BCOM Chap 7

There are two types of beginnings. True or False

True

Acknowledging a customer's order and positively addressing any problems.

Order acknowledgement

Could you please send me the dimensions of the first and second floor corner offices of the Riverdale office space you advertised on Craigslist on May 24th?

A Direct question or request. Beginning 1

The 3,200 square foot Riverdale office space you advertised on May 24th on craigslist seems like a great fit for our regional headquarters. To help us decide on a new office space, could you please answer a few questions about he Riverdale offices?

A brief background statement to orient the reader. Beginning 2

Begin the good news directly. Overcome negative impressions with positives. Incidentally identify the message you are answering. Avoid or de-emphasize negatives that recall the situation being corrected. Regain lost confidence through explanation or corrective action. End with friendly, positive words.

Adjustment Grants

A message letting a business know that there's a problem with a product or service.

Direct Claim

Begin with a polite but direct statement, anticipating that the reader will grant your request. Explain the issue. Provide a goodwill closing.

Direct Claim Plan

Could you please send me the dimensions of the first and second floor corner offices of the Riverdale office space you advertised on Craigslist on May 24th? Our company is interested in renting new office space by the end of July. We are meeting about possibilities this week. If you could send the dimensions to us by today, that would be great. If not, Tuesday would work as well. We look forward to considering your space in our search for a new location.

Informal Inquiry

Organize in the direct order. Choose the appropriate tone. Be clear and courteous. Close in a way that builds goodwill.

Operational messages.

Dear Mr. Piper:  Will you please answer the following questions about the 3,200-square-foot Riverdale office suite advertised May 24 on craigslist? This space may be suitable for the new regional headquarters we are opening in your city in August. * Is the layout of these offices suitable for a workforce of two administrators, a receptionist, and seven office employees? (If possible, please send us a diagram of the space.) * What are the dimensions of the corner offices on the first and second floors? What is the annual rental charge? * Are housekeeping, maintenance, and utilities included? * What type of flooring and walls does the office space have? * Does the location provide easy access to mass transportation and the airport? * What is the length of the lease agreement? * What escalation provisions are included in the lease agreement?  We look forward to learning more about your property. We hope to secure a space that meets our needs by July 21.

Routine Inquiry

Focus directly on the objective, with either a specific question that sets up the entire message or a general request for information. Include any necessary explanation, wherever it best fits. If two or more questions are involved, make them stand out with bullets, numbering, paragraphing and or question form. End with goodwill words adapted to the topic of the message.

Routine Inquiry Order

Begin with a statement of thanks. Follow with a personalized comment, relevant to the reader. Conclude with a forward-looking statement.

Thank You Messages.

Begin with your objective, stating it immediately in the first sentence or after a brief summary of background information. Cover the remaining part of the objective. End with goodwill.

The General Plan for Direct Order