POSITIVE, NEUTRAL, AND INFORMATIVE MESSAGES Good news! Informative! Organized using the DIRECT plan of communication o State main claim first Saves the reader time Puts the reader in a favorable frame of mind Reader can skim the remainder of messages o Not persuading Delivering information BUT…we may need to identify stipulations SALES APPEAL Not difficult to compose Somewhat gratifying Generally easy to write Very often routine Tone: friendly Examples of Positive, Neutral, Informative/Social/Goodwill Messages Announcements o New product o New line of services o New locations o New hours Invitations o Specific Time Location Attire RSVP / when Purpose Approving a request o Time off Approval o Promotion o Salary increase Congratulations o Builds goodwill Inquiries o Neutral o Info requested about product, service o Response to inquiries is informational…chance to build goodwill Recognitions Thank you Condolences o Timely o Not recall event HOW TO USE THE DIRECT PLAN Determine content o Analyze situation o Determine purpose Determine o Who o What o When o How o Where 1. OPENING a. Begin with the main idea of the message b. Present positive information in the subject line (email) or in the first paragraph i. Congratulations! Your request for vacation time the first week of June is approved! 2. EXPLANATION a. Conveys additional information b. Positive c. Presents facts objectively i. As the office still functions at full capacity when employees are on vacation, and staff respond to one another’s duties during vacation time, you will want to make sure to complete the following before beginning your vacation (May 31): 3. SALES APPEAL a. Form of persuasion b. Persuades recipient of message to take some action c. Optional depending on the message d. Personalize and positive e. Establishing reasonable expectations i. Dates/times 1. By end of day May 31, please set up your out-of-office email reply; identify John as the individual to whom questions about _____ can be referred; let’s meet on May 30 to discuss the training seminar which will be in August and to discuss your role; and finally please set up your out-of-office voicemail… 4. Friendly close a. Build goodwill b. Short c. Express appreciation i. Joe, I hope you enjoy your vacation time. You deserve it! Thank you for your continued support in our department as a valuable team member. We’ll see you when you return on June 9. EXAMPLE OF INDIRECT PLAN Dear Jenny— Thank you for applying for the manager position at XYZ Corporation. There were over 200 applicants, and the hiring team spent two weeks going over resumes to determine who to invite for an interview. You were one of 50 applicants selected for an interview. Congratulations! EXAMPLE OF DIRECT PLAN Dear Jenny— Thank you for applying for the manager position at XYZ Corporation. Congratulations! You were one of 50 applicants selected for an interview. (good news) There were over 200 applicants, and the hiring team spent two weeks going over resumes to determine who to invite for an interview. (explanation) To the interview on May 3, please do the following: 1. Please confirm your availability to meet on May 3 by no later than April 25; 2. Bring three copies of your current resume; 3. have planned a five-minute presentation on the importance of communication in the workplace… (sales appeal) Again, thank you for your interest in the XYZ Corporation. We look forward to meeting with you.