The vast majority of the couple hundred billion business emails sent every day (see unit 17) are short messages of a routine nature such as asking for and sharing information, requesting action, or thanking someone for something given. Most of the time these are positive or neutral messages even when they involve small complaints or claims where you request that an error be corrected. These are all direct-approach messages where the main idea comes right upfront and details follow. Occasionally, you must communicate bad news in writing, which requires a more careful, indirect approach. All of these situations involve conventions that business professionals follow to minimize miscommunication and its fallout, and thus keep their operation running smoothly.
In this chapter, we will cover:
- Information Shares, Action Requests, and Replies
- Complaints and Claims
- Negative Messages
- Persuasive Messages
- Goodwill Messages and Recommendation letters