Chapter 7 Routine Messages.docx

5 Pages
Unlock Document

Business Administration - Accounting & Financial Planning
Business Administration - Accounting & Financial Planning EAC349

Chapter 7 Routine Messages E.g. acceptances, positive answers to requests, announcements of policy changes, routine requests, transmittals, news releases etc. All messages are informative – they explain or tell readers something  They also involve persuasion – anticipating audience reactions help determine the persuasiveness of the message Primary purpose of routine messages  Give info to the  De-emphasize -ve  Get the reader to read, understand reader or reassure comments and view message positively Secondary purpose  Build  Cement good relationship  Ensure message minimizes credibility between writer and the reader work for the writer Message length depends on purpose, audience’s needs and complexity of the situation Writing letters, memos and emails  Print messages when situation requires higher level of formality or it is a legal requirement  Letters are for outside the organization whiles memos are for inside  Both can be o Long or short o Formal or informal o Simple responses or difficult ones when new situation or higher stakes  Use of email has led to o Developing email o Safeguarding access & o Monitoring email use policies and procedures controls o Limiting personal use o Training employees to treat email appropriately  Language and tone choices should be made carefully since no nonverbal cues Formatting letters, memos and emails Letters  Block format with inside address, date and signature block aligned to the left  Same level of formality in salutation as in talking to someone on the phone  Complimentary closes – sincerely, yours truly. Informal close – cordially – for a friend  In mixed punctuation: A colon after salutation and comma after close. Can use comma when sales or fundraising to look personal  Subject lines in memo – specific, concise and appropriate  Reference line: refers the reader to the number used on the previous correspondence this letter replies to, or the order/invoice number it is about o 2 lines bellow the date line  Use heading on second page to identify it – use readers name if many letters  For remaining pages, use plain paper that matches the letterhead in weight, texture & color  Use envelopes with cut-outs for inside address  Refer to any enclosures in the letter – documents that are enclosed in the envelope  List other people names as “cc, c, pc” who are getting the letter too. Can bc to other people o Bc listed on the copy saved for the file Formatting envelopes  From on the top left, to in the centre and stamp on the top right Formatting memos and emails  Guide headings (To, From, Subject) available in emails; also date and time – used in memos  Some writers still use a salutation and a closing in emails o Signoff is where the emotional tenor of the message shows – neutral, friendly, chilly o Depending on the audience and context, use a signoff. Cheers for Europe  No indents for memos  Subject required for memos, headings optional but no headings for first paragraph  Initial by To/From block – tells the reader you proofread – sometimes sign but at the end  If 1+ pages, then set up either: o Brief subject line or readers name, date, page # in separate lines OR in one line Organizing routine messages – Direct Approach a. Give good news and summarize the main points o Date of policies, amount of a discount; make it clear you are responding to issue b. Give details, clarification, background o Don’t be repetitive, answer any potential questions, provide all the info to achieve your purpose, present details in order of importance to the reader c. Present negative elements as positively as possible o Policy limits, incomplete info, requirements for discount or benefits d. Explain reader benefits o Most informative memos need reader benefits; make them clear, convincing e. Use a goodwill ending: positive, personal and forward looking o Shift emphasis from message to reader to show that serving the reader is important Subject lines  Creates important first impression  Helps in filing & retrieving the document  Reason for the document  Framework for the content Criteria for good subject  Specific – enough to differentiate but broad enough to cover the message’s content  Concise – 3 to 7 words  Appropriate – good news in subject; catchy for email messages Reader Benefits Don’t need them when:  Factual info only  Reader’s attitude towards info doesn’t matter  Obvious benefits  Stressing benefits may make reader seem selfish Need when  Policies  Shape reader’s attitudes towards info or org.
More Less

Related notes for Business Administration - Accounting & Financial Planning EAC349

Log In


Join OneClass

Access over 10 million pages of study
documents for 1.3 million courses.

Sign up

Join to view


By registering, I agree to the Terms and Privacy Policies
Already have an account?
Just a few more details

So we can recommend you notes for your school.

Reset Password

Please enter below the email address you registered with and we will send you a link to reset your password.

Add your courses

Get notes from the top students in your class.