4. Step 4: Adapt the Message to the Audiences Needs and Concerns

Envisioning your audience members allows you to adapt your message to meet their needs. Professional messages that are adapted to the needs and expectations of the audience build and protect goodwill between you and the recipient of the message. Adaptations include focusing on the audiences viewpoint, communicating ethically and responsibly, building goodwill, and using the right language.

Messages that are tailored to the concerns of the audience reflecta you attitude.

Which sentence applies a you attitude most successfully?

Thank you for taking the time to meet with me next Tuesday.

Given my limited availability, I appreciate the time you are taking to meet with me next Tuesday.

I want to thank you for taking the time to meet with me next Tuesday.

To create a receiver-centered message, you should cultivate a you attitude that focuses on the needs of the audience. Which of the following should you ask yourself when creating a receiver-centered message? Check all that apply.

Will the receiver respond to me?

Is the message sent promptly and through the preferred channel to indicate courtesy?

Will the receiver perceive the ideas to be fair, logical, and ethical?

Does the message address the receivers major needs and concerns?

Does the message address all of my concerns?

Read the scenario and related email message, keeping in mind that all messages should be adapted to the audience. Answer the corresponding questions.

Scenario

David Ortega works for WebLINE, a web hosting and design company. One of his clients, a musician named Harry Gorman, is posting copyrighted material by other artists on his website in a format that can be illegally downloaded and reproduced. This is a violation of the clients contract with WebLINE. According to the terms of the WebLINE contract, the company can shut down any clients website without prior warning if the terms of the contract are violated.

David has worked with Harry Gorman for more than seven years. Harry is a loyal client who has referred a good deal of business Davids way. Since David is unsure if Harry realizes that he is violating the WebLINE contract and is also unsure if any materials have been illegally downloaded yet, David decides to contact Harry before making the decision to shut down his site. David sends Harry the following email message.

Email Message

From: d.ortega@webline.com

To: harrygorman@webline.com

Subject: Your terms of contract with WebLINE

Hi Harry,

For the past seven years, we have appreciated your business. Recently, however, it was brought to my attention that you are posting copyrighted material by other artists. I think this is a problem because this content can be illegally downloaded from your website. This is a violation of your contract with us. It could cost our company hundreds of millions of dollars. If these actions continue, I might lose my job, and the whole company might be put out of business.

I want to give you a chance to take down the illegal content before it becomes a problem. You must comply by 5:00 p.m. today, or your website will be rendered inactive.

Please contact me if you have any questions.

Sincerely,

David Ortega

What advice would you give David to help him communicate ethically and responsibly? Check all that apply.

Support your viewpoint with objective facts.

Avoid addressing difficult ideas.

State information as fairly as possible.

Preserve the readers self-worth by using tact and consideration.

Determine the best revision for this sentence from Davids message.

For the past seven years, we have appreciated your business.

WebLINE has appreciated your business for the past seven years.

Thank you for being a loyal customer for seven years. WebLINE appreciates your business.

Your business is appreciated.