Chapter 5
Preparing to Write Business Messages

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

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.)

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