Final Exam Review: Comm 252

Approaches

Direct (creme brulee)

Hard, soft, soft

indirect (sandwich)

Soft, hard, soft

Goals

maintain goodwill

state bad news once

brief & respectful

us positive language

dont use unfortunately, won't, impossible

don't argue

Types

Refusals

refusing invitation

announcements

employees

customers

public

appraisals

performance review

Subject line

Neutral

positive

negative

Structure

Opening

bad news buffer

Body

Closing

offer good wishes

don't apologize for saying no

dont take credit for helping when you didnt

tips for stating bad news

put in dependent clause

Don't plead

no Bad lauguage

stick to facts

dont repeat

use passive voice

use "we"

avoid spotlighting

avoid mixed messages

tone

no foul language/no name calling

neutral

don't say sorry

Key points (from video)

be a good storyteller

deal in truths

use quotes

straight talk

use oratory

resent a challenge

passion

Subtopic

4 c's

Compliance

confirmation

concession

commonality

Purpose

gain trust

influencing the audience

motivate to act

Types

Fundraising

Identify a problem

show that problem is solvable

explain what org is doing

ask for donation

Favour & action

Claim

Gain positive attention

Prove claim is valid

Ask for action

Sales

Gain attention

introduce product

make it desireable

ask for action

follow-up

Marketing online

Promotion & self-romotion

3 Appeals

Ethos (logic/reason)

Facts/statisitcs

Pathos (emotion)

Story

Logos (ethics/credibility)

Showcase past work/accomplishments

preparing to write

know your purpose

understand what motivates reader

consider design & layout

be positive & accurate

anticipate objection

Characteristics

Interactive

Internet based

immediate

influential

5 types of participants

creators

critics

collectors

joiners

spectators

Goals

Marketing content

Networking

Grow our following

brand awareness

drive traffic to website

facilities interaction resulting in customer loyalty

grow sales

risks/challenges

fraud

outdated info

time theft

data leaks

identity theft

damage to reputation

Negative messages

Mobile communication

UGC

types

blogs

micro blogs

podcasts

social networking

facebook

linkedin

photo/video sharing

youtube

Why join?

affiliation

circulating data

express interest

Best approach

Direct (creme brulee)

Types

information request

order request

claim request

opinion on matter

info response

approving a claim

order acknowledgement

Confirmation Message

info share

announcement

instructional letter/memo

informational letter/memo

Characteristics

3 part structure

short/concise

most common form in workplace

Formatting a Letter

Format

Centered vertically and horizontally

1 - 1.5 in margins

ragged right

Styles

Full block

Simplified

Modified block

Envelope

Return address (top left)

Name of recipient

Stamp (top right)

Elements

Name of recipient

address

message

date

signature

closing

salutation

Characteristics

personal

prompt

short

spontaneous

sincere

Types

Thank-you

few specific details

goodwill closing

Congratulations

reflect on accomplishment (use exact title)

Share in happiness

Sympathy

use appropriate words

positive attributes of person

offer assistance

handwritten

purpose

build goodwill

helps create business relationships

mutual understanding

builds trust