Reference: Newman, A.,

Reference: Newman, A., & Ober, S. (2013). Business communication: In person, in print, online
. Mason, OH: South-Western Cengage Learning

Planning a Meeting

Purpose

Imagine that you manage the customer service division at an online auction company.

As part of your job, you’re evaluating the current frequently asked questions on the

Customer Support page of the website. You continually update these questions to give

customers quick answers and to prevent unnecessary contact with the customer service

associates.

You’re planning a meeting with five customer service associates at the company

headquarters to decide what, if any, changes to make to the current questions. You

have some data about which current questions are accessed most frequently on the

website, and you would like to hear from the associates what additional questions they

typically receive by email and by chat. To plan the meeting, you create an email to the

associates.

Process

1. What is the purpose of this meeting, and why is a meeting necessary?

2. What is the best format for the meeting (in person, teleconference, online, or videoconference)?

Why is this format the best choice?

3. What will you include in the meeting agenda? How can you make sure the agenda

is detailed enough?

4. How can you inspire associates to come to the meeting prepared?

5. What else will you include in your email?

Product

Q. Write an email to the customer service associates.