Strategy for Routine Requests

Much of your daily business communication will involve routine and positive messages, including routine requests for information or action, replies on routine business matters, and positive messages such as good-news announcements and goodwill messages, from product operation hints and technical support to refunds and ordering glitches. These messages are the focus of this chapter. Chapter 8 covers messages in which you convey negative information, and Chapter 9 addresses persuasive messages.

Making requests is a routine part of business. In most cases, your audience will be prepared to comply, as long as you’re not being unreasonable or asking people to do something they would expect you to do yourself. By applying a clear strategy and tailoring your approach to each situation, you’ll be able to generate effective requests quickly.

Like all other business messages, routine requests have three parts: an opening, a body, and a close. Using the direct approach, open with your main idea, which is a clear statement of your request. Use the body to give details and justify your request, then close by requesting specific action.

1 LEARNING OBJECTIVE

Outline an effective strategy for writing routine business requests.

For routine requests and positive messages

■State the request or main idea

■Give necessary details

■Close with a cordial request for specific action

Stating Your Request Up Front

With routine requests, you can make your request at the beginning of the message. Of course, getting right to the point should not be interpreted as license to be abrupt or tactless:

■Pay attention to tone. Instead of demanding action (“Send me the latest version of the budget spreadsheet”), show respect by using words such as please and I would appreciate.

■Assume that your audience will comply. Because the request is routine, you can generally assume that your readers will comply when they clearly understand the reason for your request.

■Be specific. State precisely what you want. For example, if you request the latest market data from your research department, be sure to say whether you want a 1-page summary or 100 pages of raw data.

Explaining and Justifying Your Request

Use the body of your message to explain your request, as needed. Make the explanation a smooth and logical outgrowth of your opening remarks. If complying with the request could benefit the reader, be sure to mention that. If you have multiple requests or questions, consider these tips:

■Ask the most important questions first. If cost is your main concern, for example, you might begin with a question such as “How much will it cost to have our new website created by an outside firm?” Then you may want to ask more specific but related questions, such as whether discounts are available for paying early.

■Deal with only one topic per question. If you have an unusual or complex request, break it down into specific, individual questions so that the reader can address each one separately. This consideration not only shows respect for your audience’s time but also gets you a more accurate answer in less time.

Take care that your direct approach doesn’t come across as abrupt or tactless.

If you have multiple requests or questions, start with the most important one.

Requesting Specific Action in a Courteous Close

Close your message with three important elements: (1) a specific request that includes any relevant deadlines, (2) information about how you can be reached (if it isn’t obvious), and (3) an expression of appreciation or goodwill. For example: “Please send the figures by April 5 so that I can return first-quarter results to you before the April 15 board meeting. I appreciate your help.” Conclude your message by sincerely expressing your goodwill and appreciation. However, don’t thank the reader “in advance” for cooperating; many people find that presumptuous.

Close request messages with

■A request for some specific action

■Information about how you can be reached

■An expression of appreciation

routine requests.

Routine requests can be handled with simple, straightforward messages, but more complicated requests can require additional justification and explanation.

Asking for Information or Action

Routine requests can have up to three basic elements:

■What you want to know or what you want your readers to do

■Why you’re making the request (not required in all cases)

■Why it may be in your readers’ interest to help you (not applicable in all cases)

For simple requests, using the direct approach gets the job done with a minimum of fuss. In more complex situations, you may need to provide more extensive reasons and justification for your request. If applicable, point out any benefits to the reader of complying with your request. Naturally, be sure to adapt your request to your audience and the situation (see Figure 7.1).

Always ask for permission before using someone as a reference.

Refresh the memory of any potential reference you haven’t been in touch with for a while.

Asking for Recommendations

The need to inquire about people arises often in business. For example, before extending credit or awarding contracts, jobs, promotions, or scholarships, companies often ask applicants to supply references. Companies ask applicants to list references who can vouch for their ability, skills, integrity, character, and fitness for the job. Before you volunteer someone’s name as a reference, ask permission to do so. Some people don’t want you to use their names, perhaps because they don’t know enough about you to feel comfortable writing a letter or because they or their employers have a policy of not providing recommendations.

Requests for recommendations and references are routine, so you can organize your inquiry using the direct approach. Open your message by clearly stating why the recommendation is required (if it’s not for a job, be sure to explain its purpose) and that you would like your reader to write the letter. If you haven’t had contact with the person for some time, use the opening to trigger the reader’s memory of the relationship you had, the dates of asso-

ciation, and any special events or accomplishments that might bring a clear and favorable picture of you to mind.

Use the body of the request to list all the information the recipient would need to write the recommendation, including the full name and address or email address of the person to whom the recommendation should be sent. Consider including an updated résumé if you’ve had significant career advancement since your last contact.

Close your message with an expression of appreciation. When asking for an immediate recommendation, you should also mention the deadline. If you are requesting a printed letter, always be sure to enclose a stamped, preaddressed envelope as a convenience to the other party. Figure 7.2 on page 170 provides an example of a request that follows these guidelines.

When writing a claim or requesting an adjustment

■Explain the problem and give details

■Provide backup information

■Request specific action

Be prepared to document any claims you make with a company. Send copies and keep the original documents.

Making Claims and Requesting Adjustments

If you’re dissatisfied with a company’s product or service, you can opt to make a claim (a formal complaint) or request an adjustment (a settlement of a claim). In either case, it’s important to maintain a professional tone in all your communication, no matter how angry or frustrated you are. Keeping your cool will help you get the situation resolved sooner.

Open with a clear and calm statement of the problem along with your request. In the body, give a complete, specific explanation of the details. Provide any information the recipient needs to verify your complaint. In your close, politely request specific action or convey a sincere desire to find a solution. And, if appropriate, suggest that the business relationship will continue if the problem is solved satisfactorily. Be prepared to back up your claim with invoices, sales receipts, canceled checks, dated correspondence, and any other relevant documents. Send copies and keep the originals for your files.

Analyze the Situation

Verify that the purpose is to request information from company managers.

Gather Information

Gather accurate, complete information about local competitive threats.

Select the Right Medium

Choose email for this internal message, which also allows the attachment of a Word document to collect the information.

Organize the Information

Clarify that the main idea is collecting information that will lead to a better competitive strategy, which will in turn help the various district managers.

Adapt to Your Audience

Show sensitivity to audience needs with a “you” attitude, politeness, positive emphasis, and bias-free language. The writer already has credibility, as manager of the department.

Compose the Message

Maintain a style that is conversational but still businesslike, using plain English and appropriate voice.

Revise the Message

Evaluate content and review readability; avoid unnecessary details.

Produce the Message

Simple email format is all the design this message needs.

Proofread the Message

Review for errors in layout, spelling, and mechanics.

Distribute the Message

Deliver the message via the company’s email system.

Analyze the Situation

Verify that the purpose is to request a recommendation letter from a college professor.

Gather Information

Gather information on classes and dates to help the reader recall you and to clarify the position you seek.

Select the Right Medium

The letter format gives this message an appropriate level of

formality, although many professors prefer to be contacted by email.

Organize the Information

Messages like this are common and expected, so a direct approach is fine.

Adapt to Your Audience

Show sensitivity to audience needs with a “you” attitude, politeness, positive emphasis, and bias-free language.

Compose the Message

Style is respectful and businesslike, while still using plain English and appropriate voice.

Revise the Message

Evaluate content and review readability; avoid unnecessary details.

Produce the Message

Simple letter format is all the design this message needs.

Proofread the Message

Review for errors in layout, spelling, and mechanics.

Distribute the Message

Deliver the message via postal mail or email if you have the professor’s email address.

The opening states the purpose of the letter and makes the request, assuming the reader will want to

comply with the request.

The body refers to the enclosed résumé and mentions experience that could set the applicant

apart from other candidates— information the professor could use in writing

the recommendation.

The close mentions the preaddressed, stamped envelope to encourage a timely response.

Covington provides details in the body so that the reader can understand why she thinks

a problem exists

She requests specific action in the close and provides contact information to make responding easy.

MyBCommLab Apply

Figure 7.3’s key concepts. Go to mybcommlab.com and follow this path: Course Content Chapter 7

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