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Chapter 9 Routine Business Messages

Routine messages require
less time to complete than other types of business messages. They also require proportionately less time for planning and reviewing.
AIM planning process
Audience Analysis
Idea Development
Message structuring
TSD drafting process
Tone
Style
Design
FPF Review process
FAIR Test
Proofreading
Feedback
Proofreading in the reviewing stage should take
a minute or two
Justifying the request shows your
professionalism and attention to detail.

Rationale for a request

Describing responsibilities means
designating tasks and work outcomes to certain employees.
Providing deadlines means
setting out the timeline by which the work should be accomplished satisfactorily
Discussing coordination
involves providing guidelines for how employees should communicate and cooperate with one another
Primary distinction between messages that provide directions and setting expectations
directions typically include specific -often step-by-step- guidelines for accomplishing particular tasks
Responding to Inquires
use bullets or numbered lists or a special formatting method to quickly identify responses to particular qustions
Announcements are
updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers
Announcement subject lines should be
specific and must create interest
Announcements should be designed to let readers gather all relevant information in
10 to 15 seconds

formatting is especially important

Claim
request for other companies to compensate for or correct the wrongs of mistakes they have made.
Claims must have these three things
what the claim is (what you expect the company to do for you)
a rationale (reason?)
a call to action
Call to Action
specific request
Appreciation messages
begin letter with expression of thanks, provide quick rationale for the thanks, and end with a statement of goodwill
Apology messages include
Acknowledgment of a mistake or an offense
An expression of regret for the harm caused
Acceptance of responsibility
And a commitment that the offense will not be repeated

Should be timely and sincere

Appropriate to give condolances
Write sympathy card. For deaths state your support and concern to the person who has experienced the loss.
Make the note personal by mentioning the deceased person by name and your positive impressions and memories. When possible, handwrite your expression of sympathy on a nice card
Routine messages
Make announcements
Express gratitude
Convey apologies
Make claims
Set expectations

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