Final Exam Review: Comm 252
Goodwill Messages
purpose
builds trust
mutual understanding
helps create business relationships
build goodwill
Sympathy
handwritten
offer assistance
positive attributes of person
use appropriate words
Congratulations
Share in happiness
reflect on accomplishment (use exact title)
Thank-you
goodwill closing
few specific details
sincere
spontaneous
short
prompt
personal
Routine Messages
Formatting a Letter
Elements
salutation
closing
signature
date
message
address
Envelope
Stamp (top right)
Name of recipient
Return address (top left)
Styles
Modified block
Simplified
Full block
Format
ragged right
1 - 1.5 in margins
Centered vertically and horizontally
most common form in workplace
short/concise
3 part structure
info share
informational letter/memo
instructional letter/memo
announcement
info response
Confirmation Message
order acknowledgement
approving a claim
information request
opinion on matter
claim request
order request
Best approach
Chap 14: Social Media
Why join?
express interest
circulating data
affiliation
types
photo/video sharing
youtube
social networking
linkedin
facebook
podcasts
blogs
micro blogs
UGC
Mobile communication
risks/challenges
Negative messages
damage to reputation
identity theft
data leaks
time theft
outdated info
fraud
grow sales
facilities interaction resulting in customer loyalty
drive traffic to website
brand awareness
Grow our following
Networking
Marketing content
5 types of participants
spectators
joiners
collectors
critics
creators
Characteristics
influential
immediate
Internet based
Interactive
Persuasive Messages
preparing to write
anticipate objection
be positive & accurate
consider design & layout
understand what motivates reader
know your purpose
3 Appeals
Logos (ethics/credibility)
Showcase past work/accomplishments
Pathos (emotion)
Story
Ethos (logic/reason)
Facts/statisitcs
Promotion & self-romotion
Marketing online
Sales
follow-up
ask for action
make it desireable
introduce product
Gain attention
Claim
Ask for action
Prove claim is valid
Gain positive attention
Favour & action
Fundraising
ask for donation
explain what org is doing
show that problem is solvable
Identify a problem
Purpose
motivate to act
influencing the audience
gain trust
4 c's
commonality
concession
confirmation
Compliance
Key points (from video)
Subtopic
passion
resent a challenge
use oratory
straight talk
use quotes
deal in truths
be a good storyteller
Bad News Messages
tone
don't say sorry
neutral
no foul language/no name calling
tips for stating bad news
avoid mixed messages
avoid spotlighting
use "we"
use passive voice
dont repeat
stick to facts
no Bad lauguage
Don't plead
put in dependent clause
Structure
Closing
dont take credit for helping when you didnt
don't apologize for saying no
offer good wishes
Body
Opening
bad news buffer
Subject line
negative
positive
Neutral
Types
appraisals
performance review
announcements
public
customers
employees
Refusals
refusing invitation
Goals
don't argue
us positive language
dont use unfortunately, won't, impossible
brief & respectful
state bad news once
maintain goodwill
Approaches
indirect (sandwich)
Soft, hard, soft
Direct (creme brulee)
Hard, soft, soft
