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developing routine messages

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developing ROUTINE MESSAGES quickly does not mean abandoning the writing process of planning, drafting, and reviewing

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the writing process for routine messages: key planning steps

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key planning steps: -audience analysis -idea development -message framework

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audience analysis

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consider exactly what information your audience needs and how they want to receive it

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idea development

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identify and gather relevant, accurate, and up-to-date information

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message framework

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create a front-loaded, direct, complete, and detail oriented message

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the writing process for routine messages: key drafting steps

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-tone -style -design

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tone

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aim for a helpful, professional, reader-centered tone. show respect for your readers' time.

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style

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makes your message easy to read. use short sentences and paragraphs and action- orientated language

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design

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use subject lines and formatting to let your readers process and find information immediately

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key reviewing steps:

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-FAIR test: -proofreading -feedback

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FAIR test

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ensure that the message contains all needed information and that it is entirely correct

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proofreading

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check for typos and any signals that you are not attentive to the needs of others

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feedback

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request feedback from trusted colleagues when speaking on behalf of a team or unit

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making requests

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requests are the essence of people COORDINATING work efforts, buying and selling products and services, and MAINTAINING work relationships

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setting expectations

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-setting expectations is directly tied to your CREDIBILITY and ABILITY TO FOSTER interpersonal trust in the work place -failure to do it can lead to lasting professional DISAPPOINTMENTS and BREAKDOWNS in working relationships

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providing directions

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-directions typically include specific-often STEP-BY-STEP- guidelines for accomplishing particular tasks -in messages with procedures and directions, make the steps stand out clearly by ENUMERATING each one

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creating announcements

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ANNOUNCEMENTS: -updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/ or customers

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components of announcements

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-Gain attention -give announcement -provide details -call to action -state goodwill

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creating announcements cont.

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to prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest

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making claims

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claims: -requests for other companies to compensate for or correct the wrongs or mistakes they have made

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components of claims

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-make claim -provide rationale -call to action -state goodwill

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showing appreciation

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a sincere expression of thanks also helps ACHIEVE business goals and STRENGTHENS work relationships

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an APOLOGY includes the following:

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-ACKNOWLEDGMENT of a mistake or an offense -an expression of REGRET for the harm caused -acceptance of RESPONSIBILITY -a COMMITMENT that the offense will not be repeated -effective apologies should be timely and sincere

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_____ are the glue that holds together most coordinated business actions.

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routine messages (Most routine messages are simple. Yet, routine messages should not be treated as unimportant or inconsequential. They are the glue that holds together most coordinated business actions.)

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Which of the following is true about the placement of a primary message in an email?

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It is never placed in a signature block in an email. (The primary message should have ten words or fewer, and you should typically place it in the subject line of your email to immediately capture attention. Furthermore, the primary message should appear in the first sentence or two of the message and again in the closing if your message is several paragraphs long. But, you would never place the primary message in the signature block of your email.)

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Which of the following is a reason why idea development requires less time for routine messages?

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Routine messages deal with straightforward matters. (For most routine messages, you can accomplish the AIM planning process fairly quickly. Because you generally are working with straightforward matters and your audience is likely to respond positively, you will generally not need much time for audience analysis. Since you are typically dealing with straightforward matters, you don't need much time for idea development.)

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In which of the following stages should you consider using bullets, numbering and special formatting to highlight key areas?

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drafting (As you draft the message, aim for a helpful, professional, and reader-centered tone. Focus on making the message easy to read. Readers expect to understand your primary message in less than 10 to 15 seconds, so use short sentences and paragraphs. Design your message so readers can find information in just moments. Use bullets, numbering, special formatting, and external links to relevant information to highlight key ideas.)

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While writing a routine message, during the drafting stage you should:

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make your message easy to read. (While writing a routine message, during the drafting stage you should make your message easy to read.)

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Which of the following components of setting expectations translates to setting tasks for employees?

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describing responsibilities (Three components are central in setting expectations for those you manage: describing responsibilities, providing deadlines, and discussing coordination. Describing responsibilities means designating tasks and work outcomes to certain employees.)

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Which of the following is most likely to be true of using lists when responding to inquiries?

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Identifying responses to particular questions becomes easier if a list is used. (The very nature of working with others involves asking and responding to questions. One of the most important strategies for responding to inquiries is to set off each question so your readers can quickly identify responses to particular questions.)

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The messages that aim to _____ are most likely to contain a call to action.

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make claims (Claims are requests for other companies to compensate for or correct the wrongs or mistakes they have made. As with other requests, you should immediately state what the claim is and what you expect the company to do for you. You also will provide a rationale for your claim in the body of the message and close with a call to action—a specific request.)

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Which of the following components is most likely to be included in a message that aims to make apologies?

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taking responsibility (ypically, an apology includes the following elements: acknowledgment of a mistake or an offense, an expression of regret for the harm caused, acceptance of responsibility, and a commitment that the offense will not be repeated. Effective apologies should be timely and sincere.)

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Which of the following is most likely to be true regarding the messages that aim to convey apologies?

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Effective apologies must focus on others, not you. (Apologies are ineffective when they are vague and cliché. For the apology to be effective, others must sense that the apologizer is sincere, genuine, and acting without an agenda. Effective apologies must focus on others, not you.)

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