Module 7: Composing Informative and Positive Messages Flashcards
What Are the Purposes of Positive Messages?
Besides providing information, “good news” messages build relationships.
Why Do I Need to Know How to Organize Messages?
Form follows function: The way you organize your message shapes how your audience reacts to it.
What Kinds of Informative and Positive Messages Will I Write?
You will likely write acceptances, confirmations, summaries, instructions, complaint responses and adjustments, and thank-you notes.
How Do I Organize Informative and Positive Messages?
Consider your audience’s needs: Put the good news and a summary of the information first.
When Do I Emphasize Reader Benefits?
Emphasize reader benefits when you want readers to view your policies and your organization positively.
How Do I Write Good Subject Lines for Informative or Positive Messages?
The best subject line contains the basic information or good news.
A good subject line meets three criteria:
it is specific, concise, and appropriate to the message function (positive, negative, persuasive)
How Can PAIBOC Analysis Help Me Write Informative and Positive Messages?
PAIBOC analysis helps you identify a reader-centred organizational pattern and the information you should include.
The best customer management relations practices include
(1) acknowledging a complaint and (2) finding a solution.
Good positive-message subject lines
Tell readers why they need to read the document
Provide a framework or context for what you’re about to say
Help in filing and retrieving the document
