Exam 9: Routine Business Messages

Describe the writing process for routine messages. Explain what is involved in each of the steps. The most important planning step is message structuring. Since routine messages are so common and readers are likely overloaded with many other messages and tasks, the primary challenge is to make sure that the readers pay attention. Ask yourself questions such as the following: How would my audience want to receive this information? How much detail do my audience members expect? As you draft the message, aim for a helpful, professional, and reader-centered tone. Focus on making the message easy to read. Readers expect to understand your primary message in less than 10 to 15 seconds, so use short sentences and paragraphs. Proofreading in the reviewing stage should take a minute or two. By rereading, you will make sure the content is complete and without errors. Even minor typos can distract your readers from complying with your messages.

What are announcements?

Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled. I did a poor job of controlling my emotions. I'll do better next time." What component of an apology has Rachel failed to include?

Many routine business messages involve such things as teams coordinating their assignments, customers buying products, and colleagues asking if they can meet. Such messages are known as

Which of the following is the most important step in planning routine messages?

In routine messages, the primary message should ______ words.

A failure to set expectations for subordinates can damage a professional's credibility.

What are the drawbacks of showing excessive appreciation?

Even in today's flatter organizations, being bossy to the boss can be counterproductive.

While drafting a routine message, you should

Which of the following is true of apologies?

Messages that provide directions and messages that set expectations both involve telling others what to do.

Announcements are a form of

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

Describe the process of developing a message that makes a claim.

Which of the following is most likely to be a component of an appreciation message?

The tone for most routine messages should be helpful, professional, and reader centered.

To prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest.

What is the main challenge that authors of routine messages have to overcome?

Which question will help you to establish credibility with the readers of your routine messages?