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Editing Messages

Editing Messages. Readability. Number of words per sentence / number of sentences Number of long words / total words Three or more syllables Add two numbers Multiply by .4 Gives you reading grade level. Audience Reading Levels. General business messages – 8 th – 11 th grade

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Editing Messages

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  1. Editing Messages

  2. Readability • Number of words per sentence / number of sentences • Number of long words / total words • Three or more syllables • Add two numbers • Multiply by .4 • Gives you reading grade level

  3. Audience Reading Levels • General business messages – 8th – 11th grade • Wall Street Journal – 10th – 11th grade

  4. MS Word Calculations • Flesch Readability Test The Flesch Reading Ease Scale measures readability as follows: 100 Very easy to read. Average sentence length is 12 words or less. No words of more than two syllables. 65 Plain English. Average sentence length is 15 to 20 words. Average word has two syllables. 0 Extremely difficult to read. Average sentence length is 37 words. Average word has more than two syllables.

  5. Flesch-Kincaid Index This index computes readability based on the average number of syllables per word and the average number of words per sentence. The score in this case indicates a grade-school level. For example, a score of 8.0 means that an eighth grader would understand the document. Standard writing approximately equates to the seventh- to eighth-grade level.

  6. Positive or Neutral Messages AOS 272

  7. Purpose • Convey pleasant, favorable, or neutral information • Build goodwill and positive relationships • Request information that the reader can easily provide

  8. Types of Messages • Inquiries • Request approvals • Announcements of sales, new products • Announcements of positive information about staff or company • Requests for recommendations • Routine claims

  9. Approach • Use the “Direct Plan” • Put good news first

  10. Planning Questions • What is the most favorable information? • How will this information benefit the reader? • What additional information will the reader need? • Would a sales appeal be appropriate for this message? • What message can be used to build goodwill?

  11. The Direct Plan • Opening • Explanation or details • Request for action and friendly close

  12. Opening • Give the positive information • Be optimistic • Provide coherence (background) • Use emphasis techniques (short) • Stress receiver interests and benefits • Use courteous tone • Be specific

  13. Explanation • Additional information • Objective and factual • Concise • Positive • Reader benefits

  14. Friendly Close • Build goodwill • Personalized • Concise and positive • Clear statement of action requested or deadline • Express appreciation • Contact information

  15. Situation • Tell your customer that their credit has been approved and construction of their custom home will begin in two weeks.

  16. Goodwill Messages

  17. Purpose • Show concern and interest • Strengthen relationships • Convey message of caring

  18. Types of Goodwill Messages • Congratulations • For accomplishments or achievements • Sent to individuals or organizations • Personal and sincere • Focuses of receiver • Direct approach

  19. Condolence • Sympathy for misfortune • Plan • Express sympathy • Use positive memories or references • Offer assistance, if appropriate • Close on a hopeful note

  20. Appreciation • Thanks for a long-time kindness • Appreciation of a particular favoe • Direct Plan: • Express appreciation • Add details of why you appreciate • Close with different words of thanks

  21. Invitation • Direct approach • Who is invited? (Spouses, children, guest) • What is the occasion? (Appropriate dress, gifts) • When is it? (Day, date, time) • Where is it? (Address, directions, map) • How will you know if they are coming? (RSVP)

  22. Holiday Greetings • Any festive season • Avoid religious messages

  23. Welcome • New residents • New employees • New companies • New businesses • Share information about products or services

  24. Style • Handwritten or printed? • Card, letter, or e-mail? • Familiar or formal tone and language?

  25. Review • Start with the main idea. • Provide necessary details and explanation. • End with a courteous close

  26. Granting Claims and Adjustments(Your company at fault) • Acknowledge receipt of customer’s claim. • Take responsibility for correcting the problem. • Sympathize with customer’s inconvenience or frustration. • Explain how you will resolve the situation. • Take steps to repair the relationship. • Follow up to verify solution.

  27. Customer’s Fault • Consider the relationship – is it worth losing the customer? • Can you clearly explain logical reasons for the refusal?

  28. Third Party Error • 1. What is your relationship to the third party? • 2. What is your company policy? • 3. Try to assist the customer, regardless of fault. • 4. Avoid placing blame.

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