Planning Business Messages & Applying the Three Step Writing Process Chapter 4 & 5

Plan write complete pg 120

Plan 2.Gather information 3. Select right medium 1. Analyze the situation 2.Gather information 3. Select right medium 4.Organize the information Define your purpose & develop audience profile Determine the audience needs & obtain the information necessary to satisfy those needs select the appropriate method for message Define your main idea, select direct or indirect approach, outline your content

1. Analyze Your Situation Define your purpose & develop audience profile to inform, persuade, collaborate with audience What is your specific intention Will there be changes as a result of your message? Is your purpose realistic? If it is radical, you’ll need to propose a first step Is the time right? What will the impact of your message be? Is your purpose acceptable by the company?

2. Define an Audience Profile Before your audiences will take the time to read or hear your messages, they will need to be interested. What is the primary audience? Determine size, geographic distribution? Audience composition Understand their expectations & preferences Forecast their probable reaction

3. Gathering Information Consider other viewpoints Read reports or other related documents Talk with coworkers, colleagues, supervisors Ask for your audience input What about ethical information?

3. Selecting the right medium

Oral medium 1. restrict participation advantages disadvantages 1. provide opportunity for immediate feedback 2. Allow interaction 3. Nonverbal cues in the tone 4. Express emotions within the message 1. restrict participation 2. No verifiable evidence of communication, unless recorded 3. Reduce the communicator’s control over the message 4. Cannot edit spoken words

Written communication advantages disadvantages Allow you to control the message Reach geographically dispersed audiences Offer verifiable record Minimize distortion Can be use to avoid interaction De-emphasize emotions Not conducive for immediate feedback Lack of nonverbal cues Often take more time and more resources to create and distribute May require special skills to print and distribute

Visual communication Can convey complex messages easily advantages disadvantages Can convey complex messages easily Often less intimidating Reduce the burden on audience to figure things out Require artistic skills Require technical skills Require more time to create

electronic communication advantages Disadvantages Deliver messages quickly Reach geographically dispersed audiences Offer the persuasive power of multimedia formats Can increase accessibility and openness in an organization Are easy to overuse Privacy risks – esp with confidential data Security risks, like viruses Frequent interruptions Figure 4.6

4. Organizing your ideas Direct Approach Indirect Approach Use when you know your audience will be receptive a. Positive messages Use when you know your audience a. begin softly b. consider impact of your message c. Negative messages

Outlining your information Main idea Major points – details Facts Examples Description Narration Reference Visual aids Illustrate with evidence

Write Routine messages Positive messages Negative message Persuasive messages Straightforward Daily operations message Convey good news Convey bad news Be honest, yet kind Asking your audience to do something grab their attentions

Being sensitive Use the “you” attitude Maintain standards of etiquette Emphasizing the positive Using bias-free language

The “You” attitude To help us process We are pleased to announce Instead of this write this To help us process We are pleased to announce We offer MP3 players You should never use You must correct So that your order can be filled Now you can take advantage Select your MP3 player That type of paper doesn’t All five copies must be corrected

Standards of Etiquette Instead of this Write this Once again, you’ve managed You’ve been sitting on our order Let’s review the last website Our production schedules depend on the timely delivery of parts, but we have yet to receive the order you promised to deliver…

Emphasizing the Positive Instead of this Write this It is impossible to repair We apologize for inconveniencing you We wasted $300,000 Your computer can be ready The rennovations that are under way will help us serve you better Our $300,000 advertisement did not pay off;

Using bias-free language Instead of this Write this The problem with this department is a failure… You failed to provide the necessary information We will notify all three credit Bureaus Cheap merchandise Failing The performance of this department can be improved Please review the items marked Paying you overdue bill within 10 days will prevent a negative Inexpensive Underperforming