LECTURE NOTES

CHAPTER 8--WRITING DIRECT REQUESTS

INTERCULTURAL REQUESTS

• Requests are most effective when they follow the customs of the audience.

ORGANIZING DIRECT REQUESTS

• Use the plan for direct requests when the audience is interested and cooperative.
• Be tactful.
• Follow the direct plan: (1) main idea, (2) details, (3) request for action.
• Open with a direct statement of the request or main idea:
  • Be specific when stating the scope of the request.
  • Explain the overall reason for writing (use a question but without a question mark).
  • Save detailed questions for later paragraphs.
• Provide justification, explanation, and details in the middle of the message:
  • Explain the reason for the request
  • Emphasize the benefits of complying with the request
• For complex requests, use a series of specific questions in descending order of importance:
  • When requesting several items or answers, use an itemized list.
  • Limit questions to those dealing with the main idea.
  • Don't use questions for which you can find answers yourself.
  • Match the form of the question to the type of information required (yes-or-no questions for specific information; check-off forms when asking the same question of many people; open-ended questions for more general requests).
  • Avoid leading questions.
  • Limit each question to one topic.
• Close with a request for specific action:
  • Express goodwill.
  • Mention time limits.
  • Include phone number, office hours, or other information.
  • Save thank-you note for later, after the transaction has been completed.

PLACING ORDERS

• Get right to the point; the audience will be interested and cooperative.
• Use a mail-order form as a model.
• Include necessary details:
  • Date; an offer to make a purchase; description of goods (catalog number, quantity, color, size, price, amount due); delivery and billing address(es); shipping arrangements; payment details.
• Give a detailed description for unusual or nonstandard orders:
  • Explain how the item will be used.
  • Include drawings.
• Keep a copy of the order on file.

REQUESTING ROUTINE INFORMATION AND ACTION

• Any request is an important tool for building a favorable image of the company.
• In requests to company insiders,
  • Use memo format.
  • Follow direct plan: (1) state purpose, (2) explain and justify request, (3) close with reminder of request and instructions for complying.
  • Use matter-of-fact style.
• A typical purpose of a request to another business: to obtain information about products.
• When requesting information from other businesses in response to advertisements,
  • Fill out and return the response card, if available.
  • If not, write a sentence or two requesting information and mentioning where you saw the advertisement.
  • Enclose a handling fee, if required.
• for other product inquiries, provide more explanation:
  • Describe the request.
  • Indicate any reader benefit for replying with the request (generally, possibility of doing business).
  • Make compliance easy.
• Typical purposes of requests to customers and other outsiders: to ask for information, request simple actions, reestablish a relationship.
• Requests to customers and other outsiders can often be handled with a short, simple letter.
• When a longer, more detailed approach is necessary:
  • Explain the request.
  • Break the procedure for complying into steps.
  • Justify request, emphasizing benefits to the reader.
  • Make compliance easy; include a stamped, preaddressed reply envelope if customer is an individual.

REQUESTING CLAIMS AND ADJUSTMENTS

• Most companies are happy to honor reasonable claims, because doing so quickly and cheerfully often saves the most dishonest customer.
• Use the direct plan.
• Employ a positive, unemotional tone.
• Document a claim with photocopies of invoices, receipts, canceled checks, and the like.
• Be specific about what you want the company to do, or explain the problem and ask the company to suggest a remedy.

MAKING ROUTINE CREDIT REQUESTS

• Write to ask for a credit application form.
• Credit applications require the name of your company, the length of time in business, the name of your bank, the addresses of businesses where you have existing accounts, a financial statement, and a balance sheet.
• To obtain commercial credit when placing a first-time order for goods, open with a request for credit, explain the order, and offer evidence of credit worthiness.

INQUIRING ABOUT PEOPLE

• Legal liability makes companies reluctant to answer inquiries about people, but some organizations still ask for references when selecting candidates for jobs, memberships, awards, and the like.
• The purpose of letters requesting a recommendation: to get someone to serve as a reference for you.
• In a letter requesting a recommendation,
  • Use direct approach.
  • Explain the situation.
  • Remind the reader who you are.
  • Include a copy of your resume or equivalent description of your qualifications.
  • Close with a summary of the request and the details on how to comply.
  • Include a stamped, preaddressed envelope to encourage a reply.
• In a letter checking on a reference given by a job or credit applicant,
  • Use the direct approach.
  • Explain the applicant's situation and requirements of the position.
  • State why you value the reader's opinion.
  • Mention that the request was authorized.
  • Do not include a stamped, preaddressed envelope if the request is directed toward a business.
  • Promise to keep the recommendation confidential.
  
  
  
  Last Update: 4/23/01
  Web Author: Angie Chittick
  Copyright ©1998 by Angie Chittick - ALL RIGHTS RESERVED