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5 How organizations exchange Messages and Information People working in organizations exchange information both externally and internally. External messages go to customers, suppliers, other business, and government agencies. Internal messages go to fellow employees. The messages are increasing because organizations are downsizing, flattening chains of command, forming work teams, and empowering rank-and-file employees. Written messages fall into two categories: paper-based, which include business letters and memos. Electronic messages include e-mail, instant messaging, podcasts, blogs, and wikis. Communicating with paper-based messages --Business letter: this is the best channel when a permanent record is necessary, when confidentiality is important, when sensitivity and formality are essential, and when you need to make a persuasive, well-considered presentation. --Interoffice memos: employees use memos primarily to convey confidential information, emphasize ideas, deliver lengthy documents, or lend importance to a message. They are especially appropriate for explaining organizational procedures or policies. Communicating with electronic messages --E-mail: it is inappropriate for sensitive, confidential, or lengthy documents. Used professionally, it is a business tool. --Instant Messaging: appropriate for brief comments, instant messaging is faster and more interactive than email. -- Text messaging: sending really short messages (160 characters or less) from mobile phones and other wireless devices. This method uses Short Message service(SMS). --Podcasts: is a digital media file that is distributed over the Internet and downloaded on portable media players and personal computers. In business they are useful for improving customers relations, marketing, training, product launches, and viral marketing. --Blogs: is a Web site with journal entries usually written by one person with comments added by others. Businesses use blogs to keep customers and employees informed and to receive feedback. They may be useful fro marketing and promotion. --Wikis: is a web site that enables multiple users to collaboratively create and edit pages. They can be used to manage and organize meeting notes, team agendas, and company calendars, thats why it is a valuable project management tool.

Organizing E-mail messages and memos Knowing when to send an e-mail or a memo: e-mail is appropriate for short, informal messages that request information and respond to inquires. It is especially effective for messages to multiple receivers and messages that must be archived. It is also appropriate as a cover document when sending longer attachments. Interoffice memos are appropriate if you are delivering confidential data, such as salary or employee review information, if you are sending a lengthy repor to others within your organization. Components of E-mail messages and memos: --Writing the Subject line: it summarizes the purpose of the message in abbreviated form. Because of this it is mandatory that it should be informative. --Opening with the main idea: direct e-mails and memos open by revealing the main idea immediately. --Explaining in the body: designed for easy comprehension the body explains one topic. It also provides more information about the reason fro writing. --Closing with a purpose: messages should close with (a) action information including dates and deadlines, (b) a summary or (c) a closing thought. --Putting it all together: revision helps you think through a problem, clarify a solution, and express it clearly. Applying e-mail and memo formats Formatting email messages --Guide words: an email contains guide words, an optional greeting, and a concise and easy-to-read message. --Greeting: and email greeting shows friendliness and indicates the beginning of the message. --Body: cover one topic, and use standard caps and lowercase letters. --Closing lines: email messages are most helpful when they conclude with the writers full contact information. Formatting interoffice memorandums --Memo forms and margins: hard-copy memos are useful for internal messages that require a permanent record or formality. They include the basic elements of date, to, from and subject. Have to prepare a name. --Preparing memos as email attachments: to delver a long or formal document, send a cover e-mail with an attachment.

Using the writing process to create effective internal messages Analyzing, anticipating and adapting: in the prewriting phase you will spend some time analyzing your task. You should ask yourself these questions: Do I really need to write this email or memo? Why am I writing? How will the reader react? How can I save my readers time? Researching, organizing and composing: gather background information, organize it into an outline, compose your message, and revise for clarity, correctness, and feedback. Revising, proofreading, and evaluating: revise for clarity and conciseness, revise for readability, proofread for correctness and plan for feedback. Best practices for using email smartly, safely, and professionaly despite its popularity, email may be dangerous because messages travel long distances, are difficult to erase, and may become evidence in court. Best practices- getting started --Consider composing offline: especially for important messages. --Get the address right: --Avoid misleading subject lines: --Apply top of screen test: Content, tone, and correctness --Be concise: dont write unnecessary information --Dont send anything you wouldnt want published: email creates a permanent record that could harm you. --Dont use email to avoid contact: it is inappropriate for breaking bad news or for resolving arguments. --Care about correctness: people judge. --Care about tone: avoid sounding curt, negative, or domineering --Resist humor and tongue in cheek comments. Netiquette --Limit any tendency to send blanket copies: send copies only to people who really need to see a message

--Consider using identifying labels: --Use capital letters only for emphasis or for titles: avoid writing entire messages --Dont forward without permission and beware of long threads Reading and replying to e-mail --Scan all messages in your inbox before replying to each individually --Print only when necessary --Acknowledge receipt --Dont automatically return the senders message. Avoid irritating your recipients by returning the entire thread. --Revise the subject line if the topic changes: --Provide a clear, complete first sentence --Never respond when you are angry Personal Use --Dont use company computers for personal matters: unless your company specifically allows it. --Assume that all e-mail is monitored: employers legally have the right to monitor email. Other smart email practices --Improve the readability of longer messages with graphic highlighting: help the reader with headings, bullets, etc. --Consider cultural differences: be especially clear and precise in your language in email messages that travel across borders. --Double-check before hitting the send button. Using instant messaging professionally Pros: --Speed: connects people immediately --Cost savings: reduces telephone bills --Presence functionality: locates people online --Convenience: provides quick answers to short questions. --Productivity booster: speeds project completion, enables multitasking.

Cons: --Security: imperils privileged information --Litigation: endangers companies with possibilities of disclosures in lawsuits --Control: requires companies to establish and enforce usage rules. --Compliance: forces organizations to monitor and track conversations to meet legal requirements. --Productivity thief: distracts workers; encourages frivolous time wasting. Best practices for IM Organize your contact listings, dont use IM to send confidential or sensitive information, be aware that instant messages can be saved, show patience, keep you presence up-to date. Writing information and procedure e-mail messages and memos Some of the most frequent messages that you expect to be writing as a business communicator are (a) information and procedure messages and (b) request and reply messages. Writing plans help beginners get started by providing an outline of what to include. Information and procedure messages generally flow downward from management to employees. Procedures and instructions are often written in numbered steps using command language. Writing plan: Subject line(summarize the content), opening(expand the subject line in a full sentence), Body(provide background data and explain the main idea, consider using lists, bullets, or headings to improve readability), closing(request a specific action, summarize the message, or present a closing thought). Writing Request and reply email messages and memos Writing Plan: Subject line(summarize the request and note the action desired), opening(begin with the request or a brief statement introducing it), body(provide background, justification, and details), closing(request action by specific date) Making direct email and memo requests: use the direct approach in routine requests for information or action, opening with the most important question a polite command, or a brief introductory statement. Replying to email and memo requests: overused and long winded openers bore readers and waste their time while direct opening statements can also be cheerful and empathetic.

 Chapter 6 Sending positive written messages outside your organization The principal channel fro delivering messages outside an organization is business letters Understanding the power of business letters Letters are a primary channel of communication for delivering messages outside an organization. Positive letters help organizations conduct everyday business and convey goodwill to outsiders. Letters to customers receive a high priority because these messages encourage product feed back. --Business letters produce a permanent record: many business transactions require a permanent record and business letters fulfill this function. --Business letters can be confidential: communicators know how dangerous it is to entrust confidential and sensitive information to digital channels. -- Business letters convey formality and sensitivity: they carry a nonverbal message saying the writer considered the message to be significant and the receiver so prestigious that the writer cared enough to write a real message. --Business letters deliver persuasive, well considered messages: a business letter is more effective than other communication channels, letters can persuade people to change their actions, adopt new beliefs, make donations, contribute their time and try new products. Direct requests for information or action Because business letters are costly, avoid writing them unless absolutely necessary. Writing Plan: Opening, Body, Closing. Open your request directly: readers find the openings and closings of letters most interesting and often read them first. The first sentence of an information request is usually a question or a polite command. Begin an information request letter with the most important question of a summarizing statement. If not, you can begin with a summary statement. Put details in the body: the body of a request letter may contain an explanation or a list of questions. Close with an action request: the ending of a request letter should tell the reader what you want done and when

Direct claims: Claim letters register complaints and usually seek correction of a wrong. Writing plan: opening(describe clearly the desired action), body(explain the nature of the claim, tell why the claim is justified, and provide details regarding the action requested), closing(end pleasantly with a goodwill statement and include an end date and action request) Open your claim with a clear statement of what you want: the direct strategy is best for simple claims that require no persuasion Explain and justify your claim in the body: providing details without getting angry improves the effectiveness of the letter. Close your claim with a specific action request: written claims submitted promptly are taken more seriously than delayed ones. End a claim letter with a courteous statement that promotes goodwill and summarizes your action request. Put it all together and revise: revision is the most important phase. Direct replies Before responding to requests, gather facts, check figures and seek approval if necessary. Writing plan: subject line(identify previous correspondence or refer to the main idea), opening(deliver the most important information first), body(arrange information logically, explain and clarify it) closing, (end pleasantly). Open directly with information the reader wants: announce the good news promptly. Arrange your information logically and make it readable: in the body supply explanations and additional information. Be sure to check facts and figures carefully. Arrange the information logically and make it readable by using lists, tables, headings, boldface, italics. Close pleasantly and personally Adjustment letters Then a company receives a claim and decides to respond favorably, the letter is called an adjustment letter. Your goals are: to rectify the wrong, to regain the confidence of the customer, and to promote future business and goodwill. Writing plan: subject line (identify the previouse correspondence and refer to the main topic), opening(grant the request or announce the adjustment immediately), body(provide details about how you are complying with the request, try to regain confidence), closing(end positively with a forward thought) Reveal the good news in the opening: readers want to learn the good news immediately. Be enthusiastic, not grudging, when granting a claim.

Decide whether to apologize Show confidence and helpfulness in he closing Goodwill messages Messages that express thanks, recognition, and sympathy should be written promptly. Taking time to write gives more importance to our well wishing. They should be: --Selfless: be sure to focus on the message solely on the receiver. --Specific: personalize the message by mentioning specific incidents or characteristics of the receiver. --Sincere: let your words show genuine feelings. --Spontaneous: keep the message fresh and enthusiastic --Short: try to accomplish your purpose in a few sentences. Responding to goodwill messages: take the time to respond to any goodwill message. You connect personally, they are efforts to reach out, to form professional and personal bonds. Is email appropriate for goodwill? Handwritten notes are most impressive. But if you frequently communicate with the receiver by email you may do it. Chapter 7 Strategies for delivering bad news The sitting of bad news can be reduced by giving reasons and communicating sensitivel. Primary and secondary goals in communicating bad news --Primary goals: make the receiver understand the bad news, help the receiver accept the bad news, maintain a positive image of you and your organization. --Secondary goals: reduce bad feelings, convey fairness, eliminate future correspondence, avoid creating liability or responsibility for you and your organization. Using the indirect pattern to prepare the reader: The indirect pattern softens the impact of bad news by giving reasons and explanations first. --Buffer: introduce the message with a neutral statement that makes the reader continue reading.

--Reasons: explain why the bad news was necessary and that the matter was taken seriously. --Bad News: provide a clear but understated announcement of the bad news that might include an alternative or a compromise. --Closing: end with a warm, forward-looking statement that might mention good wishes, gifts, or sales promotion. When to use the direct pattern --When the receiver may overlook the bad news --When organization policy suggests directness --When the receiver prefers directness --When firmness is necessary --When the bad news is not damaging. Avoid three causes of legal problems --Abusive language: abusive language becomes legally actionable when it is false, harmful to the persons good name, and published. Libel: when it is written. Slander: when it is spoken. --Careless language: careless language includes statements that could be damaging or misinterpreted. --The good-gut syndrome: avoid statements that make you feel good but may be misleading or innacurate. Use organizational stationary for official business only and beware of making promises that cant be fulfilled. Techniques for delivering bad news sensitively Buffering the opening: to reduce negative feelings, use a buffer opening for sensitive bad-news messages --Best news: start with the part that represents the best news. --Compliment: praise the receiver accomplishmets, organization, or efforts, but do so with honesty. --Appreciation: convey thanks to the reader for doing business, for sending something, for conveying confidence in your organization. --Agreement: make a relevant statement with which both reader and receiver can agree. --Facts: provide objective information that introduces the bad news. --Understanding: shows that you care about the reader

Apologizing An apology is an admission of blameworthiness and regret for an undesirable event. --apologize to customers if your company erred --Apologize sincerely --Accept responsibility. Conveying empathy: Empathy involves understanding and entering into the feelings of someones else. Presenting the reasons Bad news messages should explain reasons before stating the negative news. --Explaining clearly --Citing reader or other benefits if plausible: readers accept bad news more readily if they see that someone benefits. --Explaining company policy: --Choosing positive words: the words you use can affect the readers response. --Showing that the matte was treated seriously and fairly. Cushioning the bad news: --Position the bad news strategically: sandwhich it between other sentences. --Using the passive voice --Accentuating the positive --Implying the refusal --Suggesting a compromise or an alternative Refusing direct requests and claims Writing plan: buffer(start a neutral statement on which both reader and writer can agree), reasons (present valid reasons for refusal), bad news(soften the emphasis of bad news using passive voice), closing(renew good feelings with a positive statement)

Delivering bad news within organizations Bad news, whether delivered in person or in writing, is usually better received when reasons are given first. Giving bad news personally: when you must deliver bad news in person, be sure to gather all the information, prepare, and rehearse. --Gather all the information --Prepare and rehearse --Explain: past, present, future --Consider taking a partner --Think about timing --Be patient with the reaction. Delivering workplace bad news: organizations can sustain employee morale by communicating bad news openly and honestly. Writing plan: buffer(open with neutral or positive statement), reasons(explain the logic behind the bad news), bad news(position the bad news so that it does not stand out), closing(provide info about an alternative) Ethics and the indirect strategy: The indirect strategy is unethical only if the writier intends to deceive the reader. Chapter 8 Making persuasive reports The ability to persuade is primary factor in personal and business success. It is essential when you must present your ideas effectively. Direct claim letters are straightforward and direct. Persuasive request, on the other hand, are generally more effective when they are indirect. Reasons and explanations should precede the main idea. Writing plan: Opening(capture the readers attention and interest. Describe a problem, state something undexpected), body(build interest, explain logically and concisely the purpose of the request), closing(motivate action) Requesting favors and action: people are more likely to grant requests if they see direct or indirect benefits to themselves. Persuading within organizations --Persuading subordinates: this messages follow a direct patern, with the purpose immediately stated.

--Persuading boss: providing evidence is critical. When selling an idea to management, writers often are successful if they make a strong case for saving or earning money. Composing claim and complaint messages: they focus on damaged products, mistaken billing, inaccurate shipments, warranty problemsthe direct pattern is usually best for requesting straightforward adjustments. When you believe your request will be justified use the direct pattern, when it has been ignored use the indirect. Writing sales and marketing messages Traditional direct-mail marketing uses small mail; electronic marketing uses e- mail, web documents and fax. Learning to write sales letters helps you sell yourself and your ideas as well as become a smarter consumer. Sales messages use the AIDA pattern(attention, interest, desire, and action) because it is highly efectinve Writing plan: opening(gain attention), body(build interest), closing(motivate action) --Attention: you offer, benefit, compliemtn, fact, product feature, testimonial, startling statement. --Interest: you should clearly describe the product or service. This part will satisfy the audience needs. Rational appeal: focus on making or saving money, increasing efficiency or making goods use of resources. Emotional appeal: focus on status, ego, and sensual feelings. Dual appeal: both. --Desire: use testimonials, names of satisfied customers, money-back guarantee, free trial or sample, performance tests, polls or awards. --Action: offer a gift, promise an incentive, limit the offer, set a deadline, guarantee satisfaction. Selling by email: --Craft a catchy subject line --Keep the main information above the fold --Make the message short, conversational, and focused --Convey urgency --Sprinkle testimonials throughout copy --Provide means for opting out.