POSITIVE, NEUTRAL, AND INFORMATIVE MESSAGES
Good news!
Informative!
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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
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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
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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
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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.