Written Communication - What all criterias to take care while writing a Good or Neutral Message

1. Business Communication
Lehman – Dufrene - Sinha

2. Written – Letters &
Memos Opening:
States the pleasant or main idea
Electronic – Email,
Body:
Instant message,
Provides Details & Explanation
website, blog, text
message
Closing:
Reminder
Spoken – In person,
Future oriented thought
Telephonic, Voice
Mail

3. To express thanks for a gift
After conducting your strategic planning seminar, I was pleasantly
surprised to receive a certificate to your online music site.
Downloading music added some “jazz” to my day while giving me
more insight into your business model. Thanks for your kindness
and for this useful gift

4. To extend thanks for hospitality
Ray and I thoroughly enjoyed the weekend excursion you hosted at
Lake Douglas for our work team. Since we moved here from Myrtle
Beach, sailing has become a rare pleasure. You were kind to invite
us. Thanks for a delightful time.

5. Identifies the Circumstances for which the
writer is grateful
To extend thanks for hospitality
Ray and I thoroughly enjoyed the weekend excursion you hosted at
Lake Douglas for our work team. Since we moved here from Myrtle
Beach, sailing has become a rare pleasure. You were kind to invite
us. Thanks for a delightful time.
Provides basic reasons the action is
appreciated

6. Interoffice Memorandum
TO: All Employees
FROM: Ganesh Malhotra, Human Resource Manager
DATE: May 15, 2012
SUBJECT: Casual Dress Policy Takes Effect July 1
A casual dress policy has been approved for First National Bank and will be effective July 1. As
most of us agree, casual attire in the banking industry generally means “Dressy casual”, since
virtually all of us interact with our clientele regularly throughout the day.
To maintain our traditional professional image while enjoying more relaxed attire, please
follow these guidelines:
Men Women
Sport or polo shirt, with collars Pant suit
Khakis or corduroys Sweater or blouse with pants or skirt,
salwar- curidar suits
Loafers with Socks Loafers with Socks, Low heels with
hosiery
Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, and
sweatshirts are inappropriate. Formal business attire should be worn when meeting with
clients outside the office.
Please visit the HR website for the complete casual attire policy and illustrations of
appropriate casual attire. If you have questions as you begin making changes in your
wardrobe, please call me at ext. 59

7. Interoffice Memorandum
TO: All Employees
FROM: Ganesh Malhotra, Human Resource Manager
DATE: May 15, 2012
SUBJECT: Casual Dress Policy Takes Effect July 1
Information
A casual dress policy has been approved for First National Bank and will be effective July 1. As
most of us agree, casual attire in the banking industry generally means “Dressy casual”, since
virtually all of us interact with our clientele regularly throughout the day.
To maintain our traditional professional image while enjoying more relaxed attire, please
follow these guidelines:
Men Women Explanation
Sport or polo shirt, with collars Pant suit
Khakis or corduroys Sweater or blouse with pants or skirt,
salwar- curidar suits
Loafers with Socks Loafers with Socks, Low heels with
hosiery
+ Discussion of the Policy
Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, and
sweatshirts are inappropriate. Formal business attire should be worn when meeting with
clients outside the office.
Please visit the HR website for the complete casual attire policy and illustrations of
appropriate casual attire. If you have questions as you begin making changes in your
wardrobe, please call me at ext. 59
Encourages readers to ask questions

8. Guidelines for Appreciation
Message
Your speech to the Lincoln Jaycees was very much appreciated. You are an
excellent speaker, and you have good ideas. Thank you

9. Guidelines for Appreciation
Message
This past week I have found myself applying the principles you discussed
last week at your speech to the Lincoln Jaycees.
When I completed the time analysis you suggested, I easily identified a
number of areas for better management. Taking time to prioritize my daily
tasks will be a challenge, but I now see its importance for accomplishing
critical goals. Thank you for an informative and useful seminar

10. Guidelines for Appreciation
Message
Send in Timely Manner
Avoid Exaggerated Language
Make specific comments about outstanding qualities or performance

11. Appreciation Message
To: Shaz DeShazer <deshazer@ch.com>
From: Sudhanshu Mehra <sudhanshu@gemco.com>
Subject: Appreciation for Outstanding Work
Shaz,
Completing the ropes course at Camp Horizon was a memorable and life – changing
experience for every member of our office staff.
Your facilitators were masterful in allowing our teams to take risks while ensuring
their safety. The course provide a diverse series of activities that enabled each staff
member to participate, regardless of our physical limitations. It was interesting for
us to identify the real leaders in our office.
In the words of one colleague, “The ropes course has shown me I can do more than
I have to come to expect of myself.” Thank you for helping us see our potential.
Best wishes,
Sudhanshu Mehra

12. Appreciation Message
To: Shaz DeShazer <deshazer@ch.com>
From: Sudhanshu Mehra <sudhanshu@gemco.com>
Subject: Appreciation for Outstanding Work
Shaz,
Completing the ropes course at Camp Horizon was a memorable and life – changing
experience for every member of our office staff.
Extends appreciation
Your facilitators were masterful in allowing our teams to take risks while ensuring
their safety. The course provide a diverse series of activities that enabled each staff
member to participate, regardless of our physical limitations. It was interesting for
us to identify the real leaders in our office.
Specific Evidence
In the words of one colleague, “The ropes course has shown me I can do more than
I have to come to expect of myself.” Thank you for helping us see our potential.
Best wishes, Tangible Benefits
Sudhanshu Mehra

13. Claim is a request for an adjustment – Refund, Replacement,
Adjustment, Payment for Damages etc.
Routine Claims Persuasive
Claims

14. Poor Example of Routine Claim
Ms. Sinha,
Our company recently purchased the upgrade of your Audit Partner 7.0 software.
We have used the 6.2 release in the past and were interested in the new features
promoted in your advertisement. Unfortunately, your new software system does
not work.
When our computer technology advisory group tested the new version, we
discovered several bugs, especially in the reporting modules. The attached logs
and error messages prove, and your technical support staff agree, that these
problems were caused by the software.
We are not willing to distribute the upgrade to our audit staff unless these errors
are corrected. Please modify the program or refund our money

15. Good Example of Routine Claim
Ms. Sinha,
Please send us a service pack that will correct the errors in the recent release of
your Audit Partner software.
Extensive testing by our computer technology advisory group always precedes
distribution of software to our staff and the beginning of training programs. After
just a short time working with Audit Partner 7.0, it became clear that this version
contains numerous bugs, especially in reporting modules. Please examine the
attached logs and error messages generated by our computer technology
advisory group. Their conversations with your technical support staff confirm our
evaluation of this version of your audit software.
Our audit personnel are eagerly awaiting the new version of your software for
use in our initial training program tentatively scheduled for next month.
Hopefully, the service pack will correct the errors and enable this version to
operate as effectively as version 6.2.
Thanks,
XYZ

16. Poor Example of Routine Claim
Ms. Sinha,
Forceful tone to convey details receiver already knows
Our company recently purchased the upgrade of your Audit Partner 7.0 software.
We have used the 6.2 release in the past and were interested in the new features
promoted in your advertisement. Unfortunately, your new software system does
not work. Shows no empathy for receiver
When our computer technology advisory group tested the new version, we
discovered several bugs, especially in the reporting modules. The attached logs
and error messages prove, and your technical support staff agree, that these
problems were caused by the software. Uses second person with negative language
We are not willing to distribute the upgrade to our audit staff unless these errors
are corrected. Please modify the program or refund our money
States claims that should have appeared in the first paragraph

17. Good Example of Routine Claim
Ms. Sinha,
Please send us a service pack that will correct the errors in the recent release of
your Audit Partner software. Emphasizes main idea
Extensive testing by our computer technology advisory group always precedes
distribution of software to our staff and the beginning of training programs. After
just a short time working with Audit Partner 7.0, it became clear that this version
contains numerous bugs, especially in reporting modules. Please examine the
attached logs and error messages generated by our computer technology
advisory group. Their conversations with your technical support staff confirm our
evaluation of this version of your audit software. Provides explanation
Our audit personnel are eagerly awaiting the new version of your software for
use in our initial training program tentatively scheduled for next month.
Hopefully, the service pack will correct the errors and enable this version to
operate as effectively as version 6.2. Ends on positive note
Thanks,
XYZ

19. Poor Example of Response
Thank you for your letter on November 3. It has been referred to me for reply
We have studied the log and error messages you attached to your complaint. We
are unclear how these errors went undetected in our testing process, but we
agree that the problems you experienced resulted from coding errors in the
software.
That you for calling this problem to our attention, and we certainly hope the
service pack corrects all of these problems

20. Good Example of Response
Ms. XYZ,
The service pack for Audit Partner 7.0 will be shipped to you within three weeks.
Thank you for bringing this situation to our attention so quickly while we are still
in the early stages of distributing this software. Although the software was
subjected to our normal quality control review, our sample data sets did not
trigger the errors you experienced using realistic data.
Our developers are proud of the new functionality added to Version 7.0. Please
call us at 555-0800 if your control review team can assist your technology
advisory group in testing the software after installing the service pack
Thanks,
ABC
Sales Manager

21. Poor Example of Response
Provides obvious facts
Thank you for your letter on November 3. It has been referred to me for reply
We have studied the log and error messages you attached to your complaint. We
are unclear how these errors went undetected in our testing process, but we
agree that the problems you experienced resulted from coding errors in the
software. Continues with more obvious facts and no meaningful explanation
That you for calling this problem to our attention, and we certainly hope the
service pack corrects all of these problems
Alludes vaguely to main idea while closing on negative note

22. Good Example of Response
Ms. XYZ,
Begins with good news
The service pack for Audit Partner 7.0 will be shipped to you within three weeks.
Expresses appreciation for being informed
Thank you for bringing this situation to our attention so quickly while we are still
in the early stages of distributing this software. Although the software was
subjected to our normal quality control review, our sample data sets did not
trigger the errors you experienced using realistic data.
Presents explanation
Our developers are proud of the new functionality added to Version 7.0. Please
call us at 555-0800 if your control review team can assist your technology
advisory group in testing the software after installing the service pack
Attempts to regain possible lost
Thanks, goodwill by offering personalized
ABC assistance
Sales Manager

24. Good example of an Online Order Confirmation
To: Claire Dampier
From: Majesticfragrances.com
Subject: Order Confirmation from www.majesticfragrances.com
Claire,
Thank you for shopping at www.majesticfragrances.com . Your order (shown below) has
been shipped via UPS with delivery expected on Friday, January 7. Your tracking number
is 1RA17903335
A summary of your order information follows:
Order No. 2641582470 Order Dat: Jan 03, 2008 11:11 AM
Billed and shipped to:
Claire Dampier
916 Erin Way
Carlisle, PA 17013
USA
Phone: 601 555-3211
Thank you for shipping with us. If you have questions about your order, please contact us
on 1-800-555-3189

25. Each step – Action statement
Each step on a Separate Line
Prepare a flow chart
Follow your instructions step by step
Ask a colleague or employee to do the same