Chapter 7 Chapter Overview & Objectives

Chapter Overview

This chapter focuses on strategies for sharing good news and neutral information. Both types of information are so essential to business that handling and managing them are considered routine—key competencies expected of employees on a daily basis. You’ll see how the adaptable direct writing plan can be applied for specific purposes to different types of routine messages. As formal business letters are still the preferred way to communicate important information, you’ll discover their essential elements and standard approaches to their format.

Learning Objectives

In this chapter, you will learn to do the following:

1. Use a direct writing plan for routine business messages.
2. Request general information and claims adjustments.
3. Order services and merchandise.
4. Respond positively to requests for information, purchase orders, and claims adjustments.
5. Write messages confirming contracts and arrangements.
6. Compose messages of appreciation, congratulations, and sympathy.
7. Write announcements, cover (or transmittal) letters, and instructional letters.
8. Format formal letters in a variety of ways.