Questions and Answers
What approach can be used when you believe the audience will be interested in what you have to say?
Direct approach
What does the direct or deductive plan involve?
Presenting the request or main idea in the beginning
When is the good-news plan used?
To grant requests, announce favorable information, and exchange routine information
What does the good-news plan involve at the end of the message?
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In the direct-request plan, when are necessary desirable details given?
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What is the purpose of the direct-request plan?
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What is the approximate monthly copy volume of the small office mentioned in the letter?
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How many secretaries would generally use the copier in the small office?
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What type of paper does the small office prefer for their copier?
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How many copies are rarely needed to be run off at any one time in the small office?
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What is the main idea of the first example letter provided in the text?
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What is the issue raised in the second example letter provided in the text?
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'In the goodwill letter, you will probably be successful when you can answer ‘yes’ to the following questions:' This sentence suggests that the letter has a focus on:
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'We would also like to know about your warranty and repair service.' This statement indicates that the small office is concerned about:
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Study Notes
Approaches to Writing Messages
- When the audience is interested in the message, the approach used is the direct or deductive plan, which presents the main point upfront.
- The good-news plan is used when the message is positive, and it involves delivering the good news at the end of the message.
Direct-Request Plan
- The direct-request plan provides necessary and desirable details upfront, and its purpose is to prompt the audience to take action.
Small Office Copier Requirements
- The small office mentioned has an approximate monthly copy volume of around 1,000-2,000 copies.
- Two to three secretaries would generally use the copier in the small office.
- The small office prefers to use 20-lb paper for their copier.
- Rarely do they need to run off more than 20-25 copies at any one time.
Example Letters
- The main idea of the first example letter is to persuade the reader to take action.
- The issue raised in the second example letter is about the warranty and repair service of the copier.
Goodwill Letter
- The goodwill letter focuses on building rapport and goodwill with the audience.
Concerns of the Small Office
- The small office is concerned about the warranty and repair service of the copier.
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