Lecture Business and administrative communication: Chapter 9 - Kitty O. Locker, Donna S. Kienzler
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Chapter 9
Sharing Informative and
Positive Messages with
Appropriate Technology
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Informative and Positive Messages
Informative message - receiver’s reaction
neutral
Positive message - receiver’s reaction
positive
Neither message immediately asks
receiver to do anything
Go o
d ne
ws!
92
Primary Purposes
To give information or
good news to
audience
To have receiver view
information positively
93
Secondary Purposes
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
94
Communication Hardware
These tools help improve productivity in
the workplace
Smartphones
Portable media players
Tablets
Videoconferences
95
Information Overload
Employees are bombarded
with junk mail, sales calls,
spam, and other ads
Even routine
communications are
becoming overwhelming
WARNING: Protect your
communication reputation!
96
Common Media: FacetoFace
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
97
Common Media: Phone Calls
Use phone calls to
Convey appropriate tone
Save multiple phone calls or e-mails
Acquire something immediately
Avoid leaving a paper trail
98
Common Media: Instant Messages,
Text Messages, and Wikis
99
Common Media: Social Media
Use social media to
Connect with many users quickly
Connect inexpensively
Post profiles, updates, blogs, useful links
Four common types
Blogs
910
Common Media: Letters/Memos
911
Organizing Informative and
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
Forward-looking
912
Subject Lines
913
Managing Information in Messages
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
914
Audience Benefits
915
Ending
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.
916
Story and Humor
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
917
Varieties: Transmittals
Tell reader what you're
sending
Summarize main points
Give details to help reader
grasp message
Tell reader what will happen
next
918
Varieties: Summaries
919
Varieties: ThankYou Notes and
Responses to Complaints
920
