W331 INDIVIDUAL ASSIGNMENTS

Planning Statement | Complaint Letter | Application Letter (or Cover letter) | Request for a recommendation letter/reference letter | Bad news letter | Memo | Marketing or Sales Letter | Evaluation of the assignments | Formats | Report | Transmittal Memo |

CORRESPONDENCE

The purpose of this project is to introduce basic rhetorical principles involving business and administrative writing; to help you learn how to adapt workplace correspondence to different situations, audiences, and purposes; and to show you how to organize documents clearly and effectively for the intended audience.

You are asked to will complete 4 of 6 correspondence documents with a ‘real-world’ audience and situation. You will rely on these guidelines, class activities, and the textbook for help making decisions about content and organization.

Make sure all your documents...

• are as "real” as possible; that is, they should have at least a simulated purpose and audience beyond this classroom. (The best tasks, perhaps, are ones you would have done or would do even if you weren't’t in this course.)
• establish and maintain goodwill and exhibit the "we" viewpoint
• are organized following the pattern that is most appropriate for the situation (direct or indirect). See Chapter 4.
• are formatted correctly (Format examples are available via a link below.)
• do not state four or more words in a row from any sample letter you find online or in a book; that would constitute plagiarism.

Planning Statement

To explain your situation and task, you should be able to clearly explain the role you will be playing as a writer, the nature of your reader(s), the general nature and scope of your subject, and your general purpose for writing.

Here's an example:

I am writing to ___________ (purpose -- complain, inform, request, etc.)about _____________________ (what)

to ____________(whom - audience) because ____________________________________________ (reasons/details).

For this task, I will use _________ document format (memo? letter?) because _____________________________.

I will organize it in the ____________ pattern. (Direct? Indirect?)

_______________________________________________________________________________________________

Complaint letter about product or service

Your letter should mention/include any documentation you think might be necessary in order to persuade your reader to comply with your request.

10 TIPS -- Remember audience! Apply these strategies only as appropriate for your particular rhetorical situation.

(c) Shaun Fawcett, author of several best selling "writing toolkit" eBooks.

1. Write To The Senior Person Responsible
   It is important that you get the name and detailed mailing address of the organization to which you will direct your complaint. I generally try to write to the V.P. level. Never go below Director level if you want a serious response. Name and address information can be obtained from the organization's Web site or by calling the company and asking for the name and title of the senior person to whom you should write.
   
   
2. Don't Send An E-Mail
   When it comes to sending a serious complaint to a company, don't send an e-mail, regardless of what it may say on their Web site. E-mails are usually handled and dismissed by low level "customer service" people. If you want serious attention and action, the formal written complaint letter is the only way to go. (yes, by snail mail!). When it arrives in the V.P.'s office, it triggers a bureaucratic process that ensures that the right people will see your letter, and will act on it.
   
   
3. Keep It As Short As Possible
   Preferably no longer than one page, two at the most. When drafting a complaint letter there can be a tendency to go on and on just to make sure the recipient gets the point. Keep it as short as possible, but without diluting the facts of your message too much.
   
   
4. Give It A Heading For Easy Identification
   Place a heading at the top of the letter with information that the company or agency will relate to, such as your account number or customer number. Make it easy for them to find you on their computer filing system.
   
   
5. Clearly Explain The Situation
   Make sure that you give all of the specific details needed so that the company/agency can verify your claim without you having to get into an endless game of telephone tag with them. Include specific dates, times and places, as well as the names of people you dealt with. If you're not sure of these when composing the letter, call them back and ask for the specifics. (You don't have to say it's for a complaint letter).
   
   
6. Use A Positive and Respectful Tone
   I have found that the best approach is to use a positive upbeat tone. Remember, you are writing to a senior person who probably sympathizes with what happened to you. Your tone should convey the message that you are the innocent victim and you understand that the company wouldn't have done such a thing deliberately.
   
   
7. Send Copies If Appropriate
   There can be cases where it is wise to send a copy of the letter to other parties just to make sure that you will get some serious action. For example, in a case where you have been told to write to a Regional Manager of a program, it is often a good idea to make sure that someone in head office also gets a copy. I sometimes send a copy to customer services or customer relations, offices at the national level.
   
   
8. Target their vulnerable areas
   Companies that claim and advertise high levels of customer focus and service do not like to be criticized in those areas. If you have a strong case that makes them vulnerable in one of these areas, use as much ammunition as you can to show them you experienced a weakness in one of these sensitive areas. Modern marketing terms such as: customer relationship management (CRM), one-to-one marketing, most valuable customer (MVC), and customer-centric focus, all tend to get their attention. Also, using such terms makes you sound like an authority.
   
   
9. Imply You Might Take Your Business Elsewhere
   I always do this near the closing. Companies don't like to lose customers, especially long-time customers. Senior marketing people are well aware that study after study has shown that it costs five to seven times as much to recruit a new customer as it does to hold on to an existing one.
   
   
10. Ask For An Early Reply
    In the closing paragraph of your complaint letter, state specifically that you are expecting an early reply. Make sure that you follow-up by phone or e-mail if you have heard nothing in three weeks. Some companies will send you an acknowledgement letter stating that they are working on your case and will get back to you within a week or two.

_____________________________________________________________________________________________

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Application (or cover) letter – based on a current job or internship ad

In writing your letter of application, follow the paragraph by paragraph guidelines in your handbook under “Application Letter” and the general principles under “Correspondence,” keeping your specific audience in mind. Purdue's OWL has great tips on cover letters under "Professional, Technical, and Job Search Writing."

After you've drafted your letter, evaluate it using the following prompts:

Does the opening paragraph clearly

• indicate how you heard about the opening?

• mention the job title for which you are applying?

• explain your interest in a persuasive manner?

Does the body of the letter convince the reader that you are qualified for the job by outlining the skills asked for in the job description and using specific details from your experience to illustrate mastery of those skills?

In the final paragraph, do you request an interview, provide contact information, and end with goodwill?

Is the reader alerted to the fact that the résumé is attached?

How could the closing sound more professional or enthusiastic?

_________________________________________________________________________________________________

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Request for a recommendation letter for grad school or a job

Your former employer or professor knows something of your abilities and would probably be willing to comment on your qualifications for the new job. However, if it’s been a while since you worked there, your former employer may know relatively little about your more recent accomplishments and aspirations, such as unique work or educational experiences. You will want to refresh his or her memory about you, pointing out your specific skills, good work habits and talents, and other job-related assets to ensure he or she will be sure to emphasize them in the letter for you. Mention any honors you have received as well as experience you have that could set you apart from other candidates.

Be sure to follow the organizational pattern from the handbook that you think is most appropriate and be prepared to explain your choices. Attach and refer to your résumé. Make sure your former employer has all the information needed to comply with your request, such as the date by which the letter is needed, the name and address of the person to whom it should be addressed, how to contact you with any questions, and any other specific details.

If your audience for this assignment is a friend, you still need to meet the requirements of the assignment, which is meant to introduce you to business letter writing. This will mean adopting a different approach and tone and including different details than you normally would when communicating with this person. (If you are good friends, you would not be corresponding via a business letter in the first place.)

See also "Applicant Request for a Letter" at Purdue's OWL under Professional, Technical, and Job Search Writing.

After you've drafted your letter, use the following prompts to evaluate it:

This is a letter of inquiry, so should it be organized following the direct or indirect pattern? (Is it neutral, good news, or bad news?) If you choose the direct pattern, your purpose for writing should be stated up front.

• Does the opening paragraph immediately explain that you are applying for a particular position and ask for a letter of recommendation? Is there anything you should add or clarify?

Does the letter ...

• Remind the recipient of your connection to him or her?
• Update the recipient on recent accomplishments?
• Refresh the recipient’s memory as to your strengths and special skills?
• Remind the recipient of other qualities that you hope the recommendation letter will emphasize by mentioning what sets you apart from other typical candidates for the job?
• Supply ALL the information the recipient will need in order to comply with the request, such as
• where to send the letter
• the date the recommendation letter is needed
• the name and address of the recipient
• other?
• Is there anything else that could be added to help the recipient prepare to write the letter?
• Does the letter close by giving contact information?
• Does it project the “you” attitude and effectively build goodwill?
• Is there anything that might be added to build goodwill more effectively?

Ask Dr. Kirk: How To Get A Great Letter Of Recommendation From Your Teacher by Dr. Delaney Kirk

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__________________________________________________________________________

Bad news letter – You need to give your reader some unwelcome news, such as you are unable to offer someone a job, to comply with a request, to fill an order, to meet a deadline, or to attend an event.

One of the most difficult tasks in communication is saying "no."  In business we often have to refuse to make an adjustment, decline a service, refuse a job request, decline sales, and communicate other unfavorable news. 

There are two ways to communicate an unfavorable decision in print. One is the direct approach. The bad news is stated immediately and then explained. This approach, though, may be too harsh and may alienate the reader. Its slam-bang method is not designed to maintain goodwill and is not appropriate unless you are sure the reader prefers the news first, without any need for an explanation beforehand. A more reader-oriented approach is the indirect or delayed method. The bad news is embedded and preceded by several important goodwill-maintaining elements:

1. The buffer eases the reader into the letter.  The writer  can appreciate the reader's efforts, compliment the reader, sympathize with the reader, or be neutral by opening with a service-oriented remark.
2. The explanation details the reasons for the denial in as concrete, rational, and courteous manner possible.  This segment gives the reader an understanding of the details, factors, and/or conditions behind the denial.
3. Letting the reader know the bad news comes in the decision segment. Here it is important that you avoid negatives because they tend to be harsh-sounding and affect the letter's tone.  For instance, it is better to say "We will consider you for the buyer position when you have experience in retail  sales" than "We cannot consider you for buyer because you have no experience in retail sales."

Turn around negatives to word them with the same meaning but less harshly. 

Instead of saying:
"We cannot repair your device for free because you did not follow the directions on how to use the  'unjammer' key.  Read the warranty and you will see we are not responsible for this sort of problem."

 Say:
"Your warranty limits free repairs to manufacturer's defects only.  We can repair the 'unjammer' key for $50.00, including parts and labor.  Please check the  directions in your owner's manual for how to use the key."

4. Once you have written your decision, you can now close in a courteous way, asking for any  questions and looking forward to a continued business relationship with the customer or including a service-oriented remark. Source: http://www.washburn.edu/services/

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Memo to members of your company, organization, or campus club announcing an event, a policy change, a new procedure, etc. See more great info on memos online at Purdue's OWL.

Like all memos, this memo should have

• an accurate and interesting subject line (NOT the name of the assignment),

• an introduction that states the memo’s purpose and previews its contents,

• headings, if needed, to organize the contents, and

• a clear sense of audience and purpose. Make sure the memo would make sense to outside readers; i.e., those who are unfamiliar with the assignment

• the correct memo format
• include your initials next to your name in the heading

______________________________________________________________________________________________________________________

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Sales Letter (aka Marketing Letter)

Visit the link above for tips on how to write an effective sales letter. You should consider several key factors about the product or service you are attempting to sell: what it can actually do, its outstanding materials or features, how it differs from its competitors, its price, and whether a warranty accompanies it.

______________________________________________________________________________________________

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_____________________________________________________

Your work will be evaluated based on how well you accomplish the purpose overall as well as the extent to which the following criteria are met:

BUSINESS COMMUNICATION REPORT AND PRESENTATION

Topics | Guidelines | Presentation

Report Topics

Complete one of the following five short report assignments:

1.  Intercultural business communication: How can knowing the conventions for written communication in other cultures help you become a better communicator?

2.  Plain language: What is meant by “plain language,” and how can it be achieved in workplace writing?

3.  Email in the workplace: How does email writing differ from other types of written workplace communication? What are the characteristics of effective workplace email, and how can it be achieved?

4. LinkedIn: What is LinkedIn, how does it work, and what are its benefits?

5. PowerPoint:  For what purposes should PowerPoint presentations be used, and how can they effectively be constructed and delivered?

Guidelines

Follow these guidelines no matter which topic you choose for the report:

• Research the question using reliable sources.
• Compose a short report (2 ½ - 4 pages, Times New Roman, single-spaced,) targeting anyone who writes (or who will write) as part of his or her job.
• Use headings and other visual devices where appropriate.
• Cite sources according to MLA or APA. (Scroll down on this link to find the appropriate handout. Don't use AAA.)

Introduce your individual portfolio with a memo in which you discuss specific changes/improvements in both your writing and your writing process this semester. Explain the following:

• How you decided which documents to include
• What decisions you made as a writer about how to revise
• How your purpose and audience affected your organization, details, style, tone, etc.
• What steps you took to edit your documents
• How your writing has changed this semester
• How you will apply your learning to future writing tasks

During the semester, it is a good idea to keep a log of your writing process; your strengths and weaknesses (as pointed out to you in peer and instructor reviews); strategies you learn in class that you apply to your writing; and types of changes you make as you revise, etc. Compiling this information as you go along will make it easier to write the transmittal memo at the end of the semester!

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Last updated November 6, 2009