COMM 205 Lecture Notes - Lecture 8: Apollo 11 Goodwill MessagesPremium
2 pages64 viewsWinter 2017
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Chapter 8: Positive Messages
Start with the main idea; the most emphatic positions in a message are the opening and closing.
Ask a question or issue a polite command: Will you please answer the following questions …
Avoid long explanations preceding the main ideas
Explain your purpose and provide necessary detail.
Frame your questions logically.
Focus on reader beneﬁts.
Express questions in parallel form. Number or bullet them.
To elicit the most information, use open questions (What training programs do you
recommend?) rather than closed questions, which require a yes-or-no answer (Are training
State speciﬁcally, but courteously, what action is to be taken.
Set an end date, if one is signiﬁcant. Explain.
Avoid trite and presumptuous endings (Thank you in advance for …). Show appreciation, but
use a fresh expression.
Make it easy for receiver to comply with your request.
Responding to Requests
Consider including a subject line to identify the topic and any previous correspondence.
Use abbreviated style, omitting articles
(a, an, the).
Deliver the information the reader wants.
When announcing good news, do so promptly.
Supply explanations and additional information.
Check facts and ﬁgures carefully.
Use lists, tables, headings, boldface, italics, or other graphic devices to improve readability.
In letters to customers, promote your products and your organization.
Remember to use the “you” view.
Refer to the information provided or to its use.
Help the reader with speciﬁcs, if further action is required.
Offer concluding thought, perhaps referring to the information or action requested.
Avoid cliché endings: If you have any other questions, don’t hesitate to call.
Guidelines for responding to online posts:
Respond in a friendly, professional tone.
Correct mistakes politely.
Do not argue, insult, or blame others.
State your name and position.
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