Lecture Business and administrative communication: Chapter 9 - Kitty O. Locker, Donna S. Kienzler

Chapter 9 - Sharing informative and positive messages with appropriate technology. After studying this chapter, you will know: What the purposes of informative and positive messages are, what kinds of newer communication hardware are entering offices, when and how to use common business media effectively, how to organize informative and positive messages, how to compose some of the common varieties of informative and positive messages.

Chapter 9

Sharing Informative and

Positive Messages with

Appropriate Technology

 Informative message - receiver’s reaction

neutral

 Positive message - receiver’s reaction

positive

 Neither message immediately asks

receiver to do anything

 To give information or

good news to audience

 To have receiver view

information positively

 To build good image of sender

 To build good image of sender’s

organization

 To build good relationship between

sender and receiver

 To deemphasize any negative elements

 To eliminate future messages on same

subject

 These tools help improve productivity in

the workplace

 Smartphones

 Portable media players

 Tablets

 Videoconferences

 Employees are bombarded

with junk mail, sales calls, spam, and other ads

 Even routine

communications are becoming overwhelming

WARNING: Protect your communication reputation!

Contact

 Use face-to-face contact to

 Visit a colleague

 Build a business relationship

 Save multiple calls or e-mails

 Engage in dialogue or negotiation

 Acquire something immediately

 Avoid leaving a paper trail

 Increase visual and aural cues

 Use phone calls to

 Convey appropriate tone

 Save multiple phone calls or e-mails

 Acquire something immediately

 Avoid leaving a paper trail

Text Messages, and Wikis

 Use social media to

 Connect with many users quickly

 Connect inexpensively

 Post profiles, updates, blogs, useful links

 Four common types

 Facebook

 Twitter

 Blogs

Common Media: Letters/Memos

Positive Messages

 Start with good news or the most

important information

 Clarify with details, background

 Present any negative points positively

 Explain any benefits

 Use a goodwill ending

 Positive

 Personal

Subject Lines

 Give audience information they need

 Consider your purpose

 Develop a system that lets people know what is new if

you send out regular messages

 Use headings, bullets, numbered lists, or checklists in

long e-mails

 Put the most vital information in e-mails, even if you

send an attachment

 Check message for accuracy and completeness

 Remember e-mails are public documents

Audience Benefits

 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.

 Use stories in messages to

 Gain attention

 Place information in context

 Connect with emotions

 Use humor in messages when

 You know your audience well

 It is appropriate for the situation

 Tell reader what you're

sending

 Summarize main points

 Give details to help reader

grasp message

 Tell reader what will happen

next

Varieties: Summaries

Responses to Complaints