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Chapter 5 - Writing good-news and neutral messages. After studying this chapter, you should be able to: Properly assess the reader's likely reaction to your message; describe the general plan for direct order messages; write clear, well-structured routine requests for information; write direct, orderly, and friendly favorable responses;. | McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. five “Begin directly when the news is good or routine.” Writing Good-News and Neutral Messages Preliminary Assessment Determine the reader’s probable reaction – positive, neutral, negative If positive or neutral, directness usually recommended If negative, indirectness usually recommended 5- The General Direct Plan 5- The message plan: Body Closing Opening Directness for Routine Inquiries Begin directly with the objective. Either ask a specific question or make a general request for the information. Include any necessary explanation--wherever it fits (as a separate part of the message or worked in with the questions). If a number of questions are involved, give them structure. May number them. Make them stand out. End with goodwill words--something appropriate that fits the individual case. 5- Routine Inquiry: Good Example Dear Mr. Crifasi: Will you please help us to | McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. five “Begin directly when the news is good or routine.” Writing Good-News and Neutral Messages Preliminary Assessment Determine the reader’s probable reaction – positive, neutral, negative If positive or neutral, directness usually recommended If negative, indirectness usually recommended 5- The General Direct Plan 5- The message plan: Body Closing Opening Directness for Routine Inquiries Begin directly with the objective. Either ask a specific question or make a general request for the information. Include any necessary explanation--wherever it fits (as a separate part of the message or worked in with the questions). If a number of questions are involved, give them structure. May number them. Make them stand out. End with goodwill words--something appropriate that fits the individual case. 5- Routine Inquiry: Good Example Dear Mr. Crifasi: Will you please help us to serve you better by answering the following questions. When you returned merchandise at our store recently, 1. Were you served promptly and courteously? 2. Was the adjustment satisfactory and in accordance with your wishes? 3. Did the salesperson offer to assist you in selecting other merchandise? Please provide your answers and comments at our website: http://www.hobsons.com or simply send your response in the enclosed stamped and addressed envelope. We are most grateful for any feedback you provide. Sincerely, 5- Another good example Dear Ms. Brown: Will you please send me an itemized statement covering my account for July. According to my invoice file, the amount owed should be $2,374.27. Your statement shows $2,833.74 owed. Perhaps you did not record the $427.17 of merchandise returned on invoice no. 3211C late last week. But even this possible error does not explain all of the difference. I would appreciate your usual promptness in clearing up this matter. Jane Adami, .
