Writing for the Workplace

CHAPTER 3

Routine and Positive Messages

Much communication in the professional world will entail delivering routine messages such as requests for information or action, replies to customers, and explanations of policies or procedures. Goodwill messages—used to build relationships and extend warmth—are also a common type of routine message.

Routine messages are considered positive in situations when the reader will be pleased, interested, or feel neutral about the message. For example, if you were writing to a customer to confirm delivery of an order, the recipient would likely be pleased or at the very least feel neutral about the message. Similarly, if you were writing to congratulate a colleague about a promotion, the reader’s reaction would ...