Writing Routine and
Positive Messages
Chapter 8
Learning Objectives
1. Outline an effective strategy for writing routine business
requests.
2. Describe three common types of routine requests.
3. Outline an effective strategy for writing routine replies
and positive messages.
4. Describe six common types of routine replies and positive
messages.
Strategy for Routine Requests
Outline an effective strategy for writing routine business
requests.
Three Parts of a Routine Request
● The Opening
● The Body
● The Close
Stating Your Request Up Front
● Pay Attention to Tone
● Assume Audience Compliance
● Be Specific
Explaining and Justifying Your Request
● Smooth and Logical Explanation
● Show Benefit to the Reader
● Ask the Most Important Question First
● Breakdown Complex Requests
Requesting Specific Action in a Courteous Close
● Specific Request and Deadline
● Contact Information
● Expression of Appreciation
Common Examples of Routine Requests
Describe three common types of routine requests.
Asking for Information and Action
● State Request Clearly
● Support Why You’re Making the Request
● Appeal to Readers’ Interests If Applicable
Asking for Recommendations
● Ask Permission
● Organize Your Request Using the Direct Approach
● State the Purpose of the Recommendation
● Remind the Reader How You Know Each Other
● Close with an Expression of Appreciation
Making Claims and Requesting Adjustments
● Explain the Problem and Give Details
● Provide Backup Information
● Request Specific Action
Strategy for Routine and Positive Messages
Outline an effective strategy for writing routine replies and
positive messages.
Starting with the Main Idea
● What is the Single Most Important Message I have for the
Audience?
○ Clear and Concise Opening
○ Share Good News First
○ Prepare Audience for Details that Follow
Providing Details and Explanation
● Use the Body to Explain Your Point Completely
● Use the Indirect Approach
● Only Use Negative Information if it
● Will Elicit a Positive Response
● Provide Assurance to Customer
Ending With a Courteous Close
● End on a Neutral or Positive Note
● A Simple “Thank You” May Suffice
● Clearly Communicate any Necessary Follow-Up Action
Common Examples of Routine and Positive Messages
Describe six common types of routine replies and positive
messages.
Answering Requests for Information or Action
● Three Main Goals
○ Respond to the Inquiry and Answer All Questions
○ Leave the Reader with a Good Impression
○ Encourage the Future Sale
Granting Claims and Requests for Adjustment
● Acknowledge Receipt of the Customer’s Claim or
Complaint
● Sympathize with the Customer
● Take Personal Responsibility
● Explain How You Resolved the Situation
● Take Steps to Repair the Relationship
● Follow Up
Providing Recommendations and References
● Candidate’s Full Name
● Objective Candidate is Seeking
● Nature of Relationship with Candidate
● Facts Relevant to Candidate and the Opportunity
● Comparison of Candidate to Peers
● Overall Evaluation of Candidate
Sharing Routine Information
● State the Purpose
● Provide Necessary Details
● End with a Courteous Close
Announcing Good News
● External Messages
○ News Releases
○ Direct-to-Consumer Releases
○ Social Media Releases
Fostering Goodwill
● Sending Congratulations
● Sending Messages of Appreciation
● Offering Condolences
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