Routine messages include emails, memos, and letters that give information or make requests. For routine messages, you should use plain language and a direct approach. Show
After completing this chapter, you will be able to
As Canada is a relatively low-context country, a direct writing approach is often standard for routine messages. What is the Direct Approach? [1]Readers are always receptive to good news and are eager to learn key information. The same applies to routine and informative messages, to which readers react neutrally. When it comes to these messages, don’t make readers wait. Take the direct approach and make your point right away. A direct-approach message makes your purpose clear from the start by stating the main point in the first sentence before moving on to details. At first glance, readers can tell if you are asking for or supplying information, requesting or granting credit, or making or settling a claim. Opening — delivers the main message first. It answers your reader’s most important questions; states the good news; makes a direct, specific request; or provides the most important information. Middle — explains details of the news or inquiry and supplies background and clarification when needed. If there are further points or questions, they are presented in parallel form in a bulleted or numbered list (maximum five or six items). Closing — ends pleasantly in one or more of the following ways: provides contact information; asks for action, input, or a response, often by a deadline; tells the reader what happens next; communicates goodwill; or shows appreciation. Direct-approach messages are the norm in North America, but not every culture responds to direct correspondence in exactly the same way. In high-context cultures — such as those in China, Japan, and Arab nations— directness is considered rude. In such cases, it is important to establish rapport before citing a problem or making a request and even then to suggest or ask rather than demand. In Japan, where formality is important, it is customary to embed a request and to soften it with preliminaries and other politeness strategies. On the other hand, people in Western cultures consider a lack of directness to be a waste of their time. When you are communicating cross-culturally, weigh your reader’s tolerance for directness before you launch into your request or response. Use the Direct Writing Approach to Make Routine Requests: Asking for Information or ActionTo write an effective request,
Use the Direct Writing Approach to Respond to a Routine RequestTo write an effective response,
Learning CheckUse the Direct Writing Approach to Give Routine Information and Instructions[2]Sometimes the purpose of your communication is simply to convey information. Perhaps you want to inform customers of a new product or you need to tell employees about changes to a company policy. Another type of routine message is a “follow-up” message. These are a written record of what occurred at a meeting; information might include the meeting time, location, and purpose, and should outline any important decisions or action items that arouse from the discussion. When your goal is to provide routine information, use a direct approach and plain language to communicate as clearly as possible. To write clear instructions,
Consider the example below of clearly stated instructions. Setting up your new GTD webcam involves only a few steps:
After you’ve completed these five steps, you can begin using your webcam to communicate professionally in virtual meetings. Notice that the message is divided into three clear parts:
Learning CheckWhat are the three common types of routine request?The most common types of routine requests are asking for information or action, asking for recommendations, and making claims and requesting adjustments.
What are the routine request?Routine request means a request for information that is contained in case files, dockets, indices, lists, or schedules, or a request that does not seek confidential, impounded, or sealed information.
What are three guidelines for asking a series of questions in a routine request?What are three guidelines for asking a series of questions in a routine request?. Ask the most important questions first.. Ask only relevant questions.. Deal with only one topic per question.. When making a routine request you should?In most cases, when making routine requests you should assume that the audience will not comply. When making a direct request, state what you want in the first sentence or two and then follow with an explanation.
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