• reduces tendency to ramble.
• helps writer achieve proper order and emphasis.
• clarifies transitions.

• traditional alphanumeric format
• schematic organization chart (hierarchy of ideas, based on company organization chart format)

1. Define the main idea: what the audience should do or think after absorbing the message and why they should do it or think it.
2. State four or fewer major points.
3. Identify supporting points, translating general concepts into tangible facts and figures.

• For informational messages, follow the natural order suggested by your subject (such as activities to be performed, functional units, spatial or chronological relationships, or parts of the whole).
• For persuasive or collaborative messages, use logical order based on reasons.

• Provide more details for complex, unfamiliar subjects and skeptical audiences.
• Use fewer details for routine, familiar subjects and receptive audiences.

• Facts and figures: statistical evidence
• Narration: chronological story
• Description: word picture of person, place, or thing
• Example: typical case that illustrates point
• References to authority: quotations or informed opinions
• Visual aids: graphs, charts, or tables

• Direct (deductive) approach: main idea presented first.
• Indirect (inductive) approach: evidence precedes statement of main idea.

• Use direct approach for receptive audiences.
• Use indirect approach for resistant audiences.

• Direct requests use a straightforward approach because the audience will be willing to comply:
  1. Begin with the request or main idea,
  2. Provide necessary details, and
  3. Close with a statement of the desired action.
• Routine, good-news, and goodwill messages emphasize the positive because the audience will be neutral or pleased by information:
  1. Begin with the main idea or good news,
  2. Provide necessary details, and
  3. Close with reference to the good news or positive comment.
• Bad-news messages cushion the blow when the audience will be displeased:
  1. Begin with a neutral buffer,
  2. Justify the negative point with evidence,
  3. State the bad news in positive terms, and
  4. Close cordially.
• Persuasive messages provide motivational incentives when the audience is unwilling to comply or uninterested in the message:
  1. Begin with an attention-getter,
  2. Build interest by describing the general idea,
  3. Explain benefits to create desire, and
  4. Request action.

• order of importance.
• sequential order.
• chronological order.
• spatial order.
• geographical order.
• categorical order.

• If audience is receptive, organize around conclusions and recommendations.
• If audience is skeptical or hostile, organize around the reasons your point of view is correct.

FORMULATING YOUR MESSAGE

• Focus on getting ideas on paper; revise later.
• Use tools and techniques that facilitate the revision process.
• Difference between style and tone:
  • Style: the way words are used to create effects.
  • Tone: the overall effect; the result of style.
• Tips for achieving the right style and tone:
  • Strive for a businesslike tone: objective, rational, efficient.
  • Use the "you" attitude; present the message from the audience's point of view.
  • Emphasize the positive.
  • Establish credibility.
  • Be polite.
  • Project the company's image.
• To achieve a businesslike tone:
  • Avoid being too familiar or folksy.
  • Watch the use of humor.
  • Avoid obvious flattery.
  • Avoid preaching or bragging.
  • Be yourself.
• How to achieve the "you" attitude:
  • Substitute you and yours for I, me, mine, we, us,and our.
  • Don't use too many pronouns; focus on conveying genuine empathy.
  • Avoid the use of you in a judgmental, blaming context.
• Emphasizing the positive means
  • Calling attention to bright side of things.
  • Focusing on opportunities for improvement, not on mistakes or problems.
  • Pointing out benefits from the audience's standpoint.
  • Substituting euphemisms for offensive terms without resorting to double-talk.
• Be polite, especially in written messages.
  • Be tactful and restrained when expressing yourself.
  • Do extra little thins, like sending birthday cards.
  • Be prompt in handling correspondence.
• To project the company's image, adopt the style that is favored by the organization.
• To establish credibility (which is particularly important when dealing with strangers):
  • Emphasize points in common (such as similar occupations).
  • Present credentials in an unboastful way.
  • Mention credible references.
  • Support ideas with facts.
  • Avoid exaggeration.
  • Avoid insincere compliments.
  • Avoid false modesty and hesitant phrasing.

Last Update: 4/23/01
Web Author: Angie Chittick
Copyright ©1998 by Angie Chittick - ALL RIGHTS RESERVED