Discuss a strategy for using routine and direct messages for negative news, including examples

Question

What will be an ideal response?

Answer 1

Answer: Starting with the main idea. By opening with the main idea or good news, you prepare your audience for the details that follow. Make your opening clear and concise. Use the body to expand on the opening message so that readers get all the information they need. As you provide the details, maintain the supportive tone established in the opening. This tone is easy to continue when your message is entirely positive. However, if your routine message is mixed and must convey mildly disappointing information, put the negative portion of your message into as favorable a context as possible: Instead of "No, we no longer carry the Sportsgirl line of sweaters", use "The new Olympic line has replaced the Sportsgirl sweaters you asked about. Olympic features a wider range of colors and sizes and more contemporary styling". The more complete description is less negative and emphasizes how the audience can benefit from the change. However, if the negative news is likely to be a shock or particularly unpleasant for the reader, you'll want to use the indirect approach. The close of routine replies and positive messages is usually short and simple, because you're leaving things on a neutral or positive note and not usually asking for the reader to do anything. Often, a simple thank you is all you need. However, if follow-up action is required or expected, use the close to identify who will do what and when that action will take place.