Planning Planning Business Business Messages Messages
Planning Planning Business Business MessagesMessages
Effective BusinessEffective BusinessWritingWriting
PurposefulPurposefulPurposefulPurposeful ConciseConciseConciseConciseAudience-Audience-CenteredCenteredAudience-Audience-CenteredCentered
Three-Step Writing Three-Step Writing ProcessProcess
Step 1 Step 3Step 2
Planning Writing Completing
Analyze the Analyze the SituationSituation
PurposePurposePurposePurpose
ScheduleScheduleScheduleSchedule
AudienceAudienceAudienceAudience
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.
Define Your PurposeDefine Your Purpose
General Specific
InformInform
PersuadePersuade
CollaborateCollaborate
RealismRealism
TimingTiming
DeliveryDelivery
Profile Your Profile Your AudienceAudience
Primary AudiencePrimary Audience
OverallOverallAudience SizeAudience Size
OverallOverallCompositionComposition
Profile Your Profile Your AudienceAudience
Level ofLevel ofUnderstandingUnderstanding
ExpectationsExpectationsand Preferencesand Preferences
ProbableProbableReactionReaction
Gather InformationGather Information
ViewpointsViewpointsof Othersof Others
ViewpointsViewpointsof Othersof Others
Supervisors, Supervisors, Colleagues, and Colleagues, and
CustomersCustomers
Supervisors, Supervisors, Colleagues, and Colleagues, and
CustomersCustomers
Reports Reports and Documentsand Documents
Reports Reports and Documentsand Documents
AudienceAudienceInputInput
AudienceAudienceInputInput
AudienceAudienceInformation NeedsInformation Needs
AccurateAccurate
EthicalEthical
PertinentPertinent
Adapt the MessageAdapt the Message
ChannelChannel
MediumMedium
RapportRapport
Media RichnessMedia Richness
Notes, Letters, Notes, Letters, MemosMemos
Fliers, Bulletins,Fliers, Bulletins,Standard ReportsStandard Reports
TelephoneTelephoneE-mailE-mail
Face-to-FaceFace-to-Face
LeanerLeanerRicherRicher
Communication Communication
ChannelsChannelsUse An Oral Channel Use A Written Channel
•Don’t need immediate feedback
•Detailed, complex message
•Need permanent record
•Large, dispersed audience
•Minimize distortion
•Need immediate feedback
•Relatively simple message
•Don’t need permanent record
•Easy to assemble audience
•Encourage interaction
ElectronicMedia
ElectronicMedia
Voice MailVoice Mail
VideotapeVideotape
FaxingFaxing
InstantMessages
InstantMessages
TeleconferenceTeleconference
ComputerConferenceComputer
Conference
E-mailE-mail
Web sitesWeb sitesGlobal Communication
Advantages of ElectronicAdvantages of ElectronicCommunicationCommunication
Speed ofSpeed ofInformationInformation
Time ZoneTime ZoneBarriersBarriers
Dispersed Dispersed AudienceAudience
Disadvantages of Disadvantages of ElectronicElectronic
CommunicationCommunicationInappropriateInappropriate
ContentContent
Privacy ConcernsPrivacy Concerns
ProductivityProductivityIssuesIssues
Relating to the Relating to the AudienceAudience
““You”You”AttitudeAttitude
PositivePositiveToneTone
CredibleCredibleImageImage
PolitePoliteTreatmentTreatment
Bias-FreeBias-FreeLanguageLanguage
CorporateCorporateImageImage
The “You” AttitudeThe “You” AttitudeInstead of This Use This
To help us process this order,
we must ask for another copy of
the requisition.
So that your order can be filled
promptly, please send another
copy of the requisition.
You should never use that type
of paper in the copy machine.
That type of paper doesn’t work
very well in the copy machine.
Instead of This Use This
Emphasize the PositiveEmphasize the Positive
Instead of This Use This
Cheap Merchandise
Toilet Paper
Used Cars
High-Calorie Food
Elderly Person
Pimples and Zits
Bargain Prices
Bathroom Tissue
Resale Cars
High-Energy Food
Senior Citizen
Complexion Problems
Establish Your Establish Your CredibilityCredibility
ProfessionalProfessionalCredentialsCredentials
ProfessionalProfessionalCredentialsCredentials
Ample Ample EvidenceEvidenceAmple Ample
EvidenceEvidence
CommonCommonGroundGround
CommonCommonGroundGround
TrustedTrustedAuthorityAuthorityTrustedTrusted
AuthorityAuthority
PracticePracticeDiplomacyDiplomacy
PromotePromoteGoodwillGoodwill
Be PromptBe Prompt Use TactUse Tact
PolitenessPolitenessand Courtesyand Courtesy
Bias-Free LanguageBias-Free Language
AgeAge
GenderGender
DisabilityDisability
Race or EthnicityRace or Ethnicity
The Company’s ImageThe Company’s Image
• Be a spokesperson
• Convey the right impression
• Minimize your own views
• Maximize company interests