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Prentice Hall, 2008 Writing Routine and Positive Messages Prentice Hall, 2008 The Three-Step Process Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Compose the Message Planning Completing Writing Prentice Hall, 2008 Routine Request Strategy State Request Clarify Request Close Message Pay Attention to Tone Important Questions Specific Request Assume Compliance Relevant Questions Contact Information Be Specific One-Topic Questions Appreciation/Goodwill Prentice Hall, 2008 Common Requests Information and Action Recommendations Claims or Adjustments Prentice Hall, 2008 Information and Action Adapt to Situation Adapt to Audience Straightforward Style State the Request Support the Request Offer Reader Benefits Prentice Hall, 2008 Recommendations Make the Request Establish Rapport Express Appreciation The Direct Approach Prentice Hall, 2008 Claims and Adjustments State the problem Explain the problem Provide verification Request action Prentice Hall, 2008 Routine Repliesand Positive Messages Overall Goals Offer Information Answer Questions Provide Details Make an Impression Announcements Goodwill Responses Prentice Hall, 2008 Routine-Message Strategy The Message Receptive Audience Main Idea Relevant Details Cordial Close Prentice Hall, 2008 Common Routine Replies and Positive Messages Information and action Claims and adjustments Recommendations Informative messages Good-news announcements Goodwill messages Prentice Hall, 2008 Customer Is at Fault Refuse the Claim Grant the Claim Cost of Adjustment Cost of Lost Business Discourage Mistakes Maintain the Customer Prentice Hall, 2008 Third-Party Is at Fault Evaluate Situation Offer Solutions Avoid Blame Game Prentice Hall, 2008 Recommendations Candidate’s Name Position or Objective Nature of Relationship Why You Are Writing Relevant Evidence Overall Evaluation Prentice Hall, 2008 Informative Messages Notices Policies Prentice Hall, 2008 Goodw