1. Organizing and Writing Business Messages
Mary Ellen Guffey, Business Communication: Process and Product, 4e Copyright © 2003

2. Organize Your Data Group Ideas into Patterns
Direct pattern for receptive audiences
Indirect pattern for unreceptive audiences 5

3. Audience Response Determines Pattern of Organization
If pleased
If neutral
Direct Pattern
Good News or
Main Idea
If mildly interested
Types that use Direct Approach 8

4. Audience Response Determines Pattern of Organization
If unwilling or
uninterested
If hostile
Indirect Pattern
If displeased or
disappointed
Bad News or
Main Idea 8

5. Patterns Direct Pattern Indirect Pattern Saves the reader time
Sets a proper frame of mind
Prevents frustration
Respects feelings of audience
Encourages a fair hearing
Minimizes a negative reaction
Routine requests / response
Orders / Acknowledgments
Nonsensitive memos / s
Informational reports
Informational oral presentations
Bad news
Ideas that require persuasion
Sensitive news
Direct Pattern
Saves reader time: Busy people – devote a few minutes to each message – too long to get to the point, lose reader
Sets proper frame of mind – learning purpose upfront helps reader put rest of information in perspective. Without clear opening, thinking “why am I being told this
Prevents frustration – If reader has to wade through a lot of verbiage to get message; get annoyed and frustrated
Indirect Pattern
Respects feelings of audience – Bad news is painful; helpful to prepare the reader
Encourages a fair hearing – If reader upset right away by bad news, the rest of the message is lost; may cause reader to stop reading
Minimizes a negative reaction – reaction improved if message delivered gently

6. Create Effective Sentences
Use short sentences.
Emphasize important ideas.
Use the active voice for most sentences.
Use the passive voice to deemphasize the performer and/or to be tactful.
Avoid dangling and misplaced modifiers. 11

7. Use Short Sentences Sentence Length Comprehension Rate 8 words
100%
90%
80%
50%
Source: American Press Institute

8. Emphasize Important Ideas
Position the most important idea at the beginning of the sentence.
Make sure the most important idea is the subject of the sentence.
Place the main idea in a short sentence.
All production and administrative personnel will meet on May 23, at which time we will announce a new plan of salary incentives
On May 23 all personnel will meet to learn about salary incentives. 14

9. Use the Active Voice for Most Sentences
Active voice: We lost money.
Active voice: I sent the message yesterday.
(The subject is the performer.) 15

10. Use Passive Voice To Deemphasize the Performer and/or To Be Tactful
Passive voice: Money was lost (by us).
Passive voice: The message was sent yesterday (by me).
(Passive voice test: Ask “By whom?” If you can fill in the performer, the verb is probably in the passive voice.) 16

11. Avoid Dangling Modifiers
Dangling modifier: To be hired, an application must be completed.
Revision: To be hired, you must complete an application.
Revision: To be hired, fill out an application.
(In the last example, you is understood to be the subject of fill.) 17

12. Avoid Misplaced Modifiers
Misplaced modifier: The patient was referred to a psychiatrist with a severe emotional problem.
Revision: The patient with a severe emotional problem was referred to a psychiatrist.

13. Create Effective Paragraphs
Discuss only one topic in each paragraph
Compose short paragraphs for effective business messages
Arrange sentences in a strategic plan
Link ideas to build coherence
Use transitional expressions for coherence 20

14. Discuss One Topic in each Paragraph
Group similar ideas together
Start a new paragraph for each new topic
Keep paragraph length at 8 to 10 lines maximum 21

15. Arrange Sentences in a Strategic Plan
Direct Plan: main sentence followed by supporting sentences (for defining, classifying, illustrating, and describing ideas)
Indirect Plan: supporting sentences followed by main sentence (for describing causes followed by effects) 22

16. Direct vs Indirect Paragraph
Direct approach: I recommend we establish an optional “business casual” policy that allows consultants to dress casually, if they wish. According to a recent poll, more than half of all white-collar workers are now dressing casually at work. In our own business, our consultants say they stand out like “sore thumbs” because they dress in traditional suits.
Indirect approach: According to a recent poll, more than half of all white-collar workers are now dressing casually at work. In our own business, our consultants say they stand out like “sore thumbs” because they dress in traditional suits. Therefore, I recommend we establish an optional “business casual” policy that allows consultants to dress casually, if they wish.

17. Use Transitions for Coherence
Continuation
Pause
Reversal
Also
Moreover
First... Second...
For that reason,
Therefore,
Additionally
and
For instance
For example,
Strictly speaking,
In other words,
In effect,
As a result, or
However,
On the other hand,
Conversely,
Nevertheless,
Otherwise,
but 24