Writing Routine and

Positive Messages
By: Group 8
 Learning Objectives
After studying this Chapter, you will be able to:

• Apply the three-step writing process to routine

messages
• Discuss the differences among three types of routine
requests
• Outline how best to protect yourself when referring to a
candidate’s shortcomings in a recommendation letter
• Describe the importance of goodwill messages
 Using the Three-Step Process
1. Planning Routine Messages
a. Analyze your audience, gather information, and adapt
message to readers.

2. Writing Routine Messages

a. Organize according to the direct approach
b. Use conversational tone
c. Use plain English.

3. Completing Routine Messages

a. proofread and allow time for revisions
Your letter head
(including your address)

April 17, 2008

Mr. James Corrinda

Village Feed and Hay
37 Long Creek Rd.
North Adams, MA 01269

Dear Mr. Corrinda:

• Clearly state the main idea, the request or the good news.

• Include all details necessary.

• Close cordially and refer to the good news or state the specific action you desire.
Sincerely,
Joseph Masterson,
Manager
1181 Ashport Drive
Tate Springs, TN 38101
March 14, 2007
Professor Lyndon Kenton
School of Business
University of Tennessee, Knoxville
Knoxville, TN 37916

Dear Professor Kenton:

I recently interviewed with Strategic Investments and have been called for
a second interview for their Analyst Training Program (ATP). They have
requested at least one recommendation from a professor, and I immediately thought
of you. May I have a letter of recommendation from you?

As you may recall, I took BUS 485, Financial Analysis, from you in the fall of
2005. I enjoyed the class and finished the term with an “A.” Professor Kenton, your
comments on assertiveness impressed me beyond the scope of the actual course
material. In fact, taking your course helped me decide on a future as a financial
analyst.
My enclosed résumé includes all my relevant work experience and volunteer
activities. I would also like to add that I’ve handled the financial planning for
our family since my father passed away several years ago. Although I
initially
learned by trial and error, I have increasingly applied my business training in
deciding what stocks or bonds to trade. This, I believe, has given me a
practical edge over others who may be applying for the same job.

If possible, Ms. Blackmon in Human Resources needs to receive your letter

by March 30. For your convenience, I’ve enclosed a preaddressed, stamped
envelope.

I appreciate your time and effort in writing this letter of recommendation for
me. It will be great to put my education to work, and I’ll keep you informed
of my progress. Thank you for your consideration in this matter.

Sincerely,
Joanne Tucker
Enclosure
 Example of an ineffective request letter
We have been at our present location only three months, and we
don’t understand why our December utility bill is $115 and our
January bill is $117.50.  Businesses on both sides of us, in offices
just like ours, are paying only $43.00 and $45.00 for the same
months.  We have similar computer and office equipment, so
something must be wrong.
Small businesses are helpless against big utility companies.  How
can we prove that you read the meter wrong, or that the November
bill from before we even moved here got added to our December
bill?  We want someone to check this meter right away.  We can’t
afford to pay these big bills.
 Improved Version of The Request
Letter
Dear Customer Service Representative: 

The utility meter in our store may not be accurate.  Please send
someone to check it. 

We have been at our current location since December 1, almost three

months.  Our monthly bill is nearly triple that of neighboring
businesses in this building, yet we all have similar storefronts and
equipment.  In December we paid $115 and in January our bill was
$117.50—the highest bills the neighboring businesses have paid were
$43 and $45. 

If your representative could visit our store, he or she could do an

analysis of how much energy we are using.  We understand that you
regularly provide this helpful service to customers. 

We would appreciate hearing back from you this week.  You can
reach me by calling 555-3876 during regular business hours. 
 Types of Routine Requests
1. Information and Action
a. What do you want to know
b. Why do you want to know
c. Why is it in the reader’s interest to help you

2. Making Claims and Requesting Adjustments

a. Put your claim in writing
b. Be honest
c. Document claim with copies of invoices, sales receipts, canceled checks,
etc.
d. Don’t take frustration out on employees
e. Assume that a fair adjustment will be made

3. Requesting Recommendations and References

a. When asking someone to write a letter of recommendation,
provide the person with dates, events, personal data, etc.
b. Never give a person as reference without first asking permission.
 Making Claims and Requesting
Adjustments
1. State the Problem
a. Document your dissatisfaction

2. Offer Details and Explanation

a. Invoices, sales receipts, cancelled checks, etc.

3. Propose Specific Action or Solution

 Strategy for Routine
Replies/Positive Messages
1. Instead of This
a. I am pleased to inform you
b. No, we no longer carry that line of clothing.

2. Write This
a. Congratulations!
b. We now have a new line of clothing that has
replaced the item you asked about
Granting Claims and Requests for
Adjustments
1. When your Company is at fault
a. Do not blame individuals and/or departments
b. Avoid excuses
c. Never promise it’ll never happen again
d. State that the error was an unusual incident!

2. When the Customer is at fault

a. Refuse the claim and justify actions.
b. May lose the customer
c. May lose other customers through unhappy
customer
d. Or, honor the customer’s request
Granting Claims and Requests for
Adjustments
When a Third Party is at Fault
1 Honor the claim (most used)
a. Use good news letter

2 Honor the claim, but explain that you’re not at

fault
a. Use good news letter; stress your explanation

3 Refer the claimant to the third party (usually bad

choice)
a. Not satisfying the customer’s need.
b. May use bad-news message
References and Recommendations
1 Letter should contain:
a. Full name of candidate
b. Job or benefit being sought
c. Nature of relationship with candidate
d. Facts relevant to the position or benefit sought
e. Overall evaluation of the candidate's suitability for the job or
benefit.

2 Shortcoming: (beware of being libelous)

a. Include only relevant, factual information
b. Avoid value judgments
c. Balance criticisms with favorable points
 Sending Goodwill Messages

• 1 Be sincere and honest

• 2 Congratulations
• 3 Appreciation and
• 4 Condolence
 Condolence Letters
1. Keep reminiscences brief
2 .Write in your own words
3. Be tactful
4. Take special care
5 .Write about special qualities of the deceased
6 .Write about special qualities of the bereaved
person
 Three Step writing process

Planning Writing Completing

 Routine Request Strategy

State the Request Explain and Justify Close the Message

 State the Request

• Pay attention to tone

• Assume audience will comply
• Be specific
 Support the Request
• Explain your initial request
• Stress reader benefits
• Ask questions
▫ Ask important questions first
▫ Ask relevant questions
▫ Deal with one topic per question
 Close the Message

• Make a specific request

• Provide contact information
• Express appreciation and goodwill
 Action and Information
• Internal audience
• External audience
▫ State your request
▫ Support the request
▫ Close the request
 Recommendation
s
State the request
Support your request
Provide a résumé
Express appreciation
Provide instructions
 Claims and Adjustments
• Stay professional
• Expect a fair adjustment
• Documental correspondence
▫ State the problem
▫ Offer details and explanations
▫ Propose a specific action or solution
 Routine Replies
and Positive Messages
• Start with the main idea
• Provide details and explanations
• End with a courteous close
 Types of Routine Replies and
Positive Messages
• Requests for information or action
• Grants of claims and requests for adjustment
• Recommendations
• Informative messages
• Good-news announcements
• Goodwill messages
 Requests for
Information and Action
 The direct approach
▫ Prompt
▫ Gracious
▫ Thorough
 Claims and Requests
for Adjustment
• Who is at fault?
▫ The company
▫ The customer
▫ A third party
 When Your Company
Is At Fault
• Acknowledge receipt of claim
• Take personal responsibility
• Sympathize with the customer
• Explain your plan of action
• Repair the relationship
• Follow up with the customer
When Others Are at Fault
 Recommendations
• Support praise with examples and facts
• Handle shortcomings with care
 Informative Messages
• Reminder notices
▫ Upcoming events
▫ New procedures
▫ Workplace changes
• Policy statements
▫ Shipping and returns
▫ Sales discounts
▫ Company developments
 Good-News Announcements
• Direct approach
▫ Employment offers
 Careful wording
 Legal advice
▫ News releases
 Relevant information
 Public relations
 Effective News Releases
• Pick newsworthy events
• Focus on one subject
• Stress important ideas
• Keep statements brief
• Minimize verbal clutter
• Focus on specifics
• Exercise restraint
• Follow industry conventions
 Fostering Goodwill
• Congratulations
• Appreciation
• Condolences