1. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 11 Informative and Positive Messages

2. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Module 11 Skills to Further analyze business communication situations Organize and write positive messages Write informative and positive messages

3. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Module 11 Outline How should I organize informative and positive messages? What’s the best subject line for an informative or positive message? When should I use reader benefits in informative and positive messages?

4. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Module 11 Outline What kinds of informative and positive messages am I likely to write? How can the PAIBOC formula help me write informative and positive messages?

5. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Primary Purposes To give information, reassurance or good news To have the reader read, understand, and view information positively To de-emphasize negative elements Informative and Positive Messages

6. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Secondary Purpose Build a good image of the writer and the writer’s organization Cement a good relationship between the writer and reader To reduce or eliminate future correspondence on the same subject

7. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organizing Informative and Positive messages Give any good news; summarize the main points Give details, clarification, and background Informative and Positive Messages

8. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Present negative elements as positively as possible Explain any reader benefits Use a goodwill ending

9. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Give reader benefits when: Presenting policies Shaping readers’ attitudes Stressing benefits presents readers’ motives positively Some of the benefits may not be obvious to readers

10. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Organization of Confirmations Be succinct and provide only the shared information Indicate that the message is a confirmation, not a new message –as we discussed on the phone yesterday, … –as I told you yesterday, … –attached is the meeting schedule we discussed earlier today…

11. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Subject Lines Make subject lines specific Subject: Interview Questions Toni James. Make subject lines concise Subject: Let’s Hire Toni James. Make subject lines appropriate for the pattern of organization Informative and Positive Messages

12. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Transmittals Confirmations Summaries Adjustments Thank-You Notes

13. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Transmittal Messages Tell the reader what you’re sending Summarize the main point(s) Indicate special circumstances or information; e.g., is this a draft Tell the reader what will happen next Informative and Positive Messages

14. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Summaries For internal use, identify: Who was present? What was discussed? What was decided\Who does what next?

15. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Summaries To summarize a document: Who was present? What was discussed? What was decided\Who does what next?

16. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Adjustments When adjusting a price, discount, replacement or other benefit; Do so in the first sentence Don’t discuss internal processes Don’t write anything that appears grudging Give the reason only if it shines a positive light on the company

17. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Thank-You & Congratulatory Notes Thank-you notes are short and prompt, specific and sincere. Congratulation notes are short and prompt, specific and sincere. Thank-you and congratulation notes require language that isn’t condescending or patronizing.

18. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. PAIBOC Refresher P PWhat are your purposes in writing? AWho is (are) your audience(s)? IWhat information must your message include? BWhat reasons or reader benefits can you use to support your position? OWhat objections can you expect your reader(s) to have? CHow will the context affect reader response?