Completing Business Messages And Crafting Messages For Digital Channels
Business Communication Essentials
Eighth Edition
Chapter 7
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Copyright © 2019, 2016, 2014 Pearson Education, Inc. All Rights Reserved.
Copyright © 2019, 2016, 2014 Pearson Education, Inc. All Rights Reserved.
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Learning Objectives
7.1 Outline an effective strategy for writing routine business requests.
7.2 Describe three common types of routine requests.
7.3 Outline an effective strategy for writing routine replies, routine messages, and positive messages.
7.4 Describe seven common types of routine replies and positive messages.
Copyright © 2019, 2016, 2014 Pearson Education, Inc. All Rights Reserved.
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Strategy for Routine Requests
LO 7.1 Outline an effective strategy for writing routine business requests.
Copyright © 2019, 2016, 2014 Pearson Education, Inc. All Rights Reserved.
Making requests—for information, action, products, adjustments, or other matters—is a routine part of business. In most cases, your audience will be prepared to comply, as long as you’re not being unreasonable or asking people to do work they would expect you to do yourself. By applying a clear strategy and tailoring your approach to each situation, you’ll be able to generate effective requests quickly.
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Structure of Routine Requests
Three Parts (Direct Approach)
The Opening
The Body
The Close
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Like all other business messages, routine requests have three parts: an opening, a body, and a close. Using the direct approach, open with your main idea, which is a clear statement of your request. Use the body to give details and justify your request, and then close by requesting specific action.
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Open with Your Request
Pay Attention to Tone
Assume Audience Compliance
Acknowledge Reader’s Time and Effort
Be Specific about What You Want
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Begin routine requests by placing your initial request first; up front is where it stands out and gets the most attention. Of course, getting right to the point should not be interpreted as license to be abrupt or tactless.
Pay attention to tone. Instead of demanding action, soften your request with words such as please and I would appreciate.
Assume that your audience will comply. You can generally make the assumption that your audience members will comply when they clearly understand the reason for your request.
Be specific. State precisely what you want. For example, if you request the latest market data from your research department, be sure to say whether you want a one-page summary or 100 pages of raw data.
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Explaining and Justifying Your Request
Follow from Opening Remarks
Ask Important Questions First
Limit Questions to One Topic
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Use the body of your message to explain your request, as needed. Make the explanation a smooth and logical outgrowth of your opening remarks:
If complying with the request could benefit the reader, be sure to mention that.
If you have multiple requests or questions, ask the most important questions first and deal with only one topic per question.
If you have an unusual or complex request, break it down into specific, individual questions so that the reader can address each one separately.
This consideration not only shows respect for your audience’s time but also gets you a more accurate answer in less time.
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Requesting Specific Action in a Courteous Close
State a Specific Request
Provide Contact Information
Express Appreciation
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Close your message with three important elements:
A specific request that includes any specific deadlines
Information about how you can be reached
An expression of appreciation or goodwill
Conclude your message by sincerely expressing your goodwill and appreciation. When you ask readers to perform a specific action, ask for a response by a specific date or time, if appropriate. However, don’t thank the reader “in advance” for cooperating; many people find that presumptuous. And if the reader’s reply warrants a word of thanks, send it after you’ve received the reply.
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Summary of Discussion (1 of 4)
In this section, we discussed the following:
Stating Your Request Up Front
Explaining and Justifying Your Request
Requesting Specific Action in a Courteous Close
The next section will cover Common Examples of Routine Requests.
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Common Examples of Routine Requests
LO 7.2 Describe three common types of routine requests.
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Most of the routine messages that you’ll be writing will likely fall into a few main categories: asking for information and action, asking for recommendations, and making claims and requesting adjustments.
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Asking for Information and Action
State Your Request Clearly
Explain and Support the Request
Introduce Reader Benefits
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When you need to know about something, to elicit an opinion from someone, or to request a simple action, you usually need only ask. In essence, simple requests say:
What you want to know or what you want readers to do
Why you’re making the request
Why it may be in your readers’ interest to help you
In more complex situations, you may need to provide more extensive reasons and justification for the request. Therefore, be sure to adapt your request to your audience and situation.
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Asking for Recommendations
State Your Request Clearly
Offer Support for Your Request
Express Your Appreciation
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Because requests for recommendations and references are routine, assume your reader will honor your request and organize your inquiry using the direct approach.
Opening. Clearly state that you’re applying for a position and that you would like your reader to write a letter of recommendation. If you haven’t had contact with the person for some time, use the opening to recall the nature of the relationship you had, the dates of your association, and any special events that might bring to mind a clear, favorable picture of you.
Body. Include any information about yourself that the reader might use to support a recommendation. Consider including an updated résumé if you have had significant career advancement since your last contact.
Close. Express your appreciation and include the full name and address of the person to whom the recommendation letter should be sent. When asking for an immediate recommendation, you should also mention the deadline. To increase the chances of a positive response, include a stamped, preaddressed envelope.
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