1. Writing Routine, Good-News, and Goodwill Messages

2. The Three-Step Process Completing Audience Audience Message Message Writing Planning

3. Routine Requests State the Request Explain and Justify the Request Close the Message

4. State the Request Up Front Assume Your Audience Will Comply Be Specific Punctuate Polite Requests and Questions Differently Pay Attention to Tone Avoid Starting With Personal Introductions

5. Explain and Justify the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question

6. Close the Request Three Important Elements Goodwill and Appreciation Contact Information Specific Request

7. Routine Requests Products and Services Information and Action Recommendations and References Claims and Adjustments

8. Placing Orders The Reader’s Attitude Your Requirements

9. Requesting Action and Information Company Insiders Company Outsiders

10. Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution

11. Requesting References or Recommendations State the Request Provide a R ésumé or Other Information Express Appreciation

12. Routine Announcements, Replies and Positive Messages Start With the Main Idea Provide Details and Explanations End With a Courteous Close

13. Informative Messages Reminder Notices Policy Statements

14. Requests for Information and Action Choosing the Direct Approach Handling Potential Sales

15. Claims and Requests for Adjustment Who Is at Fault? The Company The Customer A Third Party

16. Providing Recommendations and References Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments

17. Good News Announcements Offers of Employment Products and Operations

18. Sending Goodwill Messages Congratulations Appreciation Condolences