page 188 1-5
1. give the bad news, ensure its acceptance, maintain reader's goodwill, maintain organization's good image, reduce future correspondence on the matter
2.will the bad news come as a shock? does the reader prefer short messages that get right to the point? how important is this news to the reader? do you need to maintain a close working relationship wiht the reader? do you need the reader's attention? what is your organization's preferred style?
3. opening with a buffer, providing reasons and additional information, continuing with a clear statement of the bad news, and closing on a positive note
4. bugger: a neutral, noncontroversial statement that is closely related to the point of the message; it establishes common ground with your reader. Some critics think it may be unethical because they think it is insincere or deceptive
5. by giving reasons effectively, you help maintain focus on the issues at hand and defuse emotions that always accompany significantly bad news; they also convince the audience that the actions are justified
Thursday, February 25, 2010
Thursday, February 18, 2010
Routine and Positive Messages
Class Activity 2.18.2010
Page 160 #2
I recently saw your ad in Macworld for the "Negotiator Pro" and purchased one for my computer at a local business-supply store. I felt that it would be an effective tool to use for a corporate seminar I plan to present on the topic of negotiation.
Unfortunately, the program did not work when I inserted it into my office computer. When I tried to return it, the store would not exchange the CD for a new one or give me a refund because I had already opened it. I was instructed to contact your in hopes that you would be able to send me a version that is compatible with my computer.
Please send any information you may have to the address located in the letterhead. If you cannot send another disk, please send the refund amounting to $79.95. Thank you in advance for your help.
Page 163-164 #9
5493 Beechwood Drive
Trenton, NJ 08608
April 12, 2009
Florida Resort Bureau
1555 Palm Beach Lakes Boulevard
West Palm Beach, FL 33401
Dear Sir:
My wife and I are planning a vacation in late September with our two teenage children. Please send information promptly, preferably within the next two weeks, so I can adjust my work schedule. Personally, I enjoy the beach and playing golf; however, we would also like to be near night entertainment that is suitable for the whole family. I am also particularly interested in resorts that have public transportation available so that the family is able to participate in activities outside of the resort.
In addition to the information listed in your brochures, will you please educate me on which resorts are near large cities, are reached by public transportation, and have attractions for teenagers. In regards to it being off-season, do the rates include all of the amenities and what is the weather typically like in September? Lastly, who can I contact to receive information about concert schedules?
Your advertisement in the April issue of Smithsonian magazine has intrigued me and I would love to know more information about Florida resorts. Thank you for your time.
Sincerely,
Frank C. Atlas
Page 160 #2
I recently saw your ad in Macworld for the "Negotiator Pro" and purchased one for my computer at a local business-supply store. I felt that it would be an effective tool to use for a corporate seminar I plan to present on the topic of negotiation.
Unfortunately, the program did not work when I inserted it into my office computer. When I tried to return it, the store would not exchange the CD for a new one or give me a refund because I had already opened it. I was instructed to contact your in hopes that you would be able to send me a version that is compatible with my computer.
Please send any information you may have to the address located in the letterhead. If you cannot send another disk, please send the refund amounting to $79.95. Thank you in advance for your help.
Page 163-164 #9
5493 Beechwood Drive
Trenton, NJ 08608
April 12, 2009
Florida Resort Bureau
1555 Palm Beach Lakes Boulevard
West Palm Beach, FL 33401
Dear Sir:
My wife and I are planning a vacation in late September with our two teenage children. Please send information promptly, preferably within the next two weeks, so I can adjust my work schedule. Personally, I enjoy the beach and playing golf; however, we would also like to be near night entertainment that is suitable for the whole family. I am also particularly interested in resorts that have public transportation available so that the family is able to participate in activities outside of the resort.
In addition to the information listed in your brochures, will you please educate me on which resorts are near large cities, are reached by public transportation, and have attractions for teenagers. In regards to it being off-season, do the rates include all of the amenities and what is the weather typically like in September? Lastly, who can I contact to receive information about concert schedules?
Your advertisement in the April issue of Smithsonian magazine has intrigued me and I would love to know more information about Florida resorts. Thank you for your time.
Sincerely,
Frank C. Atlas
Thursday, February 11, 2010
"Netiquette"
MEMORANDUM
TO: Ms. Walwema
FROM: Melissa Mirchin
CC:English 304 Section 020
DATE: February 11, 2010
SUBJECT: Netiquette rules for technical writing
Proper rules of netiquette should be adhered to when composing e-mails in our technical writing course. With some research, I have found some particularly interesting points.
I first located a page about netiquette on the website of the popular news network, CNN. The website included issues such as consulting with your correspondent about their bandwidth before sending a large file like a picture. This is proper netiquette because some people may not have fast downloading connections and trying to open a large file may take a lot of time or jeopardize access to other files. The time it takes to download large files may not be something your peer is willing to spare. It also may slow down other functions of the computer. For these reasons it is important to send a short e-mail first asking for permission to send a large file and then taking action based on the response given.
A second site discussed the rules of respecting privacy. This important topic discussed on this website addresses respecting the privacy of others in e-mails as well as personal boundaries. If your e-mail is not something you would be willing to share with your boss or a group of peers, it is most likely not appropriate to be sending in an e-mail. The site has a reminder that when communicating via e-mail, you are in cyberspace and you need to be conscious of who has the ability to look at your e-mail accounts. Most companies set up e-mail accounts for you and so many company superiors will be able to see your e-mail activity. Personal use or inappropriate topics should not be discussed for this reason.
Lastly, the second site also discussed forgiving people for minor errors in their e-mails. Spelling errors or improper formatting of e-mails is something that is easy to do, so do not hold your correspondent responsible for minor mistakes. If the mistake is crucial enough to point out, do so in a tactful and polite way. If the error is something that does not need to be addressed immediately, let it slide and give your peer a second chance to correct their mistakes. Everyone makes mistakes and should not be held too seriously accountable for minor flaws.
Thank you for your time and attention with this issue of proper netiquette.
Sincerely,
Melissa Mirchin
REFERENCES:
http://www.albion.com/netiquette/corerules.html
http://edition.cnn.com/2000/TECH/computing/07/21/netiquette.tools/
TO: Ms. Walwema
FROM: Melissa Mirchin
CC:English 304 Section 020
DATE: February 11, 2010
SUBJECT: Netiquette rules for technical writing
Proper rules of netiquette should be adhered to when composing e-mails in our technical writing course. With some research, I have found some particularly interesting points.
I first located a page about netiquette on the website of the popular news network, CNN. The website included issues such as consulting with your correspondent about their bandwidth before sending a large file like a picture. This is proper netiquette because some people may not have fast downloading connections and trying to open a large file may take a lot of time or jeopardize access to other files. The time it takes to download large files may not be something your peer is willing to spare. It also may slow down other functions of the computer. For these reasons it is important to send a short e-mail first asking for permission to send a large file and then taking action based on the response given.
A second site discussed the rules of respecting privacy. This important topic discussed on this website addresses respecting the privacy of others in e-mails as well as personal boundaries. If your e-mail is not something you would be willing to share with your boss or a group of peers, it is most likely not appropriate to be sending in an e-mail. The site has a reminder that when communicating via e-mail, you are in cyberspace and you need to be conscious of who has the ability to look at your e-mail accounts. Most companies set up e-mail accounts for you and so many company superiors will be able to see your e-mail activity. Personal use or inappropriate topics should not be discussed for this reason.
Lastly, the second site also discussed forgiving people for minor errors in their e-mails. Spelling errors or improper formatting of e-mails is something that is easy to do, so do not hold your correspondent responsible for minor mistakes. If the mistake is crucial enough to point out, do so in a tactful and polite way. If the error is something that does not need to be addressed immediately, let it slide and give your peer a second chance to correct their mistakes. Everyone makes mistakes and should not be held too seriously accountable for minor flaws.
Thank you for your time and attention with this issue of proper netiquette.
Sincerely,
Melissa Mirchin
REFERENCES:
http://www.albion.com/netiquette/corerules.html
http://edition.cnn.com/2000/TECH/computing/07/21/netiquette.tools/
Editing and Revising an E-mail--Class Activity 2/11/10
TO: sarah@work.net
FROM: bill@work.net
CC: jim@work.net
Subject: Funding for a training trip
Sarah,
I need to figure out who to contact for money for a training trip I would like to attend. Do you know who I should contact regarding this issue? Please let me know.
Thank you,
Bill
FROM: bill@work.net
CC: jim@work.net
Subject: Funding for a training trip
Sarah,
I need to figure out who to contact for money for a training trip I would like to attend. Do you know who I should contact regarding this issue? Please let me know.
Thank you,
Bill
Thursday, February 4, 2010
Memorandum Revision
Memorandum
TO: Metro power employees
FROM: Susannah Beech, Hr Administrator
SUBJECT: Ways to improve your response to technology failures
DATE: 22 September 2009
Metro Employees:
There is always a chance of racing toward a deadline and suddenly having equipment fail. The following includes suggestions to help you cope with technical equipment and system failures:
• Stay cool. Technical failures are commonplace in business. It is likely that your bosses and co-workers will understand that you’re having a problem and why.
• Practice preventive maintenance. Use cleaning cloths and sprays regularly, liquids and foods should be kept away from keyboards and printers, and you should make sure systems are shut down when you leave at night.
• If you suspect that a problem may be developing, don’t wait until the last moment to call for assistance.
• When a last-minute technical failure threatens to disrupt your composure, consider taking a walk to calm down.
• For faster repair assistance promptly report computer failures to Bart Stone, assistant director of information services ext. 2238, who will get to your problem as soon as possible. Keep in mind that there are many people demanding his focused attention at any given time.
The last suggestion is perhaps the most important. Ask your supervisor for a list of all support numbers so that the next time you experience a technology glitch in your equipment or systems, there are a few numbers handy for you to call for help.
Sincerely,
Susannah Beech
Human Resources Administrator
TO: Metro power employees
FROM: Susannah Beech, Hr Administrator
SUBJECT: Ways to improve your response to technology failures
DATE: 22 September 2009
Metro Employees:
There is always a chance of racing toward a deadline and suddenly having equipment fail. The following includes suggestions to help you cope with technical equipment and system failures:
• Stay cool. Technical failures are commonplace in business. It is likely that your bosses and co-workers will understand that you’re having a problem and why.
• Practice preventive maintenance. Use cleaning cloths and sprays regularly, liquids and foods should be kept away from keyboards and printers, and you should make sure systems are shut down when you leave at night.
• If you suspect that a problem may be developing, don’t wait until the last moment to call for assistance.
• When a last-minute technical failure threatens to disrupt your composure, consider taking a walk to calm down.
• For faster repair assistance promptly report computer failures to Bart Stone, assistant director of information services ext. 2238, who will get to your problem as soon as possible. Keep in mind that there are many people demanding his focused attention at any given time.
The last suggestion is perhaps the most important. Ask your supervisor for a list of all support numbers so that the next time you experience a technology glitch in your equipment or systems, there are a few numbers handy for you to call for help.
Sincerely,
Susannah Beech
Human Resources Administrator
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