When you have completed CHAPTER 9, you should be able to:

• Plan a good-news, bad-news, or persuasive message.
• Write and correctly format e-mails, memos, and letters.
• Write instructions, directions, and requests.
• Grant and reject requests while keeping recipient’s goodwill.

When you have finished Section 9.1, you will be able to:

• Discuss four possible reader reactions to your message and identify which writing approach would be most appropriate for each reaction.
• Discuss four or more techniques for achieving a positive, lasting impression with business messages.
• Describe the use of special formatting and mechanical techniques in business messages.
• Identify the three elements in the body of a memo.
• Explain how to write complete, correct, and effective memos.

When you have finished Section 9.2, you will be able to:

• Describe three types of printed memo forms and the circumstances in which each should be used.
• Identify both the standard parts and the optional parts of business letters.
• List the order in which letter parts appear.

When you have finished Section 9.3, you will be able to:

• Explain the differences among an e-mail, a memo, and a letter.
• List guidelines for writing professional e-mail messages.
• Name four advantages of using memos.
• List six purposes of memos and e-mails.
• Describe how to tailor the tone of a memo or e-mail to the recipient.

When you have finished Section 9.4, you will be able to:

• Identify several types of informative messages.
• Apply the completeness test to all informative messages.
• Write request letters that are complete, precise, reasonable, and courteous.

When you have finished Section 9.5, you will be able to:

• Answer requests promptly and use a positive approach.
• Be helpful in answering requests.
• Apply general sales techniques in responding to requests.