7.6 Replies to Information or Action Requests

When responding to information or action requests, simply deliver the needed information or confirm that the action has been or will be completed unless you have good reasons for refusing. Stylistically, such responses should follow the 6 Cs of effective business style (clarity, conciseness, coherence, correctness, courtesy, and conviction), especially courtesies such as prioritizing the “you” view, audience benefits, and saying “please” for follow-up action requests. Such messages are opportunities to promote your company’s products and services. Ensure the accuracy of all details, however, because courts will consider them legally binding, even in an email, if disputes arise—as the Vancouver Canucks organization discovered in a battle with Canon (Smith, 2015). Manager approval may, therefore, be necessary before sending. Organizationally, a positive response to an information request delivers the main answer in the opening, proceeds to give more detail in the body if necessary, and ends politely with appreciation and goodwill statements, as shown in Activity 7.5 below.

^{Activity 7.5 | Positive Replies to Information or Action Requests}