Routine Replies and Positive Messages: Answering Requests for Information and Action

Author: Jo Ann Luna

We all know the importance of replying to messages, whether they are with a friend or family member, in email, letter, or even IM form, but is there a difference when it's a coworker or client. In this post we will discuss how to properly answer a certain type of message. Answering requests.  

Being able to respond to a request in the proper manner establishes a good relationship between the company and client or boss and employee.

There are instances when a client might request information or an action to take place and depending on the answer different approaches can be taken.  For example, if the answer to a request is simply "yes" then the direct approach should be used. If you answer with a prompt direct answer and a thorough informative explanation it gives you a positive image in the readers mind.  If you respond in an Instant message, you must take the same professional approach you would if you were speaking with a co-worker or boss.  You want to leave a good impression on the person you are speaking with. 

This image is taken from the textbook, Excellence in Business Communication by John V Thill and Courtland L Bovee, and is an example of an effective way of using IM in customer service areas:

Instant messaging is not the only way to reply to a request. Some pointers taken from Excellence in Business Communication that can be used:

-        Start with a clear statement of the main point

-        Create a positive impression

-        Close on a warm positive note

-        Include plenty of contact information to keep creditability

Also one of the most important points is to keep it personal. By including the person’s name it establishes a relationship with the reader.