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Planning Business

Messages

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Effective Business
Writing

Audience-
Purposeful Concise
Centered

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Three-Step Writing Process

Step 1 Step 2 Step 3


Planning Writing Completing

Analyze Organize Revise

Investigate Select Produce

Adapt Compose Proofread

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Analyze Your Purpose

General Specific

Realism

Timing

Delivery

Acceptability

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Profile Your Audience

Decision Makers Overall Size Overall


and Key People of Audience Composition

Level of Expectations Probable


Understanding and Preferences Reaction

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Gather Information

Viewpoints Reports and


of Others Company Documents

Supervisors,
Audience
Colleagues, and
Input
Customers

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Provide Information

Accurate Ethical

Precise

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Channel and Medium

Richer Leaner

Face-to-Face Notes, Letters,


Memos
Telephone Fliers, Bulletins,
E-mail Standard Reports

A Continuum of Media Richness


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Communication Channels
Use An Oral Channel Use A Written Channel

•Need immediate feedback •Don’t need immediate feedback

•Relatively simple message •Detailed, complex message

•Don’t need permanent record •Need permanent record

•Easy to assemble audience •Large, dispersed audience

•Encourage interaction •Minimize distortion


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Voice Mail Teleconference
Electronic
Media
Computer
Videotape
Conference

Faxing E-mail

Instant
Global Communication Websites
Messages
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Speed of Information

Advantages Time-Zone Barriers

Dispersed Audience

Electronic
Communication

Inappropriate Content

Disadvantages Privacy Issues

Reduced Productivity
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Relating to the Audience

“You” Positive Credible


Attitude Tone Image

Polite Bias-Free Corporate


Treatment Language Image

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The “You” Attitude
Instead of This Use This

To help us process this order, So that your order can be filled


we must ask for another copy of promptly, please send another
the requisition. copy of the requisition.

Instead of This Use This

You should never use that type That type of paper doesn’t work
of paper in the copy machine. very well in the copy machine.

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Emphasize the Positive
Instead of This Use This

Cheap Merchandise Bargain Prices


Toilet Paper Bathroom Tissue
Used Cars Resale Cars
High-Calorie Food High-Energy Food
Elderly Person Senior Citizen
Pimples and Zits Complexion Problems
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Establish Credibility

Show
Show Explain
Explain
Understanding
Understanding Credentials
Credentials

Provide
Provide Be
Be Believe
Believe in
in
Evidence
Evidence Sincere
Sincere Yourself
Yourself

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Promote Practice
Goodwill Diplomacy

Politeness
and Courtesy

Be Prompt Use Tact

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Gender Race or
Ethnicity

Bias-Free
Language

Disability Age Bias

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The Company’s Image

• Be a spokesperson

• Convey the right impression

• Minimize your own views

• Maximize company interests

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