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Chapter 8 - Writing Routine & Positive Messages


Three Step Writing Process. Plan Your Message: analyze the situation, gather information, select the right mediumWrite Your Message:

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Writing Routine Positive Messages

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Chapter 8 l.jpg

Chapter 8

Writing Routine & Positive Messages


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Three Step Writing Process

  • Plan Your Message: analyze the situation, gather information, select the right medium

  • Write Your Message: “you” attitude, remain neutral

  • Complete Your Message: brief, straightforward, proofread, revise, distribute.


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Routine Requests

  • Writing routine requests consist of:

    • State Your Request - pay attention to tone, assume the audience will comply and be specific.

    • Explain/Justify Your Request – ask the most important questions first, ask only relevant questions, deal with only one topic per question.

    • Request Specific Action – close the message with a specific request for action, express your gratitiude.


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Examples of Routine Messages

  • Answering requests for information

  • Granting claims and requests for adjustments

  • Providing recommendations

  • Announcing good news

  • Fostering goodwill


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When writing routine messages:

Start with the main idea:

Routine Message Rules


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When writing a routine message:

Provide necessary details & explanation

End with a courteous close

Routine Message Rules


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Granting Claims/Adjustments

  • Whenever you communicate about a mistake, do it carefully.

    • Acknowledge receipt of the customer’s complaint

    • Take personal responsibility

    • Sympathize with the customer’s inconvenience

    • Explain precisely how you have resolved the issue

    • Take steps to repair the relationship

    • Follow up to verify


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Granting Claims when the Customer is at Fault

  • When the customer is at fault, you can choose to either:

    • Refuse the claim and attempt to justify your refusal.

    • Simply do what the customer asks.


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Writing Recommendations

  • When writing a recommendation, include the following details:

    • The candidate’s full name

    • The position or other objective the candidate is seeking.

    • The nature of your relationship

    • An indication of whether you are answering a request from the person or taking initiative

    • Facts of evidence relevant to the candidate

    • A comparison of this candidate’s potential with that of his/her peers.

    • Your overall evaluation of the candidates suitability.