Writing Good-News and Neutral Messages

Writing Good-News and Neutral Messages

• Good news messages elicit favorable or neutral reactions from the recipient. These messages are often easy to write because they convey positive or neutral information.
• Neutral messages are organized using the direct approach, also known as the good-news plan or CBO approach.
• Forms of good news messages include, thank-you, congratulations, recommendations, inquiry and replies, requests and responses, order and acknowledgements, routine claim and adjustment, and goodwill messages.

Steps for Writing Good News

• Summarize the main points of the good news in the introduction.
• Provide detailed descriptions to ensure clarity and understanding.
• When possible, present negative points in the same paragraph as the positive points, but present negatives in a positive light.
• Conclude with a goodwill ending.
• Proofread thoroughly at least twice.

Things to Consider

• Audience considerations (age, education, profession): tailor the message accordingly.
• Tone/style of writing (be sincere, brief, avoid exaggeration, and back up compliments with specific points)
• Timeliness (5 days or other reasonable timeframe): ensure the message is delivered promptly.

Approach for Writing a Good News Business Message (CBO Approach)

• Plan the message.
• Compose a draft.
• Complete the message.

Planning a Message Using the CBO Approach

• Identify the objective (persuade, inform, inquire).
• Visualize the audience.
• Choose the communication method (e.g., spoken or written).
• Gather supporting information (brainstorming, nonstop writing, bubble writing).
• Organize the gathered information.

Identifying the Objective

• Determine the purpose of the message (persuade, inform, inquire).

Visualizing the Audience

• Consider the recipient's characteristics and background.
• Determine their probable reaction or interest, and when they will receive the message.
• Investigate how best to tailor the message (e.g., tone, language).

Choose Communicating Methods

• Spoken messages (face-to-face, telephone call, videotape, audiotape, video broadcast).
• Written messages (e-mail, memorandum, letter).

Gathering Supporting Information

• Brainstorming ideas.
• Nonstop Writing.
• Bubble writing.

Organizing the Information

• Outline the message using a direct approach, organizing it into:
  • Message objective.
  • Supporting information.
  • Closing information.

Composing a Draft Using the CBO Approach

• Choose appropriate words.
• Construct clear sentences.
• Assemble effective paragraphs.
• Select suitable paragraph positions.

Composing a Draft Using the Good News Strategy

• State the good or neutral news at the beginning.
• Avoid trite expressions.
• Check for clarity and effectiveness.
• Provide sufficient details for clarity.
• Include helpful information for the recipient.
• Present information to promote goodwill.
• Conclude with a positive and encouraging statement.
• Provide an opportunity to take action (where appropriate).

Completing a Message Using the CBO Approach

• Proofread carefully.
• Edit the message for clarity and accuracy.
• Revise for effectiveness and impact.
• Finalize the message for delivery.

Forms of Good News Messages in Business

• Thank-you messages: establish positive relationships, begin with specific thank you, offer extra details and end with emphasis on the recipient.
• Congratulatory messages: express appreciation for accomplishments, provide specific details and end with a focus on the receiver.
• Recommendation messages: provide positive recommendations, identify the candidate and job/benefit, give facts relevant to the position/benefit, and include an offer of information.
• Inquiries and replies: answer questions about products or services; include adequate details so the recipient can thoroughly understand the inquiry and allow time for a response within 5 days.
• Orders and Acknowledgements: acknowledge receipt or order, confirm receipt of the order; details of delivery status, include important details like payment and shipping, and encourage additional future orders.
• Routine claims and adjustments: offer support; begin with a specific request for an adjustment; provide description the claim, end with a courteous request and suggestion for prompt action.
• Requests and Responses : provide information, approval, permission, cooperation or assistance; state major request in the first sentence; include additional details; and offer a courteous concluding statement.
• Goodwill messages: foster positive relationships, motivate individuals to maintain good work performance; acknowledge positive efforts, and acknowledge donations or other support.

Differences Between Good and Bad News Messages

• Good news elicits a favorable response; uses direct approach; good occasions; less emphasis on feelings.
• Bad news elicits a negative response; uses indirect approach; bad occasions; more thought given to reader's emotions.