CMN 279 Lecture Notes - Lecture 9: User Friendly
31 Aug 2016
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Document Summary
Saves time: main idea appears first, use for good news or informative/routine messages, be careful: some cultures may consider directness rude, opening, answers reader"s most important questions. States good news: makes direct, specific request. Provides most important information: middle, details, explanations, further questions, may use bulleted lists, closing, contact information, call to action, deadlines/timelines, goodwill or appreciation. In direct-approach requests: put main idea first, give reason for request, summary statement, anticipate required details, set an appropriate tone, provide minimal minor details, use an appropriate layout, close courteously and efficiently. Responses: make sure the right person answers the request, reply as soon as you can. Summarizes an agreement, contract, transaction, decision, or plan: makes sure both parties understand the details. Identifies actions to be taken in the future. Spontaneous, short, and sincere: thank you letter, congratulations, letter of sympathy. Place important news first: clarify details and answer questions, explain reader benefits.
