Routine messages include emails, memos, and letters that give information or make requests. For routine messages, you should use plain language and a direct approach. Show
After completing this chapter, you will be able to
As Canada is a relatively low-context country, a direct writing approach is often standard for routine messages. What is the Direct Approach? [1]Readers are always receptive to good news and are eager to learn key information. The same applies to routine and informative messages, to which readers react neutrally. When it comes to these messages, don’t make readers wait. Take the direct approach and make your point right away. A direct-approach message makes your purpose clear from the start by stating the main point in the first sentence before moving on to details. At first glance, readers can tell if you are asking for or supplying information, requesting or granting credit, or making or settling a claim. Opening — delivers the main message first. It answers your reader’s most important questions; states the good news; makes a direct, specific request; or provides the most important information. Middle — explains details of the news or inquiry and supplies background and clarification when needed. If there are further points or questions, they are presented in parallel form in a bulleted or numbered list (maximum five or six items). Closing — ends pleasantly in one or more of the following ways: provides contact information; asks for action, input, or a response, often by a deadline; tells the reader what happens next; communicates goodwill; or shows appreciation. Direct-approach messages are the norm in North America, but not every culture responds to direct correspondence in exactly the same way. In high-context cultures — such as those in China, Japan, and Arab nations— directness is considered rude. In such cases, it is important to establish rapport before citing a problem or making a request and even then to suggest or ask rather than demand. In Japan, where formality is important, it is customary to embed a request and to soften it with preliminaries and other politeness strategies. On the other hand, people in Western cultures consider a lack of directness to be a waste of their time. When you are communicating cross-culturally, weigh your reader’s tolerance for directness before you launch into your request or response. Use the Direct Writing Approach to Make Routine Requests: Asking for Information or ActionTo write an effective request,
Use the Direct Writing Approach to Respond to a Routine RequestTo write an effective response,
Learning CheckUse the Direct Writing Approach to Give Routine Information and Instructions[2]Sometimes the purpose of your communication is simply to convey information. Perhaps you want to inform customers of a new product or you need to tell employees about changes to a company policy. Another type of routine message is a “follow-up” message. These are a written record of what occurred at a meeting; information might include the meeting time, location, and purpose, and should outline any important decisions or action items that arouse from the discussion. When your goal is to provide routine information, use a direct approach and plain language to communicate as clearly as possible. To write clear instructions,
Consider the example below of clearly stated instructions. Setting up your new GTD webcam involves only a few steps:
After you’ve completed these five steps, you can begin using your webcam to communicate professionally in virtual meetings. Notice that the message is divided into three clear parts:
Learning CheckWhere should deadlines and action information be placed in a routine business letter?In both types of organization, action information (such as deadlines or contact information) or a courteous closing statement is placed in the last paragraph.
Where should you place the main idea in a business letter?Body: In the first paragraph, introduce yourself and the main point of your letter. Following paragraphs should go into the details of your main point, while your final paragraph should restate the letter's purpose and provide a call to action, if necessary.
What is a typical element found at the end of a routine request?In addition to an expression of gratitude, what is a typical element found at the end of a routine request? D) Two elements are typical at the end of requests: (1) an expression of gratitude or thanks and (2) a specific call for action that makes clear what you need and when you need it.
Which of the following is the best advice for writing the body of a routine request message?what is the best advice for writing the body of a routine request message? remember that the quality of the information obtained from the request depends on the clarity of your inquiry.
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