Chapter 8 - Positive Messages

Business messages are divided into three content areas: positive messages, which deliver straightforward requests, replies, and goodwill; negative messages, which deliver refusals and bad news; persuasive messages, which include sales pitches. These business messages are exchanged in the form of e-mails, memos, or letters. Therefore, in this chapter, it will be discussed which channel is appropriate for the message and situation you face.

When should you use e-mails, memos, or letters?

When you need information from a team member in another office, you might send an e-mail.

E-mail is most appropriate for short messages, such as sharing ‘need to know” facts, setting up appointments, distributing documents, giving updates, requesting information, getting answers to specific questions, and documenting conversations when a paper trail is needed.

Business e-mails prioritize getting work done rather than interacting socially.

Although e-mail is popular, printed hard-copy memos still play a great role in the workplace. It is useful for important internal messaged which require a permanent record for formality, such as official policies, short reports, long internal documents, and important announcements.

Those are channels mostly used for internal. Then, how about positive messages delivered outside an organization? One important channel for external communication is business letters, as one of the most powerful and effective ways to get your message across.

In delivering positive messages, you can use direct pattern, which is directly stating requests, replies, and goodwill you want to convey.