Planning Business Messages

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Effective Business Writing

AudienceCentered

Purposeful

Concise

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Three-Step Writing Process

Step 1 Step 2 Step 3

Planning

Writing
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Completing

Analyze the Situation

When planning a business message, the first things you need to think about are your purpose, your schedule, and your audience. For a business message to be effective, its purpose and its audience must complement each other.

Purpose Schedule
Audience

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Define Your Purpose

General
Inform Persuade Collaborate
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Specific
Realism Timing Delivery

Profile Your Audience

Primary Audience
Overall Audience Size Overall Composition
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Profile Your Audience

Level of Understanding Expectations and Preferences Probable Reaction
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Gather Information
Viewpoints of Others Reports and Documents

Supervisors, Colleagues, and Customers

Audience Input

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Audience Information Needs

Accurate Ethical Pertinent
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Adapt the Message

Channel Medium Rapport
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Media Richness
Richer Leaner

Face-to-Face

Notes, Letters, Memos

Telephone E-mail

Fliers, Bulletins, Standard Reports

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Communication Channels
Use An Oral Channel
Need immediate feedback Relatively simple message Dont need permanent record Easy to assemble audience Encourage interaction

Use A Written Channel

Dont need immediate feedback Detailed, complex message Need permanent record Large, dispersed audience Minimize distortion

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Voice Mail

Electronic Media

Teleconference

Videotape

Computer Conference

Faxing

E-mail

Instant Messages

Global Communication
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Web sites

Advantages of Electronic Communication

Speed of Information Time Zone Barriers Dispersed Audience
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Disadvantages of Electronic Communication

Inappropriate Content Privacy Concerns Productivity Issues
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Relating to the Audience

You Attitude Positive Tone Credible Image

Polite Treatment

Bias-Free Language
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Corporate Image

The You Attitude

Instead of This
To help us process this order, we must ask for another copy of the requisition.

Use This
So that your order can be filled promptly, please send another copy of the requisition.

Instead of This
You should never use that type of paper in the copy machine.

Use This
That type of paper doesnt work very well in the copy machine.

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Emphasize the Positive

Instead of This
Cheap Merchandise

Use This
Bargain Prices

Toilet Paper
Used Cars High-Calorie Food

Bathroom Tissue
Resale Cars High-Energy Food

Elderly Person
Pimples and Zits

Senior Citizen
Complexion Problems

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Establish Your Credibility

Common Ground Professional Credentials

Trusted Authority

Ample Evidence

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Promote Goodwill

Practice Diplomacy

Politeness and Courtesy

Be Prompt
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Use Tact

Bias-Free Language
Age
Gender Disability Race or Ethnicity
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The Companys Image

Be a spokesperson
Convey the right impression Minimize your own views Maximize company interests
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