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McGraw-Hill/IrwinCopyright©2009byTheMcGraw-HillCompanies,AllRightsReserved.McGraw-Hill/IrwinChapter10Informative&PositiveMessagesOverviewPurposesInformationOverloadCommonMediaOrganizationSubjectLinesManagingInformationAudienceBenefitsEndingVarietiesChapter10Informative&PositiInformative&PositiveMessagesInformativemessage-receiver’sreactionneutralPositivemessage-receiver’sreactionpositiveNeithermessageimmediatelyasksreceivertodoanythingGoodnews!Informative&PositiveMessagePrimaryPurposesTogiveinformationorgoodnewstoaudienceTohavereceiverviewinformationpositivelyPrimaryPurposesTogiveinformSecondaryPurposesTobuildgoodimageofsenderTobuildgoodimageofsender’sorganizationTobuildgoodrelationshipbetweensenderandreceiverTodeemphasizeanynegativeelementsToeliminatefuturemessagesonsamesubjectSecondaryPurposesTobuildgooInformationOverloadEmployeesarebombardedwithjunkmail,salescalls,spam,andotheradsEvenroutinecommunicationsarebecomingoverwhelmingWARNING:Protectyourcommunicationreputation!InformationOverloadEmployeesCommonMedia:Face-to-FaceContactUseface-to-facecontacttoVisitacolleagueBuildabusinessrelationshipSavemultiplecallsore-mailsEngageindialogueornegotiationAcquiresomethingimmediatelyAvoidleavingapapertrailIncreasevisualandauralcuesCommonMedia:Face-to-FaceConCommonMedia:PhoneCallsUsephonecallstoConveyappropriatetoneSavemultiplephonecallsore-mailsAcquiresomethingimmediatelyAvoidleavingapapertrailCommonMedia:PhoneCallsUseCommonMedia:InstantMessagesUseIMswhentoBelessintrusive(thanvisitorphonecall)AskquestionsontasksthatfellowcolleaguesareworkingonCommonMedia:InstantMessagesCommonMedia:Letters/MemosUseletterstoSendmessagestopeopleoutsideyourorganization
UsememostoSendmessagestopeoplewithinyourorganizationExternalInternalCommonMedia:Letters/MemosUseCommonMedia:E-mailUsee-mailtoAccomplishroutinebusinessactivitiesSavetimeSavemoneyAllowreaderstodealwith
messagesattheirconvenienceCommunicateaccuratelyProvidedetailsforreferenceCreateapapertrailCommonMedia:E-mailUsee-mailOrganizingStartwithgoodnewsorthemostimportantinformationClarifywithdetails,backgroundPresentanynegativepointspositivelyExplainanybenefitsUseagoodwillendingPositivePersonalForward-lookingOrganizingStartwithgoodnewsSubjectLinesServesthreepurposesAidsinfiling,retrievingTellsreaderswhytheyshouldreadSetsupmessageSubject:NewSmokingPolicySubjectLinesServesthreepurpSubjectLine,continued…
SpecificDifferentiatemessagefromothersonsametopicConciseUsuallylessthan35charactersAppropriateforthepatternofmessageMustmeetsituationandpurposeSubjectLine,continued…SpeciSubjectLines—E-mailSpecific,concise,andcatchyIncludeimportantinformation/goodnewsNamedroptomakeconnectionMakee-mailsoundeasytodealwithCreatenewsubjectlineforreplywhenOriginalbecomesirrelevantRe:Re:Re:Re:appearsSubjectLines—E-mailSpecific,ManagingInformationGiveaudienceinformationtheyneedConsideryourpurposeDevelopasystemthatletspeopleknowwhatisnewifyousendoutregularmessagesPutthemostvitalinformationine-mails,evenifyousendanattachmentCheckmessageforaccuracyandcompletenessRemembere-mailsarepublicdocumentsManagingInformationGiveaudieAudienceBenefitsUseaudiencebenefitswhenPresentingpoliciesShapingaudience’sattitudesStressingbenefitspresentstheaudience’smotivespositivelyIntroducingbenefitsthatmaynotbeobviousAudienceBenefitsUseaudienceAudienceBenefits,continued…OmitbenefitswhenPresentingfactualinformationONLYConsideringaudience’sattitudetowardinformationdoesnotmatterStressingbenefitsmakesaudienceseemselfishRestatingthemmayinsultaudience’sintelligenceAudienceBenefits,continued…OEndingNotallmessagesendsamewayGoodwillending–focusesonbondbetweenreader,writerTreatsreaderasindividualContainsyou-attitude,positiveemphasisOmitsstandardinvitationEx:Ifyouhavequestions,pleasedonothesitatetocall.EndingNotallmessagesendsamVarieties:TransmittalsTellreaderwhatyou'resendingSummarizemainpointsGivedetailstohelpreadergraspmessageTellreaderwhatwillhappennextVarieties:TransmittalsTellrVarieties:SummariesConversationsummary(internaluse)Identify…PeoplewhowerepresentTopicofdiscussionDecisionsmadeWhodoeswhatnextVarieties:SummariesConversatiVarieties:Summaries,continued…DocumentsummaryStartwithmainpointGivesupportingevidenceordetailsEvaluatedocumentifaudiencewantssuchadviceVarieties:Summaries,continuSummaries,continued…Client/customervisitsummaryPutmainpoint(inyourcompany’sview)infirst¶Useumbrellaparagraph;namepointsGivedetailstosupportyourconclusions;uselists,headingstomakestructureclearSummaries,continued…Client/Varieties:Thank-YouNotesMakepeoplewillingtohelpyoulaterMaybeshort;mustbepromptMustbespecifictoseemsincereVarieties:Thank-YouNotesMakeVarieties:AdjustmentsandResponsesMentionrectificationinfirstsentenceDon’ttalkaboutdecisionmakingprocessDon’tsayanythingthatsoundsgrudgingGivereasonsformistakeonlyifitreflectsresponsiblyonthecompanyVarieties:AdjustmentsandResMcGraw-Hill/IrwinCopyright©2009byTheMcGraw-HillCompanies,AllRightsReserved.McGraw-Hill/IrwinChapter10Informative&PositiveMessagesOverviewPurposesInformationOverloadCommonMediaOrganizationSubjectLinesManagingInformationAudienceBenefitsEndingVarietiesChapter10Informative&PositiInformative&PositiveMessagesInformativemessage-receiver’sreactionneutralPositivemessage-receiver’sreactionpositiveNeithermessageimmediatelyasksreceivertodoanythingGoodnews!Informative&PositiveMessagePrimaryPurposesTogiveinformationorgoodnewstoaudienceTohavereceiverviewinformationpositivelyPrimaryPurposesTogiveinformSecondaryPurposesTobuildgoodimageofsenderTobuildgoodimageofsender’sorganizationTobuildgoodrelationshipbetweensenderandreceiverTodeemphasizeanynegativeelementsToeliminatefuturemessagesonsamesubjectSecondaryPurposesTobuildgooInformationOverloadEmployeesarebombardedwithjunkmail,salescalls,spam,andotheradsEvenroutinecommunicationsarebecomingoverwhelmingWARNING:Protectyourcommunicationreputation!InformationOverloadEmployeesCommonMedia:Face-to-FaceContactUseface-to-facecontacttoVisitacolleagueBuildabusinessrelationshipSavemultiplecallsore-mailsEngageindialogueornegotiationAcquiresomethingimmediatelyAvoidleavingapapertrailIncreasevisualandauralcuesCommonMedia:Face-to-FaceConCommonMedia:PhoneCallsUsephonecallstoConveyappropriatetoneSavemultiplephonecallsore-mailsAcquiresomethingimmediatelyAvoidleavingapapertrailCommonMedia:PhoneCallsUseCommonMedia:InstantMessagesUseIMswhentoBelessintrusive(thanvisitorphonecall)AskquestionsontasksthatfellowcolleaguesareworkingonCommonMedia:InstantMessagesCommonMedia:Letters/MemosUseletterstoSendmessagestopeopleoutsideyourorganization
UsememostoSendmessagestopeoplewithinyourorganizationExternalInternalCommonMedia:Letters/MemosUseCommonMedia:E-mailUsee-mailtoAccomplishroutinebusinessactivitiesSavetimeSavemoneyAllowreaderstodealwith
messagesattheirconvenienceCommunicateaccuratelyProvidedetailsforreferenceCreateapapertrailCommonMedia:E-mailUsee-mailOrganizingStartwithgoodnewsorthemostimportantinformationClarifywithdetails,backgroundPresentanynegativepointspositivelyExplainanybenefitsUseagoodwillendingPositivePersonalForward-lookingOrganizingStartwithgoodnewsSubjectLinesServesthreepurposesAidsinfiling,retrievingTellsreaderswhytheyshouldreadSetsupmessageSubject:NewSmokingPolicySubjectLinesServesthreepurpSubjectLine,continued…
SpecificDifferentiatemessagefromothersonsametopicConciseUsuallylessthan35charactersAppropriateforthepatternofmessageMustmeetsituationandpurposeSubjectLine,continued…SpeciSubjectLines—E-mailSpecific,concise,andcatchyIncludeimportantinformation/goodnewsNamedroptomakeconnectionMakee-mailsoundeasytodealwithCreatenewsubjectlineforreplywhenOriginalbecomesirrelevantRe:Re:Re:Re:appearsSubjectLines—E-mailSpecific,ManagingInformationGiveaudienceinformationtheyneedConsideryourpurposeDevelopasystemthatletspeopleknowwhatisnewifyousendoutregularmessagesPutthemostvitalinformationine-mails,evenifyousendanattachmentCheckmessageforaccuracyandcompletenessRemembere-mailsarepublicdocumentsManagingInformationGiveaudieAudienceBenefitsUseaudiencebenefitswhenPresentingpoliciesShapingaudience’sattitudesStressingbenefitspresentstheaudience’smotivespositivelyIntroducingbenefitsthatmaynotbeobviousAudienceBenefitsUseaudienceAudienceBenefits,continued…OmitbenefitswhenPresentingfactualinformationONLYConsideringaudience’sattitudetowardinformationdoesnotmatterStressingbenefitsmakesaudienceseemselfishRestatingthemmayinsultaudience’sintelligenceAudienceBenefits,continued…OEndingNotallmessagesendsamewayGoodwillending–focusesonbondbetweenreader,writerTreatsreaderasindividualContainsyou-attitude,positiveemphasisOmitsstandardinvitationEx:Ifyouhavequestions,pleasedonothesitatetocall.EndingNotallmessagesendsamVarieties:TransmittalsTellreaderwhatyou'resendingSummarizemainpointsGivedetailstohelp
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