Chapter 5
Preparing to Write Business Messages

	Mary Ellen Guffey, Business Communication: Process and Product, 4e
	Copyright © 2003

Business writing is . . .

	Purposeful.  It solves problems and conveys information.
	Economical.  It is concise.
	Reader-oriented.  It focuses on the receiver, not the sender.

The 3-x-3 Writing Process

	Phase 1: Prewriting
	Analyzing, anticipating, adapting
	Phase 2: Writing
	Researching, organizing, composing
	Phase 3: Revising
	Revising, proofreading, evaluating

Analyzing and Anticipating

	Analyze the task
		Identify the purpose
	Anticipate the audience
			Primary receivers?
			Secondary receivers?
	Select the best channel
			Importance of the message?
			Feedback required?
			Permanent record required?
			Cost of the channel?
			Degree of formality?

Adapting to Task and Audience

	Spotlight receiver benefits (the warranty starts working for you immediately).
	Cultivate the “you” view (you will receive your order).
	Use sensitive language avoiding gender, race, age, and disability biases (office workers, not office girls).

Adapting to Task and Audience

	Express thoughts positively (you will be happy to, not you won't be sorry that).
	Use familiar words (salary, not remuneration).
	Use precise, vigorous words (fax me, not contact me).

Developing Reader Benefits

	Sender-focused
	“We are requiring all staffers to complete these forms in compliance with company policy.”
	Receiver-focused
	“Please complete these forms so that you will be eligible for health and dental benefits.”

Developing Reader Benefits

	Sender-focused
	“Because we need more space for our new inventory, we’re staging a two-for-one sale.”
	Receiver-focused
	“You can buy a year’s supply of paper and pay for only six months’ worth during our two-for-one sale.”

Emphasize the “You” View

	“We” view
	We are issuing a refund.
	“You” view
	You will receive a refund.
	“We” view
	We take pleasure in announcing an agreement we made with Hewlett Packard to allow us to offer discounted printers in the student store.
	“You” view
	An agreement with Hewlett Packard allows you and other students to buy discounted printers at your convenient student store.

Hidden Negative Meanings

Hidden Negative Meanings

	You overlooked . . . .
	(You are careless.)
	You failed to . . . .
	(You are careless.)
	You state that . . . .
	(But I don’t believe you.)
	You claim that . . . .
	(It’s probably untrue.)

Hidden Negative Meanings

	You are wrong . . . .
	(I am right.)
	You do not understand . . . .
	(You are not very bright.)
	Your delay . . . .
	(You are at fault.)
	You forgot to . . . .
	(You are not only inefficient but also stupid and careless.)

Adapting to Legal Responsibilities

Adapting to Legal Responsibilities

	Avoid litigation by using especially careful language in four areas:
		Investment information
		Safety information
		Marketing information
		Human resources information

Document for Analysis
Revision Solution
Activity 5.1

Slide 16

Slide 17

Slide 18