Writing for the Workplace: Business Communication for Professionals
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| PART II Correspondence CHAPTER 3 Routine and Positive Messages Much communication in the professional world will entail delivering routine messages such as requests for information or action, replies to customers, and explanations of policies or procedures. Goodwill messages—used to build relationships and extend warmth—are also a common type of routine message. Routine messages are considered positive in situations when the reader will be pleased, interested, or feel neutral about the message. For example, if you were writing to a customer to confirm delivery of an order, the recipient would likely be pleased or at the very least feel neutral about the message. Similarly, if you were writing to congratulate a colleague about a promotion, the reader’s reaction would be to feel pleased. The audience’s expected response to any message dictates how that message is written. Positive messages are organized using ab direct approach, which is constructed using three elements. Opening stating the main purpose, subject, or idea. Body containing relevant details explaining the subject. Ending with a polite request, summary, or goodwill thought We will discuss how this organizational strategy manifests itself in our discussion of specific genres later in this chapter. The way you relay a positive or routine message—in other words, the type of media you select to transmit the message—depends on several factors. In some situations, your company may dictate communication protocol, in which case you must adhere to those guidelines. However, other times you may need to choose from the various types of media email, letter, memo, phone, or text message. Your choice will depend upon your audience, the level of formality the situation calls for, and your purpose in writing. |