Session 3 (July 12/13): Delivering Good-News and Neutral-News Messages

Chapter 6
Informative & Positive Messages
Informative message - receiver’s reaction neutral
Positive message - receiver’s reaction positive
Neither message immediately asks receiver to do anything

Purposes
Primary
To give information or good news
To have receiver view information positively
Secondary
To build good image of sender
To build good image of sender’s organization
To build good relationship between sender and receiver
To deemphasize any negative elements
To eliminate future messages on same subject

Common Media: Letters/Memos
Use LETTERS to
Send messages to people outside your organization

Use MEMOS to
Send messages to people within your organization

Business Memo Basics
Heading Segment

MEMO
TO: (readers' names and job titles)
FROM: (your name and job title)
DATE: (complete and current date)
SUBJECT: (what the memo is about)

http://owl.english.purdue.edu/owl/resource/590/02/

Opening Segment
The purpose of a memo is usually found in the opening paragraph
the purpose of the memo
the context and problem
the specific assignment or task.
The introduction should be brief (a short paragraph).

Context
The context is the event, circumstance, or background of the problem you are solving.
A paragraph or a few sentences to establish the background and state the problem.
Include only what your reader needs, but be sure it is clear.

Task Segment
Describe what you are doing to help solve the problem.
Include only as much information as is needed by the decision-makers
Do not ramble on with insignificant details.

Discussion Segments
Include all the details that support your ideas.
Begin with the information that is most important.
Includes the supporting ideas, facts, and research that back up your argument in the memo.
Include strong points and evidence to persuade the reader to follow your recommended actions.

Closing Segment
Close with a courteous ending that states what action you want your reader to take.
Make sure you consider how the reader will benefit from the desired actions and how you can make those actions easier.

Direct Outline
Organizing
Start with good news or the most important information
Clarify with details, background
Present any negative points positively
Explain any benefits
Use a goodwill ending
Positive
Personal
Forward-looking

Benefits of Written Appreciation Messages
Provides sincere thoughts because few people take time to write
Provides tangible evidence that can be used to support a performance evaluation
May be treasured over the years

Making the Most of Appreciation Messages
Say “thank you” in a timely manner
Avoid exaggerated language that is not believable
Make specific comments for what you are thankful
Using Written Appreciation Messages Appropriately
Write briefly beginning with main idea
Convey a genuine tone by
Send promptly — within 2 or 3 days
Consider sending copy to reader’s employer or writing employer with copy sent to employee

Handling Apologies
Apologize ONLY if you have done something wrong
State the apology ONCE
Be brief
Use general statements that don’t reinforce the error
Include action you will take to prevent error from recurring
Apology Message: Why It Works

Guidelines for Procedural Messages
Begin each numbered step with action statement
Place each step on a separate line for easy reading
Consider preparing flow chart
Follow your own instructions
Ask someone else to follow instructions