Planning & Writing Business Messages – Quick Notes with Examples
1. TYPES OF AUDIENCES
Understand who you're writing for. Tailoring the content based on audience type improves
effectiveness. - Experts: Deep knowledge; involved in designing and testing. Example: Writing a
research paper for AI developers. - Technicians: Practical users; install or fix systems. Example: A
guide for hardware technicians on replacing SSDs. - Executives: Business decision-makers; less
technical. Example: A project proposal highlighting ROI for CEOs. - Non-specialists: General public;
minimal technical knowledge. Example: A phone manual for everyday users.
2. AUDIENCE ANALYSIS
Know your reader’s background, needs, and preferences. This helps shape the tone, content, and
format. - Background Knowledge: Determine what they already know. Example: Explain basic
browser use in a guide for beginners. - Needs & Interests: Focus on what they want to learn or
achieve. Example: Real estate firm reading about how climate affects land. - Demographics: Age,
location, gender, culture, etc. Example: Use visual elements for young readers. - Multiple
Audiences: One document may serve many types. Example: A product manual with both setup (for
users) and specs (for engineers).
3. AUDIENCE ADAPTATION
Adjust your writing to suit your audience. - Add Needed Info: Provide essential background or
steps. Example: Include app installation steps for first-time users. - Omit Unneeded Info: Skip
irrelevant theory. Example: Avoid deep science in a cooking microwave guide. - Change Level:
Make it more technical or simple. Example: Use layman’s terms for customer service replies. - Add
Examples: Help clarify ideas. Example: “Think of VPN as a secure tunnel for your data.” - Use
Graphics: Great for non-specialists. Example: Add labeled images in a user manual. - Strong
Introductions: Set expectations clearly. Example: “This report explains your 2025 tax changes.” -
Stronger Transitions: Improve flow and logic. Example: “However,” “In contrast,” “For example.” -
Break or Combine Text: Use short paragraphs or grouped info. Example: 4-line paragraphs for blog
posts. - Use Cross-references: Point readers to additional info. Example: “See FAQ section on page
10.”
4. THREE-STEP WRITING PROCESS
A method to write clearly and effectively in business. A. PLAN - Analyze Situation: Know purpose
and audience. Example: Writing an apology email? Be polite and concise. - Gather Info: Collect
necessary facts. Example: Product specs for a sales pitch. - Choose Medium: Email, report, call,
presentation? Example: Send a formal letter for job offers. - Organize Info: Choose logical structure
(direct/indirect). Example: Start with conclusion in an executive summary. B. WRITE - Adapt to
Audience: Focus on reader’s interest (use “you” attitude). Example: “You’ll benefit from our new
loyalty program,” not “We’ve added a new program.” - Build Relationship: Be professional, clear,
and brand-appropriate. Example: Use friendly tone in welcome emails. - Compose Message: Use
strong words and good sentence structure. Example: “Save 30% now,” instead of “There may be
some discount.” C. COMPLETE - Revise Message: Edit for clarity, tone, and flow. Example: Cut
long sentences and repeated ideas. - Produce Message: Ensure it looks clean and professional.
Example: Use headers and bullet points in a report. - Proofread Message: Check grammar, spelling,
and layout. Example: Fix typos in the subject line before emailing. - Distribute Message: Deliver
through the best channel. Example: Share a press release via email and website.
5. THE “YOU” ATTITUDE
Focus on the reader, not the writer. Shows empathy and increases engagement. Bad: “We are
launching a new plan.” Good: “You can enjoy more benefits with our new plan.”
6. PURPOSE OF WRITING
Every message has a goal. Know yours. - Expressing: Share personal feelings. Example: Journal
or emotional blog. - Exploring: Think through ideas. Example: Rough draft with brainstorming. -
Entertaining: Amuse the reader. Example: Humorous article. - Informing: Give clear facts. Example:
A news report or weather update. - Explaining: Go deeper with how/why. Example: “Why electric
cars are better for the environment.” - Arguing: Persuade using logic. Example: Essay on banning
plastic. - Persuading: Influence feelings or actions. Example: Advertisement for a new phone. -
Evaluating: Judge based on standards. Example: A restaurant review. - Problem Solving: Propose a
solution. Example: “How to reduce noise pollution in cities.” - Mediating: Balance opposing views.
Example: Suggesting a compromise in workplace conflict.
7. COMBINING PURPOSES
A message can serve multiple goals. Example: An article may inform about climate change and
persuade readers to recycle.
8. PROFILE YOUR AUDIENCE
Gather info to tailor your message effectively. - Who are they? - How big is the audience? - Where
are they located? - What is their knowledge level? - What do they expect or prefer? Example: A tech
startup pitch should use visuals and simple words for investors.