Routine messages include emails, memos, and letters that give information or make requests. For routine messages, you should use plain language and a direct approach. Show
After completing this chapter, you will be able to
As Canada is a relatively low-context country, a direct writing approach is often standard for routine messages. What is the Direct Approach? [1]Readers are always receptive to good news and are eager to learn key information. The same applies to routine and informative messages, to which readers react neutrally. When it comes to these messages, don’t make readers wait. Take the direct approach and make your point right away. A direct-approach message makes your purpose clear from the start by stating the main point in the first sentence before moving on to details. At first glance, readers can tell if you are asking for or supplying information, requesting or granting credit, or making or settling a claim. Opening — delivers the main message first. It answers your reader’s most important questions; states the good news; makes a direct, specific request; or provides the most important information. Middle — explains details of the news or inquiry and supplies background and clarification when needed. If there are further points or questions, they are presented in parallel form in a bulleted or numbered list (maximum five or six items). Closing — ends pleasantly in one or more of the following ways: provides contact information; asks for action, input, or a response, often by a deadline; tells the reader what happens next; communicates goodwill; or shows appreciation. Direct-approach messages are the norm in North America, but not every culture responds to direct correspondence in exactly the same way. In high-context cultures — such as those in China, Japan, and Arab nations— directness is considered rude. In such cases, it is important to establish rapport before citing a problem or making a request and even then to suggest or ask rather than demand. In Japan, where formality is important, it is customary to embed a request and to soften it with preliminaries and other politeness strategies. On the other hand, people in Western cultures consider a lack of directness to be a waste of their time. When you are communicating cross-culturally, weigh your reader’s tolerance for directness before you launch into your request or response. Use the Direct Writing Approach to Make Routine Requests: Asking for Information or ActionTo write an effective request,
Use the Direct Writing Approach to Respond to a Routine RequestTo write an effective response,
Learning CheckUse the Direct Writing Approach to Give Routine Information and Instructions[2]Sometimes the purpose of your communication is simply to convey information. Perhaps you want to inform customers of a new product or you need to tell employees about changes to a company policy. Another type of routine message is a “follow-up” message. These are a written record of what occurred at a meeting; information might include the meeting time, location, and purpose, and should outline any important decisions or action items that arouse from the discussion. When your goal is to provide routine information, use a direct approach and plain language to communicate as clearly as possible. To write clear instructions,
Consider the example below of clearly stated instructions. Setting up your new GTD webcam involves only a few steps:
After you’ve completed these five steps, you can begin using your webcam to communicate professionally in virtual meetings. Notice that the message is divided into three clear parts:
Learning CheckWhat are the components of routine messages?Terms in this set (10). Components of Routine Message. Your primary goal is efficiency. ... . Components of Requests. ... . Components of Expectations. ... . Components of Directions. ... . Components of Inquiry Responses. ... . Components of Announcements. ... . Components of Claims. ... . Components of Appreciation Messages.. What are considered routine business messages?Remember that routine messages in business communication serve to document the “who, what, where, why, and how” of daily operations. Most routine messages consist of templates that can be customized with pertinent details about a customer, an issue or the item requiring communication.
What is your primary goal with routine messages?Since you will send and receive so many routine messages in any given business day, one of your primary goals is efficiency: You need to produce credible messages quickly. Excellent business communicators can develop routine written messages—even those that require several paragraphs—in a matter of minutes.
How do you write a routine message?Use the Direct Writing Approach to Make Routine Requests: Asking for Information or Action. put the main idea (your request) first.. phrase your request as a question (eg How much is...) or as a polite command using please + an action verb (eg Please call…). use a bulleted list for multiple requests or questions.. |