position, presenting strong points first can reduce the level of counterarguing. Putting weak arguments first might lead to such a high level of counterarguing that strong arguments that followed would not be believed. Strong arguments work best at the beginning of the message if the audience is not interested in the topic, so they can arouse interest in the message. When the target audience is predisposed toward the communicator's position or is highly interested in the issue or product, strong arguments can be saved for the end of the message. This may result in a more favorable opinion as well as better retention of the information.

The order of presentation can be critical when a long, detailed message with many arguments is being presented. Most effective sales presentations open and close with strong selling points and bury weaker arguments in the middle. For short communications, such as a 15- or 30-second TV or radio commercial, the order may be less critical. However, many product and service messages are received by consumers with low involvement and minimal interest. Thus, an advertiser may want to present the brand name and key selling points early in the message and repeat them at the end to enhance recall and retention. Order of presentation is also an important consideration in other forms of marketing communication. For example, many press releases use the "pyramid style" of writing, whereby most of the important information is presented up front to ensure that it is read since editors often cut from the end of articles.

Concl usion Drawing Marketing communicators must decide whether their messages should explicitly draw a firm conclusion or allow receivers to draw their own conclusions. Research suggests that, in general, messages with explicit conclusions are more easily understood and effective in influencing attitudes. However, other studies have shown that the effectiveness of conclusion drawing may depend on the target audience, the type of issue or topic, and the nature of the situation.39

More highly educated people prefer to draw their own conclusions and may be annoyed at an attempt to explain the obvious or to draw an inference for them. But stating the conclusion may be necessary for a less educated audience, who may not draw any conclusion or may make an incorrect inference from the message. Marketers must also consider the audience's level of involvement in the topic. For highly personal or ego-involving issues, message recipients may want to make up their own minds and resent any attempts by the communicator to draw a conclusion. One study found that open-ended ads (without explicit conclusions) were more effective than closed-ended arguments that did include a specific conclusion—but only for involved audiences.40

Whether to draw a conclusion for the audience also depends on the complexity of the topic. Even a highly educated audience may need assistance if its knowledge level in a particular area is low. Does the marketer want the message to trigger immediate action or a more long-term effect? If immediate action is an objective, the message should draw a definite conclusion. This is a common strategy in political advertising, particularly for ads run close to election day. When immediate impact is not the objective and repeated exposure will give the audience members opportunities to draw their own conclusions, an open-ended message may be used.

Drawing a conclusion in a message may make sure the target audience gets the point the marketer intended. But many advertisers believe that letting customers draw their own conclusions reinforces the points being made in the message. For example, a health services agency in Kentucky found that open-ended ads were more memorable and more effective in getting consumers to use health services than were ads stating a conclusion. Ads that posed questions about alcohol and drug abuse and left them unanswered resulted in more calls by teenagers to a help line for information than did a message offering a resolution to the problem.41 The ad for Silk Soymilk in Exhibit 6-9 is a very good example of an open-ended message. The question in the headline encourages consumers to be open to the idea of drinking soymilk.

Message Sidedness Another message structure decision facing the marketer involves message sidedness. A one-sided message mentions only positive attributes or benefits. A two-sided message presents both good and bad points. One-sided messages are most effective when the target audience already holds a favorable opinion about the topic. They also work better with a less educated audience.42

Two-sided messages are more effective when the target audience holds an opposing opinion or is highly educated. Two-sided messages may enhance the credibility of the source.43 A better-educated audience usually knows there are opposing arguments, so a communicator who presents both sides of an issue is likely to be seen as less biased and more objective.

Most advertisers use one-sided messages. They are concerned about the negative effects of acknowledging a weakness in their brand or don't want to say anything positive about their competitors. There are exceptions, however. Sometimes advertisers compare brands on several attributes and do not show their product as being the best on every one.

In some situations marketers may focus on a negative attribute as a way of enhancing overall perceptions of the product. For example, W. K. Buckley Limited has become one of the leading brands of cough syrup in Canada by using a blunt two-sided slogan, "Buckley's Mixture. It tastes awful. And it works." Ads for the brand poke fun at the cough syrup's terrible taste but also suggest that the taste is a reason why the product is effective (Exhibit 6-10). Buckley's is using the humorous two-sided message strategy in its entry into the U.S. market.44

Refutation In a special type of two-sided message known as a refutational appeal, the communicator presents both sides of an issue and then refutes the opposing viewpoint. Since refutational appeals tend to "inoculate" the target audience against a competitor's counterclaims, they are more effective than one-sided messages in making consumers resistant to an opposing message.45

Refutational messages may be useful when marketers wish to build attitudes that resist change and must defend against attacks or criticism of their products or the company. For example, Exhibit 6-11 shows an ad used by the Almond Board of California to refute nutritional concerns about almonds regarding their fat content. Market leaders, who are often the target of comparative messages, may find that acknowledging competitors' claims and then refuting them can help build resistant attitudes and customer loyalty.

Exhibit 6-9 This ad makes effective use of an open-ended approach

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