1. Chapter 6 The Writing Process
Business Communication
Chapter 6
The Writing Process
Copyright South-Western Cengage Learning

2. Planning and Organizing Messages
Section 6.1

3. Steps in Planning Messages
Identify the objective
Determine the main idea
Choose supporting details
Adjust for the receiver
© Stockbyte / Getty Images
Adjust the message for the receiver.
6.1 Planning and Organizing Messages

4. Step 1—Identify the Objective
Goal or outcome you want to achieve
To promote goodwill
Positive feeling or attitude toward others
Positive reputation or image of a company
To inform
To request
To record
To persuade

5. Every business document should achieve an objective.
A memo confirms the time and place of a meeting that was discussed earlier.
A message tells a customer when a package will be delivered.
A brochure describes the features and quality of a product.
A letter asks for the price of a bicycle.
To inform
To request
To record
To persuade

6. Step 2—Determine the Main Idea
Central theme or most important thought
What is the main idea in these business messages:
Message informing a customer about the delivery of pet supplies
Request for furniture prices
Record of a phone conversation

7. Step 3—Choose Supporting Details
Essential facts that explain, reinforce, or justify the main idea
QUESTIONS TO ASK
What does the receiver need to know to respond to my message?
How will the message benefit the receiver?

8. Step 4—Adjust the Message for the Receiver
Consider the audience
Adjust the content to meet the needs or gain interest of the receiver
Practice empathy--Put yourself in the place of the receiver
Address your receivers directly
Use their names and second-person pronouns (you and your)

9. Organizing Messages
Determine the order in which to present the information
Direct order
Main idea first and followed with supporting details
Favorable, positive, neutral messages
Indirect order
Supporting details first followed by main idea
Unfavorable, negative, persuasive
Direct-indirect order
Good news, reasons for bad news, bad news
6.1 Planning and Organizing Messages

10. Providing Complete Information
Advertisements and Internet sites give product information
Information is not always accurate or complete
Honest mistake or deception?
Ethical or unethical behavior?
6.1 Planning and Organizing Messages

11. Composing Messages
Section 6.2

12. Effective Messages Build goodwill Achieve their objectives
Have common traits
Courteous
Correct
Concise
Clear
Complete
6.2 Composing Messages

13. Courteous Messages Positive words Proper titles
Capture reader’s attention and encourage a positive response
Bias-free words
Gender bias
Race and age bias
Disability bias
© Blend Images / Jupiter Images
Show respect for others by using their names and titles properly.
6.2 Composing Messages

14. Positive vs. Negative Words
You may have a refund as soon as you submit the receipt.
Please send the following details so I can respond to your question.
You cannot have a refund without a receipt.
I cannot answer the question until I receive more details.

15. Proper Titles Use a person’s title and last name when:
You have not met the receiver
You want to show respect
The receiver is older than you
You are responding to a letter in which the sender used his or her title and last name
Use a person’s first name when:
You have met the receiver more than once and believe he/she would not be offended by using the first name
The receiver is about the same age as or younger than you
The receiver has previously identified himself/herself to you by first name

16. Four Types of Biases to Avoid
Gender Bias
Use neutral words to identify workers
Race and Age Bias
Avoid reference to either unless essential to the message.
Disability Bias
Avoid reference to a disabling condition

17. Biased vs. Unbiased Biased Unbiased Actress, foreman, businessman
Actor, supervisor, businessperson
Each student sat in his or her chair.
The students sat in their chairs.
We hired an Asian-American banker.
We hired an experienced banker.
The new assistant was suffering from a disease.
The new assistant has a condition.

18. Correct Messages
Those that do not contain errors or omit needed information
The main idea
Supporting details
Dates and numbers MUST be accurate!
© Tetra Images / Getty Images
Effective messages do not omit details or confuse the reader.
6.2 Composing Messages

19. Concise Messages Messages that are brief and to the point
Unnecessary elements
Redundancies
Empty phrases
Active voice
Brief means short but not so short that they omit important details or seem rude.
6.2 Composing Messages

20. Unnecessary Elements One clear thought in each sentence Redundancies
Needless repetition
Say gift instead of free gift
Empty Phrases
I believe
In my opinion
For the purpose of
Active Voice
Subject performs the action of the verb
Example:
Tonya submitted the best idea.

21. Clear Messages Specific, precise, and complete
Clear words and sentences that will be easily understood
Give a completion date instead of saying a project will be completed soon
Contradictory information
Inconsistent or opposing
Check the facts!
6.2 Composing Messages

22. Complete Messages
Contains all the information needed to achieve the objectives of the sender
The five Ws
Who
What
Where
When
Why
Complete paragraphs
State main topic
Support the main topic
Summarize topic or restate main topic in different words
6.2 Composing Messages

23. Message Structure Message can consist of only one paragraph
Most business messages have three paragraphs
Opening paragraph
Identifies the subject
Two to five keyed lines
Developmental paragraph
Details about the main idea
Usually longer than opening paragraph
Closing paragraph
Ends a message
Thank the reader or ask reader to take action

24. Editing and Publishing Messages
Section 6.3

25. Stages in the Writing Process
Planning
Composing
Editing
Proofreading
Publishing
© Photodisc / Getty Images
Planning is an important part of the writing process.
6.3 Editing and Publishing Messages

26. Editing Messages
Editing: reviewing and revising (changing) a message to improve it
May require as much time as composing
Focus on the main ideas and the content of the message
Review for the 5 Cs
Review for effective transitions
6.3 Editing and Publishing Messages

27. Questions to Consider when Editing
Have you included what the reader wants or needs to know?
Is the message courteous, positive, and bias-free?
Have you checked all the facts (correct)?
Is the message concise and clear?
Will the message hold your reader’s attention?
Have you used appropriate transitions?

28. TRANSITION WORDS AND PHRASES
Transitions
word or phrase that connects sentences in paragraphs and, in turn, connects paragraphs in a message
TRANSITION WORDS AND PHRASES
Contrast
but, however, in spite of, on the contrary, nevertheless
Cause and Result
Because of, consequently, for this reason, hence, therefore, thus
Explanation
Also, for example, for instance, to illustrate, too
Listing
Besides, first, second, in addition
Time
Since, finally, first, second, last
Similarity
Likewise, similarly

29. Proofreading Messages
Proofreading: reviewing and correcting the final draft of a message
Looking for errors or omissions
Allow time for proofreading
Focus on:
General content errors
Mechanical errors
6.3 Editing and Publishing Messages

30. Types of Errors Content Mechanical
Missing, repeated, or substituted words
Transposed words
incorrect proper names
incorrect numbers
incorrect use of words
Incorrect spacing
missing parts of a business letter
misspelled words
incorrect or missing punctuation
incorrect capitalization

31. Proofreading Methods Scroll the screen Read aloud Compare drafts
Move cursor down the screen one line at a time
Read aloud
Forces you to slow down and examine words carefully
Compare drafts
Check current against previous copy
Proofread the hard copy
Read from right to left
Use two proofreaders
One reads aloud while the other reads the final copy

32. Spelling and Grammar Checkers
Included in many word processing and other programs
Are useful but do not replace proofreading
6.3 Editing and Publishing Messages

33. 6.3 Editing and Publishing Messages

34. 6.3 Editing and Publishing Messages

35. Publishing Messages
To send a message to the receiver or make the message available to the receiver
Sending an
Mailing a letter
Posting a page on a Web site
© Orange Line Media / Shutterstock
Sending a letter is a typical way to publish a formal business message.
6.3 Editing and Publishing Messages

36. Appropriate Methods Situation Best Method
Message to a coworker with confidential information
Memo
Message to a customer about a past due bill
Letter
Information about new products being offered by company
Web site
Manual that describes company policies
Intranet
Message to employees explaining new rates for insurance premiums

37. Appearance Counts Paper Format Wrinkle free and stain free
Dark (not faded) ink
Free of stray ink marks or smudges
Preprinted letterhead
Company’s name, address, logo, phone numbers,
Format
White space
Consistent if multiple pages
Appropriate margins

38. Vocabulary bias clear message complete message concise message
contradictory
correct message
courteous message
editing
empathy
intranet
objective
project bid
proofreaders’ marks
proofreading
publish
redundancy
transition