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Mary Ellen Guffey, Business Communication:
Process and Product, 4e |
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Copyright © 2003 |
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Purposeful.
It solves problems and conveys information. |
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Economical.
It is concise. |
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Reader-oriented. It focuses on the receiver, not the sender. |
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Phase 1: Prewriting |
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Analyzing, anticipating, adapting |
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Phase 2: Writing |
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Researching, organizing, composing |
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Phase 3: Revising |
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Revising, proofreading, evaluating |
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Analyze the task |
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Identify the purpose |
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Anticipate the audience |
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Primary receivers? |
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Secondary receivers? |
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Select the best channel |
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Importance of the message? |
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Feedback required? |
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Permanent record required? |
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Cost of the channel? |
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Degree of formality? |
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Spotlight receiver benefits (the warranty starts
working for you immediately). |
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Cultivate the “you” view (you will receive your
order). |
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Use sensitive language avoiding gender, race,
age, and disability biases (office workers, not office girls). |
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Express thoughts positively (you will be happy
to, not you won't be sorry that). |
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Use familiar words (salary, not remuneration). |
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Use precise, vigorous words (fax me, not contact
me). |
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Sender-focused |
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“We are requiring all staffers to complete
these forms in compliance with company policy.” |
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Receiver-focused |
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“Please complete these forms so that you
will be eligible for health and dental benefits.” |
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Sender-focused |
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“Because we need more space for our new
inventory, we’re staging a two-for-one sale.” |
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Receiver-focused |
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“You can buy a year’s supply of paper and
pay for only six months’ worth during our two-for-one sale.” |
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“We” view |
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We are issuing a refund. |
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“You” view |
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You will receive a refund. |
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“We” view |
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We take pleasure in announcing an agreement
we made with Hewlett Packard to allow us to offer discounted printers in
the student store. |
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“You” view |
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An agreement with Hewlett Packard allows you
and other students to buy discounted printers at your convenient student
store. |
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You overlooked . . . . |
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(You are careless.) |
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You failed to . . . . |
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(You are careless.) |
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You state that . . . . |
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(But I don’t believe you.) |
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You claim that . . . . |
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(It’s probably untrue.) |
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You are wrong . . . . |
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(I am right.) |
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You do not understand . . . . |
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(You are not very bright.) |
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Your delay . . . . |
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(You are at fault.) |
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You forgot to . . . . |
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(You are not only inefficient but also
stupid and careless.) |
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Avoid litigation by using especially careful
language in four areas: |
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Investment information |
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Safety information |
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Marketing information |
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Human resources information |
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