As technical communicators, we have to deliver messages that range anywhere from good news to bad news to persuasive calls-to-action. Our readers are real people, who appreciate a direct voice and clarity, but they also appreciate cordiality. Thus, composing these messages can be challenging, as there's much a writer has to negotiate in a rather limited space. How, then, do we maintain objectivity while building goodwill with our audience?

This webinar will focus on the following skills:

• Assess the reader's likely reaction to your message
• Plan direct, orderly, and favorable answers to inquiries
• Write negative announcements that maintain goodwill
• Develop skillful persuasive requests that use convincing reasoning and request action