and helpful
opening of direct claims and complaints
use compliment
clear statement of problem and when solution is obvious, state it live
when its less obvious, state your goal
body of direct claims and complaints
explain the problem and justify your claim
provide details objectively and concisely
state facts logically and unemotionally
avoid anger or blaming
include names, dates and pertinent documents if there are any
concluding direct claims and complaints
end courteously with tone of goodwill
summarize action request
request specific action
set end date
always keep copy of message and act promptly
Characteristics of goodwill messages
Selfless: Focus solely on receiver
Specific: mention specific incidents or characteristics of receiver
sincere: show genuine feeling
spontaneous: keep it fresh and enthusiastic
Short: accomplish purpose in a few sentences
open directly with purpose of message
make sure every sentence relates with receiver with enthusiastic praise (personalize it with specific references)
spotlight reader’s talents
conclude with gratitude
make it sound warm and conversational (repeat names they looove it)
reporting in the work place, what do you have to do?
keep management informed about work progress
help management understand and study business challenges
what are the basic report functions and types
informal reports
analytical reports
informational reports
present data without analysis or recommendation
collect and organize facts but do not analyze them
intro, background
facts and findings
summary
analytical report
provide data or findings, analysis and conclusions
may intend to persuade readers to act or change
intro/background
conclusions/recommendations
facts/findings
discussion/analysis
audience analysis and report organization
if readers are informed
if readers are supportive
if readers are eager to have results first
what pattern do you use
the direct pattern
direct strategy
identify the problem or need briefly
announce the recommendation or solution using action verbs
explain more fully benefits of recommendation or steps to solve a problem
include a discussions of pros, cons, and costs
conclude with recommendation and action to be taken. include the dollar or money sign cause people love money boyyy
audience analysis and report organization
if readers need to be educated
if readers need to be persuaded
if readers may be disappointed
what pattern should you use
the indirect pattern
the indirect strategy
make general reference to the problem in the subject line
not a recommendation
describe problem or need fulfilled by recommendation
use specific examples, stats and/or quotes
discuss alternative solutions, beginning with least likely to succeed
present the most promising alternative recommendation last
show how the advantages of recommendation outweigh disadvantages
put buffer in beginning to not saw bad news first
bar charts
make visual comparisons
compare related items
illustrate changes in data over time
show segments as part of wholes
illustrates change over time
pie charts
pie charts show a whole 100% of proportion of components
distinguish wedges with colours
keep all labels horizontal
great for visual comparison
4 to 6 segments
if too many segments, say other in last one
incorporating graphics in reports, how can
evaluate the Audience
introduce a graph meaningfully
choose appropriate caption or title style
be accurate and ethical
don’t overuse graphics
it adds to your story
analyzing data
making sense of massive amounts of data is harder than finding them
looking for meanings
relationships and making links
answer to research questions
conclusion of data
explain what data is saying
recommendations of data
explain actions to solve problem
how to organize data
prioritize reader comprehension
time (chronologically)
component (classifications: location, geography, division or product)
importance: most important to least important or vice versa
intro of informational report
begin directly
identify report’s purpose
provide overview of report’s organization
supply brief background details
divide topic into segments
discuss the purpose and significance of the report
preview the main points and order of developments
body of informational report
arrange the subtopics logically and organize it by:
time
component
importance, criteria, or some other method
use clear headings (min 1 or 2 per page)
concluding informational report
briefly summarize the main points and discuss what action will follow
offer concluding thought
if necessary, explain willingness to provide further info
use of headings in reports
highlight major areas
help see big picture at first glance
break up large chunk of text
what does a a business letter offer than an email does not
sense of confidentiality and formality
components of business letter (Direct)
The Date
Inside address
salutation opening
Body
Complimentary close
name of organization author's name reference initials
all of which are set flush left on the page
alsooo:
gotta be polite
sign also your name
go by the last name of the dude
extra tips for formatting a letter***
start date 5 cm from the top
side margins 2.5 to 3.5 cm (depending on length and format)
single space for body, but double space for paragraphs
left justification
why customer complaints can be an advantage?
embrace customer comments to improve
gain real time feedback
what does it mean to be transparent when answer to customer complaints?
humanizing the business
stating name and position
what does it mean to be positive when answer to customer complaints?
be upbeat
correct mistakes politely
don’t argue
what does it mean to be honest when answer to customer complaints?
own up to mistakes
inform how problem will be solved
extra tips for claims
enclose documents supporting claim
show how your claim is valid and the others have responsibility
in closing, say you still wanna do business
how is reporting in the workplace presented
digitally or in PDF
range from informal bulleted list to 200 page financial reports
internal or external documents
what should you not do with margins when designing better documents
do not right justify them
