ORGANIZATIONAL PLAN FOR DIFFERENT TYPES OF

MESSAGES
DIRECT REQUESTS
1.
2.
3.
4.

Give overview about the request and its purpose.

Explain details about the request.
State what you expect to the reader to do next.
Show appreciation.

INFORMATIVE MESSAGES
1. Give overview about the information and the purpose for its dissemination.
2. Explain details about the information.
3. Summarize and state what you expect the reader to do next.
PERSUASIVE MESSAGES
1. Get the readers attention.
2. Create interests by stating benefits to the reader.
3. Encourage the reader to take action.
COMPLAINTS
1. Give overview about the complaint and the purpose for writing.
2. Provide details about the complaint.
3. State what you expect the reader to do next.
RESPONDING TO INQUIRY MESSAGES
1. Show acknowledgement and appreciation.
2. Paraphrase to clarify clients concern.
3. Offer solutions or suggestions.
4. Show appreciation and willingness to help the writer.
RESPONDING TO ANGRY AND DISSATISFIED MESSAGES
1. Show acknowledgement and appreciation.
2. Show empathy.
3. Apologize.
4. State actions taken to help the client.
5. Show appreciation and willingness to help the writer.
TURNING DOWN REQUEST
1. Show acknowledgement and appreciation.
2. Apologize for being unable to grant request.
3. Explain reason.
4. Offer alternatives.
5. Show appreciation and willingness to help the writer.