Business & Finance Unit 5 Assignment: Emails from a Positive and Negative Perspective

BUS311 – Managerial Communications Unit 5 Assignment: Emails from a Positive and Negative Perspective

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Due Date: 11:59 pm EST Sunday of Unit 5 Points: 100 Overview:

Electronic media provides you with many options for creating effective messages in business. Many scenarios come up in which you will be asked to craft a positive message in response to a customer’s issue. In this assignment, you will be asked to compose messages from both the perspective of a customer and a customer service representative.

Instructions:

• Choose a recent purchase or customer experience you have had that did not meet your expectations.

• Write an email to the company expressing your dissatisfaction and concerns. • Place yourself as the customer service representative receiving your email and

respond appropriately.

Requirements

• Your email messages should be brief and to the point. • Include a clear subject line in each email. • Use a professional tone on the email response from customer service.

Be sure to read the criteria below by which your work will be evaluated before you write and again after you write.

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Evaluation Rubric Assignment

CRITERIA Deficient Needs Improvement

Proficient Exemplary

(0-14 points) (15-24 points) (25-39 points) (40-45 points)

Content & Substance

Content does not follow the assignment details

Content varies from assignment instructions and relevant details are lacking.

Content follows assignment instructions and has sufficient details.

Content follows assignment instructions and details relevant, on-topic and substantive.

(0-5 points) (6-12 points) (13-20 points) (21-23 points)

Organizational Structure, Word Choice and Transitions

Overall structure of the paragraphs and sentences and word choices are deficient; no transitions.

Overall structure of the paragraphs and sentences is lacking. Word choices are deficient, but there are some transitions.

Overall structure of the paragraphs and sentences exists but does not vary. Word choices are good; transitions employed.

Overall structure of the paragraphs and sentences are varied, creating fluidity. Excess phrases and sentences are eliminated for greater clarity. The email offers a concise style and transitions are employed.

(0-5 points) (6-10 points) (11-15 points) (16-20 points)

Grammar and Spelling

Very frequent grammar and/or spelling errors.

More than two errors.

Only one or two errors.

All grammar and spelling are correct.

(0-1 points) (2-3 points) (4-5 points) (6 points)

Format and Subject Line

Email format is not used. There is no subject line.

There is an attempt at email format, but there are some format issues. Subject line does not exist or is unclear.

Email format is used, but there are format issues; the subject line is suitable.

The layout of the email message is simple and clean. The subject line is very clear.

Tone Professional

tone/style is not employed.

Professional tone/style is inconsistent.

Professional tone/style is consistent.

Professional tone/style is carefully crafted and enhances the

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message.