Using the Three-Step Writing Process for Routine Messages

Whether you're answering consumer correspondence, like Campbell's Karen Donohue, congratulating an employee on a job well done, or requesting information from another firm, chances are that in the course of everyday business you'll compose a lot of routine, good-news, and goodwill messages. In fact, most of a typical employee's communication is about routine matters: orders, information, claims, credit, employees, products, operations, and so on. These messages are rarely long or complex. Even so, to produce the best messages possible, you'll want to apply the three-step writing process.

As with longer, complex messages, you need to analyze, investigate, and adapt. However, for routine messages, this planning step may take only a few moments. First, analyze your purpose to make sure that (1) it's specific, (2) it should indeed be sent, and (3) it should be written (rather than handled in a quick phone call or by walking down the hall for a brief chat). Also, think a moment about your readers. Are you sure they'll receive your message positively (or at least neutrally)? Most routine messages are of interest to your readers because they contain information necessary to conduct day-to-day business. Even so, you may need to discover more about audience attitudes or needs.

Second, investigate to learn exactly what your audience needs to know. Do you have all the relevant information? Do you need to take a little time to gather more?

Third, adapt your routine messages to your readers. Select the most appropriate medium, and establish or maintain a good relationship with them. Use the "you" attitude and be sure to keep your language positive and polite.

Organizing and composing routine messages can go rather quickly. Your main idea may already be fairly well defined. Just be sure you stick to it by limiting the scope of your message. Cover only relevant points, and group them in the most logical fashion. Because your readers will be interested or neutral, you can usually adopt the direct approach for routine messages: Open with a clear statement of the main idea, include all necessary details in the body, and then close cordially.

However, even though these messages are the least complicated business messages to write, communicating across cultural boundaries can be frustrating, especially if you're not familiar with the cultural differences involved. So before selecting the direct approach for your message, verify the customs of your audience, and make sure your readers prefer direct organization. When you're addressing an audience with minimal cultural differences, keep your tone conversational and use plain English.

No matter how short or straightforward your message, make it professional by allowing plenty of time to revise, produce, and proofread it. First, revise your routine message for overall effect. Evaluate your content and organization to make sure you've said what you want in the order you wanted to say it. Review your message's readability. Edit and rewrite routine messages for conciseness and clarity. Second, design your document to suit your audience. Choose effective design elements and appropriate delivery methods. Finally, proofread the final version of your routine message. Look for typos, errors in spelling and mechanics, alignment problems, poor print quality, and so on.