Organization: Organizing the Negative News Message

The most difficult type of message to write is the negative news message, because it is likely to spark some sort of equally negative response in the reader, ranging from mild disappointment to anger. However, it’s likely that you will at some point need to write such a communication, so you need to know how to maintain reader-friendliness as you deliver what might be very bad news.

Any of the following examples qualify as negative news:

• A letter informing an applicant that he or she did not get the job, is not admitted into the program, or did not receive the award or scholarship
• A letter telling someone who has requested a refund that for X reasons, he or she will not receive the refund.
• A letter informing a business, organization, or company of problems with a product or with service (that you hope will be corrected)
• A memo from the president of a company or the chair of a department to staff members informing them that they will not receive raises or some other benefit
• An email to your parents telling them that you did not receive the scholarship, that you wrecked your car, or that you got arrested

You will have two basic options for the message you must produce:

• the direct negative news message and
• the indirect one.

In most cases, you will need to use the latter, because it delivers its bad news in a gentler, more subtle way.

Negative News Options

There are two ways of setting forth bad news: directly and indirectly.

Direct Negative News Message

While the indirect negative news message is very common, the direct approach to delivering negative news is less so. However, there are certain occasions on which you would want to deliver the news upfront, without cushioning it. If you wish to sever ties with the reader or you are writing to a family member, friend, or colleague you know well, this approach works effectively. The form mimics that of the neutral news message.

Step 1: Deliver the (Negative) News

In your introduction, forego the buffer statement and just state the news:

Step 2: Provide Necessary Details

Then, provide any details you think your reader will want or need to know:

Step 3: Close Cordially

Your cordial close here would be similar to that of the neutral news message, with one exception: if you know your reader well, you could close in a far more informal way.

Indirect Negative News Message

When you want to ensure the greatest care for the reader or wish not to alienate him or her, you should deliver the bad news indirectly. This version of the message has three basic steps.

Step 1: Begin with a Buffer Statement

As you likely know, a buffer is something that cushions. A buffer zone is literally an area that provides protection from potential danger or damage. The buffer statement in an indirect negative news message does exactly what it sounds like: it cushions the reader from the bad news.

When a letter delivers bad news about a person not getting a job, a scholarship, or admission into a program, its buffer statement generally includes some sort of thank you:

Automatically, people who read either of the above statements will know that they did not get into the program or get the job. Why? Because if they had, according to the principles of a neutral or good news message, the good news would have been delivered first.

When the letter is a complaint, however, it usually begins with a compliment of some sort to the reader, a statement that is designed to make the recipient feel good about some aspects of service or product, such as these two examples:

In any case, a buffer statement is designed to create a zone of cushion or protection between the reader and the bad news to come.

Step 2: Deliver the Bad News

The body of your indirect negative news message should deliver the bad news in as friendly a manner as possible, which means applying what you have learned with regard to This might mean, in cases of rejection, doing so in an indirect manner:

If the people reading this are not rising seniors, they will understand why they are being rejected without feeling like they are being rejected. You can provide additional information if you want, but if this was the primary criterion for selection due to the high number of applications, this is enough.

If the reader did not have three years of such experience, he or she understands the reason for the rejection. From this point, you can go on to suggest the recipient reapply for the program next year or continue to gain the experience that would make him or her more qualified for the position in the future. To do so would be to maintain a friendly and encouraging tone.

As for the complaint letter, you can be a bit more direct with explaining the problem, although it might take you more than one paragraph:

Additionally, rather than lodge a complaint or report a problem, you might even suggest a reasonable solution:

Both of these body sections are designed to show the reader that you wish to establish common ground with them: you are being objective and are emphasizing facts rather than being abusive in language or angry in tone.

Step 3: Close Cordially

Again, the cordial close for the negative news message is virtually identical to that of the neutral news message.

The negative news message is by far the most difficult type to write, because you have to determine how you want to approach your reader—maintain a good relationship? risk just getting to the point?—and then act accordingly. However, even if you choose the “risky” approach and go with the direct method, you will still want to maintain a professional tone throughout.

Even as you gain experience producing professional correspondence, each time you have to write a negative message, you will find the task difficult. Practice helps, but your hesitancy is also a sign that you are aware of the ramifications your words can have on an audience.