Answer to Question 1
The first step in planning a business message is to determine what your reader's reaction will
be to your message. Recipients generally react in one of these four ways: pleased, neutral,
displeased, or little or no interest. Depending on what you expect your reader's reaction will
be, you will use one of three approaches for planning a message: direct, indirect, or
persuasive.
a) If your reader will be pleased to get your message, or at least have a neutral reaction, you
can get right to the point: the good news or the information. Use the direct approach, in which
you state the main point of the message in the opening sentence.
b) When you expect the reader to be displeased, unwilling, or even hostile to your message,
use the indirect approach, in which you begin the message with a buffer that presents
background information.
c) If your recipient will have little interest in your message, you must sell the recipient on the
message you are sending. This type of message calls for the persuasive approach, in which
you begin by getting the reader's attention in the opening sentence.
Answer to Question 2
tickler
When writing a response that acknowledges a customer's request and tells the potential
customer who is taking care of the request, the writer should place a copy of the response in a
reminder file or a tickler file. Because promptness is both a courtesy and a sign of good
business, your reader will be impressed by your quick response.
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