Chapter 9: Writing Routine and Positive Messages

Overview

• Focus on applying writing techniques from Chapters 5, 6, and 7.
• Emphasis on the three-step writing process: planning, composing, completing.
• Aim to eliminate common problems in professional documents.

Writing Techniques

• Appropriate Outline: Select between:
  • Deductive/Direct Approach
  • Inductive/Indirect Approach
• Chapter 9 Focus: Direct approach for routine/professional messages (audience is usually pleased/interested).

Direct Outline Strategy

• Structure:
  1. Opening: State the clear purpose.
  2. Body: Provide complete, correct, and concise details and explanations.
  3. Ending: Goodwill ending or future-oriented thought.

Key Criteria for Effective Messages

• Clear purpose
• Complete information
• Correct and concise
• Saves audience's time
• Builds goodwill

Audience Adaptation

• Write from receiver's point of view ("you" attitude).
• Ensure ethical and responsible communication.
• Use contemporary, conversational language.
• Be positive, tactful, and concise.

Examples

• Effective Openings:
  • Reflect "you" attitude.
  • Be specific and from the receiver's perspective.
• Effective Endings:
  • Reflect "you" attitude.
  • Include specific dates and actions.

Routine Positive Messages

• Types: Positive news, routine requests, acknowledgments, instructions, recommendations.
• Use direct approach for routine messages.
• Avoid open-ended questions in endings (e.g., "If you have questions...").

Writing Strategies

• Foster goodwill with specific and sincere messages.
• Apologies should be stated once, briefly, and include corrective actions if necessary.
• Claim letters and adjustments focus on resolving issues rather than placing blame.
• Use specific and relevant details.

Special Message Types

• Recommendations: Direct approach, provide necessary details, and express appreciation.
• Goodwill Messages: Congratulate, appreciate, or offer condolences; be specific and sincere.
• Apologies: State once, provide reasons, and corrective actions.
• Claim Letters: Focus on solutions and maintaining good relationships.

Conclusion

• Focus on using direct outline strategy for Chapter 9 messages.
• Practice writing a variety of routine messages using different mediums.
• Develop skills in both email and traditional letter writing.