2 Readability Number of words per sentence / number of sentences Number of long words / total wordsThree or more syllablesAdd two numbersMultiply by .4Gives you reading grade level
3 Audience Reading Levels General business messages – 8th – 11th gradeWall Street Journal – 10th – 11th grade
4 MS Word Calculations Flesch Readability Test The Flesch Reading Ease Scale measures readability as follows:100 Very easy to read. Average sentence length is 12 words or less. No words of more than two syllables.65 Plain English. Average sentence length is 15 to 20 words. Average word has two syllables.0 Extremely difficult to read. Average sentence length is 37 words. Average word has more than two syllables.
5 Flesch-Kincaid IndexThis index computes readability based on the average number of syllables per word and the average number of words per sentence. The score in this case indicates a grade-school level. For example, a score of 8.0 means that an eighth grader would understand the document.Standard writing approximately equates to the seventh- to eighth-grade level.
7 Purpose Convey pleasant, favorable, or neutral information Build goodwill and positive relationshipsRequest information that the reader can easily provide
8 Types of Messages Inquiries Request approvals Announcements of sales, new productsAnnouncements of positive information about staff or companyRequests for recommendationsRoutine claims
9 ApproachUse the “Direct Plan”Put good news first
10 Planning Questions What is the most favorable information? How will this information benefit the reader?What additional information will the reader need?Would a sales appeal be appropriate for this message?What message can be used to build goodwill?
11 The Direct Plan Opening Explanation or details Request for action and friendly close
12 Opening Give the positive information Be optimistic Provide coherence (background)Use emphasis techniques (short)Stress receiver interests and benefitsUse courteous toneBe specific
13 Explanation Additional information Objective and factual Concise PositiveReader benefits
14 Friendly Close Build goodwill Personalized Concise and positive Clear statement of action requested or deadlineExpress appreciationContact information
15 SituationTell your customer that their credit has been approved and construction of their custom home will begin in two weeks.
17 Purpose Show concern and interest Strengthen relationships Convey message of caring
18 Types of Goodwill Messages CongratulationsFor accomplishments or achievementsSent to individuals or organizationsPersonal and sincereFocuses of receiverDirect approach
19 Condolence Sympathy for misfortune Plan Express sympathy Use positive memories or referencesOffer assistance, if appropriateClose on a hopeful note
20 Appreciation Thanks for a long-time kindness Appreciation of a particular favoeDirect Plan:Express appreciationAdd details of why you appreciateClose with different words of thanks
21 Invitation Direct approach Who is invited? (Spouses, children, guest) What is the occasion? (Appropriate dress, gifts)When is it? (Day, date, time)Where is it? (Address, directions, map)How will you know if they are coming? (RSVP)
22 Holiday GreetingsAny festive seasonAvoid religious messages
23 Welcome New residents New employees New companies New businesses Share information about products or services
24 Style Handwritten or printed? Card, letter, or e-mail? Familiar or formal tone and language?
25 Review Start with the main idea. Provide necessary details and explanation.End with a courteous close
26 Granting Claims and Adjustments (Your company at fault) Acknowledge receipt of customer’s claim.Take responsibility for correcting the problem.Sympathize with customer’s inconvenience or frustration.Explain how you will resolve the situation.Take steps to repair the relationship.Follow up to verify solution.
27 Customer’s FaultConsider the relationship – is it worth losing the customer?Can you clearly explain logical reasons for the refusal?
28 Third Party Error 1. What is your relationship to the third party? 2. What is your company policy?3. Try to assist the customer, regardless of fault.4. Avoid placing blame.