Organizational Plans for Letters and Memos



Organizational Plans for Letters and Memos :




Direct Approach for routine, unpersuasive messages


Used for : Direct requests (that do not require convincing), information memos and letters, Good news messages


Situations such as : complaints and claims; reservations; appointments; orders; requests for action; inquiries about goods, people, or services; good news about hiring, credit, claims, other good news


Start with : Main Idea :


Request : Please send me your latest catalog.


Good news : Good news! Your loan is approved.


Then : Explanation : details to help the reader respond correctly, devices for easy-reading like bulleted lists and numbered questions, development of you attitude, positive emphasis and reader benefit.


End with : Motivation and Polite Closure: clear and easy action, appreciation, polite closure to build goodwill


Include as needed : visual aids, catalog pages, brochures


Indirect Approach for negative messages


Used for : Bad news messages (that give news favorable to the reader)


Situations such as : refuse claims, refuse credit, decline services and favors, negative news about orders; turn down applicant; other bad news


Start with : Buffer :


Appreciation : Thank you for your letter.


Other positive opening : You are right to expect good service.


Then : Explanation and Alternatives : needed details, answers to questions, tactful imbedded bad news, counterproposal, ideas for getting needed help or for future changes; sales promotion for other products available


End with : Positive, Friendly Closure: appreciation, invitation to future action, good wishes, forward look


Include as needed : application blanks, stamped envelopes


AIDA for persuasive messages


Used for : Persuasive requests (that need to convince in the reader) - Sales


Situations such as : persuasive requests for help, favors, donations, cooperation, special privileges, exceptions to company policy and warranties


Start with : Attract the reader’s favorable attention : No, you will not be paying higher taxes this year.


Then : Arouse the reader’s interest to continue reading the letter: In fact, thanks to Fred More, your taxes are lower this year.


Create desire to help : needed details, clear benefits to reader,


End with : Easy Action: clear and easy action, appreciation, closure to build goodwill


Include as needed : visual aids, stamped envelopes


Use these instructions while preparing the memos and internal communications.


Use these instructions while preparing the memos and internal communications.


Organizational Plans for Letters and Memos






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