Writing Routine and Positive Messages

Much of the vital communication between a company and its customers is about routine matters, from product operation hints and technical support to refunds and ordering glitches.

The three-step writing process gives you a great way to produce these messages effectively and efficiently:

1. Planning a Routine or Positive Message
2. Writing a Routine or Positive Message
3. Completing a Routine or Positive Message

Strategy for Routine Requests
Making requests - for information, action, products, adjustemnts, or other matters - is a routine part of business. Like all other business messages, a routine request has three parts: (1) Opening, (2) Body, (3) Closing. Using the direct approach, open with your main idea, which is a clear statement of your request. Then use the body to give details and justify your request. Finally, close by requesting specific action.

Opening
Begin routine requests by placing your initial request first; up front is where it stands out and gets the most attention. Be specific!

Body
Use the body of your message to explain your request. Make the explanation a smooth and logical outgrowth of your opening remarks. If possible, point out how complying with the request could benefit the reader.
This list of tips helps organize your message and helps your audience identify the information you need:

• Ask the most important questions first
• Ask only relevant questions
• Deal with only one topic per question

Closing
Close your message with three important elements: (1) a specific request, (2) information about how you can be reached, and (3) an expression of appreciation or goodwill. If necessary, include specific dates for when information should be sent to you. Ex: Please provide the figures by May 5.

Example Routine Request:

__________________________________________________________________________________

Dear Bioverse,

Please provide additional information on distribution opportunities for your Healthy Ponds product line, as mentioned on your website. Enviro Domestic is a 20-year-old firm with a well-established design, retail, and service presence in the Oklahoma City area, and we believe your bioremediation products would make a compelling addition to our offerings.
         In Particular we would appreciate answers to the following questions:

1. Do you offer exclusive regional distribution contracts?
2. Do you offer factory training for sales and service specialists?
3. Do you plan to expand beyond water bioremediation solutions into other landscaping products?

Please let us hear from you by February 15.
__________________________________________________________________________________

Many of the routine messages you'll be writing will likely fall into a few main categories:

• asking for information and action
• asking for recommendations
• making claims and requesting adjustments

Asking for Information and Action
When you need to know about something, elicit an opinion from someone, or request a simple action, you usually need only ask. In essence, simple requests say:

• What you want to know or what you want readers to do
• Why you're making the request
• Why it may be in your readers' interest to help you

Asking for RecommendationsThe need to inquire about people arises often in business. For example, before extending credit or awarding contracts, jobs, promotions, or scholarships, companies often ask applicants to supply references.

Making Claims and Requesting Adjustments
If you're dissatisfied with a company's product or service, you can opt to make a claim (a formal complaint) or request an adjustment (a settlement of a claim).

Routine Replies and Positive Messages
You have several goals for messages:

1. Communicate the information or the good news
2. Answer all questions
3. Provide all required details
4. Leave your reader with a good impression of you and your firm

Like a request, a routine reply or positive message has an opening, a body, and a closing, and usually uses the direct approach. By opening routine and positive messages with the main idea or good news, you're preparing your audience for the detail that follows. Use the body to explain your point completely so that your audience won't be confused or doubtful about your meaning. Make sure audience members understand what to do next and how that action will benefit them through your conclusion.

Most routine and positive messages fall into six main categories:

1. Answers to requests for information and action
2. Grants of claims and requests for adjustment
3. Recommendations
4. Informative messages
5. Good-news announcements
6. Goodwill messages

A prompt, gracious, and thorough response will positively influence how people think about you and the organization you represent.