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Editing Messages. Readability Number of words per sentence / number of sentences Number of words per sentence / number of sentences Number of long words.

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Presentation on theme: "Editing Messages. Readability Number of words per sentence / number of sentences Number of words per sentence / number of sentences Number of long words."— Presentation transcript:

1 Editing Messages

2 Readability Number of words per sentence / number of sentences Number of words per sentence / number of sentences Number of long words / total words Number of long words / total words Three or more syllables Three or more syllables Add two numbers Add two numbers Multiply by.4 Multiply by.4 Gives you reading grade level Gives you reading grade level

3 Audience Reading Levels General business messages – 8 th – 11 th grade General business messages – 8 th – 11 th grade Wall Street Journal – 10 th – 11 th grade Wall Street Journal – 10 th – 11 th grade

4 MS Word Calculations Flesch Readability Test 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 Index Flesch-Kincaid Index This 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.

6 Positive or Neutral Messages AOS 272

7 Purpose Convey pleasant, favorable, or neutral information Convey pleasant, favorable, or neutral information Build goodwill and positive relationships Build goodwill and positive relationships Request information that the reader can easily provide Request information that the reader can easily provide

8 Types of Messages Inquiries Inquiries Request approvals Request approvals Announcements of sales, new products Announcements of sales, new products Announcements of positive information about staff or company Announcements of positive information about staff or company Requests for recommendations Requests for recommendations Routine claims Routine claims

9 Approach Use the “Direct Plan” Use the “Direct Plan” Put good news first Put good news first

10 Planning Questions What is the most favorable information? What is the most favorable information? How will this information benefit the reader? How will this information benefit the reader? What additional information will the reader need? What additional information will the reader need? Would a sales appeal be appropriate for this message? Would a sales appeal be appropriate for this message? What message can be used to build goodwill? What message can be used to build goodwill?

11 The Direct Plan Opening Opening Explanation or details Explanation or details Request for action and friendly close Request for action and friendly close

12 Opening Give the positive information Give the positive information Be optimistic Be optimistic Provide coherence (background) Provide coherence (background) Use emphasis techniques (short) Use emphasis techniques (short) Stress receiver interests and benefits Stress receiver interests and benefits Use courteous tone Use courteous tone Be specific Be specific

13 Explanation Additional information Additional information Objective and factual Objective and factual Concise Concise Positive Positive Reader benefits Reader benefits

14 Friendly Close Build goodwill Build goodwill Personalized Personalized Concise and positive Concise and positive Clear statement of action requested or deadline Clear statement of action requested or deadline Express appreciation Express appreciation Contact information Contact information

15 Situation Tell your customer that their credit has been approved and construction of their custom home will begin in two weeks. Tell your customer that their credit has been approved and construction of their custom home will begin in two weeks.

16 Goodwill Messages

17 Purpose Show concern and interest Show concern and interest Strengthen relationships Strengthen relationships Convey message of caring Convey message of caring

18 Types of Goodwill Messages Congratulations Congratulations For accomplishments or achievements For accomplishments or achievements Sent to individuals or organizations Sent to individuals or organizations Personal and sincere Personal and sincere Focuses of receiver Focuses of receiver Direct approach Direct approach

19 Condolence Sympathy for misfortune Sympathy for misfortune Plan Plan Express sympathy Express sympathy Use positive memories or references Use positive memories or references Offer assistance, if appropriate Offer assistance, if appropriate Close on a hopeful note Close on a hopeful note

20 Appreciation Thanks for a long-time kindness Thanks for a long-time kindness Appreciation of a particular favoe Appreciation of a particular favoe Direct Plan: Direct Plan: Express appreciation Express appreciation Add details of why you appreciate Add details of why you appreciate Close with different words of thanks Close with different words of thanks

21 Invitation Direct approach Direct approach Who is invited? (Spouses, children, guest) Who is invited? (Spouses, children, guest) What is the occasion? (Appropriate dress, gifts) What is the occasion? (Appropriate dress, gifts) When is it? (Day, date, time) When is it? (Day, date, time) Where is it? (Address, directions, map) Where is it? (Address, directions, map) How will you know if they are coming? (RSVP) How will you know if they are coming? (RSVP)

22 Holiday Greetings Any festive season Any festive season Avoid religious messages Avoid religious messages

23 Welcome New residents New residents New employees New employees New companies New companies New businesses New businesses Share information about products or services Share information about products or services

24 Style Handwritten or printed? Handwritten or printed? Card, letter, or ? Card, letter, or ? Familiar or formal tone and language? Familiar or formal tone and language?

25 Review 1. Start with the main idea. 2. Provide necessary details and explanation. 3. End with a courteous close

26 Granting Claims and Adjustments (Your company at fault) 1. Acknowledge receipt of customer’s claim. 2. Take responsibility for correcting the problem. 3. Sympathize with customer’s inconvenience or frustration. 4. Explain how you will resolve the situation. 5. Take steps to repair the relationship. 6. Follow up to verify solution.

27 Customer’s Fault 1. Consider the relationship – is it worth losing the customer? 2. Can you clearly explain logical reasons for the refusal?

28 Third Party Error 1. What is your relationship to the third party? 1. What is your relationship to the third party? 2. What is your company policy? 2. What is your company policy? 3. Try to assist the customer, regardless of fault. 3. Try to assist the customer, regardless of fault. 4. Avoid placing blame. 4. Avoid placing blame.


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