{"id":796,"date":"2022-04-06T03:46:02","date_gmt":"2022-04-06T03:46:02","guid":{"rendered":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/?post_type=chapter&p=796"},"modified":"2023-04-28T16:49:12","modified_gmt":"2023-04-28T16:49:12","slug":"8-1-information-shares-action-requests-and-replies","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/suny-oswego-businesscommunicationmgrs2\/chapter\/8-1-information-shares-action-requests-and-replies\/","title":{"raw":"8.1 Information Shares, Action Requests, and Replies","rendered":"8.1 Information Shares, Action Requests, and Replies"},"content":{"raw":"
<\/header>\r\n
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LEARNING OBJECTIVES<\/h3>\r\n1. Write routine message types such as information shares, requests, and replies\r\n\r\n<\/div>\r\nAsk any professional what kinds of messages they spend the majority of their sit-down time at a computer writing and responding to. They will likely tell you that they\u2019re requesting information or action and replying to those with answers or acknowledgments. Though you\u2019ve probably written many of these yourself, you may need to polish your style and organization to meet a professional standard. After all, the quality of the responses you get or can give crucially depends on the quality of the questions you ask or are asked. Let\u2019s look at several such scenarios in details<\/b>\r\n

INFORMATION SHARES<\/h1>\r\nPerhaps the simplest and most common routine message type is where the sender offers up information that helps the receiver. These may not be official memos, but they follow the same structure, as shown in Table 8.1 below.\r\n

<\/a>TABLE 8.1: OUTLINE FOR INFORMATION SHARES<\/h2>\r\n\r\n\r\n\r\n\r\n\r\n\r\n
Outline<\/th>\r\nContent<\/th>\r\nExample Message<\/th>\r\n<\/tr>\r\n
1. Opening<\/td>\r\nMain point of information<\/td>\r\nHi Karin,I just saw a CFP for a new funding opportunity you can apply for via the Ministry of Agriculture.<\/td>\r\n<\/tr>\r\n
2. Body<\/td>\r\nInformation context and further details<\/td>\r\nFind it on the Greenbelt Fund\u2019s\u00a0Local Food Literacy Grant Stream<\/a>\u00a0page. If you haven\u2019t already been doing this, you should also check out the Ministry\u2019s general page on\u00a0Funding Programs and Support<\/a>\u00a0to connect with any other grants etc. relevant to the good work you do.<\/td>\r\n<\/tr>\r\n
3. Closing<\/td>\r\nAction regarding the information<\/td>\r\nIt looks like the deadline for proposals is at the end of the week, though, so you might want to get on it right away.Good luck!Shradha<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\nNotice here how the writer made the reader\u2019s job especially easy by providing links to the recommended webpages using the hyperlinking feature (Ctrl.<\/em>\u00a0+ K) in their email.\r\n\r\nReplies to such information shares involve either a quick and concise thank-you message<\/strong> (see\u00a0\u00a710.2<\/a>\u00a0below) or carry the conversation on if it\u2019s part of an ongoing project, initiative, or conversation. Recall that you should change the email subject line as the topic evolves (see\u00a0\u00a76.1.3<\/a>). Information shares to a large group, such as a departmental memo to 60 employees, don\u2019t usually require acknowledgement. If everyone wrote the sender just to say thanks, the barrage of reply notifications would frustrate them as they try to carry on their work while sorting out replies with valuable information from mere acknowledgments. Only respond if you have valuable information to share with all the recipients or just the sender.\r\n

INFORMATION OR ACTION REQUESTS<\/h1>\r\nManagers, clients, and coworkers alike send and receive requests for information and action all day. Because these provide the recipient with direction on what to do, the information that comes back or action that results from such requests can only be as good as the instructions given. Such messages must therefore be well organized and clear about expectations, opening directly with a clearly stated general request (see\u00a0\u00a74.1.1<\/a>\u00a0on direct-approach messages)\u2014unless you anticipate resistance to the request (see\u00a0\u00a74.1.2<\/a>\u00a0on indirect-approach messages)\u2014and proceeding with background and more detailed instruction if necessary as we see in Table 10.2 below.\r\n

<\/a>TABLE 8.2: OUTLINE FOR DIRECT INFORMATION OR ACTION REQUESTS<\/h2>\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n
Outline<\/th>\r\nContent<\/th>\r\nExample Message<\/th>\r\n<\/tr>\r\n
Subject Line<\/td>\r\n3- to 7-word title<\/td>\r\nWebsite update needed by Monday<\/td>\r\n<\/tr>\r\n
1. Opening<\/td>\r\nMain question or action request<\/td>\r\nHello, Mohamed:Could you please update the website by adding the new hires to the Personnel page.<\/td>\r\n<\/tr>\r\n
2. Body<\/td>\r\nInformation or action request context, plus further details<\/td>\r\nWe\u2019ve hired three new associates in the past few weeks. With the contents of the attached folder that contains their bios and hi-res pics, please do the following:\r\n
    \r\n \t
  1. Proof the bios using Track Changes and send them to me.<\/li>\r\n \t
  2. Post the proofed bios on the site right away and call me as soon as they\u2019re up. I\u2019m sure your edits will be fine, but I\u2019d like to just quickly read them and suggest further edits over the phone if need be since time is of the essence here.<\/li>\r\n \t
  3. Downsize the pics to 72dpi and crop them so they\u2019re the same dimensions as the other portraits on that page before posting them along with the bios.<\/li>\r\n<\/ol>\r\n<\/td>\r\n<\/tr>\r\n
3. Closing<\/td>\r\nDeadlines and\/or submission details<\/td>\r\nSorry for the short notice, but could we have this update all wrapped up by Monday? We\u2019re meeting with some investors early next week and we\u2019d like the site to be fully up to date by then.Much appreciated!Sylvia<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\nNote that, because you\u2019re expecting action to come of the request rather than a Yes or No answer, the opening question doesn\u2019t require a question mark (see\u00a0\u00a75.3.10<\/a>). Never forget, however, the importance of saying \u201cplease\u201d when asking someone to do something (see\u00a0\u00a74.5.2.5<\/a>\u00a0for more on courteous language). Notice also that lists in the message body help break up dense detail so that request messages are more reader-friendly (see\u00a0\u00a74.6.5<\/a>\u00a0above). All of the efforts that the writer of the above message made to deliver a reader-friendly message will pay off when the recipient performs the requested procedure exactly according to these clearly worded expectations.\r\n

INSTRUCTIONAL MESSAGES<\/h2>\r\nEffective organization and style are critical in requests for action that contain detailed instructions. Whether you\u2019re explaining how to operate equipment, apply for funding, renew a membership, or submit a payment, the recipient\u2019s success depends on the quality of the instruction. Vagueness and a lack of detail can result in confusion, mistakes, and requests for clarification. Too much detail can result in frustration, skimming, and possibly missing key information. Profiling the audience and gauging their level of knowledge is key (see\u00a0\u00a72.2.4<\/a>\u00a0on analyzing your audience) to providing the appropriate level of detail for the desired results.\r\n\r\nLook at any assembly manual and you\u2019ll see that the quality of its readability depends on the instructions being organized in a numbered list of parallel imperative sentences. As opposed to the indicative sentences that have a grammatical subject and predicate (like most sentences you see here), imperative sentences drop the subject (the doer of the action, which is assumed to be the reader in the case of instructions). This omission leaves just the predicate, which means that the sentence starts with a verb (see #2 in\u00a0Table 4.3.1<\/a>\u00a0on the four sentence moods for more on imperative sentences). In Table 10.3 below, for instance, the reader can easily follow the directions by seeing each of the six main steps open with a simple verb describing a common computer operation: Copy, Open, Type, Paste (twice), and Find.\r\n\r\nIf you begin any imperative sentence with a prepositional (or other) phrase to establish some context for the action first (such as this imperative sentence does), move the adverb after the verb and the phrase to the end of the sentence. (If the previous sentence followed its own advice, it would look like this: Move the adverb after the verb and the phrase to the end of the imperative sentence if you begin it with a prepositional (or other) phrase to establish some context for the action first.) Finally, surround the list with a proper introduction and closing as shown in Table 10.3 below.\r\n

<\/a>TABLE 8.3: OUTLINE FOR INSTRUCTIONAL MESSAGES<\/h2>\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n
Subject Line<\/th>\r\nContent<\/th>\r\nExample Email Message<\/th>\r\n<\/tr>\r\n
Subject Line<\/td>\r\nProcedure name<\/td>\r\nHow to find an undated webpage date<\/td>\r\n<\/tr>\r\n
1. Opening<\/td>\r\nReader benefits<\/td>\r\nHi team,Would you like to learn a nifty little hack that can help you find information you need for properly crediting your sources? Please find below instructions for how to discover the date that a webpage was posted or last updated if it doesn\u2019t say so itself.<\/td>\r\n<\/tr>\r\n
2. Context<\/td>\r\nContext for the procedure<\/td>\r\nSometimes you need to know when exactly a webpage was posted or updated, but it either doesn\u2019t say or has a copyright notice at the bottom with the present year, and you know it was posted years ago, so that\u2019s not accurate. Rather than indicate \u201cn.d.\u201d (for \u201cno date\u201d) when citing and referencing a source in APA style, you can instead find out the actual date with a clever little trick.<\/td>\r\n<\/tr>\r\n
3. Instructions<\/td>\r\nIntroductory clause and numbered list, each with an imperative sentence (beginning with a verb)<\/td>\r\nTo find the exact date that the webpage was posted or last updated, please follow the procedure below in your Google Chrome browser:\r\n
    \r\n \t
  1. Copy the entire URL (web address) of the webpage you would like to find the date for by keying\u00a0Alt. + D<\/em>\u00a0and\u00a0Ctrl. + C<\/em>.<\/li>\r\n \t
  2. Open up a new tab in the Google Chrome browser.<\/li>\r\n \t
  3. Type \u201cinurl:\u201d in the \u201cSearch Google or type URL\u201d field in the middle of the page.<\/li>\r\n \t
  4. Paste (Ctrl. + V) the webpage URL immediately after \u201cinurl:\u201d (with no space between them) and hit the\u00a0Enter<\/em>\u00a0(or\u00a0Return<\/em>) key; the web address will move up into the address bar and, after hitting\u00a0Enter<\/em>, you will see a list of search results, the top result of which should be the webpage you\u2019re looking for.<\/li>\r\n \t
  5. Paste &as_qdr=y15 at the very end of the search results page web address with no space between the URL and the above code, then hit the\u00a0Enter<\/em>\u00a0key again.<\/li>\r\n \t
  6. Find the date in grey text on the third line of the first result of the new search results page, just below the title of the page in purple on the first line and URL in green on the second.<\/li>\r\n \t
  7. Adjust the controls (e.g., the date range so that it starts at a date earlier than 15 years ago) above if the results page says \u201cYour search \u2013 [URL] \u2013 did not match any documents.\u201d<\/li>\r\n<\/ol>\r\n<\/td>\r\n<\/tr>\r\n
4. Closing<\/td>\r\nSpecific action request, closing thought, summary, or deadline with a reason<\/td>\r\nIf you encounter a webpage where this hack doesn\u2019t work at all, go with the year given in the copyright notice at the bottom or \u201cn.d.\u201d in your citation and reference if it doesn\u2019t even have a copyright year.Good luck,\r\nNolan<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\nThough helpful on its own, the above message would be much improved if it included illustrative screenshots at each step. Making a short video of the procedure, posting it to YouTube, and adding the link to the message would be even more effective.\r\n\r\nCombining\u00a0DOs<\/em>\u00a0and\u00a0DON\u2019Ts<\/em>\u00a0is an effective way to help your audience complete the instructed task without making common rookie mistakes. Always begin with the\u00a0DOs<\/em>\u00a0after explaining the benefits or rewards of following a procedure, not with threats and heavy-handed Thou shalt nots. Most people are better motivated by chasing the carrot than fleeing the stick.\u00a0\u00a0You can certainly follow up with helpful\u00a0DON\u2019Ts<\/em>\u00a0and consequences if necessary, but phrased in courteous language, such as \u201cFor your safety, please avoid operating the machinery when not 100% alert or you may risk dismemberment.\u201d<\/b>\r\n

INDIRECT INFORMATION OR ACTION REQUESTS<\/h2>\r\nIf you expect resistance to your request because you\u2019re asking a lot of someone, perhaps because you know what you\u2019re asking goes against company policy, an indirect approach is more effective (see\u00a0\u00a74.1.2<\/a>\u00a0on indirect message organization). Ideally, you\u2019ll make such persuasive pitches in person or on the phone so that you can use a full range of verbal and non-verbal cues (see\u00a0\u00a78.4<\/a>\u00a0on persuasive messages). When it\u2019s important to have them in writing, however, such requests should be clear and easy to spot, but buffered by goodwill statements and reasonable justifications, as shown in Table 10.4 below.<\/b>\r\n

TABLE 9.4 OUTLINE FOR INDIRECT INFORMATION OR ACTION REQUESTS<\/h2>\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n
Outline<\/th>\r\nContent<\/th>\r\nExample Message<\/th>\r\n<\/tr>\r\n
Subject Line<\/td>\r\nStrategically vague<\/td>\r\nFurnace repair needed<\/td>\r\n<\/tr>\r\n
1. Opening<\/td>\r\nBuffer pleasantries<\/td>\r\nHello Mike,We\u2019ve been nothing but impressed by the furnace and air conditioner installed by Redmond Heating & Air five years ago. We\u2019ve recommended you to several friends because of your exceptional customer service.<\/td>\r\n<\/tr>\r\n
2. Context<\/td>\r\nBackground justification<\/td>\r\nA few days ago, however, our furnace suddenly stopped working. It\u2019s a bit of a mystery because we\u2019ve been changing the filter regularly every month for the past five years and had you in here for regular check-ups every year, as per the terms of the warranty. When we checked the warranty, however, we saw that it expired a week ago. Talk about bad timing!<\/td>\r\n<\/tr>\r\n
3. Main point<\/td>\r\nInformation or action request, to which you will expect some resistance<\/td>\r\nGiven that we\u2019ve been such responsible and loyal customers, and that we\u2019ve sent business your way a few times, we\u2019re wondering if we can still get you out here to repair the furnace under the terms of the warranty. Can we pretend that it\u2019s expiring next week instead of last week?<\/td>\r\n<\/tr>\r\n
4. Closing<\/td>\r\nDeadlines and\/or implementation details<\/td>\r\nI know this must be a busy time for you and we\u2019re asking a lot already, but since it\u2019s starting to drop below zero outside and probably won\u2019t take long to do the same inside here, could you please come as soon as possible.We\u2019d be forever in your debt if you could help us out here!Many thanks,Belinda<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n

REPLIES TO INFORMATION OR ACTION REQUESTS<\/h1>\r\nWhen responding to information or action requests, simply deliver the needed information or confirm that the action has been or will be completed unless you have good reasons for refusing (see\u00a0\u00a78.3<\/a>\u00a0below on negative messages). Stylistically, such responses should follow the 6 Cs of effective business style, especially courtesies such as prioritizing the \u201cyou\u201d view (\u00a74.5.2.5.1<\/a>), audience benefits (\u00a74.5.2.5.2<\/a>), and saying \u201cplease\u201d for follow-up action requests (\u00a74.5.2.5<\/a>). Such messages are opportunities to promote your company\u2019s products and services. Ensure the accuracy of all details, however, because courts will consider them legally binding, even in an email, if disputes arise\u2014as the Vancouver Canucks organization discovered in a battle with Canon\u00a0(Smith, 2015)<\/a>. Manager approval may therefore be necessary before sending. Organizationally, a positive response to an information request delivers the main answer in the opening, proceeds to give more detail in the body if necessary, and ends politely with appreciation and goodwill statements, as shown in Table 10.5 below.\r\n

TABLE 8.5 OUTLINE FOR POSITIVE REPLIES TO INFORMATION OR ACTION REQUESTS<\/h2>\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n
Outline<\/th>\r\nContent<\/th>\r\nExample Message<\/th>\r\n<\/tr>\r\n
Subject Line<\/td>\r\n3- to 7-word title<\/td>\r\nRe: Accommodation and conference rooms for 250 guests<\/td>\r\n<\/tr>\r\n
1. Opening<\/td>\r\nMain information or action confirmation<\/td>\r\nGreetings, Mr. Prendergast: Thank you so much for choosing the Vancouver Marriott for your spring 2020 sales conference. We would be thrilled to accommodate 250 guests and set aside four conference rooms next May 25 through 29.<\/td>\r\n<\/tr>\r\n
2. Body<\/td>\r\nFurther details<\/td>\r\nIn answer to your other questions:\r\n
    \r\n \t
  • Yes, all 250 of your guests can dine together in our Nootka Banquet Hall in a variety of table configurations to suit your needs.<\/li>\r\n \t
  • Certainly, you can choose from among six conference rooms with 100-seat capacities, as well as a variety of other smaller rooms. Each has a large screen with a podium equipped with an audio-visual presentation console; presenters can either plug their USBs into the Windows-based console computer or connect their laptops with the HDMI cable.<\/li>\r\n \t
  • Every guest suite has wifi and each of our hotel\u2019s 30 floors has a business lounge equipped with 10 computer work stations (5 PCs and 5 Macs), multifunctional phone\/faxes, and printer\/copiers.<\/li>\r\n \t
  • Yes, we have a fleet of five shuttles that can transport 10 guests (plus luggage) at a time from the airport as flights arrive and back as they depart.<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n
3. Closing<\/td>\r\nDeadlines and\/or action details<\/td>\r\nYou can visit our website at www.vancouvermarriott.com for additional information about our facilities such as gyms, a spa, and both indoor and outdoor swimming pools. Call us at 1-604-555-8400 if you have additional questions. Please book online as soon as possible to ensure that all 250 guests can be accommodated during your preferred date range. For such a large booking, we encourage you to call also during the booking process. Again, we are very grateful that you are considering the Vancouver Marriott for your conference. We look forward to making your stay memorable. Rufus Killarney, Booking Manager,\u00a0Vancouver Hilton<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n
\r\n

EXERCISES<\/h3>\r\n\"\"Pick a partner and email them a set of instructions following the message outline template and example given in Table 8.1.2.1. It must be a procedure with at least five steps and is familiar to you (e.g., how to prepare your favourite drink) but unfamiliar to them. Can they follow your procedure and get the results you desire?\r\n\r\n<\/div>\r\n

REFERENCES<\/h2>\r\n

Smith, C. L. (2015, May 8). Canada: When does an email form a legally-binding agreement? Ask the Canucks. Retrieved from\u00a0http:\/\/www.mondaq.com\/canada\/x\/395584\/Contract+Law\/When+Does+An+Email+Form+A+LegallyBinding+Agreement+Ask+The+Canucks<\/a><\/p>","rendered":"

<\/header>\n
\n

LEARNING OBJECTIVES<\/h3>\n

1. Write routine message types such as information shares, requests, and replies<\/p>\n<\/div>\n

Ask any professional what kinds of messages they spend the majority of their sit-down time at a computer writing and responding to. They will likely tell you that they\u2019re requesting information or action and replying to those with answers or acknowledgments. Though you\u2019ve probably written many of these yourself, you may need to polish your style and organization to meet a professional standard. After all, the quality of the responses you get or can give crucially depends on the quality of the questions you ask or are asked. Let\u2019s look at several such scenarios in details<\/b><\/p>\n

INFORMATION SHARES<\/h1>\n

Perhaps the simplest and most common routine message type is where the sender offers up information that helps the receiver. These may not be official memos, but they follow the same structure, as shown in Table 8.1 below.<\/p>\n

<\/a>TABLE 8.1: OUTLINE FOR INFORMATION SHARES<\/h2>\n\n\n\n\n\n\n
Outline<\/th>\nContent<\/th>\nExample Message<\/th>\n<\/tr>\n
1. Opening<\/td>\nMain point of information<\/td>\nHi Karin,I just saw a CFP for a new funding opportunity you can apply for via the Ministry of Agriculture.<\/td>\n<\/tr>\n
2. Body<\/td>\nInformation context and further details<\/td>\nFind it on the Greenbelt Fund\u2019s\u00a0Local Food Literacy Grant Stream<\/a>\u00a0page. If you haven\u2019t already been doing this, you should also check out the Ministry\u2019s general page on\u00a0Funding Programs and Support<\/a>\u00a0to connect with any other grants etc. relevant to the good work you do.<\/td>\n<\/tr>\n
3. Closing<\/td>\nAction regarding the information<\/td>\nIt looks like the deadline for proposals is at the end of the week, though, so you might want to get on it right away.Good luck!Shradha<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Notice here how the writer made the reader\u2019s job especially easy by providing links to the recommended webpages using the hyperlinking feature (Ctrl.<\/em>\u00a0+ K) in their email.<\/p>\n

Replies to such information shares involve either a quick and concise thank-you message<\/strong> (see\u00a0\u00a710.2<\/a>\u00a0below) or carry the conversation on if it\u2019s part of an ongoing project, initiative, or conversation. Recall that you should change the email subject line as the topic evolves (see\u00a0\u00a76.1.3<\/a>). Information shares to a large group, such as a departmental memo to 60 employees, don\u2019t usually require acknowledgement. If everyone wrote the sender just to say thanks, the barrage of reply notifications would frustrate them as they try to carry on their work while sorting out replies with valuable information from mere acknowledgments. Only respond if you have valuable information to share with all the recipients or just the sender.<\/p>\n

INFORMATION OR ACTION REQUESTS<\/h1>\n

Managers, clients, and coworkers alike send and receive requests for information and action all day. Because these provide the recipient with direction on what to do, the information that comes back or action that results from such requests can only be as good as the instructions given. Such messages must therefore be well organized and clear about expectations, opening directly with a clearly stated general request (see\u00a0\u00a74.1.1<\/a>\u00a0on direct-approach messages)\u2014unless you anticipate resistance to the request (see\u00a0\u00a74.1.2<\/a>\u00a0on indirect-approach messages)\u2014and proceeding with background and more detailed instruction if necessary as we see in Table 10.2 below.<\/p>\n

<\/a>TABLE 8.2: OUTLINE FOR DIRECT INFORMATION OR ACTION REQUESTS<\/h2>\n\n\n\n\n\n\n\n
Outline<\/th>\nContent<\/th>\nExample Message<\/th>\n<\/tr>\n
Subject Line<\/td>\n3- to 7-word title<\/td>\nWebsite update needed by Monday<\/td>\n<\/tr>\n
1. Opening<\/td>\nMain question or action request<\/td>\nHello, Mohamed:Could you please update the website by adding the new hires to the Personnel page.<\/td>\n<\/tr>\n
2. Body<\/td>\nInformation or action request context, plus further details<\/td>\nWe\u2019ve hired three new associates in the past few weeks. With the contents of the attached folder that contains their bios and hi-res pics, please do the following:<\/p>\n
    \n
  1. Proof the bios using Track Changes and send them to me.<\/li>\n
  2. Post the proofed bios on the site right away and call me as soon as they\u2019re up. I\u2019m sure your edits will be fine, but I\u2019d like to just quickly read them and suggest further edits over the phone if need be since time is of the essence here.<\/li>\n
  3. Downsize the pics to 72dpi and crop them so they\u2019re the same dimensions as the other portraits on that page before posting them along with the bios.<\/li>\n<\/ol>\n<\/td>\n<\/tr>\n
3. Closing<\/td>\nDeadlines and\/or submission details<\/td>\nSorry for the short notice, but could we have this update all wrapped up by Monday? We\u2019re meeting with some investors early next week and we\u2019d like the site to be fully up to date by then.Much appreciated!Sylvia<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Note that, because you\u2019re expecting action to come of the request rather than a Yes or No answer, the opening question doesn\u2019t require a question mark (see\u00a0\u00a75.3.10<\/a>). Never forget, however, the importance of saying \u201cplease\u201d when asking someone to do something (see\u00a0\u00a74.5.2.5<\/a>\u00a0for more on courteous language). Notice also that lists in the message body help break up dense detail so that request messages are more reader-friendly (see\u00a0\u00a74.6.5<\/a>\u00a0above). All of the efforts that the writer of the above message made to deliver a reader-friendly message will pay off when the recipient performs the requested procedure exactly according to these clearly worded expectations.<\/p>\n

INSTRUCTIONAL MESSAGES<\/h2>\n

Effective organization and style are critical in requests for action that contain detailed instructions. Whether you\u2019re explaining how to operate equipment, apply for funding, renew a membership, or submit a payment, the recipient\u2019s success depends on the quality of the instruction. Vagueness and a lack of detail can result in confusion, mistakes, and requests for clarification. Too much detail can result in frustration, skimming, and possibly missing key information. Profiling the audience and gauging their level of knowledge is key (see\u00a0\u00a72.2.4<\/a>\u00a0on analyzing your audience) to providing the appropriate level of detail for the desired results.<\/p>\n

Look at any assembly manual and you\u2019ll see that the quality of its readability depends on the instructions being organized in a numbered list of parallel imperative sentences. As opposed to the indicative sentences that have a grammatical subject and predicate (like most sentences you see here), imperative sentences drop the subject (the doer of the action, which is assumed to be the reader in the case of instructions). This omission leaves just the predicate, which means that the sentence starts with a verb (see #2 in\u00a0Table 4.3.1<\/a>\u00a0on the four sentence moods for more on imperative sentences). In Table 10.3 below, for instance, the reader can easily follow the directions by seeing each of the six main steps open with a simple verb describing a common computer operation: Copy, Open, Type, Paste (twice), and Find.<\/p>\n

If you begin any imperative sentence with a prepositional (or other) phrase to establish some context for the action first (such as this imperative sentence does), move the adverb after the verb and the phrase to the end of the sentence. (If the previous sentence followed its own advice, it would look like this: Move the adverb after the verb and the phrase to the end of the imperative sentence if you begin it with a prepositional (or other) phrase to establish some context for the action first.) Finally, surround the list with a proper introduction and closing as shown in Table 10.3 below.<\/p>\n

<\/a>TABLE 8.3: OUTLINE FOR INSTRUCTIONAL MESSAGES<\/h2>\n\n\n\n\n\n\n\n\n
Subject Line<\/th>\nContent<\/th>\nExample Email Message<\/th>\n<\/tr>\n
Subject Line<\/td>\nProcedure name<\/td>\nHow to find an undated webpage date<\/td>\n<\/tr>\n
1. Opening<\/td>\nReader benefits<\/td>\nHi team,Would you like to learn a nifty little hack that can help you find information you need for properly crediting your sources? Please find below instructions for how to discover the date that a webpage was posted or last updated if it doesn\u2019t say so itself.<\/td>\n<\/tr>\n
2. Context<\/td>\nContext for the procedure<\/td>\nSometimes you need to know when exactly a webpage was posted or updated, but it either doesn\u2019t say or has a copyright notice at the bottom with the present year, and you know it was posted years ago, so that\u2019s not accurate. Rather than indicate \u201cn.d.\u201d (for \u201cno date\u201d) when citing and referencing a source in APA style, you can instead find out the actual date with a clever little trick.<\/td>\n<\/tr>\n
3. Instructions<\/td>\nIntroductory clause and numbered list, each with an imperative sentence (beginning with a verb)<\/td>\nTo find the exact date that the webpage was posted or last updated, please follow the procedure below in your Google Chrome browser:<\/p>\n
    \n
  1. Copy the entire URL (web address) of the webpage you would like to find the date for by keying\u00a0Alt. + D<\/em>\u00a0and\u00a0Ctrl. + C<\/em>.<\/li>\n
  2. Open up a new tab in the Google Chrome browser.<\/li>\n
  3. Type \u201cinurl:\u201d in the \u201cSearch Google or type URL\u201d field in the middle of the page.<\/li>\n
  4. Paste (Ctrl. + V) the webpage URL immediately after \u201cinurl:\u201d (with no space between them) and hit the\u00a0Enter<\/em>\u00a0(or\u00a0Return<\/em>) key; the web address will move up into the address bar and, after hitting\u00a0Enter<\/em>, you will see a list of search results, the top result of which should be the webpage you\u2019re looking for.<\/li>\n
  5. Paste &as_qdr=y15 at the very end of the search results page web address with no space between the URL and the above code, then hit the\u00a0Enter<\/em>\u00a0key again.<\/li>\n
  6. Find the date in grey text on the third line of the first result of the new search results page, just below the title of the page in purple on the first line and URL in green on the second.<\/li>\n
  7. Adjust the controls (e.g., the date range so that it starts at a date earlier than 15 years ago) above if the results page says \u201cYour search \u2013 [URL] \u2013 did not match any documents.\u201d<\/li>\n<\/ol>\n<\/td>\n<\/tr>\n
4. Closing<\/td>\nSpecific action request, closing thought, summary, or deadline with a reason<\/td>\nIf you encounter a webpage where this hack doesn\u2019t work at all, go with the year given in the copyright notice at the bottom or \u201cn.d.\u201d in your citation and reference if it doesn\u2019t even have a copyright year.Good luck,
\nNolan<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Though helpful on its own, the above message would be much improved if it included illustrative screenshots at each step. Making a short video of the procedure, posting it to YouTube, and adding the link to the message would be even more effective.<\/p>\n

Combining\u00a0DOs<\/em>\u00a0and\u00a0DON\u2019Ts<\/em>\u00a0is an effective way to help your audience complete the instructed task without making common rookie mistakes. Always begin with the\u00a0DOs<\/em>\u00a0after explaining the benefits or rewards of following a procedure, not with threats and heavy-handed Thou shalt nots. Most people are better motivated by chasing the carrot than fleeing the stick.\u00a0\u00a0You can certainly follow up with helpful\u00a0DON\u2019Ts<\/em>\u00a0and consequences if necessary, but phrased in courteous language, such as \u201cFor your safety, please avoid operating the machinery when not 100% alert or you may risk dismemberment.\u201d<\/b><\/p>\n

INDIRECT INFORMATION OR ACTION REQUESTS<\/h2>\n

If you expect resistance to your request because you\u2019re asking a lot of someone, perhaps because you know what you\u2019re asking goes against company policy, an indirect approach is more effective (see\u00a0\u00a74.1.2<\/a>\u00a0on indirect message organization). Ideally, you\u2019ll make such persuasive pitches in person or on the phone so that you can use a full range of verbal and non-verbal cues (see\u00a0\u00a78.4<\/a>\u00a0on persuasive messages). When it\u2019s important to have them in writing, however, such requests should be clear and easy to spot, but buffered by goodwill statements and reasonable justifications, as shown in Table 10.4 below.<\/b><\/p>\n

TABLE 9.4 OUTLINE FOR INDIRECT INFORMATION OR ACTION REQUESTS<\/h2>\n\n\n\n\n\n\n\n\n
Outline<\/th>\nContent<\/th>\nExample Message<\/th>\n<\/tr>\n
Subject Line<\/td>\nStrategically vague<\/td>\nFurnace repair needed<\/td>\n<\/tr>\n
1. Opening<\/td>\nBuffer pleasantries<\/td>\nHello Mike,We\u2019ve been nothing but impressed by the furnace and air conditioner installed by Redmond Heating & Air five years ago. We\u2019ve recommended you to several friends because of your exceptional customer service.<\/td>\n<\/tr>\n
2. Context<\/td>\nBackground justification<\/td>\nA few days ago, however, our furnace suddenly stopped working. It\u2019s a bit of a mystery because we\u2019ve been changing the filter regularly every month for the past five years and had you in here for regular check-ups every year, as per the terms of the warranty. When we checked the warranty, however, we saw that it expired a week ago. Talk about bad timing!<\/td>\n<\/tr>\n
3. Main point<\/td>\nInformation or action request, to which you will expect some resistance<\/td>\nGiven that we\u2019ve been such responsible and loyal customers, and that we\u2019ve sent business your way a few times, we\u2019re wondering if we can still get you out here to repair the furnace under the terms of the warranty. Can we pretend that it\u2019s expiring next week instead of last week?<\/td>\n<\/tr>\n
4. Closing<\/td>\nDeadlines and\/or implementation details<\/td>\nI know this must be a busy time for you and we\u2019re asking a lot already, but since it\u2019s starting to drop below zero outside and probably won\u2019t take long to do the same inside here, could you please come as soon as possible.We\u2019d be forever in your debt if you could help us out here!Many thanks,Belinda<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

REPLIES TO INFORMATION OR ACTION REQUESTS<\/h1>\n

When responding to information or action requests, simply deliver the needed information or confirm that the action has been or will be completed unless you have good reasons for refusing (see\u00a0\u00a78.3<\/a>\u00a0below on negative messages). Stylistically, such responses should follow the 6 Cs of effective business style, especially courtesies such as prioritizing the \u201cyou\u201d view (\u00a74.5.2.5.1<\/a>), audience benefits (\u00a74.5.2.5.2<\/a>), and saying \u201cplease\u201d for follow-up action requests (\u00a74.5.2.5<\/a>). Such messages are opportunities to promote your company\u2019s products and services. Ensure the accuracy of all details, however, because courts will consider them legally binding, even in an email, if disputes arise\u2014as the Vancouver Canucks organization discovered in a battle with Canon\u00a0(Smith, 2015)<\/a>. Manager approval may therefore be necessary before sending. Organizationally, a positive response to an information request delivers the main answer in the opening, proceeds to give more detail in the body if necessary, and ends politely with appreciation and goodwill statements, as shown in Table 10.5 below.<\/p>\n

TABLE 8.5 OUTLINE FOR POSITIVE REPLIES TO INFORMATION OR ACTION REQUESTS<\/h2>\n\n\n\n\n\n\n\n
Outline<\/th>\nContent<\/th>\nExample Message<\/th>\n<\/tr>\n
Subject Line<\/td>\n3- to 7-word title<\/td>\nRe: Accommodation and conference rooms for 250 guests<\/td>\n<\/tr>\n
1. Opening<\/td>\nMain information or action confirmation<\/td>\nGreetings, Mr. Prendergast: Thank you so much for choosing the Vancouver Marriott for your spring 2020 sales conference. We would be thrilled to accommodate 250 guests and set aside four conference rooms next May 25 through 29.<\/td>\n<\/tr>\n
2. Body<\/td>\nFurther details<\/td>\nIn answer to your other questions:<\/p>\n
    \n
  • Yes, all 250 of your guests can dine together in our Nootka Banquet Hall in a variety of table configurations to suit your needs.<\/li>\n
  • Certainly, you can choose from among six conference rooms with 100-seat capacities, as well as a variety of other smaller rooms. Each has a large screen with a podium equipped with an audio-visual presentation console; presenters can either plug their USBs into the Windows-based console computer or connect their laptops with the HDMI cable.<\/li>\n
  • Every guest suite has wifi and each of our hotel\u2019s 30 floors has a business lounge equipped with 10 computer work stations (5 PCs and 5 Macs), multifunctional phone\/faxes, and printer\/copiers.<\/li>\n
  • Yes, we have a fleet of five shuttles that can transport 10 guests (plus luggage) at a time from the airport as flights arrive and back as they depart.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
3. Closing<\/td>\nDeadlines and\/or action details<\/td>\nYou can visit our website at www.vancouvermarriott.com for additional information about our facilities such as gyms, a spa, and both indoor and outdoor swimming pools. Call us at 1-604-555-8400 if you have additional questions. Please book online as soon as possible to ensure that all 250 guests can be accommodated during your preferred date range. For such a large booking, we encourage you to call also during the booking process. Again, we are very grateful that you are considering the Vancouver Marriott for your conference. We look forward to making your stay memorable. Rufus Killarney, Booking Manager,\u00a0Vancouver Hilton<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n

EXERCISES<\/h3>\n

\"\"Pick a partner and email them a set of instructions following the message outline template and example given in Table 8.1.2.1. It must be a procedure with at least five steps and is familiar to you (e.g., how to prepare your favourite drink) but unfamiliar to them. Can they follow your procedure and get the results you desire?<\/p>\n<\/div>\n

REFERENCES<\/h2>\n

Smith, C. L. (2015, May 8). Canada: When does an email form a legally-binding agreement? Ask the Canucks. Retrieved from\u00a0http:\/\/www.mondaq.com\/canada\/x\/395584\/Contract+Law\/When+Does+An+Email+Form+A+LegallyBinding+Agreement+Ask+The+Canucks<\/a><\/p>\n\n\t\t\t

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Candela Citations<\/h3>\n\t\t\t\t\t
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CC licensed content, Original<\/div>