Organizations exchange information internally and externally. External messages go to customers, vendors, the government, and other business partners. Internal messages travel upward to supervisors, downward to employees, and horizontally among workers. Understanding the different types of business messages and following the 3-x-3 writing process will help you write more effective professional messages.

Match the message content area with the correct types of messages.

Sales pitches, requests for favors	(persuasive? positive? negative?)
Replies, goodwill messages, direct claims	(persuasive? positive? negative?)
Bad news, refusals (persuasive? positive? negative?)

Consider the scenario about a positive message, and then answer the question.

Gilberto is composing an e-mail that explains the terms of a recent business transaction. He has determined the purpose of the message, analyzed his audience, and determined its reactions.

According to the 3-x-3 writing process, what actions make up his next steps? Check all that apply.

a. Make a list of points to cover.

b. Plan for feedback.

c. Check for mechanical problems.

d. Collect information.

e. Compose the first draft.

While most business communication is now done electronically, there remain situations in which a business letter is most appropriate.

Messages delivered through business letters are less likely to reach (unintended recipients? or the media? or competitor?)

than messages delivered through (e-mail? or phone calls? face to face conversations?)

. Thus, business letters are more (desired? exclusive? confidential?)