Accéder à du contenu similaire en français
Cet article porte sur une question propre à l’anglais, et est donc offert uniquement dans cette langue. Pour obtenir de l’information sur la correspondance en français, veuillez consulter la page Correspondance et adressage – Règles et difficultés.
Section: Correspondence and addresses
Go to the main page of this section: Correspondence and addresses – Guidelines and resources.
On this page
- Contexts in which to use the direct approach
- Main idea
- Details
- Goodwill close
- Example of a message using the direct approach
- Additional information
Contexts in which to use the direct approach
Most business communications are quite straightforward. They involve a routine message (an order, a request, a routine reply, the acceptance of an invitation, etc.) or a good news message (such as the granting of a request or a positive announcement).
Messages such as these are organized according to the direct approach. In the direct approach, the message has three sections:
- the main idea
- the details
- a goodwill close
These sections are discussed in detail below.
Main idea
When using the direct approach, state the main idea (the purpose of the message) right up front, in the opening paragraph:
- We are pleased to announce the launch of our newest product line, the Range Walker hiking boot.
- We have received your request for information about our upcoming film festival.
- Congratulations! You have won first prize in our contest!
- The Pleasantville Philatelic Society would like to invite you to speak at the Society’s March meeting.
- I am planning to attend the writers’ conference and would like some information on wheelchair accessibility.
- I am requesting a replacement for one of the end tables you delivered today.
Details
In one or more paragraphs, provide any details that the receiver needs to know.
Asking for information
If you’re asking the receiver for information, use a bulleted series of questions. Avoid indirect questions that don’t end in a question mark (for example, “I was wondering if ….”).
Here are my questions:
- How many accessible parking spots are available in your lot?
- Is there an accessible entrance from the parking lot to the building?
- Do the washrooms have automatic door openers and wheelchair-accessible stalls?
- Is the door to the conference room wide enough to accommodate a wheelchair?
Answering questions the receiver has asked
On the other hand, if the receiver has asked you for information, provide the answers. Make sure to answer every question; and be on the lookout for indirect questions that don’t end in a question mark (for example, “I was wondering if ….”).
Here are the answers to your questions:
- Tickets will go on sale November 20.
- Yes, we do offer a special rate for students. The student price is $10 per screening, or $150 for a weekend pass that allows you to view all 20 films.
Informing the receiver
Finally, if you’re simply sending information and not responding to a request, do your best to foresee and provide any details the receiver will need. Those details may include answers to questions such as who, what, when, where or how.
To pick up your prize, come to our location in the Clarkwell Building, at 1284 Knightsbridge Avenue, between the hours of 9:30 a.m. and 5:00 p.m. any day next week. You can park free of charge in the lot at the back of the building. Please bring photo identification, and ask for Janet Sullivan.
Goodwill close
End with a goodwill close. For example:
- Thank you for your interest in our organization.
- We look forward to doing business with you again.
- I am looking forward to attending the conference.
- We hope you will enjoy the film festival!
The goodwill close may be preceded by a call to action, reminding the receiver to take some action.
- Please return the completed form by March 1. Thank you for your interest in our contest.
- Remember to purchase your tickets by May 16, the closing date for ticket sales. We hope you will enjoy the festival!
Example of a message using the direct approach
The message below is organized according to the direct approach, with the main idea in the opening paragraph, details in the middle paragraphs and a goodwill close in the concluding paragraph.
We will be happy to replace the end table that was delivered to you yesterday in poor condition, since the damage clearly occurred during transit. [Main idea]
Our shipping department will contact you within 24 hours to set up a date for the exchange.
On the date chosen, please
- wrap the end table in the original packaging; and
- place it outside the front entrance to your home.
Our delivery service will pick up the table and drop off the replacement at the same time, at no additional cost to you. Also, to make up for the inconvenience, we will include a bottle of our premium furniture polish, free of charge. [Details]
Thank you for choosing XYZ Furniture! We appreciate your business and look forward to serving you again in future. [Goodwill close]
Additional information
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