1. Copyright © 2013 Cengage Learning 8e COMMUNICATING IN BUSINESS Chapter 6 Writing Positive and Neutral Messages

2. Copyright © 2013 Cengage Learning Neutral and Positive Messages Planning and Organizing Instant Messaging Responding Goodwill Messages Online Comments

3. Copyright © 2013 Cengage Learning Neutral and Positive Messages Planning and Organizing Instant Messaging Responding Goodwill Messages Online Comments

4. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Composing | Addressing Online Link to the full story on the blog. Link to the full story on the blog. Boeing 787 Dreamliner Ready for Service Boeing's long-awaited 787 Dreamliner is ready for delivery to its first client, All Nippon Airways. At $20 million per plane, the Dreamliner uses 20% less fuel than its competitors, has cleaner cabin air, and debuts new lighting and design elements, such as button- controlled window lighting and touch-screen monitors for entertainment. Read the press release.Read the press release. How is it organized?

5. [Click to edit Master title style] Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Organizational Approaches Is most common for neutral and positive messages Attracts attention, starts positively, and saves time

6. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Organizing a Neutral Message (Request) Hi Ken, I'm planning a new event for clients, and I could use your advice on holding an event like this. You did a great job for the Hilltop Conference, a much bigger event. The event will be for our top 150 clients, and of course, you’re included. We haven't decided on a venue yet. Were you happy with the Stonewalk Center, or do you have other recommendations? Also, what do you think about our hiring a professional event planner? I know you do all of the work yourself, but I'm concerned about my abilities! Do you have someone you could recommend? I would appreciate any guidance you’re willing to offer before July 15, when I have to meet with Carl. If you would rather talk on the phone than reply by email, you can reach me at 569- 6314, or let me know a good time to call you. Thank you, Siobhan Major Idea First Present as a direct question, statement, or polite request. Explanation and Details Explain initial request, include background information, and identify benefits. Friendly Closing Express appreciation, state deadlines, and be specific.

7. Copyright © 2013 Cengage Learning Neutral and Positive Messages Planning and Organizing Instant Messaging Responding Goodwill Messages Online Comments

8. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Using Instant Messaging at Work To ask a simple question, to convey information quickly, or to get a fast response In the way IM is used within your organization’s culture Not for personal or confidential business information Not for excessive personal messaging at work When to IM at work Create a professional screen name. Start by asking, “Is this a good time?” or "Got a sec?" Keep IMs short and focused. Follow grammar, punctuation, and capitalization standards. Avoid using abbreviations, and use emoticons sparingly. Follow your company's IM policies. How to IM at work

9. Copyright © 2013 Cengage Learning Neutral and Positive Messages Planning and Organizing Instant Messaging Responding Goodwill Messages Online Comments

10. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Responding to a Neutral Message Respond promptly. Respond courteously. Use the direct organizational plan. Answer all questions asked or implied. Personalize your response. Promote your company. Close on a positive, friendly note.

11. [Click to edit Master title style] Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments How Can You Improve This Response? Question (sent by email) What colors do you have available now for the Honda Civic? If I want a different color, how long would I have to wait? Question (sent by email) What colors do you have available now for the Honda Civic? If I want a different color, how long would I have to wait? Answer (sent by email) Atomic Blue, Taffeta White, and Tango Red. For other colors, it depends. Answer (sent by email) Atomic Blue, Taffeta White, and Tango Red. For other colors, it depends.

12. [Click to edit Master title style] Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Did You Include… Wait times for specific colors? Interior color choices? By when the current colors may still be available? By when other colors should be ordered? Contact information? Encouragement to purchase (promotion)? What else may be important to the customer?

13. Copyright © 2013 Cengage Learning Neutral and Positive Messages Planning and Organizing Instant Messaging Responding Goodwill Messages Online Comments

14. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Types of Goodwill Messages Recognition Notes Congratulatory Notes Thank You Notes Sympathy Notes

15. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments How to Write a Meaningful Goodwill Message Send a goodwill message while the reason is still fresh in the reader’s mind Be Prompt State the major idea in the first sentence or two, even for sympathy notes Be Direct Avoid language that is too flowery or too strong Be Sincere Personalize the message Be Specific A personal note card or a one-paragraph email may be plenty Be Brief

16. Copyright © 2013 Cengage Learning Neutral and Positive Messages Planning and Organizing Instant Messaging Responding Goodwill Messages Online Comments

17. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Happy Will you respond? No Response Reach Out Degrading Misguided Unhappy Monitor Fix the Facts Restore the Relationship Consider Social Media Posts You have found a post about your company. Is it positive? Social Media Posts You have found a post about your company. Is it positive? NO YES NO YES DISCOVER EVALUATE RESPOND Deciding Whether to Respond

18. [Click to edit Master title style] Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Would You Respond to This Comment? How?

19. [Click to edit Master title style] Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments How About This One?

20. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Engaging Customers Online: Starwood What differences do you notice between how Starwood Hotels and the Gap “engage” customers on Twitter?

21. Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Engaging Customers Online: Gap Which is the better approach?

22. Copyright © 2013 Cengage Learning Video Suggestion

23. Video Example Copyright © 2013 Cengage Learning Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments Avon CEO Accepts an Award What are Andrea Jung’s key messages in her speech? What most impresses you about this speech? What would you suggest that Jung change if she delivered this speech again?