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Businesses deal with hundreds of different kinds of documents, but the documents can usually be classified as informative, negative or persuasive according to their tone. Almost all business documents attempt to use the document’s message to build goodwill by adapting to the needs of the intended audience. Writers adapt documents depending on the size, position and characteristics of the audience.

Informative Documents. Informative documents include financial statements, newsletters, research reports, summaries, thank-you notes and account adjustments. Transmittals are another form of informative message that explains what’s being sent. Faxes and emails with attachments often come with letters of transmission. To provide the intended message, informative documents should be relevant and brief, or simple if brief is not possible. Positive informative documents don’t need the same level of goodwill building as persuasive or negative documents, but informative messages should still show consideration for the intended audience.

Negative Documents. Negative documents are used for a number of purposes, often to apologize or explain a negative situation. Types of negative documents include rejections, disciplinary notices, negative performance appraisals, layoffs and firings. To build or repair goodwill, writers of negative documents may attempt to recast the information as positive or persuasive. Writers of recast negative documents must ensure that the negative elements are still understood and that the audience understands the document’s intended message.

Persuasive Documents. Persuasive documents attempt to convince the audience to subscribe to the writers’ point of view. Advertisements, resumes, performance appraisals and fund-raising appeals are all types of persuasive documents. Writing a persuasive document may take a bit more strategy than writing other kinds of documents because the writer must predict and address potential audience objections. Persuasive document writers may address audience objections by appealing to emotions and offering reasons to take immediate action.

Building Goodwill. On top of the other purposes, business documents usually build or restore goodwill with the intended audience. Goodwill lets the audience know that the document sender is thoughtful and friendly. Document writers demonstrate goodwill by arranging information to fit the audience’s needs, emphasizing positive information, displaying politeness and structuring the document according to business and industry standards.

(По материалам www.smallbusiness.chron.com).

Дата добавления: 2017-02-01