direct approach message

Review the Objectives & Lecture Notes on the Direct Approach Messages for writing good and neutral news messages in Week 2. You will have one document saved under the title of your name, the week, and the assignment name (ex. TWood, Week 2, Direct Approach); then use the headings below to identify each section of your assignment. Each section should be on a new page (insert page break at end of each) and you should create a letterhead for each memo or letter below.
1. Order Message
Communication Situation:
You would like to order four products from SandHills Scents in Broker Bow, Nebraska, 59337; you have lost the order form for the store so you need to write a letter to make the order. You want to order the following: #508, Ranch Hand Liquid Soap, 4.5 oz., two at 2.97 each; #502, two 2.5-ounce bottle of Sage Lotion at 2.95; #513, one 2.5-ounce bottle of Soapweed Scents, at 4.05; and #523, four 2.5-ounce bottles of Sandalwood Oil, at 4.98 each. Shipping is $6.98. You would like your order charged to your companys VIP VisaCard which is on file at SandHills Scents, and you prefer UPS Ground delivery.
Plan, compose, and complete an order message. Apply the CBO approach and the appropriate good news strategy (Direct Approach, 3 paragraphs.) Type the message using the block letter format with open punctuation. Design your company’s letterhead. Remember, the order should be placed in table format within your letter. Use the appropriate notations when necessary. Date the message June 30. Your final message should reflect the Six Cs of effective messages.
2. Order Response Message
Communication Situation:
As Jonathan Graph, the retail sales manager for SandHills Scents, you will respond to the order message above.
Review the Order Message previously created to plan, compose, and complete an acknowledgment of the order. Apply the CBO approach and the appropriate good news strategy. Provide details you consider helpful or necessary to complete this message. Remember to use this message to introduce/sell new items. Type the message using a block letter format with mixed punctuation. Use the appropriate notations when necessary. Date the message July 5. Your final message should reflect the Six Cs of effective messages.
3. Claim Message
Communication Situation:
You discovered MUSAKCool.com through a friend’s recommendation on March 4. MUSAKCool.com has all music genres imaginable, allowing you to listen to as many tracks as you like for a fixed monthly fee of $9.99. The service sounded too good to be trueand sadly, it was. The service was so unreliable you began keeping note of when it was unavailable. During the second month, it was down for all or part of 17 days over half of the month. As much as you like it, you are fed up. To get the promotional $9.99 monthly rate, you prepaid for an entire year using your Visa card, and youve been a subscriber for two months now. While you didnt track outages during the first month, you believe it was about the same number of days as the second month. You are requesting a full refund and you want the company to reply to you through email.

Plan, compose, and complete a claim message. Apply the CBO approach and the good news strategy. Type the message using a social or personal business block letter format with the return address above the dateline and mixed punctuation (no letterhead.) Use the appropriate notations when necessary. Date your message June 23. Your final message should reflect the Six Cs of effective messages.
4. Adjustment Message
Communication Situation:
As Allison Schwerdt, customer service agent for MUSAKCool.com, you will respond to the claim message above which was received on June 30. The refund is to be granted while maintaining goodwill. Try to get your customer to come back (offer discount or free three months once service has been upgraded) and make it easy.
Plan, compose, and complete an adjustment message. Apply the CBO approach and the good news strategy. Type the message using an e-mail format with the proper heading and signature block. Date your message June 30. Be sure to include details about the adjustment. Your final message should reflect the Six Cs of effective messages.
Grading Rubric:
Order Message
Six Cs:
Courteousyou attitude, use positive words, use gender-free terms, avoid colloquialisms/jargon/offensive words
Cleareasy to read, appropriate words, orderly sequence,
correct position of phrases/clauses, short-complete sentences, eliminate it, if, there
Conciseeliminate unnecessary words, use action verbs,
use efficient words, necessary modifiers, active voice
Concreteuse specific/precise terms, use modifiers,
avoid opinions or generalizations, provide specific details
Correctspelling, parallel structure, punctuation, grammar,
proper use of capitalization and lowercase letters,
use title and last name, correct names, places, dates, times, amounts
Completeincludes all pertinent information (who, what, when, where, why, how), maintains goodwill
25

Acceptable formatBlock format with mixed punctuation,
correct spacing, letterhead, direct pattern (3 paragraphs), table format, closing, date, etc.
Paragraph content:
1. State major request; use direct language (identify source); PLEASE SHIP
2. Give full details (catalog numbers, quantities, descriptions, prices, totals)
3. Include payment information, shipping instructions, desired delivery date
Really, no one cares if youve lost the order sheet; so, either ask for order sheets or dont worry about it. Business is business! Check and double check amounts and product numbers. Add a TOTAL line if you havent. Remember, good business requires attention to detail, especially when $$$ are at stake (which they always are!)
25
Order Response Message
Six Cs:
Courteousyou attitude, use positive words, use gender-free terms, avoid colloquialisms/jargon/offensive words
Cleareasy to read, appropriate words, orderly sequence,
correct position of phrases/clauses, short-complete sentences, eliminate it, if, there
Conciseeliminate unnecessary words, use action verbs,
use efficient words, necessary modifiers, active voice
Concreteuse specific/precise terms, use modifiers,
avoid opinions or generalizations, provide specific details
Correctspelling, parallel structure, punctuation, grammar,
proper use of capitalization and lowercase letters,
use title and last name, correct names, places, dates, times, amounts
Completeincludes all pertinent information (who, what, when, where, why, how), maintains goodwill
25

Acceptable formatBlock format with open punctuation,
correct spacing, letterhead, letter heading information,
direct pattern (3 paragraphs), closing info
Paragraph Content:
1. State product sent or service approved with date of delivery; Receipt vs invoice? (a receipt is a record of payment through your cc; invoice indicates payment needed)
2. Describe quality features of product/service: Build business; You may also describe another closely related product or service in which you feel the customer may be interested
3. End pleasantly – encourage future orders; make them easy
25
Claim Message
Six Cs:
Courteousyou attitude, use positive words, use gender-free terms, avoid colloquialisms/jargon/offensive words
Cleareasy to read, appropriate words, orderly sequence,
correct position of phrases/clauses, short-complete sentences, eliminate it, if, there
Conciseeliminate unnecessary words, use action verbs,
use efficient words, necessary modifiers, active voice
Concreteuse specific/precise terms, use modifiers,
avoid opinions or generalizations, provide specific details
Correctspelling, parallel structure, punctuation, grammar,
proper use of capitalization and lowercase letters,
use title and last name, correct names, places, dates, times, amounts
Completeincludes all pertinent information (who, what, when, where, why, how), maintains goodwill
25

Acceptable formatSocial or personal business block letter format with return address above dateline using mixed punctuation, no letterhead, correct spacing, letter heading information,
direct pattern (3 paragraphs), closing
Paragraph Content:
1. State specific problem and request adjustment
2. Give complete concise description of claim; including essential facts; EXPLAIN vs JUSTIFY
3. End pleasantly – with suggestion for prompt action; ask for an email response and a respond by date
25
Adjustment Message
Six Cs:
Courteousyou attitude, use positive words, use gender-free terms, avoid colloquialisms/jargon/offensive words
Cleareasy to read, appropriate words, orderly sequence,
correct position of phrases/clauses, short-complete sentences, eliminate it, if, there
Conciseeliminate unnecessary words, use action verbs,
use efficient words, necessary modifiers, active voice
Concreteuse specific/precise terms, use modifiers,
avoid opinions or generalizations, provide specific details
Correctspelling, parallel structure, punctuation, grammar,
proper use of capitalization and lowercase letters,
use title and last name, correct names, places, dates, times, amounts
Completeincludes all pertinent information (who, what, when, where, why, how), maintains goodwill
25

Acceptable formate-mail format, correct spacing,
e-mail heading information, Direct pattern (3 paragraphs),
omit complimentary close, use closing name, title, and full contact
information
Paragraph Content:
1. Grant adjustment in subject line and/or first sentence
2. Provide necessary details about adjustment — indicate what to do with a defective product or how to cancel membership; offer discount, etc., to keep customer
Give a clear explanation of customer requirements
Use positive words (avoid negative words such as grant, claim)
3. End pleasantly – with cordial, open invitation for future business
NEVER APOLOGIZE! Youre giving a full refund. Offer a discount for future business; assure your customer that you appreciate feedback and explain how you are FIXING the issues. Be careful of empty blanket statements. Write YOU centered messages (NO I, me, my, we)

Last Completed Projects