understand the responsibilities, deadlines, and coordination associated with these new accounts. 9-16 Messages that provide directions share many similarities with those that set expectations. The primary distinction is that directions typically include specific—often step-by-step—guidelines for accomplishing particular tasks. SLIDE 9-17 describing step-by-step procedures is so specific, insufficient detail can frustrate your readers. For routine matters, you are generally safe reviewing your own work and making sure it is complete. For more technical and complicated procedures, make sure you have several people test the procedures to find where you can better clarify the steps involved. In messages with procedures and directions, make the steps stand out clearly by enumerating each one. This helps your readers keep track of progress completing the tasks. Steps that are written in narrative form within a paragraph are typically difficult to follow. 9-18 Notice the differences between the less effective and more effective messages in Figures 9.6 and 9.7, where Bryan gives directions to John on how to make company travel arrangements. The less effective example in Figure 9.6 has an unhelpful and careless tone, written almost entirely in passive voice. The message is abrupt and insufficiently detailed. Many readers will decode a meta message of don’t have time for you.” “I SLIDE 9-19 In the more effective example in Figure 9.7, Bryan provides clear directions by pasting the human resources policies into the message and inserting
understand the responsibilities, deadlines, and coordination associated with these new accounts. 9-16 Messages that provide directions share many similarities with those that set expectations. The primary distinction is that directions typically include specific—often step-by-step—guidelines for accomplishing particular tasks. SLIDE 9-17 describing step-by-step procedures is so specific, insufficient detail can frustrate your readers. For routine matters, you are generally safe reviewing your own work and making sure it is complete. For more technical and complicated procedures, make sure you have several people test the procedures to find where you can better clarify the steps involved. In messages with procedures and directions, make the steps stand out clearly by enumerating each one. This helps your readers keep track of progress completing the tasks. Steps that are written in narrative form within a paragraph are typically difficult to follow. 9-18 Notice the differences between the less effective and more effective messages in Figures 9.6 and 9.7, where Bryan gives directions to John on how to make company travel arrangements. The less effective example in Figure 9.6 has an unhelpful and careless tone, written almost entirely in passive voice. The message is abrupt and insufficiently detailed. Many readers will decode a meta message of “I don’t have time for you.” SLIDE 9-19 In the more effective example in Figure 9.7, Bryan provides clear directions by pasting the human resources policies into the message and inserting
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