1、McGraw-Hill/Irwin 2009 The McGraw-Hill Companies,All Rights ReservedMcGraw-Hill/Irwin Copyright 2009 by The McGraw-Hill Companies,All Rights Reserved.10-2Informative&Positive MessagesOverviewPurposesInformation OverloadCommon MediaOrganizationSubject LinesManaging InformationAudience BenefitsEndingV
2、arieties10-3Informative&Positive Messages Informative message-receivers reaction neutral Positive message-receivers reaction positive Neither message immediately asks receiver to do anythingGood news!10-4Primary Purposes To give information or good news to audience To have receiver view information
3、positively10-5Secondary Purposes To build good image of sender To build good image of senders organization To build good relationship between sender and receiver To deemphasize any negative elements To eliminate future messages on same subject10-6Information Overload Employees are bombarded with jun
4、k mail,sales calls,spam,and other ads Even routine communications are becoming overwhelmingWARNING:Protect your communication reputation!10-7Common Media:Face-to-Face ContactUse face-to-face contact to Visit a colleague Build a business relationship Save multiple calls or e-mails Engage in dialogue
5、or negotiation Acquire something immediately Avoid leaving a paper trail Increase visual and aural cues10-8Common Media:Phone CallsUse phone calls to Convey appropriate tone Save multiple phone calls or e-mails Acquire something immediately Avoid leaving a paper trail 10-9Common Media:Instant Messag
6、esUse IMs when to Be less intrusive(than visit or phone call)Ask questions on tasks that fellow colleagues are working on10-10Common Media:Letters/MemosUse letters to Send messages to people outside your organization Use memos to Send messages to people within your organizationExternalInternal10-11C
7、ommon Media:E-mailUse e-mail to Accomplish routine business activities Save time Save money Allow readers to deal with messages at their convenience Communicate accurately Provide details for reference Create a paper trail10-12Organizing Start with good news or the most important information Clarify
8、 with details,background Present any negative points positively Explain any benefits Use a goodwill ending Positive Personal Forward-looking10-13Subject Lines Serves three purposes Aids in filing,retrieving Tells readers why they should read Sets up messageSubject:New Smoking Policy10-14Subject Line
9、,continued Specific Differentiate message from others on same topic Concise Usually less than 35 characters Appropriate for the pattern of message Must meet situation and purpose10-15Subject LinesE-mail Specific,concise,and catchy Include important information/good news Name drop to make connection
10、Make e-mail sound easy to deal with Create new subject line for reply when Original becomes irrelevant Re:Re:Re:Re:appears10-16Managing Information Give audience information they need Consider your purpose Develop a system that lets people know what is new if you send out regular messages Put the mo
11、st vital information in e-mails,even if you send an attachment Check message for accuracy and completeness Remember e-mails are public documents10-17Audience Benefits Use audience benefits when Presenting policies Shaping audiences attitudes Stressing benefits presents the audiences motives positive
12、ly Introducing benefits that may not be obvious10-18Audience Benefits,continued Omit benefits when Presenting factual information ONLY Considering audiences attitude toward information does not matter Stressing benefits makes audience seem selfish Restating them may insult audiences intelligence10-1
13、9Ending Not all messages end same way Goodwill ending focuses on bond between reader,writer Treats reader as individual Contains you-attitude,positive emphasis Omits standard invitation Ex:If you have questions,please do not hesitate to call.10-20Varieties:Transmittals Tell reader what youre sending
14、 Summarize main points Give details to help reader grasp message Tell reader what will happen next10-21Varieties:Summaries Conversation summary(internal use)Identify People who were present Topic of discussion Decisions made Who does what next10-22Varieties:Summaries,continued Document summary Start
15、 with main point Give supporting evidence or details Evaluate document if audience wants such advice10-23Summaries,continuedClient/customer visit summary1.Put main point(in your companys view)in first 2.Use umbrella paragraph;name points3.Give details to support your conclusions;use lists,headings t
16、o make structure clear10-24Varieties:Thank-You Notes Make people willing to help you later May be short;must be prompt Must be specific to seem sincere10-25Varieties:Adjustments and Responses Mention rectification in first sentence Dont talk about decision making process Dont say anything that sounds grudging Give reasons for mistake only if it reflects responsibly on the company
