Chapter 8 BA 105W

Is E-mail Appropriate for Goodwill Messages?

Depending on your relationship with the receiver, sending a goodwill message by e-mail is acceptable.

Effective Positive Messages and the Writing Process

Phase 1: Analysis, Anticipation, and Adaptation

Business Letters

-Provide a permanent record -Are confidential and formal -Deliver persuasive, well-considered messages

Phase 2:

Research, Organization, and Drafting

Phase 3:

Revision, Proofreading, and Evaluation

Saying Thank You

Written notes showing appreciation and expressing thanks are significant to their receivers; more so than oral messages

The Five Ss of Goodwill Messages

1) Be selfless 2) be specific 3) be sincere 4) be spontaneous 5) keep it short

Adjustment Messages

1) Opening 2) Body: Explain how you are complying with the claim. 3) Closing: Consider expressing confidence that the problem has been resolved -We hope this refund check proves our commitment to providing excellent customer service

Creating Request Messages

1) Opening- main idea first 2) Body—provide details and explain your purpose 3) Closing—end with appreciation and a call for action -Set an end date, if necessary. Provide a logical reason for the end date -Most emphatic positions in a message are the opening and closing

Adjustment messages have three goals:

1) Rectify a wrong, if one exists. 2) Regain the confidence of the customer. 3) Promote future business.

Responding to Requests

1) Subject Line 2) Opening: Deliver the information the reader wants

Examples of straightforward claims:

1) The transmission in your car gave out within the warranty period. 2) A shipment arrived two weeks after it was promised. 3) Your credit card was billed twice for a purchase you made.

Most businesses

make adjustments promptly

In the workplace most messages are

positive or neutral and, therefore, direct.

Delay makes

the claim seem less important

Claims are written by customers

to identify or to correct a problem with products or services they have purchased. (BONUS)

Act promptly

when making a claim