1. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 1 Planning Business Messages

2. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 2 Effective Business Writing PurposefulPurposefulConciseConciseAudience-CenteredAudience-Centered

3. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 3 Three-Step Writing Process Step 1 Planning Step 3 Completing Step 2 Writing Analyze 1 st Step of Planning Define Purpose Investigate Adapt Organize Select Compose Revise Produce Proofread

4. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 4 Analyze Your Purpose General (Inform, Persuade, or Collaborate) General (Inform, Persuade, or Collaborate) Specific Timing Delivery Acceptability Realism

5. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 5 Profile Your Audience Decision Makers and Key People Decision Makers and Key People Overall Size of Audience Overall Size of Audience Overall Composition Overall Composition Level of Understanding Level of Understanding Expectations and Preferences Expectations and Preferences Probable Reaction Probable Reaction

6. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 6 Gather Information Viewpoints of Others Supervisors, Colleagues, and Customers Reports and Company Documents Audience Input

7. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 7 EthicalEthical PrecisePrecise AccurateAccurate Provide Information Use Journalistic Approach

8. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 8 Channel and Medium A Continuum of Media Richness Face-to-Face Telephone E-mail Notes, Letters, Memos Fliers, Bulletins, Standard Reports RicherLeaner

9. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 9 Communication Channels Use An Oral ChannelUse A Written Channel Don’t need immediate feedback Detailed, complex message Need permanent record Large, dispersed audience Minimize distortion Need immediate feedback Relatively simple message Don’t need permanent record Easy to assemble audience Encourage interaction

10. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 10 Electronic Media Electronic Media Voice Mail Videotape Faxing Instant Messages Instant Messages Teleconference Computer Conference Computer Conference E-mail Websites Global Communication

11. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 11 Reduced Productivity Privacy Issues Inappropriate Content Speed of Information Time-Zone Barriers Dispersed Audience Electronic Communication Disadvantages Advantages

12. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 12 Relating to the Audience “You” Attitude Positive Tone Credible Image Polite Treatment Bias-Free Language Corporate Image

13. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 13 The “You” Attitude Instead of ThisUse This To help us process this order, we must ask for another copy of the requisition. So that your order can be filled promptly, please send another copy of the requisition. You should never use that type of paper in the copy machine. That type of paper doesn’t work very well in the copy machine. Instead of ThisUse This

14. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 14 Emphasize the Positive Instead of This Use This (Euphemisms)  Cheap Merchandise  Toilet Paper  Used Cars  High-Calorie Food  Elderly Person  Pimples and Zits  Bargain Prices  Bathroom Tissue  Resale Cars  High-Energy Food  Senior Citizen  Complexion Problems

15. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 15 Establish Credibility Provide Evidence Provide Evidence Be Sincere Be Sincere Believe in Yourself Believe in Yourself Show Understanding Show Understanding Explain Credentials Explain Credentials

16. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 16 PracticeDiplomacyPromoteGoodwill Be Prompt Use Tact Politeness and Courtesy

17. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 17 Bias-Free Language Gender Race or Ethnicity Age Bias Disability

18. © Prentice Hall, 2003 Business Communication TodayChapter 4 - 18 The Company’s Image Be a spokesperson Convey the right impression Minimize your own views Maximize company interests